Brody Pennell Heating & Air Conditioning

Reviews

• DD

  Diedmar

  1 day ago
  1.0
  TDLR: I was upcharged $100 two hours before appointment I don't particularly like writing negative reviews or sharing bad experiences with local businesses. At the same time, I make a point of giving positive reviews when a company or individual provides good service. I think it's only fair to acknowledge both the good and the bad. With that in mind, I wanted to share a recent experience with Brody Pennell that may be useful to neighbors considering them for HVAC service. My next-door neighbor had a maintenance appointment scheduled with Brody Pennell. Since we have also used them in the past, I called to see whether they might be able to service our system at the same time. Our rooftop condenser and the neighbor's are only about 10–15 feet apart, so I figured this would be convenient. The representative told me they couldn't fit me in that day, which was understandable, so I accepted an appointment about a week later. I was also offered their $80 maintenance special, celebrating the company's 80th anniversary, which I happily accepted. During that call, I specifically emphasized that the technicians would need to bring a 34-foot ladder to access our roof. Brody Pennell has serviced our property before, so this wasn't a new or unexpected access requirement. The following day, I received a call saying they had a cancellation and could, after all, schedule my appointment on the same day as my neighbor's. Great news, I thought — the HVAC gods were smiling on me. My appointment window was 11 a.m. to 2 p.m. On the morning of the appointment, at approximately 9:40 a.m., I received a call from the office informing me that there would be an additional $100 charge because an extra person was required to handle the ladder. That got my knickers in a twist. I had specifically discussed the 34-foot ladder requirement when making the appointment. If safely accessing the roof required a second technician and an additional $100 charge, I felt that should have been disclosed when I booked the service, not within two hours of the appointment window. I told the office representative that I didn't consider the last-minute charge professional and asked to speak with a supervisor, but I did not want to cancel the appointment. The representative told me she would relay that I was disputing the additional charge and that I would receive a call. I never received that call. The technicians subsequently arrived. I explained the situation and the timeline to them upfront. To their credit, they were very patient and contacted their manager while they were there. The manager would not waive the additional $100 charge. At that point, I thanked the technicians for their time, declined the service, and wished them a good day. To be clear, my concern isn't that a company may need two people to safely handle a 34-foot ladder. Safety requirements are entirely reasonable, and if two technicians are necessary, I have no objection to that. My concern is transparency. I specifically told the company about the ladder requirement when I booked the appointment. They had the opportunity to tell me about any additional charge before I agreed to the service. Instead, the extra $100 was communicated on the morning of the appointment, after the appointment had been scheduled and confirmed. When I questioned it and requested a supervisor call, that call never came. Everyone can make their own decision about which HVAC company to use. I'm simply sharing my experience so neighbors know to ask specifically about roof-access, ladder, or additional technician charges when scheduling service, and to have those charges confirmed before the appointment.
• TJ

  Tasia Johnson

  1 day ago
  1.0
  Avoid Brody Pennell. Making appointments takes months, and while the service providers are friendly, staff at large do not advocate for customers and are unresponsive when issues arise. They repaired my AC system and did not advise that the most expensive part was covered by the manufacturer warranty, something for which only they, a licensed technician, can make a claim. I'm still waiting for resolution, and it's been over a month.
• SU

  Samuel Utley

  5 days ago
  4.0
  The only thing keeping me from giving my latest maintenance check up a full 5 stars is that this is the second time I’ve been rescheduled after being promised a spot in my desired time slot “11-2” at the last minute. I know it’s hard to keep to schedule in a world where any call can suddenly take way more time than expected, but the minute something like that comes up, it’d be great if the company would reach out to people down the line and let them know there might be a need to reschedule instead of wasting my entire late morning/early afternoon waiting for a technician who will never show. In this particular instance, once the technician did arrive, he was great! Manuel was incredibly knowledgeable and efficient at his work. He was pleasant conversation and overall friendly. A+ for him. TLDR: Brody Pannell could learn to manage their customers’ time better, and give earlier heads up for rescheduling, but their technicians like Manuel are pretty darn good at what they do.
• ML

  Max Lagao

  5 days ago
  1.0
  Extremely disappointed with Brody Pennell. They installed a new furnace and connected it to our AC, but their team left the system throwing error codes due to a missing sensor on the new setup. Instead of taking ownership, they tried to charge us a $100 diagnostic fee to fix their own incomplete installation. Their written promise to handle all post-inspection corrections and their "100% satisfaction guarantee" meant absolutely nothing. Now we are facing a permit inspection with a malfunctioning system. Avoid this company—they do not stand behind their promises.
• FH

  Frank Hernandez

  Sep 26, 2026
  4.0
  What could have turned into a pretty frustrating experience actually ended up making me trust Brody Pennell even more. We originally scheduled them for a basic AC tune-up. Our system was working fine beforehand, and I have nothing but good things to say about the first technician who came out. He was great very communicative, professional, and thorough. He explained what he was checking, pointed out some maintenance that had been neglected over the years, went over what could use additional servicing, and clearly explained the pricing without putting any pressure on us to make a decision right then and there. We decided to think about the additional work and asked them to send us the information. Unfortunately, after the technician left, we noticed that the AC was no longer cooling properly. Naturally, that made me nervous because the system had been working before the tune-up, and now we were heading into the weekend without properly functioning AC. This is where I think Brody Pennell really earned my trust. I called and was initially told someone could come out the following day, but unfortunately I never received the confirmation. There apparently was some kind of issue with the booking. When I called back, though, the customer service representative I spoke with was extremely helpful. She worked to get someone scheduled for us and managed to get another technician out on Friday, even though it was pretty last minute. The second technician came out, figured out what was going on, and got the system working properly again. For me, that's what separates a good company from a bad one. Things don't always go perfectly. What matters is how a company responds when something goes wrong. Instead of leaving us hanging or making the situation more difficult, Brody Pennell stepped up, got somebody out to us quickly, and made things right. Something that could have easily turned into a negative experience actually ended up being a very positive one. After seeing how they handled everything, I feel much more comfortable trusting them with our AC system going forward. I would gladly use Brody Pennell again and recommend them to anyone looking for AC maintenance, servicing, or repairs. They stood behind their work and took care of us when we needed them, and I really appreciate that.

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