S H.

3/16/2023

We moved into a home that the previous owners had used Chas Robert's for everything. We had seen them twice for AC tune ups. Takeaways from those visits were they wanted to upsell us on many add ons. Today we discovered our 6 year old water heater leaking in the garage. Called Chas Robert's and Evan arrived within 30 minutes. He had to get a new unit and came back within an hour and worked until 8pm to install. Really impressed with their responsiveness and how knowledgeable and professional Evan is. Based on the reviews I was not a big fan of the company, but todays experience was excellent and a big call out to Evan!

Tom S.

04/09/2023 12:00:00 SA

Hands down one of the worst companies in the Valley! RUN don't walk from anyone who mentions their name. Their claim to fame is being the low bidder for many of Arizona builders. They supply junk equipment (like Carrier A/C systems) but don't have qualified technicians who can service them. I have a house built new in 2017 (Fulton) with a non working A/C system. Plus it is out of warranty! If I could I would give these clowns a minus 10! Fulton Homes sucks as well!!

Danielle S.

4/15/2022

UPDATE: Absolutely UNBELIEVABLE interaction with creepy and very toxic Chas Roberts company.

After Chas Roberts told me they wouldn't service my A/C about two months ago, I'd moved on. (See original review below.) The reason they gave me was that I was the second owner.

It was only after another local A/C contractor (ROC 280799, sent by home warranty co - who's fixing my unit) suggested I call Chas Roberts back to see if they'd like to deal with the shoddy weld they performed approx. two years ago, that I decided I'd try again.

The owner of the other local company (who's gonna fix my unit anyway - under warranty) said that if he were in Chas Roberts' shoes, he'd want the opportunity to fix the problem instead of having a disgruntled customer share their story. So, even though I was skeptical the call would be fruitful, I called as a courtesy to give them that opportunity that the other contractor told me he'd want to have.

At first, Michael (warranty supervisor) at Chas Roberts said yes: Chas Roberts would indeed come and fix the bad weld AND cover the freon if the diagnosis was as the other two A/C contractors said (which it is).

30 minutes later I get another call from a different guy at Chas Roberts, named Joshua. Joshua rolls back/reneges on Michael's offer to come and fix the unit. He says -- GET THIS -- that he listened to the phone call recording from two months ago between me with Chas Roberts and starts reciting a bunch of irrelevant key words and off-base proof that I'm somehow not telling the truth about my A/C unit and the bad weld.

Nevermind that I had already told Joshua that other licensed contractors (ROC 330866 & ROC180406) have ACTUALLY laid their eyes on the unit recently and they diagnosed it as leaking due to the bad weld (see photos). Nooooo, Joshua, who's probably not even a certified A/C tech and has NEVER seen it & never been on my property takes a two month old phone call and extrapolates a cooked up story that my unit is sitting on uneven/slanted ground (which it's not - see photo).

I find it extremely CREEPY that Chas Roberts makes a habit of digging up old phone calls (see other reviews - I'm not the only one!) to somehow 'catch' people in alleged lies. In this case Joshua, who again, has NEVER been on the property and hasn't even seen *photos* of the unit (and how it's sitting on the flat ground), starts reciting to me incorrect details of my A/C unit. He got the details of the call so wrong, it's embarrassing. Like really embarrassing.

After I correct him and explain the first phone call (that he felt compelled to go back and reference), he gets antagonistic about other things and I remind him again that I'm already getting the A/C fixed BY SOMEBODY ELSE UNDER A HOME WARRANTY. I only phoned them as a COURTESY, which has obviously escaped them.

Bottom line, I find this company very TOXIC and their behavior psychotic. If they did better work to begin with, people like me who are just barely outside the two year warranty wouldn't be taking their precious time to share their ugly Chas Roberts stories.

To CREEPY Erika: I'm getting FREE repair under my home warranty already. Your rebuttal is a FAIL. Photos don't lie. See the photo of my unit with the level on top. After your chilling, toxic behavior, I wouldn't deal with Chas Roberts if you paid me.

**BE SURE to look at Not Recommended reviews at bottom of page too. Where there are 100+ more complaints.**

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ORIGINAL REVIEW:

This company is the McDonald's of A/C contractors. If you're buying a home where they put in the AC, be very careful to scrutinize the unit and their work VERY carefully.

I recently bought a home where I'm the second owner. Chas Roberts' name is on the thermostat so I thought great, I have someone I can call. Nope. When I phoned, the rude woman at Chas Roberts said they don't work on or maintain the AC's that they installed since I'm the second owner.

Problem #1: My unit is just over 2 years old and it's already leaking freon. It's leaking at a welded joint, poorly welded by Chas Roberts. I'm already going to have to have that joint welded again.

Problem #2: they welded a copper pipe (from the AC) to a cheaper aluminum pipe that goes into the house. I was told by two other AC techs (ROC 330866 & ROC180406) that the better thing is to weld copper pipe to copper pipe. But, Chas Roberts piped cheap aluminum pipe into the house (or they OK'd the builder using aluminum) instead of copper, lining the house with cheaper pipes AND they welded it poorly.

So, here I am just over 2 years into the life of this AC and I'm looking at major repairs. If I ever see the name Chas Roberts on another thermostat, I'm going to take it to mean that I need the AC inspected meticulously for poor workmanship/leaks.

Branding works both ways. When you have so many poor reviews, people will associate your bad service with the brand. If you did better work maybe you wouldn't have so many comp

Meredith S.

6/21/2022

Our A/C went out on Thursday am and they were not able to come out until this Monday, I know this is high time when things happen. It was not a big deal, we survived!

Craig is fantastic! He called my husband to let him know he was on his way. Craig knew when he walked in what was wrong. We signed up for the service plan, only 195/year! When you are signed up for this and there is an issue they will come out earlier. This service plan is so worth it!
I know other a/c companies do a service plan too.

Rebecca B.

03/01/2023 12:00:00 SA

Chas Roberts' site lists preferred availability as soon as tomorrow (Thursday) at 9 am but if you call, they don't have anything until June. The misleading site is poor form.

Jeff W.

1/17/2023

Overall satisfied with their support. I have used them for both A/C and furnace work. Recently had them out to fix a gas leak. Had to chase a few down as I live in a historic home and as we repressurized the lines a few older ones had issues. In the end all done for a fair price.

Shelli L.

3/18/2023

Our AC system has 6 air intakes - three have the normal latches that allow us to swing open the grating to replace the filters. The other three have no way to access and have no filters installed. I called Chas Roberts as they installed the system for the previous owners who built the house. After explaining the issue the person that is very unusual and that Chas Roberts would never install a system like that but they would be glad to come out for an $85 service call fee. When I stated that it appears to be their error he again insisted that either the previous owners, or we modified their installation they couldn't wave the service call fee! Who would modify a properly installed system such that you can't install filters! I declined their offer and will pay someone who won't cut corners and install a system improperly!

Kt C.

12/30/2022

The plumber that helped me was nice and he did a good job. However, I have an issue with the price and the way that the supervisor spoke to me. They charged me $232 to tighten pipes underneath my sink.. they would've charged me $332 but the plumber gave me a discount because it was an easy job. Nothing was replaced or repaired. The supervisor (Luis?) has a smart mouth on him.. I asked him for a further discount and his response was would you rather we replace your p-trap and charge you $100 extra? The p-trap didn't need to be replaced and I'm asking for a discount - Why would you ask me if I'd like to be charged $100 extra when you're already overcharging me as it is? The fact of the matter is - Tightening pipes is a really easy job and it shouldn't cost anymore than $50-$100 at most. Luis, please work on your customer service skills.

Sarah d.

01/02/2023 12:00:00 SA

Tried to kill me, but thanks to Arizona Inspectors.

Moved into a Richmond model home December 2021. Arizona inspectors (AI) came out for inspection. They notified me of the AC oil leak outside and that it would be a problem. They took pictures of the outside leak and pictures of my attic where the furnace is. Thank God for AI. I called Chas Roberts and they have been out to my home at least six times because of incompetent work. The air conditioner has gone out just like Arizona inspector told me would happen. Chas guys came out around six times. They claim they finally fixed it.

However, I was lead to call Arizona inspectors out again at the end of my first year December 2022. Inspector explained that I better get help as soon as possible it's worse. Apparently Chas incompetent workers removed my flue pipe off from the furnace and my attic was full of carbon monoxide poisoning.

I called Chas immediately, they escalated my call up to a supervisor, who claims somebody's butt is going to go down for this, and that someone would be out to my house today. He asked for pics from AI and I provided the supervisor the pics. Someone came that evening and he claim to have fixed the problem and said he took pictures. I asked about the leak outside with the AC,

I was told someone from Chas will come out later to fix it. Well someone is supposed to come tomorrow morning, January 3, 2023 and will see what happens, do I believe or trust these people. Absolutely not the inspector has been out here three times overseeing their work. I've paid over $700 to the inspectors, and I will be calling back inspector to come back to see recent work orders were finished properly. I can only rate the chas Robert crew as incompetent they could have killed me. Their work cannot be trusted, so please be alert. Do not deserve any stars.

Logan F.

04/03/2023 12:00:00 SA

Chaz Roberts installed the air conditioning units in our newbuild home in 2019 sometime in 2021 I called in to have the air conditioning in one of the bedrooms checked because it was 10° warmer than the rest of the house they came out for free and said they fixed it and the room was definitely cooler now fast forward to 2023 we have a newborn and are using a bedroom that we never go in, come to find out they turned off the air conditioning in that bedroom to force it to the other room so I had to call them back out to fix it so that my son does not get heat stroke in an air conditioned house.... They charged me $150 for a 2 minute visit(literally) to pull a piece of metal that was taped over the vent I have never felt so ripped off before. The tech said they have to charge that when people keep flip flopping rooms although I never would have done it in the first place if I would have known that they where doing that. I originally called to have a problem fixed which they put a Band-Aid on and didn't fix and now it cost me $150 two years down the road to undo what they said would fix the issue.

Matthew R.

09/02/2022 12:00:00 SA

This company will steal your money. They installed the air conditioner in our house built in 2019. In 2020 I had them come out to do a year checkup. Which I paid $250 for. They checked the unit and told me EVERYTHING WAS GOOD TO GO. The only thing they recommended was to install a super boost capacitor. (Which i did and that was $250) 2 months later the capacitor died. When I called them to see if they would warrantee their work from the service I had 2 months prior. They told me they would not and that they would charge me a diagnosing fee ($85) plus their hourly rate of ($150) to fix it. Fast forward to 2022. My TXV is not functioning. It does not take a Goodman certified mechanic to see this. I called them to get it changed out. The service people told me they HAD to do a diagnostic and it is not under warranty.
I asked them for a hypothetical flat rate cost for the job. They would not provide me with one and kept saying they would have to diagnose to provide a quote.

This company is a scam. Do not use. Very unprofessional customer service. They don't have a flat rate list so you can get an idea of how much you will pay before the $250 cost of them to just diagnose.

Chris S.

4/25/2022

Evan S. and Robert C. did a fabulous job installing the water softener system at my house. Both were very professional and courteous.

Overall, I have always had a positive experience with Chas Roberts for any service that I requested of them.

JoAnne R.

01/04/2023 12:00:00 SA

Kenneth... Can't say enough how much I appreciated him and his apprentice. They fixed 2 showers, and sink stopper and replaced our rusted out main valve...3 hours of work and did a great job. Pleasant, professional service from my phone call to service. Thank you so much! Would recommend and use again.

Max P.

11/10/2022 12:00:00 SA

Jason did a Wonderful job of putting in our water softener system. He was polite, informative, efficient and respectful. We would recommend him and Chas Roberts to anyone.
Santiago came in the day of installation. He was also informative and courteous. They make a great team.

Kelly C.

1/31/2022

If I could give 0 stars, I would. Not like it would matter much considering the reviews they have from other customers are similar to mine.
If you want a company who will do shotty work and will first tell you they are responsible for your heater not working, then back peddle by the end of the conversation and claim it's not their work then this is the company for you! We bought a brand new home in June of 2019. Chas Roberts is the company who installed our AC/heating unit prior to us moving in. We had no issues for the last couple of years until this last month. Suddenly our heater was not producing any heat and we could not figure out why. We live in the Prescott area so heat is a must during the winter months, unless you really enjoy those 25° nights and even colder early mornings!
After a week of no heat, Chas Roberts came up on a Friday night. The tech began the conversation with my husband saying he installed our unit as well as several others on our street. He stated that the work done was not correct in the beginning of the conversation but suddenly by the end that wasn't the case, the issue wasn't covered under warranty and we were looking at a bill of around $1,300 MINIMUM. After hearing this we decided to go to another company to get a quote for the work. The quote we received and the work that was completed ended up costing $700 as opposed to the quoted $1,300 from Chas Roberts. I contacted Chas Roberts after having the work completed by the other company to receive our $85 back as I didn't feel I should have to pay. I left my phone number to call but they called my husband instead. I'm unsure of who the supervisor was on the other end but he stated he would return the $85 and wished we would've requested to speak with a supervisor when HIS representative gave us misinformation because we wouldn't have had to pay anything and there was nothing they could do about the $700 we paid to the other company. I call bullshit - it's really easy to say well we would've done this had you called after all is said and done. Why would I not trust YOUR employees word first of all? Are you all that shady that I should just demand a supervisor right away and expect your employees to give false information?
YOUR representatives have now mislead us twice - first with the shotty workmanship at install and second with quoting us a ridiculous amount for a fix on said shotty workmanship. Why would I believe anything this company has to say?! To add insult to injury, the $85 was supposed to be returned still hasn't been. It has been a week now and still no refund!!!! Use any other company besides this one.
I also included pictures of Chas Roberts work compared to the other companies. In one picture they are side by side - you can see the pipe doesn't even line up properly which was was caused a slow leak and leading to us not having heat and no Freon left in our system.

richard d.

09/04/2022 12:00:00 SA

My AC unit went out on a Thursday and our house temp was 90 degrees. I called Chas because they installed our new unit 2 years ago for our builder. I called Carrier and was told all parts were under warranty. I told Chas this and they said it'd be an $85 charge. The Tech came out Friday (thank you) and replaced the duel capacitor. It took him less than an hour. My bill:$204. The tech told me it was for my share of the parts. The part cost $25.99 and when I called Chas to ask some dude in the office said it's our flat fee for labor even though my actual bill says for the parts used. I was also charged tax on parts needed which in Arizona, labor is not to be taxed. DO NOT USE THESE CROOKS... shop around.

Lance B.

01/06/2023 12:00:00 SA

AWFUL customer service. I am shocked that Chas Roberts actually employs the lady who answers calls on their main line. I have never had someone treat me so rudely and disrespectfully in my life. I called because a run capacitor went out of tolerance within FOUR months of installing a new one. I asked them to replace this capacitor as it should be under warranty and they told me deal with it and quoted me a price. Couldn't have been more unprofessional.

Phillip L.

08/06/2022 12:00:00 SA

The Service Technicians at Chas Robert's are awesome. Jason Wood was our technician this time out and these professionals are here to help, provide excellent service and helpful information on their recommendations.

Brittany B.

7/18/2022

If I could give this company zero stars I would! It's very unacceptable to have to wait an entire week to get my a/c unit fixed in Arizona when it's 115 degrees out!!! I have children, animals and my Husband and I work from home. Chas Roberts is so unprofessional, doesn't give a crap about their customers and has faulty equipment that breaks every year! We bought a new build back in May of 2020, 5 months later our brand new A/C unit goes out! No a/c for 3 days in 105 degree heat, then let's fast forward to yet again another issue July 18th, 2022 our a/c goes out but this time in 115 degrees! Basically goes out every year!!! Excuse me you want me to wait an entire week this time! If I could afford to buy a new unit with another company I would! Do your research when purchasing a home and if the a/c unit is through Chas robert's run!!! Horrible company!!!

Lynn C.

12/21/2022

Chas Roberts technicians do good work. Their office is very responsive. Appointments are scheduled promptly. The reason for the low rating is their pricing structure. Do not agree to have any work done without receiving a complete understanding of what the cost will be. We had a simple job done that took the technician a little over an hour to complete - 30 minutes one trip and 40 minutes the next trip. It cost $1206, and we purchased the parts separately. When I called to question the price, the manager told me that it costs the company $249 in overhead just to have a truck pull up in front of my house. If that is correct, then their expense for my project was $498....still a tidy profit considering what we were charged. The manager did agree to discount the price and said he would send me a check for $150, which I appreciate. It is absolutely our fault for not getting a quote prior to agreeing to have the work done. It was an expensive lesson!

Raiza R.

6/28/2022

If I could give zero stars I would. I purchased my home in 2021 and my AC is still under warranty with Chas Roberts. I have had nothing but issues with my unit. So far in the last month they have sent 5 different techs who say they don't know what to do and they have to send over a lead tech. My ac will work for about a day after the visit and then bam my house is in the 90s again. I have to wait for them to come again the next day all while sitting in my hot house with my small kids. I had to purchase a $600 portable ac to use while we wait on them to figure it out. I've asked to be transferred to a supervisor over the phone only for them to tell me they do not have that option and that I'll need to wait for a call back. Im still waiting on the call back. If you have another option, please stay clear of Chas Roberts.

Wayne Z.

11/05/2021 12:00:00 SA

Zero stars really- they promised a free Visa card because our A/C went out for 3 days. We never got it. I was not going to wait a whole week for their tech to come to our house.
We got the problem fixed with a private company and they did a great job.
To make matters worse Chas Roberts reported to Shea Homes that they came and fixed the A/C problem
Shea Homes and I could not believe the cheating and lying - what a joke of a company
Have heard so many complaints from others about Chas Roberts also.

RT F.

04/10/2022 12:00:00 SA

Saw driver of van # 1203 driving down the road with cellphone in hand texting or something on the thing ... I am at a point where I will not use company's that allow the driver to be texting while driving... to many accidents nowadays

Johnny L.

04/02/2022 12:00:00 SA

This company should be called SCAM ROBERTS. Under warranty and they want to charge $900 for 10 lbs freon.

I have a new build of less than 2 years and the warranty is for 10 years. They are only suppose to charge for labor. Does freon labor cost $900? Lolll.

Luis was the technician and the manager i spoke to is JOSHUA LEELAND which is a total douschebag.

I spoke to a DR HORTON representative and they even said that is a scam. (That is who my house was built with).

I have filed a complaint with the Better Business Bureau and with the Attorney General!

Michael M.

04/07/2022 12:00:00 SA

Called Chas Roberts because my Ac went out and told me I had to wait two weeks. Now my kids and I have to live in 92 degree temperature home because nobody can come out for an emergency request. Crazy how big of a company they are and can't service our ac

Patrick A.

07/11/2022 12:00:00 SA

Our water heater went out on Saturday afternoon. Contacted three companies and Chas Roberts was first to respond. Changed out water heater and had hot water by early evening. The other two companies didn't even get back to me until late Sunday.

Jason was my technician and he was one of best I've ever worked with. Knowledgeable and full of advice. He also set up water mitigation and came back two days later to fix water shutoff valve and install a Ro and water softener. Fantastic job!

Brandon L.

8/26/2021

Here we are again. Just like my last review, I am so sick of what is going with this same A/C unit. I can't seem to go a full year with a working unit. Then when I call and tell them we just had a newborn and the newborn is sleeping in the warm side of the house, they still say they can't get to me until Monday and it's only Thursday.

Like my last review I have had a million different issues with this same unit. The only reason and I mean the only reason I am staying with this company is because our warranty is under them. I can't stress enough how I will never use them again when I need to replace my units.

I am sure when that happens I 100% won't be having the issues I have been having. We bought this unit roughly 5 years ago and ever since we have bought it, it has been nothing but issues. You would think that seeing my history on this unit you would think they would do everything in there power to get someone out to get my unit working. Now my family has to suffer in a warm house because this is also the unit that cools the kitchen, living room, kids play room and my newborns room. They don't seem to care though and schedule me 4 days out, what a joke.

Stay far far far far away. I don't even know if there techs are trained properly or the right way because no one can fix my unit and have it working for a year straight. The unit stops working in the summer and stops working in the winter, what a fantastic time to have to deal with stupid stuff like this.

Maybe someone will wake up and get someone to my house to get this fixed like they should do instead of wait until Monday night between the hours of 7pm-10pm, !

Sara C.

02/11/2022 12:00:00 SA

the gentleman that came to my house. He was a creep for 1. From the get go he was sexually with his demeanor and conduct. He kept making googly eyes at me. Over the phone I let the receptionist who scheduled me that I just need a check of the system. When the guy came in I also let him know that I didnt want the work done either at this time just to check the system and give me an estimate. He then proceeded to fix the system and handed me an invoice for $1000.00. But before that he checked the system and had all his stuff connected. Upon entering the attic he was looking through my stuff. The reason I know is because he knew my business and I had not even handed my card to him. He then proceeded to let me know about who I am and the job that I do. Fast forward back to the invoice portion of the incident, he was then upset that we thought it was expensive. He then said well I have money and I should pay because he already started the work. My personal assistant and I let him know that we specifically had stated we just wanted the estimate. He then started laughing and saying that we have money and that we should pay. He then started to gather his items and with a smirk he said he will try and remove what work that he has done and try to leave it as it was. After that he then proceeded to gather his items and was about to leave then he stopped at my door and he had a smirk on his face and said you are an attorney and you have money you will need us. We are the original installers.
Fast forward to the next day when I turned on my A/C system, it was not turning on. He disconnected it from the attic and from the outside as well. He knew I didnt know about A/C systems so he thought we would call him back to come back to get the work and system recharged. Then I had the system freon checked as well, which I just filled it not too long ago, it only had 2 pounds of freon left since he came. I have a reason to believe with his conduct he removed some freon as well, while attempting to take out his tools from the a/c unit outside, then unplugging the system from the outside as well as the unit from the attic.

I am the only owner of this house.There are issues with the work and poor installation from copper to metal is what is leaking. Most units are metal to metal and/or copper to copper not dual connections. Its been leaking due to not being connected properly. I have attached the photos of the incident.

Carole M.

5/26/2022

Chas Roberts showed up right on time for my appointment to fix a leaky bathtub faucet. Jason Wood was polite, professional and efficient. He explained in detail what he needed to do and when he didn't have the part to complete the job, he drove to a plumbing store to get it. The job was done in less than an hour and for a fair price. It was excellent service, on time, and quality craftsmanship. Hard to find these days, but I found it with Chas Roberts.

Heidi J.

7/19/2021

3 months ago, I wrote a review about being locked into a warranty with Chas Roberts. When I tried to schedule a seasonal maintenance appointment at that time I was told it would take 4 months for them to come out to check my unit. After my post on Yelp, I was quickly contacted with a prompt date change for my service.

My AC unit is now not working and I have called to get an appointment with Chas Roberts to have it fixed. The warranty I purchased with this company requires me to have only Chas Roberts service my unit. They have informed me that I will have to wait 11 days for someone to come out to look at the unit. It is July in Phoenix. It is hot. I purchased a warranty with my unit to avoid ever being in this situation. I have had scheduled maintenance twice a year since the purchase of my AC unit to assure it is in good working condition and to avoid ever being in this situation.

As I stated in my previous review, I will never purchase another AC unit from Chas Roberts. 25 years of customer loyalty obviously means nothing to this company.

Leslie O.

5/25/2022

Update to my last post from April. Chas Robert's did get back to me. They confirmed that they not only did the installation but did a repair in 2020 prior to me owning the home. That repair failed in April 2022 and were critical of me that I called a company that I know and trust and didn't call them to fix it. Secondly they told me their repair work from 2020 would have been out of warranty and that other factors could be the result of the system failure. Basically I am out of luck. Recommendation to Chas don't criticize someone for not using your services when you did bad work TWICE! Josh may also need some coaching on his customer relation skills.

Michael R.

7/25/2021

Ok, so I've gone through Chas Robert's more times than I'd like to truthfully admit. Mainly because they were the hired contractor on the build of our neighborhood.

I had recently been let down by them for a heater issue during the winter. But the problem began when I used the plumbing side recently for a warranty replacement on a tankless water heater.

I wish I could remember the name of the tech, but it doesn't matter because it's a direct representation of the service I've received before as well.

The job: use Rheem warranty replacement system to get a replacement tankless unit, and have the customer pay for labor... Easy

Tech arrives: begins to tell me how he's been working on these for nearly twenty years, and he can tel me right off the bat that the unit is undersized for my home and it'd be in my best interest to upgrade the size...... what? **Mind you...I've been troubleshooting this unit with Rheem, Chas Robert's techs, Plunbing Masters Techs on previous visits, and he is the FIRST to have this mind blowing revelation....right sir.... Tell me more!

**Side note: I'm an industrial technician and work on really big machines...and can easily say this replacement will take less than two hours, and about 5 total tools***

He then goes to give me a quote of $2,500 in labor to replace this. I openly told him what type of scam are you running where you're gonna charge me $2500 labor on a unit that cost $700 to buy?!?! There are literally three pipes, and a vent hood that needs to be loosened. Oh, and I'll need some of his thread tape for the pipes.

He then just kept telling me how I should just get a water softener system through them instead.

I told him other plumbing had quoted less than much less than $1000 for this and he said well you won't get the quality work from Chas Robert's..... lmao. THE WORK IS ALREADY DONE!!! You're literally loosening, then tightening three pipes!

Needless to say, I got a quote from yet another company, and yes, it was less than $1000 again. Thanks Chas Robert's!

10 out of 10 I would NOT recommend.

Ivy B.

9/28/2021

I'm updating to 3 stars now that the issue is finally fixed. I would give the head of service and the lead tech a 5 stars.

The head of service called after reading this review. He was very kind and he was trying everything he could to help us. Most importantly, he felt bad for us not having AC for 30 days. Unfortunately, it had to go all the way to the head of service because we didn't get urgent help from the Supervisor or anyone else prior to that. The supervisor was the only one who was handling the case, and he had never sympathized with us.
Our AC is up and running again, we appreciate the lead tech as well as the head of service, they were very helpful. We hope this company hires more people like them.

Dena F.

08/02/2022 12:00:00 SA

Purchased a new home and since day 1 I've been complaining about hot rooms and then rooms next to it being 61 (at times 58) degrees. I'm on my 7th visit for the same issue. Not one tech has been knowledgeable and some have disclosed they receive zero training! Spoke with a manager Michael today who clearly has no customer service training as he was combative and condescending. Still no date for a fix since the last tech installed a broken part and incorrectly so there's a leak.

Sherryl H.

10/02/2022 12:00:00 SA

Simple job replacing kitchen faucet. Scheduled next day..arrived on time...job finished quickly. VERY HAPPY!

Jason M.

08/04/2022 12:00:00 SA

Needed my water heater replaced, got a couple quotes. They were the best by far. Jason was very helpful with the process. He was very efficient in changing out the water heater. I am very happy how it turned out.

Jodie F.

7/16/2022

Do not use this company. Brand new AC and we have issues every year. It is 112 out side and our air went out AGAIN. Now this unit is now 3 years old still having issues no air unit is down we call them it is July 16 and they tell us they can not come out until Aug 1... her excuse well you no longer have a warranty and no one is available. Really! So if you have no warranty they make you wait no matter how hot it is.

Amy N.

06/12/2022 12:00:00 SA

My original AC worked for 21 years. I replaced it March 2021 even tho still working. Last week the motor went out on Friday and upon calling Chas Roberts I talked with Adam who told me that since I did not purchase their extended labor warranty ($1,150) they could not come fix it for 5 days minimum. He said if I'd bought the extended warranty they could come tomorrow. When we told Melissa that we had a baby and small child here she said well if something happens to it, it won't be our fault. I was in disbelief that this company:
1.would not have emergency appt slots
2.would not take responsibility for their install.
3. Would talk about my family the way they did. Adam even told me to call pro skill and we did. They promptly came out and turns out our motor that was installed was used and not new like it was supposed to be. We paid for a new one.
Chas Roberts will be hearing again from me.

Jordan R.

8/28/2022

Our HVAC unit was making a lawn mower type of noise, called chas Roberts and the lady said they couldn't get anyone out there for 10 days and to go ahead and keep running it (our house is a new build and not even 4 months old, builder is contracted with Chas Roberts) 3 days before them coming out our unit was no longer blowing cold air. Called Chas and they were able to come out that day because now it's an emergency and the gentlemen who went up there to check it out basically said we need 3 new parts for the system and the reason for our system failing was something to do with installation.
So apparently these parts were expedited. Gave us no estimated time, aren't treating this as an emergency situation and it's in the middle of summer in Arizona! This happened on august 19th and is now the 28th. No one should have to go without AC in their house for that long. No communication from Chas Roberts and we keep calling for an update and they give us no detailed response or no estimated time. They had a lead tech come out to see if any of the parts were salvageable and basically told us the same thing the first guy came out saying 3 parts needed to be replaced. Lead tech was going to see if they had a unit with the parts to replace so we could have a working AC again but did not hear back from anyone about that and it feels like they're just toying with us.They call us an emergency situation but they are not treating it like one!!!! Horrible company! Will not recommend Chas Roberts to anyone!!!

Barry B.

8/15/2022

Any one in Arizona that has an AC problem in August panics if their AC stops working. At 10pm on Sunday night my AC stopped working. I called Chas Roberts at 10pm, they were so polite and helpful. They could not send anyone out that night but assured me someone would call in the AM. At 5:36am someone called me, I called back, and they informed me someone would be at my home between 3pm-7pm, that day. Mario called at 3:05pm and stated he would be there in 20 minutes. Mario arrived and was able to tell me in minutes what was wrong and had it fixed in a short time. He kept me informed and explained everything he did. I cannot tell you how great they were, I would use them again in a second.

Sara F.

04/05/2021 12:00:00 SA

We have been trying to get them out to our house for 3 days. We get the run around repeatedly. We are working from
Home with our small kids and bulldogs due to Covid. This is absolutely ridiculous and unsafe.

Carin B.

6/27/2021

In 2020 they installed a brand new 4 ton AC on my house. A year later the control board went out. Left me with a hot house and a 3 week wait to get service. We have a medically compromised senior in our home. They said sorry but they don't have an emergency response nor do they triage calls. I am so sorry I ever did business with them. Never again!!!! HORRIBLE CUSTOMER SERVICE!

Chris H.

5/27/2022

I cannot recommend this company. They installed the HVAC system in our new build home in Mesa. Their service during the limited warranty period was adequate. At the conclusion of the warranty, my system was experiencing issues and the earliest availability was 14 days. The service tech's diagnosis was that the thermostats were faulty and needed replacing. Estimated total for repairs/parts/labor exceeded $700. I arranged for a diagnosis from another local company, recommended by the equipment manufacturer Carrier. That tech arrived the NEXT day and found an issue with the ducts and vent dampers, NOT the thermostats. Total for repairs was $225. I later heard that Chas Roberts technicians receive a portion of sales of thermostats. Chas Roberts overcharged for the wrong solution, so I cannot recommend their competence, their integrity or their value. I only rate 2 stars for their adequate service during the home warranty period.

Mason F.

6/28/2021

The exhaust fan in my bathroom started making noise and I called Chas Roberts to replace it. They sent one of their A/C techs out and he told me the bearings in the motor were bad and he'd have to replace the entire fan assembly since the fan motor wasn't available by itself. He gave me a quote and I approved it. I figured that would be an easy job but it took him 2.5 hours and he then told me there was a problem. The hole for the fan housing in drywall of the ceiling was cut too big and as a result the new grille cover didn't cover the hole.

I asked why he didn't use the original grille cover and he said the plastic part the clip attached to had broken. The grille that came with the new fan housing was a different design, smaller and the plastic slats were broken in a couple of places. I'm not sure if it came that way or it broke when he was installing it. As a result I had a 1/2-inch gap between the edge of the fan grille and the rest of the ceiling.

He told me that he'd order a replacement grill and come back to install it. I paid for the work but never got a receipt, which in the past I received via email.

A week passed and I wasn't sure I'd hear from them again so I checked Lowe's and Home Depot and neither had a replacement grille in stock so I ordered one from Amazon and got it four days later and installed it myself. I thought about calling Chas Roberts to tell them to not bother with the replacement as I had acquired one on my own. However, my wife had turned the fan on and told me it was making a strange sound. I looked at it and it seemed that the plastic grille was vibrating. I tried adjusting it but nothing worked.

I got a call several days later asking when their tech could come back to install the grille so I let them do that and removed the one I had installed and he put the one he acquired in its place and when he turned it on, it started buzzing again. I asked him what he could do about it and he showed me that he was only able to screw the fan housing into only one of the four sides and it had a lot of play. He again said because of the way the drywall had been cut there was nothing he could do. He told me I could call their remodeling department or have a handyman come take care of it. I wish I had called a handyman in the first place. I am sure I could have done a better job myself and I have no training.

