Communication and consistency. Do their best to be friendly when you actually talk to someone, but as soon as it becomes clear that you're unhappy with the lack of follow-through they're perfectly content with ghosting you and ignoring calls. We put in a request through our home warranty to put ceiling fans in, was told to our faces we needed to tell the warranty company they did the work so they could get the funds for the fans (our mistake for doing so). Then proceeded to not hear back or get anything done for over half a year. Eventually went and asked for the fans to do the work ourselves or with someone else, and found out they got much cheaper fans than they were supposed to. We wanted so much to give the benefit of the doubt (only having one tech available is difficult I'm sure), but even with a whole crew of techs that wouldn't fix the lack of communication and the downright shady business practices. Horribly discouraged customer. read more

Absolutely horrendous. Started out friendly and nice, didn't actually fix anything. Instead they RUINED the control panel of our boiler heater. They used up our yearly allowance from the home warranty in multiple visits and never fixed the issue. It has been over a month now and they have been out 3 times. The control unit is broken beyond repair. Had to hire someone else to come fix what they broke. They will no longer answer the phone. When the home warranty tried to call them, they hung up on them. DO NOT DO BUSINESS with these people. You will not get what you pay for. read more

If your local to me this is one company you do not want to hire!! 10's of thousands spent on HVAC. Nothing but problems the whole 6 plus months it's taken them to install. I've been extremely patient with them and tried to work things out. As they are the "professionals". So today was supposed to be the day they come and fix the issues and preform 1 of the 3 duct cleanings and sanitation that has been paid in full. Was told to be there at 8am sharp. 8:30am we get this letter Via text to us. Take a look at there best of their ability on how the duct is secured with tape. The tape is almost all the way peeled off and it's colder in the attic than the upstairs. Multiple areas were taped and its all just blowing the cold air in the attic. They are quick to mention the police if money is owed but when it comes to them they just send a letter..lol. Also had to go through them trying to do an insurance scam at our house saying 14k worth of copper was stolen. I seen the employee load it up for "another job" they had.What a joke this companies been. But after doing a little research I see Attorney Posen was successful with a 18k plus case. So shit he's 1 for 1 against them. Let's ride with him. But again if your local to me Family Heating And Air is not worth your time!! Share throughout our community so no one else has to go through this nonsense. Robert Fitzgerald @family heating and air read more

I had a HORRIBLE experience with this company. I was given this company to fix my dryer through my home warranty insurance. First off, this company is located over an hour away from my home (not their fault but that gives you some background information on the service I will be explaining). I waited about 2 days to hear from them after they were assigned to me, as I had to reach out to them. The woman in the office was nice and helpful, no issues there. I had to miss work on the day they were coming out, they announced they were about 30 minutes away which was great. 2 guys showed up and came in to assess the situation. They were looking at it for 10 minutes and found out there were 3 pieces that needed to be fixed on it. He said that they were to order the parts and call me when they come in to setup delivery. They left my dryer with the back off of it and it was just lying there not secured to it. I am pretty sure in the service industry, you are not to leave a customer's home with the item in pieces. A week goes by, I have not heard anything. I finally hear from them about a week and a couple days later. She said that they had to order the parts but they were backed up on orders so it should be 7-10 business days for the parts to come in and then she'd call me to setup delivery. I was a little irritated at this point because I have a 2 month old baby which puts me out of doing laundry for almost 3 weeks at this point. Another 8 days goes by and I still haven't heard anything. It was a Thursday. She called me back and said she apologized as our parts came in THAT morning, however, they had an emergency in their office and had to put their owner in an ambulance. I was empathetic about her situation and appreciated that she called me back. She said "lets plan for the technician to come out on Tuesday." Great. Monday approaches and I get a call from their office. A different woman said that my parts came in and she'd like to setup delivery and installation. I was very confused as I told her I spoke with Dawn on Thursday and we are supposed to have someone come out tomorrow (Tuesday). She said she apologizes, please disregard and she'd talk to Dawn when she comes in. Tuesday rolls around and I had a feeling there was a problem. I waited for about 3 hours into the morning and decided to call her back and ask what the status was. Dawn said she apologizes but she doesn't think the tech can make it out to me today. I was very upset at this because there's ANOTHER week gone without a dryer. At this point we are at a WHOLE MONTH with very little correspondence. I told her when can they come out. She said lets do Friday. She did not sound sympathetic at all and I was very short with her as this was unacceptable. The technician calls me about 12:30 PM on Friday that he is about 20 minutes away. He shows up and sits in his truck in my driveway for about 25 minutes before coming inside. He comes in and messes with the dryer a bit, and comes to me and tells me that the company SENT THE WRONG PART. He said he might have one back at the shop, but they may have to order another one and he'd have the receptionist call me with the status. He left my house and I was ABSOLUTELY FURIOUS so I called Dawn back and wanted to voice my frustrations. I did not speak with Dawn, I spoke with Patty? She said she would find out which technician it was and call me back to discuss our options. An HOUR goes by and still nothing. So I called again and this time Dawn answered and I asked her if she knew what was going on. She said she is aware however they need to talk to the technician. I said that this was completely unacceptable as I've waited for 3 weeks for this to be done. The owner decided to mark this as nonrepairable and to get me a new dryer. She said she would get us a new dryer and she apologized. I hung up with her and realized she never told me when. I called her back and she said it would have to be ORDERED through our home warranty company and she'd let me know when it comes in to have them install it. She said or there is the option to have the insurance company reimburse me BUT she would need to let the company know what was going on and that she'd call me back. I waited for another hour and half without hearing from Dawn. I was tired of the miscommunication and horrible lack of communication with this company that I decided to call the insurance company myself. Apparently they already talked to Dawn, but I was never notified. I know that I did not willingly pick this company, but I know that I will not be calling them for anything or referring to anyone. read more