Customer ReviewsforArch Heating & Cooling, Inc.

Called Home warranty company about AC unit blowing warm air, they sourced Arch for repairs. Had to reschedule due to tech going home early then on day scheduled tech come out diagnose a 30amp fuse had blown. Tech says they might have one at shop he will be in touch. Hours go by they don't have one they have to source it through whomever they use for parts. 10 days later still no eta on fuse to be delivered to them and installed in my unit. Mind you it's warm inside the home to where fans are just blowing warm air. Looked the fuse up it's $13.99 at **** *** ***** which is a local store and they have several in stock and I sent the tech a screen shot of this. I have a daughter with asthma and son with bad allergies. My thermostat read 80 degrees inside my home. This is ridiculous to wait 10 days for a fuse that can be picked up locally. I find it funny how they are able to find time to reply to review on ****** but not answer phone calls from me or the home warranty coming or emails from home warranty company. I ask for an eta on fuse and last I got from a tech is "I will contact you when we get it". It's been 11 days.

We have received your review (which seems to be a repetitious review that you are placing on multiple sites). I take reviews and our company performance seriously, so of course I respond promptly to any customer reviews. I am not the individual who does purchasing or dispatching for our company, so when it comes to phone calls or correspondence on those items, it is a different staff member that you are dealing with. While we understand your frustration with the time it is taking for the ******* Fuse which is suited to your electrical panel to arrive, we have been upfront with the process and the time delay involved for that fuse to arrive to our shop. We have business relationships with certain Vendors and they are the companies we purchase all of our equipment/supplies from. Unfortunately, ************ is not one of those. Perhaps, if you found the fuse for $13.99 in stock at ************, it would have been a more successful option for you to pick that fuse up and either have us return to install the fuse you could provide or quite possibly you may have been able to switch out the old fuse with the new fuse, as it is a fairly easy task. If that would be something you would like still consider, we would be happy to work with your home warranty company to get you reimbursement for any money you put out to purchase the fuse. Otherwise, we have been updated that the fuse should arrive to our shop on Mon, 06/10/24. Also, if you aren't willing to wait for the fuse to arrive to us (which is taking longer as it is an older style fuse and we stock circuit breakers) you are welcome to contact your home warranty company to inquire if there would be another vendor who may possibly have the fuse in their stock and could complete the repair quicker. We will work with you whatever you decide to do. In closing, waiting on a back ordered part does not make us a bad company to do business with.

Lack of communication makes it bad for business. Text messages not replied to voicemails left no call back to me or home warranty company. I paid $100 service fee and the service is terrible. Home warranty company paid you and results are terrible. Yes I would like to deal with a different vendor, if something else is wrong with the unit and it takes this long to get a simple fuse who knows how long it may take for you to get something else. I'm not the only one that have complained about your service your reviews are not at the top of the charts. And for you to advertise as 24/7 emergency heating you leave no contact information for that part. You don't answer back for voicemails barely answer text messages. That looks like false advertisement, but that's another story. So yes let work on the reimbursement and different vendor. We have more 80 plus degree days ahead of us I've waiting long enough and do not want to wait any longer. Also if I pay for a service why would I buy a part that's what I paid the service for right, why pay if I end up doing the work.

We had offered the option a week ago to you of considering providing a part that you said you found available (which would have eliminated wait time for us to receive the part) or the option of considering research to see if another Vendor may have the part in their stock to help get the repair completed sooner. Based on our recommendation, you will see we had mentioned that we could help you get a reimbursement for any expense it may cost you. While this was a second option, we thought the main objective for you was to get the ** unit running as quickly as possible, however, it was many negative reviews against our company and added several more days for you to actually consider the information we shared with you. Many times the frustrations of wait times can be alleviated if all sides listen and understand any/all options. Unfortunately that didn't seem to be happening. We apologize for your frustration and hope you are able to get everything resolved with the home warranty company and the cash out you chose to accept.