Piedmont Metro Heating & Air

I've had a home warranty company for three years and this summer is the first time I've had to use it. I live in Raleigh, NC and the average summer temp is 89 degrees with high humidity and this summer is typical.When my A/C started failing my warranty company told me to use Piedmont Metro. I am glad I did!This is a family owned and operated company with experienced technicians.My warranty company had me jumping through so many hoops and gave me a lot of grief, the only good thing they did for me in this saga was introduce me to Piedmont Metro.They were and are experienced and compassionate, they cared about me and my deteriorating situation of no air in my 90 degree house. My saga without air went on for 16 days while the warranty shipped two wrong sized coils that didn't fit my unit even though they were given the correct sizes.Piedmont went above and beyond by getting me a coil to fit my unit and telling me that they would settle with my warranty company. They knew that I was caught in the middle, in a 90 degree house for more than two weeks with temps outdoors in the mid 90's.I will use them for my HVAC and furnace from now on because they responded, they are experienced and actually had compassion for my situation. Good customer service with the people in the office and the techs in the field!I highly recommend them.

I purchased a house in late December of 2012. I was told by the gentleman that I purchased the house from that the entire heating and air conditioning system had been completely redone over the summer. In May the temperature started rising and the A/C would not come on. So i called Piedmont Metro early one in the morning. One of the dispatchers answered the phone and told me that a representative would be there around 11 or 11:30. At 11:15, J.C. arrived at my house. He diagnosed my problem very quickly and informed me that my fan motor had burned up. He suggested that I have the motor replaced. The price he quoted me was very reasonable and the motor was replaced within 2 hours. My house was cooling again within 3 hours and I am very satisfied. I would recommend Piedmont Metro to anyone.

My A/C went out in my home and I called several companies in the area in attempt to get a technician out to fix it. Either they were closed or booked while some didn’t answer the phone. I called Piedmont Metro and explained my situation to the secretary and told her I had a child here with medical issues and it was imperative that someone came out as soon as they could. The owner Robert called me within 20 minutes and told me that I had a bad situation and he would assure we would have A/C that day. His crew showed up and replaced my whole unit. Two weeks later we had another issue with the air, found out it was an issue on our behalf, they came back out and fixed the issue to ensure we had air for our little one. Definitely a great company and put their customers first!!! Thanks a lot guys!!!

My name is Mike Quick & I receieved Excellent, Speedy & Friendly service today from this company & the technician Alex that came out & did my A/C repairs, ... all at a reasonable, fair price. Now my A/C upstairs is cooling like new, once again. I would highly recommend Piedmont Metro to anyone needing service, routine maintenance or repairs.

The 3 stars are for Jason, Morgan, and the female at the call center. They worked tirelessly to make sure my cooling system was operating properly. However, I give 0 stars to Robert. I'm not sure what his title is, but I AM sure he has poor communication skills and has little patience. Those are two qualities that make him ill equipped to handle phone calls from the public.
Our unit stopped working on one of the hottest days of the year. I called Piedmont and an appointment was made for a technician to fix it. I initiated a claim through our home warranty for service. Jason, from Piedmont, came out and assessed the problem. He also took time to speak with the home warranty people and get everything straight. The problem began on a Saturday, but could not be taken care of until Tuesday due to scheduling and securing the part. Jason came by on Tuesday with his colleague, Morgan, and they got to work. They were kind, professional, and quick. Everything was fine until Friday evening. The unit just stopped working!
This is where Robert comes in. I contacted him in the AM hours to see if I could get a service technician out to fix the unit. Robert calls me and says he will call me back when he has someone. I wait two hours before I call him back to see what the status is. Robert, asks me am I the customer who they serviced through the home warranty. I told him the warranty was of no consequence because Piedmont had already been paid by US. The home warranty is only for reimbursement. He said he understood that and he was on the phone with the technician. Again, he said he would call me back. I waited almost 3 hours this time before venturing out to find the company through the website address. I could not find the place and my wife fell ill while I was gone. She had to be rushed to the hospital by ambulance because she got overheated. The temp in our home rose to 89 DEGREES!!!! I called Robert back after I found out about my wife. I told him what happened and I was trying to get a fix on when the tech would get to us. He says he is trying to "work me in". I said we should not have to be worked in because we paid for service already. I also told him I've been waiting hours for a call back that has not come. He begins yelling at me saying, "WHOA, WHOA, WHOA! I never told you I would call you back in 1 hour, 2hours, or 3 hours(never said you did, Robert). People think they can just call and get service and they can get it right away but it don't work like that. I have to work you in". I said ok and hung up the phone. I could not believe the NERVE of this guy to yell at me like I was a child guilty of some infraction. I was the one without air and whose wife fell ill because of it. But I hung up to avoid getting ugly over the phone. One should think twice about yelling at someone because one does not know what that person is going through. On top of that, it's just plain WRONG. How dare you bring up a home warranty as if your company did not get PAID already. Who in the hell do you think you are???? A customer has the right to secure whatever means of reimbursement he/she can. What business is it of yours?????! Robert, if the only way you can deal with pressure is by yelling and screaming like a spoiled child, let someone else handle the calls. I am not going to let this go and I will not stop until corporate hears about this "man" and removes him from fielding phone calls. Bad enough these jobs cost in the thousands, but I'm supposed to sit still and get screamed at too??? All he simply had to do was say my guys are going to get out to you before we close. I would not have cared if it was 9:00PM- I would have been fine with that. But he never communicated that to me at all.
Jason and Morgan arrived and did great work with no charge for their trouble. They only wanted to get our unit working. I really appreciate those guys! For anyone using this company ,in the future, look for Jason and Morgan- two top notch technicians who KNOW THEIR STUFF!!! But, if you run into Robert, bring your pacifier.

