RESIDENTIAL SYSTEMS, INC.

I had been using RSI for over 20 years in both my homes and had received excellent customer service until recently. I had an annual service contract covering my AC units for $447.00 per year. RSI would come out in the Spring and the Fall each year to service my AC system. In the Spring of 2021 they did not come out to do the service inspection. I called in July 2021 to schedule an appointment because my AC didn't seem to be working properly. Chris came out and said he didn't think the compressor was pumping correctly. I was charged $105.00. I contacted Mark, the office manager, to enquire about the charge. He said it was for the service call. I reminded him that I paid $447.00 for the annual service contract and that no one had come out to do the Spring inspection. I pointed out that if the Spring service inspection had been completed, the issue with the compressor may have been detected and the service call may have been avoided. I felt it was only fair that the service charge should be waived since they did not come out for the Spring inspection. Mark was only willing to give me a $10.00 refund. I wrote a letter to the owner of RSI, Mr. Elias, to express my disappointment but have not heard back. As a business owner myself, I understand the importance of maintaining good relations with customers. For a $105.00 service call, they have lost my business.

I have been dealing with this company for over 3 months to have my A/C repaired. Due to their failure of fixing the issue the first time, I have been without A/C for 3 months. They are the contractor being used by my warranty company and they are horrible. #1 they NEVER answer the phone. Neither I or the warranty company can ever get them on the phone or respond to our messages. #2 they DO NOT fulfill their obligation to the warranty company as needed or submit documentation in a timely manner which holds up my service. #3 The soonest they can come out is 2 weeks! #4 Their customer service (when they finally call me back on their time) is horrendous and never helpful. I DO NOT recommend them and have told the warranty company to replace them every time I call them. I will be reporting them to the Better Business Bureau.

To their credit, Residential Systems sent a repairman on 4 Jan and replaced the igniter and restarted furnace. He indicated everything was fine. He departs the house and calls his home office, for which the manager instructed him to check for carbon monoxide. We agreed and expected a low reading, as it was checked on 11 Nov by the same company, which yielded 0 ppm of CO. The repairman reported to my spouse that everything was fine. He returns to his truck and then knocks on the door again, indicating his manager instructed him to shut down the furnace citing 10 ppm of CO in the test equipment. The manager spoke to my spouse 2x and in both cases was rude to her, indicating he must shut down the furnace to protect his company. I called the company and spoke to a manager and reminded them of the 11 Nov visit for which 0 PPM were recorded. I asked when the repairman's test equipment had been calibrated. He indicated it was 1 year old and should be fine. Both the repairman and the manager indicated the need to purchase a new furnace; estimated cost $ 3800 (Carrier), and that a replacement part for the heat exchanger was not feasible due to ground transportation logisitics. I informed him I would contact another company to check the reading. After another cold night, John Nugent and Sons sent a repairman who restarted the furnace and carefully checked for carbon monoxide reading throughout the house, about 30 minutes after the furnace had started. There was no evidence of any carbon monoxide; i.e., 0 ppm. Although Residential Systems can cite plausible deniability; e.g., defective test equipment or operator error, I suspect they highly motivated to pressure us into purchasing a new furnace. This came as a surprise as we have been loyal customers of this company for about 10 years. Beyond this important issue, I was deeply offended that a manager/representative of the Residential Systems would be rude to my spouse. Consequently, they have lost a loyal customer. Sadly, this unfortunate experience negated a long period of excellent performance by this company, during which time I would have rated them very highly.

They do twice a year inspection on my HVAC system.

We were first introduced to RSI via our home warranty in 2004, They were our service provider for many years, and we were satisfied. We had non-HVAC related plumbing emergency last year, and the company that came out offered us a "great deal" on an annual service contract for our 5 zones of HVAC systems. We gave them a try, and that test failed miserably. So, we cancelled that contract, and are now very happy to be back with RSI. The team at RSI is knowledgable, friendly and professional, and their pricing is very competitive. Any time we have had issues, RSI has always provided options -- from replacing/upgrading entire systems, to searching the country for discontinued parts.One of the big attractions for us was that RSI gave us a multi-zone discount on our maintenance contract for our 5 zones. We are very pleased to be back in the RSI family where we plan to stay.

