Western States Home Services

Brad B.

We have chosen to terminate our three contracts for AC/heating maintenance on our three properties in Mesa. Every time we call the Chandler office, none of the service representatives say that they are unable to assist us, but only Tony can handle that request.
When we have finally gotten ahold of Tony, he refuses to deal with us and will not prorate our three unexpired contracts and issue a refund of over $800.00..
We are now considering taking Tony and Western States Home Services to small claims court.

Jenny C.

I made an appointment 2 weeks in advanced to have my annual service completed. They did not show up & didn't bother to call me to let me know they could not make it. I am using my personal vacation time for this appt. & now need to re-schedule. I call to find out what's going on & I don't get an apology or anything. Left & right hands are not talking at their company. I am so annoyed by their lack of professionalism.

Kathy C.

The focus of this review is for my service tech. Scott. Scott came out to my house as a recheck for another tech they had sent last week. (I agree with Dustin M."" From my experience in the service industry if you can get past the one bad employee you will uncover the good ones.) Well said and so true. This time I went up on the roof with Scott and he was gracious and patient enough to explain what he was doing, where he was getting certain reading from and what the different parts behind the panels were that could possibly need replaced if not properly maintained. I felt very comfortable posing questions to him since he was so open to a short lesson in understanding how the unit is suppose to work.
Thanks again Scott and WSHS for sending me one of your best guys.

H. N.

Please do not use this company. You will thank me. I used their services after they cold called me to do a check up on my AC. It had been two years so I figured for $39 it was time. Well it has ended costing me much more than $39 if you account for time and hassle. This company has harassed me before the services and after the services. I receive multiple calls a day and when they can't get me, they call my husband. After they came out, they called 2 days later and said that the tech wrote our card number down wrong and asked to get it again. I didn't have it on me so said I'd have to get it to them later. After all, this is their mistake and not mine. Well they called 3+ times everyday after that, and then I finally caught their call and gave them credit card information again. Well, what do you know, they are STILL calling me and harassing me for payment which I explained I already gave. This woman Holly raised her voice at me and I told them to remove my name and number from their system.. She demanded payment information again. I gave the name of who I gave it to and who had previously called me NON-STOP, Yarby. I asked for a manager and was told one was not available. I will be filing a BBB complaint- they already have complaints about their phone call harassment. Beware, they call from multiple numbers will no caller ID name. I'm soooo disappointed in myself that I read their reviews and BBB complaints and still thought they would be OK to use. (On a separate note, the tech that came out, Kevin, was professional and very nice. They tried to sell me on some oil for $300+ which I googled after he left and is sold for $60. Kevin was great, but the company is clearly trying to take advantage of the consumers).

John P.

If I could, i would give no stars. We had an annual service contract with Western States until just recently, during which we had 3 major repairs to your HVAC system. Our system is only a little over 9 years of age at the present so it was a shock that we had to make these repairs. Each time we asked the technician if the parts were covered by the Trane Corporate warranty and each time we were told no that Western States had checked at the time with the parts house and they weren't.

To make a long story short, we started working with another company which reviewed our service record and said that two of the three service repairs should have been covered by our Trane warranty.

We worked with Trane Corporate to see if we could have the price of the parts refunded to us because Western States would not do it otherwise. With Trane's assistance, we found out that we should have been entitled to a complete refund for two of the three service parts as they were covered by the Trane warranty except for the fact the Wester States used third party parts not Trane parts even though at the time we were told they were using Trane parts.

The final straw came when we decided to cancel our new service contract with Western States. As an incentive to renew our contract, they said they would install a surge suppressor on each of our two units which sounded reasonable to us. However, when I spoke to Tony about this, he said he was deducting $460 out of the $1,098 for these two surge suppressors even after I offered to buy replacement units and give them to him. This works out that we paid approximately $150 for the two surge suppressors, I shopped for the exact units, and $310 in labor which took less than a hour to install the two surge suppressors.

As of today, it has been been 7 weeks since Tony originally said he would send us a refund check and we are still waiting on the check. This is even after he made a promise at 4 weeks, after repeated phone calls, that he would get the check right into the mail and apologized for the delay.

If you are considering working with Western States, I would strongly urge you to look into other companies and stay away from Western States. Check out Angie's List, Rosie on the House, other review web sites or your friends and co-workers, don't just trust the reviews of individuals that post on their web page.

Jessica C.

