An independent look at Gonzalez Heating & Cooling's Google reputation in El Paso, TX.
"We purchased two new refrigerated air units for our house in 2021. The conversations we had regarding the quote were for the brand Trane, but they installed two Champion units instead. Be very careful with this company."
Thank you for bringing this to our attention, and I want to sincerely apologize for the confusion and disappointment surrounding your installation. You came to us with a clear expectation — Trane units — and that expectation should have been honored or, at the very minimum, clearly communicated before installation day. That did not happen, and I understand how unsettling that is, especially for something as significant as your home's comfort system. I'd like the opportunity to speak with you directly and make this right. Please reach out to us at your convenience — your experience deserves a real conversation, not just a reply.
"DON'T DO BUSINESS WITH THIS MAN. He is a unprofessional and wreckless driver and if you call the company number it's just him there to cuss you out. Could have been a customer calling for service."
I'm genuinely sorry to hear about your experience, and I want to be transparent — the behavior you've described does not reflect the standard I hold myself and this business to. Whether you were a customer or not, every person who reaches out to this number deserves to be treated with courtesy and respect. I take this feedback seriously. If you're open to it, I'd welcome a direct conversation to better understand what happened and to demonstrate that this is not who we are at our best. Thank you for holding us accountable.
"We purchases a unit in 2019 no problems, October 2020 called for maintenance and unit not working. They said they were backed up for a month and to call someone else. We got someone the same day and it turn out Gonzalez never turned in the 10 year warranty for the unit. So that's why they didn't want to service us."
I owe you a sincere and direct apology. You trusted us with your home in 2019, and when you needed us most, we let you down in two significant ways — we didn't prioritize an existing customer in need, and the warranty we should have filed on your behalf was never submitted. That is a serious oversight, and I understand if it has cost you both money and confidence in this company. I would like to personally look into your warranty situation and explore every available option to make this right. Please reach out to us — you deserve far better than what you received, and I want the chance to start correcting that.
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