The Tech noted some cracking in the polymer coating on my flat roof while checking my A/C, and advised me to call the roofing contractor for repair (we did! I am unable to personally reach the roof), so he performed not only the tuneup on my A/C, but saved my interior from rain damage. He also came into the house to measure air flow from that unit. read more

In the past Vail Heating & Cooling used to be a good company. We have bought 5 units from them over the years. But they are now very customer unfriendly and unresponsive. We have now been without AC for 4 days. We have contacted them numerous times, as our units should still be under warranty. They have not even bothered to return any of our calls. We are senior citizens, and the temperature is well over 100 degrees daily. We think that their owner, Juan Castillo, should be made aware of this. We can't believe how much the company has deteriorated. read more

Vail Heating and Cooling is FANTASTIC. They go above and beyond every time we deal with them--at least 6 times in the past 5 years. Today they called and offered to come out a day before their scheduled appointment for my parents whose A/C had gone out. They showed up incredibly quickly for the house we rent out in town, and were patient and helpful dealing with the tenants (and let us know exactly what was going on with the system, too) A few years ago, a tech came BACK to finish a job at my house after the end of his work day. They worked with us through a home warranty company when we needed a new system last year, and their crew was, as always, absolutely outstanding. They've always been polite, professional and competent, but they consistently go beyond that to take care of us as customers. They're genuinely a pleasure to work with and I can't recommend them highly enough! read more

First I'll start this with I am a AC and plumbing contractor in the field for over 20 years, I called the home warranty program I have from purchasing this house recently and Vail was given the task of repairing the AC. The tech was very prompt and explained everything thoroughly. Left a clean work area and was also very mindful of my house. I would recommend this company in a heartbeat! read more

I recently moved into a new-to-me home. Shortly after moving in, I realized that while my AC was functional, it was not working properly. I would set my thermostat to a particular temperature before I left for work, and return home from work that evening to discover that the house was routinely at least 3 degrees higher than the set temperature. The AC would then run for hours trying to bring the temperature back down. I called my warranty company, American Home Shield (AHS), who assigned my case to Vail Heating and Cooling. The company and I agreed upon a time to come out; the technician was late, but not hugely, so that didn't bother me. After inspecting my system, the tech informed me that he couldn't find anything wrong, and had reset a circuit board to try to reset the system, and hoped that would help. ...it did not help. I called AHS back several days later, after determining that my issue still remained. They again assigned Vail. Vail sent a different tech, who informed me that the problem was a dirty air filter, preventing adequate air flow to my unit. This sounded like garbage to me, but I'm not an HVAC tech, so I did as he advised and put a new filter in. This, also, ended up not helping. I called AHS again, who again sent Vail. The technician couldn't find anything wrong, so he left with no resolution to my issue. The issue continued, so I called AHS again. They, again, sent Vail. This time, the tech said the issue was my thermostat, and that he'd replace it. I had hoped this would solve the issue. It did not. In fact, less than 24 hours after the installation of the new thermostat, my AC blew out completely. I called AHS, who AGAIN sent Vail. For those keeping track, that made this their FIFTH trip to my property with no resolution, and in fact, a worsening of my issue (given that my AC had completely quit running). The tech looked at my AC, and informed me that my capacitor had died. The tech replaced the capacitor. However, upon coming down from my roof, he informed me that the issue was actually my compressor, which according to him needed to be completely replaced. I asked what the turnaround time on that was (because this is southern AZ in the summer, where not having AC basically renders your house unlivable). He advised the turnaround to get approval from AHS was anywhere from one week to ONE MONTH, unless I wanted to pay Vail out of pocket for the part and labor, which would run me in the vicinity of $2500. I called AHS in a panic, because I could not live without my AC for a month, and having just bought a home, didn't have multiple thousands of dollars sitting around for a repair. AHS assigned a different company for a second opinion, who would arrive the next day. In the meanwhile, I called and spoke with the owner of Vail, Oscar. He was tremendously unhelpful. I spent that night at my mother's house, because my house was unlivable. The next morning, a tech from the second-opinion company arrived. After being on my roof for about an hour, he returned to the ground holding a box. He asked if Vail had replaced my capacitor. I responded in the affirmative and said that hey had also told me I needed a new compressor. He said, "I'm glad they left the capacitor box up there, because it gave me a clue what happened. I don't know if they sent a rookie or what, but the capacitor was wired incorrectly, which meant it wasn't pushing power to the compressor. Your compressor works fine, and you have air now." ...so not only did Vail leave their garbage on my roof, their error is the reason that they told me I needed a new compressor; a repair costing well over $2000. I also missed two full work days trying to deal with this emergency (not to mention the time I had to miss in order to be there for the other appointments). My AC still does not run as it should, but I'll take what I can get for now. The total incompetence of Vail boggles my mind. If you value your time, your property, or your sanity, do not let Vail onto your roof. While I understand that there are limitations as to what my warranty will cover, and my choice in what company is assigned, I will specify, should I ever need HVAC work again, that I REFUSE to allow the job to go to Vail. read more