I also asked about the lack of a receipt and he said my email address was not on file, which I find hard to believe as I've used their HVAC and plumbing services several times in the past and always got an emailed receipt. I game him my email address and I eventually received it in my email but it was some time after he left.

I've been happy with all work I've had done with Chas Roberts over the past 2-3 years but after this incident I'm not certain I'd use them again.

Lauryn M.

6/18/2021

My husband and I are relocating to Phoenix from Tampa in the middle of the hottest recorded months! My husband is in the process of renovating the house and noticed there were some issues with the AC. We were realistic with the fact that this summer is already brutal and the amount of people needed assistance was probably extremely high! We called around to several places and decided on Chas Robert's, so glad that we did! The tech was not only timely, but extremely reliable and efficient, not to mention it didn't break the bank! We know we need new AC units eventually but he still made the necessary fixes to get us thru without any negativity (which generally doesn't happen with technicians).

We didn't even realize that they do plumbing as well! We will definitely be using them again and appreciate them making this brutal AZ HEAT bearable! We've already recommended them to friends abs family to do the same

Michael G.

7/19/2022

I've had Chas Roberts for over 17 years they were the installers of my original two Air Conditioner and have called them back to Service and replace both Air Conditioners. They have great and knowledgeable technicians and installers I highly recommend this Company for Air Conditioner needs.

Anibal C.

4/28/2022

I bought a new home and This is the company who was contracted with the builder to install my brand new AC unit and not even a year later the AC unit broke down. There was a lot of faulty cables from a rushed job. Some wires were barely connected and making minimal contact. They denied me warranty for not maintaining the unit yet the problem was the poor labor and motor since they did a bad job to begin with. Their prices are way higher than their competitors. I will never do business this this company again. I highly encourage you not to to business with this AC company as well.

Lawrence J.

3/29/2022

Horrible experience!!! Please do not make the same decision I did in hiring this company!!!

LaRay M.

06/04/2022 12:00:00 SA

Craig JR is the best! He is very pleasent, polite, and informative. Very happy with my service appointment today.

Michelle G.

6/24/2022

My hot water heater connections needed to be replaced and I wanted a kitchen plumbing clean out installed in my 40 year old house. Jason took care of both jobs quickly and professionally. I highly recommend Chas Robert's and if you can, request Jason the plumber. Great guy, pleasure to work with.

Dan B.

7/13/2021

Chas Roberts was recommended by the builder 18 years ago. They have serviced my unit a few times, including as recently as two years or so ago.
Now, my A/C - air handling unit has shut down completely, no air, no fan.
House is 100degrees inside and we're in extended heat advisory. I'm elderly and at-risk. Their scheduler cheerfully told me they are scheduling for several weeks out. No matter that I'm a long term, returning customer. Several weeks is the best she would offer. I expressed disbelief - with heat exposure, I probably won't even be alive in several weeks! She whined that their technicians are busy and working until ten o'clock every night.
Awww, gee. How insensitive of me!

Several weeks? I guess Chas Roberts never anticipated they might be busy in the summer.

They will never have to worry about my business again. I'll find someone else who can get here before several weeks . . . or I'll die of heat stroke waiting.

Robbie M.

03/04/2021 12:00:00 SA

The tech was nice when he was fixing a leaking toilet. A couple days after he left it started leaking again. Called a better plumber and he asked me how can Chas Roberts miss this? (photo)
All they did was replace the wax ring but didn't let me know about the water damage, mold, or rot.
I emailed them about this and no response. Worst $225 ever spent.

Justin S.

1/28/2021

TRASH.......Worst experience ever. No business being a contractor. Installed in my brand new home in 2018. 2.5 years and a hole has formed in my compressor coil. Instead of warranty your work for longer than a year. You choose to fuck people with outrageous quotes. 1900 in labor to fix their bullshit install.

YOU ARE A JOKE COMPANY. GET OUT OF THE VALLEY. YOU ARE A HACK CONTRACTOR OUT TO FUCK PEOPLE. YOUR WORK LASTED 2.5 YEARS.

JOSH, Worst sup I've ever dealt with in my life, DISRESPECTFUL.

Jim G.

04/09/2022 12:00:00 SA

We had an Appt. On Saturday April 9, to have our Annual Air Conditioner tune-up, as we have since we moved into this house in 2016. Chas Roberts was the Company that installed the unit, and we have always called them to do the Annual check-up in the Spring. Chas Roberts has always done okay, sending a tech over to do the Routine Check-up. However, this year, a young guy by the name of Luis R., was the tech sent to do the Routine, Ho-Hum deed. Let me tell you, Luis was NOT your ordinary tech serviceman. First of all, he was scheduled to come on a Saturday. Supposed to show-up between 11:00am and 2:00pm. He called about 10:15 am and said he was 30 min. Away, would be there early, would that be okay he says. I appreciated the call, but also really appreciated the promptness, and getting to our house even earlier than he was scheduled to be. The thing that really sold me on this young guy was his politeness, his professionalism, and his thorough check-up, and analysis of our entire Air Conditioning unit, including the transfer unit up in our Attic, which required some second story climbing to perform. He gave me the most thorough, comprehensive review I've ever had on my entire system. He had all the numbers recorded to make sure I got accurate information, and explained the status of my system like no other Tech had ever done, and didn't waste my time or take advantage of me, by trying to sell me something or a service, that I had no idea if I really needed or not. He earned my Trust, and appreciation. I will ask for Luis R, EVERY time I call Chas Roberts, from now on. If Luis ever leaves Chas Roberts, I'll seek out his new employer or Business.
Thank you Luis, you made the Service call to my house a big Deal. I appreciate your Professionalism, and kindness.
Jim Galt
Chas Roberts Customer since 2016

Tommy M.

5/28/2022

This company is a joke. No AC and they say we will be out in a week. Don't buy a home that uses Chas Roberts, complete joke and they are not statement worthy.

Tony D.

10/24/2021

A/C went out Saturday afternoon and by Sunday Noon Chas Robert's had it fixed. Service center that took our call was awesome, technicians that did the work were on time (called us and even came early), friendly and efficient. They got the work done in no time. Best of all, they called it in to their supervisor and agreed to cover all the charges since it was only two month after warranty. Thanks for not having this be a hassle!

Monique H.

2/28/2022

I wish zero stars was an option! If this review helps save someone else from what we went through then it might make our nightmare worth it. We purchased a new construction home last year and Chas Roberts was the contractor used. We moved in Feb 2021 and by May we began to experience physical symptoms. Since it was all 5 of us experiencing symptoms, I knew that it was something environmental causing it. Long story short, we discovered (with the help of multiple inspectors) that our house was suffering from sick house syndrome as well as severely hazardous mold levels due to negligence caused directly by Chas Roberts. Our fresh air system was closed down, restricting proper air flow which led to sick house syndrome. We had what appeared to be a kicked in air handler as well as a very large open hole in our ductwork, a missing fresh air intake filter and several unsealed areas. This resulted in contaminated air getting circulated throughout our home which led to a hazardous environment and greatly affected our health. We ended up spending 22k+ remediating our brand new home, we had to have our hvac unit professionally cleaned out, all carpets replaced, our entire home dry fogged and our contaminated coil replaced in order to create a healthy and livable home environment. We are thankfully feeling so much better physically but now we need to begin the process of detoxing the mycotoxins that are unfortunately now showing up in all of our lab work in response to being exposed to the contaminated environment. Having a trustworthy and quality hvac company is essential in creating a healthy home environment. We highly recommend steering clear of this company for the sake of your health and safety!

Kayla J.

7/28/2021

The fact that these people are still in business is astounding. Like all of the other reviews, we also have a new build that is 1.5 years old. We have had problems with the air conditioner since we moved in. Had Chas Roberts out multiple times and they cannot fix the problem. They have been horrible to deal with in regards to getting someone out, and will not cover anything after the year mark. Well this has been a perpetual problem past the year mark with no resolution. We just had someone from them out last months and are having problems once AGAIN.

Stay away from Chas Roberts! The reviews and poor ratings do not lie.

Brian W.

04/08/2022 12:00:00 SA

Update: the managers called me and explained that the person I talked to was new and that they would send someone out that same night, which they did. The technician explained that my AC was done for. They ordered a new one and came out the following day to install. The managers involved were very professional and sympathetic. Thank you

Alicia W.

8/28/2021

DO NOT CHOOSE THIS COMPANY!!!!!! We bought a new home in May and right away got an error message that our AC was out. Chas Robert came out and temporarily fixed it about 2 weeks after I called them.

Since this time 3 months later they have been to my home with parts 3 times to repair it and all 3 times brought the wrong parts. Each time I've paid someone to meet them there as its a second home and they have never said I'm sorry, or how can we fix this nothing!!!!

Also, its a switchboard that answers the phone and seems to know nothing. They can't ever give you an idea of when a part will be in or an appointment time. When I first called them in May to come out they literally said first opening was in August!!! After raising a little hell they came.

Do not use this company they are very incompetent.

Guenther D.

4/21/2022

Daniel Kiefer is a top notch HVAC technician. Very professional and very personal.

Chuck S.

4/19/2022

Chuck S. Daniel Kiefer came out to my house on April 18, 2022 to service both of my units. He was very efficient and I felt that he was very honest. He gave me my options and took care of the problems. He thought thst he was going to have to do a leak search, but was visually able to find the leaks on both units. Saved me199.00. Thank you Daniel.

Mitch W.

6/28/2021

Do not use this company. They installed my unit in a brand new home with Fulton. They didn't even register the unit. When the coils went out during 118 degree days they couldn't care less when we called and inquired about the warranty. I had to hire my own contractor AZTech mechanical to replace my coil. I was shown how Chaz Robert's had incorrectly installed my unit. I paid 2500 dollars for something that was under warranty. It's so sad when these big companies get your business with their fancy advertising and then let you down when you need them. Again. Save yourself the grief and find a local AC company that cares for their customers.

Nicholas D.

4/29/2022

Update: As of April 27th I was contacted by a rep from the company and they came out the day after and repaired the leak, so I'm back in business with A/C, I have my fingers crossed. Thank you for responding so quickly.

Jimmy H.

9/15/2021

Our ac been delay over 3 weeks and I have a 2 years old toddler. We in Az temperature reach over 100° keep on delaying. They just can't get the part or they just slow!! Terrible service!!!

Love D.

10/07/2021 12:00:00 SA

Giving credit where credit is due... these guys work hot and conditions that can be dangerous, even deadly!
Although I had to wait for the appointment (my issue was not an extreme emergency), it was worth it! The customer service/thoroughness that I experienced from Blas and Freddy was absolutely PHENOMENAL! Big thanks to their supervisor as well, supporting them through a more complicated job.

Way to go and hats off to Blas, Freddy and the Chas Roberts family.

Dacia

Jared O.

8/18/2020

We've been living in a brand new home for less than a year and our AC unit has already broken down. We had no choice but to go with these losers since that's what our home builder (Fulton) required. It's been over 48 hours and they've been to our house THREE TIMES. Our house is over 100 degrees and we've stayed in a hotel for the last two nights. Based on all the reviews I've read on Yelp and Google, it's clear this is a pathetic excuse for an HVAC company and it's amazing to me that they are still in business. Stay as far away as you can from these guys. They're terrible.

UPDATE: Since the owner wants to lie in their response to this. The THIRD visit was when they realized they needed a new part to fix the issue. They said they would have it by the next morning and install it then. I call the next morning for an update and the representative confirmed they had the part but the technicians would not be able to come to our home until 7pm and midnight that evening. It had already been over 48 hours of no working AC. Needless to say, I went off on this guy and long story short, they came much sooner than originally planned and fixed the issue. Hey owner, maybe just apologize next time instead of trying to save face. You guys have the worst reputation out of all the major HVAC providers in Phoenix. No one should ever use you if they have a choice in the matter.

Lauren M.

07/10/2019 12:00:00 SA

Bought a brand new home 2 years ago has two AC units installed by Chas Roberts and we have had nothing but issues with them. We have replaced 2 blower motors, have had Freon leaks, and now another motor for something else today. The kicker is....... they replace the parts through warranty but you end up paying over $200 for labor. Labor for brand NEW units. They tell us make sure you clean your air ducts, run the fan on auto, clean the traps etc do it all and still problems. Leaving me with the conclusion that they buy their products through a faulty distributor. Do NOT use this company. Run as far as you can. They use cheap, broke down, refurbished parts to continue to have to come back and make another sale

*UPDATE: I have never refused any kind of repair on my unit that wouldn't even make sense as I live in a state where I need air conditioning. Secondly we did refuse a repair plan because we are choosing to take our business elsewhere. I must add I don't care if the warranty covered parts or not if your parts weren't faulty I wouldn't need to be paying for your labor every 6-8 months. Also I think as a business owner it's important to teach your employees to clean the surrounding area they did work in, and to be professional enough to tell the homeowner if something happens. Your rep was at my house yesterday replacing the damper motor and got fiber glass all over my husband's expensive shirts. Attached is a picture of a Versace shirt that has particles of attic all over it. Like I said run ‍ as far away from this company as you can

Matthew B.

7/20/2021

Had my AC go out in my new build house and unfortunately this was the vendor they chose to warranty the AC and Plumbing. This company tried to say that if I had another certified technician complete the repair needed, they would void the remaining 4 years of warranty on my home. THIS IS ILLEGAL. There are laws in place and companies CAN NOT tell you this or void your warranty for this. I am beyond annoyed at this company after they told us they would take 8 days to fix our unit and wouldn't allow us to use another company. I wish I knew back then what they were doing was illegal. My wife, 2 cats and dog and myself all had to suffer in the July heat because this company illegally said I wasn't allowed to have another company repair if I wanted to keep my warranty.
I ADVISE ANYONE LOOKING FOR REPAIRS/MAINTENANCE TO LOOK ELSEWHERE. This company is very SHADY. They have no morals and do not care for their clients. They would prefer we suffer to make an extra few bucks.

IN RESPONSE TO THE REP THAT REACHED OUT -

That is funny you guys are calling me a liar now. Why would multiple people say the exact same thing in the reviews? You guys are so dishonest and shady. I would NEVER recommend your service to anyone.

Johnnie S.

4/30/2021

This must be the worst Contractor in Phoenix. See the other reviews. My experience is the same. Over promise, under deliver. While the tech when he did show up was polite, and respectful of my property, the office staff, call center personnel, supervisors were horrible.

My warranty work was scheduled 6 times over 2 months before they actually showed up and worked on the unit. Is it fixed? really I am not sure.....

My experience is much like others when dealing with the company over the phone.
#1, no work is scheduled sooner than 2 or 3 weeks out? Really?
#2, they say they have all kinds of protocols and procedures in place to communicate with the customers and keep you informed about your service day, time, and if late or on time. HA , HA, HA... this was never followed in my case and I assume by the reviews others experienced the same problem.
#3 Actually had Adam a manager THREATEN ME (I have transcripts of the voice mail). This seems to fall in line with the responses I see here from business development manager/ or whatever her title is. Wants to argue with you and tell you that you should be happy
#4 Actually surprised Roberta Sissie Roberts Shank
President & CEO has her picture and name on their website. With such a bad operation I would think she would be afraid people would recognize her on the street and confront her. Maybe she goes out in disguises.

Bottom line, you can get just as good service from a homeless guy with no experience and it will probably cost you less.

Just my experience
J L

Amanda G.

6/21/2021

Chas Robert's installed an AC unit in my parents' new build house two years ago, and now the unit is broken. BOTH of my parents have blockages in arteries in their hearts that they are receiving treatments for and they could easily have heart attacks. The AC unit is locked by Chas Roberts so no other company can even work on it, but my dad called Chas Roberts and the operator told him to call someone else and literally hung up on him!!! If either of my parents has a heart attack I will file a wrongful death lawsuit against Chas Roberts. 10 people have already died from heat related causes in Phoenix this year! How dare they put my parents' lives at greater risk! The owner ought to be ashamed of herself.

Teresa R.

05/10/2021 12:00:00 SA

What a ripoff. Chas Roberts aggressively markets their semi-annual checkup program (at substantial cost) -- but when you call to make your semi-annual appointment, they have no availability for 3-6 months. So, they don't really offer a semi-annual program. Unless of course, you can schedule your work life out 3-6 months to know what 4-hour window you'll be open on their next available date. Beyond dishonest marketing.

Joanna M.

6/29/2021

Worst customer service ever! So rude! And, they don't take any ownership of their poor craftsmanship or long delays in hopes we will go away! Shady business practices, falsifying documentation of work orders and repairs. Delayed communication in what the issue was 3x while he was at our house. He kept going to talk to his supervisor to work different angles to get us to pay. He didn't do anything per the notes. Yet, when he left, the A/C miraculously works!! At one point, he even blamed my dirty filter (which is changed out per recommendations). I will leave out the part of the inside information I was given by the tech. Do NOT use this company. They have two stars on YELP for a reason!

Ken W.

12/07/2020 12:00:00 SA

I have always used this company to work on my ac unit. They were the original installer for my home. They always took excellent care of my ac/ heating system. That is why I purchased a new one from them last year. The system is constantly needing work. Stopped working several times during summer and isn't working now 12/06/2020. They can never make a same day appointment So be prepared to perspire during summer and freeze during winter. The customer service is extremely poor. They don't seem to care about the client at all anymore. Its sad , because I really liked this company. I don't know what has changed there internally, but I would never refer anyone to them now. Bad service!!!!
Today's date 12/07/2020. They don't know when they will have my heat working???

You May Be W.

8/19/2020

So, yes you got me a date of Aug 19, 2020 instead of Sept 2 or Aug 26. Thanks. Now, the appointment window expired 2 hours ago. yes you called to say you would be a bit late but now we are sitting at 6pm. Wonder what time they will actually show up? I am also keenly waiting to see what they bring/do to fix the issue, as the lady on the phone stated they are going to replace the pad. Its talking to my phone so doubt that is the issue. We shall see.

Not sure why my update will never update but here goes again.

The tech showed up later that night and suffice it to say it was not the pad, as I already knew, and upon inspection determined that the pad was incorrectly wired at install AND they had cut a wire bundle when they pulled the new wire to the unit at install. Had to have known because he spotted it instantly when checking the wires. More I could say on that point but what would be the point. Had to have tech out to balance the unit because it was done incorrectly when installed, so this is the second issue.

So, to recap. Sales Representative first class, professional and without his help I would be sweltering until a week from now. Drywall and maintenance team first rate, craftsman did a wonderful job. QA, not sure how he missed the wiring issues. Tech support, when someone has a brand new system installed try to figure out how to help them without us having to go around you. Tech staff, all nice, some very good at what they do and others learning, not their fault.

Leave you to your own decision.

Kim C.

02/08/2022 12:00:00 SA

If you dont have to go through Chas Roberts, don't! We have a brand new house, built in April 2021. Our heat was not working so we contacted our builder. They came out and it was an issue they could not fix, so they contacted Chas Roberts. A technician came out on January 3rd. He was at our house for a couple of hours. He was able to fix the problem. I could hear the heat go on. Yay! But wait... He said he was going to check the vents and the wiring. While checking the wiring he broke the zone board!! Accidents happen, I know he did not mean to do it, but now the heating nor cooling works in our house. He said he put in a rush order for a replacement part and assured me someone will be out shortly to replace the zone board.
I assumed they (someone from Chas Roberts) would be contacting me the next day. I assumed incorrectly. I had to contact them only to find out there was not a rush order and there was no eta for the part (zone board). They said they would call me when the part came in. I had to call again on Jan. 13th because I had not heard from Anyone from Chas Roberts. The lady said they expect the part the first week of February. They again said they would call me. Well, they called me a few times the last week of January. The reps said the eta for the part is February 7th. So, on February 7th I waited for a call from Chas Roberts, they did not call. So, at Noon I called them. I was told There is not a new eta for the part, so that's a good thing. Shipments come in throughout the afternoon. I asked if someone would be calling me or would I have to call back again? She said someone would call. I let her know my frustrations, it was near freezing temps last week and the house is freezing at night and in the mornings. She kept saying she understands, but there was No sense of urgency, no apologies.
I waited all day/night for a call from Chas Roberts... NO one called me! I contacted our builder this morning (Jan. 8th) to let them know what is still going on. They contacted Chas Roberts for me and was told the part is not in and there is no eta! Unacceptable! There are Numerous new builds in Arizona... you mean to tell me they cannot take a zone board from another house and replace ours?! I know there are shortages everywhere but I know there are ways to get tasks accomplished too.
I feel the only way to get things done now is to take to social media. I hope this does not happen to anyone else!

Cynthia J.

2/15/2020

My home is four years old and just to be safe we have had Chas Roberts come out

every six months to do a general inspection. They were the company that installed

the unit for the builder, Taylor Morrison.

Until now I have had no complaints as the unit has worked well and the techs have

seemed to do their due diligence inspecting the unit. The tech would sometimes try

to up sell us on an improvement, sometimes we accepted, sometimes not, after we did

some research on their suggested improvement.

This time the tech suggested we upgrade from a 20x25x1 filter to a 20x25x3 filter.

It is thicker so it lasts longer and may pick up more debris than the thinner filter.

I was out of town at the time but my spouse accepted the suggested upgrade and the

tech installed the new filter.

Upon arriving back in town I checked the invoice and saw a charge of $158 for two

filters. I went to Home Depots website and found a similar ( actually better )

filter sold two for $41.75. This filter was thicker than the one the tech installed

and has a higher MERV rating. The higher a MERV rating the less dust and particles

can get through it.

I expect a 20-30% markup on a product they install, but not almost 400%! Keep in mind

installing it is just pushing it into the slot in the ceiling and takes 30 seconds

on a ladder.

I called the company for an explanation and was double-talked by the manager. His

basic response was nobody forced your spouse to accept our recommendation or price.

I informed him I would be changing vendors for my future needs and as I will living

here for 30 more years - did he think the $100 overcharge was worth it? No reply.

My hope in writing this is my friends and neighbors will be diligent in checking the

work that is done, whether it is truly needed, and the price being quoted. My

experience with this vendor is they need to be watched very closely by their customers.

For more customer experiences with this company I would encourage everyone to go to

the internet and check YELP and Google reviews so we can all make educated choices

on whom we hire.

Courtney M.

08/04/2021 12:00:00 SA

Chas roberts is who installed an AC unit into our brand new home last October. Unfortunately after only 9 months living here the AC stopped working in the middle of the night on one of the hottest days of the year (of course). They came out today and got it all fixed up and good to go in less than an hour! The guys were fast, communicative, and made sure to check everything 2-3 times to make sure we are good to go! Thanks guys! - Lumbreras fam (including the pups)

Bart J.

06/08/2021 12:00:00 SA

Worst experience ever with a contractor/hvac service ever.
It's been years since they did a shoddy install of a new system and we still deal with the issues. Horrible communications from ownership. Would not return calls. They had to make multiple trips to fix issues from install and each one cost ME time and money as I was away from work.
I strongly urge to avoid this company.

Jessica K.

04/05/2021 12:00:00 SA

I am extremely unimpressed of this Company and service it has NOT provided. My AC went out Friday 4/3/21 and I called for an appointment and got 7pm-12am Sunday 4/5/2021. I have two toddlers and 5 dogs. I need my AC to work! I have a warranty and my AC is less than 2 years old. I waited Sunday all night for a tech that I was promised and never received the 30 minute prior text so I called the emergency line and was told they may be after midnight! Unacceptable since we work at 5am! 9pm rolls around and we were told they are passing my information along and would get a call back immediately. 12am comes still no reply, called and was told they can't pass information, there is no supervisor and to wait. Well here comes 2am and guess what?? Still nothing!
I called at 7am this morning and got an appointment for 12pm-4pm, and low and behold guess what?! Run around city again! I kept calling and seeing where the tech is and if there is a manager to talk to and nope! Finally at 4:45pm I called and was told the tech is on his way! Hooray!!
Tech arrives at 5:05pm, sits in his truck in front of my house until 5:30pm, came in and said oh we can't fix this the part isn't carried on our trucks and I will have a manager call you! Guess what??!! It is 8:51pm and still NO CALL from a manager or any idea what is going on!!! I hate leaving bad reviews but at this point it is ridiculous and I am tired of the heat and getting NO ANSWERS! So if a manager or the CEO would like to call me and tell me what is going on and how we are going to fix this it would be great and I will take this down! My fiancé and I work from home and my small toddler kids and dogs are over this heat!

Mike S.

7/28/2021

Terrible communication and quality of service. I have been stuck with this company as my builder does their warranty through them. They stranded a pregnant woman and 1 year old baby in 100 degree weather for 48 hours. I am stuck with them but would recommend NO ONE EVER CHOOSES THEM!

Brenda S.

02/09/2020 12:00:00 SA

This employee cut me off when I was backing into a spot at to use the vacuums after I had completed my Paid car wash. He didn't even get a car wash just came in to use vacuums. I honked and was waiting for the spot, he starts yelling at me to get the f*** out of his way and when I tell him he cut me off, he continues to yell and curse at me using the f word. I called and reported him and still no call from a supervisor. Because of this rude behavior, I WILL NEVER USE CHAS ROBERTS FOR ANYTHING!! Beware of this person. Apparently he thinks it's okay to talk to females like this. If this is the kind of people Chas Roberts hires, no thank you!!

Elena S.

5/13/2021

Update on my review- and the business owner does not need to respond as you all have been anything but helpful.

My home builder has been trying to get Chas Roberts to fix a problem that they have failed to identify the 3x they were out in a year. Chas Roberts wont unless I pay for labor. WHY ON EARTH WOULD I PAY FOR LABOR FOR SOMETHING YOU FAILED TO FIND?!?. Needless to say they wont own up to their incompetance and I have found a better company to do business with. Their techs are incompetent and just stay far away from this company.

Mark A.

7/20/2021

Been using them for 20 years and every year they got worse. Finally I called today to say my ac is not working and they told me the soonest telnet could get here was 10 days from now!
They must be kidding who could wait without ac in this heat.
Will never call them again!

B L.

08/06/2020 12:00:00 SA

They performed a very sensitive repair on my air conditioning réfrigérant line that was leaking. The leak was very close to the house so the risk of fire was high with torching. I called three other competitors and none of them wanted to work on it. Price was high but got quality work so no complaints.

Taking off one star as the first tech they sent was arguing with about rain forecast for ~30mins and didn't want to do it. I showed him the rain forecast but he didn't budge in. It didn't rain that day.
I'm glad he was booked with another appointment the next day as they ended up sending me another tech that did the amazing work. He was quiet and calm gentleman and not once did he fuss about the complexity of the repair. I will definitely ask for him for my annual maintenance.

Julieann B.

05/11/2021 12:00:00 SA

To Erika R.

I have contacted your office multiple times. Your office staff will take our information, then ignore my complaints and dismisses me without any help. They have 0 customer service skills and demonstrate 0 concern. At least they can ignore my calls in comfort because THEIR A/C works. I am now on service call number FIVE. I will be requesting a whole new unit and air handler for this BRAND NEW HOUSE because something more than a fuse is blown which seems to be the go to scapegoat excuse for poor installation and repairs. My next course of action will be reporting this to the Better Business Bureau.

Fred A.

6/22/2021

I have had really bad luck with these guys, the house I live in and own was new had lots of issues with the Heater system they installed it was installed in a new home and never tested from the start.
Their customer service is horrible the 1 yr and four month old central air when out totally quite. They gave me a week to two week time frame to come and work on it. I ended up calling another repair company.

Sue F.

4/18/2021

We are proactive people so we contacted Lennox as it was their A/C unit.
Lennox was quite helpful. They checked our unit numbers and found replacement compressor. They had units in both LA and Sacramento. We contacted both Gehan Homes and Chas Roberts about the part. Two days later part was received. Now scheduling was a problem. Two agents told us that their earliest appointment was 10 days out. Not acceptable. We complained and finally was scheduled 3 days later. The tech that came out was great but he was given the wrong compressor. It belonged to the house next door that has a bad compressor. The tech returned to the office and brought back the right unit. The unit, when he left was cooling nicely, we are hoping it lasts.

Danny J.

5/17/2022

I have had Chas Roberts AC come out to the house on multiple occasions to service and maintain our two AC units and air handlers. Each time they came out they were clear to point out the problems and recommend a plan to correct the situation. On all but two occasions I followed their advise. On the two occasions, I determined that I could order the replacement capacitors and replace the ones on the units outside and I also determined that I could order and replace the power supply in our Honeywell Electrostatic Air Cleaner. When I ordered the capacitors and had Chas Roberts out later under their CAP program, the tech showed me a puffy capacitor from one of the furnaces in the attic and while he went to check on the other unit I found the two capacitors I had ordered and just handed it to him and he replaced both of them saving me time from doing it myself. Another time a tech came out to investigate why my breaker was resetting itself and suggested I just I buy one at the big box store rather than wait for another truck to bring one out to the house and I did that as well. Our units are now in their 21st year. I don't think they will last much longer but I hope they do. Chas Roberts did the original units and maintained them periodically under the CAP program. The last time the tech showed me exactly what he did and I did the same after that.

Jimmy T.

6/17/2021

We bought a house that had all of the ductwork installed by Chas Roberts, and needless to say the work done was shoddy at best. Because of how the ductwork was installed you can experience all four seasons in our house depending on which room you are in.

Kyle R.

9/13/2021

Our Zoned AC in a brand new home has had multiple issues from day 1. First a damper motor burned out, but took two visits by technicians to figure out the problem. Seconds, the zone controller board failed, and the part took time to special order and a second visit to install. Now in the unusual heat wave are having, the AC goes out again. The first tech shows up on Saturday (Sep 11 after being told they had no one until Monday Sep 13 and my complaining this was not acceptable). He changes a run cap on the condenser and notes a glitchy thermostat. None of which could have caused the air handler to quit running. I was told that the condensing unit could not run if the air handler was not moving air. The system seemed to recover after being down for 6 hours and worked in front of the tech, so basically nothing was corrected. On Sunday Sept 12, the system went down and I made a video of the air handler being off and the condensing unit running. I get a call asking why another tech is needed since the prior tech said the system was functioning normally. I told them it wasn't running at all now. The second tech cones, the system is not working in front of him, and after 30 minutes reports that the blower motor in the air handler has failed. (So the very circumstance I was told could not happen did..) Then I am told the part has to be special ordered. Not sure when it will be here. I call this morning and they say maybe by Wednesday (Sept 15).
Now you would think that a smart business would carry a supply of system critical components such as compressors, fan motors, controller boards, blower motors, as if these fail the system will not work.
My wife and I work from home and have pets, so several days working at home with computers producing heat (and we are not young), is quite intolerable for us physically. We spent a lot of money on a new home and to have multiple AC failures is inexcusable.

Also, I can confirm that the comments that they tell you if you have anyone else work on their products, it voids the warranty is absolutely true. So, if they try on here to say no we didn't, they absolutely have said that exactly. This system is going to be a major headache and very costly soon. Their warranty is like having health insurance with emergency services, but all the ambulances are special order and your emergency has to wait and the money you spent on insurance is taken and your insurance is canceled if you call another emergency service. I think a class action suit should be started, are there any lawyers watching this list?

John O.

04/05/2021 12:00:00 SA

If I could give a worse than one star I would. I'm in a brand new home and the a/c won't come on. Called for service; they told me Friday 7pm to midnight. At 11pm they call and say they are running late. So we reschedule for Sunday 1-5pm. At 6pm still nothing. I call at 8pm and I get the answering service and they tell me they are gone and will call me next business day. So I call in the morning and now they are telling me wednesday is the first available. What? Why wasn't I just on the schedule in order from Friday?

Chaz Roberts is a flat out joke. Do NOT do business with them. They are the worst!!!!!

Desirae R.

