AM/PM Heating And Cooling

Our AC unit was not communicating with the thermostat… although everything looked charged. The AM/PM Heating and Cooling Company sent us a gentleman who had (in his own words) "32 years of experience but forgot some things". After checking the A/C connections he kept calling and spent most of the time on the phone consulting with someone. Eventually, he couldn’t fix it and after four hours he stated he’ll come the next day. The following day, once he and someone else on the other line figured out the what and how to fix it, although my husband was in the house, he omitted to give us the cost before he concluded the job. And when he finished, he quoted us for the repair: $860 plus tax.
I was concerned that he (or his company) charged $95 for each of the 4 hours when he was on the phone. On his recommendation, I called the company’s office and spoke with Marlene. Instead of trying to provide an itemized information about the charges that I asked for, she raised her voice and was unpleasantly defensive, accusing us that we don’t want to pay for the service. I informed her that our intention never was not to pay for our bill. I just wanted more details instead of giving me their jargon, package price, and yelling.
After that, her daughter, Annette, got on the line and while raising her voice as well, she followed her mother’s lead. She told me that her mom was doing me a favor to even speak with me! Never mind that my husband and I were their customers now and previously. Eventually, she stated that her mother had to go. And by the way, to my surprise, Annette also informed me that the bill is not what the repairman stated. That it actually was $1,147.50 plus tax. When I asked for the repair details in writing, she suggested that we could have the work reversed, the A/C won’t work, and we’d pay only for the labor. I called my husband to let him know. In the meantime, the repairman assumed we don’t want to pay and for the repair and disconnected the A/C.
Finally, after calling back and forth with the repairman, and Annette, he connected the A/C again, and Annette settled this unpleasant situation by listing a few items on the bill and 10% senior discount. We paid $997 and hope we’ll never need to call this unprofessional business again.

Re: Our AC unit was not commu ... AM/PM Heating And Cooling replied on Friday, February 5th 2021

It's a shame you left such a poor review when we repaired your unit expertly and quickly. The details are not correct but we don't argue with our customers. We refused to hook up the final wire on the board due to resistance from you regarding payment and did so when the bill was settled. The unit was working excellent when he left and I'm sure you enjoyed the relief from the heat. You were far better to have had AM/PM Heating & Cooling complete this repair vs the company whose name is on your unit. We saved you hundreds of dollars by billing you fairly. Be kind, be honest, be fair is the motto I'd like to share.

Jim Kleiser opted not to leave a text review of AM/PM Heating And Cooling

Jason Larsen opted not to leave a text review of AM/PM Heating And Cooling

They are trying to double bill me for 2-10 home warranty deductible. I advised I already paid and showed them invoice which showed I paid. They are denying saying they alway show the deductible as being paid on their invoices. This is not the first issue with them over billing after service was complete they sent me 2 other invoices in the amount of $450 and $140 when I called 2-10 home warranty to complain they advised me that I shouldn't be charged anything over what I already paid with my deductible and they would contact AM/PM directly. They will not resolve the $65.00. I sent them email with documentation and tried to resolve directly with company and was hung up on. I called back later still with no resolve. So I said I would file complaint with BBB.

Re: They are trying to double ... AM/PM Heating And Cooling replied on Wednesday, March 18th 2020

I'm so sorry you are unable to find the charge that will not exist on your credit card statement and then I wonder, will you change your review? Thank you for your business and I'm sorry that communicating is so difficult for some people.

11 pm - Just got finished with the most bizarre and unprofessional email correspondence with Marlene after trying to figure out why a bill was sent 11 months late with a $10 interest fee. Aside from the 11-month delay, it took over 3 weeks for her to respond to my initial inquiry and only after I prompted again. The service call in question was covered under warranty. Normally we would have a $75 deductible but the technician told us the issue was caused by a previous service that was not conducted properly so they would not be billing the warranty company or us. We have always paid at the time of service otherwise, as is required by their contract with the warranty company. She admits in this email chain to having had an employee who wasn’t properly tracking receivable accounts, but still will not even credit the $10 interest fee. Interest accrued over 11 months where we had no idea there was even a balance - and they had no idea either! I am still shocked that I had to explain to her why all of this is not ok and that she thinks it is acceptable to treat customers this way when upset about a mistake made by them. She even said she could have just charged my credit card without even notifying me! Like I should be grateful she didn’t or something. And like that’s an ethical business practice. Super disappointed as we’ve alway has good experiences with their techs and they seem to be very good at what they do. So good they even know when things weren’t done properly before and don’t charge you. I’m not sure if there is anything I can do about this, but at the very least I will let me warranty provider know if they continue to do business with this company, I will be switching providers.

