At Evergreen State Heat & AC customer trust and transparency are the foundation of our business.  From January 2020 to the present day (June 2025) we have performed about 700 residential installations and had over 10,000 residential service calls.

With a 4.9 Google Rating, the vast majority of these interactions resulted in satisfied customers, there have been times we fell short. In the spirit of honesty and continuous improvement, we want to share some of our most critical feedback—four one-star and two two-star Google reviews.

We’re not sharing these to make excuses. In each of these cases, we recognize we did not meet our standards or our customers’ expectations. Instead, we hope this level of openness demonstrates our commitment to owning our mistakes and learning from them.

Rosemary Carrel (1 Star Service Call, 2024):

• What Happened: Our technician repaired a 20+ year-old Ruud furnace, replacing a failed transformer and relighting the pilot.  The system ran when we left but failed again within 12 hours. When the customer called back, we declined further repairs due to the age and repeated failures of the furnace. She later hired another company, who performed a simpler repair that kept it running.
• What we Learned: While we were following policy regarding aging equipment, we did not communicate clearly enough about costs and options.  We recognize that budget considerations are real and stressful, especially when the heat is out.  Today, our technicians spend more time upfront discussing the risk of repairs on older systems, so customers can make fully informed decisions.

Bharti Arira (1 Star Service Call, 2024):

• What Happened: This customer initially called for seasonal maintenance but also reported a blown AC fuse.  We replaced the failed contactor in the AC and then discovered issues with the furnace blower motor and wheel.  We provided an estimate to perform warranty labor, but did not hear back. Later, the customer reported feeling overcharged and unsatisfied with the visit.
• What we Learned: We could have done better explaining the scope of work and costs before proceeding.  Additionally, this experience reminded us how important it is to follow up proactively after providing estimates.  We’ve since reinforced our practice of confirming satisfaction after service calls, so concerns can be addressed promptly.

Saish Gersappa (1 Star Heat Pump Installation, 2024):

• What Happened: We installed a new heat pump in a rental home.  The tenant, Saish, felt left out of communication when the system had issues, because we coordinated primarily with their landlord who paid for the work.
• What we Learned: Although our policy is to communicate with the person responsible for payment, tenants still rely on clear updates about the comfort and function of their home.  We’ve since adjusted our process to ensure tenants receive timely information, even when they are not our direct customer.

Yi Zhang (1 Star Installation Sales Call, 2022):

• What Happened: A prospective customer called for an installation quote but had difficulty scheduling a meeting.  The salesperson was reportedly rude during the call, leaving a lasting negative impression.
• What we Learned: This behavior was unacceptable.  The salesperson in question was let go in early 2023 due to repeated issues with professionalism.  We’ve strengthened training and accountability expectations to ensure all team members treat every customer with courtesy and respect.

Yanjie Yang (2 Star Service Call, 2024):

• What Happened: We inspected an older system and found the needed parts were no longer manufactured.  We provided a quote to replace the unit, which the customer perceived as a sales tactic rather than finding a way to get the unit working again.
• What we Learned: We understand how frustrating it is to face unexpected replacement costs. Unfortunately, with equipment over 20 years old, sourcing parts can be nearly impossible.  We now strive to set clearer expectations in advance about the risks and potential outcomes of servicing older units.

E. C. (2 Star Furnace Installation, 2024):

• What Happened: The customer purchased a Trane furnace and tankless water heater in 2020. Later, installation issues with the tankless unit required plumbing repairs.  We reimbursed all costs and provided a complimentary flush of the water heater to make amends.
• What we Learned: This was fully our mistake.  Since then, we have stopped self-performing tankless water heater installations and instead subcontract this specialized work to licensed plumbers.  It’s an area where our HVAC expertise alone wasn’t sufficient, and outsourcing has ensured higher quality for customers.

Every company has moments where things don’t go as planned. At Evergreen, we believe the measure of a business isn’t whether it makes mistakes, it’s whether it learns from them and becomes better.

We are committed to doing exactly that. Thank you to these customers for their honest feedback, which has helped us improve. If you’re reading this as a prospective customer, we hope this openness gives you confidence that you’ll be treated with respect, and that we will stand behind our work.