03/06/2021 12:00:00 SA

We had our A/C unit go out in the summer of 2019. We were under warranty, so the contractor was Chas Roberts per usual. Our first appointment time was a no-show. The second appointment, they replaced the motor, and it went out a day later. The third appointment, they showed up 12 hours later than stated (in the middle of Arizona summer). The next day, woke up to rattling and a loud bang and violent scraping noises. Long story short, they blew out 3 motors, damaged the housing unit, and one technician shocked himself and fell through the drywall. Chas Roberts said they would send someone to fix the damaged drywall, and never did. When installing the last motor, they said the previous technician didn't secure the motor correctly which resulted in it falling and damaging the housing unit causing sparks that ultimately could've resulted in a house fire.
After replacing that motor, they refused to replace the housing unit because it was still functional. We didn't think we had any problems after that because we trusted their word. Fast forward to this week, we discovered there was no hot/cold air flowing through the downstairs ducts. We're no longer under warranty with Chas Roberts, so we hired a trusted company to troubleshoot. What they discovered in the attic was a rats nest of poor wiring, damaged furnace components, a cracked heat exchanger, resulting in a carbon monoxide leak. We just called them to tell them they need to be held accountable, and they said they can do nothing but charge us to come look at it and give us a deal on parts. The representative pretty much told us that we were lied to by previous technicians but still did nothing to resolve it. We're now out $2000+.
Chas Roberts has uneducated technicians and poor communication that could result in your home and family in danger. DO NOT work with them if you can help it. They will only do more damage than good. Find a trusted family business elsewhere and save yourself the trouble.

Robert G.

12/09/2021 12:00:00 SA

Brand new build lived in the house for two years and there has been no problems with heating and cooling. So no need to do anything and look at anything then all of a sudden thermostat his dead and nothing working. I go up to trouble shoot an in the air handler is a 3 Amp fuse that chase Robert's put in. A tech from chase Robert's comes out says he pull on the thermostat wires that went to the ac unit because sometimes they get pinch and instead of putting a 3 Amp fuse back he put a 5 Amp fuse. This is a little suspicious in my book. And the charged me 85 dollars why did they not put a 5 Amp fuse in the first place and if the wires get pinch why don't they do the do diligence to pull back on the wire to relieve pressure. Are they doing this to get an extra service fee that take 5 min to repair. Or is their repairman just that lazy to do the job right make it work with a 3 Amp fuse

Daniel E.

06/04/2020 12:00:00 SA

Chas Roberts installed our AC unit when we built our house 2.5 years ago. Our AC is acting up and won't put out cold air. Not good. I called Monday to set up an appointment, got scheduled for Wednesday evening from 7PM-12AM. I have a 17month old daughter and theirs no way I was going to let her stay in the house without AC. So my wife got a hotel for a few nights with anticipation of being able to come back to a cooled house Thursday morning.

11:20 PM Wednesday night I still hadn't got an update about my appointment so I call in to Chas Roberts to see what's going on. The person who answered the phone was polite and sent a message to find out what was going on. I wait an hour and still have not gotten a response, by this time my house had gotten up to 94 at it's highest. It's now 3:15 AM and I've called 4 times total. Still have not gotten a response about what's going on. At this point I am going to have to get a hotel for my wife and daughter for another night. I would of been better off paying some random emergency 24 HVAC company to come out. They may do great work but I doubt I'll ever find out at this rate.

J W.

11/10/2021 12:00:00 SA

They came out to fix the AC unit in my new house. Jordan the technician was amazing he did a thorough job kept me updated on his progress cleaned up everything before he left and the unit is working great. I would highly recommend them

Sagal I.

04/03/2021 12:00:00 SA

Thank you to Pete at Chas Roberts who help repair my AC today, he made me feel confident that the same mistake wouldn't happen again. I also will be a getting a new unit and 10 year warranty due to the malfunctioning unit that was installed when my condo was built.

Eduardo B.

05/08/2021 12:00:00 SA

Chaz Roberts is the contractor that was utilized for my new build and boy you get what you paid for! I called for an emergency repair for my AC unit and was told that the first emergency repair appointment was in ten days!!! Are you kidding me?? Ten days without AC when the temperature is starting to be at triple digits. It's the 8th of May and they can't have anyone come out until the18th of May!! Ridiculous!! I went with Parker and Sons and just like their commercials they had a repair man out to my home in 20 minutes!! I'll use Parker and Sons for my future needs and remember, there won't be any Melvins on the job!!

Bill S.

9/27/2021

They don't honor their commitments, they don't provide timely service, they are very unresponsive, and you can't trust what the employees tell you.
At first, we had good luck with them maintaining/fixing the main A/C under warranty from new home construction. However; June 11, 2021, my mini-split unit stopped working. They couldn't send someone out until the end of July. The technician said the compressor was bad, and he'd get back to me with a price. I waited a week and 1/2, and did my own search for the compressor, and finally called them since they didn't get back with me. They finally gave me a price for the part over 3 times what I could get it from from a number of reputable firms. I told him that's what I was going to do and he told me that was a good price and let them know when I got it. It took another week and 1/2 to get it here (now mid August), and I called to schedule. The earliest they had was Sept 27. There were several emails & text to confirm the appointment. On the day of the appointment, someone called and said they couldn't install the unit because they didn't buy it. I talked to several people, including a technician who was fine doing it, except he didn't know what to charge. I finally spoke with Ozzie Brixa, the supervisor who canceled the appointment, and said the original technician was no longer with them and the one that scheduled the appointment was new. He wouldn't honor the commitment those employees had made. The bottom line is that they strung me along through the heat of the Mesa AZ summer, I had to get the compressor myself, and after all this time I need to find someone else to install it.

Jason R.

05/06/2021 12:00:00 SA

THE ABSOLUTE WORST BUSINESS EVER

We built a new home a year ago and the home builder used Chas Roberts as the AC/heating contractor for the home. We moved in over a year ago and noticed the house was not cooling properly. We specifically noted a back bedroom with an AC sensor was very hot. Once we got Chas Roberts to come out, they realized when they built the house they never hooked up the sensor. A few weeks later the AC on one side of the house went out completely in the middle of summer. Chas Roberts said it was not a priority since one of the two ACs was working. They took 5 days to come out. Always the same excuse, short staffed and a guy called in sick. The call taker was absolutely rude and offensive. Made us take a picture of the thermostat to prove it was not working. My children had to move out of their bedrooms and slept on the couch, in a brand new home, with a brand new AC!

Long story short they fixed the AC (that was only four months old) but the house has never cooled properly. TWO appointments later and they never showed up to either appointment, never called, never showed. Was told guess what, a guy called in sick short staffed. They then wanted to set an appointment window between 8pm and MIDNIGHT. it was the middle of the week and my little kids had school and I had work the next day. They never scheduled a reasonable appointment. Never called, never showed up.

Then comes winter, guess what? NO HEAT. The problem? Never hooked up the heat when they built the house, Surprise! Now we are back to summer and you guessed it AC still not working properly. Found out they forgot to install the additional sensors the thermostat was connected too. 14 months later AC still not working. And TODAY, AC on the other side of the house NOT working.

AVOID THIS BUSINESS AT ALL COSTS. If you build a house and they are the AC/HEAT contractors, don't buy the house

Matthew G.

5/21/2021

Terrible service! I have had them out to my house multiple times for he same issue. A strange noise in a 2 month old AC unit. Finally the 3rd or 4th guy came out and discovered it was a faulty valve. He came back in and told me it was fixed. The next day the noise was back, I decided to go out and look at the unit. His fix was to wrap a broken/faulty part with black electric tap. The next day they had to send another guy out to proper fix/ replace the valve. I called Management with my concerns and his response was he is glad it is fixed properly now!! I have only given them 3/4 shots and taken time off of work to have it fixed properly this last time. They are all suppose to be licensed and trained; I do not know any AC tech that would put black electrical tape on a AC unit and call it fixed.

Andy M.

7/26/2019

PLEASE READ
DON'T USE THIS COMPANY !!!

I had used Chas on two homes. I am actually sadden to write this review. If I could, based on my recent experience, I would give no stars.
The sales team is ill informed when it comes to selling and informing a customer on what they actually need. In addition, when I tried to have a professional conversation, I was spoken to not with and they were completely unapologetic about their mistakes. Regardless of their selling me a unit that did not meet my original request, I was made to feel as though their solution fixed my issues so I shouldn't be bothered by their not meeting my expectations or that they eliminated my choices. Their solution was basically, we will return your unit and you can decide what you want. How ridiculous!!!! Really, we are taking our ball and going home. No consideration for my time at all!!!!!
Don't use this company!!!!!

Vickie S.

9/27/2021

Will not help you once the new unit is installed. No instruction manual provided. They give you the manufactures tech support number rather than help you.

Joe M.

08/07/2019 12:00:00 SA

UPDATE- we were promised on Saturday, 8/3 by Michael Cartwright that we would be receiving a call from him on Monday, 8/5 since we have been with Chas Roberts since 2001. It is now Wednesday, 8/7 and Chas Roberts has not responded to our voicemails. I understand issues happen with ACs (100% their fault that a wire was initially installed wrong and the inspector did not catch it either was our latest issue). But being promised a phone call and for us to have to reach back out days later only to be ghosted has revealed that their poor customer service is only paired with lying. Shame on you guys!

We spent almost $10K in December on a new AC unit through Chas Roberts. 7 months later (in the middle of AZ summer) our unit broke. Chas sent out a guy named Callen who berated my wife and I for not changing the filter every 15 days. He left and our unit broke again that night. We begged for a different tech to come out who explained everything the first tech did was wrong and he, fixed it. Welp- 3.5 weeks later and my wife and I are sitting in 85 degrees on hold for an hour because Chas Roberts IS THE WORST COMPANY IN THE BUSINESS. Do yourself a favor- spend your money literally anywhere

Patrick F.

8/15/2019

A/C only dies when it's 110°. I used the online service request form at about 9pm and by 11am the next morning they were here for service. Of course I needed a new unit but they got that ordered and came the next day for the install.

A special thank you to our service stud Christion. With a gun to my head I wouldn't go into the attic on a 100+ day. This guy worked like the energizer bunny up there all day, non stop, to get the unit installed. Chris rocks!!!

Such good service I bought their service plan, a very reasonable cost to keep my equipment running. And to be a Chas customer for years to come.

Lisa C.

8/22/2021

This company is terrible. We recently bought a brand new home. Our AC unit is not even a year old. Last night, the upstairs unit went out. After calling the emergency line, they said the soonest they'd come out was 5 days from now. Living in Phx AZ in the summer for 5 days without air conditioning is not manageable. Especially with two small children. No matter how high we escalated our request, they would not come out sooner. I would never recommend their products. Be careful buying a home with their products as well. Terrible business with terrible products and customer service.

Branson C.

01/02/2021 12:00:00 SA

If I could give zero stars I would. Do not use. They will waste your time. I have scheduled service calls with Chaz Roberts twice now that they have not showed up during the four hour window they gave me. Both times they called me to tell me that the technician was going to show up outside of the 4 hour window. They have no respect for your time. They force you to reschedule weeks later while the unit is broken. Horribly run company.

Shane S.

8/28/2020

Not happy at all with Chas Roberts. We have a new custom home that we've lived in for a year. They have been here at least 5 times fixing broken parts on air handlers and AC units. Most recently (it's August ) it took them 3 weeks to get here for the initial service call. The tech couldn't fix the problem. They had to order parts and now again don't have what is needed to fix the problem. They always send a new technician that has no clue what the problem is when they arrive. Very disappointing and frustrating.

P F.

7/16/2019

We purchased a brand new home from Fulton. Had Chas Roberts A/C installed AC unit. 2 weeks later after moved in AC had problem. Call Chas Roberts to fix. They came in and fixed right away. 1 week later had to call them again and the second technician said the first guy didn't fix it properly. Then we had to call them the third time because he didn't check our ms bedroom area was not fixed. Hopefully, they would fix the root cause the fourth time.

And we just had an update phone call 5 hours later after our window time frame for the fourth schedule that the technician didn't check if he has all parts to fix the issue. WOW!! We have been waited for 5 hours and they just call sorry we don't have enough parts.

Jennifer B.

7/16/2019

Update: the call center manager call and apologized for the confusion. Brandon came out, and he's awesome. He was able to determine that a new capacitor was necessary. Now the house is cooling.

I'm disappointed that I've had these problems with a new AC unit, and I'm disappointed that it took so long to get a tech out here, but the tech was amazing. I'm happy to have a house that's cooling down.

My AC unit was installed in October, and it's broken today, the hottest day of the year. It's 90+ degrees in my house. This is the 3rd time I've had to have them come out. 1st time was in November, and they hadn't install it correctly, so the heat didn't work. Next time was because the AC said cooling, but no cool air came out, and the compressor wasn't running. By the time the tech came out it had started working on its own, and he said that he couldn't do anything about it. This happened again twice. Finally, today, it happened again, but it hasn't started back up. I called the Chas Roberts help line, and they said that they'd send out someone between 7 & midnight. It's one thing to wait all day when the temps are reasonable, but at this point, it's becoming a health issue.

Coury G.

6/19/2021

Absolute garbage company. Only reason I've had to use Chas Roberts is because they installed the system in my new house. In 6 months of my house being completed they've been out twice for dampers failing due to bad install. 8 day response time both times. Today my compressor has failed Saturday 6/19/21 and they can't have someone out until Wednesday between 7pm-10pm!! It's 117 outside today. Customer service was not helpful at all either. I have three kids and dogs that cannot stay in the home now and the lady offered me a $150 gift card after the work is completed. What the hell good is that gonna do?! Im going to have to call another company to come out and void my one year warranty six months in.

Bradley S.

7/30/2019

One of our two builder grade, 16 year old split system A/C units quit working on Saturday night. I called for service Sunday morning and received a service window between 4pm and 8pm that day. Joshua called me at 5:11pm with a 45 minute ETA and he arrived at 6:03pm. I explained the problem as I saw it (the air handler would run, but the compressor would not start) and after a few minutes of checking Joshua told me that at a minimum, the start capacitor was dead and needed replacing. I was provided a quote of $197.50 to replace the capacitor. I knew the capacitor retails between $15 and $25 but I also took in consideration the cost/value of the service call, so under the circumstances, I accepted the quote.

After the capacitor replacement, the compressor unit started right up and the system began to provide cold air.

Joshua checked the freon level and amp reading of the compressor and told me the freon level was fine, but the compressor efficiency was below specs. No other problems were noted.

I was happy with the service call and the outcome.

Frank N.

5/15/2019

Update as of 5/14:

Chas Roberts sent a different technician to my home on Sat 5/4. He was professional, deliberate, and very meticulous with the repair even taking care to vacuum the lines to remove as much of the refrigerant and oil as possible to avoid contamination in brazing. He installed a new coil in about four hours, and immediately after the repair, the unit was blowing almost 30 degrees colder at the vent.

Yesterday was the first hot day after several days of rain and cooler weather. The AC unit is once again blowing warm, and the home cooled off to 89 degrees at 11:22pm. It is obvious that there continues to be a leak in the system despite Chas Roberts' efforts to repair this unit - this time much more massive than before, since the system has lost enough refrigerant to no longer function after ten days.

I called Chas Roberts' warranty manager Michael (who was previously very apologetic and helpful) and left him a voicemail describing the issue. Several hours later, I called their appointment service line and asked to speak with him. They mentioned that they'd give him a message, but I have yet to receive a return call.

Though I appreciate the business manager's reply, there was clearly a leak somewhere in this system since the day it was installed by Chas Roberts. No homeowner would call a company in for service on a less than one year old home. At least, the other company's repair kept enough refrigerant in the system to keep it functional for one year rather than ten days. At this point, my assumption is that there is a leak in the new coil and/or actually in the line set buried inside the walls of the home.

Kellie M.

6/30/2021

Our technician Matt was able to come out 2 days earlier than originally scheduled to take a look at our AC unit that had stopped working. He was able to fix it within 20 mins and had it up and cooling again. Thank you Matt!

Shauna S.

6/20/2021

We bought a brand new home on March 31st 2021 and we have been here for two months and our air conditioner went out already. It blows hot air and the compressor isn't coming on. We reached out to Chas on Saturday June 19th and they told us we had to wait till Wednesday and the only thing they could do it give us a $150 voucher for a nights stay at a hotel. Also if we went through another company we would void our warranty with them. We bought the home through DR Horton and called their customer service but was told to go directly through Chas in which they told us we needed to go through DR Horton customer service. This is the worst experience we have had with an ac repair and Chas should be ashamed we have small animals and can't wait four days till they can come out.

fredrick f.

09/04/2021 12:00:00 SA

It's been seven days and Chaz Robert still hasn't fix my warrantied AC that was installed by them 1 year ago on a new home. It took three days for a technician to come out, followed by two days waiting on a part. The part They ordered ultimately did not fix the problem call them back for a technician to come out the next morning between eight and 10 they said I was going to be first service that morning. It's currently 30 minutes past the service window and still no technician after multiple calls to your company. Customer service is horrible you should be ashamed!

Cam L.

01/06/2021 12:00:00 SA

We have lived in our new home for 1.5 years. Chas Robert's is the assigned contractor for my builder. That is the only reason we use them. They have tried to fix our units 6 times in that time period and its still not working right. . Once we our out of warranty I will never call them again.

Laura S.

07/04/2021 12:00:00 SA

This company is fraudulent. Do not use this company and do not sign up for their fraudulent priority service. Woke up to AC unit not working- not good on a holiday weekend with temps approaching 100+. We are contracted Chas Roberts for priority service for $$$. I was told they could not get out to us until next the next Friday after 7PM (a week away)! When I told them we would have to move to a hotel for the week, they offered a $100 gift card which I, literally, laughed at as it would cost about $700 to stay in a hotel for a week. I understand this is summer and AC companies are busy but, they should be prepared. If you offer priority for a price then have technicians assigned solely to your priority customers or limit the amount of your priority customers. It's not rocket science. And, btw, my husband called and left a message with the call center and his call was never returned!

Jessenia C.

07/03/2021 12:00:00 SA

These guys have been great. Very communicative, sent out a guy a few days early to pre check my situation. We ended up needing to keep my original appointment date for bigger maintenance, but even on the second trip out to my home they arrived early and got right to work! Very friendly and efficient service and respectful of the health and safety regulations during this time. Thanks guys!

Shye S.

07/01/2021 12:00:00 SA

Here we are AGAIN , the 2nd time in the last year and a half that our AC unit stopped blowing cold air. And here we are AGAIN having to wait an ridiculous amount of time to have it fixed. Our AC stopped blowing cold air last Thursday 6/26/21. We called Chas Roberts as that is who our warranty is through and were told we are shit out of luck until Next Thursday. AN ENTIRE WEEK. I understand we live in AZ and lots of AC units are taking a crap , however we called around and so many other AC companies were able to get to us the SAME DAY. But Chas couldn't get to us for a week? Seriously. Here we are a week later and now we are being told no one will be out until 7pm - 10pm tonight. I have 2 small children and a dog that have been suffering for an entire week. Chas does not care about their customers and I will make sure to never buy a home that has a Chas Roberts AC unit again. I will also make sure to spread the word on how awful their customer service is.

James J.

7/30/2021

Business owner Roberta must surely be a Karen. This company is a scammer. For new construction homes, Chas Robert's is installing USED units that have issues before you close on your home. They then tell you it needs a new compressor. And that is followed up with multiple visits over the span of months. Almost every person on my street has an issue. In fact, two trucks are outside right now. I threatened to sue and after months of the run around; they installed the brand new unit I paid for. This company is trash and I believe they purposefully do not resolve issues to keep racking up service calls. It's dangerous to not have AC in the desert but these unscrupulous animals do not care. Now, I will never do business with a builder that uses Chas Roberts again. They are the scum of the earth!

Joshua P.

08/12/2021 12:00:00 SA

Luis was very fast, efficient, and informative. He fixed our AC and had our house blowing cold in no time. He let us know somethings to be careful of in reference to the heat and how our AC unit works!

Henry C.

4/27/2020

Customer service gets a -10. I had made an appointment for an AC checkup. The appointment was scheduled for Apr 27th between 4 and 8pm. I called them the day of around 2pm to confirm the appointment. I was told the technician would be to my home by 8pm. Around 7:30pm I received a call from the technician telling me he would be to me around 8:40 -9pm. I told him that was too late. He said give me a minute I'll call the office. The scheduler called back trying to make me feel like it was expected of me to accept the technicians tardiness as it's hot and their busy. Rescheduling wasn't an option either as they are apparently booked into June. I guess the company has so many customers they don't need my business.

Debbie H.

07/02/2021 12:00:00 SA

I have used Chas Roberts for about 18 years, and they have been great: professional, dependable, courteous, and knowledgeable. Recently, they replaced our air conditioner and furnace, and my experience was once again very positive. Our salesperson, Brandon, was excellent. He thoroughly explained our options, and managed the installation process from beginning to end - reliably and efficiently responding to any concerns or questions. In addition, he has assured us that he will assist us with any future issues that may arise.

Deb C.

9/29/2020

Had counters updated in my house and asked Chas Roberts to reconnect I disposal and faucet. The cost was almost $500. Contacted the company and John of this company offered a $50 future credit. This is absolutely absurd. We use them for air-conditioning and other plumbing work. Never again.

Meghry K.

05/03/2021 12:00:00 SA

If I could give NEGATIVE stars I would! I've had to reschedule 5 appointments because either someone didn't show up or they show up at 10 PM AT NIGHT!!!!! Absolutely ridiculous!!

Urbie D.

8/14/2019

First off, I've done business with Chas Roberts for over 20 years. I give them four stars because they're a great dependable company. Which makes me feel kind of sad given my recent experience with them.

Just putting this out there. You decide about using them for a service call.

I bought two bathroom sink faucets. I needed an estimate for getting the work done. No problem. I visit chasroberts.com/plumbing like I have for a while now to order a call. On that page I see a blurb about No Surprise charges or fees and a Complimentary plumbing inspections. Towards the bottom of the page is a Schedule Service button.

Before visiting this page I knew what I wanted. An estimate on installing two faucets. On this page I see they do a complimentary inspection. I ordered one. Sometime later I get an email confirming the appointment. It contains an invoice saying the call will cost me $49. This isn't complimentary. So I call their support number. I speak with someone who isn't sure about it. I'm on hold a minute or two. The agent comes back saying I need to have a service contract to receive the complimentary inspection. You'll note that nowhere on chasroberts.com/plumbing is there a mention of this. I state I'm going to file a complaint of deceptive advertising with the Better Business Bureau (BBB), which I do after the call ended. When the agent asked me if I still wanted the service call I replied Yes.

So last night I receive an email from Chas Roberts forwarded to me by the BBB. In a nutshell it states I got it all wrong. The coupon states the conditions the customer has to meet to get the complimentary service, including the service contract. The only problem is chasroberts.com/plumbing doesn't mention this. The coupon is on another page.

Before going to chasroberts.com/plumbing to schedule a service call I knew what I wanted. An estimate for installing faucets. The page, at the bottom just above the Schedule Service button, says they do custom plumbing installations. Why go to another page when the call to action I need to accomplish is all right there?

Anyway, their email ended by saying they were disappointed I filed a BBB complaint without first giving them the benefit of the doubt given our many years relationship. The message said I should get another plumbing contractor.

So there it is, my use-case. They didn't give me the benefit of the doubt that their chasroberts.com/plumbing page provided me with the information and call to action I needed to schedule service.

I can recommend Chas Roberts. They do good work in a timely manner and for a fair price. What they lack is the integrity to acknowledge when they're given an opportunity to improve.

James T.

4/29/2021

These people are the absolute worst in the HVAC business. It's difficult to describe how despicable are their business practices and lack of service/quality. They do not stand behind their product. They do not communicate. They do not care about the customer. But they do say have a nice day at the end of the call in which no help was provided. Pissed off doesn't even come close to describing how angry I am with this dirtbag outfit.

Sarah E.

6/20/2018

Update: owner has contacted me on this forum via comment but when I asked for support from him via direct message, I've been ignored.

Chas Roberts is truly the most horrible company I have ever dealt with. I live in a newly built home with a 'new' unit, however, I deal with a broken AC unit every 3 months or so. I have literally had 10+ visits from technicians who 'fix' my unit and then it breaks again. Apparently my warranty is now up even though my home had a FAULTY unit installed from the start. I am now paying for visits from technicians at Chas Roberts who continue to NEVER solve my problem. The only problem they've ever 'solved' is continuing to fill up my unit with more freon which is a concern in itself for mine & my family's health - it can't be good to inhale this stuff on an accelerated basis.

I actually can't believe Chas Roberts isn't in trouble with the law for running a scam. They continue to take advantage and rake in money from innocent customers. I am truly considering contacting local media about my issues with Chas Roberts and their business malpractices so future innocent customers do not have to deal with the same issues that we have had.

I do see that the owner replies to some these Yelp reviews, however, we've NEVER received positive customer service when we call in or when we deal with the many technicians who have come out. I hope that the owner isn't just replying to these negative reviews so that Chas Roberts can look better on this highly visible platform, Yelp. Do the right thing in ALL of your business practices.

Karla K.

05/10/2021 12:00:00 SA

Called them out twice to fix something that was under warranty because it is a new home build... their way of fixing it was shutting off air to the main living spaces.... yeah terrible idea. Never did fix it and just paid another company $750 to finally fix it. Chas Roberts AC cuts corners, has poor customer service and doesn't correct problems they've created. Wish I could give it zero stars. I will let anyone I know they should avoid this company.

Lorraine C.

06/06/2018 12:00:00 SA

*BEWARE* We have a 3 year old Carrier unit that stopped cooling on a very hot Saturday afternoon. Out of desperation, we called Chas Roberts on Sunday morning. The technician arrived on time and called prior to arrival. He diagnosed our issue site unseen based on symptoms and said it'd run us about $125 for the blown capacitor. Great! Easy enough. But not so fast. Next thing I know he's recommending we replace the capacitors on both our units and install a starter kit. I was almost persuaded... Fast forward 15 minutes and he calls me outside to tell me our compressor in our 3 year old unit is dead. It'd be $1500 in labor to fix.

Something started to smell fishy so we allowed him to install the capacitor on the dead unit to avoid the trip charge and sent him on his way.

We then called a local air company on Monday. The owner had us plug the unit back in (CR tech had left it disconnected). The unit fired right up and has been running beautifully ever since. We had both units looked at this morning and confirmed the compressor is in perfect condition. Had we not used half a brain, we'd be out $1500 for a new compressor we didn't need.

I'll never use Chas Roberts again and you should be warned. FYI, I've since learned CR techs are paid on commission.

*Update following reply from CR: I stand by my review. I do not wish to speak with you further. My experience and that of countless other low star reviews speaks volumes. Buyer beware.

Black Jack G.

6/25/2021

Installed my AC unit in new built. After a month AC goes out. I called to have someone look at it. This was on Friday was informed they could not come out until Thursday of next week. I was offered a 150 gift card or another year warranty for the inconvenience. Awful customer service. How in the heck do they even think that is ok, in AZ to be without AC in June heading to July for 6 days. Could tell the person on the phone could have cared less. Probably cause she sitting in Office with Air condition and gets to go home to working AC unit.

Robert M.

12/27/2019

Tech made a mess on my house leaving blown in insulation everywhere. I have a child, it's dangerous. He also didn't cover the attic hatch back over with the insulation. Instead he threw it to the side in my attic and I have to move it back. Tech H has no manners.

Terrible company. They hate smart home equipment and blame it for clearly a different mistake. They overcharge as well. Most of this stuff can be fixed if you watch a YouTube video

Charged me $249 to replace a 3 amp low voltage fuse and treat you poorly. They appear to work on commission so expect pushy sales even after they charge you at a rate near $250 an hour.

They also say the protection plan will save you much more than it does.

Just stay away from Chaz Roberts and go elsewhere. I think this is were the misfits go.

Also do not buy that crap about a water shutoff sensor. You'd need to run it all day to hit that but even easier buy a $10 smart water sensor. Put it next to the trey and download a smart thing scrip to have it shut off the ac when trip. Can have a whole smart home system for what they charge for a $10 sensor.

Kathleen B.

5/20/2021

Chas Roberts installed my AC unit back in 2014, switching to another competitor for more efficient and reliable maintenance. Last week, I was informed that the outdoor EEV board was double flashing implying an error code requiring replacing now or waiting for it to completely crash. The technician notified Trane exchanging the make and model number. Because the 10 warranty paper was never processed by Chas Roberts, the total cost of $945.57 would be the responsibility of the homeowner. I was rather upset and placed a call into their warranty division. They were very polite taking full ownership for the misunderstanding and willing to absorb the costs for all the parts. So they. took a negative and turned it into a positive. I give them applause for evaluating the situation and saving me a huge repair bill.

Enrique B.

08/02/2020 12:00:00 SA

If I could give zero stars I would. Absolute terrible service.

First Time - A/C went out, they came out almost at 10pm but did get the AC working.

Second time - AC went out again, same issue. Tech came out, he was extremely rude. Asked me to described what was going on, as I was explaining the issue he cut me off and said it was impossible for that to happen. Basically calling me dumb to my face. He replaced a part that cost me $150 and AC started working.

Third time - AC went out again, within a month of the rude dumbass being here. Called early in the morning and we asked if they could get a guy out the same day since it hadn't been that long since the previous guy came, very rude dispatcher just said no so I had go the entire day with no AC and they showed up the next day like at 3pm. Guy that was out said that the unit was installed with the wrong materials and that the 2 guys that had been here before should've caught it. Said that he had to order the parts but said he could do a temporary fix. This was on a Friday, he said the part should be picked up on the weekend.

Fourth time - AC went out the next day. Called, another rude dispatcher told me that they picked up the part in the morning. I asked if they could come the same day since this was getting ridiculous. Once again, very rudely said no and the earliest was 1-5pm on Sunday. Asked to speak to a manager, she said that she had no contact with them and that all she could do is have them give me a call back.

You guessed it, no call back and the tech didn't show up until 6pm on Sunday.

Just absolutely terrible.

Beth C.

06/12/2016 12:00:00 SA

We have used Chas Roberts's air conditioning services since we moved into our house in 2008. They have been quite reliable with their appointments, with the exception of their recent maintenance visit; the technician never showed, so my husband wasted hours in wait. After a phone call, we were rescheduled for the next week, and on that visit the tech was right on time. Our faith in the company was restored.

However, I'm inspired to finally review them because of what happened a few days later. I woke to find a minor flood in our kitchen--the garbage disposal cracked at the base as our dishwasher ran, causing the water to empty into the cabinet below and the floor. I called Chas Roberts to use their plumbing services for the first time. They were able to schedule us for first thing the next day--much faster than I expected. I was fine with the wait since this wasn't an emergency; I plugged that side of the sink to make sure we didn't let water into the pipe.

The appointment was schedule for 7-7:30am. The plumber called at 7am and arrived at 7:30. He assessed the situation and said, yep, we needed a new garbage disposal. I told him to go ahead and install a new one. He had the job done in 40 minutes! I was really impressed. He even asked if we had other plumbing jobs for him to check on while he was there.

Betty D.

04/02/2021 12:00:00 SA

Luckily it is only in the 90s and not 100s. (Said Dripping with sarcasm and sweat). Been waiting 5 days for Chas Robert's to show up and service 2 Lennox air-conditioners, that keep leaking coolant. Great for the environment. This will be the 4th time in 18 months, if someone shows up! Made appointment Wednew day between 7:00 pm and midnight. Not convenient for us, but we waited up, to be phoned right before midnight to say our appointment would not be honored. Next appointment Friday between 1:00 pm and 5:00 pm and still a no show at 4:50 pm. Not a fan of this company, or Lennox!

Jonathan S.

05/03/2021 12:00:00 SA

Unfortunately I am forced to do business with Chas Roberts, the AC went out throughout the house with temperatures expected to hit triple digits. The soonest they have is 7 days later? Almost every other company can get someone out same day. For them being in business for so long you would figure they would know how to manage their manpower. With dogs and a family, we will likely need to get a hotel through our Military Support Network. Additionally, they we're supposed to do a thorough inspection last year according to the last service rep, which never happened

Melissa F.

5/21/2021

This is the worst company I have ever had to work with! The only reason why we're using them is our units are only 1yr old and they installed them so their under warranty. We were told if we use someone else the warranty is void! We've been out of air conditioning for over two months they've been out to our house 4 different times the problem still is not fixed! Our appointment times have been ridiculous! From 7pm -midnight! The one appointment we had from 11am -3pm the guy didn't show up until 9pm and did not even call! The technician's are not trained at all! Chase Roberts should be out of business! Their horrible!

Carol H.

2/13/2021

Look at the name of the person who responded from Chas Robts! Her name is Erika, but says we don't have any personnel named Erica.! . See what I mean - they're not too bright!

Jonathan B.

5/16/2021

I can't say anything good about this company. Since we bought our house we've had nothing but issues with our AC. Issues resulting in bad installations. Freon leaking out of our outdoor system. And when I called them again for the same problem, which was fixed last year, they said they do not warranted anymore. So they get one star for bad install, and bad warranty work. And to add insult to injury, they didn't have an opening until July to come out and fix it. Obviously will get somebody else. We won't deal with them anymore. I guess that's the best part of the warranty expiring as I'm not tied to that crap.

