Speedy Services Heating & Air Conditioning Reviews (%countItem)
Speedy Services Heating & Air Conditioning Rating
Address: 1861 Shady Ridge, Midlothian, Texas, United States, 76065-0533
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Rude and incompetent individuals with no ethics. Do yourself a favor and find a different company.
Mr *** contacted our office on 01/04/2020 at 12:42 pm to schedule an appointment to have a flickering light checked.
The Appointment was scheduled for 01/07/2020 between 12 pm - 4 pm. Our dispatch program sent an appointment confirmation to the number he provided.
On 01/07/2020 Mr *** called our office to get a better arrival time. He talked to dispatcher Brittany, and was told 2 pm - 4 pm would be a better time window of when the technician would get there based on call load ahead of him. He also requested to speak to the technician to explain the problem as he would not be home. He was told he would get a text when the technician, Dustin, was in route & that she would put a note in the dispatch system for the technician to call him when he arrived at the property. Mr *** Agreed that this would be sufficient. Brittany put a note for the technician in our dispatch system at 10:22 am that stated "H/O will not be home will have someone there to let tech in, would like tech to call so they can go over what they are needing."
Technician Dustin showed himself in route to the address at 2:31 pm and an alert was sent to Mr ***'s provided number.
At 2:35 pm Mr *** sent back a text message to our dispatchers stating "Have Dustin call me."
Dispatcher Amanda received the message and called Mr *** as she knew Dustin was driving and it is our policy for technicians to not use their phones while driving. Mr *** became agitated that it was not Dustin calling. Amanda tried to explain that Dustin would call when he got to the property. Mr *** was rude, disrespectful, and threatening to Amanda. Mr *** even stated that "he has a lot of pull in Midlothian and this will go one way or another for our company."
After being hung up on by Mr ***, Amanda talked to Brian, the company owner, about her phone conversation. Brian then called Mr *** to try to calm down the situation. Mr *** was still upset that the technician had not called while driving to his property. Brian explained that he could get the needed information and explain it to the technician. Brian also explained that it is difficult to locate problem with flickering lights. He assured him that Dustin would check out everything we could access in the circuit and give it our best effort to fix the problem. Throughout the conversation Mr *** was still upset and talking very disrespectfully to Brian about our company, our dispatchers, and our technician. Dustin was at the property from 2:56 pm - 3:46 pm.
His invoice that was signed by Mr ***'s wife stated "200 amp CH-Ch in garage underground. Checked all switch boxes in kitchen, utility, bedroom #1, den, garage, u/s loft and stairway. All circuits have proper power of 120 volts. Tightened all connections in panel. Did not find any loose connections on any of the switches or in any of the switch boxes."
We only charged a service fee of $69 an no additional labor for additional time over the standard diagnostic trip spent tracing down the wiring issues. The technician was given a credit card to pay for the service call.
When our dispatch department tried to run the card the next morning the card was declined, therefore we were not paid for our service. We do not feel like our company was rude, incompetent, or unethical in any process of our interaction with this customer. We actually feel like we were the victim in this situation.
We will not be contacting Mr *** to try to collect for the declined credit card he gave us. We will simply write it off as a bad debt and mark his file do not service for the future.
We also have audio files of all conversations that we would be happy to provide.
Incorrect diagnosis resulting in ceiling damage and extra expenses.
Our AC was leaking through the ceiling. CJ from Speedy came out on 5/1. Diagnosed with clogged drain. We paid $144. It leaked again. CJ came out again on 6/17. Diagnosed clogged drain again and said we needed a plumber. We paid $100. We hired a plumber who could not find any clog. We paid $87.50. Our AC shut itself off. Our home warranty company OneGuard sent Speedy out. Angel came on 7/22 and 7/25. The AC kept shutting itself off. CJ came out on 7/29. Diagnosed clogged drain again and told us we need to build a secondary drain so the condensation can drain outside. He also said we needed a plumber to unclog the drain. I talked to OneGuard. They informed me Angel did not find any clogged drains. They agreed to send a plumber to unclog the drain. The plumber came on 8/1 and did not find any drain which was clogged. OneGuard sent another AC Company, Right Call Solutions. They suggested to level the drain pan and rebuild the drain pipe. This is so that the condensation will not pool in the drain pan and trip the switch which shuts off the AC. Again, no mention of clogged drain pipe. We had that done and our AC has been running fine for three weeks. I want Speedy to refund the second service call and the plumber's visit because CJ did not diagnose the problem properly.