We were put in touch with this company through 2-10, our home warranty company. After dozens of calls and a few voicemails it is apparent that this company does not answer their phone (either of the numbers we were given) and they do not return messages. Finally, by some stroke of luck, my husband was able to get in touch with them over 24 hours later, and we were scheduled to have them out 3 days after putting in the claim with 2-10. Keep in mind, temperatures here are over 90 degrees + unbearable humidity and this is our only air conditioning unit. Both companies are aware of this. The technician came out today, told my husband the air compressor was locked up and it or the entire unit would have to be replaced. He said he had called our warranty company and they would have to make the decision on what work would be performed. Once the warranty company was back in touch with them, they get us on their schedule - the earliest at this point would be early next week (4+ days from now). In an effort to expedite the process, I called our warranty company who informed me that no call was made to them informing them of any diagnosis and Residential Systems has 24 hours to get that information in to them. I was also informed that any parts that need to ordered are ordered by 2-10 and this could take days. So we are now looking at at least 7-10 days without air conditioning, in a 3 level home with no basement in mid 90 temperatures. Someone is lying to us and no one is looking to help us expedite this situation. If you have small children and young animals as we do, do yourself a favor and look elsewhere for help. **Disclaimer: I would be happy to remove/edit/update this post in the event that anyone expedite this process!!!!**

I purchased my single-family home in Manassas VA about nine months ago. It has two-zone HVAC and came with a 2-10 Homebuyers Warranty. When I realized I had little heat upstairs (the thermostat said Aux Heat but the room temperatures were continually dropping), I called the warranty company. This was about 4:30 p.m. on Friday afternoon 2/6/15. They told me they would assign the task to Residential Systems, Inc., and that company would contact me. I expected it would be Monday before I received any help, so I was very pleased to get a call from Residential Systems (Mark) at 4:55 p.m. He asked if there was any other source of heat in the home, to which I answered yes. I figured that meant my priority would not be very high, so I was delighted when Mark said they could have a technician to my home at 8:00 a.m. the next morning (Saturday) at no extra charge beyond the standard $75 fee under my 2-10 Homebuyers Warranty. The technician, Terry, arrived right on time and found that although the thermostat was commanding both the heat pump and auxiliary heating coils to power up, neither were working. I had zero heat. Terry methodically began to troubleshoot the problem. It turned out to be a blown fuse in the air handler, which was in the attic. Not content with simply replacing the fuse, Terry isolated the cause to loose aluminum wiring connectors. Terry was pleasant and informative throughout the process. The heat pump and auxiliary heating coils began working again and have continued to do so, making this homeowner very happy. I would be pleased to do business with this company again.

I had a broken HVAC system and contacted my home warranty company. They provided one contractor who came out and was unable to fix my unit, so my warranty company contacted Residential Systems. They asked for my credit card up front, without even diagnosing the problem or providing me an estimate for the work to be done (which in hindsight, I should never give out my cc #) They wouldn't even come out to my home until they had this. It was to cover the $100 deductible as required by my warranty company. They came out (a week after the initial call), and my credit card was charged that day. They could not perform the work that day because they did not have the part. They called the warranty company back and 'lied' to them and said they did not have access to the unit and I needed to pay an additional $65 for them to come back out since they could not repair the unit that day. They did not even mention to them that they did not have the part for the repair on that day. They claimed they had to have access through drywall, which is not the case as I've had a unit like this fixed for the same issue in the same condo building, and no access through the drywall was needed. This is a classic bait and switch operation. They charged me $100 for work not performed, which was a "DEDUCTIBLE" (even says deductible on my receipt) and then try to charge another $65 to come back out. After numerous calls and left voicemails (they would not answer the phone), they finally contacted me back and said they would not refund the $100 even though it was a deductible and they did not perform any work at all. Mark, who I believe is one of the managers, was very unprofessional on the phone. I was even laughed at on the phone and hung up on by a female. VERY unprofessional of any business. Also, Residential Systems is a very UNETHICAL business and I warn everyone to stay away from them unless you want to lose your money and be laughed at and hung up on.

I have been using this company for two years and every single person I have dealt with has been kind, professional, honest and has gone the extra mile to explain things in a way that is understandable.

