Choate's Air Conditioning, Heating And Plumbing

I scheduled an install with them even though their price was $4000 higher than Infinity. I also wanted a tankless water heater installed at the same time as the tank water heater had to be drained and removed to get to my furnace. The plumber was rude. He did not leave an estimate and refused to even consider installing the tankless at the same visit. On 4  calls I was told I would get a call back from the plumbing manager. No call came. I wasted my entire morning with their bs. I also had scheduled a quick trip to the beach which I had cancelled as I only have 5 days off work this month. Their actual customer service does not exist. They are not getting my extra $4000. I'm glad I found out before I actually had the unit installed.

We called for their emergency service at 11:30 at night for my mom who is 78 years old. They took her information and said the next available tech would call us back. We called back at 12:30am to ask for an estimate on the time for getting a call back. The woman said it would not be long. It is 8:00am and my mom is still waiting. Nobody called and nobody showed up. BE WARNED!!!!! It is an answering service that takes your call. Nine hours have gone by since we called for their emergency service. If you can't send someone out, communicate that to your customer. If you are too booked or don't have enough techs working on an emergency schedule, COMMUNICATE THAT TO YOUR CUSTOMER. She could have called another company or gone to a hotel. This makes me so angry for my mom. How dare you! Do better! We will be calling Conway Heating and Air now!

BE SURE TO CHECK THEIR REVIEWS BEFORE SCHEDULING!

love the new system and the guys who installed it were very nice and knowledgeable of the products and answer all our questions !!!! I would recommend this company to everyone !!!!

Dreadful experience with Choate's...... I called Choate's at 12:30 this afternoon, because my 12 year old water heater (which is located in my attic) was leaking and I needed a new one. The dispatcher took my information and told me a service tech would call me back. Within 5 minutes I did, indeed, receive a call from the tech and explained the situation to him; that my water heater was leaking, the drip/catch pan didn't have a drain, and that the pan was leaking and we were having to constantly vac the water out. The tech explained that since it was Saturday, he would not be able to buy the water heater and it would be Monday before he could come. I asked him would he be able to install a water heater if we went to Lowe's and purchased one, and he said yes. He went on to explain that only the labor would be under warranty, which I completely understood, and told him that would be fine. At that point I put my husband on the phone with him, and he asked the tech what time would be the latest he could come and he said no time was too late, just to let him know when we had the new water heater and would come after whatever other calls might come in. I called the tech back at 2pm and told him my husband was back with the water heater, and I told him to call me when he was on the way, and he said ok. At 3:45 pm the tech called back and told there was no way he could come today and that it would be Monday before someone could come out. Irritated and unhappy with that information, I called Choate's main number and Lisa, the dispatcher, who has been the ONLY helpful person I have spoken to at Choate's, listened to my problem, put me on hold to try and call the tech herself, and then got back on the line to tell me that Wendy, the manager would be calling me right back. Instead, fifteen minutes later the tech called back and told me it would be Sunday afternoon, MAYBE, before he could come out. I told him that I couldn't rely on maybes and that I was told Wendy would be calling me back. Finally, I received a call from Wendy at 4:15. She offered nothing but excuses and half-hearted apologies for any frustration.

You're igniter is dead.

Good; not surprised.

And your card:  burner fan's not getting juice.

But it was running an hour ago.  The card and igniter didn't both die, just one or the other.

Jiggles wires; only finds 1V at pin:  It's dead; I don't know why.  It'll be $1100.

The going rate for $40 Chinese replacement parts in Memphis is $300, not $1100.  Here's your $60 diagnostic fee; put the covers back on and get out.

He installs cover, burner fan mysteriously fixes self and starts to run.  Politely gets out as he was told.

Choate's associates were professional, knowledgeable, efficient , clean and neat while completing their job today. We were thrilled . Thank you and Great job !

Bottom line up front: DO NOT USE CHOATE'S for anything! Not even to change your air filters!

