Conway Services

It was absolutely horrible. It took them to come 3 times to get the inspector to pass it. They were supposed to work with the power company to change out the gas meter because the gas meter was now too small with everything I had. That took literally 3 months to do and they kept going back and forth. It was just a mess. I'll never use them again. They had no follow through. They don't follow through with their work. They say they would do everything for me but they don't.

Conway Services scheduled an appointment to replace HVAC at my house, didn't show up, and never called to tell me why. I had to call back four times before someone actually told me they were refusing to provide service on a $15,000 job. The three times before they told me a manager would call later, but a manager never called. The answer I got was that they refused to service HVAC at my house because the owner of the house is out of the country and cannot call them. The owner, in writing, told them to speak with his attorney, who can sign anything on the owner's behalf, yet they still refused. Their representatives literally did not understand the concept that an attorney can sign for their client. One of their managers said, "Well, how am I supposed to know that this attorney isn't lying?" The really infuriating thing is that rather than being honest with me and just saying they refused to do the work they strung me along by not calling me back and making a bunch of excuses every time I did. I counted on them to fix my AC. Now a week has passed without anyone even looking at it because they wouldn't admit they refused service.

Installation went extremely well. Installers communicated with me through each step, made sure to protect floor/carpet to/from the 3rd floor. Workmanship on the install was excellent, including the seismic (2x4 frame, strapping, etc). C'ville inspector found no problems. My only knock was during the quoting. I'm not a fan of all the magic numbers/adding on the side, then just giving me a single price. I prefer line item pricing for everything. I don't like the 'they may have to do this/that'...including 'they might have to do this on the roof, if something needs done with the vent' (which definitely did not occur). I felt OK with my 'final' price. This is because I knew the price of the unit, it truly took 2 men to deinstall the old one, and the seismic frame was more substantial than I thought it would need to be. Overall great work.

We will not ever use them again. They installed all the equipment without even telling me that it was an older equipment. When that equipment went out and it was a warranty issue, they tried to say that they never sold me the equipment. That's why I went with another company. I was expecting a brand new equipment. To me, that's shady.

They came out to evaluate the home hvac system and reported that the entire unit needed to be replaced. They charge $80 to "diagnose" the issue. I paid the fee and said I needed to get a second opinion. I called a small firm that I had used in the past, Lane's heating and air, and they came out the same night and found that the blower motor wire had become broken at the point it connects to the motor. They fixed it and charged me nothing for the service. I feel that the Conway service man was either trying to pull a fast one, i.e. Fraud, or was just completely incapable of diagnosing the real issue, which was so simple the next man fixed it for free.

They were okay. We used them for a couple of years, but they were starting to get expensive. They are premium meaning you are paying for the name. I am sure there are other providers that do just as well. They are pretty big and renowned in this area. So, that is what you are paying for. I do not know if we are going to use them in the future. I will probably shop around.

We contacted Conway and two other local competitors for estimates on replacing our full A/C and heating system. We received quotes and statements of work from all three with all estimates within $100 (unbelievable, but true). We chose Conway and I called the "Comfort Advisor" who provided the quote and let him know. He thanked us for choosing Conway and asked when we could meet to complete the paperwork. I recommended meeting today at 5:00 and he agreed, saying he would t me at our home. Fast forward to today (meeting date). I arrived at my home at 4:50, then received a text from the "Comfort Advisor" saying "I'll be there in just a bit" and I replied "OK. Thirty minutes later I he had not replied. Following numerous texts to coordinate the "Comfort Advisors" arrival, it quickly became apparent he had no regard for my time. While waiting for the Conway Rep to show for our scheduled meeting, I contacted Choate and advised if he could match the complete the spec and price quoted by Conway, the job would now go to Choate. Choate confirmed they would match and even offered to bring us window A/C until the work was completed. In the meantime, the Conway Rep texts advising he could meet me in the morning now..... so much for honoring the originally agreed upon meeting team or his offered amended time. He texted asking "Does my last text work for ya?" I told him, "No, we're changing horses and going with someone else. thanks for your time." His response (flippant in my view) was "Good luck". The Conway Rep had no regard for my time or the his verbal commitments on something as simple as time......clearly, he had no respect for our time. I sincerely hope I get a call from more senior staff at Conway.

