Direct Service Company

I am beyond dissatisfied with this Direct Service, I'm disgusted to say the least!!!!!! My ac broke this weekend so I called them to get a quote and diagnosis. When they showed up they were more worried about upselling me and trying to get me to join there monthly plan instead of finding out what was wrong with my AC. Once I told them that it wasn't blowing air through my ducts, without looking at anything, he immediately said it was my blower motor. He went to his truck and came back with a $5100.00 quote. I immediately started crying. I'm a single mom trying to make it and there is NO way I could afford that. He then said, "we have financing options." Even financed I cant afford that. Even if I had 2 incomes coming in doesn't make it right to knowingly rip people off. What REALLY p***** me off is that little did they know, my dad has been an airline mechanic for 40 years. He came over took and it apart, he found the part that they said was broke online. THE PART WAS $300.00 NOT $5,000.00. I was lucky enough to find a HONEST contractor to install it for $300.00. So total I paid $600.00. They know that 99.9% of people don't know how to take the unit apart and find the part they are looking for so homeowners are at their mercy and are stuck paying the UNGODLY amount money. This company does NOT care about you or your family. They care about ripping people off because they can. SICKENING.

customer service was excellent, and tech friendly, the work was explained so you could understand the details of the work. prompt and on schedule in a timely manner. thank you , Direct Service Company

Casey Wilson came out perform maintenance on ac unit. He was thorough, professional and explained all aspects of the diagnostics, and provide me with pictures/proof. Also gave helpful tips regarding keeping my home cooler during these extreme heat temperatures.

I have used a place called Direct Heating and Air Conditioning and I think they do plumbing too. They came right out when I called them. He explained it would have been higher if all the Freon was not taken, it was about 2 units of Freon and he did ask for it then. They came right out and did the work. They did it right on that day, they didn't have to come back or anything like that.

Within ten minutes the on call technician returned my call and explained to me the after hours charges and I felt they were reasonable given the volume of work they were probably dealing with. He showed up by 7:00 and by 7:30 I had an answer. Not really what I wanted to hear lol with my system being over 15 years old it was inevitable. the compressor was hot because the coil had been leaking Freon and Freon apparently lubricates the compressor as well. He was very knowledgeable and was able to cool the compressor and put refrigerant to get it going. I got a quote on a new system and decided I better take action. I called the next day and told them I wanted to proceed with buying the new system. I agreed to take off work the next day and we scheduled the new trane system install for that day. Not only did they do everything they said they would, they even credited me back half of the after hours call and applied it to the system changeout. I was more than satisfied. they included a couple of maintenance visits and within the last year they showed up just like they said they would. This week I noticed the a/c was not cooling and was able to call in the morning. They were very punctual and the technician determined that the a capacitor was out and needed to be replaced. The system was outside of the labor warranty direct service promised but still had parts coverage warranty. The technician replaced the capacitor which made the a/c come on and work great again just like he promised. He presented me the invoice and to my surprise, he no charged the ticket altogether because it was only a couple of months past the labor warranty. he thanked us again for our business and was on his way. I am extremely content with my new TRANE system and pleased with Direct Service Company's professionalism and hopefully our system does not give us any trouble for a long, long time.. but if it does I will definitely be calling them again.

I have used Direct Service for years. We have five Trane units. In 2011 they replaced a compressor yet made a strong pitch for a whole new system. In October 2011 they found a short in the crankcase heater of one unit (Jerrod on 10/17/11). They disconnected the crank case heater and said they ordered another one. Jerrod kept shorting out the outside unit and seemed perplexed as to the cause. He said he'd call when the replacement crankcase heater arrived. We never heard from them again. Today we had two systems with a reported Freon leak. Without asking the technician (Shawn) put in 19 pounds of Freon 22 (the unit only holds 6.5 pounds according to the manufacturer's chart). They then tried to charge us over $847.00 for the Freon despite them knowing there was still a leak in the system. Supposedly a "supervisor" was going to come out to provide cost estimates for new air handlers. Shawn also put 3 pounds of Freon in the 3.5 ton unit. I met with him after waiting while he completed a 15-minute phone call regarding a problem on another service call. When he, without warning, presented a bill for $1,1146.73 we were shocked. I asked them to remove the Freon and leave.They offered a reduced rate on the Freon at $32.00 a pound (instead of $38.50). They could never explain why the unit took 4 times the unit capacity in Freon. I paid them for 2 hours and parts (Freon for the 3.5 ton unit) despite the fact that the technician spent quite a bit of time on the phone dealing with a problem at a prior job. By the next day the 3.5 ton unit quit cooling (although it was cooling fair before Direct got a hold of it). Whatever quality and integrity they once had is now gone. Look elsewhere as we have done. I got another estimate from Angie's List. Within 48 hours both leaking units had new coils and had been converted to the new Freon type (all with a one-year warranty) and worked great. No hassles. Just an honest repair. Direct A/C is not to be trusted. Not sure why they have had a steady decline to way below mediocrity--but they have. Also, the unit that Direct reportedly put 19 pounds of Freon into actually held a little over 7 pounds. We're not sure what they did with the other 12.

We have had three over all experiences with this location of Direct Service. The first two experiences were "A" across the rating system for small jobs only. Tthe last time we called them for a large job/ticket item they completely bungled it. Not only was the estimate high they continually failed to follow through on return phone calls and information. Because we had had experienced excellent service with them twice previously we called them to replace the compressor on a unit that was probably put in in the 1980's. We had already been told by several AC/Heat company's the compressor required replacement and we were shopping for the best price for the unit and ductwork. The technician was dispatched and arrived within 2 hours which was their usual exceptional service. The technician was professional and politie as they all have been and provided us with a written quote and stated the item could be acquired immediately as it was in the warehouse and explained how the ductwork would be done. Their price was the second highest. We called them the next day to see if there were discounts for military and we wre told there was either a 10% (which would have been around $340.00) or a $20.00 (twenty dollar) discount they weren't sure(OBVIOUSLY A BIG DIFFERENCE) and would call us within the hour with an exact quote. They failed to call. Two days later WE CALLED THEM to ascertain the disposition of the compressor availability and the discount. No one had an answer and they said they would call us back the next day. They never returned our call. We called them again and they said they were having problems finding the compressor (which as we found out was about 10 miles from the house) and once again we were told they would call us back and never did. I finally called and reached an individiual who was supposed to be the manager and explained the situation and also told him if they didn't want to do the job then please let us know so we can engage another provider before the cold weather sets in. The individual told us they most certainly did want to do the job and would get back with us. It has now been WEEKS laters and still no return call. We have connected with another AC/Heat repair individual who made the service call the same day, provided us with a very reasonable estimate and we have contracted with to do the work. Incidently, Direct Service and others used the manufacturer information from the outside of the unit which WAS NOT the compressor that was on the inside of the unit. The individual we have hired to perform the work discovered that when he made the service call.