It went, as it always does, exceptionally well. I have been dealing with this company for the past 5-7 years now and I have absolutely no complaints whatsoever with them. They are fair, very professional, and informative. the do their very best to meet my schedule. When they do arrive, they do not work in the dark and then just charge me. The tell me what's wrong (if anything) with my system and why. They always provide informative, preventative maintenance tips (go figure that!). I always request Terry because he is fast, informative, and very punctual. I would highly recommend this group for your heating/air conditioning services.

The only problem was that 2-10 buys the parts required to fix the furnace - not the contractor (in this case RSI). This caused a 2 day delay on completing the job. RSI did the diagnosis and repair responsively and in a competent manner once they received the part. The problem was with 2-10.

I called my home warranty company because a register vent in one of my bathrooms was not blowing any air and they directed my claim to Residential Systems. What a mistake. The technician was supposed to arrive between 8:30-10:30. At 11am I called their office because they never contacted me and no one showed up. Around 11:30 Terry arrived. He checked the temperature of the air and said the heater was working. I told him that the problem was just the bathroom vent. At first he told me there was air coming out (he held a piece o TP against the register) but I asked him to take a better look because I was sure nothing was blowing from there. He then got his phone and made a picture of the duct and stated that that vent was never connected to the heating unit. He said he would come up with an estimate and contact our warranty company. I was charged $100 (the warranty deductible). Two days later my husband called them to make sure they would contact the warranty, they said they were working on the estimate and would forward it to the warranty company and would also call us back. Eight days went by and I decided to call the warranty co. myself. For my (unpleasant) surprise they said the claim was closed as work completed. I had to explain it all to them: no repair was done and I was waiting for an estimate. The warranty would then have to contact Residential Systems to figure out why it was taking them so long to get back to any of us. Today my husband called this contractor again and was told they were "very busy" but were still working on the estimate. I was done with them, so I gave them a call myself to ask what was going on and now, AFTER ALL THIS TIME, NO RETURN FROM RESIDENTIAL SYSTEMS EVER AND US CALLING THEM 3 times their answer: they do not perform this kind of work and there will be no estimate. Why on earth didn't they say it before? Why did they keep on pushing us around? And why was I charged $100 (my deductible amount) not just their service call fee since they would not be able to do the work? Don't hire this company. They are just not honest with us customers. Every time there's a negative review here their answer is that the customer is upset at their warranty company and is taking it on them. Not my case, we heard from them at 3 different times that they were working on an estimate of a repair they now say they don't even do. My warranty apologized for the time this contractor took to inform them of their diagnose and to make matters worse, here they say the register might have gotten disconnected (or was never connected) from the unit, but to the warranty they said it's missing ductwork. Residential Systems is a big joke.

The repair part was fine, but since this was a warranty effort through a Home Warranty service. Neither party ordered the part. After the part was ordered and I was told it would be another week. I personally contacted the parts distributor, who was located about 2 miles from Residential Systems Inc.

They spend the time needed to identify and solve any problem.

The technician provided us with the wrong diagnostic on what was going on with our AC. In addition, he suggested drilling new holes in the concrete, but failed to notice there was already an existing hole where he could have inserted the tubing. I was suspicious and got a second opinion. So, I got the wrong diagnosis and an overestimate for a solution to an easy problem.

When we returned from vacation our gas furnace was not cutting on. We called our home warranty company, which sent RSI out the next day to inspect the unit. The rep arrive on time and was professional and polite. He cleaned the pilot light and it started working again. About two weeks later we experienced the same issue: the unit was not cutting on. We again called our home warranty company, which sent RSI to follow up. The RSI rep came on time, and was professional and polite. He inspected and thoroughly tested the unit, and recommenced replacing the control board, since all other parts indicated they were working and registering correctly. He had to place an order for the part, and let me know that it may take up to a week. (He also made a few other recommendations about filters and general maintenance, which was very helpful, and recommended moving the valve outside of the unit for safety reasons.) It took more than a week for the ordered part to come in. Once it was in RSI scheduled the appointment promptly, and sent a rep out to install it. He also moved the valve. It was very prompt, and he was again polite, helpful and professional. (For the record, it was different RSI reps that came out for each of the 3 appointments.) Our home warranty company (HMS) was not very responsive or proactive about communicating with us or with RSI about when the part would be delivered. This was challenging since it was very cold, we have small children, and a holiday weekend was involved. RSI was in general cooperative and supportive with the schedule. I don't hold them responsible for the delays. It was simply the nature of this particular issue. But they were very resistant to schedule the appointment to install until they had the part in hand. I wish they could have been more flexible, but at least they communicated their policy clearly and proactively. I recommend RSI and will definitely use them again, particularly if I can deal directly with them instead of through the warranty company.

