Falcon Heating and Air Conditioning Inc

The technician was prompt and professional. He thoroughly explained everything and gave us some pointers. It was very educational. It was covered under warranty so there was no charge.

We have a contract with them because they were the installers, so it keeps all of my manufacture’s warranty’s valid. Even though the part was covered under the manufacturer’s warranty, the labor and the coolant is not. The price was ridiculous. They were good quality. Responsiveness rating – I’ve got to say an “A”, they bend over backwards. We have to use them, we’re practically obligated. I would tell others that we had to use them, I would have picked someone use.

They do what they need to and they don't overcharge me or try and get me to do things that don't need to be done.

Great. Problem identified quickly and replacement part and fix made within days.

We have a contract with them. Yes I would use them again.

Great. Very professional and knowlegable tech.

unknown

Went badly!  
I am writing in regards to a service/customer service issue at Falcon Heating and Air.  I purchased my home in the Marlboro Ridge Subdivision on 3/15/2016.  Since temperatures were low the air conditioner was not used.  I had the first opportunity to turn on the air conditioner on May 24, 2016.  The downstairs unit worked perfectly, but the temperature only rose upstairs.  The temp was steady between 79-81 degrees.
I called Falcon Heating and Air the very next morning and they sent Josh out.  Josh told me that that there was a valve that was not attached at installation and there was no fluid inside.  He said it was totally dry.  He took a couple of hours to make corrections.
I joined Josh upstairs and told him I did not feel anything and that I did not hear the fan.  He used a temperature gauge at the vent to show me that cool air was indeed blowing and asked me to lower the temp downstairs to assist lowering the temperature upstairs which I did.  As he left he told me that he would check back on the condition of the temp in the house.  By midnight the temp had only gone to 77 degrees Fahrenheit.  Needless to say, there was no check back.
By morning as the sun rose, so did the temperature upstairs.  The temperature quickly escalated to 80 degrees.  I called Falcon to report the issue again, but my call was sent to a voice mail.  By the time Reece and Allan called back they were quick to tell me that Falcon could only get to me on this upcoming Tuesday.

I explained to them that this issue was still not resolved and that something needed to be done before Tuesday and I was told, 'Your air conditioner is a convenience and not a necessity".  I was floored!  I could not believe a vendor was saying this to a customer regarding an item that had not been installed properly.  I, of course, asked if the situation was reversed what would they do and of course it was basically, this is all we have.  Deal with it.  He said that your company had 10 appointments on Friday.  They are not working the weekend and Monday was a holiday.  I asked again if there was someone who could come and again he echoed that my air conditioner was not a priority because it was not an emergency.  Again, I was totally in shock by the behavior and tone.  
I told the young man I was speaking with that his tone and responses to me were not acceptable and his customer service skills were lacking.  I asked for the names, email addresses, and numbers of the manager and owners and he said he was not allowed to give out the information, but gave me one basic phone number.