Airstar Services

I pay $24 monthly. They come twice a year or as needed. I also get a discount on parts.

Placed a called into Fidelity Home Warranty when the A/C stopped blowing cold air. I received a call the next morning from Airstar to set an appointment - they were available on Thursday, but I couldn't make the date work and requested Saturday instead. She did tell me they didn't have an opening, but they could put me 'on call' and give me a 30 min notice when they were available; not the preferred option, but it was at least an option! Saturday morning I received a call at 8:30am letting me know that Daniel was headed my way - and he was here within 20 minutes. Very professional and kept updating me as he was working and going between the attic and outside unit. There was a slight electrical connection issue, which he fixed, and then checked all other parts to ensure the unit was working correctly. Very impressed with their ability to fit me in so soon, arriving as promised, and quickly fixing the issue!

In early July, I placed a service call with Fidelity National Home Warranty (FNHW) requesting service on my air conditioning, and on July 6, 2015, their technician arrived to diagnose the problem. He determined that there was a leak in the coil and indicated that it would need to be replaced along with some additional work. I was told that as an alternative, instead of fixing my existing system, I could request a settlement from FNHW and then simply purchase a new system from AirStar. I did not feel it should be necessary to do this, since it would still cost quite a bit of money out-of-pocket, and the purpose of having the home warranty was to ensure my system would be operational - or, if it ever needed to be replaced, that the home warranty company would do it. So I declined and told the technician to proceed with the home warranty company, which approved the coil replacement but which did not approve all of the ancillary work (approx $442) which would be at my expense. I provided a credit card authorization for the additional work and was told that it may take a few days to get the coil, after which the installation would be completed. I agreed. Almost a two weeks went by and I heard nothing from either FNHW or AirStar, so I called AirStar and was told that they had not received word that the parts were ready for pick-up, but according to them, they had been checking every day. I suggested to the person I spoke with that I had heard nothing - that no one had been keeping me updated, so that I had been kept entirely in the dark - and suggested to them that this conveyed a lack of urgency on their part, and that it was important to keep me updated. Hearing nothing more over the next couple of days, I phoned FNHW (July 23) and spoke with a person in their authorizations department who, after checking a bit, informed me that he had just had to re-submit the order. Even though I asked why that was, no explanation was given. I also asked to speak with a manager, which I did, and explained that this was unacceptable and that I wanted someone to take charge of the process and create a sense of urgency. The next day I was advised by AirStar that the parts were available for pick-up, but the earliest that they could be installed was the following Tuesday - 4 days later. I explained that given the delays thus far that a 4-day delay in installing was not acceptable, but I was told that that was the earliest they could get me on the schedule. Not wanting to sit in a stuffy house in 100F+ weather for 4 more days, I scheduled some time out of time and asked AirStar to return Thursday July 30 instead to install the new parts and perform the additional required services that I had paid $442 for. The technician arrived on Thursday and installed all of the new parts and performed the services. But the system was continuing to blow hot air - nothing had gotten any better. At this point, since the original service had been dispatched by FNHW and that FNHW had chosen AirStar as their installer, I called FNHW again, explained the problem, and asked to speak with a manager again. At this time, I made it clear to FNHW that the situation was intolerable and that it was time now to cut through the nonsense to get this equipment properly diagnosed and fixed. I had to be out of town from the following day (July 31) through August 5, so AirStar was scheduled to return on August 6. The technician who had originally diagnosed the coil problem returned, examined the unit, and determined that some work needed to be performed on the outside unit - suction drive, pipe, and some other work that I'm not competent to explain. His attitude was a bit flippant, which I did not appreciate, as I reminded him that it had been a month to the day from his original diagnosis of the problem - at which point he told me that I could have taken the settlement and bought a new system, as he had proposed on his first visit, but that I had chosen not to do that - as if the problem was somehow my problem because I didn't opt to purchase a new system from AirStar. The problem here was that this technician had not completely diagnosed the problem, not my choice to decline purchasing a new system. By now, FNHW and AirStar appeared to have a sense of urgency, and AirStar returned the following day (August 7) to perform the work. The work was completed, but after they left, the system was continuing to blow hot air. After giving it a couple of hours to see if it would cool down, I again called FNHW, spoke with a manager, and let them know that the repairs had failed yet again. I was contacted shortly thereafter by AirStar, which set another technician to my house later the same day. That person spent quite a bit of time checking everything out thoroughly and determined that the new transfer valve that had been installed as part of the original replacement coil work was apparently defective and needed to be replaced. It was now late Friday, and the technician explained that if they could locate the part Saturday morning (next day), they'd be out to complete the work, but if the part could not be located, it would be Monday before it could be fixed. (Apparently the normal warehouse is closed, so they'd have to source it elsewhere). The following morning, I received a call from Roger, who told me that the part had been found and that the service would be performed later that day. The technician arrived later in the afternoon, installed the part, and everything now seemed to be working properly. The technician stayed for 15 minutes after the repairs were completed to make sure that things continued to work OK, which they did, and the system was finally operational. --- I had to carefully think through my ratings of AirStar, as the initial two week delay in getting the original parts appears to have been caused by FNHW, not AirStar, and I don't hold them accountable for that. But during this time, knowing that there was an outstanding order, they should have been keeping me informed, and, when the delay seemed to go beyond what would be considered normal, they should have contacted FNHW to try to find out what was wrong. Just sitting there checking and waiting for the parts did not convey a sense of urgency or concern. While they did not place the order, they should have known that the delivery was taking a lot longer than it should, and in the interest of getting things done, they should have tried to find out why - keeping me informed. And once the parts were available, there should have been some way to give me priority on their schedule, given the delays that had accumulated thus far. But there wasn't. The fact that it took 3 visits to completely diagnose the problem is a major concern. But more importantly, the fact that after each visit, AirStar did not take steps to verify that the repairs actually fixed the problem is an even greater concern. Had they been thorough in testing the results of their repairs, they could have immediately launched into the next steps of diagnosis, rather than for me to have to call and reschedule a technician's visit, thereby introducing yet more delays in getting the problem fixed. It is simple professionalism that a service technician ought to fully confirm that the problem has been solved before they depart - especially one of this magnitude and impact. And if, for any reason, it is determined that problems still remain after the work is done, that a plan of attack be laid out for the steps that need to be taken. This was not done and is a major factor in my rating of this firm. During the final 3 days of resolving this issue - after hounding FNHW about the problem and insisting that this issue get the urgency that it requires - I was pleased with what seemed to be a renewed sense of urgency from AirStar. At this point, they were responsive, followed up quickly, and finally got the work done properly. I appreciated Roger's follow-up on Saturday to make sure that the transfer valve was found and installed - and had this sense of urgency existed from the beginning, I would have rated AirStar higher - although the fact that it took three tries to correct the problem would have still resulted in less than a top rating. While most of the technicians who worked on the problem had generally professional attitudes, the one who provided the original diagnosis and the flippant comments during the second diagnosis was not - at first. At the end, however, his attitude did change significantly, as he was the one who completed the final repair and went out of his way to make sure that everything was OK. It's probably safe to assume that much of this stems from the overall urgency that this issue was now being given by AirStar, but it is fair to mention this. Rating summary: Overall: D - due to incorrect diagnoses and lack of sense of urgency until the end. Price: C - FNHW covered the lion's share of the costs, but it seemed I paid a lot for the extra work that was needed, that didn't seem to take a whole lot of time to complete. Quality: D - due to lack of verification that the work that was done had actually solved the problem Responsiveness: D - Due to lack of follow-up, particularly in the 1st 2 weeks while waiting for the parts, and inability to get me quickly on the schedule once the parts arrived. Got better near the end. Punctuality: A - technicians showed up when I was told they'd be there. Professionalism: C Would I use AirStar again? If dispatched by FNHW in response to a service call, yes, but with the caveat that FNHW stays on top of what they do. It is possible that what I experienced may have been one of those situations where everything seems to go wrong and not entirely representative of how they generally do business, so I would give them one more chance if necessary. But they'd really have to be on top of their game.

