Main Services: HVAC Repair and Install
Description:
Our complete line of air conditioners are priced to help add comfort to your budget. And that's only the beginning. We want you to smile every time you open your utility bill, so we design energy efficient technology into our systems. With lifetime compressor limited warranties and 10 year parts limited warranties, we will make sure your new system will run perfectly for years to come.
Our complete line of air conditioners are priced to help add comfort to your budget. And that's only the beginning. We want you to smile every time you open your utility bill, so we design energy efficient technology into our systems. With lifetime compressor limited warranties and 10 year parts limited warranties, we will make sure your new system will run perfectly for years to come.
19 Reviews
Review MeHouston TX
Overall
Work Description: AC repair
Comments: I have a home warranty plan through Cinch. This company was assigned my service request yesterday. I saw last night there was a confirmed appt for 8/10/24 but no time frame was set, so I called to get a time frame. I spoke to LYDIA. Lydia was rude and very smart at the mouth from the very beginning of the call. I asked about the time frame for 8/1/24 then she basically asked me where the hell I got the date from. Then she said we didn't send you that after I said the information was provided from my warranty company. Then she told me I didn't have appt set for Saturday and that she won't know availability until after 430p. So I asked why I didn't have appt then she gets even ruder and smart at the mouth. So now I'm calling her out for the unnecessary ass attitude as she proceeds to say it's bc I called about a time frame. Well, that's what I'm supposed to do, especially since I need to be there to receive service. She continues. I ask for supervisor and now she's saying she is the supervisor so I asked for her supervisor. First out was she doesn't have one, then they aren't available. Then I can call the number back and she hung up on me. I called back and got Lisa. Lisa, Lisa, Lisa...... she's wasn't as rude but originally refused to provide Lydia's supervisor info. Now, after a Google search, I figure Lisa isn't Lisa, but lying ass Lisa! Lisa gave me the company email address to file a complaint on Lydia but have me the wrong name. I looked it up on the BBB website. Jeff Mosley isn't over customer service. This company had the BBB accreditation revoked last month. It has poor ratings and horrible customer service. The person that answers the phone is just as much as a reflection of your company as the person that comes out to physically provide service. I'm sure this review will be met with an even ruder and accusatory tone. I ended up having my request reassigned elsewhere.Adkins TX
Overall
Work Description: AC Repair
Comments: Worst company ever experienced. Called last week and have to go through a ‘service’ so they can ‘schedule’ an appointment to come out. They won’t give you an appointment when you call. You have to wait 24 hours for them to call you back. Technician came out - allegedly fixed the AC - it quit working 3 hours after he left. Had to go through the SAME routine again and get rescheduled. We work 40 minutes from our home and they were apprised of this when they rescheduled and ‘offered to give us a 15 minute heads up’ 15 minutes? What company does that? At any rate, they agreed to give us a call at least 40 minutes before they came. They called and said technician would be at the house in a few minutes. We told them they previously agreed to give 40 minutes. I left my office and probably broke a few traffic laws and arrive 32 minutes after they called - and the technician had ALREADY LEFT! Our home warranty company called them and verified they had agreed to the 40 minute notice. I called them (and was on hold for 47 minutes even though the recording that kept updating said 7 minutes wait time) and was told there were no supervisors available and ‘someone would call us’ to reschedule - definitely NOT a call today - MAYBE tomorrow and MAYBE service tomorrow but they have to look at their schedule. What??!! ‘Bre’ the customer service rep kept reading the same script over again and saying the same tired scripted language despite me asking him to stop.So - if you want your AC not fixed and if you want to waste a LOT of time for nothing - this is the company to choose. For the rest of you, stay far, far away.
