Gray Heating & Air Conditioning

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.

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

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

My grandmother's heater went out about a week ago and they came by to fix it but that same night, it went out again and they fixed it but charged cuz it was after hours. Well her heater is out AGAIN and they won't come out here to look at it at no charge even though it's supposed to be under a one year warranty. So her best bet is to wait until they're open tomorrow morning. This is the poorest customer service I've ever seen to an elderly individual and I am not happy with how she is being taken advantage of by this company.

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