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Business Profile

Heating and Air Conditioning

Monarch Home Services

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Heating and Air Conditioning.

Reviews

This profile includes reviews for Monarch Home Services's headquarters and its corporate-owned locations. To view all corporate locations, see

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Monarch Home Services has 5 locations, listed below.

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    Customer Review Ratings

    2.56

    Average of 59 Customer Reviews

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    Review Details

    • Dan C

      Date: 08/01/2023

      Had a technician come out for routine service of HVAC unit we bought from them 4 years ago. Quoted $89 inspection fee. Only issue was AC wasn’t as cold as should be. He spent one hour here & replaced the capacitor for $479. I was preoccupied & didn’t review the invoice until later. No breakdown of parts & labor. Very vague. I’ve called 4 times and left messages for technician manager to call me and explain. No response!!!!! Very shady business practice. Beware of overpricing with this company.
      Poor, poor, customer service!!!

    • Debi F

      Date: 07/27/2023

      We first engaged with Smart 72 in August 2022. We have a split AC system that stopped working & they indicated that we had a fried mother board that needed replacing. The technician ordered 2 parts & came back a month later to install the mother board & run a test. It turned out that the technician had installed the mother board incorrectly & it caused the system to arch (smoking & could have caused a fire if my son had not noticed it in time!), Through a continued series of scheduling appointments & canceling due to COVID & a myriad of other excuses it is now July 2023, we still do not have our AC system working. We have paid out $3,800.00 to this company & yet to receive the parts that we have paid for & not received! We had a promise from the general manager & he said they would make it all right for us and that we would not have to pay another dime! Then they closed their Sonoma County location! I’ve continued to call the parent company whereby the answering service has sent numerous urgent messages to management to try to get a resolution! Shame on you Smart 72! Promises, Promises! You have failed us! I feel that we have been extremely patient but will seek legal action next!

    • Tim M

      Date: 07/24/2023

      Purchased a 5 ton and have had nothing but problems, come to find out there technicians put the incorrect fuses in our unit during installation. Yhey have been to our house at least 12-15 times since installation not being able to correct the same issue of our unit is running but no air flow. How does a company like this continue to exist? Please do not use this company.

    • Patrick C

      Date: 07/07/2023

      A SMART72 technician came out to my house on 6/13 and claimed my tankless water heater, which he said was from 2005, needed to be replaced. After he left, I looked up the serial number on the manufacturer's site and found out that my unit was actually manufactured in 2020. The replacement unit was going to be significantly less expensive than the price he quoted me; it looked like they were charging about $5,000 for labor to replace the unit.
      I called to cancel the order within 24 hours. Both the SMART72 representative and the technician assured me that I would be fully refunded and that my order would be cancelled by 6/14. However, by 7/3, I noticed that the charge had already gone through on my credit card statement.
      I called all of their listed office numbers and even had Home Depot call them directly. They insisted that my order was being cancelled and assured me that the "main office" would get back to me. Today is 7/7 and despite my multiple attempts to communicate—requesting a copy of the agreement, emailing them, using the website chat, and calling several times—they have not sent any written communication from the "main office".

      Monarch Home Services

      Date: 07/12/2023

      Mr. ****, thank you for contacting us. As we are sure you are aware, the payment was not processed by smart72. The transaction was run thru The Home Depot. We have contacted our representative at HDC and they assured us your refund has been processed. If you have any other questions please do not hesitate to contact our office.

    • Jen B

      Date: 04/28/2023

      They deserve zero stars. They came out last year to fix an issue with our heater and tried to scare us into buying two new hvac systems and replacing all our duct work with a quote around $65k. They claimed our duct work was trash and our ac was too old (it is 35 yrs old to be fair) and our furnace was possibly putting out co2. Then they gave us a few “cheaper” options with the lowest being $36k *if* we commit to them starting the very next day, to replace the two hvac systems and “put a band aid on the duct work that needs to be replaced.” Our systems both worked fine once they fixed the original small issue with our furnace so we clearly weren’t going to use them even if we did replace anything down the line. We have just finished replacing both systems for much less with a much better company and our duct work was absolutely fine during the test for the systems. Monarch literally made up fake issues and removed parts of the duct work to take pictures and show us how “bad” it is. And lied that the furnace was unsafe which two other companies confirmed there was no co2 detection. They are an awful company.

    • John S.