Speedy should refund the second service call and the plumber's charge totaling $187.50.
After reviewing our service records and contacting the Home Warranty Company, One Guard, we do not feel like we should refund and monies.
Our Service Records:
05/01/19 $144 Found & cleared a clogged main drain line.
06/17/19 $100 Found & cleared a main drain line again. Advised to call plumber if it clogs again.
07/04/19$0 Found & replaced faulty capacitor on outdoor unit.
07/22/19 $0 Found main drain clogged again, Mr. Homeowner said a plumber had checked it. Removed standing water from secondary drain pan and advised H/O that it only has a float switch and no drain line on emergency drain pan.
07/25/19 $0 Found standing water in drain pan again. Checked slope of evaporator coil, it was proper.
07/29/19$0 Found drain clogged again, again told H/O to get plumber for main drain and quoted $325 to run a secondary drain line outside so water will not activate float switch when water gets in secondary drain pan when main drain clogs again.
One Guard's Service Records:
The plumber that One Guard sent out reported to them that there is a stoppage between the evaporator coil and the main drain connection, stoppages are not covered by One Guard & H/O declined the repair. (Same thing we told him was wrong.) The other HVAC company reported to One Guard that they ran a secondary drain line to the emergency rain pan so water would drain outside and not activate the float switch. (Same thing we quoted him to do.)
After reviewing at our records and talking to One Guard, the plumber found the same clogged main drain that we did and the HVAC company made the same repair we quoted. We do not feel like our technician miss-diagnosed the problem and we do not feel like and refund is due the homeowner.
You can call One Guard at 888-896-0014 to confirm these findings.
(The consumer indicated he/she DID NOT accept the response from the business.)
I am disappointed but not surprised at Speedy's Response. I will not do any business with them again.
Not fixing the problem. Being unavailable after hours. Not calling back; refusing to make things right
On behalf of my mother (their long-time VIP paying customer), who is nearly 90 & has Alzheimer's, I have been taking care of her home. She has the VIP plan & has been a customer for 40 years. Thurs night, I called to have them check out the a/c which seem to not be working right. It was after hours, but did not get a call back until next morning. Call was scheduled for afternoon, my husband was home for the tech (Josh). When I arrived home from work, house was hotter & situation was worse. I called during business hours, but was put on hold for a very long time. I called back only to find out phones were turned off & forwarded to the after hours number. I left a message with after hours; they sent another tech (Richard) out who refused to take cover off coil & physically check it per our request. My husband was there for the rest of the visit because I had to leave. I got home to an even hotter house. I called about 8:30 Friday night, never received a call back. Next morning (Saturday, May 19) I called again. No call back. I went to Yelp & posted a poor review (private Facebook messages & emails are never answered) which prompted Jenny to call. She was angry & said they tried to fix it, so what was my problem? "What do you want me to do about it?" she asked. I said send a tech today to fix it! 2 hours later, she called back & said they were going to refund the VIP status & sever ties with us. Last June we paid $3000 for a new coil. The website advertises 24/7 service & to fix it right the first time. The 24/7 no longer happens; you are lucky if they call you back in a reasonable time. And, clearly, not only did they not fix this the first time, they made it worse & they didn't fix it the 2nd time either. They never offered to make this right. They just chose to end the business relationship. I called another company that is coming out on Monday. If it is the coil, I want Speedy to pay for the repair or replacement since they put it in not even a year ago & never physically checked it on Friday nor offered to make any of this right. I turned off my unit to save the compressor & have been sitting in an 80 degree house. On Thurs at 5:30 when I called, the temp in the house was 75, even tho thermostat was set at 71 & the air coming out was lukewarm. I only wanted them to check it, since the spring check had just been done not even a month ago. I was willing to pay for any repairs needed & even the service call because this was not part of the spring check. After the first tech, the temp was 76. After the 2nd visit, temp went up to 79. Yesterday, even with unit on, it went up to 81. The air was barely coming through the vents (just like on Friday evening) & it was lukewarm. I am 56, husband is 69 & I have 4 senior cats in my home. The business owners/managers are unavailable to speak to clients, thus customers can only speak with dispatcher or admin to try to resolve issues. Over the past 40 years (when they were first Walker & then changed to Speedy), my parents have spent thousands of $$$$ with them. I would think they would value their long-term VIP paying customers more than this.
