Pilot Heating and Cooling LLC

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Initially they were fine. When I addressed any issues they were good with taking care of that. Later I had a service agreement with them and they ended up selling it to another company.  The other party would not honor the second half of the agreement and I cannot reach Pilot either. Their phone number will not work anymore.

They gave me a quote for two air conditioning units, and I wrote it down on the notepad.  I had the owner initial and date the price I had written down.  When everything was done, they tried to charge me for a different rate without the discount we had agreed to – an extra four thousand dollars.  We went through a series of exchanges not only here but calling the office.  Without that piece of paper, I would have been totally out of luck.  When I proved in writing that they had promised me this lower price, they acted really resentful towards me.  They had to come back out only a few weeks after installation as the thermostat wasn’t working at all.  They actually charged me for the service call.    A neighbor was there to let them in, and my neighbor wrote them a check to help cover me! I asked them when the warrantee kicked in for the new systems.  They did not seem to care much at all about good customer relations or earning repeat business.  I can't help but feel that they were not very respectful to me as a woman.

We called Pilot Heating & Cooling, a locally owned company,  in 2011 when the office A/C unit went out and our "regular" A/C company ignored our requests for service.  The response was quick although after examining the unit the decision was not to repair the old Freon-based unit but to replace.  Following discussion of our options, the unit was ordered and installed within a couple of days.  They also discussed with us their maintenance program for spring and fall.  We were shocked to find out the list of  what they checked for spring and summer maintenance compared to the 5 minutes our other company took.  We are very satisfied with the service and have the maintenance agreement - they call us to make sure we get scheduled for the maintenance and are always punctual.  We highly recommend this company.

Since install of new units in May 2008, have had 14+ service calls for various problems including adding coolant that I have been ask to pay for.  I have had to purchase 2 stand alone portable A/C units for 2 bedrooms to cool them efficiently.  Most recent problem was replacing a leaking coil in one unit that I had to convince Pilot to ask the manufacturer (Lennox) to pay labor (was told part only was covered even though it was obvious to me coolant had been leaking for many months to years).
Most recently, had a different A/C company come out for an energy efficiency check and was told that the coils in both units were installed incorrectly and needed to be transitioned to a more efficient position in furnace and would cost me $1,000. each to move since they were not installed correctly in 2008.

They were polite, prompt, professional, and neat. Explained everything in detail.

We have found that one technician is excellent and when we get him everything is fine, but other technicians aren’t so good.

Per the invoice, the recommendation from the AC technician at Pilot Heating and Cooling was to "replace units due to age and usage."  

I spoke with the technician in very specific terms.  I acknowledged the age of the unit, but asked if it was his personal unit and he wanted to save money by fixing only the specific item that was broken...what would that item be and how much would it cost to repair?  The technician would not answer the question, but instead insisted the unit should be replaced in its entirety...that was the only viable solution.

Subsequently, I called and talked with the owner.  I told him the story and asked the same specific question.  He also refused to answer the question and instead gave me the same answer...that we should replace the item in its entirety...that was the only viable solution. 

As a result, we called our home warranty company, AHS, and they sent out a different AC Company (SA Specialties).  They installed a new "Hard Start" per the invoice.  Our total bill to AHS was $60.00.  

I called back to the owner of Pilot AC and told him the rest of the story, asking for a refund on my money.  He refused to comply.

I have invoices from both AC companies to back up my story.  By the way, the unit ran problem-free for another 2 years after the second company (SA Specialties) replaced the "Hard Start".

They seemed to be very courteous and competent.

The installation of our A/C unit went well. The techs were very knowledgable and professional. Their customer service is great. They clean up after them selves and are punctual.

I am pleased with them. They are friendly and personable. Their customer service is great.