EMS Home Services

I am deeply frustrated with the EMS company due to their subpar service, inadequate communication, and unprofessional demeanor. The work was left unfinished, as the technician spent merely two minutes in my home. When I called to seek a detailed explanation, Lydia had the audacity to inform me that she does not work for me, but rather for the insurance company. Who addresses customers in such a manner? BBB is next on my review list!

WARNING: DO NOT USE EMS HOME SERVICES. If you value your time, money, home, and sanity, avoid this company at all costs. EMS Home Services exemplifies incompetence, dishonesty, and negligence. Their BBB accreditation has been revoked, and after my experience, it’s painfully obvious why. What Happened to Us When EMS Home Services was assigned to repair our AC by First American Home Warranty, things quickly went downhill: Property Damage: During installation, a subcontractor stepped through the sheetrock, causing part of the attic entrance and ceiling to collapse. Mistakes happen, and they assured us they would handle the repair—thank you for that! Dangerous Installation: After installing the new equipment, they tested the system, and the heating unit released smoke into every room of our home. This wasn’t just an inconvenience; it was a safety hazard. Instead of taking immediate responsibility, EMS shut the system down, blamed an "electrical issue," and left us with a non-functioning unit and a potential fire hazard. Refusal to Fulfill Commitments: EMS had initially committed to “bringing everything up to code” as part of their diagnosis and repair. However, they refused to address the alleged electrical issue, demanding that we hire an electrician ourselves. This contradicts their obligation to fix the problem they diagnosed and were paid to resolve. Lack of Transparency: When I asked for their reasoning in writing, they failed to respond. This lack of communication and accountability is deeply frustrating. Reputable companies take ownership of their mistakes—EMS does not. The Bigger Picture The Better Business Bureau revoked EMS Home Services’ accreditation for failing to address disputes and respond to complaints in good faith. This isn’t just an isolated bad experience—it’s a pattern of poor service, negligence, and disregard for customers. The Aftermath for Us A damaged ceiling left unrepaired. A non-functioning AC unit after weeks without cooling. A heating system that remains a potential fire hazard. $3,055 out of pocket for nothing but frustration and safety concerns. Conclusion EMS Home Services isn’t just a bad company—they are dangerous. They don’t care about their customers, their work is reckless, and they will take your money without delivering results. If you’re considering EMS Home Services, think again. This company is a liability to your home, your safety, and your peace of mind. Do yourself a favor: Work with a company that values accountability, professionalism, and customer care. EMS Home Services is a disaster waiting to happen.

Technician blew out the HVAC unit line and stuff flew out drains in bathrooms ... his response was "oh I forgot it might do that"; when he saw the absolute mess it made in both bathrooms his response was "my bad". He didn't even tell me if fixed the problem, no communication at all. Unacceptable.

I have a home warranty plan through Cinch. This company was assigned my service request yesterday. I saw last night there was a confirmed appt for 8/10/24 but no time frame was set, so I called to get a time frame. I spoke to LYDIA. Lydia was rude and very smart at the mouth from the very beginning of the call. I asked about the time frame for 8/1/24 then she basically asked me where the **** I got the date from. Then she said we didn't send you that after I said the information was provided from my warranty company. Then she told me I didn't have appt set for Saturday and that she won't know availability until after 430p. So I asked why I didn't have appt then she gets even ruder and smart at the mouth. So now I'm calling her out for the unnecessary *** attitude as she proceeds to say it's bc I called about a time frame. Well, that's what I'm supposed to do, especially since I need to be there to receive service. She continues. I ask for supervisor and now she's saying she is the supervisor so I asked for her supervisor. First out was she doesn't have one, then they aren't available. Then I can call the number back and she hung up on me. I called back and got Lisa. Lisa, Lisa, Lisa...... she's wasn't as rude but originally refused to provide Lydia's supervisor info. Now, after a Google search, I figure Lisa isn't Lisa, but lying *** Lisa! Lisa gave me the company email address to file a complaint on Lydia but have me the wrong name. I looked it up on the BBB website. Jeff Mosley isn't over customer service. This company had the BBB accreditation revoked last month. It has poor ratings and horrible customer service. The person that answers the phone is just as much as a reflection of your company as the person that comes out to physically provide service. I'm sure this review will be met with an even ruder and accusatory tone. I ended up having my request reassigned elsewhere.

Terrible company. Zero integrity! Zero competency. And atrocious customer service. If I could give 0 stars I would.

