Terrible customer service.

My heat pump went bad. I call two repair people from the local phone directory. The first guy never showed up after taking half a day vacation to be home. The second business showed up but had no idea why my heat pump would not work. After almost giving up I call Kingsport Heating and Air. They came over and within 10 minutes had my heat pump up and running. The only company I will call when I need service is Kingsport Heating and Air.

This company sent a repairman to fix my HVAC and the guy did a great job. Very courteous and prompt. The problem was that I was billed 3.5 hrs of labor for 2 hrs of work. When I called the main office they explained that they start billing from time of dispatch so I basically paid for his drive time. I told them that that was never explained to me when I first called in even after I told them that I lived in Johnson City. They refused to do anything about it. I've never heard of any company charging drive time as labor charge. I even had to pay a fuel surcharge. This is bad business practice in my opinion.

One night my husband noticed our compressor on heat pump was not working properly. My husband has been an electirican for almost 20 years, so he knows how heat pumps work. He called a close friend that worked for another heating 7 cooling company for about 5 years & they wnet out to check the unit. They thougt that the problem was the expansion valve. My husband called Kpt. HVAC the next morning & 2 technicians were at my home by 1:00 p.m. Within 30 minutes they had diagnosed the problem & it was the expansion valve. Our unit is approx. 15 years old so they did not have the part in stock which is understandable. But the tech didn't miss out on the opportunity to try to sell me a new unit. I am a buisness owner myself in the sales industry & we call this upselling. I told him we were not financially able to get a new unit right now & I need an ACCURATE estimate for repairing the old one. He called & got the price for the part whcih was $160.00 then gave me a "generous" estimate of $400