Because of Choate's service/maintenance call on my HVAC system, I now have mold and mildew in my home. My initial appointment was for semi-annual maintenance, but has turned into a hellish nightmare!

One of the four technicians that came to my home (within one month) did not secure the condensation drain pipe and water leaked in the hallway and my dogs' bedroom for almost one month. Due to your company's negligence, I now have a bigger problem than before and based on previous experiences with your company, I would not be surprised if this is some sort sabotage. Surprisingly I'd just had a maintenance service call completed on 7 December 2020 which yielded a clean bill of health and for some strange reason, my entire system became inoperable on Christmas Eve. The timing of the system's failure was suspicious and if I knew I would not be met with a lie or lack of accountability, I would go direct with the company; that's to be expected when there are multiple individuals accessing the system and only one actually completed the job. My hope is that through pictures, emails and time stamps I will be able to narrow down which technician, through negligence, caused this catastrophic damage to my home! I know there won't be any proper follow-up from Choate's so I won't waste my time. And don't waste your time/money either. I don't trust Choate's as a company, its service or its employees and 6 January 2021 was the LAST time anyone from the company will set foot in my home.

*Update: As of 27/28 January, my heat is not working. Due to the pleasant weather and how low I keep the thermostat I hadn't noticed a Sensor Error. But the problem became obvious when the home repair company asked me to turn the heat/thermostat higher to help dry the walls and floor. So, I'll have to find another HVAC company to repair my system because I will never use Choate's again.

Can't say enough good things about Choates. Our HVAC system was about 30 years old and was barely running.  The previous homeowners used Choates for maintenance so we decided to give them a call.  Randall came out and did a great job quoting the project. He recommended the proper unit and did not try to oversell other products or more expensive units.  Based on the good price and great warranty period we decided to completely replace everything.  We were scheduled for Friday of the following week.  The unit died Monday night and temperatures were getting hot.  I called Tuesday morning and asked if there's anyway they could come sooner.  I got a call from a manager a few minutes later and he told me I could be moved up to Thursday and he would be happy to come by with some window units in the meantime.  I got a call a few minutes later that they could move me up to Wednesday even though I know they were swamped.

Kevin and Ray showed up the next morning at 8:30 and worked incredibly hard in 98 degrees until they finished at 5:30. Great guys that did a great job and they walked me through everything they did when they were finished.  Got a couple follow up calls from Choates in the following week to make sure all was good.  I will never use anyone but Choates in the Memphis area and I will recommend them to everyone.

Had Choate's give us a quote on a water heater replacement.  We wanted the exact same model as we currently have and reminded the salesman at least three times of this. Two days before the scheduled install, we get a call from the plumbing manager claiming that the salesman had made a mistake (quoted us the wrong model) and they would not honor his quote. The new price would be MORE THAN DOUBLE the salesman's price!!!  They then offered to beat a competitors proposal by $500.  I told them I would rather pay the extra $500 and deal with a reputable company. Click.

Not sure if this was incompetence or dishonesty, but there are other companies to deal with.  We ended up using a five star competitor, who gave us a very good price and actually upgraded us to a larger capacity heater. Installation is complete, without any surprises.

very please with your quality of service. Chad was very honest and easily to deal with.  The installers was very efficient  and friendly too . I will recommend ur company to everyone who  needed hvac  services.

Choates handles our maintenance at my office's 100,000 square foot warehouse.  Any problems that we ever have, they always come out the same day.  Very friendly too!

I can't say enough nice things about Choate's. Jeremy came early on Sat. after my AC died on Friday evening. He was courteous and did not try to sell me something I did not need. He had me back up and running very quickly and the service was reasonably priced. The same company installed my new heating system  2.5 years ago. Five stars for Choate's and Jeremy!

AC went out at my elderly parents house. Forecast was 93* so I was worried we may not get quick service. I found Choate's on Yelp and an online coupon for $50 off an $85 service call. Called Choate's about 8am and they told me a technician would be out between 10-2. Technician, Chad, arrived about 9:30! Super nice! Super helpful! And said he'd do everything he could to give us a good price. Took him about 1 hour to get it running (something with the compressor). Very please with all aspects of service from the woman who took my call to Chad and the quick repair.
BTW my parents live all the way out in Drummonds, TN!

