Custom Aire HVAC & Duct Cleaning

Call was promptly returned although i called after normal business hours. Technician arrived within the promised hour. He diagnosed  and fixed the problem quickly. He was also very patient ,courteous and polite.. Now my house no longer feels like a sauna!! I would definitely use again and in fact plan on buying a service contract.

Daryl was extremely thorough, professional and accessible. The servicemen were clean, respectful, and explained each step of the process to us. We would highly recommend this company if you have the misfortune of needing a new AC and furnace!

The gentleman came out and take a look at things and I guess it work that okay but I never got their follow up.

They were prompt, friendly and professional. everything was explained in detail. The new equipment worked fine.

Technician arrived on time and was very personable/friendly yet focused and ready to resolve the problem.
He initially quoted an incorrect price for the capacitor BUT after visiting his truck for the needed part he came back and let me know he had given me an incorrect price for the part and adjusted the price (which ended up being lower).  That was very honest move.

The provider was very responsive and sent a technician to my house within one day. The technician was very courteous and took the time to explain what he was doing every step of the way. My A/C was up and running within minutes of his arrival. The tech gave me several options regarding repair and most importantly, didn't give me the feeling that I was being taken advantage of. I recommend this provider to everyone.

The installation of the AC went smoothly, though we had some issues with the oil boiler, which Custom Aire really went above and beyond to correct. The employees are friendly (some of the nicest I've met) and VP Scott Schneider is a good guy. I plan to keep giving them my business to service the equipment.

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!