Gray Heating & Air Conditioning

My water heater went out the Sunday before Christmas. I called that day--to avoid paying higher charges, I waited until the next day to get the water heater fixed. Grays came that afternoon and said that could fix it but it would cost nearly $2500 dollars if I got a 9 year warranty; it would be less if I got a 6 year warranty (only $100 difference on the heaters, but Carlos charged me nearly $200 for the difference in warranty). I expected closer to $1500 or so, so this was a shock. I asked if they did payments plans and he said they did not (despite the fact that their website says they offer financing). I needed to pay half up front so Carlos could buy materials at Home Depot. I asked if they inflated the prices of the materials on my invoice. He said no.They got the work done in less than 3 hours. I was charged $725 for labor. I was told it was a standard installation with no issues. Carlos mentioned they did it on a permit and he would have to add a pan below the heater to bring my unit up to code--that was the only mention of meeting the code.There was no work done outside.When they were finished, I noticed muddy water in the water closet where the heater is--I asked Carlos if I just wiped that up. He said oh yeah, sorry about that, and did not offer to clean it up. There were muddy fingerprints on my front door. They left my hose and a bowl Id used to collect dripping water in my front yard instead of asking where I wanted them.After they left, I looked up the price of my water heater and other materials. I called the next day to ask Carlos if he was sure I was charged correctly. I believe I was overcharged. He kept saying oh I had to buy the water heater (it was $619 at Home Depot; that and the other materials, along with the permit, he purchased didnt even hit $1000), were a reputable company, it was a standard installation, etcetera. I asked about the inspection and he told me he would call me back but never did, and when I called after the holiday, they were closed--the answering service told me that.Reyna called me back and said shed check on the inspection and call me back that day. She didnt and no one else did either. When I called later that day I was told (again by the answering service) that they were closed. I called again the next week and was told (again by the answering service) that they were closed. Reyna called me back again and I expressed my frustration with the whole experience. She apologized and promised to set up the inspection on Thursday (for Friday) and look into what I was charged to see if she could do anything to help with the cost.She did set up the inspection, and Carlos insisted on being there so I couldnt speak directly with the inspector. He also brought a form that he said they told him to give me and that would give me discounted services for a year on the water heater. He claimed they would drain my water heater for free.I called January to speak to Reyna to ask if shed looked at my paperwork and the charges. She said Carlos gave you the form for free service due to the inconvenience of setting up the inspection. I corrected her, saying he told me he gave it to me because he was instructed to do so. She put me on hold, then passed me off to Carlos. I said I didnt want to talk to him because he hadnt been helpful. He insisted he told me the paper was because of the inconvenience. He did not tell me that, and I told him so, but he kept claiming thats what he explained to me.At that point I requested an itemized receipt for the nearly $1600 that was parts and permit as I dont believe the cost was accurate. His response was well see what we can do which made no sense to me and made it clear that he had overcharged me. I still have not received an itemized receipt.Do not waste your money on this company. I have used them for years, and to be treated like this is extraordinarily disappointing.

This company takes advantage of elderly people they installed a 2 ton unit on a 2000 square ft house that requires a 4 ton unit . Yet they charged my parents for a 4ton unit well now the compressor is out and they want $4000 dollars to replace the compressor we went ahead and hired a different company to install a 4ton unit at a very reasonable price . Shame on you people hope you get what you deserve. Please dont do business with these people .

The temp was 105° degrees!!!! They helped me the next day!!..and fixed the problem the same day.;: Thank you.!!The tech,Joshua fixed it in about hour and also recommended other maintenance services to avoid any future problems. My pets and I Thank You!!!Support local Businesses!

I called on a Friday to make an appointment for the following Thursday. I was told they had an appt in the morning. They even sent a tech out on Tuesday to look at the job. I told the tech we had a part on order and should come in that day. I called again Tuesday after the part came in to confirm and ask if they had any cancellations Wednesday if they can fit us in. Thursday comes and mid-morning I call to get a window of when they might come. THEY SAID THEY DONT HAVE THE APPOINTMENT!!!! WHAT?!! After multiple calls to confirm and them sending a tech out to look at the job. Really guys thats unprofessional! Even if you make an appt it may not happen.

