Complaint Review: Quality Air HVAC Trust

This company is absolutely horrific! I only had to use them because that is who my home warranty assigned to the problem. 

It started of good and went downhill fast. I put the service order in and called the company to ask for emergency service. I left a msg explaining my Air Condition stopped working and it is an emergency because I have a new born and my wife just had a c-section and is recovering, and if they can please come out as soon as possible. 

I got a call the next morning that he was coming. GREAT. He checked a few things and said he could not do anything that day cause the attic was too hot which I totally understood at the time. We left it at he will have his guys come out on Wednesday early in the morning. Ok Fine, i will get a window unit and make it work for a few days. Not ideal but okay. 

This is where it starts to get really bad. The window unit and one room confinement is not cutting it given our circumstances.  Zero communication from there. Tuesday comes I have not heard anything so I call them. The receptionist says I will get a call back. They never call back. Wednesday comes and goes, still no call and they did not show up in the morning. 

I call my home warranty company Thursday morning and explain the emergency situation that I am in. They call Quality HVAC on my behalf, and when they come back they tell me that I will get a call by 10am. Of course 10am comes and goes without a call. I call around 12 and she has to call back. “Sorry we were busy on Tuesday” (mind you it is two days later after a second promised missed call) Once she does call me back, they tell me they can not come back out until 7/29. Mind you this is 12 days later for them to send a tech to diagnose the problem, not even to fix it. I explain the the women on the phone, again, I have a baby that is less than 2 weeks old and a wife recovering from surgery. This is dangerous in 90 degree weather. I also explained the the attic was very cool in the morning when i checked and tomorrow would be the perfect time since it was going to rain again. She say she will talk to the owner and call me back. YUP. You guessed it. NO call back. They legit couldn’t care about the safety of people even in the most drastic of emergencies and refuse to have the common curtesy of actually of even picking up the phone to call. 

Now i call my home warranty Again to further explain the obvious and extreme severity of the situation, so they again call Quality again only to be told to send the job to someone else Because they can not “diagnose” the problem until the 29th like they said. 

So now a week later. I’m no closer to getting the AC fixed to too keep my family safe from a heatwave than I was when this first started. In fact i have to start from scratch. Countless hours trying to get this resolved while out of mind worried about my family. The fact they were going to send someone to my house to “diagnose” the problem 12 days later from the request and then potentially have to wait for parts and a day to do the work is absolutely Absurd and Unacceptable.  

Here is some advice from one business owner to another. 1. Communication is Key and your company is terrible it. Simple communication could have gotten this going in the right direction. 2. If you are too busy too get back to people when you say you will, that is a serious problem!  3. If you are too busy that you can not get out to see someone until 12 days later for a diagnosis and potentially longer to actually do the work. It is your responsibility to tell the customer you can’t help them from the start and give them the option to make other arrangements given the severity of the situation. 4. You should have never took the job if you couldn’t do it!  When its 90+ degrees and going to be 100 degrees on monday, EVERYTHING I should be treated as an emergency and if you can not do the job, don’t accept it and waste more time and put families in further danger. 

All in all, This is insanely dangerous!!!  Then add in that two times I expressed that I have a days old baby in this heat and a wife recovering from surgery. Even more of a red flag that if you can not do the work in a timely manor you need to communicate that and allow someone else to do the work. Money aside. Have some human decency here when someone is telling you they are in a dangerously situation. 

After reading some of the other reviews I see this is not an isolated incident, just business as usual for them apparently. I hope that anyone that is considering using this company understands your lack of empathy, communication, integrity. Take it from me. They DO NOT care!