Custom Aire HVAC & Duct Cleaning

1st, he came to the appt. 4 hrs early' I wasn't there & my contractor reminded him that the appt. was at 2pm- not 10am. He did return, close to our appointed time. I told him that time was a big issue & if need be I'd break the job up into 2 parts but I really need the duct work replaced. He said he understood. I never received the estimate. I called back & left a msg., he called me back when he was on his way out the door- late for an appt., he said- promised to send me another email- didn't verify my email address but then said he'd call me the next day. He hasn't. I'm looking for another company now. They installed the central air iin my current home & service my unit regularly with no problems. I never imagined I'd have to go with another company to have more work done.

Justin came out and provided the estimate and described their services. Although their price was the highest of the 4 estimates They were hired to dot he work. Justin was a pleasure to do business with. Very professional and happy as he went about the job. Tarps were spread to protect the floors and furniture. Used camera to check on the cleaning as he did it and offered me the chance to see what was happening in the ducts as he cleaned them. The chemical applied to sanitize the system bothered my wife for a few hours. Not an unpleasant smell, just that the fumes bothered my wife's nose.

They emptied the old tank, placed it on the curb, installed new tank with new pipes and lever, cleaned area, hauled away old heater.

The repair went well. Had to wait a week before the warranted part came in but they expedited and repaired as quickly as possible. This 3-year old unit (not installed by Comfort Aire) stopped blowing cold air and was diagnosed as needing a new outside coil. Of course it broke during the heat wave but they did the best they could at getting it repaired as quickly as possible. They were professional and efficient and I would certainly call on them again if ever needed. I strongly recommend their services.

Fast and professional. Good customer service team. Felt like a reliable outfit that responded to all my questions.

I always saw our house to be a challenging place to have duct work installed due to the lack of space since it was not included in the original construction in the early 50's. However, Custom Aire was able to come up with a plan, execute it and make it efficient. There was no way to get to every room of the house with having some exposed ducts but they kept it at the absolute minimum. They finished within the time discussed and cleaned up after themselves.

It worked out excellent. They threw in some add ons like the humidifier as well. The price was good I used a coupon from Angie's List. The men were very knowledgable asked me what side of the house I wanted the A/C unit on. The salesman was not pushy and suggested several different options as well as listening to what I had to say.

This is an updated review. I have completely scrapped my previous review as everything has gone downhill since then. From top to bottom, we have experienced staff that has ranged from unresponsive to extremely rude, on top of the fact that the installed system still does not work as advertised. POOR SYSTEM PERFORMANCE We started using the system in late February and noted that there was upwards of a 10 degree difference between upstairs (where the thermostat is) and downstairs (70 vs. 60). It took two months and two visits before they allegedly fixed it by installing additional vents downstairs and providing plugs to close off the upstairs vents. By then, it was late April and generally too warm to effectively evaluate the adjusted performance. When we switched to A/C, the very first day we used it, it failed. The condenser short-cycled repeatedly on start-up. The first technician said he fixed the problem and just as he was about to leave, it happened again. They had to return again the next day and spent 5 hours fixing the issue. The short cycling appears to have been resolved. However... The system is now extremely unbalanced for A/C. Upstairs cannot get below 82 during the day, while downstairs has gotten as low as 68. This results in the system running continuously all day without a single break. This issue is, as yet, unresolved. POOR CUSTOMER SERVICE The salesman was sloppy at first, making multiple mistakes on forms that I had to correct. He sold me the system promising a energy efficiency rebate from my electric company, but the electric company said it did not qualify. Eventually, he stopped replying to my emails regarding the rebate and the heating imbalance, at which point I was put in contact with the VP, Scott Schneider. He provided a check for the rebate amount, but that does not cover the continual cost of a system that is not as efficient as advertised. The VP offered to extend the warranty by 1 year and provide a 1 year service agreement at no cost. We agreed and asked for official paperwork to that effect. A month later and there's still no paperwork (despite multiple queries). The installation team also appeared somewhat sloppy. They did not properly seal holes drilled through our exterior walls for the plumbing/wiring. In one case, they "insulated" it with bubble wrap. There were also multiple cigarette butts, insulation scraps, and sheet metal screws found in the area of the garage and driveway. One technician who came to our house (on one of 4 service visits in 3 months) was condescending to me and my wife. When we asked how many ducts it was safe to close in attempts to balance the system, he told me, "That's a crazy question." When my wife later asked, he told her, "No more than 5. That's basic 4th grade physics." When we failed to get within 12 degrees between upstairs and downstairs when cooling, we contacted the VP again (who had been our primary point of contact since the salesman stopped returning our emails). I emailed and my wife called. He told my wife that he had returned my email (he hadn't, which isn't the first time he said he emailed me and it never showed up) and that he or someone from the company would call the next day. By close of business the next day, no one had called so we called him and left a message. After another hour, we called the business line and left a message. Someone eventually called back but only told us someone else would call back tomorrow. Given their poor record of replies (lack thereof), we insisted on getting in touch with someone who could help us immediately. The individual refused to give us his name or any other number to call, and eventually used the "F" word and hung up on us twice. The VP still has not contacted us.

