Campbell Appliance Heating and Air at 5427 North State Highway 6, Waco

Reviews

• Abby Witcher

  Feb 19, 2018
  ★ ☆ ☆ ☆ ☆
  The technician was fast at diagnosing issue but never received contact from office regarding scheduling for repair. I called the office four times over the course of two weeks to check on status of parts/repair. I asked for a refund and cancellation of services after nearly two weeks of waiting. I was told I could not have a refund and was scheduled the next day. When asked what time would be best for the technician to come, I asked before noon. She agreed and called back two hours later to tell me he’d be there between 3-5 pm. I never was able to talk to customer service. I was charged $300 to repair a hose in my dishwasher that took less than one hour to fix. I’m very disappointed in service with this company.
• Michelle R

  Feb 05, 2018
  ★ ☆ ☆ ☆ ☆
  Let me start by saying that I am a single mother with no knowledge about anything having to do with air conditioning/ heating repair or terminology. With that being said, once I find a company that I trust, I will continue as a loyal customer. I have used Campbell heating & air in the past when my air went out during the 100 degrees summer. They were prompt, polite and fixed the issue. Since I was happy with the results, I continued to use their service whenever I've had any issues.
  
  Until recently, everything seemed fine. However, this past January when Waco experienced a cold front that dropped the temperature to 15 degrees, Murphy's law dictated that of course my heater went out. I called Campbell and explained the situation. The tech was very courteous and confident in his abilities. He explained something about my damper and how air flow wasn't getting into my system. I was informed a part needed to be ordered. I paid $350 up front to place the order. At one point the heater appeared to begin working again, so I called to cancel and was told that the tech documented that the system would work sporadically but still needed to be repaired. A few weeks later the tech came out with the part and "fixed" the issue. He ended up installing a motherboard and I paid the remaining $500 that I was told I owed. A few weeks later the same issue occurred. In total the technician has come to my property SEVEN TIMES to repair the same problem. Most recently he came out and explained to me that I needed a damper because air wasn't flowing.... What! We already had that conversation and I thought that was what was diagnosed and fixed previously. He stated that yes he realized that and he would address the issue at no charge. He did come back (this is trip #7) and ensured me that everything was now running correctly and I just needed to make an appointment for them to tape the duct in the guest bedroom closet because I was losing a lot of air. This would also be completed at no charge to me.
  
  Since this time the thermostat in which the motherboard was repaired will randomly reset so that both the cool and heat is programmed to kick on at 41 degrees. I thought that my son touched something, so I readjusted the settings. Twice more it reset to the same settings. I took pictures to document the event and turned off the thermostat to prevent the air conditioner from running when it wasn't necessary. I once again called and talked to the same receptionist that I've called all of the previous times. She was kind, but refused to allow me to speak with the office manager because they weren't available. She would give them my information and have them call me back. A week later, no call back. I called again with the same request as was told once again that the manager wasn't available and they would call back. At this point I am extremely frustrated and she assured me that I had every right to be and she would do her best to get the situation resolved. I was told she would make sure the manager got my message. Here it is another week later and still no response. My friends have informed me that I am much too passive and needed to write a review so that other customers could be aware of the service that they too may receive and to hopefully motivate management to GET THIS ISSUE RESOLVED. In addition to this review, I am filing a complaint with the Better Business Bureau to see if they can encourage a resolution. If that still fails, I will be contacting a local attorney to discuss my possible avenues to recover the $800 that I have paid for a part and service that has required SEVEN attempts at repair. At this point I most likely will have to have another repair company come out to diagnose and repair the problem has been occurring since JANUARY!
  
  I am obviously a very patient person, but enough is enough!

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