Houston TX
Overall
Work Description: None completed
Comments: This is a terrible business. Find any other solution than working with them! Terrible experience. I would rather clean all the toilets in grand central station with my tongue than use them again.Addison TX
Overall
Work Description: Hvac
Comments: We were assigned EMS Home Services through First American Home Warranty. Be warned!!! If you are assigned this contractor, demand to be switched immediately! Do NOT let them step foot in your house. They are incompetent and do not know how to properly diagnose an a/c problem! They came to our house July 13 and said the fan motor needed to be replaced. The following week on July 18 they replaced the fan motor and it did not fix the problem. Friday July 21 they came back out again and the technician couldn't figure it out and guessed that the piston on our new evaporator coil was undersized. We just had it installed April 2023 and the package comes with all of the parts for replacement. By the time he left our house, our upstairs stopped working completely. By 4pm, it was 84 degrees, worse than it ever has been on the coolest day of the week!In addition, EMS has no urgency when it comes to repairing your air conditioner! Technician visited Friday July 21, didn't submit the report until Sat afternoon. Then we get a text from EMS saying the report was with a "specialist" for review and could take up to 2 business days to review. On Monday afternoon (July 24) I called EMS to inquire about the report that was with the specialist and they told me "we are backed up and it may not be until Tuesday end of day or Wednesday before receiving an update". Tuesday end of day went by with no text (end of business #2 per their text). Totally unacceptable!
Keep in mind, all of this is happening in Texas summer with 100+ degrees every day! We are burning upstairs with temperatures getting to 90 & 97 in our bedroom! Terrible, horrible, rude schedulers that do not care about the end customer! They do not allow escalation either so don't even try. The scheduler was always vague and unhelpful leaving me extremely frustrated every time I'd call.
Wednesday morning (July 26) I called First American to switch the contractor for a second opinion. We had them switch to RocTex which we HIGHLY recommend! They called me within 1 hour to schedule an appointment for next day. Found that our compressor valve was going bad and the condenser needed to be replaced.
Stay away from EMS. They will do nothing but prolong the time you are without ac.
Grand Prairie TX
Overall
Work Description: A/C
Comments: DON'T USE THEM! Our home warranty company (First American) assigned them to fix our A/C. After 3 attempts over a week's time, we're still sitting in a hot home. #1 - Clogged line they blew out. #2 - Clogged line and redid the drain switch. #3 - Found an 'ice block' and then showed us the air coming out was 52 degrees after refilling the freon.) A big problem with EMS Home Services is that they do NOT submit their work orders back to First American in a timely matter, so our hands are tied for getting our A/C fixed over the weekend by another company. (First American gives a company three chances before finding a new company, but needs completed work orders before doing so.) EMS has one phone number posted on the internet and no way of contacting them after hours. They show up in unmarked vehicles, no identifiable clothing, no business cards . . . totally unprofessional. And why is a company based out of Austin servicing the Dallas-Fort Worth area? I've seen so many BAD reviews for EMS, I wish I had control over using them. I do have control over sharing my experience by posting here, however!Fort Worth TX
Overall
Work Description: AC - runs 24/7 but doesn’t get house cool enough
Comments: Horrible Horrible Company….you’ll regret it if you call them. They don’t show up for the appt, they don’t call so you’re not sitting & waiting, they will blame it on you not answering the door even though you we’re sitting close to front door & windows the whole time. Worst company ever!Denton TX
Overall
Work Description: AC not flowing through to master bedroom
Comments: Worst company I have ever dealt with! Don't show up and don't answer phone calls,,,,waste of time!!!!!! Stay away from this unprofessional company at all costs!San Antonio TX
Overall
Work Description: Thermostat on A/C unit
Comments: My thermostat was not working so I called Choice Home Warranty and they provided EMS Home Services as the contractor. Initial visit, EMS identified the problem which was a burnt wire. After several scheduled appointments, each appointments were cancelled. On each appointment, I was told the technician would arrive between 3PM-8PM, I waited and not technician, no phone call for explanation. This happened 3 times before I called EMS Home Services but I was placed on hold for over 45 minutes. I reached out to Choice Home Warranty to explain my frustration. EMS reached out to me, stating they have been trying to get a hold of me and wanted to schedule a service appointment. After all the hit and misses, the technician finally came to my place of residence to resolve my thermostat issues. The technician replaced the burnt wire and gave me a circuit breaker which was also burnt. The technician informed me to go to either Lowes or Home Depot to purchase a circuit beaker. He told me the part is inexpensive and easy to install (Seriously?) So the technician left leaving the wires (240v) exposed and most importantly, the thermostat and A/C unit is not working. By the way, I had to pay a $45 service call fee. (Absolutely!) EMS Home Services sent me a text stating the work has been competed and if I had any issues within 30 days, notify them. Please avoid if all possible!Frisco TX
Overall
Work Description: Heating System Repair
Comments: I was forced to use this company to repair my heater through my home warranty company and I regret ever agreeing to use them. They told me the blower motor was defective and they replaced it. This didn't fix the problem and after the "repair", my thermostat wouldn't power on even though it was perfectly fine before they started their work. I didn't receive an apology or explanation for this from the technician, Brandon, nor from the manager, Kenny. In fact, the technician left my house without telling me anything (he didn't even tell me he was leaving) and I had to call multiple times to get any kind response from them. Of course, they continue to deny having anything to do with breaking my thermostat and refuse to help unless I pay them almost $1000 to replace the thermostat. They couldn't even send me an itemized receipt listing the blower motor that was replaced. I've been without a heater for 3 weeks now and I've decided to use a more reputable company that is reasonable and communicates rationally with me. I will forever avoid this company and recommend that you do the same.Please check their BBB reviews before you use this company, and they are all about the negative reviews for their poor services!
