Appliances Comfort Air Inc

Terrible, I agree with the reviews for both American Home Shield and this company.

I understand that we are in Georgia, and that air conditioning companies are very busy at this time of year. I was willing to wait the two days both times that the company could schedule me for. I also understand that this is a Saturday. I called the office this morning and left a message on the machine, telling them that I had talked with AHS last night, and wanted to make an appointment for the earliest time possible. I was hoping for a call today, but was expecting someone to call me Monday morning with a scheduled appointment time. Instead I received a text an hour later. Again, I understand that times are changing and that texts and emails are now the preferred way to communicate. However, businesses need to understand that texts and emails need to be as professional as face to face or ear to ear conversations. This is word for word the text I received: "We are book. Today. Get a work order from Ahs. And we will work you in Monday or Tuesday." Thx" "Office is closed." I sent a text back stating that I understand the office is closed, but that the work order was sent over last night. But, since this is the 3rd call in 2 weeks, shouldn't it be more of a priority? To which I received the following: "Call Ahs and see if they can get you another company. I'm sorry I'm booked. If I get a a cancel, I will call you. But its looks as if it's not going to happen. Sorry." The first text should have been: " I'm sorry this is happening, but the office is closed now. I will make sure someone from the office calls you first thing Monday morning to book you the first available appointment." That would have made me feel important as a customer. I know that the customer is not always right, but that you should treat them as if they are. I have worked in customer service for thirty years, and believe that customer service is the most important part of any job. Maybe I am too old school. The second text sounded to me like they did not want to work with me anymore. I called AHS back and requested another company. The gentleman who I spoke with at that company explained that he was on the other side of town today, but understands my frustration and will be at my house as soon as possible on Monday. I felt like my business was worth something to him.

unknown

First of all, Appliances Comfort Air Inc. was not chosen by me.  They were chosen by American Home Shield - my home warranty company.  Their first HVAC service appointment was completely missed by them and they never called to say why they were late.  They did show up after I had to leave for work and they said it was my fault in follow-up calls.  Customer service was terrible and they customer service rep were curt and not helpful.
When I finally got them out here they didn't really do a good job in determining why my HVAC system was freezing.  They tried to do this through a process of elimination.  They did replace the electronic control board, but the freezing problem returned in a couple of weeks.  When they came back a third time I was told the coils were leaking somewhere (they never opened the unit to find out why) and my complete system needed to be replaced.  However, what they communicated to American Home Shield was my coils was the only thing that needed replacing - not the total system.  Obviously, a miscommunication.  Thus American Home Shield only would replace the coils - which was only a band aid.  This would only make the condenser go bad down the road.  Moreover, American Home Shield wanted me to pay $1,000 in non-covered charges for just the coils piece...which was almost the cost of new coils.  When I asked what American Home Shield would pay for the coils they wouldn't tell me.  In the end, I cancelled the warranty and got a new system installed by someone else.  They are terrible.
Couple of things here:
A) I would never recommend Appliances Comfort Air.  They weren't timely, had poor customer service and didn't even do an adequate diagnosis of the problem.  Moreover they made me wait for several days before they came out the first time.  In the meantime, I had no A/C with 90 degree plus temps outside.  There was no sense of urgency.
B) The home warranties offered by American Home Shield/ServiceMaster isn't worth the paper they are written on.  There was no upfront disclosure if a HVAC system needed to be replaced I would have to pay so much in "non-covered" charges (their words).  It's funny - you pay hundreds of dollars per year for a home warranty - but they won't honor when you need it the most.  
Anyway - these two companies should be avoided.

House is not cooling properly, units are about 15 years old.
American Home Shield sent Piedmont Mechanical (wish they were on this site so I can properly trash them) out about a week ago to look at our two units. He said the upper unit was fine, but main unit needed freon. Refused to show my wife the guage when he filled it, (told her she wouldn't understand it anyway) but charged us $350 for the fill-up and service fee. Very nasty fellow. When we called AHS to complain about the service, they shocked us by telling us second unit was declared out of warranty because it was not maintained properly. This, despite the fact that the technician asked my wife if she has just replaced the filters, because they were clean ( I had done so about 1 month earlier). We disputed this with AHS, so they agreed to send someone else out for second opinion. In the meantime, when my wife called the Piedmont Technician, he told he that he was not required to talk to her, and hung up the phone. 
Nice man name Randell, came out on time, very friendly. Diagnosed the problem as a leaking coil, and said he would get approval from AHS. Their invoice verified this! I told him about the system being declared "unmaintained" and he laughed, agreeing that there was no basis for this assessment.  Later that day, AHS leaves us a msg that the system is not covered because it was not adequately maintained, that they have pictures to prove it, and that the $2600 coil replacement will not be covered by them. I never saw the guy take pictures, regardless our systems are clean and maintained.
Are you kidding me? Clearly, the two companies and AHS are working together to avoid AHS paying for repairs. It appears that AHS deserves another class action suit.

