Paul's Heating & Air

I've been working toward getting new commercial set up going. I have tried 3x to get a hold of Paul's to get an appointment for bid. First call, left my info, never got a call back. A week later, I call again. I sit on hold for 15 minutes, and end up having to hang up, due to a customer in my office needing attention. Tried to call again today, sat on hold for a long time again, and they picked up the call, started to say something, a lady made a heavy sigh into the phone, and I was disconnected. Trying to spend a bunch of money and they are not interested. Won't try again, won't recommend. Pretty disappointing for a company that boasts their reputation in the area in their adverts.

I found the girls in the office to be very pleasant and the tech that did the work seemed pleasant enough.  I have an old stove whose pilot was not lit and I happened to mention that to the tech, wondering if he was able to take a look at it.  He says well, we don't actually do appliance work, but, i'll be glad to take a look.  So, we both hit the ground and I held his flashlight for a portion of the time while he lit the pilot...5 minutes, at the most.  Next day, i find out we get billed $180 for lighting the pilot.  Unbelievable!!  Next, our heater was blowing cold air so he fixed it.  Of course, 2 hours later, the heater no longer works (it started blowing cold air again).  The tech returns the next day (yes, the temps were down to zero degrees these nights) and fixes it again.  According to the tech, there is a defective piece in the heater along with a serious safety concern.  After already charging $500 to fix it the first time, he insists that the original installers did it wrong and the piece needed replacing is going to be another $250+.  I found another company called Root-O-Matic and they are the complete opposite.  They even walked into my home to check out the heater and tell me how to fix it, going forward, AT NO CHARGE!  Yup, no charge for simple advice!  I'm very disappointed in Paul's Plumbing as this company is the perfect example of price-gouging.  And in a field like plumbing/heating/cooling, the Average Joe like me is ignorant and we put our trust in alleged pros with big trucks and lots of tools.  It's time for us to get educated and empowered.

Our granddaughters furnace went out called out another company.  Took 3 days before they came and got it running.  Saying not sure why it didn't work (omg)

Lasted 5 days.  Called out Paul's. Came next day. Found the problem came back with correct part.  

So happy to have a competent repair person and someone who cared in the coldest week of winter

Thank you so much
Cindy Pitts

No show twice terrible...TWICE no show I'm not made of time wtf! Bethany is garbage at least call if you cant make it ...TWICE you guys need to learn customer service do not use pauls!

A few weeks ago, my AC stopped working.  I called this company to diagnose the problem.  They charged me $59/hour and gave me $1200 estimate to repair the problem.  They told me that my AC is only connected to one of the three ducts so they have to reconnect the other two.  The next day and several days after the diagnostic, we called them to try to schedule the repair.  They didn't call back until a week after and told us that they are too busy to take the job.  I am very annoyed that I have to pay another company to diagnose the issue and then get it repaired.  After getting another company to look at the issue, it turned out that Paul's diagnostic is completely INCORRECT.  Good thing I didn't go through with the $1200 repair they recommended which would not solve the issue.  I will not be recommending this company to anyone.  Please do your research before scheduling anything with this company.

I don't usually write reviews but I was a little surprised with the service call I had today.  I called because my furnace wouldn't turn on and my water heater was leaking.  They barely got the face off my furnace when I was asked about how old my system was.  It's older for sure.  Within seconds Josh, one of the 2 service people, started talking to me about furnace replacement and quoted me a price of close $20,000.  This before they'd really even had a chance to diagnose a problem and see what could potentially be wrong.  My water heater is also older so we talked about that too.  The pressure relief tank on the water heater had rusted through at one spot and that's why that was leaking.  As discussion continued it was mentioned that a deal on the $20,000 could be worked out to potentially include the water heater.  They replaced the pressure relief tank at a price of $300, which I thought was a little high considering they run about $50 at Home Depot and it took them all of 5 minutes to install, but OK, I get it.  As far as the furnace was concerned, it turns out that one of my GFIs had been tripped unbeknownst to me.  They did some cleaning and additional evaluation but were unable to find anything else that might be wrong.  Total cost ended up being close to $500.  I appreciated their quick response and the two that came out for the service were pleasant to deal with.  I really was taken back, however, at how quickly things jumped from lets evaluate your problem to we can get you into a new system for a $20,000 price tag.  Especially when both problem resolutions were seeming so simple and quick to address.  I definitely think I'll be considering other resources before I call them back should problems continue.

