HC Heating & Cooling

We really wanted to like this company. The initial contacts were great and before install, the main installer came out to walk us through his process. But unfortunately the install left us wanting. The site was left with piles of dirt around the outside unit. Additionally the unit was installed at ground level, with the dirt piles waiting to become mud piles. I emailed the sales employee (Alex) twice, including photos of the install, and never received a response. I spoke with someone at the office about the install and was told it was standard install. Then we had to have the unit inspected three times. After the first inspection we were notified HC failed to secure the unit to the ground and apply tamperproof covers to the Freon lines. HC promptly scheduled a day for the technician to come out and fix the issues but they technician failed to apply the tamper proof covers resulting in a second failed inspection. This was after I double checked to make sure the technician would be not just securing the unit to the ground but also installing the tamper proof covers. In hindsight I wish we had gone with a another company rather than HC because I felt once they got the sale they didn’t really care about the customer service side of doing the job correctly and cleanly.

I received a call back within minutes of my online inquiry. The woman I spoke to was understanding and made sure to gather all the necessary information before passing it along to the serviceman. The gentleman who diagnosed and fixed our thermostat was polite and communicated the issue clearly each step of the way. He didn’t have the correct thermostat for our system on hand but installed a used one in working condition until he’s able to return with the right one later this week. I am very pleased with the service we’ve received up to this point and have no doubt the job will be completed thoroughly and within a timely manner.

Purchased a new furnace 18 months ago today I smelled gas near the furnace they decided it was a control valve they have to order the part I can understand I have to wait a bit and the part is covered under warranty but not the labor they tell me it’s $250 an hour that’s over $50 more then any other hvac company that I called but I have no choice because I have kids and the warranty locks me in to them. Edit The part came in the next morning and the tech came out right away to install it seemed to fix my issues. I was informed earlier in the day that because I had my system serviced on time i received a %15 discount however when I grabbed my wallet to pay the Tech said thank you for your service (which we had been talking about while he worked) and no charge I am the service manager I can do that. so they listened and they took care of me. all in all in the end I am very Happy

Alex was on time, professional and friendly. He came and diagnosed my Heating system. Ordered the parts and I'm awaiting parts and final repair. This is my third time using this company. Previously my coil had a hole, lost all freon and Ken diagnosed, ordered the part and installed. While not everything is perfect and my system obviously has issues I've been nothing but impressed with the service I receive from HC.

Awful customer service! Go elsewhere. Y’all need more customer service agents, and more service people. We had a heat pump installed by HC in 2019. When the AC failed in early JULY 2021, we called them. After several cancellations, it took until the first week of SEPTEMBER before we finally got a service call. (We would have gone elsewhere, but felt it might have been a warranty issue.) Turns out our fan was defunct, and we were told it is a common part - no worries, they would call the following week to schedule the repair. Weeks go by, no call. Now it turned out there was a supply chain issue, but we had to call them to find that out. They should have called us. Now it is NOVEMBER and we are still trying to get service. Highly recommend to go elsewhere. We are currently stuck, as they have the part.

I have called them for a appointment for 3 weeks in a row for a simple gas furnace winter tube up on a furnace they originally installed. I haven’t received a call back yet, even asked for a manager to call me so I can let him or her know that their service Estimater isn’t getting back to customers. Despite my letting the person who answered their phone calls know that this is pretty poor customer service when a customer keeps calling them with zero response. I don’t know how this company can stay in business but I will highly recommend that my friends not use this company. Chuck Elliott

NEW UPDATE:

DO NOT RECOMMEND THIS COMPANY. This is the second issue and service has not improved. During the install they did not finish setting up the drainage properly. After several months, they schedule 3 appointments which were all cancelled. Someone finally came out and took pictures and said there was no problem to finish the installation. They had all the parts in stock. They scheduled additional appointments and they were all cancelled or they did not show. I requested a manager call me and they have not called back. Now when I call, I get the answering service and no one returns my calls. It has been over a week and still no communication.

************************************************
It has been 2 weeks tomorrow since install began and wiring still not started. Zero communication from them on status. Never return my calls.
Zero star company. I would never do business with them again.
UPDATE: The manager reached out to me and apologized for the lack communication and was led to believe there had been communication.
She explained the situation with the delay and offered compensation. Increased rating but, they need to improve communication with the customer.

Alex just left after a diagnostic call to find out why the indoor part of our heat pump was leaking water all over the floor. He provided excellent customer service and fixed the clogged line that was causing the leak for only $50. He also provided some education on how the system works and things we could do ourselves to avoid future expenses. When I scheduled the appointment with Tanya, she made sure we got the soonest appointment available since we were going to have to turn off our AC in the hottest part of the summer until they could arrive. I definitely recommend HC and will be setting up our annual maintenance with them.

After installation I noticed air leaking out of the heating unit in the garage. I informed them and they never responded. Also, they installed a supposedly high efficiency NEW 19 seer heat pump and air handler my energy bill has never been higher! This is even after I took out our hot tub so that energy usage isn’t there any more. The company won’t answer their phones and won’t return calls. I am at a loss! Possible attorney action? I don’t know…

On 6/14/21 we sent a signed contract for a new construction heating system installation and paid a 50% down payment ($11,263.61) that we were told was to be used to buy the equipment (furnace/ heat pump) and materials needed for the job. In August 2021 we called to schedule a pre-installation walk through and was cancelled on last minute twice. We then were told that their company was no longer going to be doing new construction installations. Then they changed that statement and had a pre-installation walk through done and stated that they would call to schedule installation. They could not be reached for nearly a week with multiple calls and messages left with their answering service. When they called back they said they were now NOT going to do the installation that a contract had been signed on, and 50% had been paid. They wanted to transfer our installation to another company promising they would pay the full deposit to the other heating company. We agreed to this as we had no other option. They set this up with the company privately and stated again that they would pay the full 50% deposit to them. In October 2021 HC Heating and Cooling had not paid the other company any money and they could not be reached by them or myself directly. When they were finally reached after many days and calls, they stated that "payments had been lost in the mail." They then worked out a payment plan to the other heating company and paid two $1000 payments totaling $2000. They have since ceased all payments and contact. The company cannot be reached and all calls to the multiple numbers listed on their website either are immediately disconnected or just ring with no answer or voicemail. This company has effectively stolen $9,263.51 and will not get in contact with myself or the other heating company they transferred the installation to. HC Heating And Cooling took payment and did not do any of the work outlined in the contract nor did they refund the full deposit as they said.
All we want is contact from the owner or company representative and a refund as they had promised. This had created a huge hardship for myself and my family during the building of our home due to them stealing nearly $10,000 from us.