Assured Heating & Air

One of the worst experiences of my life! My AC went out on June the 1st. Assured came out (sent by my home warranty company) and diagnosed that we needed a new motor. I was told they would be calling the warranty company to get approval to order the part. A few days go by and I have not heard anything, so I call to check in. Assured says they sent the paperwork to the warranty company and are waiting on approval. So, I call the warranty company. They say they have not received any paperwork from Assured, and that is what is holding the process up. So, again I call assured back to see what is going on. I am told again they sent the paperwork. To sum this up, this goes on for 40 days. You read that right... 40 days! After numerous calls to Assured, they finally told me that they refused to call the warranty company due to the wait times. Seriously?! I waited for well over a month for approval because you don't want to call and wait on hold????!!!!! I begged the lady in the office at Assured to help us with no luck. I finally got someone in the office of the president of the warranty company to call Assured directly for the info that was needed. When the paperwork was finally sent (at 25 days with no AC) the home warranty company approved the same day. I was told on the 25th that the part was ordered and it would take 3-5 business days to arrive. Again, we wait with no calls back from Assured. So, I call to check in again.... no part.... no answers as to when it will be in. Wait some more... home warranty calls me to back to make sure the service is complete. Nope, still waiting on the part. Home warranty calls Assured to try and help move things forward. Finally get the part installed on JULY 12th. Through out all of this, no one from Assured called me to tell me what was going on. No one at Assured called to apologize for the wait. I asked numerous times to talk to a manager or owner. Was told over and over again that someone would call me back. Never got a call back.

*****🏃 RUN AWAY AND DONT LOOK BACK SAVE TIME AND MONEY BY GOING ELSEWHERE****
By far this has been the worst experience dealing with BOTH Assured and my home warranty. Please please do your research and go with a reputable company that has a food rating with the BBB as this place is not even rated!

A.C. went out in July(heart of the summer) Tech came out stated there is a leak but did not pin point where from. He only stayed outside and added Freon to the unit. I was puzzled because he stated it was a leak but made no attempt to go inside to check the A.C. unit. 2 weeks later the Freon goes out. This time I requested a full maintainence check up so he can inspect the pipes, could etc. The same tech came out and stated it was the evaporator coil. By this time it's August. Several calls were made between the warranty company and Assured. Finally the watranty company approved the claim. However weeks went by and no word from either Assured or the warranty. I made at least 6 calls and left messages for Assured to call back. They didn't even have the courtesy to call back to see if we needed more Freon nor to inform us on if they were coming out. Finally the warranty company called and told me they approved my claim for 700.00 but I would end up paying 3700 to replace not only that evaporator coil but now the unit itself must be replaced as it isn't a 14 seer and not up to the energy efficiency standards!!!??? I was highly upset. By this time its end of September. Now, Assured has came up with some b.s. to attemp to get more money! Not once did the technican bothered to document this on the invoice sheet nor had the courage to notify us to explain all this. the warranty company said they could not cover the condenser unit because the condenser unit actually works fine but they will pay to replace the evaporator coil. I asked the lady why would I replace the condenser unit if it's working fine and the only thing is a leak coming from the evaporator coil? She truly didn't have a good reasonable answer so assures reasoning is totally BS. Needless to say, I ended up with a more reputable company that has a great rating with the BBB came out put freon for free and came back and was able to replace the evaporator coil and whatever other minor parts that needed to be replaced. I did have to pay a small amount out-of-pocket but it's well worth it and it's better than paying almost $4,000 to a janky bootleg lying poor service HVAC company. Buyers beware!!!!!!!

Not very pleased with my SHORT experience.

(Sorry for the long review, but it’s worth the read. It explains my whole experience)

-Wednesday night (6/21/2018) our air conditioner went out.

-Thursday (6/22/2018) I called my home warranty company to start a claim and they told me I would be working with Assured and that I should hear from them to set up an appointment.

-Friday morning (6/23/2018) I get a text message from Assured stating: “Assured Heating and Air has received your claim. Unfortunately, we are booked until Wednesday June 27th. We will be in touch with you to schedule a time for your appointment next week. Thank you.”
Not a problem, I figured we would have to wait to get an appointment.

Never heard a word from the company....which leads us to Wednesday.

-Wednesday (6/27/2018) 10:36am Assured technitian John shows up at my home (I was able to talk to him through a video chat on my doorbell seeing as I was never contacted about an appointment for today). I tell John no one is home and I was never contacted about someone coming to look at my unit today. John proceeds to tell me “yeah, sometimes we are bad about that” (this is recorded for evidence) he then says “let me go see if I can schedule you and appointment”. He goes back to his truck and I leave the video pulled up thinking he was going to come back and fill me in on the next step in the process and he leaves. I then call Assured to see about setting up an appointment and Kristen answers the phone, I explain what has gone on up to John coming to the house. She fills me in that I will have to saint until Saturday (6/30) to get an appointment. I explain my frustration with her about how I don’t feel I should have to wait for another appointment because it wasn’t my fault I was never contacted about a technician coming out. Never once did she express an apology or any type of ownership to the mistake made by her company which only made me more furious. After she wasn’t willing to work with me and I finally lost my cool she hung up on me...seriously?! I call back and explain to her that I have her technician on video she continues to tell me that I would still have to wait until Sunday for an appointment.

After I was done being hung up on by Kristen, I decided to call my warranty company to switch my claim to another company.

THERE IS NO WAY I WOULD EVER RECOMMEND THIS COMPANY TO ANYONE!!!!!!