      Date: 02/27/2023

      SMART72 illegally billed my Citibank account for $3500 for services never requested or performed. Upon investigating, CITIBANK reversed the demand and returned the $3500 requested by SMART72.
      My addressed letters to the SMART72 office address in San Luis Obispo they gave to me were returned by the post office as "not at this address." Four phone calls I made to SMART72 were never returned. SMART72 is unfortunately associated with Costco. Why Costco would recommend SMART72 is beyond my understanding. Their representative who came to my building specially said that my furnace could not be repaired, but needed to be replaced. As it turned out the furnace was repaired by a more reliable company for $600 and it is working well as I write this indictment.
      Warning: If you are thinking about using a company for your furnace, please read my account of working with this company in the above paragraph.
      Dr. J*** **********
      San Luis Obispo, CA

      Monarch Home Services

      Date: 02/28/2023

      Customer was provided a restocking fee of 15% of the project total for not cancelling the project within the allowable window. Project total was $3500 and customer owes $525 for the equipment purchased and returned as well as the permit application that was submitted.

      John S.

      Date: 03/28/2023

      SMART72 Response is inaccurate.On Nov. 14, 2022 I mailed the cancellation notification to the address given on SMART72’S one-page 'cancellation form.' It was the first business day out of six allowed for cancellation. To ensure that my evidence
      qualified me for SMART72’s cancellation, I mailed the letter using a U S Postal Service CERTIFIED MAIL RECEIPT option that would allow me to have guaranteed date-specific information on when the cancellation was mailed and that it was received by the SMART72 entity specifically identified in the ‘cancellation form.’
      Two months later the CERTIFIED MAIL RECEIPT was returned to me never opened. USPS’s notification was “Return to Sender / Unclaimed / Unable to Forward. As a result, I was wrongly billed for $3,500. Home Depot in San Luis Obispo gave me a “SMART72 Emergency Line (844-700-7272),” yet the first three calls I made resulted in being told that the operators assured me that they could do nothing, but that someone would call from SMART72 as a result of my phone contacts. No one called.
      I took my case to Citibank, which had initially billed me for the $3500. I made my case and they reversed the entire $3500.

    • Mary H.

      Date: 12/01/2022

      I called Monarch Home HVAC Services for quotes in replacing my 3-ton A/C unit. Bryce came and showed us a couple of prices they had for a replacement. There were 3. We chose the one for $15,plus. So, he left and we tried calling him back. But no answer. I called the company and for 2 days they kept saying he was on his way. Finally, they sent out Chris. He showed us the one for $21,000. I explained to him that Bryce had showed us one for $15,000+. He said they do not have one for $15,000. With nothing to compare it with, we said o.k. On the 2nd day I started to call around. This company charged me $21,000 for a 3 ton unit on a residential home. I signed the papers on the 28th of Nov and they were on my roof on the 29th of Nov, two days later. They didn't give me the 3 days to decide if I wanted to go on with this order. I called my personal contractor and was told that $21,000 was way too much of a price for a 3 ton unit a a residential property. I called another HVAC company and they also agreed on the high price I was quoted. When I called to stop the installation they threw a $5,000 restocking fee along with wages at me. I asked them to tell me where in my contract does it cover these charges. They said they would have a Manager call me. As of today I have not had a call back. I called City and there was no record of Monarch pulling a work permit for my address. So I didn't know what to do, so I spoke to other contractors and a friend attorney and they said to file a complaint with the State Contractors. In the meantime they continued with the installation. Their installation was illegal since they did not pull a work permit with the City to go forward with the installation.

    • Trina O

      Date: 11/23/2022

      I would never recommend this company to anyone. 7/22 My husband and I purchased a new unit for our rental from the beginning this unit has been a headache. It began with no cool air blowing into the home, it took a couple of service calls until someone figure it out.
      Now 10/22 to present this unit is not blowing not heat. I have been calling multiple times and every call I get is an excuse. “ We are sorry and working on a solution.” I have elderly people in our rental. My husband and I have provide heaters, fire logs and fire wood for temporary heat.
      As landlords we have been calling and demanding for this company to fix this unit, till this day nothing has been resolved.
      I have spoke to Manger Mark complaining how cold its been for my renters and how its my responsibility as a landlord to take care of their needs of the home, but he just give me the same excuse. I told him, “if anyone gets sued its not going to me put that on your recorded line!”
      “Unsatisfied Customer”

    • Frankie R

      Date: 11/02/2022

      Character limit isn't enough to fit all complaints. Its funny though that all their 5 star reviews are less than a sentence long. Had them install our HVAC system a few months go by without issue then it quit working had one of their techs come out and look it through their coverage plan, Told us the motor that was installed to our unit was incorrect and that it would cost several thousand to replace. When I told the tech they were the ones that installed the correct motor and then immediately began to back pedal "ohh well we don't keep records on that" REALLY a company that services HVAC equipment doesn't keep RECORDS. Had to fight with them to get it fixed and still tried to get us to sign up for different services. Middle of summer air went out and gave us on some part only to tell us after almost a week of waiting that "its not made anymore". The tech that they sent out to replace it didn't know what they were doing and even asked my mother if she knew what spare wires were used for while he was installing the unit. Avoid go with anyone else.

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