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Custom Aire HVAC & Duct Cleaning

4.6(
206
)
Appliance (Major Electric Appliance) - Install or Replace, Fridge, Freezer or Ice Maker Repair or Service, Electrical Baseboard or Wall Heater - Repair,

About us

We are a full service heating and air conditioning company. Family owned & operated, we have been providing our customers with dependable service throughout Philadelphia, New Jersey, Bucks and Montgomery Counties. Throughout our history--46 years at the same location--we have worked hard to stay at the cutting edge of the ever-evolving heating and cooling industry. We have built our company on honesty and integrity in everything we do and it shows with our level of service. Our dedication to quality service and professionalism has earned us customers' confidence and trust. 32 employees. No subs. Charges a flat rate. No travel charges. Additional email - [email protected]

Business highlights

Emergency services offered
56 years of experience

Services we offer

Heating & air conditioning - design & build services & installation, air quality, central air conditioning, commercial refrigeration. Commercial & residential markets. Rooftop replacement equipment, duct work & cleaning, ductless solutions, gas boilers, gas furnaces, heat pumps, high velocity, humidification, oil boilers, oil furnaces, plasma sheet metal, tank less water heaters, ventilation, water heaters

Amenities

Emergency Services

Yes

Accepted Payment Methods

  • CreditCard
Reviews
4.6206 Reviews
Write a review
Number of StarsImage of DistributionNumber of Ratings
5
83%
4
7%
3
4%
2
2%
1
4%
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Showing 1-25 of 206 reviews
Kay H.
Mar 2024
5.0
Yes, I recommend this pro
Custom Aire installed a beautiful boiler in my house!! The experience was great! The guys, especially Mike W were so easy to work with. They remained professional and respectful of my home while doing a really good job! I now have heat throughout the house and it feels wonderful. Highly recommend!!
Steve M.
Jul 2023
1.0
$25,000
WORST COMPANY EVER! NEVER NEVER USE CUSTOM AIRE, INC. This may be long but worth the read if it will save you time, money and aggravation. We had 6 new high quality mini splits installed in March 2022. They are running on two different systems. One mini split was installed in each of our 3 bedrooms with condensation pumps to pump the water up through the attic to our main roof. From the very first use the pumps created an extremely loud noise the woke everyone up whenever they turned on. We had a tech out who told us the pumps should not have been installed on the rafters and he would order a part to quiet them down. Over four weeks later after multiple phone calls we found out the tech closed out the job as completed. Over the course of the summer we had several more techs come out, one of which laughed at how loud they were but did nothing to address the problem. Please realize that no one is getting a good nights sleep. Several more calls and another tech comes and brings the general manager who was professional but gave an attitude like HE was tired of dealing with this issue. He said he would order the parts and have them installed. We never heard from him again. And we still hear the pumps going on every night when we use the air conditioning. Since then, we received a call in February from a woman in the company asking if we wanted to schedule ‘spring maintenance’ appointment. I told her our issues still hasn't been resolved and that still needed to be done and a call back in the spring to schedule. We never got that follow up for either the maintenance or the issues. We did however receive a letter in the mail from them in April asking for $521.60 for our annual maintenance fee. We paid that left a message to set up our visit but still no call. So last night (June 30, 2023) we noticed water leaking from the unit in our living room. The 3 downstair units don't have condensation pumps because the are gravity drained to our basement then the water is pumped to our utility sink. We placed a call last night to their after hours service. A tech called back states he was on a job that would be awhile but he would be out. He then told us the fee would be $130. We disputed the fee and explained the issues we were having since the units were installed. He said he would call his general manager to see how he would proceed. He called us back and said we would still have to pay the fee but we could call the general manager today. He said it was a GM with a lot of experience and he should be able to help. I even asked if the manager would be in on a Saturday during a holiday weekend and was told he would be. I called today and the answering service stated no one was in but a tech would get back to me. CUSTON AIRE, INC. HAS THE WORST CUSTOMER SERVICE, POOR DESIGN, POOR INSTALLATION! They took our money and ran, not caring about the customer or their finished product.
