Donelson Air Service Experts

I had a yearly contract with them, but they cleaned my air conditioner with some kind of white acid that kept flowing out and off the roof down the down-spot and making a long white line across the condo parking lot. I asked them four times to do something about it and they refused. It has been  more than a year and it is still staining the parking lot. I fired them! When you ignore your customer's needs, you lose your customer! The workers had a set routine and this was not in their routine. Bad!

Sucks that people come to Yelp only when they're wanting to leave a negative review and rarely leave positives.  

Not sure what all the one stars are about. They came out,  fixed my heat, even went the extra mile of cleaning up some duct work. All at a reasonable price.

Will continue to use them.

Something is a little off with this company.  I'm writing this review in the hope the owner will reach out to me so I can share my experience and offer recommendations for them to improve their services and approach.

I've used this company twice in 2020.  First time was a five star experience:  arrived immediately, fixed the problem quickly, charged a reasonable price, staff member we interacted with was one of the nicest people I've ever met.  

The second experience was the opposite.  It also matches a pattern that has been repeated many times in these reviews:  give an absurd estimate for a repair, then say, honestly, instead of repairing, you're better off just buying a new unit.  This is followed by a salesperson (comfort specialist = salesperson) calling you to try to sell you a new unit.

Look through these Yelp reveiws and notice how many times this pattern repeats itself.  Doesn't look like an accident to me, looks like their strategy.

In our case, we requested a service call because our unit wasn't working.  The technician came the same day, called and listed a bunch of stuff that was wrong, said it would cost at least $2,000 to fix it.  Then he went on to say because the unit is old (9 years) that it would probably be better to just replace it at a cost of $6,700.  He then referred me to a salesman (not a technician) who DCA calls a comfort specialist that told me the exact same thing.  Here's a key point:  these guys didn't talk to each other about either price, but both quoted the same figures.  The salesman said:  I didn't see the whole list of repairs but based on what I gathered about the unit it would cost between $2,000 and $3,000 to fix.  I asked him how much a new unit would cost and he said around $6,800.  

So these guys claim to have not talked to each other about repair and replacement costs, yet still arrived at the same prices for both.  

We got a second opinion from a different company.  The other company charged a total of $230 and the unit was running at 100% the same day.  

So they were trying to charge us $2,000 for a rapiar job that only cost $230.  

When I read the reveiws here, many describe the same thing:  quote a high repair estimate, then suggest if your're gonna spend that much might as well buy a new unit.  

This seems to me like a strategy:  a psychological trick to make you think $2,000 in repairs is a bargain rather than exorbatant.  Approached this way, the best case scenario for DCA is they sell you a new unit at $6,700 and the worst case is they do $230 of repairs but charge you $2,000.  

Again, read the one star reviews and take note of how often the same pattern appears.  

To the owner:  if I'm wrong, call me and let's talk it through and I will edit this review.

I made an appointment 3 days in advance that was supposed to be confirmed for between 10-12 am. I called to confirm the appointment and the response I got was that they would not be able to get to me for an additional 5 days. Basically my appointment was cancelled without notice or my consent. I would not have gotten any notice if I hadn't called first. Donelson air *did* call me but it was only in response to the call I made trying to confirm my appointment since I had not heard anything from them. I have no water in my house and this is completely unacceptable behavior to just drop a customer without notice. I will no longer use Donelson for my HVAC services either because of this experience.

Honestly shocked there is a bad review on here because our experience was BEYOND great. Heat went out on a Sunday and so we got a few quotes. Their salesperson was here at 8am the next day and quoted us a higher quality basic unit than the other competitors and came in $800 less. Plus they had it in stock and could install it at noon the same day we bought it. They completely saved us from freezing and the service techs did a fast install in a tight squeeze next to our fence. Loving our new Ruud so far and very grateful for speedy service!!

I had my upstairs air conditioner go out just as the outside temperature hit 95* in the shade          ( timing is everything right ). I waited over the weekend to avoid the overtime charges. On Monday I called and set up a service for 2:00 to 4:00 pm with Donelson Air Service and they were prompt in arriving.  The technician was polite and friendly. He went about looking for the problem. I followed him outside to the condenser unit .The fan on the blower was not working. He gave it a nudge with a screwdriver and it started right up. I thought old fizzle the fan was just stuck. He immediately shut it down and started to take the cover off the unit. After doing some test readings he told me the START WINDINGS were bad and that it needed a new fan unit. The cost would be $1100.00. I was an electrician for over 40 years before retirement  and knew what it cost for a replacement. I told him, I wasn't going to fix it until fall. He knew nothing of my background, I ask if he could just get it going for now, knowing he was just trying to up the cost.  I went into the house to get my camera and when I came back  out he had already closed the unit , less than three minutes. Beside him next to his tote bag was a used capacitor that was wrapped in tape and as large as my open hand.. The air unit was running at that time. I took the capacitor and took a photo of the nameplate on the unit. He brought me the bill and showed me where he charged me $207.00 for the capacitor with a service call, Total $306.00.. He looked me in the eye and said, if you look up the price of this capacitor you'll see it cost about $5.00 or less but you want it going right. He continued trying to sell me a new fan unit for $1100.00. Telling me the unit would stop again any second.  My air conditioner has less than  12 years running time. I've seen them run for twenty years or more.

I know WHAT he did and to avoid a showdown , I just paid the man. The capacitor he left behind was a well used old 440 volt motor RUN capacitor not a 110/220 volt START capacitor. He thought he would take the old one with him when he left but I kept it.  Besides he said it was the starting winding not the capacitor that was bad. The capacitor he left NEVER came out of my unit, that I can prove.  

 I (think) he cheated me, so I am telling anyone who cares about finding an honest company to look elsewhere or stay right by their side.

