SMW Refrigeration and Heating, LLC

David was absolutelv amazing! On time and an overall phenomenal emplovee! He treated us like we are family / life long friends! Very knowledgeable and skillful! 5 stars in my books! He took time to show us everything he did and told us how our outcome will look! We absolutely love David! He is kind, generous and overall very knowledgeable! Highly highly highly recommend David to be everyone's technician!

New to the company, we won a 2 year warranty for free. They came out, on time (actually early) were very knowledgeable and friendly and offered us some cost saving solutions. Will highly recommend and continue to use myself.

Had a service contract with another company who sold to SMW. First experience we had an extremely rude tech for annual service. We were hoping he just had a bad day. He talked us into installing two of these safety float switches. The glue job looks horrible, even worse, they began to leak from the glue fittings. I realized the glue is just there for appearance and with a slight tug, the pipe comes right out of the fittings. Same tech came out a second time when one of the units (1 year old units) wouldn’t run. He claimed the switches did their job and one line had a lot of growth in it. He definitely went through almost a whole case of CO2 cartridges like he said, as half of them are still sitting empty in my attic. He left and the AC was running. The next day the same unit wouldn’t run again. Luckily a neighbor, who also does HVAC for a living immediately realized it was a capacitor issue. The tech never even looked at the ground A/C units on the 2nd visit for the “clogged lines”. I have no idea how they have such high ratings when customer service and the work is horrendous.

Edit* Response to Wayne: we have had conversations about the many issues with your tech David Rodriguez. I primarily spoke to you about how extremely rude he was to my wife and you had him call me and apologize, that was his first visit. You guys think he’s a great tech and clearly he is poor. I will not be contacting you again about this matter and I refuse to do business with your company. The issue in the photos has been resolved by another company.

David is a top notch professional. Consistently explains to me the work is about to perform and the things I need to do to take care of my AC units! Anytime I need assistance on my AC units I am asking for David!

High Price and Sales Approach

Concerns Regarding Price

Dear SMW Refrigeration,

I am writing this review to express my dissatisfaction with the recent service I received from your company. While I appreciate the prompt response and the technician's knowledge, I found the pricing for replacing a capacitor to be unreasonably high, and the sales approach employed by the technician was concerning.

Firstly, I was shocked to learn that the replacement of a capacitor would cost $300. This price seems exorbitant, especially considering that a capacitor is a relatively inexpensive component. I conducted some research and discovered that the average cost for a capacitor replacement ranges from $100 to $200 in the industry. Therefore, your price of $300 appears significantly inflated.

Moreover, I was disappointed with the way the technician approached the situation. The technician seemed more interested in making a sale rather than providing an honest assessment of the problem. I felt pressured to accept the replacement immediately, as the technician warned me that if I didn't replace the capacitor, the entire unit could break down, forcing me to purchase a new one. This sales tactic felt manipulative and coercive, as it exploited my concerns about the well-being of my ac unit.

As a customer, I expect transparency, fair pricing, and a genuine assessment of the issue at hand. Unfortunately, my experience with your technician did not meet these expectations. I understand that businesses need to make a profit, but it should not be at the expense of customer trust and satisfaction.

I kindly request that you review your pricing for capacitor replacements to align with industry standards. Additionally, I urge you to train your technicians to adopt a more customer-centric approach, providing honest assessments and allowing customers to make informed decisions without feeling pressured or manipulated.

I hope that you take my feedback into consideration and make the necessary improvements to ensure a better customer experience in the future. As a potential repeat customer, it is crucial that I feel valued and confident in the services provided by your company.

Thank you for your attention to this matter.

Sincerely,

Loved every interaction with this company. From Jeff who came out to do the estimate. To the wonderful lady in the office ( Im sorry I don't remember her name) . And the 2 young men who did the install. Best price. Best service. Highly recommend.

Excellent Customer Service, answered all my questions in detail. Checked my thermostat. Took pictures before (which was dirty, pits on the piping and mole) after as it was cleaned and replaced items. He was very thorough and cleaned up after.

We had problems with the heat turning on when prompted. It worked sometimes not all the time. Mark Crosby called and set up an appointment He is one of the guys that installed the system. He has been at our house on several occasions.
I found Mark to be Professional and caring.
He knows his product very well. He reassured us it was going to be an easy fix and explained it all.
He also told us the filters we had were not the correct ones to use for our system. He explained that it takes a different filter and gave all the info to us to order or he would order them. He came back and installed them for us.
Thanks to Mark we are very satisfied with his knowledge and promptness as well as his outgoing personality. Thank You

This was the 2nd time I've used SMW Refrigeration and Heating. The first time was a year ago for a cleaning and couple repairs and the second time was a tune up and check up. They're responsive and easy to schedule with. Troy, the HVAC technician was thorough, answered all my questions, and pointed out what needed to be done and what was not needed, which I appreciated. Will definitely use them for any service needs from now on.

Mark was very knowledgeable and helpful in getting AC and heating unit replaced in short order. The technicians that installed were great also. I'm back to normal again. Thanks.