Reviews

Review Details

• Review fromLisa M

  Date: 12/08/2023

  1 star

  Lisa M

  Date: 12/08/2023

  I strong recommend people do not use ASI for any kind of service or maintenance. We had them for tune *** and general maintenance for our air conditioners and gas furnace. They came out to my home for my air conditioner in July 2023 and left a job unfinished and unfortunately the unit leaked and damaged my ceiling. My husband and I called and spoke to a manager *****. He was extremely rude and unprofessional with us and the situation. All he kept asking me who said it was what we did? He refused to take any responsibility of the damage. Before the leak I had a salesman name **** come over and give us a quote on new units. They were astonishing very very high in the quote!! **** even mentioned dont go with a smaller company, because they will not service you like our company.!! We then had 3 other companies come out there quotes were half of what they were going to charge. While one of the companies came over they mentioned what a incorrect way they rigged our air conditioner. ASI service tech made a mistake and now we have a crack and moisture damage to my ceiling. Please do not use this company!!!!
  

  ASI The White Glove Guys

  Date: 12/14/2023

  Thank you for taking the time to write your review. I would like to first address the *** rewards and costs of services As an *** rewards member we did your system maintenance in May. 2 months later you contacted us because your system was not cooling well. Our tech found the system low on charge and because you were a rewards member you were given an appointment in less than 24 *********** topped off your system at no charge to you. Our prices for services and replacements are based on a fair market average of companies our size. Companies advertising out of ****** and ****** and ********** are going to have a lower cost for various reasons. *** used to advertise out of ****** as well. Its a great way to get brand recognition and to build a customer base. NOW, on the return visit in July, the tech had taken a photo of the area where you claim we caused damages. No damage/leak was present in July. **** took photos of your system 3 days later on July 17th also; we can see the condensate line, safety switch and your moisture sensors all connected and functional at that time. When you spoke with our agent in September, (2 months after our last visit to your home) you stated you had another company come out to do a repair to what you claimed our agent left disconnected. ***** asked you to send documentation from the company. We also wanted to send our Quality Control tech out to document the claim at that time. Our tech came out AFTER your system had been replace and found the water damage to be perpendicular to the condensate line and well underneath the catwalk that your furnace sits on. There is no damage present on that catwalk either. With the system now replaced, the photo evidence we have from our visits and our follow up visits after the installation, there is no substantial evidence to support your request for a refund or compensation for the damage claim. If you would like to submit documentation from the other company then we can have a discussion about your claim.

• Review fromJim K

  Date: 10/18/2023

  1 star

  Jim K

  Date: 10/18/2023

  Had this company service our air conditioner/heating system twice - never again! They charged $300 for a filter that could be had online for $100 and after servicing our air conditioner it failed to work the first time we used it. They initially told us they could get to us in a few days but when we protested they got someone out the same day. The tech found the system had no coolant despite being serviced withing a month and after filling the system started quoting hourly rates of $300-plus to troubleshoot the problem, with a typical 3 hour diagnostic time.We switched to a different company, the system has run flawlessly ever since but now we can't get The White Glove Guys to remove us from their mailing list. We've e-mailed then, we've spoken to them on the phone and today ANOTHER marketing e-mail arrived. To make matters worse, this e-mail asks if you want to unsubscribe, then REQUIRES you to accept at least one of a number of marketing messages as a condition. THEY EXPECT YOU TO ACCEPT ONGOING MESSAGING FROM THEM AS A CONDITION TO UNSUBSCRIBE.
  

  ASI The White Glove Guys

  Date: 10/19/2023

  Hello ***, 

  I'm sorry you had a negative experience with us that you did; I would have loved to address and resolve all of this with you back in 2021.  I reviewed the phone call from July 5th and the only issue we had with scheduling was trying to stay with our protocol of having the return on the same technician. Since he was not in your area we were able to get it on with a warranty technician only a few hours after your call to our office. I also reviewed these service visits and found that ************** SUGGESTED a leak may be present and only verbally quoted you on what the possible next step would be.  He topped off the system at no charge to you as a courtesy for the frustrations.  We suggest replacement of systems when age, efficiency or progressive repairs are a factor.  ***** times its cheaper to replace with a newer more efficient system with new longer warranties than to continue to repair piece by piece until parts are no longer available.  All of this was noted as possibilities and suggestions on the invoice from the July 5th visit.    

