Compass Air Service

I had a Trane XR HVAC system installed by Compass Air, and within just few months, it broke down. After contacting them for help, I received no response, forcing me to hire and pay a local technician to fix the issue. Seven months later, in winter, the furnace failed the very first time I turned it ON, I had to hire local technician to troubleshoot. I was told it was defective and not properly tested during installation. Despite spending $10,200, the system is not working. I tried to reach out to the manufacturer 'Trane' but they did not offer any help either. They just redirected me to whoever installed my system. Compass Air has poor communication, no follow-ups, no quality control. They are bad at picking up calls, won't reply to voice message, wont reply to text and wont reply to emails. They don't want to be accountable for the work after installing unit and taking the money. I regret choosing them and would advise others to carefully research customer reviews and pay attention to calls/correspondence to ensure they get the UNIT & service after paying tens of thousand of dollars. I was promised the following during installation but none of these has been honored by the company. 10 Yr compressor :( 10 year parts :( 2 Year Labor :( 1 year maintenance :(

Needed a completely new system in my home. Went on Good Contractors List to schedule companies to get different quotes. They came out (pretty sure the gentleman’s name was Sam). He was very professional. Went over our options with us and did not try to pressure us into making a decision right away. The problem comes in about a week later. While dealing with Mike. Told him that I would have to finance at least part of the system. He took my information and ran my credit they day ( got notification from Credit Karma, so I know they ran it). I’m guessing that I did not get approved, due to the fact that I never heard from him again. This was on a Monday, waited until Thursday, then called his office and left a message for someone to call back and let me know what was going on. Never got a return call. If I didn’t get approved, that’s fine, but at least have the courtesy to let me know so that I can make other arrangements. I had told him that our unit did not work at all! They decided to just leave us in limbo for a week. Seems like they are really nice…as long as they know you’re going to give them your business. If not, they don’t want anything to do with you. VERY UNPROFESSIONAL!

All went well.

Compass delivered the best bid, the best responsiveness in a time crunch and one of the fastest available installation times compared to their competitors. They came on time and finished the work within the time frame they provided and cleaned up their job-site well. Even after having some questions on the new system a few days later, they quickly returned to my home to adjust the system and have it delivering peak performance. I'd recommend them.

Mike was very friendly and put together an estimate for me from the architecture plans that I sent him. I spoke with him a few times to answer any questions that he might have. I received the estimate in about a week. I looked at the estimate and there was not any air-conditioning specified for the hallways or the lobby. I called him up and asked him and he said he didn't really notice them and that he would look at them again. I asked him how he might have misunderstood that there was no air-condtioining in the hallways or lobby and he told me that I should find someone else to do the air conditining and then he hung up on me. I asked a simple question that triggered this VERY unprofessional response. He didn't want to do a $90,000 - $100,000 job because I ASKED him how he missed the hallways and lobby.

Easy to work with. Excellent free estimate with detailed explanation about what would be needed and why. The price was significantly better than the service I regularly used. Team arrived on time and worked quickly to replace the system in less than 6 hours. They missed replacing one duct and quickly returned to rectify. A greta experience.

Jeremy was very was a true professional , he did not over explain or try to sell us anything more than want we wanted or required. The installment crew were knowledge, professional and just very nice gentleman. Received the bid in Friday the work was done by 1:00 pm on Saturday.

The pump failed and they were in and replacing the unit within the next day. The installation was good and we had no problems. The work was done in about 5 hours and there were 4 people here.

Installation went great. The installation team arrived at the scheduled time and went to work after preliminary introductions of the work crew. They were replacing an 18 year old system and it was not easy to do. I was very impressed with the work and clean-up. Total time for the replacement work was about 6 hours. Prior to deciding on Compass to do the installation, I did a lot of research and had nine estimates and conversations with various company representatives. All were very courteous and had good recommendations. Compass was not the low bidder nor were they the most expensive. I spend some time on the phone with Mike, the owner of Compass, after my initial meeting with Todd who gave me the estimate. Mike was very helpful and had new suggestions about the install. This company is top notch in my book and I highly recommend Compass. Really nice, helpful people. I decided on a Trane system after reading all the reviews and talking to the Trane factory representatives and to Mike. It should be a really good system and I will update this report as necessary as I see how the system operates as it ages and if any repairs or adjustments are needed, I'll give updates on Compass. Great install, good people all around from Mike and Todd to all the service guys. Again, I highly recommend Compass.

