Shaffer & Sons Heating & Cooling

This company has one of the worst customer service I have ever dealt with. They do not call or show up when scheduled. They try to blame the customer. The owner was very unpleasant to deal with. After 2 weeks they still haven't fixed our a/c unit. DO NOT use this company!!!

Set an appointment to have my ac serviced. I requested to have the appointment after noon, the receptionist said that is fine and should expect a a call then. The technician called at 9 am and I was at work so my wife answered the call, the technician stated he is 10 min away. My wife explained the situation, and he rudely gave her a lame excuse that "the office messed up and to wait for a call, if the call doesn't come in 30 min. Then call office. I would." My wife then began a game of tag because they never answer the phone. The receptionist finally replied back and stated we were first on the list but no we are last. She said we could wait up to 8 pm if at all. When I got home from work my wife was very upset so I contacted the company and tried to explain the situation when she interrupted me saying she already spoke to my wife. She then went on about having people in training and blaming them for the mess up and said on Saturdays they don't do service windows and if that's an issue I should go with a different company. I then asked to speak with the manager, she replied I own the company. She said to expect a technician at 8 or 9 pm. To say the least I canceled the appointment and went with a more reliable and respectful company.

If "This review was made by a customer of a warranty company this is not a customer of Shaffer & Sons Heating & Cooling" is their best response to provide a resolution, then clearly there is an issue.

This is correct. I did not request Shaffer & Sons Heating & Cooling to provide service to my A/C. I would have never called a company with such a horrible Revdex.com grade, or the serveral complaints that I found online. 1 Star service acros the board is what I experienced with Shaffer & Sons. Not only was I yelled at, my privacy was also violated when their technician wore glasses that had audio and video recording, and I was not made aware of that detail until after the technician left. I would never leave my wife and kids unattended with a technician that was doing such things. Furthermore, once they performed the work, they damaged my unit and my warranty company then sent another company to fix the issue. It was later found that Shaffer & Sons did physically damage another piece of the A/C which was promptly replaced by a reputable A/C serviceman.

My bride and I own a Condo in Chandler AZ where our daughter and her special needs child live. The air conditioning unit went out the end of April. 1st American is our home warrantee company. I called to get it fixed on May 1st. They ended up sending out two companies before they finally sent Shaffer and Sons. The first two just took the service fee, made a comment to our daughter that it needed maintenance and left without doing the maintenance or responding to numerous calls by us where we offered to pay for any maintenance needed but still no response.

25 days later Shaffer and Sons were assigned by 1st American to deal with the problem. They came out, explained clearly to us and 1st American what the problem was and two days later the replacement unit came in, it was installed and now our daughter and grandchild can survive the heat.

The technicians from Shaffer and Sons were professional in the best definition of that word, the were courteous, answered my questions, clean and polite. Over the past decade we have had numerous other companies come out to fix an issue with the condo. Shaffer and Sons were/are by far the best bar none.

Workers misdiagnosed the problem with my airconditioning from the start. They had to come out multiple times to fix the problem. Workers showed up after 6:00pm at night to fix air conditioning and then showed up with the wrong blower motor. One worker carried a large knife on his belt. Amy did not call to schedule a time for air conditioner to be serviced and when I called to tell her I was not happy with the service and that I would not recommend them in the future, she was unprofessional and hung up on me even though I have a 30 day warranty with them and they are under contract with my home warranty.

