Aarow Service Center

I would give this experience negative stars if possible. Based on the HORRIFYING experience I had this weekend, I absolutely would not recommend this company. I see that many other reviewers complained about Jessie in the office. He is probably the rudest person I’ve ever spoken to in my life. And he’s the «office manager». Yikes.
So here’s the story. We purchased a Groupon for a routine check and maintenance. Our ac was running fine but summer is coming so we decided we would try to be responsible home owners and keep things running well.
Friday: Setting up the appointment was easy, the tech (Michael, who I later came to find out was the service manager) was prompt, polite, and professional. He did a quick check of all systems and informed us that we were low on coolant. We paid for a refill. It was a mild, beautiful day that day so after he left, we set our thermostat up and opened the windows.
Saturday: It got hot and humid the next day (because Texas), we turned our thermostat back down and let the system kick on. An hour later and the temperature in the house had gone UP a few degrees and it was just blowing hot air. This was Saturday. I immediately called the office to ask that they send their tech back out because they were there the day before and common sense dictates that perhaps something went wrong. The man I spoke to in the office (Jessie) was really rude. He talked down to me and kept telling me «you don’t know what you’re talking about, lady.» He proceeded to tell me that acs are mechanical like a light bulb. One day they work and the next day they don’t and it couldn’t possibly be because of anything they did and no he would not send someone out. He said it sounded like I had a bad coil and I should call my home warranty company. Then he said it sounded like we had a coolant leak. When I asked if they would reimburse me for the costs of the coolant we paid for (if it had all leaked out) since the inspection we paid for said everything was in good working order, he said I was crazy and they wouldn’t refund me money I hadn’t even paid (no clue what that means) and did everything but hang up on me. I felt that I had no other option but to call my home warranty company. And since it was a holiday weekend, they couldn’t find anyone to come out till Tuesday afternoon. So we sweltered through a holiday weekend (including Monday!) until someone could get out here.
Tuesday afternoon: Home warranty guy comes, says they overcharged the unit (overfilled it with coolant) and from what he can tell, it caused the compressor to fail. So he calls the home warranty company and of course, they won’t cover it because it was part of an improper repair. So I called the office of the original company back, suffered through more mansplaining, abuse, and raised voices, and finally got him to agree to send the tech back out. But not until after I was told by the office manager that this tech would never make a mistake like that, that it simply would not happen, could not happen, never in a million years. I was informed that I was «going about this the wrong way, lady.» (I swear, the next person who calls me «lady» is going to get throat punched as a knee jerk reaction to this guy.)
The tech came back out (still polite and professional) and worked very hard in a rainstorm trying to figure out what was going on. He did a series of resets (from what I could tell), deactivated a high pressure lock out, released some of the coolant (improperly, into the air rather than into a reclaim tank) and got us back up and running. Thank GOD the compressor did not fail as a result of his mistake. He also apologized for his mistake and for the treatment I received while trying to rectify it.
Everyone makes mistakes. I am not upset about the mistake IN THE LEAST. But the utter and complete refusal to come back out and check on it? And the ridiculous, unprofessional treatment I received from the «office manager»? This company cannot continue to do business this way. If they had sent someone back out when I first called, I wouldn’t have had to suffer in my hot house with my husband, my six month old daughter, and out of town guests whose trip was ruined, as they were only here to hang out around the house and play with the baby. I won’t even begin to tell you how hard it is to get a six month old baby to sleep in an 85 degree, humid house…
Cheap service is NOT worth this hassle. Do not use this company.

Kudos to Arrow! Monday afternoon at 4:30 our A/​C quit running and it was the unit on our bedroom side of the house. My husband is an invalid and has to be in a special bed, so we really needed air that night. I called Arrow and they sent Michael out immediately, even though it was after hours. Within 30 minutes he has us «up and running». Great guy! This company is special… Thanks for being here when we needed you!

I am very pleased with the level of service I received from Arrow Service Center. I purchased a Groupon a few weeks ago for an AC check to make sure everything was running smoothly before the Texas heat hits us. I didn’t get the name of our technician but he arrived at the end of the 3 hour appointment window (which does not bother me since that usually happens with anyone I book with). He was super nice and got right to work. He did not pressure me for any service upgrades (I have been burned in the past). He was very informative and professional. We have a very old unit that was installed in 2001 and is reaching the end of its life however, it is working. I like honesty in any service I receive and our technician told me we are doing all the right things to maintain our unit, but when it does go, he gave me great options to save some money. I will defiantly be using their services again. He even gave me a fridge magnet!
With all groupons I purchase, I always check reviews first (I have had some bad eggs in the past). I am pleased to say that the reviews led me in the right direction. :)

I called at 9 am and they were able to send Michael to our home within an hour. Michael was courteous and swift. The pricing was in line with the services we requested and are pleased. I would use arrow again in the future.

