Customer ReviewsforPreferred Home Services

In March of 2024, my 91 year old father called Preferred Home Services to service his HVAC system. The technician's findings led to a decision to replace the failing system with a new one. My dad was also urged to replace his hot water heater and have his pipes replaced. I am not certain why the technicians looked under his house especially since the HVAC was the issue but they encouraged my dad to have this work done in addition to the new HVAC system. My dad was told that the new hot water heater which was moved from under the house to a new location in the garage would grant him a faster heat up of his water. The total cost of these two jobs resulted in $24, 000. I have spoken with the service representative to better understand PHS's pricing and to discuss a few other issues that concerned me including a banking situation that caused my dad to contact his bank with a fraudulent claim. My husband and I drove from Spartanburg to the main offices in North Charleston for a face-to-face conference which resulted in a better understanding of PHS's pricing and service module. We found our meeting very helpful! Thank you, Jamal! During this meeting an overview of the plumbing service was discussed and reviewed by an upstate technician. I also spoke with the plumbing supervisor of the upstate office and shared my biggest concerns of doing business with the elderly and the ethics that presents. I found him to be caring and thoughtful, but I feel that this report needs to be the voice of our senior parents. The bottom line is this company admits to being high priced. My dad chose PHS and the cost of the two services didn't cause my dad to finance for payment. He could afford it and cause him to miss a meal or be unable to pay his bills, but it did teach a lesson. As children of parents who are living longer lives, we need to be more watchful and help them get the most information such as second quotes and guide them in their decisions. PHS promises to do better. We'll see.

Thank you for taking the time to provide a review and feedback! We are sorry that you were unhappy with our pricing. We do always make a point to provide upfront pricing prior to performing any repairs or installations to allow the homeowner to make an informed decision. Preferred does not charge an hourly rate, but rather for the job as a whole as it includes parts, labor, and warranty. Due to this pricing structure, we are able to provide our customers with services like same day scheduling, longer warranties, and trucks stocked with well over 500 parts, along with a fully stocked warehouse with parts runners. Again we appreciate your feedback, as this information will be passed along to our leadership team so that we can improve our services as we continue to grow.

This has got to be the shadiest HVAC repair company out there. A technician was paid to do maintenance on 2 units. One unit was not working as efficiently as the other. I was told it was low on refrigerant. I asked to add refrigerant and I would pay for that. I was then told it is against the law because there might be a leak. I would have to pay to have the coil removed and search for leak…poor customer service and poor management.

We do apologize for any inconvenience but unfortunately Preferred Home Services is not able to just top off the refrigerant as your requested. Due to level of refrigerant loss and leak we are unable to recalibrate the refrigerant level until leak is stopped or fixed as of current laws.

The technician was exceptional and he fixed the problem by replacing the igniter. I was just so shocked by the cost of that very small part I looked it up on ******. You can buy 3 for $10.99. We are livid to say the least. It cost us $400.00 just for that part. HELP

Thank you for taking the time to provide your feedback ****! We appreciate your husband speaking with our Customer Experience Manager to discuss your concerns directly. We are sorry that you were unhappy with our pricing. We do always make a point to provide upfront pricing prior to performing any repairs or installations to allow the homeowner to make an informed decision. Preferred does not charge an hourly rate, but rather for the job as a whole as it includes parts, labor, and warranty. Due to this pricing structure, we are able to provide our customers with services like same day scheduling, longer warranties, and trucks stocked with well over 500 parts, along with a fully stocked warehouse with parts runners. Again we appreciate your feedback, as this information will be passed along to our leadership team so that we can improve our services as we continue to grow. We appreciate you again giving us a chance to make things right and look forward to continuing working with you in the future!

