Reviews

Review Details

• Review fromDwayne K

  Date: 05/11/2025

  1 star
  I hired Metro Heating and Air in the summer of 2022 after being told to use them by American Home, a home warranty company who dictates which supplier you will use to meet their requirements and partially pay for the replacement. After inspection of my home the technician indicated that I needed to completely replace my 26-year-old Air Conditioning and Furnace system. I indicated to the Technician that even if I must pay more to upgrade the unit to cool my home I was willing to pay the extra to make my home very cool in the summer time. After waiting a month for my new unit to arrive, the crew showed up and worked the entire day replacing both the furnace inside and the outside air conditioning unit. During the following months I had called Metro many times to complain that the unit would not cool my home to my expectations, in fact it would not get the home any cooler than 80 degrees. After the technician came out the first few times I called, they quit answering my phone calls, I know that they were not answering my calls because I had my son call and it was answered on the first ring. My son asked about my problem and the man told him that they were trying to decide what to do about the problem. After leaving multiple messages they sent me a message indicating that they would have to send a J-Crew to my home and would need $850 to begin with and depending how much work they do it could cost more. I was offered no warranty servicing of my unit, and I was left to sweat in my home that I paid $8000.00 for the total replacement. Still to this day my air conditioning and heating will not sufficiently cool or heat my home. Metro will not communicate with me outside of collecting $850.00 to send a crew to my home and determine what the problem is, a job that should have been determined when the technician inspected my home for full replacement. This is a horrible company that does not stand behind their work or the equipment that they sell.

• Review fromSelita J

  Date: 11/06/2024

  1 star
  Beware! Do not use this company. They did replace the line set for our new ac/furnace causing a leak and we have to spend more money for the line to be repaired ! Beware !!!! DO NOT USE THIS company for your ac and heating system. They did not replace the line set when installing our new unit! Then had the audacity
  To bent the old line set and did not properly solder which caused multiple leaks of Freon so the unit never worked properly from day one! Now the drywall has to be torn out to have the line set repair.. We had an estimate from another ac and heating company who said that normally the line is checked when replacing a unit. The last unit we had was smaller so they did not adjust it fit the new bigger unit. We have been calling for two weeks by text , emails and calls, even my father called with no luck. They will not follow up with us to get this issue resolved. On top of that another company came out and said it’s standard for them to check those lines with a new install and gave us an estimate of nearly $2,000 to repair. Please save yourself the headache and do not use this company. They done nothing to resolve this issue so we will report this to BBB.

• Review fromCasey C

  Date: 09/13/2024

  1 star

  Casey C

  Date: 09/13/2024

  A Disappointing Experience - Proceed with Caution
  We were really hoping for a smooth process when we had a new A/C unit installed, but unfortunately, that hasn't been our experience. It's been a frustrating journey, with multiple visits (five so far!) and the issue still unresolved. We understand that things don't always go perfectly, but the lack of progress and communication has made it very difficult.
  Customer service has been another challenge. It feels like instead of truly addressing the problem, we’re often met with dismissiveness or excuses, which only adds to the frustration. It’s disheartening when you just want to get your home back to normal.
  We understand that not every company will be a perfect fit for every customer, but this has been a really tough experience for us, and we wouldn’t want anyone else to go through the same ordeal. If you're in a similar situation, we would suggest exploring other options.

  Metro Heating and A/C

  Date: 09/13/2024

  This person has sent multiple negative google reviews and other social media outlets before coming to the BBB. At this time I will post the same response to him, but also as we have sent to him via text there is something beyond his AC that is not working in his life. We as a company and individuals are offering up prayers on his and his families life to hopefully help them through their lifes struggles.
  
  If you are another consumer reading this, please consider adding him , as well as, our families at Metro Heating and A/C to your prayer lists for help, guidance, and peace from our Lord and Savior.
  
  Please see explanation below:
  
  We are posting this same response on all of your reviews since you seem to be creating multiple accounts. We will be reaching out to Google for harassment as well as applying multiple reviews from the same person trying to damage our business.
  
