Luis & Son's Mechanical Services Inc. 808 South Military Highway, Virginia Beach, VA 23464

"We have had 4 appointments with no shows or a phone call to cancel. Now they will not answer my phone calls or return messages. Part has been at my house since 7/25/23! My service with Luis and Sons was set up with American Home Shield. Luis diagnosed my refrigerator while talking to my husband over the phone (he never came to my house). The compressor arrived 7/25/23. I called Luis and Sons and American Home Shield to notify the parts were at my house and an appointment was scheduled for 7/28. Luis and Sons was a no show with no phone call. We called Luis and Sons and they rescheduled for 8/7. Again, they were a no show with no phone call. We called American Home Shield who did 3-way call and a third appointment was scheduled with the office manager, Susan for 8/14. They were a no show with no phone call for the 3rd no show appointment. I called Luis and Sons to follow up, and Susan said my ticket was closed, thought I had a dryer vent issue (my service call was for a refrigerator), and said couldn’t talk and would call me back. She thought she hung up the phone, but didn’t. I proceeded to hear her talk to a service tech, Mark, about how she didn’t want to call me back because I was “going to talk her ear off and she doesn’t know what I’m talking about and I’m not in their system.” I called American Home Shield and they spoke to Susan who told them they’d be at my house on 8/15. They did not show on the FOURTH Appointment with no phone call. Now when we call Luis and Sons, they do not answer the phones and do not return our voice messages. We followed up again with American Home Shield and Susan hung up on American Home Shield twice. It was escalated to contractor relations. Then American Home Shield spoke to Luis directly and he said he’d call us directly the next day, and he still hasn’t called and it been over a week. Meantime, we have not had a working refrigerator for 2 months waiting on this company with the part here since 7/25/23!"

"When they first came out the technician seemed great. He ordered the parts he said were needed, and told me to call him when they came in. The parts came in and I called. They no call/no show’d that appointment. I finally got ahold of them a few days later. They said the tech couldn’t work because it was too hot (my problem is with a fridge and oven in an air conditioned house). I made2 more appointments with them before they finally showed up and said they didn’t have the proper tools to install the parts. The tech promised he would be back the next morning to take care of it. When he didn’t show up I texted him and he said he would be there that evening. Again, no call no show. I finally was able to get them to answer the phone last Weds and was PROMISED the tech would be out the following day. AGAIN, no call, no show. Now I can’t even get them to answer the phone or return phone calls. I’m not sure what’s going on with them, but I have spent over 5 work days staying at home and waiting on them to install the parts needed to stop water leaking onto my wood floors, and they continually no call/ no show. I’m beyond disappointed."

"Fantastic"

"Great customer service. Informed us of every attention of the way. Good service and finally a company that speaks Spanish and does not try to scam people."

"I called when the weather warmed up and they were there the next day and fixed my a/c. Bobby was very polite. He diagnosed and cleaned my unit in under an hour and my house started cooling down. Thank you!"