CPS Heating & Cooling

I had a heating emergency just days after the new year CPS came immediately and my technician Samuel stayed late, solving my problem It was an incredible experience and if you ever need help with any of your HVAC needs, I highly recommend calling CPS!! Thank you, Phil. Thank you Samuel. Thank you to your whole staff. You truly are all amazing.

CPS has serviced out air conditioner for about 15 years and this past year installed a new air conditioner for our home. They did a very professional job from the sales meeting right through to installation.

I have been a customer of CPS for several years now, but won't be anymore because over the past few experiences, the quality of their work and service has been terrible, especially given their prices. 1. Their appointment system isn't reliable anymore Recently, I booked an appointment online, which was confirmed by email. The day before, they called and said that their system had issues, and that they had only just seen my appointment request. Because of this, we had to reschedule for the following week. They gave us a window of 11am-1pm. The morning of, they called at 8:30am and asked if they could come by since they had some spare time, to which we said no. 1pm came and went without anyone, so we called them, and they tried to tell us that the appointment window was 12-2pm. No apology, no status update, nothing. At 2:10pm, the tech finally showed up, by which time it was too late to do any work even if we had agreed to their unreasonable prices. 2. Their pricing is arbitrary and unfair In general, their pricing scheme seems to be (1) whatever the maximum they can get for a job, and (2) whatever they think you're willing to pay. The past couple quotes I've gotten were based on the job taking up to two hours. When I did have them fix the issue, the job took about half an hour, but they still charged for the full two hours of labor. (They get away with this by charging for the job instead of splitting the parts and labor.) As he left, he mentioned another maintenance item that he mentioned would cost another $180 or so. When I expressed interest, he took a look and said that actually, the job would likely require taking the unit off the wall and he increased the quote to $650. Another time, the tech quoted me an approximate price of around $500, and when I pushed back on this, he called the office and returned with a quote of $1100 instead, along with a quote for a more involved job with a cost of more than $4000. His excuse was that "he's not a sales guy", but if he couldn't even get a ballpark estimate right, then he should have no business talking about prices in the first place. 3. Their techs can be utterly incompetent and/or dishonest We have had one excellent tech through CPS: Keith. This guy is knowledgeable, competent, and tries to make things work to at least justify the high prices they charge. He's the only reason that this is a two-star review. The other techs have not been great. One was perfectly happy to carry out a very expensive job that didn't fix the actual problem, then tried to charge more to fix the actual problem, which should have been spotted right away. (Keith did come in and find this problem, and was kind enough to ask the office to write off the cost of the job.) Another tech tried to get us to agree to an expensive job (~$1000) just to diagnose the issue, without mentioning any costs of repairs. When I asked for more details on the repairs, he did admit that in some situations, a repair might involve replacing an entire head unit, which was around $4000, plus another $1000 or so to recharge the AC system. What he didn't mention was that all three heads would need to be replaced at once, which I'm glad I did some research on beforehand. I think they try to get you to agree to these charges a bit at a time so that you feel trapped when they come back and ask you for many more thousands of dollars as a follow-up. 4. Summary I'm someone who's happy to pay for quality work and honesty, but it's hard to come by at CPS these days. Thus, I can't recommend this place anymore. I wouldn't be surprised if private equity had purchased this practice and is running it into the ground in chase of short-term profits. Stay away from these guys and their "transparent pricing" and take your business elsewhere.