Memphis >Heating & Air Conditioning > Conway Services
1220 Big Orange Rd, Cordova, TN | Directions 38018-657635.188492 -89.848933
Neighborhoods: Walnut Grove - Shelby Farms PD, Cordova/Appling, Far East - Cordova
Wonderful service on short notice for an emergency! – Josh K. was the service specialist for me today. He was so professional and explained every step through the installation of my new hot water heater. I have no complaints. I am so pleased that I would like for him to come back and do more plumbing work in my home. It makes me feel comfortable to trust someone to come into my home that is so professional and pleasant.. Also the young lady that took my call was very helpful.
Community First Leader – Purchased a new unit from John and company two summers ago. To date there customer service has been first rate. Rarely to you get to talk with and meet the company CEO during the purchase process.
It was getting to know John Conway during my purchase process that made me feel comfortable coming to him about a friend and family in need.
A friend of mines son was recently diagnosed with pancreatic cancer and the family was in a rough spot. Parents off work taking care of thier sick child. Bills piling up I would imagine. With a Memphis summer right around the corner I callled up John expecting to have to beg and plead for his companys help in getting this familys air back up and running. That is not at all what happened. John returned my call well after hours not knowing why I had paged him. I asked for his help with this familys air. John had seen the familys dire straight story on the news and in the local papers. Without so much as a hestiation John offered that his company of 86 employees would love to play a role in helping this local family out. Johan and company totally replaced their unti and insured that Trey would be comfortable in his home and that his parents would have one less worry in the days ahead.
This is a company I waould hope we would all support. One that is willing to support its community when in need. Kudos Conway Heating and Air to each one of your 86 employees.
Very Poor Customer Service!!! – --Signed up for their “Comfort Service” in Jul 2011, which included a summer service for the 2nd a/c unit. Nothing happened!
--In September, I called and was told someone would come out to perform the service. The guy came out a couple of days later, but it started raining. The tech said he could not perform the service since it was raining, and the service would be rescheduled. Again, nothing else happened!
--Winter Service of 2 units never was scheduled or performed. I called about it, and after discussing the problems, decided to cancel the "Comfort Service" since I had paid for 4 months and had yet received nothing from them.
--The only way they react is if you call them .. they have non-existant scheduling...you get nothing unless you call.
--Have called two more times, resulting in nothing from them. Always get "promises to call or take care of it".
--I have emailed them twice with the problems, nothing has resulted so far.
---RESULTS SO FAR: HAVE PAID $87.80 FOR NOTHING!
---BOTTOM LINE: BETTER COMPANIES OUT THERE...CONWAY IS NOT ONE OF THEM!
Avoid – I recently had these guys out for a yearly cleaning and service of my air-conditioning system. I have no complaints with the service that he did, but at the end when it came time to pay the serviceman started telling me about their yearly pay plan. I told him I wasn't interested, but he said he had to tell me about it. I had to get rude with him to get him to stop.
Another thing that concerns me is the way they quote prices where they don't break out parts and labor seems designed to cheat the customer by including the cost of a service call with each part.
Disappointed – Feedback following myexperience with Conway:
I suspected a leak in one of my A/C units--scheduled a service visit with Conway. I was impressed that the technician, Scott, arrived Friday morning when expected, was professional, and soon located the leak in the coil--which he could not repair. I asked if he could give me a ballpark estimate of the cost to replace it. He said it would likely be around $1500. He arranged for a "comfort specialist" to come out to give a quote. The specialist, Mark, arrived about 2 hours later (impressive).
His first quote was approximately $2300 for a coil. I told him I was expecting closer to $1500 and wouldn't agree to $2300 without first obtaining competitive quotes. He called a supervisor and the price quickly lowered to $1600. While he was on the phone, I heard him mention something about a "hard-start". I told him that I knew there was one on my unit because Scott mentioned it. When I asked Mark what the hard-start does, he couldn't explain it to me. He just said there must have been a problem with the unit if it required one. Then, he raised a concern over differences in the SEER ratings between my unit and current standards. So, he suggested I replace the whole unit for $5900.
I think he knew I was getting a bit irritated that the proposed solution kept changing. He then said he could check to see if the A/C components could be replaced without having to replace the heating parts (it is a heat pump). He said he would call me back sometime in the afternoon. That was Friday, this is Wednesday, still no call.
- I paid $89 (+tax) to be told that I have a leak, which I already knew.
- Mark first attempted to overcharge me at least $700 for a new coil ($2300 vs $1600).
- Apparently, Mark didn't know that a new coil might not be the solution because of different SEER rating requirements until he called the supervisor. The conversation then turned to replacing the whole unit--inside and out. This didn't give me a great deal of confidence that Mark knew what he was talking about.
- The presence of a hard-start was supposed to be further convince me that I needed a whole new system, yet Mark couldn't explain its purpose. Again, not impressed with Mark's knowledge.
- Didn't receive the follow-up call from Mark as promised.
- Both reps seemed more interested in up-selling (air cleaners, service plans, new systems, etc.) than solving my immediate issue.
- I tried twice to send these comments to the "customer service" email address shown on Conway's site. Both times bounced back as undeliverable. I probably wouldn't have posted here if the email address had worked.
Had I known the visit by the "comfort specialist" was really a sales call, I would have simply asked Scott to add a pound or two of refrigerant to get me through the summer. I was willing to consider $1500 for a repair but when it became almost $6000, it was clear to me that the better approach is to add refrigerant until the unit develops more serious issues.
At this point, I'm out $90 and I still need to call another company who will charge me another service fee to add freon.
I'm giving 2 stars because Scott, the technician, was nice, professional, and obviously capable. Otherwise, it would have been 1.
I called American Refrigeration who came out said that since my leak was so small, they recommended just a freon charge at this point. The total bill was <$160 including the service charge.
I asked about a replacement coil. They quoted me $1300 for a new one, installed, with a 10-yr warranty. But, again, suggested that I might not want to make that much of an investment in a 9yr-old system. The technician said as long as the leak is small, why not spend <$200 a year to keep it going until a bigger problem arises requiring a system replacement?
Made sense to me. Also gave me confidence in American Refrigeration since they clearly weren't trying to drain my bank account.
Avoid this company – Recently contacted this company regarding some repairs at my house and found them to be completely unprofessional and unethical. I would not suggest this company to anyone including my worst enemy. It became clear to me through interacting with them that they are simply interested in making money and do not have the best interest of the customer at heart. Please avoid this company and choose a trust worthy, reputable company.
great companywith the best customer service – I used them when I built my house. they delivered good service in every step. very friendly staff. A+++
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