Neal Harris Service Experts

I’ve been a preferred client for 18 years. Lately it’s been taking multiple visits to fix issues. Last week after two separate service visits in the same night. Our air condition stopped working after three days, knowing the next couple days were going to be very hot, placed a service call at 5:30 pm. Told someone would be right out. The next morning I called at 8 am, told I would be next. After five more calls and 13 hours later, we have yet to hear from a service tech. Not happening again, they have lost me and people I know.

Total rip off artist. Quoted me over $ 450 to install a $ 60 pilot switch. I ordered part online and took 2 screws 5 min labor job. The $ 99 service fee check I canceled. Don’t use these crooks.

Unbelievable. A guy from Neal Harris came last week, gave me his opinion, asked what other companies told me, said he would come back, never did and won’t return my calls. So I called Neal Harris yesterday and set up a new appointment for today and THEY NO SHOWED. No call. Nothing. Pathetic.

I hired Neal Harris after finding a deal on Angie’s List that would satisfy a tune-​up request made by the buyer of my previous home. I purchased the $ 99 deal for a full HVAC tune up and scheduled the appointment as indicated. Service was scheduled quickly in April 2015 and performed to expectation. We provided the technician with a copy of the coupon certificate as proof of prior payment (which had already been provided during the initial scheduling) and went on our way.
One month later we began receiving outstanding balance notices at our new home, indicating that we had never paid for the service. Upon a 2^nd notice, I called customer service and they were able to confirm that I had in fact already paid and would ensure our account reflected this.
This month, July 2015, my husband noticed a $ 99 charge on his account from Neal Harris. He promptly called customer service. They were not able to provide any explanation as to how they obtained his account information, as the original purchase was made from a seperate checking account under my name, nor were they able to justify the charges. They issued a refund back to his account to show up in 8 – 10 business days.
That same week, I received a letter from a collection agency in the mail stating that I had not yet paid the original $ 99 fee and would be reported to creditors. Again, I immediately called Neal Harris’ customer service line, where they stated that my account was completely paid yet again– but could not explain how or why a collection agency had been involved or why my husband’s account had been charged.
I think it is ridiculous and unacceptable that i have spent so much time fighting errant charges and collection notices when payment was made PRIOR to the services rendered. There is obviously a lack of communication within the office or computer system that is persisting despite multiple attempts to reconcile. While the service performed was adequate, I will never choose to work with this company again due to the time spent dealing with the aftermath.

SCHEDULING NIGHTMARE!!! It has taken THREE separate attempts to get them here when they say they will be here. This NEVER happened when they were REALLY Neal Harris and not Service Experts., who took over the NEAL HARRIS name. The techs are decent when they get here. Fortunately, I am retired. This doesn’t mean I have all day to wait for them though. I feel bad for those who have jobs and must actually take time off work, only to have them NOT SHOW UP during a two hour window. Once they were FOUR HOURS LATE. I have used Neal Harris since 1970. Service «so called» Experts took over in 2009 and NOTHING has been the same since. I will not tolerate any further «lip service» from them. I am done. TRUST ME WHEN I SAY YOU SHOULD CALL ANY OTHER BUSINESS BESIDES THIS ONE. A company that has the words «Service» and «experts» in their name should at least be one or the other. This company is neither. I would really give them NO STARS.

Ever since Neal Harris became part of the larger Service Experts group, customer service and organization has gone extremely down hill.
We spent thousands on new furnace and AC units with Neal Harris. We had built a relationship and knew the warranties and piece of mind would be solid with NH. I’m now disappointed that we gave them our money instead of someone else. The units are fine and working just fine, it’s the confusion of maintenance and scheduling that has become a huge disappointment.
We were told that because the units were new, we didn’t need to have anyone come out the first year for regular maintenance. Received a phone call to schedule one, I called back and they agreed with the original stance. Kept getting phone call after phone call to schedule something, I called again and they said we might as well to keep the warranties guaranteed. Said ok, agreed to a time and they didn’t come or call. I called they apologized and rescheduled… they didn’t come and called to reschedule! Getting more and more furious. Third time of rushing home from work to have them call and needing to reschedule because the tech was running behind. Blood boiling all over something that I wasn’t even sure needed to happen. They finally came and went and I cannot wait to find another company to give our money to and provide the service that we need.
The only reason this isn’t a one star review is because the techs have always been nice, professional and easy to talk with. The company is another story. Do yourself a favor and research other heating and cooling company’s before picking Neal Harris. Hugely disappointed after having an 9 year relationship with a company. G’bye!

