Customers frequently praise the company's punctuality, clear communication, and thorough diagnostics for services like heat pump installations and maintenance. Reviewers note that technicians are knowledgeable and professional, often explaining repairs and offering competitive pricing for new systems. However, low-star reviews criticize unexpected upselling, high service fees for minor issues, and a lack of follow-up on unresolved problems, with some customers reporting dissatisfaction with the final outcome or billing practices.
Google rating: 4.9 out of 5 from 466 reviews (94% five-star).
Reviews on this page: 466 Google reviews (317 with written comments, 3 with photos).
Owner responses: the business replied to 100% of reviews.
Reviews from Google, shown as published (original wording, unedited).
SL
Shawn Looney10 reviews
★★★★★
Adrian arrived late because his previous job ran long. But he did a great job cleaning and diagnosing the heat pump unit. He is very reliable. Quality work. Gave us a bid for additional work.
Price assessment: Reasonable price
Price: $1,000–1,200
Services: HVAC system maintenance, Heating system repair
Positive: Responsiveness, Quality
Response from the owner · 7 months ago
Thanks so much, Shawn. I’m glad Fred was able to get everything dialed in—from the thermostat calibration and duct insulation to rewiring the condensation pump correctly—and that you found him trustworthy, efficient, and professional. We really appreciate you taking the time to share this.
Karen, thank you for the 5-star review. I’m glad we could make it out the same day—especially on Thanksgiving—and get your furnace heating properly so your home was warm and cozy in time for the holiday. We truly appreciate your continued trust in our service.
Great service as always, thank you! On time, quick and thorough. Always feel we are in good hands!
Price assessment: Great price
Services: HVAC system maintenance
Response from the owner · 2 years ago
Hello! Thank you for the great review - it means a lot that you took the time to share your experience with our HVAC service. We're committed to working really hard to provide everyone with a first-class experience - it's our #1 goal. Your feedback makes all the difference - it really helps us shape the future of our company. We look forward to serving your HVAC needs again - our technicians is always ready to take your call. On behalf of the entire team, Thank You!
Excellent Service! On time/ through diagnostics and everything was done professionally and will definitely use again!
Price assessment: Great price
Services: HVAC system maintenance, A/C system maintenance
Response from the owner · 2 years ago
Hello! Thank you for the excellent review of our HVAC service! We're committed to working really hard with our technicians to provide everyone with a first-class experience - it's our #1 goal. Your opinion is valuable to us as it helps us shape everything that we do. Looking forward to serving your HVAC needs again - our team of technicians is always ready to take your call. Thanks again for choosing us!
The individual was very knowledgeable and explained the adjustments he was making.
Response from the owner · 2 years ago
Thank you very much for your positive rating. We sincerely appreciate it. Looking forward to serving your furnace repair next time. Until then, always feel free to reach out - we are here for you. Thanks
Adrian showed up on time and promptly began working. Determined the problem with our mini split system quickly and efficiently. Adrian also answered all of our questions and assisted us with signing up for their maintenance plan.
We determined to install a newer system rather than sink money to fix current system. Appointment was set for new system.
Joel arrived discussed options, sizes and models. We opted for a the Daikin Atmosphera models. They scheduled our install 2 days later. We went with two systems, 24ooo BTU and a 12000 BTU to serve our situation the best.
They arrived on time day of install, Had the old system removed and the 24000 BTU system in by noon. The 12000 BTU system was completed by 4:30. The tested the systems, cleaned up the work areas in and out of the home.
Bothe systems are working better than I expected. The sizing for each unit was spot on. They are heating designed spaces with little effort, thus saving us more.
The entire experience was wonderful. No pressure, answered all questions with absolute professionalism.
I would highly recommend this company for all yur Mini-Split needs.
Philip
Philip
September now. Adrian came out one did the maintenance on our mini-split systems. He did a great job in minimal amount of time. So glad we found this company. Highly recommend them.
Philip
Price assessment: Great price
Price: $100–200
Services: HVAC system maintenance
Response from the owner · 8 months ago
Thank you so much for your review, Philip! I'm delighted to hear Adrian and Joel provided prompt and professional service, ensuring your needs with the Daikin Atmosphera systems were met perfectly. It's great to know the installation exceeded your expectations and that everything is working efficiently. Your recommendation means a lot to us!
UPDATE: Shortly after posting this review, I received a personal phone call from the owner. He sincerely apologized for the entire experience and explained that they have been working through some challenges recently. He made things right with me about the water heater visit and even offered a great deal on the EV charger installation. Even though I had already booked another company for the charger, I deeply appreciate the owner stepping up, taking accountability, and making it right. Good leadership goes a long way, and because of how this was handled, I feel much better about them and will gladly give them my business in the future.
Original review as follows:
I really wanted to support a local business—they are just five minutes from my house and right across from my dog's vet—but my experience with Best Owner Direct was full of red flags and terrible communication.
It started great at a home show where we 'won' a free water heater check. I scheduled them to swap my anode rod during the visit. The tech was polite and flushed the tank well, but the final bill was $292.10. That felt steep considering the truck roll and maintenance were supposedly free, and he would have had to open the access panel anyway. Worse, the tech tried to test my heating elements while the tank was completely empty—a massive error that can permanently burn them out. He then claimed my top element was 'dead' and quoted me $383 for replacements. I declined, and my water heater is still running perfectly months later.
The final straw was their customer service. At the home show, they quoted me $600 for an EV charger installation. Starting in February, I called multiple times to get it on the schedule and was repeatedly told they would call me back. Eventually, a manager admitted their electrician might be leaving. I was flexible and offered to book six months out just to lock in the price. The manager said, 'Wait, I have an idea, let me call you back.' He never did. Months later, I called just to ask for a referral to another company. They promised to email me one. Crickets. Between the questionable diagnostic methods, the high bill for a 'free' visit, and being constantly ghosted, I cannot recommend them."
Freddie was very nice and did a great job. Love your new guy Arel!!
Services: HVAC system maintenance
Response from the owner · 4 years ago
Thank you for taking the time to leave us a great review. We’re glad we left you with a great experience and look forward to working with you in the future!
Recently had a heat pump system put into our new home. From the initial phone call to installing everything and everyone was easy to work with and went off without a hitch. Would highly recommend their service.
Price assessment: Reasonable price
Services: Install thermostat, Install AC
Response from the owner · 2 months ago
Thanks, Chris! We’re glad the whole process—from the first call through the heat pump installation in your new home—was smooth and easy. We really appreciate the recommendation.
Very committed to their clients - received immediate service, really attentive to details and really kind - all the techs have been both patient and really lovely while making repairs for our units.
Services: HVAC system maintenance, Ductless heating & A/C services
Response from the owner · 4 years ago
Thank you for taking the time to leave us a great review. We’re glad we left you with a great experience and look forward to working with you in the future!