Spend your money elsewhere. We put a lot of money into a crawl space encap and new HVAC.  They always show up and put the work in but it doesn't seem to ever fix the problems--whether it be an AC that cannot cool properly, or a crawl space encap that doesn't perform its function.  Cannot resolve this with then despite warranty.  Beware.

They will scam you by signing you up for service plans and then not canceling  after countless complaints. I'm about to report them to the state, bbb, and everywhere else.

Been using Donelson for almost 20 years and they have consistently been fantastic .  Jeff/Hollywood is my favorite tech and he is hands down one of the nicest n most professional people I've ever encountered.  Donelson is lucky to have him and customers are fortunate to have such a kind n professional technician working on their heating n cooling systems. AAA+ all the way.

My neighbor's hot water heater played out on her. We called and I guess they don't have enough people to answer the phones. The recording said we could be called back. I put in my number and nobody bothered to call back. I think that's very rude and unprofessional. However we found somebody that came out and replace the water heater. To Donaldson air if you don't want somebody's business there's plenty of companies out there that do.

Our heat was on the fritz and called a few places that no longer service 37215, so tried Donelson Air. Our tech, Kenneth was super helpful, friendly, thorough and knowledgeable. Haven't had this great of service lately anywhere, so wanted to share!

Do not get a service plan with Donelson Air or there other name Service Experts Heating and Air!   I bought a unit from them. Over 7,000 dollars. I bought a service that they come out twice a year and service the heat and the AC. I payed for it every year and my wife got cancer and durning this time i had more things going on than the Heat and air. Then covid hit. Well i had one service left to have the heat serviced. I call to set up the service and the said it expired. So i will never use them again

Had a fan motor stop working and was quoted 1200.00 to replace but suggested I really needed to to Advantage of their new Advantage program which would allow me not to have such a large out of pocket expense and all my troubles would be over for the next 10 years for only 190.00 per month. The total bill was over 22,000.00!! The install was going to be 12,000 plus 1000.00 a year for service on a new unit with a 10 year warranty!! Called another company and for 112.00 I'm back up and running and was quoted 6,000.00 for the same unit!! Wow how these guys can sleep at night is just amazing.

I have an older AC system so I seem to have to call them out at least once a year.  Every time I have worked with them I have prediagnsed most issues and they have never attempted to do unnecessary work. They did mention that I might want to consider saving up for a new unit because mine was 10 years old. Every worker has been coming side rate of my home and polite. I recommend d them.

Never showed up or retuned phone calls. Called Saturday afternoon for an appointment, only time available was Sunday from 8 AM to 10 AM.  At 10:30 AM when they hadn't arrived i called to figure out the delay. I was told they would call back with a status. At 12:30 PM I called again and was told I would receive a call back within 30 minutes.  It is 5:00 PM, I still have no air condition and never received a call back.

My mother in law has used this service for the longest time.  When we moved to our own home, we decided to use them as well because of the trust Lola has on Will.  Needless to say, the service was excellent.  Making an appointment was easy and quick, Will was here on time and did a through inspection and gave us an estimate.  We highly recommend them

Not once have I been so consistently served with such knowledge and professionalism.  Not once have I been helped at such short notice.  Not once have I had such a splendid experience with HVAC people.  Not once have I started this many sentences with the words not once.  Except now.  Now I have done all that for the honor of Donelson.   And now Donelson is the only service I will use for my HVAC, not just once or even twice, but for as long as I reside in their territory over which I believe they will rule for many years to come.

They came out to perform annual maintenance on the A/C and a visual check of the furnace.  Making the appoinment was easy with a pleasant person on the telephone.  The guys arrived on time, and were very professional and courteous.  A job well done all around!

Nathan was the best!  He showed up on time and told me options to maintain my air conditioner so I won't have to spend a fortune on a new AC right now.  Whenever I need to call Donelson Air, I'll be sure to ask for him!

My heat was not working I contacted Donelson and they worked me in for a Sat appt and technician Ted arrived around Noon. Very professional and service with a smile even thought I know he had to be freezing in the 12 degree weather!  Thanks, Ted, for getting my heat working again!! Thanks, Donelson Air!

Tech thought furnace switch defective during inspection call. Told part would cost $189. Part available @ Home Depot for about $5. Tech said he would have to go there to buy it since it wasn't on his truck. ABSOLUTE RIPOFF!!

So glad I chose Donelson (reco from my condo property). Nathan is very professional, thorough and incredibly knowledgable.  He took the time to repair my unit properly, which I've found in the past most techs would rush the job. He even took the time to explain in detail on why my system wasn't working properly without me even having to ask specifics.  Scheduling was super quick too (but I also called in late April vs a mid-summer month thankfully) and he actually came a little early, which is always appreciated.

I highly recommend Donelson, Nathan specifically, to anyone in need of AC servicing. He was truly a life saver & made me realize that not all heroes wear capes!!! Thank you!!!

I feel like we were on one of those Dateline hidden camera shows.

Service Experts told us we could either do a $1200 band-aid fix - which may or may not work - or replace our entire system since it's nearing it's life expectancy, was installed incorrectly and was the wrong size for our home. A bunch of scare tactics to get us to fork over $6500.

So we called someone referred by a friend. This guy tells us basically everything Service Experts said was wrong. Had us back up and running for $200. Sure, we'll likely need a new system in 3-ish years, but no reason to not get those years out of our unit. And this guy would charge us $4000. Heck of a savings, no?

So basically, always get a second opinion. And if you can work with a smaller company or independent, do it.

Perhaps they should take a course in customer service?! I ended up purchasing a grill from them but unwilling..
Salesman had a funny tactic of saying he never heard of other brands they don't sell that are kind of obvious on the market. Not sure he likes women?