Recently they gave me an estimate to replace a part in my heating unit. They gave me an estimate of a flat rate. The technician was there for five hours. He kept breaking his tools and was having a difficult time getting the unit back in. The service manager, Jim Ziegler, called me he said the technician was having a hard time and that I needed to replace the furnace. I told him I was not replacing the unit and that I just wanted it put back together. He called and told me that if he sent somebody out, they were going to have to charge by hour. I told him "no", that he had estimated a flat rate. The service manager said that he had my credit card on file for the payment.I told him not to use my bank card on file that I wanted to use a different card and that I would give it to him once the job was completed. They sent another technician out who completed the job. I tried to give the technician my credit card, he told me to call it into the office. I called the office, they were closed. The next morning I called and talked to Megan. She said that she would put the new credit card on file. Later, I checked my bank card and they had taken the $1,000.00 from the credit card I had specifically told them not to use earlier that morning. I have been calling for the last hour trying to get somebody to contact me about the charge. Now everyone I had previously spoken to is "unavailable". The girl I spoke to said that they reversed the charge so I called my bank and they said that they did not reverse it.

From our initial call to the completion of the service, CustomAire was prompt, courteous and forthright. They were patient and willing to work with our elderly parents in the completion of the job. In addition they made an adjustment to their water heater (at no additional charge) which has yielded significantly more hot water. We would recommend working with CustomAire.

They're great! I've been using them for at least 5 years now & found them on Angie's List. They're timely, polite, & I can actually talk to the dispatcher & discuss the issue before they send someone out which is really nice! They're just a terrific company to work with.

He arrived during the time promised. He put on protective foot wear. He explained everything that he was doing offered me a service contract which I declined and cleaned up everything. I had to pay a flat rate to have the dead bird removed even though I put it in the trash. That is ok but the flat rate was a bit much. Now I have heat in the house again.

I worked with Geoff on this project and after getting over a half dozen quotes, these guys took the lead. They clearly were a "softer sell" and knew their stuff -- and if didn't know something Geoff would be honest about it (rare in this industry). The 2 installers (plus more when it came to chimney liner, tank removal, etc.) were amazing -- they ended up moving the entire system back to give us more room in the basement, had the old oil tank removed (some other vendors wouldn't even do it as part of their package), and just made everything go perfectly -- and more -- because the installers were meticulous plus went over and above just the HVAC install. I can't recommend them highly enough -- big relief, because is a huge purchase. The system is high efficiency and changes the feel of the entire home -- just wonderful. I know I was a pain since I was on top of them during the entire process -- and they took it all in stride.

The technician (John) was efficient, thorough and professional.

