Extremely disappointing experience.
Extremely disappointing experience with Brown Air Conditioning & Heating.
I contacted Brown Air Conditioning & Heating on June 26, 2026, because my AC had stopped working. A technician was finally dispatched on June 29. At the time, Galveston was experiencing temperatures in the 90s, while the temperature inside my home was holding around 95 degrees.
The technician quickly diagnosed a failed blower motor and even mentioned that one might be available in League City. I heard absolutely nothing from Brown for the rest of the day. At the close of business, I had to call them to find out what was happening, only to be told that it could take two weeks to repair my AC.
The blower motor was a warranty part, and Brown wanted to replace it with the OEM factory component. I understand that. However, the problem became the complete lack of urgency and communication that followed.
I independently located the same component through multiple distributors. Brown, however, insisted on using only its preferred League City distributor. Rather than exploring readily available options, I was left waiting.
I eventually contacted Carrier directly in Florida. Carrier's service department escalated the situation and expedited the warranty part to Brown's League City supplier.
Think about that: I had to contact the manufacturer myself to get Brown's repair moving.
For approximately three weeks, my family and I were left dealing with a home that was around 95 degrees, while I repeatedly had to follow up and try to get answers.
And when the part finally arrived, the actual replacement was essentially a five-minute repair.
This wasn't a complicated weeks-long repair. The problem was a blower motor. The part was available through multiple sources, yet Brown chose to rely exclusively on its preferred distributor, and I was the one left dealing with the consequences.
The lack of communication, urgency, and customer service was extremely disappointing. A customer shouldn't have to track down the manufacturer, locate available parts, and repeatedly call the HVAC company just to get their own repair moving.
I will never use Brown Air Conditioning & Heating again, and based on this experience, I cannot recommend them to anyone.
If you choose to use this company, I strongly recommend asking exactly where your replacement part is coming from, when it has actually been ordered, and what alternatives are available before accepting a multi-week repair delay.