They were supposed to call me between 4-6 today. I sat around the house waiting and no call. It's now 7pm. I've called and left them a message and replied to their confirmation email. Still nothing
Update, they showed up at 7:30.  Very friendly and helpful.  Fixed my A/C and I'm cool now. :)

Called up for an emergency visit on Wednesday and he arrived just a short 2 hours later. I was very happy with the prompt turn around in service! Cody was professional and knowledgeable when he visited. There was an issue that we needed a plumber and Cody was able to get one over the next day. Additionally Quentin the plumber arrived prompt and was friendly!
He was able to fix the issue quickly which we were so grateful. 5/5 stars for the company and the two employees. Very happy we called and will continue to use them for our ongoing services.

Called this company because they were the ones who originally installed my geothermal unit. Someone came out and told me i needed a new motor which they said they had in stock and could bring the next day for $1,000. The next morning I get a call saying they brought the wrong part and the one I need is around $2,000 but it would be really hard to find etc etc which lead them to telling me it would be easier if I just installed a new system. They had someone come to my house and sell me on a leasing program that would cost a whopping $23k over the next ten years to essentially rent an HVAC. Super suspicious and it felt very much like a scam. I signed up for it after being convinced it was the right decision by the sales rep (I'm 25 and still learning about being homeowner and what not to do lol) but later on I had a gut feeling I just signed up for something awful. I called them in the morning to cancel the install and they were rude and told me good luck with fixing your system you're making a mistake Oh and by the way I had to call THREE TIMES for it to officially get canceled. What a headache. Do not use this company unless you want to get an over priced program shoved down your throat.

I waited 1 1/2 years from the day they installed my new heat pump to write this review. In January of 2018, one of the coldest days of the year, my husband came and woke me up. I had a surgical procedure the day before and was asleep. He told me our heat pump was broken and he had Donelson Air in our living room. I didn't get a good impression from the salesman when I met him. There was also another gentleman with him in one of their uniforms. The salesman told me they were having a sale on Rudd units. (I had never heard of this brand) He told me it would be about $9,000 for the new unit. I must say that was a shock. Our old one, a Trane, had cost $4,000 but that was 25 years before. 1/2 inside and the other outside split unit. I told him I wanted the whole house air purifier. No problem, he said. To this day I do not know how much this whole house purifier cost us. I said to him that we had bought our old Trane heat pump from them 25 years before and how happy we have been with the unit and the installation of it. Our salesman 25 yrs before came and checked in on the workers every single day and came here a week later to make sure we were happy. We were so very happy!!

So I mentioned that they would be replacing all of the ductwork as well. The man in the uniform told me in uncertain terms that We do not do that. Ok. they sent 2 men in about an hour to install our new unit.   The men told me most installers had been sent home and he and his son are the team that does commercial units. It took a long time. At one point the dad sat in the floor of the hall of my house reading installation instructions a long time. Finally, they finished and told me everything was fine and left. That night my husband mentioned that it was getting colder in the house rather than warmer. When he looked at the thermostat, it was way below sixty degrees so I called them. We paid cash for our unit and it wasn't working. I  told them to either get someone out here or they could come and get their, non-working unit and give me my money back.  They sent Aaron, who was a nice young man, and somehow he got it working. I would love to tell you that all was fine and I am thrilled but it didn't happen that way.

The outdoor condenser unit sounded like a jet plane taking off. Every time it came on, the lights in our home would flicker. Then the unit would grind and make strange noises so we had them come again  Couldn't find anything wrong and left. They sent Aaron and another young man a few days later since it was still sounding like a moose and the lights were still flickering. I had the flu. The boys were here all day. That afternoon I told them I had to go to bed. 102 temp. They said ok, we will lock up when finished. I woke up and there was a receipt for the work with the words that the customer was happy with the results. I kept calling until no one there wanted to talk to me. Our dear salesman never once reached out to us in any form. I left a message to the General Manager one day but he never returned my call. Finally, they sent a man from the Rudd company. They had put it in backward. We are talking weeks here by this time. He said it was now working and all would be fine. No, it wasn't. I guess the unit running for months turned backward messed it up. Finally, in April, they agreed to put in a new condenser. They did and left.

Do you remember that whole house air purifier? The one I do not even know how much it cost? It wasn't making sense to me. My furniture was always covered in dust again every morning. I kept telling my husband that it wasn't working right. I knew it was a good one because the man from the codes department told me that they Fixed you up good! So why was I still coughing and dust everywhere in my house? I will tell you why. They didn't replace the 25 yr old duct work. This unit is more efficient and it continues to blow dirt, dead skin cells, pet dander, mold spores and anything else that was in that ductwork for 25 years. I am stuck with a condenser that is a jet plane. And an air purifier with lamps that are supposed to burn off any kind of dirt and germs. Those bulbs must be replaced every year or two they said. It isn't working because the stuff is in the duct work. It isn't air coming from the basement to run through the air purifier.

We will tell everyone we ever meet that Donelson Air is very good at ripping people off. I never want anyone else to go through what we have. If you are looking for a company to replace your 25 yr old heat pump just keep going right past this name!! If you need an air purifier, I have one that doesn't work for me that you can have. Oh, the salesman that first morning told us this unit will last between 10-12 years.

the Service as good as you get. The service tech was so professional and did great job in extreme heat. He put up with my dogs in the yard.We have done business with them for years and this is our second machine from them.

I've had a couple of techs out to do work and to do some regular service. They've always been friendly, professional, tried to save me a few bucks, and done a good job. Thumbs up.

I do not recommend this company simply they want me to reschedule twice because they are behind. Reschedule one time is tolerable, twice is unforgivable.

