I came home yesterday to find my home was 80 degrees. I had a dear friend coming to visit me and my husband 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. read more

It came time to renew my service agreement and they didn't send out a bill so I called them to ask why 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. read more

New River replaced my 20 year-old central A/C & heating unit. The work was completed in a timely manner as promised. Technician and his helper were very courteous and knowledgeable. Tech reviewed the system with me after installation to ensure I understood its operation. Install team cleaned up jobsite before leaving. I recommend this company to others who need HVAC work! read more

Very nice. Talked with them about heating and air options at my house. Gave me some great ideas read more

New River Heating and Air - Heating & Air Conditioning/HVAC Near Me - Radford, Virginia

I am not sure who are the folks on facebook leaving good reviews, but the company's services has declined much since they started. owners initially cared very much to actually help the customer. I cannot begin to detail that in the dead heat of the summer, how hard to get they played with services, since they no longer need you as an individual customer. That starts with the initial phone call to setup an appointment, when they treat you as you are at their mercy for coming to your home - their timeline, ANYTIME of the entire day, not even morning or afternoon; and for example when my kid got sick and I took him to urgent care, they didn't schedule me for another 8 days. when they came the Freon replaced wasn't patched, called them again, now the conversation was buy a new system or leave it - absolutely couldn't care less about tonight or any other just like the last time- they just don't need you as a customer ! read more

BUYER BEWARE! I was told I needed a new heat pump and that my compressor was bad. (quoted $7,000) I got a second opinion. The only thing wrong was a small leak that needed less than 2 lbs of refrigerant. (paid less than $200) read more

i called to have someone come out to check my heat pump, called the wytheville number lady i spoke with said she could maybe have someone come out later this afternoon, i then get a call 20 minutes later that a tech was on the way, i tried calling the wytheville number to let them know i could not leave work that soon, i then called the radford number spoke with a lady whom stated that i could reschedule for tomorro afternoon i ask if she could give me a estimated time so i could leave work and she rudely told me they do not give estimated times or appointments that her crew could not just sit around and wait on me. so for that i will never use new river heating and air again and the office staff needs an attitude adjustment. read more

Had these folks put in central hvac system several years ago, would not use them again. Their workmanship was not up to my expectations.

It came time to renew my service agreement and they didn't send out a bill so I called them to ask why 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. read more

$75 diagnostic charge off the bat ?! The person on the phone promised that this diagnostic charge will go toward to service charge if the job is small enough. Well, its sure a small job. The service person was in here and out in less than 45 mins. I was cooking a pizza with my son and happened to be playing with the timer the whole time. The manager had to argue that the service person had been here for hour and half and therefore, the $75 needed to be charged additionally for nothing. Does this sound so random to you? I would avoid this company like plague from now on. read more

Excellent customer service. They were quick to respond to my request for service and were very efficient with the repair. They answered all of my questions about their maintenance plan without pressuring me to sign up. I would highly recommend. read more

Avoid this company. They evaluated a furnace/ac unit for me and I was told they needed to order a blower motor. They forgot to order on the day they were supposed to and could not give me a date that the part would be ordered. Very bad customer service. Charged me $85 for the evaluation and then $35 when I told them that I was going to use a different vendor because they couldn't provide any information on when the part would be delivered and installed. STAY AWAY!!!!! read more

Asked for an itemized bill and told they don't do that - Found the part they replaced online for a number of prices ranging from $78 - $110 dollars. Their charge, $523 for the part and 70 minutes of labor. With even 100% markup for the part that brings labor to approximately $260 per hour. On the phone, they were unwilling to explain their billing other than an obtuse "Flat book" approach. That is how they determine their rate, not how they buy their parts. The unwillingness of this company to provide a breakdown of costs supports that they are purposely obscuring the billing. Other companies in the NRV much more upfront with service and parts cost. If you are interested in what you are paying for try elsewhere! read more

Saturday morning my dog alerted me to my heat pump knocking loudly. I called NRHA after reading about them on their website and reviews from customers. I spoke with a woman who forwarded my service request to the gentleman on call. About ten minutes later Mike called. He was personable and directed me on what to do until he could come check the unit Monday. Monday morning a woman called telling me a gentleman would be at my house sometime in the late afternoon. About 5pm, I received a call checking in with me that a service man would be coming. About fifteen minutes later, Mike arrived. He looked at the unit, knew what was wrong, and with his headlamp in the dark, fixed it so now's there a wonderful hum. This is a Lennox unit installed in 1992!!! Great customer service from first phone call to end of service. Will definitely call for next repair/replacement. read more