Reviews (62)
This was one of the worst customer service experiences I have had. They failed to show up in the service window they provided, did not respond to multiple calls, and then closed the file saying it was completed. When I reached the front desk, the person was incredibly rude and blamed me for the issues I experienced. 0/100 would not recommend this to anyone
Epic replaced my AC and furnace July 2020 through my home warranty company. They recently came out and fixed my AC after it stopped blowing cold air. They were professional, responsive, diagnosed the issue quickly, and were done within about 20 min.
I was very happy with Casey's service today. I would highly recommend this company if you ever have any HVAC issues.
I will opt to use someone else in the future. The communication over the phone/ texts came across annoyed/impatient. In person service tech seemed to be in a hurry to get in/out, difficult to get details out of, and changed solution approach causing me to lose confidence.
Great service. Honest, On time, the job was done fast and efficiently. Also gave me a huge discount. Thanks so much 🙏
My home warranty company contracted this company, and working with them was horrible. When they came to diagnose my furnace the tech barely spoke to me, he was in and out in about 10 minutes and didn't communicate very well what was going on. When the part we needed arrived they texted to schedule an install window and refused to give more than 5-10 minutes notice of the techs arrival on the day of. I was sitting in my kitchen at the install time, and got a notice that the appointment had been canceled because we weren't there. The tech rang a broken doorbell on the wrong door, didn't knock, and didn't look for the actual front door. When I called back the scheduling person was not helpful. I am so grateful after complaining to my home warranty company that they sent someone else to install the part. The part that Epic said I needed didn't even fix the problem and I had to get a whole new furnace through a different company. As you can see from their responses to other reviews they will probably try to discredit me in their response to this review. All I can say is believe the negative reviews, and if your home warranty tries to schedule this company for you, run far away.
This company was contracted through my home warranty, not by me. The technician came out, claimed to look at my furnace and then tagged it as something I did on my end so the warranty wouldn’t cover it. When I called the company to pay them to come back out on my own dime to fix it, they “respectfully declined” due to the space to get at the furnace. Now, this tells me not only did the technician not get a good look at the actual problem, they didn’t want to deal with it so they marked it as (basically) user error so they wouldn’t have to deal with it. They didn’t even look at the issue with the furnace. Additionally, the company doesn’t return phone calls, never answers their phone, and responds to everything via email so they don’t have to have a human conversation backing up their assessment. If I could give zero stars, I would. In a day when customer service and integrity is key, this company is terrible. Shady business practices. Avoid at all costs.
No compassion, very unreasonable and looking to get out of their work.
DO NOT USE this company!!! The tech Casey does not know what he is doing!!! He looked at my furnace/ac and said it was just frozen, 24 hours later it still did not work! Called another company, within 5 mins they found the motherboard on my furnace was burnt. Epic Heating and Air has CLUELESS techs!!!!
The technicians were not only incompetent but rude. When the home warranty company offered, as compensation for Epic's incompetence and rudeness, the have Epic do the work for free, I rejected it. Why would I have someone so incompetent and rude do anything with my HVAC?
Casey was quick to show up to our house and give us a great quote. When we were ready to have them come out and install our air conditioner Christy was on top of it to call me and get everything scheduled. When it came to the install of the new system Kasey and Dennis were super professional and had it all set up in a few hours. They were very good at communicating with me during the whole installation process. I would highly recommend going through Epic for any of your HVAC needs.
Absolutely awesome company. Always on time and extremely professional. Talks to you like family not just a client. I will always go to them and no one else. Start to finish they are always there.
I am always trepidatious when it comes to "who" my Home Warranty is going to send out to my house. I've had so many bad experiences. I was so very please with the service Epic gave us, they had great communication and showed up when they said. They first came out and diagnose the issue, they ordered the part, they came back 2 days later, installed it. That did not fix the issue, he made a call, went and picked another part, came back the same day. Boom! I had heat again. Thank you Epic!
Dennis, the technician, had to come to fix my malfunctioning furnace three times. On each occasion, he was on time, very respectful, answered all my questions and spent the time necessary to fix my furnace. Dennis was very knowledgeable, definitely an expert his abilities. I have worked in the Customer Service field for decades. I believe excellent customer service is dying in our culture; however, my experience with Epic Heating has renewed my hope. They have a won me over and I will not hesitate to use them again. I send a big THANK YOU to Dennis and Epic Heating.
Casey showed up when he said he would, didn't waste any time getting to work, worked quickly and got the job done right 👍 The dispatch software they use gave me a notification that he was on his way and I could track the order. We had a heater main board and HSI that needed to be replaced.
Very impressed with our technician, he was on time, courteous and completed the work quickly and most importantly cleaned up the work area and took the trash with him. Thank you.
Terrible communication. Very unprofessional.
If I could give them zero stars I would. Poor communication, poor customer service, combative on the telephone when concerns were raised. Spoke with Christie with the manager in the background. After their confrontational call I called a different provider, not worth the hassle. I would avoid using them at all costs.
This is not worth any more of my time. Service provider showed up and left without doing any requested work up or work through our home warranty company. Terrible, terrible communication. Your provider arrived and gave us no more than 60 seconds to answer the door before leaving for the next job. No call, knock or extra ring of the doorbell. One and gone. God forbid we couldn’t sprint to the door to answer it when we weren’t expecting it for another 30 minutes. We were in the middle of tending to our infant and received no communication text or call of your early arrival or presence at house before taking off. Update: I have added 1 star back because we have received our service fee back from our home warranty company so at least this has just been a huge hassle. The great thing about technology is we too have time stamped electronic record of all the communication we received and made with the company, as well as a ring doorbell which recorded the time at our door. If you read the other 1 star reviews, this is not an isolated event that has happened to just us. Perhaps a lesson can be learned about how to communicate with customers when making and meeting appointment times at their homes. I’d be happy to remove this negative review if this type of event doesn’t happen to other customers in the future or if any polite acknowledgment or ownership of any fault in communication was made to us, but so far all communication has been threatening and unprofessional.
I totally loved working with Casey and with Dennis! It was really great how they came in and just went to work. I have an office downstairs for right now due to some remodeling. I worked within 6 'of the removal of my old furnace and air conditioner as well as the installation of a new furnace and a new air conditioner. My business work wasn't disturbed what so ever. Our appointment was professional but it was also lighthearted. These professionals knew exactly what they were doing! Very adept, very much the perfectionists while completing this job. They took less than 3 hours to remove and install my new furnace and air conditioner! Epic Hearing and Air was one of the easiest and fastest home maintenance appointments I've ever had. You can't go wrong with this team. I'm a widow and I live alone. For them to take all of this off of my shoulders meant the world to me. My sigh of relief once the project was completed was audible! So much weight off of my shoulders plus priced fairly and competitively! Grateful Diane