Quality Air Hvac

I have time today...and they still haven’t come to fix my unit. So you have been warned cause this review is gonna be as long as the Nile... I was assigned this HVAC technician by my home warranty (AHS) on 7/24/20. I was given an appointment for 7/31/20. Two technicians arrived on 7/31; they were punctual and courteous. I explained the problem and they suggested that I get coolant added. I asked if they could search the system for a leak because I didnt want to keep adding coolant every summer. The technician said that I did not have a leak but could use some more refrigerant which should make the system cool. 24 hours later... The system is still blowing warm air. I put in a recall with my home warranty on 8/1 and I gave Quality Air a call on 8/3. A gentleman answers the phone and I explain that my system still isn’t fixed. He’s speaking to someone in the background and explains that my coils need to be cleaned. If you’re like me you’re probably thinking “ok, clean them”. But he says he doesn’t think my warranty will cover it. He says that he needs to call my warranty company to verify coverage. 4 days later.... Still no word from anyone so I call Quality Air on 8/7. I speak to a young woman named Destiny. Now Destiny has been my only positive experience with this company. She’s patient, empathetic, and pleasant. But unfortunately there’s only but so much she can do and she works under a supervisor and who appears not to care. Anyhoo...back to Destiny. She answers the phone and is apologetic. She says she’s going to look into it and call me back. She calls back and says that I need to call my warranty to verify coverage and then call them to let them know so they can schedule an appointment. So wait.... Shut the front door....y’all had me wait 4 DAYS during a heat wave and no one called AHS?! 🤬 I call my warranty company to explain the situation and we call Quality Air back on 3-way. No answer. They close at 5p and we called at 4:15p... I guess they wanted to start their weekend early. 🤷🏾♀️ Next week.... I call on 8/10 and Destiny answers. I explain to her that I tried calling on Fri at 4:15p to verify coverage. I explained that I am covered and that the warranty company left a voicemail stating so. I want to say that Destiny mumbled that they don’t have voicemail lol...but I’m going to pretend that didn’t happen. Anyhoo... Destiny explains that she needs to wait for “scheduling”. She says they should call me within 2 hours. No one calls. The next day.... I call back and of course my bff Destiny answers. She apologizes and said that I was not scheduled because they needed to verify coverage with my warranty and they have to call me warranty company. I👏🏿SWEAR👏🏿TO👏🏿YOU👏🏿 At this point I’m looking for the cameras and Ashton Kutcher because of course I’m being punked. Like sis....!!!! Are you kidding me?!?! Tell me you’re kidding.... I’m ****** at this point and poor Destiny can feel it. I don’t know who she spoke to but Ms Destiny put me on hold and came back with an appointment date... Thursday, Aug 13th (1p-5p). 2 days later.... It’s appointment day and I’m hype! I finally can wear clothes in the house. I’m no longer a prisoner to my Home Depot fan. At 2:56p on Aug 13th I receive a call from the technician stating that they cannot make it because it is raining and the job requires them to be outside. If unicorns could cry... So I call Destiny to reschedule. Destiny explains that “scheduling” is gone for the day and I need to call at 9a the next day for an appt. Oh and I can’t speak with a supervisor because he’s in a meeting.🤯 The next day the sup is still in a mtg. And my appt cannot be scheduled for today but can be scheduled for next Tuesday. Another week. Quality Air does not care about Quality Customer Service or Quality Communication or Quality “Have your sh*t together as a company”. I’ve never been so strung along and so disappointed by a service. Ever. And the only reason I wrote this over-the-top review is so everyone at Quality Air can know that they need to be do better!