I decided on this contractor as they were listed on the Trane website and my neighbor engaged them based on the research he did. Everything went great! All individuals involved were prompt, responsive, and courteous. Jeremy, who provided the quote and was my sales consultant/project manager, was very knowledgable and patient with all my questions. The owner called me personally when I had further questions. The crew was very careful and cleaned up so well after that you couldn't tell they were here. I was especially appreciative of them vacuuming each air register for insulation pieces that may have dropped during installation-- without having to ask. They reviewed my new control pad with me before they left and showed me how to change the filters. They registered all my equipment with Trane for me--what a relief! Both systems have been running for two months and no issues. I have been very pleased with Compass Air and would definitely use them again!

They did not wire the unit properly causing numerous circuit breaker incidents where it turned the power off. They lied about fixing when all they did was unplug the wrong wire. They did not advise me to put a cover over the outside compressor which allowed ice and mist to affect the compressor. The cavitation caused the compressor fan motor to go out a little over a year after the unit had been installed. We were without heat for 5 days waiting on the new compressor fan. Had another professional come to double check the work.

It went like H***! Beware! About a dozen men show up and then pull the two (2) outdoor units, and ripped out the two (2) furnaces and all the duct work in the attic. This was all done without first pulling a legal permit from the city. His men step through my ceiling and can lights, at a point where the ceiling rises from the upstairs hallway into the den. They didn't come and repair and because the ceiling couldn't be touched up (as it went into 25ft foyer), it cost me about $1,800 to have it repaired and repainted. My electric bill doubled by $250.00---not going down by 50%. I call another Trane dealer and the local District Mgr at Trane Corporate. Trane authorized this dealer to come and inspect, at no charge. Turns out the units were low on FREON (months after being installed) and I'm told the ducts are too small, causing the oversized units to struggle to pull enough air through. Additionally, they told me that Compass did not install the units to city code, and that I was heating and cooling my attic. During all of this, Mike refuses to come inspect the poor install job, dodges my calls, and then sends a (c/y/a) letter stating that he couldn't reach me, and wanted me to help him help me. Well, a year later, I've now sold the house and I'm filing suit and the City of Keller is going after Compass. It seems after I argued that no permit had been pulled, 3 months after the fact, they filed for one. The city said it doesn't work that way. I've lost a fortune. Do you want to be next?

I had hired Compass Air last year to install a completely new system and figured it was time to get it checked to make sure everything was ok. The tech arrived on time, and cleaned the coils on the outside unit after he inspected it and he checked the inside unit and everything was working great. He adjusted the temperature controller for me and was very pleasant and professional. I would definitely hire them again any time. They do great work and are very honest.

I'm not one to write reviews, positive or negative, but felt compelled because I was so impressed with Compass I waited because I wanted to make sure the units did not have any issues, and if so, how would Compass respond. I took 5 bids from local HVAC contractors, excluding the big box stores. Compass was actually the last one I met with. The meeting was friendly and the sales people were informed, educated, and most appreciated, easy going. They are a small company, but just big enough to provide the service I was looking for. Also came in as the cheapest for the same make and model. I priced the same equipment with all contractors. I chose Compass over a competitor with a similar bid because of their smaller company size. Salesman told me it would take two crews one day to install my two units, 3.5 and 4 ton, and that they would arrive at 8 am and be done by 4pm. Like clock work, they arrived at 8am and were done by 3:30 pm. Installers were courteous and made and effort to be clean. They laid sheets down everywhere they would be walking. That Sunday, one unit stopped working. Called service first thing Monday morning, and they had a technician at my house within a couple of hours. There was a bad weld on a compressor, so they replaced the entire compressor. Obviously at no charge. So long story short, I would definitely use them again.

A few years back, before Angie's List existed, I used Compass Air to replace my outside unit because it died one nice hot summer day. They were professional, quick to respond and fairly priced. I was very pleased. A few days ago I used them again. The inside unit had stopped responding. They arrived within the time frame they estimated and they completed the work quickly and for a fair price. They replaced a transformer on the control board, located and replaced wiring that had been stripped by rodents/squirells which lead to the short circuit that killed the original transformer and inserted an inline fuse to protect the new transformer. Excellent overall service!

The responsiveness seemed to be real good and everybody seemed to be very professional. The price was very good and it was the cheaper among the ones that I had called. I have liked them so far. I still had a problem with one of the units and in fact they are coming out this afternoon because it's not holding its temperature and they have not quite figured out what was wrong. But they have been very responsive about coming back out when I have asked them to come. It's not like having to leave some messages and they are just right on top of it. I do appreciate that.

