Big Fish HVAC
Warehouse, Buda, TX

Big Fish HVAC Reviews

4.1 stars based on 16 reviews

Featured Comments:

• J

  Jenna Brown

  5.0

  Excellent service from Big Fish! We have only been in our new build home for 2 years and wanted to have someone take a look at our HVAC unit for basic maintenance. Caleb was prompt, friendly, and went above and beyond. Definitely recommend and will be using again for all future services!

• L

  Late Bloom America

  1.0

  We booked appointment 1 wk in advance and it was complete after multiple emails and forms filled out, a requirement prior to visit. The office staff were pleasant. As a residential customer it was a horrible service experience and I was polite expressing our frustration. After 15 min delay and no contact from them I called. I was on hold for 5 min and hung up. I called back after they were 30 minutes late for their appt. They said they'd call me back. Forty minutes later they called for the first time and said they may be by in another hour and a half but no guarantee. A service rep would try to contact us whenever he was en route. So they might show up 2 hrs after our scheduled time? I didn't know we needed to block half of our day. All we needed was service for our commercial fridge/freezer and to not be blown off, a simple courtesy call or text letting us know the delay or that it might occur would make this a moot point. Too easy right? The office manager said "we can't anticipate that so we don't give our customers a heads up in advance. We should've today but we didn't. We can't provide anything for that either. Sorry." I mentioned it would be helpful to let customers know from the start to allow additional time just in case delays occur. The office manager said the same thing, "we can't anticipate that." News flash, good businesses prepare, plan and adapt too change and keep customers in the loop, because their business depends on it right? But not if they don't care or value your business and time. After being treated like it was our fault for their mistakes we found another company to assist us since they clearly didn't care and lacked the professionalism to followthrough with their claims. We expected to be treated with respect and valued as a new customer. Their website "quality" description is dishonest, misleading, and they are not transparent. "We’re undoubtedly, Austin’s #1 HVAC, commercial kitchen and refrigeration experts, offering installation, repair and service. Above all, we’re here to help you and your business succeed. Because we care, we take pride in our work and give you exceptional quality, service and customer satisfaction." In our experience they provided the opposite, were disrespectful in their service actions, and wasted our time. Call someone else less arrogant that doesn't claim to be the best when they are not. We are reasonable and flexible customers when kept abreast of a situation but when you hold the customer responsible for your lack of service, your ethics and business operation is seriously skewed. Don't waste your time with "Bigfish". There are plenty of other companies who value you as a customer and you don't have to worry about them telling a "Bigfish tale" that isn't true. There are plenty of other fish in the sea.

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  Response from the owner

  Dear Late Bloom America, We are truly sorry for your unhappy experience with our company. We care about all of our customers and always strive to give 100% satisfaction, whether it be residential or commercial. Upon review of your complaint, it was found (as you stated) that you were given a set time of 10:00 am arrival and did not receive a courtesy call to inform you that our technician was running late. Our office staff was given directions to give you that courtesy call, but it was not followed through. That mistake has cost us your valuable loyalty to our company. We sincerely apologize for this error and hope you understand that this is not our typical service. In regard to the Office Manager’s statement: “we can’t’ anticipate that so we don’t give our customers a heads up in advance” she was not aware that you had been given a specific time and had not been given our normal 3-hour window. We normally give a 3 hour window of arrival, due to the fact that our technicians may run late on an earlier call making it unlikely to arrive at the exact given time. Very rarely is a customer given a certain arrival time without being informed of this 3 hour window, which is in regard to your situation. An emergency call came in prior to your appointment which prevented our technician from arriving at the exact 10:00 arrival time. Yes, our website states “quality” service and that is exactly what we strive to give to each and every one of our customers. Our business succeeds because we care about our clients and give our best every day. We have an excellent staff who take pride in their work and try their best to give excellent service with each and every encounter with our customers. Again, we truly apologize for not giving you the courtesy call that we were running late and hope that you can understand that mistakes do happen. We hope your commercial fridge/freezer was repaired and that you might give us another try down the road. Sincerely, Big Fish HVAC

• B

  Brandon Marrs

  5.0

  Daryl Mika and his crew at Big Fish HVAC swung in like Tarzan to save the day for us yet again! They've done this for us multiple times now at my personal residence and small business. Big Fish is as good at their job as Daryl is handsome (and he's hotter than the sun)

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