Choate's Air Conditioning Heating & Plumbing

TLDR: Techs and plumbers are good. Communication exceedingly poor and often confusing with one rep just lying. Last June it took a week to get my AC repaired. A fair amount of the delay was due to very poor communication and unexplained emails with a total of 5 different quotes. I foolishly signed up for their "FamPlan" thinking it would save me $ and expedite services. After a snafu scheduling service for a slow standpipe a plumber snaked it and we thought that was it. (That tech said I was an add-on to the end of his day though by phone a rep told me it had been scheduled when I originally called a week before._ Continued to overflow. Second plumber could not repair and I was told I needed replacement of pipe below the house. OK. I was emailed a link to their quote which included a particular service listed/ billed twice. I attempted to contact on their customer portal and have called twice for an explanation. No response for over a week.

Terrible customer service. Last spring took 10 days to repair AC, partly because the ball was dropped ordering a part. I had to call twice after receiving emails with 4 or 6 different quotes, no explanation. Online scheduler wouldn't work so I left a voicemail after hours. An employee called back and offered expedited service (not weekend or after hours) for an extra $100 even though I said it's not urgent. So I was scheduled for 10 days later despite being on their family plan. No confirmation, hasn't shown or called within the window. So I called again. Am I scheduled? No. I insist on talking to a CSR who apologizes and says I am on the schedule. I won't ever work with them again.

I purchased an HVAC system from Choates in 2013. Every single summer since that purchase, the unit has had problems. I would call Choates to come out and they would, and of course every time they came out the cost would be at a minimum $150 or more....almost always MUCH MORE. It was always something with this unit. Instead of replacing an obviously faulty unit, Choates would put a band-aid on it. This summer, the unit started leaking through the ceiling and the whole house started shaking violently. Choates told me that I needed a new evaporator coil. After I agreed to take down a bad review off the internet, they agreed to replace the evaporator coil and charge me for the coil only and not for labor since it was within the 10 year warranty for parts. I waited weeks for the evaporator coil to come in, and during that time paid $100s of dollars to put freon in my unit to keep it running during the hottest part of the year. When the coil finally came in, Choates replaced it, charged me approx $1,900 and told me everything was working fine. The next morning, I turn on the AC and it doesn't work. Choates comes out and tells me that there's another problem and unless I fix it, the AC isn't going to work. I asked why this wasn't noticed the day before, and the excuse was...well the technician was focused on replacing the evaporator coil, so he just didn't notice it. Bottom line, I ended up having to pay another $2,000 to get a working AC. In two days, Choates managed to steal almost $4,000 from me. I say steal because of the extremely shady business tactics Choates uses to extract as much money as possible from people who know nothing about HVAC systems and must rely on what the technician tells them. I asked how much it would have cost for me to get a new unit and the technician tells me probably around $7 to $8,000. So, in two days I paid Choates over half of what it would have cost to replace the entire HVAC system. DO NOT USE CHOATES!!! YOU WILL REGRET IT!!!!

Great! We had 3 quotes for this and Choate’s came in the beat price for exact same service and equipment. Excellent communication throughout the process. The entire replacement was done in less than two hours. The installers took great care in ensuring everything was clean and were very professional. Highly recommended.

Dustin W. helped me tremendously! I’ve used him twice and the first time he helped me troubleshoot a plumbing problem to avoid replacing a pipe because I thought I was about to renovate my kitchen. When we decided against the renovation, he came out to replace the pipe. Both times he was courteous, kind, and professional. He even engaged with my two year old son which made his day. I will be using Choate’s for all of their services moving forward.

Aaron was informative and helpful with our options. He called the manufacturer of our furnace to check on our warranty for us. He took the time to discuss the purchase of a air purifier for our allergies and was understanding when I told him we could not do that at this time.

Dustin did a great job. He was very knowledgeable and didn’t take long to take care of our problems. We would definitely use Choates again.

Excellent!!! This company and their employees go above and beyond.

3 ton and 2 1/2 ton compressor units installed with new coils installed as well.

Great technician was very nice and extremely professional! Very glad I went with Choates!

Our technician Michael was exceptionally polite and knowledgeable. He identified our plumbing problem quickly and worked hard to solve it in short order despite it being so late at night. We are thankful for Choate’s and especially thankful for Michael for their help.

Cleaned out clog in main drain plumbing as well as repaired kitchen disposal. Kenyale Pirtle is absolutely awesome!!! He did an excellent job and is extremely knowledgeable, professional, efficient, and conscientious, just to name a few qualities ! We are exceptionally pleased and will definitely call again in the future!

Everything went great. Our technician Dustin was very knowledgeable and professional. We definitely would ask him to return.

Extremely professional and friendly technician. Very thorough inspection.

Service tech Brandon was very considerate of our needs and informative as to what was needed and why necessary. I felt comfortable having him in my home.

They were late. However, when they got here, they worked quickly and professionally. I had my ducts cleaned, dryer vents, plus had a APCO UV light system installed. I had a friend have this done at her house, and she was very happy with the results. However, she doesn’t live in Memphis, so used a different company. I suffer from bad allergies which causes me issues with asthma. My house was built in 1953, and was retrofitted with HVAC in 1968. I had the ducts cleaned in 2006 after having the floors refinished. However, that company used negative pressure which was ok. Choates used the brush system which I feel sure did a much better job. By the way, this is a messy project because they take the vent covers off and actually put the rotating wheel brush up into the vents. However, they did vacuum after themselves before they left. The being late was due to a miscommunication from someone in their office forgetting to call and let me know. I don’t think that will happen again.

Very well. Mike was professional. He explained everything he did. I did not feel hurried into purchasing anything. I appreciated his knowledge & expertise. I was very satisfied with your company’s service.

Great response in scheduling. They were on time and very professional. Highly recommend.

Patrick was wonderful. Noted upcoming problems and gave estimates for some installs I want

Last night both a/c shutoff switches failed (Choates installed the unit and has been performing bi-yearly maintenance check ups). Now our ceilings are ruined! Either the switches were never installed correctly and/or someone has not been making certain they were working during their maintenance visits we have been paying monthly for.

The job was done efficiently and in a reasonable amount of time. After the work was done the cleanup was excellent.

Everything went well from the initial diagnosis to the installation process. Allen Bush was extremely knowledgeable and professional. He represents the company well. He was proficient, thorough and explained everything in layman terms where I was totally satisfied and comfortable with the work completed. So far it has been worth the investment.

Belphi was the tech. sent out today. Like other technicians from Choate’s he was friendly, professional and thorough. One of the things I really appreciate about Choate’s is that they aren’t always trying to sell you stuff.

Everything went great. It was done quickly and professionally.

The technician was courteous and professional. He was very thorough and made adjustments to things he notice while diagnosing the problem. Excellent job!