Neal Harris Service Experts

Color me cynical. I take all reports--both good and bad--with a grain of salt. When it was time to buy a new AC system, I checked the usual suspects--Angie's List, consumers reports and the HVAC online forums. The only thing on which everyone agreed (in a deafening chorus) was: Quality of installation is as important, if not more important, than brand. With a car, one model is pretty much the same as the others built at the same plant. But a heating/cooling system is like having the parts to a car delivered to your doorstep and then a local guy comes to assemble them. So I dutifully set about finding a good installer. Gentle reader, I felt like my head would explode from all the information I was forced to absorb on this subject. But you can't determine the best installer until you have some comprehension of how HVAC systems work. Most companies are more than happy to install a new HVAC system for you. Few companies will point out the deficiencies in your existing ductwork that will limit your new system. Fewer still will want to tackle the missteps of the HVAC companies that came before them. A choice comment from one company I interviewed: "Installing AC is the easiest thing in the world. It's not rocket science, you know." Way to lose a potential customer! Doing a good HVAC installation may not be rocket science, but it IS science, and it's not easy. Or so your fellow installers say. I got half a dozen bids. I narrowed them down to two, including Neal Harris. Then I read (more closely this time) the negative reviews on Angie's List. From those reviews I could only conclude that Neal Harris was a has-been company--once a great Kansas City presence, now coasting on its reputation. I called to cancel my appointment, and I leveled with the company about my reasons. I ended up talking to the general manager, and he addressed every concern I had. His attitude impressed me. This company cares about their customers. I allowed Neal Harris to test our AC system for a power-company rebate on a new system. We did not qualify, but the tech was a straight an arrow, and very knowledgeable. I'd bet my TV-lamp collection--no small thing!--that any mistakes by the Neal Harris crew were unintentional--and rare. I was so impressed with this Neal Harris tech that I requested him to service my system in the future. The Neal Harris salesman was knowledgeable and committed. The work of the installers was outstanding. The company has its own metal shop, where they custom build the parts homeowners need for maximum efficiency. This company went the extra mile for me. Angie's Listers, I can safely say: Be not afraid.

I was angered that although the coolant had been leaking for years Neal Harris never recommended we test for a leak & replace the faulty part. I was forced to do some learning on cooling systems and only then did I discover that they are closed systems and that leaks should not occur under normal circumstances. That was why it was homeowner & not the HVAC company Neal Harris that said I want a leak test performed. I keep good paperwork on purchases and did some investigation on our purchase date & warranty & discovered our warranty was good for another 3 weeks. My wife pointed this out to the service manager and only then did Neal Harris cover the costs to replace the 'A' coil. Had we not kept good paperwork and insisted on the leak test (which Neal Harris never recommended) we would have been out an additional $1500. I don't care if they do the work. The deception on the warranty repair is fraudulent and is consistent with their doing only the minimum. *Follow up: Attached to our duct work on the HVAC system installed by Neal Harris is a Service & Maintenance Record (diary for lack of a better word). The very first entry on this record is the installation of the HVAC on 04/23/03. It would be very hard for anyone to miss the installation date or read it wrong as it is the first entry on the record. I am struggling with the GM explanation that the technician inadvertently determined the age of the coil when these men are experts. They install Lennox AC systems for their livelihood. It seems a little too convenient an excuse. After the leak test was performed the technician doing the test told me that Lennox systems are known for leaky 'A' coils. Why was this not disclosed to me prior to the test? Because it would have prevented the tech from earning $200 in test fees. Though undoubtedly performing the test they never recommended clearly identified the problem area.*

This was part of a service agreement.

Overall, the visit was very good. Chris was very friendly, understanding, and helpful. He did a great job without being pushy and adding extra stuff to hard. I was pleasantly surprised at how fast Neal Harris was able to get to the house since it was one of the coldest days in the year and I am sure they were extremely busy.

In late summer I called to get an estimate to replace my 47 year old furnace and to install central air. Troy Cason spent time explaining what I would need and different options. He was good about answering all my questions. I contacted other companies at that time, but got discouraged with their lack of interest. I was not able to get to the project for a few months. I contacted him then in response to a card I received from Neal Harris, advertising an end of year sale. I asked him for an updated estimate and he responded quickly. We reached an agreement and they were here to install things within the week. I was told it would take one day. (I overheard one of the guys saying, "You mean there's never been air conditioning?" So, I assumed it would take the full day). They had everything installed and were ready to go before 2:00. Things moved quickly and smoothly from start to finish and everyone was friendly and helpful.

Everything went smoothly--the serviceman was polite, and finished the job in 2-3 hours. My furnace room is quite small, so he figured out a way to keep the unit & the attachments as low-profile as possible. Although it hasn't been installed long enough for me to notice a real difference in comfort in the house, I felt that he did a very good job.

Excellent service. Professional. Punctual. The last time I had my furnace serviced the tech determined a part needed replaced. He looked up the service records on my furnace and determined the part had been replaced before, he did the work at no charge. I would have never known the difference.

