Williams Comfort Air

I contacted Williams Comfort Air in May of this year to schedule a tuneup for my AC that would be covered in my maintenance agreement. I was told that I would not be able to get an appointment for over two months. That is unacceptable! This leads me to believe that I would also have to wait a long time to get my HVAC repaired should it need it in the future. The maintenance agreement states that you will receive "priority service over non-plan members". So I did not make an appointment. The same day, I called another large HVAC company and made an appointment to have my AC serviced two weeks later. I called Williams Comfort Air again and told them I wanted to cancel my maintenance agreement. I was told that I would have to provide my wish to cancel in writing. So I wrote a letter and delivered it in person to the Williams Comfort Air office in Carmel (I work down the street). I waited a while and didn't receive any communication from Williams Comfort Air. I contacted them on July 23rd about cancelling my maintenance agreement and they said they did not receive anything regarding cancelling my agreement. I told them about hand-delivering the letter (which I have a copy of) and gave them the name of the lady who opened the letter in front of me. They said they would cancel the agreement and that I would receive my refund in 5-7 days. Two weeks went by and I've still not received my refund. I contacted Williams Comfort Air about this matter again on 8/6/2014. They said my maintenance agreement had been cancelled but were unsure why my refund had not been sent. My next course of action will be to visit their office again. Based on my experience, Williams Comfort Air is not a reputable business and needs to handle customer service differently. I learned that William Comfort Air is owned by a national security reseller named Defender Direct. Check out Williams Comfort Air's web site for verification. Defender Direct is based in Indianapolis and they operate a large call center that handles the calls for the security and HVAC businesses they own. So technically, that makes Williams Comfort Air locally owned. In reality, Defender Direct is purchasing HVAC companies in large cities across the U.S. Their appointment scheduling is no different than the previous HVAC company I had. Overall Rating = D (A for the service done - F for the scheduling)

They performed a detailed quote based on our house measurements and our needs. They did not try to sell us more than what we needed but did a good job of explaining our options. Their price was competitive with other quotes that we received. The work was done as scheduled and the two installers were respectful and professional.

The tech arrived on time -was professional and spent approximately one tuning up the air conditioner. A really good deal!

The installation went as planed. The technician came at 9am and had remove the old equipment by 12 noon. They had installed the new system and was gone by 3:30pm. They cleaned up their mess and took all their trash-boxes & papers with them. I was please with their work and how they left my home.

the service provided arrived ontime and completed the work quickly, and did a great job.

Tech tuned up AC and reported multiple issues with the unit. It is almost 20 years old and I knew that it was only a matter of time before I needed to replace it. Of course with the laundry list of issues he found, he recommended a replacement. While a few of the issues seemed legit (freon leak and bad capacitor), he recommended a blower wheel cleaning that would have cost almost $300. However, at least 2 other HVAC guys said this was completely unnecessary and wouldn't impact the performance of the unit. I had the feeling like I was getting taken, which I've been told is common practice among some HVAC firms. In the end, I knew that investing the money to fix the freon leak was probably just prolonging the inevitable and WIlliams had good ratings, so I scheduled a new install quote to see what they were willing to offer. The sales guy, Mark, was fantastic. He could have tried to upsell me a number of times and didn't do so. He also explained that the if I simply wanted the old unit fixed that he was happy to arrange it and didn't push us. He was honest and took a long time to get to know our preferences to help us make the best decision for us and our house. He walked us through all the potential options and costs. After getting another opinion, his recommendation and price were very comparable. Ultimately we decided to go with another company to do the install because friends had raved about the service and honestly I felt leery about entrusting the service of my new unit to techs that recommended unnecessary services. I might be willing to use their services again because I have heard good things about the company and there is the possibility that this was an anomaly, but I went with the company that I trusted a bit more.

The service went fine. They tuned up both the AC and furnace. One technician came out for the service and was very professional. I had no problem contacting the company or scheduling the service.

Great service. Provided lots of good information. Would use again in the future

They just check everything and make sure it’s running. If there’s any cleaning or something, they always go ahead and change the filter for us. So they do it at the same time. They did well. We chose them because they had a maintenance offer, and we had also used them in the past and we like using them. We’ve always liked their staffs that have come.