I scheduled twice and both times did not receive any notice during the time frame they gave me for service. I called the manager jesse and was not apologetic for his inability to follow through. He was extremely rude and had poor customer service like I have never encountered. I canceled my service and will never use or recommend them. The manager then proceeded to tell me I should cancel my service.

We are recently moved into our new home and began having trouble with our air conditioning unit. I called Arrow and I spoke with Al who was very friendly and was able to schedule Jorge R. to come out to our home within 30 minutes. I can’t say enough about how great Jorge was. He explained every part of the unit to me and explained to me what he was doing. I would highly recommend Jorge and the company. We are new to Austin, and it is welcoming individuals like Jorge and Al who make a huge difference when you first move to an area.

Arrow’s Air conditioning served us right… A guy named Jorge Rebeles came out to our house and made snow balls come out of our HOT house. Even though I forgot to cut the a/​c off an which froze the air machine. I had to wait an extra day… my fault but Jorge fixed our a/​c. We all slept happy. By the next day we all have the sniffles lol Great service, Great customer skills and great work. Thank you Arrow and most of all Thank You Jorge Rebeles!

I purchased a voucher from Amazon Local Deals and all I can say is ROCK ON.
It was a great deal but looking at the Unilocal reviews lately it made me sort of think about it.
Michael called approx 30 minutes ahead and he arrived within that time slot. He ask questions and took a look at the vents and filters indoors and they were clean. (replaced two months ago). Lowered the AC and took a look upstairs at the unit and everything was rock solid. Drain gets flushed every 6 months and we have never had any issues. Everything was solid and working correctly.
We took a look at the outside and all the lines were within specs and no leaks detected.
Subcool — 11 Degrees
Temp Split 18 Degrees
Evaporator Coil — Rinsed with hose and all good.
System working properly and efficiently.

I bought an Amazon Local deal for A/​C maintenance service from these guys. The guy came out, looked at my unit, immediately told me I needed a new one, and started quoting me prices for a new one. I told him that if/​when I bought a new unit I was going to shop around and compare prices. He just sort of shrugged. I asked him what I had paid for with my Amazon Local purchase, and he told me an inspection and recommendations on a new unit. Essentially I paid over $ 60 for a sales pitch at my house. Don’t buy any sort of A/​C maintenance from these guys.

Great guys, great rates, and excellent service. Highly recommended

My AC broke and I have extended warranty through Old Republic and they sent Arrow Service Center out to fix the AC. Jorge Rebeles was the technician that came and serviced my AC. I must say he was very knowledgeable when it came to resolving the issue. I appreciated the fact that he went over everything with me and told me what needed to be done to maintain my AC. He showed me where my pipes were and gave me instructions on how to keep them clean. He was friendly and pleasant to talk to. Thanks for having a great employee!
Tonya (Elgin Texas)

Came out for a LivingSocial «tune-​up» special. Said my capacitor was losing charge and tried to charge me $ 225 to replace it. Found the exact same part on eBay for $ 34. This is what I call highway robbery. I told the tech I would be calling the BBB on them. He called back to base and offered to do it for $ 150. That’s still too much considering he was already here and the labor to change the part would be a grand total of 5 minutes.

dishwasher broke. Came out to fix and ordered parts. came back claimed it was fixed and left however, still was broken. called back to send repairman out again and scheduled a time slot, no one showed up, called back and found out we were not put on the schedule. came back and claimed needs another part and ordered it. came out following day and installed part and stated the dishwasher is fixed. after repair person left, dishwasher still is dead — doesn’t start up or work at all.

It’s no surprise that service places get 5 or 1 star on here. I mean, either they fix the issue or they don’t right? It’s not the case for me. Did they fix the problem? No. They didn’t.
Did they tell us it was a faulty gasket and sell us a new one for $ 300? Yes.
Did the washer then later leak from the same place it did before the service call? Yes.
Did they they send the same repair man out again that could not fix the problem in the first place? Yes.
Did he fix the problem this time? No.
Since the problem was not fixed, were they willing to give us some sort of refund? No.
Were they rude and crass and unpleasant on the phone? Yes.
In short, I won’t be using these guys for anything in the future. I wish I had paid with my American Express card so I could deny the charge.

AC is still working so that’s a plus.
I’m glad we were able to get this resolved. Unilocal is a great place for honest reviews and feedback… Hopefully this helps improve something for the company.

