Faith and Hope HVAC Services
233, Florence, TX

Faith and Hope HVAC Services Reviews

4.1 stars based on 44 reviews

Featured Comments:

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  Toni Felt

  5.0

  Great company! They were very knowledgeable and professional. Personable too, which helps with long repairs or installs. They showed up on time, prepared and ready to work. Got the job done! Would defintely use them again!

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  Lettie Hawkins

  1.0

  They are the worst contractors we have dealt with. My daughter & grandson have been without A/C for over a month. The first diagnose was not correct and still waiting on repairs. I have called to get status and you cannot get in touch with anyone with the number listed on their website. Warranty company confirmed the contractor received the part last week, and still have not reached out to schedule the repair. VERY POOR CUSTOMER SERVICE!!! Finally spoke to someone & was told they were on Holiday 2 days last week, and of coarse parts can't be delivered. Customers are placed on the back burners. My response to the owner comment below, Yes, you have been to the property 3 times, showed up with the outside part first, then realized it was not compatible to the inside unit. That should should have been verified prior to the first part being ordered. 30+ days out.....Still waiting for this contractor to make good. So you are incorrect, you do have a customer waiting on you

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  Response from the owner

  This reviewer is not our customer, her daughter is. We have had zero interaction with this person outside of her incredibly negative phone call to my office manager yesterday. The details of this claim have been conveyed to our actual customer several times, and the rapport we have had with her has been positive. The warranty company has had several attempts to order the correct part, which in the end resulted in them ordering a whole inside unit. Our company has been on the phone with the warranty company almost daily, attempting to babysit the purchasing department who has been unable to order the parts in a timely manner. Our company doesn't order parts, the warranty company does. Our company submits the information to them and its their responsibility to order the correct parts. When they do not, we have no choice but to call and inform them and try again. This has been a consistent problem with this warranty company. Our company's hours and working days do not have any bearing on this claim. Equipment gets delivered at all times , to include weekends, which we are also not open on. We had this scheduled for install as of today, which was then rescheduled to Thursday at the request of our customer. This review is based on a mother attempting to expedite something that has been out of our hands from the moment it was submitted to First American. When we showed up with the outside unit, yes our techs realized the device First American provided to make the outside unit compatible was incorrect. This is an error of the warranty company as they had all the required information to properly spec this out. Even after repeatedly being provided with the correct part number, they continued to order the incorrect part. We have only been out twice. The third and final time will be to install the equipment.

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  Marie Pham

  1.0

  Read through the other one star reviews. They all read eerily similar. They don’t respond to messages unless you take it to social media. They take 2-3 business days to come. I had to wait an additional 5 days for them to receive the part. Then they come strolling by after 5pm on a Friday saying oh now we need another part. See you Monday! All in all it has taken them 12 days to maybe, maybe fix it this coming Monday. Maybe! edit: Hot is an understatement. It has been 100 degrees the past few days and just under that a few days prior here in Austin. I've been without cool air for two weeks. I get your not so subtle tenant shaming, too. Yes, I don't hold the purse strings so I guess my kid and I can wait to be the last stop after 5pm on Friday. A quote from the owner “Our company specializes in our interactions with people. We see people, not dollar signs.” And yet he just said technically I’m just a tenant. So much for seeing people and not dollar signs? I look forward to seeing what else will be wrong on Monday now that I've taken it to google.

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  Response from the owner

  We are not tenant shaming, we are stating facts specific to this review. You being a tenant is a factor in how quickly a repair can be completed. Another factor is part availability. Parts and equipment production has been severely impacted by Covid globally. Hvac parts are unit specific , and have to be ordered most times. The day of the repair, our technician had 10 calls, and ran them in the way that made the most sense for his day. You being a tenant had nothing to do with his decision, nor were you his last stop. I do hope people read through all the reviews. Each one has its own facts and specifics. We as a company strive to provide the perfect experience to our customer, unfortunately, as with any business, not every situation lines up for perfection to be a reality. In your specific case, your displeasure with our company stems from circumstances outside of our grasp. We ordered the part as soon as we discovered the issue, even prior to authorization in order to expedite this. Our agreement is with your landlord, who authorizes all repairs. It has nothing to do with dollar signs vs people, and everything to do with there being a process we are bound to by the people who contracted our company. As for your communication comment, our company originally came on a Wednesday, you reached out on Thursday. We responded on Social media, as that is the platform you reached out on. We called to get you scheduled as soon as we had notification of the part eta. Our company doesn't reach out to customers without having an update. We do apologize for your displeasure in the process, and will be completing the repair on Wednesday.

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