Within an hour the contractor was at my house and we started talking replacements, energy efficiency, etc... We were able to negotiate a deal in 45 minutes (after a thorough inspection of the system.). 4 days later a crew showed up at the house to replace the failing unit. The crew that showed up was respectful and courteous. They showed up on time, made no noticeable mess, and finished early. The new system works great, is quiet, and I feel like I got a respectable price. Great warranty and an attentive seller were my "warm fuzzies" for paying more than the rock bottom rate at another place.

We have been Conway clients since October 2013 and have paid monthly to be a member of their Comfort Club Program since that time. They have been the only company to provide service on our HVAC since 2013, and we have been generally pleased. However, this latest experience highlights a dramatic drop in the professionalism and service level that we had come to expect from Conway. As a result, we have dropped our Comfort Club Program membership and will no longer utilize them. If we had not already paid a previous service/diagnostic fee for this lingering issue, we would already be working with another company. However, we presently have no option unless we want to incur additional expense. A Conway technician came out on Thursday, 6/16/16 to inspect our downstairs AC unit, which was not cooling. After several hours of inspection including having another technician to our home, they deduced that they had unintentionally fried the circuit board when replacing the capacitor. This was not a part they had on hand, so they stated they would return on Friday, 6/17/16 with the part and replace it. After not having heard from Conway most of the day, we called on the afternoon of 6/17/16 and were informed that they had to order the part and that they would be out first thing on Monday, 6/20/16. After again not having heard from Conway the morning of 6/20/16, we made several calls throughout the day looking for a status and were told that we would be receiving a call as soon as the technician was dispatched. Our final call of the day was at 4:30 when we were told that the technician was on their way to pick up the part and would be at our home shortly. We informed the service agent that we had an appointment that evening and would not be home. They scheduled the technician to come the next day, Tuesday, 6/21/16. Conway arrived on 6/21/26, and despite their previous assessment they deduced that the wall thermostat was the problem and replaced it. Our system operated for a week before the downstairs AC unit again stopped cooling. We contacted Conway and were told they would arrive after 11:00 AM on Thursday, 6/30/16. On 6/30/16 we received no calls and no one showed. On 7/1/16, we contacted Conway at 12:30 PM and were told that we would be contacted via phone by a supervisor. After not hearing from Conway for 3 hours, we called them again and were told that the supervisor would be contacting us shortly. We were contacted by the supervisor at 3:55 PM and were told that a “new girl” had messed up, which was why we weren’t contacted yesterday. I informed the supervisor that we needed to leave our home at 4:30 PM and would be available next after 3:00 PM on Saturday, July 2nd. He agreed to have someone call and come out after 3:00 PM on Saturday, July 2. The issue is not yet resolved and based on the experience over the past two weeks, I’m not confident it will be. Conway was once a proactive, very service oriented company. They called us with status and called after every service to ensure our satisfaction. Our recent experience has been rife with consistent failure to provide even basic status updates. We have continually had to call to get updates and feel like we have basically been de-prioritized and ignored. Given our loyalty and several years of Comfort Club membership, we expected much more. If this is how Conway’s most loyal customers are treated, I’m not sure what the experience of a first time customer is. We’re going into the July 4th holiday weekend with no air in our downstairs and have been without air for approximately 9 days over the past two weeks, four of which were apparently due to something as simple as a wall thermostat not working. Really disappointing.

Jason showed up on time. While I expected him to have to break the driveway to reach the leak, the leak was close enough to the meter that he twisted himself up like a pretzel to reach the leak from the access hole. It would have been easier for him to break the driveway to reach it but he went the extra mile to save me money. The service was outstanding, Jason is a real pro, and the price was reasonable. I highly recommend Conway Services.

