Hightower Service

Hightower does a phenomenal job. We have been using them for years. They are reliable, dependable, and always give fair pricing. Also, when we have had issues during the summer, they have always been able to come out in a timely manner.

Hightower fixed some issues with my system caused by my previous vendor and convinced me to buy a maintenance agreement with the incentive that they have a «no fee guarantee» which basically eliminates travel and emergency call fees.
The good news is that I haven’t had any major issues in almost a year. the bad news is that as soon as I did have an issue, they told me that they are discontinuing the «no fee guarantee». They gave me a myriad of excuses why they were discontinuing it, but none of them made me feel any better.
Less than two months after a routine maintenance, I started to hear a hissing noise coming from one of my intakes. It turned out to be a loose blower wheel. I don’t blame Hightower for this, of course, but I am certainly skeptical about this happening so quickly after a thorough maintenance which specifically included inspection of the blower wheel. The technician said that it is not impossible for a blower wheel to come loose all of a sudden, but my research into loose blower wheel issues reveals that most of the time this happens gradually. They also charged me $ 307 to replace it, despite a blower wheel for my unit only costing $ 30 at most. I can’t help but wonder whether the price is that high in order to compensate for the «no fee» part of the guarantee.
I just wish I could find one, totally honest and reputable company that doesn’t eventually try to deceive me in some way. Surprisingly enough, Hightower is one of the few companies that has an excellent rating on the BBB and prior to my review here, not a single complaint anywhere.
EDIT: I just received the $ 307 back from Hightower apologizing for my inconvenience. While I appreciate the generosity, I consider it more of a coupon for 4 free travel fees. I would have been fine if they kept that and just told me they wouldn’t ever be charging me any travel fees as long as I perform the repair. Their office is literally a 10 minute drive from my house.