The background info.  After topping of and servicing my unit for the year with an alternative freon,  my regular a/c guy was unavailable for a couple of weeks.  shortly after the service my a/c unit started acting up.  I called choates to fill in for my guy.
The tech came out, put gauges on it and said the unit was over serviced.  Pressures were way too high.   The tech spent the next hour trying to sell me a new unit.  Im a mechanic by trade.  I Can keep up with most tech conversations.  the tech focused on the alternative freon as a way to turn every conversation back to a new unit or multi thousand dollar repairs with no guarantee of success.  the only viable option in his opinion was to purchase a new unit for 5-7 thousand dollars.  We talked for a bit and he left after calling in an appointment with sales person for the next day.  they never showed, or called.

I got back in touch with my guy finally.  He came over, hooked up the gauges and read the pressures.   Yep, I got it wrong last time.  He literally opened the valve on his gage set and let off a touch of pressure til it stabilized per the a/c pressure chart on the unit.  It has been running like a top ever since.  
After this experience,  I could not recommend this place to anyone.  I feel as though they blatantly tried to rip me off.

Called and arranged for an estimate. A guy showed up who worked hard to upsell. Following that, I received two lengthy texts that attempted to do the same. Irrespective of this, I needed by ducts cleaned so agreed to the service. 15 days after the fact, I have heard nothing from them. I contacted another highly rated duct cleaning company (Complete Clean) and they completed the task within three days and for $750 less than the quote I received from Choate. Important to note that they use the exact same equipment as Choate. Avoid Choate.

We have a 20-year old AC unit at our place and it was struggling as the temperatures were getting over 90 to keep the house under 80 degrees.  They were running their special on Yelp (seems to be a permanent thing, but it's only a first time customer special).  It made the initial cleaning very cheap and improved the performance.  I also appreciate the honesty of the technician; he let us know that, because of the age of the unit and the lack of care, the amount of work to do a proper cleaning of the ducting in the attic would have been so labor intensive that it would be better to get a new unit.  We are renting the place we are at now, so we passed it on to the landlord and owners and left the decision up to them.  I would use them again for a future home.

I'm generally pretty happy with the work that Choate's did. I needed a 3 ton A/C and heating unit installed at my home. Their sales rep came out to my home, wasn't high pressure, looked over the site and told me exactly what they would do. They quoted less than the other very reputable company charged so I went with them.

Their installers got the job done in a day. The only quibbles I have with the installation is that they did free duct cleaning but they did a sloppy job of taking off the vents, leaving lots of score marks in the paint, and they put a couple of dings/scratches in the walls that I'll have to get touched up. And they did leave a lot of cigarette butts in my driveway. And they did run the new A/C line outside the exterior of my home, which I guess I'm fine with, but I would have liked to have been told earlier that they couldn't use my old refrigerant line (which runs inside the walls and is a lot tidier). They didn't install the controls properly, but that wasn't their fault and a Choates person came out the next day and fixed it.
And I had a rather complicated return duct system which needed filtration which the Choate's guy found an innovative solution to.

So there's good and there's bad. I would say I am overall happy with the job. I was most impressed with the project manager and the sales rep, less so with the installers. I would have given them a decent tip if they hadn't been so careless with the walls and duct cleaning!

The sales rep was here right away and told us we already knew--that the whole system was probably done for!   He gave us two window ac units to use and the crew was here less than a week later.  They also came on a holiday, Memorial Day.  We are very impressed.  The plumber came for his part and helped us out with several items that we needed, fixed the garbage disposal and a toilet--Nick was amazing.  Also, crew will work all week to complete a large job.  Great so far!!

Josh showed up when he said he would and brought a friendly and positive attitude.
Second time we've dealt with Choates and both times we've received what they advertised. Good pick.