DO NOT USE THIS COMPANY! This was the WORST experience I have ever had with any company. Neil Harris assessed my heating and cooling situation incorrectly. It took 3X more time and I got bilked out of more $ to reconcile.
They damaged my floor which to this day (3 months later) has not been fixed.
Additionally with payment in hand, they turned me over to a collection agency which I STILL have not been able to resolve. In fairness, they did make efforts to fix the problem and next summer I hope and pray that my A/​C works. But the collection agency mistake is just too much. In the end, I reported them to BBB and Costco (where I found them). DO NOT USE THIS COMPANY!

DO NOT TRUST THIS COMPANY.
Sales rep Austin Green and Tech Brian Bruce attempted to sale me a new furnace and air condition when all I needed was a new filter and servicing.

I own a house in Lee’s Summit, but wasn’t in town when the AC stopped working this past Sunday. Called Neal Harris and they sent out a tech who, after a couple hours of inspecting everything inside the house and the heat pump outside the house, said I needed a new thermostat and would cost $ 595 to replace it, but he would have to order it. I paid Neal Harris a $ 99 service call charge and told the tech to let me know when they were able to get the new thermostat and I would decide whether it was worth $ 595 to have them install it.
Shortly thereafter, I found online a new identical thermostat to what I already had for $ 25, had it shipped to the house and my sister installed it. Still the AC did not work and this time it was tripping the 220v circuit breaker. I called Neal Harris again, told them I replaced the thermostat, but AC still not working and they sent a different tech out on Wednesday because the first tech said we needed a second opinion from a more experienced tech. That tech said everything on the AC works fine but I need a new circuit breaker, but I would have to call an electrician because Neal Harris doesn’t replace circuit breakers.
Thursday I had a friend replace the circuit breaker and the AC kicked on and ran for 4 hours before shutting down again. I called Neal Harris and said we have done everything they said to do and AC still not working, so the very nice lady who answers the phone said they would send out their more experienced trouble-​shooter.
This morning (Friday) Neal Harris sent out their field supervisor, I think, who inspected everything inside and out and said that we must still have a bad thermostat when all of a sudden he discovered that there was a small electrical plug that had vibrated loose inside the control panel on the heat pump. He plugged it back in and the AC kicked on.
Thus, it appears that the two prior Neal Harris techs never saw the loose electrical plug and I did not need the new thermostat nor the new 220v breaker that I replaced, but instead the electrical plug inside the control panel just needed to be plugged back in. Because the first two techs missed this simple fix, we went almost a week without AC and replaced a thermostat and breaker that we really didn’t need. I’m just glad that I didn’t pay them $ 595 to install the thermostat.
Draw your own conclusions about whether to use Neal Harris. I’m giving them 2 stars because I really do appreciate the fact that Neal Harris’ third tech discovered and fixed the problem. .. and he recharged my freon (2 pounds of freon for which I paid $ 236, which he swears does not include a service call charge). For the record, I have used Neal Harris off and on for the past several years ever since they installed my HVAC system, but this is the first really bad experience I’ve had with them.

In brief: The Plus Maintenance plan was not worth what was promised.
In November, when I set up my Plus Maintenance agreement, I was told by the technician that I would receive a 5″ air filter as part of the package. To prove this, he gave me a 5″ filter on the spot. I paid the $ 159 for the service ON THE VALUE of the filters supposedly provided. Today, I was informed that these filters are $ 70 «off the truck» and that the value of paying that OUTRAGEOUS price was that the technician, who was already in my house, would install the filter for me. Since I was promised a free filter, I did not see this as a value. I know it’s not Rick’s fault, so I am not blaming him. It is clearly the fault of the technician who sold me this package falsely. Neil Harris Service Experts should be responsible for their employee’s claims, though. Rick called his boss and had me talk to him about the filter. He offered a discount of $ 20, which would still put it WAY above retail price. When I told him that this didn’t satisfy the promise that was made by his employee, he merely apologized. This is an unacceptable business practice.
Furthermore, there was a problem with my solenoid valve on the humidifier. It runs constantly, not just when necessary. I have been manually removing the connecting wires to stop the flow all winter. I asked Rick to check the wiring to fix the problem, but he merely replied, «The wiring’s fine.» Clearly, if it is running constantly, then there is still a problem. It would seem like this is part of what I paid for in my Plus Maintenance Plan.