Hired them to come service our business air conditioning unit which went out. The guy came in and said he was going to check out the unit to see what was wrong. After a few minutes I went back to check on him and he was gone. I thought he had gone out to get some parts or something and looked outside, but there was no sign of him. He just left. No idea what he found or if there was something wrong with the unit. I called them and asked, if it was standard protocol to just take off without giving any sort of notice or feedback on the unit, and I could not get a a straight answer from the lady. A few weeks later I receive a bill for $100.  Would not recommend.

Called them out to fix my AC. I was told the call out fee was $59. That sounded fair. What they didn't tell me was the $32 truck surcharge fee and the minimum labor fee was $99. In the end the charge added up to $190 to fix a loose wire. I felt like I had been overcharged and not told the entire story about the fees. Called the manager and he would not budge. I will never use this business again as I feel they are less than honest with their disclosure of charges up front. There must be better in the Reno area. And as a side note, the service tech told me they had forgotten about my appointment. After I called them to ask where he was they called him and pulled him from a job to show up late to my appointment!

The staff showed up on time and were friendly. I called them out for some maintenance I needed on the faucet gaskets in each shower that were getting worn, and starting to leak. Added on a couple sink drain repairs while they were here. Price was in line with other plumbers we have had over the last few years. No crack was offered or observed during said services. Will use again.

Whenever we have any issues we call Paul's. They're always efficient, courteous, willing to help with anything we need and they're always on time.

There was an outdoor leak at my house, and I was in a panic. The house is new to me, so I had no idea how to shut off the water, or what to do. I called several plumbers, and Paul's was the only one to call me back. Not only were they helpful, they directed me to a solution that wouldn't cost me any money. I mean, how can you beat that?  

I would have loved to use them for the repair, but my home warranty company uses a different plumbing outfit out in Sparks. You can bet that I will be hiring Paul's for plumbing upgrades or anything else I need done that isn't covered by my home warranty. The woman on the phone was so nice and also concerned for my predicament. I appreciate the kindness shown to me on the phone, and her ability to get me to calm down (homie was in a bit of a panic!).

I used them once in the past to replace a water heater at my previous home. A couple of years later, an insurance adjuster came out to assess damage done by a water leak in the park I lived in. The adjuster checked the whole house, and took a look at the water heater. He said, Whoever installed this did a great job. He went on to explain that often water heaters aren't strapped in correctly, or seem to be insulated and/or strapped in with inferior materials. He told me that the plumber that installed the water heater did a completely thorough job.

Just more evidence that Paul's is the plumber to call when you're in need!

Update: We recently had Paul's service the furnaces at our business and again I was very satisfied with their work.  James was our tech and he was fast and friendly.

I recently needed my hot water heater replaced.  The tech initially quoted me $1900.  My husband then pointed out that the doorway on the utility room was too small and they would probably need to remove part of the wall framing and drywall to remove the old one and put in the new one.  The tech then gave us an estimate for $2700!  My husband went and got the sawzall and cut out the framing and drywall.  The tech came back and quoted us $2400!  This company wanted $800 for a job my husband did in 20 minutes! Then they had the nerve to want to schedule and install the following day. When I told them I was going with a different company the tech told me he would bill me $59.00 for the service call.  I want to know who gets paid $59 to rip people off .  Very disappointed in this Family Owned and Operated company.

I called them Thursday afternoon in a panic because the A/C kept tripping the breaker.  They promised to come the next day between 12-5 pm.  Got a head's up e-mail and phone call at 2:30.  Problem fixed quickly and professionally.  Pleasant and professional technicians.  Thank you! I was so worried about facing the weekend heat wave without relief.

