HERITAGE AIR AND HEAT LLC.

This company started out great and then disappeared and the owner changed the diagnosis without ever personally seeing my unit. My AC unit went out in July and I called my home warranty, American Home Shield about the outage. They scheduled Heritage Air & Heat to come out. The technician, Alphonso, who came out was very nice and thorough. He answered all of my questions and even some I didn't have. He diagnosed my system and told me that I needed to get the compressor replaced. He mentioned that he would be in touch soon with the repair. The next day he called me back and said he wanted to come back to my house to recheck my HVAC because when he came out it was late and he wanted to make sure he didn't miss anything. He said he talked with the owner of the company and the owner wanted him to check the coil as well. He checked the coil and said that the coil needed to be replaced as well. I never received a follow-up call from Heritage about the diagnosis or repair. After a couple of weeks, AHS said that Heritage had requested to replace the coil and told me the out of pocket cost for code upgrades which was about $860 (which is almost as much as the cost to repair the coil). I asked why they weren't fixing or replacing the compressor and AHS said that Heritage didn't say it needed to be repaired and to call them have Heritage request that repair.

From July until now I have not received a phone call from Heritage Air telling me why they changed my diagnosis. I have received about 4 texts saying that they will either call me back or "they don't know a technician will have to call" and I never receive a call. I know companies for home warranties are asked to keep the cost down but this seems like a ripoff and the most unprofessional customer service I have ever received. I have 2 daughters and for the hottest part of the summer, I was without A/C in my house in the main living area downstairs. I have never had a company not return a phone call and this has been going on for 3 months. All I wanted to know is why they changed the diagnosis on my 25-year-old HVAC unit to only replacing the coil when the technician explained to me 2 times that the compressor definitely needed to be replaced. I had no problem with the technician, Alphonso, and thought he was knowledgeable and wanted to do the right thing for me but the owner seems to want to run the company to benefit the home warranty and not the customer. Do not go with this company if you want to receive basic customer service or an owner that puts the customer's needs as a priority.

As is the cliché: "I was skeptical when my home warranty company dispatched this company to fix my issue." However, Heritage Air & Heat delivered as promised. Within 2 hours of receiving my request, a technician was on his way to my house to fix my problem. The technician was courteous, professional, complied with all Covid protocols under his own accord, and fixed my problem in record time.

If AHS dispatches this company and the first thing you do is check their ratings in order to prepare yourself for disappointment, then I hope this report of a 5 star experience brings you some comfort.

Had Heritage Air and Heat come out to the house to check out our AC system (American Home Shield approved contractor). Upon arrival the technician went into the attic for no more than 2 minutes and and walked outside. I went out to meet him to see what he found and the ONLY thing he did was try to sell me a complete unit. Did not fix anything, just tried to sell me a unit. When I told him that I wasn't interested in purchasing a new unit using his 60 months, no interest financing, he told me I was 3 pounds of freon low and it would be $75 per pound. Prior to this, I had a friend of mine that owns an AC company come out to check it. He gave me his diagnosis and the charge to repair. Why didn;t I use him?? Well, I paid or AHS Home warranty and feel they should pay for the repair. Anyway, I called Heritage and explained what happened and they assured me they would send a supervisor out. Well, a supervisor did not come out. Another Tech showed up with a bad attitude. He now said that we are 1 pound low and offered to sell another complete system. If you are in the market to just buy a new system, Heritage might be the way to go, but if you want a reputable company to come out and actually tell you what the true issue is with your system, THIS COMPANY IS NOT FOR YOU!!!!!

They are completely incompetent. I have an AC and Heating split unit and American Home Shield (AHS) sent them. The AC and Heating unit was not working as a small 4 to 6 inch snake got fried on the mother board. All they had to do was to remove the fried snake and put in some Freon, which another non AHS contractor did and the unit works fine. AHS does a bad job in keeping these contractors. AHS said rodents are not covered. Shame on both the Contractor and AHS. It was sheer incompetence on part of both AHS and this contractor.

Alfonso was the best. He came and had my unit repaired in less than 30 minutes. He was very knowledgeable, professional and friendly.

Our experience with Heritage has been terrible. I took off of work because they only work 9am-2pm. Technician came and looked at our HVAC unit for about 2 minutes and said we were low on freon. After adding a pound, the unit was supposedly fixed. Wrong, the unit couldn't get below 80 degrees but the technician didn't bother to check his work. Calling back the next day, the earliest they could come back was several days away, which I'd have to take off work for again. Unfortunately, not everyone can just take off work several days or only work 5 hour days like Heritage.

Our only option was to wait for the next Saturday, with over a week with 80+ degree temperatures in our home. Finally when the technician came, the technician again spent a few minutes checking the unit (didn't even bother going in the attic) and told us the fan motor is bad. Couldn't fix it again because they need to order the part and that I need to take off work when they get the part. When asked how they missed this repair last week, he just shrugged.

Everything about the way Heritage operates is what's best for them. Limited hours of operation, get in and out as fast as possible, guess at what the problem is. Think you want to talk to someone in management? Good luck. When asked for someone today, they told me it would be a few days until someone can talk to me. Never again.

The worst experience ever, not professional technician and super rude. I called office immediately and asked to talk to manager. Still waiting for manager give me a call after several days but no call yet. Again I would not recommend this company at all because of hostility and non-professional behavior of the technician and I wish I could give less than one star for my review. Do a favor to yourself and avoid this company even if your home warranty is assigning them to you, just call AHS and ask for another company.

They deserve 10 stars. They are the best service company that I’ve ever used. Alphonso Alba is the most knowledgeable, respectful, kind technicians that I’ve ever met. I trust him and Heritage completely!!

Booked them through AHS warranty. The technician was scheduled to arrive between 4-5 pm. I got a text from the company saying they were closing the office at 3 that said the tech was wrapping up in Plano and would be by me within 1-1.5 hours. I waited until 5:20 and then left to pick up my son at daycare. The technician, Wade, called me at 5:35 to tell me he was at my house. I said I would be home in 10 min. He was here maybe 10-15 min. He left my house before 6 pm. He said the flame sensor was dirty and that he cleaned it. He didn’t bother to check the thermostat again or stick around to make sure it was working. Surprise, surprise, it’s not. The temp when he arrived was 60 and less than 2 hours later it dropped to 59. Not to mention he had the nerve to ask me to write a review before he left. Here’s you review, Wade. I did my part, too bad you didn’t.

Needless to say, I contacted another company as I’d rather pay out of pocket than call heritage back. Also, should be noted this happened during one of the coldest weeks in Dallas/Rockwall history with a forecasted high temp of 15 on Monday.

Terrible terrible terrible. Completely avoid this company even if your home warranty is sending them. They misdiagnosed our AC issues 7 times and we have been without AC for 2 weeks now in the Texas summer heat, they promised a supervisor to come Monday morning but the same incompetent technician came at 7 pm and had new diagnoses for AC once again! Avoid avoid!