Since May 16, 2023 I tried reaching the company 4 times regarding a few issues. In March of 2023, a Preferred Home Services’ technician did an inspection on my air conditioning unit and made the below recommendations: 1. Condenser: The condenser is old but operational. The compressor isn’t over amping at this time but the condenser fan motor was. Customer chose to replace. 2. The evaporator coil had lots of rust, and buildup. Lots of biological growth was noted, homeowner was notified of this recommend a deep cleaning and ultraviolet sterilization system installed - homeowner chose this. Per the agreement with the technician, I agreed to the above suggestions. At the time, the unit was working when he turned it on but I agreed to the suggestions to ensure that it continued working through the summer. The cost came to $1,624. On May 12, 2023, I came home at approximately 6:00 and turned the air conditioner on for the first time since the work was done. I never felt cool air and my thermostat never indicated a reduction in temperature. I contacted Preferred Home Services on the May 15th and the technician came back out to check the unit. His opinion was a power surge or lightning strike had affected the unit. My issue with his conclusion is no other appliance in my house was affected. He then tells me that the compressor and the condenser fan motor need to be replaced at a cost of $2,845. On the May 16th, I met with a consultant regarding replacing the unit and his quote was $9,633. From my perspective, it appears as if Preferred Home Services is trying to milk as much money out of me as possible. During my meeting with the consultant, he offered to reimburse the 1,624. I don’t know if he was serious or not or if he is in a position to make that offer but I do think some form of reimbursement is warranted because the unit was working prior to the technician working on it. As of today, I still have not heard back from Preferred Home Services.

We appreciate your feedback! We also appreciate you taking a call from our Customer Experience Manager to share your concerns directly. We do apologize for not meeting our goal of providing you with 100% customer satisfaction. This review is fairly lengthy and we do not agree with some of the conclusions you have came to but we again appreciate you coming to an agreement with our Customer Experience Manager on a resolution to your concerns. Feel free to give us a call back if we could be of any further assistance!

I spoke with a customer experience representative on 6/30/2023. He did not agree with my concerns but I will consider the matter settled once the agreed upon resolution has been satisfied. Until the, the issue is still a concern.

I received the agreed upon resolution from Preferred Home Services and I consider the matter settled.

The absolute worst company on earth! My thermostat was going bad and needed replaced. I had them replace it. Not knowing the thermostat they installed was the exact same thermostat and serial number I grabbed with my own hands in **** *****. $29.97 shelf price. $387.75 preferred price plus installed which took 5 mins. A week after install, it quit working. I called, scheduled a appt, they checked it out, said nothing wrong. Several days later called again for same issue, would not schedule me an appt. Due to their product being in Good working order with the last appt days earlier. Tired of typing so my warning is out there!! DO NOT hire these insanely overpriced crooks!! Good riddance to another trash company!!

Thank you for taking the time to provide your feedback! We are sorry that you were unhappy with our pricing. We do always make a point to provide upfront pricing prior to performing any repairs or installations to allow the homeowner to make an informed decision. Preferred does not charge an hourly rate, but rather for the job as a whole as it includes parts, labor, and warranty. Due to this pricing structure, we are able to provide our customers with services like same day scheduling, longer warranties, and trucks stocked with well over 500 parts, along with a fully stocked warehouse with parts runners. Again we appreciate your feedback, as this information will be passed along to our leadership team so that we can improve our services as we continue to grow. Feel free to reach out to our Customer Experience Manager directly at ************ if you would like to discuss further.

My air-conditioning quit working. I would set it on "cool" and only the fan would work. The outside fan didn't spin. I called Preferred and got an appointment for someone to check it out. I actually asked for the $89 tune-up with next year's tune-up free. Josh met the appointment on time and I watched him the whole time he was working, as he had an interesting strategy of trouble-shooting. He discovered the part that was bad and needed replacing. He called for the part and learned that the part was still under warranty. He installed the new part and got the air-conditioning unit to work on "cool" with the fan on the outside working as it should. The entire charge remained $89. I was happy with that and hope Josh will be the person who gives my unit a tune-up next year. I was very favorably impressed with Preferred and with Josh's expertise. I can gladly recommend Preferred. They could easily have kept it quiet about the part being under warranty and then charge me for that part, but they didn't. Preferred proved to be an honest company which I certainly appreciate. *** ** **** ********* ***** **

Thank you so much for your 5 star review and feedback! We also greatly appreciate you recognizing Josh for a job well done! We are very lucky to have amazing guys like him as a part of our Preferred Family! Hopefully you won't need us again anytime soon, but if you do we are here to help with all your Plumbing and HVAC home repair needs.