Strand Brothers Service Experts

Ryan W.

Not Impressed. Called on a Monday to have a simple service done on my AC unit. The scheduler tells me they have an available appt. time for 10-12 the next morning so I take it.

By Tues @ 12:30, no one has called or stopped by so I call in. I let the person know that I had an appt for 10-12 this morning and she asks if I am at this address so I say yes. Then she tells me she has me down from 4-6 and that its been a hectic day. Okay I get it, sometimes people make mistakes so I roll with it and tell them I'll make myself available from 4-6 as I want to get this little issue fixed. At 5:10 the service adviser calls me and states the tech is on his way. Great....until nobody shows up. 6:10 I get another call saying he's running late and won't be here til 7.

At this point i'm not happy. I've wasted an entire day waiting for these clowns but just want my issue addressed so unhappily I tell the guy to keep him coming. 6:50 I call to check his status and the receptionist on the phone says the guy is still on the last job..I tell her to just cancel.

Apparently they are fine with wasting my time but I am not. I will find someone who values my time and business.

Andy U.

Had a minor plumbing emergency over a weekend recently. We were able to book a last minute plumber very easily.

Our serviceman Eric (#260) was excellent. Really polite, new his stuff and was super quick. We'll use them again for plumbing needs.

karrie l.

My water heater went out on Wednesday 2 weeks ago. I called around and got an appointment with Strand for that Friday. They sent someone whose verdict was that the water heater was out of their range of knowledge (it's a 75 gal commercial), so they had to send a different technician back on Monday. That person was knowledgeable and gave me options, and I decided to replace the water heater. Unfortunately, this type of equipment needed to be ordered so I agreed to wait until the following Monday (today) for installation. That's almost 2 weeks without hot water, but I'm a patient person. Until I get a call this morning saying that the supplier misquoted them and it was going to be $1000 more than they said. My patience is at an end. I understand that mistakes get made, but this is totally unacceptable. Plus, I searched online, and the price they quoted me originally was in line with the prices for the same model on the internet. Again, I understand there has to be a profit margin. But when you make someone wait two weeks without hot water, trusting in the good faith of your quote, to pull out another $1000 on them is bad business.

Kc W.

Fantastic company! We had our HVAC stop working correctly today - it was running but we didn't notice it was only blowing warm air until the temp was in the high 80s and climbing fast We have a home warranty but they would only let us use a company that had terrible ratings and "might" be able to get out there tomorrow (in a Texas summer with a houseful of people and pets:/). Decided to just bite the bullet and pay for someone - gave Strand a call and they had a tech out here within an hour and a half (it was after dinner time by the time we called). He was nice and friendly, happy to show and explain what had gone wrong (needed a new capacitor - not surprising in our super old system). Had it fixed and up and running in about 40mins which made my day! Price was affordable. He is also arranging for one of their sales people to contact us for a no obligation quote and explained he can look at the issues we have found in the house such as some rooms warmer than others). If we can afford a new system we will definitely use strand! Thank you!

Kathleen A.

I have always been so pleased with my service from Strand. They installed my a/c and furnace, and their service employees have been among the best.

I have encountered a problem I have not been able to resolve. I have for the past ten plus years bought their yearly service program, which allows me one call in the fall for the furnace, and one in the spring for the a/c. I misplaced their invoice to continue this service, and here is where the problem occurs...I have called three separate times asking them to send me another invoice so I can continue this program, starting in August, 2015. As of this date, Sept. 27, 2015, I have not received the invoice so I can send them a check.

Does this indicate they no longer want my business?

John D.

I don't know if Mike, Landon and Jeramy still work for Strand but all it took was one poor experience to write them off and I haven't been back for the past three years after using them exclusively for well over a decade. Strand came out during the winter to repair some ducts that had fallen off the blower unit under warranty. I noticed my zoned system didn't work after the repair as my downstairs vents didn't supply any airflow. I asked Mike the spring time tune up technician if he would verify if the zoned system was functioning or not. He said he would not. I wrote to Strand explaining my dissatisfaction with Mike. I received an apology phone call from Landon who explained that Mike was a new employee. With that I was told Strand would send out one of their top tier technicians Jeremy to help diagnose whether my zoned system was working or not. Jeremy connected his volt meter to various parts of my AC system and declared it functioning properly and left. He left even after I explained that there was very little to no air coming out of the vents and tried to encourage him to see for himself. But no. The analogy here is that I was inexplicably told the emperors clothes looked great even though I could see for myself that he was naked. I wrote another letter to Stand addressed to Landon and never heard back. All this from a company I had selected to install a new AC system after my old one gave out and I had used them years before that. I really couldn't believe it. I called a competing company who in less than 90 minutes and $120 later, found and fixed the problem. The problem?...When Strand initially repaired the ducts under warranty they inadvertently gotten some glue on the louvers that direct the airflow between my upper and lower levels. The excess glue was removed and the system has worked flawlessly as it had before ever since. But my confidence in Strand was shattered and I can not see me using them again.

Brian P.

I recently had the misfortune of my AC going out on a day where the temp was over 100 degrees. I called around 6:30 PM and Adam Henwood was dispatched and to me by 8pm. He did was very professional, clearly explained what was wrong and what my options were. I thought the pricing was fair and he even got my other AC unit up and running much better.

In years past I have had varying experiences with the techs from Strand Brothers, but my experience this time was 5 stars.

Jo N.