  Mr. Copeland, sorry for your frustration but to be fair maybe you should include other details that you are going through a home warranty company. Since you use them you have to follow their rules, just as we do.
  I believe you called our office this morning because you were not understanding what your warranty company was asking of you. You chose to reach out to us and instead of reciprocating the sarcasm and unpleasantries we instead chose to call your Warranty company for you to help facilitate the process that was perplexing you.
  It is my understanding that our team member has talked with the home warranty and they are in the process of creating a new ticket so we can come help you.
  Now concerning the number of visits...from the initial call to the actual install and additional dial in of the system the number of visits has been 3... You might have accidentally “fat fingered" the keypad in your fit of aggravation.
  Also, you only replaced the outside unit when we discussed with you the opportunity to go ahead and replace the evaporator coil as well. We even sent you some discount pricing that your warranty company offered but you chose the cheapest route and with that, the system may or may not be struggling because you have a 2024 AC attached to a 2007 evaporator coil. Can it work?... potentially... But you do run the risk that the newer machine might not work well with existing equipment. I understand in utilizing a warranty company they are going to repair versus replace as often as they can but your warranty even offered deals to help facilitate the replacement of the entire system at a heavily discounted price and offers financing to qualified applicants. They do this to help avoid placing new equipment mixed with old. You chose a great condenser and with that decision has come some unforeseen and, at times, frustrating results.
  So, again we are sorry for your ordeal but we have worked within the boundaries of your warranty company and also trying to facilitate the recall that seemed to confuse you and as soon as they send it over we will reach out and schedule another visit.
  We hope your day gets better and are able to enjoy this beautiful Friday before another great Sunday of church and football.
  Go Chiefs!
  

• Review fromMatt W

  Date: 07/03/2024

  1 star
  Here is our story so you can decide for yourself. On 6/23, When our Echobee indicated a call for cold wasn’t cooling the house I notice cold air coming out of the outside unit. My wife created a request for service through American Homeshield (AH). AH notified Metro Heating and AC (Metro) who serviced our outside unit on 6/24. Ensuring they knew everything that happened with the unit I notified the tech I had moved the AC 1/8 to 1/4 of an inch in order to level the unit with blocks to better ensure it was stabilized after they serviced it. The tech completed a pressure test and said that it was likely the evaporator coil. I asked if this had to do with movement of the unit, line set issues, or any exterior component. He mentioned that it was likely just from coil overuse and probably NORMAL WEAR and TEAR. He mentioned replacing the system over just the coil. When asked how much all of this would cost..he indicated approximately $2000 with about $500 being our cost, but..AHS may cover that as well. He quickly looked at the exterior of the furnace/AC, never looking at the coil or mentioning the line set and left.
  
  Then began the horrendous communication process everyone mentions where they never answer phones and only use a texting system. After a day we received a message from Metro stating that they summited the information to AHS and to let them know any response we receive without accepting anything. The gist of the message was for full system replacement…rather than just a coil replacement. After a few days of nothing we contact AHS to find out our claim was denied because Metro indicated our having moved the exterior unit was the likely cause for the issue, and it was NOT NORMAL WEAR and TEAR. So..thanks for that.
  
  My recommendation is to contact One Hour Heating & AC They even gave me 20% off for being a combat veteran. BTW..we were told by One Hour that the line set was perfect and the system had many years left

• Review fromAndrenell J

  Date: 09/11/2023

  1 star

  Andrenell J

  Date: 09/11/2023

  They are HORRIBLE. I have been without air for 3 weeks 8/23 with a pre-exisitng condition along with headaches and nose bleeds especially on hot days and in the middle of the night. I had to purchase a condenser, furnance and coils from Front Door in which I did 8/31/2023. Once HVAC received those things on 9/5/2023 and sent them to the Distributor ********* they called me to let me know that the equipment was in, gave me all the info about the equipment and explained to me that Midwest Heating and A/C had to call ********* in order to have them delivered to Metro Heating and A/C. I called Metro Heating and A/C to give them the info which i had and was told by the employee that I was a liar the equipment wasn't in and he had been working for the company for 5 year and was not going to call ********* that they had to call him. I am still awaiting on my air and furnace to be put in and Metro Heating and Cooling is still refusing to call ********* for delivery.