Update: Choates reached out and resolved the issue.

We had out AC replaced and the ductwork replace which cost us over $11,000. A part of replacing the ductwork and included in the cost was that they would seal off the old ductwork. Choates failed to complete this part of the job.  I spoke with a manager about having Choates to come out and complete the job of closing off the old ductwork. He stated they would get back with me to schedule a date. Unfortunately, we never heard back from them about coming back to complete the job. Two weeks later I reached out to the manager by text message to confirm again when they will complete the job. He stated he would reach out. During the last five months, we have had some important life events. We called again to have them come finish the job on 4/9/21. When they finally came they tried to charge us $1350 for something we already paid for in August! All we would like is them to FINISH the job without trying to squeeze more money out of us.

Their driver almost t-boned my after running a red light.  My light was green, and I was turning left onto whitten, and a driver of one of their trucks almost t-boned me, having chosen to run a red light.  He was close enough that I could see he was a white male with a beard, wearing sunglasses and talking on his phone. I slammed on my brakes and pointed up to the clearly green light.  I don't know anything about their air conditioner repair, but they need to train their technicians on not to run a red light.

Zach, their master plumber came out in snow & ice last weekend and got the clog partially undone enough to run a camera and see that the pipe from the cast-iron to the terra cotta u turn had collapsed. They came back Wednesday and dug up the collapse and replace it with PVC and a code tap out. I cannot say enough good things about Choate and how they treated me and the great work they did. I would give it a 5 except they are very expensive compared to other plumbers I've paid. Still, if you want  it done right, pay the extra and have Choate do it.

Knowledgeable, professional employee. Friendly, efficient. The office gave me upfront costs, so I would not be surprised.

I came home at 5:30 pm and found my air conditioner not working and my home at hot mess! Choate's had someone dispatched to the house within 45 minutes, he diagnosed the problem, had to run out to get a special part, returned, installed and tested that everything was working and then left at about 8:30 pm.  

We went from broken air conditioner to working air conditioner in about 3 hours even after traditional office hours.  Thanks for the great service!

This was a plumbing maintenance appointment. Michael provided outstanding service from the call ahead of time to a thorough inspection of all faucets and drains to a flush the water heater. Very pleasant, courteous and professional.

Wow. Totally overcharge... we got a bid for work that was absolutely shocking and outrageous... got another bid for the EXACT SAME plumbing work which came in at one third of their inflated estimate.  Crazy.  Maybe because we're out of town homeowners renting the property?  Who knows.  Either way we Highly recommend getting a second opinion if using these guys.

We had a very good.,professional experience with Choates. They came in and fixed our heating and air conditioner unit. They were on time and worked the whole day until the job was completed. I am so glad we used Choates. This is a blessed company.

Our water heater went out and began leaking overnight, and unfortunately it flooded our nursery closet. We looked around briefly to check prices at Home Depot and Lowes, but opted for Choates in order to support a local business (knowing it's hard times for many small businesses during COVID). They were professional and polite. Things didn't move very quickly but that's fine (over 24hours to get someone out to our house, then 48 hours more to get the installers out). The pricing quote we got to replace our water heater was about $2k. The issue we ran into was that we were quoted for a 50gal tank, but realized after the install that we received a 40gal tank. We also paid for a 50gal tank, and it's what's listed on our invoice. When I called them about this, I was told the 40 gallon and 50 gallon tanks are the same price, so there wasn't anything for them to do. (Although when I checked prices online, there was a difference). Despite the fact they quoted and charged me for a 50gal tank, but installed the wrong one, there was no apology, no compensation, no offer to install the one I was charged for. I'm pleased with the work, but not how their mistake was handled.

I had a very expensive HVAC and water heater installed in April of 2021. Everyone was great from the salesman, to the technicians, who were here all day.

I recently had a plumbing issue and Choates came out to fix it, Dustin W. is awesome.   I had a leak in my wall, not their fault, and they helped me, Justin did with my Homeowners claim.