If the other company I hired to come out on Monday determines that the coil is the problem, then I believe it is reasonable to expect Speedy Electric to reimburse me for the repair/replacement of the coil (up to the amount I paid them for the coil). The coil is not yet a year old. When I called on Thursday for service, I never asked for anything for "free". If there had been a repair that required a charge, I would have paid it. I also think they should be taken to task over their website advertising about the 24/7 service & the "fix it right the first time". The 24/7 service hasn't worked in a very long time (it used to be if you left an after hours message, you got a call back within the hour or so. Now you're lucky if you get a call back the next day, if at all. And, I have always been understanding if I had to make the call late, like after 8 or 9, not to expect a call back until the next morning) the fix it right the first time is not true anymore either.
Mrs. Mrs. mother, has had a maintenance contract with Speedy Electric and A/C since 2011. Prior to that time, she had a contract with Walker Air Conditioning, a separate company. We took over the maintenance of her home when Walker went out of business in 2011.
The initial service request was placed after hours (9:05pm) Thursday night and was left in our normal message log center. When one of the dispatchers, Jenni, checked messages the next morning she called at 8:35 am and scheduled the call for service that day. Other non-VIP customers were being scheduled for the following week. (We are attaching a Call Log from our phone system.)
We have checked our service records, call logs, & also talked with both technicians that were at the property on Friday to get a timeline of service and what repairs were made:
Josh arrived at the home at 2:15 pm on Friday, May 18th and worked on the system until 2:35 pm according to our fleet tracking system.
According to Josh, when he arrived it was 75 degrees in the home and the thermostat was set on 76 degrees. Josh had to lower the thermostat to 72 degrees for the unit to come on, so he could check the system. The system appeared to be slightly over charged & Josh balanced the charge by recovering a few ounces of refrigerant. He then walked around the house checking all the vent temps and was getting a 22-degree split. Mrs. husband was the only person at the home and followed Josh while he was checking the temperatures and was shown the temperatures he was measuring. The system was coming on & cooling properly at the time Josh left the property at 2:35 pm. We did not charge for this service call or any repairs since it was a VIP customer of ours.
Mrs. called back to our office when she got home on Friday to inform us the unit did not seem to be cooling. Our office phones are VIPO and we were having internet problems with AT&T and we were losing/dropping phones when our internet was cutting out & rebooting. We have a log of (7) incoming & outgoing calls between our office & Mrs. between 4:35 pm & 5:15 pm. Our phone system is set to automatically forward to the on-call dispatcher at 5:00 pm. This happened during the phone call exchanges we were having with Mrs., and we did not intentionally turn our phone off to avoid her calls like she has claimed. (We did apologize and explain this to her.) We still had a technician on the north side of town and we dispatched him after hours to re-check the system.
Richard arrived at the home at 6:50 pm on Friday, May 18th and worked on the system until 7:36 pm according to our fleet tracking system.
According to Richard the pressures were still good and the temperature in the house reasonable. He did adjust the pressure by removing & adding back a small amount of refrigerant. The system was getting a good temperature split and had good pressures. Richard did say that Mrs. did ask him to disassemble her indoor evaporator coil to check it & he explained to her that it is not necessary to take the cover off a coil to verify what a unit is doing. The system was cooling properly with proper pressures and temperatures when Richard left the property at 7:36 pm. We did not charge for this service call or any repairs since it was a VIP customer of ours.
