Reviews

Ive used First Rate for several years. They perform my regular maintenance on my HVAC equipment and they have installed a water heater for me. Every employee in this company is knowledgeable and kind. Their name says it all!

Thank you for your positive review. We look forward to serving you for many more years to come.

Had a terrible experience with First Rate back in ************** was friendly and quick but when the plumber made a mistake during installation that caused a flood of water into my hallway and the basement bathroom below, they suddenly weren't so nice. After talking to multiple **** after the mistake they did engage a flood remediation crew which meant we had little access to our hallway, bedrooms and bathroom while it was sealed, heated, carpet lifted, and fans on for 5 days. It was inconvenient, frustrating, hot and exhausting and they insisted I settle the full bill without any discount. After way too much time spent haggling for a $500 discount I feel like I put a lot more work into this 'customer experience' than they did: I had to advocate for my own flood remediation AND my 16% discount. They should have been ready and proactive to offer a discount and make things right, after their plumber set off 5 days of inconvenience and cleanup - then I wouldn't have thought twice about accepting any offer and recommending them to others.

*******,As you know and experienced we take full responsibility for any mistakes that are done on our behalf. We own up to the fact that our plumber left the pressure relief disconnected which caused your carpet to get wet. Our Service Manager called you immediately to get a carpet cleaning company out same day. You asked that he schedule for the following day which he did and instead sent a restoration company just to ensure everything was dry. The restoration company was there the very next day and went over and above to make sure everything was ****** you know, you had a completely separate leak under a bathroom that had nothing to do with us which resulted in all the inconveniences you experienced.We took care of the wet carpet caused by us immediately and we gave you $500 off the install for the 1 day inconvenience.This was something we discussed with you and a fair solution that you said would make you 100% satisfied and then after all was said and done you asked for a full refund but wanted to keep the brand new water heater, installed by a licensed plumber that passed inspection and carries warranty.We feel that you are utilizing every review platform as a weapon to defame our reputation because you want us to-pay for your separate leak that was not caused by us. Unfortunately we will need to accept your 1 star review because we will not pay thousands of dollars for something not caused by us.

I have been with First Rate since they bought Desert Suns years ago. Back in May they came to check my a/c for the start up. The tech told me I was good to go. Two weeks later I needed to use the a/c for the first time. After a few days it stopped cooling so I called. The tech returned and told me I needed a new motor and other smaller parts. Within two weeks he returned and replaced those parts. My a/c worked for about 10 days and stopped cooling again. The tech returned. This time he told me I needed *** valve but "unfortunately" that part was discontinued in 2019. This didn't make sense to me as my unit is only 10 years old but our discussion led to the fact that I would probably need to replace everything. He left expecting to send me a quote for repair and connecting me with sales for new equipment. Then it occurred to me to call the company that makes ******* air conditioners, ******* Controls. When I spoke with them they said the *** valve was not discontinued, she had 45 of them right in her warehouse. She walked me through all of my equipment and how it works. I asked for the name of an *********** company that represents their products and she gave me a name. That company came to do a diagnostic on my a/c unit. He told me I needed a new control board and not a new valve. He replaced the control board and got the unit working but I needed a lot of refrigerant. Suggesting that there might be a leak. So, he tested for leaks and could find none. That was on July 5th and my a/c has run perfectly all summer. There is no refrigerant leak and the $2000.00 quote to replace the *** valve was unnecessary work. It makes me wonder if the first $2000.00 work done in **** was necessary. It also makes me wonder where my refrigerant went. I believe that the First Rate tech was attempting to take advantage of me and sell me unnecessary parts and products. He actually told me that "they don't make a/c units like they used to." I was very disappointed and do not recommend.

******, we are very sorry to hear about this experience. This is not the name we work hard to have in our community. We will be meeting with the Technician and we will work through making this right with you. We will call you tomorrow after we have gathered more information. Thank you so much for sharing your experience, we can't fix things we do not know of and feedback like this, helps us do so. We will talk to you soon. ********************* and ************************* Owners