Aire Serv of the Willamette

They installed a furnace and every couple of months, it just stops working and we have to call them to come out to fix it. They say it's normal, but I've NEVER had a furnace, let alone a NEW furnace stop working this often.

On top of that, Every single time we have to call, they tell us our address is outside of boundaries even though it isn't. We're PAYING MONTHLY for a service that has them come out every so often. The call center they use says they'll have someone call us. Then no one does. Then my husband calls back and gets the same answers, but no one ever contacts us and it goes on for a few days while we're stuck in a 60 degree house. It's freaking ridiculous and we're super unhappy.

Terrible service. Will not use again. I bought a furnace from this company when I bought my house 9 years ago. Each year is a hassle to get service visits scheduled. Monday, I called to schedule my winter furnace inspection, as part of the service plan I purchased. They never work pro-actively, and if you forget to schedule your seasonal check ups, you'll never hear from them AND it breaks your warranty to not have them service it.

I was surprised to find out they could come the same day, weird since they are Salem based and I'm in Portland. I gladly said yes and selected a 10-2 window for the tech to arrive. At 2:15 I called to get an update. I was told they would reach out to the tech to check in with me. It didn't happen. At 3:15 I called again, and was given another number to a different call center. I expressed my frustration and asked to get a manager to call me. They said they would pass on my concerns. 15 minutes later the tech shows up. Of course, they do not have the right size filter for my unit, and put in one that is 1/3 as thick. My filter size is not covered under the service plan. I expressed my same concerns to the tech, who did do a good job on the unit. He said he would include it in his notes to get a manager's attention. Two days later and I have not heard anything.

This is my experience EVERY time with Aire Serv. No consistent clarity on what is covered in the plan. Visits are only scheduled by request even though the warranty depends on them. Service runs late. Even after expressing concerns several times, I have never had anyone follow up with me, and I know that from looking at my notes I started keeping when I called them in the past. I've told my realtor to not recommend them any more, as that is how I found them. I'm posting this review to warn you as well. Go somewhere else.

WARNING: Ineffective Service & Unauthorized Billing (1/5 Stars)

I am a long-time customer of Aire Serv of The Willamette, but my recent experience has been unacceptable and has led to formal legal demands. I strongly caution anyone against using their services. Like previous reviews, this is not about the technicians, they have always been great! This business is (recently) very poorly managed and basic administrative and communication practices are non-existent.

1. Faulty and Overpriced Repair ($904):
On August 13, 2025, I was charged $904 for a service (refrigerant refill) that was completely ineffective and unnecessary. The AC unit failed again shortly after. I consulted three independent, licensed HVAC providers who all confirmed that the correct and necessary repair was a coil replacement, not just refilling the refrigerant. I paid nearly a thousand dollars for work that was confirmed by industry experts to be the wrong fix for the problem.

2. Persistent Unauthorized Recurring Charges & Zero Response:
This is the most egregious part of the experience. I explicitly submitted a written request to cancel my maintenance plan on August 26, 2025. Despite this clear cancellation, I was improperly charged $24.92 on September 6, 2025, for the maintenance plan and again on October 7, 2025.

Worse, there has been absolutely zero response from the business to any of my attempts at resolution. This includes ignoring my initial written requests, my Final Demand Letter sent via CERTIFIED MAIL on September 16, 2025, and their refusal to even respond to the Better Business Bureau's attempt to mediate this dispute. They are continuing to charge my credit card for the canceled maintenance plan while refusing all communication.

If you value your money and need a competent, responsible HVAC company, look elsewhere.

I have been with Aire Serve for 6-7 years on what I believe they call the 'maintenance plan'. The first few years things went flawlessly. My payments came out on auto pay the technicians were wonderful, the staff was great. I was extremely happy. I want to be clear. The technicians have ALWAYS been wonderful. I have yet to meet one that didn't do a great job. This review is purely based on horrible administrative skills.

A few years in I get a letter stating I had not paid, somehow auto pay was kicking my money back. They were rejecting my money. I paid them via check to get caught back up. I did everything on my end to resolve it. I started to get nasty mail saying I was going to be sent to collections. I called, I proved I had paid my bill. Issues continued, back and forth every year. Eventually I was sent to collections with no warning, when I called to bring this up ..magically my address no longer worked?!? I showed proof I had been doing everything I could to pay my dang bill. I said I am no longer doing auto pay. I'm over it, I will pay via check once a year, they then raised my rates because I was paying via check once a year. I was fine with it even though I didn't think it was right because their auto pay was not accepting my payments properly..but for less stress I was willing to make this chaos stop. So I paid via check ...

Now to current issues, I called in to schedule my furnace maintenance. They can't schedule me because they are at the call center and I am out of their zone. Someone from the office will have to call me back. I've called 4 times with no return phone call. I asked today how do I call the main office, I was calling the main office number but they didn't answer so it came to me. He offered no resolution other than another email for them to call me back. (Which the previous 4 emails had not worked).

I'm not sure how a company like this continues to operate when basic functions like scheduling and auto payments can't even be regulated and managed properly.

For those who think maybe the poster is the issue, all my bills are on auto pay, I pay my bills, my dads house bills and my rentals. I have no problems with managing paying bills. Airserve is the only place I have encountered such issues.

When a customer is literally throwing themselves at the business and there is zero follow through, it's disgusting!

I don't typically write negative reviews because every workplace has bad days, but this is not acceptable!

Matthew and Hector showed up on time and completed the whole job quickly, efficiently, and professionally. It's the first time I've had a furnace replaced, as well as a thermostat and a return air vent cover. Everything went very well. Matthew also did a final walk thru and gave me some information about my system and some maintenance items to consider. Francisco was very helpful in selecting the furnace and other equipment, and setting up the timely installation. All in all it was a very good experience and I will continue to use Aire Serve of the Willamette for the foreseeable future. I have and will recommend them to all.