Thank you Paul's! After an unexpected leaky water heater it's now been replaced and is now up to code. The old one was installed a decade or so ago.
Your team was amazing. A big shout out to Josh, Bethany and Alex. Your team tackled this job like the Pros they are. On time efficient and polite. We know who to call in the future PAULS PLUMBING.‍‍‍

Thomas Diehl and one other employee from Paul's arrived right on time. They explained the total job to me which included installing sump pumps under our house. They worked 8 hours without taking a lunch break and did an excellent job. I would recommend them 100% and have them do any plumbing problems in the future.

Brennan and Nathan are true heroes! Kind, efficient, hard working, and true to their word. They went out of their way to accommodate us when our air conditioner gave up in the middle of a heat wave. I am 32 weeks pregnant with a 13 month old at home, and we felt truly helpless. Regardless of how many directions they were being pulled, they fit us in and juggled their business with ease. We are so appreciative of the extra effort and kindness these gentlemen provided our family. We will absolutely be using their business in the future and recommending everyone do the same!
Thank you, Paul's!

Terrific experience, which was a welcome change of pace from others in the HVAC industry. A couple of technicians came out, but shout out to Zane Buck (senior tech), who was able to troubleshoot a vent problem and provide a workaround solution until I could have the ductwork redone. I found Paul's team to be honest and hardworking. I will continue to use them in the future.

We have used Paul's plumbing in our home, rental properties and at our business. We always receive the best customer service and very professional technicians. Suprised to see any negative reviews. Great company,staff,service and owner!!!

The manager reached out to me after my previous Yelp posting on 1-19-16 regarding the bill by the job not by the hour complaint. After careful review, the manager granted me a refund of $200 to bring my bill within the original quoted amount. Thank you.

My air conditioner stopped working due to a defective starting capacitor.  The cooling fan wouldn't start on its own.  I know that because I am a former AC tech, now handicapped and unable to work on it myself but knowing what it takes to fix it, a $25 capacitor and 5-10 minutes of work.  I called Paul's, told them the problem and that it was minor and they sent out a tech the next day.  He looked at it, said I was correct as to the cause and the repair and looked at his price list: $273 to replace.  I said that was outrageous for ten minutes of work and he agreed but said he couldn't deviate from the schedule without permission and his boss was out of town but he would talk to him when he got back since $273 was too much for his 15 minutes at my house, the bulk of that taken up in the discussion of the bill.  End of story, no callback, the price is our standard and will stand.   I then called two other AC shops and asked what they would have charged in the circumstance.   $125 and $100 and my prior diagnosis was unnecessary to a low bill, this is a well known and easy repair.  I made a mistake in trusting that Paul's would charge based on time and difficulty and a fair profit, I can only warn others not to do the same.  There are more reasonable repairmen out there, look for them and save.

Excellent! Contacted Paul's about our leaking water heater. They arrived the next morning. The technician, Thomas, was extremely professional and articulate. He did an extremely thorough evaluation, and explained our options in a simple, understandable and honest manner. Pauls quoted us a very competitive price for an upgraded replacement unit, and also checked for a warranty on our old unit just in case. They then replaced the unit that day, and disposed the old unit. The plumbing and finish looks great, and we couldn't be happier with the outcome. Can now take multiple hot showers, baths, and do dishes the same night if needed!! Highly recommend

We had the most exceptional service experience recently with an emergency AC need. In the middle of the night, our AC failed to cool.  As soon as daybreak occurred, I gave a call to Paul's Heating and Air. They immediately scheduled me for the next appointment on a Monday morning! The scheduler gave me a 2-hour arrival window. 20 minutes before my appointment I received a phone call that Tyler was on his way. Tyler was prompt, professional, and efficient in his instant diagnosis of our problem. He had parts on his truck ready to get our air conditioner cooling again quickly. There was no upselling and no shady tactics. His fees were very reasonable and straightforward. I highly recommend that you call Paul's Heating and Air, for any new installation or repairs that you need. Tell them that a happy customer referred you!

...well, our AC broke on a SUNDAY and it's 102 outside. They came fast (within hours of our call), fixed the thing, and were friendly. Was it expensive? Yes. Is it fixed? Yes!!  We are quite happy about it.