The decision to go with them was because an Amazon local deal for furnace tune-​up.
The tech came up to service 2 units. I had some rebates forms from Texas Gas Service and when I showed them to him he almost went bezerk. «We don’t do those, we’re not affiliated», etc. Well, it was just a matter of checking off some boxes of what TGS considers a tune-​up and sign. He was adamant he wouldn’t do them.
So I put the papers aside and looked on while he worked up in the attic. Though he provided some helpful commentary and explanations on what he was doing, I’m not convinced it was as full service as I expected.
Some items were reading or performing below the standard, needing a fix/​replacement, while for one I was left without knowing whether the combustion was tested and/​or how it performed.
One unit had excessive temperature rise, which he immediately attributed to a clogged evaporator coil — which is completely enclosed/​sealed and can’t be seen unless the ducts are cut open/​removed!
Plus I’m not sure about that since that coil had been serviced not too long ago. Anyhow, a search for this issue turned out several possible causes:
(1) Undersized /​insufficient ductwork, (2) a dirty furnace filter, (3) a clogged secondary heat exchanger, (4) a clogged evaporator coil, (5) or too many supply registers blocked off.
At this point I’m suspecting (2), though we’ll never know since that was not even mentioned, let alone inspected.
Though the voucher listed test for carbon monoxide, inspect filters, test thermostat operation, test for gas leaks, test heat exchanger, evaluate proper combustion, inspect for duct work leaks, test temperature split, inspect electrical components, evaluate proper operation, and evaluate system performance. — there were a few things that were not done.
BTW, someone recommended hiring a service that uses an inspection camera. That way there’s no question on the state of the various components that are out of view. Now I know better.

I have had many AC guys come out to my house. Some that charge me to tell me to change the filters, some that charge me for «cleaning» that was never done, very few that are honest or helpful. Jorge from Arrow was everything I could ask for. He was honest, informative, helpful, knowledgable, he did not try to charge me for things he didn’t do, and he ever offered to vacuum upstairs because some insulation came down from the attic. I told myself, if he fixed the problem with my AC and put the hose back the way it goes and didn’t just leave it out there for me to deal with then he will be my AC guy. Sure enough I go outside and the hose is put away very neatly. The AC is running and actually cooling down my house. That is exactly what I am looking for. I am going to tell my warranty company to make Arrow my preference, and hope that Arrow always sends out Jorge.
UPDATE: You should always be wary of posting too quickly. Hours after the technician left I heard a noise and smelled something burning. I went outside and even though the AC worked perfectly, cooled the house to the right temp and then shut off, something was still running in the outside unit and it would not shut off. I had to pull the connection to hard shut off the whole unit. Of course this was at 11pm last night so I could not get any help. I finally got someone at 7am while my upstairs is not over 80 and raising with a 100 degree day on the way. I can’t get to be the first visit on the list because the person who answers the phone is rude and tells me not to assume that the problem that did not exist yesterday was from any done yesterday. I will update again after the technician comes out to fix this, If the finds the problem and set it right then I will give back the higher rating.
UPDATE: I am raising the rating back up because Arrow came back out within 8 business hours of me calling them and they have fixed the issue. I am not putting it back to a 5 because I had to call them back out and what they told me was wrong does not make any sense. Al came out this time. He explain what he changed and what he said was wrong. He was not as friendly as Jorge was, but he was efficient. Hopefully it will stay working and I won’t have to update this again.

I just bought a new house 2 months ago, and the AC went out! I had the home warranty, and they contact Arrow Service Center to come take a look at it. They had someone come take a look at it the very next day.
Jorge arrived right on time, and immediately diagnosed the issue. A wire had shorted which prevented the system from working, and had also caused a leak. He welded up the leak, refilled the freon, and put caps/​ties on the wires to prevent this from happening again in the future. Overall, I was extremely happy and impressed with his expertise in being able to diagnose and fix the issue so quickly.
Also, working with them through the home warranty was easy and uncomplicated. I would recommend them again.

They came to my house on a groupon deal, then told me there was an issue with my HVAC, and for another $ 59.00 they would tell me what it was, so I paid them. Then the technician stated the problem would cost me $ 695 to repair. I found out the part he thought was bad was covered under warranty. I called another company for a second opinion and they said the repair would be $ 250. They came out and it wasn’t the problem after all. Just needed a boost of freon. The charge was $ 86.50 for the service call and the freon boost.
Arrow was a complete rip off!

When we bought my house 6 years ago, we were saddled with two AC units that were on their last legs. The team at Arrow helped us with repairs until it was no longer financially realistic to do so. Since then, we have replaced both units with Arrow and are very satisfied.
Just last week, we had them back to completely redesign our duct work in our attic due to damage from roof rats and squirrels. (They had recommended it when we first had them out here, but we delayed… shame on me because my daughter’s bedroom is FINALLY getting the airflow to cool it down!) Every time we have had them here, they were fast (even in the summer rush) courteous, prompt and reasonably priced.
I have used other AC dealers/​service technicians due to restrictions from our home service contracts, but I was angry with their lack of customer service. I ended up spending my own money to solve the problem and ended up back at Arrow… Mike and the team came to my house over the weekend in the Mid-​July craziness and had my house cool again quickly. (The competitor that the home warranty service required didn’t call me back until the following Tuesday!)
I highly recommend Mike and the team.