My 2 story house has 2 air conditioning units - a 4 ton unit for downstairs, and a 3 ton unit for upstairs. The downstairs unit bit the dust. Dead, dead, dead. After determining that there would be no repairing the old unit, I came to Angie's list to find a reliable HVAC company to come out and replace the unit. Even though the downstairs unit is the only one that died, we opted to replace both units (they were both the same age and had been equally problematic over the past 3 or 4 years) with brand new Trane XL16i's. The first few companies that I talked to wanted approximately $14,000 to do the downstairs unit alone! The lady I talked to at the last company could tell that I was floored by the price and told me to contact Compass Air. She said that they do great work and always have a good price. I couldn't believe my ears! A competitor actually referred me to them! (During my own search of Angie's List I did in fact see Compass Air, but kinda skipped right over them because they did not have enough reviews.) Sooooo..... I thought I'd take a chance and give Mike a call. They came out within a few hours and gave me a quote of $14800 for BOTH units, which works out to about and frac12; of what everyone else wanted to charge. They got the job done very quickly, and were mindful of my home making sure not to ding any of the walls or soil the carpets. Over all, these guys were fantastic! They worked in a LOT of heat and did the job quickly so that my family would be able to stay comfortable. Words can't express my gratitude for the job they did, their professionalism, punctuality, and overall service.

Shane was able to get a technician out to our rental property on the same day we called. Rather than trying to sell us an entire system, they replaced the motor on the condenser for a fraction of the cost. We have used Compass in the past and will continue to use them in the future because of their honesty and professionalism.

Todd gave me a very fair estimate and explained the different systems. No pressure. I called and accepted the offer. Work crew arrived on time, very professional. Completed the change out in 5 hours, and cleaned up behind themselves. I couldn't have asked for more. Good job!

I called Mike from Compass Air on Wednesday 4/4/2012 after I received one of their coupons in a mailer that day because I had a pretty good idea that I definitely wanted to get a Trane a/c system installed in my house because my other unit was failing. He was very nice on the phone and even though I called late in the afternoon, he showed up within an hour to give me a definite bid on replacing the inside and outside unit at an excellent price. He suggested a much better seer rated unit for a mere $200 more and I immediately signed a contract to have them install my system because of the price, size and quality of the Trane system I was going to get and they had a rebate for that particular unit going on. I had gotten several estimates for replacing the entire system from at least five other a/c companies and Compass air was by far cheaper than the rest and offered me a much better quality system than the other companies at a fantastic price. They gave me an installation date for Friday 4/6 between 1 and 3 and they showed up shortly after three o'clock with the new unit. Mike had called me a couple of times during the day to let me know how things were going and he called to let me know that they were on their way. Five installers showed up to install my new a/c system and they were all very professional and courteous. It took them a while to get the inside unit installed in the closet because the new unit was a bit bigger than the old one, but they managed to fit it in there. Even though they were all there until 7:30 on a Friday evening, they never rushed with the installation and they made sure that everything was done correctly and clean and tidy before they left. They even vacuumed up some dog hair in my hallway! I would definitely recommend Compass air if you are looking for a new air conditioning system because of the price, quality and outstanding service. They made everything so much easier on me and I absolutely love my new Trane cooling system. It is so much quieter than the old unit and blows out lots of cool air. You can barely hear it even when you are standing close to the outside unit when it is running.

I called for and received an estimate for replacing my central Heating and AC system and was extremely impressed with the honesty and integrity of the company. I received several quotes, all from top ranked vendors, and made an easy decision that Compass Air Services was the best in terms of customer treatment as well as how they treated their own employees. I intend have them replace my entire Heating and AC system in the spring and wouldn't consider using anyone else.

I’m satisfied with them. Update 7/31/12: After having the heat pump installed by Compass for almost four years now, I'd like to update my original review and rating. The new home we purchased in 2005 had a 3.5 ton builder's model piece of junk heat pump installed. It could not maintain 76 degrees in our 2200+ square foot house on 100+ degree days like today. Finally, after three years of this I'd had enough. I thought upgrading to a four ton system would be sufficient, and received many estimates from A/C contractors. Mike Pryor of Compass was the only one to suggest that I needed a five ton system and would not notice much improvement with a four ton. On days like today when the temperature in the shade is 107, I realize he was right.

They were very honest and they cleaned up their mess. They are the kind of people you wouldn't mind your kids being around. They were very professional and very well dressed. They were well mannered and on time. They were very reasonably priced and very quick. They were just really good all the way around.

I was impressed with them because they told me that my heat exchangers looked really good and would last ten more years. They also reworked my ductwork so that the temperature would be more consistent in all rooms. They laid plywood around the unit in the attic so we would have a safe environment if we needed to access the unit.

Excellent - Mike was very professional - came in and gave us a free estimate and advised us what to do given our problem with the upstairs not cooling down properly. Gave us a $1,000 discount for having 2 units installed. Mike uses all of his own employees (not contractors) - 5 or 6 of them came on Aug. 8th at 7:30 AM and were finished with the job by 2:30 PM. They only install Ruud (same as Rheem) and Trane (same as American Standard). These guys really know what they're doing! I am so glad we've found some great A/C guys!