Larry Staggs from Donelson Air came to my house today to set up a new HVAC installation, and was very friendly, professional, and knowledgeable.  He truly cares about the quality of the service, that is clear.  He seemed very honest and straightforward about pricing and service. Donelson carries only Lennox brand units, which are much better than the construction-grade models carried by many others around town.  These others may cost a little less, but you are trying your luck as they will not last as long down the road.  Overall, I am very happy with the service. Thanks Larry!

Rude and unorganized! I got a new condenser, but there was no paperwork given to me on the day of installation. I was promised that they would get the paperwork to me the following week so that we could pay. Over a month went by, and no word from them. Finally, Jeff called, rudely asking for payment. When we explained we were waiting on paperwork, it was emailed to us with half of the warranty in writing, but the other half missing. I had called several times asking for the other portion of the warranty, but it was never sent. At one point, it was promised to be mailed rather than sent through email, but that did not happen either. A bill was sent, but not my warranty info. All I needed to provide my payment was my warranty in writing, but the people at Donelson Heating & Air acted like I was stalling on my payment. So, rather than giving me what I deserved as a customer, they sent an email threatening to send me to collections!! I will not be using this company again nor will I recommend it to anyone.

We are very pleased with the expertise and service provided by Donelson Air Service.  We actually used them for plumbing.  Michael was very helpful, honest and efficient.  We ended up not needing a repair after all- grateful for honest communication and not a heavy sell for any other services/products.  We will use again and recommend highly.

So, I called them after hours and they came out the next morning to repair what was wrong with my AC Unit. For that, I loved their efficiency and expedience.
However, a $99 trip charge just to show up?! Steep in my opinion. Then the repair which effectively was an hour to hour and a half labor only charge. Add another $155.....hmm. Well, I have AC now. Then the old tactic of buy our monthly service plan and then you'll pay me until you die! What a racket! Oh by the way, you may need a whole new unit replaced! It is only 6 yrs old. I do not recommend. Small issue but large irritation, never did the technician put on shoe covers coming in and out of our home.

Had technician to house to recharge AC unit. He made up a BS story, tried to tell me my 5 year old evaporator coil had three leaks in it, claimed it was due to inferior builders grade brand, and wanted to replace the evaporator coil, which costs under $400, with an upgraded coil, all for $2200! Warning! Warning! Do not use this company,

Donelson Air came when promised and completed a complete system maintenance. As a Lennox authorized dealer I chose them and have not been disappointed!  
Sarah, our technician yesterday, was very professional and thorough with checking, cleaning and maintaining our system.
Thank you Sarah!

They will try hard to sell or lease you a new system instead of repairing your old one.  I didn't like the pressure and felt they didn't spend the time to fix what we had - a clogged fan motor.  I wouldn't use them again.  The techs were very nice but the prices are too high.

I have been with Service Experts (Donelson Heating and Air) for many years now.  Robert, our technician, was prompt (even came early since we were home!) to do our bi annual maintenance.  He found everything in order.  I was very respectful and prompt.  I like their service!

I received an outrageous quote from Donelson Air Service to replace my HVAC. The sales presentation felt very impersonal. I am happy that I received more quotes and was able to find a new unit for thousands of dollars less. Do your research!

We prepaid for two preventative services, and only used one.  The one that we used, the coils in the unit were not cleaned out which was the reason the house was not cooling well.. Additionally, the tech told us we needed 2 pounds of Freon even though there are no leaks or other problems. We did not take them up on the offer to refill the Freon for a high price. Finally the salesman came over when I was not home and tried to aggressively sell my wife to spend $10,000 on a new system. We were excited to use Donelson air because of poor experience with Hillers but I have the same perception of them as being equally gouging.

Donelson Air just called to book the second service and I let the caller know of our experience.

Here is some Advice, don't let HVAC companies test your freon if you are not having problems cooling. They let freon out when they test it and then tell you it's low.

Tried to sell me a unit on 6/5/17 I didn't need and misdiagnosed the problem with my AC.  Called and spoke to management twice and was not taken seriously. I had someone else look at the unit and replace a part they didn't even mention AC is working great now.
I try to support local business but not in this case. Buyer beware!

I called Donelson Air Service Experts for a heating problem. The tech told me it would be $3000 to repair the unit and sent a comfort advisor over to price a new unit which would be between $7000 and $10,000. I called a competitor for a second opinion . They are unable to come out until Tuesday but the lady on the phone walked me through a quick fix to get me going until then. My temperature has gone from 64 degrees to 68 degrees in just a few minutes. I feel I got ripped off for $100 this morning for that service call. He could have done the same thing and would have had a very happy customer.

Booked online what I thought was free quote on a new unit, but was charge $99 for a diagnostict and turns out the only the sit down with the sales person was free. When you book online it doesn't not say anywhere you'll be charged a diagnostic service fee. Everyone else I got quotes from came out for free. Their estimates were much higher than the others (mostly due to all the extras they try and sell you on). Seems like they are just trying to rip people off to earn your business.

THANK YOU Shanna for your patience and professionalism in processing my service call. After getting zero support from the *** company to repair my lamp post, I was delivered from my frustration with your timely reference to a plumber AND understanding towards a solution.

I look forward to meeting my plumber and getting my lamppost LIT!

One star is too many stars.

This whole company is just simply awful.

Chasen W. First came out to my home, told me he'd charge $2500 to drop my unit down a level. That's a quote I told him to hit the highway on.

Then when we finally got to a some-what reasonable agreement he tried to show me how I was doing math wrong. Thanks sir, I agree have a Degree in Math.

