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Grace Air & Heat

2263 Handley Ederville Rd, N Richland Hills, Texas, United States, 76118-7107

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Grace Air & Heat Reviews (%countItem)

The tech that comes not only is he vulgar and unprofessional but is also none other than the owner of this company. He not only screamed profanities at my husband, he also attempted to assault him. He ended up ripping up all the wires in our attic and outdoors going to our a/c units. All we wanted was for him was to explain to us what he had done. We told him we would not sign the receipt until he properly fixed our unit. He began to scream and threaten us that if we did not sign he would rip the wires which he did. He ended up ripping the wires on both units when temperatures are in the high 90s. He had originally been called for the upstairs unit but now neither worked. After this encounter we called his office to report the incident and request a manager to come, but of course nothing was done because this was his wife. They quit taking our calls after that. We went to their so call place of business, but it is their house. We had to stay at a hotel for two and a half days until our warranty company was able to send out another tech that completed the work.

Grace Air & Heat Response • Sep 25, 2019

We went to the customers home to fix the ac. After we found the issue we advised the home owner that we would need to go back to our shop to get a bigger ladder to be able to access the home to complete the job. Customer was advised at that time they had to go get that ladder and the cost was $200.00. Customer called into the office and paid the fee over the phone. At that time we was also explained that his home warranty didn't cover the charge for us to access his home, and was advised again that the thermostat wires were being ran to from the attic to the system outside. He agreed an again gave his credit card information to the office for the amount of $200.00. Techs returned back to home completed the job and explained to both wife and husband what they did 3 time and even took them outside to show them where and what we had done. Customer refuse to sign the receipt 3 times. At that point the techs cleaned up and left. The home owner kept refusing to sign saying he was never advise of what we did. They both were told multiple time by our tech, office staff, and their home warranty company. Home warranty company and Grace Air agree that in the best interest of all parties Grace will no longer go to that property. Customer did pay the $200.00 for the service that was provided and completed.

Customer Response • Sep 28, 2019

Complaint: ***

I am rejecting this response because: what was said by the company was not true. They failed to point out the way the tech yelled and cursed at our family. He was screaming going up and down our stairs threatening us that he would cut the wire when all we wanted was an explanation to what he did. All he had done was make the hole in the air vent bigger to run a wire through it and left it handing from the roof to the ac unit with no taping or securement to the wall. It was literally a wire going from the vent in the roof outside to the ac unit dangling. We wanted further explanation and he refused and since we did not want to sign until he fullly explained to us he threatened my husband ran up the stairs and cut the wires leaving us without ac in the entire house when prior to him coming the ac u it in the bottom floor was working fine. I have attached images of the damage he did both in our attic and outside. He yanked the wiring and sped off in his vehicle.

Regards,

M

Grace Air & Heat Response • Oct 14, 2019

The money paid is non refundable. Acces was done and service fee was part of agreement Cust has with there home warranty. The accusations of the other part is simply not accurate and will not be responded to.

They came out to look at why my A/C would blow cold then start blowing warmer air and never hit the target temperature. I k ow I have an older unit, and they told me it was because of age and rust is why it was doing this. Now I don't know much about residential systems, my expertise is with automotive systems, but knowing what I do know this issue has something to do with the outside unit, compressor or capacitor or freon issue. They ended up damaging the panel on the a coil and bent the doors on my air handler. I call the office and the lady said she would get with the manager and some one would be getting back to me. This was on May 20th and I have called numerous times and left many messages with out a call back. When I did talk to the lady a week ago and explained that I still have not heard back she said I thought that it had been handled. She said the same thing, that she would get the manager and they would be calling me. Still nothing!!!!!! Now I called another company out there to fix what they messed up, and then to fix the actual problem. Total cost out of pocket was $200.00. If they would have done their job they would have seen that the capacitor was at fault, it was leaking oil and was discharging. They were more interested in selling me a $3500.00 system rather than fix the problem. The manager refuses to call me, or the lady never passed my problem on to the manager. Never do business with them unless you just want to purchase a new system.

