Jacobs Heating & Air Conditioning, Inc.

I recently had a new central AC unit installed by Jacobs. The install went ok although I had to wait quite a while for the electrician to complete the work. However, when I had my permit inspection by the City of Beaverton, they noted several issues that needed to be corrected. I have called Jacobs several times about this and also emailed but they don’t even return my calls. I previously had Jacobs install a new furnace and was quite happy with their work. I have also been happy with their annual maintenance to my furnace. Not very happy about their lack of response to correcting issues with their AC install though.

Some of the worst customer service I’ve ever experienced. Jacobs came highly recommended by friends and family so we chose them for an ac install for our home. We were originally told beginning of June for an install date; it’s now August and we still don’t know when they’ll come! Every time we’re given a day for an install they cancel, sometimes as late as after the time they said they would show up. I keep calling the office to reschedule and for whatever reason no one is available to talk to me, has left early, or won’t respond to my message. Feels like the just stole our 50% deposit

I’m not usually one to post negative reviews because I understand that running a business is challenging and inevitably things will go wrong, but my experience with Jacob’s has not been good and there doesn’t seem to be any urgency to remedy things on their part.

On the positive side everyone I’ve worked with has been friendly and professional and I’m sure they are all doing their best.

Now the negatives: we paid $7,000 dollars to replace the 10 year old heat pump system in our house that failed in early 2020. It took almost two weeks to get the newly installed system working with our Nest thermostat. During the heat wave last year the system completely failed to control the temperature at all with the upstairs reaching 90+ degrees. The first technician to come out declared that the system was working properly. We had a second technician come out because this was clearly incorrect and he discovered that the system was low on refrigerant. He said that it’s possible it simply wasn’t filled at install time but that there could be a leak that they would need to track down if the problem persisted.

Now as the weather starts to warm the system is again failing to maintain the set temperature so it looks like there is a leak. When we called to get a service appointment we were told it would be a two week wait because techs were all busy on installs. Then they almost immediately pushed it back another day. And today it was pushed back another week. So we are now sitting at three weeks to get service on our $7,000 dollar investment that has not worked consistently since we purchased it a year and a half ago.

Hopefully all of those people getting new systems installed while we wait for ours to be serviced actually get systems that work.

Update: The system is finally working, though for how long I can't say, given previous history. Getting to that point was not a smooth process:

- There was another delayed service call.
- The tech originally diagnosed the problem as being likely due to a refrigerant leak and re-did all of the connections which he said should fix the issue. But then on his way out he said that actually he thought the compressor main board was dead and needed to be replaced. That would require a warranty claim from Carrier.
- A couple of weeks Carrier sent the part and he came out to replace it and discovered that they had sent a used part that didn't function properly, so he could not complete the repair.
- The following week the tech came back and replaced the entire compressor, but the system still didn't work.
- Another tech came out the next week and eventually diagnosed the problem as being related to a control module for the thermostat.
- She came back the following week to replace the control module and the system is working again, at least for the moment.

All told it took something like two months to get this most recent issue addressed. Coincidentally the hottest two months of the year which were the main reason we paid for the system in the first place. We ended up buying a window unit from Costco that performed like a champ at a fraction of the price.

We needed an air purifier installed to reduce allergens in our house this summer. This afternoon Bryan D came out and installed said purifier, was pleasant to have around, cleaned up the mess, and gave me some helpful, non pushy advice. I called Jacob’s yesterday afternoon and 24 hours later, my hvac issue has been solved. Great experience!

Jacob’s is a great hvac company. Always professional and go above and beyond to take care of me as a customer. Brian came to our home and was so helpful to solve our problem. He was professional and knowledgeable. Highly recommend Jacob’s for and and all hvac needs. We have used them for years.

Rude receptionist. They claim 24hr service and yet when I call for emergent service for having no heat in my home amidst 17 degree weather, they have no one available for 6 days. On top of that they spoke rudely with a snotty attitude towards me and hung up without any further assistance or a goodbye.

Jacobs was a lifesaver when we needed help on behalf of our elderly neighbor. They pulled out all the stops, and came out quickly, fixed what was needed, and did not overcharge. This was oil heat, and required a specialized tech, and they came when they said they would, called me a couple of times to check in for arrangements, and called when the job was done as well to make sure everything was working right. Conrad and Randy are awesome to work with, and I really appreciate everything they did!

We've had a service contract with Jacobs for years and have always been satisfied with the service we've received. I'm writing now because our AC unit malfunctioned just as Portland's major heatwave arrived, and I want to thank the service staff for responding so competently amid the stress and extraordinarily high volume of requests they've been receiving. In particular, I want to express my appreciation of Daryl, the service technician responsible for repairing our AC unit. He was extraordinarily competent, knowledgeable, responsive, and professional. All this and he has only been working at Jacobs for 3 days! We couldn't have been more pleased with how our service visit went. Because he's a new employee, we thought you'd appreciate knowing that Daryl gets 5 stars from longtime Jacobs Customers.

Just had Jacobs come out to do some routine service on my AC. Jake was super professional, knowledgeable, and punctual. We also had a great experience when it was initially installed! Everyone seems to be great at what they do, and I often find that they can get out here quickly.

Jacobs Heating & A/C installed a new furnace and added central air when we bought our home in 2011. Since then we've maintained a service & inspection contract with them which provides semi-annual inspection of our system to ensure our system is running properly and that any issues are discovered before we have a failure. The service contract is quite reasonably priced and renewable on an annual basis. All the technicians Jacobs have dispatched have been excellent, but the technician that came today (his name is Jake) was the best ever, a true 5 star professional. We'd been hearing a whining noise for a few months and he diagnosed the issue, explained it to us, and we're now scheduled for a timely repair in a few days. Nobody wants to have their furnace go out in the middle of winter and thanks to Jake we've taken the steps we needed to prevent that.