Chas Roberts was the only company who came to my rescue when our unit started leakingThey were able to come out sooner than I expected and provided options on how we could repair our unit timelyThe technician was polite and worked hard to get our unit up and running againWe will definitely be using Chas Roberta for all of our heating and cooling, or plumbing needs!
We bought a new house through *** *** in August *** used Chas Roberts to install our A/C unit and heating unitsThey came out during the first year twice for routine checks that was in the new home warranty No issuesNext year, July before we even have them come out to do a check up on the service, our A/C goes out The builder and manufacture recommended Chas againWe only have one unitIt's Friday, July 7th and we call right awayThey can't come look at (warranty work) until Monday 7/between the hours of 7pm-MidnightThey were a no call no show My husband called again and took off work to be there on TuesdayThey cam this time and did the reading....it's the compressorThey order a new compressor which comes in on ThursdayThe compressor is under warranty, but the labor and coolant are not so the charge is about $because they need to flush the system and add in new coolant It takes guys (they couldn't properly seal the unit) and over hour
I have used several A/C companies over the years and this is one of the least trustworthy or concerned about their customersMy newly built home was left with a partially installed A/C system by this vendorI moved in Jan and decided to pop on the A/C a couple months later on one of those warm days we get sometimes in MarchThe A/C was not cooling the house after an hour so I went outside to discover a loud grinding noise coming from my new A/C unitI immediately turned off the A/C and called ChasA rep came out and found that the condenser unit valve had not been opened so the system was running without being able to do any circulation to the evaporator unitHe also found that the ducting in the ceiling had not been connected and that the installation tech had marked that there was a large leak in the system but had done nothing to correct the issueThis was strike against the trustworthiness of this companyThe tech repaired the leak he found, finished the installation of the unit and the A/C began to workI am still concerned that running the unit in the half installed state caused damage to the condenser unit but Chas did nothing to investigateA month later the A/C stops working againChas comes out next day and finds that a fitting outside on the condenser line was not tightened enough and all my freon and oil had leaked outChas tightened and filled the unit cooling resumedOnce again I am concerned that letting the unit run for a day without coolant and oil could have damaged the compressor but Chas does not seem concernedStrike against the trustworthiness of this companyThese are machines that require lubricationThe unit may continue to function but Chas Roberts poor installation could cost me years off operation and labor bills to replace a compressor, dryer, and filter later on that may have lasted the warranted lifespan with only routine maintenanceThat brings us to yesterday 6/29/My home is at degrees and the A/C is on set to and it is not cooling downAfter some time I hear what sounds like my irrigation system watering the yard (it shares the same wall as my A/C unit)It's loud enough for me to go outside to see what's going onThe A/C is making a loud grinding noise like something is stuck in the compressor or there is some restrictionI call Chas to tell them about it and schedule service so my unit does not suffer more damage than it already hasChas schedules me for Friday (days later)If there is an issue with the machine that could cause damage waiting days to let it continue is not a good idea but at this point I am not 100% sure the unit is not working so I agree to have them come out between 1PM and 4PM FridayI have never waited on an A/C company during a warranty period for daysTwo hours later and the home is still not cooling beyond degrees so I call back Chas and let them know the unit is not cooling (this is at 6PM)Chas tells me that they cannot get to me until tomorrow sometimeThey have no ETA, appointmentThe phone representative is dismissiveI set my thermostats to degrees so the unit limps along overnightAt some point whatever was making the noise in the unit goes away and overnight the unit cools to Not knowing if I still have an issue or if the unit self corrected I cancel the emergency call (people with zero cooling are way worse off than I am at partial cooling)I am going to monitor the system to see if I need to schedule a checkI have reached out to my builder and suggested they consider a different sub since Chas's work has been so shottyI am also contacting my other A/C company to see if they can take over service so I no longer have to deal with ChasThere is no way to go back in time and undo damage done by running a partially installed A/C systemThese "ghost" type issues are the worst kind of problem because they are almost impossible to diagnoseThe only way I would trust this A/C unit at this point would be to replace the condenser unit, ensure the internal coils are clear of any debris, and reset the system to factory specsIf there are compressor shavings floating through the unit it will not operate efficiently and if there are enough to clog up the filter the unit will perform even more poorlyThe unit may still function but will not come close to the SEER value it is rated forThanks for nothing Chas
"The Brick" came by this morning and fixed a heating issue in our spare bathHe showed up right on time and fixed the issue quicklyHe also gave me some great tips on helping to balance out the heating and cooling of our houseThanks!