  I have looked into the unsubscribe issue and I do not see the same thing you are reporting.  However, I have confirmed the removal of your email and mailing address from our marketing database.  There may still be some letters that hit your mailbox for the next month but those too will stop.  

  Thank you for taking the time to express your concerns. 

• Review fromWayne C

  Date: 10/16/2023

  1 star

  Wayne C

  Date: 10/16/2023

  Within the last year or so we had some hvac repair and ceiling insulation installed. We were talked into joining their reward club for $19.95 a month and those funds would be used for future work. Unfortunately I'm currently in a situation where I need those accured funds ($329.20) total. I was never verbally advised that I could not receive my unused funds back.They said it was written somewhere in the contract that they emailed me and that I had signed it. While their work was satisfactory, the way they presented their reward club seemed fraudulent to me. My last conversation with someone named *** was negative, they would not refund me my money.So my recommendation of ASI is to be aware of the white glove guys...they may be also wearing masks.
  

  ASI The White Glove Guys

  Date: 10/18/2023

  Hello *****, 

  Again, I am very sorry to know you are experiencing some financial hardships; I take no pleasure in denying your request..  As we discussed, during a very cordial conversation, the *** rewards club bank is set aside for HVAC or Plumbing replacements.  Up to 100% for a HVAC replacement, or water heater and water treatment installations.  The *** Rewards benefits and the detailed explanation of the ********* are available on our website, they are in every emailed, monthly *** rewards newsletter, and the signed contract agreement with all terms and conditions that was emailed to you when you signed up on July 5th, 2022. Claiming to be unaware of the terms of a signed contract does not void the contract.

  Since that date, you have saved $650 on repairs, $77 on your maintenance visit and had several visits to your home for quoted repairs that were no cost to you.  Your membership has been canceled and you will no longer be charged for the monthly membership moving forward.  If you would like, I can resend the email with your signed Club Membership Agreement from July 5th 2022.  I am very sorry to know you, are going through financial hardships at this time.  I do hope the best for you and your household through what I am sure is a challenging time. 

• Review fromJean S

  Date: 09/21/2023

  2 stars

  Jean S

  Date: 09/21/2023

  ASI charged $4,000 for 50g Bradford ***** heater 6-year warranty Emergency situation with ***** flooding garage. Old lady spent 4 hours hauling buckets of ***** before ASI arrived. (ASI membership includes priority dispatching and installation.) Shocked when told cost to replace was $4,000+. The tech advised lots of requirements since our 20-year old ***** heater died. Installation was done next morning. After chaos, was shocked to find the ***** heater online for $900. ASI stands by their pricing. So posted on local social media to see if my pricing concern was warranted .Postings: The same brand 50g ***** heater was recently purchased locally for $800 plus tax. Free delivery. Posts for recent purchase + installation were between $1,800 - $2,800. One mentioned line replacements were included.ASIs invoice only shows the total price paid no breakdown. Their representative stated: ASI will not reuse the existing gas lines or ***** supply lines, where other companies might and do. This is why we do not offer itemized billing invoices. Another frustration - it took almost 5 months of multiple calls to ASI to get the permit that we paid for. Five months before the inspection required by the city could be done.Our furnace/AC has been serviced every year by ASI for the last 20+ years. Have always been happy with service and their techs are good. So trusted them in a vulnerable situation. Had great installation so no complaints there. But an expensive learning *******
  

  ASI The White Glove Guys

  Date: 09/26/2023

  Hello ****

  Thank you for taking the time to write about your experience with ASI.  

  I want to immediately clarify that the price you paid, $3862.40 is the exact same price your neighbor would have paid if they called us at any time and wanted the work done in 2 days.  We never charge more for emergency, rush or after hours service.

  We came out to your home on the same day you called and as quickly as our scheduled allowed.  We did not charge you for that visit and had you decided to not move forward with our estimate, you would not have been charged at all.  Other companies do not offer that option and charge just for the consultation for repair. 

  As for the price you found online for a similar water heater; That was NOT the same water heater.  I did the search myself, the water heater that comes up as $900 does not meet CA low NOX requirements, it isn't even the same model number.  The cheapest price your would be able to find on line was $2017.74 for the exact same model number and CA compliancy requirements. It could only be purchased by a licensed contractor and is currently on back order.  That item does not include the thermal expansion tank either. 