Western States was very awful to work with. It had given my husband and I so much pain and stress, that I would like to share our experience.

We had just recently purchased a house, when one month later, in the middle of Arizona June temperature, our A/C broke. We had already gotten a quote from another supplier, but called Western States to also come to our house and give us a quote for comparison. The salesman was very pushy. Even when we told him we needed to discuss in private about which supplier to go with, he said, ""You're going someplace cooler to discuss? I can come with you. I'm not leaving here without a deal."" This should have been a RED FLAG, but due to the very hot temperature inside and outside the house, and the feeling that we just wanted to have a cooled place, we said yes to him just so we could get our A/C faster. The salesman assured us that despite their busy summer season, they would be able to install our A/C on the next day. This was a Friday, so we thought we would get our A/C on Saturday.

Saturday came, and around 10 AM, the General Manager Tony called me, and regretfully told me that the company where they got the metal parts from were closed for the weekend, so that they would not be able to install our A/C until Monday. So from Friday to Monday in the midst of the Arizona summer heat, we would not be able to have ANY A/C. But he said that he would cover a certain amount for hotel rooms, because it is just not possible to stay inside a building without cooling at this time of the year.

Then Monday came around. We didn't receive any follow up call at all (despite being promised so), so we called at noon to see the progress, and the office told us that the parts company was backed up from the weekend orders, so that they would only be able to make our parts by end of the day on Monday.

Came Tuesday. Again, no one called us, but this time, we intercepted the workers that were supposed to install the A/C. They were already leaving, so when I stopped them, we were hoping that they would give good news. Wow - how NAIVE we were. They told us that they had measured our A/C incorrectly so the metal parts that they had would not be able to uphold the unit. Which meant that they had to go back to the parts company with the correct measurements. This was Tuesday! FOUR DAYS WITHOUT A/C in 100+ DEGREES temperature and our fate rested on incompetent workers who could not do their jobs correctly.

Finally on Wednesday, they installed our A/C in the morning, but did not communicate to us that we had to be home for this. So we had to wait some time for them to come back and activate the thermometer.

Unfortunately, that's not the end of it...

Remember the refund that the manager Tony promised us? It took him over ONE MONTH to ""process"" it and lots of phone calls to remind him (he only returned our phone calls when he felt like it and did not actually do what he said he would) because he didn't seem to care about his customers as soon as they signed the deal. Oh, and despite the contract that the we and the salesman signed, later on Western States charged us another $100 for crane services, even when the contract clearly stated that this would not be charged. Moreover, when we gave him the exact itemized amount that he needed to refund us along with a scan of the contract and hotel invoices, he still shorted us the full amount. Now, 3 months later, he still has NOT returned the full amount that he owes us.

In conclusion, SAVE YOURSELVES the stress and heartache from dealing with a company who only cares about getting your money but not about your well-being as a customer.

Martha S.

WSHS has been there everytime we have had a summer emergency. The techs are always frendly and well educated. I am glad I found them.

Danielle T.

