Customer ReviewsforVailes Heating & Air

I highly recommend Vailes. They are very professional, competent and ethical. They have well trained and experienced staff who take pride in their work. I am especially grateful for them keeping the work area clean during projects. They keep you informed as they progress and show up on time.

Thank you for your kind words!

It is a pleasure working with Vailes over the past 18 years. They always strive to do what is best.

Thank you for your review. We enjoy with you as well!

Very expensive and never have parts. Had system installed 13 years ago and have spent extreme amounts of money to have almost all major parts replaced in the system despite their yearly service. Made me pay for parts I did not break. Owner has limited customer relationship skills. Would rather lose a customer than make the situation right. 12 days without heat in the house during the coldest part of the winter so far. No sense of urgency on their part. Needless to say, I will not be doing business with them in the future.

We regret to hear the client is not satisfied with our services. The heat pump system was installed in 2008 so approaching 14 years old. The average life of a heat pump system is 12 years old. The unit specific parts that have been replaced over the years consist of two start capacitors and relays due to mice damage, expansion valve, and blower motor and wheel. Due to there being a vast amount of Trane parts we do not stock every item needed for repair on every system. We give up front pricing and require approvals before ordering equipment. As soon as we received approval for the parts repair by the client we ordered all parts the same day and scheduled return visits and soon as the parts were received. By performing bi-annual maintenance on the client’s system over the years we were able to repair minor issues to the system while on site, thus saving the client trip fees. The preventive maintenance is to help extend the life of a system but can’t predict what parts will fail in the future. In regard to the most recent repair, our technician did his very best to remove the blower motor from the blower wheel at the shop at no charge. Due to age and condition of motor there was no way to salvage the blower wheel. This was also evident when the technician was on site and the client used the industry standard motor puller and could not get the motor out himself. As soon as we discovered the blower wheel needed to be replaced we brought it to the client’s attention and received written approval to move forward with the repair. If the blower wheel broke on site during the blower motor replacement the repair would have been further delayed. Over the years of service we have always scheduled the initial site visit same or next day, regardless of the client’s location being 1.5 hours round trip from our shop. We order parts same day as approval is received. Variables out of our control include product availability, shipping delays, and weather. For the most recent repair we were on site 1/25 and completed the repair 2/1 - total of 5 business days. Our office staff took time out of their day to type up the service repairs completed on the client’s heat pump system over the years so they could have when speaking to Trane Customer Service. This was done at no charge to help the client. We value every customer and strive to do the best we can.