Then his crew arrived early, tore up my house with their sloppy work.
I reached out to the company to allow them to fix, and the Manager TERRY came to my home to look at damage.  Terry had NO people skills and belittled
Me and talked down to me the whole time. Kinda funny his demeanor changed when he walked out to my deck where my father was at. I guess we only talk down to females? What a complete jerk, who by they way doesn't understand you need a block behind a fuse unit. I've attached a pic of my cut siding from this company.

Owner!!!! Please reach out to me. I am not happy. I'm reaching out to the BBB today.

Advice to everyone- LOOK ELSEWHERE, DO NOT USE

It depends who they send!   The first time we called them the guy did some minor work on our heat/air unit and told us what maintenance we could do ourselves.   We really appreciated him not gouging us.  We continued to work with them and even paid to have them install an ultraviolet light in the unit to make sure there wouldnt be any mold or other bacteria since its an old unit.

Then in June of this year we paid to have them check on  our heat/air unit, and the reps who came out said there was no possible way to unclog the dripping line without replacing the unit. They quoted us $15,000 for a new unit to be installed with free checks every year for 15 years.
Then we called Greenway Home Services who came over, cut the pvc, drained and cleaned the line, and patched a new piece of pvc with an access hole for easier future cleanings. $150 plus the fee paid for him to come out.  Thank you Greenway for saving us $13,500.00!

I guess the Donelson rep thought they had us over a barrell - pretending they had no way to clean out a pvc pipe.  Shame on them.   Its not the mgmt - its the guy they send who controls your experience.

In 2010 we paid DAC for a maintenance plan. In early summer of 2011 we started getting calls from Service Experts (who I guess bought Donelson AC during the year after us buying the service package) to schedule the our summer service. We were busy and couldn't schedule right away so we received a barrage of phone calls until we finally said OK to them coming out. Our A/C unit was running just fine until that day. When the technician left we felt pretty good about taking care of our unit properly. But 45 minutes later our UNIT STOPPED WORKING. They sent out another technician that charged us around $175 to fix it. He left and our A/C was working and we were wondering did we just get scammed because we paid DAC and Service Experts wanted to recoup for the work they were doing essentially for free? Nah, surely not, right? 45 minutes after the second technician left our A/C STOPPED WORKING AGAIN! This time they sent out a technician and charged us OVER $300 to fix it. We shelled out that cash that we didn't have and they guy left... We weren't satisfied with the work at all, sure the A/C unit was working again but why are all the wires connected OUTSIDE of the top grate of the UNIT? We were so dissatisfied with Service Experts that we didn't even call them to come and fix the wire issue. So, here we are, March 2011 and we start getting phone calls from Service Experts asking to come and service our A/C. My husband has answered several of these calls and told them that we have no desire to ever work with them again.... he's had to go through this process several times and I'm not sure that we have been removed from their call list yet... funny thing, after the last call our A/C UNIT STOPPED WORKING YET AGAIN! I feel ripped off, scammed and harassed by these so-called service experts

Very frustrated with this company. I had an appointment at 10am. At 10:11, I looked out my front door and noticed a sorry we missed you  note on the door. I called, and they said they had done a drive by and I wasn't home. I was home the entire time waiting for them, but my car is parked in a garage where it isn't visible. They could not come back despite the fact that it was less than 15 minutes after my appointment time. Very poor service.

Unbelievable!  Called and set up an appointment to have my unit serviced due to the fact it wasn't blowing cold air.  The tech came out and spoke with my wife because I was at work.  He said the unit needed 4 pounds of freon.  They charged $511 to fill the tank.  The unit worked great for three days.  Now I'm back at square one.  Call DAC back and they sent another tech out who actually found the issue that the coil needs replacing.  Now they want to charge $2800 for a new coil.  No thanks!  I just want my $511 back.  I talked to the manager, Ricky Hale, who was a complete jerk and had the nerve to ask me why I left my wife at home to deal with the tech.  My response was that I work for a living.  By the way, I did speak to the tech on the phone, he said nothing about the work not having a warranty because there was a leak.  He just said it was low on freon.  Also, I thought there is a law that states you can't just refill freon if you know there is a leak.  I'm looking into that next.  I'll chalk this up as a learning experience.  Had the first guy done his job like the second technician and diagnosed the problem I wouldn't be upset or out the initial $511.  And, DAC would have done the work for me.  However, after dealing with Mr. Hale, I would never recommend or do business with them again.  Also, they did offer a credit to me if they could replace the unit, with one of their overpriced units.  Unbelievable!
Turns out my coil is perfectly fine.  I had a bad weld on my compressor line which allowed the freon to leak out.  Glad I didn't spend the additional $2800.00.  Glad I found an honest business to find the actual issue and correct it.

I called Donelson Air at about 1:30 in the afternoon with an A/C that stopped cooling.  They (Jeff) came out and made needed repairs and had my unit working by 3:00!!!
I've never had that much luck before with any A/C problems!!  Thanks Jeff...and SEMPER FI !!!

I will say that I am quite pleased that someone took the time to read my Yelp review and address it.  I appreciate that tremendously as it is rare that companies take the time to do that.

Poorest service I have received in years, across all industries!  We purchased a new heating unit about 2.5 years ago.  We also pay for the maintenance reviews twice a year and nothing was noted.  1-2 months after the maintenance overview, I heard the motor fan making noise with the inside unit.  Donelson came out and confirmed it was the fan and charged a diagnostic fee (+ hefty fee paid for motor when installed).  We were told by Matt that we would hear something on Monday when the part was ordered.  I called 5 times to get an update and didn't hear back until almost 2 weeks later....ouch!  Matt came two weeks later with a fan to install.  He told me that they tried 12 different ones by rolling them on the ground to see if it was warped, until they finally found one that wasn't warped.  Well, try again...this one is warped!  Within a day of installation, I heard the fan again.  Talked with Matt and was told they would come back out on Saturday with a new fan.  Today is Saturday and no Matt, no fan.  Why am I shocked at this point?  Do yourself a favor and go with a local-based company that is better managed.  This is a mess.

