R.S. Andrews Plumbing, Heating & A/C review: Unsatisfied with service

I am extremely disappointed with my experience with R.S. Andrews.

I scheduled a maintenance appointment one month in advance and received multiple text messages confirming my appointment window of 12:00 p.m. to 4:00 p.m. Throughout the day, I continued to receive updates indicating that my technician was still expected to arrive by 4:00 p.m.

At 3:03 p.m., I received a text message stating that the technician was delayed on a lengthy repair that would likely take the rest of the day. Instead of honoring my scheduled appointment, I was told to call and reschedule.

When I contacted the office, I was informed that the earliest available appointment was the following week because they were experiencing a high volume of air conditioning service calls.

This response was frustrating. I arranged my work schedule and took time off specifically because this appointment had been scheduled a month in advance. I understand that emergencies happen, but customers with existing appointments should not be pushed aside simply because new emergency calls come in. If the company was unable to keep my appointment, I expected a reasonable effort to accommodate me within the same week, not delay my service by another week.

I also spoke with a manager, hoping a solution could be found, but the conversation was unhelpful and no accommodation was offered. There was no acknowledgment of the inconvenience caused or any attempt to prioritize a customer whose appointment had already been on the schedule for weeks.

A routine maintenance appointment is still important. Many homeowners schedule tune-ups to prevent breakdowns or because they are already experiencing concerns with their HVAC system. Telling a customer that they must wait another week after the company cancels a long-standing appointment is poor customer service.

Based on my experience, I cannot recommend this company. If you value your time and expect a company to honor scheduled appointments or make a genuine effort to resolve scheduling issues when they arise, you may want to consider another HVAC provider.