Neal Harris Service Experts

Brad C.

I am averaging out the experiences with two technicians that my wife and I dealt with to come up with this rating. First off, we were very satisfied with how quickly someone was able to come out. My wife called early on a Monday morning, and someone was out later that day. However, the technician that came out provided terrible service. Rick was constantly rude to my wife, snickering and making constant sarcastic remarks to anything that she would tell him regarding the issue. Yes, I acknowledge that my wife and I are not experts in plumbing nor in the terminology related to it, that is why we called the company for someone to come out and help, not to demean my wife. Rick left our house complaining about a lack of parts, and was very pessimistic about being about to locate one. We heard back later that they had, and got an outrageous price quote from Rick for everything. However, we were already heavily invested in the situation and scheduled a follow up to replace the part. The follow up was later that day (again, much appreciated), and a different technician, Justin came out. Justin was extremely professional, efficient and not demeaning in the slightest, even taking the time to show me some additional damage to a handle and advising on replacing it. When Justin was finished, and asked what the price quote from Rick was, we ended up paying much less than what he had quoted. There was no discussion about it or haggling, so unless the replacement part that was installed turned out to be $200 less than what was initially determined by Rick, I'm unsure why the initial quote was so high. Overall, we are completely disappointed in the unprofessional attitude, service and pricing from Rick, but totally satisfied by the second technician Justin. I would definitely use this company again due to the prompt reply, the technicians came out when they said they would, and the (after adjustment from the 2nd tech) pricing, as long as I was able to request a specific technician come out.

Daniel C.

I own a house in Lee's Summit, but wasn't in town when the AC stopped working this past Sunday. Called Neal Harris and they sent out a tech who, after a couple hours of inspecting everything inside the house and the heat pump outside the house, said I needed a new thermostat and would cost $595 to replace it, but he would have to order it. I paid Neal Harris a $99 service call charge and told the tech to let me know when they were able to get the new thermostat and I would decide whether it was worth $595 to have them install it.

Shortly thereafter, I found online a new identical thermostat to what I already had for $25, had it shipped to the house and my sister installed it. Still the AC did not work and this time it was tripping the 220v circuit breaker. I called Neal Harris again, told them I replaced the thermostat, but AC still not working and they sent a different tech out on Wednesday because the first tech said we needed a second opinion from a more experienced tech. That tech said everything on the AC works fine but I need a new circuit breaker, but I would have to call an electrician because Neal Harris doesn't replace circuit breakers.

Thursday I had a friend replace the circuit breaker and the AC kicked on and ran for 4 hours before shutting down again. I called Neal Harris and said we have done everything they said to do and AC still not working, so the very nice lady who answers the phone said they would send out their more experienced trouble-shooter.

This morning (Friday) Neal Harris sent out their field supervisor, I think, who inspected everything inside and out and said that we must still have a bad thermostat when all of a sudden he discovered that there was a small electrical plug that had vibrated loose inside the control panel on the heat pump. He plugged it back in and the AC kicked on.

Thus, it appears that the two prior Neal Harris techs never saw the loose electrical plug and I did not need the new thermostat nor the new 220v breaker that I replaced, but instead the electrical plug inside the control panel just needed to be plugged back in. Because the first two techs missed this simple fix, we went almost a week without AC and replaced a thermostat and breaker that we really didn't need. I'm just glad that I didn't pay them $595 to install the thermostat.

Draw your own conclusions about whether to use Neal Harris. I'm giving them 2 stars because I really do appreciate the fact that Neal Harris' third tech discovered and fixed the problem . . . and he recharged my freon (2 pounds of freon for which I paid $236, which he swears does not include a service call charge). For the record, I have used Neal Harris off and on for the past several years ever since they installed my HVAC system, but this is the first really bad experience I've had with them.

Tyler H.

In brief: The Plus Maintenance plan was not worth what was promised.

In November, when I set up my Plus Maintenance agreement, I was told by the technician that I would receive a 5"" air filter as part of the package. To prove this, he gave me a 5"" filter on the spot. I paid the $159 for the service ON THE VALUE of the filters supposedly provided. Today, I was informed that these filters are $70 ""off the truck"" and that the value of paying that OUTRAGEOUS price was that the technician, who was already in my house, would install the filter for me. Since I was promised a free filter, I did not see this as a value. I know it's not Rick's fault, so I am not blaming him. It is clearly the fault of the technician who sold me this package falsely. Neil Harris Service Experts should be responsible for their employee's claims, though. Rick called his boss and had me talk to him about the filter. He offered a discount of $20, which would still put it WAY above retail price. When I told him that this didn't satisfy the promise that was made by his employee, he merely apologized. This is an unacceptable business practice.
Furthermore, there was a problem with my solenoid valve on the humidifier. It runs constantly, not just when necessary. I have been manually removing the connecting wires to stop the flow all winter. I asked Rick to check the wiring to fix the problem, but he merely replied, ""The wiring's fine."" Clearly, if it is running constantly, then there is still a problem. It would seem like this is part of what I paid for in my Plus Maintenance Plan.

