Bad Communication, Not High Prices, Is the Real Problem in HVAC Industry, New Survey Reveals

September 11, 2025 at 11:44 AM EDT

Survey of 1,000 US homeowners reveals HVAC service companies real problem isn’t price: it’s poor communication.

National study finds homeowners are nearly twice as likely to be frustrated by poor service and scheduling than by the final bill.

AVENTURA, FL - September 11, 2025 - For decades, the HVAC industry has competed on price. A new national survey of 1,000 U.S. homeowners from FIELDBOSS, a leading HVAC software provider, reveals this focus may be misplaced. The study found homeowners are nearly twice as likely to cite poor communication and scheduling issues (38%) as their top frustration over higher-than-expected costs (21%).

The report, “The Real HVAC Problem,” shows a clear disconnect between what contractors sell and what homeowners value. While many companies focus on offering the lowest price, customers care more about reliability and service.

When asked about their biggest fear related to heating and cooling, 47% of homeowners said a system breakdown during extreme weather. By contrast, only 16% cited receiving a large, unexpected bill.

"The industry is in a race to the bottom on price, but our data shows they're solving a problem most customers aren't even worried about," said Jonathan Taub, President of FIELDBOSS. "The real battleground is the customer's cell phone. A simple text message confirming the technician is on their way is more powerful than a 10% discount. Contractors who master communication will own the market."

The "communication gap" identified in the survey includes specific service failures that consistently anger customers:

Difficulty Scheduling: Complex or slow booking processes were a top complaint.
Vague Arrival Windows: Customers reported frustration with unclear "all-day" appointments.
No Proactive Updates: A lack of information about delays or technician status was a major issue.

"This isn't just about customer happiness; it's about profitability," Taub continued. "Every misunderstood appointment, every angry phone call to the dispatcher is a drain on resources. We believe solving the communication problem is the single highest-return investment an HVAC business can make today."

Other Notable Survey Findings:

The 24-Hour Rule: 74% of homeowners expect service for a broken heating or A/C unit within 24 hours.
The Communication Divide: While 50% of customers still prefer a phone call, 24% now prefer text messages for scheduling and updates.

The complete survey findings and analysis are available on the FIELDBOSS blog: https://www.fieldboss.com/blog/hvacs-real-problem-isnt-price-its-poor-communication/

About FIELDBOSS

FIELDBOSS is an all-in-one software solution built for HVAC, Elevator and other field service businesses. By managing quoting, scheduling, dispatch, work orders, and invoicing from a single platform, FIELDBOSS helps businesses eliminate communication breakdowns, improve first-time fix rates, and dramatically increase customer satisfaction.

Media Contact
Company Name: FIELDBOSS
Contact Person: Corry Greenbaum
Email: Send Email
Phone: 877-801-7625
Address:2875 NE 191st St. STE 500
City: Aventura
State: FL
Country: United States
Website: https://www.fieldboss.com/

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Bad Communication, Not High Prices, Is the Real Problem in HVAC Industry, New Survey Reveals

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