  Our cost is a fair market value based on companies of our similar size throughout the western US.  If you compare apples to apples with the other big brands in *********, our prices are +/- $100-$200.  Our cost includes materials, labor, warranties, fuel charge, insurance, and of course our reasonable margin to cover salaries.  We do not reuse materials like gas lines, copper water lines, drain pans and earthquake straps, amongst others.  Other companies get away with charging less for various reasons like reusing materials, using sub par equipment, or paying their installers under the table.

  The agent who emailed you the statement above misspoke in his wording.  We don't provide itemized invoices because we are a flat rate contractor.  We don't line item all of the materials, and labor so there is no conversation about removing or reusing existing equipment to save on cost.  It also assures that you and your neighbor pay the same rate for the same job done by ASI regardless of the efficiency, of the team or any work order changes requiring additional materials or time.  

  I'm sorry there was a delay in receiving your permit.  As it was mentioned to you earlier, the city was behind in issuing permits and we defaulted to a permit agency that was able to stay on top of your municipality to issue that permit in as timely a manner as the city was able.

  All that to say, we're sorry to hear you feel as though you were taken advantage of.  We have never marketed ourselves as a low price leader but I can 100% assure you that our price is a fair market price.  There is no price gouging, elder abuse, up charging or anything of the like.  If you would like to see the itemization of your invoice you can contact me directly by phone and I'd be happy to go over that with you.   

• Review fromPaul P

  Date: 08/02/2023

  1 star

  Paul P

  Date: 08/02/2023

  Weve had our central air AC system working for 3 years no problems. One day it just shut off. ********* up and after a couple hours or so, *** says he couldnt get through tech support to fix the problem so he rescheduled to come back long story short, it has been 3 weeks and the problem is still not fixed. Now theyre saying we have to coordinate with SDGE to replace our panel coz our system is not getting enough electricity. First guy that showed up didnt document anything like the other 2 guys who made us sign something. We have a feeling the first guy shorted our board and didnt say squat. Now the thermostat says cant connect but before the guy showed up, it was was connecting. ASI has a really bad BBB rating right now and its causing a ton of concern in our end.
  

  ASI The White Glove Guys

  Date: 08/03/2023

  Hello ****, Thank you for taking the time to write your concern on the BBB. People don't ever come here to say nice things but we address them all the same. I'm sorry you are experiencing a delay in repair of your Daikin Fit Heat pump system. We are doing everything in our capacity to resolve all our customer's issues in a timely manor. In your case, we are also coordinating with the manufacture of your system. It's unfortunate the issue occurred when you need it most; rest assured we will resolve the issue. But these things do take time because of the skill sets required and the availability of those skilled technicians. If it's found that the issue is the result of our workmanship, you have the ASI's workmanship guarantee that we will fix it. As for the comment on coordinating with SDG&E i understand this more of a worst case scenario conversation. The electrician coming out today will be able to make that assessment when he's onsite. We will follow up with him and you after that visit. Please feel free to contact our office directly with your concern ********* has already been speaking with you about this matters and will work with you through to the end. Thank you for your comments. We'll see you today.

• Review fromRichard W

  Date: 07/13/2023

  1 star

  Richard W

  Date: 07/13/2023

  According to their web site, they service all air conditioners. THIS IS NOT TRUE!!!!!!!!!!! They do not service window or wall mounted Air Conditioners. This is false advertising and in the further I will not use this company.
  

  ASI The White Glove Guys

  Date: 07/14/2023

  Hello ****,

  Thank you for taking the time to write your review to inform us of this confusion. 

