29 Customer Reviews
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Review from Lynne H
1 star07/21/2024
BEWARE of ASIs air duct work. I have been a loyal customer to ASI for 7 years, so when my grandmothers home needed new ductwork I did not hesitate. The job was $11,000 (a big commitment for us) but I trusted ASI. After the job was finished, I paid in full. Done - so I thought.A few days later, by chance, we had a whole house inspection done and the inspector found that the brand new ductwork was not done correctly! The work was not finished, things that we were charged for were not done. Under the house the ducts were left sitting in the dirt, when they shouldve been attached to the sub floor. Trash from the job was also left under the house and the attic. They didnt even take their trash! If this outside agency hadnt inspected the house, we would have never known! How many other jobs in ********* has this happened to? Even worse is the lack of interest from ASI.Yes - after I called a few times, they sent a technician to tell me the job was botched, he openly admitted it. But I had to call multiple times after that to get ASI out to correct the mistake. I lost 3 days of work to be at my grandmothers house for this.At first they told me I would have to wait weeks since their crew was scheduled on other jobs, after multiple calls on my part, they finally fixed it. At least I think its fixed. I will only truly know if I pay an agency to inspect it. ASI has not sent an inspector, or offered to send one.I am giving 1 star for another reason. I have called customer service 4 times in the last two weeks asking to have a manager call me. I want ASI to acknowledge the mistake. Each time customer service (they have been helpful) was surprised no one from management has called, since they see my multiple requests in the system.So - the job was done seriously wrong, and no one from the company has reached out to me to discuss this. This mistake could be in your attic as well, and I dont think ASI cares at all. If they cared, wouldnt they call me back?
ASI The White Glove Guys Response
07/30/2024
Hello *****, Thank you for taking the time to submit this review. I know you and i spoke about this the day after you posted this review. I apologize that it had taken so long for a response. I did offer to have a follow up inspection done by an independent contractor. I see the inspection was requested on 7/23 a company called WeGreen should have by now reached out to you to schedule that inspection. I provided you with my direct contact information, if you have any further concerns or have not heard from WeGreen, please let me know directly. Thank you.Review from Arlene B
5 stars07/17/2024
***** came over to inspect my sisters ac and was very, very knowledgeable about what he was doing! He explained everything he was going to do to where I understood it and kept me posted throughout his time here! He would check and recheck all that he was doing! I am very impressed by this employee so much! ***** also called another employee, ***** about getting me insulation and its something I will do very soon! I want ASI to know what an outstanding employee they have in *****!ASI The White Glove Guys Response
07/30/2024
Thank you so much for the great feedback on *****. We are pleased that you had a great experience. Thank you for taking the time to submit a review.Review from Sean M
1 star07/14/2024
So as I was taking a couple of days of thinking about this. I came to a conclusion that this was all about corporate greed. This all started when I had a technician from ASI come out and told me that the evaporator was leaking and that it needed to be replaced. And mind you this system was only 10 years old.When this nice ASI gentlemen and his helper asked me where is this unit at, and I told them its under the house, the first thing they said was, what a nice and professional installation this is. And I will have photos to show shortly. But to let you know that this unit is in a place where you can walk up to and easily access it So I gave them the reigns to proceed. I went into the house and not long after the two gentlemen knocked on my back door and said, can I come look at what they were going to install.When I went down to see what they were talking about, This comes back to corporate greed, It was a used, bent up, scratched up, fins on the evaporator were all bent, and I was thinking that this is going into a house, that the unit is under the house, that the homeowner would never see and they would make the $4,56400. They ran into the wrong customer, who prides himself on professionalism and thank god for these two honest installers, who had the courage and dignify to come to my back door and tell me that they could not go home and sleep at night knowing that they would have put something that's substandard to the installation that was already there. You could tell that they were embarrassed, and I don't put the blame on these two wonderful gentlemen, but the blame on management, the warehouse worker who gave the equipment to the installers. but mainly ASI It took me 2 days after my first call when I saw this c*** to be installed to finally here from this so-called clown supervisor, who offered no apology. and only wanted to put the blame on someone else. The blame is on him and the so called supervision that he has and ASIASI The White Glove Guys Response
07/30/2024
Hello ****,When we spoke the next day (1day) after the installation, I did apologize. I apologized for not speaking to you on the day of the incident and I apologized for the mistake of sub par equipment being stocked on the truck. You insisted that this was deliberate and, in our conversation, would not accept that something like this could be a mistake. You even told me the warehouse person should be FIRED! It is NOT ASI's practice to install sub par, or used parts which is why **** showed it to you so you would know why he was leaving when he went to get a new coil. You did not mention in your review that ****, the installer at your home, went direct to the supplier and picked up a replacement coil.I am not a clown, I am a person who will NOT make my problems yours but who takes the time to make the problems of our customers, my problem.We all make mistakes and we are fortunate to be forgiven of so much more.Have a good day.Review from Christine R
