Nero Air Conditioning, Heating & Refrigeration, Inc

Earlier this year a week or two before Memorial Day found out our existing 20+ year old AC unit was leaking refrigerant and "it was time" to replace it. Due to the time of year where the AC install/repair companies get busy, we were really concerned about not having a system in place as we went into the summer months. After getting several quotes it was down to Nero and one other vendor, both who I'd feel pretty comfortable doing the job, but after asking a a commercial HVAC contact I knew (indirectly) came back with high recommendations for Mike and his team, I was decided. After a bit of waiting to get all the ducks in a row with financing (which was pretty sweet) so I could get put on the installation calendar (sweating a bit the whole time knowing they would likely soon be busy due to time of year), I was pleased when I got an install date just a couple weeks out. Of the entire experience, this was my only "issue" (I'd have loved to get the date locked up ASAP, but couldn't do it till all the other stuff was squared away... which is ultimately understandable). Other than that, install went mostly smooth. At the end of the day, they found out the planned thermostat wasn't going to work with my current system, so they set me up with one that would work in the interim while they got effectively an upgraded one (next model up) that would work. Couple minor inspection issues, and Mike's team was great about getting the necessary details, etc from the town inspectors who were having difficulty getting those to us for whatever reason. I started the process, but after several back and forth's and at that time being on vacation and having cruddy cell service I asked the office if they could take over in my absence somehow to keep things moving, and they did. Maybe a minor thing, but it actually meant a lot to me as I had kinda "had it" with the town. I definitely recommend them.

Contacted repeatedly through Angie's List. was told multiple times that I would be called to discuss the work needed. When I would follow up, I would be told that someone tried calling me, but couldn't reach me, despite repeatedly providing my phone number. Even when they would schedule a specific time for the call, no one would call.

Checked our furnace and answered all our questions to our satisfaction. Thanks for your patience and fast and efficient work.

Very competent crew. Repaired the damage quickly.

They are excellent. I have used them for years so I really can't compare (prices). They are clean and reliable. It was free. I have a service contract.

Courteous and efficient.!

After contacting 8 contractors for the job, I went with Steve Nero. He was professional and informative on his visit for the estimate, and made sure we were aware of all the work that has to be done. His crew were nice and professional as well, cleaned up after they were done on a daily basis, and answered my barrage of questions all the time. I'm looking to hire then again for a hot water heater replacement

The tech was wonderful. He was thorough, explained what he was doing, and cleaned up the work areas. He was on time and completed the job quickly.

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On time. Explained everything very clearly. Very friendly and professional. Went out of his way. I've also gotten an estimate for a new furnace from this company.

Horrible, I'm sure Nero is a great company but my experience just wasn't that great.
I had a 11am appointment scheduled today. (i made the appointment 5 days ago)
@ 9:20 I get a phone call that the salesman (Steve) had a cancellation and could see me early. Great.
I ask whet time and we agree on 10:00. So I stop work and rush home to meet the dude @ 10.
No one shows by 10:15, so I call the office (Debbie) she checks with the driver and calls me back and says he should be there shortly.
By, 10:30 the guy still hasn't shown up, I call the office again and tell them that I do not think the relationship is going to work out and cancel my appointment.
If you can't show up on time, I'm not going to give you my money.