Cynthia L.

They only get 1 star because I can't provide a negative star review. They are decidedly not an honest company. I had a written estimate from them for less than $1,000 and when they showed up to make the repairs wanted to charge $3,000.

Here is a brief summary of my experience with them:

June 2, 2014 - scheduled a service appointment with Neal Harris as ac was out.

June 3, 2014 - Neal Harris Service Technician provided a written estimate for ac repair that detailed a price of $842. I agreed to have them perform the repair and had them order the parts.

June 7, 2014 - a different service technician arrived at the house to complete the repairs and stated it would be $3,000 to do the repair. I protested that was a ridiculous increase from the original estimate and asked to speak to a manager. This service technician than ""recalculated"" and said it would be about $2,400. To which I again asked to speak to a manager. I was told I could not as this was a Saturday and had to wait until Monday.

June 9, 2014 - service manager contacted me but I was unavailable.

June 12, 2014 - I spoke to the service manager and he offered to come out to perform a NEW diagnostic but still insisted that it was reasonable for the company to not honor the estimate and for it to go from less than a $1,000 to somewhere around $3,000 or $2,000 as he quoted yet another price of $1,900 taking one of the pieces of equipment off the original estimate. He also stated that a part that was originally priced at $60 was their purchase price and it should be sold to the customer for $268. To me none of this seemed like fair business practices but rather a bait and switch scheme to swindle the customer. I feel a business should make a profit, however this seems ridiculous and outrageous as they also charge a service fee for time so it is not something that is built into the price of the parts.

Greg C.

I've used Neal Harris now for about three years and I recommend them. They always show up when they say that they will and are quick and professional. Last summer, my A/C went out during 100 plus temps and they responded quickly. I ended up having to have the unit replaced, but they installed a temporary one until the new one could be installed. I was very happy about this, because the house was an oven inside and while I could handle it for a few days more, my elderly dog wasn't handling it well. I've used a few other well known companies in the Kansas City area over the years, but the service was inconsistent and sometimes, it seemed like I was being sold something I didn't need., so I'm very happy that I found Neal Harris.

Charles P.

We have been customers of Service Experts (Neal Harris) for many years and have always had Excellent Service! Their Techs are all well trained and are always very professional.

Lexi A.

This company should be ashamed of how they do business. They just recently went out to not a young man with cancer and in my opinion took advantage of him. Neal Harris charged him 1100 hundred dollars for a pressure switch which should have been around 200 dollars and didn't even fix the switch that they claimed was broken. Do you not feel bad that you left the man without heat for two days?The technician that was there should not only take a class in customer service but one in morals as well. Shame on you for treating people this way . I'm sure this was not the first and probably will not be the last. I would never use this company nor would I EVER refer them.

Bryon C.

The initial response and diagnosis was great. I called on Saturday Jan. 4th and Chet came out within 2 hours. He diagnosed the issue and said he could order the part. The furnace is under warranty with Rheem as it was installed in May 2013.

I didn't hear anything more from anyone until I started calling for status on Tuesday. Then it was as though I was an inconvenience. No one could tell me what the status of the part was or the cost of the repair.

Finally today at approx. 10:45 I received a call, saying they would like to know if they could make an appointment for sometime ""Later"" this week to get my furnace repaired. I had already been without the furnace for 5 days during the ""Artctic Vortex"" freeze.... through -10 degree temps at night and they wanted to come ""Later"" in the week. I expressed the desire to have it repaired today. They were able to schedule the time and told me the cost would be $289.

After already paying the initial $99 for the service call... and now $289 for less than 30 minutes to replace the board... Nothing like paying almost $700 an hour labor rate.... NEVER AGAIN!!!

Brandon B.

Don't bother using this company. Not only did they give a long window of which they would come for an appointment, but they never showed up. I had even called to see where they were and they never called me back. I really wish I would not have taken off work that day to stay home for the appointment. When I finally got a hold of them the next day they did not even bother to apologize.

Cassandra H.

Service tech was late on the appointment time, which was 2-4 pm and did not show up until 4:45 pm. Then tells me it is the thermostat on the furnace and air conditioning and replace it but does not tell me the price until after he done. Charges me $560 for a Pro TH 4000 Series Honeywell thermostat when you search the internet and it only cost $55. Also charge $100 service call fee. Will never use the company again, just a big rip off.