The initial response and diagnosis was great. I called on Saturday Jan. 4^th and Chet came out within 2 hours. He diagnosed the issue and said he could order the part. The furnace is under warranty with Rheem as it was installed in May 2013.
I didn’t hear anything more from anyone until I started calling for status on Tuesday. Then it was as though I was an inconvenience. No one could tell me what the status of the part was or the cost of the repair.
Finally today at approx. 10:45 I received a call, saying they would like to know if they could make an appointment for sometime «Later» this week to get my furnace repaired. I had already been without the furnace for 5 days during the «Artctic Vortex» freeze… through –10 degree temps at night and they wanted to come «Later» in the week. I expressed the desire to have it repaired today. They were able to schedule the time and told me the cost would be $ 289.
After already paying the initial $ 99 for the service call… and now $ 289 for less than 30 minutes to replace the board… Nothing like paying almost $ 700 an hour labor rate… NEVER AGAIN!!!

I fired NHSE after they told me I had a CO leak in my gas furnace and quoted me about $ 3,000 to replace… but PUSHED a whole system upgrade that would have cost thousands more. They did not bother to tell me my Trane coil was still under warranty. Crooks!
And subsequent techs from NHSE and other companies never found the same high CO readings. What does that tell you?
The only reason they get two stars is that they generally have a lot of techs and do show up on time.

I will be damned if I ever use this service again.
The initial call out was fine. They refilled my freon and informed me of a problem on the furnace — so far so good.
Then the rebooking calls start coming, once a week every week. When I finally get to a spot where I can think/​say yes to an appointment, the CSR informs me that there are no appointment slots for the next two months.
This sort of ham-​handed clueless customer experience has left me against this company. Their techs are great, but their customer relations are horrible.

I came home after a long weekend to find that the AC was not working on one of the hottest days of the year. I purchased my AC and furnace from AB May and they have been doing the annual maintenance checks so I called them first. I got a answering service and they said they would call right back and they didn’t. I then called Service Experts and they answered with a LIVE AGENT on a Sunday evening and they said they would send somebody out that evening. TWO repairmen showed up at 10 p.m. and were done before 11 p.m. Fixed the issue and the cost was VERY reasonable. I tossed the AB May magnet off my fridge and now Service Experts will be the only company I call for tune ups and repairs. Oh, AB May did finally call at 9:30 p.m. and said they were not coming and would try to «work you into our schedule» the next day. THANK YOU SERVICE EXPERTS!!!

Lied to me twice — I don’t want to disclose more details, but bottom line is, this company cannot be trustesd.

First, they are NOT a local company. They are owned by Lennox as part of the «Service Experts» business segment. We called today at 9 am for a service call and were told that «Becky» would be out sometime today. At the same time, my hubby put in an order for our church (he’s the building elder). By 4 pm when «Becky» hadn’t shown or called, we called… again and were told we were on the list and had 6 people in front of us. By 8 pm, we (and the order for the church) had both disappeared from the list! Customer service didn’t have a record of either call. It’s 98 degrees in the house with record heat outside, and we have to endure another night without AC because NEAL HARRIS is no longer locally owned and can’t talk to anyone in KC. As of this writing, we’re still waiting on a call from a supervisor from Neal Harris to discuss options. Their customer service information network is far from seamless and in some cases, information is handled by an outside service and does not flow properly from department to department.

Scheduled an appointment on 6÷8÷11 for 6÷9÷11. Service tech failed to show up, call center had scheduled appointment for a company in IN, despite having my correct address. Local company in IN cancelled appointment without informing me of cancellation/​error. Tried to schedule service with Kansas City office, who was unable to make appointment until 6÷13÷11. Employee I spoke to at KC office was unapologetic and rude, and denied that the call center I had called was not theirs, despite the fact that the call center HAD JUST SUPPLIED ME WITH THEIR NUMBER. Checked to make sure call center was accurate, which it was. Very disappointed with lack of organization, and despite it being the call center’s mistake, I would hope that the network of offices would INFORM each other of this kind of error, and am extremely disappointed with the response from the local office. I make every effort to remember that the person I am talking to is almost never responsible for the problems I am dealing with, but I do expect an apology, and not accusations that I am somehow at fault. I would never attempt to use this business again.