We decided to go with this company based on the great reviews on Homestars. We needed a new AC and had this replaced during the summer of 2021, however after installation the house did not cool down (and it was hot!) After a week someone came to inspect and noticed the technicians forgot to put coolant in the unit. Human error -- they were apologetic and fixed the issue.
We decided to use them again to replace an older furnace and they installed this quickly. However we noticed there was a leak and the basement floor was covered in water. After a couple of days someone came to inspect and noticed the hose was not installed for drainage- again human error which they apologized and fixed. The model and serial number were also incorrectly listed on the service invoice for warranty so we had to unscrew the plates on the furnace to find this -- although very minor still annoying. Overall I don't think I would be recommending this company to friends and family.
- Approximate cost of services:
- $7,500.00
- Company Response
TG, I truly appreciate your feedback. I remember you well, as I took your service call on both occasions.
Following the service report from the repair technician, and speaking to my installation team, I will let you know what actually happened.
I am going to clarify some of the things that weren't completely correct in your review.
1: Air conditioners COME WITH refrigerant in them, fully charged, ready to turn on with refrigerant in them already the factory.
So to say that we "forgot" to fill your unit with refrigerant was not correct at all.
What can happen, and what did happen (which happens to all HVAC companies sometimes) is the unit was 1/2 pound low on refrigerant from the factory. And it didn't pick up on the gauges during our superheat test. It sometimes doesn't show up on gauges until it runs for a week or so. Cooler Outdoor temperatures on the day of installation and a longer length of copper line connection can give incorrect pressure readings at first until it runs for a while under hotter outdoor temperatures.
This 1/2 pound differential slowed the cooling. And when you reported this to our hotline, we came immediately to add in the extra top up of refrigerant.
After this minor correction the AC was running perfectly. So it was Not "human error" but normal operating issues our industry deals with.
Please note we came right away, happy courteous and fast. No stalling or excuses like most.
Regarding your furnace, the drain kit is an internal part of the furnace. We simply connect a tube to the floor drain.
Unfortunately it didn't drain properly and we fixed it the same day you called.
In a world of shady contractors who run from hiccups, we answered our phone every time. We came immediately both times. With pleasant experienced staff. That's all we can do. When you install repair over 2000 systems a year there's always going to be minor hiccups, it's statistically unavoidable. This is why service departments exist.
But what makes us worthwhile is our care and professionalism to avoid these issues from the start, and correct them immediately when they arise.
We are true professionals. Since 1967.
Thank you TG
Marnie Amodeo GM
Service Manager