Josh was SO nice and helpful. He took his time to look at the stove and the old instruction manual (from 1940) and put a new safety valve on the gas pipe. Then he hooked up the stove and made sure all of the burners came on. We had trouble getting one of the ovens to light so he waited for me to call the place that refurbished my stove and was able to troubleshoot. Everything was done great!

JESSE E was wonderful. Our problem apparently was something he hadn't encountered but he was deterred to find it. It ended up being a simple fix which he took care of perfectly. He was very knowledgeable about his trade and I really enjoyed this service call. I even got a quote for upgrading to tankless water heaters and he was so helpful with this option.

With recent follow up from this company I have updated my review. The company reached out to me over my dissatisfaction with the service performed. I was given a partial refund which was my main complaint with them. This was a very professional and courteous thing to do, and much appreciated.

They did a great job. They were clean, put a tarp down, and got the job done quickly. I would recommend them to anyone.

The work he did on the AC was good but the plumbing was something I would call a "hidden switch". He didn't want to do anything serious. He didn't offer to repair, he said I should replace the toilet. The minimum fee for the the four items I wanted to have done was around $500 including the replacement. I had all four items taken care of at $120 from a local insured bonded plumber. He said I shouldn't tell him what to do because he had been in business long enough. They followed up and tried to sell me other things but I declined. They came in when they said they would.

excellent. solved problem with new, quality parts. knowledgeable, courteous and cleaned everything up.

They fixed it well however the cost for time and materials was I think extremely high. I was not told their hourly rate and I was foolish not to ask ahead of time. I gave an overall B due to cost. I got 'suckered' in with the special price for an hour's work.

Quite a deal for my Angie's List coupon I paid for to get a plumbing service call and $50 credit toward work! I was told the labor rate is over $300 per hour, and they must use their parts to be able to warranty their work. I can understand that somewhat, but they would use the same part I had except theirs cost 5-6 times as much... whatever. (It probably had some special government testing.) I felt the quote was way too high, so no work was performed. I expected shut off valves that wouldn't shutoff to need new washers, but apparently new valves are required. I wonder why replacement washers are even available... There has to be a more reasonable provider that doesn't charge these rates. I understand there are costs involved in any business, but I know of lawyers that charge less. They also have an unique approach to scheduling appointments. The dispatcher told me they would call 45 minutes to an hour before the tech would be at my location. After they called, he actually showed up in less than 30 minutes. Problem was I had no idea when that call would come, so I got to stay home that day and wait. Most things I do away from home would not allow me to be back at home within an hour. Telling me it would be morning or afternoon would have been helpful. Obviously, you should have more than one contractor bid on doing a job if it would be as expensive as they quoted to fix three shutoff valves that wouldn't shutoff. This may be typical behavior for a plumber -- I don't know, but there is room for a new company to emerge that could provide services at reasonable prices. You can be sure that the nice tech they sent out, who was no doubt very qualified and professional is not getting even one-fifth of their fees. Seems like a business opportunity for a plumbing "brokerage" to provide labor services of independent contractors. You would pay for the skill and experience of the individual worker. Of course, TV advertising is expensive I guess. Or it may be that they don't have a lot of work and they have to make up a full day of pay for the tech on the one job they do that day. Overall, I still have shutoff valves that don't shutoff, so I have to go to the curb to shut off the water at the meter.