Bill S.

11/02/2019 12:00:00 SA

Worst technicians and customer service.
Technician had no idea as to what to do and when I called to complain was told had to pay for service regardless.
Look elsewhere.

Ryan B.

10/04/2019 12:00:00 SA

Worst A/C company in Arizona. All they care about is doing it the fastest and cheapest way possible all while charging an arm and a leg for services. I really wish my new build did not have this company as their AC provider because they are worthless!!!!

Mary Ann Z.

7/20/2019

This company is extremely dishonest. BEWARE
Chas Roberts came to our house on Friday night at 5 pm when the temperature was in the triple digits. Their technician diagnosed the problem as a broken Fan Motor and required us to pay $582 before proceeding. 2 Hours later still no air conditioning. The technician still not sure of the diagnosis went to his truck called the supervisor, he came back in the house and informed us the Compressor needed replacing for another $3200. They then gave us another option of replacing our entire unit which would run over $4000 we declined and spent the night without any air conditioning.

Called the manager the same night who simply stood by his technician's diagnosis and would not consider any compensation for the Fan Motor which was a unnecessary part that didn't need replacing.

Our Home Warranty sent another company to look at the system. They arrived, diagnosed the problem without replacing any parts, changed a few filters and we had cool air in minutes. A simple fix without spending a lot of money.

Chas Roberts is not interested in fixing your problem they are more interested in spending money. Please do not use this company. Unfortunately I had to put a star rating I wish I could have given them a zero.

Julie B.

6/24/2017

Wish I could give negative reviews. Lesson learned the hard way. Bought new home with Chas Roberts AC installed. Should have seen the writing on the wall when the unit kept requiring servicing. Near the end of the warranty period and thoroughly disgusted we met with a rep from the company about the issues. After which I informed him that the company will never set foot on my property. This is after a few other companies came to provide quotes on replacing a system that was a year old and refused to touch their work.

That opened my eyes that something was highly suspect with this company. Fast forward six months and the unit completely shuts down, compressor failed on the unit. Replaced the compressor with a new company however due to how the lines have been done with Chas Roberts, you guessed it. Failing again. Time to rip the band aid off and pull all the crappy workmanship out and replace. Thanks Chas Roberts for the excellent work you failed to provide but boast about. It is now my mission to ensure word is spread about the crap products and service you provide. I am sure I am not alone.

Wayne D.

8/19/2020

This company was the very best company in the heating and cooling business. We have been doing business with them for 40 years. Spent over $15,000 on junk Trane equipment and all I can say is don't buy junk equipment from these people.

Jeff B.

07/05/2015 12:00:00 SA

AC went out on July Fourth. We had a big group coming over for a BBQ and it was 110 outside.

I called our warranty folks and they put me in touch with Chas Roberts, who called me within 10 minutes to say the tech was scheduled.

Joe arrived about two hours later. He explained what he was doing all along the way and kept us updated. He was professional, efficient and very knowledgeable.

I highly recommend Chas Roberts for your chilling needs! They saved the day.

Evelyn G.

08/01/2020 12:00:00 SA

Purchased a new construction home where the builder used chas Robert's for the air conditioning. Chas Robert's didn't even follow their own blueprints. The air handler was put in the wrong location which caused the supply vents to be in the wrong location. The great room, the main living area, has a supply duct within one foot of a return. That's not how it should be according to chas Robert's plan. It's also not how it should be....just research online what they say when a supply duct is next to a return. It's short circuiting the air and straining the operating unit. The room air is uncomfortable and the utility costs are higher than the builder advertised. The main unit is outside next to the master bathroom and there's a constant loud noise that makes a relaxing bath impossible. The noise can be heard in the bedroom so forget a quiet restful sleep. You can't put crown molding in the great room because of where they put the air pressure vent in the great room instead of the hallway per their blueprints. This is a new build and its horrible how chas Robert's and Fulton homes does not back up their work. They don't care about their customers. I paid over half a million dollars for this new home. The house should cool comfortably, the unit should run quiet and my SRP bill should be less. Roberta Roberts as owner should make this right..

Eric O.

9/15/2015

I don't often write reviews as you can tell from my posts. It takes something really awesome or really poor for me to write a review on it.

I just had an awesome experience with Chas Roberts and Hugo my technician from Chas Roberts. I own a rental property that I had called a lesser-known company first to come out and repair an AC unit for a leak problem. That company came out and said they blew out the line did some other manual work and charged me a few hundred dollars. The problem was not resolved and I was out the money. I am mediately called Chas Roberts knowing that they were a little bit more expensive but definitely did quality work. To my amazement they were about the same amount of money as the initial company that I had out there but the level of service, professionalism and quality of work blew my mind. if you need any AC repair work done I went think about any other company other than Chas Roberts, ask for Hugo he was an awesome technician.

Margaret R.

09/09/2019 12:00:00 SA

Our service tech Jason was such a great guy in our stressful situation with our water softener. He came out and cleared all our lines and and was very informative when letting us know about replacing our old unit. He was able to come out the next morning and replace it tor us. We know who our go to plumber is now..we will only call Jason at Chas Roberts! He is such an asset to your company! We can't say enough things about Jason!

Ruth G.

10/23/2019

Ok, here's a partial update. I say partial, because we're STILL not done dealing with these people. First installer (Luis) was apparently new-ish, so job wasn't finished correctly, leaving air in the water lines. When we complained, they sent out Gerry, who must have sold used cars before this, because he sold us a part we didn't need for $200+ and also didn't flush water lines. This was explained on the THIRD visit by Santiago (who actually knows something about plumbing!) who, with another guy, actually FIXED the problem and explained what was going on. We showed pictures of what guy 2 did and neither of these guys had any idea why 2 would do what he did - we should not have needed that part. Next day we get a call from GM saying oops he'll refund the $200+. EXCEPT THAT ITS BEEN OVER TWO WEEKS AND WE'RE STILL WAITING, CALLING, WAIT

FINALLY got our money back for the unneeded repair - only took a month. And guess what?! Our problem is back! We have air in the lines again after 2 weeks. We will NOT be calling them again. 25 years of service at different houses and we are DONE

Sean F.

12/21/2020

Chas Roberts installed the HVAC system, ducts & vents in my new construction. They failed to account for Phoenix climate in one of the rooms, making it virtually unusable in the summer. Rather than coming out in the summer to review, they waited several months and came in October when it was 74 degrees out. They spent 20 minutes gathering some temp readings, said sorry looks fine, and left. Unacceptable.

Jacqueline F.

8/13/2019

Would not recommend!! A/C went out on our new build. We have been in the home for 3 months. When we called to get A/C serviced there was no urgency. The receptionist had the audacity to tell my husband for us to go to a store where it's cool!! We have 4 kids 4 dogs!!!
Serviceman took pictures of what was needed for repair and sent the order In which would not be in until Monday!!! It's Saturday!!! We checked into a hotel, Monday when serviceman came he only has ONE of the parts needed and said wouldn't have until Tuesday!!! So back to the hotel we go!! It's now Tuesday and 10am.. I just called and they said we are a scheduled for service from 1-5!!!!!! Why wouldn't we be the first on this list since this was their error??!!!! Horrible customer service!!!

James S.

09/10/2019 12:00:00 SA

I called them for a repair on a system that they installed in my house when it was new. They charged me $315, said my system was unfixable...they literally did nothing, but try to sell me a new system. I called another local company; they had it fixed and blowing cold air within an hour of the technician arriving.

Bruce K.

1/26/2021

I've had 3 different technicians over a 90 day period trying to fix the heating element of the HVAC system. The system can raise the temperature of the living room 2 degrees in 4 hours, while the bedrooms remain at 68 degrees. The techs have no answers except the cold temperatures outside is probably the reason, but my neighbors with the same systems are working fine and take their inside temps up to 75 degrees, which mine can't do. I have a spring checkup with my service contract that I will not renew and ask my neighbors for a firm that they are happy using.

Matthew B.

12/05/2020 12:00:00 SA

terrible company. had new unit put in on a new home and heater won't work. scheduled them to come between 7pm-midnight to fix it at their choice not mine since they had no daytime time frames available. waited until 1 in the morning and nobody showed up. called them that morning to reschedule and they said they could come the next day at the same 7pm-midnight. told her I wasn't gonna do that since i already waited up until 1 in the morning and they never showed up. She said that's all they had until the end of December so I'd have to go almost 4 weeks with no heat. terrible service!

Debbie S.

09/05/2019 12:00:00 SA

I've used Chas Roberts for many years. I was so disappointed when I called to cancel a service call as our A/C had just blown a breaker and was working fine after turning it back on. The representative on the phone had a major attitude problem. She actually tried to convince me they should still come out between 7-midnight btw. She said and I quote Air conditioners just don't fix themselves I was really taken aback by that comment. We pay to be on their twice year maintenance plan. Problem there is every single time they spend more time trying to upgrade your service plan then actually working on your system. I just find that to be a poor business practice. If I say I'm not interested it should stop there.

Bob B.

02/08/2017 12:00:00 SA

From day one, our builder's Chas Roberts installed A/C was not balanced in our one story home. Last month, I discover why. Over ten years, many issues of low freon due to countless leaks. We had purchased the full 10 year labor & parts warranty along with Spring & Fall service. At least three, maybe four coils, were replaced along with many leaks during 10 years. Chas Roberts service was excellent then BUT not now! Recently we replaced our builder's system with a new Chas Roberts sold & installed Carrier Infinity HVAC System. That new system hasn't worked as programmed from the get-go. Here's my opinion: Our builder's duct work installed by Chas Roberts had many issues. Extremely long in a few areas and short in others as it was stretched out too far. Currently they tried to file three claims with Fulton Homes on the duct work THEY installed 11 years ago. All rejected due to age.

The Carrier Infinity system has a single plenum that has several zones connected to it. We wanted one zone to be at 67 degrees 24/7 during Thanksgiving & Christmas. During those Holidays, the outside night temperature is below 55 degrees. The salesperson clearly stated this system would deliver what we wanted.*** Based upon that statement, I figured the compressor must have a heater on it. The truth is, it didn't! The entire system stalled out waiting for the A/C is run but the compressor's low temperature safety switch prevent it from operating = the heat didn't work until that one zone was cooled off. Wanting to place the blame on the buyer, they repeatedly asked me if I thought both the heat & A/C would run at the same time? With one plenum, both can't run at the same time. Maybe that was their way out to upper Management for this sale gone bad?

Chas Roberts blamed me for this entire issue-I expressed an attitude after one month-for that kind of money ($13,464.00) who wouldn't have an attitude? They were annoyed that I questioned their actions. In the end, they removed their system as I did a charge back on AmEx. I purchased a new one zone system from George Brazil-they had to replace the duct work as it was totally destroyed. I can NO LONGER recommend Chas Roberts to anyone since they now have extremely poor customer service, salespersons & a V.P. who does not know or share the correct information on their product, the field staff is poorly trained, + blaming the buyer for any short comings.

Roscoe C.

07/09/2019 12:00:00 SA

We were provided VERY prompt service (first thing next morning!) on a squealing fan or compressor noise problem. Explicit, detailed explanation of the needed repairs by the most polite & competent service tech Nizar. Even better--we were given competitive pricing and financing options for eventual replacement of our 22 year-old units--both of which make use of a type of refrigerant soon to be unavailable as HVAC systems improve with changing technology. Highly recommend this company after over 2 decades of great service.
---Roscoe

Eric T.

11/30/2020

Have had problems with this company from day 1. We are on our 4th appointment & at least this time they called saying they are 3 hrs late, last time they called at 7pm for a 4 hr job which would have taken them till midnight, we politely said we'll reschedule. Our neighbors and their neighbors have all had problems with this company. They do not call to confirm appointments the day before and we tried calling their office today to see if they were keeping the appointment and not even a chance to leave a VM. There are many other options out there, so do yourself a favor and ask around for quality companies, cuz this ain't one of em. I get it these are trying times for businesses, but the customer service aspect of their business should not suffer also. At least communicate with the client so they are not waiting around for you not to show up.

Louis G.

01/08/2021 12:00:00 SA

I have had this company input to my house four times now in the last year. This last time they did something to the furnace that caused my ceiling to leak. They give you a 7- midnight schedule three days away even if they were out the night before. Please stay away from this company. I called them because my warranty is still in effect after purchasing my new home in April of 2019.

Thomas R.

07/12/2021 12:00:00 SA

I have never posted a Yelp review before, but was compelled to do so due to the very poor service provided by Chas Roberts. Our home is only 18 months old and our Warranty dictates we use this company. Our A/C problems started last summer after moving in. After a 4 hour visit to repair the leaks, It worked OK through last summer but again last month started blowing hot air. We have had 3 technicians in 4 weeks come out for service. The 1st time, they knew the system was leaking coolant, but only recharged it. The second visit, the technician was supposed to fix the leak, but he showed up and said he wasn't prepared to make the repairs, only to recharge the system. A call to our home builder finally got them to send a 2nd technician and they supposedly fixed it. But that evening, it stopped cooling again. The frustrating part is we now went to the bottom of the list and had to wait 2 weeks for another technician. He came last night, said the system is still leaking. He was prepared to stay and fix it, but his superiors told him to just patch it and go to the next call. It is a poorly managed company and some technicians are lazy and/or incompetent.

Shopping E.

7/31/2020

Be careful with charges. There are many hidden prices. Be crystal clear on what services they provide for the price they quoted.

Tim H.

07/02/2019 12:00:00 SA

Chas Roberts is like many large company's. Every time the serviced my AC they wanted to sell me the latest product to generate revenue. There were not consistent in their quality of technicians one time telling me i had a leak and needed a new unit. Talked him into adding additional refrigerant which is expensive then the next person told me it was over filled and took some out. I don't recommend them or their maintenance package at all.

Katie C.

12/19/2020

I have a brand new HVAC unit in my home and have had nothing but problems with it. Today when I called for an emergency appointment I was told the next available appointment is 2 weeks away... for an emergency! I would absolutely never recommend this company to anyone. The have poor customer service and don't care about emergencies within your home.

Evan K.

1/24/2019

Chas Roberts may be one of the most FRAUDULENT companies in Arizona. They were incapable of honoring my 10 year Trane Warranty because they simply don't have any expertise within the company. The highest level technical person at the company knows VERY LITTLE about HVAC concepts, they know how to read pressure and replace parts that are visibly damaged, but nothing more. I have had most of their company out to my home so I can say this with absolute certainty and would testify this fact in a court of law under oath.

My 7 year old unit had an unknown issue that was preventing cooling and the home also felt more humid than normal because of it. I had them come out on 5 occasions to diagnose. The first visit resulted in the replacement of a crack coil, however that was a minor issue and didn't really result in any improvement. After 8 months I finally gave up on the Warranty (which was provided to me by Chas because they botched the original installation).

I replaced the unit with the EXACT SAME UNIT and there have been no issues since.

So many issues with this company, I attempted to contact the owner with no luck. She either knows her company is a sham, or does not have any actual interaction with her company. Either way I recommend you do not contact Chas Roberts for any service they claim to provide.

John M.

09/05/2020 12:00:00 SA

Want to give a shoutout to Issac from Chas Roberts for the most excellent service. This was a second call for a problem we felt like was making our air conditioner run more than normal, that now wasn't cooling at all! It was apparent this time as there was no freon left in the system that there was a leak. This had to be one of those 113 degree days. Issac spent approximately 3 1/2 hours finding and fixing the leak instead of just getting me up and running only to have the same problem another month down the road. After completion I inspected the repair and it went way beyond my expectations. He had not just patched the leak but replaced the whole line. I truly appreciate not only the good job but the attitude he had with regards to making the proper repair. I had just had surgery that day and he really came through for me! To the management of Chas Roberts I have owned businesses in the past and want you to know how lucky you are to have someone like Issac representing your company! Thanks Issac!

Jody S.

7/28/2021

Our Chas Roberts unit is only 6 1/2 years old. Our unit stopped working yesterday, so we had our certified A/C tech out this morning. We found out the box outside with the tubing and freon has a lock on it that was installed by Chas Robert's at the time of the build. They did not give us a key at closing nor will they come out and 80sunlock the unit. They told us a certified tech only had to go to a HVAC supply store and buy one. According to our tech, there are several types of boxes and he'll have to figure out which key to get. So, the 7 people in our house have to sit longer in this hot house while the tech runs around finding the correct key to unlock the box. Absolutely poor customer service by Chas Roberts! I do not recommend this company, and suggest you find a certified tech who is willing to help and appreciates your business. If you would like the name and phone number of the tech we used, please let me know.

Carla G.

12/14/2020

A Chas Robert tech came out and replaced a burned out motor on my ac unit. He dented the access door so it doesn't fit properly and he put the on off switch in the middle position so my heat wouldn't come on. My son in law found the problem and switched it on. I asked the company if they would fix the dented access door and they said they would look at it. I asked how much that would cost and they said nothing unless something had to be fixed. I paid 350.00 for the first tech that fixed one thing but caused more damage. He told me that I was paying for his training. He was poorly trained and did sorry work. They are crooks. I don't trust them. If you want to have your work done right.... Go elsewhere.

Lisa-Marie B.

8/16/2021

I recently brought a new home in Surprise with Taylor Morrison. Unfortunately, all new home builts go with Chas Roberts to insult the A/C & heater in all the track homes. I have been having issues with this company since I moved to Arizona in 2013. I have owned three homes, two being brand new. My current home has to be the worse work ever by Chas Roberts. When we moved in it was in Nov 2020, my master bedroom was ice colded, they came out and added a sheet of metal in my duct work, saying that would correct the problem, well not really. Now with it being summer, my daughters room is so hot, my room is hot, it is humid in my home. my home inspector said we have airflow issues and many other things wrong with the A/C. Chas Roberts has come out three times and all those time their workers looked lost, their so called fixed was to add freon but everything looks line in the attic, or one guy completed closed the air vent in my sons bedroom. The unit in my attic is beat up, doesn't look new at all, my condenser outside looks beat up, plus the unit is less than year old and i had to have a new motor and fan installed. Chas Roberts hires individuals that really are too new to diagnostic an issue with your A/C what they do fix will only hold for a little while and then they will need to come back out to fix something else. Why do think it's hard to schedule an appoitment? I wish the new home builds would find a better A/C, living in AZ we need a good AC unit for our homes with the correct airflow. Thanks to Chas last month my power bill was over $400, i bet my next bill will be closer to $500 my home is only 1964sq ft. HONESTLY, Dont count on this company to proper diagnosis or fix and AC issue in your home. They are horrible.

Sean C.

02/04/2020 12:00:00 SA

Wow, does this company suck at life! 7 trips out to my 3 month old house and every low to mid level tech has a new BS idea on how to Not fix the issues. What a shit show, this place is the Wal-Mart of the HVAC industry. Hope you don't need any real help because your not going to get any here.

Tom T.

8/27/2018

Do not use this company!

They put locking caps on the Freon valves of the AC. The locks prevent other companies to charge the systems unless they have the keys for these locks. Chas claims it is the law to have these caps in place. However, I talked to three AC companies who have no idea what Chas is talking about and they don't have the keys. I spoke to the Arizona Registrar of contractors and the person actually laughed and said he isn't away of any law requiring this.

I was forced to make an appointment with Chas Roberts so they can come out for a service AND remove the locks. They took it upon themselves to cancel the appointment.

Very shady company, stay away far away. There are far to many honest companies to work with.

Rod J.

12/15/2020

Well, read about Chas Roberts AC being a family business and being a father myself that might be where our commonality stops. Two days ago, we were scheduled for a service call from 3-7 pm about approximately 5:30 while my son was at a doctors appointment that stated that the tech was running late. Then about 8:40 pm when my child was asleep, I received a 20ish minutes call but considering one of the controllers was in my child's room. I ask to be rescheduled. I then received a call from a scheduler who stated she had left a message they were running late. I ask her when what she thought that meant to me and if that meant they could come anytime because of a voicemail left at 5:30pm I did not realize Chas Roberts policy was to arrive from 3 to Midnight because the customer received a voice mail saying that would be a delay without notice it could be as late as Midnight. Then not only was the appointment not rescheduled I was told to go back to Fulton Homes to rescheduled. When I called Fulton Homes they relayed the customer must be at ChasRoberts schedule no matter when they show up. Being largest AC Contractor in the Valleys and because I upset the orange cart by not wanting to wake my son any reschedule would be as far out as the Chas Roberts calendar could schedule. Because they have contract with Fulton Homes I was provided a date two months out which I assume was as far out as their schedule could put me. Fair warning if you are looking for good customer service stay away from Chas Roberts.

Steve B.

6/28/2021

Came home from vacation to find moisture seeping through the grout in my hallway tile. Evan, from Chas Roberts, was out first thing the next morning, and after some diagnostic testing, suspected a slab leak (water pipe leak under the cement slab). He got some leak finder guys out pretty quickly who confirmed the diagnosis and helped find where the pipe manifolds (on either side of the leak) were. Had to reroute the hot water line between those two points, but they were able to cut 4 relatively small holes in my drywall to reroute the line, instead of tearing up the flooring and the foundation. Evan was great through the whole thing. Explained everything along the way, what each step was going to cost, and he stayed until it was done. He was here for probably 10 hours. I still had to line up a drywall guy to repair the walls (and he even helped with that) but this turned out to be much less stressful than it could have been, if Evan hadn't been so good at his job. I mean this sort of thing is a homeowner's worst nightmare. I've said this here before, I don't understand the negative reviews. I've been a member of their Comfort Assurance Program for 15 years and Chas Roberts has ALWAYS been there when I needed them. AC or Plumbing. And Evan has been great both times he's been out here. I notice that the negative reviews rarely give an employee's name. Hmmm. Maybe it's just their competition trying to level the playing field? I don't know. But I know who I'm gonna call if I have an AC or plumbing problem.

Tom K.

8/13/2016

Easily the worst company I've ever done business with...regardless of the type of business. I believe at a minimum, they are dishonest, incompetent and care nothing for their customers. That's obvious from all the terrible reviews.

I have a 3 year old house that they installed the system. I just moved in here in July of 2016. First, during the inspection, we found the kitchen didn't have a vent. When the inspector went into the attic, he found the flex duct was laying on the attic floor not connected to anything, simply cooling the attic! So, they had to hire someone to cut in a vent and connect the duct.

After a few weeks of living here, our smaller AC unit stopped cooling. I went out to check and the suction line was frozen all the way to the compressor. Not knowing who installed the system, I called another company. They came out and said the TXV was shot and gave me a quote of just over $1,000 for the part and labor. I told him I wanted a second opinion. After going through all the home paperwork, I found Chas Roberts had installed the system so I called them.

They sent out a tech (Aaron) and after being here for a while, he said there was a workmanship issue with a leak in the freon line by the air handler in the attic and that he'd come back and fix it. Then, my wife said, what about the TXV? He said, oh, let me check that. So a tech needs to be told to actually check the AC system by a non-AC person? Of course, he came back and said it was bad. BUT, the part was covered by the warranty, right? Oh, but the labor was going to be $910!! He left, but my AC worked perfectly and was cooling that side of the house to 73 at night!

I told him not to fix it, but at least fix the leak. So, enter the next tech (didn't get his name). He shows up yesterday and acted like he didn't know why he was there! I asked, don't you have a work order or something that tells you what to do? He ended up calling someone at the office and I even brought out the card of the Aaron that had been here last week and tried to show him the invoice I was emailed on my phone (he never once looked at it).

After getting off the phone, he went up in the attic and was walking back and forth from the AC to the attic. When he was finally done, I asked specifically, did you fix the leak? Is my AC working?

I fixed the leak but your AC doesn't work....hmmmm, hmmm. Nope, you have no subcooling and no superheat. What??? So he leaves! I turn the AC on and it ran for 4 hours before I finally turned it off when it got my room from 81 to 80. I went out while it was running and the suction line and liquid line were about the same temperature.

So, I have no AC and can't possibly trust these bumbling idiots to come back. So, I'm going to have to call yet another company and pay for everything to be fixed right. I'm sure my system has no freon now after the last guy was here. By the way, the guy who was here yesterday gave me NOTHING!!! Not a bill, not a list of what he did, absolutely nothing, so I have NO IDEA what he did. Even Aaron who came a week before never gave me anything. I had to call the office, complain, and then they emailed me a list of what they did.

Please RUN, don't walk, away from Chas Roberts. They are terrible and could care less about their customers.

Erin O.

9/14/2016

I called to ask what they charge for a Lb of R-22. They refuse to give ANY pricing over the phone. Mandates a tech shows up and charges a trip charge to do so prior to giving any pricing.

I think its VERY odd whn a company refuses to give a price for a product. I didnt ask them to diagnose a failure, or estimate a repair over the phone. I ask what their FIXED cost was on a single lb of R22. They REFUSED to give it. Seems like they want a chance to come out and try to find something wrong or upsell or something. Weird.

Tyler A.

11/11/2020 12:00:00 SA

Chas Roberts held the warranty for our AC and heater on our new build home. They did not install the heater correctly. Now that it is getting cold, we have no heat in our house. We called to schedule a technician to fix the heater and they said that their only time frames were between 7pm and midnight. This was frustrating enough, but when they called me at 10:30pm to tell be that their tech was running late and would be coming after midnight, I informed them I'd be complaining to the builder. If you're not going to have enough integrity to ensure you are installing things correctly in the first place, then you should at least have the decency to fix it before midnight. In summary, unprofessional and unacceptable.

Freddy S.

08/03/2017 12:00:00 SA

Problems with A/C distribution between rooms...some bedrooms weren't cooling, even with A/C set lower than normal.
Mark from Chas Roberts came out, listened to our concerns and went to work doing a very thorough diagnostic analysis. He spent OVER 4 HOURS in the attic (it was 109 outside!). He stayed till he fixed the problem.
Throughout the entire process he was calm, polite and professional explaining everything as he went along. I was impressed. If he were my employee I'd give him a raise just to assure that he continued with the company!
I was startled when I got on Yelp and saw that the company has a less than excellent rating...I didn't read the other reviews to see what the problems were, but i gotta believe they didn't involve Mark.

Phani K.

07/12/2018 12:00:00 SA

One of the worst team I have ever seen. They are living on $49 initial payment just to come in. Once they get it they will ask ridiculous price to do the job. I called up these guys to change the hose in my kitchen sink which is worth $20 and they asked $280 to change bcoz they have to go to a store and get it. When I called up for appointment they said they will have everything in their truck. These guys are complete rip off and don't even bother calling them.

One mistake I did is i didn't see their ratings in Yelp before giving a call

Maritza G.

9/20/2020

I purchased a home that came with warranty from Chas Roberts so far they have been to my home twice and have not fixed the problem. My daughter cant even sleep in her bedroom because its so hot in there. Going to have to look for another company to come do the job they should be doing.

L S.

07/11/2018 12:00:00 SA

Bad customer service and appointment timing. Didn't fix the problem on first visit. They have no appreciation to people time. Would not use them again. Stay away from then

The email provided in the response doesn't work

Tengda s.

08/05/2018 12:00:00 SA

This is not make sense, can you guys really fix my AC?

I bought my house with new AC unit at 2013.
Starting from 2015,My AC Unit start broke.
2015, I called, Chas Roberts came and said it was fixed.
2016, It broke again, I called, Chas Roberts came and said it was fixed.
2017, It broke again, I called, Chas Roberts came and said it was fixed.
2018, right now, AC broke again, I called, Chas Roberts says Opoos, you are out of warranty, we are gonna charge you $85 service fee and let tech come and he will tell me how much I need to pay to fix my AC!!!

Really? can your guys really fix my AC?

Bob E.

8/16/2019

We bought a Toll Brothers home in Sept 2014 when they were finishing up in Verrado. The house had two HVAC units with a baffle system that provided four zones. Toll Brothers sold it to us as a great thing but it has been anything but. The list of problems with the HVAC system is long and the frustration with Chas Roberts is also long... repair people without a clue along with their belief that people with a brain can be pacified with lies.

At one point they told us that you can't expect a system to cool on a 105 degree day... in Arizona??

They also told us the zones only work if the temperature in all is set the same... ahhh then why zones.

The system had installation problems and is still, five years later, not working right.

The reason I gave them such a high rating of one is there was no lower.

Melissa B.

7/14/2016

After my horrible experience, I am updating my review to say that the tech was very nice and professional, used booties and fixed our problem.

I still think the company is not up to par because their service issues seem systemic, especially because this tech worked from 6am and didn't leave our house until 10pm... I could not survive those working conditions!

Sheldon M.

9/23/2020

After 3 weeks I still have not received a phone call from a supervisor that was supposed to call regarding their lack of service. Was supposed to have an appointment Sept. 2 between 12-4pm. With no notification, they showed up at my door at 10:30pm! This was an appointment to fixed whatever it is they screwed up during my new home build a year ago. Upon calling them that night once I was awakened and they missed my actual appointment, I was told they could not reschedule me until Oct. 12... almost a month and a half later! Do yourself a favor and do not ever get into business with this worthless company if that's what you want to call them.

Jeff S.

1/28/2017

Just had Mike The Brick come out to the house for a couple issues with the heat pump and vent pipes - he fixed them both in 30 minutes, and gave me a tutorial as well - very professional and courteous! I don't understand the 2-star rating - - my experience was a 5!

Larry L.

7/24/2020

Scheduled my units on May 8th for service, first slot they had open wasn't until July 23, between 1-5 pm. Received my appointment confirmation text message and email and follow up messages on July 22. Took time off of work to be here when the technician arrived, and then proceeded to wait all afternoon. Finally at 6pm I received a phone call saying they were ready to come over...really 6 pm! Called the company the next day and got the standard response we were really busy and sorry nobody informed you Never again, poor customer service, would not recommend.

Update: Received a call from Tammy (within an hour of posting) the customer care service manager who apologized for what had occurred and the actions that were not followed and went on to state this was not the expectations from her team regarding customer satisfaction and made it very clear she was addressing it (thank you) she also offered to have tech out to the house this very day. Mathew arrived about 30-40 minutes later (after giving me call that he was coming) and promptly went to work. He took time to provide explanations for my questions, was very professional and detailed, thank you Mathew!. While my first post pointed out why I was disappointed, they followed up with me, provided the service I requested, and sent a very good representative to assist me. This showed me that they take these kinds of incidents seriously, and go the extra mile to make things right. Thank you Tammy and Mathew for your excellent customer service and going the distance with me. I will now gladly refer. Again thank you

Scott B.

05/01/2020 12:00:00 SA

Just had (2) New CARRIER A/C units installed. They completed the entire job from start to finish in one day. Amazing! Our air handlers were not easily accessible in the attic. When I saw the quality of the workmanship I was extremely impressed. Jose and his entire crew did a fantastic job. All the guys were kind and courteous. They all went above and beyond expectations to make sure each unit was operating at peak performance. We had several companies give us estimates. CHAS ROBERTS was the most organized and professional by far. We were presented with several different systems and pricing. Since we are full time AZ residents we chose the top of the line heavy duty units. Our thermostats are digital and hooked to our WiFi. I can change the settings from my phone. I am thrilled with our new system and with the service from Chas Roberts. I highly recommend them if you need a new A/C system.

Sheyenne P.

7/15/2019

Chas Roberts lies about their warranties when purchasing a unit! They told my dad it had a 10 year parts warranty and 5 years after the unit was purchased the compressor went out and now all of a sudden that warranty did not apply unless he registered the unit with the manufacturer. This was never told to my dad and very shady taking advantage of elderly people.

Patricia A.

1/17/2020

DON'T CALL THEM!! They lie! The tech came out said we had water in our ductwork and there was so much water it blocked airflow! Insurance company required leak detection and leak detection couldn't find any water in ductwork. Called Chas Roberts back and was told the water must have evaporated.

John K.

04/02/2016 12:00:00 SA

Long story short - our furnace stopped working. Chas Roberts had done the original installation of the system so I called them. The repair guy fussed around doing not much, and then told me I needed a new $200 thermostat. And then tried to talk me into an annual service contract.
Over-priced, underwhelming, and more salesman than repairman.
I wouldn't trust them with a broken pencil.

Steve S.

1/25/2015

Purchased my house new and Chas Roberts did the AC install. Nothing but problems since.
The back half of the house doesn't cool or heat properly, dust coming out of the vents and leaks worse than a submarine with a screen door.
Hired a company to perform a inspection and they found the main feed line to the back half of the house crushed, holes in the air handler where the air returns connect, improperly sealed ducts and a patch on the sheet metal using aluminum tape.
Going to cost $1500 to repair.

