Biggs HVAC Inc

We have worked with Biggs for many years- ever since they bailed us out of a terrible situation with another HVAC contractor. I cannot praise their professionalism, honesty, or integrity within the confines of a five star review. On a five star scale, I would easily give them a ten. We have continued, since that time, to have them do all our preventive services and any repairs. I cannot sing high enough praises for the company and all the technicians.

Better than I was worried about. Plumbing is new to Biggs, but the HVAC business is trusted, so I tried the plumbing. The plumber looked at the tasks and went out to buy what he said was best. He replaced a kitchen faucet and both cut-off valves and the same thing in two bathrooms. The new faucets are way better than the original and they don't leak all over like the old ones. I was surprised that he replaced 20 year old cut off valves but I am glad he did. He also turned on the outside faucet so that when he turned the water back on at the street, the dirt from the water line would not get into the house. Very professional.

The tech spent about 2 hours checking and cleaning and testing the equipment and then left. This was a free service with the payment of my annual fee. He installed a new air filter, as promised.

I cannot recommend Biggs to anyone. I find their customer service simply awful. Here was my situation: 1. On Monday Feb 12, I had your technician (Erin) out to do maintenance on my heating/AC system. In addition to the maintenance performed, your technician recommended I put in a new safety electrical cut off switch if drain pipes get clogged. Erin did an excellent job communicating why the work he recommended was worth doing. I had him do the work that day. 2. On late Saturday evening of Feb 17, my AC/Heating system stops working completely. It would not turn on. 3. On Sunday, February 18, I called the emergency service line. I am told that even though work was done on my system a few days before (electrical work, not just maintenance), for someone to come out and look at the Heating Unit it would be $139 charge. This seemed unfair because electrical work was done just a few days before. I asked Erin to have a manager call me to see if given my situation the fee could be waived. No manager was willing to call me back on Sunday and discuss the issue. 4. I call Monday morning on February 19 and explained what is going on. I explained I'm frustrated that someone wouldn't come out on Sunday because I have to travel on Monday at 10:45am on a business trip and I won't be back until Friday. I also explain that my wife does not feel comfortable having work done on the AC/Heating units unless I am home. I talked to Amy and she was extremely kind and worked me into the schedule that morning. 5. Monday morning Doug comes out and determines the problem is a bad door cutoff switch. Doug does not have one of these with him. Doug is not sure whether it will be necessary to order a new switch or not. After about 20 minutes on the phone Doug informs me he thinks they have a switch. By this time it is around 10:15. I inform Doug that even though they found the switch, I have to leave at 10:45 and my wife has Dr. appointments from 11:30 on and that it would be best to reschedule th rest of the work for Friday when I get back. Doug then informs me since I decided that, and since we don't have to order the part, that he will now need to charge me a $93 diagnostic fee for today. I did not think this was fair as this scenario was not mentioned to me as a possibility beforehand. I called the office to talk to a manager. None was available. I asked Shantrell to have one call me. They never did. I paid Doug for the diagnostic fee. 6. I arrive back on Friday. Doug comes out and replaces the switch. He did a fantastic job. I paid him for the work. 7. I then called the office to discuss the diagnostic fee and explain why I didn't think it was fair. I got to talk to Amy again. I wanted explain everything that had happened, but Amy cut me off and said she was already familiar with everything. She seemed quite adamant that she felt like since I wasn't willing to let Doug come back later on Monday, I most certainly needed to pay the $93 diagnostic fee. She also made it clear to me how she was doing me a favor working me in and really made me feel like I had no business asking for the diagnostic fee being waived. I told her that she was going to lose a customer who pays every year for an annual maintenance contract. She did not care. I told Amy I disagreed with her position on this. I respectively said good bye and she did the same. So given all this, here are some recommendations. 1. As a customer, if I had substantial work done (new drain overflow electrical cut-off switch installed) its perfectly natural to think when my unit shuts off completely a few days later that maybe the problem is related to the work you just did. It's frustrating that in that situation its not worth having a policy that allows someone to check out what is going on. 2. I explained to Amy that if someone came and identified the issue on Sunday, then they could have picked up the part Monday morning and completed the work before I had to leave at 10:45. When Amy heard this she immediately argued with me and said no, that still wouldn't have been enough time to get the part and install it by 10:45. Whether Amy was factually correct or not is irrelevant. Arguing with a customer is a no win situation. 3. Amy made an on the spot emotional decision to inform me she would not waive the diagnostic fee. While emotionally that might have felt good because as a customer I irritated her, it's a horrible business decision. I'm a customer who signs up every year for annual maintenance. My AC/Heating units are getting older. They will most certainly need lots of work for many years to come. Those two revenue streams are now gone. What Amy should have done is said, "I'm sorry, let me go talk to the owner and let me see if anything can be done about this." At the very least you all could have given me a discount on my next service. It usually doesn't take too much to make a customer feel like you tried to make a bad situation better. 4. As an irritated customer I can make a solid case that Biggs HVAC did not care about me enough to make a call when things were bad. I can also make a case that I was legitimately surprised with a charge I was not warned could occur. None of this is good for business. 5. I emailed all of this to the owner of the company. I was not even worthy of receiving a reply to my email.