If I could give Paul's a zero rating I would. We have been satisfied in the past, but this latest experience was unbelievable!  A rental house of ours lost hot water. We called Paul's for a replacement of a 50 gallon hot water heater. The quote - $2,395.00!!!  I was busy doing a medical procedure, but said Ok and then contacted my husband. They were supposed to call my cell last night when my husband was there, but they did not call then. Waited until I was busy today. My husband called them and was told the hot water heater had not been installed, so he cancelled the order. An hour later I was called and told it was installed, but they would give me a $400 discount because we cancelled the order. Really??? No Way!  I spoke with the regional manager and offered to pay $1,000. I mean really, how much can a hot water heater and installation cost??  I was told the hot water heater was $1,100 and parts $1800. Now that is $2800 without labor. Who are they kidding???  Then it was , No, the hot water heater and connecting parts were $1,800, then a $150 permit and labor. Less than an hour of labor, two guys lifting the hot water heater, blah, blah, blah. RIP OFF!  They refused my $1000 good faith offer and will take the hot water heater out tomorrow.  Of course, between 8 and 10 am!  Stupid business people. We paid them $5500.00 for a new air conditioner at that house 2 years ago and another $160 this year to reconnect the air conditioner vent under the house.

We were good customers. Not any longer!  Buyer be ware!!! Do not call Paul's.

Since having an amazing experience it has all gone downhill. Absolutely unfortunate. I have called several time with emergency situations and they were to busy to come out.

Thermostat for my furnace went out on a very cold Friday night.  When called, they came out promptly Saturday morning and installed a fabulous new Emerson thermostat.  Service was quick and the technician friendly.  Overall I am very satisfied with the work they did!

These guys came to fix plumbing issues related to our dryer. They did a sad job. They didn't even turn the unit on after working on it to see if it works. They charged us a hefty amount. We had to call another company to get the issue straightened. We will never go back to these guys.

I had my furnace go out and a leak from my hot water heater and in both instances, Paul's came out within a couple hours and gave me an onsite estimate that they stayed within and made the repairs.

The technician (Ross) was awesome and didn't mind all of my questions as he went about his business.

I would recommend Paul's to anyone with an hvac/water issue, hands down.

I didnt think companies these days would out right lie to sell u their sevice. A/C wasnt working. After less than 5 minutes the technician said we needed a whole new unit at 3000$. Called another company, a/c was fixed for 349.$s and within 10 minutes! I think a call to the bbb is in order.

Paul's Plumbing made the misunderstanding good. I will continue to use them for all my pluming and heating AC problems. They do good work and have proven to make  good on their word.

I can say enough great things about this company! Our office building had a serious problem with what thermostats controlled whose suite because the ducting had never been re-routed after a subsequent buildout changed a bunch of walls. We asked Bethany to come out, take a look and give us an estimate. After we finally got the building owner on board with taking care of the issue, Paul's got us on the schedule. From start to finish the process was seamless. The HVAC techs they sent out knew their stuff and were able to take care of the problem fast and professionally. There was little to any disruption in our work. For the first time this summer, our office and the suite next door are at a comfortable temperature. No more blankets, parkas, or space heaters needed to work!

A word to the wise....if you have a problem with your heating and air please do yourself a favor and call Paul's or another of the smaller local HVAC businesses. They are honest, ethical businesses who employ estimators to bid/estimate a jobs, and service techs to do the installs and repairs. There is a very large HVAC company in town whose service techs are also the ones selling the product and make a commission or bonus on everything they sell. The vast majority of us know nothing about HVAC and in my humble opinion this is a huge conflict of interest. Especially when the service techs at this company are making twice as much money as there counterparts at other HVAC businesses. Coincidence? I think not...

Kudos to everyone at Paul's!

