West End Heating and Air

West End Heating and Air did a fantastic job! I feel that they went out of their way to get me taken care of sooner than later due to my a/c not working at all. I have nothing but great things to say about them. I highly recommend West End Heating and Air!!!

Stan was wonderful. Very thorough and talked me through each thing he was looking for on my HVAC. He also gave me advice on how to check for problems moving forward. Very pleased with the experience."

At this point, I can only rate my initial contact as my system either needs expensive refrigerant (not the company's fault) and parts replaced OR I need a brand new system which according to Chris will be more efficient, since my current system is from 2001. They must be a very busy company (and it's been really hot, many people with a/c issues) because they couldn't come out 6 days after I spoke with them. I have a doctor's appointment this afternoon so they put me on the 8-12 schedule. Chris called me near 830 and say he would be here in about 25 min and he was. Took him about 90 minutes to let me know I either needed a new outdoor unit and would have to pay almost $1300 for refrigerant (because American Home Shield only pays the 1st $10 per pound, OR I could get a whole (indoor & outdoor) new system which AHS would reduce the price about $900. So that's as far as we got. The other guy with Chris said it would probably take 2 weeks or so (WHAT???) So now I'm waiting for a call from them to give my decision as to what I want and find out HOW LONG this will take! I'll try to come back and update once resolved. The 2 guys that came out today were very nice and answered all my questions.

Update 7/20/17 Finally!!! I can stop blasting every single fan at high speed and walk in my house and feel cool again. Correction - the 1st guys that came out were Charlie (not Chris) and Rodney.

So today was day 28 of no AC! The temp in the house got as hot as 95.0 degrees (that is not a typo!) Waited for AHS to call me (a very long time considering it's been in the 90's here quite a few days) They were wiling to give me a pay out because it was taking so long to resolve my issue. I could have gone with whatever company I wanted and use that money towards a solution, but the other company I contacted couldn't offer me much more savings and about the same timeframe to complete the work so I went with West End (the AHS company) I spoke with the coordinator on July 13th and the earliest they could come was today. I was told I would be schedule for 8 -12 and the work would probably take all day. That's the bad news! The good news is, Ronnie called me at 7:09 am and said he would be here by 7:30. He (they - there were 3 of them!)
actually got here at 7:27. I'm writing this at 11:07 am and they have been gone for at least 10 minutes. That's less than 4 hours. They even changed my air filter for me and made sure to tell me about the new thermostat. It was a long time in coming- but THANK YOU West End, for cooling me down! Already down to 82 degrees from 85 when they installed the thermostat.

My technician was so friendly and he explained everything completely for me to understand what was going on and what needed to be done! I received updates and courtesy calls as to when they were on the way. I recommend them for fast, clean, friendly service!!!!

They did a fantastic job. Techs were polite and efficient. They were respectful of our property and cleaned up the area before they left.

Hands down THEEEE absolute worse company to do business with!! This was a claim thru American Home Shield and from the initial service call to today has been nothing but non communication and no concern for the issue at hand.. The service technician came to the house and said "oh there's a leak in your coil. I need to give this to the office today and let them clear this American home shield and then we'll be back out".. So the next morning I called the technician on his cell, who couldn't even remember the service call (probably still sleep) and said he didn't have time to turn in the paperwork to the office and would do so later today.. I then call the office to verify this, since there was no call to me to communicate the next steps. I spoke with Sharon and she indicated she had just gotten the paperwork and would call AHS to get approval and then schedule us for the repair.. Well... 6 days went by, no call, no email, no update. Finally I make a 2nd call to them I was advised that I needed to call AHS for an update and then contact West End Heating & Air to reschedule. Never in all of the years I've had AHS have I had to do such a thing.. I then asked for a supervisor. I was passed along to Kathleen... Kathleen over talked me at every sentence. I'm certain she did not ONCE hear my concern or frustration and basically told me "take it or leave it ma'am. And before I schedule the repair, I'll need $75 per pound for your 6 pound unit. Once hats paid we can come out Monday." I suck it up because I want this over with and West End Heating & Air is paid... Today I call for an update or ETA and what do you know.... Kathleen said she told me Monday June 20th not Monday the 13th.. Well Kathleen didn't specify a DATE. She just simply said Monday.. I then told her that was totally unacceptable since this has been going on for almost 2 weeks and I need an earlier date.... she puts me on hold and then Gypsy picks up.. Gypsy claims to be "the supervisor" now.. Kathleen was her "fill-in" while she was out last week.And her tone is just as worse as Kathleen's. She insists I was told the 20th and not today. And if I want something earlier then I'll need to cal AHS and have them send somebody else out. I then request a refund of ALLLL of my monies, including the $75 call fee and was nastily told "oh you won't be getting that back. But I'll refund the refrigerant" I asked to be placed on hold for a receipt number and she did.. I was then told she would email me the receipt as well.. I waited. And no email. So I called back. Gypsy said "Well it'll be a few minutes belies we are busy" I expressed to her that I needed the receipt to confirm with AHS before starting the process over and that I would hold. Gypsy then stated "Well honey you can hold all you want but we'll get to it when we have time" and Gypsy HUNG UP THE PHONE... I've called back repeatedly and my calls are going straight to voicemail. PLEASE PLEASE do not give this company your business. This is a horrible way to treat ANY customer. I'm considering writing a letter to the owner Ronnie, but I'm afraid it will fall on deaf ears.. So social me if will be my platform to express my utter disdain for how my family has been treated.

Satisfied with their services. Jason has especially been very helpful and has addressed my questions before, during, and after the servicing process. Glad to have picked them.

I needed an emergency A/C service appointment due to our A/C going out and one of my daughters has been running a fever. They were really booked out, but were willing to squeeze me in if something came up today. I called around 20 other companies and no one else was willing to do this for me. West End Heating and Air will be our first call in the future!!

Technician was very professional and solved the problem we were experiencing. Very knowledgeable of his trade. Will use Westend heating again for future services. Thanks Jeremy for your service.

After using most every heating and air company in Richmond, West End has become our service provider. They are quick to come out, their prices are reasonable and they are friendly and knowledgeable.