Way Way overpriced .... The technician was very knowledgeable on my system. He was well versed on how to look at my system errors and check for problem.. My system error stated multiple Icing up issues on my system and he stated that it is usually caused by low refrigerant. He checked the pressure in my system and confirmed the low pressure and stated that it was most likely due to a leak somewhere. He wanted 269$ to search for a leak in the system. Then we got into a good discussion of what the scope of his service call was. I was working with a home warranty company and had to call them for instructions. while we were on hold he did a quick courtesy check of my evaporator coil for a leak and said he found one and was writing up an estimate while I was waiting on my home warranty company to tell my what to do. He wrote up a estimate of a 94$ service call, 269$ to find the leak, and 2565 to replace the evaporator coil. Do the math, this totals 2928$ to replace the evaporator coil. The technician continued to try to 'up-sell' me and to buy a new system completely for 5000$ to entirely replace my 7 year old system. My home warranty insurance company entirely balked at that price and informed me that they were sending out their own approved vendor. This other vendor ( not Williams Comfort Air) did the replacement of the evaporator coil, recharged the system with a 5 year warranty, parts/labor all for 950$. Williams Comfort Air is entirely free to charge whatever that want when they write up the estimates. I don't dispute that. Their technicians are knowledgeable. But their price was so absolutely out of normal that I felt I just had to write this review.

The price seemed a bit high for an hour's work, especially since I provided the parts. But the tech was very friendly and did a nice job getting new thermostats installed.

It was fine; they worked on my furnace. The tech was good and he found some problems with the heat exchanger, which was cracked. They sent another person back out to quote the job for the heat exchanger. However, I found another company who gave me a better deal, but for what Williams did, it was fine.

Service technician arrived promptly and identified the AC coils to be frozen. Further diagnosis could not be completed until the coils thawed BUT the technician advised that there were probably lots of holes in the coils and possibly in the freon lines extending from the exterior unit to the interior unit. Technician also advised that the melting coils would drip through the furnace and likely fry the circuit board in the furnace, potentially ruining this equipment as well. Before leaving, the technician offered a $169 labor and maintenance warranty - something I found odd since a full diagnosis and repair/replacement had yet to take place. Since the thawing coils may ruin all equipment, a Williams sales associate was scheduled to come the same afternoon to review options for replacing all units. The sales associate arrived and made many of the same comments as the technician about holes in coils, water ruining circuit boards and likely needing to replace everything. Again, the sales associate talked up the $169 labor and maintenance warranty. After listening to the sales associate and receiving a quote to replace the existing unit with a comparable unit, I asked about Williams ability to work with our home warranty company. The sales associate said Williams does not work with home warranty companies and made blanket statements about the quality of work (likely to be poor) we would be able to expect from the technicians the warranty company dispatched. Two days later a very professional technician from an established Indianapolis-based heating, AC and plumbing company (contracted through the home warranty company) visited to review the situation. As the coils were thawed, the technician began his inspection finding nothing wrong with them, the blower (something Williams never checked) or the furnace circuit board. Outside, the technician found the freon to be low as a result of two valves being loose. Williams never checked these valves either or indicated that the issue could be as straightforward as tightening parts versus replacing entire systems. A full repair was made by home warranty approved company and the system is working fine. Savings between the cost of repair versus replacement was over $5700. As Williams appeared incomplete in their inspection AND overeager to sell a new system versus fix the manageable issue, I can't trust their judgement moving forward. I will never call Williams again for heating, cooling or plumbing needs.

I had to call them when they were really late, and they ended up coming out five hours after the appointment time. No one called me to let me know they were going to be late. Also, the inspection was very minimal for the coupon price in the Angie's List magazine, and I had to sign up for a service warranty to get a more thorough inspection. But, after all this, they performed great work.

It turned out fine. They sent out 2 techs that were prompt - one of whom was in training. The tune up took about 30 mins. to do.

Met with Joe who arrived promptly at set time late in the evening to tune up and clean out the AC which had a lot of cottonweed in the coils and some extra freon was needed. A previous technician from another company apparently did not clean out the AC correctly so I have switched to Williams Comfort Air for my AC & Heating maintenance. Thanks, Joe - for a job well done!