Reno, NV
I contacted Paul's for some plumbing work on my home. When Thomas came out he was very nice, he seem to take care of things however, I later found out that what he said he fixed was actually not fixed at all and once again I had water pouring into our home due to a broken hose bib that Thomas said he had replaced. I have since called and texted several times and have gotten no response. I paid Paul's $1480 for the work Thomas did on my home however, stupid me, I trusted that things were done right and that Thomas was going to come back and finish the other things he said he would do. Since then, I have actually been charged over $1600 to my credit card and received a new invoice which doesn't make sense because the invoice I first got said the rate would be $1480 flat rate which included any additional parts needed. I did not expect this out of Thomas as he seemed to be so nice and accommodating nor did I expect this from Paul's plumbing. I feel stupid and too trusting that I paid them without checking that everything was OK and prior to the job actually being finished. I will be disputing the charge on my credit card, will file a complaint with the contractors board and will never hire Paul's plumbing again. To everyone out there who reads this...please beware of this company. Make sure that when you sign the invoice they hand you the receipt right then and there so that they can not add things once you have signed, such as estimate at a later time, prior to them mailing the invoice to you. This will help prevent them from charging your credit card at a later time,more than what you agreed to. also, make sure the work has been properly completed before you pay them. Do not trust their kindness act they put on to get you to trust them.

Great customer service and knowledgeable techs. First called them back of March 2022 to inspect my furnace due to an odor coming from my garage. They took a borescope and showed me the crack on the pipe where the leak was coming from. They sent me a quote for a replacement and figured I wouldn't need it till winter, so I held off. January 2023 Shopped around with other HVAC companies and was a bit higher. Called Paul's and they honored the original quote, also offer military discount and finance options. Would definitely recommend this company.

I have used Pauls for years now. They have always been the most professional company, had the most pleasant office staff, fair pricing, and honest diagnosing. I have recommended them to all my friends and family and everyone has had positive feedback as well. I used one of the cheaper companies once upon a time and let me just tell you, you get what you pay for. These guys don't show up to your house smelling like smoke, disheveled, and impatient. They truly care about the customers needs and will go to great lengths to satisfy. Thanks guys!

They never showed up for their appointment and I never got a phone call. When I called the office the next day to find out what happened they never apologized. They did reschedule me and when the technician came out they were extremely friendly.

They opened our walls to replace a hot water line, then failed to show up to install it.  This is a multi-thousand dollar contract on an apartment building, snd they didnt even bother to call to say they weren't coming.  They were totally unprofessional--they set off the fire alarm, broke the garage door, and left everything unlocked at the end of the day.  Dont use them for anything.

Thus is concerning  Brennan & Nathan
We were having absolute horrible issues  with our AC and we were able to get an appointment for the condo we're renting through Paul's heating and AC. I met 2 employees that were the most delightful, friendly , customer service  orientated professionals!  It took 20 minutes and they showed me how to work everything I wanted to know.  They took the time and were very diligent
Thanks Guys, you are immensely appreciated!!

I had another company, Hawkins Heating and Air, no show to my appointment.  I called Paul's Heating and Cooling and they made an appointment the next day!  Our tech, Dalton, was really professional and knowledgeable.  He troubleshooted, diagnosed, and repaired the problem in less than an hour and our AC is working flawlessly.  Thank you so much!

Less than 1 star!! Wow can't believe how inexperienced the the tech was today, came in and in less than 5 minutes told me I needed a new furnace that would cost us over $3000. Called for a second opinion and the part and labor cost us less than $200. Thieves never again!!!!

Paul's plumbing installed an AC system 7 years ago, and up until about 1 1/2 years ago worked fine. Since then the system has had multiple problems costing me a lot of money. Paul's plumbing recognized that the system was a lemon and that the manufacturing company was slowly going out of business and unresponsive to Paul's for replacements.  After negotiating with Paul's, they replaced my whole AC system and included a new furnace at a cut rate. I appreciated that Paul's negotiated a deal with me and took care of our problem.

We, unfortunately, had to have our air conditioner serviced recently. Paul's came through for us!!! Our call was promptly addressed, the tech came when we were told, and he was very professional. I was impressed with the service we got during such a hot season.

