Rock Plumbing, Heating & Air Conditioning, Inc.

Update: I want to leave my initial review available for context, because at the outset, my experience with Rock was great. However, once things were scheduled and paid, they went awry. Rob stopped responding to my questions, and stood me up completely on the day of install when he said he'd follow up with me to talk about those questions. Worse, he didn't even know the requirements of the Bosch furnace he initially sold me. Everything was signed, sealed, and it was 9pm the day before install when he reached out to tell me that the he had "just read the specs" and it couldn't be installed in my (downflow) setup. I had an hour to decide on the other furnace he said we needed to go with, but I'd been without working AC for over a week, so of course I said yes (by the way, despite telling me the Bosch setup was the "best" when he came for the initial consult and bid, suddenly this one was way better). The next time I heard from him? He was one of the four people who called me first thing Monday morning after my Friday install where I was told by the tech that he couldn't collect payment, and that it was "no big deal" and the office would work with me in the first part of the next week. To add on, he told me he personally checked in on every install (never showed) and that every tech that worked in it was a Master (electrical work was done that couldn't get "signed off" until the next week). After I got my third contact from the office first thing Monday morning, I asked why they would be pressuring for payment before their electrical work had even been signed off. I would have been fine with the dings in my walls from where the techs brought the new equipment up the stairs, but here I am barely a month in with water dripping down through my ceiling. The bright side through all of this has been Austin. He is truly phenomenal, professional, forthright, and honest. When the water started dripping, I called Rock, and I was lucky enough to have Austin come out again. He reviewed everything, and sure enough, told me the system wasn't leveled properly, causing water to leak out the back of the drain pan (which Rob had assured me was essential to prevent this exact thing). He took pictures and thorough notes, and told me that they would have to take the entire unit out, solve the leveling problem, and reinstall it all. Thankfully, he said that the visit to find all of this out and the fix would be covered at no cost. Previous: My AC went out at the perfect time, of course, right in the middle of a 90+ degree week. I was worried that I'd be dealing with the heat for weeks trying to get someone to squeeze me in, but Rock was able to send a tech out within a day. Austin, one of their exceptional HVAC technician's, showed up right on time, and not only evaluated my issues, but took a look at my entire setup. I'm not the most savvy in this space, but instead of trying to rush through or talk in technical terms I'd never catch on to, Austin took the time to explain what he was doing and the concerns he had in an easy to understand manner. Unfortunately, my system as a whole was in bad shape. Here I thought I'd be waiting again, but Austin called Rob, one of their home comfort advisors, who despite it being already mid-afternoon, promised he'd be there that same evening. Rob proved to be just as competent as Austin, and after an evaluation of this system and a review of Austin's notes, walked me through the systems that could work for me. He found every way to save me money on the install and make use of as much of what was already in place as possible, putting to shame the general upselling reputation of the sales field. If you need HVAC service or replacement, I can't recommend Rock Plumbing, Heating & Air Conditioning more emphatically. They staff solid professionals, don't try to confuse with you technical talk (and instead share things at a level that is easy to understand), and talk through your options without a drop of upselling. Thank you, Austin and Rob, for making this far easier than it would likely have been!