I had many contractors do surveys and submit proposals. Custom Aire were the most knowledgeable, upfront and seemed the most honest. They installed a new gas furnace, removed the existing oil tank and did it all exactly the way they said they would. They were very professional and respected both myself and my home. They were very careful and kept everything very clean. Their employees were polite, respectful and easy to deal with. I would recommend them to anyone based on my experience.

Norm, Bob, and Justin have all worked in my home from the summer of 2012 through today, February 8, 2013. I found the company through Angie's List when my air conditioner broke and Norm came out to fix it. Six months later, Bob came out to service the furnace and make sure it was running properly and Justin came out to install the Air Purifier and clean the air ducts. Not only does the house smell better but my gas bill has been cut in half. Today Justin returned to vent my dryer. Several contractors told me it could not be done. He did it in a short period of time for under $400 for labor and supplies.I am thrilled with this company and have recommended it to my neighbors and friends!

Great. Converted from Oil to Gas. Techs were ontime, very polite, very professional and very neat. Also, we added an ac/heat unit on our porch. We were very pleased with the whole process from estimate to completion.

Excellent! Ask for Justin, he is very professional and loves what he does, very thorough. He did extra things for me free of charge like putting a fire extinguisher on the wall, patching up the wall with exposed insulation right by the air intake. His price was about $10 more than the competition, but it was definitely worth it. he spent about 6 hours doing the job!

Never called never emailed...even though I emailed through the List. Company owner has contacted me and offered to make things right as of 2/1/2013. I had already gone with another company but I DO appreciate his response.

They disposed of the old oil boiler and oil tank. They arranged for all necessary permitting. They came in and handled everything professionally. They provided me with a very reasonable quote compared to the others that I received. The work was done as scheduled and without any incident. The guys cleaned up and did a great job. I called them for a follow up because the water pressure was too much. They needed to install an expansion tank on the water heater. They came back without question and I was very impressed by that.

It was the first time I had used them. I was very pleased with them. I liked that they came promptly. They were even early for the appointment. The service man came in did the work in about an hour. I thought he did a very good job. He told me exactly what he was doing and why.

I contacted Custom Aire about getting a new heating furnace installed to replace my existing one that was damaged from a flood in my basement. They scheduled for someone to come out to the property to talk about the replacement options and I met with Mike Ewing who was very professional and very knowledgeable. He was able to present to me what my options were for replacements and he explained the differences between the options as far as price and the differences between how the units would be installed. All the units were Carrier units because that's the only brand they install. The only difference between the options were the efficiency ratings. He answered all of my questions completely and he made me comfortable with going with Custom Aire. He gave me all the information I needed to make an informed decision and I never felt rushed. I appreciated that he did not pressure me into choosing one option over another. At the end, I decided to install a similar efficiency unit which costed less and allowed me to stay within my budget. The actual installation was scheduled for the very next week on a Friday and was supposed to take one day. There were two installers, Eric and Tom, who performed the installation of the new unit and removal of the old one. They were very courteous and professional. I was not present during the installation but they made sure to keep me updated throughout the work by calling me when they had questions and when they were complete with the job. I felt comfortable with not being present at the house because I had other contractors working in the home that day. The only issue I had with the install was that they did not have the correct parts (return air ductwork) to complete the job in one day, so they had to come out a second time to complete the installation. Even though I had to wait a few extra days for the work to be 100% completed, the heating furnace was able to pump hot air in the meantime, so it did not delay the other construction work I had scheduled in the house for drywalling and plastering. Overall, the experience was good and the price was right compared to other companies I received quotes from.

We came home from a business trip to find out that our AC unit was not working. Called Custom Aire and they came out to our house the very next day. Workers were super nice...work was done in a timely manner. Got my air temporarily working the next day and came back the next day to finish the install. Love this company! Super nice people, price was not to bad on a complete AC unit . I will definitely use them again if I ever need AC work !

OK probably with regard to the diagnosis, but the replacement estimates were out of sight, and not all options were explored properly. Other than the prelim estimate given by the person who came for the diagnosis, don't think the final estimates were ever given (not that I was really interested given the high prelim estimate).

Service was quick and for a weekend.