  Metro Heating and A/C

  Date: 09/20/2023

  ******************, as we discussed on the 11th of September you reiterated you would change your review once the job was completed. I have requested for you to please update this review because it did not portray the full truth or story. Now, over a week later you have ignored my calls/texts and requests so I will use this time to explain the reality of this situation.First, I want to thank you for the opportunity to perform a service that our company loves doing because of the immediate satisfaction and comfort we are able to provide our customers. Secondly, by us performing this needed work we are also able to provide jobs and income to the employees that work here. We truly appreciate the opportunity to make sure our families are taken care by taken care of others. And thirdly, believe it or not, by your refusal to adjust your review it allows us the opportunity to explain our side of things to other customers, because, lets be honest people are curious about bad reviews, probably more than the positive reviews. We believe that when you look at the negative reviews we have been given and then you read our response then a clearer picture is presented. We have had multiple new customers come to us because of our negative reviews so, again, we appreciate the opportunity to have a conversation with our future customers.Lets beginFor the people unaware, ****************** utilizes a home warranty company to help reduce costs of home repairs.August 23, 2023 temperature 99 degrees ****************** calls her home warranty company to request AC service. We receive the work order at 1:35 p.m. We immediately called and scheduled for SAME DAY. We had a technician at her home at 3:18 p.m .After technician diagnosed, we found she had a non-repairable condensing unit manufactured in ****. Due to its age and refrigerant, we knew she would need a new, matching evaporator coil as well. Her warranty company actually offers an upgrade program to also replace the furnace and evaporator coil. Typically, when you use a home warranty company, they only look at the piece of equipment that is broken and not at the whole picture or whole system to consider the long-term effects of their coverage; her warranty company actually does.We submitted to her warranty company our findings, as well as, asked them for the potential option of upgrading to a full system. We were able to submit those finding AND receive authorization to offer an upgrade opportunity. This was on August 24th.Again, the majority of ***************** is under a heat advisory and instead of having us go to the local supply house and install her a system the very next day, ****************** wanted to use her home warranty company. It was my understanding from one of the operators I was talking to that they had over **** other equipment replacement tickets, not including repair only authorizations, ahead of ********************* took 5 days to get a final approval from her warranty company. ****************** approved the order, made payment to her warranty company and they ordered the equipment. That means they decide whether or not they will find it locally or have it shipped to our shop, either from out of town or even shipped to a local distributor and they bring it to us.Understandably ****************** was not happy and impatient, as anyone in her situation would be. However, look back at her complaint and I will discuss a few of those details.******************, suffered from headaches and nosebleeds. Very unfortunate and presumably uncomfortable and miserable, especially in a hot house. Why didnt she go stay somewhere else? Why not rent or buy a small portable AC unit and create a cold zone in her home while she waited on her warranty company to approve, process and ship her equipment?Next, she said she received the tracking information and it was at a local distributor and we called her a liar. We called the local distributor and gave them the information ****************** passed along to us. At first, they could not find these tracking numbers. After some investigating, they did find the numbers and explained that they are not in their system yet.What that means is that a computer at the home warranty company created a tracking number and queued up an order to be sent out to this distributor, which is a national chain. The corporate office is the one that receives these initial jobs and then sends out to their local store branches. At the time of this call the job and tracking information had not been released to the local branch to pull up that job, then call us to schedule the delivery.Once the local branch confirmed that they did find the order, INSTEAD of us having them use a carrier service to bring us the equipment, like they typically do, we volunteered to come pick it up from them to help expedite the service. Note: Its still high ****** degrees outside and we have other customers that we are taking care at the same time. We are not a large corporation, but a local, family-owned establishment trying to provide service to all our customers as fast as possible.We are already booked beyond capacity and we not only scheduled Ms. ******** installation as fast as possible but even called other customers ahead of her to see if they had any flexibility in their schedule to be able to delay their install. Some customers had other living arrangements made or multiple systems in their home and we were able to find a time in which we could go over and install her new system.Back to Ms. ******** review was told by the employee that I was a liar Luckily for us, our calls are recorded for quality assurance and training purposes. Oneno we didnt. Two, when you read our reviews and see how long we have been in business, does it even make logical sense that we would call our customers liars? What good does that even do? Call someone a liarthen what? Never talk to them again? Well in our case, after we supposedly called her a liar AND she posted this negative review we then installed her new air conditioning system. Still think we called her a liar?I was told after we started this business that a customer has 3 options, but can only pick ******* want it good.2.I want it fast 3.I want it cheap The delay that ****************** experienced was completely of our control. It was unfortunate and in no way purposeful and there were steps she could have taken to better control her personal environment but didnt and instead put herself completely at the mercy of a third party instead of dealing directly with a locally based heating and cooling company in the *********** region.In summary, we did install a new heating and cooling system in Ms. ******** home and even discussed this review and our desire to make things right and keep her business and satisfaction. She got the cold air and relief she was seeking, but obviously reneged on her word to clear up this review.If you took the time to read this response, I hope you also took the time to look up our other ****** reviews (www.kcmetroair.com) and see that we truly try to bring comfort to all of our customers.Please give us a call or text at ************ to schedule a free estimate or a service or repair of your heating and cooling system.

• Review fromNate S

  Date: 03/16/2023

  5 stars
  Fantastic company. They quickly repaired my furnace for a very reasonable price. I will be calling them next time I need my furnace looked at!