Hale's AC Service

I'm going to try and make this short: we purchased our new home in May 2021, the previous owners had the downstairs AC unit installed by Hales on August 28th 2019. They had purchased a parts and labor warranty - with a transferable owner warranty on labor through Hales.

Fast forward: august 19 2021 our AC unit broke - we called Hales since they installed the unit. The receptionist failed to mention anything regarding a labor warranty (transferable) on our account. We had them come out Friday august 20 2021 - they charged us 160 bucks for the service fee (2nd time we contacted them and they failed to tell us about the transferable labor warranty).

I even spoke with Scott the technician manager - he even acted surprised about the labor warranty that was transferable. I said how come I have spoken to you and the office associates at Hales and no one told me that you guys sold the previous owners this warranty?!

August 24 2021 - They came by today to fix the reverse valve and wanted to hit us with an 1,100 labor fee! Hales told us that it won't be good for 2 days per Hales policy!! Even though Hales should've told us about the warranty on our account august 19 and failed to do so that day and every day past!!!

The unit it still broken by the way, going on 6 days with no ac!! See photo below, temperature keeps rising and humidity is increasing!!!

Call Hales if you wish, but you've been warned!!!

Update: we have been trying to call the office and Scott the technician manager for 4 hours. No response no one calling us back. Our AC unit we have to now shut OFF again. You guys failed to even fix it. We have 3 children in the home by the way, plus you guys are trying to hit us with an 1,100 labor fee from earlier today even though we have a labor warranty!

August 24 Scott- the service technician called me back at 5:26 pm saying he is no longer going to come out and fix the project that they started (and screwed up on) because he saw this review. He said you can find another company to come out and fix what we started - even though our labor and part warranty is through Hales!! Sitting here tonight for the 5th night with a broken AC unit going on 6 days tomorrow. It’s criminal to do this to a family with small children.

Called Lennox and they contacted Hales saying “you will go out and fix their ac unit and you must contact them and finish what you started”. Let’s see what happens. Terrible business and Scott failed on every level of service to try and make all this mistakes and do some right. This isn’t a learning opportunity anymore big changes must happen with this company.

Update august 25th still no air. Comfort shield who carries our warranty reached out to HALES saying they WILL fix our unit - well we spoke to Greg president of the company and without question he said we will not be helping you guys good luck. He even tried saying we went out of our way to try and help you? Really Greg? By sending a rookie technician who did work on our ac that didn’t need to be touched? And having a tech manager say he wasn’t coming out because of a truthful review?

He said he doesn’t care about a bad review. Probably because they threaten everyone not to fix the crappy work they started over bad review.Greg even told us that Comfort Shield has been TERRIBLE to get ahold of we said that’s strange cut it Greg because we have had zero issues with Comfort Shield, in fact their awesome and even answer right away. The president is now putting down his company’s own warranty! Maybe you should’nt be in business then. If your putting down and blaming the warranty you sell.

Guys, stay away bad business on everybody except the one tech who came out yesterday, Jeff. The only decent person at this company.

Call Hales if you wish, you have be warned!

They had my google review taken down but the people should know my experience.