The COO called me after I left an email and Yelp review. We talked and he made the situation right.

They are OK when they show up. Waited 4 1/2 hours today for a scheduled appointment for maintenance. Irony was the appointment was in response to a postcard with the heading We'd like to honor our agreement. The agreement was a paid Maintenance Agreement. First appointment was for 10 a.m until noon. Shortly before noon, I received an email saying they were running behind. That's understandable. I called and they rescheduled for noon until 2 p.m. At 2:30 I had heard nothing so I called again. The woman on the phone could have cared less and rudely stated, I'll void the appointment. So much for honoring the agreement.

Techs are always polite and courteous for my service plan visits. After some plumbing challenges, it turned out an internal PVC pipe to the unit got broken. I called for a tech and they had someone out in hours. Unfortunately, he wasn't able to repair the damage but was very honest as to why he couldn't, the fix would require drilling concrete and that was out of his expertise. He explained everything and with my permission also installed some UV lfilters to prevent mold growth. Despite a stressful time, I was very pleased.

My 87 year old mother used Donelson Air for years using their maintenance program.  They came out recently and told her the unit was badly rusted and it would cost $3000 to fix and she should probably just buy a new unit for $9000.  Besides charging double they apparently didn't bother to take care of the rust issue years ago when they could have and instead saw an opportunity to rip off an elderly lady even though she's been a long term customer.  I had her call Engineered Comfort Systems and they fixed the issue for half the cost and gave her a quote for a new unit for again, half the cost Donelson Air gave.  This is just absolutely pathetic.  Do not do business with this disgusting company. I gave one star only because zero wasn't an option.

Their prices are much higher than other local companies. I called them for a Saturday service. They responded promptly and the technician was friendly. However I was shocked when I heard about the fees to repair my AC. I would not get them if I knew the charges beforehand but the technician was already there. I will not call them anymore.

We had them do a crawlspace encapsulation for us. They charged us $30,000 which seems outrageous but would be fine if it did what it was supposed to. Instead every piece of equipment down there at one point or another has failed. We had a home inspection done a month ago and they found advanced mold growth. This after them promising we would never have any issues. They said they even put some light down there that kills mold. I'm pretty sure we were had. And now when we are asking them to fix the problem they wont.

Donelson Heating & Air had a Systems Expert  come out to my house very quickly after I called to request pricing on a new unit. The salesperson who came out was very professional and polite but the key word in this statement is salesperson. I knew my unit needed replacing because it was 23 years old and another company had already been out to look it over. The other company gave me two options to either try replacing the capacitor or look at new units. I opted for them to replace the capacitor for $300 instead of replacing for 4K. The new capacitor got it up and running for less than 24 hours so knew I had to go with new unit so I decided to get another quote on a new unit, hence calling Donelson Heating & Air.  The salesperson opened the small door to my crawl space for a matter of 5 secs and told me I needed all of my ductwork replaced. May I also state it was 9pm at night and he only held a flashlight under there. They gave me a quote of around $12K to replace the unit and ductwork and $8K for the unit only. Also, after giving that quote and I gasped, he said well, let me see, maybe I can do better and dropped it to 11K. The whole process felt like dealing with a haggling car salesman. Also, they did not provide any options on the brand of unit, only one. Also, it was it was going to be 5 days before they could do the install, or they could maybe work me in the day after they came by, which again felt like a pressure sales thing.  I went back to the original company the following morning, they came out that day and installed a new unit and thermostat for 4K, crawled under the house, inspected the ductwork and said it was fine. That was yesterday. Today I am sitting in my comfortably cool house and very happy. All that to say, I would not trust Donelson Heating & Air. They are way overpriced, in my opinion, and were not thorough in their inspection of the ductwork before insisting it needed replacing. If you are considering this company, definitely get other quotes.

I made an appointment with them and they never showed up. They never called to explain why they didn't show up. I called the next day and they said that it was a computer error. Thankfully for me I'm already a stay at home parent so I wasn't out money from taking off of work, but it was an inconvenience to sit at home all day waiting. I'm definitely looking for another company. I'm actually kind of glad they didn't show up after reading the reviews on other review sites.

I have used Service Experts a few times. My problem with them is not the actual service they give you, but the harrasing phone calls i get from them. If i am not around my phone, i will have 5-8 missed calls a day from them. When i do answer i will tell them to stop calling me. But then an hour later i get another call. Yesterday they called me 4 times in 3 hours and each time i talked to them and told them to leave me alone and to never call again. They called me again today. So i called back and asked for a manager, which there was not one present. If i had a problem with a unit then i would have called these guys before. Now i will never do business with them again EVER! Obviously they have a out of house calling system which is someone sitting in front of their tv because you can always hear it. For actual service i give them a 4 for customer service i give them a -10. Dont let this place have your phone number....!

We have been customers of Donaldson Heating and Air for over a year. We signed up with their PM plan so our units get serviced twice a year. They are very good about calling you to remind that it is service time so you can schedule or postpone as fits your schedule. They show up when scheduled and complete the service in a timely manner. We have not experienced another emergency since they assumed the PM of our units. Highly recommend. Very courteous service personnel.

Came out and misdiagnosed, said it was compressor and very expensive repair.  Went straight to you need a new unit...10-15k, 3 ton.  Got another outfit out, fixed it for $395, new fan motor, works great now.  Not to be trusted...shady operators at best.

We needed the furnace in our newly purchased home maintained and set up a service agreement with Donelson Air.  The cost was very reasonable and the technician was polite, professional, and knowledgeable.

