H & H Heating & Air Conditioning

Pathetic! So this place sends me an email asking if I need any service. I tried to schedule a simple HVAC tune up only to be told they can’t service my home, which is in Henrico County, easily within their service area of Richmond. Then when I asked why (because they’ve serviced my home before) they didnt have the professionalism to give me an answer. There are too many other companies in Richmond. Don’t settle on these clowns.

They were a Trane partner when they installed my unit. That has changed for reasons unknown. They were great to work with at the time. This year, I had an A/C problem and called, not knowing they no long work with Trane with intent for them to fix. A new board was needed. They had to order through a 3rd party and would take 4-6 weeks for the board to arrive. Unheard of, that's unsustainable when temps in the 90's. Problem needed to be fixed ASAP and had to find a company that could have it the next day. I found one and proceeded. Now they just told me their intention is to provide full service to customers, and since I did not go with them, they do not want to do business with me any longer. WTH? Recommend to others to avoid this type of situation or a company that works in such practices

TLDR: The company refuses to help us with a faulty system that they designed and installed and that we've spent thousands of dollars trying to fix because H&H recently discovered that the previous owner of the house did not pay an invoice to them years ago. I contacted H&H because our system (designed and installed by H&H) is continuing to have the same problem that it has had off and on since we moved in nearly 3 years ago - it overeats or overcools. We could set the temperature at 70° in the summer and will cool to an uncomfortable 63°, and we can set it at 70° in the winter and it will heat to an uncomfortable 78°. This is especially bad in our child's room and the nursery. Since moving into our since November of 2020, we have spent over $4,300 and multiple visits from H&H trying to fix this issue. It's apparently such a complex system that H&H designed and installed that the technicians are unable to fix it after multiple attempts, and it took the owner of the company coming out last summer to actually fix the issue...though the fix made the system extraordinarily loud (we couldn't hear the TV when it w on was on) but we were told that we would have to live with that in order to keep the temperature where we wanted it. It was fixed for a year, but recently started way overcooling again. When I called last week, the admin person, Theresa Hicks, first told me they could send someone out in 2 weeks. Then, it was like a switch flipped and she abruptly said "we can't help you at this time". I was a little confused, but she just kept passively aggressively repeating the phrase "we can't help you at this time" over and over again. I asked her why and she was very cagey and reluctant to give a response, again just continuing to repeat "we can't help you at this time". When I pushed for an answer, she finally said that there was an unpaid invoice on our account. Assuming an invoice had gotten lost in the mail I, asked her to please resend it so we could pay it. She flippantly said "no, you've already refused to pay this invoice!" Well, now I'm really confused because I have no memory of refusing to pay an invoice with this or any company. I told her that perhaps she had mistaken me for someone else and she aggressively said, "no, you refused to pay it. It was you! I remember and I know it was you! Yes it was you! We should never have done a service call for you last summer!" I asked her when this unpaid invoice was from, and she told me it happened in 2019. Well, we moved into the house in late 2020. There we go, confusion resolved, right? Wrong! Theresa Hicks grilled me on the name of previous owner name and continued to complain to me about the unpaid invoice. I asked her, "do you realize that I had absolutely nothing to do with the unpaid invoice that you're referring to? That this was in no way our fault?" She barely acknowledged that it was not my fault, and of course offered no apology for repeatedly wrongly accusing me of refusing to pay an invoice. She ended the phone call by saying, "well I need to talk to someone about this" and said she would call me back right away but of course she never did. So, in summary: - H&H installs complicated systems that don't work - H&H hires and dispatches service technicians who can't fix aforementioned systems (and collects lots of money from customers for fixed that don't work" - H&H's accounting department takes over four years to realize they haven't received payment for an invoice - H&H's accounting system apparently also doesn't create a new accounts when a home is sold to a new owner - H&H's phone receptionist, Theresa Hicks, treats customers despicably, makes false accusations against customers, and doesn't apologize when she is proven wrong -H&H is a family-owned company, meaning most of the people there are all related. So, the phone receptionist won't let you talk to the owner (they both share a last name with each other and with the founders), so there's no accountability. Read other reviews online; we aren't the first customers to be rudely dumped by Theresa Hicks. Save yourself the money and aggravation and go with a competent company who treats their customers with respect.

