Perfect Home Services

*My review keeps getting removed*. No longer the Perfect Home Services company after being acquired by ABC.

Bought two furnaces and two AC units from PHS in 2022. Experience was fine including the routine tuneups. The scheduling was great, the techs were awesome, etc. Fast forward to 2025 and unknowingly the company was acquired by 4ABC (just search this company for reviews). This is when problems started around scheduling and pricing. In 2025 the membership structure was poorly communicated and existing customers were automatically enrolled in to their new monthly pricing.
VIP memberships used to cost $180 for an unlimited number of HVAC units covered per household. Now it's $19.97 a month for a single unit.
$19.97 x 12 = $239.64 for a single unit. This is nearly double what I paid for unlimited units.
$239.64 x 2 (two units) = $479.28 is a 166.267% increase from $180.00.

I reached out to the head of VIP Michelle asking the following.

Membership:
1. When exactly was my previous VIP plan converted to the new model? Was it February 1st, 2025?
2. How were the VIP plans converted? Was it done automatically? Did it require confirmation from customers?
3. Were the plans effectively expired or replaced? This is a bit confusing given each customer could have different VIP renewal dates.
4. If there was a replacement, were customers who paid in full for the prior VIP plan reimbursed or credited for any early replacements?
5. Given I have two systems, why would my newly converted VIP membership only include coverage for one unit given Perfect Home Services installed two and have serviced two since purchase?

Communication:
- The 4abc acquisition of Perfect Home Services
- The VIP membership structure changes
- The price increases
For the following items above, can you confirm what email or physical addresses any notice/communications was sent from and whether there is any record of them being delivered to my account? Customers may not even be aware of all these changes from a cost and coverage
prospective and their warranties depend on it.

Price Increase:
Under the former Perfect Home Services plan, I paid $180/year for unlimited units.
Under the new plan, covering two systems would cost $479.28/year, which is a 166% increase.
Can you provide an explanation for what specifically justifies this pricing change for existing customers?

Instead of providing customer support, she provided sales support by selectively responding to specific questions. I have yet to come across the email regarding the price increases as well as knowing what email address it came from. I got zero response or care regarding justification on the price increases and how it impacts existing customers. I also didn't get interest in ensuring other existing customers are fully aware of these changes.

Seems very focused now on maximizing profit for private equity vs customer experience. A long partnership effectively ruined by an acquisition. I never would have bought the units given how the company turned out. Putting in cancellation today.

This company's customer service and courtesy is the very best! Technician Michael Sanchez performed an A/C and Furnace Tune-up. He was extremely thorough and answered all my questions with great expertise. I highly recommend him and this company.

You can get a real human to answer 1out of 14 phone calls (yes, that’s how many times I had to call to schedule a simple fall service appointment. ) They have all AI attendants answering calls and it’s pretty bad. I have shared my opinion with the company directly. Service tech was good. But none of this should be 👆👆 hard.

Update 10/21: Perfect Home reached out to better understand the barriers their new AI technology is adding to scheduling their services and to advise it is still being tested. I appreciated the conversation.