Air Demand

First American Home Warranty work claim. I was skeptical of Air Demand at first because of bad reviews I read. Air Demand responded to my claim the following morning to schedule repair. They were able to work with my work schedule. On day of repairs, the dispatcher was able to advice me of how far out the tech was from servicing my A/C. The tech had the part needed to do the repair and was done in 20 minutes.

TERRIBLE CUSTOMER SERVICE!!! We were referred to Air Demand through our home warranty company, First American. Air Demand attempted to contact us ONCE. They left a message and when I called back the next day no one answered. I left a message including my cell phone. They never called. When I called them back TWO DAYS later the woman rudely told me that she had turned the claim back over to First American since they "were unable to get in touch with us". Two days and one attempt. That is terrible service. Air Demand - if you are not going to give First American customers the same treatment you would give other customers, then why take the referrals at all?

This was their 4th time out for the same problem (it took them awhile to figure out the problem). The AC wasn't working they came out & "fixed" it. Then I had to call them out again for the same problem. For what is hopefully the final time…I called them on a Thursday, they came out on Friday told me that they would have to order parts and would be back on Monday. I called Monday morning and was told that they had to order the parts he would look into it and call me back in 30 minutes…I never received a call back. I called on Tuesday to check the status and was told that they were picking up the parts and would call me when they were 20 minutes from my house…again NO call. I had to call them again on Wednesday to see if they were actually going to come fix my AC (the thermostat was reading 95) and was told that they would be at my house between 9 & 12 on Thursday. I stayed at home all morning on Thursday and had to call them at 12:15 to see where they were. They were stuck at the job before mine (I totally understand that this can happen, but a phone call would have been nice). I have to pick my kids up from school @ 3:00, so I reminded the office girl that I wouldn't be home starting at 2:45. Her response to me was that most of the guys were trustworthy so they could be in my house while I was gone. I'm sorry…at this point I don't TRUST anything about your company!!! I said, no I won't be leaving any of your workers in my house while I am gone. They finally arrived at 1:30. When they were finished inside, I went upstairs to turn off the lights that were left of and found that there was mud tracked onto the carpet and a mess left behind for me to clean up. I sure hope our AC is finally fixed…if not, I think I will be calling a different company!

Tech was supposed to call before arriving and didn't, he should up at the very end of the three hour scheduled window. He didn't say who he was, thankfully he wore a company shirt and drove a company truck. Was rude short and had the general demeanor that he didn't care what I had to say about what was wrong. He looked at the exterior unit and said it was borderline low on refrigerant and washed off the coils. He walked up to the attic, with only a flashlight, and came down in under 5 minutes and said there was nothing wrong with the unit. He then went back to the exterior unit and said it was a little low and asked if it should be topped off, I agreed. He then said there were 3 pounds of R22 placed in the system. That is not a little low. I asked about my complaint the reason he was called out by AHS, A/C not cooling, running constantly, and an odor when the A/C runs all the time. He said there was no odor and we didn't know what we were talking about and said the system was fine. We has a plumber out doing some elective work and even the plumber called the tech out on the odor and again the tech said neither of us knew anything. Less than a week later we got a different company out. The coil and the internal drip pan were rusted out. The coil was leaking R22 into the home, which accounted for the odor when the system ran constantly. The plenum wasn't properly attached, allowing hot attic air and dust into the house. Obviously the Air Demand tech didn't even open up the coil or look at the system.

They were professional and thorough. They were able to order and install a part necessary to prevent dryer lint from entering my attic.

Service from AHS was dispatched to Air Demand. They came out the day that they were notified of the service request, identified the failing component, ordered the part and returned in two days to replace the part(they gave me a work around on the first day that got the AC working again). My only complaint was they were later to arrive than committed on both days.

Our air conditioner stopped cooling and I requested a warranty service online with AHS at 8pm. They sent me an email with Air Demand's contact information and I called and left a message the following morning. I received a call back within the hour and they stated they would come out between 12 and 3. I requested a call from the technician when he was on his way. He called at 3:15pm and stated he would be at my home in 15 minutes. He came and quickly diagnosed the problem, replaced the capacitor and was on his way.

The person who came arrived in his personal car, not a truck. My husband said that he did not even stay for 30 minutes, did not leave a copy or show to my husband a copy of the detailed checklist for this service as required by AHS. He left a scribbled and very difficult to read Air Demand receipt - very general - just said that both systems were working properly. As noted, we have had our units professionally maintained for years, and know that this service SHOULD take at least 90 minutes - perhaps 1 hour if 2 technicians are there. When I returned home and looked at the time involved, as well as the receipt, I was furious, and called Air Demand to protest. The gentleman who answered the phone told me that this was a good technician and that taking an hour to an hour and a half for a preventive maintenance check meant that the person providing the service simply didn't know what he was doing! I complained to AHS - Air Demand refused to come back out again, so they sent a technician from another company - Airwise. This technician very carefully checked everything, added 2 pounds of coolant after cleaning the coils and checking everything - it took him just about 90 minutes! He left a detailed checklist and showed us everything that he had checked and the few problems he had found. As AHS has a special rate for the cost of the coolant - we only paid $44 instead of the $200 that would be charged if we were not AHS clients. We were very satisfied with his professionalism, promptness, and the promptness of Airwise in calling us to advise the tech was on his way, and the callback we received about his service. I don't know why Air Demand received such a good rating from another customer, because our experience was TERRIBLE, and we had first requested Air Demand from AHS because of their good rating on Angi'e List!!! What made us even more upset was the rude and callous way I was treated on the phone when I called to complain. I was not angry or rude on the phone, but I explained what we understood from AHS about what was involved in the service as described in the AHS checklist, in addition to our past experiences with preventive maintenance. I said that the service was not acceptable, and that we wanted it redone. We got a rude response and refusal. Not a professional company at all!

DEFINITELY CALLING FOR REPEAT BUSINESS! I was referred to Air Demand by our Home Warranty company who I called at 6pm after finding out our upstairs A/C wasn't working. I called Air Demand the following morning, my call was returned within the hour. Service techs arrived a bit late but I noticed their time window was an hour off what I was told so I figure not their faults. Professional and polite they checked the system, made diagnosis and repair then were gone all within one hour. Techs made sure I was happy with their service ensuring all aspects of the A/C unit were working before leaving. They get an A+ in my book! * update: they had to come back out 3 times because it was not fixed correctly. I would give them a C for my overall experience.

called immediately came out fixed the problem