Dealt with the company for years and Mike was always great. We recommended them to everyone in business. However I just got yelled at by Teresa over the phone. She is extremely unprofessional and rude and we will never call or use them again. She needs to get her mannerisms in check and learn how to deal with a customer.

These guys ran new duct work and put a dual zone system in my home (two heat pumps). They also installed a Rinnai tankless hot water heater. So, it was a big job. They came highly recommended from a trusted source — and, because we were in the middle of our move, I wasn’t in a good position to get a lot of competing estimates (live and learn). I went with my gut and trusted the referral. Overall H&H were friendly and courteous but, at the end of the day, I felt their professionalism and quality of work both left something to be desired. I feel they used quality parts and the system functions well so far. Most of my complaints have to do with their customer service and their installers’ attention to detail. For example… The projece manager gave me his email address, which was nice, but he didn't respond to my emails in a timely fashion (his responses usually came 2 or more days later — or in some cases, not at all). In fact, even their receptionist ignores emails and voicemails on a regular basis. At one point I asked for a little advice on a certain type of air filter (a simple “yes-or-no” question) and it was totally ignored. I sent a follow-up after one week and again: no response. In several places, rectangular vent holes they cut in our floors weren't cut parallel to the walls (vents are noticeably crooked). The two thermostats they installed were two different Honeywell models despite the fact I was told they'd be installing a specific model (not a huge deal to me, but I had to learn to program two slightly different models, so it was a bit of hassle). Also, a few months after installation I found they had pinched off the water lines in several locations by tightening their zip ties too tight. When I emailed them a photo of this and asked if they‘d come check the line, the guy I spoke with blew it off as a non-issue. He said "You'll be fine. We normally try not to pinch the lines, but it's really not a problem if we do because the whole system will shut down if water isn't flowing properly.” Fantastic news, right? I just replaced the zip ties myself. I also regret not having a separate installer (i.e. a plumber) install the hot water heater. I didn't notice it right away because I was extremely busy with work and packing for the big move, but they somehow dented the faceplate of the Rinnai unit. It’s not immediately noticeable, and it’s purely cosmetic… To be fair, it *may* have come from the factory that way. However, they didn’t mention it. I had to notice it months after the install had been completed. I haven’t notified them of this issue, mainly because they blew me off last time I had a concern, and I’ll most likely get the same treatment again. They’ll say it wasn’t their fault and tell me it’s no big deal. One thing is for sure: We didn’t dent the unit… but it’s just my word against theirs, so not even worth the drama in my opinion. Also the Rinnai weighs about 50 lbs and attaches to the wall. Initially they tried to anchor it to the drywall with those cheap little plastic insert anchors you use to hang a basic picture frame. Guess what happened... The weight pulled them right out of the wall and I found the Rinnai lying on the basement floor. Other than the plastic anchors, it appeared to be in good condition though. I called them and they admitted that’s not how it was supposed to be done, but they assured me that it hadn’t actually hit the floor. I didn’t see any sign of damage at that time (and I’m sure there would’ve been a huge dent or scratch if it had hit the concrete). I only mention this to illustrate the level of intelligence H&H is hiring to install high-end appliances. At the end of the day, I'm glad H&H was able to do all of the work, because I know we had a lot of it for them to complete in a relatively short period of time. I know our house is old (1925) and certainly challenging for jobs like this. However, the place was empty for 2 solid weeks and we gave them exclusive, 24/7 access to do what was necessary for a quality install. They did get the job done “well enough” and, for the most part, they were professional. However, their installers' attention to detail is lacking, so I would not recommend them as a great contractor. Their price was reasonable, but I’d say their quality of work was average at best. Also, given that their main point of contact doesn’t reply to emails, I’d have to say their responsiveness is below average.

