I have been a loyal customer of service experts for many years. I made an AC repair appointment for 4-8 pm today (June 6) way ahead of time (May. 31) and got confirmation via email and text. Today, I waited for 4 hours and nobody showed up. I called more than 5 times and the concern was escalated multiple times. It is now 11:03 pm. I still do not have an answer. Their service lacks of good communication and back up. If you are unlucky that the appointment before yours takes longer than expected, you are stuck. I do not know how their service can be rated five stars. We do not have AC in this hot weather. June 7 8:15 am--they texted me that the technician is on the way and expected us to be there. We are 30 miles away. If they informed us last night, it would be a better outcome. The bottom line is that their service is not customer-centered. I will keep a record what happens. read more

They showed up on time for the estimate and then they scheduled my repairs within a reasonable amount of time and then showed up from my repairs within the timeframe they scheduled! The service guy Lawrence that came to do my repair was very professional and very pleasant to work with. He completed my repair job within a reasonable amount of time and then he cleaned up his mess before he left. The communication with this company was great throughout the whole process. I would definitely hire this company again! read more

i've been trying to get a mechanical permit for a few months, so we can get heat in our house through roanoke gas. service experts said they put a request in but i called the city im in & they have no request filed from service experts. i,ve been calling service experts every week- for 2 months & no one is getting back with me. this is very frustrating, it shouldnt be this hard to get a permit for something they have already done. no communication, no call backs. it'll be getting colder weather soon & no heat???? i need to talk to someone that will get this resolved read more

For the second time on 3 JUN 26, I had an appointment scheduled with Service Experts out of Roanoke, VA, to do routine maintenance as it was provided through them when buying a new HVAC. Less than 30 mins before the appointment, they texted me to let me know they would not be able to make it and that their next available appointment wasn't until 9 Jul. And by that date, the free maintenance would have expired, and I would have to pay for it. This is from the same company that installed a brand-new HVAC we bought from them, and they didn't order the propane conversion apparatus, so it sat in my house for almost 2 weeks not working. Then a different guy shows up and basically says the folks who installed it were not experienced. So, no issues. Awesome, it is now working. Then, within the first 6 months, the HVAC goes out. A different technician comes, and the brand-new system has a broken fan. They had to call because a new HVAC should not already have a broken fan. (no kidding) They ordered the fan, and he tells us the guy who came back to fix the installation was incompetent and had been let go. Then fast forward to the 2 canceled maintenance appointments, and at no point did management call or do anything to apologize. So I could not recommend this company to anyone. Save yourself some time and money cause there are no experts here. read more

Since leaving a warning about a poor experience with these people, I learned that this company somehow stole the phone number of my aunt's regular HVAC company. No wonder she thought she was calling Woods Family Heating & Air. Woods came out and told her that her system was fine. No repair needed. No charge for the call! (This was after Service Experts told her she needed a $19,000 new system!) I would leave a negative star if I could. read more

Jason Italo was my technician 8-12-25 I appreciate his time and service. He took the time to explain what he was doing. Great person you have working for the company. Thank you Jason read more

Our spring check up was scheduled and the best services man came on time and was quick efficient and answered a couple of questions for my husband. I know this is a expense for all but the peace of mind is worth it. Jason the tech is your best asset. read more

I have asked multiple times to be removed from this companies calling list. I have called and asked X 2 at least. I have replied stop to their text messages and voicemails. Please just stop. 3 left voicemails in the last week. This is ridiculous. read more

Run dont walk!!!these people are scammers!!!! They bait and switch you on the price to come out then lie to you about the diagnosis ie telling you that you need a whole new system but the honest second opinion tells that you it just needs a simple cleaning and not to block any vents ....and it worked like a charm after it was just cleaned ! Obviously they were set out to scam us from the first phone call.Would give 0 stars if possible! *** As far as their response to me below goes no thanks, I already tried to make it right with your lady receptionist and she hung up on me.*** read more

Run, don't walk, away from this company. My parents are elderly and somehow got connected with them for 2 bad experiences. They had a clogged toilet and the service took about 45 minutes and were charged $488 for the snaking to push the clog out. Unbelievable. Their previous experience was the company trying to talk them into $3500 work on their HVAC. Luckily that time they got a second opinion that told them nothing was wrong with their system. They're not sure how they got connected to this company again. I feel terrible they got taken advantage of - if I didn't live in a different city I might have been able to save them from being victims. read more