After paying in full for a new condenser to repair my AC, I was scheduled for a repair on 9/7. I received a text that the tech was sick and "they would definitely get me in on the 8th." Call to confirm on the 8th and was told it would be taken care of. Later that afternoon, we are informed the "tech is still not available and it would definitely be taken care of Saturday the 9th." Called to confirm this morning and was told they didn't have anyone on call and would get back to me. 4 hours later- "I apologize, I just got informed that the technician is still sick and we do not have anyone(sic anyone) else to send to complete the repair today." My kids are sleeping on my floor while I continue to receive the run around. Beyond livid!

Don’t do business with these people. They are dishonest and provide no support at all after the job is done.

This company is outright rude, unprofessional, and inappropriate. They are bullies and do not respect their customers. The scheduler is dismissive and once you make an appointment, they will cancel day of, last minute, and after services should be performed. DO NOT USE EMS home services.

AWFUL COMPANY AS A WHOLE. My experience was extremely stressful and unprofessional. I received a call 20 minutes before technician was to arrive. I called in to make my payment for the service call fee. After 4 hours, I called in and was told that someone came by and I was not home. Per my Ring Doorbell, the guy walked up to my door. Took pictures of my dogs, then left without even ringing the doorbell! I called the company and was told that the representative could not get in touch with accounting or a manager after 25 minutes. He told me that he would have to send them a message and end the call. I insisted I would hold as I needed to receive answers after I had taken off work and paid money for a service that I did not receive. The representative offered to schedule another appointment for another day. Still waiting for refund.

Do Not Hire This Company!... Beware. They will setup an appointment, not show up, not call so you're not sitting around waiting & then they won't contact you to apologize & reschedule. You'll have to contact them & then be treated as if it was your fault when they say you didn't answer the door. They have Horrible customer service so imagine what it'll be like hoping they stand behind their work. We were waiting for them to show up during the heat of summer to look at AC. Do yourself a favor & call ANY other company. 0 starse

This company has failed - for two full weeks - to either assess or solve the problems on two A/C units at our home. They have made multiple unfulfilled promises, and have yet to deliver so much as an estimate to when repairs will be made. Complete failure at every possible level.

TLDR: Avoid this place. We had an EMS Home Services Austin technician come out to our home on 31MAR22 sent by our home warranty company (Old Home Republic, OHRP). We were told at the time that our A/C compressor had given out and parts needed to be replaced. The technician said that parts needed to be ordered and they would contact us as soon as they were able to come back and replace parts and get the compressor back up and running. They also removed our compressor cover, disabled the A/C and left the cover sitting outside. Since then we have received Zero communication on parts or time frame for replacement. Meanwhile we have no running A/C. We have called repeatedly and been given different explanations each call. First we were told that we were waiting for parts (04APR22) and they were bid on, on 02APR22. We were told the bids take 24/48 hrs. When we still had not heard anything later that week we called and were told we were waiting approval from the "in-house" authorization department at EMS (06APR22). We called a third time 08APR22 to check status and were told that we were still waiting for authorization, but this time from OHRP and it was suggested to us that we switch home warranty companies to fix our problem and additionally that our bid for repair had just been submitted the day before 07APR22 (...Huh). We called and double checked with OHRP and they're messaging states that all work is preapproved for what is covered in our warranty. We called a fourth time 11APR22 to check status or receive any update on when our repairs may occur and our calls are no longer being answered. As of this point in time we have still had Zero communication from EMS Austin. The only communication done has been by us attempting to follow up with the company. We also still have no A/C in our home. EMS was paid their fee and they are supposed to be our independent contractor with OHRP. However, no work has been done and no communication has occurred other than the initial technician coming to identify the issue. Currently contacting OHRP to see about getting a new contractor or fixing this issue. If we had been treated honestly by this company we would have been fine, but the dishonesty was the nail in the coffin.

If you can give an o star it would be more appropriate. I was forced to use this company to repair my heater through my home warranty company and I regret ever agreeing to use them. They told me the blower motor was defective and they replaced it. This didn't fix the problem and after the "repair", my thermostat wouldn't power on even though it was perfectly fine before they started their work. I didn't receive an apology or explanation for this from the technician, Brandon, nor from the manager, Kenny. In fact, the technician left my house without telling me anything (he didn't even tell me he was leaving) and I had to call multiple times to get any kind response from them. Of course, they continue to deny having anything to do with breaking my thermostat and refuse to help unless I pay them almost $1000 to replace the thermostat. They couldn't even send me an itemized receipt listing the blower motor that was replaced. I've been without a heater for 3 weeks now and I've decided to use a more reputable company that is reasonable and communicates rationally with me. I will forever avoid this company and recommend that you do the same. Please check their BBB reviews before you use this company, and they are all about the negative reviews for their poor services!

