“Service man identified problem and unclogged water trap in a couple minutes. He then said he was over the $139 Service fee quoted on phone and to sop up some water in tray and run air through line out to spouting it would be $189. I was not happy with it but needed the job completed so agreed. When he was done he said it was $319. You just lost a customer. Maybe many after I tell other people.”
Hello Chelsea,
We’re sorry to hear you were unhappy with your service. We want to be clear about what was performed and why the charges were applied. That said, repairs are never performed without customer approval — and in this case, the quoted work was reviewed and approved before we proceeded.
Time Onsite
Our GPS records show the technician was at your home for about 1 hour total — not just a couple of minutes this does not include his travel time either. That time included diagnosis, performing the cleaning, verifying operation, and ensuring no additional issues were present before leaving.
Services Performed
Diagnosis: Technician identified the cause of the water leak — a severely clogged drain line.
Drain Cleaning: The drain trap and line were fully cleared and flushed. This was not a quick unclog; the buildup shown in the photos demonstrates it required proper cleaning.
Water Cleanup: Water in the drain pan was removed and the line was tested by running airflow through to ensure proper drainage outside.
System Check: The system was cycled to confirm the AC was operating correctly after the repair.
Maintenance History
System installed in 2021.
Aside from the free maintenance provided at install, only one service visit has been performed since — in January 2025, and that was only for the heating side.
The AC portion of the system had not been maintained, which directly contributed to the drain clog.
Why This Matters
Your HVAC system runs more hours each year than your vehicle. Without routine maintenance, clogs and failures like this can occur. Regular maintenance is designed to prevent exactly these kinds of emergencies. Lack of maintenance will also void your warranty according to manufactures.
Cost Explanation
The $319 charge reflects more than just time onsite. It covers:
Getting a licensed, trained technician with the right tools and skillset to your door.
Diagnostic time, performing the repair, and verifying the system was safe to run.
Business operating costs that allow us to provide 24/7 service, warranty backing, and trained professional staff.
We understand no one enjoys unexpected repair costs. However, no repair was performed without your approval. Our technician explained the work and pricing, and the service was completed with your consent.
We appreciate your feedback, and we strongly recommend regular maintenance on your system moving forward to avoid these types of issues. We wish you the best of luck.
Thank you again for your feedback.