Extremely expensiveService tech said it was the builders fault for putting in the cheapest air conditioning unitI felt the company was very unprofessional
On 3/31/I scheduled the second of two visits under my ChasRoberts CAP service plan The appointment was scheduled for 4/30/between 12:00-4: Roberts was unable to arrive during this timeframe I rescheduled the appointment for 5/2/between 9:00-12: Once again Roberts was unable to arrive during their scheduled timeframe I told them that this was totally unacceptable.....that I had sat around waiting for them for over hours over the past two days, that I would no longer do business with them and that I wanted a refund for the portion of the prepaid CAP fee that was not completed due to THEIR incompetence The gal I spoke to said that she would turn this over to her "manager" He called me a few hours later attempting to reschedule the appointment once more - I declined and demanded a refund He stated that I was not entitled to a refund....I loudly disagreed, told him that I would be lodging complaints with various people, that they were a bunch of crooks, and
Chas Roberts did it again! The technician, Christopher, that they dispatched in response to my call to identify and resolve my HVAC problem, quickly identified the issue and explained options for resolutionChristopher completed the repair and left me with the impression that Chas Roberts is committed to outstanding customer assistanceI highly recommend Chas Roberts!
One of my worst service experiencesA dishonest plumber showed up to fix a small leak in my main lineThe landscaper had already dug up the area and exposed the leakThe plumber claimed he would have to cut concrete and quoted $for the jobIt turned out he just had to dig mud inches deeper and replace an elbow jointLess than a hour jobCriminal! He did a lousy job too bending copper tubing a lot to replace the elbowThe sad thing for me is that I only agreed to the quote as my previous experience with the AC side of Chas Roberts was not a negative one
I have Chas R*** check my AC unit twice a year and it's been keeping us cool for years now The unit has been well cared for and they've done a good job with replacing parts that have worn out and they've always treated us with respect and integrity My unit is showing signs of age and when it's time to replace it, I will look to Chas Roberts first Their Tech Hector is great!
IIChas Roberts Air Conditioning History-Dispute (Abbreviated):
• 12/10/(Sat.) = Installation date for new *** *** *** *** *** *** unitNote Chas Roberts registered the new equipment providing for a year warranty on the compressor, coils and parts; there would be a year labor (CAP) warranty• 05/04/(Th) = (Service call #1) Homeowner called at approximately 7pm for serviceOutdoor unit was constantly running but no air was blowing inside; was told there was no 24/service available but they would try to fit us in the next day between 8am-10pm• 05/05/(Fr) = (Service visit #1) Chas Roberts Technician Raymond C*** arrived at approx4pmThe house was up to degrees and after checking the unit told homeowner he could not find the reason for the indoor fan shutdown and could not duplicate the reason for the shutdown, but it was now working*** *** was warranty diagnostic and no charge• 05/23/(Tu) = (Service call #2) Homeowner arrived home to find the house in the upper 80’s with the outdoor unit constantly running and called 4pm for serviceShe was told they would try to fit us in the next day and would get a call minutes before arrival• 05/24/(Wed.) = (Service visit #2a) Homeowner called service at 3pm to check on the status and was told we were next on the listAt 6pm the homeowner again called and was told the same; by 6:20pm the house was up to degreesThe Technician called at 6:pm to let us know he should be there by 7pmChas Roberts Technician Raymond C*** arrived at approx7pm and was asked by homeowner if he was the same person who came to service the unit earlier this month and his response was, “if they said I was.” When we asked if he needed to get to the outdoor unit his response was, “it’s still running isn’t it…I just need to go into the attic.” At 7:20pm it was blowing warm air indoors and by 8:05pm it was starting to blow cool airBy 9pm the Technician wrapped things up and again told both homeowners he had no explanation for what made it shut down and he again could not duplicate the reasonWhen homeowner asked him for a Supervisor or Manager name he stated he wasn’t to give out that informationWhen homeowner suggested the Air Handler unit may be a “lemon” and asked when they start replacing parts to see if they can find a permanent solution the Technician said he had never heard the term “lemon” before and just repeated that he could not duplicate the reasonWhen homeowner let him know the family (including a Disabled Veteran plus three pets) had now been without air for almost four full days in degree heat in May with a three month old A/C unit and asked him what it would take to get this permanently resolved…legal action? Technician C*** stormed out the front door with his repair equipment and drove off at 9:12pm without leaving a invoice/ticket• 05/25/(Th) = At 9:55am the homeowner called the Chas Roberts main line at (602)386-and spoke