Andy Lewis Heating Air Conditioning

Horrible customer service. My mother selected this company to replace the coil in her indoor unit & during installation caused a fire to erupt at her outdoor unit, allegedly propagating from a pressure monitoring device installed on the unit. Now 5 weeks after the incident, my mother is left without a functioning HVAC system, significant damage to her home & Andy Lewis will not respond to any communications from her or her insurance company.

We bought house in 2019 from Mattamy homes and they told us to get maintenance plan from Andy Lewis, so we did. For the first 2 years, everything worked fine, and then problems start arising. It's very interesting coincidence that it start happening right after labor warranty expired. Last year we supposedly had a burned panel, that they replaced for approximately $300, they blamed it on the fact that we didn't have surge protection in the house, and panel burned because of thunderstorms. Ok, it wasn't that expensive, so we paid and then got the surge protection from Duke energy. But after what happend this year, I'm not even sure anymore that panel burned because of surge. 3 days after our annual maintenance visit the AC stopped working. We called for the service, technician arrived and said that he found leaking refrigirant and he needs to run diagnostics to find out where is it leaking. The diagnostic was around $190. After running the diagnostic, he said that there is no issue inside of the unit and the problem was the service valve, that was worn and that is a regular known problem. So if that's a regular known problem, why didn't you just check it right away? Isn't it a common sense if something is leaking to check the edges first? And why the guy who did annual maintenance didn't see that issue and didn't mention anything about leaking refrigirant? So basically they scammed me for $190. But that wasn't everything. We asked how much would it be to change the valve and refill refrigirant? He said that he will change the valve for free, but refrigirant is $289 for the first lb and after $192 per lb plus taxes, and he said we need 2-4 lb, maybe more. I checked online and that refrigirant R-410A cost on average maybe $40 per lb, depending on how much you want to buy, if you buy a 25 lb tank, it will be less than $20 per lb. And they want me to pay $700 - 900? Seriously? What kind of fraud is this? Obviously I declined. Then things got even more interesting, I called an independent technician, he came, checked the unit and said that the sevice valve that Andy Lewis technician claimed to be worn is just fine, he refilled the refrigirant and charged us $260 for everything. Also he said that from his experience, the issue more likely is inside the furnace (coil), and in that case it's actually a warranty case for the equipment. This is absolutely unacceptable, I will be canceling the plan with Andy Lewis, and I will never ever dealing again with them or any similar companies. All they do is trying to get advantage of people and charge them as much money as they can for their "services". I prefer to pay independent technician. I also will be filing a formal complaint and will check of I can file a court claim against them

He was prompt and courteous. Determined that it wasn't the Actual AC unit, but the switch that had expanded and blown. Due to the heat, he re-routed the wiring so the AC would come on until we could get an electrician to replace the switch.

..................................................

I can not recommend anything I would improve for this company. I've had the same guy for two or three times and he remembered me. When they came in the spring it was a different guy but the quality was the same.

They come out in the spring and fall. They come exactly when they say they are going to come. They tell me what they do and what they're going to do. They show me what they've done. I cant ask for anymore then that.

When I have had brake downs they have been out the same day within a few hours. Those guys have actually been working until they got me heat at 3 am in the morning. You pay for it but they are extremely reliable. They don't leave until you've got heat. They are very good at what they do and their technicians know what needs to be done and they do it. You don't have these people saying I have to call in or I have to go get a part, they know exactly what they are doing. You don't get any run around, these guys come prepared.

It wasn't anything; I used them last year it's apart of their service.

The air conditioner worked fine after they worked on it. It wasn?t the first time. I have a contract to pay them a set fee, I forget what it was and they come in year around to do maintenance for the upcoming season. I did have issues when something was stuck when I needed to use the furnace or the or the air conditioner. If I had issues I would just call them about it. You don?t really know until you turn it on. It was like a $60 a month type of deal. 

The technician was thorough, he just went over a lot of different things while he was there. It was good at the time and I thought it was considerate them. It was convenient to have somebody to call. With the contract, whatever happens I can just call them and they would come out. I don?t have the current contract anymore, if I did I would have called them. It was very convenient that way. 

Their customer service is not the best, it takes a little bit to get through to them, it?s not always the most accessible. You have to wait for an appointment, you have to try to get through trying to get somebody to talk about the bill and everything else. It takes a minute, maybe they?re just doing a lot of just different things on their end. They were not overly responsive. It was an average price, it wasn?t expensive. Overall it was good quality.

There could have been a little more work involved, customer response at least with me. It didn?t get the best out of it. They are pretty punctual. They are very professional people. They sent one technician, he was always the same person that came to the house, they didn?t give me any different people. He was a very professional person, he did his job. I would consider using them again. Getting through the customer service is the only issue I have with them. Trying to get somebody to answer back, or to answer an email or to call. That was not so good. I would use them again. That was years ago, so it may be completely different now. 

I will continue to use them as I have history with them.

Two areas in our house aren't getting warm. It seems like no one can get this right, so I have to supplement my heat with electric. They are responsive. I do have a contract with them so I would use them again.

.

