FACT HVAC

Title: Good Technicians but Somewhat Broken Processes

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I recently purchased an AC unit from FACT HVAC, and overall, my experience has been a mixed bag. First, the positive: the installation process was smooth, and the technician who came to handle the job was impressive. Not only was he highly skilled and knowledgeable, but he also went above and beyond to ensure that everything was working as it should, and I was completely satisfied.

However, the situation took a downturn when it came to the installation of the new air handler, a process which required some drywall in my home to be broken. I was prepared for this, as I was informed in advance, and accepted it as part of the process.

The problem, however, lies in the aftermath. It has been three weeks since the AC install and my drywall is still in a state of disrepair. Numerous calls and emails to the company have resulted in a chorus of assurances that the situation would be addressed promptly, but as of yet, no action has been taken.

I understand that in the grand scheme of things, this may seem like a minor inconvenience. But it's frustrating to have to constantly follow up and live with an eyesore in my otherwise neat home.

To conclude, while I highly commend the technical expertise and the quality of the AC unit itself, I am left disappointed with the after-sales service and the handling of the drywall issue. For a company that prides itself on its quality, this oversight seems out of character. I hope that my feedback can prompt some process improvements and customer communication refinements at FACT HVAC. I still have faith in their services but would appreciate a swifter resolution to problems in the future.

These people were the absolute worst people to ever work with, they do not return calls. When you do get someone on the phone they gaslight you and tell you it is not their fault. They did work replacing my coils in Feb/March time of 2023. They tried to charge me for things that they did not perform 175 for access to the attic. When I called them out about it the technician didn't even know what that charge was for and had to call the office to figure it out it was finally removed. Fast forward to April time and when I turned on the system nothing worked. When I talked to Mike at the company he told me to contact the warranty company I did. After a week they never called to setup service I had to change providers with my warranty company the new company came out and determined these guys didn't fix the problem in the first place. They were re-dispatched out and then I was informed that in the last week they no longer word with my warranty company. DO NOT USE THESE people especially if you are a single female they will gaslight you and try to over charge you.

The entire experience with Fact was seamless. The technician Richard arrived ahead of schedule and was very patient explaining the inspection process and suggested repairs on my very old HVAC. He was educational and super friendly without being pushy or salesy at all, which I greatly appreciated. I was presented with a written estimate for repairs/maintenance, as well as the cost of a new unit for comparison, without any pressure to make a decision on the spot. I'm so grateful they are doing things the right way and highly recommend them.

I can’t recommend FACT HVAC enough. They are honest and transparent with their prices online so of how much their systems will cost, and will be happy to give you an accurate quote over the phone.

In my most recent experience, