“Service man identified problem and unclogged water trap in a couple minutes. He then said he was over the $139 Service fee quoted on phone and to sop up some water in tray and run air through line out to spouting it would be $189. I was not happy with it but needed the job completed so agreed. When he was done he said it was $319. You just lost a customer. Maybe many after I tell other people.”
Hello Chelsea,
We’re sorry to hear you were unhappy with your service. We want to be clear about what was performed and why the charges were applied. That said, repairs are never performed without customer approval — and in this case, the quoted work was reviewed and approved before we proceeded.
Time Onsite
Our GPS records show the technician was at your home for about 1 hour total — not just a couple of minutes this does not include his travel time either. That time included diagnosis, performing the cleaning, verifying operation, and ensuring no additional issues were present before leaving.
Services Performed
Diagnosis: Technician identified the cause of the water leak — a severely clogged drain line.
Drain Cleaning: The drain trap and line were fully cleared and flushed. This was not a quick unclog; the buildup shown in the photos demonstrates it required proper cleaning.
Water Cleanup: Water in the drain pan was removed and the line was tested by running airflow through to ensure proper drainage outside.
System Check: The system was cycled to confirm the AC was operating correctly after the repair.
Maintenance History
System installed in 2021.
Aside from the free maintenance provided at install, only one service visit has been performed since — in January 2025, and that was only for the heating side.
The AC portion of the system had not been maintained, which directly contributed to the drain clog.
Why This Matters
Your HVAC system runs more hours each year than your vehicle. Without routine maintenance, clogs and failures like this can occur. Regular maintenance is designed to prevent exactly these kinds of emergencies. Lack of maintenance will also void your warranty according to manufactures.
Cost Explanation
The $319 charge reflects more than just time onsite. It covers:
Getting a licensed, trained technician with the right tools and skillset to your door.
Diagnostic time, performing the repair, and verifying the system was safe to run.
Business operating costs that allow us to provide 24/7 service, warranty backing, and trained professional staff.
We understand no one enjoys unexpected repair costs. However, no repair was performed without your approval. Our technician explained the work and pricing, and the service was completed with your consent.
We appreciate your feedback, and we strongly recommend regular maintenance on your system moving forward to avoid these types of issues. We wish you the best of luck.
Thank you again for your feedback.
“Redmond’s installed a mini split/heat pump system recently. The quote process was very informative and professionally handled.
Hunter and Reese did a yeoman’s effort, installing the new compressor and two mini split heads in blazing heat and sun. They did an exceptional job were very fastidious, cleanly, and professional.
The system works like a champ, And we forgot how nice it was to have “central air” in a Century old house.
Looking to add or upgrade your HVAC system and/or anything that Redmond’s handles, do yourself a favor and let the professionals at Redmond’s come out and give you an estimate. You’ll be glad you did!”
“Absolutely outstanding service from start to finish — Brad Ferguson from Redmond's Complete Comfort truly sets the gold standard for what a Project Manager should be. From our very first meeting, Brad dedicated over three full hours to our initial consultation, during which he meticulously walked through our entire home, took measurements, and performed all necessary calculations. He then took the time, right there in our driveway, to craft an incredibly detailed and comprehensive quote. What impressed us most was the structure of the quote — four distinct options with in-depth summaries, explanations, pros and cons, and clear pricing. It was clear Brad had invested the time and effort to tailor each option to our home’s unique needs. He also walked us through a variety of financing options and spent time making sure every single one of our (literally) thousand questions were answered thoroughly and thoughtfully.
We had six other quotes from different companies and contractors, but none came close to the level of professionalism, knowledge, and genuine care that Brad brought to the table. His energy, passion, and enthusiasm were unmatched, and he clearly takes immense pride in his work. What really set Brad apart was his commitment to being a true advocate for us. He never once pressured us to make a decision, fully understanding that we had other proposals to consider. Instead, he extended his time and availability, patiently fielding all of our follow-up calls — even on weekends — always with kindness and clarity. His ability to listen, explain, and advise without any sales pressure made all the difference in our decision-making process.
Ultimately, we chose Brad and Redmond’s Complete Comfort to install two systems — two mini splits on our first floor and an air handler with a heat pump for the second floor — and we couldn’t be happier with that choice. Brad worked with us from top to bottom and made the entire process seamless. His technical expertise and customer-first approach gave us total confidence every step of the way. We wholeheartedly give Brad a 10 out of 10 and would enthusiastically recommend him to anyone looking for not just a contractor, but a trusted partner in their home comfort project.
Brad’s communication throughout the entire process was nothing short of exemplary. From our first interaction to the final decision, he maintained clear, prompt, and professional correspondence. Every detail was transparent, and he never hesitated to clarify technical components or installation logistics in a way we could understand. His ability to translate complex HVAC solutions into practical language empowered us to make informed decisions. Moreover, Brad’s thorough understanding of building codes, energy efficiency standards, and system performance helped us feel confident that we weren’t just getting a solution that “worked,” but one that was strategically planned for long-term value, comfort, and reliability. His commitment to excellence was evident in every step, and it’s clear he views each project as a partnership rather than just a transaction.
Again, a huge shout-out to Brad!
Sincerely,
The Finks”
“Josh was GREAT! Helped us out with an emergency electrical issue.”
“The Redmond techs did an amazing job installing our new furnace and ductwork.They were very professional, knowledgeable, polite and explained everything we needed to know about our new furnace and thermostat.I would recommend their services to everyone.Great job, guys !”
“Tyler did a fantastic job from first phone call through install and explaining everything at end of the installation. Communication was A+.
Knowledgeable and friendly. Thank you.”
“Our technician Mark Zoerner was very professional, friendly, thorough in his inspection and service. Would recommend him in the future.”
“Your serviceman was polite thorough, and knowledgeable of the job. Would recommend him to service our furnace again”