Estes Services

Scott A.

Estes has screwed up at virtually every point of contact. Installers and service techs have arrived without the necessary supplies despite the work order (issued at least one day prior) being quite clear what the work was. In the latest fiasco, this wasn't even noticed until the tech was on his way at 2:30 pm, after I had spent all day waiting for him. I was promised the 8:00 first slot the next day; instead the tech arrived at 10:30 am after going somewhere else first, then (I realized later) didn't perform two of the three manufacturer-recommended annual service items on the unit. In a previous incident, the installer failed to maintain the water in our geothermal system, leading to me having to call the geothermal service techs (another company) to bleed the air Estes had introduced into that system. At this point, I wouldn't trust them to operate a faucet, let alone work on one.

James E.

I'm understand Covid has changed a lot of staffing models, but I reported a maintenance issue in October for them to tell me there were no open appointments until January 4th. I take off today to revive a call that they can't make it and to try next week. Spent so much money on this system but it seems like regular maintenance is just a haste to even get someone to show up.

Donna M.

Your website is so informative! I live in central Texas and have a heat pump. I had some concerns because I have never owned a home with a heat pump before this. While I read your website, all my questions were answered! If I lived in Atlanta, I would certainly trust you to come fix my HVAC system! Thank you for your excellent information!!!!

J W.

Rip off! We purchased a new heating cooling system three years ago. The Carrier unit was installed by Estes. We purchased a maintenance plan through them as well. We had a few issues with them on install but they did come back and fix the issue. Each time they come out for maintenance they attempt to upsell additional filtration, which is frustrating but I get it. Fast forward to this weekend. They were at our house for the regular maintenance 3 weeks ago, no issues. Saturday the heat is not working. The error code states ignition lockdown. We contact them Saturday and they state they could not come out until Monday. A technician comes out on Monday we were told it would be a $59 service fee which was already discounted because we have a maintenance plan with them. he spent an hour troubleshooting the issue and informed us we need a new circuit board. I do understand things happen but again the unit is only three years old and we have a maintenance plan with them so not exactly sure how a circuit board can go bad that quickly. but the parts are still under warranty so we tell him to order the part give us a quote on replacing it because we will be charged only for labor. The first quote we received was over $600. and when I questioned why it would be that much labor the technician called back within five minutes of leaving our house and dropped it to $400. they come out two days later to install the new circuit board and keep in mind they have quoted us $400 for the work, the technician was here for 30 minutes. The technician was very pleasant but I was told I needed to contact the office for questions on the invoice. When I contact the office to ask about the rate for labor I was told that they were a flat rate shop but they would have a supervisor call me to discuss. I did not receive a call back, so I called them back the next day at which time I was told that is a flat rate quoted per job. again I question why a job that took 30 minutes would be charged $400 for labor and originally quoted at over $600. again I was told they don't charge an hourly labor rate that I'm paying for the job and the knowledge and professionalism of the technician. I understand charging a flat rate what I don't understand is why you would price gouge a customer who just three years ago paid a large sum of money for you to install the system and has been paying you maintenance. So again they will provide no details as to why they felt the need to charge me over $400 for a 30 minute job which is especially concerning because they knew what part they were putting in and they had a general idea of how long that would take the technician and they knew it would not take over an hour. so my advice would be although they have very nice technicians I don't see any value that we're getting from our maintenance plan and if you choose to use this company you need to get multiple quotes from other companies. what it seems like to me is they are arbitrarily coming up with how much they think they can charge you for the job and that amount is considerably higher than other service companies. when they quoted $400 I thought it would take them 2 to 3 hours for the job and was willing to pay that because this is the company we used for install and maintenance but obviously they do not value that customer loyalty and it seems their pricing strategies are shady at best.

The D.

Second review of Estee's... First time, we had just bought the place and had the sellers have Estes come and do a complete inspection and repair some things. Upon trying to use the AC the first time it would not work! They sent a very rude service tech, who said it would be around $1200 to repair... Keep in mind we just bought the place and had Estee's inspect everything!... must've been a horrible inspection job. I wrote a review about my experience and a manager called because of the 1 star rating on yelp, I told him why, he said he understood and that they would give me a discount on the part that I needed. (somehow I feel he only reached out so I would change my review) They sent out Nick who did a nice job and repaired what they should've done to begin with! What a horrible way to start a relationship with a company! Came back out to install a blower motor later, I had Nick do it and he did a great job. So I even bought a service contract with them against my better judgment. Now fast forward I just had them come out and do an inspection to make sure everything was up to snuff for winter, and they said everything was good. Fast forward, just tried to turn the heat on and nothing happens! They said that they'll send somebody out but it'll cost me $59 and I'm sure a lot more for the part they will find a problem with. (why, ???they were just out here to make sure it was ready for the season)... not to mention... Get ready for this, my appointment window was from 8 AM to 8 PM!! (I believe that's called a day in English) Really? Is this what you do for your people that have contracts with you?... also told them many times that I would not be ready to be there until after 1:30, also requested that a manager call me back, twice! As of now nobody has called me back yet! They say perception is reality when it comes to business, my perception is that they will nickel and dime you, and do everything possible so they can come out again again and again. $59 for a service call that should not happen, I don't even know what it would be if I did not have a service contract with them, I do know that service is only for people that can afford it however other than that I guess you're screwed. As soon as my contract is up I will not renew, I wonder if the devil is offering a contract it seems like a safer choice... fancy trucks, poor and unreliable service. Update!... still no manager call, seems like my control board needs replaced at a range between 900 and $1400... Funny how something new goes out after each inspection huh? Update #2... OK, the tech just left and I went up to go take a picture of the board to order a new one and do it myself, (I am rather handy and not an office at such things)..noticed there was a loose wire... Plugged it back in and now everything works perfectly! Good thing I didn't pay for that""""fix"""".

