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How Do You Ask HVAC Customers for a Google Review by Text?
Short answer: HVAC companies should text every customer their Google review link the same day the tech leaves. Name the tech, thank them, and ask for an honest review. Do not offer a discount, a free tune-up or a gift card. Do not text only the happy customers. Google removes reviews that come from incentives or from picking who gets asked.
- Google lets you ask customers to visit a review link or scan a QR code.
- Google bans payment, discounts, free goods or services in exchange for reviews.
- Review gating, asking only the customers you think are happy, goes against Google's policy.
- Send repair texts before the van leaves, tune-up texts that afternoon and install texts after a full day.
- Send one reminder about three days later, then stop.
- Federal rules can treat a text as a call, so record consent and honor STOP.
An AC tech fixes a no-cool call in 90 minutes and gets a handshake. The customer means to leave a review and never does. A text sent from the driveway fixes that. This page gives you the texts, the timing for each kind of HVAC job, and the rules.
What is a review request text?
A review request text is a short message sent after a job. It thanks the customer and gives them a direct link to your Google review form, so one tap opens the star rating.
Google allows this. Its Business Profile help says you can ask customers to visit a Google link or scan a QR code to leave a review (Google Business Profile Help: read and reply to reviews). The customer needs a Google account to post.
Why do reviews matter so much for an HVAC company?
People hire an HVAC company when something is broken or when they are about to spend thousands on a new system. They look for proof first.
In an ACHR News survey of 782 homeowners (fieldwork April to May 2026), 54% said they would use Google Business to research an HVAC contractor, 45% would use contractor websites, and 37% would look up HVAC contractor reviews through AI tools such as ChatGPT. The survey asked what homeowners say they would do, not what they did (ACHR News: myCLEARopinion homeowner survey (2026)).
A separate Scorpion report of about 2,000 homeowners across home services found 87% would not hire a business rated below 4 stars. It also found 67% of business leaders struggle to collect reviews consistently (ACHR News: Scorpion industry report (2026)). So a steady habit of asking puts you ahead of many rivals.
There is also a hint that reviews feed AI answers. A Zarla study from August 2026 asked ChatGPT and Google's AI Mode for the best business in 10 trades (HVAC contractor was one) across 10 US cities. Named businesses had a median of 444 Google reviews. Businesses that were not named had a median of 192. Ratings were close, 4.9 against 4.8 (Zarla: AI Visibility Index (2026)). The study mixes all ten trades and is a one-day snapshot, so treat it as a hint. For the numbers, see how many Google reviews an HVAC company needs.
What are the rules for asking for reviews?
Two rules matter most. Both come from Google, and the FTC backs the first one.
Rule 1: No payment, discounts or free work for a review. Google's policy lists "payment, discounts, free goods and/or services" as incentives you may not offer for a review, or for changing or removing one. Reviews posted because of an incentive are removed from Maps (Google: Prohibited and restricted content, fake engagement). In HVAC, the usual trap is "leave a review and get a free filter" or "a free tune-up next spring." Do not do it.
Rule 2: No review gating. Gating means sending the review link only to customers you think are happy. Google's policy says you may not "selectively solicit positive reviews" or discourage negative ones. It also says not to request specific content, including content that names a staff member (Google: Prohibited and restricted content).
That last point matters for your texts. Saying "Mike was your tech today" is fine, because it helps the customer remember who came. Writing "please mention Mike in your review" asks for specific content. Keep the first and skip the second.
The FTC has a rule too. Its 2024 final rule bans offering compensation or incentives conditioned on reviews expressing a particular sentiment, positive or negative. It also bans suppressing reviews by physical threat or unjustified legal threat. The rule lets the FTC seek civil penalties against violators (Federal Register: FTC final rule on consumer reviews and testimonials (2024)).
Do you need permission to text a customer?
Federal telemarketing rules can treat a text as a call. The FCC rule says "the term call includes a text message" for the purposes of that paragraph. The same rule requires prior express written consent for certain telemarketing calls and texts. A reply of "stop," "quit" or "end" counts as a valid opt-out, and you must honor it within ten business days (47 CFR 64.1200, Cornell LII).
A plain thank-you with a review link is not clearly an ad. The line is not always clear, though, and some states add rules. This is not legal advice. Here is a safe habit:
- When the customer books, ask: "Is it OK if we text you your tech's arrival time and a quick review link after?"
- Write the yes in the job notes or your field-service app.
- End every text with "Reply STOP to opt out," and honor it right away.
- Ask a local lawyer before you text a long list of past customers in bulk.
Review request text templates for HVAC companies
Pick one per job type. Swap the bracket words for real ones. Keep it short.
| Job | Text |
|---|---|
| AC or furnace repair | "Hi [Name], it's [Tech] from [Company]. Glad we got your [AC/heat] running again. If you have a minute, an honest Google review helps a small shop like ours: [link]. Reply STOP to opt out." |
| Seasonal tune-up | "Hi [Name], thanks for letting [Company] check your system today. Here's our Google page if you want to share how it went: [link]. Reply STOP to opt out." |
| New system install | "Hi [Name], your new system is in and running. Thanks for trusting [Company] with a big job. When you get a moment, an honest Google review would help: [link]. Reply STOP to opt out." |
| Heat pump or mini-split install | "Hi [Name], your new heat pump is up and running. If you can, tell others how the install went on Google: [link]. Reply STOP to opt out." |
| No-heat or no-cool emergency | "Hi [Name], glad we could get you comfortable again tonight. When you get a moment, an honest review would mean a lot: [link]. Reply STOP to opt out." |
| Second ask, 3 days later | "Hi [Name], [Tech] again. No pressure, but if you didn't get to it, here's the link: [link]. Reply STOP to opt out." |
| Landlord or property manager | "Hi [Name], thanks for the work at [Address]. A Google review from you helps a lot: [link]." |
Never write "leave us 5 stars." Asking for a specific rating steers the customer. Ask for an honest review.