Im not someone who writes reviews but this is well deserved. I would highly not recommend this company. In 2024 I called this company and they came out rather fast (that's about the only good thing that's happened) they replaced my unit and handler (16k for a install) and told me it could take 24 hours to cool my house as it was pushing about 90 degrees. 4 days went by and it still wasn't cooling down. It was still pushing 90 degrees in my house. 4 visits from various techs and was told it was working properly. I then had to request a diagnostic tech who told me the wrong size unit was installed so a complete whole unit had to be installed again. Was still having the same issues but as winter approached I decided to just wait since it was cooling down. Here I am in 2025 and still having the same issues. 3 rooms in my house will not cool down and nothing is being down I'm being told the unit is working the best it can but yet my 23 year old unit had no issues cooling my house down. I also pay extra for a maintenance plan which was the worst advice they could have given me. They came out when the unit stopped working and put in a work order to have my air filter and uv bulb replaced. I was told I'd receive a call in the morning and to no surprise I never got one. After waiting 3 weeks I called them myself and told the woman on the phone about the order and I got oh my apologies. Appointment was set for today and when someone came out they came out without a filter but did replace the bulb. (Yes I know shocking) it will probably be another 3 weeks before I hear back. If by some chance you made it this far in the review please save the headache and choose another company also I don't know how the reviews are so high for this company I have received nothing but problems read more

We had the men come out and they looked at our furnace and said we had a cracked heat exchanger and recommend getting a new furnace for $9,000 dollars We then called Wisler plumbing and there was nothing broke or cracked at all. It had been a blockage from outside. We had fixed $99.00 . I have never written a review before, but being a senior citizen, We must let others know when they are about to get get scammed. read more

Service experts have now returned and fixed the problem and didn't charge. I am much happier.

I would definitely not hire these guys for anything. The mini split went out in the home we're renting, the management company sent this company out for repair. I could be wrong but it feels like they're giving the management company and us, the tenants, the runaround. AC went out on a Friday they came out Saturday evening and informed me that all the refrigerant was de pleated. The system was recharged and the technician left. (This may not be any fault of the technician but rather the companie's policy. ) The technician informed me that a separate service call would be necessary for a full leak detection. I thought to myself, that's exactly why you are here! This may be possible due understaffing during the weekend. If so why waste the management company's money by sending a technician that's limited on what he can do, then bill them for it. They've missed two follow up service calls and here we are day 3 of no AC in June. read more

Our mini-split AC started leaking in the afternoon. Service Experts sent Israel and Spencer to fix the problem. They arrived quickly, were very professional, and eliminated the leak. The charge for the service was quite reasonable. read more

Well it has been exactly 21 days since these crooks walked into my house. I have sent them all documents from the new company who basically said they were ripping me off. No response or answer. I am now baking cookies to take around my neighborhood to all of the houses I have seen their vans parked at to show then the evidence. Do not trust these crooks. They are out to rip you off. 0 stars otherwise I could not post an update. read more

Service Experts, located in SALEM VIRGINIA, wanted to charge us $42,000,00 (forty-two thousand dollars) cash, or loan price for 2 air conditioners, 2 furnaces, and 1 hot water heater in March 2022. They electronically signed my husbands name to the wrong loan document on their tablet (and this was without showing him the document he was signing). Later that day we received the loan document via email. This loan would have cost us more monthly. They did not write down what the brand, SEER, BTUs are included in this cost. Further the verbal quote for this equipment using the "Service Experts Advantage Program" was $60,000.00 (sixty-thousand) for ten years. We called three other HVAC companies and all of their quotes were almost half of Service Experts quote of $42,000.00. If you encounter any wrong doing from this company, my advice would be to report them the Federal Trade Commission (which can be done by a simple phone call) and the Attorney General of Virginia Office. The more valid complaints the more proof!! read more

We came back from abroad after 2 months on 07/13/2023, while we were out of state, we kept our HVAC on .We found it's hot inside of our house . I checked the thermostat , it was showing 87 and the air flow was not cool.I called Expert service earlier for routine check up of my HVAC so i called them in the morning (07/14/23) . I was told they will charge me for an emergency visit , diagnostic fee would be extra etc ( Please refer to Sarah F 1 star review, Service experts taking advantage of people ) I agree especially with seniors like us ( I am 77 years of age). I will tell you how? Mr David and another guy came to check my HVAC, I asked them to check that my thermostat may have been messed up by my grandson/daughter. or check the duct line or filter , they were not interested to check. They opened my HVAC units and started telling me capacitor gone, converter may have gone. Other gentlemen since came were interested in changing parts and bill me a good amount knowing that i don't have knowledge of HVAC. I was told now I need to change the fan also . I told them It's under 10 years warranty and my unit is 5/7 years old. He took my email Id and told me he will send me an estimate and he will get parts by Monday so I need to wait till Monday ( Emergency charges?). I did not get any estimate on Friday 14th so I sent a message to 5409924813 to email me an estimate. I did not get any text message or email till date for the bill or estimate. Mr Micheal ( different guy) came on Monday 07/17/2023 with parts , he was in a hurry as i had to tell him to put everything back. After what he did ( only he knows) he asked me to pay $629,00 , after checking i was told to pay $618.00 (Did not show me bill ) .When I told him that on Friday I was given an estimate around $550.00 why are you asking me to pay more?. He did something on his computer and asked me to pay $544.65.I asked for the invoice ,once again same story, I was told they will email me an invoice . In good faith I paid $544.65 with my credit card but till date I have yet to receive a bill to know how they charged me ( my correct charges) ? . Please suggest to whom we can launch a complaint not provided the bill and estimate? Should I report (dispute) to my credit card company or BBB ? I was not expecting such type of worst service from Service experts as seeing fake good reviews on their website i called them. Mukesh Pandya read more