This company is absolutely horrific! I only had to use them because that is who my home warranty assigned to the problem. It started of good and went downhill fast. I put the service order in and called the company to ask for emergency service. I left a msg explaining my Air Condition stopped working and it is an emergency because I have a new born and my wife just had a c-section and is recovering, and if they can please come out as soon as possible. I got a call the next morning that he was coming. GREAT. He checked a few things and said he could not do anything that day cause the attic was too hot which I totally understood at the time. We left it at he will have his guys come out on Wednesday early in the morning. Ok Fine, i will get a window unit and make it work for a few days. Not ideal but okay. This is where it starts to get really bad. The window unit and one room confinement is not cutting it given our circumstances. Zero communication from there. Tuesday comes I have not heard anything so I call them. The receptionist says I will get a call back. They never call back. Wednesday comes and goes, still no call and they did not show up in the morning. I call my home warranty company Thursday morning and explain the emergency situation that I am in. They call Quality HVAC on my behalf, and when they come back they tell me that I will get a call by 10am. Of course 10am comes and goes without a call. I call around 12 and she has to call back. “Sorry we were busy on Tuesday” (mind you it is two days later after a second promised missed call) Once she does call me back, they tell me they can not come back out until 7/29. Mind you this is 12 days later for them to send a tech to diagnose the problem, not even to fix it. I explain the the women on the phone, again, I have a baby that is less than 2 weeks old and a wife recovering from surgery. This is dangerous in 90 degree weather. I also explained the the attic was very cool in the morning when i checked and tomorrow would be the perfect time since it was going to rain again. She say she will talk to the owner and call me back. YUP. You guessed it. NO call back. They legit couldn’t care about the safety of people even in the most drastic of emergencies and refuse to have the common curtesy of actually of even picking up the phone to call. Now i call my home warranty Again to further explain the obvious and extreme severity of the situation, so they again call Quality again only to be told to send the job to someone else Because they can not “diagnose” the problem until the 29th like they said. So now a week later. I’m no closer to getting the AC fixed to too keep my family safe from a heatwave than I was when this first started. In fact i have to start from scratch. Countless hours trying to get this resolved while out of mind worried about my family. The fact they were going to send someone to my house to “diagnose” the problem 12 days later from the request and then potentially have to wait for parts and a day to do the work is absolutely Absurd and Unacceptable. Here is some advice from one business owner to another. 1. Communication is Key and your company is terrible it. Simple communication could have gotten this going in the right direction. 2. If you are too busy too get back to people when you say you will, that is a serious problem! 3. If you are too busy that you can not get out to see someone until 12 days later for a diagnosis and potentially longer to actually do the work. It is your responsibility to tell the customer you can’t help them from the start and give them the option to make other arrangements given the severity of the situation. 4. You should have never took the job if you couldn’t do it! When its 90+ degrees and going to be 100 degrees on monday, EVERYTHING I should be treated as an emergency and if you can not do the job, don’t accept it and waste more time and put families in further danger. All in all, This is insanely dangerous!!! Then add in that two times I expressed that I have a days old baby in this heat and a wife recovering from surgery. Even more of a red flag that if you can not do the work in a timely manor you need to communicate that and allow someone else to do the work. Money aside. Have some human decency here when someone is telling you they are in a dangerously situation. After reading some of the other reviews I see this is not an isolated incident, just business as usual for them apparently. I hope that anyone that is considering using this company understands your lack of empathy, communication, integrity. Take it from me. They DO NOT care!

This company needs a new customer service representative. Akita or whatever her name is, forced me to pay up front. When I asked what guarantee do I have that they will show for the job, she said you have an appointment. I proceeded to explain to her industry practice dictates 50% up front & balance at the end of job. She told me that had to pay 100% up front. So, I said if they don’t show up I will cancel the transaction. She also admitted to not being able to hear me. But instead of asking for me to repeat myself she hung up the phone. When I called back, I asked her to repeat back what I had said to her and everything she said back was wrong and hung up again on me. She lied and said she had refunded my money and she did not. She refused to let me speak to her manager. This company never showed up to complete the work. I had to call my bank and cancel the transaction. their customer service representative is a liar and unprofessional . I do not recommend this company ever.

Everything was awful. There was not one positive experience from their 4 separate visits to the house which spanned 6 weeks and ultimately did not result in fixing the main underlying problem. Their office staff is rude and unprofessional. The actual technicians were always late and once never showed up at all after pushing it back for several hours. One visit was mainly to fix a small leaking pipe in basement requiring a cap. They showed up late, brought an empty tank for their torch and had to leave for 2 hours to get a new one. They also manage to start a leak on a separate plumbing line in my basement and then refused to fix it saying it had nothing to do with them, even though it was right next to where they were working. There was no communication between the staff members and ultimately, without telling me, they simply refused to any further service and my warranty company sent out a more competent, reliable and friendly HVAC company. There are plenty of options for the services they provide. Do not use them.