Sensible Air Conditioning

Ilona P.

They did a great job repairing my AC. They kept their WORD. Integrity speaks volumes!!

Nancy H.

Having served as a corporate business owner and executive for nearly three decades, you acquire the ability to marshal your emotions and temper your responses when interfacing with people and trouble-shooting complex customer service issues on virtually a daily basis. But in considering what my family was recently subjected to, I cannot sit idly by and allow another family to be exposed to the level of unprofessional and downright incompetent service we experienced with this company.

Please allow me to explain:

On Monday, 8/17/15, our main A/C unit went out in the middle of the night. In calling our home warranty company, we were told that it would be at least a day before they could get a technician out to address the issue. In contacting our home warranty rep in hopes that she may have some local connections to assist, she referred us to Sensible.

On Tuesday, 8/18/15, an older gentleman came to our home who was anything but congenial, but rather exuded an air of superiority and arrogance when speaking to my husband on his level of expertise, continually touting his ""30 years of experience.""

Three days later on Friday 8/21/15, our A/C went out again (same issue). I called Sensible directly at 8am, but no one answered the phone. I continued calling for 30 minutes straight; still no answer. I attempted one last time before calling my rep, and a woman (who spoke broken English) answered the phone. I explained to her our situation, as well as our predicament (that only our teenager was currently home), to identify and troubleshoot any issues of them returning to our home, in advance. I was assured it would not be an issue to send a tech back out to our home before Noon.

Additionally, I inquired about the previous work order left at our home. The notes said that our thermostat had been replaced, however, the old thermostat was on the wall. But rather than the woman investigating and/or having the rep contacting me to explain he wrote down ""thermostat"" instead of ""transformer,"" I hear someone in the background yell, ""Well, if she'd just look at the wall, she'd see it was the same old box!""

A few hours later, I called my teenager to see if someone had been to the home. She told me they had. I asked if the issue had been taken care of. She said it had not. When I pressed for more info., she said the technician refused to enter our home, due to the fact that it was ""against the law"" for him to enter the premises with only a 17yr old at home (which we had already given verbal authorization to and was granted by the assistant over the phone earlier that morning), and further described the tech as a bit ""off,"" stating that he spent an inordinate amount of time and attention with our dog before leaving our home, and, while pacing back and forth on the phone, his gate was wobbly, consistently losing his balance and stumbling as if under the influence of some kind.

The tech gave his cell number to my husband and told him to call him when I was home. My husband said that he was more available than I was and, if necessary, would leave work to meet him at our home. Regardless, the technician reiterated to let him know when ""the wife"" was home for him to return.

My husband then made the decision to leave work in attempt to assist with the resolution of our A/C repair issue. He contacted the technician to coordinate schedules, but was told that he was involved in too many other service calls and did not know when he could get back to our house. He then contacted our home warranty company to debrief them on what had transpired to-date, and to reach out for assistance. They were able to contact Sensible and have the same tech come out later that evening.

While eating dinner, the same tech showed up, intentionally avoiding eye contact as he hustled in and out of our home, and making no effort to set us at ease that he was going to do his best to take care of us and our unresolved A/C issue.

When finished, he told my husband that ""in his 30 years of experience"" (here we go again) he had never seen anything like this. He did not know what the issue was, but that he installed a fuse to bypass breaking the transformer, should the issue happen again. He also informed my husband that he would not be back to our home again.

Two days later, Sun 8/23/15, our A/C went out again.

Because it was a Sunday, we could get no one to answer our calls. In desperation, we contacted one of our ""preferred vendors"" to give us a no-cost second opinion. I was shocked to learn that the Sensible technician had installed the fuse on the wrong side of the equipment, and absolutely floored to furthermore learn that he used a junior 3 amp fuse for our high-voltage system, causing it to short out each and every time.

And the clencher...??? This ""30 veteran technician"" is the OWNER of the company!

UNBELIEVABLE!!!

As a quality business professional, we should be learning from the EXPERIENCE of others, NOT at the EXPENSE of others.

Carter H.

We had a storm in January where the drain pipe or tube from the A/C blew off. I had to put the drain back up and it has been their every since. I have used the A/C since April with no leaks. In June I noticed that the drain close to the unit was dripping onto the roof. I called my warranty company to fix. They sent out Sensible Heating and Air and they sent out a technician named Dan. He called me two hours before the scheduled time not to ask if he could come by but to tell me he was coming now. He then spent another 50 minutes before coming. Dan spent more time lecturing me about how I shouldn't of had anyone other than a company to put the line back up. He did not try to add advice and he was not tactful about it, he insulted me in my own home where I live. He was rude and condescending to me and very disrespectful. I don't know what his qualifications are on the roof but he should not have any direct access to the customers. Sensible needs to send Dan with a quality CSR to talk to people and not insult them in their homes. In the end, according to Dan, the line had just come out and there wasn't anything to do. So he said he felt bad and would put some other straps up on the line. If your don't mind rude business transactions you might give them a call, but if you are a nice person who likes to be educated and taken care of in your home, BEWARE OF SENSIBLE HEATING AND AIR CONDITIONING.

T N.

Dan came out to my house last week. He was quick to look at and take apart the AC unit. Dan found the issue right away and had me fixed up and on my way within an hour. Thank you Dan . I HAVE AC AGAIN!...

I have used other company's to fix my ac at another house and had nothing but issues. not with this company and especially Dan!

Tommy From Gilbert

Alyssa H.

STRONGLY, STRONGLY RECOMMEND YALL TO STAY AWAY!!! Their business is a joke!