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We had H & H Heating & Air Conditioning for years before our current service provider. They basically told us that we needed to find someone else and that they weren't going to service us anymore. They didn't tell us that the water was going to run all the time and they didn't really have an answer. We said that we can't do this, we will run out of water and you need to come in and remove it as we can't have it. They did, they came and removed it and said that we are not servicing your account anymore, find somebody else and after that we went to another service provider. When you are in business with a client that has been with you for probably 15 years that you no longer want to service their account, I think that is totally unprofessional. I will never use them again.

We needed to replace our undersized upstairs HVAC system. The new heat pump required a new larger refrigerant line set. We spoke to several heating and cooling companies who recommended routing the new line set outside the house. We felt that would be very unattractive. Jimmy Schools of Hand H was confident that they could route the new line set through an interior wall. Jimmy is very easy to talk to and easy to work with.
The installation guys were very professional, friendly, and clean. They actually took off their shoes and/or wore shoe covers when they had to work inside our house. After the installation we noticed that there was a noise in our bathroom from the new line set. Service technician Jake Thomas came out and fixed the problem by adding more insulation. Jake did an outstanding job.
We were very pleased with the customer service provided by Hand H Heating and Air Conditioning. I highly recommend them.

unknown

I've used them for 11 years now, I have different properties that I used them for, I haven't been disappointed.

Excellent work, on schedule, very clear on what needed to be done. Local, family owned company, and it shows in the pride and detail of their work.

This is a family owned operation, so you are dealing with the owners. Since we signed up for the 10 year warranty on the units, we wanted to make sure we felt comfortable with the organization we would be dealing with on a long term basis. And we do. They came out right away and looked under the house, measured everything, went up in the attic and measured. They recommended a smaller tonnage that would eliminate the sucking sound with the vents and then recommended some venting corrections, all of which we confirmed with the other companies bidding on the job.
They broke down the estimate by unit so we could compare the offers, making sure we were comparing like offers. And they answered every question we had right away. In the end, their offer was the least expensive by over $1000. When we rewarded them with the business, they asked when we'd like to start and we said we needed a few weeks to prepare the garage for the old unit. They said they'd order the equipment and call us at the beginning of the month. They called as scheduled and reserved 3 days for the installations. They were here on time, finished the new installation on day 1 and installed the garage unit on day 2. The work area was spotless, no damage to the landscaping or grassy area. They listened to Ledge's suggestions and made some adjustments to their layouts.
This unit has answered ALL of our concerns -- its so quiet we didn't think it was even running the first day! The dust issues we had have all but disappeared and the garage installation looks great.
This was a great decision and we believe we settled on just the right company and service and units for our home.

Mr. Mike Hicks came out to the house, listened to us, looked the situation over and gave recommendations of how it could be best done.
He did not rush and took time to listen and to evaluate for the best solution for our two-story home with two different heating systems.
He answered all of our questions, gave us an approximate estimate followed up with a written estimate, which they still honored a few month later when we called to have the work done.

I have been using H and H for years, and its technicians always do a great job. In fact, it is the only company that I trust to work on my air conditioner.

Great. See above.

The price was competitive. The quality of the service was great. They were professional.

Company was very professional from start to finish and everything went well.

My wife and I couldn't have been more please with Hand H. From our first contact for a proposal to the finished work, the experience couldn't have been more positive. I got proposals from two other contractors as well as Hand H for the exact same Trane system components. Hand H had by far the best price.

The installation technicians arrived promptly when they said they would. They were the most professional, courteous, and friendly crew I've encountered. When the work was complete they thoroughly cleaned up. There was nothing left for us to clean or pick up.

I will definitely use Hand H in the future. They are first rate!