American Home shield sent Vail heating and cooling out to my house. I was very skeptical after reading the reviews. But both of my technicians I believe one was named Luis was very professional got the job done, without any problems or additional cost! They were on time, very professional and I would highly recommend them! read more

No stars I have 2-10 home warranty and it was a mess. I called them several times and no answer. Finally called back and they told me my service request was sent to another vendor Then I was told they had it again but they did not have my number. Waited for their call and nothing. I have a special needs child and two puppies I cannot be in my house with this heat I been in a hotel room for three days cannot afford it. Let's see how this goes so far not impressed. Why be a vendor if your not going to provide adequate services. read more

Kept us informed about our appointment, showed up as agreed. The tech was professional, courteous and helpful. They have been servicing our heat pump for 3.5 years. Highly recommend. read more

Vail Heating and Cooling has been our "go to" company for our AC needs. J.C. is honest, helpful, and always returns calls. They are also helpful in dealing with American Home Shield warranties. Vail Heating and Cooling techs are very professional, well trained and knowledgeable. By far, the best HVAC company in Tucson....and we've come across quite a few. read more

I left a bad review of this business, but found that the problem was a miscommunication! Juan, the owner, called us while visiting his family in Mexico! He was concerned that we were not happy with the service from his company. After a lengthy discussion we agreed to have a serviceman come explain a different system. He definitely knew what he was talking about and we decided to have a mini split system installed as our old furnace was not reparable. That system was installed today and we are delighted with it! Cost was considerably less than competitors charge, service people were on time, fast, efficient and knowledgeable. Would we recommend Vail Heating and Cooling??? Absolutely!!! read more

It took 4 visits to get the condenser motor replaced, even though I had many videos with audio of the horrible noise it was making (bearings going out) intermittently. We have AHS home warranty which complicates things. But the motor is replaced now, which would normally be great... but it makes a tremendous amount of vibration noise. We only had to use a portable AC unit for 2 weeks. read more

They left me a voicemail detailing an appointment date and time window. I responded and left my own voicemail acknowledging the appointment time and confirming it. They didn't show up. I took a day of my personal time off from work to sit in an overheating apartment only for them to no-show. I called back and tried to reason with their associate about what had transpired. Initially, he asserted that they didn't receive my voicemail confirming the appointment, but after looking into it he confirmed that they in fact DID receive my message but just hadn't noticed it until our conversation and he apologized to me. So I encouraged him: Okay, mistakes were made, it happens, no big deal... now we both agree that the error wasn't on my end, so you guys just have to do the right thing and come on over. Easy. After consulting with his supervisor multiple times, the only solution that reared its ugly little head was to schedule ANOTHER appointment, two days out. Another day that I would have to take off from work and potentially have nobody show up (after all, you've already been a no-show one out of one times; what is there to convince me you won't do it again?). I generally avoid service providers who pass blame and punish the customer for the service provider's own error. If you screwed up, you need to man up and make your customer whole. That's how all of this works. That's how you get respect. That's how you get a positive yelp review. p.s. The customer service associate I spoke to is named Kevin and he was very polite and as helpful as he could be. I know he isn't making the executive decisions there. You're good, Kevin, I know you did the best you could ;) ;) ;) read more

They responded to our VM very quickly. We called on a Friday after hours and they promptly called back Monday AM. Our AC had stopped cooling. Within 48 hours the technician showed up in a mask, asked a few questions, inspected our AC unit and promptly replaced defective parts. He checked to make sure all was well then left. Very professional and quick!! Everything has been working fine ever since. We highly recommend this company. read more

Juan C. has come to our house twice over a couple of years and was quick and professional and seemed to diagnose the problem with accuracy and solved our problems efficiently. I would highly recommend him and will continue to rely on him for our AC needs. read more

Sent through American Home Shield, Vail Heating and Cooling arrived on time and ready to work on our pre-season heating inspection. Juan, the owner, was informative and personable. He explained the inspection process in understandable terms as he was attending to our unit. He was professional and completed the job thoroughly. We will use them again for our unit's A/C inspection when the time comes. Highly recommend. read more