Canyon State Air Conditioning, Heating, & Plumbing

I have reviewed the response made by the business in reference to complaint [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Canyon State's response can hardly be considered serious at this point, as it would require a great deal more time, trouble and inconvenience for both of us. Temperatures are in the triple-digits, the original parts (one working) are gone, and the resolution would require that Canyon State employees be allowed to dismantle my AC unit and walk away.

While I appreciate Canyon State's willingness to honor the agreed upon service call waiver, I think it speaks volumes that it's taken over a month, along with the actions of the Revdex.com, to make  that happen. An oversight? I doubt it. Otherwise, their service technicians would be in the habit of assessing that very discount dozens of times per week and my card would have been credited the day that I called the business.

While I understand the use of flat rate billing for routine jobs, I'd expect that upon specific, consumer-driven inquiry, a service technician might explain that the motor is included in a flat-rate price. Instead, upon my original inquiry, the AC technician spoke of 10% discounts. Perhaps if the office manager hadn't talked in circles about hourly rates for travel time and report writing, mark-ups and overhead, or if a decision-maker would have bothered to returned my call, some confusion may have been avoided. As it stands--even after all of this--I'm no closer to understanding exactly what I paid for, and why, than the day the technician told me a motor cost $629.00...and neither is the Revdex.com.

Canyon State dismisses my math regarding the cost of the parts but offers nothing to refute it. Nor will they shed light on what they charge as an hourly rate. And while it's hard to imagine the wholesale cost of parts or labor is a corporate secret, the lack of transparency--even in dealing with a complaint--highlights just how difficult it can be for consumers to get the information they seek to make make timely and informed decisions. If this is Canyon State's idea of honesty, integrity and customer service, it's clear to me that they're using their "industry standard" flat rates to keep consumers uninformed and in the dark regarding the fair costs of doing business.

Regards,

We have had Canyon State take care of our heating and A/C needs for about ten years, and we couldn't be more pleased. Everyone associated with them is very courteous and efficient. As a senior couple we have to be careful whom we allow in our home; there is never a problem with that with these folks. We highly recommend them!

Exceptional service. Saul came out to do a maintenance on our heating system and he took the time to go over all equipment. He told me info about my equipment that I did not know before. He offered me options on how to save on my electric bill and he showed me the Comfort Plan which honestly makes keeping up with my maintenances much easier. I was very pleased with my services.

My grandmas or AC went out and Canyon State had a technician come out the same day. He repaired a capacitor that he thankfully carried with him on his truck. Our technician Gabe was very friendly and took care of the situation quickly. He had her cooling again in no time. If anything happens again we will definitely be calling Canyon State.

Canyon State installed a new air conditioner, furnace and a hot water heater for us. We were very impressed from the beginning of the project to the end. Our advisor Martin S. was very polite and knowledgeable about their product. He even took the time to contact us while he was away for the Labor Day weekend. The installers worked hard to get everything done in a timely manner and made sure all the work areas were clean and neat when they left. Thank You Canyon State.

Outstanding company because of its office people and service technicians.

I have used Canyon State for a heating/AC review when I moved to Sun City six years ago with very good results. More recently I have had Canyon State repair a leaking toilet - one of the wall-mounted residential/commercial Sun City models, very difficult to work on. The technician Joe did an excellent job with that as well. Then last week Joe from Canyon State replaced my leaking water heater with a new one. The installation included his strengthening of the wooden support stand under the heater and adding an inside breaker box as is now required by building code. He finished the job in under 4 hours and left the area clean.

I would like to share my great experience with Canyon State Air Conditioning, Heating, & Plumbing.

My aunt 89 years old, who lives alone in Sun City in her hoarding house. Her AC is off in July and refuses to have someone to come in her house to get thing fixed, including the telephone company. We called Canyon State Air Conditioning, Heating, & Plumbing from California for their free estimate and just hope for the best that she will allow them to come in for inspection and diagnostic.

The Technician arrives on time, called me with the results and gave us a free no charge service. Not only he does not charge for the service, the best thing was he was able to explain to her that he came to help, and does not care how her house looks like. He gained her trust and ours as well.