Update:
In response to a Comment from Stephanie L. of Chas Roberts Air Conditioning & Heating.
You've been out to my house when it was new trying to adjust the air flow without even trying to find the root cause of the problem. Partially reducing the vent openings at different registers to get air flowing to the areas where there was little and claiming success was not fixing the real problem, poor workmanship!!

Brian H.

8/25/2018

Worst customer service! Beware of the multiple $85 trip charge even if they have to come back the same day for something that was related to the first call.

Rosemarie H.

8/21/2018

Joshua came out today to verify a clogged bathroom drain that was interfering with the A/C's drain line. He was very courteous and knowledgeable about the problem. By choice, I use another trustworthy business for our plumbing needs, and it was fixed within hours. This is how every day should be, where you can call for service without being taken advantage of. Thank you, Joshua!

D H.

05/10/2018 12:00:00 SA

DO NOT USE!! I hired them to do a video scoping of my sewer line as part of a home inspection. The guy showed up and stated they did not have that capability on this truck, but he could take pictures and provide a detailed report. The pictures he took were using his cell phone taking pictures of the screen-I could not believe it! The story ends with no report or pictures for $250. They should be called Chas Robbers-

8/1/2018-Someone from the Chaz Roberts leadership team called me to apologize for the service order, that I described above, that was not met. He has offered to send me a full refund totaling $250.00.
Thank you for trying to make it right-DH

Chantel P.

7/29/2018

Thank you Robert for your outstanding customer service tonight! Our AC went down.They came out and had it up and running in no time.Thank you Chaz for hiring the best.

Beth B.

7/20/2018

Extremely satisfied with Chas Roberts! I can't give them enough stars for the outstanding service they have provided. Spoke to Mike the manager and he was able to resolve the issues we were having. Super responsive and attentive!

Highly recommend this company if your having problems as they really care about the customer and it shows from the management to the service techs.

Thank you Mike, Dan and Josh!!!

Pedro M.

03/08/2018 12:00:00 SA

What a joke! I discovered I have a small gas leak in my house (but I don't know where) so I called Chas Roberts to have them come find and repair it. I fully explained the situation and they sent someone out. He came and asked me what the problem is. I explained everything I had before and he called the dispatcher. He came back and said $389. I said to find and fix the leak? ok. He said, No, to find out if there's a leak.
I said, What if you hook up the pressure cap and find that there's no leak?
He said, $389
How do they do business like that?

Bill J.

05/01/2021 12:00:00 SA

We HAD been a customer of Chas Roberts since 2003. However this past year was much less than stellar. It took three months to book our fall service ( last year was a week) . When they were out in January they booked our spring service. Tuesday of last week (27th) Jake came out to perform our semi annual service. Our system had been working fine. He seemed to be more focused on us renewing our CAP plan ( annual maintenance agreement) than he did on doing the actual maintenance. Please keep in mind we had the fall maintenance done in January. He showed us where we had a leak in the coils. Quoted us $3000 to have the coils repaired. He arranged for a Chas Roberts specialist to come out and give us an estimate for a replacement. The specialist was out the next day. Gave us an estimate of $4700 to replace the unit but could not give us a breakdown of the cost of the unit itself or the cost of the labor. Needless to say we were very disappointed. By the way, I can ordere a new unit online and have it delivered for little more than $700.I mentioned in the beginning of this review, we HAD been customers of Chas Roberts for 18 years...HAD! Our daughter was going to use them, but had to cancel because of one of her children being exposed to COVID-19. The earliest they could reschedule was August. I will definitely be taking my business elsewhere. By the way, my AC doesn't work at all now. Thanks Jake!

Jackie D.

2/17/2020

Extraordinary Company that takes pride in helping people!! The service and professionalism of everyone we dealt with for my Mothers purchase of a new HVAC system was top notch!! The installation team gave my Mother peace of mind being elderly, and was very professional, courteous and respectful of my Mothers home. I would recommend Chas Roberts A/C & Plumbing to anyone!! Jackie Dean

Rosaria C.

4/20/2018

My husband an I decided to invest in a soft water and filtration system for our home. My home was built in the 80s and had several complicated factors but Chas' team was able to get it done with no mess and a perfect job. It is amazing how different the water tastes and feels. But I love it!

Brandy C.

11/16/2016

I would give zero stars if I could. Horrible horrible company, worse service I have ever experienced... my ac thermostat hasn't worked since I bought my new house, it has been 11 MONTHS of trying to resolve this issue.

Contacted the builder, who then contacted Chas Roberts, I was there while on speaker phone, for them to come out and fix the issue. They came once, couldn't figure out what was wrong. Then I never heard from them again...

Contacted them again through the builder and they came out again, figured out what was wrong, left and never came back...

Contacted them again several times through the builder, and I got a call randomly saying they were on their way. This was at 10am. I wait around ALL DAY and no one ever comes. At about 6pm, I call the number they called from and the tech says it wasn't him that called, that he got to all his rounds? Uh! Hello! This is the number that called me and had me waiting around all day for nothing...

Never came...

Contacted them again through builder... nothing...

AVOID THIS COMPANY IF YOU CAN!

Mark L.

08/02/2017 12:00:00 SA

After long careful consideration with everything that has gone on and received a few phone calls from Chas Roberts about my review of them which is a legit review. We have decided not to do business with them. It is apparent that this is a company has no clue of what they are doing.

Cindy A.

11/27/2017

Chas Roberts is despicable
My elderly mother call them up to have a clogged toilet taken care of. They said it would be $49 service charge. They were unable to unclog the toilet. They charged my mother $229 to pull the toilet and $249 for trying to unclog it. The next day I called them to inform them I would putting a stop payment on the check and I would pay them $229 for removing the toilet. They said a supervisor would be calling me back never did. They took my mom's paper check and did it as electronic check in two separate transactions so the bank wouldn't catch it.

Liar liar pants on fire. I waited over a week to see if you guys would really refund my mother's money. That's a shame you can't take your company on their word.

Candice C.

5/28/2017

Horrible customer service! I called at 6pm to let them know my ac was completely not running, called 4 times and on the 4th call at 945pm I was told a supervisor relayed to the tech and they weren't sure why I didn't call that I should get a call at 8am. Not trusting them I called at 7:45 am Sunday morning said someone would call. I have pets so this was bad, I get a call saying they couldn't have someone out till Monday. I had no ac how could I wait till Monday it's Arizona! I called Integrity air conditioning and they paged their tech and I had a call quickly and the tech came within an hour. I would never use Chas Roberts for anything as they don't seem to care about customers.

Jeff D.

6/27/2017

So far I have called this company to schedule a PM visit and nobody answered. As instructed by the greeting I left a message. Nobody called back, 10 days later I try calling again. The man who answered the phone was so arrogant and rude I decided not to schedule anything. Then I came across their web page. Schedule appts online, no need to talk to a smug telephone operator. So I filled out the form and I've been waiting about 6 days so far for a response.

These experiences tell me one thing, this company is poorly run. It's a shame since they were the contractor that installed my newly built homes HVAC system and handles the warranty. I hope that if I do ever need a warranty service call they are more responsive.

Praphul N.

6/22/2017

I hope Yelp has negative starts...called for scheduling a maintenance plan visits and the lady was nothing less than super duper rude and was asking me to repeat address 6times and then she lectures me on how to schedule appointment with this great company... lesson learnt never purchase pre service from a company that mistreats people ...

Marilyn O.

05/01/2018 12:00:00 SA

So I unfortunately blocked my sink drain with some old food....I tried everything from drain cleaner to bicarbonate soda and vinegar. I realized I had no choice but to call a plumber...CHASE ROBERTS...cool, their website offered 85 dollars for drain cleaning....I called...struggled for about 15 minutes to convince the operator that I had a legitimate address.. after much incompetence, I agreed for them to come out....they took less than 5 minutes to use a high tech shop vacuum...drain open...259 dollars minus 49 service fee of 49 dollars...308 dollars? 308 x 60 minutes 18, 480 per hour, more than Donald Trump makes in a hour......when you google Chase Roberts plumbing, keep on moving there are cheaper and more efficient, think clearly about your money, I didnt

Kenneth s.

8/13/2019

We purchased a new home from Fulton Homes and our HVAC works very well. We had some air balance issues and called Chas Roberts to address our concerns. They came out to our home, on time, and did air flow testing in all the rooms. After about 90 minutes, we really don't know what the technician did, the system is balanced and every room comfort is perfect. I have only positive things to say about the customer service we have received from Chas Roberts and we are very satisfied with them.

Alex P.

04/05/2018 12:00:00 SA

Normally I do not write any reviews, but this really warranted it. The AC at my 90 year old mother's house was not working. Not knowing anything about AC systems, called in Chas Roberts. After replacing parts and charging a lot for them, was still unable to get the compressor started. Said entire system needed replacement at the tune of about $7,000.

Called in another local smaller company for a second opinion. They actually inspected the compressor and found a wire that was damaged that was connected to the compressor. They fixed the connection, tested it and the compressor fired right up. All other reading were normal and it is still working. Took them an hour and they charged $130. When the system does fail, I will not be calling Chas Roberts.

Buyer beware...

Arch J.

9/27/2017

Chas Roberts installed a split unit in my new home. Within a few months, we were getting a klunking sound. Chas Roberts came out and fixed it. The damper had been installed backwards.

Then, 14 months later, (yes, 2 month out of warranty) the attic unit blower motor fell into the blower fan ruining both. I had a different company come out to fix it, and it was their thought that while craning the unit to the attic at install, the blower motor was probably loosened and never tightened. Over the next few months, it worked loose to the point the blower connection failed. I called Chas Roberts and was basically told too bad.

Charles T.

7/27/2017

We did an AC maintenance 2 weeks ago, and our AC broke down. It never happened before until Chas Roberts guy came. What is the maintenance for when they wouldn't guarantee their service? They wanted to charge me another 89usd for checking my AC again. The lady from Chas Roberts actually told me that's why she does her own AC maintenance. I'm writing this review so that people would think twice before having their service with them, I don't know why Home Depot still carry this company. Very poor service, I don't recommend Chas Roberts to anyone. Waste of money.

William C.

7/18/2017

Well Chas. Roberts did again today. I was scheduled to have my indoor fan motor replaced after noon today. After waiting until 3 PM with no call, the dispatcher called and said after waiting over a week for the motor to be ordered, they have the wrong motor and I need to wait until the right motor is received and a new appointment can be scheduled. Funny,that is what happened last month when the outdoor motor needed replacement. I think the wrong motor excuse is the lie they tell when they can't meet their commitments. The thing sorrier than the Trane AC system they sold me is Chas. Roberts themselves. Avoid them like the plague!

Cathy N.

3/25/2017

The worst company! I only have to deal with them because we are in a new house. Every time we turn on the a/c our humidity inside goes up. When we explain this to them they stand there and looked stumped. We have had them out about 8 times and no one can fix this issue. Our drip pan is dry and no water is coming out of the spout. How can it be 18% humidity outside and 58% inside?! Not looking forward to the summer and the unfixed a/c issue!!!

Ms B.

12/29/2020

It's unfortunate when you buy a new home and you have no choice but to use this company for warranty service. Maybe Fulton homes should reconsider their AC vendor. I have had 3 service calls with this company. As many other reviewers have noted, They give you a time frame for service and do not follow it. They initially refused to replace a NEW wifi thermostat that was not working properly. When they finally agreed, the first appointment they had available was one month later. My appointment time window was 1pm to 5pm. They called at 4pm and said the technician wouldn't arrive until after 7pm. They called again at 9pm and Patty informed me that the technician was still delayed and could come as late as 3am. Yes, you read that right, 3am. It was so ridiculous that I filed an ROC complaint. What manager would instruct their service person to continue to a NON emergency job at 3am?? Then,at 10:15pm I received a call from Megan who asked to reschedule to the next day. I did inform Megan that I had already filed a ROC complaint, but she assured me that a technician would arrive the next day between 11-2. Miraculously after having ZERO appointments available for a month, they now had one available the next day. Well of course anything that sounds too good to be true, always is. Megan called me again at 10:30am to inform me that since there was a ROC complaint I would have to schedule the appointment through Fulton Homes. After I explicitly reminded her that Fulton homes absolutely required me to schedule directly with Chas Roberts, she immediately changed her story and said her managers would not allow them to repair my thermostats at all until the ROC complaint was finished. Now of course that is also false, they can certainly repair the item prior to the ROC inspection, in fact that would be their best course of action. My guess is they just don't want to do the repair. So if you are one of the many that has absolutely no choice but the use them, I am truly sorry for you. And if you do have a choice, use someone else.

Todd D.

5/15/2019

The worst service organization in the valley period ! You shouldn't buy a Taylor Morrison home just because they use Chas Roberts as your heating and air conditioning company. They installed inferior Honeywell thermostats that the service tech said had technical problems associated with the serial number and would not link up to WiFi, but still installed them. Then they pit you against Honeywell and Taylor Morrison saying it's not their problem it's yours. Bottom line pick another vendor for your heating and AC needs Chas Roberts is substandard.

Daniel W.

09/05/2017 12:00:00 SA

Zero stars. They have got to be the worst ac contractor ever. We buy a brand new house. After 4 trips to the house already. They still haven't fixed it. I have had to take all this time off of work for these sorry people. And today they didn't show up and didn't call. So another day of lost wages for me.

W T.

01/05/2015 12:00:00 SA

The worst experience ever with any service company in my 22 years in AZ.
the list of issues is too long for yelp and to this day I am still paying for their poor installation job.
Ask around and you will find many horror stories about this company. I cannot believe they are still in business.

Brad E.

6/28/2017

I had a scheduled appointment with Chas Roberts for Monday this week. I was given a window of service between 11-2 pm.They advised me that they would call 30 minutes prior to let me know that they were on their way. I received a call at 1:36 pm letting me know that they were running late and would likely be at my house between 3-4 pm. I advised them that I needed to be somewhere at 6 pm and would be unable to attend an appointment much later than 4 pm. They never showed, never called. I was placed on an on-call list for the next day. THEY missed the appointment and instead of giving me an appointment the next day, I was punished and sent to the back of the line for the next day. No new appointment.

Tuesday rolls around. No call. It is now 4:30 pm on Tuesday and still no call. A full 24 HOURS after they said they would be there for the revised window the day before.

Tuesday night. I go to bed at 10:30 pm. House is quite, 3 kids sleeping, 2 dogs sleeping, 1 wife sleeping. My phone rings at 11:39 pm. I groggily reach over to silence my phone, thinking that I must have set an alarm when I last traveled and forgot to turn it off. SIX MINUTES LATER, my doorbell rings. The household is awake. I get nervous, naturally, because only law enforcement or criminals come to your door at 11:45 pm. Criminals don't ring doorbells though, do they? I guess they aren't the smartest this world has to offer. Who knows, maybe this one rings the door bell. I walk to the door and look out the peep hole to see some guy standing there in what appears to be a bowling shirt. I just woke up, don't have my glasses on, so I struggle to read what is printed on the breast of his shirt. I don't know him, it's 11:45 pm, so I don't answer the door. I watch him walk away, shaking his head at my house like we are wrong for not answering the door that late. I then decide to move to the front window to peer through the blinds to see if I can better identify this person. There sits a Chas Roberts van in front of my house! Are you kidding me??! Nobody ever told me that they would come that late. I discovered this morning that they will make house calls as late as midnight. That is crazy!

Am I back on their schedule? No. I'm on call for Thursday now. Again, I never missed an appointment. They did. Now I need to wait until Thursday, cross my fingers until midnight, and hope they make it to my house.

I get that this is a busy time of year. Can you imagine if consumers were as flippant with our end of the agreement? Maybe I pay the bill, maybe I don't. Hey mortgage company, the money wasn't there this month. Things got expensive, you know, it's that time of year. We can't be though.It's very one-sided with Chas Roberts. Beware. If this wasn't a new unit on a new home with a home warranty that requires me to use Chas Roberts, I wouldn't work with them.

Anne F.

09/08/2017 12:00:00 SA

Thank you, Chas Roberts Air Conditioning & Plumbing, for failing to show up, yet again. Last week, I was scheduled in the 8am-noon window and your technician felt lunch was more important than keeping an appointment and was extremely rude about it on the phone. Then, your customer service person couldn't care less about the whole situation but rescheduled for today (noon-4). At 3pm, a CSR calls and says that the tech is running a little behind but should be here around 430. That he'll call when he's 30 minutes out. Well, here I sit...at almost 8pm and I STILL haven't heard from the technician.
I have NEVER dealt with such a horrible company! One that has NO respect for the customer. If my equipment wasn't under warranty with Chas Roberts, I WOULD NOT wait for them again. Why is your time more valuable than mine?
Horrible, horrible company! Rant over! P.s. I only gave 1 star because I had to mark something. Otherwise, it'd be ZERO! #Worstcustomerserviceever

Janet K.

06/10/2019 12:00:00 SA

We have used Chas Roberts for years. I have always found them to be prompt, friendly, reliable and most importantly fairly priced. Our AC stopped working on a Sunday; when we called we were told there was no extra charge for a Sunday repair. We had them come out on Monday since the service hours were more convenient with our schedules. Daniel Kiefer was our technician. He explained the problem and fixed it within minutes. In addition, he did a check on the system. I would recommend Chas Roberts to any one who is having issues with their air conditioning.

Annamarie D.

09/09/2019 12:00:00 SA

AC unit out since August. 1st repair tech took over 4 hours to diagnose issue w/out repair. We waited 2 weeks for part. Next tech came to fix & took over 4 hours to say it was different issue still didn't fix it & was rude. I requested experienced tech to fix it & a call from owner/manager. I have not gotten a return call. The next Tech came & still couldn't fix it. Supposedly ordered another part. We're Still waiting on part/repair for two weeks. It's been over a month with a nonworking AC unit. The unit is blowing hot air & sounds louder than truck. Over the last two years we have had to have multiple repairs on the brand new unit. It was a brand new build & Chas Roberts was builder choice. I believe they are not repairing our unit since my complaint. They send techs out after 9-10pm & they spend hours to still not complete the job. Again, requested return call from the owner or manager for resolution & no call. So now I am resorting to file complaint.

Ybarra G.

09/06/2017 12:00:00 SA

*UPDATE*
Jaime repaired the damage to the wall and I have to say he did an outstanding job...spot on! I wanted to let someone know how pleased we are with this craftsmanship and professionalism. He was the first and only person at Chas Roberts whom apologized for the incident.

Monica K.

9/26/2016

We have a 2.5 year old home with Chas Roberts installed a/c equipment and ducts.. In the last 6 weeks we have had to replace the compressor 2 times. Since the first time was during extreme heat, would have had to wait 6 days for service with higher charges, so called another more responsive and as we found out reasonably priced company.

Now we have scheduled another service through the builder with Chas Roberts. It has been a month trying to get a missing duct installed.

First visit scheduled between 8-12 with a call ahead. No call. I finally followed up and they showed up at 6. Man confirmed we needed the duct and said they needed parts which were not ordered for the job.

Second visit scheduled, no call and no show.

Scheduling the third appointment, I asked for the first appointment at 8 on Monday since they had not shown up or called. I asked for confirmation call Friday afternoon. Yup, you guessed, Didn't happen. It is now 8:30 Monday and when I called they said they did not have me at 8, it was 8-12.

Fortunately, I have some time flexibility. My business allows me some control over appointments, but having to reschedule is not well received by clients.

Imagine if you had to loose a days pay each time Chas Roberts didn't follow through on their appointments. Beware!

Alison D.

8/30/2016

Got home from work yesterday and found the A/C had stopped working. New home- 2 years old - Chas Roberts units from the builder. Called Chas Roberts before 5PM and was told someone from scheduling would call me back within an hour. No call. I called 3 more times last night and got the same line of BS each time. Called again at 5:30 AM and was told someone would be in the office by 6:30 and they would call me back as soon as they got in. Yeah right. At 7:30 still no call so I called again. Spoke to Olivia and she was able to get me on the schedule today between 9-12. But, she started laughing while on the phone with me as she was reading the notes from my previous 5 calls - is something funny about not having A/C in AZ in August??? I typically have a good sense of humor, but I guess just not today. For someone that answers phones to provide customer service she lacked empathy. Most likely because she has to deal with the brunt of these issues everyday that have not been addressed by the management team.

I would not have called these people but the unit is under warranty. I did find it strange that they asked if it was under warranty when I called - like that should make a difference, but I guess it does when prioritizing who gets service based on how much money they can make on you.

Terrible business practices. This may not be the last they hear from me depending on how my service appointment goes later this morning. The Better Business Bureau might be hearing from me too.

Veon H.

03/09/2018 12:00:00 SA

As new homeowners we had some uneasiness as it related to our a/c. We made a phone call to our builder who contacted Chas Roberts a/c & plumbing. Jeremiah B. (C.R. Certified Service Technician) arrived at our home within 48 hrs of the initial phone call. Jeremiah B. listened carefully to our concerns. He was very knowledgeable. He educated & orientated us on how to properly program & set our thermostat. We were reminded of the importance of registering our a/c unit. He provided the serial & model numbers for the HVAC a/c unit. He did a temperature room balance in each room and area of the home. Also, our bypass damper was replaced. He was very thorough, and covered all bases. We would recommend Chas Roberts to any of our family & friends.
Thanks Chas.

Steve S.

06/12/2019 12:00:00 SA

I wish I could give a zero. Worst service ever. I called around six because my air wasn't working and It was over 100 degrees. guy came out at 7:30 and said sorry my ladder isn't tall enough but someone else will come out. 9:00 I called and I was told I was next in line. 11:00 I called and my call was returned around 11:15 and I was told the tech was running behind but if I still needed service it would be two hours. since it is hot I said yes tonight will be fine. it is now 3:30am and nothing. I would never ever recommend this company to anyone. based on the reviews I am not alone. good luck staying in business with this business model. good luck.

Lyrker A.

6/30/2014

Original review:

I scheduled an appointment for routine maintenance from 11-2. The tech didn't show. I called at 2:15 to find out what happened and was told he'd be at my house in 30 mins. 30 mins later I called Customer Service back since he still wasn't there and was told (again) he'd be there in 30 mins. I asked them to call if he wasn't going to be able to make it in that time; they said OK they would.

30 mins. later, no call and no tech. I called back and was told the Customer Service dept. closed at 3 (it was now 3:30). They didn't tell me that when I asked for a call-back. That's when the tech called me - to tell me he'd be around in 20 minutes or so. That would put him almost exactly at 2 hours late. No apology or explanation given: he just expected I'd be ready to wait longer. I told him he was supposed to be at my house between 11 and 2 and that I didn't want his service any longer. He seemed surprised and disgruntled but again didn't apologize or try to smooth things over.

Worst business experience all year. Do not waste your time with this company. Find someone who has decent reviews who will actually send a tech to your house on time.

.

Updated Review:

I just noticed that Chas Roberts posted a form letter response to my negative review. In it they claim that we put our customers first to make themselves look cool but.... look at the date. It took them over a YEAR to post that.

I stand by the review I wrote. This company is a pure stay away from. They did the original install on our AC unit and we've had nothing but trouble with it. Another company walked us through the way it was installed and even I, a layperson, could see how badly put-together it was. If I'd seen that before I would have skipped calling Chas Roberts for a repair. I would have known they were incompetent.

Just look at all of the other negative reviews here. Businesses can't pay Yelp to fluff their reviews. Believe what you read from customers and find another company to go with.

Tim B.

07/05/2016 12:00:00 SA

Put me down as another person who thinks Chas Roberts' service is awful.

They put in the AC/heater in our brand new house that we moved into 12/15. First few days the system pumped nothing but cold air into the house. After 3 or 4 visits they determined they had wired our system backwards, it was cooling when it should be heating.

Now its summer time. We have a few rooms that are hotter than the others. I call and ask for warranty work. I get told that they are a week out. Now my thermostat just emailed and told me it has been asking the AC unit to pump in cold air for 4 hours and yet the temperature has risen 3 degrees. I wonder how much this mistake of theirs is going to cost me.

Reading these reviews my guess is they aggressively bid to install new units thinking people will continue using them. Do yourself and your family a favor, never use Chas Roberts.

Phil G.

6/28/2014

This review is based on Chas Roberts as an Original Installer for Richmond American Homes new construction.

Chas Roberts installed two Goodman Desert Series Heat Pump system with Air Handler.

The first couple of months of living in the new house I noticed that 1/2 the house was hot.

So I called the number on the thermostat and Chas Roberts came out.

Verdict....Freon leak in unit. Wait how could there be a freon leak in a brand new unit? Wish I would of known more about HVAC then. So unit gets repaired more like the tech just added freon.

Year two summer rolls around. Same thing. Same unit leak. repair performed freon added.

Year 3-7 same story, but this these times I went with other contractors with same result. All said terrible install. None of the contractors recommend replacing the unit if it is less than 10 years old. I looked online and these units can be had for $2000 plus install. I have been paying about $500 a year for leak fixes and freon. Probably could have had a new unit by now.

Going back to Chas Roberts. All the thermostats installs had big holes in the drywall that was not patched. So this summer of 2014 I patched the wholes. Also all the vents had to seal. Close to 1/4 gaps at registers. Really these guys are happy with such sloppy work. Richmond American has to take some blame as well as they are the final say.

The air handler has multiple air leaks. Once I get some Mastic and UL Al tape I will seal the leaks.

The hvac flexible ducting has leaks where they attach to the air handler.

Also the routing of the HVAC flexible ducting is terrible. One of the ducts loops in a circle...really how efficient is that?

I guess I will take it upon myself to correct what the professionals have done.

Rob B.

6/29/2016

The worst customer service! We had a new home built and is only 8 months old and already had compressor replaced! Three weeks later unit stops cooling! Bottom line Horrible horrible company to do business with do not!!!

Rob C.

7/13/2018

My home is less than two years old and have two A/C units. I started noticing the smaller unit wouldn't turn off and sure enough, during the day it was running nonstop and not cooling (Saturday & Sunday). Called Chas Roberts said they were booked but could have someone come out the following day (Monday) with a 30 min. call before arrival. I waited until around 6pm next day, finally the tech calls at 10pm. I understand it's middle of summer and it's busy. He shows up, does his diagnostics and tells me everything's working fine. Keep in mind this unit had been running nonstop during the day for the previous two days. Again I told him something is wrong and he insisted there wasn't anything wrong.

The next day I called again and explained the situation. The person I spoke with said someone would call me back and they did. I explained the situation to the guy and he booked me another appointment for Friday. They send the same kid out again this time during the day and warm out. He's in and out of the house trying to diagnose the problem, calling co-workers trying to figure it out. Finally after two hours he tells me the compressor is bad and has to order a new one. Could take up to two weeks....really? A heating and cooling company that doesn't have heating and cooling parts readily accessible for the very thing they are in business to do???? So now I guess I just sit and wait here in the middle of summer for them to order the part and make another appointment to install it. Today is Friday and the unit has been running nonstop during the day since last Saturday. Not to mention the electric bill I'm gonna get next month. Unacceptable!

Because of my cheap garbage home builder I have to use Chas Roberts because of the warranty. Long story short, DO NOT USE THIS COMPANY.

MB D.

8/13/2019

Luckily this service call (cost) was picked up by the builder ($85). The technician took no less than 3 lengthy personal telephone calls during his visit. Just shooting the breeze with his friends while being paid. I was furious. Name of the tech was Luis. Nice guy who needs customer service training and someone who needs to lose his cell phone privileges. Glad I didn't foot the bill. I would never have them here again. Used my hose (didn't put it back). The comment by the company spokesperson below is not accurate. I was able to hear the content of all conversations in progress. Altogether a poor experience.

Andy K.

08/03/2018 12:00:00 SA

Currently dealing with Chas on our 18 month old Taylor Morrison home. Horrible customer service. Have had them at the house 3 times and all we get are excuses. Tried to hire another company to work on our units and low and behold Chas has installed particular locks that won't allow other companies to get gauges on to text equipment. Looks like they get lots of 1 star reviews.

Rich S.

07/03/2016 12:00:00 SA

The A/C is fine because they didn't make it. When something goes wrong, you discover that Chas Roberts is unable to appropriately service what they sell. As I write it's over 48 hours in Arizona heat without repair, on an expensive unit under two years old with full warranty. The company has been told repeatedly that there is an 80-year old woman and five dogs in the house but they are unable to get the work done. They've ruined our 4th of July weekend and compromised the health of my mother and my dogs, as well as the dogs I was caring for over the weekend. Looking at their Yelp reviews it seems clear that they prioritize paid repair work over fulfilling their warranties. Don't do business with these people.

Missy M.

07/01/2018 12:00:00 SA

*UPDATE* surprise surprise my AC unit broke yet again. This will be the 4th time we've had Chas Roberts come out to repair it, 3rd time in less than a month. I'm so sick of this happening. Nobody seems to know how to fix the real issue or even know what the real issue is. My concern is after my warranty is up on my home in a few months, this will continue to happen and I will end up paying thousands of dollars on repairs or replacements. This is a new house!

Larry B.

7/16/2019

I purchased a new home and Chas is the A/C provider. I have a thermostat with an joining sensor. The problem when the sensor is attached thermostat the reading jumps all over. I have had them out 5 times and more often than not they send out techs fresh out of school. I am told a lead tech will come out but no. It is so bad that the techs have to read instructions or I tell them how to program the thermostat. I know techs need to start somewhere but come with an experienced tech and after 4 times you would think that maybe they would send somebody with experience. Oh and when they come out they do the same diagnostics as what was done the 4 times prior with the same result. Waste of time.

Tristan J.

5/28/2014

Extremely Frustrated! I appreciate that Chas Roberts came out the same day that I called them but the rest of the experience was miserable. AC unit went out, had chas come out and take a look at it. Tech said the capacitor was bad and replaced it. Great, now my family can stay cool.....nope! One hour after the tech left it went out again. My family had a not so nice sleep in the heat that night.

I called into to schedule an appointment for them to come back out and explain my frustration with my experience. All I was told was that supervisor would call me back (still waiting).

I feel like nothing was fixed. We pay you (ridiculous amounts of money) to FIX our AC units and you did the exact opposite! I don't want to have to keep calling a company out for a problems that should have been fixed with one trip.

Will update this review when problem is fixed.

Giving a 3 star rating instead of 2

Jimmy came out to my home to fix the remaining issues. I appreciated his professionalism and knowledge. He gave me his business card and offered to call him personally if any issues arise from here on out.

I'll probably be using Chas again mainly because my parts are still under warranty with them. Might be shopping around when warranty is up because of the high labor cost. Its amazing how pricy they are.

Frank J.

10/29/2018

Recently bought a new build in the subdivision of sienna hills in buckeye. Upon moving in the air conditioner froze up so we called Chas and a tech named Ramon came out within hours. He quickly got our ac up and running and we believed we were good to go. The next day rolls around and I notice that our ac won't turn off and just constantly runs, so I make another call to Chas and back comes Ramon, he was able to discover the real problem this time and got the problem resolved within 2 hours, he provided great customer service and even noticed that the installation techs installed our vents facing the wrong way and corrected them. my review of the service I received from the call center and the tech Ramon is 5 stars but installation gets a 3.

Curtis S.

8/14/2019

Everything about this company is garbage from the techs to the customer service. The tech did shoty work just so he could get in and out and charge me money that he knew I was basically throwing down the toilet. The Reps when you call in do not follow up with what they say they will do. One rep told me that I dont pay his check so he doesn't have to listen to me and then hung up on me. I have a small child, a dog, and my fiance who is currently 4 months pregnant and its currently summer in arizona and they took the opportunity to absolutely take advantage of me just to make some easy money. I had another tech from Autum air out here and within 30 seconds he had found the issue and could tell without even touching the unit. He removed the outer piece while on stood there and sure enough he was right all he did was listen to the unit and already could tell where the problem was yet. Chas Robert's wanted to have another trip done another day and charge me again. Don't ever use this worthless company unless you enjoy throwing money in the trash.

William T.

09/12/2015 12:00:00 SA

I want to thank the team at Chas Roberts for working with me on a repair of my AC. They did some work for me last year and we had some problems with the same issue but the parts were out of warranty. We came to a agreement on a fair price and felt that they went above and beyond to make sure that I was happy with the service that I received. Mike who works in the shop was great to deal with and my tech who I believe his name was Eben was fabulous.

Thanks
W. Thompson

David F.

06/04/2016 12:00:00 SA

We live in Eastmark community. This is the second time our brand new air conditioners gone out in 2 years. Chas Roberts did the original install on it. Our neighbors on both sides have had the same issues and problems. They all had installs done by Chas Roberts. Plus their customer service is terrible. The guy I talked to yesterday was a jerk.

