They have been here 4 times since we bought a new HVAC system from them 2 years ago. During the cold weather the heat shut off and they made me wait all night to fix it. A month ago they put in a new thermostat and now the AC won't come on and it is 78 in here and I can't sleep and no one will call back until tomorrow. read more

Excellent service and good people. Technicians are knowledgeable and on-call hours is wonderful. Got terrific service from them and encouraging others to work with deans. read more

I hope I will never call for Dean Air assistance again in my lifetime. The technician arrived while i was at work 20 minutes away, did the diagnostics and called me to tell me about his findings. Due to the fact, i didn't understand the mechanics of the problem, my friend/coworker agreed to talk to Mr. Ralph (Dean's Tech). Mr.Ralph got so rowdy, frustrated and rude with my coworker after being asked to explain what he was going to do and charge to a point he responded to my coworker, "come do it yourself ". My coworkers begged me to use another co. My 80-yr old mother visiting at the time started calling me while she hid in her bedroom stating he was afraid of this man's pacing in the house loudly. I had to make split second decision and so I decided for him to install the fan motor ($1015). I communicated with the tech as calmly as i could and assured him I was on my way to pay him in 20min. By the time i got home he had FORCED my poor mother to sign documents that she couldn't read AND understand; Mr. Ralph talked my mother down IN A VERY PEREMPTORY WAY you can think of. This man WALKED OUTSIDE ON MY MOTHER'S GARDEN AND STARTED TELLING HER THIS IS NOT THE WAY TO PLANT HERBS AND "THE HERBS ARE PLANTED TO CLOSE TOGETHER". This was none of the TECHs work or business. What and how my mother does on her garden that's her business. When i came home the man was rude to answer my questions and all he wanted was his cheque- rightfully so. I wrote the check quickly just so he can go. When I asked the men to show me what he did or just to look at thermostat- " he refused to go upstairs where the HVAC /thermostat was located. He stated, "do you want me to undo the motor, your unit is working mem". Then I preceded to ask him another question... "Sir, do you think the unit" ....i didn't even finish asking the question and he had already answered " i don't know Mem I don't live here". at that point I opened the door for him and waved goodbye. This man was hateful. I had another experience with Deans custom and air 4 yrs ago and I was hesitant to call again when I remembered the incidence. I will urge everyone to trust your instincts when its feels bad - don't do it. This company have left a scar - we hope to NEVER use the company again. am sure they have other great employees as individuals VARY. read more

I didn't pick the company- the builder did. We have an upside down house (kitchen and public areas on top) the bedrooms are on the lower level . The thermostat is in the hallway near the front door . I have sitting on 68, but the bedroom at the rear of the house is reading 75. So you sweat in there and have open a window to make it bearable. The last time a technician was out he tried to adjust the vents, but that did no good. There are no baffles to regulate the ductwork (they say because the ducts run between the floor and are not accessible - nice design, guys). The return for this zone is actually on the top floor so the first vent air is sucked up to the return without reaching the thermostat so it keeps pumping air to the back bedroom. They didn't offer a service contract. Not that it would be worth anything. Absolutely would not recommend them read more

Have two Trane units at my 2 year old home. Both units have broken in the past two months costing over $2,000 to fix. Shocking to me how this can happen after two years and not be fully covered by a warrantee. It seems Trane has poor quality control based on the tech. The Freon was a big chuck of the cost, caused by the broken 2 year old part. Trane only cover the part which both were less than $50. I do not recommend Trane. Tech's from Dean were good. Nothing they can really do and it sure is job security for them. Very disappointed. read more

Our new custom house was built with Dean as the subcontractor. Two large A/C - heat exchange units cover the house in three zones. We had a series of problems with switches to control the zones (with temperate setting 4 X daily) which never paired well with our units. We eventually had to have a different more old-fashioned switch installed so that the units would operate properly and not keep blowing said switches. I have gone to a manual control of temperature not using the programmable wall-mounted controllers but manually setting the temperature for each zone and varying the temperatures very little on the A/C side. Fingers crossed. Heat exchange has been reasonably satisfactory, but I'm not one who gets cold. We have a third system for a wine room that has been a problem. First - I cannot say that the people at Dean who come out are anything but professional and pleasant. They generally get the job done. Home HVAC - fine but not stellar. Communicating with the home base problematic and time consuming, addressed below. The fund of knowledge for the wine system has been worrisome and I had to replace my first unit with a new one which occurred at five years time. One year out on the new unit I asked for a technician to come out to troubleshoot - nothing really found wrong, but function diminished after coolant top-off and getting the same technician was A) Impossible and B) Communications with Dean being old-school - no email/phone extension/voicemail - you wait for a callback - THAT is indeterminate and frustrating. Their efficiency is better for them than for me in my experience, there's a lot of waiting. I hesitate to recommend them for this specialty niche at this time, I may change my opinion in the next week depending on outcome of this current all, but ... overall, I find communication is very challenging, especially if a follow-up is necessary. read more

Been in this new house for five years. Every hvac technician (from company other than Dean) that comes to look at this machine installed by Dean says the life is limited because the unit is too small and working too hard. Essentially the unit they installed at 3.5 ton should have been at least a 4 ton. Anyway, I bought a cheap house from a builder and I guess they go with the cheapest bid from Dean. We would never use them. read more

I purchased a new house on Hilton Head Island. Within two days, the AC was not working properly. Dean Custom Air had installed the system for the builder. I called at 12:15PM on a Wednesday. By 4:00PM a Dean Custom Air technician arrived and diagnosed the problems and fixed it. He explained to me the cause of the issue and promised me that, within hours, the house would be cool again. The technician was incredibly polite and told me that the repair was covered under the warranty and apologized for any inconvenience that I may have experienced. I'm using Dean for all of my HVAC needs in the future. Well done!!! read more

Wish I checked reviews beforehand. Incorrect diagnostic. Awful service all around. Proceed with caution.