I appreciate everyone there, and would gladly do business with them in the future, hopefully for nothing broken, LOL

UPDATE:
I originally met with a Choate's rep to get an estimate and after about 5-6 weeks of getting no response, I wrote a review. After the review posted, I was contacted by Choate's saying they couldn't do the job and if i wanted to discuss, call them. At that point I had moved on to other vendors.
The plumbing manager reached out this week and profusely apologized for the lack of response. He met me at the site and we spent almost 2 hours going over the project. He gave me a ballpark estimate before he left.
I appreciate Choate's stepping up and making it right.

I was on the Choate's Family Plan, but it's proved to provide very little value. The last three service visits I've had have all been negative experiences. Years ago, the company use to have really great technicians and they did a lot of great work for me, but these people have seemingly long moved on. Last summer, a tech visits my house to service a fully functional outside A/C condenser. Twenty minutes later the service tech contends the dedicated wall circuit breaker is broke and $240 later I'm buying another circuit breaker that was selling on Amazon for $40. Fast forward to the fall, the next tech services the furnace in the attic, but leaves the dirty air filter in my living room then proceeds with driving off. Fast forward again to this summer, I have a condensation drain line clog which water damaged my ceiling. Tech 1 quotes me $500 to repair the clog and charges a $200 visit fee which can be applied against the repair if I proceed with the work. I said sure let's do it.  Tech 1 also said he noticed a dripping water leak with the tub facet and he quoted $1,200 for this repair. I passed on this repair option as it seemed very high. Tech 2 arrives on-site a couple days later to do the work and contends he can't snake the clog. He tells me it'll require removing the vanity in the upstairs bathroom, cutting the wall, removing an existing pipe, and installing a replacement sloping PVC drain pipe. The new quote is near $1950. I said let me get another quote first. I have a brother come over to the house to get his opinion. After inspecting the problem, he's snaked out the clog in about 30 min without cutting the wall. He's not even a plumber. I called Choates back a couple days later to have them come out for a scheduled HVAC tune up. I specifically questioned whether the 3rd tech will cleanse the condenser line. The service rep said, the line will be inspected but he didn't know if the tech would clean out the line. Tech 3 arrives and services the HVAC system. I asked him point blank after describing the recent clogged line. Tech 3 says he inspected the drain line but cleaning the line isn't part of his service. He suggested I periodically pour a cup of bleach down the line to keep it cleared. So much for hiring a qualified HVAC company to perform regularly scheduled maintenance in an effort to avoid such problems as a clogged condenser drain line.

In my personal opinion, Choates is too focused on sales growth and is compromising providing that minimal service level we all expect. I keep thinking If they had kept my condenser drain line clean as part of the normally scheduled maintenance, maybe the line would never have clogged.

Top Notch Friendly Service
I was very impressed the quality of work performed by Lewis. He was professional, friendly and empathetic to my needs. I was able to voice my concerns and Lewis understood exactly what I needed done. I would recommend Lewis, and Choates to all my friends and family for their plumbing needs. I was happy to find out that they had financing and an affordable plan for the Preferred Customer Agreement that saves me 25% on each service call, including some free maintenance for heating and air as well. I'm so happy to finally find the plumbing company for me and my family. Thanks Lewis!!

My family attempted to schedule an emergency appointment. The company website Lists 24 hour service. The customer service representative that worked on January 2, 2021 in the afternoon spent more time eating supper while fielding the call then helping.
She preceded to tell me a 24/7 service was only available at 8am.

We found our AC drain pan near overflowing this morning. Called Choate's and was able to get a same day visit to clear our drain clog. Tech was able to clear quickly at a reasonable price.

We had a heating problem and I called at 1:30 on a Friday. They were able to get someone out to look at our furnace by 4:30 that afternoon! Our first contact was with Randall and he was AMAZING to meet and work with! He was able to get Charlie, the service technician, out by 10:30 the next morning to get us taken care of. It was handled quickly, professionally and with true concern for our comfort. I will definitely use them again for any future issues!