Jay from Air Star Cooling and Heating was GREAT! Another Air conditioning company was called to my home originally by Fidelity National Home Warranty over 2 years ago. Since they'd solved the problem, I continued to use them for filter change and servicing. The first servicing & filter change went fine, but the technician did complain that the filter was different and a pain to change. The second servicing 6 months later, they said my filter was still clean & didn't need replacing - I believed them. When I was contacted them for servicing this time, they mentioned that the filters may be obsolete. I told them to go ahead & order the filter they said was back-ordered & send the technician out when it arrived. They continued to contact me wanting to perform the service without changing the filter. Hummm. I contacted Fidelity & they sent out Jay from Air Star Cooling and Heating. He serviced my unit, told me he did not have a filter for me on his truck, but shared a website to order them at a fraction of the cost. He then taught me how to replace my unique filters. I ordered them plus the dividers that had been broken prior & Ta-Da - my air conditioning is purring right along! Obviously Economy Air was lying & just wanted the "easy" money.

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When the installer arrived, he was very professional and courteous. I watched the entire process for the installation, ask questions and Mr. Hunt answered the questions and was not bothered by my watching him do his work. He explained every detail of what he was doing and how it worked. Once the install was finished he picked up any trash that had fallen on the ground. Mr. Hunt also made sure the unit was cooling before leaving the residence. I could tell he took pride in what he doing, and getting the job done right.

We have a home warranty and our home warranty was the one that contacted them. They were alright, they were fine, there was nothing special specifically. They repaired and they quoted us on a bunch of stuff that we needed to do but they were very expensive.