We've had to call them back a couple of times because the inspector found problems that they've overlooked or had done incorrectly when they installed. We had the home re-inspected and there was some things that this inspector picked up that when the house had been built, the inspector at that time didn't notice or note on his inspection. Since the house is still under warranty with the builder, we're contacting the builder and he in turn is contacting Andy Lewis to come and do things.

unknown

unknown

This service was completed Oct 14, I called numerous times for pricing of these items we supposedly need without a response. Our heating system worked fine throughout the season, thank God..due to lack of response by this company. Spring came, then summer we experienced no issues with our system, the technician had said we were leaking freon in both units and would be lucky to make spring. now fall and I'm questioning whether any of this was true or was the technician looking for a naive women willing to spend money for nothing. I am afraid to call them again for my disbelief and their lack of response when I tried to get pricing before committing to a service call I would have to pay for no matter what they did.

unknown

We had such a fantastic experience with Jamie Wylie and team from the Andy Lewis HVAC Co. we're compelled to share the experience through this review.

Unfortunately, the 2nd/3rd floor central a/c unit in our home died in the middle of the night Thursday August 20th.  It's always stressful when we're forced to research a large unexpected and unwanted expenditure under time pressure in extreme heat with our young children living in the house. Not how we would choose to spend money.

Forced to spend my Friday making tons of phone calls and researching companies which is completely aggravating  (one of these ridiculous companies actually asked for a credit card just to secure an appointment which we found appalling) we finally called Andy Lewis.

After receiving 2 other diagnostic checks and quotes from larger unimpressive companies, we found Andy Lewis on Angie's List and gave them a call at 3:30 on Friday afternoon. After explaining our desperate situation, the customer service rep dispatched a technician willing to take on another unexpected call, late Friday afternoon an hour from his previous appointment. Jamie called when we was on the  way and arrived sometime around 4:30ish. Jamie diagnosed the problem and quoted the best price of the day with extra services INCLUDED in the estimate with a part and labor warranty and future service agreement. We were very happy with the price but then expected to wait a week for installation but were pleasantly surprised when we received a phone call Monday morning to schedule the installation of the compressor that day. Jamie installed the part, cleaned the coils on the unit and our other unit for free and left us with cool air by 2pm.

We were very impressed with the quality of the work, the expedient service and the price, we couldn't of had a better experience. Again, not he way we would choose to spend money but this was money well spent. I highly recommend giving Andy Lewis a phone call when forced with an HVAC repair.

The Andy Lewis Company and Jamie Wylie specifically have earned our future business as well! Thank You for taking such good care of my family during this stressful event.

Tim and James are AWESOME! We had been having on-going issues with the HVAC in our new home and were getting a bit frustrated. They showed up at 8:00 a.m. as requested and went right to work. First, they replaced the leaking coil, which only made moderate improvement. It didn't take long for them to recognize that we needed to alter the air flow to achieve better distribution. They worked for several hours (on a very warm day) and determined that we needed to change out some duct work - which they scheduled for the following week. After they left, the house began getting warmer, and we placed another call to AL. They were back within 15 minutes and discovered the compressor had seized up. Mind you, this is all being done under the hot sun. Tim and James ordered another compressor and stayed on site until 8:00 p.m. - they would not leave until we had cool air. This is far and away the best HVAC service I have ever experienced. Tim and James are professional, polite, friendly and competent. They are HVAC heroes.

.

We have a service thing with them. They were good at being responsible when they were to come out and they fixed what we needed fixed. They were excellent and their price was excellent.

They did a very good job with the work, but I think they are a little pricey. We have used them several times now.

Not really sure what has happened to this company over the past couple of years but it quickly becomes very clear when engaging with them now that they are highly committed to being a proprietarily focused RATHER than a customer focused business. They require you to sign various forms holding them harmless from any number of potential possibilities relating to their service. When I questioned why they said "its for our protection". I asked "protection from whom?" they replied "I guess from you". When I said "But I'm your customer why would you need protection from me? I called you! I asked you to come and add freon to my unit. You said you added the freon and you certainly gave me the bill which I immediately paid in full, so protection from what"? Their representative's response was "well they just make us have you sign these waivers." I think the deal is they really don't want to do repairs anymore unless they result in purchases of new units. Some of their service representatives really push replacements. They are rude and condescending and very expensive...3 lbs of freon...$400.00...for a 35 minute job. When I expressed to this representative that my next service call to their company would have been to have them replace both units but now after this experience, and others of late, I would NEVER call them to do that job or any other. His response was "well I'm sorry you feel that way but that's the way we do business now." That's their response to a loyal 7 year customer who has spent thousands of dollars over that seven years in service calls. I guess they have more customers than they need/want. There are too many other honest customer caring HVAC companies who truly want and appreciate your business. Call these guys AT YOUR OWN RISK...if you don't buy a new unit be very leary of what they say they did for you. Don't just trust them to tell you the truth. Make them prove it, otherwise you're more likely to be taken. Better idea...call someone you know you can trust.

It was good.  The price was fair.  We were glad with the service.  We got a quote from a bigger company which was more expensive for the same service.

....

They went out of their way to fix the entire problem that day by driving off-site to their distributor and then back to my house to install a part so that I wouldn't have to go without cool air another day.  Really glad I chose them.  Ask for Jeff.  He is really thorough and goes the extra mile.