Service Experts quoted 5k for a repair so I got a 2nd opinion. The 2nd opinion was 1k. The purpose of the original quote was to price me out to push me to get a new system from Service Experts. Would never recommend again. read more

SCAM!!!! AWFUL !!! The good reviews are written likely by the company. I just moved here and i set up a maintenance program. Its the doorway to get them in to lie and do whatever they can to get as much money out of you as possible. First visit set up plan. Second visit (supposedly there would be two maintenance visits) I was told to shut it off as there was carbon monoxide and it was serious. The exhaust valve was leaking...the garage smelled like gas. It could not be repaired. 13,000 for a new one period with installation. They didnt break down costs. Later I found out that they did same for neighbor for his air conditioning for the same price. He said even though he had been here an hour i did not have to pay the extra 100.00. Yahoo! It became clear that they didnt know the heater . I paid 168.00 for 2 visits I called COMFORT SERVICES after i found out they had originally installed it. I did not tell them about Service Experts. A little silicone (there was no leak and we had everything blasting) and a part is what I needed. Very sad read more

My air conditioning stopped working on a Saturday night and I called Service Experts and someone came out on Sunday. I was impressed they got someone out that quickly. He said we needed a new concrete pad, a new heat pump and thermostat totalling $10,126.00. I signed a contract and knew immediately I made a BIG mistake! I cancelled my contract and called another company, McGuire Plumbing and Heating. By this time, we'd been without A.C. for about 10 days. McGuire came, took about 25 minutes, said the only problem was the thermostat and fixed it for a total of about $250.00! I would fry in the heat before I'd call Service Experts for anything. Plus if I had really needed a new heat pump, McGuire would have charged around $7,000. Do yourself a favor and get estimates and NEVER, EVER sign a contract when you're hot and miserable! read more

Charged $600 to refill our unit with Freon a few years ago, it seemed high but we had it done anyway. Not until today did I realize how much of a rip off that was when we called someone to refill it, and they only charged us $140, literally for the same job, service call and everything. If you want someone reliable and professional , and the price isn't an issue than Davis will get the job done. But there are much cheaper options. read more

As we were preparing to head out for the day, we noticed the house was getting warmer and warmer. And On a 92 degree day! AC was out! Oh and it was a Sunday morning. I called Service Experts in Salem and 30 minutes later Joe called to say he'd be out in about an hour, even though he was 50 miles away from Moneta. Sure enough, there was Joe an hour later. By then the house was approaching 80 degrees inside...ugh. Joe checked everything out, replaced the capacitor, and stuck around until the house started cooling down. Reasonable fee especially for an emergency Sunday call. Joe was great, super friendly, great customer service, explaining everything. And he wished my husband a Happy Father's Day! Highly recommend! read more

Do not make the same mistake we did by using Service Experts. We did the Advantage Water Heater plan, were they install a water heater and you pay a monthly fee ($26.99) you are told you will be scheduled yearly for maintenance of water heater.....this never has happened in 3.5 years of having the unit in my home. I was just told well with covid things have changed...then tell me why have the program if you aren't gonna put on a mask and service my unit in the basement where you won't even have to see me! Covid excuse is over used, so I guess this company has just made bank over covid...they aren't servicing equipment and probably layed of workers since the don't need them. This company is taking advantage of those in bad financial situations, that's how they got our business and the painted this contract to be one that we could afford... unit would shortly be ours....over the last 3.5 years we have paid roughtly $1,133 to this company and have seen no one for maintenance. We are now moving and I wanted to know what is left to owe on unit.....are you ready......we owe $1,193.80 on a 3.5 year old unit!!! This unit is worth $499 new online!!! Bottom line folks don't get sucked into this offer, you will regret it... we have now paid roughly $1700 which is way over what this unit is worth....this should be a crime! Think long and hard before you use this company, I feel like they target those in financial hardship and right now this has caused a hardship to our family! read more

Jamie figured out what was going on with our heat pump. Great service, very personable and friendly, and explained all the options we have. 5 stars for the assessment. If we decide to purchase a new unit from them will update the review. read more