We needed additional service, but these guys were very good.

I waited for the company to call for the spring service, as they had done for the winter service, but no one called. Eventually, I received a notice in late May via mail to make an appointment. I called and made an appointment for July 16. In the meantime, our system (electric furnace/heat pump) did not function when we turned on the A/C. I called Williams and told them of the problem and the need for a service call. I explained that we had a home maintenance contract which would require the service tech to communicate the problem directly to the warranty company. I was told by the customer service rep, who conferred with another person, that the company's policy prohibits the tech from talking to the warranty company. I understood the company's position, but I explained that because of the policy, I would need to go elsewhere for the service. Eventually, I determined that because of the severity of the problem and the age of our system, we needed to replace the entire system. This was done June 19. I called Williams on July 2 to cancel the July 16 service call and to request a refund of the amount paid last December 8 ($298.00), given that the company had not performed any service up to that point. I expressed to Amy, the customer service rep, that I respected the company but that in our individual case, everything seemed destined from the outset to go wrong. Amy was very professional during the conversation. she assured me that she would refer the matter to the quality assurance department and that someone would contact me early the next week (following the July 4 three-day weekend). She said that she would call me July 7 or 8 to follow up on the matter. That was my last communication with the company. Today is July 17, almost 2 weeks beyond the date that I was to receive a call from someone in the company. At this point, I am not confident that the company intends to follow up, hence the "F" rating. I want to emphasize that I've never expressed any expectations, nor have I made any demands. My conversations with the phone service reps have been respectful and professional. Unfortunately, the company's failure to appear for the Feb. 6 appointment combined with its failure to extend the courtesy of a reply to my July 2 request has culminated in this unfortunate review. Everything between Feb. 6 and July 2 notwithstanding, this has not been a pleasant experience.

Williams was called after having problems on a non Angie's List approved provider. Williams was very professional, prompt, and performed work quickly. Could not believe how well they cleaned up after their work was finished. Service tech who came out to inspect our old unit was very knowledgeable and pointed out a few items that were not done properly on the previously installation. Took time to look up information on a unit what only had a model number and no manufacture name. On his estimate of work that needed done we decided to have unit replaced. Sales person arrived later that same day and went over options with us and had replacement setup for the next morning. The team that came out was very professional and took care of everything including a good demonstration of the unit and new electronic thermostat. We would definitely recommend them to others in need of service.

Arrived on time, explained what he was doing, and provided quality service to our air conditioner, which was previously laboring to cool the home and is now doing so easily.

Everything went well, as it had before. They were able to come out Sunday right after I called and got the entire unit out of my house and replaced in about 4 hours.

My experience was fine. We have a contract set with them now. When I call with a problem, we get a response right away. I really like them.

It went great- no problems, it was just a routine service.

They worked with all the ducts and return air vents inside the home to force all dirt and dust out of the ductwork. The two gentlemen were very professional and explained all aspects of the job. It was very reassuring that they cleaned thoroughly the heat pump and dryer vent. We had some remodeling work done on this home and to know that the dust and allergens were pushed out of the ventilation system was a great feeling.

I had a maintenance plan that I bought through them. I don't like them anymore. Last year I paid Angie's List for them to do a tuneup on my air conditioner. They told me that they thought this and that were problems so they sold me a maintenance plan. They told me they would do the furnace in the winter and the air conditioner in the spring. He said I need more puron. I didn't want the maintenance plan but he wasn't going to give me any unless I bought the maintenance plan for the future. Even though I had paid for the tuneup, he wouldn't give me a good deal on the puron. He said he could fix the air conditioner to the standards if I bought the maintenance plan for the furnace and air conditioner this year. He did the furnace for no extra charge because it was part of the maintenance plan. They said they thought something was leaking there but this house is only 3 years old. It was brand new and just built so I didn't understand any of the stuff. The same guy came this year and said I needed a little more puron and he wasn't going to give me any more unless I bought another maintenance agreement. He said me that he had other places that he needed to be so he didn't have to be here. I hate this company with a passion and I don't want anybody to use them. I thought he did a good job last spring but he started quoting me different rates to look for a leak and I didn't have any proof that what he said was true. He was not professional in any way.