This Company is one of the most fraudulent restoration companies Ive ever used. After half completing a job and over charging my insurance they tried to force me to use them to complete the restoration work on my place. Once I denied their over priced offer, they sent me a bill for incomplete work claiming I owed them an additional 1000.00. I would highly advise anyone who can to avoid using their services. Please price check them as well.

Called and the lady on the phone was so nice and helpful.  The service technician called a few hours later but I called at 7am on Father's Day a Sunday. Tommy came out and determined the issue and attempted to have a temporary fix however it didn't last but he tried.  He recommended a maintenance plan and I opted in since I didn't want the new fan, motor, etc. to break
again.  He gave me a window of when he could return on Monday and he stuck to the time.  He and another
Technician fixed our AC unit and cleaned the AC unit. If you are a customer of theirs you get a discounted service call rate, it you have any future issues. Very satisfied, thank you.

On November 11, 2014  my 3 heating/cooling units received their  fall maintenance.  On completing his work the technician proceeded to inform us that we had a serious mold problem in one unit and needed to install a special light system (at $1300 ) in the unit and that this special light would correct the problem.  He also informed us that another customer with the same problem had just purchased  these special lights for all their units and were very pleased with the results. He informed us that it was just a question of time before our other two units would also be infiltrated with moldl   We were not convinced that we had a problem and consulted with a very experienced HVAC engineer. He informed us that t there was no evidence of mold in the unit and no need to install these lights.  He did add that these lights did prevent the growth of mold, however, there is a serious catch.  A single light ($1300) will only prevent mold on the side of the coil it is shinning on and that two or three lights would be required to prevent mold on all sides of the coil. Also the lights may burn out within a year or so.

I am of the opinion that this technician was poorly trained and seriously overstepped his boundaries by attempting to pressure us into purchasing this light.  I am now dubious as to the quality of his work/inspection of my units and would not want this technician  to perform services in my home again.  I should add that in the 12 years we have used Donelson Air Conditioning we never had a technician that did this sort of thing.and that we did not trust.  I will be exploring the Nashville area for another provider of HVAC maintenance service for my home and will discontinue using Donelson Air Conditioning.

What an amazing person/realtor. We were considering moving to Nashville. Not only did Brian show us some great properties, but he also showed us some great restaurants and directed us to some great nightlife venues. We didn't buy/move to Nashville, but would HIGHLY recommend Brian to anyone considering a move to the Nashville  area.

Unbelievably fabulous and reasonable! I am a handicapped 73 year old woman, a perfect target for unscrupulous service people, so after comparing prices for cleaning and maintenance and settling on the lowest by far, it was only the next day that they could arrive. The appearance of Nathan with his winning smile, hand ready to shake and introduce himself was such a relief and a comfort. He explained every step of the way, changed out filters and worked for two hours to make sure the temperature came down and all was working, and while I was soaking hot inside the home, he looked like he had just appeared for work. Nathan was a true gentleman, he set the bar for every serviceman to follow, so congratulations Donelson for not only hiring good people but for training them the old fashioned way, I am beyond impressed and wish I had known about you sooner.

I cannot say enough about how wonderful my experience was with this company. They are responsive and efficient plus cost effective. I called at 9:00 pm when my air conditioning went out and someone was here by 9:45 pm. I had called several other places and was told that no one could come out until 4 days later. My air was fixed within 30 minutes. The technician was personable and extremely efficient. I would recommend them to everyone!

I spent over $9000 on a new heat/ac unit with Donelson.  I was impressed by their professionalism initially, but  Immediately I found that the duct work where they attached the unit to our home was not completely attached to the building (excessive amount of caulk was used and did not completely seal the duct to the brick work) and that the ducting was pooling water on top which ended up being a home inspection finding.  Multiple calls and promises from Donelson that it would be fixed, but no action.  To me it seems like they should be more prompt in handling an installation issue after install versus letting me wait weeks because they are really busy.

In the course of several years we've bought seven different complete HVAC systems in five different states. The installation crew at Donelson Air is the best installation we've ever had. The techs were polite and meticulous. They installed new lines and circuit boxes even though it wasn't in the deal to do so. Everything was perfectly, tightly patched up and sealed. I'd told them I was concerned about breaking lower magnolia-tree branches when moving the unit, and they carefully tied back the branches with straps so they would not harm them. The next day, when we wondered out loud to them about the noise of a condenser, a senior tech was brought out to troubleshoot, and he ordered a special blanket for the compressor. I do need to say that these guys' estimate came in $1400 above a competitor's bid (this included two units)....but they immediately met the price once I shared the information with them. And I'm glad I did. Very glad. These guys are true pros.

Be very cautious when trusting Donelson Air Service Experts! We have had some very questionable (and seemingly dishonest) service that has resulted in thousands of dollars in repairs. We bought a maintenance package where our combination unit would be serviced in the spring for the AC, and in the fall for the heat. Since we have an older unit, we were hoping that this maintenance service would allow us to get many more years out of it. When they came out this spring to service the AC, they reported that there was a coolant leak, and that they also noticed a hole in the heat exchanger. When we contacted our home warranty company, they sent out their own local contractor to take a look and verify the work that needed to be done. He reported finding NO coolant leak, and commented that the hole in the heat exchanger looked suspiciously ROUND for a hole that supposedly formed on its own. He showed it to me, and it looked like a perfectly-round, dime-sized hole! Not at all jagged like something that would normally form from a pocket of rust. He even asked if it had been Service Experts who had done the maintenance call, and said he'd had this kind of experience with them before! Needless to say, we had to have the heat exchanger replaced, and chose to do it over the summer so we wouldn't have to deal with it once cooler weather set in. And we never had a problem with our AC cooling our house very nicely over the summer, implying that there really was no coolant leak. Now just yesterday we had Service Experts come out to service the heater for the fall to complete our year's contract. After an hour out there, the guy came in and asked me if our AC cooled the house alright, because he saw a note that we had had a coolant leak that hadn't been resolved. I just answered that yes, it cooled very nicely; that we had never had any problems. (He could see that the thermostat was currently holding at 72 degrees in 87 degree weather.) After he left, around 7:00 p.m., I noticed that the thermostat kept climbing, reaching and holding steady at 78 degrees, even after midnight! It has continued to hold at 76 degrees at 7:00 a.m. this morning, even though it's a chill 66 outside! Unbelievable. I don't know what he did out there, but our once-working AC is now broken.