Dealing with the folks at Nero has been a great experience, and a big change from dealing with several other HVAC firms. If the ratings chart had allowed us to score them with an A+, we certainly would have done so.
Why? When a 3-year-old mini-split ductless system that provided heat and AC for the small 2nd floor of our house completely quit operation 4 weeks ago, another HVAC firm ended up charging almost $300 for "diagnosis" and useless "repair" before announcing its judgment that the Samsung system was totally fried. (When we remodeled the 2nd floor 3 years ago, we should never have agreed to our GC's assurance that a Samsung was as good as the Mitsubishi we wanted.) Samsung wouldn't make good on replacement, and the HVAC firm to whom we had fruitlessly turned for repair offered to replace the defunct heat pump for a top of the line Mitsubishi Hyper-heat for over $4300. We liked the system, but the price seemed too high (perhaps especially after paying so much for "repair," only to be told the old system was unsalvageable!). So we brought in several HVAC companies to determine our need and make proposals. One came in at over $4500. By contrast, Mike Nero squeezed in a visit to our place on short notice, and offered to do the work for just under $3300 -- a big saving!
As things turned out, we did not just save money. Nero Inc. kindly arranged to do the installation on the next Saturday morning, saving us several weeks of sweltering in the middle of July. (The other HVAC firms had told us to expect a wait of two weeks or more.) The Nero technicians took care to level on small rocks the pad for the exterior unit and to raise the the compressor up from the pad, to allow for drainage. (The installer for the Samsung 3 years ago had done neither.) I was especially impressed by the successful effort they made to re-use the hole in the house's siding that had been cut for the earlier mini-split line, saving me the need of siding repair. They took equal care on the work inside the house, wearing booties, cleaning up, and testing that the unit was operating properly.
My wife and I were very impressed by Nero in every respect. Indeed we gladly have signed a yearly service contract with them for our overall HVAC needs, a contract that proved extremely competitive with comparable agreements offered by the other HVAC firms we contacted. We are very glad to have found them!

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I was happy with them. It went fine. They completed on time. They show up when they say they're going to. It's excellent. I definitely would recommend them and I already recommended them to my brother. They were in the middle of the road as far as price. I did like they gave me four quotes for all possible options on installation of a heatr/cooling system. They always return phone calls and show up when they say they are going to. . I would use them again in the future 100%.

They were helpful in determining the type and size of units that would work best in our home. The installers were excellent and direct employees of Nero. The communication was very good. I am very satisfied with the units.

His rates for converting the stove and water heater were much higher than others.
Additionally he told us we should not convert our furnace off oil "because steam heat needs a hotter heat"
but noone else I've spoken with (and there have been MANY) agrees with this statement...

This is our third time using Nero and without a doubt they are an outstanding professional company. My central ac unit is at least 25 years old and there's no question that it needs replacing. However that's not something we can afford to do at this time; I'm just grateful that the tech (Steve) was able to diagnose the problem quickly and make the repairs. I work for (Unilever) in Trumbull as a Service Quality Analyst who is responsible for the North American Service Desk which is provided by a 3rd party global company.
My primary responsibility is to ensure the contractual obligation are being met by this service provider. Therefore I understand what it takes to achieve that goal for a customer, and the people at Nero's provide just that from the moment you call and (Debbie) answers the phone with a professional warm greeting, to the technician who shows up to resolve your issue. This is truly a company who knows the value of great customer service.. Great job Nero keep it up.
Very Happy Customer,
Zach Smith

The engineer arrived on time and found the problem within 10 minutes, all was completed in 1 hour, good job.