We will contact the office to pay for this wonderful service. We are so appreciative and glad to know that we can depend on Canyon State Air Conditioning, Heating, & Plumbing for the great community services to elderly in Sun City. BTW, this is the only HVAC company that provides us free estimates

We found your company through [redacted]’ Home Energy Audit $99 special and we are glad we did. Your audit tech, [redacted] was nothing short of perfect in professionalism, knowledge, service and just being a great guy. My husband, [redacted], is a retired electrical engineer, residential & commercial contractor and a [redacted] of all trades and he loves to test the knowledge of people in the service industries he understands. Many people don’t make the grade, but [redacted] was able to describe, in technical detail, what the audit process was, why it was being done, what the equipment did and what the data meant. He answered all of our questions and easily chatted in tech talk with [redacted].

When the audit results were ready, [redacted] explained what he had found, what he suggested needed to be done and what additional things we may want to do in the future to make our home as efficient as possible. He did not push services or hard sell us, he simply offered information and willingness to be of service in any capacity Canyon State AC could provide.

We scheduled Canyon State to come out to fix the ducting in the attic. [redacted] & [redacted] arrived on time, with all the parts, materials and tools necessary to complete the job and did so in the estimated time. They left the work site clean and removed all the old ducting. Using your partner company to blow in insulation was as painless as working directly with Canyon State. [redacted] sent out an inspector to make sure all the work was completed properly. We got their thumbs up.

A few months later (June 2015) we turned on our HVAC for the first time since Canyon State did an all points check up on our unit. We found that it was turning on and running but it was blowing out outside ambient temperature air. We called Canyon State and explained our issue. Because they had our warranty info on file, they notice our warranty was due to expire in the following four days. Canyon sent out [redacted] that day and he found a blown control board. He ordered it and it arrived in 2 days that same day [redacted] was out to replace the board. While he was replacing it he found the start components also had blown, suggesting we had had a power surge between when they serviced it the first time and when we turned it on the in June. [redacted] offered to install a surge protector, we said do it. Oh, and they didn’t charge us for these last two service calls, just for the surge protector. What could have cost us nearly $1,000 ended up costing us $120. THANK YOU Canyon State!

Contacted Canyon State regarding issues with my garbage disposal and filter systems underneath kitchen sinks. A service tech arrived on 9/5/14. The issue with the garbage disposal was corrected (blown fuse). The tech did a complete plumbing inspection of the house. The repairs to water filter system, toilet flappers,and a few odds and ends was approximately $550.00. Explained benefits of a totally new water filtration system (approximately $2600.00). Told them I would like to discuss with husband. Shortly thereafter I called to make an appointment to do the $550.00 repairs for the time being. Was told they would call back to make an appointment. Have not heard from since (I believe it has to do with not purchasing their new water filtration system). Been two weeks.

Canyon State Air Conditioning, heating, and Plumbing sent me a post card to remind me that it was time to schedule the maintainence and wellness examination of my package heat pump located on the roof top. The card contained the contact information that I needed to schedule the appointment and I was speaking to a company representative without any delay. I was given a time window for the technician's arrival the following morning. The technician arrived on time and He was professionally pleasant and he appeared very clean. He spoke clearly and he was easy to understand. He performed a complete system analysis and then he explained the condition of the various components as acceptable with no signs of any future problems or failures. He was happy to answer all of my questions and he patiently explained the answers to me and made certain that I understood them. He presented the variety of maintenance and warranty plans available to me and explained the benefits as well as the payment plan options offered for me to choose from. I factored the monthly total expense down to the actual cost per day and realized how affordable the warranty and proper maintainence plans are. It was clear to me that it was a small investment, securing my future comfort and peace of mind. When compared to the cost of an unexpected repair or replacement situation, the investment is minimal. An ounce of prevention is worth a pound of cure as well as the significant energy consumption reduction, saving enough to more than cover the cost of keeping your equipment operating at peak efficiency. Simply put, it just makes sense and is a wise investment, based on the several reasons that I mentioned and the laundry list of those I did not.

I can not say enough good things about Canyon State.

We had them do a move inspection in February as the home is 14 years old and this past week (on an extremely hot, humid day) the house went up to 85 despite being set on 78 ?? My 88 year old cousin lives in the home and cannot tolerate the extreme heat.

Canyon State had a technician at the house in an hour and a half!!. Outstanding customer service...more so as we are "newbies" not long time customers.

