Desert Star Air Conditioning & Plumbing

"These guys suck! And don’t rent from them cause there very inconvenient use non licensed contractors for work. And if these practices continue I may be forced to legally do something."

"Previous owner had an AC unit installed and in the Desert Star AC service manager's own words, Desert Star AC used substandard materials and poor workmanship to save the customer money (I have the text). Less than after the installation and before the warranty expired, the unit ceased working properly in the hottest part of summer 2023 and the repairman visited three times within three weeks and gave three different reasons for the malfunction, none of which the company was willing to correct. They quoted us a minimum cost of $2000 to build a sheet metal duct that would run inside the home but we hired a repairman from Carpet and Air Duct Cleaning who fixed the entire mess for less than half. The company refused to reimburse us any of the costs because we "didn't give them a chance to correct the problem." We did give them a chance - a whole month while the unit was uninhabitable because of the intense heat - but they would ONLY go with the sheet metal duct that was going to cost me at least $2000 out of pocket. The photo I posted was taken by the man who fixed the problem after the Desert Star AC repairman told us on his third visit that he was 100% sure an obstruction was the problem, but he could not fix it. The repairman from the duct cleaning company I hired came to clean the ducts and took this picture of the real problem, which he then fixed a few days later. Problem solved, but not by Desert Star AC. And no reimbursement or partial reimbursement even though this happened within the warranty window."

"Great company to sell you on their units and great customer service to new customers...Then as others have reviewed as well, they have no balance on their labor fees. Purchased my unit 7 years ago. Was told we had a 10 year warranty. My AC unit went out, left a message about our issues. Left 2 messages and waited 2 days before I called again, I left a message as a new customer and they returned my call within 20 minutes. They sent a rep to review and told us the issue and how our parts are back ordered and hard to find. Then called back and told us they found parts and the great news is that they are under warranty. Told me that the labor was over $2,500.00 to install the 2 pieces. Not to happy that we have gotten 2 other quotes for less than half that price thinking we needed a whole new motor. Now that we know the issue the labor is less with 2 companies that never installed for us. Poor customer service for their customers and really sad that the company that installed for us has the worst fees then companies that are just doing the repair and ordering of parts. I called to advise them of the disappointment and Elise did not have any empathy and stated because we were returning customers she gave us a 500 dollar discount or it would have been more. Please choose a company that will not want to charge labor as the half price of their AC unit. Do not recommend as I do know other companies in Tucson support the customers that once gave them business. Not the promise Hernan (I think that is the owner) who helped out when making an AC unit decision when we purchased out home advised us on. Purchase from our company and you will get the service you need from a local business that will not take advantage in the long run. That was not true. Sad that we gave out his number and business info so many times in the past."

"Great service with attention to detail. If you’re calling for service in the Summer people, be realistic, everyone is demanding immediate service so be patient. If they respond immediately, great, if they’re running behind it’s because there are other emergencies in front of you. When they get to you, they will do the job right. We are very happy with their service and follow-up."

"I was highly satisfied with this company and their customer service. My air conditioner stopped working over the weekend, and my Home Owner’s Warranty paired me up with Desert Star. They called me first thing Monday morning and had a technician here by 10 am. He diagnosed the issue quickly, but because of the age of my unit, did not have all the parts on hand to fix it immediately. He was back quickly and had everything up and running within an hour. He was polite and professional, and he answered all of my questions. Again, I was highly satisfied with Desert Star, and I would definitely hire them again and recommend their services."