to a Receptionist who took the complaint and phone number and said someone would call me back shortlyI received a call at 10:20am to let me know a Regional Manager should be in touch with me hopefully todayAt 11:48am the homeowner received Invoice/Ticket #*** was warranty diagnostic/no charge and printed it out; the ticket said the Technician found the indoor coil in the air handler that was frozen (which was never mentioned to us) and that he could not replicate why the fan turned off/stopped workingHomeowner received a return phone call from Jamar (last name?) at 3:10pm who said he reviewed the situation, talked to Technician C*** and decided to order a relay part and have a Lead Technician return to our home to install and test the unit (mentioned second pair of eyes)Because our issue is intermittent and not the fault of the motor they’re hoping replacing the relay will work and is likely the problemHe said he planned on send Lead Tech Hector who will call us when the part comes inJamar also let us know the problem is something electrical, so they will need access to our main electric breaker which I told him was on the West side of our house next to our garageHe closed by telling us if we haven’t heard anything by Tuesday, May 30th to call their dispatch number for status• 05/31/(Wed.) = Homeowner called (602)386-to check on the status of the part order and installation and they could not find anything in their system, so they put me on hold to check with JamarAfter a couple minutes I was told they need to track the part and would call me back shortlyWithin an hour Scott (last name?) called me back that they did receive the part but the earliest they could install it would be Monday, June 5th with a minute advance call• 06/05/(Mon.) = (Service visit #2b) Homeowner called the Chas Roberts main number around 5pm to check on the status and was told we were next on the listThe office called back at 5:40pm that a Tech should be there shortly after 6pmAt 6:10pm Technician C*** showed up at our door for the third timeWhen he came in the front door he told both of us that he didn’t think this replacement indoor fan relay is the causeHe was done by 6:40pm and chatted with both of us for a couple minutes and was apologetic for the previous visit and said he understood our frustrationHe suggested we watch the temperature and how the unit was running carefully and to call right away to get service there as quick as possibleIf the same situation happens again there’s a switch directly in front that he would have replaced before the one he replaced this evening in the back of the unitInvoice/Ticket #*** was warranty diagnostic/no charge• 06/10/(Sat.) = (Service call #3) Homeowners arrived home at 7:40pm to find the house at degrees with the outdoor unit constantly running and no air blowing indoors and called right away for serviceThe Receptionist told us Sunday repairs typically are between 9am until they’re finished so they would try to fit us in the next day and we would get a call minutes before arrival• 06/11/(Sun.) = (Service visit #3a) Homeowners phone rang at 7:30am that the Tech was on his way and should arrive by 8amTechnician Ramon O*** arrived at 8am and said right away he was pretty sure he knew the reason for the shutdown…the time delayHe found that the time delay was not letting power through, so he bypassed the time delay and the blower came onHe had to let the indoor coil thaw out since the unit was frozen all the way to the condenserBy the time he left at 9am he let us know he had ordered the replacement time delay and the invoice/ticket was already emailed to usHe sounded very optimistic that this would be our long term solutionInvoice/Ticket *** was warranty diagnostic/no chargeNoted this was the first time they brought up the recommended CAP sales extended labor warranty at $1st unit*
• 06/12/(Mon.) = Homeowner received a call around 12:30pm that they could install the replacement time delay part on Wednesday, 06/14/between to 5pm• 06/14/(Wed.) = (Service visit #3b) Technician Joe (last name?) came and installed the new time delay• 06/16/(Fri.) = (Service call #4) Around 3:58pm homeowners noticed the house was at degrees again with the outdoor unit constantly running and no air blowing indoors and called right away for serviceThe Receptionist told homeowner we would get a call minutes before arrivalShortly she received a call from Technician Joe who was here on Wednesday that he was on his wayWe also received a call from the Supervisor that he was going to have Joe check all the wiring and the thermostat while he was here(Service visit #4a) Technician Joseph (Joe) R*** arrived around 5:30pm turned the thermostat back on, cycled unit and the indoor fan started blowing cold air right awayHe checked the amp draws on the motor rated 3.3/actual He worked in the attic for a while then came downstairs to let us know he was going to talk to his Supervisor (with ten years *** experience) about a “long-term solution” for usAt 6:20pm Joe finished up and said they ordered a replacement blower motor (the current one was only set on medium, but he moved the blower speed to high) and a blower relay delayThey will call us when the parts are in to install and it should be less than a weekInvoice/Ticket #*** was