Called Piedmont around 3pm and they had a tech here by 4:15pm the SAME day! The repair man was very friendly and professional and was able to identify and repair the problem within 30 minutes. I would highly recommend this place and will use them again when needed.

The good experience starts with the amazing customer service Robert gives every customer. The technician that came was amazing. He found our issue in minutes and the problem he found was there when previous companies had come and they didn't find it. After they fixed my issue I signed maintenance contracts with them because I was so impressed with the service.

Morgan and Alex came out to fix my heat which just happened to go out the coldest day of the year. They came out at 8 o'clock at night with snow and ice on the road and didn't leave until they fixed my unit. This is a great company with great employees and I would HIGHLY RECOMMEND them to anyone. Their pricing is great and are very helpful and won't try to up sale you on anything that isn't needed! A++++++++ service! Thank you Piedmont Metro and thank you Morgan and Alex!

Saved me time and money! My AC unit was broken and I thought I was going to have to replace the entire system. I called Piedmont Metro and they conveniently and efficiently fixed the problem. So, I did not need to replace the unit. It is still running great a couple of years later. They were prompt and professional. They offer great service and great value!

TLDR: This company has never made a single appointment on time and has jerked me around for OVER TWO WEEKS while being rude. They hung up the phone in the middle of a conversation and told me that someone came out to work on the house and banged on the front & back door and I didn't answer (I was sitting in the living room all day long). When I explained this to him, I was told that this technician was a deacon at a church and therefore he wasn't lying.

Rude, unprofessional, and forced me to blow over 3 days of PTO for their missed appointments. Nobody ever called to confirm appts &nobody ever called to reschedule or give me a 30-45 min notice.

FULL STORY: I wanted to give Piedmont Metro the benefit of the doubt. My home warranty company recommended them to me and dispatched them.

I initially reached out to my warranty company on June 7th, and they sent a dispatch to Piedmont Metro, stating that they would come out the next day (June 8th).

I took the day off work. Piedmont didn't call to schedule a time. When I finally called around noon, they had no idea who I was. I explained I was with my home warranty company, and the guy on the phone said "whoops we missed this" as in they hadn't seen it come in. He then told me he would get to me that afternoon. I then was "confirmed" to be on the schedule between 2PM and 4PM and that I would get a call 30 minutes prior to arrival.

...finally, after 4:45PM (45 minutes past arrival window), I got a call from someone saying he was in my driveway. He spent about 20 minutes looking at my unit before saying it had to be Freon and that he would have to send someone back out the next day (June 9th). I paid them the $100 deductible, per my warranty's terms. To their credit, the gentlemen at my house that day took his time to carefully explain everything to me that he thought was wrong with my unit. I never received a call from anyone and had no idea if anyone ever stopped by. When I got home on June 9th, my house was still too hot and the AC wasn't fixed.

On June 10th, I was awoken by a call early in the morning informing me that someone was in my driveway and that they were gonna work on it (meaning that they never came on the 9th). That person never confirmed with me what work was done that day or what the results were. I never had confirmation they were even at my house.

I never received a call back. On June 13th, I called and left a vm to figure out what was going on and nobody ever called back. On June 14th, with my house being 80 degrees still, I contacted my warranty company. They were reopening the ticket with the contractor. At some point during this period the contractor called to ask if my AC was still broken. I said yes, and they said they would get someone out there. (Nope)

FINALLY, on June 16th, my REALTOR called 2-10 and got the ball moving since 2-10 didn't know the contractor STILL HADN'T BEEN OUT TO MY HOUSE AGAIN. June 16th, we were told they would come out that day. Finally, we called after several hours of not hearing anything and were told they could not get to us today and would need to get back to us the next day.

I had instructed my home warranty company that we could only take appointments after noon on Jun 17. Sure enough, at 9:45AM, I got a call saying that someone was going to stop by. I sat downstairs from then thru the entire day (save for 15 minutes when I went to grab lunch and had someone else at the house just in case). Nobody ever showed up.

I finally called them again that evening and they told me someone had come out to the house that morning and banged on the front & back doors but nobody answered. I had been downstairs all day since I got the initial call that morning. The only way this could be true is if the technician stopped by PRIOR to 9:45AM, when I was woken up by their inconsiderate early phonecall.

After calling me back, the man on the phone said he just couldn't get anyone out there and we would speak again on Monday. Did not receive a call at all on Monday, and when we called them to discuss they hung up on us.

BAD BAD BAD