Jacobs Heating & Air Conditioning, Inc.

The repair guys are knowledgeable and professional. Let me start by mentioning that I've hired Jacobs for years to install AC systems in two different homes. This last interaction was a surprise. The ladies (in my case) who answer the phone are unprofessional and horrible at customer service. Kayla became short with me for pointing out questions regarding a recent quote. Rather than listening and trying to understand my concerns, she completely melted down, losing control of her emotions and cool. Her solution was to transfer me to another woman, whom by the sound of it was older, and after overhearing Kayla, seemed all too ready for an unnecessary verbal battle. She made it personal and was an even worse communicator.

IMO These ladies must take a lot of hell from customers, because they became extremely defensive, and somehow I pushed their trigger buttons. They spoke over me and showed little acknowledgement for understanding my circumstances concerning a warranty. The older woman said while raising her voice, "In a nut shell tell me what's the problem"? I proceeded to explain the events, giving pertinent background info, and she cut me off condescendingly to "get to the point". I tried to speed it up and she still talked over me, because to her, somehow I was wrong and case closed. How could I be wrong without relaying details? She end the call by hanging up on me, then calling me back, and hung up once more, just missing out on a hat trick.

My issue is that I was given a quote, which I understood as being for the installation and labor for a replacement part in the AC unit. Upon receiving the quote in person, I asked my tech if the part might be covered under warranty since it's only a few years old. He said he would check on that and let me know. A few days later, Kayla left me a voicemail explaining that my part was indeed covered under warranty and that the total would be ~ $900. This was good news, however it was the same amount as my initial quote, before the discovery that my part was covered. It would only then make sense that a free replacement part would reduce the $900 initial quote. Hence, the reason I called with questions.

Jacobs mishandled the communication. Misunderstandings take time to suss out, and we needed clarification from the technician rather than the hostility and defensiveness I was met with. These customer service reps take on disputes and concerns as personal attacks. I'm not looking to pull one over on anybody. I've spent thousands of dollars with Jacobs and I'd like to be heard and valued.

Don’t use these guys, I have a gas pipe to my firepit that is either clogged or there is a leak. Highly likely it’s a clog because it’s only 5 years old. The Jacob’s Guy halfway dig out the pipe, not even to the connector to see if it’s leaking. Basically did nothing and capped the pipe and left. Now I have to get another person to come out and tell me if it’s clogged or leaking this guy obviously had no clue how to check that but still changed me $270 dollars total waste of money. They should have just said we don’t do this kind of service rather than rip me off

We have had many interactions with Jacobs Heating & AC, Inc, and we are so happy with their service. Each employee interaction (AC install quote, A/C install, and A/C and heating system maintenance) has been 1) on time, 2) professional, 3) kind and helpful, and 4) not pushy. We will recommend them over and over and over.

I had an appointment for morning, so I was prepared. No one came; no one called. Called the business twice, and wasn’t allowed to speak to a receptionist but was directed to the shop voice mail. Listened to ads for 15 minutes (and 5 minutes the second time). There is no voicemail. Do not count on this company for anything. Not customer friendly!! The office help won’t give you a chance to even ask a simple question. I had already paid for the A/C service.

I've had work done by Jacobs for the last 8 years. From a new central heating system, to a heat pump install, with regular maintenance and upkeep along the way, Jacobs has always been there. Jacobs is ubiquitous around Portland, they're sort of become part of the landscape, but they're good. Damn good. Staff are always courteous, knowledgeable and thoughtful. A special shoutout this time to MacKenzie who was able to help me navigate a difficult part order and repair. She was excellent at all points in the journey. Thanks as always, Jacobs. Keep up the excellent work.

I have had the worst time this winter with my furnace going out when the weather really turns. It’s new and it had to get the kinks worked out. I’ve had several repair people here who have all been nice and helpful but none have been as amazing and dedicated as CONRAD!!! He has been so stellar and top notch professional - going above and beyond to make sure my furnace is working. He is kind, energetic, super friendly and takes his time to explain what’s going on. He is so respectful and truly cares. He put a lot of extra time in, not leaving until he was certain I would have consistent heat. He stayed in communication with me even after leaving, checking throughout the weekend to make sure it was still running. It was incredible to have this caring, hands-on service. Conrad is a true GEM!! Thank you so much to Jacobs Heating for sending him out!! My confidence in this big purchase went up leaps and bounds- all due to Conrad. I also want to shout out Storm- she was so professional and nice to organize and manage my service. She called me back when she said she would. And she was kind and understanding. I appreciate that so much! If you need help ask for Storm to get you started! And then, ask for Conrad! Yippee!!!

I have used JHA for several years and for two systems. They used to be prompt and had good customer service. Their customer service even for loyal customers sucks now - they put you on hold for 20 minutes and message that "nobody is available or press 1 for reception". Reception wants to help, puts you on hold and pages the service dept - again, the customer is placed on hold listening to the Jacob owner's messages on what great customer service they have. They are simply not responsive. They have lost a loyal customer now because I no longer believe in their ads or owner's personal message of care and responsiveness.

Conrad was great! He was able to get to our home in less than 20 minutes after we contacted Jacobs about our heater not working. He diagnosed the problem quickly and got us up and running.

The quiet respectful technicians from Jacobs installed an A/C system in my home. The were careful and explained what they did clearly. I would hire Jacobs again without reservation.

Bryan D was very knowledgeable and helpful when he came out today. He offered us several solutions and helped us make a decision about how to proceed and didn't encourage us to choose a more expensive solution! He was also very thoughtful about our pets which was sweet 😊