Arctic Air Heating & AC

The initial call was just a service call to see why the relatively new units were not cooling well in certain parts of the house. We thought they might just need servicing. Chad told us that the duct work was original to the house (30 years old) and the plastic had broken down. He said that the cool air was leaking out into the attic and all of the ducts needed to be replaced. We were quoted $4400 to replace all ducts, reconfigure connections to the units in both zones, and replace the thermostats. It was estimated that the work could be done in 1 day. Since the company was highly recommended by our friends who had work done by Chad's father for years and lately by Chad himself, we did not get other quotes. They were punctual and started early in the morning. At 8:30 p.m. they were still working on the downstairs unit. Chad told us that he had misquoted the job because he based it on 13 ducts and he had already done 19. He told us he was going into the hole financially but he would "do a good job and make us happy". He made a pretty big deal of how much it was costing him because HE misquoted the cost. He told us that he was about $1800 under what he needed to be and that the material was over $900. We agreed to pay him an additional $950. It turns out that he charged our credit card for $4200 instead of $4400 on the original quote and then took a check for the rest. Don't know why the overage was to be in a check and the rest was put on our credit card. A few hours after they left we noticed that the air conditioner was not coming on downstairs. We called Chad and he came right over within 20 minutes. He said it was his fault because he had not closed the front of the unit and there was a switch that would keep it from running if the front was not secure. He was a bit defensive, acting as if we accused him of something, and kept saying that he didn't mean to do it. We did not accuse him of anything but did think that he should had checked everything before leaving the job. 2 days later we came home to a flood in our laundry room. The downstairs unit is in the attic right above the utility room. Newly painted walls and ceiling were water stained and one wall of the water heater closet was mushy. We called Chad again and he did respond pretty quickly. He checked the attic and then went to the upstairs unit looking for a leak because he said the downstairs pan was dry. We told him that we had a small leak before when the new unit was put in because the drain pipe was jostled. Sure enough he went back and checked the drain to find that it had been disconnected and all of the condensation and gone into the walls. He said that the drain pipe had been done wrong by the previous installers but did admit that his guys "probably" knocked it loose when they were working. We still don't understand why a person who was supposed to tell us what was wrong with our unit would not point out the the drain pipe was wrong and needed to be fixed. He told us to have our painter call him about getting painting and wall repaIr done. We want to make it clear that he did not refuse to pay the repair. We just decided we didn't want any dealings with him further and really don't even want to talk to him to negotiate the reimbursement. Part of his paperwork has the Solarium Pl address and part has 2809 Regal Row (also in Plano) as an address. We have a 1 year warranty.