My blower motor on my furnace went out on Sunday 2/9. I called the office first thing Monday morning. They had someone to my home by 1 pm. The tech was very knowledgeable and had the necessary parts on his truck. I appreciate that the tech made sure to wear shoe coverings while indoors since it was a very muddy, rainy day.

Came downstairs one morning to find our thermostat had no power and the heat pump wasn't working. Our home warranty company directed us to Residential Systems, Inc. I left a voicemail and received a call back in less than 30 minutes. They sent someone out that afternoon who replaced the fuse and everything was working well until I adjusted the heat a few hours later. Again, no thermostat display and no heat. I called them immediately and they were going to send the same guy out, but then they called me back and said they wanted to send a more experienced tech out based on the issue we were having. Unfortunately that meant waiting until the next day. The second tech determined there was a short in the defrost board and said they'd need to order the part. In the meantime he switched the thermostat to Emergency Heat which we ran for 4+ days until the part came in. Both techs and office staff were responsive, professional, and respectful of my time (calling when a tech was on the way). My only complaint is that I was told the office would call me to follow-up about ordering the part and also to let me know when the part came in so they could schedule a time to install it. I ended up having to call the office both times, but again they were responsive and helpful. Overall I was impressed with this company and based on this experience would contact them again for HVAC issues.

After replacing 2 of 3 zone valves the technician claimed the 3rd zone valve started to leak upon pressurizing the system. It was working prior to starting work. He said it need to be replaced and would order the part. The technician FORGOT OR DIDN'T replace and secure the old zone valve properly before leaving. As a result the following morning the zone valve popped out and flooded the entire garage. The technician came back and informed us the heating system needed to be shut down completely until the new part arrives. Needless to say, we hired a new contractor and replaced the new zone valve. Upon doing so we noticed the initial technician from Residential Systems inc. had shut off the gas to the boiler and didn't inform us as to why. We then discovered why. When the system powered up we smelled gas and identified that it was coming from the gas valve. The gas valve had obviously been damaged in the process of his working on the boiler somehow. It was working fine prior to his arrival and there was no smell of gas, unlike after his work. So one flood and gas leak later costing an additional $1,500 to fix I would assert they are very unprofessional. Don't use this company.

A trusted service company for over a dozen years. Reliable and never trying to sell you something. Would never go anywhere else. Just wish they had weekend service!

professional! On time, even early. Would heartily recommend!!!

Excellent work -- their technicians are very experienced and pleasant.

Experience was great from the first phone call to the completion of the installation. The salesman was able to come out fairly quickly and the installation was a few days later. A team of 2 installers arrived at the beginning of the time window provided. They needed to order additional parts, which arrived very quickly with an additional 2 team members. The then 4 installers were able to complete the installation of an entirely new HVAC system in 4.5 hrs where another company quoted me 2 days. They were professional and friendly, answered all of my questions as I asked them and made sure I knew how to work the system before they left. This company was referred to me by a friend and I'll be passing on the reffal to others.

Installation was done on time and when scheduled. I noticed that outside wires and pipes between the unit and house were more exposed than I expected and a covering plate appeared to be missing. I called the company and the junior of the 2 installers came out and told me that was the way it was designed despite the appearance. On prompting, he said he would check with the office, who would check with Trane to see if a cover was available. 3-4 months after the installation I still have not got the promised information or even a call. I have used them for 15 years for ongoing checks of AC and heating. I expected a better reply to my concern.

They are a good heating & A/C company. There prices are very reasonable. They are very fair and honest. I would recommend this company to anyone.