1 star05/04/2024
I will never let another ASI person in my home again. On a routine maintenance call they sent a salesman posing as a technician, I should have slammed my door shut when two people showed up rather than one. We were told our system was unsafe and an immediate risk to our safety and it had to be replaced. No other technition from that company has ever said that and they have been servicing our unit for two years. When i mentioned that, he said "Im just a detailed guy and i care aboiy your safety". Or he was lying to get a sale. It was a hard sales push using fear and the fact that it was 6pm at night on what was supposed to be a routine maintenance visit for a grand total of $40,000. I have since had multiple professional tell me our system has another 5 years on it and does not need to be replaced urgently. They had my 75 year old mother scared our house was unsafe and almost got $40,000 out of her for a $28,000 job. This company will never set foot on my property again.ASI The White Glove Guys Response
05/06/2024
Hello *********, Thank you for expressing your concerns. We are also displeased to hear of your experience with our technicians. We take these reviews very seriously; we believe that you should be comfortable in your home at all times, especially while we are there. We will do a thorough investigation into this and will discuss the actions of our technicians with them. It is our sincere hope that we can restore your faith in us and not hold the actions of an individual against the practices of our business a whole. ASI stands on the pillars of TRUST, HONESTY, and INTEGRETY. We could not remain in business if we acted outside of that. I would like to offer a complementary second opinion, and credit of the maintenance that was done. Your mother has been a loyal ASI customer since at least 2010. With that service history, I hope there is enough evidence to know, this is NOT how ASI does business. Please contact us directly to discuss this further. Thank youReview from Ruth C
5 stars01/23/2024
Excellent company. Technicians are very professional and are very knowledgeable with their job. They are punctual and courteous. Thank you ******* & ******* for taking care of our hearing problem. I highly recommend ASI *****************************condition company (The White Glove Guy) ************ASI The White Glove Guys Response
01/24/2024
Hello ****,Thank you so much for the kind words. We are pleased to hear that ******* and ******* took care of your issues. Thank you for trusting us in your home. We look forward to working with you again.Review from Lynne H
1 star12/28/2023
For a few years I had signed up for their yearly service where twice a year they would come out and check my furnace and air ducks..was impressed by them, then in October I noticed my thermostat wasnt working, they came out and stated it was broken( they didnt bring a new one to replace) instead the service man went outside to check on the furnace, was there for about 25 minutes, came in and stated that even with a new thermostat the furnace would not work, it was broken, needed a new COILhe then showed me two appraisals, one for over $2400.00 just to replace the ***** which I was told would be very hard to find and if found would only last one seasonand the other appraisal was for a new furnace close to $9000.00 my daughter called someone else out to look at my furnace (She is a district manager for seven properties and this young man *****, is her go to for furnace problems, turned out ***** put in a new thermostat, the furnace started working great and i did not have a COIL in my furnace, they liedDO NOT GO WITH THE WHITE GLOVE GUYSi also cancelled my yearly insurance with **************************ASI The White Glove Guys Response
01/02/2024
Thank you for taking the time to write this review. We take this information very seriously and I want to ASSURE you and every reader, THIS IS NOT HOW WE DO BUSINESS. I would like the opportunity to review the visit and the technician's performance with you. I see when you contacted the office to cancel the membership and service you did not mention this to our rep. I would like to assure you that had you mentioned this, the incident would have been put under review immediately. Please keep in mind, that the actions of one individual are not a reflection of a company as a whole. We at ASI are constantly evaluating and training our technicians, and part of that training is HONESTY. Dishonest technicians are delt with accordingly. I do hope to discuss this issue with you directly please contact me at *********************Review from Lisa M
1 star12/08/2023
I strong recommend people do not use ASI for any kind of service or maintenance. We had them for tune *** and general maintenance for our air conditioners and gas furnace. They came out to my home for my air conditioner in July 2023 and left a job unfinished and unfortunately the unit leaked and damaged my ceiling. My husband and I called and spoke to a manager *****. He was extremely rude and unprofessional with us and the situation. All he kept asking me who said it was what we did? He refused to take any responsibility of the damage. Before the leak I had a salesman name **** come over and give us a quote on new units. They were astonishing very very high in the quote!! **** even mentioned dont go with a smaller company, because they will not service you like our company.!! We then had 3 other companies come out there quotes were half of what they were going to charge. While one of the companies came over they mentioned what a incorrect way they rigged our air conditioner. ASI service tech made a mistake and now we have a crack and moisture damage to my ceiling. Please do not use this company!!!!ASI The White Glove Guys Response
