Strand Brothers Service Experts

T W.

I hate to pile on, but the Strand Brothers and their customer service department are terrible and do not deserve my business nor any new customers.

On Monday 8/12 I contacted Strand Brothers regarding my HVAC and their warrantee. This was a HVAC system that was installed by the company. The receptionist said that they did not have me in their records. After I provided some additional information such as my phone number and address, she said that she found my records, but that my address was incorrect. We corrected my information. I eventually was connected to Brian Levasseur in their warrantee department. I explained my issue and Brian asked for me to send him some documentation about my purchase. I provided the Certificate of Coverage for the entire Lennox system and the Certificate of Coverage for the evaporator coil by Aspen Manufacturing. This process took one day.

The next day Brian said that he had what he needed and the next step would be to schedule an appointment to determine the issue. I asked if he could assist with the scheduling. He said that it would be better for me to call the main line and schedule it myself. So I called into the main line and explained that I was calling to schedule an appointment regarding a warrantee issue and that I was working with Brian Levasseur. The customer service agent asked me to hold so that she could inquire about the issue with Brian. I waited for a while, then she said that Brian was not available, but that she said that he would call me back to discuss the issue. I waited another day.

I did not hear back, so I called the office once again. Again, Brian was not available, so I was asked to leave a message. I waited a third day and did not receive a call back. On 8/15 I wrote an email to Brian and asked him to please call me to discuss the issue. This was on the third day. The temperatures in Austin were above 100 degrees each day. He did not respond.

During this waiting period I did some research about the Lennox HVAC. I found this class action lawsuit. https://www.evaporatorcoillawsuit.com/Home.aspx

I was never notified by Strand of the faulty coil or lawsuit.

I waited 2 days, then sent another email. No response.

I waited over the weekend, then on Monday 8/19 I called the office one more time. I spoke with another customer service representative named Christina and she said that she would pass along the message. She said that if Brian did not return my call within 2 hours that I should call back to her direct line. 3 hours passed and there was no call from Brian.

I called Christina. She looked up my records and explained that Strand Brothers would not cover the product under their warrantee. It took 7 days and various phone calls and emails to be told the truth. That Strand Brothers would not stand behind their installation and product.

Very disappointing.

Colleen W.

I have been used this service since 2009 and am very pleased. They maintain my air and heat and help with plumbing! I will continue to use them. Appointments are easy and they show up on time. They clearly explain what work needs to be done.

allie v.

Justin and Jason came put to put a camera through our sewage pipe and give an estimate to replace the water heater. They were punctual, efficient, and explained everything patiently. We didn't feel that we were being sold anything and the estimates were more than reasonable. Additionally, unlike other big do-it-all companies, their service charges weren't shocking. We had been quoted $660 to have someone else come do the same tasks - we ended paying around $200 to Strand. Justin got up on the roof to get a camera in the line in order to avoid charging us more by taking a toilet up. We appreciate them!

Kim A.

Awful, awful company. We had a tune up done at the beginning of the season and was told nothing was wrong.
Our upstairs A/C was out within a few weeks of the tune up and after having 2 other companies out we found out it's because of Strand incorrectly installing a $600 part 2 years ago (the part should last 10+ years). Both of the other companies also said they left lots of things Uncleaned, unchecked and basically did nothing during the tuneup.

Then our downstairs A/C went out (compressor and motor), both of which should have easily been caught during the tune up.

Customer service was also terrible. When I called to talk to them about all the issues I was repeatedly argued with and told "a/c parts are like cars, some last 2 years and some last 10". Again, I was told by multiple techs at 2 other A/C companies it is directly correlated with their faulty installation and tune up.

From what I've heard, Strand was sold a few years ago and has gone way downhill since then.

Sandy L.

Called Strand on a very hot afternoon when our downstairs A/C went out. Not only did they send Alejandro same day, he came earlier than expected. He fixed the problem and was on his way in about 45 minutes. Thrilled with the communication from the office and Alejandro's expertise. Will always call Strand Bros.!

Janna S.

My AC went out during a thunderstorm even though none of my other power was affected. I never got a call back from Austin Energy, but when I called Strand at 6:55 a.m., they walked me through how to check the breaker and stayed on the phone with me to make sure the thermostat was visible and the AC powered up again. They could have charged me to come out for a service visit, but the technician who answered was so kind and patient, we were able to restore it over the phone. I will definitely call Strand if I ever have a more serious issue!

Milissa W.

I called for a tune up which was $79. Not sure what I got for it other than a sales pitch saying I needed to replace my entire "basic model" unit which was sold by Strand 10 years earlier as top of the line. I understand things change but a total replacement at 8-10k? When I asked what it would cost to repair it and just replace the parts that were headed for "eminent failure" they said about $1000. Not sure if they did the math on that but I did. I requested info emailed to me on options for replacement and haven't received anything yet.

Altha R.

We've been customers of Strand Brothers for at least 20 years. They have installed HVAC units for us and come out twice a year to service the units. The repairmen are knowledgeable and do their jobs efficiently. We've been very happy with this company and plan to continue as their customers for the foreseeable future.

Bud S.

I've been using them for 8 years to do the inspection of my furnace and A/C. They contact me the day before the service as a reminder and call when they are on their way. The service men have always been very polite, professional, and knowledgable. I would not use anyone other than Strand Brothers.

Mario N.

I had my AC start to freeze up and would not get cold. I read up on it on the internet. I turned it off and let it thaw out. I called Strand to come out and do tune up and I told him about this. he did a check and then said "here...put your hand in here and feel all that heat. It is your blower motor. That is why it is freezing up on you. It needs to be replaced. I said how much and he said about $600". I said I will think about it. It kept doing it so I called them back and asked about getting the blower motor replaced. The guy said no, we don't have anything in the notes about a blower motor. he said it states I need a new unit and new duct work. I told him that was a lie. A blower motor is pretty specific and hard for me to make up. They were supposed to call me back and did not. I called them today and they gave me the same bait and switch routine. Why can't people just be honest? They said we can come back out. I said...you will forgive me if I don't trust you anymore. Steer clear of these, less than honest, people. You will be glad you did. Never again.