We have been using their services for three years now they come twice a year and every time they come they recommend upgrading something. Always nice, friendly and on time. This time we had a different technician he recommended several expensive things versus getting a new system which would be over $20,000. I know they can see what the last technician had recommended but wow! Although the technicians have always been nice and friendly I feel like I'm always being told I need to upgrade or renew something that cost thousands of dollars which makes me very skeptical that they are pushed to do this so I will be getting a second opinion before continuing any further service with this company. read more

We are very, very, very unhappy (to put it mildly) with Service Experts. My recently deceased 93 year old father wanted his AC to work in late July after floods. He erroneously contacted Service Experts instead of his service agreement firm. To his end he swore he did not know why he contacted them. Instead of asking if he had any current agreement OR testing the unit (it did work) the salesman pulled out an iPad (Dad had no idea what an iPad was) and pitched a 10-year, $21,000 contract! 10 YEARS TO A 93 YEAR OLD! They took his SSN and used a portion of it to esign the agreement. They never gave us a signed contract stating that the esignature was his authorization.. He had no idea and agreed to nothing with the company. To make matters infinitely worse they removed his OWNED functional unit and installed a LEASED unit. Bottom line: SERVICE EXPERTS ADVANTAGE PROGRAM CHEATED AND LIED TO AN ELDER CITIZEN OF SALEM. read more

My primary complaint with the company is that after I spent ~$10,000 for a new heat pump, air handler, etc, I am paying $186 year for a maintenance contract and EVERY SINGLE TIME they come out for the bi-annual tune-up, they try to sell me something to make my HVAC better???? I didn't buy the top of the line, nor did I go the cheapest route, but trying to sell me something else that I "need" to make it work better and has an outrageous pricetag (filter $159, lasted almost 2 years, but really?), makes me a bit angry. A UV light to keep the mold down ($894)??? Some other kind of heater coil?? I'll pass. When I have an occasion to recommend/warn of a company, this one will NOT be recommended. Being competent isn't enough. There are thousands of !@@##$$ who can do the job, but I want a company that doesn't try to milk out the very last dime. That, my fellow Americans, is what is wrong with this country. Everyone wants to take, keep up with the Joneses, and then take take take some more. As far as the rating, well, I haven't experienced better, but I'm still looking for someone with MY WALLET and MY NEEDS in mind, instead of their own. On the other hand, I am quite pleased with my system (Lennox) and my electric bills have stayed far below what they were with my old system. read more

We called Service "Experts" when the heat pump went out. They were supposed to come that afternoon.The technician arrived 2 days later. The first thing that the repairman said was that we needed an $8,000 replacement unit. When we said that was to much, he went down to $6000. Then, he could not diagnose what was wrong. Was it lack of freon? Then he said that it did not need freon. My brother, who is an ASC certified auto mechanic told their guy, Chris, to check the compression valve. Sure enough, it was the compression valve, a $40 part. Chris offered to fix it for $1000. I called another HVAC specialist. He repaired the valve in 90 minutes, got us toasty warm for under $200. Not only are they incompetent, they are rip off artists who assume that since you have no heat in the winter, that you will pay them anything no questions asked. They prey upon people who are in trouble. They actually had the nerve to charge us $49 for a diagnostic visit even though we told them what was wrong. Sleazy. read more

Matt handled our sale, I don't remember the guys who did our install though. Excellent job all around, I will be recommending this office. Very knowledgeable staff, professional work, and Matt is a real asset to the company. Thanks everyone! read more

Well, yes, they do have quite a sales pitch every time the tech comes out..but one can ignore it, because the techs are very polite, friendly, knowledgeable, considerate and get the job done. Scheduling is easy and they are accommodating to schedule changes. I would have given them a 5 star, but the sales pitches, although they sincerely seem to care about the quality of my home's air, are fairly tedious. That said, I am very happy with the service! read more

Do your homework before selecting an AC service... I fell for the maintenance contract June 2014 and every time they have come out for "check ups" I have scheduled, not for issues I was having, but to ensure everything was in order, I always had an issue! Last spring, a technician came out to check on operation of upstairs AC unit (which was operating fine) and I was told compressor needed replacement (under warranty since system is only 3 years old) $685... Had compressor installed and a couple of days later I noticed no AC... a new technician came out, this time the blower was bad (again under warranty) $365... in the meantime awaiting installation of new blower, leak develops in unit, technician installs blower, now says there is a crack in the outer pan... $1000, he can't see it but thats what it has to be... he left system running and drip starts again... I called for a manager to discuss the issue, and he agrees with the technicians adding internal pan must also have a crack since it shouldn't even get to the outer pan... technician that just left said he could see internal pan and it was fine! Avoid this company and find a company you can TRUST! read more