Michael Bonsby HVAC, Plumbing & Electrical

I am somewhat disappointed with how things went yesterday. I called out for a routine service check for my 2 AC units @ $~150 each. I don’t know much about HVAC…certainly not as much as a technician. I received a quote for $1,800. The units were installed in 2001, so I was a bit surprised. I didn’t really understand what the 3 different items were for, so I sent the quote to ChatGPT, and was advised not to approve that much money for units that were that new. I chatted with Curtis, who is very knowledgeable and professional. In the past, I have had bad experiences with other HVAC co’s, once being quoted $20k for an issue that ended up costing me $150 to resolve. So, I am always cautious of the “upsell”. To Curtis credit, when I declined the $1,800, he did emphasize that only one of the three items was absolutely necessary, and the other two were enhancements to my system however, by that time I had already made a decision not to proceed. I am a career salesperson, and have done plenty of upselling myself…that’s what we’re paid to do, so I get it. It’s difficult when a technician is there and can do the work immediately - there is a pressure to buy/sign, and I assume many customers like myself are disadvantaged when we’re shown different electrical draws and pictures of faulty items that don’t really mean anything. It’s even possible the $1,800 quote for the fix and two upgrades is fair and reasonable (despite ChatGPT’s recommendation…which didn’t say an outright no, it suggested I ask a lot more qualifying questions….but I wouldn’t understand the answers anyway, so I decided to pause) so, ultimately, I ended up paying $300 for the visit, and potentially haven’t addressed what needs addressing. For my part I need to regroup, spend time understanding the quote better, and get some additional opinions before I can make a decision. I don’t know that there’s any fault or blame here, its just a reflection what likely happens every day in the HVAC industry, and we’re reliant on these companies to act in the clients best interests as well as their own.

My technician, Yonas Mekonen, was professional and arrived within the scheduled timeframe. However, the overall communication throughout the initial service visit was lacking. I was not provided with updates regarding the diagnosis or next steps unless I specifically asked. As the occupant of the home, I believe I should have been kept informed, especially given that the indoor temperature had reached 90°F during a heat advisory. Additionally, the indoor utility closet was left open, and one component was not reinstalled properly, instead being left on the closet floor.

The system required both a refrigerant leak repair and the replacement of another component, which required ordering a part and extended the repair by approximately one week. While I understand that parts are not always immediately available, I would have appreciated clearer communication regarding the repair timeline and any temporary options that could have helped maintain a safe indoor temperature while awaiting the repair.

The repair was successfully completed on June 26, 2026. Unfortunately, after the repair was completed, the same component was once again left on the closet floor rather than being reinstalled properly, suggesting a lack of attention to detail.

Overall, my concerns relate primarily to communication, professionalism, and the quality of the final cleanup rather than the repair itself.

Darnell came to home and prior to looking at anything, he sat down and talked to me about my needs. He asked me questions to ensure he would be able to provide the right service to me and my family. Afterwards, he did a thorough inspection of the system and sat down tobgonober my options. He reviewed every detail of the work to ensure I had a full understanding of what my money would be paying for. Their prices were fair, the knowledge and customer service were impeccable. I know that I'm getting quality equipment and feel confident in a quality company who will stand behind their work.

James is very knowledgeable and is a true professional. In addition to servicing the HVAC Unit, he also provided a full review of the scope of work he performed on the unit, along with photos. Additionally, I had inquired about an energy saving thermostat and James also provided me proposals/recommendations. Thank you James and I'll be looking forward to you next service visit in the Fall. Much appreciated!

We were very satisfied with the technician, Kia, who came out to repair a broken water line in our garage that had frozen during the winter. She was friendly, professional, and kept us well informed throughout the repair process. After making a trip to the hardware store for supplies/parts, she completed the job efficiently. Kia definitely earns 5+ stars for her work.

That said, we also experienced some sticker shock with the overall cost. The repair on a relatively short section of pipe and an outdoor spigot came to over $1,150. The total time spent, including the parts run, was about 2.5 hours. I’m not a plumber, but a similar pipe and fixture in the rear of the house was repaired about two years ago by a different plumbing service for less than half that amount… and in less time.

While we’re pleased with the quality of the work and the technician, the pricing felt high for what seemed like a small, non-critical repair that used common plumbing fixtures and parts.