Mrs. called our after-hours dispatcher, Jenni, at 9:20 pm to inform her that she thought the unit was still not cooling. Jenni advised her to let the unit run over night to try to recover and if it was still not cooling in the morning we would send a technician back out the next day. Mrs. called back at 7:10 the next morning and told Jenni she thought the unit was still not cooling. Jenni then called the owners to see what technician should be sent to check the system. Jenni was informed by the owners that Mrs. had left a negative review on the company Facebook page on Friday, May 18, at 5:19 pm and, also, on Yelp on Friday (Friday, not Saturday as claimed) under an assumed name of "June Cleaver". The Facebook post was before Richard, the second technician, had even had a chance to come back to the property. Mrs. has a history of slandering our company under the assumed name of "June Cleaver" as she left a negative review on Google under the same name the year before. As we had not charged for any of the work we did the day before, we informed Jenni to let Mrs. that we would refund her payment for her maintenance contract, so she could find a company that she felt more confident in working with. Jenni did not know about any negative reviews before she called the owners as she is not notified when a review is left and would not of had the access to check them.
We have never had a contract with Mrs., our contract was with her mother, *** After the harassment and negative reviews that we have received from Mrs. we felt it was in everyone's best interest for her to find a company that could meet her scheduling and service needs. We refunded her last VIP payment and suggested that it would be in her best interest to call a HVAC contractor closer to her home. When she was a customer with Walker Air Conditioning, the company was in North Dallas/Farmers Branch area. Our business is in Midlothian, Ellis County, south of Dallas.
The coil in question that was purchased in June 2017 was $2,400, not $3,000 as stated by Mrs.. It has a part warranty through Trane and can be serviced by any Trane dealer.
We feel that our office staff & technicians responded properly to the service needs. We got to the property timely & the unit was cooling every time we left the property. Our company strives to fix all problems the first time, but there are times when there are extenuating circumstances. There can be failures with systems that are intermittent and may not be detectable at the time of service. This might have been the case for this system. We did not remove all the refrigerant from this system as Mrs. was told by the technician from the company she had out on Monday. Every time you put gauges on or remove them from a system there is a slight refrigerant released and you will see a small puff of gas. The unit would not have come on at all if there was not any refrigerant in the unit. Her condenser has high and low-pressure safety switches that will not allow the unit to come on or run if there is too much or too little refrigerant in the system. Also, the capacitor holds a charge that helps kick on the compressor & condenser fan motor on start-up. If the capacitor was faulty, like the other company stated, again the unit would not have come on at all and Mrs. stated that the unit was blowing cool air, but not ice-cold air. In addition, the capacitor that the other company charged $408 for is a less than $20 part that our company would have replaced for less than $150 if it was failed when we checked the system. If any company is taking advantage of or "ticket stretching and padding" a repair, it was the second company she had service her unit. She was also given false information about possible compressor failures as the system is equipped with safety switches to prevent such a failure.
With the known mis-information and price gouging from the other company if would also stand to reason that the need of 8 lbs. of refrigerant should be questioned. We do not feel like any refund is due Mrs. as we did not charge for any of the work done on the system on Friday & we have already refunded her Mother's payment for the maintenance contract. We do not feel we should pay any repairs paid to the other contractor as we feel the repairs were grossly over-priced and not necessary.
***
Speedy Electric & A/C
Attachments:
Phone Call History Report
Yelp Review 5/18/2018
Facebook Review from 5/18/2018, 5:19 pm
Facebook Review from 5/19/18
Google Review from 2017
(The consumer indicated he/she DID NOT accept the response from the business.)
1.) With the first visit, the thermostat was not set to 76 degrees. It was set at 71 & READING at 76. That's why I called that Thursday night to have them just come out & check the a/c. 2.) Friday night at 8:30 (after the 2nd tech), I returned home to find the thermostat read 79 degrees. I did call at 9:20, but I left a message with the after hours, but did not directly speak to Jenni. But it Then it was 80 overnight. Called & left a message. Next morning at 7:10, I called & left another message. Jenni returned call at 9:52, which I missed. I called back at 9:54. She told me at that time they would not send anyone out that day. That's when I called the other company as it was 80 degrees in my house. I had even had Mr. call that Saturday morning because my calls went unreturned. Made attempt to PM them on Facebook before going public. Last Oct, I did the same thing, but my PMs went unanswered. Jenni refused to send a tech out on Saturday. Later, when she called back, that's when they severed ties.
