Arctic Air Conditioning

They have the best customer service in Lubbock Tx. We have used them for several years and we wouldn't use any other company in Lubbock Texas. They showed up the next day and fixed the problem.

My home warranty company sent out arctic after I put in a service request for my a/c not working correctly. Arctic came to my home on a Friday and assessed that my condenser was no longer operational. The part in question was not in stock and would need to be ordered. I called on Monday and spoke to a employee about my unit whom later turned out to be a salesman. Mike informed me that the part "would take several weeks to obtain" and that my warranty company had a cash-out option that I was not aware of. He told me I could put this cash toward a new unit that could be installed the following day at the cost of $5400. I informed him that I did not have that much money on hand and that I also could not wait several weeks for my a/c to get fixed as temperatures are over 100* and I live with a 10 month old baby. He apologized for the inconvenience and replied that he could give me a 15% discount on the $5400 unit. I told him to order that part I needed as it was my only option. I called my home warranty company to verify what mike was saying about the part not being available. My home warranty company called Arctic and spoke to the manager Melanie who assured my warranty company that Arctic would replace my part in 10 days or less. This is where I found out mike was a salesman for arctic and was attempting to take advantage of my situation by scaring me with a several week quote. Exactly 10 business days later a technician by the name of Chris arrived at my home with the replacement condenser and I paid $675 dollars to cover the refrigerant that my warranty did not cover. That day my a/c appeared to be working but not as well as it had before the condenser went out. The next day my a/c was not working and I called arctic to come out and see why my a/c didn't work but for 10 hours after they supposedly fixed it. The technician assured me that my refrigerant leaked out from the caps he put on my refrigerant lines. The very next day my a/c stopped working yet again likely due to a refrigerant leak that wasn't fixed. I called arctic back once again to see if they could fix my a/c as it was forecasted for 99* and the dispatcher asked me if I could wait until the following day to see a technician?! Are you crazy?!. She also informed me that they would have to charge me for the service call and repairs to my a/c. I am now waiting to hear back from Arctic in a 90* home after I paid them $675 three days ago to fix my a/c that they obviously have yet to fix. Personally I am changing my home warranty company after this a/c situation is resolved just so I can be sure that this company never appears at front door again.

Thank you for providing great service! The lady I spoke with in the office was very nice and kind. She answered all my questions and got me scheduled quickly. I will definitely use them again and recommend them to my friends!

Their technician is condescending and rude. His attitude is that he is doing us a favor. Moreover, he came last week on a service call without wearing a mask and gloves. He did not even follow social distancing protocols. They have never correctly repaired our HVAC. They quoted us $5800 for a new system that was not even a name-brand one. Their quote was in addition to what American Home Shield would cover.

I was completely satisfied, so I'd give them an "A" for overall service.

Quick and efficient.

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unknown

They were okay. I pay a monthly fee to American Homeshield and then I pay $85. You walk in the door, it's $85 and they repair the air conditioner at no additional cost to me. It turned out it was just a fan part. I don't know how much the fan part was because I never saw a bill. They don;t communicate very well. They told me they were going to order the part and I was going to have it installed, this was a Friday. I always get the weekend, I perfectly understand. But on Monday and Tuesday, I didn't hear from them. Finally, I called them a couple of times and they head out the following Friday and fixed it. I wasn't real pleased with them. They did complete it and everything is working fine. They did get back to me but I got the run-around for a couple of days. They said, well the part isn't in and it's basically their reply. I expected a little bit better than that. They always called me 30 minutes in advance and gave me notice that they were on their way. The people that came out were very good. My problem was with the office. The technicians were fine. I don't want to absolutely say it's a bad company. They did a good job when they came. They identified the problem quickly and then they told me what the resolution was. I was pretty happy with that. The problem was their office didn't communicate very well.

It was awful... American Home Shield refused to pay anything to help replace the unit and the repairman from Artic seemed put out that he had to come on a service call and like I was wasting his time. Was not impressed at all with his professionalism.

Tech. Called when he was coming and verified address. Made repairs and was on his way

We would use them again in the future.  The price included parts and everything.  We are very happy with the quality of work.

I paid $60 for the job. They were good at what they did. They normally call and let me know when they are on their way. If they do not have what I need, they will come out the next day to complete the service. They do not leave a mess. I would use them again in the future.

Horrible customer service.

We started using our air unit.  We are in a heat spell, with many days over 100 consistently.  The system started to leak on the floor.  They came out to repair this.  It later began to leak on the top of the unit.  My son found the water, and was worried about it falling into the system and causing a short.  They came out to repair this as well.  They are great!  The weather really seems to bring out the trouble in heating and air units.  I have a warranty through my home, so I even pay less for this to be taken care of.  They have been sent out each time, and have taken care of our concerns.  They usually make it out the next day.  They are great about keeping me up to date on when they will be here.  Didn't grade price as this is through a warranty; not just them.

terrible experience

Well 2 weeks later it has stopped again.  I called my warranty and they said that Arctic Air is too busy.  I personally called them and let them know whats going on and the guy tells me to just call my warranty back bc they are too busy and warranty will assign someone else. For a company that prides themselves on there customer service and outstanding reputation, they sure aren't about doing what is right. They have won "best of the west" 2 years in a row.  I would expect the run-around from a franchise or corporate company, but these people are "local" , and for being from West Texas, you expect fellow west texans to not always go by policy and procedures, but to just do the right thing.  They sure were eager to collect there service fee, but not too eager to come back out and see why there "fix" has not been fixed.  Bottom line is that they were rude and couldn't care less to lose business to another company bc it was just a warranty fee, not an hourly one.