Barry C.
Jan 2021
5.0
Yes, I recommend this pro
$265
Excellent service as usual. Technician Matt was very professional and explained everything
Elisha A.
Jul 2020
5.0
Yes, I recommend this pro
Custom Aire is an exceptional Company with exceptional people! I have been a long time customer and every interaction with the entire team has been excellent. My water heater died, and Jessica, who is amazing, immediately facilitated everything, and I was able to get a new water heater installed the same day. James Carr installed the water heater, and he was terrific. He was knowledgeable, talented, prompt and kind. I am very grateful, and would recommend Customer Aire without reservation.
Corey B.
Aug 2019
2.0
They did not respond to my attempts to contact them. They only filed the permits when the township threatened to fine them.
Cornell M.
Feb 2019
1.0
Terrible customer service Excessively high prices Will never hire again or recommend
Steve P.
Aug 2018
1.0
$397
I have used Custom Aire in the past and been very happy with the service. Unfortunately, this time my experience with them was incredibly frustrating as they recommended an extremely expense (and turns out unnecessary) repair, and then charged me for a "repair" that I did not approve and which did not result in my AC working. The one positive of the entire experience was that Custom Aire was able to send a technician the same day I called them about the issue. During the visit, the tech inspected the AC unit and informed me that I would need replace 3 items (1) the control board, (2) the capacitor, and (3) the motor, in order to fix our system for a total cost of ~$2,400. However, the tech really recommended I replace the entire unit for ~$6,000, since my unit uses the older R-22 refrigerant. Given the high price, I had a 2nd company (TJB) come out to take a look and provide an estimate. The TJB tech diagnosed only a bad capacitor and replaced it for $175. My AC then started up immediately and has now been working perfectly since then. I even asked the TJB tech to check the amps on the motor, and he confirmed it was operating normally (the Custom Aire tech stated it was overamping, which was the primary issue). The 2nd issue with Custom Aire is the cost of the diagnostic visit. I agreed upfront to pay $85 for them to come to the house and do the diagnostic on the AC. This is customary, so I have no issue paying this. However, instead of charging me $85 for the visit, Custom Aire charged me $397.50. I did not know about the additional charge (beyond the $85) until I saw a much higher charge show up on an invoice they mailed to me the next day. When I called back to ask about this, they told me this was the additional cost for the tech to repair the capacitor. At no point during the visit did they ask me if I wanted the tech to repair this, and I don't understand how they can say it was repaired if my AC unit was still not working when they left AND they still recommended replacing the capacitor as part of the $2400 repair. I have called them several times to undo the "repair" charge, but they are unwilling to refund this. Overall, a very frustrating experience, and I would not recommend them based on the pricing, inability to correctly diagnose the issue, and customer service.
William B.
Aug 2018
1.0
$175
I set up an appointment with James (Service Manager) on Thursday. The appointment was for Friday between noon and 4:00 p.m. When the service technician did not show up by 4:10 p.m., I contacted the office, and the fill-in receptionist or answering service could only take a message. I left a message for James. Under the circumstances, I expected a return call on Friday afternoon/evening which I did not receive. Customer service and punctuality do not appear to be top priorities for Custom Aire. It seems that Custom Aire does not need the business or does not wish to service my location, or perhaps, both. Whatever the actual reason, I would not recommend Custom Aire based on their lack of responsiveness, customer service, and punctuality.
Stephen B.
Feb 2018
5.0
Yes, I recommend this pro
They are very good and I would recommend them.
Marian W.
Jan 2018
3.0
When i first called they came out and did a great job. But then I needed a new hot water heater; the quote from Custom Aire was more than $300 higher than the other estimates I got.
Bruce M.
Oct 2017
5.0
Yes, I recommend this pro
$95
WORKED EFFICIENTLY AND CLEANED WORK AREA BEFORE LEAVING. CHECKED ALL SYSTEMS FOR SERVICEABILITY AND SAFETY.
Response from Custom Aire HVAC & Duct Cleaning