12/14/2023
Thank you for taking the time to write your review. I would like to first address the *** rewards and costs of services As an *** rewards member we did your system maintenance in May. 2 months later you contacted us because your system was not cooling well. Our tech found the system low on charge and because you were a rewards member you were given an appointment in less than 24 *********** topped off your system at no charge to you. Our prices for services and replacements are based on a fair market average of companies our size. Companies advertising out of ****** and ****** and ********** are going to have a lower cost for various reasons. *** used to advertise out of ****** as well. Its a great way to get brand recognition and to build a customer base. NOW, on the return visit in July, the tech had taken a photo of the area where you claim we caused damages. No damage/leak was present in July. **** took photos of your system 3 days later on July 17th also; we can see the condensate line, safety switch and your moisture sensors all connected and functional at that time. When you spoke with our agent in September, (2 months after our last visit to your home) you stated you had another company come out to do a repair to what you claimed our agent left disconnected. ***** asked you to send documentation from the company. We also wanted to send our Quality Control tech out to document the claim at that time. Our tech came out AFTER your system had been replace and found the water damage to be perpendicular to the condensate line and well underneath the catwalk that your furnace sits on. There is no damage present on that catwalk either. With the system now replaced, the photo evidence we have from our visits and our follow up visits after the installation, there is no substantial evidence to support your request for a refund or compensation for the damage claim. If you would like to submit documentation from the other company then we can have a discussion about your claim.Review from Jim K
1 star10/18/2023
Had this company service our air conditioner/heating system twice - never again! They charged $300 for a filter that could be had online for $100 and after servicing our air conditioner it failed to work the first time we used it. They initially told us they could get to us in a few days but when we protested they got someone out the same day. The tech found the system had no coolant despite being serviced withing a month and after filling the system started quoting hourly rates of $300-plus to troubleshoot the problem, with a typical 3 hour diagnostic time.We switched to a different company, the system has run flawlessly ever since but now we can't get The White Glove Guys to remove us from their mailing list. We've e-mailed then, we've spoken to them on the phone and today ANOTHER marketing e-mail arrived. To make matters worse, this e-mail asks if you want to unsubscribe, then REQUIRES you to accept at least one of a number of marketing messages as a condition. THEY EXPECT YOU TO ACCEPT ONGOING MESSAGING FROM THEM AS A CONDITION TO UNSUBSCRIBE.ASI The White Glove Guys Response
10/19/2023
Hello ***,
I'm sorry you had a negative experience with us that you did; I would have loved to address and resolve all of this with you back in 2021. I reviewed the phone call from July 5th and the only issue we had with scheduling was trying to stay with our protocol of having the return on the same technician. Since he was not in your area we were able to get it on with a warranty technician only a few hours after your call to our office. I also reviewed these service visits and found that ************** SUGGESTED a leak may be present and only verbally quoted you on what the possible next step would be. He topped off the system at no charge to you as a courtesy for the frustrations. We suggest replacement of systems when age, efficiency or progressive repairs are a factor. ***** times its cheaper to replace with a newer more efficient system with new longer warranties than to continue to repair piece by piece until parts are no longer available. All of this was noted as possibilities and suggestions on the invoice from the July 5th visit.
I have looked into the unsubscribe issue and I do not see the same thing you are reporting. However, I have confirmed the removal of your email and mailing address from our marketing database. There may still be some letters that hit your mailbox for the next month but those too will stop.
Thank you for taking the time to express your concerns.
Review from Wayne C
1 star10/16/2023
Within the last year or so we had some hvac repair and ceiling insulation installed. We were talked into joining their reward club for $19.95 a month and those funds would be used for future work. Unfortunately I'm currently in a situation where I need those accured funds ($329.20) total. I was never verbally advised that I could not receive my unused funds back.They said it was written somewhere in the contract that they emailed me and that I had signed it. While their work was satisfactory, the way they presented their reward club seemed fraudulent to me. My last conversation with someone named *** was negative, they would not refund me my money.So my recommendation of ASI is to be aware of the white glove guys...they may be also wearing masks.ASI The White Glove Guys Response
10/18/2023
Hello *****,
Again, I am very sorry to know you are experiencing some financial hardships; I take no pleasure in denying your request.. As we discussed, during a very cordial conversation, the *** rewards club bank is set aside for HVAC or Plumbing replacements. Up to 100% for a HVAC replacement, or water heater and water treatment installations. The *** Rewards benefits and the detailed explanation of the ********* are available on our website, they are in every emailed, monthly *** rewards newsletter, and the signed contract agreement with all terms and conditions that was emailed to you when you signed up on July 5th, 2022. Claiming to be unaware of the terms of a signed contract does not void the contract.
