We had been using Platinum Air since 2012 and have spent over $36,000 with them, including $24,750…read morein July 2021 for two new heat pump systems. What has followed has been four years of frustration, misdiagnoses, leaks, water damage, safety issues -- and ultimately, being dropped as a customer when I let them know I felt it was important to inform the community about what we had gone through.
July 2021 - New System Installed, Immediate Problems
Two heat pump systems were installed. Britain was helpful in recommending them for our solar setup. However, they didn't cool from the start. After multiple sweaty nights, a tech finally returned July 29 and said the issue was missed settings from install.
August 2022 - Freon Leak and Ongoing Cooling Issues
The main floor unit again wasn't cooling. They diagnosed a Freon leak but didn't locate it. We paid $300 for sealant and more Freon. The upstairs unit--previously fine--also stopped cooling. The issue? The same install settings had again been missed.
July 2023 - Freon Again & Water Damage
The downstairs unit again wasn't cooling due to the leak. No charge that time, as they were also repairing a roof leak from a garage heater vent they'd installed. That vent continued leaking until this year, though they told me to call a roofer--despite it being their install.
June 2024 - Freon Again
Same unit, same problem. They offered to waive charges if we signed up for their maintenance plan. We did.
June 2025 - Same Freon Leak, New Tech, Finally an Answer
Again, no cooling. A new tech identified a manufacturer defect in the outdoor unit. They said they'd contact Goodman. A week later, they called on the way to the appointment to tell me I'd need to pay $750 for the replacement. I was stunned. They said their warranty only lasted 12 months, and since our first Freon problem was reported at 13 months, it wasn't covered (my new HVAC company has a 10-year parts and labor warranty). We had been out of town that summer. Plus, a manufacturer defect means it was faulty before it was installed.
Serious Safety Issues with the Attic Unit:
We'd get a random terrible smell from the upstairs returns for the last few years. I assumed it was a dead animal but then it would quickly go away. I paid $1,000 for a commercial duct cleaner due to our high ceilings. They found no animals--but sparks shot from the wiring when they turned the unit back on and there was a code on the unit they weren't familiar with.
The cleaning company sent an HVAC tech who:
-Identified the code as normal
-Said the wiring was NOT up to code and we were lucky it hadn't started a fire
-Noted it was missing a condensate trap, which explained the smells
He kindly fixed the wiring. In March, Platinum installed the missing trap. No smells since.
Water Damage & Denied Responsibility:
Two weeks ago, the upstairs unit began leaking through our ceiling and wall. Platinum said the unit was tilted and not draining. They fixed the platform, but denied responsibility, blaming other contractors. No one else had been in our attic this year except their tech in March--who worked on the DRAIN and said nothing about tipping.
Rental Property Issue:
They also replaced the HVAC system in our Draper rental in 2021. A duct cleaning company later found the filter housing wasn't sealed, so dirt bypasses the filter entirely. They had to brace it with a five-gallon bucket to try to keep the panel closed. I didn't even call Platinum about this because I didn't have time to deal with it.
False Claim of Verbal Abuse:
I expressed frustration to the tech on the phone (I was crying) about the $750 charge to replace the defective unit. They later claimed I was verbally abusive. That is absolutely NOT true. Yes, I was frustrated--after 4 years of continual issues and another recent water leak. I had told him my frustration was not with him, but the $750 on top of everything else we had dealt with. He was very kind and professional. Frustration isn't abuse.
Final Thoughts
They claimed they'd "bent over backwards" for me, which floored me. I've rearranged my schedule again and again for their service calls, dealt with constant issues and temporary fixes, and stayed loyal. I never wanted them to have to come out repeatedly.
Since all this, I've spoken with two HVAC companies. One (in business 38 years) was shocked and offered to testify if I take legal action. Another company said the charge for replacing a defective unit was completely unreasonable.
After all of this--and nearly $40,000 paid--I feel disrespected, betrayed, and beyond frustrated. When I told them I would pay the $750 to replace the unit but planned to leave an honest review, they dropped us as customers after 12 years, said I'd need to find someone else to replace the defective unit they installed, claimed they weren't responsible for any of the drywall damage, and threatened legal action if I damaged their reputation. That says everything.