"Thank you for choosing Custom Aire, Inc. for your HVAC & Duct Cleaning needs. We are pleased to hear that you were satisfied with your Service visit and thank you for taking the time to grade and write a review for our company. We work for your satisfaction. If there is anything else that we can do to help you, please feel free to contact us. I thank you for having the trust in our company to provide the same top quality we deliver to every valued customer. Thank You Again! Sincerely, Scott Schneider, President"

Stephen B.
Oct 2017
5.0
Yes, I recommend this pro
The price was accurate to what it should be.
Joan V.
Aug 2017
5.0
Yes, I recommend this pro
The technician spent a lot of time going over everything very carefully and even cleaned out the outside Air Conditioner which was full of leaves and greens from the surrounding flowers.
Response from Custom Aire HVAC & Duct Cleaning

"Mrs. Valtiente, Thank you for business. Your feed back is important to us here at Custom Aire. Have a great day, Custom Aire Staff."

Xia C.
Jun 2017
4.0
Yes, I recommend this pro
.
ROBERT H.
Jun 2017
1.0
$130
When I called them for an estimate, their customer service was less than satisfactory. It was less than low. They said that I had called them two years before and that they didn't really want to service this area. I was like, "no problem".
Ryan H.
Jun 2017
5.0
Yes, I recommend this pro
Great. Very professional, informative, did a great job. Cost more than the groupon price which was a little disappointing but were more vents then were covered on the offer and my HVAC system was in bad shape so the cleaning for that was more entailed. I was really pleased with the work.
Response from Custom Aire HVAC & Duct Cleaning

"Dear [Member Name Removed], Thank you for choosing Custom Aire, Inc. once again for your HVAC & Duct Cleaning needs. We are pleased to hear that you were satisfied with the work performed and thank you for taking the time to grade and write a review for our company. We strive for perfection. If there is anything else that we can do to provide you with the best service please feel free to contact our office. I thank you for having the trust in our company to provide the same top quality we deliver at every customer's home. It was truly a pleasure to be able to work for you and thank you for inviting us into your home. Thank You Again! Sincerely, Scott Schneider, President"

Michelle W.
May 2017
1.0
$500
I hired Custom Aire for installation of Mitsubishi heating and cooling units several years ago. I was happy with the work at that time. Recently, one of the units stopped working, and I had someone come out to assess and repair the unit. It cost $100 to diagnose the problem and almost $400 for them to come back and fix it (they do not give you a discount if they return to do the repair after they diagnose the problem). The same guy who diagnosed the problem came to do the repairs, and after about an hour and half, told me everything was working fine and had me sign the work order without showing me that the unit was actually fixed. After he left, I went to turn on the unit and it did not work. I called the service department, and they sent a different repairman to check the unit. They did not charge me for this reassessment, which I expected as I had already paid for the unit to be fixed, and it had not been. The second repairman diagnosed a totally different problem. I talked to the service department about having that problem fixed, and Matt, the service department manager, let me know that he would charge me full price for the second repair. When I questioned why I would be charged as I had already paid for repairs that did not actually fix the unit, he told me -- without any proof -- that the first repairman had fixed the unit, that it was fully functional when he left my house, but it had broken again in the 20 minutes between when the first service repairman left, and when I went to turn the unit on. Of course, that would mean that the unit had broken while it wasn't even running. I asked if I could speak with someone else, and Matt patched me through to what he said was the owner's phone. I don't know if it was actually the owner's phone, because no one picked up, and the voicemail did not identify whose phone it was. Whoever it was, they haven't called back. I'm out $500, the unit still doesn't work, and if I want to give them a shot at actually fixing it, it's going to cost me a boatload more. I'm trying to figure out who to report them to, as it seems to me they fraudulently took my money for the first repair. I don't believe for a second that the unit broke in the 20 minutes between when the repairman left and when I tried to turn it on, and they charged me anyway.
Response from Custom Aire HVAC & Duct Cleaning