Mr. responded to Revdex.com reply with corrections: 1. Josh never took an air temp reading from the vents on 1st visit. Richard did not have his temp gauge with him, thus did not take a reading. Mr. said the tech let out 4 bursts of Freon after I had left. The air was still not coming out cold (& it was coming out very weak), so he put some back in but did not charge us for it. Richard, the tech, said if the system was still not working overnight, to call & they would send out Josh on Saturday. That never happened.
The other company did not say Speedy let out all of the Freon. They said it was 8 lbs down. Also, I never asked them to disassemble the coil. Just go & look at it.
The biggest issue here, more than sending out 2 techs who left the house worse than it was before they got there, is that the customer is not allowed to talk with the owner at all. You are only allowed to talk to the ones at the front desk who answer the phones. All PMs go unanswered (see attachments). And, the 24/7 service really isn't. Considering what other companies do, Speedy is way behind on this. There is nothing more frustrating to a customer to not be able to talk to someone in charge. That's usually when a customer will go public with their poor experience; when they feel they are being ignored by the management of a company & that they are getting nowhere. That's why I did. Nobody would respond to my pms & I was told that the owners were not available. I believe all of this could have been avoided had Speedy just considered this fact & how it makes a customer feel to not be able to speak to someone in charge. And then, I did call Sat morning, but my call wasn't returned for almost 3 hours. I think there is a misunderstanding with Speedy about my mother because I am acting on her behalf now due to her Alzheimer's & is in assisted living. She still had the contract & paid the bills, but I manage her home. My mother was an existing customer when Speedy took over Walker. My father (*** had died years before that, but she still used his name on the account. I think that's where the miscommunication was with Speedy on this. I am not sure if they connected the 2. The other company I hired actually got my a/c working beautifully & FAST. I never expected Speedy to pay for repairs by the other company other than the freon that had to be added back. Even half would have shown goodwill & good business sense on their part. Since it wasn't the coil, I didn't expect that at all. It wasn't for me. It was on behalf of my mother. I have attached some screen shots of the pms I have sent that have gone unanswered. I have pms to Speedy going back to 2015, which were never answered. I never went public until last October when I had finally had enough. If you do not want to see poor reviews posted, then don't give poor customer service!! Treat the customers like they are important! I believe others need to know about such experiences when looking to hire an a/c company. I am not satisfied with their response, but I will not fight it.
When my wife and I decided to remodel the kitchen, we needed a new 220 volt line added to our home. I had called several companies and Speedy Electric was the Perfect Company for the job. We decided on Speedy Electric for different reasons. Their communication between us and them was SUPERB. Richard came to the house and assured me that he is Positive that he can get the job done. Today, Richard and his co-worker Seth came and got the job done Perfectly.
Thank you Speedy Electric and both Richard and Seth for a job WELL DONE...
They were quick to come out and diagnose the problem, and even went above and beyond originally. But then I waited for a WEEK in Texas in August for a part to come in. I was working through home warranty, so I'm sure they weren't in any hurry to get to my problem since they were going to get paid regardless. The people who answered the phones were really rude and inconsiderate. They really didn't care that I was going to go a week without AC. I was having to stay with friends and family, and even had to take a trip out of town to stay with people because it was over 90 degrees in my house. I'm sure they are wonderful and "speedy" when not working with home warranty companies, but unfortunately that was not my experience. I do have to say, though, that Josh their technician was great. He was the only great thing about my experience with them.
Thank you for you feedback about the service at your home. We always give the same priority & level of service to all home warranty company customers that we give non-home warranty company customers. In reviewing the notes on your service we are finding the delay in the repair was due to a warranty motor that we had to get directly from your unit's manufacturer. (International Comfort Products) This is not a major brand unit and the only distributor in the DFW area had to special order the motor from the manufacturer. Our records do show that the office called you several times to keep you informed on the status of the part, and we do apologize if you felt they were really rude and inconsiderate. We will do some additional training with them on their customer service skills. Again, we apologize for the delay repairing your furnace & hope you give us the chance to change you opinion of our company & service in the future.