This is a great company!  A discount coupon I had purchased from Yelp did not include the limitation of being a Service -related saving.  Choate's honored the coupon amount for items I was purchasing, since I had made a special trip.  It's nice to do business with a company exhibiting customer service, integrity, and honor, even though they weren't sure why the coupon details had been omitted.  They, also, e-mailed, offering an additional apology and other discounts for my inconvenience.  Thank you for being exemplary!

This is a top notch company!  The serviceman was friendly, respectful, and knowledgeable.  He made excellent repairs & recommendations that other companies had ignored.  I could see the issues that he referenced, never before mentioned to me!  I will definitely use them to satisfy all my heating & air conditioning needs!

Choates came out to our retail location in Cordova, off of Germantown Pkwy. We have a retail space of about 3k Sq Foot. They where quick to respond, professional, fast to repair, and competitively priced. Our business will defiantly call Choates with our next HVAC or Plumbing need.

Choates made a very wise decision in hiring Bob Geisenhoff as their Service Manager! He contacted me, came and looked at the job, then made a commitment to have it completed correctly and quickly. He followed through and went over and above to make sure we were satisfied.

With Bob in this position, I would not hesitate to hire Choates again! Their service techs will learn a great deal about customer service as well as tips of the trade from Bob!

The service guy showed up on time, but spend 30 mintes trying to sell me a maintenace
contract I wasn't interested in and 10 minutes fixing my a/c. It is working but not cooling
as fast. This must be the new thing to do since this is the third time this year I have been
given a hard sale for a yearly maintenance contract costing more than the repair. I really
dislike a hard sale in my home I didn't ask to be given. Otherwise, everything was OK.

I had an issue with my heat on the first chilly day of the year. I called Choates around 11 am, and they said they could have someone out between 3-7. I got a call at 3:15 saying they were on the way and by 4:30, everything was fixed and working. Thanks Choates!!

Great service!  It never fails that I need them on the weekend.  They come right out and fix the air.  Jake is super!  Hey Choates:  give Jake a raise!

I can't really rate their service because the prices were way too high to make it that far. I called Choate's because my upstairs AC wasn't working correctly. I wanted to go ahead and have someone look it over completely, including my freon levels. I was told to make sure it was turned off a few hours before my appointment, just to make sure the unit wasn't frozen.

Prior to the technician coming out, he called me and started talking about how he was trying to beat the rain, and I could tell he was really hoping I would just cancel, which I didn't. When he made it out, he started by messing with the thermostat of the unit that wasn't giving me problems, turning it down to 60 so it would keep running. He then went outside, flip the breaker, took off a panel, and told me the capacitor was bad. After some small talk he told me that he had the part and that it would cost around $250. I asked him why it was so high, seeing how the part was only about $20, and he told me that they weren't a non-profit organization. I told him I would just buy the part and replace it myself, which upset him and he felt the need to tell me how honest his company was because they paid him when customers like you don't want to pay for the services. I asked him to check my freon levels, since I was still having to pay for the service call, but he told me he couldn't because my unit was no longer running, even though I kept telling him that the unit was working but not cooling.

Before he gave me the invoice, he had to then give me a sales pitch for the premium service that would pay off the service call. Ultimately he wanted me to pay $350 to save $80 on the service call, and then  get 10% off of the repair that I declined. I rejected the service agreement because I really didn't want to pay even more for a service they weren't even providing. Apparently he got really upset for not up selling me in anything and really started acting huffy. He wanted to come in so he wouldn't sweat in the invoice, even though we were both standing outside in the shade, he snapped that I could at least let him sit down, and then he just kept saying lights about 5 times before I could get to the switch that was next to his head.

So like I said, I can't accurately rate their services because I never got any. Even after paying, I didn't even get the full diagnostics, and had to listen to an upset technician because he didn't get his commission sales from me.

Oh, I did change the part myself, even though he told me it was too hard and he would be waiting for me to call them back. It cost me a total of $25 at a local store, and took 5 minutes to replace and put the panel back together.