When is the best time to ask in an HVAC business?
Time it to the moment the customer feels the result. That changes by job.
- Repairs and emergencies: Send the text before the van leaves the street. The customer just felt the cool air or the warm vents, so the memory is fresh.
- Tune-ups: Send it the same afternoon. There is no big "wow" moment on a tune-up, so a fast, short text works better than waiting.
- New system installs: Wait until the system has run through a full day or night. Then send it. The customer has now seen it hold a temperature. An install review is worth a lot, because it comes from a person who just spent thousands.
- Maintenance plan members: Ask after the first visit of the year, not every visit. See how to market HVAC maintenance plans for how those visits fit your calendar.
Busy weeks make this harder. In July heat waves and January cold snaps, your techs run from call to call. That is why the text should go out on its own when the job closes in your software, not when someone remembers.
How do you send a review request step by step?
Follow this order each time. Once set up, it takes about a minute per job.
Step 1: Get your Google review link
Open your Business Profile and find the option to share a review link or QR code. Save the link in your phone or your job software so nobody has to hunt for it. Make sure the profile has the right categories first. We cover that in HVAC Google Business Profile categories.
Step 2: Ask for the yes at booking
Ask if a text is OK and note the answer. If the customer says no, thank them in person and skip the text.
Step 3: Send it at the right moment
Use the timing above. Do not wait a week. A late ask looks like an afterthought, and people forget the details.
Step 4: Send the same text to every customer
Every customer who agreed to texts gets the link. Do not skip the one who seemed annoyed about the price. If you skip people based on how happy they seemed, you are gating.
Step 5: Follow up once
Send one reminder about three days later. Then stop. A third text starts to feel like pressure.
Step 6: Reply to every review
Thank people for good reviews and answer bad ones calmly. Google says to avoid using a reply to offer deals or promotions (Google Business Profile Help).
Who should send the text?
The best sender is the person the customer met. "It's Dana, who looked at your furnace today" gets more taps than a message from "the office." If your techs hate typing, set up an automatic text that goes out when the job is marked done. Keep the tech's first name in it.
A card with a QR code left on the counter or the new thermostat is a fine extra. Text reaches people after you leave, and that is when most of them have time.
What if you get a bad review?
Reply politely, say what you will do to fix it, and offer a phone call. Do not argue. Do not offer a free service call in return for taking the review down. That breaks Google's rule against incentives to change or remove a review. Do not threaten legal action over an honest review. The FTC rule bans suppressing reviews by unjustified legal threat.
If a review is fake, such as one from a person who never hired you, flag it to Google. Keep your job records ready so you can show there is no customer by that name.
Common HVAC complaints are price, wait time and an upsell the customer did not want. A calm reply that explains the diagnostic fee or the wait on a hot day does more than a defensive one. Future customers read your reply, not only the review. Our guide on free estimates shows how to explain fees before the visit, which prevents many of these reviews.
Where reviews show up beyond Google
Your Google reviews feed the stars shown in Maps and Search. Put a few real ones on your own site too. The HVAC website checklist shows where. For a plan that ties reviews to listings and AI answers, read how to get your HVAC company recommended by ChatGPT. For examples across trades, there is a general guide to contractor review examples.
Licensing rules, code editions and the number of local competitors change from state to state. Our state pages pull those facts together, for example California and Florida.
Common questions
Can I give an HVAC customer a free filter or discount for a review?
No. Google lists payment, discounts and free goods or services as incentives you may not offer for a review. Reviews posted because of an incentive are removed. The FTC rule also bans incentives tied to positive or negative sentiment. Thank the customer and let the review stand on its own.
Can I only ask my happy customers for reviews?
No. Google's policy says not to selectively solicit positive reviews. Send the same link to every customer you finish a job for. If you want to learn from unhappy customers, ask in a separate message. Do not use the answer to decide who gets the link.
When should I send a review request after an AC install?
Send it after the system has run for a full day or night, so the customer has felt it work. Send one reminder about three days later if nothing came in. Then stop.
Can a tech ask the customer to mention them by name?
Asking for specific content, including content that names a staff member, goes against Google's policy. You can say who the tech was in the text. Do not ask the customer to write that name in the review.
Do I need written consent to text a review link?
It depends on whether the text counts as marketing, and on your state. A plain thank-you with a link is not clearly an ad, but the rules are not always clear. Ask for a yes to texts at booking, keep a record, add a STOP line, and check with a lawyer before sending to a big list of past customers.
Want to see how this fits into a full site that collects and shows your reviews? See a free demo site for your HVAC company.
Sources
- Google Business Profile Help: read and reply to reviews
- Google: Prohibited and restricted content, fake engagement
- Federal Register: FTC final rule on consumer reviews and testimonials (2024)
- ACHR News: myCLEARopinion homeowner survey (2026)
- ACHR News: Scorpion industry report (2026)
- Zarla: AI Visibility Index (2026)
- Cornell LII: 47 CFR 64.1200, delivery restrictions
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