Royal AC and Heating

This company was sent to our house by our home warranty company, First American Home Warranty. Our claim was first reported on July 2. We were told we need a new air conditioning condensing unit. We waited for 25 days for a new unit to be located. Royal air sent a technician who happened to be a subcontractor for Royal Air to install our condenser. This individual did not speak English and had a young woman with him interpreting for him. Once the new condenser was installed, our AC worked for only 2 days before it failed again. Royal Air then sent out one of their own technicians to see what the problem was. This technician determined that one part installed by the subcontractor was not installed properly, and also we now needed a new evaporator coil. We had paid over $800 to Royal Air for items not covered by our warranty for the installation of the condenser, and they advised us that day we would need to pay over $800 more for non covered expenses for the evaporator coil. We agreed and the new coil was ordered on July 31. I requested that the subcontractor who installed the condenser NOT install the new coil. Unfortunately, another 12 days later, the same subcontractor showed up to install the new evaporator coil. After removing my old coil, this subcontractor, who goes by the name “George,” has his helper tell me that the new coil would not fit. I was also told that the owner of Royal Air, Sam, could get me a coil that would fit but it was not a Lennox like my furnace and new condenser. I refused this coil because First American had not approved it. At this point, we decided to do some research. After speaking with Lennox technical support twice and after consulting a licensed HVAC installer we had used in the past, we found out that the condenser that Royal Air had installed WAS NOT compatible with our old evaporator coil (the new condenser was a 410 and the old coil was a R22) and that is why our old coil failed. We were completely disgusted! We don’t really know if Royal Air knew about the incompatibility and still installed the condenser knowing it would make our coil fail and that they would get a chance to make more money off of us OR if they are completely incompetent. According to Lennox Technical support, “EVERYONE IN THE HVAC industry knows you can’t put a 410 condenser with an R22 evaporator coil.” So at this point we had been without AC for over 6 weeks and we had lost all confidence in Royal Air. We decided to take the cash out option from our home warranty and use the HVAC contractor we chose. I should tell you there were zero delays with our HVAC contractor as he installed a Lennox evaporator coil 3 days later. We finally had AC! I do not plan to ever use Royal Sir again, but if you decide to take a chance or you are required to use them, be sure the technician they send out actually works for Royal Air and isn’t a subcontractor. The technicians who work for Royal Drive a truck with the name of their company and their logo on the side of their work truck. In the past, I have had 3 technicians that actually work for Royal Come to my house to do repairs. Their names are Emad, LaDarius, and Andrew. They were knowledgeable and professional. Good luck!

I've used Royal Air Heating & Air Conditioning for almost 3 years now and I have always been satisfied with their service. It really makes a difference when their technicians explain the problem you're experiencing and the various repair options available to you ...in terms I could easily understand. They're always courteous, professional and on-time .
I've tried other companies in the past but they were not as proactive or focused as Royal Air. I almost felt like their technicians just wanted to solve one specific issue and leave.....which always resulted in return service calls to finish the job satisfactorily.
I have been recommending Royal Air to friends and coworkers all over the Dallas metroplex area. It's so important to find a company you can trust.

Good morning,

My home in Fort Worth was serviced on 8/21/20. However, the technician, Ramsi did not have the insulation on hand and was supposed to return on 8/24/20. Ramsi also suggested a new pan and switch for our HVAC system, but we did want to do it at this time. The invoice I received ONLY listed the pan and switch for $500. Upon calling the office on 8/24/20 due to not receiving a confirmation of service for the insulation on the condensation line I had to call the office. The office stated that they have not confirmed the service for 8/24/20 due to the fact we have yet to pay $175 for the insulation. The insulation is fully covered by our home warranty, First American and I explained this many times and also had this confirmed with Ramsi via in person and via text messaging. The office said someone would return my call in regards to the insulation. First American has made several attempts to reach out for the service report and has received no reply as of 8/26/20. First American has also confirmed with me that the insulation is covered. A prompt reply to rectify this situation is needed asap!

The phone number listed for your business is not allowing First American or I to call the office as it is only giving an automated message.

Ronnie did an excellent job of diagnosing and repairing our A/C timely. We use a home warranty company and don't typically have a choice on company. The first business day I sent a repair notice, I was given a call and made an appt for the next morning. Ronnie arrived promptly. He called in the afternoon to tell us he had found the part and would be at our house the next morning (on a holiday). He arrived in the a.m. and repaired our A/C in no time. Excellent service and I would highly recommend them!!

This company is deceptive and has terrible customer service! My parents air have been going out twice a summer for the past 4 years. This summer they have had their air go out 7 times and this company will take days and sometimes a week to “repair” it. My aging parents and elderly grandparents are forced to be without air in 100 degree weather. They have said my parents need a new unit, but when they submit the paperwork to home warranty they falsify the records and say it’s fixable and they fixed it. This is preventing my parents from getting the new unit they need. They keep collecting their fee whenever every time they come out even though they are working on the SAME issue. The customer service department is rude and the technicians are incompetent. Do NOT use this company if you want a lasting repair.

Absolutely awesome service. Excellent communication in keeping me updated with time to expect arrival. Was prompt & arrived at stated time. Polite technician. Fixed issue quickly. Very satisfied & would highly recommend!

Great customer service. Professional from start to finish .Cool Hand Luke was amazing !

The service was quick. The online service request option was great. I got a response from the technician on a Sunday to confirm my Monday appt. it took a day to order and replace the faulty part. So within 2 days after i reported the issue (i reported it on Sunday) the problem was resolved. Technician Abdule went above and beyond to help me understand the overall nature and functionality of the unit and how to manage it on an ongoing basis. Overall a fantastic service experience. Two thumbs up for First American Home Warranty and their contractor Royal Air Heating & Air Conditioning LLC.

Andrew took our call on a Sunday and got way more than he bargained for - our unit was shot but he explained it to us and promptly filed with our home warranty provider. Clear expectations and great communication throughout the process - we received a text when he was on his way and text afterward to follow-up!

We had Royal AC visit and diagnose our furnace. We were pleased that they answered the phone promptly and scheduled a service appointment for the next day, not days or a week later. The day of the appointment we got periodic arrival time estimates so we knew when to expect them. Their technician Abdule was helpful, attentive to our concern and able to diagnose and make recommendations accordingly.