Wallace Air Conditioning & Heating

Had this company out to the house twice, only because they faied to fix it correctly the first time, while under warranty. It appears to me the service persons are motivated to repair calls sell new units, whether you need one or not. I went to the office with my issues and was told they will review my invoices and get back to me. Its been many weeks and not a word from Wallace. After dealing with them twice and reading all the negative reviews I am beginning to sense this is not a company I want to deal with.

10/19/19: Thank you for finally getting back to me. Unfortunately it only took a negative review after I came to you for an adjustment to my bill, which you ignored me for. Your analysis of this situation is inaccurate, based on the service technicians write up which I quote verbatim:

Check system found multiple leaks in condensing coil unit, coil connections and dryer. under warranty repair price $1187., subject to charge based on warranty status. Cust auth repairs at $1187.

It clearly list leaks at the dryer. It seems reasonable to me if there were leaks at the dryer, the dryer should have been replaced when you came out the first time. After 12 years it did not just magiclly deteriorate in the 2 yrs since you replaced the outside condensing coil.The 2nd service order states it was badly rusted. The dryer would have been visably worn when your tech decided not to replace it. I shouldn't have to stand over someone to ensure the work was done properly, but if I had I would have insisted the dryer be replaced. Now two years after a major repair the outside system is leaking again at a critical part that should have been replaced as indicated in the initial Service order #105741. This leads me to believe your company after 60 years of doing business has lost it's way in a competetive market. The damn repair should have been fixed right the first time. We would not be having this discussion and I wouldn't be out an additional $787., and your business would not have had the opportunity to pitch the need for a new HVAC system. When I came to your office I didn't ask for a refund I asked for a review and an adjustment. You blew me off. And incidently I was initally told I needed 1 lb of R-22 until the trainee cut the line releasing the other lb of R-22 into the air while the tech went to get a new dryer. That alone would entitle me to an adjustment. It says right on the Service order Replace old R-22 unit.

My worst fears came true with this company. After one of our two units stopped cooling one evening, I called Wallace. The technician would not go into the attic to check the air handler or even bother to try to flush out the lines which we later found out were clogged. He simply made a quick diagnosis by “listening” to the outside unit, and $94 later we were told the compressor was bad and that we needed to have it replaced for $1,500!! Beside the fact that our units are only 3 years old, I knew right off the bat the guy didn’t have a clue what he was talking about. I called a more reputable company to come out for a second opinion and of course all it turned out to be was a simple wiring issue. Easy fix. Only charged me $80 and did all of the routine maintenance that Wallace didn’t even bother to do. Nothing like feeling that you almost got completely scammed by an air conditioning company!! These guys are such a cliche. Consumer beware!!!!

Upon purchasing a renewed service agreement, my AC unit stopped working the same day. I called Wallace to send a tech to come out. A tech came out and said the line drier was leaking refrigerant and it would be an $1100 repair ($85 per lb of refrigerant for 10 lbs and $200+ for labor). He suggested purchasing a new AC unit for the price of $7000 to $12000 and stated since our unit is older, 8 years, he would not put that much money into repairing it. The tech told me AC units only last 3-5 years beachside (this statement made me raise my eyebrows, should have known RIGHT then what I was up against). He stated he could not repair it, and to call the company in the morning to let them know if I want to buy a new unit or repair it. Later that night, I got my shop vac out and proceeded to suck a clog out of the condensate drain line. I turned the AC unit back on and the unit has been working like a CHAMP ever since. The next day, I called another company to give me a second opinion. The second company stated there was no leak and my AC unit looked fine. The second company stated that there wouldn't have been a clog if Wallace had been properly maintaining my AC. Who knows what I paid them for during the previous year or two.

With all that said, I tried to get a hold of the owners for 3 days. I called the office several times and was told the owners would call me. I never heard anything. I wanted to give this company an opportunity to make things right (maybe their tech has no idea what he is doing etc). But since it looked like nothing was done to service my unit in the spring, this company is bad news. And considering another reviewer had the SAME thing happen to her (misdiagnosed clogged condensate line), maybe the lesson is to AVOID THIS COMPANY AT ALL COSTS. I could have been out $12k buying a new unit if I didn't try to fix it myself and get a second opinion.

Usually don’t leave reviews but I read one from “Jim Harvest” and have to say I got completely different service from the Wallace’s! I called in on Christmas Eve as my unit wasn’t cooling and i was having guest fly in to stay in my home in just a few hours. Almost immediately after leaving a message with the answering service the owners son called me back and gave me a few tips to try and see if that would get it to come back on and told me if it didn’t work he’d be glad to come out and help. Unfortunately I wasn’t able to get it back up and had to call back. The owners son was at my house within and hour and was able to get me up and cooling as my guests were arriving. I’m thankful for Wallace air conditioning and the way they handled my “emergency situation” prompt and very polite despite coming on a Holliday, for me I’ll be with Wallace for life. Thanks again men!

I've tried getting a quote for over a month and a half. Took them 2 weeks to come out because they kept having to reschedule. I understood because it was the week after the hurricane. Then they came out and inspected what needed to be done and were supposed to get me a quote. 2 weeks go by with no quote. I call back and they say they already sent me the quote, yet I didn't get anything. Then they say they need to come back out to inspect. If they already had the quote prepared then why do you need to come back out? After several calls to schedule them to come back out they finally give me a day to come. They show up before business hours and just leave without a call or anything. I call to reschedule again, they want to come before business hours again. I agree to come in early, but they leave before I get here again. They could have started on the roof of the building where the damage is. I don't get it. Beyond frustrated. Wallace is not the cheapest HVAC service out there, in fact they are one of the most expensive. When you charge a premium for your service you need to provide exceptional service. The service they have provided me is of the lowest tier possible. I cannot recommend Wallace any longer.

Sunday afternoon heat index of close to 100 and my A/C went out, Called Wallace as I have for years and to no surprise I got a call back within minutes. Within an hour, the owners son was at my house with a great attitude, especially for getting called out on a Sunday afternoon. Within a few minutes he had me back up and cooling and was on his way. As always a wallace tech left me impressed and will always continue to recommend them every chance I get! The owner's son showed me this company will be in good hand for years to come!

For the 6 time this year our a/c unit is broken and we are left with zero a/c. Everytime they come out to “fix it” it seems it just gets worst. They have come about every month to “fix” the a/c and every time something else breaks. We are elderly and can’t live in this heat in our own homes. We’ve contacted the better business bureau they need to be investigated and shut down.

My 13 year old unit broke and was in need of replacement. Wallace patched up my old ac unit to make it another couple days so they could get the new unit in and not be without a/c.

Fast repair, fair price, love these guys! Thank you for keeping my family cool

Was promised service that was not delivered and phone calls that would not be returned. Took almost a week to find the breakdown of my bill. Will never use them again and will never buy a Trane again.