Heater installed by Gray some years ago was blowing fuses at the point the blower would try and start. I Called Gray for a Tech to come out, was scheduled for sometime between 1 and 5 pm the next day. The Tech arrived at the house right around 5 pm. I asked if he had been briefed on the problem as I had given the information to the lady that scheduled the service. He stated that he had not been briefed. I explained the problem , and he opened the unit up. There was no fuse in the unit because I had removed it after it blew. He dug through his bag, then stated he did not have the fuse needed. He offered to modify the wiring and put in a different style of fuse. I told him I did not want it modified. He said he would have to return the next day with the right fuse and that he would bring extra fuses. We agreed on any time after 9 am. At about 12:30 pm I called and informed the lady that answered that we would be out of the house until 2 pm. She said she would call the Tech and let him know we wold not be here until after 2 pm. We returned and waited, the Tech never showed. The next day was Thanksgiving, so we waited until Friday to call and see why they were a no-show. I was informed that they were closed until Monday, and if they send a Tech I would be charge for an emergency call. I explained to the lady, what had transpired earlier in the week. She stated she would call the Tech and have him call us. To date we have not heard from Gray. Our problem has been solved by another company. We will never call Gray for anything in the future. They have proven to be totally unreliable.

I had used Gray to service my heating and cooling for the past twenty five years. About two years ago I installed a new package unit. I knew the tech and the installation went well. Two months later Sonya called and said I needed to pay a fine as the city inspector wasn’t able to inspect the work. The inspection is the responsibility of the contractor not the customer . I thought that was very odd but I made a appointment for the inspection although declined to pay the fine. In March I called to have my rear unit serviced as the fan was running constantly . They sent a tech, he replaced a thermostat (a year old ) which was working fine and some internal switch and charged me 275.00 and told me l had a month guarantee. He had to come and correct something a few days later as the unit would no longer turn on. He corrected it and left. When it started to warm up, I turned on the unit and the fan ran continually . I went on line and read that tree branches over the unit have to be two feet away from the unit for it to be able to perform properly. The tree was pruned, the unit was cleaned inside and now runs perfectly. I will longer use this company.

They were hired to turn on/prep our A/C for the summer in April. Today we found out they left the damper installed, glued the drip pipe where the holes face up instead of down, secured the water inlet with a bread tie, and they purposefully dislodged the AC unit from the base so all the air is literally going outside. The AC is basically not physically connected to the roof duct/base anymore when it was before. Conveniently they tried to force my girlfriend and her elderly mother to purchase an 18000$ refrigerated unit after breaking the current evaporative unit on purpose.This company scams people, especially when there are only women at the residence, and they purposefully destroy property so you end up having to purchase a new unit or upgrade.What they dont know is I have family at the One Stop Shop and in the city. We will be getting with the ombudsman, tdlr, and suing. This company needs its license revoked for illegal/deceptive practices and property damage.

I had an annual tune up performed on my two Carrier units on May 6th. This is my first time using Gray. We did have some mix up on the appointment time. I would suggest that if you plan on having the technicians show up no matter what you confirm with the office to send the technician regardless of a confirmation call. I have to say other then this relatively small issue our service was fantastic. I have had regular tune up services performed by other companies on these units since 2008 and while those companies did a fine job I have never had a company technician perform and explain the work done, share some tips, be patient with questions, as well as we did with Andreas from Gray. I was very pleased and plan to use Gray for any further HVAC needs. I appreciate Andreas very much.

Joe was awesome he came to my home and set us up with our heater system. It took less than 30 min. He was kind, polite,thorough followed all Covid 19 regulations. I felt safe! The young lady at the office set us up with an appointment even worked super hard to set us up with a time that worked around my schedule even though she was booked she found me something I could work with. She also offered to place me on a list should someone cancel I would be called and asked if I wanted to take the spot. Very kind group of people the owner Mr. Esparza was very kind as well. Thank you so much for your AWESOME SERVICE!!♡

The company did a very poor job of installation and never called for a final inspection. While trying to pass inspection for a solar installation the inspector wouldnt pass it until Gray gets their inspection finalized. The ownership of Gray has changed and the new owner refuses to honor the work of the old one. I will call TTLR to complain if I dont get a response from Gray today. I have been waiting a week for their call.

8/23/17my AC stopped working sometime during the evening. Did as much as I could before searching for heating and cooling companies. I called grays heating and air conditioning around 8:15 a.m. because of the reviews online. I asked if a tech could come out same day, and they told me someone would be out by noon. The service tech (Benjamin) showed up by 9a.m.! I explained to him what I had already checked, and he immediately found the problem. Awesome and professional service.

Not a good service at all. Charged me extra $130 for a capacitor change during a maintenance which made no difference to anything. I was told to schedule a separate repair visit to put compressor gas as it’s low and the reason AC is not cooling properly. At the end I am out of $312 with the AC still not running.I will never user their service again.