Mike B.

We started with Estes 7 years ago, we had them install a new system for us and service it twice a year... Joshua and Nick usually would do our service and were really good... Our last service call involved some repairs installing a control board. My wife is very ill and I told them we need to get it fixed as quickly as possible. We called on a Saturday and they arrived at 6:00 pm Monday, not a quick response... I am also a home builder and have given many referrals to my clients to use Estes for their service work... We were loyal clients.... They sent Macay not Nick for the service work... it took from Monday evening until Thursday afternoon to get the repair accomplished with a lot of infighting with Paul at Estes ( rudest person for customer service). When Macay finished the work I told him we need to continue the winter service... which also includes the humidifier... The humidifier is older but has always functioned well and the other service techs had no problem for 7 years of service... Macay said it was too hard to get to it and I advised the other techs serviced it fine... He then began to berate me for even having this type of humidifier. He said all kinds of chemicals are getting in my house because of it. He basically removed all the parts just to install a new filter, upset and complaining all the time. He finally got it back together. He then checked another hose and pulled it off to see that it was not clogged, when he put it back on he torqued it so tight it severed the pipe and told me it would cost $95.00 to fix it. I refused... He broke it... About 30 minutes after he left the humidifier was pouring water out of the case... Later I took the case off and he did not have the filter in place properly and had used pieces of a cardboard box to keep it in position. That did not work... I removed the card board and simply pushed the filter in place and it now works fine... Estes has lost it's way based on the type of people they now hire. They are not honest or timely and the customer comes last... I will never use them again!!!! What a disappointment. Mike B

Lydia W.

Their service call is too expensive. The service people are nice, and if it wasn't for my service person being so nice, I probably would've continued searching elsewhere. The service call plus the cost of service is what you will go broke on. The customer service from their technicians is what will keep them afloat.

Ginger P.

Sean Haynes came by for our regular AC and furnace services and did a great job! He was very informative, friendly, courteous, and professional. Even better, I was at an impasse with a bathroom reno I was doing and he helped me out tremendously. In just a minute or two, Sean was able to get the rest of my old 1970s shower door frame off, and I was able to get on with the project. Sean went above and beyond today, and he's my hero!

Jeanne D.

The service technicians have been great. We have had Richard come out and service a Rheem tankless (horrible product put in by our builder). Richard serviced kept it going. The tank finally died. Dylan B. came to the house and talk to us about a Navien tankless. Had it installed yesterday and it is everything he said it would be. Thank you for that experience. On the other hand their Customer Service (folks taking the calls for service) need major training. Even the supervisor I spoke to needs training. I wrote a review directly to them and no response. If you can get past this team's incompetence and engage with a tech it is worth the aggravation.

K C.

I used Estes before and it was Ok. The latest experience was so horrible that I had to switch -- and will never use them again! It was a simple free water heater replacement estimate -- yup, they managed to mess it up! The initial experience of scheduling the on-site estimate was straightforward, and the technician showed up on time. He gave me a quote on the spot and told me what would be included in the quote and said would send me an electronic copy of the quote describing services included --- I specifically mentioned I needed that. What I received was an invoice with only the quote amount -- no details (e.g., no warranties, whether expansion tank, piping will also be replaced). So I emailed them to ask why. Their email responder said they're a flat rate company and do not provide further details -- wow! Why would you tell me this when the technician said he would (are you suggesting that I lied?)? Estes is a large company with a lot of experience. I was shocked to see such a response. Unclear what the exact motivation was on their side, they called me, and I returned the call and talked to a customer service person; she was more knowledgable than the email responder and said they would send me an updated invoice listing the items and services that were included. She informed me the technician was off that day, so I would not receive the updated invoice on that day, which was fine. Days passed, and I had to write to them again (due to no updates!) to ask for the updated quote. Then, and only then, they sent me an unprofessional email with a few lines of hastily-written text about the items -- I imagined those were probably the technician's notes. Overall, this experience was horrible, disrespectful of my time (for a simple estimate!). Email responder was not knowledgable (which led to the impression of dishonesty and customer-blaming -- saying they couldn't provide details while they clearly could and in the end did provide some); technician/company broke promise for providing standard information; long delay in sending simple information (promised in the first place); unprofessional communication. Needless to say, I did not proceed with the actual installation, and found another company (wonderful to work with --- responsive, respectful -- that gladly provided a detailed quote). I had seen negative reviews that said Estes used to be great and just went down hill over time --- I didn't believe them because my previous experience was OK, so I went ahead with getting the estimate. Clearly, I regretted my decision and now I'm one of the former customers who will never use them again, and am warning others to stay away. I don't know what's happening with Estes --- this is sad!