again warranty diagnostic/no charge• 06/22/(Th) = Homeowners received a call from Scott at 2:30pm at (602)331-that the parts were in and they wanted to set a date for the following week to install them• 06/29/(Th) = (Service visit #4b) Technician Joe returned to install the replacement blower motor and relayInvoice/Ticket #*** was again warranty diagnostic/no charge• 10/16/(Mon.) = (Service call #5) Homeowner arrived home to find the house at degrees with the outdoor unit not running, no air blowing indoors and the thermostat without power and called right away for serviceA Supervisor (name?) returned her call and said *** had admitted to problems with the air handler unit we have but the issue was supposedly fixed the last time they were at our homeAccording to him, if the problem is part of the same issue then any work would still be covered even after the warranty was overShe did not get the name of the Supervisor who called but his title indicated he was a Warranty Supervisor(Service visit #5) At approx4pm Technician Abram Pasley arrived and after going into the attic said the primary drain pan was full of water, so the air handler turned itself offThe pipe that drains the water was full of gunk and got the water backed upHe said he was going to clean the pipe out, cleared drain alert and replaced, so it would drain betterHe stated the air handler did what it was supposed to do in this instance, but the pipe may not have been changed or cleaned out when they put the new replacement handler inInvoice/Ticket #*** was warranty diagnostic/no chargeNoted this was the second time they brought up the recommended CAP sales extended labor warranty at $1st unit*
• Info Only: 12/10/= installation date one year anniversary for *** *** 14HPX-Ton/SEER unitNote Chas Roberts registered the new equipment providing for a year warranty on the compressor, coils and parts; there would be a year labor (CAP) warranty• 06/04/(Mon.) = Homeowner arrived home from work at 6pm and noticed house was at degrees (thermostat was set at 80) but outdoor unit was constantly running, and air was blowing indoorsBy 8pm the temperature was only down to and the air had been running the entire timeBy 10pm the temperature was at and the air had been running constantly for hours• 06/05/(Tu) = (Service call #6) Homeowner called Chas Roberts in the morning reporting the A/C working but only cool not cold air(Service visit #6) Technician Richard A*** *** reported at 4pm that the air conditioner unit outdoors was low on refrigerate and said there could be a leak, or the unit was never filled to begin withHe said he would fill it, but the warranty would not cover it and the estimate was between 350-dollarsWhen homeowner asked about the possible leak he said that would cost an extra $to check for a leak but if there continues to be a problem they would come back out but not charge us for the visitHomeowner also asked how often these units need refrigerate added and the Technician said they’re NOT supposed to need refilling which is why he said it was either due to a leak or it was never topped offWhen homeowner brought up all the times various Technicians have been out to our home (times with this visit) and wondering why this wasn’t noticed before he said he didn’t have an answer for thatHe did say he would waive the dollar call fee for usInvoice/Ticket #was for $311.15; the first time we had to pay for repairs on this almost ½ year old air conditioning unitNoted this was now the third time they brought up the recommended CAP sales extended labor warranty at $1st unit* Also noted if the homeowner had agreed to all the “recommended/required” services listed on the invoice the final cost would have been over $on a ½ year old *** unit the homeowner is still making payments on!
• 06/20/(Wed.) = Homeowners finally put all documents and dates together to make comments on www.chasroberts.com/testimonials, *** (already at out of stars) and the Revdex.com (still have an A+ rating)
the technician that showed up was "The Brick"He showed up already having an idea what the exact problem wasVery knowledgeableExplained what he was going to do and what would happen afterWould definitely recommend him and Chas Roberts for future jobs
We had our AC worked on earlier this month by Chas RobertsMarcus came out and did a great jobHe took care of everything and our AC works perfectly nowI highly recommend Chas Roberts!
Scheduling is very efficient and reliable--this is a welcome part of the customer experienceThe tuitself was also a great experience--Christian was extremely knowledgeable, efficient, and friendlyHe reviewed the steps to the visit, his analysis, and his recommendations in a clear and concise mannerHe was very conscientious about protecting the carpet and left all areas in perfect shapeI also appreciate the help in changing the air filters--since these are in the ceilingHighly recommendedThanks!
Chas Roberts was the only company who came to my rescue when our unit started leakingThey were able to come out sooner than I expected and provided options on how we could repair our unit timelyThe technician was polite and worked hard to get our unit up and running againWe will definitely be using Chas Roberta for all of our heating and cooling, or plumbing needs!