I contacted Biggs Heating and Air to diagnose an issue with my HVAC system on 11/20/2017. The technician diagnosed what he thought was the problem. I corrected the issue myself and found the corrective action did not fix my heat. I called Biggs back a few days later told them I still had issues with my Heat system and wanted them to come back out to rediagnose the problem and asked that I not pay the “trip charge” again since the issue wasn’t fixed the first time. They sent the tech out again on 11/28/2017. Upon arrival the tech found the heat strips on my Air handler were not and had never been connected on my downstairs unit. He tech connected the heat elements which corrected our issue. The tech brought me a bill upon completion of his services which reflected another trip charge and the cost of connecting the heat elements that were never connected. The total bill was $147.19. I asked the tech and the “office staff” Amy to adjust my bill and take off the trip charge but I was very willing to pay the fee to connect the heat elements on the unit. Amy from the office said she would contact the Tech on site and he would let me know. About 15 mins later the tech approached me with the request that we “pay half of the trip charge.” I declined and asked that I only pay the charge of connecting the heat elements since this issue should have been corrected during the first visit. The tech quickly and politely agreed. He adjusted the bill and I signed the bill with the corrected amount of $52.18. The bill had a charge of $48.88 to connect the elements and $3.30 to pay NC tax. I paid the full amount of $53 in cash. The tech completed the bill/receipt and I signed it after he reflected my bill was paid in full. Biggs HVAC has since turned my account over to collections. I contacted the company and informed them that I paid the amount agreed to on the date of service. The company has stated that they turned it over to collections because I refused to pay my bill. Unfortunately, I have NEVER received a bill stating the total owed of $130.19 which is the amount they are attempting to collect. I have one bill/contract that I have signed for a total amount owed of $52.18 for which I have already paid in full.

All went perfectly

Some connections were improperly done, but quickly corrected. Otherwise, everything was more than satisfactory. Follow up service has been excellent.

They seem to be a pretty good company.   They did a good job.  They go ti done in a day. They were great. After the installation they have a quality man to check everything over.

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Biggs HVAC did a professional job.

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Uneventful. System was replaced as advertised with no fan-fare or hassles.

The only issue came from one city inspector who refused to open the lock box. The other inspector had no problem using the lock box. The house was unoccupied. The city charged $70, which I was required to pay. This is a Raleigh inspections issue, not an issue with the HVAC contractor.

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The response was immediate. We called on Thursday and they responded the next day because of a prior commitment we had for Thursday afternoon. We made an appointment for 8AM on Friday and the technician (Doug Rook) was right on time. This gentleman was very helpful, courteous and with a friendly demeanor. He listened to our complaint regarding the thermostat. The thermostat had to be set 6 degrees warmer to maintain a temperature at least 6 degrees lower than the setting. For example, to maintain 68 degrees we had to set the thermostat to 74 degrees.
The tech explained to us in detail how a heat pump system works and showed us where the various major components were located and what the component did. We were used to natural gas furnace systems in the upper Midwest where we came from and were not too familiar with heat pump systems.
Doug checked things out and replaced the thermostats with better programmable technology thermostats. Additionally, he explained in detail how to program the thermostats. The house feels much better now temperature wise than before. In short, we are pleased with the response and service provided.
Based on this experience we will definitely remain customers of Biggs HVAC.

I have been using Biggs HVAC for the past year and they provide excellent service.  They are always professional, honest and prompt in solving all my heating and air conditioning issues.  Their annual service maintenance is definitely worth an investment.  These are definitely good people to work with and you can trust.  I highly recommend Biggs HVAC!

I would highly recommend these folks to anyone who wants to be treated right from start to finish. The whole crew was very professional and knowledgeable . The work was inspected by management while the work was being done. Also, there was a final inspection after the work was completed which in itself took more than an hour. They also did an excellent job cleaning up afterward. They left absolutely no mess at all. They are the best in the business!!

After my AC went out upstairs, I called 2 companies to check out my unit and provide an estimate for repairs. One was from Biggs and the other was a competitor. Biggs found what had broken and gave me an estimate for repair. It made sense financially to forego the repair and replace my 11 year old unit with a new more efficient model. I had received a couple of estimates for replacement and went with the one Chris at Biggs gave because of others I know who used them were happy with them. Chris was very helpful and gave me several options of units. He was able to answer all the questions I had and explain anything that I needed him too. Three days later, Chris showed up at the appointed time (8am) with Josh and JT, who were going to do the removal/installation. They went over what to expect and any additional questions my wife and I had. Both Josh and JT were very good. They were professional, respectful, clean, diligent and focused. By about 330pm, the system was up and running. The areas of work were clean and I was being given a tutorial on how to use my new touch screen thermostat. Two weeks later, Wake County came out for the inspection, and the install passed. I was very happy with the experience I had with Biggs. Amy, who I spoke with over the phone at Biggs a few times since my AC went out at first, was also a big help. She helped get a tech out the same afternoon my AC went out, schedule and remind me of the Wake County mechanical inspection, billing, and questions about their service contracts.

Biggs HVAC is a class act among the plethora of HVAC companies in the area. I am very satisfied with everything they did. And I am very very very happy with the unit recommended and installed. I will not hesitate to call Biggs for help or questions. I would also recommend them to anyone I know.

great - top rated techs and knew what they were doing.

Three years ago I had them rip out my entire HVAC and replace it. I bought the semi-annual service contract and still renew it annually. Right at one year my outdoor unit stopped heating, in January, and they promptly sent a man out to put in a new part. The repair took an entire day and, because it is a part which rarely fails, they had to ship it in by air. They ran point for me and the manufacturer paid for all of the labor (8 hours) and the part and everything except $75. And the bill was huge. The unit they installed runs efficiently (my electric bills have been lower since the replacement) and with the service contract they check it twice annually to prevent future problems. Every one of their representatives who I have dealt with has been a professional. They started by telling me that the servicemen are prohibited from smoking in the house and cussing on the job.

- Quick and willing response to all questions -- and to work required.
- Prompt arrival on job.
- As far as we can tell, the job was well-done. City Inspector very complimentary about Biggs HVAC, Inc.!
- No hidden costs.
- Benefits (cleaner air) immediately noticeable.
- We would certainly recommend Biggs HVAC to others.