Charles W.

8/24/2018

Our 4 year old AC started cycling on and off frequently. Since it is so humid, it wasn't able to cool or dehumidify the house. We called Chas Roberts first thing in the morning, and they were able to send Abram out that afternoon. Abram stuck with troubleshooting the unit until fixed, and we are now enjoying the cool air. Very satisfied with the service thus far.

R.A. J.

08/01/2018 12:00:00 SA

When I called in the service call, I explained that I had a new unit and that all I needed was for someone to come out and check the settings. I was assured that Chas Roberts could handle the job. The Tech was an arrogant, know-it-all jerk who talks down to his customers. He was in our home five minutes and told us that he could not touch the unit because it was new and it would void the warranty. With a smirk on his face, he collected $85 for coming in the door and left. This company is a complete rip off - run away!

Elizabeth H.

6/21/2018

We came home from work yesterday to find that the air conditioning unit was not on and a house that was 83 degrees due to the 110 degree day. My husband called Chas Roberts at 4:45 pm and they were able to give us a time window that night of 7 to midnight which we happily took! The tech arrived shortly after 7 and by about 8 the air was fixed and running. We still had some warranty left on the unit but wanted to note our good experience and the quick response by Chas Roberts!

James K.

6/15/2018

Garbage company! Stay far away. Had to reschedule and take time off of work two different times. Had a window from 11am to 2pm, nobody showed up. I called at 2:30 and they said they were running late, but would not give me an estimate of when I could expect someone. Tried to call and speak with a supervisor about my experience and the lady at the call center was incredibly rude and yelled at me over the phone saying she could give me a managers information, but she wouldn't. What kind of manager hides behind their employees?? Do not waste your time with this company. There are way better companies out there who truly care about you as a customer.

David H.

11/19/2015

The installers came out to install a new central air unit in my home, and I sent them home. I tend to be a trusting guy, and I was handling the inconsistencies in what I was being told until the technician told me they were installing a 3-ton unit, where I had been told a 3 1/2-ton.That was the last straw, and I decided I couldn't trust them any longer and cancelled the install.

Here's the story: They came out in September for a repair to one of our two AC units. Knowing it was near the end of its life cycle, we elected to replace the unit, but we would do it in November. They agreed to let us apply the repair cost toward the replacement, which was nice. But when they came out to measure for the install is when the inconsistencies started. The story now changed from the south unit needing to be replaced to the north unit. I chalked it up to a miscommunication, but was skeptical of the explanation. It was the south unit that wasn't cooling adequately. He said that was because of the clogged filters, but it was the north unit that had the leak. Then we had an issue with the tonnage. The existing unit was 3-ton, I wanted to upgrade to a 3 1/2-ton. They told me that going to a larger unit would require a $180 permit fee to Mesa. That didn't make sense, but I told them no difference, I still wanted the larger unit. Then he hemmed and hawed some and told me there was some technicality that in this case I wouldn't need the permit. Anyway, my trusting nature was carrying me through until the installers arrived with the 3-ton unit. I asked why I was getting a 3-ton unit for the price I was quoted for the 3 1/2-ton. Well, it had been sixty days and prices have gone up. Nope, cancel this install. I should have consulted the Yelp reviews before calling them. I had tried to negotiate a lower price by passing up on their 3-year interest-free financing, so I guess I had put them under price pressure. I'm convinced that all of the miscommunications were simply them trying to trick me into a smaller unit for the same price. In calling other companies, they told me there was no permit fee from Mesa for upgrading the size of your air conditioner. And on thinking more critically about their other stories, none of them made sense.

In all fairness, I should add that they were giving me a great price. But I'm still not going to hire a contractor I can't trust.

Nick M.

11/21/2016

Company is a total scam. Wanted to bring another technician to my home for $450 to adjust the airflow between three rooms so they would properly cool or heat each room. Then the technician that shows up is not capable of doing it because the equipment is energy star and tries to blame SRP and states that SRP must provide documents to them so that they can check their calculations. However, just one year ago during my warranty work for this house being a new-build Chas Roberts did in fact do the same exact work they now claim that they can't do and they also claim they never did that work in the first place. Still wanted to charge a service call for an idiot who couldn't do anything.

Adam M.

9/17/2018

Always a great experience with Chas Roberts, special thanks to our tech Glenn Martin. Today we called to have the A/C serviced and possibly balanced and they sent someone over same day. That wasn't expected but certainly appreciated. I was told that the excess water coming out of the drain pipe was simply due to the system working too hard and we need to change the filters. I was expecting to pay them to clean the drip pan thinking it was clogged but even after telling him that he said it wasn't necessary. One room in our house was hotter than the rest. At first he thought it would be the motor for the damper, I agreed to pay $200 if that was the case. He went into the attic and came back down, said the damper motor was fine. He could have easily charged me for the motor when I didn't really need it but he didn't. He said I probably need to balance the system and quoted me $350. He suggested that I try adjusting the vents myself first. He showed me the down side is the wind noise of the vents when closed and said if we can live with that and it works then great, if not we should schedule the balance. We have used Chas Roberts multiple times in the past and will continue to do so! (Most likey my wife won't like the noise from the vent and we'll be doing the balance but it was nice to know we had options. Shows we can trust them not to sell us something we don't need)

Julie S.

10/15/2013

I wouldn't not use Chas Roberts for your air-conditioning needs.

According to my husband we had a small fan go out of one of our units since there was a Chas Roberts sticker on the unit that's who I called.

The technician came out told me it would be $700 since it is so hot out they have you over a barrel (this was in July) so I said go ahead and fix it. He was out there 10 minutes and when he came back in the air was blowing cold. I said, hold on $700 for the fan and 10 minutes worth of work. He said yes that's what we charge. So I paid him but then I complained to the corporate headquarters and tehy must have agreed because that same technician brought me back out a check for $400!

So in the end it only cost me $300 to get the fan changed in the middle of summer which is okay but I had to go through a bunch of arguing and complaining to get that.

I can understand everybody needs to make a living but gouging consumers in the middle of summer is ridiculous!

Jim L.

06/05/2018 12:00:00 SA

I made my appt for A/C checkup 2 weeks in advance and took time off work. They said they will arrive between 8-8:30am. They called the day before and said they jeed to change to 9am due to company meeting but I would be first appt. I missed their call, called back within 2 minutes and they said they are on the way. Finally at 10:45 tech called and said he's still 45 min away. I had to go back to work, told them cancel. Called company to speak with Supv, turns out only call center but they would have them email me which never happened. Don't waste your time with this company, they lie and you can't reach them. By the way, I purchased my A/C from them a few years ago, means nothing to them.

Mary Ann P.

08/04/2015 12:00:00 SA

AC Went out while on vacation. Called on Monday and new unit installed the next day by 1:00..David and Sergio worked very fast, very efficient, helpful and Friendly~! The only Company for AC's to use!!!
Thank you, thank you, thank you!!!!!!!!!

Erik P.

4/24/2019

I'm amending my rating in that Pete called me 4/25/19 and has indicated that ChasRoberts will fix problems. Nothing done yet but hoping for the best. ChasRoberts was the original installer/contractor for our development Cantabria in Chandler,AZ for CalAtlantic/Lennar. We moved in our home Jan. 1st of 2017, inspectors told us upon moving in they don't test AC's when temps are cold. So upon first warm days of March 2017 we discover upstairs AC temp split was not even 10 degrees for new Carrier 2ton/18SEER unit. After multiple calls and almost 2 weeks ChasRoberts re-sent technicians to fix problem they told me was improper installation(never rec'd anything in writing describing work) this resulted in what appeared to the AC working properly until later(summer) discovering system wont maintain temp upstairs and even more upsetting was to discover registers that are fed from one duct actually were closer to 10-15 degrees colder that return/input air and that those readings are not constant go up and down about 5-6 degrees easily within a minute...basically one minute air is colder by about 15 degrees and 30 seconds later maybe 10 degree split.

After living with this for one summers or I actually added a portable AC unit to upstairs to make upstairs live able in summer. I decided to call third party company this year because the residents of our community have setup a community website to discuss issues with Chas Roberts and the experiences and they're not good. Actually have had neighbors say thank god they were out of warranty or just didn't want to deal with Chas Roberts terrible track record of not fixing or doing things correctly.

I had a third party company Airtime come out and I described issues and showed video of temps going up and down from registers, within a half hour was told return plenum was undersized and needed to be 4 feet in length to provide for adequate air mixing and because ductwork coming off plenum was placed so close to air handler coils that proper air mixing specifically for that ductwork/registers wasn't occurring.

Also contacted another AC/Plumbing company my brother works for and again had same diagnosis without prejudicing their diagnosis with findings from Airtime. Both suggested that I contact ChasRoberts as THEY SHOULD MAKE IT RIGHT AND FIX ISSUES with improper installation(2X).

Contacted ChasRoberts and was contacted by a regional manager Joey that stated they would make it right and stand behind their work. Two Reps came out yesterday 4/23/2019 to take a look, same thing I showed them video and even live with digital thermometer in register temps went up and down never achieving a temp split above 15.5degrees and often less. Techs spent two hours onsite, checking same things I've had two other companies check out in last two weeks, was told that they didn't know how to fix problem and they'd pass results on to manager. Didn't get any other details, was asked to sign twice on mobile phone - but it didn't disclose anything done or results from diagnostics etc.,

Later in day I get invoice/work done paperwork that says speed of my AC unit was lowered and that static pressure tested within acceptable means but temperature varied in registers as I had described. Also stated that temps in upstairs were lower by 3 degrees than when they got there...trying to say my AC works? Mind you the visit was between 8:39AM and 10:30AM 4/23/2019 it wasn't even 70 degrees during this time outside...hardly an accomplishment when then fan alone would have lowered the temp in my house during that timeframe.

Today I call to find out what is the next step, I call and get called back by two other reps(whether this is just a call center, third party answering service is hard to say) I'm told my concerns will be escalated to Joey and Pete. I get a call back from Joey and in simplest terms I get an argument that my AC is working as it should. I read back to him that his techs stated that AC maintained 20 degree split but note this is incorrect & techs last sentence states Side ductwork is varying temperature, while duct off top of plenum is staying at 20 degrees.

This is exactly what I've been saying that temps coming off side ductwork are not consistent and are not anywhere near 20 degrees and are are closer to 10 degrees. Again I'm told its working they way it is supposed to. I ask what does it take for ChasRoberts to stand behind their work and I'm told they do stand behind work, I ask questions like is this what a new AC unit is supposed to work like? I get no answer. I asked Joey what his qualifications were or are...didn't get answer. I asked if certified or a member of ACCA(Air Conditioning Contractors of America)...again didn't get an answer. Asked if Pete was Joey's Supervisor and am told he's GM, I ask that Joey have Pete call me. Pete did call me early 4/25/19 and indicated ChasRoberts will remedy problems I'll update review rating after completion.

Tim M.

2/29/2016

One of their drivers just turned left from a right turn only lane in front of me. Apparently cutting other people off on a single lane road is your priority. Certainly won't be getting my business. 7 am, 202 (San Tan) and higley. I hope next time it learns that there are other cars on the road.

Cyndi S.

04/11/2019 12:00:00 SA

I called Chas to get a quote for installation of a recirculating pump on our tankless hot water heater. I got hung up on the first time I called after giving my address. Then when I called back, the girl that answered didn't understand what I wanted. She then said there would be a $45 trip charge for a quote. Call me cheap, but I'm not paying to find out how much you're going to charge me for additional work. No other plumber quotes we got charged us a trip fee. I guess they're right when they say no surprise fees. They were very upfront about the trip charge.

Carol G.

6/27/2017

Worst customer service ethics. Scheduled an appointment and stayed home all day for the appointment. Missed a call to say the technician was on the way by 8 minutes (not informed that there is such a thing- I scheduled an appointment and am waiting 4 hours for the tech to show up). Called the driver and customer service 10 minutes after the missed call-back and the tech was rerouted but was not at his next destination yet and both said we would be next on the list. An hour and 45 minutes after the latest time the tech was supposed to show up, I called customer service and they said that because we missed the call-back they would have to reschedule (which turned out to be 24 hours later and could be at the latest midnight). No courtesy call saying your appointment had been canceled, and nothing to be said about what was previous stated by the tech and customer service that they would be on their way after the next call.
On top of that- a brand new AC unit that won't go 3 years without needing fixed and that on top of issues with the unit just after install.
This is no way to run a company. I would drop you like a hot potato if the unit wasn't under warranty, and I wont be using your services nor recommending your company to anyone ever in the future. When you sell a crappy product, have poor installation, and can't get customer service right, it's time to move out of the way and let someone else take over.

Anne F.

8/29/2015

It is an August Saturday on a 110 degree day and our air conditioner has quit working. It is very hot in our house to say the least! We have lived here for over 20 years and have used Chas Roberts for all of that time because they installed the original air conditioning unit.

We tried to get one of their techs out this afternoon to fix the air as it is impossibly hot in the house. We have four pets that can not be in this heat, not to mention how uncomfortable we are as well. We were told that someone could be here Monday afternoon at 4:30 pm...48 hours from now!!! While it is certainly not acceptable to have to wait for 48 hours to get help, I find it hard to believe anyone would even suggest it. Not only that, but they didn't offer us a possible alternative, which would have gone a long way to change how I feel about Chas Roberts as a company.

We called George Brazil and one of their techs arrived 3 hours after our call. Wonderful customer service! Please don't write the company we're so sorry response. I don't want to hear it.

Stacy H.

6/20/2017

Horrible service!
Called at 8.30 pm on a Monday because the AC stopped working.
Receptionist said someone from the scheduling department will return my call to schedule an appointment. And as you know in Arizona it's 90F at night. Waited an hour called them again because no one returned my call.. said the same thing! It was 90F inside the house! I have a toddler who can't sleep cause he's hot. And it's 120F outside!! And you know when they will come out?? Wednesday between 12-4pm!!! The worse company. If anything happens to my child because of the heat, Chas Roberts will be the one to blame! I have no other place to go. And I will not spend money on a hotel because YOU guys don't take care of your customers.

Josh R.

8/18/2017

This company sucks. My builder used them and they suck. My ac was messed up from day one Iover in. Then I think 4 maybe 5 times after that in a year. I had a leak in the attac and it ruined my ceiling and wall last year. They did have a company out to fix it. But it had mold in the wall I was told by contractor. I now have a mold smell in my house whenever the ac is running. They send someone out and they always have a reason to why it smells that has nothing to do with ac but yet I never had the smell in this brand new home till the leak. No one at the company will ever take blame or figure out what's going on. They came out a few weeks ago and closed a vent in the attac and it was gone till today it rained over the week and now the house smells again through the vents. Now I think we need to go to the regastar of Contractors. I hope next week. Because they won't fix it by themselves.

Liesje R.

07/07/2016 12:00:00 SA

I guess I am not the only one with a new home and new AC installed by Roberts and now at the mercy of Chaz Roberts to fix it. My home is less than 3 months old and Roberts has been out now 4 times and they still cannot fix the issue. The service department NEVER calls back to give a repair window nor does the repairman. Roberts installed the unit and cannot figure out why it won't cool. Still sitting in a 87 degree house waiting for relief. I don't know who disappoints me more...Roberts or my builder for contracting them. I hope I can update this with better news soon.

Bill R.

5/31/2015

To be fair, I get one star myself for letting them get away with what they did. Bottom line, don't trust them. Here's the story:
- Our A/C quit working one Friday afternoon last August. We called Chas Roberts, who did the original installation about 5 years before.
- They showed up that afternoon and diagnosed the problem -- failed compressor.
- They scheduled a sales call for the next morning

On Saturday morning the sales rep (Hector) shows up. Here's what we fell for:
- The old system is Freon and the compressor is discontinued. They can get the part, but it will be about as expensive as a new Puron outside unit. Might as well get a new outside unit.
- The new outside unit should be compatible with the old inside unit, but may not work perfectly with it. Might as well get a new inside unit too. It's cheaper to do both at the same time, and then both will be under warranty. We're up to about $6,000.
- Since we're getting a whole new system, they have these great multi-stage units that are very efficient and will pay for themselves in savings over a few years. We're now up to $8,000.
-They can be here on Monday for the installation. It' hot. We agree.

That evening I checked our wiring to be sure it was compatible with the multi-stage system. It's not. I called Hector to change the order to the $6,000 single-stage system. He says no problem keeping the current order -- wiring is included. I missed the chance to save $2,000.

Monday morning the crew shows up. Installation is uneventful until the end. They don't want to do any wiring, just hook it up with the existing wiring and enable most of the functionality. I do not agree.

Tuesday morning Hector shows up again. He's being punished -- they're making him do the wiring.
- Shortly after getting started, Hector is headed to the store for tools he forgot. To save time, I offer to lend him tools.
- After nearly all day and several holes in walls, the job is finally done. (they did send an excellent drywall guy to fix the holes).
- Hector lost some of my tools and refused to replace what he lost.

A couple weeks later I noticed they had stepped on a ceiling fixture when they were in the attic, pushing it down and cracking the drywall. Never said a word about it. I also went up to the attic and found some boxes we stored up there had been shoved off the plywood platform and were resting on insulation and ceiling drywall. They hadn't bothered to put them on the joists or put them back when they were done.

I called their office several times and was told a supervisor would call but never did. I ended up fixing the ceiling myself.

To add insult to injury, we've had the new system for 9 months now, and our electric bills are nearly exactly what they've been for the last few years. Not the slightest savings. What a complete ripoff. Lots of lessons learned, but mainly -- stay away from Chas Roberts. And don't make expensive decisions without doing your homework, even when it's really hot.

Mark T.

08/05/2009 12:00:00 SA

My first impression is that Chas Roberts gives a mixed bag of service. I purchased a new home a year ago and have had many issues with the AC blowing too hard in one room, barely at all in another and some service issues with the downstairs unit. They have been to my house no less than 5 times in the year. The first guy to rebalance the air was clueless and a supervisor came out the second time to fix the issue. The downstairs unit stopped working early on in my home owning experience and the repairman indicated it was a bad coil. He serviced what he could and said he would be back when the part arrived. He installed it and the unit worked for several months. Two months ago it went out again and a service man came out - but when he showed up it was working and he didn't fix anything. My one year warranty ran out and the AC stopped working again.

The repairman that arrived today gave me a window of 3pm - 5 pm. He actually beat me to the house and I arrived at 3:03. He asked what the issue was; I explained it and he looked over the unit. 10 minutes later he came back and said I was finished. He indicated the problem was that the fan was not properly reinstalled when the coil was replaced months ago. Since he deemed it their fault, there was no charge for the service visit and repair. Many places would have charged at least the $65 for the service visit, but he did not. Very cool (literally!) in my book!

Mary G.

08/02/2012 12:00:00 SA

Just had my ac repaired by king services. Very happy with the service. Chas
Roberts wanted to charge me $223 just to look at the AC. I paid less than that for the labor and part. Shame on you chas Roberts .

Marco M.

6/17/2015

worst company ever. Waited ALL DAY at home (110F outside...) because the AC was not blowing cold air, the tech showed up at 7pm, replaced one part, charged me $150 and left me without fix it saying that the problem now was my Nest (which was working perfectly before he touched my HVAC). Now the AC does not work at all and I need to call another tech. STAY AWAY FROM THIS COMPANY.

John C.

6/22/2017

I have used Chas Roberts for AC repair several times on my personal home and on my rental properties over the last 8 years. Generally, their service has been fine. This week they lost me as a customer. My home has 3 AC units. The heat wave is straining all of them. One went down, another was weakening and the third was teetering. We scheduled an appointment with Chas Roberts. The technician came out, fixed one, added Freon to another then he told us to schedule maintenance for the third. We told him it was teetering and asked him to double check it. He said no. Two days later that one stopped working. Guess what. I am calling a different company to take care of that problem and will never call Chas Roberts again.

Jay P.

07/12/2013 12:00:00 SA

I stopped using Chas Roberts a few years ago, but I recently had the misfortune of having sellers use them on the home I was buying. This prompted me to search Yelp to see if service has improved, and provide my feedback.

In my previous home they installed a Trane in such a way that I cannot pull the filter out without bending the metal. If they had only moved it 2 inches to the right, but I suppose that would be too much to ask.

They also sold me an electrostatic filter for ~$1100, however after running for a day or two the air would 'smell' of ion. After repeat visits, Chas promised that they would get a Trane engineer out to take a look. Never happened, I gave up.

On a later maintenance visit (I had prepaid for 3 years worth of service), the tech told me to shut the static filter off...great solution, and was Chas going to refund me the ~$1100? Heck no.

So now I am buying a home, the home inspector said we should have the HVAC checked out due to some AC split readings, the current homeowner uses Chas and Chas report 'no issues' with the HVAC....great. I guess I will be footing the bill when the HVAC breaks down the day after I close.

-- Update --

Was on yelp and read the canned response from Chas Roberts about valuing customer service blah blah blah. Which is interesting, because that isn't what they demonstrated when I had issues with the electrostatic filter.

Anyway, 2 of 3 AC units had fans replaced within 2 months of me moving in, so much for Chas Roberts inspection giving them the all clear.

Joyce T.

10/29/2017

Evan the sales associate was very knowledgable and took the time to explain the differences between the various levels of products. Install was the next day and the team was very professional, expedient and very clean, laying drop clothes over carpeting to reduce dirtying our home. From start to finish the team was top notch. Not understanding all the one-star reviews, hopefully we continue to experience the 5-star experience we had with our install.

Ali N.

01/03/2014 12:00:00 SA

I had Alberto Halameo (I hope I did spell his last name correct) today at my house.
And I did not like the way this guy was handling my problems.
I did not get this a/c system for free, I paid for it. So I expect proper attitude from your employees.

Brian B.

3/28/2014

Contacted Chas Roberts this morning to do some warranty work on a broken ventilation fan in my attic. I had read a lot of bad reviews on Chas Roberts in the past, so my expectations were not sky high from the beginning, but the warranty/original install was done by them on my new build, so I didn't have much of a choice on who to call unless I wanted to pay for the repair myself.

Called them at 8am and was told that they'd have a repairman out to me between 12-4pm, which was fine. I received a call appx 30 minutes later from the repairman, Ralph, who told me he was in the area and asked it would be ok to stop by earlier. Of course, this sounded great to me.

Ralph showed up a few minutes after 9am and was very friendly and professional. He had the work completed in about an hour. I couldn't have been happier.

I won't hesitate to use them again, whether it was their original work or not.

Lori M.

07/06/2017 12:00:00 SA

We have a warranty on our A/C units from Chas Roberts so have to rely on them for service or else the warranty will be voided. There have been numerous problems and in the past they've come out, eventually. Last night we called them 4 times and never got a return call. Today Theresa called at 6:30 am to say they could probably come out sometime between 7 pm & midnight... this evening. After being up late waiting for their return call, I wish they would've waited until 8 am to call. Did we really need to know at 6 am that they might be out in 13-18 hours?

Steve M.

10/02/2017 12:00:00 SA

If there was less than 1 star I would give them that. Their technicians are unqualified and show up with their shirts all untucked, lacking complete professionalism. Additionally dont plan on them every hitting a prearranged appointment time as they have yet to hit a scheduled time in 4 tries. They are so arrogant to think that their time is more valuable than everyone else's. Good luck dealing with them. I would try someone else. Try a painter they would be more qualified to do your AC than Chas Roberts. This just shows you what low bidder gets you

Dr. Rose C.

08/03/2016 12:00:00 SA

After waiting 2 weeks for the AC technician to clean the cooling tower and coils in the AC system, he did something to the relay and the compressor wouldn't run. Now I'm worse off. Then after being told he would return everyday, and waiting for 12 hours every day for a week,
he arrives without the part. I've had to close my business for a week and Chas. Roberts never provided the service they originally contracted to do. I recommend against ever using this company.

Danielle A.

07/10/2017 12:00:00 SA

July in phoenix, air unit in bedrooms goes out. Call Chas Roberts, told I have an appointment on Friday night 7pm to midnight with a 30 minute call prior. At 11pm I have heard nothing, I call the light night call service. They say tech called, but I never answered. I was home all night, with my phone. They never called and I did not have a voicemail. I was told manager would call back. I called three times the next day and told the manager would call. I never received a call. I set up another appointment for Monday 4-8pm. No call, no show, again. I call the service number, again. Once again they can not provide me any information, but manager will call. Fifth night in a row I will sleep on my couch, as none of my bedrooms have air. Nothing like getting ready for work in a bathroom that is literally 95 degrees. This is outrageous! Non-existent service and horrendous customer service.

Jerry O.

11/02/2017 12:00:00 SA

New home came with ac installed by Chas Roberts. First time we used it, it was unable to cool. Sent someone out to fix the leak and they started a fire in the wall of the house. We were lucky we didn't go out to dinner and caught it before we lost the house. While the wall was open they supposedly replaced the entire line. Next summer the ac stops heating. Call them back out and there's a leak but they can't find it. They need to do an isolation test and to hold us over they topped off the coolant and charged us ~$400. We hired a different company to come out and they immediately find the leak and uncover the pipe and find a lot of patches and welds. Turns out they also use proprietary bolts and if you want those removed it's $85. Highly recommend not going with this company. At this point I think you'd be better off with any other company.

Scott R.

6/30/2016

Ac went out, they could get out here the fastest. We were expecting a big bill but it was very reasonable. Istavan our technician was very knowledgeable and extremely friendly even though he had to work outside in this sweltering heat. Thank you!

Qua L.

5/16/2019

Terrible company! I don't recommend anyone to even call this company. The A/C at my apartment in Tempe did not flow cold air. I called them and a technician came out and told us that the unit is frozen and we should wait until it thaw out then it should work fine. We paid $85 for service fee. Then a week later after the ice thaw out and the unit does still not work. We called again and another technician came out and just said to replace a coil but not sure and want a sales person to come out to get a quote. In the meanwhile they demanded another $85 before I get a quote for a new A/C. I don't want to continue to pay them $85 each time for chit chat. So I asked them to send me detailed diagnosis before I would pay for the service again. I will ask for the same detail from the first visit as . If it is a good company they would outline the options and provide details for the customer to make decision. If the customer decides to get repair or replace from other company then they can charge for the service fee but instead they want to collect service fee first before they provide options and get decision from the customer. That is why this company only gets 2 stars. My mistake to even call them. A lesson learn. Anyone reads this comment - PLEASE BE AWARE AND SHOULD CONSIDER TWICE BEFORE CALLING THEM.

Robert A.

06/07/2016 12:00:00 SA

PLEASE DO NOT USE THIS COMPANY

Long story short.... They have their sticker on my air conditioner. Late at night on 06/05 my AC died and my house went up to 90 degrees. I woke up at 4 AM and call them and left a message for them to schedule me. I called again at 8 AM... they said they would call me back. I called my roommate and he called at 830 AM and they said they would call back. I called at 10 AM and they said they were working on it.

TWO DAYS LATER AND THEY HAVE STILL NOT CALLED ME BACK!!!!!

I went with hendels.com after I realized that Chas Roberts didn't really care if I died or not in the heat. I read about Hendels here on YELP and when I called they came and fixed my AC within 3 hours!!!

On 06/09/2016 still no call back

On 06/17/2016 still no call back. We called 5 times that day.... Wonder how we got missed. Better hope your call doesn't get missed too.

N K.

06/02/2018 12:00:00 SA

After this review was posted, the VP contacted our builder on a Saturday(!!) and arranged for a specialist to come out and perform a thorough diagnostics review of the system and figure out what the problem was. Now I call that great service!! just wish it didn't take so long to get someone's attention. It took them 2 days to do a full assessment, but they finally figured out the issue (we kept getting faulty compressors from a bad batch from Trane), and they repaired it. Since the repair, our AC has been working beautifully and we are very happy with the performance.

Jason J.

1/17/2017

Rude and unprofessional. Their lack of knowledge and/or lack of desire to research a warranty cost us 2k that the warranty wouldve covered. Played the we have to test this, run this, replace this, might be this but could be this game. Second company came out for a second opinion and fixed the problem immediately.

Berta L.

8/18/2015

Had them out to fix my ac....bam ...fixed in about ten minutes. Very efficient and friendly. Maybe two weeks later we had them back to install a kitchen faucet, not as fast but super nice. It was more than we expected to pay but my husband is hard of hearing so that was not chas roberts fault. 200 dollars more. But not hearing my husband cussing and complaining and throwing stuff...absolutely worth it.

Sandra G.

8/15/2018

Chas Roberts came out and checked our AC and turns out they have to order the part. Don't understand why they would come to someone's house and not have the part. When we live in Arizona and it's hot as heck. Also does not work with warranty companies and never informed neither the warranty company nor myself. Called customer service spoke with Carmen and Carmen didn't have any answers except i would have to speak to the supervisor and when i asked to speak with the supervisor said they were working in he field . Will never do business with them again took them 3 days to contact my warranty. As we are waiting for the supervisor to return the call in our very hot house !!! just to say they would have to order the part. Lousiest service i have ever worked with. Never again!!!!

Scott H.

05/01/2018 12:00:00 SA

Called Chas Roberts to come out and look at my cooling issue, since they were the original installers on my new home in 2015, agreed to the 85 dollar house call, and the tech quickly found the problem of little air coming out the register in the master bedroom, the insulation crew either stepped on, or just crammed the flex hose in between two truss members, so for 3 summers I've suffered with little cooling coming into the master with 115 degrees outside, sleeping was uncomfortable, the tech called it in, and the supervisor OK'd a warranty work, no charge fix to the problem, he replaced the squashed hose, and now I have cool air blasting through my vent, I'm very happy.

Daryl L.

9/29/2017

Chas Roberts is the most unethical and incompetent contractor I've dealt with for anything. Not only have they repeatedly left my equipment in worse condition than before they arrived, a recent visit had the technician removing my temperature measuring device from my home twice. I caught him the first time, he returned later that day disgruntled to undo the work he did at my request, and he repeated the removal of the same device. I mentioned it to the company's representative the next day and he told me they would return it. Now in a Better Business Bureau claim they have denied that theft and wondered why I didn't call the police. Why would I call the police if a contractor accidentally left with my device and I assumed it would be returned (I used the same device he used), I assumed it was an accident, but the refusal to return the property now indicates theft. I strongly urge anyone reading this to find another contractor, this one is highly unethical. If you do choose to use this company, I would record via video every moment of their presence on your property, not necessarily for theft, but for anything in which you end up needing to discuss with them at a later date, because I assure you they will deny everything that is negative in their favor. The true sign of a company with no oversight of the day to day operations by it's owners. It's clear to me the problems are hidden from them. They need to look into their managerial structure.
As far as ability to install and support HVAC systems, they have repeatedly proven they can't, the install had to be done twice and just about everything they have ever attempted on the unit has had to be undone.
I will not cease pursuit of resolution no matter how many days, weeks or years it takes.
Anyone thinking of using this attempt at a legitimate company can contact me directly at 602-527-3000 to discuss the infractions over the years I've incurred from them in more detail.

I attempted to speak to their GM of Warranty Services today, but he didn't seem to be interested, his response to the BBB claim about their inability to diagnose a poorly running unit contained nothing but denials and long tangents about things having nothing to do with the issues. My only recourse is to seek out and contact the owners as I know they are not aware of what has happened. That is, even if the operators of the company were to notify them, it would not be an accurate representation of the facts. But I have a solid feeling issues are generally hidden from the true stakeholders of the company.

Jonna M.

9/14/2014

AWFUL EXPERIENCE!!!! Short story, our home is 15 months old and our ac broke we called Chas Roberts and although they came out the next day it took them 4 hours to tell us what was wrong and charged us $125.00 to tell us this. They said they would have to order the part and that it would cost $2000.00 to fix it. Our warranty now will only cover parts not the labor. I called someone else who could also fix it and he is charging us $700.00!!!
CHAS ROBERTS IS JUST OUT TO RIP PEOPLE OFF!!

Jim J.

04/07/2015 12:00:00 SA

Had a great AC service job done by Chas. Roberts technician Hector Rodriguez. Hector was quick efficient, even washed my filters. All in all a good experience.

William R.

08/04/2017 12:00:00 SA

Horrible corrupt company . Had to use them for warranty work as they installed AC unit on my new home . My home inspector warned me not to use them . They even called me on Easter Sunday at 8pm to falsely say Home Depot had notified them I needed AC service . Don't use this company

LynnDee T.

4/14/2016

Brandon from Chas Roberts came to inspect and give a quote within 24 hours of our initial inquiry for a full ac/heat install. He gave us financing options and helped get everything set up on the first day. The crew traveled about 100 miles to my home for two days and arrived early both days. They were polite and did a great job!!!

lam t.