Shaffer and Sons was called out by my home warranty company because my air conditioner stopped working. At first I talked to [redacted] who scheduled my appointment for the next day. I explained to [redacted] that I was a teacher and would not be able to be home and she said as long as we left the back gate open it would not be a problem. The next day I received two phone calls, one from the technician and one from [redacted] asking me where I was. I called her back and explained to her that we had gone over this yesterday and she said "oh yes, I remember, I guess I did not put it in the notes." She told me that the technician would be rescheduled for later that day. The technician did come out and did not have the specific condenser for our air conditioning. He said he would get the part ordered and someone from the office would call and schedule. I called the next morning and spoke to [redacted] again. She let me know that we were scheduled for that afternoon, but I never received a phone call letting me know they would be out. I got home from work and at about 4:30 pm had not heard from anyone. I called and left a message at the office but never received a call back. At around 5:45pm I called the home warranty company because the office at Shaffer and Sons was closed. The agent at the home warranty company got a hold of someone at Shaffer and Sons and told me that a technician would still be out there today, but was just running late. He told me that the technician would call me about 20 to 30 minutes before they would be out. At 7:15 pm I had not heard from anyone and called the home warranty place again. This time I was told that the technician from Shaffer and Sons would be out there in a couple of hours. We finally heard from the technician around 9:30 pm who told us he would probably be out there around 10:30 pm to 11:00 pm. The technician texted us at 11:50 pm and told us that he finished repairing the air conditioning unit. We had no air for 3 days and received no communication with this company. We were scheduled in the afternoon, not 11 pm at night. I would not recommend this company to anyone and already filled a complaint with the home warranty company.

PEOPLE! stay away from Home warranty companies. they pay the service compaies very little so they aren't going to give you the best service. They pay their sevice guys very little and espect top noche repair. LOL your dreaming. If it's to good to be true, chances are your dreaming. WAKE UP PEOPLE!!!!!

Got up and as I walked down hallway water was seeping up from under the flooring. As I researched the problem I found my A/C condensation line or drain line was plugged and as the water backed up it spilled down A/C and under the flooring. Called S[redacted] and son, and even thou it was June and their busy season they got a Tech out same day. Tech was neat,professional and took care of problem. I highly recommend this company.

I was reluctant after reading reviews on Revdex.com. Shaffer and Sons called first thing this morning and were able to get here at 8:00. The gentlemen fixed the problem with our air conditioner in about 20 minutes and it works great again.

This is the most unprofessional company I've ever worked with. My home warranty company called them out. They were late, but they said that they are always late so it's ok. It took 3 days to schedule a service call in summer in Phoenix to get my air conditioner fixed. They said if it got too hot I should go get a hotel room. They came out didn't have the part and didn't fix anything. They were rude and unprofessional across the board!

This company persistently fails to show up for appointments within the agreed upon time window and does not provide a courtesy call when they are running late or are unable to complete the requested service. When confronted with their deficiency and errors, they elected to recommend another service provider as opposed to doing everything in their power to ensure the customer was provided for. In an industry ripe

Review: I contacted my home warranty company when my air conditioner stopped blowing out cold air. They assigned Shaffer and Sons to repair the a/c. They stated that the soonest they can come out was 3 days away despite temperatures over 110 degrees. A repairman came out on 6/22/15 and stayed that my a/c only needed refrigerant. It worked for 3 hours and then went again. I called Shaffer and Sons and they stayed they would have the technician back out that night. I never received a call back so I called the morning of 6/23/15. They stated that I was the 2nd call that morning and they were unsure why the technician never showed up but they would call me back in an hour. I never received a call back and now the company is refusing to answer or return my phone calls. I have now asked my warranty company to assign the repair to another company.Desired Settlement: I would like the $60 fee that I paid to be refunded.

Business

Response:

I could not agree more with the customer and the call was on the technicians list. I am happy the warranty company has dispatched another company and I am disappointed with the technician and I will be addressing this with them. In addition First American Home Warranty increased our volume to the point that it was difficult to keep up. We have since made current adjustments to our call volume to prevent this from happening in the future.In terms of the refunding the copay. The customer is not our customer unfortunately. They are a customer of First American Home Warranty. That is why we carry our insurance listing First American as the proposed insured as they are in the contract with the customer not us. In this situation when it is determined to get another company either First American can issue the refund. However, I am not sure how they will handle it as First American decided to continue it to another company in which case they call it a continuation and since they already paid their copay per their contract with First American and First American reassigned the contract a new copay is not due but rather waived. Now that the customer has reported this to First American a mark goes on what First American calls a violation report and upper management is made aware. In this situation they are already aware and the positive measure that has been taken has been to reduce our call volume per my request. I hope this helps clarify. The technician will certainly be talked to and this issue addressed.Respectfully,[redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

If you want poor service and unprofessional owner who will give you the runaround then this is the place to call. This company was sent out by my home warranty company. We had to wait 4 days to have our air conditioner serviced. When they came out they did a half [redacted] job and said they fixed it, wrong the next day the house was still 97 degrees (Friday). Called them back they said it they would be back Saturday or Sunday, they never called.Monday owner says they will be out by 2pm we ask how long after so that we are not waiting in a hot house. Owner says not to long after.3 hours later nothing call them up to see what's up still nothing. Owner ends up refusing to come out and fix it because I criticized her company on there service. After over a week who wouldn't.. don't be fooled she the owner talks to you nice and sweet but tells you what you want to hear so not to deal with you. Good luck all hope you find the service you deserve and need in this hot az weather. .