Called late afternoon on Thursday panicking because it was 98 degrees outside and inside my house. Tom the service tech was at my house early morning on Friday and my air conditioning was back up and running in a matter of hours. Extremely easy to work with. Very accommodating. Excellent work

Nathan at service experts was very courteous and did a great job servicing my
a/c unit. Ty Nathan!!

I'll start this by saying that the two HVAC techs who came out to our house were very kind and seemingly professional. However, they came to tune up a working AC unit, and when they were done, it no longer worked. I will not bore you with the details, but this company refused to do anything other than give us a 10 percent discount off of an inflated price. They claimed that it would cost us $7,500 for a new unit for our tiny two-bedroom house. The person they put on the phone was a salesman and wasted 30 minutes of my husband's time trying to sell him overpriced units we were clearly not buying. Overall, this experience was terrible, and I feel completely taken advantage of. I only wish that I could go back in time and not call them at all. I would have been better off with a slightly dirty but functioning AC unit.

Cost us over $2000 and a year later, another repair company came out and I learned that the scammed us, did everything wrong. We called another company to see who was right. Took us $4000 total from the day we called Donelson Air to get everything right. Then to add insult to injury, they put us on an obnoxious call list and tried to advertise to us relentlessly for almost a year, despite our filed complaints with management and requests to be off the call list.

I scheduled an appointment to get an estimate on a new AC for a specific date from 4-6pm and for my second choice put 6-8pm.  I never got an e-mail confirmation, so I call the company at 4pm asking if they were definitely coming.  The employee assured me a technician was already assigned to my case and would definitely be here.  I asked twice if there was any way she could give me a time frame so I didn't waste the whole evening.  Finally at 7:30 I called and after waiting on hold for over 10 minutes they connect me to a technician who said he couldn't hear the lady who told him my name and asked when a good time to come would be (ummm almost 4 hours ago when it was scheduled).  Very very poor customer service.  Would NOT recommend.

Their advantage service plans are nothing more than a complete and total SCAM. I'm not sure how this company has been able to get away with this but consider yourself warned and save yourself the legal fees. They are completely shameful and will rob you completely. DO NOT USE THEM!!

Living in Nashville all my life, I knew we were capable of some brutal summers.  Called DAC on Monday, my neoprene thermostat reading was 80 degrees!!!  HELP
Spoke to costumer rep Tasha... She was very pleasant, polite and HELPFUL!!  Found me right away in DAC's system,(previous customer).  She scheduled me an appointment for that same evening.  No specific time given, but I was OK with that considering I could sleep tonight at 70 degrees!!  8:23pm Jeff calls.. He's on his way.. Literally at my door in less than 10 minutes!!
He determined the correct age of my system..11 years old with a leak!  Could repair,but expects it to have future problems!!.. Solution new HVAC! But in the mean time I am COOLIN' & calling DAC to discuss that new HVAC!! Thank you Tasha & Jeff!!
R.Butler

I would give them negative stars if I could.  My heater stopped in the middle of the night. The tech they sent out looked at it and told me it was very bad. He'd need to replace wires and a couple of parts and that might not fix it. I asked for an estimate of that. He went to his truck and came back without a written estimate and told me it would be $600.  Then proceeded to tell me that my unit was 10 years old and I should really consider just replacing it.  I declined the repair telling the tech I needed to research my options before deciding. I called a co-worker to ask for advice and was told the tech was crazy. (I had sent him a photo of the damage in the unit) My co-worker came to the house to look at the heater. Are you ready for this?  $30 dollars in parts and 30 minutes and it was fixed.  Yes, $30.  The tech from Donelson Air Service Experts was going to charge me $600. And he was going to replace a part that didn't need to be replaced.  I called the office to speak to a manager.  The lady on the phone insisted on getting my information before locating a manager for me so I complied. Of course when we were done the manager was conveniently not availalble. Nor did he return my call.  The only recourse is to share my story and make sure others are informed about the lack of expert service.   Always get a second opinion.  I've heard many horror stories similar to mine since yesterday.  They need to change their name. They are not experts at service,

Exactly 2 days after having my air conditioners cleaned, freon put in and inspected during our annual contract w/Donnelson, one quit working.  I called and a different guy came out.  He advised us that one unit was dirty, had no freon, and the compressor was no longer working. The cost for a new unit will be $5000 to $7000.  I told him about the annual check up. Our information not yet been posted to our account so current info was not available.  I showed him our receipt.  He called his supervisor. Supervisor could not apologize more.  Never had this happen before, blah blah blah.  Said he put in freon but really thought that by the end of summer we would need to have our unit replaced.  SURPRIZE, less than 1 month later, no air.  Called a different company.  I did not give any history. Both units were again inspected and said that it looked like dirty freon was put in one and the valves on the compresser popped.  Really?  A new compressor, labor $1,200.  No new unit needed.  BEWARE!!  Donnelson was and is more interested in selling than maintenance.  Much more money involved!  Oh, I called to get my money back for the annual service that was botched....still no return call!