Worst Company ever, technician came out and diagnosed cracked drip pan, said that coil and drip pan needed replaced and said would have to order.  Never instructed my wife to turn off the unit.  That night the unit flooded my finished basement.  I called first thing the next morning and the owner Blaine answered, I explained what happened, he called me an Idiot and a moron for not turning the A/C off. I at this point told him to cancel everything for me.  I called another company who came out and discovered the drip pan full of water and clogged, not cracked.  Saved me over $800 by not using this lying and thieving company. If you want to use them do so at the risk of being ripped off.

This is the worst provider I have ever worked with.  AC went out on the 5/28/14.  They responded on 5/30 and confirmed my compressor was dead and needed to be replaced.  It took over two weeks to get them scheduled for a new install.  They no showed on June 12th when scheduled and said the appointment was not confirmed.  A complete lie.  Its been 15 days I am still waiting for a new compressor.  They take no accountability for their actions.  It also seems they have issues with BBB.  Do not use this vendor!  They will disappoint you!

The following week, the office called and said the technician would come to replace the unit. I requested a Friday but the only days available was Tues and Thurs. I am noticing that this is a trend, in that I cannot get Fri or Mon, only Tues and Thurs are always available.  Tuesdays and Thursdays are both meeting days for me, however, so I agree. Another guy arrived to replace the unit. Very professional.  Within five minutes of his departure, the lights in my house flicker, then they just go very dim as if I dimmed them with a dimmer, and all of the my power goes out. I thought it was a neighborhood outage. I wait a few minutes then go to the power box to see what is going on.  The entire power is tripped, which has happened during storms several years ago. And, with a flick of the button, all power was restored.  Well, for some reason, the main power button would not reset. For more than 15 minutes I tried and then called Appliance Comfort because I didn't know what else to do.  The receptionist informed me that she would call the guy and have him to return to my house.  I called back in about 10 mins and she said she could not contact him, etc. He did return to my house in about an 1.5 hours. I believe that when he connected the wires for heat pump, it was done so erroneously causing a power surge. He didn't tell me that but he did tell me that an electrician needed to come out. So, he called his company and they had an electrician to come out the next day. The electricians came out, looked at the fuse box, the heat pump and said that nothing was wrong with either. Asked me if it had happened before and I informed them only in severe weather.  They there was no reason for the power surge if the equipment was installed correctly. I then called my uncle who built houses for over 50 years (now retired) in California and told him what happened. He agreed with my assessment. So, the following week, the area was supposed to be getting more colder than normal weather.  So, I went to check on the heat pump because as thought I heard loud humming as I left the house that morning. When I checked the unit, the blade from the unit was at the bottom of the unit which tells me it was incorrectly installed. I called HMS again, they called Appliance Comfort because the work is still under warranty for 180 days. I was told that since I have heat, I am not a priority. I don't like that answer because I pay my premiums on time and my electric bill is shooting through the roof. But, I understand. Well, Appliance Comfort once again gave me an appointment an entire week away. I asked the receptionist if this was the best she could do since I called on a Monday, 13 Jan and the first appointment in Augusta was going to be for 21 Jan. I think this is totally unsatisfactory.  I just cannot believe that there are never appointments on Mondays or Fridays in Augusta, and they should be making an exception when their work has been less than desirable.  I am in a two story home and anything over 70 makes the upstairs extremely hot because heat rises. To keep the heat pump from freezing, I have to keep the unit on 75 so my upstairs is 80 degrees. This has been the most miserable month in my house ever and no one seems to really care. I am absolutely disgusted with the level of service I have received.

Rude & unprofessional. Absolutely no regard for customer service, or customer time. Once can only wonder why American Home Shield forces you to use them for HVAC issues as their "preferred contractor".

Another company tried in 4 different occasions to get this repaired and couldn't figure it out. This guys where punctual, respectful and efficient. I was referred to them by AHS. As I told them that I had heating furnace that was not working and I have a 6 months old baby, they came to my place the same day of the call just a couple of hours later, on a Saturday! The person that came changed a part of the furnace and left it working. A day later it was off and we couldn't turn it on. We call back and they came on Monday. The person was checking and working for an hour. He couldn't turn it on either but was pretty sure what the problem was. After they found the part they needed, they call me to schedule an appointment the same day but as I was not going to by home that day they schedule the repair for today. The person that came was very friendly too and on time. Worked on the furnace for a long time and change the part that was not working. The heat is working now! I'm really happy with their service and the customer service on the phone was really good too.

Very poorly.  This company has poor management and poorly trained service technicians.  It should never take 16 + days to replace an AC unit or any equipment.