RIDDLE BROTHERS

In response to an ad in our newspaper, I called and made an appointment for Wed. March 30, 2016 for our AC/Heat gas pack tune up. I was told by the receptionist that answered the phone, that a technician would be at our address between 12 noon and 2:00. She took my information which included a contact phone number. My husband would be there to meet them. At 3:30 my husband sent me a text that no one had come. I called the company and the man that answered the phone stated that the dispatcher had to leave to go to the doctor and that may be why no one came. He wanted to reschedule for the next day, but I told him that was not possible, that we had already lost 3 1/2 hours waiting and I may or may not reschedule. I decided to not reschedule since they had a contact number that should have been called if the appointment was not going to be able to be kept.

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For several years, our Goodman Heat Pump compressor would fail, usually in the fall. Riddle Brothers would come out and exchange the compressor at their cost (the HP was in warranty). They tried several times to get Goodman to come out. Finally, in December, they were successful, and the Heat Pump was exchanged for a new one. Riddle Brothers, and their repairmen, were very helpful, and I must say, frustrated, during this whole ordeal. I couldn't ask for better professionalism.

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Slight issues with what sales guy told me versus the people that showed up to do the work. Wanted additional returns put in but was told that it wasn't possible once the work got started. Had an issue with the fan in the unit malfunctioning and after some fighting, it was replaced promptly. They didn't have a replacement part in stock and initially told me it would take a week or more to get in. I objected to this since it was a new unit and eventually they found the part locally and brought it out the next business day. Overall, relatively few issues. Also had an issue with water leaking from a clogged drain in HVAC system, but again, was fixed promptly. I give them high marks even though I have had some issues, because so far they have been willing to make things right.

When I arrived, they were very friendly and helpful and worked with me to determine exactly what I would need. He told me he could have it built in two days, that it would be $30 and that he would call me when it was ready. Three days latter I called to check on it and they told me they were backed up and would get to it the next day. Five days latter, I checked back again and was told that they would again get it done the next day. Three days latter, I called back again to check on it, and they told me that they had built it just as soon as they got off the phone with me three days ago, but that they had just forgotten to call me to let me know it was ready. The quality of the work was great and it was just what I needed so I have no complaints there, but when I went to pick it up, he told me it would be $40, which was $10 more than I was originally told it would be. I do belive that quality work is worth some frustration, so I would do business with them again in the future if I ever need something custom made of sheet metal.

I liked everything about them. They had to take the old unit out which was pretty much a job because the air condition system for my home is three separate pieces and they had to take one of the pieces away from the furnace. They had to take the furnace out to get the pieces out. It took a little longer than I would like to. I would definitely use them again.