NWA Cooling & Heating

My sons furnace went out on New Years Day. I checked on the manufacturer's website and the first name listed was NWA Cooling & Heating. I called and Will, the technician, answered the phone on the third ring. After a brief discussion I had him come and repair the furnace, which is in the attic. He had the parts in his truck and an hour and a half later all is in working order.

DO NOT USE THESE GUYS. They're illegitimate, unprofessional and treat their customers like crap. This is a good example of what happens when a trashy HVAC technician incapable of working for someone else goes into business for themselves and thinks they can make it because of the COVID environment. My upstairs air conditioning stopped working around June 15 and I submitted a claim to my home warranty company. They contacted NWA cooling and heating and sent one of their technicians out for a diagnosis. Their technician found an unrepairable leak in the evaporator coil and submitted that as the diagnosis. The outside compressor was 32 years old and my warranty covers SEAR matching and compatibility upgrades for the current freon type. I called and spoke with Tom who argued with me for 10 minutes about recommending to home warranty to replace the compressor althouh it was the right thing to do for compatability. He finally did and the home warranty company agreed to replace it. So now 2-3 more weeks go by and I'm waiting on the parts to arrive from the home warranty supplier and for NWA to pick them up. The home warranty company calls and says the parts have been ordered since July 8 and wants to know if I've heard from NWA. I called NWA and they advised the parts weren't available yet but were on the way. I mentioned to Tom Calhoun, the owner, that there was $1800 in uncovered charges the home warranty company claimed I would owe at the time of installation and I just wanted to verify the charges to make sure they're correct. He said to call him on Monday and we could discuss. I tried calling that Monday and left a message for Tom to call me, to which he didn't respond. I called again Tuesday 7/18 and started getting very disrespectful text messages from Will Calhoun, threatening to cancel my work order and saying they will call me when they get ready. I responded that I wanted them to call me and let me know what was going on. Tom then accused me of calling repeatedly (dozens of times) at every number I could find, which is a complete lie. I've only called a few times and only one number. I tried to call Tom to see what was going on, he picked up the phone and yelled at me not to contact them and hung up. I've been without upstairs air for a month and it was 104 degrees outside when they cancelled my work order, showing no regard for my family's saftey.

I would give them zero stars if I could, because after weeks of waiting for my heater to be fixed all through the month of January, that is all the more work they did for us: zero. We first called them on Dec. 23rd, 2022, when our upstairs heater (a heat pump system) stopped heating. We have a home warranty from buying our house, so we found this company through them. We were told by Tammy, the receptionist at NWA Cooling and Heating, that we would have to wait until Dec. 27th for a technician to come out and assess. We understood as the very big cold snap had just happened, and we know how heating units tend to go out when they get taxed. The tech came out and told us our "compressor was busted and leaking freon" and that we would need a new part. He said it would take 2 weeks, one week to get the part in and one week to get an appt scheduled to come out and fix it. After one week, we heard nothing from them and so called to find out if the part had come in. Tammy told us that she did not know anything and would have to check with her boss. Another week went by, we called again. Got told the same thing. Another week went by (three weeks by now), and we still don't have an ETA on the part. In fact, we don't even know if anyone has ordered it. So, I found the text number of the technician and shot off a text to him asking his help. At the point, Will C. answered my texts to say that the warranty company gave him no ETA on the part. He then tells us that he has the part in stock though and that if we want to pay him directly and by-pass the warranty company or buy a whole new system, he can do that right away. I told him that it sounds like he is just trying to sell us a whole new system. BTW, all this time, we were never given a written estimate of how much this was going to cost. So over texting, he drops me a bomb that even with the warranty, our part will likely be between $1-2K! Okay, so we wait ANOTHER week. I text again. This time I am told by Will C. that he still knows nothing about our part and that we are not a priority since this is only an upstairs heating unit. So, I start to get frustrated but not rude in any way. Just trying to understand what is happening with our ordered part. At this point, he tells me that I am being hostile to him (because I was trying to hold him accountable to doing his job). At this point, Tom C. steps in to text with me. So, I have to start all over with him! In the meantime, my husband is talking to the warranty company. After I can still not get an answer on an ETA for my ordered part, Tom C. tells me that I am not being courteous. (It's not like he was being courteous in not giving us answers and leaving my kids without heat for 4 weeks and not giving us an ETA on our part or a written estimate!) The whole time I kept saying it would be better to discuss this on a phone call instead of through texting, but they would not call us! Of course, we could not call them because all we ever got was Tammy stalling us! Did he ever call us? No! So still on texting, he abruptly says that he is terminating his service to us! In the meantime, we found out from the warranty company, that at the point of my last text with Tom C., the part had been sitting for them to pick up for the last 3 days! They simply had done nothing to see if it was in! But wait! It gets WORSE! Even the warranty company was appalled and they gave us another company to contact. That company came out the very next day! They couldn't believe we had been waiting 4 weeks in the cold of winter for service! They took a look and found absolutely nothing wrong with the system. They explained that since it is a heat pump, it was just at the limit of its ability to heat on those very cold days. They saw no evidence of a "busted compressor" or "leaking freon." In fact, they said the freon pressure was normal. No new part was needed and we could turn it back on. Unbelievable! I don't know what kind of racket these guys at NWA Cooling and Heating are running, but I would run away from doing business with these guys. Don't be surprised if my review is followed up by someone giving them 5 stars. I would not be surprised if these guys now pay some buddy to get on here and give them a good review to counter my bad one!

Owner very confrontational. I contacted the office multiple times to tell them the key issue and was repeatedly told owner would contact me. In the peak of the heatwave, I was quite upset. Instead of understanding, owner told me to shut up on phone. Workers are good, but don't support this owner.

Great job at my home. Seems honest!
I will use them again.
Found them via home warranty called
Choice.