I called last night cause my ac is not blowing cold air, the dispatcher got me incontact of the tech. He is charging $149 but can't come same day. Will be in the morning. If I am gonna pay $149 just for you to diagnose this,you will get it done same day. I bought my house brand new aug2019, they installed hvac system so I called them. But at this point I won't deal with them. Got a call today from them (1/3/2022) I said I have two techs come out already they said the same problem. They still want $99 to send their tech for them to say the same thing. Please do not use this company. They installed my hvac system but they are so shitty. read more

Worse co ever to use They base personal feelings not professional at all Wife of co didnt like being asked questions so she had her worker pull out from job while tech was here read more

We have been a Dean customer for 10 years and have spent over $20,000 for service and equipment and we have an annual service contract. One of our outside units broke down while 18 months into a 10 year warranty. The manufacturer provided the minor part and Dean charged us over $700 for a service call and labor. Neither Dean nor the manufacturer was willing to help with the extremely high labor charges. So Dean made money selling us the unit and installing the unit and now they make an additional $700+ for repairs to a unit under warranty. Sounds like a nice scheme, since you assume no risk for equipment you sold and installed. What good is our annual service contract? Time to find a new HVAC contractor! read more

Excellent Service from Tony. My A/C was not working when I woke up. I called Dean Custom Air when the office opened at 8 am. Tony was at my house by 11 am Repaired the unit. Very professional . Highly recommend. read more

My house's HVAC system was installed by Dean Custom Air. About 14 months after I purchased the house the system, a brand new one by the way, went out. I called this company and they were not willing to work on it or honor any kind of warranty since it was 2 months outside of the 12 month warranty. They told me to call Carrier, and they wouldn't even come and do the job. This was the company, and may still be the company doing the systems in Landmark's Homes. After calling two companies to figure out why the AC quit, they told me this: 1) The condenser coil failed and will be $980 in service to replace and the part was $1150. Fortunately, they told me The part is still under warranty and they worked with Carrier (and did) get Carrier to reimburse ALL of the labor costs, coolant, and service call. 2) both companies said the duct work was poorly done and costing me about 15% more a month and is making the system work harder. In my opinion there are plenty of HVAC companies in the area to choose from. read more

I called Dean Custom Air to check a unit that was not working. They have been servicing this unit for four plus years (since installation). They made a visit to my home but never contacted me to explain what was wrong with the unit. I called three times and each time was told someone would contact me. I never received a call back. I finally called another company to fix the unit. Dean charged my credit card but did nothing to follow up or fix my unit. Beware if you give them payment for a service call and expect follow up. read more

Unprofessional company with very poor customer service and poor maintenance practices. We hired Dean 8 years ago to install and service our new HVAC system in our vacation home in Hilton Head Island. They have come twice a year, but it has proven difficult to schedule service as they are busy, especially in the Summer, and do not maintain a regular schedule nor do they send reminders. A year ago, they came the last day we were there, and forgot to switch the unit back on, resulting in extremely high temperatures and humidity in our villa during the Summer, until a friend found out. This year was worse. Our house was flooded due to a leak from the AC (clogged condensation line). When we found out from a contractor doing paint work in our unit while we were away, I called Dean. They would only come after receiving payment. Then they only do the absolute bare minimum: unplug the drain line. No inspection of the unit (which was flooded with wet insulation causing bacteria growth and mold). After calling for three days to know what was going on, I received an angry call back saying the drain had been unplugged and the problem resolved. We then recruited another HVAC company to do a diagnostic: the unit would need to be dried out at a high cost; one cap was missing on the drain line, probably the cause of the drain line being clogged as dust could enter the drain; the automatic shut off valve was defective and did not work; some parts were rusted; etc. Dean had come for the service in January, but I am not even sure they do a proper service as many of these issues should have been spotted and highlighted. I called them back to share the results of this diagnostic: it took then another three days to answer and propose an inspection, which I of course declined, especially as we were leaving the island. Overall, very disappointing and extremely poor business practices. Do not trust them. Note: all this is fully documented. read more

We had two new units installed. Noticed one of the units making very loud noise turning on and off compared to the other one. Noise was loud enough to wake guests up at night. This all started two months after one year labor warranty, but was told we had ten years on parts. Called and spoke with Don Mahoney and said they would fix it. Sent out an employee who Heard the noise. Waited for a response from Dean. None. called Mahoney again and he states" guy was not a service e tech just a maintenance guy"? So he sent out his service manager who spent some time and also advised there was a problem, but stated," his boss, Mahoney, was not going to like what he was going to tell him". I waited again for a week . Well guess what. The service manager who had a solution no longer was employed by Dean. Repeated calls to Mahoney and the owner Charlie Dean are not returned! By the way we also have a service contract with them, but we cannot get a refund as they will not respond. Buyer be aware! read more