Since that date, you have saved $650 on repairs, $77 on your maintenance visit and had several visits to your home for quoted repairs that were no cost to you. Your membership has been canceled and you will no longer be charged for the monthly membership moving forward. If you would like, I can resend the email with your signed Club Membership Agreement from July 5th 2022. I am very sorry to know you, are going through financial hardships at this time. I do hope the best for you and your household through what I am sure is a challenging time.
Review from Jean S
2 stars09/21/2023
ASI charged $4,000 for 50g Bradford ***** heater 6-year warranty Emergency situation with ***** flooding garage. Old lady spent 4 hours hauling buckets of ***** before ASI arrived. (ASI membership includes priority dispatching and installation.) Shocked when told cost to replace was $4,000+. The tech advised lots of requirements since our 20-year old ***** heater died. Installation was done next morning. After chaos, was shocked to find the ***** heater online for $900. ASI stands by their pricing. So posted on local social media to see if my pricing concern was warranted .Postings: The same brand 50g ***** heater was recently purchased locally for $800 plus tax. Free delivery. Posts for recent purchase + installation were between $1,800 - $2,800. One mentioned line replacements were included.ASIs invoice only shows the total price paid no breakdown. Their representative stated: ASI will not reuse the existing gas lines or ***** supply lines, where other companies might and do. This is why we do not offer itemized billing invoices. Another frustration - it took almost 5 months of multiple calls to ASI to get the permit that we paid for. Five months before the inspection required by the city could be done.Our furnace/AC has been serviced every year by ASI for the last 20+ years. Have always been happy with service and their techs are good. So trusted them in a vulnerable situation. Had great installation so no complaints there. But an expensive learning *******ASI The White Glove Guys Response
09/26/2023
Hello ****
Thank you for taking the time to write about your experience with ASI.
I want to immediately clarify that the price you paid, $3862.40 is the exact same price your neighbor would have paid if they called us at any time and wanted the work done in 2 days. We never charge more for emergency, rush or after hours service.
We came out to your home on the same day you called and as quickly as our scheduled allowed. We did not charge you for that visit and had you decided to not move forward with our estimate, you would not have been charged at all. Other companies do not offer that option and charge just for the consultation for repair.
As for the price you found online for a similar water heater; That was NOT the same water heater. I did the search myself, the water heater that comes up as $900 does not meet CA low NOX requirements, it isn't even the same model number. The cheapest price your would be able to find on line was $2017.74 for the exact same model number and CA compliancy requirements. It could only be purchased by a licensed contractor and is currently on back order. That item does not include the thermal expansion tank either.
Our cost is a fair market value based on companies of our similar size throughout the western US. If you compare apples to apples with the other big brands in *********, our prices are +/- $100-$200. Our cost includes materials, labor, warranties, fuel charge, insurance, and of course our reasonable margin to cover salaries. We do not reuse materials like gas lines, copper water lines, drain pans and earthquake straps, amongst others. Other companies get away with charging less for various reasons like reusing materials, using sub par equipment, or paying their installers under the table.
The agent who emailed you the statement above misspoke in his wording. We don't provide itemized invoices because we are a flat rate contractor. We don't line item all of the materials, and labor so there is no conversation about removing or reusing existing equipment to save on cost. It also assures that you and your neighbor pay the same rate for the same job done by ASI regardless of the efficiency, of the team or any work order changes requiring additional materials or time.
I'm sorry there was a delay in receiving your permit. As it was mentioned to you earlier, the city was behind in issuing permits and we defaulted to a permit agency that was able to stay on top of your municipality to issue that permit in as timely a manner as the city was able.
All that to say, we're sorry to hear you feel as though you were taken advantage of. We have never marketed ourselves as a low price leader but I can 100% assure you that our price is a fair market price. There is no price gouging, elder abuse, up charging or anything of the like. If you would like to see the itemization of your invoice you can contact me directly by phone and I'd be happy to go over that with you.
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