Mason's Heating & Cooling, Inc. 820 Live Oak Drive, Chesapeake, VA 23320

"Our technician was great! Our heat went out sometime last night and my daughter and I woke up to 55 degrees. Brrr!! Our first call to our Home warranty yielded a company that wouldnt come out for two days () so I pushed for a different company. They then assigned us this company who offered to come out immediately! Professional and courteous, they got us in quickly! They were able to diagnose the issue in our furnace quickly and promptly replace the part! All in all, under an hour! I would absoletly reccomend this company. I have to say, I was a little scared after reading the reviews but these guys proved to be nothing short of everything that we needed! Thank you for helping me and my little girl stay warm! ** Also, thank you for not leaving after I was a few minutes late since I had to get my daughter !"

"This company was used by our Hone Warranty company. They didn't call to set up an appointment, I had to call them 2 days after the service call was put in. They came out on time and the tech spent 5 minutes looking at it and said there was nothing he could do as it was not acting up while he was standing there. Why the heck would I put in a service call for intermittent functionality for no reason? I'm having the home warranty company send someone else out who will actually do the job they're being paid for."

"This company came to my home because I wasn't receiving heat. I paid the deductible and they wrote on my service receipt "inspected the unit and found egg frothing in working order". Still no heat. Had another contractor give 2nd opinion and they showed me why it's NO WAY Masons diagnoses was anywhere correct. My whole system had to be replaced! I called Masons and they wouldn't Return my call."

"Well, we had almost the identical experience of that is described in Tim Riggs' review of one year ago. My initial review about this business was extremely negative. However, after talking directly with the owner (Bryan), we learned the truth. The company had been always advising the insurance that the coil needed to be replaced and the insurance just wanted to get the best possible price to save money. The insurance insisted to directly order the part and they got it wrong twice. Bottom line, the insurance was to blame. Bryan personally followed our case, helped with the insurance, and eventually was able to convince the insurance that we needed to upgrade the system. They changed two coils and the system is up and running. I have to give Bryan kudos for how he reacted to our complain and for the final outcome. My last comment is about the home warranty insurances. Until you call for minor things, everything works well. Last year we called for a problem with the other AC unit and it ended up to be a blown fuse (50 cents) for which we paid in full the call fee ($100). This time, the problem was serious and they made everything they could to force the HVAC company "patch it"... which ultimately resulted in a system not operational for more than 20 days and high level of frustration for everybody."

"I had a very poor experience in July with Mason's Heating and Cooling. First American Home Warranty assigned Mason's to my case for an HVAC unit that would not power on. The issue began on Thursday. Mason's sent out a technician within 2 days of my calling First American. They came out and diagnosed a refrigerant leak in the HVAC system. They also mentioned that the coils on the condenser needed to be cleaned, which would not be covered under the home warranty. I told them I would be interested in having this service performed. I was told I would get a call from the office first thing on Monday morning to schedule the repair. I didn't get a call on Monday (4 days after the issue began), so I called the office Tuesday (5 days) morning. The receptionist didn't know what was going on, so she said she'd talk to the technician and give me a call back. By the end of the day Tuesday, I hadn't gotten a call back, so I called again for an update. Still no update - she hadn't been able to reach the technician. Upset and frustrated that my A/C was still out during the hottest month of the year, I called First American to ask that my case be reassigned to another contractor. They said it wasn't possible, but they called Mason's on my behalf for an update. They found out Mason's had put my case "on hold" awaiting my condensers to be cleaned, which is something I already asked them to do for me. Mason's called me and scheduled this for Thursday (7 days). On Thursday, the technician couldn't work on it because it was raining, so he came back out Friday (8 days) to fix the refrigerant leak. The HVAC still wouldn't turn on, so the technician identified that it was the compressor. He said he'd have to call First American to approve the repair, which he said he couldn't do until Monday (which was inaccurate). On the following Monday (11 days), I called in the afternoon because I still didn't have a status update. No updates - I was promised a call back. On Tuesday (12 days), I called First American again, who could do nothing for me. I got a call that afternoon from Mason's saying they didn't have the part available, so they'd have to order it. It would be in by the following Tuesday (19 days), so they'd schedule my repair for Wednesday (20 days). On Wednesday (20 days later), I got a call saying there was a miscommunication in their supply house. The compressor wouldn't be in until Friday or Saturday. The lady with whom I spoke said she would try to squeeze me in on Friday (22 days) or Saturday (23 days) if the part came in on time, but she'd leave an appointment for me on Monday (25 days) just in case. I called on Friday (22 days) to check on the status and see if they were going to be able to fit me in over the weekend. She confirmed the part came in and needed to schedule an appointment with the technician. She promised to call me back, and never did. I called before the end of the day and she still had no update. I tried calling on Saturday (23 days) for an update. No luck. On Monday (24 days), I called and left a message asking when they would be out. They didn't save me an appointment. So they came out on Tuesday (25 days later) to repair the HVAC. They arrived 1.5 hours late from the appointment time I received. This company is unprofessional and disorganized. They do not value customers, they do not return your calls, and they lie to you. Do they treat all customers this way, or is it only customers with Home Warranties?"