I admit that I was surprised to read the consistently bad reviews of Paul's Plumbing, as I have had nothing but great service and experience with them. I have been a customer since 2010, when I moved into my new home and discovered many issues with the existing plumbing. Long story short, I've always gotten very quick response and service from them, they've always tried to give me an idea of the cost over the phone (admittedly from my diagnosis) and give me alternatives, they've been upfront about their fees, and the guys that show up are *awesome*. They are communicative, professional, explain and willing to show you first-hand everything they are talking about, diligent, tell you all possible costs and pros/cons, get my permission on everything, etc. They have also not charged me for visits multiple times when they had to come back or didn't have what they needed (I expect that in the latter case, but have had other companies still charge me for their investigative visit). In short, this is the only plumbing company I will call...I trust them. And no, I am not related to anyone who works there or owns the company. I just feel safe going with them. Speaking for me only, I have not had the experiences mentioned in the other reviews.

I highly recommend this company. They came promptly this morning and quickly diagnosed and cleared a clogged a/c condensate line that another nameless company wanted to charge $5k to replace the unit instead of simply resolving the condensate drain issue. They also inspected my plumbing shutoff valves and tightened up a leaky connection. Technician Thomas Diehl is very knowledgeable and pleasant. I will use this company in the future as the need arises.

Our air conditioner stopped working after about 25 years of use. I called several companies. Paul's was able to provide us the best price in the shortest amount of time. The AC was installed that day, thankfully, as our house was unbearably hot.

I gave the others who couldn't help me with my repair job 5 stars, but this one wanted to reschedule after offering to do the work (didn't give that answer right away which is pretty much false hope) XD So 2 stars deducted for that disappointment. 3 stars for being quick and responsive and I appreciate that!

Furnace went out, not a good thing these cold nights. Paul's was able to send out a tech within an hour and Chris was at our door in no time. Chris was professional and efficient. He went right to work, figured out what was wrong within a couple minutes, showed us where it was cracked, got a replacement part from his vehicle, then replaced it. He was in and out in less than half an hour. We were quite impressed.

Highly recommend Paul's if you have any issues with your plumbing, heating and/or air conditioning.

Beyond impressed with every aspect of service I've experienced with Paul's!  Their customer service is outstanding.  (I had opportunities to interact with multiple employees, both on the phone and at my house-due to an issue with the old system in my current property.)  From the initial service call, estimate for new unit, installation, and follow up with the new system they installed they have exceeded my expectations.  Robert (technician) was a particular stand out-  extremely knowledgeable, courteous, efficient, and willing to answer any questions.  Definitely recommend this company.

They should offer Negative stars......I would rate Paul's Plumbing and Heating a NEGATIVE - MILLION STARS.......

The products are defective and the technician wasn't qualified. The technician was more interested in my personal life than fixing the problem.

It has been less than a year and the same problem. I left 5 messages and finally reached someone at 8:12am. They first denied replacing the part until I provided the date and invoice information. She said they didn't have time today for warranty claims and would check the schedule. After being put on hold for a long time, she said the soonest would be the middle of next week. When I pushed the issue they agreed to have someone come tomorrow (Saturday) and she made a point of telling me they don't normally work on Saturday!!!.

I was concerned about the temperature dropping to 20 degrees, the technician showing up on Saturday and the technicians qualifications, so I continued my search and hired a qualified company to fix the problem today. The result: Paul's technician either put the same worn igniter back in the unit or damaged the new igniter by touching it or improper installation. Also, the new hot water heater and installation cost was $$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$.
I told the technician the competitors cost and he said he match the price. The result: Upon completion of the job, he added additional labor and the price was the same that he originally quoted...RIPOFF.

I hope my review helps others. DO NOT CALL PAUL'S HEATING AND PLUMBING.

BTW.....I left a message at the office regarding the cost and she called back asking what email to send an invoice. I told her Paul's need to reimburse me. The result: I will have someone call you Monday.

Buyer be ware.

My shower head was leaking and they came out and fixed it.  The technician was friendly and on time.  I would use them again.

These guys are a bunch of crooks.  I had a leaking kitchen sink and they quoted me $405 - a 2-3 hour job which of course included a drive to get a part.  Another plumbing company fixed it for $75 in 45 minutes.  How in the hell can you explain that?

I understand the former manager is no longer there and Mr. K is back. I anticipate that their customer service and business practices will be back soon. I'll give them another try.

Big James came to my house and was so pleasant and accommodating, he had our furnace fixed in no time. Great work at a fair price.