I came home yesterday to find my home was 80 degrees. I had a dear friend coming to visit me and my…read morehusband out of town. I called the emergency number and a tech, Caleb, was at my house by 7:30. He cleaned the drain and I had cool air by 8:00. I can't tell you how thankful I was that someone from my office told me to call them.

It came time to renew my service agreement and they didn't send out a bill so I called them to ask…read morewhy and I was told they would send one out but I never received it. So, I called to ask why. Then I was told they are refusing to renew the service agreement and that they no longer wished to have us as a customer. I called the office and, Kim, the secretary answered the phone again and she was extremely rude, and she has often times gives information that is incorrect. Tonight I actually tried to speak with her and she just screamed over top of me and refused to allow me to speak until the very end. She was VERY unprofessional. Since my issues were not being addressed and she just insisted on screaming at me I mentioned taking my concerns to the BBB and she actually told me that that happens all the time and it doesn't mean anything..... She then told me they have had numerous BBB complaints (I only found three) and that it means nothing to them. I purchased a top of the line Lennox XP heat pump system (heat pump, thermostat and air handler) from them on July 2, 2014 for the price of $9,740.00, with a ten year warranty. It took them over a month to install my unit and gave me several excuses and canceled two appointments to do the install. I had been purchasing service contract agreements from them. During this last three years I have experience terrible services provided under the service agreement contract for bi annual furnace inspections and maintenance. Over time their employees have gotten consistently worse. Several times since getting the new Lennox furnace their employees have came into my home to perform the bi annual maintenance on my system and they have stayed approximately 10 minutes and done nothing more than walk around my basement and talk on their cell phones. One employee had no idea I was on the other side of the basement with him while he was on the phone with the office talking negatively about another customer who had complained about their services and he was laughing and carrying on with the secretary who he was speaking to about this inconvenience to them and having to go back all while not doing the first thing to my own system covered under the contract agreement and then when he was finished with his phone call and realized I was there he simply checked off every box on the maintenance checklist sheet and stated to me that since my system was new there wasn't really anything he needed to do. After I complained about the poor service their employees were giving us while doing the service contract inspections and maintenance work New River Heating and Air agreed it wasn't acceptable service and sent back the check for the service agreement that we had paid and gave us a free year to make up for the previous unacceptable service we were getting from them. A employees told us that a postcard would be mailed out reminding us to schedule our six month contract inspections and that a questionnaire should be left after each visit, we received 4 postcards and one questionnaire in a 3 yr period. More recently my thermostat stopped working, when I called the secretary Kim she told me that I had to pay a $60.00 fee for them to come out and that the thermostat was still covered under my warranty. However when the man came out for this service (he just looked at my thermostat and told me it didn't work...) I was told that I would then need to pay an additional $197.00 to have them come back and put a new thermostat on which is totally different from what Kim had told me earlier in the phone conversation. Kim had told me that the one time fee of $60.00 would be all that I would pay. Just one of the many times she has given me information that was incorrect. An employee came out to actually put the thermostat on and he was here maybe 20 minutes and told me he didn't know anything about the WIFI and internet hook up of the newer electronic thermostats. He wasn't at all interested in helping me with connecting the thermostat and more interested in taking pictures for the warranty with Lennox. Before he left I noticed that he was taking the box that my new thermostat came in and I asked if I could have it because it had the new model number and serial number on it and he said he had to take it with him and placed the old thermostat inside the new box. I explained to him that I still have the original box for the old thermostat that he had just removed but he still refused and left with the new box with all the information for my new thermostat on it. The service manager Kenny came out next and actually got the thermostat hooked up to my WIFI and he wrote the pertinent information down for me like the serial number and model number for future reference. After spending almost $10,000.00's with them for a new Lennox system, they dumped us as customers without an explanation. I recommend avoiding them at all cost.