• Review fromMarsha M

  Date: 05/18/2023

  3 stars

  Marsha M

  Date: 05/18/2023

  Prior to having a furnance installed on Oct. 31, 2022, ASI came out to assess. Part of that involved the attic. It wasn't until ~ April 2023 that I noticed three small protrusions through the guest room's plaster ceiling. I called ASI. Their ******** who came out to assess things on April 20, 2023 said that the three proturions from bolts were caused by the prior ASI person. He said, "We'll paint the whole ceiling for you." He assured me that if needed ASI would paint the whole ceiling. On Monday May 15th, their drywaller came out to fix the damage. He did a phenomenal job plastering the damaged spots. We waited for the plaster to dry, then he was to paint. He asked me if I had paint. I told him I had matte; however, it might blend well enough with the 23-year-old flat paint. He agreed that going to ********** to try to match the old paint would not be likely due to formulaton changes. He tried the matte. It dried o/n. While the matte paint color was perfect, the sheen was far more noticeable than I anticipated. He had said he would be able to come out again if different paint was needed. While he was here, I told him what the earlier ASI guy had said about painting the whole ceiling. He had seemed hesitant, so we had only painted the several patched spots w/ matte. My logic was this: Try the matte paint in spots. If the matte paint blends in, then fine, I have saved ASI the cost of new paint and the time to paint the whole ceiling. If the matte paint does not blend in, then he would simply have to make the trip to **********, to try to match the paint in flat and hope it matches perfectly to do spots---and if it did not match, then he would have to paint the whole ceiling w/ either the new or my old matte paint. I called to follow up, was interrupted, talked over as I treid to finish explaining, then was told their cust.serv. ***** will call me. ASI needs to arrange painting of my ceiling. My long-time house painter says trying to match the paint will fail.
  

  ASI The White Glove Guys

  Date: 05/19/2023

  Thank you for sharing your experience. We take protecting your home very serious and strive to provide a superior customer service Experience.We typically do not do painting, as we are not painters, but when a Homeowner provides paint, we like to assist with touch-up repairs. Painting the entire ceiling is a unique offering. We have a **************** Team Member already reaching out to you on how best to assist. We always appreciate taking care of our Club Members in unique situations and look forward to working with you on this as well.

• Review fromMichael B

  Date: 04/25/2023

  1 star

  Michael B

  Date: 04/25/2023

  It's clear that ASI no longer values customer loyalty... After over 10 years with them today, I canceled the monthly payment service plan after realizing since the prior year's service I was still paying for a second non-working unit that they said no longer qualified for their warranty program after it stopped working... I asked for a refund and a reduction in their monthly service fees... I was informed that the supervisor refused a refund and that there would be no fee reduction because the non-working unit is still present... Since both units were installed at the same time I'm sure when the working unit breaks they will claim that the unit is no longer covered by their warranty... ************ is garbage for taking money until their warranty is actually needed only to cut you loose when it's coming out of their pocket...
  

  ASI The White Glove Guys

  Date: 04/28/2023

  ***,The *** club membership covers all the systems in your home working or not. You called to discontinue payments on the system that no longer works but the benefits still protect that system. If you decide to replace it, then the payments you've made into the *** rewards will go towards the replacement of that system. ANY repair we've done on that non working system in the last 10 years was covered by the extended warranty. We've done some growing and have a lot of new employees on the phones and out in the field strongly believe that information was not relayed to you correctly. I would like to discuss this with you in detail over the phone. Please call and ask for Agi. (if bbb has redacted my name please ask to speak with the contact center manager in regards to a BBB review) I will take your call if i am not in a meeting.

• Review fromRoy T.

  Date: 03/22/2023

  1 star

  Roy T.

  Date: 03/22/2023

  The White glove brothers with this latest Nope Nil, Nata commercial, should leave commercials to employees. Horrible advertising.
  

  ASI The White Glove Guys

  Date: 03/23/2023

  You are entitled to your opinion and welcome to share that with other people. As we are welcome to produce commercials to our liking. Thank you for your comments. I hope you have a pleasant day.

• Review fromTerry

  Date: 02/17/2023

  1 star

  Terry

  Date: 02/17/2023

  DONT CALL SAI HASTINGS IF YOU WANT YOUR HEATER TO WORK, had them come out to fix my heating, the technician said my year old system was junk and I needed a new system, after doing some research I ended up fixing it myself, DONT CALL ASI UNLESS YOU WANT TO WASTE TIME AND MONEY
  

  ASI The White Glove Guys

  Date: 02/20/2023

  Hello *****,Thank you for taking the time to write your concerns. We take complaints like this very seriously. Either as training opportunities for our technicians or to uncover a pattern of behavior. We want the opportunity to discuss this with you directly. Please contact us. I will have some one from our Client ******************** reach out to you today. Thank you.
  

  ASI The White Glove Guys

  Date: 02/20/2023

  *****, thank you for taking the time to write your review. We appreciate your feedback. If you're willing, I would like to discuss your review with you to see if there is anything we can do to make your experience with us better. Please contact me at *********************. Have a great day. ASI, The White Glove Guys.

  Terry

  Date: 04/15/2023

  no thanks after the first experience with asi i dont want another slap in the face, they must have enough customers