I called on Tuesday and was told by the secretary that they do service my area. I asked her what kind of units they service, but she couldn't tell me all the brands. A second lady called me and said they were backed up so to try to call another company. The other company didn't have time for me. I called her back because I thought I had her direct number and she said she had an appointment for the next day. The guy I spoke with asked me my address, so I told him and what my furnace was doing. He told me he would have a technician call me in the morning. I called back to check to see if I had the appointment, but the lady I talked to today told me they don't service my area. I told her I spoke with someone and they said they serviced my area. She told me they were closed yesterday and that I had to have left it on a machine. I told her I spoke with a lady and that they DO service my area. Someone could have told me to begin with. I spoke with three different people yesterday.

For two years, a technician came twice per year, with a different technician coming each time. He checked the furnace in the Fall and the air conditioning in the Spring. One Winter a guest smelled gas and called the gas company. The furnace chimney was completely blocked, and the furnace was blowing carbon monoxide into the basement. In addition the gas lines were leaking and filling the basement with gas. When we had those issues fixed, the gas company wouldn't re-establish service because the furnace was in violation of codes in that the flu was horizontal with no vertical pitch. As we had subscribed to the check-up/maintenance for peace of mind, we were irate that these persistent and dangerous problems had been overlooked. When we complained to the management of Neil Harris, they offered us a free year of check-ups. Gee, thanks.

They were very professional, we had scheduled the date several months before because we have a contract with them. They kept the date and gave us a call before they came.

They came out within a few hours after I called. They were professional. They were even polite enough to ask if I had a coupon to use. The kind of people I like to let into my home.

They did an excellent job. My cabinetmaker was very complimentary about the quality of their work. It works beautifully.

During fall furnace tuneup tech didn't seem knowledgeable or experienced. Another visit from a supervisor was required. No problems reported during spring AC tuneup. Turned on AC month later; ran 2 days & quit. Repairman arrived & misdiagnosed issue was compressor. A friend discovered it wasn't and got it going. AC fan was problem. In meantime, scheduled bids for new one. Fan issue was confirmed by 2 bidding companies. While it was a $300 fix, AC/furnace were old so decided to replace with another company. NH never followed up about replacing the unit, which was fine; after recent experiences, no longer trusted NH. Later called NH to discontinue service plan. Took more than a week for callback. A rep. left messege. & noted I had $700 credit for a new system. I was never informed of program. Only received half of refund requested. Member discounts were deducted for tuneup & broken AC visits which were a waste of time/money AND I was a member during that time.

They did what they were supposed to do, I was very pleased. Their price was on target, and they cleaned up like you wouldn't believe! I would use them again!

They came out very quickly, same day as call, despite problems in their computer data base (I think their power went out and took out their dispatching system). Very polite, quick, got our A/C back on track toot sweet!

They found things other people didn't, I talked to other companies about the issue and they seem to have more experience and more knowledge in the area. They are a bit pricey, but knowledgeable. He spent more timing searching and diagnosing the problem then other companies..very thorough.

This was my first experience with the company and I was overjoyed with the Neal Harris experience from start to finish. I called and quickly set up an appointment for later the same day. The technician who arrived, Chuck, was a great fellow. He was very friendly and patient with me when I asked questions about our unit and didn't get overly technical with his responses. He even offered some tips to ensure that everything would run like clockwork between seasonal visits! He also made positive comments about the company, which I thought was admirable. I'm definitely glad I gave Neal Harris a call. I highly recommend springing for their Plus Maintenance Agreement, too.

They make sure my units are always in good shape and running properly. I have nothing but great experiences with these guys.

We have used them awhile and they have always done pretty good work. They seem to have gotten bigger and have a harder time returning calls.

I've asked them to call me a half-hour in advance of showing up, they're really good at that and I have really appreciated that. I've had several technicians and they've all been very nice and very professional. Cost is for one year contract.

Neal Harris gave a thorough estimate and the contractor, Richard, carefully planned the steps of the many phases of the jobs. All NH employees were courteous, clean, careful, and thorough. They always showed up when they said they would, did what they planned to do, and reviewed major changes with me before they made them.

Their plumber was of the highest professional ability and very courteous and he did not try to rip me off. Yet, the only complaint I have is, the gas sniffer meter they provided him was not fully charged and it died while he was fixing the leak. Had I not had the gas company out that morning before their plumber, I would have been very alarmed of another leak.

I had received a Neal Harris ad for a $19.98 special to have a plumbing problem looked at. I also had a coupon for $50.00 off a plumbing repair. When the plumber checked it out he told me it would be $225.00 to replace the turn on/off valve and to move it out from behind the beam. I had no idea how much it should cost and my dad told me he thought that the price quoted was pretty high. The plumber said he would honor the $50.00 off coupon and that the $19.98 would be included in the price of fixing the pipe. He did the work in a professional manner and fixed the leak by replacing the turn on/off valve. He also moved it out from behind the beam (that took him longer than he thought it would) and now it is accessible.

Tim Allen, the tech was terrific. He's very helpful and professional.

These guys were on time, professional, and answered all questions satisfactorily. They had originally said it would take one man/two days to complete the work. My time is limited to when I can be home and they worked around my schedule and sent two men to get the job done in 1 day. Only complaint that I have is that they had a subcontractor come in and repair a small wall 3 X 4''under my sink and they charged me $450 for this. Get your own contractor to do any work like the one described or do it yourself. Everything works great now. I use Neal Harris and have a service contract with them...which includes a discount and preferred service if you have an emergency. Well worth the price of contract. I have used them for all plumbing and heating for the past 15 years.