EMS home services is a horrible company. They do not care we are living in our home over a week with temperature over 80 degrees. They are unprofessional, do not have reliable and trust worthy repairmen, want additional money for freon it went from $200 to $800 within a couple of days and without them coming to the home. I don't trust this company and see awful reviews with similar experience. I plan to cancel the home warranty with Cinch if they use this type of company I don't want to work with them.

My father, who is 76 years old as well as handicapped disabled, put in a request through his home owners insurance to have EMS assess the need for ac cleaning. When the technician came he informed my father insurance would not cover it and that it would cost 1000 plus dollars. My parents are on social security and could not afford this, so i hired another ac company who charged us 400$ locally and completed the service well. Time passes and my fathers ac units motor went out. He contacted his home insurance who again used EMS. A technician came, stated he would return after parts were ordered and pricing and a week went by. Meanwhile all my parents have in the summer heat are window units. I spoke with the owner today after receiving a text that we needed a specialist and it would take longer. He then proceeded to tell me that my fathers home owners required proof that the unit had been cleaned and that there would be no work completed until we did. That we had not used them for cleaning so the insurance would need pictures. I clarified that with him twice. I personally contacted the homeowners insurance who informed me that wasn’t true and that they don’t require maintenance proof for repairs. They EMS while i was on hold and did not respond. So what I have taken out of this whole experience is that EMS Home services does not hold to professionalism or business ethics. They choose to do poor customer service if the individual refuses services from them and in essence would punish an elderly family by leaving them in the heat. They would then lie to cover up their poor business ethics. Im truly disappointed in how this company has behaved and hope others read this review and choose to support a more ethical and professional company.

EMS home services was assigned to us from my senior citizen father warranty company, my father has now been without AC for one month!! First they said it was the thermostat and had to order one week later another tech came out stayed on personal calls the entire time he was installing the tried to leave with the AC not working had to call the office to get them to do something to help so the decided to order a fan motor so had to wait another week then the same kid came out rushed to install then said he was done and got in his truck I checked outside unit the fan would turn one a second then turn off never would fully come on I rushed outside to tell him made it come back in he looked at it told me it was working fine mean while my Dads dog got out when to grab her and he goes to his truck and leaves.. AC not working and it was after hours sent messages to office they had me send the videos to Rusty and then heard nothing called again on Saturday morning to find out they Had closed the workorder OUT.. I couldn't believe they did this so fight with them they recalled it and sent another tech out 3 days later he comes out and said it was a bad fan motor that was installed so he had to order another one another week later he comes and install and the unit is still doing the exact same thing!!! So officially ONE MONTH with NO AC!!!! Taking advantage of senior citizens is a crime, making a senior citizen sit in a HOT house is abuse what kind of company does this???

EMS Home Services is not following through on the completion of recent work performed. Lonnie, one of the owners, replaced the Straiter Valve on Thursday, March 19th, and attempted to refill the unit with freon. He said he was out of freon (although he had about 10 cans of Freon in the back of his truck) and would send a guy on Friday, March 20th, to fill it. Prior to Lonnie leaving on Thursday, he set my inside air so that someone could come to the outside unit and fill it up at their convenience since I was not going to be home. At 8 pm Thursday evening I received an automated call from EMS to schedule my Appt for Friday. I returned the call at 8:05 pm and left a voicemail re-stating that Lonnie set the inside air on and that we agreed, and that I gave permission for a tech to come anytime on Friday, March 20th, to fill my outside unit with freon. I called the company that morning, Friday, March 20th, to confirm that someone would be stopping by to fill up the freon. They said since I didn't answer my phone that morning that they were putting me on the schedule for next week (the week of March 23-27. I told them that Lonnie, the owner. assured me someone would be there today, Friday, the 20th, and that I even responded by voicemail the evening of the 19th, reiterating our plan. They said lots of other people were in line and Id have to wait. I asked if the other people had been waiting since December for their air to be fixed. (Yes, my air has been out since Dec. and this same company has been out 3 times since then) This has been my experience .

My A/C was not cooling down my home so I called my home warranty company. They sent out a tech from EMS, he only looked at the outside unit and said I was low on freon. He added some and then left. Less than a month later my unit started making noises from the fan and I again called my home warranty company, they again sent out a tech from EMS. This person looked at the outside unit and said that it had a couple of problems but that they were probably caused because the unit had not been serviced in some time, and the warranty company would not pay for service due to lack of preventive services. I called another company and the tech that showed up examined EVERYTHING and said that I had a leak in the unit upstairs. The amount of debris in the outside unit was not causing the problem. So if I went with EMS I would have the unit cleaned and continue to pump freon into the unit forever because they did not bother to look over the whole system. I am not an A/C tech of any kind but I do know that you have to look at both ends of a water hose to see why the water is not coming out.