⭐ 4.5/5
**EDIT 8/27/26: POSITIVE UPDATE**
I’m very happy to be able to update this review with a positive resolution.
I was finally able to speak directly with **Jack, a manager at Aztil**, and had the opportunity to fully explain my frustrations, concerns, and honestly, the exhaustion I felt after everything that had happened. Jack took the time to hear me out, discuss the situation with me, and ultimately we were able to reach a resolution that I feel was fair.
Most importantly, the way the situation was handled once I connected with Jack has allowed me to **regain my trust in Aztil and feel comfortable continuing my relationship with the company.**
Thank you, Jack, for taking the time to actually listen to my concerns and work toward a fair resolution. I genuinely hated that I had to take this situation to the internet to get someone's attention, as that is far beyond what I would normally do. I would have much preferred to resolve everything privately from the beginning.
I’m leaving my original review below because it accurately reflects the experience and frustration that led me to post it, but I also believe it's equally important to acknowledge when a company steps up and makes an effort to make things right.
**ORIGINAL REVIEW:**
I have been an Aztil customer with a quarterly maintenance agreement and unfortunately, after this experience, I had completely lost confidence in both their diagnostic process and customer service.
My approximately four-year-old AC stopped functioning properly and began shutting down due to high head pressure. Over several weeks, I followed Aztil’s recommendations and paid significant out-of-pocket costs while they replaced/troubleshot multiple components, including the TXV valve and reversing valve, performed an acid flush, and recharged the system. The problem continued.
Aztil’s own service report ultimately recommended addressing valves/piping associated with the building’s water system. After the water-side piping serving my unit was flushed by onsite building maintenance, my AC began working again.
This left me questioning why water flow or a restriction wasn’t investigated or brought to my building’s attention before I incurred the cost of multiple repairs that did not resolve the high-head-pressure issue.
I emailed Aztil requesting that management review my repair history, explain the diagnostic decisions, and discuss my expenses. After more than a week, several follow-up calls from me, and an additional follow-up from my father, I still had not received a response, which ultimately prompted me to post this review.
I understand that HVAC diagnosis can involve troubleshooting and that not every problem is immediately obvious. My biggest frustration became the lack of communication when I was simply trying to understand what happened and why.
**Thankfully, I can now say Aztil ultimately heard my concerns and worked with me toward a fair resolution. I appreciate Jack stepping in and giving this situation the attention it needed.**
Response from the owner:Thank you for your feedback, Madeline. We take customer concerns seriously and regret to hear about your experience. We invite you to reach out to us directly so we can address your concerns and discuss your repair history in detail.
