Brody Pennell Partners with Avoca to Take On the Full Customer Experience

The Los Angeles HVAC leader unified four disconnected platforms with one AI workforce that runs voice, chat, text, web, outbound, and quality assurance as a single system.

LOS ANGELES, Sept. 10, 2026 /PRNewswire/ -- Brody Pennell Heating & Air Conditioning, one of the largest and most established residential HVAC companies in Los Angeles, today announced its strategic partnership with Avoca, the AI workforce for service businesses.

In business since 1945, Brody Pennell ran its front office across four disconnected platforms: one for texting, one for web scheduling, one for call overflow, and one for chat. None of them shared data, making it hard to scale the level of service the company demanded of itself.

Brody Pennell has now moved its entire front office onto Avoca's platform, replacing that patchwork with one AI workforce that answers calls around the clock, responds to web and social leads, runs outbound campaigns, follows up on estimates, drives membership renewals, manages its website, and more.

The result is one versatile system that covers the entire customer lifecycle, from a first inquiry to the tenth service visit years later.

"For 80 years our name has meant one thing: pick up, show up, take care of the customer. Avoca is the first partner that holds us to that standard from the very first hello, whether it comes by phone, text, chat, or a form on our website, and not just at the doorstep," said Lawrence Castillo, President and Operating Partner of Brody Pennell. "We had four platforms that didn't talk to each other, and now it's one, flexible system. Our customers feel the difference, and so does my team."

Avoca's AI agents work alongside Brody Pennell's representatives across every channel: inbound calls, website chat, online scheduling, social media leads, direct mail, and text campaigns. Since going live, Brody Pennell's booking rate has climbed from roughly 70% to 90%, while Meta lead conversion has risen from roughly 15% to 25%.

The change reaches past the numbers. Many of Brody Pennell's representatives have spent years, some decades, with the company and have embraced Avoca as part of the team. Avoca now handles the manual work of reviewing and scoring calls, freeing managers to coach their teams and spend time with customers.

"The front office is where every customer relationship begins," said Tyson Chen, co-founder of Avoca. "Brody Pennell is the clearest proof of what happens when every channel runs as one system instead of four separate logins. No single tool was ever the problem; the problem was that none of the data connected. Once it did, the results compounded everywhere at once: booking rate, lead conversion, even how much time a manager gets back in a day."

With every customer cared for, the company has the confidence to expand. "When you know your customers will always be taken care of, you can add locations, add people in the field, and build the business," Castillo said. "That is what a real partner does for you. It flexes with your business into the next stage of growth."

"Brody Pennell is exactly the kind of partner we build for," said Apurva Shrivastava, co-founder of Avoca. "The best partnerships push both ways. Their standards make our product sharper, and the whole industry inherits the result."

The two companies are extending the partnership into Avoca Attract, which will power the company's website performance, search and AI visibility, and marketing analytics. "Marketing is one of the hardest things to keep consistent as you grow," Castillo said. "Every new location and every new lead source is another thing that can slip. We are excited to build this engine with Avoca."

About Brody Pennell Heating & Air Conditioning

Founded in 1945, Brody Pennell Heating & Air Conditioning is the legendary leader in Los Angeles residential heating and air conditioning. For more than 80 years it has served generations of homeowners across the city and is known for its award-winning service and deep local roots.

Learn more at www.brodypennell.com

About Avoca

Avoca builds AI agents for service businesses, handling chat, email, voice calls, and SMS across the entire customer journey. From answering inbound conversations and booking jobs to running outbound campaigns and coaching CSRs, Avoca helps operators across HVAC, plumbing, automotive, moving, and other service industries capture every lead and convert more demand.

Avoca is headquartered in New York City and has an office in Santa Barbara. Follow Avoca on LinkedIn and X, and learn more at www.avoca.ai.

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Jordan Davis
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SOURCE Avoca; Brody Pennell Heating & Air Conditioning