Grace Air & Heat Response • Jun 24, 2019

Grace air did not damage the system at the home. Grace air is not responsible for this false allegation by homeowner.

Customer Response • Jun 26, 2019

Complaint: ***

I am rejecting this response because:
I have photo proof of the damage that they did. I have submitted the proof to the company as they asked with out any response. I would be glad to submit the evidence again to the company.

Regards

Grace Air & Heat Response • Jul 24, 2019

We apologize that you feel your equipment was damaged by one of our techs. After research and looking into the concern. The system has no damage done. Our company successfully deals with hundred of customers every year. We are not out to get money out of anyone. We just following your policy you have and gave them our findings. We found at our visit to home. That the system has been improperly maintained. Nothing that our tech did with your system was left damaged.

The technician Damon is very rude. I just bought a house and have no groceries at the moment to cook dinner, my toddler was hungry and I called Damon to see how far he was since I was waiting for 3hrs already with no status. He did not answer so I left a voicemail, he called me back saying I was a no show and when I tried to explain to his the situation he hung up on me, I called him back and he ignored my call. I do not recommend this company at all. They refused to reschedule the appointment when I sent in the complaint.

Grace Air & Heat Response • Apr 12, 2019

Grace Air & Heat followed the policy that is in place per her home warranty company. We arrived at the home in the allotted time that was scheduled. The customer was aware in can be any time in the 4 hour window. Once we did arrive no one was at the home. The tech called in and was advised to move to the next call. The customer was offered to reschedule for us to come out and service her home.

I have Grace come out twice a year to keep my ac and heater in good condition. We just had to call them out cause it wasn’t cooling like it was. They came out the same day and had my house cooling in no time. We were so glad with 2 small children and I don’t sleep well when it’s hot. They are our go to ac company!

Grace Air & Heat Response • Oct 21, 2018

Thank you

I called Grace Air and Heat out because my AC was running 24/7 and was only cooling to 85 degrees. My electric bill was outrageous. D came out and was very professional. I don't remember exactly what he did, but I do know that after he left my A/C was cooling the way it should have been all along. My electric bill was the lowest it has ever been. I highly recommend this company.

Grace Air & Heat Response • Oct 21, 2018

Thank you glad to help

Great work fixing my heat pump system

Grace Air & Heat Response • Oct 21, 2018

Thank you sir

D*** did a outstanding job and remained professional and polite through the whole process. I disagree with the comments I could never imagine him lying or be disrespectful towards me or my husband. If I ever have problems again in the future Grace Air will be my first contact.

Grace Air & Heat Response • Oct 21, 2018

Thank you for the review

Grace heat and air was awesome! Quick and great service.

Grace Air & Heat Response • Oct 21, 2018

Thank you for the review

Grace Heat and Air was dispatched to my rental property multiple times by American Home Shield Home Warranty Company for air conditioning malfunction. They failed to repair the issue on numerous occasions. My tenant, a local Fire Chief, was in a home without air conditioning for their lack of service for weeks. When they finally came out for another service call, my tenant answered the door (having just had knee surgery) to the owner, Damon. When Damon from Grace Heating and Air inspected the air conditioner, he told my tenant (who is the father of a special needs child) that "a fcking r*tard could take better care of this air conditioner". When asked not to use that language, the man proceeded to keep calling my tenant that name and said that "only a r*tard would not know what to do to make the AC work". Eventually my tenant asked Damon to leave, when he said "then get the fk out of my way, you r*tard" and pushed my tenant down.

When I called to complain to the company, I was falsely assured that wasn't acceptable behavior and that Damon would be fired. I did not know that he was an owner of the company and that I was speaking to his wife.

This is unacceptable behavior. I am out of pocket over $800 in service calls for them to never have fixed anything and to verbally and physically abuse a local hero.

