An independent look at Compass Air Services's Google reputation in Fort Worth, TX.
"Just wanted to review Compass Air and wanted to let anyone who reads this to know that my new A/C and Heating System Installation went flawless yesterday. Mike and his installation team were prompt, professional, courteous and paid attention to detail. Based on my experience with Compass Air I would recommend them to do your installation. When they finished with their work you could not even tell that they had been at my house. Mike thank you and please tell your installation team thank you for me. Good Job."
Thank you so much for taking the time to share this — it genuinely means the world to us. Mike and the installation team take tremendous pride in treating every home with care and respect, and hearing that it showed means we're doing something right. We'll make sure your kind words reach the entire crew. Customers like you remind us exactly why we do what we do. We're here whenever you need us — welcome to the Compass Air family.
"Be sure when you get a new A/C and furnace from Compass to register it yourself, especially if Champion/York equipment. The receipt Compass gives us 5/19/2020 says 10 year parts and 2 year labor warrantee. But you have no warranties unless it is registered. They don't tell you that they do not register the work that they do. The receipt implies that the warrantee is in effect. Champion gives 90 days for the equipment to be registered. We do not get our Service from Compass."
We're truly sorry for the confusion and frustration this caused — you deserved full clarity on your warranty coverage from day one, and we let you down there. You are absolutely right that manufacturer registration is a critical step, and the way this was communicated — or not communicated — on your paperwork fell short of the standard we hold ourselves to. We've taken this feedback seriously and have been working to improve how we document and communicate warranty responsibilities at project completion. We regret that this experience led you away from us, and we understand why. If there is anything we can do to help clarify your current coverage or assist in any way, please reach out to us directly. Your protection as a customer matters to us deeply.
"Although the initial installation of Trane XR basic HVAC system by Compass Air went ok, my experience quickly soured. After just 4 months, the air conditioner stopped working, and despite reaching out to Compass Air for assistance, I received no response. I had to call a local HVAC technician to resolve the issue. Then, after 7 months, it broke again. This time, in winter, the furnace does not start. New system has failed 2 times in less than a year. It is still not working. At this point, I no longer trust Compass Air to provide reliable service let alone respond to service calls. The person who picks up calls is extremely disrespectful and rude. I wasted my $10,200 for the defective Trane XR HVAC unit."
We want to begin by sincerely apologizing — what you've described is not the experience anyone should have after investing $10,200 in a new system, and we take full responsibility for the ways we failed to show up for you. Two system failures in under a year, compounded by unanswered calls and a phone interaction that left you feeling disrespected — that is unacceptable, full stop. You reached out for help and were met with silence or hostility when you needed a partner. We are deeply sorry. We would genuinely like the opportunity to make this right. Please contact us directly so we can personally review the details of your installation, connect with Trane on your behalf regarding the equipment, and ensure you are not left navigating this alone. What happened here does not reflect the standard we aspire to, and your experience will directly inform how we improve our post-installation support and the way every customer call is handled going forward. You deserved better from us.
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