I have nothing but good things to say about Canyon State.
First off no one wants to spend thousands on a new system, specially when your current system is only 6 years old. Being "froogle" as I am and wanting the most for my money, I started off getting quotes from multiple companies only to feel high pressured with every visit and blown away by the price and what they were offering. Finally Mike G. from canyon state came by, looked everything over and provided a quote for a [redacted] system. From research I was first surprised to see not only was this not the cheapest trane system in the line up, but the entire install price was cheaper than any other quotes by at least 500 dollars. Needless to say I couldnt say no and went with Canyon State.
Install day went with zero hiccups, both the install technicians were really friendly and polite and showed up most respect for my home when walking around or dragging equipment in/out of the home. After the install one of the techs walked me through the install showing me everything they did while answering all my questions. Days later I received a phone making sure everything was okay while scheduling a follow up visit for them to double check the work to confirm its running as designed.
The install came with multiple checkup/tune ups and every visit went without a hitch, nice technician that actually performed what they said they would.... again very impressed.
Now recently I discovered a small leak in my system outside and in fear of being at or past my 2 year labor warranty I made the dreaded call inquiring about my warranty and if I still had one. Luckly I had two months to spare so after explaining my concerns about a small leak I discovered (unit still blew cool, just seemed to run longer), they dispatched someone the next morning. I even confirmed there would be no service fee for coming out and she assured me I would pay nothing. (with exception if some parts were not covered)
Long story short, the technician(again, very professional) was at my door at 8am sharp after being told to expect someone between 8-10am. Looked at my system and confirmed there was a small leak. He brought me out there and showed me the tiny spot where a weld from the factory was allowing freon to slowly leak out and assured me it was nothing from the work they performed during install but a issue from the factory during assembly. Worked was performed in a timely manner, explained to me what he did, emailed me a receipt explaining what was done (at no charge) then was on his way.
I never really leave such long reviews but im honestly just impressed with this company and cannot recommend these guys enough, top notch all way across the board

Needed to replace my compressor on my air conditioner, was not happy about it considering that my unit was less than two years old. But there technician Pablo went out of his way multiple times to assure me that this would be completed very quickly. I hope Canyon State Air Conditioning appreciates that they have a very concerning employee who cares about his customers

Very professional and supportive service and workmanship.

I can't say enough positives about Canyon State. From the first contact through installation and a needed service request everyone has been exceptional. Today, with a temperature expected to be 115 + our thermostat failed. I called at 7AM and had a tech arrive at 8:30AM to fix the problem. Trent Schuler was the tech and was super. He made sure that not only the failed thermostat was replaced but also ensured that our second unit was also updated. You couldn't ask for more.

Dear [redacted],

I received a complaint from [redacted] and would like to respond.  It was indeed our oversight to not reimburse him his $70 diagnostic fee, I assure you is not our business practice.  All of our repairs are based on "flat rate" pricing that...

is standard in the industry.  Flat rate includes parts, labor, travel time and (1) year warranty.  The parts he "researched" are not the actual part we used as the ones we use are considerable more costly and higher quality. [redacted] agreed to our price and obviously doesn't understand what the operating expenses are for a professional, licensed, experienced business such as ours.

I am sending the $70 check today and if he is still not happy I can have our technician come back to remove the motor and contactor we installed, and he can try to purchase them from another company for what he thinks they are "worth".

We have a highly reputable company, which has been in business for 25 years with no complaints, this is due to our high standard of business ethics, honesty and customer satisfaction policy's. However, we do have a business to run, if we set our pricing on Mr. Ecker's suggestion, we (and any other business in our industry)  would be out of business.  We set our prices on a fair market price, Mr. Ecker called us for our services, knowing and agreeing to our price we did not force him to agree to the repairs, nor did we take advantage of the situation as he is insinuating.

Again, if he is still unhappy I would be more than willing to send a technician out, remove the two parts we installed and give him a complete refund.

Please acknowledge receipt of this response.

Thank you,

Canyon State Air Conditioning, Heating and Plumbing

We had Canyon State come out to our house in Surprise when the upstairs air stopped working. We knew we had an old unit. [redacted] came out and gave us our options for temporarily fixing it or replacement. What we went with was a great energy efficient unit and a programable thermostat that we can control while we are on vacation. We have now had it a few months, and are really glad we went with Canyon State over their competition. Good honest people, who offer great equipment. BTW, I chose a [redacted] unit because it came with a 12 year warranty!

Canyon State was on time, efficient and offered me clear definitions of what I was getting and prices. They also made sure we had the shortest amount of time without our home the A/C working. Every thing they did professional and everything was left neat clean when they were done.

Over the last two years I have used Canyon State for a myriad of plumbing needs including new toilets, water heater flush, A/C and furnace tune up and more. In every case their technicians have been extremely courteous, friendly and have explained everything they are doing. I especially want to recognize Bobby, Jessie, Jarod and Saul for their exceptional work and professional demeanor.