Austin TX
Overall
Work Description: New Air Conditioner
Comments: Helped me where my home warranty failed me. They installed a new unit after my warranty company only wanted to put a bandaid on the problem. Everyone has been extremely professional and did a great job. The technicians were clean and courteous and now our electric bill is lower than ever.Granbury TX
Overall
Work Description: A/C unit
Comments: This is the contractor my home warranty assigned to fix my air conditioner. It took them 2 weeks to send anyone out to evaluate. Then they called me and said I had to pay $1615.00 fees not covered by warranty in advance. I verified with warranty company that this was true. They have been out here 6 times, each time about a week in between. They cannot seem to get it fixed and have not admitted that it needs to be replaced. Long story short, I have been without air since May 30th. It is now July 16th. Technicians are all extremely nice but company is badly managed. This has been horrible experience.Austin TX
Overall
Work Description: Blower fan
Comments: They came out in June when my fan froze. The technician replaced a bracket the next week and it held up until May when it fell apart again. My home warranty sent another contractor who said it was improperly installed..... However this contractor was out twice and still didn't fix the problem. Fast forward to June 18th when first Americans sent EMS out here again. Once again he reassembles the damaged fan and it lasted two days. Currently waiting to hear from EMS as to when they can replace this godforsaken thing. I'll give them another hour or so before I call the home warranty and demand a payoutAustin TX
Overall
Work Description: Repair AC
Comments: My home warranty hired this company. The technician took a look and then told me my claim will definitely be denied by home warranty. The interesting part is he then asked me to pay him $1200 to do some pre-work. I refused. And then he asked me to pay $500 to him to replace two thermostats. I asked how are they different from the $50 thermostats in Homedepot. He chose not to answer.Nothing is repaired yet and it makes me hard to trust this business.
Arlington TX
Overall
Work Description: AC through home warranty
Comments: Absolutely terrible customer service. Wasted 2 weeks chasing after them to achieve absolutely nothing. Avoid this company at all cost!!!!Converse TX
Overall
Work Description: AC
Comments: DO NOT USE THIS COMPANY!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!EMS is a unprofessional company and I would highly recommend to steer clear of this company. Management is disrespectful and extremely unprofessional. This company came to my home via Choice Warranty and blew out my compressor. I had another company come out and they determined the wires EMS were replacing were miswired causing my compressor to blow out. There are photos of the unit before their arrival and after, and camera footage. This company hires inexperienced individuals who come to peoples home and cause damage. They should get their contract with all home warranties revoked. I wish I would have read reviews before I ever allowed these individuals into my home. Please do you research. STEER CLEAR... DO NOT USE THIS COMPANY!!!!!!!!!!!!!!
