Strand Brothers Service Experts

I had a very good experience with strand brothers tech Raciel Castillo and Michael Chaney today. Raciel arrived first and did a thorough inspection on my hvac unit inside and out explaining everything to me. He was very courteous and very knowledgeable. Michael arrived a little later and between the two of them, I felt that I was getting expert advice. I'm looking forward to my hvac replacement feel I'm in good hands.

I cannot compliment Amber enough. She was more thorough than any service person we’ve had before, she explained everything she did, she has great communication skills, plus a very outgoing and friendly personality. She is an asset to your company! Thank you for your excellent service, Amber!

Strand installed our HVAC about 5 years ago and it was a good experience. They're straightforward and reliable. Not the cheapest, but quality and cost are sometimes correlated and we believe this is one of those cases. Last week, our AC compressor went out. They scheduled us for a service call that same day (surprising during the holidays) and Efrain came out and diagnosed the problem. He was also the one who installed the replacement part and he was efficient and courteous. The part was under warranty but labor was not (which is standard). The booking and warranty process were simple, other than some redundancy between an email telling me to e-sign the estimate and call the main number to schedule, vs. a different person leaving a voicemail with instructions to call her at a different number to schedule. At any rate, it worked out and Strand remains our first call for HVAC work.

I'm extremely disappointed with my current experience of this company. I've worked with Strand Brothers for years and across multiple homes. I only just signed up to be a member and I feel like I've become the lowest priority. I had a UV light installed several months back due to mold (they will only call it bacterial growth) in the system and later had more mold at the registers, most notably in my children's bedrooms. I tried to go through home owners insurance but had to drop the claim as Strand informed me they would not work with the insurance company. I had questions about the issue and necessary work and it took weeks to get a response with another tech being sent to my home for an additional estimate because there were no pictures or proper measurements taken the first time. I've now been waiting an additional 3 weeks for a call back to get any work scheduled. I keep calling in and am being told the issue is being escalated and there's no other notes on my account so no one can help me. My family is exhibiting all of the classic exposure symptoms. My toddler's are having a difficult time breathing through the night. I feel like the only reason I haven't moved on to another company is because I was roped into this membership program that was supposed to provide me a better experience. If this issue isn't handed this week I'm moving on and demanding this membership be canceled.

Strand Service Expert came to the house to provide our 6 month maintenance service. As part of our plan we are to receive a report of the service provided for 2 A/C’s. Since the report was never filled out by Service Expert, I have no idea if they did anything other than take a few readings and some pictures. When they tried to upsell a Hard Start Kit and I said not today, Service Expert was clearly annoyed and gave me the evil eye. Then suggested I call my husband then and there so I put Hub on speaker and Service Expert tried to sell it to him. When Hub asked a few question about a Soft Start Kit, Service Experts said it would be a whole new install 😂. Strand used to be good, but now they are “Service Experts” and send sales people instead of actual technicians who know about products they sell. I could go on about how they give you a ridiculous 4 hour window to wait for the tech to arrive but y’all know.