Epp’s Custom Heating & Air Conditioning

Worst company I have ever work with. The Association of the town house I live in called them because they cut my AC line by mistake while doing a repair and when they came out they didn’t have the right equipment for the repair. They did point out my fan for the AC unite needed to be replaced which I did and after the work was finally done I notice my house wouldn’t cool past 77 even though it was 60 outside. I called and they said they would come the next day which never happened. I left a few messages without a single response finally three days later they show up and after checking the AC unite they said the work they did was fine. I thought there may be another issue with the unit because we just bought the home and never really used the AC so I had intended to have them check it further to see if there was another issue that needed to be fix but the tech started rambling that the work they did was correct and that there was nothing wrong with the AC. I tried to explain I was not questioning the work they did I was just trying to find out what else may be wrong and was totally willing to use them to fix it but he never let me explain he kept cutting me off and started giving me an attitude and had the nerve to say he was doing me a favor by coming back to check the unite again. Finally when I was able to get a word in I asked if it was normal for it to be 60 outside and never get the house colder then 77 because that what I was going through the first day they repaired the unite and what a straight face said there was still nothing wrong and kept rambling about how the AC is perfectly fine. It got to the point where I had to finally kick the tech out of my house and told him I would never use his service again. If I could give negative stars I would.

Been a fan forever !! I have never had a bad experience and 9 times out of 10, I get more service than originally requested. Great job Epps

There work appears to be fine, however, their customer service leaves a lot to be desired. We had Epps move our air conditioning unit in preparation because we were having a patio installed. They arrived to move the A/​C a half hour late. When they arrived we had a conversation with them and they said they would have to go get some supplies. One of the things they said they needed was a new pad to put the A/​C unit on. They claimed they didn’t know we needed a new one even though we had discussed it with them prior to their coming out. Due to that they disappeared for about 2 hours. By the end of the first day they hadn’t finished all the work that needed to be done so we arranged for them to come back the following Saturday. They told us they still had about 2 – 3 hours worth of work.
Fast forward to Saturday… they told us they would be at our house at 8 am. At 10:15 they still hadn’t showed so we called them to find out where they were. Our call went straight to voice mail. About a half hour later we received a call back. Epps gave us a story about having to go on an emergency call. We are reasonable people and could have understood that there was an emergency, but would have appreciated a phone call. When we spoke to Epps around 10:45 they assured us that they were on their way. They didn’t show up to our house until after noon. When they arrived there was no apology or explanation for their tardiness. We also were a bit unhappy with the way they ran part of the wiring. They ran some of it outside and anchored it to the house. So now we have bright stainless steel piping running on the outside of the patio. The owner got very defensive when we asked if there was another way that could have been done. We realize that it was probably our fault and should have stopped him when he was running it so we didn’t push the issue. We were however upset with the hostility we were greeted with as paying customers. The owner said that if we wanted it redone it would be an additional $ 200 so we declined because it is an easy fix for us to do ourselves. When it came time to pay the bill we were told it would cost a $ 100 over what he had quoted us. We of course balked at this and told him that when he started the work that was not the quote we agreed on. In addition the owner, who was there helping with the work, didn’t even come talk to us to settle up the bill. Instead he sent his employee to get our money. In the end we paid the amount we had originally been quoted, but this whole experience left us with a bad taste in our mouth. It is ridiculously rude to leave your customers waiting around for you to show up (4 hours late!!) and give them no explanation of apology! It was inconvenient having to wait for them and prevented us from doing some of the things we wanted to do that day since we were waiting on them. Again the two start review is for what appears to be quality work, but their customer service is almost nonexistent.