USA Air Conditioning and Heating

Living out by Median Lake it can be hard to find a company that will make the trip out this far. I was referred to SA Cool Zone by a friend. When I called and mentioned my location they were not phased and offered to come out the next day to look at the problem. Bobby came out the next day, assessed the situation, explained the issue and offered a few options. I felt no pressure from Bobby to make a choice at that time but let’s face it, Bobby had the Texas heat on his side. We agreed upon an option that he could immediately fix because he had the parts on his truck. An hour later everything was working. It’s been 7 months and everything is still working without issues.

My experience with this company was the worst. They gave me. quote set a date for return and never did. They would promise to come the following week for months and never did. Save yourself the time and pass on this company. I let my subdivision know to not let them back in our community under any circumstances.

Home Warranty of America (now Choice Home Warranty) sent them to my house to repair the A/C. The service man wasted no time and collecting the $75 service fee. We went outside where he barely looked at the condenser unit and said it was dirty. We had gone ahead and paid our own service man to put in a capacitor just 3 days earlier and I watched him clean the condenser so I knew it wasn't dirty. The guy argued with me and said that it needed to be cleaned before he could work on it and it would be an extra charge. It became apparent he never intended to do any work at all. In fact he knew the claiming it was dirty would absolve him of his obligation to fix it.

When I complained to the office manager she wasn't the least bit interested in hearing about it and didn't even offer to send another guy out or anything. I asked for a refund of my service fee which of course she denied.

This is the first problem I've had with a Home Warranty of America contractor. HWA has been fantastic in all other regards. If they knew how badly USA Air represents them I am sure they would choose anybody else. It's my suggestion that you do too.

When I went to look at the other reviews I noticed that almost all of the more recent reviews are one star and people are very unhappy with these folks. Also I noticed that American Home Warranty used them; that's why we canceled our policy with AHW because we went for 2 months without air conditioning because several different air conditioning outfits they sent out that didn't know what they were doing. When we finally got somebody out who knew what they were doing he fixed it within 90 seconds of arrival and didn't even have to shut the unit off.

Home Warranty of America insisted that we go through them and they sent these folks out. Again use your choice and choose somebody else.

I would not recommend this company for anything. They installed a complete hvac system. Bobbie Never answers his phone after he collects payment. 3 months after installation the unit separated and was cooling the attic. 1 year later unit stopped cooling so I called him (no answer) left message to request service on a 100 degree day. He NEVER returned my call. I got another company to fix it.

Had the unfortunate pleasure of doing business with these people when they were assigned by American Home Shield back in May to treat a cooling issue on my upstairs unit their tech diagnosed as a coil leak. It took them 30 days and multiple visits to get my house cooling again, only to find out they swapped the coil on the downstairs unit by mistake. So now, nearly two month later, we're dealing with that.

It's clear their upfront payment policy is designed for situations like these, because when I was finally able make Bobby Ashcraft aware of their error, he made it clear that he has no intentions of rectifying it. He even tried to pass the upstairs unit's coil as new when they clearly had been working on the other machine.

I'm grateful for the tech that made me aware of the situation and was able to get my house cooling again, but this experience as a whole has been completely unprofessional. I would highly advise going with another company for your AC needs.

PAID for a good or service NEVER received.

My warranty company connected me USA. Tech’s are unable to install/communicate/find a location and receptionist obsessed with texting deferring to “conference calls” or “business meetings”. They pushed my entire process back approximately two weeks, but still in fulfilled their billing to the insurance demonstrating moral turpitude.

The receptionist, Ms Carla will communicate only via text. Carla started the process poorly. She accidentally rejected the insurance claim resulting in a call from myself the warranty company to re-instate. Upon this, Bobby was able to make it out two days later. His inspection was quick and we together, watched the video of a second opinion AC company’s (I paid out of pocket for) description of the problem. Upon diagnosing, a part was to be ordered and arrive over the weekend, on Monday. Upon MY reaching out, I was told arrival was actually Wednesday and service slated for 1-3pm on a Thursday.

Multiple individuals were at the house with no AC for 5 hours (three hours past the LATEST 3pm arrival slate) until being told tech waited for 45 minutes and was calling a gmail phone number and “left”. Finally, the receptionist texted. And continued to text only to respond versus inform. Upon asking for a phone call, I was informed she was unavailable to speak on phone (see photos). Following much stress and negotiation from my part figuring out scheduling (I’m not on the payroll, FYI), we rescheduled for a “promised” arrival time of 3:00pm verbally stated by the owner, Bobby. I felt confident in this and expected them to make it right.

Friday, no one seemed to show up. Approximately 40 minutes after the “promised” time, I tried calling but as you can assume, no answer and therefore resorted to text. She later let me know the techs truck broke down. Then let me know the other tech was out of town. When asked if the owner could come she said he was busy with an install (still she couldn’t find the time to make a professional business owner call to me regardless of my asking), and that the tech was sick, see photos. Blatantly, I am understanding and forgiving. This experience included continuous excuses and demeaning comments. I.e : she claims I called the owner a liar and repeatedly referred to another day when her tech failed to adequately call a phone number.

Quite unimpressed as this company has compels non of the following :
•customer service
•adequate knowledge
•attention to timelines
•communication

I hope this company figures out a better business model and quickly, retracts it’s inadequate, immoral actions regarding billing the warranty/collecting payment on behalf of the customer for a good or service that was never provided or completed, respectively.

Bobby was very professional and very helpful. We agreed on time and date for installation and he's installers were there on time. The father/son installers were very professional, knowledgeable fast and after they were done they left everything as if no one was there. Cleaned there work area and everything was left running and working exactly as it was explained. Bobby quoted an excellent price and there was no surprise charges and fees and he was way cheaper that 2 other companies that quoted me. I highly recommend this company to anyone with AC problems. I am very happy they were available to help me.

USA Air is a well-run business who has not forgotten about customer service. Robert and Vicente have restored my faith in business where a handshake means something. Great company, great employees, great business!

Had them come out to see the problem with our outside unit. The tech said it was the compressor and quoted us $3500. We got another quote for $225 for the run capacitor and our unit is working great! I advise to reach out to Cool Mark Heat and Air for actual assistance and avoid getting scammed.

Made an appointment and they were there the next day and thirty minutes early. Bobby diagnosed the problem and quickly rectified the issue. Will continue to use USA Air Conditioning and Heating. Saw a one star review because the guys appointment was canceled. One one star and three five stars. I think there is a little more to the story. Highly recommended.