Hendrix Heating & Air Conditioning — Local services in Tangent

TL:DR They installed a heat system that does not function under 25 degrees.

They installed a new heating and AC system last year, and the technician told me they reused the drain line from my low efficiency heater. The line froze during this storm, no one would come repair the issue, and they wouldn't problem solve with me over the phone. Other companies did. They won't install a manual drain for me, so there's no recourse the next time the pipe freezes. They didn't warn me that the higher efficiency heater may freeze prior to purchase or install. They came out and did their 1 year checkup 2 weeks before the storm and didn't think to mention any new things I needed to do.

EDIT: After speaking with Carla, and still not receiving an apology, only "we're all in the same boat", I decided to go with 1 star. They installed a heat system that does not function under 25 degrees, was not willing to problem solve over the phone during our crisis, and apparently couldn't have done anything better. Hendrix contacted me to resolve the issue and made it worse.

There's an acronym in customer service called BLAST: Believe: I don't think they believe me that they made a mistake or are capable of making mistakes. Listen: An attempt was made but it ended in excuses each time, like blaming the communication skills between my wife and myself instead of their own internal communications. Apologize: none Solve: none Thank: She did thank me for calling back after they called me to discuss this reveiew, and I did hang up on her after she blamed my wife's communication skills, so she may have planned on thanking me but I did not give her...

We are so glad we went with Hendrix Heating & AC (referred by a friend) to install our AC unit. We had talked to Sean a few years ago and weren't ready at the time and just needed information. We were so excited to be able to make this investment in our home and enjoy the comfort of centralized air. When he came back a couple weeks ago, he remembered our names, had our information and was a delight to work with. The cost was reasonable, and we purchased a TRANE Unit with 10 year Warranty and Lifetime Service. Sean was respectful and worked within our convenience and timeline. The work was done as agreed upon and the service guys were awesome. Personable, professional and worked in the agreed timeline as promised.They went above and beyond our expectations to even vacuuming up the garage. WOW! Sean just came out today to check on everything, and answered all my questions and went over everything with me. He is so easy to talk with and followed all safety protocols during pandemic. He even left us with a little "Thank You" for your business snack gift. What a nice treat! Tomorrow should be between 75 to 80 degrees and just in time to test our new AC Unit. We appreciate everyone on the team, and encourage others to do business with them. We think Hendrix Heating is the COOLEST!!! Thank you so much! It was our pleasure doing business with you and it's nice to know we can call you anytime with questions or concerns. Feels good to part of the Hendrix Family! Stay Safe & God...

My first experience with this company was wonderful. They installed some ductwork for exhaust fans. The first rainy day we had one exhaust fan was full of water, and water was dripping onto my bathroom floor. I called and they sent someone in a reasonable amount of time. They immediately realized and explained the error and corrected it. Now several years later water is filling the same exhaust fan and dripping on the bathroom floor. I called to explain the current situation and explain the events from the initial install. They were able to find the initial visit but said they didn’t see any record of the second visit to an adjust whatever was causing the leak. All I was asking for was to have the leaking area looked at again to determine if their repair had failed. If so because of the time lapse I expected to pay for the repair. But I’m not going to pay the approximately $275 just to have them look at it. Especially when more than 50% of that charge is travel time not only to my home but also to their next destination. When I chose them for the original job there was no such charge, if there was, I would’ve chose a company in Salem instead. They mentioned in this conversation they no longer install exhaust fans. That’s probably a good decision, with my experience it’s clear they don’t have the necessary skill level to continue...