On 08/12/15 at approximately 7:30 AM while driving to work, I had met up with one of your vans TX LP # CJL 1739 driven by a Hispanic male. I was entering the service road, North bound I-35, that had three lanes heading north bound from Oltorf, the lanes then merge to two. I pulled into the right lane closes to the curb. That's when your company van with logo, no vehicle number, came speeding down the service road, then cut in front of my City vehicle, and your van started swerving back and forth. Then I changed lanes to the left to enter the freeway as did your van. Then your van stopped and was purposely holding traffic back, as he gave me the finger out his driver window!!!
This is a company, you are advertising your ethic and morals, by placing the vehicle and employee on the road and in the public eye.
By doing this your company is saying to the world, this person driving represents OUR Company! Would I or anyone else want to "invite" someone like this into out home? NO.
These employees are most likely paid by the hour. Austin is a very busy traffic packed City. We have to deal with that.
I am a public servant, I am in the public eye every day. I understand the responsibility of being a public servant and driving a company vehicle. I hold a commercial drivers license and have for 25 years.
If your employee/ van was not speeding there was plenty of space of me to enter the service road. Further more IF he was planning on entering the service ramp, why did he cut in front of my truck and fishtail back and forth, then go back to the left lane to enter the north bound service ramp.
Luckily there was no accident today, but I caution your company to stress to your employees the importance of safety.
You may look into video in and outside of your vehicles.

Jana T.

Feels like it was a scam. I am aware we have a very old compressor. When John saw it, he said he could put a new starter on it, but even that may not work. He then suggested I get in touch with their sales rep. I paid the service fee, no new starter (This was a quick stop for him, he spent about 15 minutes total before heading back to write up the bill).

Thought we'd get a 2nd opinion since we really don't want to buy a new A/C. A different company came out the next day and the starter we did have was unplugged. Did John miss that, or did he unplug it? Still hoping to get a refund on my service fee.

We did end up getting a new starter from the 2nd company, and were told the particular unit we have (old as it is) should run forever. Appreciate that they are not motivated to get us into a new unit, but to keep the current one running.

Janet R.

If I could give 0 stars I would.
I got a promotional flyer in the mail for a maintenance check. Book online you save another $10. So I booked online. I received an email back that read as follows:
"If you just scheduled an appointment with us and the appointment time is available, you should receive an appointment confirmation email within the hour. If the time requested happens to not be available we will contact you by phone to arrange an appointment time at your convenience. In some cases you might not receive an email confirmation for your appointment, but if you have any questions concerning the status of your appointment, please do not hesitate to call us at 512-592-3072 ."
So I waited about 6 hours, and thought, well I never heard from them, and their email makes it sound like I should have an appointment, but I'll call just in case. So the person I call has no record of me trying to book an online appointment and says that time isn't available, in fact that day isn't available. 30th is soonest. I explained that the unit was working but that the filter was filthy, and I was concerned about the coils being dirty. She said they would check them. So I made the appointment. She asked me the filter size. I said I would have to look and let her know. She said call back and the technician would bring one.
So I call back a few days later and ask if the filter price is included, and the person on the phone says no, that's an additional charge. I said I would change it myself. The first call was then a little misleading. Should have trusted my gut....
My appointment was supposed to be between 4 and 6 with a call 30 minutes prior to arrival. So at 2:15 I got a call saying that a technician was available and he could head that way now. Great. I'll be there in 30 minutes. So I wait, and wait, and wait. At 3:14, almost an HOUR later, I call. They put me on hold for a little while, then get back on an say the technician should be there in 10 minutes. So after waiting for the guy for over 45 minutes - which means it took him an hour and 15 minutes to get there, he comes in and says it seems plenty cool in here. I explain my conversation with the appointment setter. He spends about 10 minutes looking at it and says it's all good. I asked if he checked the coils. He says it's not part of the standard maintenance. I told him again about my conversation. He pulls out the filter and says is this supposed to be white or was it gray originally? I said I have no idea. I just put it in Monday, this is Thursday. He says - oh, then it was gray cause there is no way it could get that dirty that quick. He says he can't check the coils without taking the unit apart but that he is sure they are fine.
I said I was very upset about the service, that he didn't do what I had asked and that I had wasted most of my afternoon getting there and then waiting for him.
He says let me go to my truck and call the service department. He was in his van for about 20 minutes while I waited in the car. He gets out and I meet him behind my car. He sets all his stuff on the hood of a car that wasn't mine! I asked him to move it saying that 's not my car. He says oh sorry, picks it up and asks me to sign something. I ask what. He says justs agreeing that I did the maintenance check. Then sets it all back down on the car! I ask him again to move it. "oh sorry" Picks it up and asks me to sign something else. I ask what, he says oh just the checksheet showing that everything is fine. At this point I'm getting panicky about my kid in day care since the routine maintenance has now taken almost 2 hours out of my day. I sign, he then sets everything back down on the hood of the car! A third time!!!
UPDATE: First, the filters were originally white, so yes filters can get really dirty in 4 days so the unit is probably really dirty!! So I found the paperwork that I had thrown in the back of my car. Didn't look at it before cause it didn't seem like they did anything. Well. So the paperwork says that the technician purged the drain and cleaned the coils. Odd, since he told me he couldn't clean the coils. Then the next sheet with the check list. So it lists the insulation R Value. Interesting since the guy didn't bring in a ladder and there is no way to get into the attic without one. And even more interesting since from his check sheet looks like the insulation is true. Which is ABSOLUTELY FALSE. Our inspection report shows inadequate insulation. There is a whole lot of stuff checked that there is no way he did! He said he couldn't check the coils yet both forms state he did! I call Strand and the manager I talked to says he couldn't have completed everything in the amount of time he was there. A manager will call me in the morning. Well it's 10:15 and no call. LIARS AND CHEATS! Unless you want to pay for something and get lied to and get nothing, do NOT call these people.