09/11/2017 12:00:00 SA

If you want your home In ruin, hire this guy. The AC unit they installed in my home is under power, it can't function when high humidity, but that's not all, I discover that the air coming out from my bathroom sinkholes as well. No wonder, my AC runs forever but the house stay hot. They must run the air ducts wrong way. I ended up spending a fortune for my ultility bills. Advice: Stay away from this scammer Chas Roberts as far as you can.

Rob B.

3/27/2018

I scheduled an AC tune up and inspection months in advance. I called to verify the appointment the day before, and my appointment was for between 12 - 4 pm the next day, as I expected. I waited until 4:00 pm after this company failed to show to call and find out why. I was told he was delayed at his last job, and he would be there. I waited another hour and called again. The guy on the phone said he would contact the technician and try to expedite his arrival. I told him I was leaving the house, and needed a phone call when the repairman was on his way. No one ever arrived, no phone call. I had to work the next day, and was wondering if I should call them to re schedule, or if they would contact me. I was not at home. I got a phone call at approximately 330 pm from the repair guy letting me know he was on his way to my house. EXACTLY 23 1/2 hours late. I was lucky and had a family member at the house, and was able to let him proceed. I will not go in to the required and suggested repairs he presented. This was a prepaid checkup, and I expected he would try to sell some repairs. But the system was looked at by Chas Roberts 11 1/2 months prior, and that tech did not suggest these things then. Now we need $1,500 in parts and repairs. I declined it all.
My biggest issue with the whole mess is there was never any communication from them to me. No reminder about the appointment placed months in advance, no call that the technician was not going to meet the time window on the day of service, no call he was never going to make it, no call it was rescheduled for the next day. Unfortunately, I was referred to people by a friend. I did not check yelp. I should have.

Meredith W.

5/29/2015

Called at 4pm on a Friday and had AC working by 8pm. I was sure we would suffer over the hot weekend, but they said they'd be here and they were. Cost was absolutely reasonable. Raul, my service guy, was professional and hard working. Kept me informed and did the work to cool the house before bedtime!! Would call Chas Roberts again!!! Highly recommend!

Jill J.

02/12/2018 12:00:00 SA

Would give 0 stars if possible. Carrier air conditioner installed by Chas Roberts failed just outside Standard Pacific (CalAtlantic) builders 2year comprehensive warranty. Had a Carrier autorized agent inspect the unit and found manufacturing defect in coil that caused slow leak of coolant. Builder said to contact Chas Roberts who sent out two questionable looking kids who seemed very uneducated that spent two hours on and off phone with supervisor telling them what to do foe each move they made before they determined that nothing was wrong with the unit and said that other company drained the coolant and that was why it wasn't working, which is utter nonsense because it wasn't working before they were called. They wanted to charge me $800 to put coolant in a leaking unit! I was warned about Chas Roberts and now I know the truth - scammers!

Robb T.

12/02/2018 12:00:00 SA

Yesterday, after waiting two days and postponing the service call two times the tech Jason came. After looking at the house and saying three times how nice it was set the price for the repair very high. When he started the work he said he would turn the water off at the street because he did not want the valve there to freeze(!) He said it would take at least an hour. He cut off the pipe in two places and cap them after we had all the dirt dug away for him to work. He cut the pipe and capped both ends disabling its use. The completion took fifteen minutes. Then he sat smoking in the driveway for more than 45minutes. After he left I had no water in part of the house where guess were staying and no water in the barn where I had horses. The horses could have coliced and died. Fortunately I checked on them at night and saw there watering units would not work. I carried buckets to each. It took two days of cancelling a return call with the office postponing the call for Jason to call back and say he was not coming. He said to open the valve he originally said he would not turn off and would go to the street. The valve was FROZEN and would not open! He concluded the phone call by saying: Well, things happen!

James W.

7/26/2016

I would like to share my Chas Roberts service call from Tuesday, July 26.
We were having an issue with our 2nd floor AC unit. I called Chas Roberts
to come out to look at our air conditioner. The tech, Rick, quickly diagnosed the
problem as a leak in the outside coil. We had purchased this unit from Chas Roberts
approximately two years ago for $5500. The part was under warranty, but we were responsible for the labor.
He quoted me a fixed cost of $1500+. This seemed quite high for labor costs.
I have been in the restaurant industry for over 30 years and am aware of HVAC
labor and Freon pricing. The tech told me that the Freon was $50.80 per pound of which we needed 9 pounds. He also informed me that the job would take 2-3 hours. At these costs
the job would appear to cost about $700.
While the tech was still here, I reached out to the HVAC company we use at the restaurant
and asked his feedback on the repair charges. He told me that he charges $20-$25 per pound for the Freon for this unit. He also informed me that his cost for this repair with the part under
warranty would be approximately $500.
I had Rick call his supervisor and Rick apologized to his boss for calling, but that he had a customer that was balking about the cost to repair his AC unit. The supervisor, Mike, offered to take 10% off the repair cost bringing it down to $1300. He told me that was the best he could
do. That was still over 2 times the other quote I received.
At this point I decided not to use Chas Roberts and went with the tech to his truck to pay the $85 service charge by credit card. He asked me to sign his tablet. I asked him if he had a paper copy I could sign as I could not see any information on what I was signing. The technician than old me I am done with you, you can keep your $85.

Customer Service?

Cynthia B.

7/27/2017

Just the worst. I need 2 major surgeries. So, I thought installing a new split system a/c might be a good idea ...old one was was still good, but didn't want it going out during recovery.
New unit installed: By Liars, liars & cheats. A/c? More like a sick, NOISY swamp cooler & this home is only small 2 bed. 2 non-working thermostats installed & waiting 2 weeks now for the next non-working (?) one. BIG DISAPPOINTMENT. I spent approx $7500 & ORDERED THRU HOME DEPOT PRO DESK. HAVE a 12 x 15 living room & running 4 FANS & still a sweat box. Customer Service at C. Roberts is nothing but lies: service man came over to 'fix' ...he closed off register to bedroom.(?). Other claimed 'unit did not need freon', yet was down 40% when another came out within hours. Another rattled a drill against equipment & proclaimed it's fixed. 2 days later, another one appeared & said...oh, that last guy..?...he told me he didn't know how to fix it. Appears installers are not employees of Chas Roberts (?).
I think I would have done better calling someone from Craigslist. '
Called another contractor to come over & try & fix, but was told there was a 'gentleman's agreement between contractors not to fix other's equipment under warranty--even though I was willing to pay them. Collusion?
The ONLY LOSER in all of this is CHAS Roberts' Customrs.
Even a Lennox distributor Rep came out to say 'everything is working like it's supposed to'. I guess Lennox does a lot of business in tomato hot houses. RUN, POTENTIAL CUSTOMER. EVEN HOME DEPOT NOW ADMITS THAT CHAS ROBERTS ...should have NEVER BEEN CALLED to install a unit on my home. Duh.
Home Depot tried to install ONE OF THEIR thermostats today by a Home Depot worker...but I was afraid it would negate my warranty...oh, wait a minute...Chas Robert doesn't care anyway. I can't live here. Can't rent it. & still physically in pain over needed surgeries.
...and oh, goody, it's higher humidity INSIDE my home during monsoon IN PHOENIX than outside. Bring your tomato starters & grill some bacon, boys! It's BLT time in Phx Central City. I seriously doubt C.Roberts PRESIDENT HIMSELF WOULD PUT UP WITH THIS HORRIBLE a/c THAT BEHAVES LIKE A SWAMP COOLER.
If you CAN'T fix this mess of an a/c install, please return our $$ so we can employ a contractor who cares. Take your a/c back. AND LENNOX...GO BACK TO THE DRAWING BOARD.
... CONTRACTOR Roberts, just make this right...it's all I've been asking for. My husband spent 24 years in military & this is how your company honors ELDERLY WAR VETERANS...and their ill spouses...by ripping them off? Or do you just send your inferior products/services to poorer neighborhoods?

Don L.

6/21/2016

We have Chas Roberts for our AC and it's a brand new unit installed a new home build. The AC went out a few days ago and we called it in for warranty work. They were supposed to be here Monday and never heard anything so we called late Monday to see check in the status. A rude customer service agent answer the phone. I asked if he was having a bad day and replies back with even a nastier attitude. I couldn't believe how bad the service was over the phone. While the agent puts me on hold the recording says calling Chas Roberts will be the most comfortable call. Not even close. The agents sound like they are cranky and are in a hurry to get you off the phone. I called again on Tuesday and found out that there was no order out in! Basically we have been waiting around for nothing. I asked to speak with a supervisor and they said no one is available. I can't believe this place is even in business with how they bad they treat their customers. Horrible customer service and I'm still waiting for them to come and fix out AC in this crazy hot summer! Supposedly they are supposed to come out tonight anywhere from 4:30pm to 10pm. Stay away from Chas Roberts!!!

Darby S.

4/14/2016

I took advantage of a sale at Home Depot for a pre-summer sale for air conditioning service for $39.00. Home Depot contracted with Chas Roberts, which I accepted because my air conditioner is a Chas Robert unit originally installed with the house. The technician (#742, Istvan Gerdai) came on 2/16/2016 and 'serviced' the unit. Nothing was found to be wrong and the unit was full of freon. The technician recommended changing my air intake filters (which I did) and tried to sell me an expensive wi-fi thermostat which I declined. The AC was not used until 4/2/2006 when I turned the AC unit on and it would not come on. Air would blow, but the AC unit itself would not come on. I called Chas Roberts back and they sent the same technician back to my house. He inspected the AC unit and informed me there was no freon in the unit. I asked him what happened since the unit was fine when he left and we had not used it since. He told me 'they could break at any time'. He then asked me to sign a work authorization for a Leak Search and 2 lbs of freon, which I did. After inspecting the unit outside and in the attic, he told me the 'travel valve' on the outside unit was leaking freon and the coils in the attic were leaking freon as well. He then tried to sell me a new AC unit. I asked him again how they could suddenly start leaking when we have never had a problem and there was no leak when he left from the original service call and we had not used the unit. He again claimed that 'these units could break at any time'. I asked him to show me the valve that was leaking on the AC unit and he did and it was leaking. I asked him if he used that valve to hook his gauges to and he said no. He said the valve was used by the factory to fill the unit with freon and then ship for installation. I asked him again why it suddenly started leaking and he repeated again that 'it could break at any time'. I then declined any more 'work' and asked him to leave. I was charged $328.00 for the leak search and freon.
I hired another AC contractor (George Brazil) the next day. George Brazil inspected the unit and found no leaks other than the 'travel valve' which they called a liquid line service valve. I asked the George Brazil tech if that valve is used to hook gauges to check freon levels. He confirmed it was not. The George Brazil service invoice reads 'liquid line service valve was mid-seated allowing freon to escape. Backseated valve and stopped leaking instantly. Could not detect leak in coils in attic'. George Brazil refilled 16 lbs of freon and the unit has worked fine since. George Brazil charged me $766.00 for the freon and service call and I want that amount added to my refund. Either through incompetence or outright deception the 'travel valve' was loosened allowing all of the freon to escape forcing me to pay of total of $1133.86 for repairs for a unit that was not broken in the first place. I am seeking a refund for all money paid I also believe the original 'service' was a scam to get me to buy a new AC unit.
I called Chas Roberts (602.943.3426) to lodge a complaint on April 4. My information was taken and I was told someone would contact me, but as of today (4/4/16) no one has called me. Complaints have been filed with the Better Business Bureau and the Arizona Registrar of Contractors. I will update post if any updates.

Gina G.

3/13/2017

I actually had a really positive experience. I am in a new build 8 months post-signing and still under warranty. I turned my air on over the weekend when it got into the 90's and we had some company over. The fan came on but no cold air was coming. I tried turning it off for a while then back on and turned the thermostat down really low but wasn't having any luck. I called Chas Roberts since they were listed on the contacts my builder left inside my cabinet. They were able to come the same day, and in fact arrived within about an hour. They ended up installing something called a hard start kit and had the place cooling down shortly after they arrived. Everything was covered under warranty so I was relieved that I had tried the A/C well before summer start (and end of warranty). They did mention their extended warranty/service plans offered for just over $2K for 10 yrs and $1.5K for 5 yrs but it didn't come across as a hard sell. I was directed to their website to check it out. I see that they have polar opposites on the reviews so I'm not convinced I would invest in that option until I see a consistently good review profile. But my technician Jeff was really nice and helpful and this particular service was definitely a positive one.

Lauren R.

06/05/2016 12:00:00 SA

Last night the a/c unit for upstairs went out on our new home that's only 2.5 years old. Aside from the fact that a unit shouldn't be breaking that early on in its lifespan, we were exasperated because it's been record-breaking heat here the last few days. Of course. After checking our home builders' site, we found that Chas Roberts was the installer and we would need to contact them for service. After reading reviews online, I begrudgingly decided to call. I waited until 8am this morning (a Sunday) and an answering service picked up. I was pleasantly surprised at how nice the gentleman was as he took my information and assured me a call back soon since they opened at 8am. Well, I should have known... 2 hours later I still hadn't received a call. So I tried again at 10am. Got the answering service again. This time it was a woman who was unsure why my first call never went anywhere but again, assured me that the tech would be getting in touch with me very soon to schedule the service. By noon (4 hours later), I called again and the lady who answered told me that I just needed to wait because my information was with Scheduling and that's all she could say. I asked her to cancel my request and then called Hendel's Refrigeration, who immediately answered and got a tech scheduled for this afternoon. Ironically enough, while the Hendel tech was here (exactly at the beginning of the time window I was given), the Chas Roberts tech called and said he was getting in touch to schedule my appointment. I told him he was misinformed and I would no longer be needing his service. Now, I know not to waste my time with Chas Roberts and I sure hope anyone reading this knows it too.

Mark D.

9/25/2018

So almost 2 years ago I bought a Garrett Walker home Chas Roberts is a company who installed my AC system in my brand new house in doing so they didn't pay attention to how they were installing the and did a pretty shoddy job they also wired the controller for the air handler so was not functioning properly and when I called them to fix the controller they basically were holding my warranty that I had through Garrett Walker for ransom telling me that if I didn't buy one of their maintenance warranties that they would void my warranty through Garrett Walker and wouldn't take care of any problems with my air conditioning now my air conditioning system that was installed by them when my house was being built is pulling air from the attic into the living space and they're telling me that I don't have any warranty on labor all I have is warranty on is I wouldn't recommend them to do any plumbing and or definitely any AC work of any kind to your home they really don't know what they're doing and they seem to do pretty shoddy work

Matt C.

06/09/2016 12:00:00 SA

These guys are the sub contracts for Heating and Cooling for Fulton Homes (or at least several Fulton Home Communities). We have had numerous issues with the A/C system on our new Fulton Home since the beginning and it is barely 1 year old. The technicians who have come out to our home have been chauvinistic and rude to my wife and when they dealt with me, at first treated me like I didn't know what I was talking about until, I was able to prove to them that I knew my stuff and then their attitude changed. All around poor service and poorly designed system and original installation to begin with. I would never use them for anything for out of warranty service.

Amanda P.

8/24/2016

this company is the worst I've ever encountered. first they do false advertising showing 39.99 but when they come to the house stating 69.99, the communications between the techs and the office is horrible, and to top it off the tech was rude. while I was on the phone to resolve the price issue the tech drove away right in front of me after the lady from the office asked him to stay till she sees what they can do, but not before getting angry with the office receptionist that she shouldn't be telling customers it's 39.99 and yes this was through my phone. my advise is to not use this company.

M. C.

07/10/2016 12:00:00 SA

I've had good luck with Chas Roberts Air Conditioning Service so thought I would give their plumbing service a try. Big EXPENSIVE mistake! The plumber charged me at least TWICE the going rate for a minor plumbing issue. I had to call a second plumber to figure out why I had no pressure to my sprinkler system a few days later, only to find out that the Chas Roberts plumber barely opened my main valve after the repair. Enough pressure for the house, but not the sprinklers. Ridiculous.

K S.

7/20/2016

DO NO USE THEM. I have never experienced such bad service in my life. It took 3 months and 9 service technicians to fix the issue . Every tech had no idea what was our situation. I had to call 2-3 times a day for a call back from a supervisor(Pete) which I still have never heard from. We had to get our builder involved for over a month until the issue was resolved. Please save yourself the headache and go with any other company. Read reviews and learn from the mistakes of all these customers.

TC C.

6/27/2017

Chas Roberts installed an entire new Carrier unit in my home four years ago. Recently, on a Sunday evening during the most recent heat wave, a capacitor failed, causing the unit to stop cooling. I called a support number I'd been given at installation, they found me in their system, and within 1.5 hours a technician was at my door. He had the issue resolved within an hour. Chas Roberts totally exceeded my expectations, and I highly recommend them based on my personal experience.

Lindsey C.

6/27/2017

If I could give negative stars for this company I would. We had a work order set a month ago for a technician to come out and service AC unit due to making a loud noise every time it turned on. The technician was 2 hours late. They never told us his name or had us sign a work order. After he left we noticed the house wasn't cooling. The thermostat said 82 but we had it set at 79. The unit was running but cold air wasn't coming out. I called Chas Roberts and the women on the phone said they could squeeze me in but the window was from now until midnight but kept saying we can get you in today. I informed her we didn't have this problem prior and i am 6 months pregnant in a house without AC because the technician messed up the unit. This house is brand new just built April 2017. So everything should work. So now I am stuck with some stranger coming in my house anytime before midnight and have to be in the house with no AC pregnant in the middle of summer!!! This place is horrible. If this unit wasn't with the house I would never use them absolutely horrible. The lady said Rick came out to service the unit. Steer clear of Rick and this company!

Bob B.

8/27/2014

As I was waiting for Chas Roberts to arrive for an emergency Sunday repair in August, I looked up a few Yelp reviews and was shocked and frightened from all the complaints. Our A/C went out late Saturday night and I was forced to call for repairs early Sunday morning. After reading the many negative reviews, I wasn't expecting prompt service.

On Sunday, Chas does not estimate or guarantee appointment times, the tech would call 30 minutes prior. Since someone had to be at home and wait for them to arrive, I expected to spend my entire Sunday in a sweltering hot home. NO ! The repairman called me about 20 minutes after I called for the appointment and arrived 25 minutes later. As I read in other reviews: the capacitor needed to be replaced. The unit was only 14 months old and already needed a new capacitor. But the Chas repairman had the part replaced in 30 minutes with cold air blowing again. Sweet !

Now the bill: I know other A/C companies charge double for Sunday or peak demand repairs. Chas does NOT charge any additional fees for emergency repairs. My entire bill was $105; and I went from tropical heat in my house to 75 deg in less than 2 hours. I was completely satisfied with their speed, knowledge, and repair cost. Excellent.

Just keep in mind, that many Yelp reviewers write exponentially more negative reviews as opposed to positive experiences.

Janet B.

6/14/2017

I had a new Trane heat pump installed by Chas Roberts in May. Since my old unit was 19 yrs old, I had a lot of questions about how the new one operated. All techs who responded to my calls for service were courteous, professional and patient with my slew of questions. There was sometimes a problem with them arriving at the scheduled appointment time, but,hey, it's June in Phoenix! They're swamped. The unit is performing great and I'm ready for the heat. If you have them put a unit on your flat roof, make sure they install absorbent pads - it really cuts down on the noise and vibration. I recommend them highly!

Shannon L.

07/05/2018 12:00:00 SA

This is one of the worst ac companies I've had to deal with. I live in a newly built apartment with an ac unit from Chas Roberts that is less than a year old and already having issues. I came home on Tues early afternoon to find my home at 82 degrees when the thermostat was set at 75 degrees. I called maintenance who then called Chas Roberts. We were provided a generic time frame of 7 pm- midnight when a tech will be out but a tech showed up within an hour without notice. The tech was here for over an hour and had to order a motor but thought he got the unit running in the meantime. Less than two hours after the tech left the temp in the house kept climbing up and again I called maintenance once it got to 83 degrees. Chas Roberts was notified again and I was brought a portable unit that is loud and only cools part of the home because I was told the motor part that was ordered would not be in until Thurs. It is now Thurs after 2 pm and I have not been contacted nor has anyone showed to fix the unit. I contacted maintenance again who in turn contacted Chas Roberts only to find out that they won't be out until tomorrow/Fri. I am not happy with Chas Roberts because 1. this is a brand new unit that should not be having issues like this, 2. I was lied to about when the part was going to be in and 3. I had not received a call/update from anyone. Unfortunately I am stuck with this company because it is the one my apartment complex uses but I would not refer anyone nor would I use them if I had the choice.

Gary P.

06/06/2015 12:00:00 SA

I was reluctant to have my A/C tuned up for years. The I did some checking and decided to use Chas Roberts. The technician Hector Rodriguez was so professional and nice he is a credit to his company. The work preformed was spot on and he explained every thing. I would recommend Chas Roberts and when I decide to replace my A/C unit they have my business.

Ajit P.

10/11/2016 12:00:00 SA

The plumbing side of Chas Roberts is a big con. A dishonest plumber shows up to fix a small leak in my main line. My landscaper had already dug up the area and exposed the leak. The plumber told me that he would have to cut concrete and quoted $800 for the job. All he did was dig mud 6 inches deeper and replace an elbow joint! Criminal kind of behavior. Less than a 1 hour job.

Bart M.

4/13/2017

In September/2016 a Chas Roberts van rear-ended a single mom, Chandler school teacher while stopped at a stop sign waiting to make a left turn on her way to work at 630AM. The driver was on his phone texting and was cited by police. They claim this Company to be self-insured, however, this Company has refused to pay for damage to car for over 6 months ago causing her to use her insurance (State Farm) and is now out of pocket for deductible and car rental in addition to higher insurance rates. This was a newer car (1 yr. old) and damage to rear end was in the $000's. BEWARE OF THIS UNETHICAL AND HORRIBLE COMPANY! When they damage your home don't expect them to fix it.

Paul S.

12/14/2015

Worst HVAC company, hands down. We purchase a new Standard Pacific home in Queen Creek. Everything about this house is flawless except for the air conditioning and heating system. Our AC was out during the summer for 4 nights as Chas Roberts claimed to be so overwhelmed with service calls. During the summer, with a brand new warrantied system. A fan motor ended up being burned out. Two weeks later the same thing. Burned out fan motor. The technician mentioned it was a shitty motor from China as if that would improve the situation. Glad to know they purchase lousy parts. Anyway, it's now December and we go to run our heating system and guess what!? A BURNED OUT FAN MOTOR! I'm incredibly disappointed in their service and installation quality and it's extremely unfortunate that they're our warrantied HVAC contractor. Call any other contractor. Call a mechanic or a even gynecologist. They'll be more help.

Mike L.

06/08/2015 12:00:00 SA

Bought their warranty plan but received no phone calls to have system looked at. When we called--was told there was a month wait. I asked to speak to manager--1 week later no call.

Agreed to pay 85$ fee to come out and put in freon. The worker told me how illegal it was and that I had to pay between 1200-3000 to repair the leak in my 7.7 lbs AC unit. He sprouted law and big fines for allowing freon to leak/vent...He said he was doing it because maybe because I care and invaded my personal space. I said I don't have the money. He waited staring at me (poor attempt to intimidate) and agreed to add freon (2-3 lbs was his guess). He filled 4 lbs which I find pretty amazing.

I looked up the law and it refers to business units and 50 lbs or more AC units. I told him and he said Oh I took the test a while ago and didn't know this.

He took my credit card number and did not give receipt but will email me one. One week later and no receipt. Called to speak to manager and still waiting.

Company did not fulfill their obligation, no call backs, no receipts, intimidation attempt by employee to run up bill, I suspect run up on amount of freon...Not a good experience, though to be fair, previous experiences were fine...

Mike

Ronald B.

08/06/2016 12:00:00 SA

After today's thunderstorm, our AC stopped working. It was installed in our new home back in Nov 2014. Hence, it id still on warranty.
Called Chas Roberts customer service at around 3 or 4 PM and was told that a technician will be sent out. After an hour, called back and the same promise was made. And then another call.
When I called again at around at 7:32 PM, was told that a technician is wrapping up a service in Fountain Hills and that he was heading my way. Followed up at 9:16, 10:11 PM. No one has showed up.
Then when I called at 11:34, i was finally told no one was coming and that the earliest appointment would be at 6:30 AM the following day. We are in AZ and in the middle of summer. It is currently 88 degrees inside our home with two kids and obviously we could not sleep.
Customer service is so unreliable and should not make false promises to their customers. Too bad i have no choice bec warranty is with this company. Doesnt even deserve a one-star.

Jonathon A.

7/15/2013

Chas Roberts is a horrible rip off. Do not use them for any service. They will charge $85 just to come out and then hit you with excessive estimates for repair work hoping you will just go with them out of deperation or because you have already invested $85. They had my repair so inflated and basically just wanted me to buy a new system even though mine is perfectly repairable. The service tech had a HUGE attitude started trying to sell me on the environment and freon, etc. They must train them to try and give some fake emotional sales pitch. He did absolutely nothing on my system and in fact told me everything was fine until I told him it leaks freon each year so I finally wanted to find out what was wrong with it. Then he tells me it is the coil which I already knew. Worthless!!

They must get some sort of commission or bonus for selling a new system because it is very obvious they are headed in that direction when they come out.

I know they are a well known company and install a lot of new home but I would not trust them on the service side.

Keith H.

6/29/2015

7 months in our new home. Our AC has broken twice in the last month. DR HORTON seems to think that this is a warranty service that can be tended to 3 days out... In the middle of summer... In Arizona... It's well over 100 degrees right now before 9am and it's not getting any cooler. I hope my wife and kids can survive this. You are failing us as a builder. I will continue to spread the word to my friends, family and network. This is completely unacceptable. All of this because of a terrible installation via Chas Roberts in the first place. 4lbs of excess freon according to the tech that came out to service it last month when it stopped working. Said they would most likely have to come out and fix it again soon. Customer service is non existent. Might as well call it the I understand you're upset line Arizona deserves a better air conditioning company than Chas Roberts. Unfortunately for us if we don't wait for Chas and use another company we void our warranty. You are borderline criminals and should be chased out of town.

A N.

06/07/2016 12:00:00 SA

If you schedule an appointment with Chas Roberts, you better be at their beck and call to answer the phone when it rings or they will NOT show up. They'll make no effort to get a tech to you nor will they be courteous enough to simply show up for the scheduled appointment. The point of a scheduled appointment is that someone will be there. The technicians are knowledgeable, but the internal customer service team leave A LOT to be desired. What a HUGE disappointment.

Mar R.

6/22/2011

Terrible A/C units& terrible service. I have a quality home that insists they only use quality appliances and companies. Chas Roberts a/c unit has been completely unreliable going out twice in a year. I had them come do a maintenance prior to the summer just to be safe, the guy said both units are in great condition no problems. 45 days later - guess what? Yes, it went out again. They will be here tomorrow and how would I like to pay for it? Really? Why the heck did I pay you $298 to tell me it's great 45 days ago? Here in PHX there is nothing more important than your A/C unit - go with the best and this isn't it.

Ben C.

09/07/2011 12:00:00 SA

I will not recommend Chas Roberts to anyone. My new house has two AC units that were installed by Chas Roberts. One of the unit has small freon leak since day one, it leaks about a lb of freon every year, by the time I noticed the leak which was 2 years later, the warranty from Chas Roberts had expired. I had them came out three times in the pass 6 years to refill total of about 10 lbs freon. I called and expressed my concern that unit was defected since day one, they would care less.

Martha S.

09/01/2015 12:00:00 SA

Not a good start for new system warranty . I had a tech appointment scheduled from 9-12. Took the day off work to wait for the tech. Finally received a call about 1 1/2 after scheduled time (I already at another scheduled appt).-the tech could not find my house! WHAT?!! Chas Roberts installed our A/C system. An earlier phone call would have been in order. Unacceptable service. I did reschedule just hope a tech shows up on time!

Mike C.

6/23/2016

I wish I could select zero stars. This is one of the worst and most frustrating experiences I have had in my life and I'm 58.
Our home was built 2 1/2 years ago and we have a Chas Roberts air conditioner that was installed with the house. On Sunday evening, June 19, our air conditioner would not blow cold air. We checked the outside unit and the compressor would not turn. We called Chas Roberts on Monday morning at 6:50 and requested a service call. We provided our address and customer service stated that someone would call us back to schedule an appointment. At 10:00 am we still had not heard anything from Chas Roberts and I started calling other service companies. I contacted Goettl and George Brazil and received an appointment with George Brazil. Meanwhile, my wife had called Chas Roberts back 3 times to get some idea if a repairman would be coming. No one returned her call. The repairman from George Brazil came out on Tuesday morning and was very knowledgeable and told us that a cheap battery pack had failed and that he had seen this on numerous occasions with Chas Roberts air conditioners. He also said that the unit had a magnetic lock on the compartment where the Freon was kept. He tried several magnetic tools and stated that he had never seen anything like this before and he could not open the Freon compartment.
I spoke to my next door neighbor and he also said that his unit had failed, on Memorial Day, and he had Parker and Sons come out to fix his unit after receiving no call back from Chas Roberts. The Parker and Sons repairman also told him the same thing about the battery pack and the magnetic lock on the Freon compartment .
Meanwhile, Chas Roberts finally called us back and said that we were on the schedule between 2 and 6 pm on Tuesday. I got the appointment from George Brazil and called Chas Roberts back and cancelled the appointment for Tuesday. Tuesday evening, around 7:15pm, a repairman from Chas Roberts called and said that he was on his way. I told him that I cancelled the appointment and he was not needed. What a way to run a company.

Kristin M.

05/05/2018 12:00:00 SA

We had our house built in September and Chas Roberts put in our AC unit. We used them to complete our maintenance for the first year and during this time we noticed the over flow drain off was dripping. We were told at 2 different occasions that this was normal. About 2-3months later our drip pan overflowed and leaked into our ceiling. It look them 6 hours to come out. They would not give us an estimate of when they would come out and during this time we had another AC company come out to rig it enough to use the AC because it was during the summer. When they finally showed up, they blamed the other AC company for the over flow! They stated we lied. We had to get the home builder involved in order for Chas Roberts to fix their original mistake. I would have given more stars for fixing it if we didn't have to get the home builder involved to even address the mistake. And every time we have had a technician come out, they are rude and don't have customer service. We had one technician refuse to come into the house because he did not want to put covers over his shoes because his back hurt! On top of all of this, we wanted another AC company to service our AC due to our history and they put locks on their units so we had to pay $85 just have them come out to take off a lock that took 2 seconds. They just want your money with no regard for their customers or if they do a good job. I wouldn't even waste my time with them.

Jeff N.

8/15/2016

Chas Roberts has no F**king clue about AC issues!! They been to our house four times for the same issue and we are still having the same problem! They are worthless as a company, their so called techs have no customer service skills and don't have training to be a AC tech!!

Elizabeth C.

6/22/2015

Bought this house in February. It's June and this is the second time the air conditioner has broken down. Nobody answers the emergency line. I called for service and was told they're booked up and can't come until tomorrow. It's going to be 112 today. I explained that I'm at home recovering from cancer surgery but the lady on the line was indifferent, there is no emergency service obviously with this company.

Serena T.

07/08/2014 12:00:00 SA

I called around 8AM to ask for a repair as my unite had stop cooling. I was NOT given a time or a time frame other then the tech would call 30mins before arriving. Once there he told me that there was nothing wrong and the unit started cooling again. I held him there just to make sure and again it stop cooling. Come to find out I needed a new thermostat. Thank goodness I did not let him leave. My family and I would have spent a July night with out. I have never had to pay for a AC unit repair so not sure how much it should have cost me but I think the thermostat was WAY over priced. Don't' know that I will be calling back.

Denise W.

05/11/2014 12:00:00 SA

I am writing about an incident that happened March 2013. I am only writing about it now because I was just told by my mother what actually transpired.
My parents had a annual maintenance call to make sure the air conditioner was working properly. Service was completed and my parents were told the unit was in great shape and there were no problems. Within 24 hours the air conditioner stopped working and when the Chas Roberts repair man showed up and the unit was inspected they were told they need a new unit. With the heat being so bad last March and my father was recently released from the hospital after major heart surgery they felt they had no other choice. 10,000 dollars for a unit I am 100% sure they only needed because the maintenance guy they previous day did something to the unit to cause it to break. DISHONEST COMPANY!!!
DO NOT USE THIS COMPANY!
Denise Walsh

Kevin J.

