Willard Air Conditioning & Plumbing

John Gomez is truly amazing. He came by on time and asked for clarification on the issue. I explained what had happened and when and he said okay let me check it out. He went right to work. Checked everything that he needed to check. Asked pertinent questions when the time was right. He wore shoe covers the entire time to make sure he didn't track anything into the house. He explained that the compressor outside had gotten too much ice in it and had not defrosted and that was why it had stopped working. He also said I needed to upgrade my thermostat as the one that I had was old and did not really function the way that it should. I then asked if he could explain why my house stays so drafty. He examined my system and said that the return is much too small for the system and the house that it's in. Hey recommended having additional returns installed in different rooms at the house and I said what about just enlarging the main one. He said that would work for a while but for best efficiency each room should have its own return. He also recommended that I move the outside condenser from the side of the house where it gets absolutely no sun whatsoever into the backyard where direct sunlight can help it thaw in these Frozen conditions. He estimated the cost for some of these repairs, and while I would like to have them done, they are not within my budget at this time. He suggested that I continue with my membership as members get discounts on repairs and parts. He then proceeded to show me how my thermostat needed to be replaced. He demonstrated how to take it off the wall, how to match the wires and which brand and model to replace it with. He said if I had any problems I could give them a call and he would do his best to walk me through it. While I'm still not sure exactly which company he works for, as I had originally done business with Speedy Services, they were merged with Direct Services. He then mentioned that Direct Services is now under another company. It starts with a w but I don't recall what it is. It doesn't matter. With professional people like John Gomez I am going to continue to do business with them.

Justin Collett came by this morning to give me a quote to help improve my system. The man knows what he is talking about. He went right to work and explained what needed to be done. The air return is too small and this was noticed by John Gomez when he was out earlier this year. Justin gave me a price that I am very pleased with to get the work done and said it would take only about an hour to complete. We went ahead and got it scheduled for a couple of days from now so that I can take some time off and finally get the full efficiency of the unit that I purchased a number of years ago. I am very pleased with the service that I have received from Direct Services company, which is now part of Willard. When I first started this journey, it was with Speedy Services which became a part of Direct Services.

I say he was on time, it was a four hour window 12-4 and he was here at 12:20 to 12:30. Was quick. We used to have an A/C service and were wanting a new service, he was able to answer all my question about Premier one. He had asked me if I have ever thought about getting my vents cleaned and my wife was just telling she wanted it done. Now I have all the information to make a truly informed decision. Thank you for a great job done.

I called at noon concerning water leak and was put on schedule for 2:00 same day. Couldn't believe the quick service! Matt was very professional, arrived on time, and knowledgeable. Well definitely be using him in the future. Thanks so much Matt!

Our AC went out when we were in a heat advisory. The company actually answered the phone (no automated service) and responded very quickly. Jesse came right out, discovered the problem, ordered the part and fixed it the next working day. We are so thankful for the speed in responding and fixing what could have been a terrible situation. We are grateful for Jesse and everybody at the company. 5 star service.

My husband and I are new homeowners and are going through the typical homeowner crash course with updating all of our homes systems. We signed up for the 14.95/ month membership and aren’t receiving any of the benefits of it. The first time we were trying to utilize a “free tune up for AC” we were told that our first unit was too old to work on, which is understandable but there weren’t any steps taken in the positive direction by direct service company to switch the membership over to the newer unit and to try and reschedule for a different tune up after switching the condenser unit memberships. I had to complain and told the company to cancel my membership in order to get another tune up.

Now we just had the other tune up appointment and which took 45 seconds I swear to God for them to look at our unit and tell us they can’t do anything again. Richard stated this because our pipes were frozen he couldn’t do anything. The invoice said “ System is frozen up. I explained to our client that we would need to return after the system thaws out. I explained to her that we would need to turn the system off and let it thaw out and reschedule as a SERVICE CALL, she said that she would not do that and wanted to cancel the call.”

Now my confusion is to why it needs to be a service call when we already pay our membership monthly and this is SUPPOSED to be a perk of the membership, it feels like I’m paying 14.95/month for them to periodically show up and say there is nothing they can do.

I canceled my membership and recommend that anyone wanting to dabble find a small HVAC company and stick with them. Don’t waste your money.

I contacted Direct Service for HVAC maintenance of my 23 year old upstairs and downstairs units. The technician, Eric Hilton, arrived on time. He thoroughly examined the units. Since both of them are so old I had many questions. He clearly both explained and showed what he was examining. I asked him about replacement units and installation since mine are obsolete and I know I will need to get new ones within the next year or two. He shared information on units that would be appropriate for my needs, and estimated costs and financing. He explained and helped me understand the answers to all my questions. I use Direct Service because I have used them in the past and they use very highly-trained and qualified individuals like Eric Hilton. He earned my trust and continued business.

Matt was my technician today and so far everyone that we've had helping us from Willard Air Co. have been extraordinarily professional. Unfortunately got some bad news but was expecting it with old cast iron pipes. Regardless, everyone has been attentive and knowledgeable. Thank you gentlemen.

The technician came out to do a plumbing inspection he wasn’t very friendly at all or reassuring (he kept the same monotone voice the entire time he was here) like the other technicians who have come to my house from Direct Service Company previously (all of the previous technicians from Direct Service Company have been great!). He just randomly walked through my house without notice which was fine because I knew what he was here to do but it was the way he did it. What I was really taken aback by is the fact that he just randomly walked into my bedroom without asking for permission first or calling me into the hallway which all of the Direct Service technicians have done in the past to dig off on the inspection report. That did not sit well with me. He also refused to perform the service that I was advised that he would perform such as clearing/cleaning the drain lines. I was told by the scheduler that if they needed to be cleared that would be done which the technician advised he refused to do. He explained why he wouldn’t do it because he felt it would do more harm than good which I don’t necessarily agree with as I’ve had this done with other companies in the past with no issues. I feel that this inspection was a waste of my time as it seems to me that he only came out to see how the company could get more money from me but was not very beneficial to me the customer/ member of the company. I’m disappointed in the company as this wasn’t the level of service that I’ve grown accustomed to with Direct Service Company they’ve always been so accommodating in the past.

So happy about the electrical service! Very impressed. Jonathan was friendly, professional and did a fantastic job! Will definitely use Willard for future electrical work!

David Rafael came in for the win! I didn’t have ac and another tech from a different company said it was completely broken but he ended up fixing the current unit. Massive. Everyone was super nice and they even had the tech come out after hours. Very appreciate of the help!