Grace Air & Heat Response • Aug 24, 2018

Grace air got a service call from AHS on a no cool. We arrived at home and found that the compressor had failed. The condenser coil was so dirty that the dirt was coming out of the fins and could not seen any part of the coil. We advised to customer that the unit needs routine cleaning and was told that he knows but didn’t due to it would just get dirty again. We gave the home owner an option to replace compressor on a 20 plus year old condenser or upgrade for something better for his renter. He chose the compressor even after our advice to him. We came back after the compressor came in to replace the part. During the install renter was very happy that we were there to get him cooling offered water multiple times. We finished and checked temperatures that were good and cooling hom. After we left and closed the claim for billing to our surprise the home owner put a review on our dispatch app lstating we upset his renter. This is totally false and not sure why he felt compelled to lie on my dispatch app. Got a recall few weeks later on compressor not working. We got to home to discover renter left door off indoor unit after he replaced filter. This was the cause of his issue. We put door on and checked operation and found cooling properly. Renter caused the no cooling issue. We explained to him what caused the issues at that time and he being on medication got visibly upset. We went outside to get our equipment when renter confronted my helper in a violent manner. I heard him yelling at the Helper so I returned to home to see what had happened. He then started yelling and cursing at me so left home to get my stuff and leave. He continued outside trying to start a more heated altercation we proceeded to fence to exit home. Gate was locked so we could not sit home and asked renter if he would unlock gate.he continued to curse us as unlocked the gate and start in the opening yelling at both of us not letting us exit. Had to push through opening to get to our truck and leave home. The home owner chose the repair he wanted for his rental property and was done so no refund will be issued. Grace air will never return to home and deal with this renter and his family again.

On June 1st first an A/C repair technician arrived at my home to fix a leaky drip pan. The technician was extremely unprofessional during his time at my home complaining loudly about not wanting to get wet. After a completely cutting the secondary drain line and leaving it hanging (because it "wasn't doing anything") and a few short bursts of compressed air into the main drain line he claimed it was a plumber's job (even though two other plumbers have since said this was incorrect) he charged my wife $150 dollars to only repair the cut he made in the main drain line. This should have been something he did to ensure the system was back in the condition he left it in when failing to complete the job, but instead he left with the secondary line cut and dangling and the entire A/C system mysteriously no longer working at all (he was only supposed to fix the dripping). After calling the company several times to get the situation rectified (most calls completely unanswered) we had a lot of difficulty getting any sort of assistance from the lady whos fallback remark was constantly "i just answer the phones". All requests for a refund were completely side stepped (not addressed at all) and we were told we would receive another call from the technician for him to return. After waiting most of the day and not hearing anything we made several more unanswered calls until we were finally told our information would be sent over to the owner of the company (that never happened I guess) hours later the technician told me he could only make it back to my home very late in the evening or the next day entirely. We literally never heard from the company at all since then.
I have since repaired all of the issues with my A/C myself and we were left with far more than when we initially requested service after this company left their damage.

Grace Air & Heat Response • Sep 17, 2018

Grace Air was dispatched to customers home with clogged drain issue. After evaluating the situation gave customer price of 150 to clear drain. That is our company’s price. Customer was aware that might still need a plumber and was asked if they still wanted job done. Customer approved the repairs so we cleared the drain and put back together. No part of the system was left not connected and looked exactly like it did before repair. The system was functioning after we left. Customer paid with a credit card and gave there PIN number at time of service. Grace Air was notified after the repair that the customer did not approve the repair but did put in PIN number at time of repair. Proper documentation has been sent to credit card company showing proof of repair approval. Customer approved the repair,gave PIN number on credit card machine,but still felt the need to call in saying Grace air didn’t get approval. This is not right and Grace air will not give refund after customer giving false information

Customer Response • Sep 18, 2018

Complaint: ***
I am rejecting this response because:

The response from grace is wrong on almost all points.

