AirPro Air Conditioning & Heating

Was told by my «usual» A/​C repair company that I needed a new system so I called Air Pro as one of the companies to give me a second opinion — boy am I glad I did! The Air Pro technician (Burnett) asked what the basis of the dire diagnosis was and then began his own investigation. He said things just weren’t adding up to him and he was right. Turned out all I needed was a new blower motor capacitor (the thing was completely dead). Needless to say I was ecstatic to pay the $ 265 repair bill rather than a $ 7,000 new system bill. Air Pro just got themselves a new customer. P. S. The technician also took time to tell me about all the standard processes the owner has put in place to ensure that the service level is the same between all of their technicians — and talked about the extensive training they go to each year to ensure they know how best to install and maintain the American Standard products they sell.

My experience with Air Pro has been like dating a person you don’t really like but find a (not so good in retrospect) reason to continue with them until they dump you.
I chose Air Pro to service my AC because my neighborhood service directory recommended them. In retrospect, I should have ended the association when the technician assigned to service my AC unit in April was abrupt and condescending (maybe rude), and made me feel anxious and defensive in my own home. Instead, after he determined that my evaporator coil needed replacing, I entered into a one year service plan for a price discount on future work.
Air Pro sent out 6 men to my home to replace my evaporator coil. Someone at the office (maybe the owner, I don’t know) warned me that there would be about 4 men coming out to help speed up the process. I was uncomfortable with 4, let alone 6; I live alone and am always cautious when I have service men come through my home. In any case, I don’t know how much having 6 men there sped up the process; it took about 3 hours. Plus they damaged a portion of my ceiling carrying the equipment up and downstairs. When I pointed this out, the lead technician on the job shrugged and offered to call the office. At that point, $ 2,834 later and after several hours of feeling like I had to be on guard, I just wanted them to be gone.
Less than 2 weeks later, my AC was not cooling. Given Air Pro had just replaced the evaporator coil and I had the warranty, I called them out for this also. They sent out the abrupt, condescending technician who over-​explained why the issue with my compressor motor was not something he could have caught during his service visit earlier in the month, but that he would do me the favor of not charging me for the service call. After that — or maybe after the previous job — I really should have just ended my association with Air Pro, but the warranty. .. ugh!
Last week I returned home to find my AC was not cooling again. I called Air Pro around 7:30 p.m., and their answering service took a message and said a technician would call me back. One hour later, having not heard from anyone, I called back. This time a technician called me back within 10 minutes to tell me he was in Katy and would not be coming to my home. I was super-​pissed; that was information I should have received shortly after my first call so I could have called another company. Sitting in an 88 degree home for several hours with a panting dog did nothing for my mood, and I said I would report them to the BBB. Of course, the next day, when a (literally) cooler head prevailed, I knew that was a silly threat; Air Pro did nothing reportable other than not treat me like a valued customer.
Anyway, the conclusion: around 7:30 a.m. the next morning, after waiting out the night without a working AC, someone with Air Pro called to see how I fared and asked if I wanted them to send out a technician that day. I explained to them that I had already paid $ 79 to another company who had been out the night before and was going to send out another technician to properly diagnose the problem that morning. As is reasonable, I didn’t want to pay Air Pro another fee to come out. Two hours later, after the problem was diagnosed, I called back Air Pro to see whether they were still amenable to send someone out to take a look at and work on the issue. The same guy who called me picked up the phone and, at first, behaved as if he didn’t remember calling me. Then he said the calendar was now booked for the entire day (this happened within 2 hours), so I should just use the company I had paid to diagnose the problem. He framed it as if he was doing me a favor, but it sounded like a kiss-​off.
Finally, I got the hint; Air Pro is just not that into having me as a customer, warranty or not.