Spicewood TX
Overall
Work Description: Non-Functioning AC Unit
Comments: I reported to EMS on 1/30 that my AC unit was down. Today is 4/8 and it is still down. That is over 9 weeks! During the process I have paid them almost $1000 and spent hours on hold trying to reach them. The technicians seem to be good hard working guys but the way this business is run is simply awful. They never answer their phone and almost never return a call. They have no regard whatsoever for customer service because the "customer" is actually the warranty company. My feedback is simply this, if you can pay someone double or triple what this company would cost you then you should do it!San Antonio TX
Overall
Work Description: Furnace pressure switch
Comments: paid for two $65 call fees for them to come back out and fix the original issue they never fixed the first time they came out. I'm pretty angry at having to pay for them to come back out after not originally fixing it the first time. Go with someone else.Wylie TX
Overall
Punctuality
Work Description: Assess & Repair Non-Functioning A/C Unit
Comments: After our upstairs air conditioning unit failed, we submitted a request through our home warranty company for a repairman to come out. On Tuesday night, an EMS Home Services technician came to our home to diagnose the problem. Within an hour of him leaving we realized our downstairs air conditioning unit was no longer working at all. It is now 9:30pm on Saturday and we have no resolution, including zero initiated communication from EMS to us or our home warranty aside from one text message scheduling us for a technician and one phone call informing us the technician would not be able to make it. They do not return my messages and are frequently unreachable. They have not communicated anything to our warranty company or to us. Four full days have passed with two broken units and we have no resolution or even a sure timeframe of when they plan to send a technician to us. Our detailed story:Tuesday, June 2nd: EMS Home Services is supposedly a 24/7 company according to their website. I was unable to reach them after their technician left our home and our second unit ceased working upon his exit. We left multiple messages, I sent them a service request through their website, and I sent a message to them on their Facebook account.
Wednesday, June 3rd: I started the day getting my warranty company involved and had them request an EMS technician return to our home. I called EMS and our warranty company every two hours to check on the status of this. Every two hours I had to call multiple times and either leave a message or have Chris (apparently the only phone-answering employee there) tell me they still were unaware of my request, still investigating said request, or still waiting on a supervisor. At 5:45pm I received a call back from the escalation supervisor who told me that they could schedule a technician to come back out, but it would mean putting a hold on the entire process for our upstairs unit – which apparently required ordering a coil that will take 2-3 weeks to receive. He told me my other option was to have the warranty company file a completely separate second service request for the downstairs unit. I made that online request before I was off the phone with him. After the call, I called my warranty company to ensure the assigned company would be EMS Home Services.
Thursday, June 4th: I continued to call EMS throughout the day to check on the status of our request. It was not until 3:30pm that they sent me a text stating they would contact me to schedule our service within “8-12 business hours”. At 5:30pm I was able to schedule our technician for Friday, June 5th, between 3pm and 8pm.
Friday, June 5th: At 6:30pm an EMS employee called to inform me our technician was running behind and would be unable to get to us that day. I asked when the rescheduled time would be. I was told they could not reschedule then as they needed their boss’ employee to add us onto Saturday’s schedule.
Saturday, June 6th: After calling into EMS at 10:30am (because they of course could not be bothered to reach out to me with an update), I was informed that they would try to get us a tech sometime that day. If one of their technicians managed to finish up in our area early, they would attempt to re-route him to our house. I called back later for an update and to ask about the part we needed ordered for our upstairs unit. I was informed that someone at EMS had a scheduled meeting with our warranty company to “discuss” ordering the part. At this point, I called our warranty company to ask what was happening on their end.
According to our warranty company, as of Saturday, June 6th, EMS Home Services had yet to send ANY communication to them. This includes: Proof they were at our house Tuesday night, proof that we paid the service fee Tuesday night, a diagnosis of the assessment from Tuesday night, any request to order a part, any scheduled meeting to discuss ordering a part.
To sum it all up, Tuesday night we had a technician assess one unit and the second broke after he left. Saturday night we still have not seen anyone from EMS Home Services concerning our second unit, they have not done a single thing concerning repair of our first unit, and they have been mostly unreachable, without answers, and have severely lacked in reaching out to me with any communication. We have NO working air conditioning units in Texas in June with THREE little children in our house and thanks to COVID and the high-risk members in our household, we cannot go stay with friends or family – nor would that really be an acceptable alternative to a company just doing their job. We don’t even know yet what is wrong with our downstairs unit or if it is even fixable or how long it will take to fix because no one will send us a technician.
Marble Falls TX
Overall
Work Description: Home Warranty Service
Comments: EMS Home Services agreed to service my AC unit under my home warranty. They said they were very busy and would send a technician tomorrow, they did that five days in a row knowing full well that I had a heart condition and heat was bad for me. On the morning of the 6th day they informed me that they would not send out a tech and for me to call the home warranty company and request another service company to do the repairs...