1) "That is our company’s price." - The woman who answered the phone during our initial concerns (when asked if we had been scammed of if this was the actual price) stated "I don't know" and "the warranty company set the price" which was an obvious lie when compared to this statement either way. We didn't even pay this service through our home warranty.2) "we cleared the drain" - The drain was never cleared and the technician only made a handful of attempts to clear it with compressed air before complaining about the job and explaining it was a plumbers problem, not his (disputed by 2 other plumbers)3) "put back together. No part of the system was left not connected and looked exactly like it did before repair" - I have added an image of the secondary drain PVC left cut and dangling. This caused even more water to escape into my wall and ceiling.4) "The system was functioning after we left." - The fan was blowing but cold air was not being produced for several hours after technician left. He left in such a hurry that he would hardly have known. No testing was done to ensure this.5) "customer did not approve the repair but did put in PIN number at time of repair." - My wife paid for the 'services' as told in my original message, yes, but once again the technician left so quickly we could only assume the A/C would begin to cool the rooms several minutes later- after him leaving. Under the condition our home was left in, simply stating "well, they paid willingly" does not absolve the company of damages and wrong doing. Agreement to pay for services does not prove that those services were rendered properly, especially in cases where the results cannot be witnessed immediately.6) "Grace air will not give refund after customer giving false information" - I have not provided anything other than facts to counter the lies and half-truths provided by this poor excuse for a company.

This company is probably well aware that they cannot provide adequate services, but choose to play fast and loose with customers in high volume months of the year because they likely manage to come out on top due to their extremely high margin prices and deals exacted with warranty companies that essentially guarantee them work; Even despite customer complaints listed publicly.

Regards

Grace Air & Heat Response • Sep 18, 2018

1-warranty company does not cover so the price is ours to give.

2-drain line was cleared in association to the air conditioner

3-not sure when picture was taken. Don’t believe to be accurate.

4-system was working when technician left

5-work quoted was completed

6-Grace air does not refund when customer is giving false information to get the refund.

Customer Response • Sep 19, 2018

Complaint: ***
I am rejecting this response because:

1) This confirms that your employee lied to me as per my previous message. Thank you for your cooperation in verifying this.

2) The line was never cleared by grace heat & air. The tech left our home claiming it was a plumber's job (once again, confirmed incorrect by 2 plumbers)

3) The picture was taken on the same day technician left our home. There is a Yelp review and a Google review during the same time period explaining these same things from me

See review on 6/2

***

Another review from "3 months ago" according to Google ***

4) The system was "turned back on" by the technician but was blowing hot air for the next several days until repaired properly by myself. Certainly not "working when technician left". This same technician claimed he would come back to take a look "later tonight or tomorrow" but we literally never heard from him or anyone at the company again.

5) "Work quoted" as the company has revealed in their previous message was to clear a line. It was not cleared. Additionally, accepting service in good faith that it was done correctly because it could not be immediately verified before technician hastily exits does not absolve the company from the fact that it was done incorrectly and left in worse condition.

6) The company insists that I am lying but has continued to demonstrate that they do not have a full understanding of the case, or are indeed lying themselves. If the service had been performed correctly I would have gladly paid; it was not correct and I wouldn't have time to waste with this if that were not the case.

This company -should- be stripped of any right to enter the property of anyone needing A/C service, but I am settling to receive a refund and let their crumbling reputation take care of the rest.

Regards

Professional and informative, highly recommend.

I'm the owner of small property management company and for the last 3 years Grace Air has been my go to for all my ac and heating needs. Damon and his crew are always on time and do a great job.

Damon was thorough and answered my questions clearly.