Our home warranty sent them to us when our AC stopped working. First thing they did was offer my wife a replacement to our unit when what we wanted was just repair. They sold us these refrigerant charging caps without giving us the key to open it. They replaced the evaporator coil as it was leaking according to them. waited 10 days to have it installed. After the installation, instead of condensation water coming out of the drain pipe, it's just went out at the base of the unit. Few months later, the compressor stop working. Home warranty sent a different company. And this is the findings. Assured heating put in Refrigerant 401(?) to a 20 year old unit. Orange tank instead of the blue tank. Not compatible. The pressure was so high they probably over charged it. It finished the compressor and we were forced to replace the entire unit. Home warranty bought the unit but we paid for the installation. 2 grand installation pay is not cheap. At least, the installer, a different company are pros of what they are doing.

Our heat went out on a chilly morning in February. We called a major company we’ve used in the past, and were quoted a $1000 repair, but they recommended we fully replace the unit, as it is 16 years old. Ouch.
On a whim, I looked in our local FB group for recommendations, and called Assured. On the phone, they offered to bring space heaters in case they couldn’t get us fixed up right away (this was a Friday afternoon) but that they could come in just a few hours.
They were beyond friendly, as I watched them work. They cleaned several connections in the blower motor, taped some loose flapping insulation (unrelated to the issue, just nice of them) and had the unit working in about an hour.
Problem solved for the cost of a very reasonable service fee. I’m SO glad I called them!

We've dealt with 3 different technicians from this company. I would rate the first 2 at 5 stars. The third was hard headed, extremely difficult to work with and should be rated 1 star.

Our AC unit began tripping the breaker regularly when hot outside. The first tech ran several diagnostics (including freon) seemed reasonable and replaced a capacitor (with a hard start) that he said was bad and told me to just keep tabs on it and call them if it went out again. This seemed to work for a few days, then the unit began tripping the breaker again. We called them back. They sent out another group. This time they could not find anything wrong with the unit until it luckily tripped the breaker again while they had a voltmeter connected to the compressor. The technician said the compressor was clearly going out and they would send a quote to our home warranty co. We scheduled a time for them to come make the repair and order the part. At this point, had the compressor just been replaced (which seems to have ultimately fixed the problem), I would have given a 5 star rating.

Enter technician 3 who is supposed to replace the compressor. Rather than just do what he was sent to do, he instead runs more diagnostics.
He explains that the previous tech didn't know what he was doing and the compressor was fine. He insisted that instead of replacing the compressor, the real problem was that the freon level was "a little low" (refusing to replace the compressor). So in other words the first 2 techs (one of which told me they checked the freon level and it was fine) missed that. Sure enough 2 days later, the air went out again / tripped the breaker. They send the 3rd tech again who clearly hasn't learned his lesson. He checks the freon again and we insist on seeing the reading this time. Sure enough it's the same. This time he insists we put a hard start on the same capacitor that the first tech had just replaced and starts criticizing the first technician. Finally, after arguing about it, he agrees to just replace the compressor that he should have just replaced 2 weeks ago, but he didn't bring it with him. We reschedule for the next week and he makes the repair. Now that it's been over a month to get this problem resolved, the weather is cooling off and we won't know for certain that this fixed the problem. However, I cranked the air way down just to test it and so far everything seems fine.

My advice to Assured - If you are going to shuffle techs like this, then they need to be able to trust the diagnostics done by previous techs. If your techs are going to run the same diagnostics, have vastly different opinions, and badmouth the tech before them, then it leads to an extremely poor customer experience and a lot of frustration.

DO NOT HIRE. SAVE YOURSELF AND YOUR TIME. These people have the kind of customer service only found in hell itself. I was assigned Assured by Home Warranty. They were HORRIBLE. A guy named Caycee told me a cleaning service was under the Home Warranty. He then went into my attic and fell through my attic, ruining renovations I had just made to my living room. Now Tom, who owns the company, is saying I have to pay for the cleaning service because it was never under warranty. Home Warranty has been awful as well, saying that they can't send anyone out to fix my AC unit until I pay Assured. I called to pay and also to tell Tom that he was treating me horrible, and that I didn't think he was a good person for it. He hung up on me. When you scam people, the least you can do is let them vent at you for a few minutes, and trust me I was using my calm teacher voice and wasn't even yelling. I wish I had read half the reviews on this yelp page before ever agreeing to let Assured come out. If you are reading this page, please, PLEASE do yourself a favor, have a different AC and Heating service come out.

I had to utilize my one year special home warrenty only 60 days after closing on my home because my air conditioning lost its freon/refridgerant. This company was tasked with coming out to my home on short notice, assessing the problem and then fixing the problem and they did just that without issue. The two guys who came out also took the time to explain to me exactly how the system works as well as indicators that an AC unit may be going bad so that I can start the process to have someone come fix the system before it completely goes out. I strongly recommend this company to anyone who needs a service done to their AC unit.

After seeing some of the reviews prior to the appointment made by my home warranty company I was a bit skeptical of the kind of service I'd receive.
I was pleasantly surprised that the experience I recieved was great. They fit us in their busy schedule and the tech, John, was on time and luckily had the parts on hand to fix the issue quickly.

Thesd guys were awesome and will be using them for any heating or cooling issues. Our heat went out during the night i called the next morning, they were completely booked up for a week but they were able to squeeze us into there busy schedule. They guy that came out and checked the unit was very nice and knowledgeable he assessed the unit and found the problem quickly. Chuck came out to install the unit and did an excellent job he was quick left no mess other than the new unit setting on the pad you could not tell they were there. Chuck is a really nice trust worthy guy he is professional and personalbe and does a really good job. Im glad my home warranty uses Assured Heating and cooling.