6 Customer Reviews
Review from David H
1 star12/31/2023
Absolute worst heating and air conditioning service. On 12/14/2023 we had Villara provide a service call on our non-working heater. Since Villara was the A/C and heater installer on our new home we considered them to be the first choice. Unfortunately the service tech ********* was completely unprofessional towards my wife. He refused to discuss the issues with our sytem with her and requested I be called at work multiple times. ********* was able to get our heater working, but required an additional $600 to complete the diagnostic. Once again he would only speak with me and not my wife. When we would not authorize the additional money, ********* went back into the attic and turned our heater off, left the attic light on and left. Oh sorry he did collect $96.00 to stop by. This is clearly an ongoing issue for Villara based on the other reviews. Thankfully we had a reputable company service our unit and they found NONE of the issues that Villara was requesting to diagnose. So if mysoginist treatment and overpayment for service that is not ne ****** is your thing...give them a call.
Villara Building Systems Response
01/11/2024
***********************, Executive Vice President, and ***************************, Service Manager, jointly called *******************. During the conversation, *********************** took the lead. The customer expressed concerns about ************** using fear tactics and being disrespectful by not acknowledging his wife. ***** assured the customer that it is not *********************** policy to employ fear tactics or overcharging to increase revenue. He also addressed our protocol with Lo Nox systems, acknowledging that it might seem excessive but is deemed necessary due to the sensitivity of these pieces of equipment.
The customer was further assured that the employee would be reprimanded and likely enrolled in sensitivity training. As a result, the customer expressed satisfaction and thanked **************** for his reassurance.Review from Kay C
1 star12/29/2023
On December 12,2023 **** came out for a service call which we paid $207.00 for and gave us 3 quotes. After speaking with our builder, they agreed these prices are quite inflated. So we shopped around. We never agreed to go with them. Once we found another company for reasonably less to do the work, we learn ********** ordered the part from the manufacturer without our consent and is refusing to release the part and sending us on a goose chase. Meanwhile we are without hot water for a week now while they are playing this game and we have children in the home. I spoke to a supervisor ****** today who said they will release the part but need the defective part back. Spoke with the manufacturer who indicated this is not needed and these parts are often recycled. At the time of writing this, I cannot locate or speak with ******, and my plumber is looking to repair the hot water heater today but ********** still has the part. These people are crooks.Villara Building Systems Response
01/11/2024
Regarding the above review:
Technicians Statement:
Following a discussion with Navien,the water heater manufacturers tech support, I communicated repair options to the customer and initiated the replacement order for the warrantable part.However, the following day the customer opted to cancel the repair, choosing another company. Despite confirming the part's order and receipt, the customer mentioned their plumber would reorder. Frustrated by difficulties in procuring the part due to our prior order under their address from Villara, the customer contacted me. In response, I directed them to contact the office for additional assistance.Managers Statement,***************************
I reached out to the customer,shared my contact information, and coordinated a meeting. However, the customer couldn't guarantee the exchange of the part because we required the old one for ******'s warranty. I offered to bring the old part when the customer scheduled a removal time with her plumber. Despite having an appointment, ************** arrived, but the customer's plumber couldn't make it. I explained the necessity of the old part and discussed this with the customer's husband, emphasizing the importance due to the return label. I suggested a second meeting for the exchange, but the customer preferred ********************** returning the part to ****** for her plumber to reorder. Our returns team assisted in creating a new shipping label directly from Navien to expedite the process, bypassing the return to Navien's facility. Our intentions were good, we went to great expense attempting to do right with this customer. Our intentions were good, we went to great expense attempting to do right with this customer. I tried reaching out to the customer using both my cell phone and landline. I left a voicemail, requesting a return call. Additionally, I sent a text message apologizing for any confusion and inquired about the receipt of the part. I have not received a return call as of 1-11-2024Review from Don S
1 star12/28/2023
I own a Lennar home. Villara installed the **** in this house. Ive owned the house for 2 years. We just moved my daughter into the front bedroom and it has been freezing in there at night. We contacted ******, who said it was beyond the Lennar warranty, so contact Villara, who did the installation.The technician came out and said the ducting was installed incorrectly, so all the heat goes into our master bedroom and very little heat goes to the room in the front. The technician tried to get warranty services to help, but they essentially said, go fly a kite, its been 2 years. They dont care that they installed it incorrectly and itll cost $1,500 for them to fix the ductingThis is a crooked business. They dont care about their customer, or that they installed it incorrectly in the first place.Villara Building Systems Response
01/11/2024
********************, we take customer feedback seriously and promptly addressed the concerns you raised. After reviewing your review we scheduled a follow-up inspection. We have confirmed that the necessary repairs to rectify the ducting issue in your daughter's room have been completed, ensuring the **** system now functions optimally to your satisfaction. We appreciate you allowing us to make it right!