They are very professional and do very good at what they do
We bought a new house through *** *** in August *** used Chas Roberts to install our A/C unit and heating unitsThey came out during the first year twice for routine checks that was in the new home warranty No issuesNext year, July before we even have them come out to do a check up on the service, our A/C goes out The builder and manufacture recommended Chas againWe only have one unitIt's Friday, July 7th and we call right awayThey can't come look at (warranty work) until Monday 7/between the hours of 7pm-MidnightThey were a no call no show My husband called again and took off work to be there on TuesdayThey cam this time and did the reading....it's the compressorThey order a new compressor which comes in on ThursdayThe compressor is under warranty, but the labor and coolant are not so the charge is about $because they need to flush the system and add in new coolant It takes guys (they couldn't properly seal the unit) and over hour
I have used several A/C companies over the years and this is one of the least trustworthy or concerned about their customersMy newly built home was left with a partially installed A/C system by this vendorI moved in Jan and decided to pop on the A/C a couple months later on one of those warm days we get sometimes in MarchThe A/C was not cooling the house after an hour so I went outside to discover a loud grinding noise coming from my new A/C unitI immediately turned off the A/C and called ChasA rep came out and found that the condenser unit valve had not been opened so the system was running without being able to do any circulation to the evaporator unitHe also found that the ducting in the ceiling had not been connected and that the installation tech had marked that there was a large leak in the system but had done nothing to correct the issueThis was strike against the trustworthiness of this companyThe tech repaired the leak he found, finished the installation of the unit and the A/C began to workI am still concerned that running the unit in the half installed state caused damage to the condenser unit but Chas did nothing to investigateA month later the A/C stops working againChas comes out next day and finds that a fitting outside on the condenser line was not tightened enough and all my freon and oil had leaked outChas tightened and filled the unit cooling resumedOnce again I am concerned that letting the unit run for a day without coolant and oil could have damaged the compressor but Chas does not seem concernedStrike against the trustworthiness of this companyThese are machines that require lubricationThe unit may continue to function but Chas Roberts poor installation could cost me years off operation and labor bills to replace a compressor, dryer, and filter later on that may have lasted the warranted lifespan with only routine maintenanceThat brings us to yesterday 6/29/My home is at degrees and the A/C is on set to and it is not cooling downAfter some time I hear what sounds like my irrigation system watering the yard (it shares the same wall as my A/C unit)It's loud enough for me to go outside to see what's going onThe A/C is making a loud grinding noise like something is stuck in the compressor or there is some restrictionI call Chas to tell them about it and schedule service so my unit does not suffer more damage than it already hasChas schedules me for Friday (days later)If there is an issue with the machine that could cause damage waiting days to let it continue is not a good idea but at this point I am not 100% sure the unit is not working so I agree to have them come out between 1PM and 4PM FridayI have never waited on an A/C company during a warranty period for daysTwo hours later and the home is still not cooling beyond degrees so I call back Chas and let them know the unit is not cooling (this is at 6PM)Chas tells me that they cannot get to me until tomorrow sometimeThey have no ETA, appointmentThe phone representative is dismissiveI set my thermostats to degrees so the unit limps along overnightAt some point whatever was making the noise in the unit goes away and overnight the unit cools to Not knowing if I still have an issue or if the unit self corrected I cancel the emergency call (people with zero cooling are way worse off than I am at partial cooling)I am going to monitor the system to see if I need to schedule a checkI have reached out to my builder and suggested they consider a different sub since Chas's work has been so shottyI am also contacting my other A/C company to see if they can take over service so I no longer have to deal with ChasThere is no way to go back in time and undo damage done by running a partially installed A/C systemThese "ghost" type issues are the worst kind of problem because they are almost impossible to diagnoseThe only way I would trust this A/C unit at this point would be to replace the condenser unit, ensure the internal coils are clear of any debris, and reset the system to factory specsIf there are compressor shavings floating through the unit it will not operate efficiently and if there are enough to clog up the filter the unit will perform even more poorlyThe unit may still function but will not come close to the SEER value it is rated forThanks for nothing Chas
"The Brick" came by this morning and fixed a heating issue in our spare bathHe showed up right on time and fixed the issue quicklyHe also gave me some great tips on helping to balance out the heating and cooling of our houseThanks!