I have been a customer of Gray Heating and Air since 2001. Theyve replaced our cooler twice and furnace in that time period plus two service calls a year. Over that time period theyve been late to theyre appointments many times including this one today. The technicians have had to return more then once for leaks etcetera just days after theyve come out. Im wondering why Im staying with this company and probably should look into switching. Thats on me, thats my fault for being loyal. Keep in mind theres lots of companies here in El Paso.

I am a professional home inspector (TREC #7098), and have fairly extensive knowledge of air conditioning systems and pride myself on my skill and quality of service. Im also a certified thermographer (infrared imaging). This is a long review, so bare with me if you will because it speaks volumes about the high quality service and integrity of Gray Heating and Air Conditioning and provides comparison to another highly rated contractor in town.Last summer I noticed that the refrigerated system on one side of my house was failing to effectively cool, although there was some cool air produced it was functioning properly. I called another local company, Total Aire, and had an evaluation scheduled. The technician was friendly and seemed to try to be helpful and informative, but wasnt knowledgeable or experienced in his trade from my perspective. During evaluation, I did most of the diagnostics using my own thermal imaging equipment and multimeter while he watched, and, when he was doing his own testing, he was not performing proper procedure (which I didnt know at the time). The technician informed me that I needed a new compressor, but that he could charge the system and did so with no effect. I was charged for the visit and the system remained deficient, and since temperatures were dropping we held off on the replacement compressor.This weeks high temperatures again brought about the same problem in the air conditioning, but was even more noticeable. We couldnt get the temperature below 79-80degF during the day, but the system worked well at night. Point of this rant is that my system was functioning in a manner that was difficult to evaluate the exact problem. I called Gray Refrigeration, knowing their good reputation but worried about prices.Manuel arrived within an hour of the time scheduled (with a phone call in advance of the scheduled appointment) and listened to me for a couple minutes to indulge me, and then proceeded to spend the next hour thoroughly educating me, which is not an easy task and was well beyond what I expected regarding his patience and thorough knowledge. He allowed me to watch as he checked every component for proper function, and I was honestly inspired to know that there are still contractors out there with true professsional technicians.Long story short, excellent service, excellent quality of work, and it ended up being no more than a service call fee to fix my system, when I otherwise was about to spend $1500+ on a new compressor. That may come up in the near future, but he got me through this summer without significant expense and went above and beyond to educate me where it was needed. I will be recommending this company to every one of my clients in need of HVAC evaluation, service, repair and installation. A+ service is very rare in this city, thanks for not allowing it do die completely.

This is the review.The plumber shows up to do an install on my water heater. It was already removed and discarded before he arrived by another company. He gave a quote of $1250. (The last company quoted just over $1000 but could not finish the work) I told him I did not want to pay for removal since thats already been done. He said thats the companys price regardless. When I said theres no way thats legal for me to pay for something that you never did, I think you should reconsider. He told me I could call the office. I did while he was standing there and they said they will call him. They did and he came back and told me the same thing $1250.Again I disagree with paying for removal that youre not about to do. Again he says theres nothing he can do but talk to the company. I do, this time getting a supervisor. I told him what was going on. He also says hes going to call the plumber whos standing right in front of me. Again the plumber comes back and says the company says theres nothing they can do.The whole thing is fishy from top to bottom and I told the plumber this. Then call back the so-called supervisor and told him also. Heres the summaryIf the price was standard why did the supervisor have to talk to the plumber and not just tell me the customer?When I call the supervisor back the last time, he says the price is $1300 and change for install and removal. I wasnt being charged for removal. (Even though the plumber said I was at $1250) I asked him, if that was true why didnt your plumber say this at the beginning? (Remember I made two separate calls on that one point alone. Over that one price alone.) Instead of saying that it was $1250 just for the installation. He made it quite clear that that amount was for installation and removal and that he would charge it no matter what. The $1300 quote was never mentioned until I called the supervisor back after asking the plumber to leave and then calling him back to tell him what I thought of their professionalism.Its quite clear to me that either the plumber was lying all along. Or the supervisor was when talking to me. Of course I got the obligatory well he says he told you statement. Which would make no sense that I would make two calls three if you count the final and only heard $1300 once when I complain about your professionalism.I cannot see how this is a reputable business, if this is the way they play ping-pong with the customer. It doesnt matter how many stars they get. You are judged by how you deal with problems. Not accolades

They provided terrible service and absolute no support. They said theyd check my air between 1 and 5 and didnt arrive until 4:45pm. They were working as a provider for HWA so they collected the entire amount HWA allows for service calls even though all they did was say the a/c needed to be fixed. Then they took over two weeks to provide that information to the warranty company. When I would call for the status. They would say Simone would return my call with an answer but no one ever did. Terrible company. Terrible service. Very unprofessional!