The AirStar technician reported the problem to the home warranty company. The home warranty company agreed to replace the failed air handler and evaporator. AirStar Services reported that I needed $1065.00 in upgrades to meet current codes. That sounded excessive to me because the house was just under 6 years old. I called AirStar to ask about the list of code items. I took the list and did just a little bit of research with google. Refrigerant locking Caps AirStar $125 Grainger Industrial Supply(10C217) $72.10 for pkg of 10, (I need 2) Emerencv Drain Pan Airhandler AirStar $260 Grainer Industrial Supply(3HAK2) $60.15 Masking Sealer: AirStar $250 Grainger Industrial Supply (6EJZ5) $34.20/Gal. (I'm guessing 2-3 gallons) Becket Float Switch AirStart $165 The Beckett Float Switch is no longer available, but something that look similar DrillSpot(SKU: 449646) $14.97 I understand that I was only looking at the cost of the parts. You have to take into account labor, overhead and profit. I was willing to discuss this with AirStar. I called and spoke to a lady named Melina. When I pushed back on the price she told me the home warranty people set those prices and they could not change them. I made sure that I understood her correctly. I called the home warranty folks and they said they did not set the prices of the code compliant items. They were willing to give me an average cost of the code compliance items on the list for my surrounding area. AirStar was about $200 higher than average. I tried to talk to AirStar about this. Melina said she would have the technician Daniel call me. I spoke with Daniel who said he would call me back the next day (Friday) On Tuesday, I called him back. He said I would have to speak to Roger (the service manager). I called back to AirStar to talk to Roger. Roger was not available, so I left a message to call me back. Now it is Thursday at 5PM afternoon and no call back. Melina and Daniel were NEVER rude or unprofessional. I just have not been able to get an answer from the company about the higher than average charges. The home warranty company says I am welcome to find another contractor, but I will have to pay them to diagnose the problem and submit a bid to the home warranty company. So I lost my $69 service call charge. The real looser is AirStar. They got $69 for the service call. They just kissed off $3800 for the AirHandler replacement and another $2600.00 in return air duct work I had requested.

See above. I never contracted the work due to Rod's unprofessionalism.

We pay $14 a month. It is a safeguard to maintain our system. The experience has been great. We love them. They are always on time and they are always honest. They have always given us the right answer. They have always fixed the problem. We value their integrity.

We love Airstar Services. They people are fair and friendly and always do a good job.

They work with home warranty companies and that is how we got recommended. We liked what they did so we set up a monthly routine thing with them. They resealed all of our vents, vent openings, ducts, replaced some duct work, put in all new insulation and do our regular scheduled maintenance of our furnace and the outside air-conditioning unit. Initially they were the people that home warranty assigned us to for one particular job one time. But from then it was our choice to go with them from then on. They always get the work done right away. They give us good rates and for the big job they quoted us on a Friday and did it for us on a Monday. When it comes to not working, we had a problem with the capacitor blew on the outside unit and the technician did not have the right parts she temporarily rigged something to make it work for few hours. In the meantime it was all hot and on her way back home she replaced the part. She had to go back to the warehouse to get it and she went ahead, got the part and replaced it on her own time on her way home. Most of the work we did was under warranty. The big job we did was not warranty covered but the pricing on it was competitive. We will use them in the future.

I have a home warranty and it was billed to them. They are okay. The technician is pretty good but the company itself doesn't seem to follow through as much as I would like regarding their customer service. They are not very prompt and if I leave a message I may or may not get a return call. The guys that come over are really good as far as professionalism but they may get pulled for another job, which is not their fault. I will continue to use them until I find somebody better.

We came home in the evening to find our home at 92 degrees F and getting worse. We called many places that night. No one was open or would send anyone that night. Early next morning, we contacted Airstar. They were the only company willing to send someone right away. They arrived on time. A very knowledgeable, friendly surveyor (Danny) assessed the damage to the unit: it needed to be replaced. We requested that the unit be replaced on the same day. They rearranged their schedule to accommodate our request. They brought out a team of two others to help ensure the task was completed. It was the 2nd 100+ degree day here in Dallas and Airstar's technicians did their job in the searing heat without complaint. In fact, they were in good spirits the whole time. We couldn't dream of better service!

SERVICE MAN WAS PROFESSIONAL, COURTEOUS, AND ANSWERED ALL MY QUESTIONS. THE MEN WHO DID THE INSTALLATION/REPAIR WORK WERE ALSO PROFESSIONAL AND COURTEOUS. MY ONLY COMPLAINT WAS THAT THEY SAID THEY WOULD CALL ON MONDAY TO SCHEDULE THE REPAIR WORK (AFTER DIAGNOSING IT ON FRIDAY), BUT THEY DIDN'T CALL UNTIL TUESDAY. THEY DID COME THE NEXT DAY (WEDNESDAY) TO DO THE WORK.

THEY DID A GREAT JOB. I THOUGHT THE PRICE WAS VERY REASONABLE.