A month or so ago now I received a call from WSHS to check my AC because they came out to do it last year. They were offering a great price so I said sure. Last year they told us some pieces on our unit would need to be replaced (it was original to the house and nearing its 2 decade old mark) but wanted close to 600 to do it which we couldn't swing at the time. We still had our home warranty then so we figured we would just ride it out the summer and see what happened. Well, nothing happened. So when they called again this year I figured we would hear more of the same. This time, the guy who came out told us our unit wouldn't last the summer, which was probably a bit of an over exaggeration. So he started talking to us about units and how they are only going to be selling 14 seers soon and they had a few 13 seers left and that honestly we wouldn't see that much different between the two and that he could give us a good price on a 13 seer, making it seem like if we waited 6 months it would cost us close to 8 grand to put in a new unit. I should have taken that as a note right there this wasn't right but he seemed honest and my husbands brother works with AC's so when my husband told him the deal we were getting he said it was a good one. So we did. Next day they come back to install the unit. I'll give them marks for being so fast, but we were probably the only ones on the books to be honest. My husband dealt with the installers all day since I work so I wasn't able to see what was going on. After they left I had noticed first how badly they had torn up our attic access. Here is something I do not understand. Your company needs to remove some panels or something to make it easier to get into my attic access. I get that. Why are your installers not required to do it cleanly? My drywall was ripped up, they didn't take any care to remove the nails in the boards and some are still left in my ceiling because of how badly they just ripped everything out up there. When my husband asked them about fixing it they said it would cost $100. So not only are you allowed to come and damage my house, but you are going to make me pay to fix it?? You just charged me almost 6 grand for a new unit. You should be required by law to fix any damage you do to my house. Either way, my husband told them no and we very amateurly fixed it ourselves. At the same time, we were working in the attic to provide us some more storage space. At the end of our 3 day project we realized that our rafters had been notched into when our AC was installed. I talked to multiple people who work in construction and all of them said this should never have been done. Here is what I gather from looking in my attic. Our new unit seems to be a bit bigger than our old one, and the installers tried to install it in the exact same spot. When they realized it wouldn't fit, instead of moving it, they notched into the rafters OF MY HOUSE to make it fit. And not only that, they did a poor job of it, the cuts are all rigid and uneven, but we can't even access the panel of our unit because of the way they placed it! So I called WSHS immediately and they sent someone out the next Monday, two days later. The guy who came out looked at it, agreed what was done shouldn't have been done, and when he said they would need to come out to fix it I said that I would need a structural engineer to come out and make sure that whatever they do to my house to fix the rafters would have to be certified, that way if for some reason the structural integrity of my house is now compromised, they are on the line for it. That was 3 weeks ago. Here is what I have been dealing with since. I have been calling, every single week, multiple times a week, to find out when they are going to come fix this mess. First they told me they were looking for a structural engineer. They said they called 2 and were waiting for a call back and they would call me when they heard back. Well, I never received a call back, so I called them again to find out whats been going on and apparently, right as I called one of the managers, Tony, was on the phone with them. I have been working with either Tony or Gerard. Im not sure who since I only talked to Tony one time, the day I called to complain, and haven't heard from him since. Gerard I talked to twice but hes just as hard to get to. Here is my second problem with this company, not a single time they have told me they would call me back, have they called me back. I have not gotten ONE SINGLE RETURN PHONE CALL from anybody in that office since this whole mess started. So back to what I was saying, Tony had just talked to the structural engineer and someone was going to be coming out Wednesday, TODAY, between 4 and 5. Guess what? It is now 5:10 and nobody called me (surprise surprise) and nobody showed up. It feels like that this point they are dodging this, a problem people who work for them caused, and are refusing to work with me to fix it.

Dustin M.

Western States Home Services seems to have a mix of customer service philosophies. With that said they aren't the only service based company with this issue. From my experience in the service industry if you can get past the one bad employee you will uncover the good ones. I would like to thank Scott, Ken, Joe, and Tony with their assistance this past week coping with the death of our 14 yr old heating/cooling unit.

Scott came in explaining the scenario with the old unit, and that replacing capacitors may or may not get the system through the summer. We knew the time was close for the unit, but like anyone else were hopeful that the unit would last through the summer.

Two days later UHHH WSHS we have a problem here. The very next day Ken had the unfortunate job of describing the scenario. ""We can band-aid and hope for the best,"" or ""replace the unit."" Band-aid jobs alway-always-always end up costing more in the future than doing things right the first time. Went with option b. Ken in combination with Tony was able to have the old unit replaced that same day. Awesome right!? Unfortunately the installation did not go as planned. Let's just say the wife and I ended up getting a great rate and room at JW Dessert Ridge, which due to the circumstances WSHS were willing to reimburse since it was under $100. Like I said it was a great rate.

Joe was the game changer. His knowledge, honesty, transparency and desire to get the job done right was just what I needed today. Not only is the new system running correctly but he was able to negotiate the hotel to be reimbursed, and I came out of the experience being educated on what it was we had purchased. Joe also went the extra mile scheduling and describing the need for running new cable to the thermostat.

Most people may read this and be discouraged to use Western States Home Services. But like I said earlier if I hadn't been persistent in the beginning I wouldn't have uncovered the true value that existed within the majority of the staff.

It is also my experience in the service industry that most people are quick to judge, have astronomical and ususally un-reasonable expectations, and more importantly its too often that people report the negative experiences before elevating the positive ones. If i had written this review last night I would have been hard pressed to select even two stars. It's amazing the difference one person can make. WSHS should recognize the honest, educated, and transparent individuals they have in Scott, Ken, Joe and Tony.

I tried to be as balanced as possible in this review I hope others find it helpful.

Suzie G.

Good service, helped with my problem with one of my rooms being really hot. They came the same day Lazer called me last week. I would recommend. Thx