We deeply regret any inconvenience or frustration caused and extend our sincere apologies for the subpar experience you had with our service. Customer satisfaction is our top priority, and we are committed to continuously improving our processes to prevent similar occurrences in the future.
We appreciate the opportunity to address and resolve the concerns raised in your review. We value our customers and their feedback, as it helps us enhance the quality of our services. We remain committed to delivering high-quality **** services and ensuring our customers have a positive experience with our company.Review from Lauren J
1 star10/11/2023
The **** department is an extremely unprofessional and are VERY crooked. I had them come out to check out my 2 year old system that was installed by them. The technician told me that my dampener motor was bad. My dampener was thankfully covered by warranty, I would just need to pay for labor. The technician stated it would only take 2 hours to repair. He then told me my total was $850!! They wanted $425 per hour for labor!!! Having a bad gut feeling, I called another company for a second opinion. This new company fixed my A/C in less than 10 minutes. Come to find out my dampener motor was completely fine and *************!!! They would have replaced the whole unit when it didn't even need to be replaced! CRAZY!!! My issue ended up being a $20 spring that needed to be replaced. NEVER trust this company they are only out for money!!Villara Building Systems Response
10/17/2023
Our service manager contacted the customer to address their concerns. During the interaction, we clarified to the customer that, in the interest of delivering superior guarantees and ensuring top-notch work quality, we advocate for replacing entire motors when their components start to fail, rather than replacing individual pieces. We also clarified that our pricing structure is based on a standardized approach outlined in our Straightforward Pricing Guide, ensuring fair and consistent pricing for repairs of similar complexity as opposed to time and material.
We acknowledged the customer's perception of a high hourly labor rate due to a misunderstanding in our pricing communication. To rectify this, we expressed our regret for any confusion and committed to enhancing technician training and communication to avoid such misunderstandings in the future.
Although the customer had already obtained the required service from another company, we refunded the $99 charge for the initial diagnostic work performed on their system as a gesture of goodwill. Ultimately, the customer expressed satisfaction with this resolution.Review from Christopher J
1 star06/14/2022
Unprofessional installation of Air conditioner at time of construction. Line set run is aluminum, thus has several copper - aluminum junctions which are demonstratively weak points. The supply side line had issues within a year, junction replaced with a compression fitting. Return line was run very low to the ground (seems like it was never trimmed to fit correctly) As of now I have a leak in the return side line which is nearly at ground level, very few contractors will work on aluminum because its junk. Upon getting another company out it also appears that upon initial installation the sensing bulb (what the tech called it) was located within the air path of cold air in the indoor unit, tech stated thats where it is located for shipping and during installation it never got moved. Overall,garbage quality of installation and service, avoid at all costs. If you are thinking about having this company install / service your system, stay far away. If you are looking to buy a home with a system they have installed, pay close attention to the workmanship.Review from Michael V
1 star01/13/2022
Unprofessional service. Scheduled an appointment from 8a-12p. No one showed. So I called around 1 to see if the contractors are still coming they assured me that by the end of the day the contractors would come. To no surprise no one came and it was a no call no show. Not even a call or heads up that they are not coming. I called the customer service to see what went wrong they told me they were going to call me in the morning to reschedule. No surprise again! No one called me. Last year I will continue with their comfort club program. Waste of time and money.
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