This company provided the worst customer service I have received in a LONG time. My air conditioner is down and they couldn't book an appointment for 2 days. I was willing to accept that but on the day of service I called them and asked what forms of payment they accept and the person told me she was glad I called because they would have to move my time to the afternoon because one of their technicians got heat exhaustion the day before. I was first told 8-12 and then 12-4. I had already missed a half day of work. Finally around 2:30pm I get a call from a technician and they said they were a half hour away. About a half hour later I get a call from the office but they hung up on me. I called them back and a man told me [redacted] would need to call me back because she was the one that called. I waited 15 minutes (an hour after a tech called) and I called back and he told me the technician that was coming to see me was in surgery after cutting his hand. She said it may be up until 11pm before someone could get to my house. I told her this was the worst customer service I have had in a long time. She then told me that it is best I find someone else. I missed an entire day of work because of this company. All they could say is it was out of their control.

Review: Our home Warrenty Co. sent Shaffer &Sons to our home to repair our evap cooler. Two weeks later I saw a large Round water mark on the ceiling. The home warrenry Co. sent a plumber out, he went up the attic and said a hoe was leaking from the evap and it was not a plumbing problem,,,,Our home Warrenty Co, sent Shaffer & Sons out again, the tech fixed the problem of the leaking hose and said they would come back and repair the ceiling.....now they refuse and I and First American Home Buyers Protection Corp. have called and sent letters, a photo of the damage to my ceiling and they still refuse to repair it!!!!!Desired Settlement: Please repair and ceiling!

Business

Response:

To Whom It May Concern:

This customer is a customer of [redacted]. The secondary damages to the home owners house were not caused by Shaffer & Son's. The decision making regarding this the claim was the warranty companies decision. It is unknown what was said on behalf of the warranty company to the customer as the customers contract is with the warranty company not with Shaffer & Son's. The warranty company denied the customers request and the contract they have is with the warranty company. This claim has been filed against Shaffer & Sons wrongfully as we have not contracted with the customer and we have no part in the decision making process.

Thanks,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Regards,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I am sorry, I responded with a detailed message......I don't know why it did not reach you

Review: Shaffer & Sons Heating and Cooling LLC. was contracted through my home warranty company to replace my AC unit on my house. I received an email from my home warranty of charges that would not be covered by the home warranty company. The email stated the charge would for $1725.00 paid directly to Shaffer & Sons. They charged $1775.00.

I was charged a $250.00 Freon recovery fee, and we did not see them do this, also charged $150.00 disposal fee. The guy that was doing the install took money from a "scrap" guy that drives around the neighborhood. The crane operator was supposed to take the old unit. I was also charged $150.00 for PVC pipe for the drain from the unit, I still don't the PVC pipe on the house for the drain.

I also asked for an invoice for the work that done, I still have not received that. I call them and get no resolution from the companyDesired Settlement: I would like to see a refund for the Freon capture, and the disposal fee. I want them to finish the job, and put the PVC pipe on the house, or give me a refund for that too, so that way I can hire another company to finish the job.

Business

Response:

Dear Revdex.com / MarieThe customer has been refunded their money as we negotiated. Please contact the customer as check has been cashed.Thanks,[redacted]OwnerShaffer & Sons Heating & Cooling LLC###-###-####

Review: Through my Home Warranty company, [redacted] Home Warranty, Shaffer Air was contracted to fix my air conditioning which quit working on August 11th. To date my air is still not working. I was told a new control unit for the air handler had to be ordered from Trane and the technician promised the part would be ordered on the 11th or 12th. My attempts to find out when the part would be coming were not answered, it has been very difficult to get Shaffer to respond to my calls. On Friday, August 21, I was told the part was in and a technician would be coming out on Saturday, August 22 for the installation. At 4 pm the technician arrived and the part he brought was not a Trane part and the what he brought would not work with my unit. It is now August 24th and it will 2 weeks tomorrow that I have been without air conditioning. Shaffer Air has made no attempt to contact me with when I can expect this to be fixed. In addition [redacted] has been absolutely no help in helping me get the repair finished.Desired Settlement: I want my air conditioning to be fixed so I can live comfortably in my home.

