Pro Air City Wide Heating & Air

JoAnne (technician referred to as secretary) sensed my frustration or Chad (tech) went back to the owner as David (Owner) got involved. Stopped with the long wait times and said I could leave a key. Came and diagnosed the problem, ordered the part, called when it was in, asked to leave a key and called to say it was fixed. Came home tonight and it is indeed fixed. I just think maybe they could have gotten involved a few weeks earlier.

Bottom line… One of the most frustrating experiences with a contractor I had ever experienced. At a company level it appears obviously do not value their customers.
While the technician who did the initial service call was helpful and friendly, the front office of this contractor was so unbelievably unhelpful and confused that it makes dealing with them almost impossible. The woman in charge is rude and seems absolutely put out when you try to get any information on the status of the job.
During the technician’s visit, he informed me that he would have to go back to the office for authorization (coordinating home warranty coverage stuff). Almost a week passes and I call to find out what is up. The woman at the desk grudgingly tries to look up the information (all the while explaining in detail how difficult it is)…to find out there is nothing in the file. I will call the technician and get back to you in an hour… and NOTHING!
A week… still having heard nothing from Pro-​Air later I get a call from the another contractor saying they have been contacted by the home warranty about the job… huh?
Call Pro-​Air again. What were the technician’s comments? What did he find out? Woman at front desk… again put out… said she would call owner and get back to me in an hour. Again… nothing.
Finally call the home warranty company. Pro Air had told them they could not handle the job… too busy or something… so they had called another contractor in.
Seems like the front desk should have known this and could have easily informed me.

CONTINUED…
Let me now go back and share what should have, in hindsight, been a precursor to the type of customer service standards that this company holds their selves to.
9÷3÷15 — I took the day off so I could wait for the technician. I had my baby with me and I was also working from home so I didn’t mind waiting during my appointment window. But now I can look back and note that the technician arrived just a couple minutes before the end of the window. No big deal. It’s still within the arrival time frame. However, from the moment he arrived, he was not warm and friendly. I greeted him politely and introduced myself. I received a «hi» that sounded more like a grunt and then a «where’s your thermostat.» …Again, not another big deal… not everyone is warm and fuzzy and he was there for a purpose. I could accept that. BUT, I felt that he was very quick and curt, barely spoke to me and was a little flippant as if he wanted to tell me my AC issue was not a big deal, nothing can really be done so stop asking. He was quick to diagnose the problem and didn’t really take time to explain it to me… he was practically walking backwards out the door trying to get out of there and would have if I hadn’t followed him to the door to ask him what the possible solutions were, if anything at all. He left quickly saying that he had to make a report and see what my home warranty would cover. No polite gestures such as «we’ll be in touch, goodbye, or have a nice day.» I remember telling my husband that I wasn’t really a fan of the technician. I didn’t feel like he took time to listen or care about what we were experiencing. But again, I shook it off b/​c I figured maybe he was having a bad day, a long day, it was hot, who the hell knows… as long as I got some answers to my AC questions I was a happy camper.
Well clearly, I am most definitely not a happy camper. I am appalled by this company’s behavior and treatment of their customers. I would certainly not choose to work with PRO AIR CITY WIDE if I had a say in who my home warranty sends to me. In fact, I would not be surprised if the only business they get is through home warranty service requests. It’s the only plausible explanation I can come up with for their complete lack of customer service. They don’t value you as a customer because they don’t need to — home warranty companies will keep sending service requests their way. Talk to your home warranty company and provide them with this feedback… just like I did.
Final Thoughts: Please note that I am not known for negative rants nor losing my cool. I understand the challenges of working with people and the service industry. If you take the time to browse through all of my reviews, you will see that I write fair reviews. I do not harshly criticize for things that aren’t a big deal, out of the staff person’s control, or because things weren’t perfect. I do not get upset and cause a scene in restaurants and businesses. I am the first person to give people a break because I DO NOT believe that becoming the irate, screaming customer is an acceptable form of common communication. But TRUST, I may be short, I may be the sweet and shy one, but when the situation calls for it, I can let it go and my voice can carry. This situation with PRO AIR CITY WIDE clearly called for it. JOANN is condescending and rude. DAVID, the owner, just DOES NOT CARE. Don’t work with them unless you have to. You deserve to be treated like a valued customer.

I can’t write any sort of review on the quality of the work they do but thats only because I gave up on trying to give them my business. I first came into contact with them through a claim via my home warranty insurance and immediately got a bad feeling. I was told several times how «busy» they were and that it would be at least a week before they could get someone out to look at my air conditioner. Once they finally did come out the guy was here for no more than 53 seconds before he said «it will have to be replaced» and then left. Fast forward a month or so and I am still battling the home warranty company on covering the unit so I decide to look into just paying for it myself. When I call to see how much it would cost I am told to call back because the lady in the office was on the phone with a manufacturer and didn’t want to loose her spot in line. I thought weird but OK. I call back a few hours later to inquire about getting this all taken care of and again I hear the sob story about how «busy» they are, actually I think she said «swamped» this time so my bad… anyway I would have to call back again later if i wanted the owner to work up an estimate for me but it would have to be much later today or probably next week.
Well I will be calling later this afternoon but it will not be to Pro Air… I prefer to work with companies that value customer service.

These guys are the first people I call whenever I have an issue with my heating and AC. My house is old, so my system is old, but they are always able to help me out. Very friendly, always on time and never too costly. I hope they are around forever because I would never want to use anybody else. Thanks for all your help over the years!

Great service, customer service office rep. went out of her way to help us with a difficult situation with tenants at the property who would not allow admission upon proper notice, with warranty company who would not provide anything in writing, etc. Once tenants finally moved out Pro Air was able to get into the property and help us with installing a new wall heater (not many around today) at a reasonable price, in a quick manner, friendly and supportive. She was great to work with and the installation techs did a great job — new unit looks great, left the place clean and even took away the old unit we thought we would have to take so saved us that extra step. Definitely recommend Pro Air.

Customer service and scheduling needs a lot of improvement.
Attitude and follow through need help here.

This is THE WORST AC/​Furnace contractor ever seen in business. The lady at customer service, Joann (a secretary who apparently did not finish the basic school), after being questioned about the service started to yell on the phone shouting that she does not have to answer any questions (huh? you are a contractor, you must answer them all!) and then, based on my immigrant accent (I am latino BTW), she ended her rant shouting that she does not know where I came from and she does not need to be talking to me anymore, and just hang up!
That’s an amazing rant by a sub-​level uneducated person that has a meaningless job (and only has it because by her husband is the owner of the business) in a meaningless company.