Family Heating and Air
Reviews and Complaints

I signed up for a yearly maintenance plan to take care of my AC, HVAC, and Air Filtration systems. I've been trying to schedule the maintenance for the past two weeks, but every time I call, it goes straight to a voicemail box that's completely full. I can't even leave a message, and nobody picks up the phone. I really want to get a refund for the fees I paid for the maintenance.

I had a really bad experience with Family Heating and Air. I had to go through my home warranty, American Home Shield, and let me tell you, their communication is just terrible. The people there are so rude, always interrupting you. They told me I needed a new fan and ordered it. But guess what? When it finally arrived, it was the wrong one! So they had to order it again. Can you believe it took them a whole 5 weeks to do that? And now, it's been like 3 or maybe 4 weeks since then, and every time I call, I'm stuck on hold forever. I even asked to talk to the owner, but guess what? No response at all. Seriously, if you're thinking about using this company, I'd say don't even bother.

Me and my wife, we hired Family Heating and Air to check our AC system at home once a year. The guy who did the maintenance did a good job, gotta give him that. But the thing that really bothered us was the payment mess. So, after everything was done, the maintenance dude took my wife's car to pay for the service. The first time they tried to process the payment on the iPad, it gave some error message, but my wife's card got charged anyway, and she got a notification right away. So, the maintenance guy calls his company, and this lady, who was pretty rude, tells him to try again. And guess what? They charged my wife's card AGAIN. Now, the problem is that we've called them like 4 times to get that second payment of $90 refunded, but they haven't fixed it yet. It's been over two weeks of us trying to get this sorted out. Every time we call, they take my name and promise to call me back, but I haven't received a single call from them.

I called my home warranty company on July 16 about a problem with my A/C. They assigned Family A/C Service Solutions, also known as Family Heating and Air, to fix it. I called the vendor on July 19 to schedule the repair. They said they couldn't come before July 26, between 8:00 am - 5:00 pm. With no other choice, I made the appointment. On July 26, I called the dispatcher at Family A/C Services Solution in the morning to get an idea of when the technician would arrive. The dispatcher told me they couldn't come and needed to reschedule for the next day, July 27, between 8:00 am - 5:00 pm. But no one showed up on July 27. I called the company and spoke to Reggie, who said someone would call me. But it's now July 28 and I still don't have A/C. It's been 13 days. This is not acceptable.

Family Heating and Air put in a 3 ton AC unit in my house. We had some discussions about the price and I did some research, which showed that I needed a bigger air intake. But when they installed it, they said I didn't need a bigger one. Later, when their service technician came for the annual check-up, they agreed that I did need a bigger intake. But when I mentioned it to the people I talked to on the phone or to other technicians at the company, they said it was fine. Because of the limited air flow, I can't use the best air filters and the air handler makes a lot of noise because it's working too hard. The last technician who came said this: "checked high static on the blower need to increase return filter grill to 18 x 24 x 1 high flow filter grill service complete 3:22 PM Friday May 15th". I haven't complained about it because I'm worried they'll do a bad job when they cut a bigger hole in my wall. But now my son is having a lot of trouble with allergies because of it.

We got family heating and air from our home warranty for AC repairs. When they came to fix it, they said we should pay first and they'd handle the paperwork for reimbursement. But they didn't submit it and Sean claimed we asked not to use the warranty. That's a lie. Why would we choose to pay out of pocket instead of using the warranty? We ended up having to file for reimbursement through the warranty. They also said the thermostat needed replacing during the evaluation, but they keep refusing to do it. They won't talk to the warranty company about reopening the claim and doing the necessary repairs. If it wasn't for the warranty, I'd never use their service. I recommend avoiding family heating and air for HVAC services. They give you lousy equipment, services, and repairs, and their business practices are shady.

They've been to my house 4 times and still haven't fixed my A/C. I've had to wait at least 2 days each time before they come out. The first time they came out to fix my A/C was in April. The technician said it was lint buildup, sprayed the unit with a water hose, and left. Two weeks later, it stopped working again. Family A/C said they would send someone out 2 days later at 12:00 pm. The technician didn't show up, so I called him at 4:00 pm and he told me he never got the call. He came out that afternoon and told me he had to order a part that would take 2 weeks to get, and reset the unit to run temporarily. Three weeks later, the unit stopped working again. Family A/C sent someone out again after 2 days; he said he had to order the part and that it would take about 4 days to arrive, and reset the unit to work temporarily just like the last technician did. I didn't hear from him again, so after 10 days, I called and he said he had tried to call and let me know that the part was in, but there was no call record on my phone. They made me wait 5 days before they came out and replaced the part, which was on June 22nd. The air went out again on 7/12. I have a different company out here right now, and he is telling me that there is a leak and that I am going to have to pay for 6 lbs of freon. Family A/C never properly diagnosed and repaired the problem. During all this time, they have been rude and unwilling to help me. My 83-year-old ailing mother has had to deal with this heat and humidity.

Transaction date: June 15th, 2022. Amount: $89. The company told me it would cost $89 for a technician to come and check my system. I made sure on the phone that this fee covered the diagnosis and any additional charges would be discussed. They confirmed this. The technician arrived and, after about 10 minutes of looking around, told me that the thermostat needed to be replaced and that I owed around $380. I reminded him that I was informed about the $89 service and diagnostic charge, and that any extra costs would be discussed. He disagreed, saying that there was an additional $290 diagnostic fee. We went back and forth, and eventually, he admitted that it was wrong to charge me $380 without prior discussion. I ended up buying and replacing the thermostat, but it didn't fix the problem. The diagnosis was incorrect. I got a second opinion from another company, and they said it was actually the reversing valve, not the thermostat. I had the other company fix it, and now everything is working fine. I called Family Heating and Air again to request a refund for the $89, since the technician didn't do his job properly and misdiagnosed the issue. I spoke to Nora and explained the situation, emphasizing how the technician failed to accurately diagnose the problem. She agreed and said she would talk to the manager to arrange a callback for a refund. However, I never received a call back. I called again to check the status and spoke to Nora once more. She spoke to the manager, who reviewed the notes but still didn't call me back. He told Nora that the $89 was only for them to come to my door and not for any actual services. This was not what I was told. Other reviews also mention paying an $89 service and diagnostic fee. Nora admitted that she gave me the wrong information and said she made a mistake. She then told me that the fee couldn't be refunded, even though I was "misinformed".

This company was supposed to repair our A/C under our home warranty, but they haven't completed the work on time. Around July 6, Family Heating and Air was called for HVAC service in our Destin, FL condo. We paid $75 for the service call. It's now August 18, and the A/C is still not fixed. We've experienced miscommunication, blame-shifting, incorrect parts orders, and now the unit is at the service provider's location. My tenants have been without A/C for 43 days. We've attempted to coordinate repair times without success. After much back and forth, we tried to have the service contract transferred to another company, but were denied. We suspect the delay tactics are to avoid replacing the old A/C unit. AHS has managed this property's HVAC contract for over a decade. Due to the delays, my tenants requested to end their lease early on August 13, 3020. We've filed a ComplaintsBoard.com complaint against AHS and believe Family Heating and Air prefers selling new units over warranty repairs. A similar complaint was filed against them in 2018. We need assistance as we're now left with a condo lacking A/C and tenants wanting to break their lease after enduring a hot Florida summer for 43 days without cooling.