I own a home in El Paso, but I currently live in Virginia. This company worked with me even though I am not there. It was a little rough at first. But I had excellent customer service. They also installed the air conditioner and hvac system 2 years ago and it works amazing. People here care about you and want your business and will earn it. Id give 10 stars if I could. Thank you!

I have been using Gray Heating & Air Conditioning for years. The office and field employees are prompt, personable and experienced in their areas of expertise. Whether you need emergency or maintenance help, they are reliable and do the job right without a lot of fanfare. They are solid support upon which you can depend.

ONCE THE tankless water heater was installed and the $3,000.00 paid,Grays lost interest in returning to paint the outside pvc pipes that stuckup on the roof, or the pipes (vent) coming from the Heater.I was also interested in getting (and paying for) an addition to theHeater to speed up the time it takes to get the hot water faster.I was told by GRAY that there WAS the ability to do that.I was also told on 2 separate days that “they were running late” and no oneever turned up. The second time I waited from 11am till after 4pm (when theywere supposed to come)....Finally I called to make sure that they werecoming and told that “one of the men had called in sick” and “they wererunning late but WOULD BE THERE......At 4:30, I called again and they wereclosed. ...In over 20 years of living in Las Cruces, I have NEVER been treatedso disrespectfully.Stay away from GRAY ......they are completely disorganized and have norespect for their customers....especially little old ladies and especially in completingthe job once you’ve paid the money.Daphne Wirthlin696 Mesa Point RoadLas Cruces NM 88011

If I could do 0 stars I would. They lack professionalism from the receptionist to the techs. Tech supervisor was supposed to order a part and return to install and never heard back from him. Would call the office and would not get calls returned. Had to call another company and pay another service call fee.

Professionals all the way. I had an installation here at my home. Everything went perfectly. These guys know there stuff. I fell like a satisfied customer should feel. Thank you Gray!

Very Competent and Professional. Technician identified and resolved problems with our Air Conditioner and got everything back up and running again. Will use again in the future.

Dont use these people! Their reviews speak for themselves! The manager is very rude and technicians never arrive on time. I had to tell the technician to leave because I had already hired someone else. Research the company before you hire them!

Excellent service and knowledge and work done by these professionals. I highly recommend them to anyone who needs their swamp cooler started up or shut down and heater started or shut down. True quality.

They came right away to an estimate, but having to wait 3 weeks to get a unit, and I am a return customer

Converted our home from a swamp cooler to refrigerated air in a little over a day, awesome great, friendly service.

Called them up about a broken split unit and it was fixed a few hours later for a reasonable price. What more can you ask for?

We were very pleased with Chris and Joush , excellent and very professional. I would recommend them to anyone anytime

I always choose them for my heating and cooling needs. They dont overcharge and get the job done efficiently and quickly.

Was wonderful a gentleman would not give up until he could found the problem and then repaired it with a smile. I couldnt be more happy.

DONT REQUEST THEIR SERVICE THEY TELL YOU THEY WILL CALL YOU BACK TO MAKE AN APPOINTMENT THEY NEVER CALL I REQUESTED THEM FROM HOME OWNERS OF AMERICA THEY ALREADY FILED A REPORT BECAUSE THEY DID THAT TO ME 6 TIMES

Very impressed with the service man that provided the service. Informed us of everything he did to the two units.

Cooperative & hardworking salespeople but need some product education & abiliry to think outside the 123,123 box.

Horrible customer service. Not too bright of a team, especially Hector and Mary. No response to calls or emails.

On time, reasonable prices and the man who came was very knowledgeable and nice.

I called at 8:00 AM to get same day service and they told me they would be at my house between 12-5 PM. They called at 12:30 and said they would be there soon. They arrived about 25 minutes later ad got right to work. Within minutes the service technician, Cole, found the problem. He didnt stop there he first repaired some shoddy work left by the installers and then quickly had my AC unit up and running. He took his time to fix it and then do some maintenance to make the system ran better. He was very knowledgeable and professional taking the time to tell me what he was doing and why.THANK YOU Cole and Gray Heating and Air. You have earned a repeat customer for any future work to be done.

Did not seem interested since it was just an evaporate cooler

Also efficient and available as needed

Dependable techs and fast service.