"Dear Ms. [Member Name Removed], This is Scott Schneider and I'm the President of Custom Aire. This is the first I'm hearing of this and I must apologize to you for the way this was handled. I have been out of the office most of the week. I wiill personally review everything that occurred and the corresponding invoices.and get back to you today. Please give me a chance to resolve this issue for you today. If you EVER need anything or are not getting answers, my telephone number is 215-638-1800 x113 and my cell phone is 215-833-4274 which you can call at any time. Can you please call me or give me the best number to reach you on today. Looking forward to resolving this issue for you!! Scott"

GLADYS W.
May 2017
5.0
Yes, I recommend this pro
They were great, clean, arrived on time, and got the job done ahead of time. The units works well.
Response from Custom Aire HVAC & Duct Cleaning

"Thank you so very much for taking the time to write this review. I'd also like to thank you for the trust you placed in us and for inviting us into your home. We stand ready to help you in any way possible. The team at Custom Aire Scott Schneider"

Sandra F.
Apr 2017
5.0
Yes, I recommend this pro
$6,500
Custom Aire was very professional from initial inspection and bid, through complete system replacement. They used high quality products and everything has worked well since the installation. They also followed up to make sure that the heat and AC are working well. They were slightly more expensive than the lowest bid, but I had more confidence in their expertise and technician's skill than in the other vendors.
Response from Custom Aire HVAC & Duct Cleaning

"Dear Ms. [Member Name Removed], Thank you so very much for taking the time to write this review and for trusting us with your system replacement. We strive to provide top quality installations and service. Our goal is to value each and every customer and treat them with the respect all deserve. We are a phone call away if there is ever anything we can do to help you. Thank you again for allowing us to work for you Scott Schneider Custom Aire Inc."

Lisa A.
Apr 2017
5.0
Yes, I recommend this pro
Fantastic. For the second time in a row, I had the same tech, Jon Keppol come out to my house. He was on time and wore booties for cleanliness. Jon is about as professional as they come. A super sweet, efficient and knowledgeable guy-doesn't mind a chatty customer either! Part of the maintenance involves cleaning the compressor and nobody has ever done as complete a job as Jon. He really put in the time and the work and I felt confident when he left that my AC system was in great shape. I hope he stays with Custom Aire as I will request him in the future.
Response from Custom Aire HVAC & Duct Cleaning

"[Member Name Removed], Thank you so much for taking the time to write this review. I will make sure Jon gets a copy of this as well as his manager. I thank you for inviting us into your home and for allowing us to work for you. We are here to help in any way possible. Thank you again for being such a valued and important customer. Scott"

Eileen C.
Apr 2017
5.0
Yes, I recommend this pro
$167
I have used their service several times, my dryer vent runs a long distance under the crawl space to the exterior wall and must be cleaned annually. I am always satisfied with the service.
Response from Custom Aire HVAC & Duct Cleaning

"Dear [member name removed], Thank you so much for taking the time to write this review. I will make sure that Joe gets a copy of this as well as his manager Don. I thank you for inviting us into your home and for allowing us to work for you. We are here to help in any [Member Information Removed] possible. Thank you again for being such a valued customer. Scott"

Barbara S.
Feb 2017
1.0
It did not go. There was no phone call so I am giving up and choosing another vendor. This company has the worst customer service I have ever experienced and I would never recommend them. I have never had to chase down a vendor and was foolish to have kept at it so long.
Catherine B.
Dec 2016
1.0
unknown
James H.
Nov 2016
1.0
$7,500
They have to come back multiple times to get it right. The entire experience was a complete nightmare.
Monique G.
Oct 2016
5.0
Yes, I recommend this pro
$140
Great! They wore protective covers over shoes to protect my floors.
...
Showing 1-25 of 206

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FAQ

Custom Aire HVAC & Duct Cleaning is currently rated 4.6 overall out of 5.
Custom Aire HVAC & Duct Cleaning accepts the following forms of payment: CreditCard
No, Custom Aire HVAC & Duct Cleaning does not offer free project estimates.
No, Custom Aire HVAC & Duct Cleaning does not offer eco-friendly accreditations.
No, Custom Aire HVAC & Duct Cleaning does not offer a senior discount.
Yes, Custom Aire HVAC & Duct Cleaning offers emergency services.
No, Custom Aire HVAC & Duct Cleaning does not offer warranties.