As a customer of ARCE Heating and AC since 2018 who has invested thousands of dollars in their…read moreservices, I feel obligated to warn others about their unprofessional conduct and disregard for customer commitments. After years of them persistently promoting their maintenance plan, we finally signed up last year, believing it would ensure priority service and regular system care. How wrong we were. ARCE cancelled my long-scheduled maintenance appointment with just 24 hours' notice, citing a need to prioritize emergency no-AC calls. This cancellation came despite the appointment being made 6 weeks in advance and my having adjusted my work schedule to accommodate it. When I offered to reschedule to the following week - though inconvenient - they insisted they could only schedule during July 4th week, knowing I had already informed them I would be out of town. I was surprised by their inflexibility and unwillingness to work with my schedule, even when I tried to be accommodating. What's particularly frustrating is that regular maintenance is essential for preventing AC failures during peak summer months. By pushing my maintenance appointment to July, they're essentially creating a situation where my system could potentially fail during the hottest part of the year - exactly when emergency service would be most difficult to obtain. One can't help but wonder if this is intentional, as emergency repairs are far more profitable than routine maintenance. If they consistently prioritize emergency calls over their maintenance plan customers, why even offer a maintenance plan? The professionalism of their Operations Manager, Jacqueline, was very disappointing. She failed to call as promised, leaving me waiting for hours throughout the day. When a response finally came, it was just a dismissive text. After questioning when I would receive a call, I was told they were too busy and their only solution was to cancel my prepaid maintenance membership and issue a refund if I couldn't accommodate their last-minute schedule change. The refusal to even have a phone conversation about the situation insinuated that I, as a long-term customer, wasn't even worth a few minutes of their time for a proper discussion - even if the outcome wouldn't have changed. Talking to your customers is typically a basic professional courtesy. For anyone considering ARCE's services: be aware that scheduled maintenance appointments apparently mean nothing to them, and they'll cancel with minimal notice regardless of your schedule or loyalty as a customer. Save yourself the frustration and find a company that actually values their customers' time and honors their commitments. Update: In response to the business owner's reply: I want to make it clear that at no point was I "combative." I remained respectful throughout my communications, even when faced with last-minute cancellations and a refusal to even discuss other options than the one option they provided. Regarding their mention of "privacy boundaries," I have not violated any laws by sharing text message correspondence. In South Carolina, it is entirely legal to share written communications I was part of--particularly when done to clarify facts and protect against misleading claims. I shared these messages to provide transparency and defend myself from the company's attempt to discredit my experience. The fact that they responded with veiled legal threats instead of accountability is deeply disappointing and says more about their customer service than anything else. Any further threats from this company will result in me escalating the matter as well.

Charli came out on time, was professional, and did a thorough maintenance check on my system. He…read moreexplained everything clearly and made sure everything was running properly before he left. I appreciate the honest and friendly service.

Doug had everything fixed in no time at all. He even brought a few things to my attention that he…read morewould come back later and fix.

From the owner: Timber Creek Services has over 22 years owner experience in the industry. We offer an honest answer…read moreto your HVAC needs. Not everyone needs to be sold, but we provide the answer you need to get your homes climate to the optimal level desired. We specialize in AC repairs, installations, HVAC installations, HVAC Maintenance, cooling systems, and seasonal HVAC Maintenance. Give us a call today!