Called AHS for A/C Service as 1 unit was not cooling. AHS sent Grace Heat and Air May 18th. Tech serviced the wrong unit with R410a
and we paid $240. 3 days later same unit was not cooling. Called AHS and they sent Grace Air & Heat back. Tech said TXV Valve Bulb
improperly installed and he disabled the unit. AHS Refused claim. Called Grace to perform repairs. New TXV Valve and Bulb installed
and paid $450 on May 24'th. Unit still would not cool. AHS called again and Grace came back out. This trip same Tech said we had an
improper installation of the evaporator coil installed backwards causing low air flow. He refused to work on the unit. AHS refused second
claim. June 13th contacted our own HVAC Cool Tech Mechanical. Technician noted the following. "Found main system to have a
restricted Filter Drier that was not replaced upon change out of TXV. Also found TXV Bulb not properly attached with metal band.
Someone used plastic tie wrap and bulb was loose. Found Air Filter on both systems to be extremely restricted and removed. Water
washed both condenser coils. Attched TXV properly. Reclaimed all refrigerant, Replaced Filter Drier. Performed Standing Pressure Test
and found no leaks. Pulled vacuum tp 400 microns and charged system with 7lbs of R410a. I reclaimed 15lbs of R410a from system.
System is now operating at a 15 degree subcooling as is Bedroom system. Both systems are running proper amp draws. Both systems
are working properly at this time. Evaporator Coil was installed properly. Arrows on front of coil states airflow can go either way." This
was the summation of the Cool Tech Technician. The Cool Tech technician also said the previous Grace Air Tech had left the TXV box
sitting on top of the unit in the attic and the metal band to secure the bulb was still in the box wrapped in plastic. I went to the attic and
secured the box which I have in my possession. Called Grace Air and Heat and he says Cool Tech doesn't know what they're talking
about and Grace was right. Told Grace I was contacting TDLR and he hung up. Grace Air and Heat never checked the filters, did not
replace the Filter Drier, installed the TXV Bulb improperly (and left the proper securing band in the box still wrapped in plastic), did not
recognize the Evaporator coil could flow either way, disabled my unit on his second trip until the TXV was repaired and charged us a total
of $790. Never did fix the unit and refused to work on the unit because of what he called improper installations of the TXV and then the
Evaporator Coil. Grace Air and Heat needs to be investigated as to how they conduct business. They missed the most basic problems of
dirty air filters (Grace never checked them)and clogged filter driers. They are taking folks money and not doing the job properly.

Grace Air & Heat Response

Grace Air returned back to home to re evaluate the customers issue. The AC was cooling at a temp of 71 degrees. The txv that was was replaced was working and cooling home as it should be. We are open to giving the customer a refund of 450.00 as we told the Customer to make amends to them. But the freon is a non refundable item.

Customer Response

Revdex.com:

Even though an offer was never tendered by Grace Air & Heat prior to this email,

I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.

Regards

Similar to other negative reviews, this company was sent to our home by AHS to service one of our A/C units. The first technician came out and service the wrong unit (which was working just fine). Charged us the AHS $75 fee plus another $165 for 3Lbs of coolant. Shortly after that, the unit that was having issues stopped cooling again. The owner came out for round 2. He was checking on the smaller unit (the one that was working) and confirmed the previous technician had added coolant to this unit. Never saw him check the larger unit that was not working properly. He went to the attic and came back with the news that there had been an improper installation and he would have to call AHS to see if they covered the unit. AHS refused even though we had only used technicians sent by them over the years. So we paid another $450 to this Grace Heat & Air to have the unit repaired. A few days later the tempurature began to climb again so we called AHS again. Since Grace had done the repair, they were sent back out for another look. This time the technician (the owner) said he could not work on the unit that there was still an improper installation. AHS called and said any claim would be denied due to the improper installation. I requested another HVAC company be sent out for a second opinion. After 4 failed attempts by Grace to repair the unit...first time serviced the wrong unit...second time said there was an improper installation and AHS would not cover...third time paid $450 for what Grace said would be a proper installation....fourth time came back and said improper installation again. After the last visit today, June 2, 2017, the owner walked out saying he couldn't work on the unit as it was improperly installed. AHS called back after visit number 4 and denied any claim again. That's why I want a second opinion. The unit has worked fine with just minor repairs since we bought the home. Not sure what Grace Heat & Air is talking about.

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Address: 2263 Handley Ederville Rd, N Richland Hills, Texas, United States, 76118-7107

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