I booked a yearly air conditioning service with West Air and received an email confirmation stating the technician would arrive between 7am–12pm. I organised my morning around this and missed work to be home for the appointment. By 12:30pm no one had arrived, so I called the office only to be told I was actually booked in for the afternoon.

I explained that I had an email confirmation from them stating 7am–12pm, however the person I spoke with insisted I was booked in the afternoon. After I explained I needed to leave for work and that if the technician couldn’t arrive within 30 minutes to cancel the appointment, they suddenly managed to find a technician who could come within 10 minutes.

When the technician arrived, he told me that in his system I was actually booked between 3–4pm, which clearly shows there was a breakdown in communication internally.

While the technician was here, I asked about getting a quote to extend my ducted air conditioning into another room. He told me it wouldn’t be a problem and that he would add the details to his notes so the office could organise a quote.

After one week with no communication, I called the office to follow up. I was told it would be escalated to the manager and I should receive the quote shortly.

Four days later I still hadn’t heard anything, so I called again. This time I was told the staff member I had previously spoken to had gone home sick after our call and that my request would now be escalated to the quotes team.

After another few days with no contact, I called again and was told the request still hadn’t been actioned but that I would hear back by the end of the day.

That was yesterday, and it is now two full weeks later since the service and I still have not received a quote or any communication.

At this point I can only assume West Air Conditioning is either too busy or not interested in additional work from existing customers, which is disappointing given I had intended to proceed with the extension.

Unfortunately this experience has been frustrating from start to finish — from incorrect booking times and missed work, to a complete lack of follow-up.

If your looking for an air-conditioning company that go over an above, look no further than West Air. The crew of Tyson, Harry and Reece not only installed a fantastic system, they saved my house. While they were doing the installation my Dryer caught fire and i was unaware. Identifying the issue Tyson went into overdrive getting the fire extinguisher, while Harry grabbed my 15 week old puppy and made sure he was safe, Reece opened doors and windows to help the smoke get out of the house. This level of care and dedication goes over and above customer service. Tyson is a 5 star hero in my eyes. Give these guys a go, cant recommend them highly enough

I saw a few mixed reviews before booking, but my experience was excellent from start to finish. Their office was always quick to respond and made the whole process smooth.

From the moment they came out to do the quote to installation, everything was fast, efficient and extremely professional. The boys worked hard all day, were respectful in the house and the final installation is clean, modern and top-quality. I’m genuinely impressed.

I went with the AirTouch 2+ system and it’s honestly surprising how easy it is to use, really intuitive and I can control the whole house from my phone, even when I’m not home. It makes the whole setup feel premium.

Highly recommend based on my experience.