Extremely expensiveService tech said it was the builders fault for putting in the cheapest air conditioning unitI felt the company was very unprofessional
This company misses appointments, has very rude technicians, comes hours late for appointments
Hector was great!! Great customer service
On 3/31/I scheduled the second of two visits under my ChasRoberts CAP service plan The appointment was scheduled for 4/30/between 12:00-4: Roberts was unable to arrive during this timeframe I rescheduled the appointment for 5/2/between 9:00-12: Once again Roberts was unable to arrive during their scheduled timeframe I told them that this was totally unacceptable.....that I had sat around waiting for them for over hours over the past two days, that I would no longer do business with them and that I wanted a refund for the portion of the prepaid CAP fee that was not completed due to THEIR incompetence The gal I spoke to said that she would turn this over to her "manager" He called me a few hours later attempting to reschedule the appointment once more - I declined and demanded a refund He stated that I was not entitled to a refund....I loudly disagreed, told him that I would be lodging complaints with various people, that they were a bunch of crooks, and
Chas Roberts did it again! The technician, Christopher, that they dispatched in response to my call to identify and resolve my HVAC problem, quickly identified the issue and explained options for resolutionChristopher completed the repair and left me with the impression that Chas Roberts is committed to outstanding customer assistanceI highly recommend Chas Roberts!
We are satisfied with the service to check out AC and Furnace.......serviceman called ahead and arrived when scheduled
One of my worst service experiencesA dishonest plumber showed up to fix a small leak in my main lineThe landscaper had already dug up the area and exposed the leakThe plumber claimed he would have to cut concrete and quoted $for the jobIt turned out he just had to dig mud inches deeper and replace an elbow jointLess than a hour jobCriminal! He did a lousy job too bending copper tubing a lot to replace the elbowThe sad thing for me is that I only agreed to the quote as my previous experience with the AC side of Chas Roberts was not a negative one
Fabulous A/C & Plumbing services! Been using them for years! Highly recommend them!
I have Chas R*** check my AC unit twice a year and it's been keeping us cool for years now The unit has been well cared for and they've done a good job with replacing parts that have worn out and they've always treated us with respect and integrity My unit is showing signs of age and when it's time to replace it, I will look to Chas Roberts first Their Tech Hector is great!
Very pleased with service
IIChas Roberts Air Conditioning History-Dispute (Abbreviated):
• 12/10/(Sat.) = Installation date for new *** *** *** *** *** *** unitNote Chas Roberts registered the new equipment providing for a year warranty on the compressor, coils and parts; there would be a year labor (CAP) warranty• 05/04/(Th) = (Service call #1) Homeowner called at approximately 7pm for serviceOutdoor unit was constantly running but no air was blowing inside; was told there was no 24/service available but they would try to fit us in the next day between 8am-10pm• 05/05/(Fr) = (Service visit #1) Chas Roberts Technician Raymond C*** arrived at approx4pmThe house was up to degrees and after checking the unit told homeowner he could not find the reason for the indoor fan shutdown and could not duplicate the reason for the shutdown, but it was now working*** *** was warranty diagnostic and no charge• 05/23/(Tu) = (Service call #2) Homeowner arrived home to find the house in the upper 80’s with the outdoor unit constantly running and called 4pm for serviceShe was told they would try to fit us in the next day and would get a call minutes before arrival• 05/24/(Wed.) = (Service visit #2a) Homeowner called service at 3pm to check on the status and was told we were next on the listAt 6pm the homeowner again called and was told the same; by 6:20pm the house was up to degreesThe Technician called at 6:pm to let us know he should be there by 7pmChas Roberts Technician Raymond C*** arrived at approx7pm and was asked by homeowner if he was the same person who came to service the unit earlier this month and his response was, “if they said I was.” When we asked if he needed to get to the outdoor unit his response was, “it’s still running isn’t it…I just need to go into the attic.” At 7:20pm it was blowing warm air indoors and by 8:05pm it was starting to blow cool airBy 9pm the Technician wrapped things up and again told both homeowners he had no explanation for what made it shut down and he again could not duplicate the reasonWhen homeowner asked him for a Supervisor or Manager name he stated he wasn’t to give out that informationWhen homeowner suggested the Air Handler unit may be a “lemon” and asked when they start replacing parts to see if they can find a permanent solution the Technician said he had never heard the term “lemon” before and just repeated that he could not duplicate the reasonWhen homeowner let him know the family (including a Disabled Veteran plus three pets) had now been without air for almost four full