I recently experienced a duct work failure at my home. The duct work for the HVAC system in my crawlspace had collapsed. The home still has a buyer's warranty so I filed a claim with my warranty company. After some back and forth with the warranty company and the quote from my chosen contractor, they elected to have ****** Heat and ****** Air from Waco, KY bid the job. The warranty company chose to move forward with ****** Heat and ****** Air and agreed to cover $2500 of a nearly $4000 quote. ****** Heat and ****** Air completed their evaluation on October 9th and the entire repair took one month and 2 days. It was completed on November 11th. The experience with this contractor was horrible. If I had been able to go with any other choice, I would have fired them after the first week on the job. There are many major issues we experienced. The owner, *** ******, contacted me by phone to discuss arrangements and required payment of my portion up front. I found this suspicious, however, he was not getting the full amount, as the warranty company's portion is only payable on completing of the work. This was on a Friday and he assured me that someone would be by on Monday to begin tear out of the old ductwork. No one appeared until Wednesday and only after I called and pressured Mr. ****** about when someone would arrive. A technician arrived that day, went under the house for approximately 15 minutes and then came back and asked if they had priced the job yet. I remind him, somewhat gruffly, that I had already paid for the job. He seemed confused and left, saying he would be back shortly. I never saw anyone again that day. This would be a running theme throughout the job. Two technicians returned the next day, stayed for 2 hours of work and left with no explanation. Each time a technician would arrive, they would leave with either no explanation or saying they were going to get materials. They also never called to say when they were coming, just arrived at random times. During week 1, technicians were only present two days for a total of 5 hours of work. This required constant daily contact on my part with Mr. ******. Whenever I would ask when workers would be arriving, Mr. ****** was evasive or ambiguous. This process continued the first 2 weeks of the job with technicians only being present 2 days each week. During the second week, some major issues were experienced. I work night shift and my wife is home alone on weekend nights. A worker had been at my house on Friday for a few hours tearing out ductwork. At 10:45pm that night, the worker returned unannounced , pulled his vehicle into the front yard, and shut the lights off. My wife, being home alone, became frightened and phoned the police. The issue was cleared up, but I consider this a serious violation of my property and privacy. The workers did not drive marked work vehicles with a business logo and always arrived in different vehicles. My wife had no idea who this was, as it was a different vehicle from earlier that day. During the third week, I gained some insight as to why things were so awry with this company. One of the employees had not been paid for nearly a months worth of work. He showed up at my property trying to find *** ******. I asked him what the problem was and he revealed to me text messages between him and the owner, regarding my propeorty and job, that showed many internal problems at this company. The other employees verified his claims. 1. None of the employees had been paid for their work in nearly a month, some longer. Therefore, many were refusing to work. They are no supplied gas and are required to pay their own expenses. 2.Employees are not paid overtime, yet often are required to work as late as 11pm. 3. The text messages showed that this employee had been told to leave my property to go to other jobs. The messages from the owner explicitly instructed the employee to lie about this fact, saying he was leaving to get materials. Other employees verified that this is why they left as well. 4. The owner requires payment upfront because they have no general funds with which to purchase materials. Payments from one job are used to finance other jobs. I realized they given these internal issues, my job would be constantly pushed back and no real progress would be made. I notified Mr. ****** and the warranty company that I would be contacting a lawyer to abritrate a settlement for completion of work, if the job was not completed by the end of October. This is when Mr. ****** assigned a technician named ***** to the job. ***** was an excellent technician, but still had trouble completing the work as Mr. ****** frequently sent him to other jobs in areas of the state up to 3 hours away. It was explained to me, that in order to keep the business running, Mr. ****** was constantly accepting jobs he did not have adequate staff to meet. Thanks to ***** the work was completed within a more reasonable time frame, but this required him and his assistants to often come at the end of the day and work until as late as 10-11pm. No employee or customer should be subjected to work well after business hours. This was an imposition on our home life, as well as the home lives of the employees required to keep this schedule. There is no way I could ever recommend ****** Heat and ****** Air to anyone in the Central and Eastern Kentucky region. After looking over the records I kept of this job, it required approximately 36 hours of labor. This job could have realistically been completed within a timeframe of 4-5 full time days. However, this became stretched over nearly 33 days during which the coldest weather of our season began. The duct work and heat were operational by Nov. 3. We were left with three small tasks: 1. A rusted register boot needed replace. 2. The system needed refrigerant . 3. The trash needed picked up. It took near daily messages requesting these jobs be completed. At each inquiry Mr. ****** would be evasive or ambiguous or sometimes send nonsensical answers to my messages. These tasks were completed on Nov. 11th after 7 days of pressuring the owner to complete the work. I requested that I keep all scrap metal from the job to recycle, therefore I separated it out into a different area of the property. Mr. ****** arrived with no notice while we were gone, picked up the trash, and proceeded to take some of the metal I requested to keep. In summary: 1. Horrible communication 2. The owner lied frequently about when workers would arrive. Either they would arrive at times other than stated or would not arrive at all. The owner even once told me that the technician was five hours late because his son was sick. When I inquired with concern to the technician, he said that was a lie. They had acctually been sent to another job. 3. Horrible management of time and resources. Employees pulled from jobs, shuffled between jobs in an attempt to appease and stall customers. 4. Poor working conditions for the employees. 5. Very slow service. A reviewer on another site suggested the company be called Little Heat, Little Air, and Little Work. I feel this is appropriate. 6. Blaming employees for problems. Any critique was met by blaming the employee that the work wasn't being done. Everyone knows this is the sign of a poor manager and contractor. Please do not hire this contractor.