The neighbor's complained on Monday, June 4th that there was a leak over their bathroom and that it dripped when my air conditioner was on. We had just had a three day "heat wave" so even though I am a minimalist when it comes to air conditioning, it had cycled on a bit more than usual. I called my homeowner's insurance company (Traveler's) and they hung up on me after putting me on hold over half an hour. I had replaced my air conditioner in July 2011 due to their previous complaints and tried to find the provider who had installed it but the company seemed to have disappeared. I started calling air conditioner repairmen in the phone book and then remembered to go to Angie's List.
I had been skeptical about Nero's when I saw it in the phone book because it had a large add and ordinarily I like to go with small, family run businesses that do not invest too much in advertising. However, Nero's had great reviews. (Ironically, I believe it is also relatively small and family owned, although I am not sure about that.) I was hoping for a free estimate but when I called Nero's they said it was $95 for a "diagnostics" service call and $130 if it was after 4:00PM. That seemed like a lot to add to the bill of the repairs but I tried some other companies and they all charged as much or more. I called Nero's back and they put me on a waiting list. I tried other companies but they could not come any sooner. Debby called me the very next day to say they could come at 4:00PM but I was at work and missed the call. We spoke the following morning but I could not be at home at the time someone could come. The following day, Friday, June 7th, I was home all day and Debby called at 1:00PM to say she could send someone between 2:00 and 4:30.
Ray arrived at about 2:30PM. He was punctual, professional, and very nice. He went into my utility area where space is so tight that many service professionals refuse to even try to access the equipment, and looked everything over. He could not see what would be leaking and I began to panic, thinking I had either wasted $100 or had a problem that would cost a fortune to figure out and solve. He did some trouble shooting and found the problem. He said it would be easy to fix and went down to get the things he needed. He spent extra time moving my washer dryer to see where it drained, as he was trying to figure out a better way to set things up. He decided it would be much better to have the condensate pump tubing lead to the washing machine drain. It was a great idea and very good of Ray to have the patience to deal with everything in such a cramped space. Then he asked if I had an extra filter because he said the current one was in terrible shape-- when he removed it it was filthy. I said I did not have filters and he went down to get one and replaced that. He also gave me the dimensions so I could take care of it on my own. He was here for about an hour and I was fearing what the total bill would be. Whatever it was it would be worth it because Ray not only fixed the problem but was also smart enough to figure out a better way to do everything. This was one reason I went with Nero's-- they had great reviews from people who had very complex situations and a great problem solver is worth a fortune.
He wrote up an invoice and went over it with me. He charged $52 for the tubing, $29 for the filter, and $95 (the service call charge) for labor. The total was $187. I could not believe it. Everyone I called charged close to $100 an hour for labor, plus the time it took them to get over. I had been told that the "diagnostic service call" charge was in addition to any work or materials they had to do. I asked about a service contract but he did not react. I was very surprised at how "low key" everyone at Nero's was. There was no hard selling anything. Ray let me give them my credit card number to pay and he would not even accept a tip. He also took my old filter out with him.
This was one time when I never expected the great reviews Nero's had to be indicative of what my experience would be but now I'm sold. They were right on target. The company is amazing and the people they send out really do seem to be exceptional. I asked Debby about service contracts and they are relatively high-priced ($225 for most furnace/AC set ups) but I am considering one just for the peace of mind of having a great company maintaining the equipment and keeping my neighbor's complaints at bay. At the same time, they are so prompt and affordable that I am also tempted to do without it. In the end, I will probably do it, though. That is unusual for me but the company is so good and my neighbors are such a constant source of problems that I believe it will be worth the peace of mind it buys. Unlike most companies I looked at, Nero's does not even have that inevitable disgruntled client in the mix. For the number of reviews it had I was really expecting it. There is a reason for that-- they really live up to all of the great reviews on the list-- it is not luck. I highly recommend them to anyone having problem with their HVAC system.

It took a long time to finally get the machine. We ordered right after Sandy and there was a backup in the factory. Not Surprising. Nero could not control this. Once they received it. We set a date they came and had it up in running in about 5 hours.

I built my house about 3 years ago and hoped that my General Contractor had hired the best of the best. Not so. After going through three repair contractors, I finally found Nero on Angie's List. At first I called them for repairs on my boiler. This happened during a bad spell of winter weather, and I live 25 miles away from their office. The repair technician arrived promptly. After determining that I had a serious problem, I decided to replace the boiler. Once the boiler was replaced, it was time to address the other problems. It turned out that my installing contractor had done a very poor install. Nero performed the required work in a timely and satisfactory manner. I received prompt and courteous attention from several Nero employees. There were two snags, which I consider minor. The first technician I encountered seemed good to me, but he had left the company by the time I required a second visit. As a former employer, I understand how these things happen. Before the ancillary work was finished, I encountered too much heat in one area of the house. The technician who arrived seemed inexperienced and was giving me a foolish reason why this was happening, and insisted that he was right. I emailed the company with my concerns and received a prompt response from a corporate employee. The next day that Nero was scheduled to be here (repairs took about three full days to complete), I felt that all of my issues were properly addressed. The employees were cordial and professional. All in all, the company did a lot of work here, and I had the impression that they were competent and fairly priced. I signed a maintenance agreement with Nero on my state-of-the art HVAC and whole house generator.