Showed up on time, provided a reasonable quote, and communication early in the process was strong…read more I had them come out for an estimate and, after researching rates, found their pricing competitive. I moved forward largely because of their customer satisfaction guarantee. Austyn, the project manager, was friendly, level-headed, and straightforward, and his communication was clear with timely updates. Every employee who came to the house was courteous and professional, and they worked diligently while on-site.
Unfortunately, the project has involved repeated issues, delays, and added costs, and I am still without a working system. The initial installation placed both the indoor cassette and outdoor unit incorrectly. After a second visit, the placement was corrected. Following that visit, I was asked to sign paperwork stating the work was complete. Assuming the system was functional, I signed. When I immediately went to test it, the system would not turn on. I then learned the electrical work had not yet been completed, meaning the project was not actually finished at the time I was asked to sign. They did return with an electrician afterward.
Once electrical was completed, the system still would not operate properly. After further troubleshooting, it was determined one cassette had a manufacturer defect--an internal copper coil leak. While the manufacturer provided a replacement unit, I was advised that manufacturer defects are not covered and that the company does not inspect or test units prior to installation. I was then told it would cost an additional $2,300 to install the replacement, despite the system never having been fully operational. I consulted other HVAC companies, who advised they would typically replace a defective unit in this situation without charging additional labor.
Due to the unresolved issues, completion sign-off concerns, and the system still not functioning, I have filed a formal complaint with the Alabama Board of Heating, Air Conditioning and Refrigeration Contractors. While the staff on-site has been professional and communication initially was solid, my experience ultimately involved significant setbacks, additional costs, and an unfinished result.