days in degree heat in May with a three month old A/C unit and asked him what it would take to get this permanently resolved…legal action? Technician C*** stormed out the front door with his repair equipment and drove off at 9:12pm without leaving a invoice/ticket• 05/25/(Th) = At 9:55am the homeowner called the Chas Roberts main line at (602)386-and spoke to a Receptionist who took the complaint and phone number and said someone would call me back shortlyI received a call at 10:20am to let me know a Regional Manager should be in touch with me hopefully todayAt 11:48am the homeowner received Invoice/Ticket #*** was warranty diagnostic/no charge and printed it out; the ticket said the Technician found the indoor coil in the air handler that was frozen (which was never mentioned to us) and that he could not replicate why the fan turned off/stopped workingHomeowner received a return phone call from Jamar (last name?) at 3:10pm who said he reviewed the situation, talked to Technician C*** and decided to order a relay part and have a Lead Technician return to our home to install and test the unit (mentioned second pair of eyes)Because our issue is intermittent and not the fault of the motor they’re hoping replacing the relay will work and is likely the problemHe said he planned on send Lead Tech Hector who will call us when the part comes inJamar also let us know the problem is something electrical, so they will need access to our main electric breaker which I told him was on the West side of our house next to our garageHe closed by telling us if we haven’t heard anything by Tuesday, May 30th to call their dispatch number for status• 05/31/(Wed.) = Homeowner called (602)386-to check on the status of the part order and installation and they could not find anything in their system, so they put me on hold to check with JamarAfter a couple minutes I was told they need to track the part and would call me back shortlyWithin an hour Scott (last name?) called me back that they did receive the part but the earliest they could install it would be Monday, June 5th with a minute advance call• 06/05/(Mon.) = (Service visit #2b) Homeowner called the Chas Roberts main number around 5pm to check on the status and was told we were next on the listThe office called back at 5:40pm that a Tech should be there shortly after 6pmAt 6:10pm Technician C*** showed up at our door for the third timeWhen he came in the front door he told both of us that he didn’t think this replacement indoor fan relay is the causeHe was done by 6:40pm and chatted with both of us for a couple minutes and was apologetic for the previous visit and said he understood our frustrationHe suggested we watch the temperature and how the unit was running carefully and to call right away to get service there as quick as possibleIf the same situation happens again there’s a switch directly in front that he would have replaced before the one he replaced this evening in the back of the unitInvoice/Ticket #*** was warranty diagnostic/no charge• 06/10/(Sat.) = (Service call #3) Homeowners arrived home at 7:40pm to find the house at degrees with the outdoor unit constantly running and no air blowing indoors and called right away for serviceThe Receptionist told us Sunday repairs typically are between 9am until they’re finished so they would try to fit us in the next day and we would get a call minutes before arrival• 06/11/(Sun.) = (Service visit #3a) Homeowners phone rang at 7:30am that the Tech was on his way and should arrive by 8amTechnician Ramon O*** arrived at 8am and said right away he was pretty sure he knew the reason for the shutdown…the time delayHe found that the time delay was not letting power through, so he bypassed the time delay and the blower came onHe had to let the indoor coil thaw out since the unit was frozen all the way to the condenserBy the time he left at 9am he let us know he had ordered the replacement time delay and the invoice/ticket was already emailed to usHe sounded very optimistic that this would be our long term solutionInvoice/Ticket *** was warranty diagnostic/no chargeNoted this was the first time they brought up the recommended CAP sales extended labor warranty at $1st unit*
• 06/12/(Mon.) = Homeowner received a call around 12:30pm that they could install the replacement time delay part on Wednesday, 06/14/between to 5pm• 06/14/(Wed.) = (Service visit #3b) Technician Joe (last name?) came and installed the new time delay• 06/16/(Fri.) = (Service call #4) Around 3:58pm homeowners noticed the house was at degrees again with the outdoor unit constantly running and no air blowing indoors and called right away for serviceThe Receptionist told homeowner we would get a call minutes before arrivalShortly she received a call from Technician Joe who was here on Wednesday that he was on his wayWe also received a call from the Supervisor that he was going to have Joe check all the wiring and the thermostat while he was here(Service visit #4a) Technician Joseph (Joe) R*** arrived around 5:30pm turned the thermostat back on, cycled unit and the indoor fan started blowing cold air right awayHe checked the amp draws on the motor rated 3.3/actual He worked in the attic for a while then came downstairs to let us know he was going to talk to his Supervisor (with ten years *** experience) about a “long-term solution” for usAt 6:20pm Joe finished up and said they ordered a replacement blower motor (the current one was only set on medium, but he moved the blower speed to high) and a blower relay delayThey will call us when the parts are in to install and it should be less than a weekInvoice/Ticket #*** was again warranty diagnostic/no charge• 06/22/(Th) = Homeowners received a call from Scott at 2:30pm at (602)331-that the parts were in and they wanted to set a date for the following week to install them• 06/29/(Th) = (Service visit #4b) Technician Joe returned to install the replacement blower motor and relayInvoice/Ticket #*** was again warranty diagnostic/no charge• 10/16/(Mon.) = (Service call #5) Homeowner arrived home to find the house at degrees with the outdoor unit not running, no air blowing indoors and the thermostat without power and called right away for serviceA Supervisor (name?) returned her call and said *** had admitted to problems with the air handler unit we have but the issue was supposedly fixed the last time they were at our homeAccording to him, if the problem is part of the same issue then any work would still be covered even after the warranty was overShe did not get the name of the Supervisor who called but his title indicated he was a Warranty Supervisor(Service visit #5) At approx4pm Technician Abram Pasley arrived and after going into the attic said the primary drain pan was full of water, so the air handler turned itself offThe pipe that drains the water was full of gunk and got the water backed upHe said he was going to clean the pipe out, cleared drain alert and replaced, so it would drain betterHe stated the air handler did what it was supposed to do in this instance, but the pipe may not have been changed or cleaned out when they put the new replacement handler inInvoice/Ticket #*** was warranty diagnostic/no chargeNoted this was the second time they brought up the recommended CAP sales extended labor warranty at $1st unit*
• Info Only: 12/10/= installation date one year anniversary for *** *** 14HPX-Ton/SEER unitNote Chas Roberts registered the new equipment providing for a year warranty on the compressor, coils and parts; there would be a year labor (CAP) warranty• 06/04/(Mon.) = Homeowner arrived home from work at 6pm and noticed house was at degrees (thermostat was set at 80) but outdoor unit was constantly running, and air was blowing indoorsBy 8pm the temperature was only down to and the air had been running the entire timeBy 10pm the temperature was at and the air had been running constantly for hours• 06/05/(Tu) = (Service call #6) Homeowner called Chas Roberts in the morning reporting the A/C working but only cool not cold air(Service visit #6) Technician Richard A*** *** reported at 4pm that the air conditioner unit outdoors was low on refrigerate and said there could be a leak, or the unit was never filled to begin withHe said he would fill it, but the warranty would not cover it and the estimate was between 350-dollarsWhen homeowner asked about the possible leak he said that would cost an extra $to check for a leak but if there continues to be a problem they would come back out but not charge us for the visitHomeowner also asked how often these units need refrigerate added and the Technician said they’re NOT supposed to need refilling which is why he said it was either due to a leak or it was never topped offWhen homeowner brought up all the times various Technicians have been out to our home (times with this visit) and wondering why this wasn’t noticed before he said he didn’t have an answer for thatHe did say he would waive the dollar call fee for usInvoice/Ticket #was for $311.15; the first time we had to pay for repairs on this almost ½ year old air conditioning unitNoted this was now the third time they brought up the recommended CAP sales extended labor warranty at $1st unit* Also noted if the homeowner had agreed to all the “recommended/required” services listed on the invoice the final cost would have been over $on a ½ year old *** unit the homeowner is still making payments on!
• 06/20/(Wed.) = Homeowners finally put all documents and dates together to make comments on www.chasroberts.com/testimonials, *** (already at out of stars) and the Revdex.com (still have an A+ rating)
Great customer service
the technician that showed up was "The Brick"He showed up already having an idea what the exact problem wasVery knowledgeableExplained what he was going to do and what would happen afterWould definitely recommend him and Chas Roberts for future jobs
We had our AC worked on earlier this month by Chas RobertsMarcus came out and did a great jobHe took care of everything and our AC works perfectly nowI highly recommend Chas Roberts!
Scheduling is very efficient and reliable--this is a welcome part of the customer experienceThe tuitself was also a great experience--Christian was extremely knowledgeable, efficient, and friendlyHe reviewed the steps to the visit, his analysis, and his recommendations in a clear and concise mannerHe was very conscientious about protecting the carpet and left all areas in perfect shapeI also appreciate the help in changing the air filters--since these are in the ceilingHighly recommendedThanks!