Express Comfort Heating and Air LLC

Very poor customer service, they clearly don't care about the customers frustrations and won't even pretend to be sympathetic. The Technician came out and said the filter drier was clogged. Whatever he did made our AC worse AKA didn't work at all. He came out four days later to fix it but halfway through realized he didn't have the part he needed and wouldn't have it until the next week. So a full week later after no AC, he comes and "fixes" it. He didn't really look at anything in our crawlspace until I asked, as he could barely move in there anyway. It seemed like things were fine but two days later it's 81 in my house with the temperature running all day on 73. I really don't even want to chance working with this business again as they may make it worse again and we can't handle that. Stay away unless you're like me and only used them because of your HSA warranty. UPDATE: I paid a real company to come out and fix the problem. The technician had not only failed to identify the problem, he put together my unit incorrectly, one example being the wiring was backwards making my fan blow in reverse. What a joke!!!

Chris came out to my home as a warranty call from American Home Shield. He took the time to diagnose my problem thoroughly. He determined that the wiring was installed is a very unusual way. Instead of just putting a bandaid on the problem, he reran the wiring and hooked it up correctly. Then he spent time with my exterior unit, cleaning the coils and adjusting the coolant level. Now, it works like a charm...and he got the whole thing covered by my warranty (excluding the service call, of course). Chris was professional, thorough, and experienced. I truly appreciate the service I received from Chris at Express Comfort Heating and Air.

Mark came out and figured out my issue. He also took the time to explain everything as he went along, which I really appreciate!

I can't get any help from them! The technician did a great job. I called them to make my payment a couple days later. They never informed my Home warranty company that I paid and I have called them multiple times.
I have also called the warranty company 3 times and they have sent multiple requests for payment verification. All of them have been ignored. Bad customer service!
I finally just had to fax a copy of my credit card statement to the warranty company. I do NOT recommend this company.

They first came out said they only need to change the coil 3 weeks ago, but it turns out it was not that simple and have to do modifications to fit the new coil. We got it scheduled to change the new coil last Friday but guess what, they found a new problem that they didn’t found last time. The compressor is not working. Today, they supposed to come change the compressor, but they canceled at last minute saying the compressor is not arrived which they called me yesterday saying the compressor will be there by end of Thursday. That was the reason we schedule the appointment for today. We had 3 weeks without a/c with 90 degree. How long do we still have to wait for them to schedule another appointment to come fix the a/c?

Upstairs AC was not cooling. ECH&A was dispatched through my home warranty company. They serviced our units last year and we had no issues. This time was polar opposite in experience. The Service Tech was on time and very helpful in explaining what he was doing and what the issue was (leaky evap coil). I actually called ECH&A and left a good review re: him. However, once the work order was approved by home warranty, I called to confirm what work needed to be done. I was given a list of modification charges that while most likely could have been needed, I wanted to find out more specific details on the mods so I could make an informed decision and ensure I knew what I was paying for. I asked the Customer Service Rep for a detailed description and was told she was not able to provide that and that these were modifications required to fit the new coil to my system. I then requested for a technician or the manager (someone with technical knowledge) to call me to discuss to which she agreed she would do. Two days later, after not hearing back from anyone, I called to chase the information and was then told by the same CSR that no one in the office could talk to me about these details and that the manager was in and out too much to return my call. I was told I could go online and research what the modifications were.
I was rather stunned that this would be the approach taken by a customer service rep for a service based company. I'm not a difficult or belligerent person/customer, but I do make sure I know what I am paying for before I agree to work being done on anything I own. This company will NOT be getting my business and my home warranty company will not be sending out to my home again.

After reading some reviews with similar problems, it is clear they are either; 1) not reading their reviews, or 2) do not care. Either way, same outcome - unbelievable!

