Customer ReviewsforEmerald Coast Air Conditioning and Heating

Unfortunately I got this company selected by American Home Shield for AC repair/replacement. The process started August 24, 2023 and as of today, September 26,2023 I still have no AC. The wrong one was ordered….the wrong parts shipped TWICE…..and they put all the blame on the warranty company. Now I have been making all the phone calls to this business because they literally won’t call back and today, in a firm voice I told Crystal some one wasn’t doing their job, be it the techs or whomever submits the repair and diagnosis cuz it’s been almost 5 WEEKS!!! When I called back, Joanna said I had Crystal in tears and that I threatened to kill them. Completely false, a big fat LIE! I called the home warranty people and it was agreed I would not have to use them and we could part ways. That’s great news to me! I don’t know how this company can stay in business with 3 office workers, 3 technicians and a lot of incompetencies. If you’re smart, you’ll read their reviews, the BBB (F rating!!!) and run far far away from Emerald coast air conditioning and heating aka: Emerald coast home warranties (that’s how they answer the phone.

8 days and still waiting for a simple fuse. I've called the last 4 days and not one single call returned. They won't give any updates. I'm not even sure they have the work order open anymore. Unless the service is very profitable to them, they don't care. I have serious health issues and am forced into using temporary backup systems for longer than intended. They have zero customer care. Stay away from Emerald Coast Air-conditioning and heating. Stay away from this company.

3 times now my Home Warranty company has sent my service requests to Emerald Coast. This is the third time I am insisting that the Home Warranty company pull the service request and assign it to another servicer. Emerald Coast is unprofessional and in no hurry to resolve your issue. My claim entered on Monday before noon. I called Emerald Coast after 2 when I had not heard from them. The dispatcher was nice and offered to get out there same day if I wanted to pay a $200 rush fee on top of the service fee I already paid. Interesting. Well obviously, I am not going to pay an emergency fee when they were given plenty of notice. so What does Emerald Coast do. They sit on my service request. They finally call me on Tuesday evening at 5pm and offer me a Thursday afternoon appointment, Yes, you read that correctly. A company that had the means to come on Monday wants to sit on a broken AC service request for more than 72 hours since I did not want to pay their emergency service fee. Do no do business with this shady HVAC company!

Emerald Coast is very unprofessional! The website shows one set of business hours and the receptionist says otherwise. Either way I'm not sure how during normal business hours NOBODY answers the business phone. You leave message after message for them to call when they want to call. Even the home warranty company can't directly reach them. The a/c that was fixed at 1pm was broken again by 9pm on the same day. And again you can't reach reach a real live person! Customer service is horrible. Response from the owner : We're sorry that we did not manage the coach ticket expectations better. As a service company we can only afford to provide services at the level that is proportional to the rates. We LOVE to only provide 5 star service, but not every customer holds a first class ticket. At coach rates, we cannot wait for "20 minutes (hint, we know that means 45 minutes) after the technician arrives at your home. Technician arrived during the timeframe you agreed to, and home warranty will not cover for us to wait until a customer comes home. Also, it's not that we were not answering calls, we decided that we were not dealing with your harassments of 10+ calls in a row after you were told we cannot afford to wait under the rates being paid. As usual, if you would like the Emerald Coast typical first class, 5 star experience, please feel free to call us and book a direct service. First Class! Not! If I were the only with that same complaint I would feel some type of way. Unfortunately for your D list customer service provided, I do not feel bad. And as far as waiting according to my phone records and camera time stamp your 25 min (really 45 min) wait was in real time 9 minutes. So cut the foolery. Regardless of how many times I called..you are within operating business hours...so operate accordingly. And regardless of being referred by home warranty or word of mouth, if you can't provide 5 star service..maybe you shouldn't be in the business