Business

Response:

To Whom It May Concern:We were dispatched this call from [redacted] Home Warranty on August 10, 2015. We serviced the call for no AC on August the 12th. At that time we found her to have a bad indoor blower motor. The part needed to be ordered through Trane. The part was ordered through Trane and we had it shipped in. We followed up on the arrival of the part on August 20th. The part arrived to us on the 24th and was scheduled to be installed on the same day. Of course Monday's and every day in this industry and extreme heat and especially getting a part on the same day it arrives can be hectic. At any rate we did arrive to her house last night she was text messaged and called several times. She is a customer of [redacted] Home Warranty they have contacted me and have been informed of this as well. During this time of extreme heat and working in attics I do allow the technicians to take as many breaks and their time and to do a buddy system when necessary for safety. Please see the GPS information confirming that we were at the home to install the part as advised:7:38:54 PM MST00:39:43[redacted]35.78:18:37 PM MST00:17:[redacted]:00:3200:40:15767:14 PM MST00:06:49[redacted]1.17:34:03 PM MST01:02:[redacted]:30:4400:37:33In this particular case I allowed the "buddy" system as you can clearly see that two technicians were sitting at her house while we made several attempts to text and call the customer. Phone records can be provided.I am sorry that we let this customer down. [redacted] has been informed of the situation and I imagine from here they will get her a new contractor. Respectfully,[redacted]

Review: I am very upset with the way I was treated by this company. The woman that answered the phone was extremely rude to me and condescending. I was supposed to be serviced by my home warranty and they put in a work order for this company. They were supposed to give me a 30 minute window when they were on their way. They are now 60 minutes past the window they allotted and still haven't told me when they will be coming. I can't stress enough how rude the woman on the phone is.

I took the entire day off work for them to arrive between the window of 12p-4pm. I called at 3:45pm telling them I had not heard from anyone. The woman was rude, I called again at 4pm stating that no one had called to tell me they were 30 minutes away yet. She was even more. Now they are an hour and a half late and have not even called me. I wasted a complete day, and more importantly the customer service of the woman who answered the phone was so rude that I will not be giving any business to this company that stood me up. I don't know how they stay in business when they are treating customers this way.

Business

Response:

I am still unable to log into my Revdex.com account. This customer placed a claim with [redacted] on May 24, 2014 for her air conditioning service. Being in the service industry especially the air conditioning business it is very difficult to please your customers but you can do it nicely. We give estimated windows such as 8-12 or 12-4 or 2-6. We give a telephone call when we are on our way. Our technician was late and showed up at the following at following time:

5:12:42 PM MST

Our warranty company originally sent Shaffer & Sons out to repair our A/C unit-we later decided to replace it and were very pleased with the service and price we received. I would highly recommend Shaffer & Sons to my friends and family.

This review is about a situation that just occurred. A call was placed to our home warranty about our AC being out again. Shaffer and Sons had serviced our unit several weeks ago and the problem had returned. The home warranty dispatched them again because their repair was supposedly still under warranty. I was told 8-12AM. They supposedly left a message - I stayed home from work waiting for them. At 9 months pregnant, I need an AC that works. Shaffer and Son's told me they wouldn't be coming now till tomorrow. I told them that wasn't the agreement. They hung up on me. It was rude. As an owner of a large Property Management company, I can not believe that an AC vendor would treat a client that way. Any client. Their customer service is terrible. I wouldn't trust anyone that hangs up on a pregnant woman that has waited all day at home for her AC to be repaired. My company certainly would never utilize a company that provides that level of services. We dispatch hundreds of HVAC calls to our preferred vendors every summer. Luckily our vendors understand the importance of providing customer service.