My water heater went out in the spring and I had Conway replace the heater because they were able to do that in one hour. I paid a little more than I believed I should for the replacement heater but was glad to get it in such short time. My yearly inspection contract was up for renewal this fall and I joined Conway's Comfort Club again paying more than I was used to paying but happy because they also flush the water heater once a year. They came for the first inspection this month, time for the heat system. The tech stated I should be careful who I allow in my home because many might rip me off. He asked that I accompany him to the attic from the garage that I would know what they do in the inspection. He removed the cover of the heat furnace and immediately stated "I don't like what I see here" referring to the pilot ignition switch. He told me he had owned his own H&A company, retired and that Conway had asked him to work for them for he was very knowledgeable and I should be glad that he is my service tech. He stated that each tech supplies their own tools and therefore they have the best available. The man talked non-stop, I had to interrupt to state that my concern was the thermostat, that I wanted him to look at it. He shone his flashlight on the ignition switch and stated that it was gray in color and would give me trouble this winter even though it was working fine now. He recommended several things I do to protect the system but stated that I really needed to replace the ignition switch. I told him to do so. He ran to his truck, returned with the part, unplugged the old one, snapped the new one in place. He said as he finished his paper work I should check the inside of my home for carbon monoxide and gave me some gadget to walk through my home. He never entered the home nor did he check the thermostat for its working condition or the air flow in the home or return vents as the other company did and the temperatures thereof. I had forgotten the thermostat by this time myself. I returned to find him in the garage as he stated that I owed 316.00 dollars for the ignition switch and handed me a copy of the service ticket where he had written his recommendations: Option A-Replace ignition switch 316.00 Option B-Pan Float Switch 199.00 & Surge Protector 280.00 Option C-Upgrade the system/see service adviser I complained of the price for the ignition switch and was told that I received a 29.00 discount for being a Comfort Club Member. I complained that I felt robbed and the tech advised that I would pay higher pricing for any of Conway's services because they do drug testing of their employees and maintain a warehouse for convenience of having parts on hand. After the tech left I went to the manufacturer's web site and found the factory part for my furnace ignitor switch is 43.00 dollars. I phoned Conway's office and complained. I was directed to Shannon who stated that I should have been informed of the price before installation of the part. He stated that he would phone me the next day after reviewing the tech's paper work. I phoned him back on the third day since I had not heard from him and he stated he would reimburse me 100.00 dollars. I stated that I would take the 100.00 and I quit the comfort club. I asked Shannon to explain to me why the part cost so much from Conway and was told that they do drug testing. I am older and retired and feel abused. I will not use Conway again.

Very prompt service - there within 6 hours of the call. Assessed the situation and advised what he thought was the problem, with appropriate level of caution "just in case" that wasn't it when the hole was dug. Provided an estimate to dig down to the faucet connection and repair the leak, and close the hole after securing the pipe with gravel and concrete. Provided an estimate of $985 + tax. I was shocked; not an expert in matters of this sort, but with very little material involved and 1 man for 3 hours --- that just seemed a bit pricey, at least worthy of making another call. We had the discussion of "you get what you pay for" and "business expenses" . . . but I still couldn't justify it! 24 hours later, the work has been performed by another very professional contractor for . . . $283! I will certainly not use Conway for any future plumbing needs and I am now very concerned over continuing to use them after my HVAC service contract expires (they did HVAC work that I thought was pricey but the previous guy I had used sold his company to Conway so I stayed with them --- will have to do some homework next Fall for sure). Conway is 100% professional and responsive ---- but the pricing really needs to be investigated. Slightly high is one thing, but 3X as much . . . . not good.

It bothered me that he misdiagnosed the problem and we paid a lot of money for something that didn't address the problem, and then had to find another provider. That meant that the money we'd paid to Conway didn't go toward the cost of the larger repair. And even now, the places where he caulked remain drippy.

Repairs were successful......but felt that it too expensive.

Service was quick and professional.

We got new counter tops and they don't hook up your faucet, garbage disposal etc. Conway came out to do it for me. Turns out, my new,larger sink prevented an easy job. They needed some sort of drill to cut the pvc and did not have it on the truck. They were scheduled to come back out in 2 days to complete job. My brother-in-law happened to come by and hook it up for me so I called and cancelled the apt. I have used Conway in the past and will again. The technician was professional, friendly and knowledgeable. The office staff were also very friendly and professional when I called.

The service technician, John Bateman was very professional, punctual.