A joke of a company. HSA assigned this company to service my air conditioner and they gave me an appointment time between 12-4pm for the following week. I wasn't surprised by a 5 day wait because it's summer and it has been extremely hot with air conditioners working overtime. On the day of the appointment I heard NOTHING from them until 4:30pm when I received a call that said the technician was busy and MIGHT arrive later. I told them to cancel and they said if I cancelled I would be subject to a $75 service fee. I asked why they wouldn't waive the fee since they missed the service window and they said "we don't do that". I called HSA and they attempted to cancel and couldn't get anyone at the company to answer the phone when they called. The service technician showed up at 8:30pm, over 4 hours outside the window they gave me. He was a nice enough guy, unfortunately he works for a horrible company. If your Home Warranty assigns this company to you, I'd highly recommend calling and asking for a different company immediately! Unfortunately I can't give 0 stars because that's what they deserve.

Zero stars would be over rating them!!!! They showed up quickly, but the tech was wearing "slides" and did not have a clue on how to fix the problem with the furnace. He replaced a limit switch, which he had to go to the supply store to get and it did not fix the problem. Then he replaced a capacitor, which he had to go to the supply store to get and it did not fix the problem. After three hours and two trips to the supply store, he was sure it was the blower motor. I told him to go get it and replace it as it was getting late in the day and my client, a 72 year old lady, needed heat for the evening as temperatures were predicted to be below freezing. He said that he was not authorized to purchase a blower motor as it was not covered under warranty by America Home Shield (AHS). I told him to let me talk to his office. Tracey at the office was very rude and told me that AHS had to order the part and that it would be a couple of days. I told her that was unacceptable and offered to write a company check, give her a credit card or pay cash, just get the blower motor replaced. She declined to offer any help at all. I told the technician to leave and never come back. I then called a reputable contractor referred to me by a colleague. Ten minutes after arriving on site the furnace was working. It was not the blower motor, the limit switch or the capacitor. It was a control relay on the control board. If I would have proceeded with Express Comfort Heating and Cooling, it would have been two days before they replaced the blower motor and it still would not have remedied the problem. If by a stroke of luck the technician would have been able to diagnose the problem correctly after replacing the third working part, I am sure that they would have had to have AHS order the part and it would have been at least two more days.

AHS called my client and said that Tracey had told them that I had threatened the technician and that Express would not return if I was going to be on-site. I was on the phone at the same time and AHS supported their incompetent contractor instead of their customer without giving me or my client an opportunity to explain what really happened. If I was not on-site taking care of my client, she would have been without heat for at least 4-5 days, had a tremendous bill from Express and probably would have been coerced into replacing the furnace at her cost.

My client has cancelled her contract with America Home Shield and I would recommend the same to anyone that asked.

I have two questions, that will probably go unanswered considering the integrity of the companies I had to deal with on this issue.

1. America Home Shield, how do you vet your contractors? Your customers are contracting you to provide competent, reputable contractors to enter their home and if Express Comfort is a typical example, you are failing miserably. I did some research, probably more than you did, on Express Comfort and they were incorporated less than 3 years ago. The incorporating entity has an association with an out of state HVAC company whose reputation is less than stellar. I drove by their physical location and it is a back alley location with no shop, contrary to what their website portrays, or even a sign indicating that it is Express Comfort Heating & Cooling.

2. Express Comfort Heating & Cooling, specifically Tracey, is it in your nature to be rude and lie or does working for Express Comfort Cooling and Heating make you that way? If it is the latter, do yourself a favor and find a different job. If it is the prior, you deserve to work in a back alley irreputable company.

Hopefully you will get Chris to look at your units. He has been spot on every time with our issues on out 14 yr old units. He is professional and efficient. His company was assigned through our home warranty company AHS. I cant speak to the cost of their service because I use a home warranty company but the service is wonderful!!

I would give this company less than one star if possible. We had to contract with them through American Home Shield, they came out to our house several times over the course of a month (including several missed appointments during which the tech simply neither showed up nor called) and at the end, refused to fix our unit, and wrote notes to the warranty company that it was working fine. Worth mentioning we live in Atlanta, it's June, and I am seven months pregnant! Their technicians were incredibly rude, to boot. Avoid at all costs.