Business ProfileforFamily Heating and Air

Extremely utterly disappointed with Family Heating and Air. My experience with them has been a nightmare. I was referred to Family H&A by American Home Shield for an AC Tune Up at a good price. However, the execution of this service has been a complete disaster. First, I scheduled the initial appointment for April 26, giving them the benefit of a 9-hour window for their technician to arrive. I had to take time off work to accommodate this timeframe. Yet, at 11 AM on the day of the appointment, I received a call that my appointment had to be canceled due to the technician calling out sick. Despite my inconvenience, I agreed to reschedule for May 10, once again adjusting my schedule to accommodate theirs. Today, I confirmed the appointment at 7:30 AM, only to receive a text from Family H&A, citing the storm from 4-6 AM as the reason for canceling my appointment yet again. Their excuse? "Several of our technicians have property damage" and "[w]e have some technicians can't leave their subdivision due to the storm." This excuse falls flat as there are no road closures in Escambia County that would have impeded their route: https://myescambia.com/our-services/publicworks/road-issues/road-issues-map. It's evident that this is simply a lie to cover up their incompetence. This is now the second time Family H&A has wasted my time and shown a blatant disregard for the schedules of American Home Shield clients. It's clear that they view these referrals as a mere inconvenience to be dealt with at their convenience. Who in their right mind expects clients to block off two 9-hour windows for service and then leaves them hanging? And to add insult to injury, with an entire fleet of technicians, they couldn't find a way to accommodate a customer they had already canceled on? Save yourself the trouble and find another service company. Family H&A has shown their unreliability and lack of respect for their customers' time, and I refuse to waste any more of mine dealing with them.

We're sorry to hear about your recent experience. While we strive to provide timely service, sometimes delays can occur due to unforeseen circumstances. We appreciate your patience in this matter and assure you that our team is committed to minimizing wait times. However we prioritize calls with techs out and weather in the area we try to get to our agreement customers first and then the customers that are down before a third party tune-up. We should have done a better job of keeping you in the loop, the last thing would ever want is a dissatisfied customer. I would like to make it up to you by offering you a 1 year subscription to our membership that would include discounts and priority service. Fill free to call and ask for David ****** and I will take care of you.