Heartland Quality Heating & Cooling

Horrible experience with this company.
From install to follow up- with all the great companies in the metro I'd encourage anyone to keep looking.

They are very knowledgeable and friendly. I had someone come out to trouble shoot my AC unit. Turns out the compressor went out and the whole unit needs to be replaced. Which is understandable. The problem I ran into with them is that I felt that I was being oversold on a couple things.

The technician informed me that I need to put in a new capacitor for the furnace. I said go ahead because I was trusting his guidance. Well, turns out that since the AC unit went out, it is best to replace not only that, but the cooling coil AND put in an updated furnace to boot. This of course was told to me after he put in the capacitor. Which was too late to say no. Heartland charged me $96 for a part if you Google it costs $5 - $6 on average! And literally takes zero effort to connect it. Very frustrating.

Then when I had the sales person come out for the official bid along with the owner, both were very professional and nice guys. However, again... I felt I was getting over sold. One thing that stood out in my mind was when the owner, Jim (I believe is his name) showed me that one of the air ducts was not making a 'hollow tin' sound when you press on it. That it was a sign it was rusted out from the inside and needed to be replaced.

Granted I needed some duct work as some were definitely rusted. However, that particular air duct he was referring to was just insulated on the inside because it takes air away from the furnace. The hollow duct is only for return air ducts. Which makes total since. Thinking about this I feel that for someone that has been in the business for so long should have known that. Maybe not...but I just felt I was getting over sold again to drive the bid up even higher.

As for the bid itself. I will say they were the most expensive by at least 20%.

In short. Nice, friendly people and knowledgeable. However, they are very expensive and gave me the impression that I was being oversold. Starting with that $96 capacitor. Needless to say, I did not go with them.

New install in sept of 2020. Didnt event finish hooking up the humidifier so when there tech came back for fall check up he noticed and finished. Paid for the service maintenance fee in which when they came out to service today they said I had to pay for my filter. Never told me that I had to pay more after I pre paid for a year of maintenance on both units. I said that is not what I was told so tech put the dirty filter back in when he was done and left. I called by the office person didn't care if I cancelled and to send the guys home. I told him to have tom call me but nothing yet. $13000 system and $360 + for maintenance plan and they want to charge me $35 for a $15 wholesale filter. Back to 72 degrees I go, never should have switched!

Will never use this sketchy gang nor allow them in my home or my businesses. Consider all options carefully prior to going forward with a decision to use them. From the technician's conduct to the "repair" provided proved to be a poor experience.

Heartland Quality installed our AC Unit two summers ago and we couldn't be happier! They were polite, efficient, and brought cool air back inside during a very hot summer week! Jim and his team are the best! They are personable, willing to answer questions in layman's terms, and give a quality product they are willing to stand behind! Go with Heartland Quality every time!
Jesse

I have waited to write this review for a couple months to try to let myself calm down and be fair. However, the longer I think about my experience with this company, the more upset it makes me. Our heat pump went out in June and with me being almost 9 months pregnant, I needed someone to come out immediately. One company came and wanted over $100 to even look at it, then Jim came out and looked at it first (added it to the price later). Turned out, we needed an entire new system. This was stressful being that I was a few weeks away (so I thought) from having our first child. We set a date for the new system installation and they agreed to let me pay when it was installed, giving me time to get financing in place since it was several thousand dollars. We got multiple quotes because I felt their prices were high, but my husband really liked Jim, so even though they were higher, we worked a compromise and went with them. However, day of install, the system we discussed was not the system they installed. We discussed a large system with a 5 inch air filter but we got a 1 inch air filter. When we mentioned this to them, they argued with us about how that was not part of the agreement and we even discussed prices of the replacement filters. After MUCH deliberating and anger, they agreed to make it right, even though they acted like we were just trying to take advantage of them (and the owner even mentioned this to us). Luckily, they had to come back out later since they didn't have the equipment that was agreed upon because our system wasn't working correctly. When I called the owner to let him know, I was told that I was better off than most right now because Lee's Summit didn't have power. What?!?!? I just spend almost $10k with your company and I'm better off that I have a non-functioning system? We set a date to have them complete the job (and fix it) several days later. Unfortunately, I had to postpone this because I had to be immediately induced from stress (thanks Heartland for contributing to that). When I called to let them know, I spoke to the owner who seemed fine with it (as he should since I have no control over it). However, then, Becky (I think she was the office manager) called and was incredibly rude to me on the phone. She told me that I had to pay immediately. I explained that I would pay when the work was complete, as agreed upon and she told me that I had cancelled the final day and needed to do it now. She wouldn't back off until she had me in tears. *Thanks again to Becky for the added stress* My mother was sitting listening and she was ready to go speak to Becky in person...it was bad. I couldn't believe anyone would speak to a customer that way, especially one that explained that I was on the way to the hospital for an emergency induction. When we got out of the hospital (and home to an incredibly hot house), Kyle (the service tech) came out and finished our system and fixed the part that was not working correctly. Thank you Kyle for being the one nice and honest person we dealt with. If I could rate Kyle alone, it would be much better. This entire experience was one that I hope to never have to deal with them again. I have a service agreement and I don't even want to call them for that. This goes beyond unprofessional...this is just a lack of human decency. If you need money so bad that you harass a customer that the work isn't right or complete while they are on the way to the hospital, maybe you should not be in business at all. To bad I can't send you part of my hospital bill that you helped me obtain...

I took the day of if work to wait for a competitor to check out my HVAC and got a call at the time of their 4pm appt informing me they wouldn't be able to make it because of another job. I reached out to Heartland Quality Heating and Cooling and Tom worked late to show up same day! I was super impressed with his courtesy and integrity, and more impressed with the focus on customer satisfaction. After a few hours the problem was verified in our 25 year old HVAC system. Ton worked to find the best package for our needs, and a week later it was installed. Thankful for the cost savings our unit had provided us and the true customer focus that Tom and team delivered!

My heat went out early one morning so I woke up freezing with my 6 month old and 7 year old. It was 5 degrees outside and terrible timing for this to happen. I called Heartland Quality Heating and Cooling and spoke with Tom Davis. He had a technician at my house within 45 minutes and my heat was on within 30 minutes. Never have I had such fast service before and I am a new homeowner so I have made several service phone calls lately. Heartland Quality Heating and Cooling has been the best service call I've made. Tom Davis even called later that day to make sure the kids and I were warm again. Now that is great service!!

I knew we needed a new HVAC system because ours was almost 20 years old. I called a major company in the area and after seeing the price, decided we needed a 2nd quote. Tom from Heartland rushed out on a Saturday to provide the estimate. I was very pleased with how knowledgeable and straightforward he was. He was very up front about the fact that our HVAC closet was not large enough for a whole house humidifier. I did not feel any pressure to commit to the large purchase and there were no pressure tactics.

After comparing the quote from Heartland with the other company, we called Tom to install. The installation was scheduled very quickly and the team arrived on time the morning of the install. There was a small issue during installation but the Heartland team was very responsive and addressed it right away. I am very happy with the customer service, the expertise of the installers, and the quality of my system. I'm very glad I got a 2nd quote for such a large investment in our home.

Awesome company...highly recommend. Very professional technicians and prompt service.