my name is warren Dodson and my grand father who passed Raymond Tuggle had Shelton's heating and air to come out and install a HVAC system installed in 2021 at my residence in Eden, North Carolina. The HVAC technician who came out was extremely sick. At the time, I even asked him if he was okay because this was during COVID, and I did not want to catch anything.
I paid a little over $4,000 for this system in 2021. The outside compressor and related components were supposed to carry a 10-year parts warranty, while the labor warranty only lasted one year. Now, as of May 27, 2026, the compressor outside will not come on. The inside unit will not blow cold air, and it will not blow heat because the system requires a heat pump to operate properly.
I called Shelton Airworks today to ask if they would come out and look at the system. I was told there would be a $90 service charge just for them to come diagnose the issue, even though the parts are supposedly under a 10-year warranty. Their justification was that the labor warranty had expired after one year.
I have been around construction work and professional trades for many years, and in my experience, when someone spends thousands of dollars with a company and remains a loyal customer, most companies will work with you and try to help. That was not my experience here.
I was also informed that if they found a failed part covered under warranty, I would still have to pay separately for Freon by the pound because refrigerant is not covered under the warranty. That makes absolutely no sense to me. This is a heat pump system. If it does not have Freon, then I have no air conditioning in the summer and no heat in the winter. If the unit has to be opened, disconnected, repaired, or replaced, the refrigerant has to be removed and reinstalled. So, in my opinion, charging additional fees for that on top of a diagnostic charge feels excessive and unfair.
Furthermore, when they installed the system back in 2021, my inside air handler was not replaced. From what I was told and what I observed, there was a compatibility issue between the new outside unit and my existing air handler. Instead of replacing everything properly, they swapped a part from the old unit into the new system. So now I potentially have an old part inside a newer system, which may very well be the reason something has failed. And now they want to charge me $90 to diagnose what appears to be an issue connected to the original installation.
That is extremely unprofessional in my opinion.
Lastly, what made me especially upset is that I live on SSI disability and cannot afford all of the charges they want to impose. I asked whether they offered any financing options for repairs, labor, refrigerant, or service calls, and I was told they only offer financing for completely new systems or parts -- not repairs or service-related costs.
Based on my experience, I do not recommend Shelton Airworks. I strongly encourage others to carefully consider other heating and air companies before doing business here. read more
