I used them to install a new furnace in 2021. They chunked out one of my floor joists badly, and it didn't look to be necessary as the pipe to the exterior fits anyway without the removal of that much material. They also forgot to put it in 2-stage mode, so it was running in single-stage mode for a year. I then paid for the year-round service of the furnace and AC. The AC was original to the home. In 2023, they checked the AC at the start of the season and said everything looked good. During the peak of the summer heat, the AC quit. Understandably so, it's nearly 30 years old at this point and they didn't install it. I made an emergency service call, and Ed came out. He fixed it right away with an emergency service of over $250. It's the details of what he said that made me quit using them.
He mentioned that during their check up (which you pay for on yearly retainer), the tech noted the terminals on the capacitor were highly corroded and in bad shape. This was at the start of the season around April or May. The unit then failed in July during a heat wave. I'm a technical person by trade, I understand them not wanting to touch a nearly 30-yr old unit and "owning" what comes of it. They should have done a brief risk analysis and brought the identified issue to my attention and allowed me to make the decision of whether to replace it during the check up. The whole point of paying them a subscription fee is to perform preventative maintenance. The capacitor is a very basic yet essential component, and I understand if the condenser pump were to quit shortly after, that they likely had nothing to do with it. Instead, a failure point they identified earlier caused an emergency call, which yielded them more money than if it were addressed during the scheduled preventative maintenance. I felt that they let it ride out, but based on their findings, I would have had them replace it on the spot. Corrosion in any electrical system creates resistance which causes strain on components when they can't get the proper power needed to run. That can also cause the fan motor to overheat and fail. I hope it was worth it, I haven't used them since 2023 because of it.