An independent look at Town East Heating & Air Conditioning's Google reputation in Dallas, TX.
"I called the office to schedule someone to come out. They scheduled me 6 days out. We're in in summer in Texas. I called another company and found someone who could come out the next day. I called to cancel the appointment 1.5 hrs later. I receive a call the next day saying they sent someone out sooner. I notified the tech that I had cancelled the appointment. A few minutes later, I received a nasty call from the office saying I never cancelled my appointment and they would never service me again. Her tone was not appreciated."
We are genuinely sorry for the way this situation unfolded, and even more so for the tone of the call you received from our office. That kind of interaction does not reflect the standard of care we hold ourselves to, and we understand completely why it left a poor impression. In the height of a Texas summer, you needed a fast solution — and when you found one, you did exactly the right thing by calling us. It is clear there was a breakdown in how your cancellation was recorded on our end, and that falls on us. We are addressing our internal communication process to make sure something like this does not happen again. We would welcome the chance to speak with you directly if you are ever open to it — not to revisit the disagreement, but simply to apologize in person.
"I called the day before to have someone come check my system, and they came out the next day. It turned out the Freon was only low by a pound, but I went ahead with the refill to prevent any issues over the summer. When I received the bill, I was surprised to see a $155 service charge along with other unexpected fees. I was never told there would be a charge just for coming out, which was frustrating. Lesson learned: always ask ahead of time what is the fee just to check the system. Forgot to mention most places show you a picture of what the freon was before and then after, they did not do so. Ask for a photo, I was so mad at the additional fee I forgot to ask for the photo."
Thank you for taking the time to share this, and for being candid about what caught you off guard. You deserved to know about the service call fee before our technician ever pulled into your driveway — full stop. That conversation should happen during the initial booking, and we are taking your feedback seriously as we review how our team walks customers through what to expect. Your point about the refrigerant photos is equally well taken. Showing before-and-after readings is a simple but meaningful way to give our customers confidence in the work performed, and we are reinforcing that step with our technicians immediately. We appreciate you giving us something actionable to improve on, and we are sorry your first impression of our pricing was not a good one.
"BEWARE!!!! I have used Town East for many years for my home and businesses, and I am so disappointed in them. They came out to service my business, sent a tech that had no idea what he was doing, and then charged me over $500 for the service call and said that it would require two men a full day to clean and repair a 3 year old air conditioner for an additional $1700. Then, they jacked me around for over 3 weeks, finally telling me they did not want to do the job. I called another company and they had the unit cleaned and running perfectly for $350 the next day. This company is no longer reputable and i wonder how much of the thousands of dollars worth of work they have done for me has been unnecessary!"
This one is difficult to read, and it should be — you have been a loyal part of our customer family for years, and we let you down in a way that was costly, confusing, and deeply unfair. A three-week delay followed by a refusal to complete the job, paired with a $500 diagnostic charge that a competitor resolved for $350 the very next day — we understand why your trust in us is gone, and we are not going to offer excuses. What we will say is this: your history with us matters, and the questions you are now asking about past work are ones you have every right to ask. We would like to have a direct conversation with you — not a scripted one — to understand what happened on our end and to explore whether there is any meaningful way to make this right. Please reach out to us at your convenience. You deserve at minimum a thorough explanation, and we owe you that.
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