In gathering quotes for roof and HVAC upgrades, I contacted HUS through Yelp. We have an older home that needs a new roof and our HVAC is 24 years old, so I was starting the process of pricing for replacement.

I was stuck at work the day the technician came (2 hours early) to look at the HVAC system, which was in good operation. The technician asked my wife to turn on the Heat from the thermostat and advised her to go as high as necessary to trigger it to start, so he could check it. He opened the system from the roof, evaluated it and then asked my wife for an $89 payment for the quote. Which she paid. I had set up the appointment via Yelp and there was no disclosure about a fee to come out and quote. I had other companies doing the same and this was the ONLY company to charge.

When I got home that evening I noticed that the fan was on, but there was no heat coming out. Initially I thought it was AC since the air was cool, but it was a fan with no heat. I checked the thermostat and it was set to 76, but our home was in the mid 60s.

The next day I called and asked them to remove the $89. The phone operator was adamant that the fee was accurate. I argued that it is unethical not to disclose a fee for a quote before coming. Their Yelp page even has a contact button that say "Free Estimates!" (which is still there as I type) They would not budge. They did agree to send the same technician back the following day to look at the system.

He was nice enough. Said that our system had been working as expected when he was here the first time and added "I'd understand if you and your wife had conspiracy theories that I did something, but I did not". Who could ever really know.

I just wanted the thing working again and I figured he'd know best what he did and could hopefully undo it. He couldn't. He said it had a fried motherboard which he could replace, but if that still didn't do it, we'd need a new infuser(?). Naturally, I balked at the idea of sinking over a thousand dollars into a system I was looking to replace. I said I needed to think about it. He empathized about the non-disclosed fee and said he would speak to his bosses, but the check got cashed anyway

Then it rained for nearly two weeks and I couldn't get another company out to look at the system. When I finally did, I explained our experience. The new technician identified the previous technician's asking my wife to operate the system from the thermostat as a red flag. "Any good technician would know they could override the system from the unit." The new technician quickly identified a burned out capacitor, replaced it and the system works once again.

In the meantime, I got a quote from HUS for the HVAC replacement and many calls from their quality department asking if I was ready to move forward with the quoted work. They also gave a roof replacement quote, which I was happy to get, that ended up being ~$5000 more than any other I had received. No bueno.

In the end, I paid $89 to have no heat for the coldest, wettest days of 2023.

Tait contacted me right away after my initial review went live. Reconfirming how valuable he is to HUS, he truly does care and is a wonderful to work with and definitely experienced. We chatted about the issues and he took it upon himself to follow-up with the office. He managed every little step (overseeing violation corrections, additional permit pull, arranging for final inspection and following up). He is the main reason why I changed my 1-star to 4.

The installation went fine after showing up late to the appointment.

The problems happened after that. After having a new AC installed and a separate installation for a furnace, I had to send multiple emails and make calls for Home Upgrade to actually finish the services I paid for. The emails go unanswered so I recommend calling if you need anything.

They charge $300 for a HERS test which they don't automatically schedule after installation. There is also a $149 application fee for a permit which they won't actually pull for you unless you make multiple requests. When calling to ask about the permit I was told they won't start a job until a permit is pulled, which didn't happen either time using this company. You have to call to make them get the permit. The first time, nobody from the company came for the inspection which the inspector didn't appreciate. I'm still in the process of trying to get the company to pull a permit for the job they did last month.

They also had the wrong business address on their invoice resulting in my payment being sent to the wrong place and being threatened to have my payment sent to a collections agency.

Also be aware that when you call them you're not actually speaking to someone in their office. Their calls are outsourced so getting any answers takes additional time because you have to wait for the third party to call the office for you.

Zane came to my home for an on-site evaluation regarding reroofing with solar. He was responsive and easy to communicate with. He spent time answering all my questions. An estimate was provided quickly, and he was available for follow-up questions.

Zane came to my home for an on-site evaluation regarding reroofing with solar. He was responsive and easy to communicate with. He spent time answering all my questions. An estimate was provided quickly, and he was available for follow-up questions.

I'm so blown away by all the great reviews.

Tait came out and provided a thorough inspection of the property and gave me options for an upgraded heating system. He is AMAZING! He is the SOLE reason why I chose HUS (assuming that everyone else would be like him). Tate was super responsive, experienced and communicates very well. He gave me
I got estimates from 3 companies. The price was mid-range, so it wasn't a decision made solely on cost, but again, I picked HUS because of the education he gave me and the amazing customer service that he provided.
From the estimate to the installation appointment was pretty quick. This is where everything starts to go downhill.
- I had to call a week later asking when the balance was due.
- I was never told the balance was received
- The tech was late the day of the appointment. Arrival window was 10-12pm. I called at 11:45 asking if the tech was en route. He apparently didn't have all the parts he needed and went to the hardware store. Really?!?! He showed up late. I'm pretty sure if my tenant wasn't home to open the door I would have had to reschedule, but HUS showing up late I didn't get any compensation.
- The tech did not install the mini-split where Tate had told me it would go. NO ONE called to tell me. I called Tate. Apparently no one told him either?!?!
- The install went well past the estimated time of completion, understandably so because the tech arrived late.
- The LADBS final inspection was scheduled and we immediately failed because HUS pulled the wrong permit. It's a triplex which is a commercial license, they pulled a residential.
- Scheduled w/ LADBS again and again. I asked if they tech needed to be on site. I was told 'no, it's not necessary'
- LADBS showed up, and we failed again! Because their tech was not there, in addition to 5 other violations. Maybe my expectation are high, but hiring a company with amazing reviews and licensed, I would expect that they know what they are doing and pull the correct permits.
- The work was done 10/24. It's now 1/31 and we are still screwing around with the inspection and now around of repairs because it wasn't done correctly.
- I had to ask for a final paid invoice. I received an invoice with absolution no content and just a $0 balance owed. I really question how professional they are??? The people are on the phone have been nice, but concisely ignoring my request to be compensated for their lack of knowledge, professionalism and wasting my time and my tenant's time. It's really frustrating that I'm still dealing with this 3 months later. And how know who much longer this will last......
- I constantly have to follow-up with them too.

I hope HUS knows how lucky they are to have Tait and I do hope they get their act together. Maybe I'm just the unfortunate one to get such bad service, but it's getting tiresome and annoying to pay so much money to get such poor service, poor communication and follow-up and lack of knowledge regarding a simple mini-split install and permit pulling.