Canyon State Air Conditioning, Heating, & Plumbing

Canyon State was one of the bids we put out for a new Heating/Air Conditioning system for our home. The adviser was timely, well informed, professional and courteous. All our questions were answered and he gave us sufficient time to consider our options. When we decided to proceed, they were efficient and accommodating with scheduling. The installers were not only knowledgeable, but professional and courteous. They did a good job and we were pleased with the whole process.

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,

Good service

appreciated the attention paid to detail.

Canyon State always provides great service.

Canyon State is A # 1 for Air Conditioner satisfaction. They really know what they are talking about, unlike others whom I have dealt with in the past. I trust them 100%. Keep doing what you are doing ....

I have been dealing with canyon state for 5 years now. They are the most reliable company I've ever dealt with ,always on time, fair priced, friendl, clean , A company you can truly count on !

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 always provides great service.

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.

Good service

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 [redacted] Conditioning replaced two fan motors on my A/C units. 21 months later, one motor burned up. They only have a 12 month warranty on their products, and would not offer a discount or prorate an the motor that went out in less than 2 years. They use substandard parts that they can get at the lowest cost. I called the company that did the initial install on the house and they offer a 2 year warranty. [redacted] is the company that referred me to Canyon State [redacted]. Do not use these companies.

Review: On 6-25-14, Canyon State sent a service technician to my home to address my broken air conditioning unit. They agreed to waive the $70 call fee if my total bill exceeded $275. When the service tech advised the condenser fan motor needed replacing, I asked how much a motor cost. When he told me a new motor cost $629.00, I questioned the high price (of the motor). He told me they were very expensive, that it was indeed the fair market price for a motor, and added that he was giving me a 10% discount on it. He also recommended I replace the contactor which cost $200, as it was likely to start arcing at any time. I suggested I was in no position to shop around and agreed to replace both items based upon what he'd told me. I calculated the cost would be around $950 with $830 worth of parts, a reasonable hourly fee and $70 waived. The work was completed and I signed a tablet for a total of $943.98. It wasn't until the tech left and I checked my email for the receipt that I realized the $70 had not been waived and the work was not detailed according to parts and labor. Checking the actual cost of the parts, I learned the fan is worth from $75-125, and the contactors are worth from $15-20. Accounting for taxes, that makes the 2 hours labor worth about $375 an hour. Canyon State originally said they'd refund the $70, as that was a billing mistake on their part, but they've refused additional financial relief from the outrageous labor rates stating they have "overhead" to consider. They don't deny my research regarding the actual "fair" price of the parts, nor do they deny their technician should have been more specific regarding the price of the parts and labor, as I was clearly trying to make an informed decision prior to authorizing the work. While they couldn't articulate on the phone exactly how they determined the price of my service (parts and labor), they suggested I was also paying for their technician's travel time from his prior location and additional paperwork time at their facility. Seriously? The manager I spoke to told me he's made the owner aware of my complaint, but doesn't have the authority to help me and can't make the owner return my call. As of today, the owner has not called me to discuss the matter and the manager has not even returned the $70 he admitted I was entitled to.Desired Settlement: I would like a refund of $370 to include: the $300 I believe I was overcharged, as well as the $70 the company agreed to waive. This request is based upon the actual cost of the parts they installed, a minimum 25% mark-up on those parts, a generous labor rate of $200 per hour, and applicable taxes. While I'd love an appology for their deceptive business practices and their failure to refund the $70 they claimed was an oversight, I'd settle for what I think is a very fair service fee and nothing more to do with the company in the future.

Business

Response:

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

Consumer

Response:

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,

Very professional and supportive service and workmanship.

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.

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!

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!

Outstanding company because of its office people and service technicians.

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.