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| - I have two AC units and have to get them checked annually to maintain a Trane manufacturer extended warranty. I had been using a company called Bob Brown Service Experts, but I got tired of the no-call no-shows and poor customer service (See my 2-Star review of them on YELP as well.) I decided to pick another company and selected Hays based upon the number of excellent reviews.
I called and scheduled an appointment. A pleasant young woman took my info and said that I would be getting an email with picture of the tech the day of the service. I never received the email, but did get a phone call about 45 minutes prior to arrival. (4/8/16 Update: the email with technician picture was found in my junk mail.) Jerry was the tech. I found him to be pleasant and professional. He took pride in his work and spoke highly of his company. He went into the attic and checked the air handlers. This took around 20 minutes per side. Then he went outside and checked the ground units. Freon and capacitors checked out to be fine. Jerry had to use new screws to attach covers, as the previous screws were a little stripped. Total time spent at my house was around 1.5-2 hours. The cost $79 per unit.
Constructive criticism: My previous company charged around $100-$120 to check both units and to me seemed to do a little more. My previous company would blow out the condensate lines then pour water down the lines to ensure that they are open. This company did not do that. This company's website also says that a tune-up includes oiling the blower and outdoor fan motors. I watched closely and did not see this done. The site also says the indoor coils would be checked for buildup. This also was not done. I was never asked about my indoor filters or if I would like them to be changed. The site says a "33 point inspection"...I don't think so...maybe next time. I should have asked up-front for what my $80 service per unit included. I feel that the price is a little too high for what I received. If I am going to spend that much, a company had better do what is says it will do. It would also be nice to get a discount for a second unit as the tech is already on-site. I asked the technician about a discount for a second unit, and he commented that the service fee was already discounted. I knew the price going in so I did not make it an issue.
A second issue I had was the arrangement for payment. The technician was required to manually punch in my credit card number into a tablet-type device, including my 3 digit security code. In no way do I think Jerry would try to do anything illegal, such as stealing credit card information. I have had other companies do service at my house and like it when the technician simply swipes my card, bills wirelessly, and never sees my full credit card number long enough to write it down. Only the last four digits of my credit card appear on the receipt visible to the technician. (4/8/16 Update: I am watching my credit card statement, and still have not seen the transaction appear. I do not like this. The transaction supposedly took place a few days ago. Why no record? I'm feeling a little uncomfortable.4/8/16 Update: I called to inquire and was informed that Jerry's machine/swiper was broken and that my credit card will be billed manually next week when Jerry comes into the office. Little awkward. I guess I will be watching next week for the transaction.)
Over-all, I generously rated this company 4 out of 5 stars, as I saw definite room for improvement. Based on the service and price, I guess I am a little hesitant about whether on not to use them next year for tune-ups. My units were already in top-notch condition and needed no repairs.
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