03/08/2010 12:00:00 SA

I had a maintence contrac with these guys. Since they installed my unit figure they would do a great job for maintaing my a/c. They never once came out once and when they did came out this fall to fix my heater and they charge me over $450 dollars for repair a lousy service. I did check the web and found out that it was a simple part that cost less then $5 bucks. I was furioud and called them several time and they told me prices are set. what a rip off....I did have my a/c unit replaced but not with these guys. I used someone else. I love my a/c now and no problems what so ever. Stay away from these guys.

Alison A.

9/14/2014

Don't even bother....
Our given appointment time slot was 9-noon. At 12:05 we called them and the women on the phone said she had no record of us scheduling an appointment. I now have zero confidence in them and will call Scottsdale air who had come highly recommended.

Patty F.

09/11/2016 12:00:00 SA

We moved to Arizona 6 years ago and because our builder used Chas Roberts, we hired Chas Roberts to do the heating and air conditioning maintenance and also to service our water heater when needed. We have been 100 percent satisfied with the customer service we have received! Yesterday, at 6:30 p.m. we noticed we had no hot water and could not get our pilot light to stay lit. I got on line and was able to schedule a service call this morning at 7:00 a.m. What is amazing is that yesterday was a Saturday and not only were they able to come to our house to help us, but there wasn't an extra charge for it being on a Sunday! The tech who came to our house was polite, professional, and friendly. I see so many negative ratings for Chas Roberts and decided to share another point of view since we have been 100 percent satisfied for 6 years! I highly recommend Chas Roberts!!!

Hilary E.

01/04/2012 12:00:00 SA

We had several friends who had recommended Chas Roberts, but because of bad reviews online I was hesitant to get a bid from them.

I did get a bid, and it was actually the lowest one by over a thousand dollars, and the man who came out (Sean) was super professional and really looked around our house before recommending what we might want. He gave us lots of options, and didn't seem set on us buying an 18 SEER if we could better afford a 15 SEER.

The intsallation crew was really nice and cleaned up well after themselves. They were good about my 3 kids sometimes getting in their way.

Today a quality guy (Lance) came out and did an inspection. I thought for sure he'd want to sell us stuff, but instead he did a thorough run through of how it was operating, and even found a few air leaks that the installation team had missed. He was really great about talking through any questions we had and giving us recommendations for the future.

I'd give them 5 stars, but the unit's only been in for a week. So far, it's been great! Thanks!

Andy V.

03/06/2012 12:00:00 SA

Used them many years ago and they were great but it looks like their service has gone downhill. It took three appointments to get it right to fix an AC unit. Each time they had the wrong part or no part at all. Hold time on customer service line was 12 minutes. Would not use them again.

K G.

7/28/2016

I wrote a review on July 18,2016 that was not favorable of the company. I have to say after my phone conversations with Austin, the business held their word. They listened to my concerns and made it right. Thank you....

Chris C.

3/27/2018

Run away from this company!! Had a new home built and they were the contractor for the HVAC, big mistake. Less than one year the system was not cooling. They came out and found one leak, which they repaired and recharged the unit. 20 months later the same unit was not cooling, Chase Roberts was booked so I used a HVAC person that I know and he had to recharge the unit again. My HVAC person said that there is a leak if it is running through this much refrigerant. got tied up with life but now 7 months later the same unit is not cooling. Chas is taking no ownership for ongoing issue and just wants to hand me a new bill for obviously an on going issue with the unit. In less than three years a system should not have to be recharged twice. Their solution is to charge for something that has not been right from the original install or at least come out and look at the unit without a service call.

Ted H.

7/17/2011

I purchased a new unit from Chas Roberts less than 2 years ago. In that time, there have been 2 major failures - a reversing valve and the compressor. Now, I can't hold a service provider responsible for the workmanship of a manufacturer (Goodman, in this case). However, I can expect them to stand by their products, provide service at a reasonable cost, and understand the warranties of the companies they represent.

Chas Roberts fails in all regards.

My unit has a 10 year parts warranty and customer service kept insisting that it was a 1 year warranty. The burden of proof was put on me to prove I had a 10 year warranty - nevermind that they use it in their sales pitch and its plastered all over the manufacturer's website. So after I showed them an email from the manufacturer, they agreed to cover the parts under warranty.

That's when they proceeded to quote me $1400 labor for something that takes less than 4 hours to install. I called several other service providers and had quotes ranging from $400-$700. Chas Roberts was more than DOUBLE the next highest quote. Apparently, in the blistering heat of summer, Chas Roberts does not feel compelled to offer competitive pricing nor adequate customer service.

Arthur G.

04/07/2016 12:00:00 SA

My wife and I moved into our house in spring 2003, it has two units. After the new home warranty expired, I purchased CAP maintenance, pre-summer and pre-winter check-ups. Have only needed one capacitor and one high-limit switch in 13 years. Preventive maintenance at its best.

Jerry H.

6/25/2016

I had used this company for a service call and thought they were okay. It was a special promotion through Home Depot. When there was a problem with the A/C at one of my rentals, I called them to service it. The tech said it needed a new condenser fan motor and the charge would be $500. I had a new fan motor from another rental where we had replaced the entire a/c unit. I wanted him to see if that would fit the inoperative unit, but the Chas Roberts tech said it was against company policy to install anything except their new one. I then called Grainger and checked the price on fan motors and they ranged from $100+ to $200 so I knew there was a major markup for the new fan motor. I just wasn't happy with the huge markup on the motor and will seek another solution. I may end up replacing it myself.

Mike P.

2/14/2008

I am very disappointed in their customer orientation and response to customer needs. This is a company to avoid.

They installed my HVAC system in my new home. It was immediately apparent that the system was running 24x7, wasn't cooling the rooms and my electric bills were through the roof.

It took a lot of work on my part to convince Chas that there was a problem. I had to keep asking their service people back to find a problem. They said the system was working as specified and nothing they could do about it. It was frustrating that I had to keep re-convincing them that there was a problem in order to get someone to come check out the system. Finally, three hot summer months later, they found the problem.

Their installers had mistakenly wired the air handler such that the auxiliary heat strips were always on. So the chilled air was being heated by these strips as it was sent into the house. They re-wired it the right way and all of a sudden the rooms were cool, the system only ran periodically and my electric bills went down.

I did a thorough analysis of my electric bills and determined that I paid over $1350 extra as a result of those heat strips being turned on during that period. I sent the analysis to Chas Roberts and requested a re-imbursement of that amount. I followed up my request with occasional e-mails and voice messages to their warranty service people. They rarely returned the calls or e-mails. Once again - very frustrating.

Three months later, one day after I threatened to file a complaint with the Registrar of Contractors, I finally got their decision. They said they would not offer any re-imbursement. They said I should expect to have a high electric bill since I have things like a swimming pool, refrigerator, computers, lighting and other devices plugged in. In essence, it looks like they think they have some magic heat strips that don't draw any power!

In summary... They did not respond in a timely manner for requests for service. It took several unanswered calls and e-mails to get an update on my re-imbursement request. It took them three months for them to consider my re-imbursement request. They declined any financial responsibility for costs incurred by me due to their installation errors.

I strongly recommend avoiding this company.

Carrie F.

07/09/2017 12:00:00 SA

Run far away! My house is a year and a half old I have a 10 year warranty on the a/c unit. A/C stopped cooling like it should. The lady in the office Melissa has an attitude and it's funny because you get an attitude back with her and she gets worse. Well treat people how you want to be treated. The first guy comes out does a leak search all he can find is a cap is loose for $350.00 He laughs when I ask him why nothing is covered under the warranty says the warranties are worthless. I guess they are. Month later same issue the unit is running all day not shutting off. They come back out again this guy finds a leak within 2 seconds of looking at the unit. I also tell him air is not coming into two of the bedrooms. We'll there's nothing he can do about it this trip I have to reschedule for another $150 for them to come out yet again.. Wtf... OMG this company is a joke. Warranty or not don't do business with them it will cost you more in the long run.

Billy H.

2/24/2016

This is only for the technician Mike Brickner that came out twice for problems with my AC. He was vary concerned about my issues that I complained about to Chas Roberts before but were never fixed or followed up on. He is very knowledgeable and took care of everything and even taught me some stuff. The company needs more techs like him. GIVE HIM A RAISE!

John O.

7/22/2015

Chas Roberts has been pretty good to work with. We bought a new home and Chas Roberts installed the A/C and we have a 1 year warranty with the builder and Chas Roberts for the units. The house has 4 zones and the air was blowing cold but the zones weren't working correctly. I called Chas Roberts and Taylor answered the phone and offered to have a technician come to the home with in the hour. It wasn't necessary to have them come out right away so I scheduled a time for them to come out the next day. They changed the wiring to get all the zones working and everything seemed fine but later after they left the Master Bedroom started getting all the air and it was freezing in there!
I called again, Taylor answered again and offered to have them come out same day but I scheduled for a day later. They sent out Andrew :) Andrew is super knowledgeable and had the zones working perfect. He explained that the wiring was backwards on one zone and after changing it the system was working perfect. After Andrew left the master bedroom started getting all the cold air again.
I called and got Taylor a third time. I am impressed that she answers the phone and I never had to press 1, press 5 wait on hold and all the other nonsense with calling a business these days. She offered to have a tech come out right away but I asked if I could have Andrew come out since he had some ideas if the system started acting up again. She said he could come back out but it wouldn't be till the next day, I told her that the day after that would work out better and she made the appointment.
Andrew called when he was 30 minutes away and arrived on time. He set up his ladder and went to work. He checked everything and found out that the controller and the system itself was working fine but was still scratching his head as to why the master bedroom zone was getting all the air. He took the damper apart and found out the set screws that hold the damper on the shaft were loose. He tightened them up and cycled the system through all its zones over and over again and everything is and has been perfect.
I saw a lot of reviews that made me cautious of Chas Roberts but I had a wonderful experience with them from the initial phone call to the appointment. I was impressed with Taylor answering the phone and offering same day service and very impressed with the technician Andrew as he was knowledgeable and easy to work with. He never made any excuses and worked 100% to make sure the A/C was working and that we were satisfied. If you have had bad experience in the past or want to make sure the tech they send out is good, ask for Andrew.
I give 5 stars because they went out of there way to make sure I was satisfied every time they came out. The issue wasn't the technicians that installed the A/C as they would have never known that Carrier, the maker of the damper, didn't tighten 2 little set screws. it takes a tech with good troubleshooting skills to find that issue and to repair it. 5 stars to Chas Roberts, Andrew the tech and Taylor at the office and I will continue to use them :)

Kyle H.

8/17/2013

This company is terrible purchased a new house with the ac installed by them and had nothing but problem. Within the first year I had four problems one of which almost burned down my house. First they never did a air balance. Next they swapped the wires on the damper that caused them to close when they should open. this followed by the fuses on the ac unit. The final portion of that year was discovery they had plugged the unit in my attic to a non GFE outlet that was shorting out and sparking. It was a good thing I caught that one.
Now after a year and eight months of owning the house the ac is completely out again. I call them to have it repaired and after discussing the problems with a manager he hangs up on me. This company should not be in business and doing work.

Rosalie S.

6/18/2015

Arrived on time and was very detailed in his work. My guy was Hugo and he was very professional. He explained what he was doing and why. He tested the heat pumps and all the units in the house. I've had mixed experience with Chas Roberts but today's was excellent. I think the quality of work is highly dependent upon who they send. If you get an inexperienced person who doesn't care you get poor service. When you call ask for Hugo.

Kyle H.

12/21/2015

This is the most incompetent organization I have ever had the misfortune of encountering. From scheduling an appointment to having the technician complete the job, it has been a comedy of errors with these folks. We were told our unit would take 6 hours to complete and the Tech finished it in around 30 minutes, no surprise that the fix did not resolve our issue. Another installer came out to do it right' and he arrived without the proper parts to complete the repair, requiring another visit. They do not honor obligations, or even arrive when they say they will. I only gave a 1 star because no stars aren't allowed.

Lisa L.

7/21/2017

We were long time customers of Chas Roberts. Our unit stopped working this week (our luck 6 weeks after the warranty ended). The tech came out and told us we needed a motor which he ordered. It was on the pricey side. He came the next night to install it and then said he saw a potential leak and recommended another part with a price tag of just under $1800. I was suspicious to say the least so I received a second opinion. The second opinion said there was nothing wrong with the part Chas Roberts said we needed and that the unit was working fine (he did say that Chas Roberts was right that he couldn't of seen an error in that part they recommended until he had the unit up and going so the Chas tech didn't lie on that part, but of course we didn't need that part). Needless to say I will never work with Chas Roberts again. I called to cancel my maintenance plan. They did call back to apologize which I give them credit for but it doesn't change the fact that they recommended us spending $1800 that we didn't need to buy. Their tech also was recommending another unit which our second opinion person said we didn't need to do either.

Corey H.

6/20/2016

DO NOT USE THIS COMPANY! We have an AC unit that was installed by them on a new build and have had trouble since year one...they have been called every summer to fix the unit. We called them at 3:30 am and were told we would hear back around 6-6:30am...we did not hear back so my husband called around 9am and two other times to get an estimated arrival time. They told him they were working on warranties first then taking new customers, which they were told the first time WE DO HAVE A WARRENTY. When we called the last time we were not even on the list!!!!!!!!!!!!!!!!!!!!!! And told the earliest they can come out is Wednesday afternoon! WELL ITS 115 DEGREES OUTSIDE....This is unacceptable and extremely frustrating....I have animals at home I cant take anywhere, I can only imagine if I had children.....Let alone we have a 3 year old unit that is giving us issues every summer, which in sure there just going to put a band aid on until the warranty is up then charge us immensely for major repair....and I wouldn't be surprised if the whole unit goes out shortly because its overheated ( and not shut off so literally don't know how it didn't start a fire) so many times who knows how that's damaged it.

Kelsey B.

10/19/2017

I have never used Chas Roberts for work but never will based on how their employees drive. One of their employees almost killed myself and my 3 year old step son by cutting us off. I was waiting at a red light to go straight. The chas Robert's truck (and trailer) was coming the opposite direction and wanted to turn left. I was the 4th car in a line of cars that was waiting for the light to turn green. For some reason, the driver at Chas Roberts thought it was fine to wait for 3 of the approximately 12 cars to go through the light and then turn before the 4th (me) went through the light. There wasn't room for a smart car to turn, let alone a pickup truck/van with a long trailer attached to it. I slammed on the brakes to avoid hitting them and the car behind me narrowly avoided hitting me. You know you made a bad move when the car BEHIND the one you cut off honks at you. Worst drivers and incredibly dangerous. If that's who they hire, I would never have them come do work at my house.

Bill K.

9/24/2014

Chas Roberts responded to our repair needs timely and without hesitation. Special thanks to Robert and Jesse, the very knowledgeable and helpful technician. We will use this company in the future.

Joyce W.

05/02/2014 12:00:00 SA

I will never use Chas Roberts again. 2 years ago our home was built. Less than a year I was 7 months pregnant & we were hanging a chair rail in the babies new room. Suddenly there was a noise and we realized the Freon was leaking inside the wall. All our Freon was gone in minutes! Chas Roberts sent someone out and said they could not repair the puncture as the main line was aluminum and not copper. It was 102 degrees that day. We were forced to have another company come out and do a fix on it so that we could get our air back on. We contacted the builder as a finishing nail should not have been able to puncture the main AC line. They fought us about this. We later found out that the main AC line was not set back far enough behind the stud and this is why this happened. We issued a complaint with the ROC and waited. THEN months later when my newborn daughter was only 1 month old and it was atleast 110 every day, our air stopped working again. Chas Roberts initially refused to come out unless we dropped the ROC complaint against our builder. They cared more about their relationship with the builder than us as a customer in need! We were displaced from our home for 4 days! They also stated we voided our warranty with them by letting someone else fix the puncture! We explained we had NO choice as THEIR technician said they could not do the repair and left. They insisted they could have done the repair. So now it was our fault that we had another company fix it? So frustrating! Finally they came out and found the problem had nothing to do with the complaint, it was a part that was covered under warranty by the manufacturer. It took all of 5 minutes to fix! I am still shocked at how unconcerned these individuals were.

Anthony S.

6/29/2016

I have used several A/C companies over the years and this is one of the least trustworthy or concerned about their customers. My newly built home was left with a partially installed A/C system by this vendor. I moved in Jan 1 2016 and decided to pop on the A/C a couple months later on one of those warm days we get sometimes in March. The A/C was not cooling the house after an hour so I went outside to discover a loud grinding noise coming from my new A/C unit. I immediately turned off the A/C and called Chas. A rep came out and found that the condenser unit valve had not been opened so the system was running without being able to do any circulation to the evaporator unit. He also found that the ducting in the ceiling had not been connected and that the installation tech had marked that there was a large leak in the system but had done nothing to correct the issue. This was strike 1 against the trustworthiness of this company. The tech repaired the leak he found, finished the installation of the unit and the A/C began to work. I am still concerned that running the unit in the half installed state caused damage to the condenser unit but Chas did nothing to investigate. A month later the A/C stops working again. Chas comes out next day and finds that a fitting outside on the condenser line was not tightened enough and all my freon and oil had leaked out. Chas tightened and filled the unit cooling resumed. Once again I am concerned that letting the unit run for a day without coolant and oil could have damaged the compressor but Chas does not seem concerned. Strike 2 against the trustworthiness of this company. These are machines that require lubrication. The unit may continue to function but Chas Roberts poor installation could cost me years off operation and labor bills to replace a compressor, dryer, and filter later on that may have lasted the warranted lifespan with only routine maintenance. That brings us to yesterday 6/29/2016. My home is at 80 degrees and the A/C is on set to 78 and it is not cooling down. After some time I hear what sounds like my irrigation system watering the yard (it shares the same wall as my A/C unit). It's loud enough for me to go outside to see what's going on. The A/C is making a loud grinding noise like something is stuck in the compressor or there is some restriction. I call Chas to tell them about it and schedule service so my unit does not suffer more damage than it already has. Chas schedules me for Friday (3 days later). If there is an issue with the machine that could cause damage waiting 3 days to let it continue is not a good idea but at this point I am not 100% sure the unit is not working so I agree to have them come out between 1PM and 4PM Friday. I have never waited on an A/C company during a warranty period for 3 days. Two hours later and the home is still not cooling beyond 80 degrees so I call back Chas and let them know the unit is not cooling (this is at 6PM). Chas tells me that they cannot get to me until tomorrow sometime. They have no ETA, appointment. The phone representative is dismissive. I set my thermostats to 74 degrees so the unit limps along overnight. At some point whatever was making the noise in the unit goes away and overnight the unit cools to 74. Not knowing if I still have an issue or if the unit self corrected I cancel the emergency call (people with zero cooling are way worse off than I am at partial cooling). I am going to monitor the system to see if I need to schedule a check. I have reached out to my builder and suggested they consider a different sub since Chas's work has been so shotty. I am also contacting my other A/C company to see if they can take over service so I no longer have to deal with Chas. There is no way to go back in time and undo damage done by running a partially installed A/C system. These ghost type issues are the worst kind of problem because they are almost impossible to diagnose. The only way I would trust this A/C unit at this point would be to replace the condenser unit, ensure the internal coils are clear of any debris, and reset the system to factory specs. If there are compressor shavings floating through the unit it will not operate efficiently and if there are enough to clog up the filter the unit will perform even more poorly. The unit may still function but will not come close to the SEER value it is rated for. Thanks for nothing Chas.

Eric L.

7/27/2016

Called Chas Roberts for my AC problem because they are the designated warranty subcontractor for our AC unit when we bought our house. I was told over the phone that since the full warranty has expired, we now have to pay for the initial service fee of $85 though the parts will be covered by the warranty. We agreed. When the service guy came, I explained to him the problem and he seem to figure out what seem to the cause. After a few minutes of check up, he told me that the capacitor was bad and the unit is low on refrigerant. I figured since the capacitor will be covered by the warranty, I only agreed to have the capacitor replaced. What we weren't told is that there is a charge for installing that capacitor. This wasn't disclosed to us when we called them initially. I believe I ended up paying more on the installation than the part itself. I would rather use other honest and fair company next time.

Paula C.

8/14/2017

We bought a house with an AC that has a warranty through them. We have been having problems with a loud banging noise when the AC starts up. They came out 2 months ago and said nothing was wrong, they just loosened some bolts and left. It did quiet it down for a day and then got louder. We called them out Friday 8/4 with a service window of 1-4pm. At 4:05 pm i decided to call them to find out the status and they told me to be patient that my window is actually 1-5. That night then ended up showing up at 7:45 PM. Turns out they had to change out a part. It was nice and quiet again for a few days. A few days later it started making the loudest grinding noise I have ever heard and was shaking the entire side of the house by the unit. I was so worried we were keeping all of our neighbors awake as well. The came out yesterday morning (8/13) to look at it and said they need to order more parts but he would loosen more bolts to keep it quiet until the parts come in. It did quiet it and at least the house was being kept cool so we were ok. 2 hours later the entire unit stopped working. My husband called them back right away and they said they would be out last night to fix it. Then decided to just blow us off. So we had to sleep in a hot house in 100+ degrees all while being pregnant as well. Lets see what happens today with the lame excuses and poor customer service....

Josh K.

10/04/2011 12:00:00 SA

I dropped $20k on two new split units, only to find out after they were installed that the condensers were single stage rather than dual stage. I spent months working with the sales team at my house discussing the upside of going with dual stage compressors.

I'm not going so far as to say that I was bait-and-switched, but today - the day after the systems were installed - I'm being told that I need to buy 2 brand new condensers.

Needless to say I'm not a happy customer. Get every last detail in writing from these people if you end up using them. Make sure that they reply in writing, too (I'm told that they let me know these were single stage during a phone conversation).

Nice sales people, nice installer staff, but a really terrible experience.

EDIT:

A week after sending an email documenting my problem to a customer relations email address, all of my issues have been solved to my satisfaction. Chas Roberts ended up going above and beyond to make things right. Everyone who I've dealt with has been very professional. This is my new HVAC company!

Drew B.

08/02/2015 12:00:00 SA

We move into a brand new house/ brand new A/C unit. 2 weeks after we move in the a/c goes out so Chase Roberts comes out and gets it working. Then 2-3 months later it goes out again same story. Now fast forward a little to this past June 18th out a/c goes out again except we are outside our 1 year warranty so we had to pay $100 for some part that the tech said should have lasted at least 5 years! It's now the end of July barely over a month later and out a/c keeps going in and out 3 separate times in one week so we call Chase Roberts. Mind you this house is only 1 1/2 years old and the A/C has gone out 4-5 times and they just fixed it a little over a month ago... The lady on the phones tells me that we still have to pay the $75 dollar fee for them to come out!? What kind of company is this?? Horrible lemon a/c unit that just keeps going out. I'm tempted to contact channel 3 on your side!

Jean F.

07/10/2014 12:00:00 SA

I had an appointment from 1-5. Took off work got home at 1:00 and waited. At 7:30pm a guy came to the house. No explanation given just busy. Checked the system and he said we needed a damper motor for our zone system. After he fixed the motor he left. Now instead of having too much air flow in one area we had no air flow in that same area. Called back and a guy came the next day to fix the problem that other technician caused. Within 5 minutes of being in the house he said we needed a new $200.00 thermostat. NOT! when I said no to that he got very angry and would no longer deal with me just my husband. He then spent about 45 minutes in the attic he came down and said another area of the house needed another $250.00 damper motor. When I said no to that he left mad and my zone air conditioner is still not working correctly.
Will never call them again. Need someone else that knows how to work on these zone systems.

Erik M.

6/29/2013

Too bad I cannot give negative stars because that is how I would rate Chas Roberts. My wife and I purchased our house brand new in 2008 from Toll Bros and Chas Roberts was the A/C company that did all the work in Aviano. Every summer for five years we have been dealing with issues on our upstairs unit. Every year it is some new problem. We have paid a lot of money out of pocket and the problem never gets resolved. Last year we had the coils replaced, but again yesterday the unit froze. The tech who came yesterday told me to take the filters out and run it w/out them. He put some freon in it and left. He never looked in the attic. So of course today it is still not cooling properly. I call Chas Roberts and get some manager (Evie) with a ton of attitude who does not care that this issue is going on six years, that their tech yesterday did a crap job, or the fact that I have two kids under two years old and their rooms are 90+ degrees. I had to go to the effort of looking up their CEO's, Roberta Shank, phone number. After leaving her a voicemail on her cell and a message at her in-laws house and telling her employees that I will speak with in the very near future (that is a promise), they are finally sending another tech today.
Several (too many to count) neighbors have had their coals, A/C units, etc replaced for free due to these type of issues. Toll Bros and Chas Roberts screwed up big time. For me personally, if they don't resolve this correctly once and for all it will be time to organize with my neighbors for a class action lawsuit. My children's health is at stake and enough is enough already.

David C.

7/14/2011

Last year, Chas Roberts installed a new thermostat in our home. We recently lost our AC for 4 days and it turned out the cause was a short in that thermostat. Although they got the AC working again, but refused to replace the faulty wiring that actually caused the problem. I called to complain and left a message to have a supervisor call me back. They have continued to ignore me. It is clear that they do not stand behind their work. In addition, is it really too much to expect them to return a call to communicate with an unhappy customer?

S J.

9/26/2014

Chas Roberts installed my 2 new air conditioning units in May. Every employee, from sales to follow up, was professional and courteous. They took care to leave my home in as good of condition as it was before they showed up and installed both units with minimal inconvenience for me and my family. No issues with either unit so far!

Ashley N.

6/13/2013

STAY FAR AWAY! GO WITH ANYONE ELSE!

This is the third appointment this week they have failed to show up for to fix problems with my brand new air conditioning unit that they did incorrectly on my brand new house. This is the third day I have wasted waiting on them to show up. When I have called to ask where they were, I was informed that they were behind because it was hot out. Hello! It is June is Phoenix, it is hot EVERY June in Phoenix and a company that has been around should know how to staff and schedule during the summer months. Instead of just installing things correctly the first time, I now have to waste days of my time on them. The first time I tried to be understanding. The second time I booked the first appointment of the day so that way this wouldn't happen and they didn't show up because they had a meeting that ran late and now this is the third time and their window ended 3 hours ago and they told me it would be a few more hours. DO NOT GO WITH THIS COMPANY WHATEVER YOU DO.

Adam S.

09/11/2015 12:00:00 SA

We had Chas Roberts come out to look at our air handler as it began to make a vibrating noise one evening. They sent a tech out the next day after scheduling online. Tech gave us a list of repairs that needed to be done to the system due to it's age along with items that needed to be cleaned (coils & condensation drain line). Due to money we decided just to do the cleaning at the time to see if it would help with the noise issue as the tech suggested it could possibly help. The tech cleaned the coils and flushed the clogged condensation line and replaced the p-trap. However, when he replaced the p-trap he didn't seal the one pipe correctly and later in the day we noticed a leak in our kitchen ceiling. We called Chas Roberts and they sent out another tech later that evening and he correctly replaced the p-trap and ensured there were no leaks. The next day we received a call from one of the service tech managers apologizing for the issue and offered to repair one of the items on the list of repairs they originally quoted us for, for free due to the hassle and tech error. While there was a little bit of hassle initially Chas Roberts fully owned up to the error and did right by the customer and correct it as well as fixed the issue we initially called about. We went from originally wanting to do a 1 star review to now a 4 star review for their willingness to correct their mistake up front and not making it a customer battle to get the issue corrected. Only reason for not leaving a 5 star review is is just due to the inconvenience we were put through. We would still recommend them to friends and family and will use them again in the future.

Daryl M.

6/18/2015

Chas Roberts is the original installer of the HVAC unit in our Taylor Morrison home. l called them to do a check up for summer. The technician was Isador (very knowledgeable, clean and professional) He replaced a part on our A/C unit that runs the condenser. He said the part was weak and soon would go out causing the unit to overheat. He also went into the attic and checked out the entire area and equipment. to assure all ducting was in good condition. Since he left our home, we can tell a huge difference in the temperature inside..so much cooler . I don't understand all the negative comments I see concerning this business. People complain abut long wait times, but I see most of them have appointments during the most busy time of the year...summer. Our technician was on time he called 30 minutes before his arrival as promised. He did not make a mess and was very cautious to not make any marks on our walls or ceilings. Ask for Isador if you need an excellent technician. Chas Roberts is highly recommended and holds an A-plus rating with the BBB of Arizona. I would rather use a company like this than one that offers summer time tune up for less than 100$. Yes they are more expensive than what is advertised on television, but they are worth every penny. If you call them, ask for Isador. Chas Robert is a good company.

Ericka A.

06/07/2011 12:00:00 SA

Horrible horrible horrible! Had a warrenty on my a/c and they came out to check it out they of course said I needed a new compressor. Luckily I had a friend who knows a/c's but couldnt work on mine due to warrenty issues. Without my friends help I would have paid for a unneccisary part, instead I saved nearly $400!!

Russ R.

5/18/2012

Worst company ever!! They were the contractor that installed the a/c and heating in the tract of houses I live in so we have to use them to have any hope of warranty coverage. The Goodman units they installed are garbage and have failed once a year, every year we've been here. Chas Roberts NEVER keeps their appointments, usually diagnose the problem incorrectly and install parts that don't fix the problem, and by the time they finally figure out what is wrong, I've had to take time off work to meet them 2 or 3 times and somehow the particular thing wrong with MY unit is never covered. They are ridiculously expensive. And don't believe for a minute anything you tell the schedulers when you call the problem in will EVER get passed on to the guy who eventually shows up. I've wasted a lot of time having to reschedule a second appointment because some critical piece of information, that would have made it possible to fix the unit first time, didn't get passed from the recptionist to the repair person despite my PLEADING and their promise that she would do so.
Lastly, the price this pack of thieves charge is outrageous. CHOOSE ANY COMPANY OTHER THAN CHAS ROBERTS!!!!!

Jessalyn R.

4/13/2014

Do not use Chas Roberts. I called Chas Roberts yesterday because my AC was not blowing cool air. A technician arrived and after looking at the unit, he told me that the motor on the fan was burnt out. He said the serial number was worn off so there was no way to replace the fan motor and that I needed to buy a whole new AC unit. I asked him again if there was anything else we could do besides replace it, he said there was nothing. I paid $85 dollars and he left. I called another company for a second opinion and they said the Chas Roberts technician had lied to me because the fan could be replaced without a serial number. Today a third company came out and verified that the Chas Roberts tech had lied, and that he had left the unit unplugged and had not put it back together. He fixed it in about ten minutes for less than $200. I chose Chas Roberts because of their commercials where they talk about their quality service. I wish I would have read all of these negative reviews on Yelp first.

R T.

08/09/2011 12:00:00 SA

This review is for Chas Roberts in general, not a particular location. I built a new home, now 1 1/2 yrs old. We've already had a few problems with both AC units, which tells me Chas does a lousy installation job and/or uses poor quality product. Unfornately, their customer service is even worse. It took 4 days to get Chas out to look at our issue. Our builder agreed to pay for the labor for the latest issue and parts are covered by warranty. The tech did a 5 minute fix (broken capacitor), and insists we pay $93 (builder discounted labor) on the spot, even though they should collect from the builder who told Chas they'd pay for the repair. I asked the tech to bill the builder directly since that's who's paying, then the tech went silent and started putting the bad part back on. The tech also refused to call his supervisor or give me the phone # to let me call. So I called the main Chas Roberts number to clarify the billing mix-up and got transferred around to the operator about 6 times, never getting to speak to anyone who cares. The builder will pay us back, but Chas shouldn't have turned it into a hassle. I've talked to enough Chas personnel to see this is a typical customer experience, rather than just getting 1 bad tech. I'll be switching to a more competent competitor for future AC work.

Luckily our builder, Shea Homes, is outstanding to work with.

Angela B.

7/19/2012

Do not use this company! I scheduled an appointment for a routine maintenance. First off, they told me the wrong date. I even called and CONFIRMED my appointment and they assured me they would be there between 11-2. At 2:15 I called to get an update only for them to tell me the tech wasn't coming and I was scheduled for another day. I could understand a simple miscommunication, but when I call to confirm an appointment, I expect to be given the correct information. So, two days passed and I again waited from 11-2. Again, no one showed up in that time frame so I called and was assured the tech would be there. At 3:00 I got a call from customer service telling me the tech had quit on the job and would not be there, but they could send someone out at 7am the next morning. I told them fine, but they needed to be there by 7. By 8 no one had showed up. Needless to say I called them and told them not to worry about coming out and I would find another company to service our AC. What terrible customer service. They clearly have personnel issues if employees are quitting on the job. Find another AC company to use!

Chas Roberts AC Plumbing and Caring