Chas Roberts

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Called them to repair a new unit that they installed and was used less than one year. The warranty was supposed to be 5 years. they told me that a bearing went out in the blower and that I would have to pay $600 labor to have it replaced. I recently had it checked and discovered that their technician had cut the side of the housing out rather then removing the cover. He left it that way. I was so happy to have the AC working that I never checked it. That was a fatal mistake as the next day my ceiling was raining down water and beginning to fall down. When I checked it out I found that the technician had bent the condensate drip pan down so low that it was draining in the house rather then running out the over flow pipes. I had to have 15 feet of ceiling replaced. Now I have to pay someone else to come and repair it properly as I will not let Chas Roberts Technicians in my home ever again.

I utilized Chas Roberts to replace my water heater less than two years ago. This morning, it was broken and I had no hot water. They came out to look at it and said the bottom was burned out and it would be a $229 repair. They made a big deal of saying they were giving me a discount. I asked about the warranty, as the unit was less than two years old. I received the response that it was "parts only." I said that I thought it was ridiculous that a unit less than two years old would cost me anything to repair and I was asked "if I wanted it fixed or not." Someone did finally call me back about this issue and told me that it was like a factor like water quality or something similar to cause the problem. The last water heater I had lasted 17 years, so I doubt that the water quality has gotten that drastically worse in the past two. He ended the conversation by saying "I probably won't change your mind, but just in case, I will make a note to give you a $50 credit if you ever need a new air conditioner or plumbing product again." I can guarantee after that, I will never purchase another product or service from Chas Roberts. Awful customer service, and from what I can tell, terrible quality products. I would caution anyone against using Chas Roberts, to spare themselves the hassle of poor service and poor product.

The worst, dishonest, most expensive AC company? Look no further. Chas Roberts.
My AC was low on freon and struggling. Transparent fees? Not Chas. Nothing on the website. Reps don't know what to say if ask them about 1 pound of refrigerant. You have to talk to "manager" himself - Rob Johnson.
Here is it, buckle up: $200 for the first pound and $100 for each additional. It can easily set you back $400 for a simple recharge.
Just so you know - the market fair price is $10 per lb. They charge $250/h labor, that is more than my lawyer and doctor.
After the visit, AC's condition hasn't changed, no improvement whatsoever. They refused to come back and check free of charge and refused to refund. I did a chargeback and filed a complaint with BBB. Have a great day Chas.

1.0 star rating 7/3/2016

The A/C is fine because they didn't make it. When something goes wrong, you discover that Chas Roberts is unable to appropriately service what they sell. As I write it's over 48 hours in Arizona heat without repair, on an expensive unit under two years old with full warranty. The company has been told repeatedly that there is an 80-year old woman and five dogs in the house but they are unable to get the work done. They've ruined our 4th of July weekend and compromised the health of my mother and my dogs, as well as the dogs I was caring for over the weekend. Looking at their Yelp reviews it seems clear that they prioritize paid repair work over fulfilling their warranties. Don't do business with these people.

They don't even deserve one star. My a/c compressor "died" under warranty. The tech came out said it was another part. He replaced the part and took off. The unit ran fine for a couple of hours, then the house started to warm up again (not that it cooled down from original repair), and I called the office to get the tech back out. He had to come back after 8:00 pm. He whined about having to come back at that hour. But if he would have fixed it correctly the first time, that would have been a different story. Then about 3 weeks later the fan motor died. I later learned that when other Chas Roberts A/C in my subdivision "died", the homeowners got new units. But not me.

I recommend to all my friends to stay away. I needed a replacement A/C unit because mine was damaged in a recent hail storm. The salesman (John) that came to my house and quoted me a new unit was horrible. We agreed upon a install date of the upcoming Monday. We also agreed that I didn't need a new thermostat because mine was just replaced with a new Honeywell unit. I did mention that I wanted a new return unit since mine was pretty old. He wrote everything down and I signed a contract. He also told me how he'd take care of the APS rebate forms for me, and all I had to do was mail them in.



I took Monday off from work so that I'd be home. He said they'd be out at 8am. Well around 9am, no one showed up. I called John and he said that there was a problem getting my new A/C unit, and they would be out Wednesday. I don't know about most folks, but its hard for me to get a day off work, not to mention two days in a week.



I took off Wednesday, and around 8am the install team showed up to do the install. The install went pretty smooth, until they came in to install a new thermostat. I told them my signed contract stated that I didn't need one, but they were to install a new return unit. They said they weren't told this by my salesman, John. In addition, the bill that they had the cost of a thermostat. The install guy said that it was really hard for him to get a new bill, and that if I just paid what he had, that all I had to do was call the office and get a refund. I know better than that, but I must not have been on my "A" game that morning because I paid his bill via credit card.



The next day I called John for the refund, and to find out when they'd be out to install my new return. John seemed confused by my request, seemed to have forgotten about the return. My install was on 4/27/2011. I called John on 4/28, 5/2 (said he was busy, would call back), called 5/5 and left a message, 5/6 and left a message, then called the Customer service number and talked with a Joe Howard who said the manger in charge of refunds would call me back 5/9. They never did. This went on for almost a month before I received my refund. It was only $70, but it was the principle by this point.



When they finally came to instal my return grill, they install couldn't get it to fit. He banged and banged the return grill until a portion of my drywall broke off on my ceiling.



As far as the APS rebate form that they were supposed to send me, they never did. I left messages, asked for manager, but never received a call back. I finally just gave up since the time period of when I was supposed to send the rebate expired.



And to add insult to injury. Now that its November and starting to get cold, I went to turn on my heat pump (its part of the A/C unit that Chas Roberts installed in April) and I only get cold air. So now I have to take another day off work to wait around the house to have them come out again. This should have been checked during the install.



I'd avoid this operation by all costs, I haven't have good luck. When my mom's A/C recently went out, I told her to go with someone else, I couldn't bear to have her get the same treatment that I received.

I am very disappointed in their customer orientation and response to customer needs. This is a company to avoid.



They installed my HVAC system in my new home. It was immediately apparent that the system was running 24x7, wasn't cooling the rooms and my electric bills were through the roof.



It took a lot of work on my part to convince Chas that there was a problem. I had to keep asking their service people back to find a problem. They said the system was working as specified and nothing they could do about it. It was frustrating that I had to keep re-convincing them that there was a problem in order to get someone to come check out the system. Finally, three hot summer months later, they found the problem.



Their installers had mistakenly wired the air handler such that the auxiliary heat strips were always on. So the chilled air was being heated by these strips as it was sent into the house. They re-wired it the right way and all of a sudden the rooms were cool, the system only ran periodically and my electric bills went down.



I did a thorough analysis of my electric bills and determined that I paid over $1350 extra as a result of those heat strips being turned on during that period. I sent the analysis to Chas Roberts and requested a re-imbursement of that amount. I followed up my request with occasional e-mails and voice messages to their warranty service people. They rarely returned the calls or e-mails. Once again - very frustrating.



Three months later, one day after I threatened to file a complaint with the Registrar of Contractors, I finally got their decision. They said they would not offer any re-imbursement. They said I should expect to have a high electric bill since I have things like a swimming pool, refrigerator, computers, lighting and other devices plugged in. In essence, it looks like they think they have some magic heat strips that don't draw any power!



In summary... They did not respond in a timely manner for requests for service. It took several unanswered calls and e-mails to get an update on my re-imbursement request. It took them three months for them to consider my re-imbursement request. They declined any financial responsibility for costs incurred by me due to their installation errors.



I strongly recommend avoiding this company.