If I had one word to describe this business, I would say ""disgusting."" My house was 99 degrees upstairs for two-and-a-half weeks (even after multiple calls and attempts to contact them) and they didn't make an effort to come out and fix it. They said that when they came they would charge me for disposing of the old parts and for cleaning up. If I'm not mistaken, that is part of the job. They tried to charge me an extra $200 for that.

Finally when their people said they could come, they said they would come between 4pm and 5pm (three weeks later) but they didn't show. I called to follow-up and see if they were coming, but there was no answer, so I left my home for the evening. They decided to show up at 7:50pm, called me to come home and let them into my house, so I returned upon their request. When I got home, they were gone!! I drove an hour home to find no one there. Needless to say, I felt like an unimportant customer and completely used.

I am appalled at the lack of communication, COMPLETE ABSENCE of customer service, and incompetence to call me, a paying, concerned customer, back. I paid good money for this service, the least anyone deserves is quality service and professionalism.

STRONGLY, STRONGLY RECOMMEND YALL TO STAY AWAY!!!

Kim F.

I called my home warranty company because of major issues with the AC unit. First they sent out some jerk from extreme cooling. He went through the house and said that the AC unit was fine. REALLY. The next company I called out was more interested in selling an expensive AC unit. I went back and forth with my home warranty company. They sent out sensible heating and air conditioning. John Smith is absolutely amazing. He found the problems. He was on the hot roof for 3.5 hours. My husband has major medical problems and is on oxygen. This man cared. Thank you so much.

Tiffany H.

I was pressed with their service. My warranty company referred them. They gave a 2 hour window, where most companies give 4, and they called before they showed up. They arrived in the middle of the window, where other companies came before the last hour. They had my AC backup and running and cooled off in less than 30 mins.

J B.

I was assigned Sensible air from my home warranty company. This was the 3rd company assigned to fix my furnace, I had intermittent heat. Previous company (cnn refrigeration) had 2 different techs show up who couldnt fix the problem then they missed 3 appts so I demanded another co. from warranty co. Dan showed up on a Saturday during window I was told when scheduled. He fixed problem and I have a working furnace. I read other complaints prior to Dan showing up and can honestly say I did not have any problems, very satisfied.

Bob A.

UPDATE: The technician was scheduled to arrive between 5 and 8 PM, three days after the call to the warranty company. He arrived at 6:30 and got right to work, diagnosed and repaired the problem. Good thing I had outside lighting, it was dark before he finished around 8 PM -- and left for his last remaining call of the day!

In the end the unit was fixed and Sensible Air and the warranty company both fulfilled the letter of their obligation, so I'm satisfied with that. But initial communications need to be better: no client wants to be left hanging wondering when they'll hear from you, even if it is your busiest season and you're backed up until midnight.

Rating upped by one star, from ""Meh"" to ""A-OK."" Satisfied, not delighted.


ORIGINAL:
Just because one service call was OK doesn't mean the next one will be.

We have multiple A/C units and a home warranty. In May, one unit failed and the warranty company sent out Sensible Air, who responded in a reasonable time and the tech spent time both on the ground with the compressor and in the attic with the air handler to get it fixed. I was fully satisfied with the service.

Now a second unit is out. I placed a call to the warranty company on Sunday just before 1pm, with assurance that Sensible Air would call ""within 24 hours."" By 8pm Monday I'd heard nothing, so called the warranty company who said they'd have Sensible call me first thing Tuesday.

I heard nothing, so called Sensible Air and after validating my work order (""What warranty company was that with?"") was told I'm scheduled for service between 5 and 8 pm on Wednesday. A call back to the warranty company got the comment ""We can put you with another contractor, but they might not be able to get to you any sooner.""

TO SENSIBLE AIR: I understand you're a small business and that you may be overwhelmed with work orders from your multiple warranty companies due to Sunday's heavy storm. But you are a *service* business and as such have an obligation to communicate with clients. When my warranty company says you'll call, I expect a call even if you have to stay past your usual quitting time to make it.

Matt C.

This company was provided to me by my home warranty companny. The AC went out on a Thursday and the claim was filed with the home warranty. No one from Sensible Air called to even schedule an appointment. I called Thursday night and final reached someone and they said they would be there first thing Friday morining. I took off work to meet them and get the unit fixed. No one showed up and I finally call the office around 9am and they told me I was scheduled between 3-5 pm. A tech finally showed up and repaired the unit, or so he told me. Fast forward to two weeks later and the unit is out again. I called the home warranty on Friday morning and they sent the warranty back to Sensible Air. The tech could not come until Saturday morning. A different tech showed up on Saturday than who did the previous work. He advised me that the coil was bad and that he needed to order a new one. He had to send his report to the home warranty and get authorization and that he was going to send it on Saturday. The AC was out all weekend and make for a great father's day. I called the warranty company Monday morning and they did not have a report on file from Sensible Air, it had not been filed on Saturday as promised. The warranty Company had to call them to get the report and start the process to order parts. Then the warranty company calls me back asking me to authorize additional charges for ""modifying"" the unit for the new coil to fit. I called sensible direct and the owner could not explain the additional costs and was not sure which part they were going to be installing because they had not called the supply house to see which parts were available. This is a crooked way to do business. The owner was rude and actually called the warranty company back and request they send another HVAC company out to do the repairs. It sucks to get caught lying and overcharging. DO NOT USE THESE CLOWNS! If you think I am the only one that has had this problem, read the reviews on the Better Business Bureau web site.