Re: 11 pm - Just got finished ... AM/PM Heating And Cooling replied on Thursday, March 19th 2020

As is with most business' these days the stress of collections for accounts payable is overwhelming. Ms. La Medica we are sorry that you were treated less than professionally as we were as well. We tried to clarify so many times about recall time limits with your home warranty company and that the service fee was due because it was not a recall. We typically collect the fee after sending the customer the information they need to understand the billing process and their rights and responsibilities. You ignored all other attempts to collect the fee until it became critical with a harsh collection letter. We do not fraudulently charge customers and your credit will suffer no ill affect from our company for the still past due invoice. We work hard to restore heat and cooling to our customers and at the end of the day their satisfaction with our services is what we have. You never stated how we were efficient or courteous or timely. That's what others need to know when they read reviews.

Good service, bad customer support. They double charged me the service fees, once at service time, and another time a year and two months later claiming they did not receive the first payment. When I threatened to report this to 2-10 Homeowner, they threatened to report to Collection Agency, so I ended up having to pay. When I asked why did you wait 14 months to request the payment, they answered they sent me emails, which isn't true, not a single reminder email from them anywhere in my inbox or junk. I will report these crooks to 2-10 Homeowner.

Re: Good service, bad custome ... AM/PM Heating And Cooling replied on Thursday, March 19th 2020

As it's our practice to always provide helpful, thorough, and professional service, we're here to answer any further questions you have, so please feel free to reach out at (360) 254-2470 at any time. Thank you. -Greg Johnson, Owner

I think I have been ripped off - what would you think? Called AM/PM and told them exactly what the problem was. My mini split small heat pump was not working as good as in the past and I found the fitting that was leaking on the indoor unit. I showed the tech the problem and he said it would be an all day job and they might have to leave the vacuum pump running overnight. Then I ask him how much this is going to cost. He said maybe $800 or it could be less. I told him I could buy a new heat pump for $650. He just said he had to evacuate the lines, disassemble the indoor unit (for some reason), run the vacuum pump for hours, and charge the system. My owners manual says the refrigerant may need to be "topped off" in the future. I told him I couldn't send $800 on a $650 unit. So then he charges me $102 for the no service call. He was here less than 15 min. Did not check anything. I am a senior, maybe he thought I was senile.

Re: I think I have been rippe ... AM/PM Heating And Cooling replied on Friday, October 4th 2019

Gary, we've already responded to your message on Yelp, however we also wanted to respond here to communicate thoroughly. Again, it's disappointing to hear you feel this way, as it seems as though there might have been some miscommunication about our standard arrival and diagnostic fee. Whenever we come to fulfill a request for a repair, we diagnose the issue and give our customers the pricing of the repairs upfront. It is up to them to decide whether or not to continue with the repairs, however as we provided a diagnosis of the issue, we kindly request that our customers pay for that basic service. As it's our practice to always provide helpful, thorough, and professional service, we're here to answer any further questions you have, so please feel free to reach out at (360) 254-2470 at any time. Thank you. -Greg Johnson, Owner

Ryan was here today and got our heat pump and air handler in in one day. Mostly by himself. It was very hot in our attic and he had to be up there for hours. Very professional and friendly. We and our puppy are very happy to be cool again. Would recommend him and AM/Pm to anyone.

Re: Ryan was here today and g ... AM/PM Heating And Cooling replied on Saturday, September 7th 2019

Thank you Deby for the wonderful review! If we can be of assistance in the future, please give us a call. In the meantime, enjoy your new comfort system. Kindest regards, Annette at AM/PM Heating and Cooling

A good company to use if you need your ac unit replaced, very knowledgeable, they did a clean job, very professional. The gals in the office are very pleasant to deal with and also knowledgeable about the business. Thank you guys.

Re: A good company to use if ... AM/PM Heating And Cooling replied on Thursday, August 22nd 2019

Thanks for trusting us to guide you through the process of replacing your air conditioning unit, Philippe. Please let us know whenever we can lend a hand again in the future. -Greg Johnson, Owner

Everyone we talked with at AM/PM was friendly and knowledgeable. They clearly love what they do. I appreciate the time they took explaining, giving options and all without pressure.

Re: Everyone we talked with a ... AM/PM Heating And Cooling replied on Tuesday, August 20th 2019

So pleased we could replace your system with quality and efficient Goodman Mfg. equipment in a timely manner! Please do not hesitate to call us in the future. Sincerely, Greg Johnson, Owner