Customer ReviewsforRefrigeration Express

My elderly mother and father-in-law use this company for HVAC service. Their AC system was blowing hot air so they called them to have this looked at and fixed. The technician that came out was inexperienced. She didnt even know how to remove the panels to open the unit, she was on a personal call the entire time she was working on the unit after an extensive amount of time she was unable to explain which part was replaced or repaired to get the unit working properly. My father-in-law asked multiple times while she was there to see the part , and she would give some excuse and start doing something else and never showed it to him. First, she said it was a hard start issue, which does not affect air temperature. Then it was a capacitor, but could not explain what was actually replaced. She then proceeded to give them a $270 bill but when they asked for the receipt or an invoice was told that could not give it to them and that it would be emailed to them later. When the invoice was sent, all it showed was labor plus part for $270 did not give the part name part number description. They called the office asking for an explanation of the part that was replaced and again was given the runaround, when they asked to speak to a supervisor or manager, they would not let them. They advised that someone would look into it and give them a call back, they never received any calls back. They end up going into the office on May 17 to look into this and was told that the part was thrown away. But then after they visited the office, a picture was sent of a part stating that the technician took a picture of it, yet the picture showed it in a mans hand when the technician that came out was a female. My father-in-law was able to contact the parts distributor and verified that the item was covered under warranty and should not have been charged for parts. Horrible company, horrible customer service, and targeting elderly people and taking money away from them.

Customer called for a unit not cooling. A call was scheduled for a diagnostic charge of $90 plus repairs. Technicians found a bad capacitor. Technician told customer it would be $180 to replace capacitor. Customer agreed to get capacitor replaced. Technician proceeded to replace capacitor. Checked unit and unit was now cooling properly. Customer paid with a Mastercard a total of $270 including the diagnostic.Customer called several days later asking for the capacitor that was removed. We explained we throw away all parts removed. It would be impossible to keep all the old parts. The customers focus this day was to get the old part and even insinuated that we probably did not replace it. We explained we have pictures of the unit and the part that was replaced and emailed them a second time. It seemed this day that customer has trust issues and now the daughter was getting involved claiming that we were taking advantage of her elderly parents.**************** and her husband came to our office Friday, May 17 to explain why they wanted the part back. They showed us a certificate that shows the unit should be under warranty. They told us they were calling a specific supplier and we told them we had a great relationship with them. That it wouldn't be that hard to get the part under warranty. This day we understood the reasoning behind and we offered to help.They were told we would do our own research to claim the capacitor under warranty and we would call them to give them an update. Supply houses close on Saturdays and Sundays. We provided model and serial number to the supplier they told us they would get back with us. We got the call back this morning to learn the unit is ******* and no longer sold in ******* however they were going to help us get another capacitor if needed. ** **** ***** ** ****** ** ** **** ******* ** ******* ********* ******* *** *** ******* ** ****** *** *** **** ******* *** *** ******** ** *** ****** ********* ** **** **** * ******* *** ********* We were trying to help **************** and her husband, as they were told, to get credit on the part installed. The diagnostic and labor charges are not refundable.

The technician who was assigned to provide me with service was inexperienced. And had informed me that she was just learning the trade without my asking. It became very apparent because my evaporative cooler was left leaking with water. When I called the owner to request a more experienced technician to come out to fix the problem, she refused. And blamed me for the problem. The owner is unprofessional, rude, and not customer service oriented. So, customer beware.

This customer discriminated the technician for being a woman. The female technician has 6+ years in the industry. She is quite new with Refrigeration Express and that does not make her incompetent to work on an evaporative cooler. The technician was starting up a cooler and as she was going through the process, this lady told her to get off the roof. It is common for an evaporative cooler to leak if an overflow needs replacement,, which it was in this case. Our company has the right to refuse service to any customer that is mistreating its employees. Refrigeration Express did not collect any money from her and asked her to call another company. Her cooler was NOT left leaking. The ongoing discrimination against women in the hvac industry is a sad reality. Despite the significant progress, most leave the field due to a low representation of role models, lack of respect, and stereotyping. Thi is exactly why women get discouraged to pursue hvac careers. **** ******* ** **** ** ** **** *** **** ********** ****

This company is honest and fair on their pricing. For years we used another company in El Paso until this one was recommended. The people are great, knowledgeable and helpful. If you are searching for a company you can trust, call these folks! You will be surprised on the excellent customer service they provide! **

Thank you for taking your time to Express your opinion about us and thank you for giving us a chance! We are forever grateful!

We cannot say enough good things about ***** and her company Refrigeration Express. From our initial meeting and estimate with *****, she was patient and answered all of our questions. She even explained and informed us about the package HVAC system we wanted. **** ** *** ***** ********* ******* ** ******* ** ** *** ******** ** *** ******* ******** Very honest and straightforward in simple terms. The installation was exceptional as well. ***** and his team work very hard and kept the area outside and inside clean. They covered our furniture and cleaned up after they were done. ***** explained how the system worked and even returned to make sure everything was completed to our standards. Our system was installed mid May 2023 and has performed beyond expectations during this summer heatwave of over 30+ days over 100 degrees. Refrigeration Express is the company to use without exception. ******* **

Thank you for your trust! We greatly appreciate you taking the time to rate us. We strive to remain consistent on the techniques and skills we deliver. We know you have many options to go with and we are forever grateful you chose us. Thank you from all of us at Refrigeration Express!