Reviews

“I was a customer of this company for 7 years and paid for their Silver Blue Ribbon maintenance plan, so this review is not based on a one-time interaction. Unfortunately, my most recent experience was so bad that I canceled my membership entirely.

I called because my AC stopped blowing cold air and my house had reached 87 degrees during a heat wave. The technician, Dustin, and his assistant were unfriendly from the moment they arrived. They walked through my home without permission, were dismissive when I asked questions, and I often had to ask multiple times before receiving a clear answer. At one point, a racist remark was made during the visit, which was completely unacceptable and unprofessional.

What upset me most was the fear-based sales approach. I was told that my furnace/air handler had a serious issue that could cause major damage and that I needed thousands of dollars in repairs and replacement parts. The estimate I received was around $2,000.

Because I was so concerned, I had the original installing company come out for a second opinion. They confirmed that the filter had been installed incorrectly, but they did not agree that the situation was an emergency requiring extensive replacement parts. They corrected the issue, flushed the system, and completed the work without the expensive repairs I had been told were necessary.

I was also surprised to learn that a part I had paid for through Western was actually covered under warranty. The second company questioned why I had been charged for it at all.

The most frustrating part is that Western had been servicing this system under a paid maintenance plan for years. When I asked how a major issue could have been missed during multiple inspections, I was told they do not necessarily inspect everything during each visit. That left me wondering what exactly I had been paying for all these years.

When I later canceled my maintenance plan, I was informed that discounts would be removed from my estimate if I canceled, and I was told certain cancellation fees were being "waived." After seven years of paying for service, that response felt incredibly tone-deaf given the circumstances.

Everyone makes mistakes. What matters is how a company handles them. Instead of accountability, I experienced poor communication, scare tactics, questionable recommendations, and a complete lack of concern for a long-term customer. I cannot recommend this company based on my experience.”

“Demetrios was very thorough, informative & professional. Very impressed by level of service!”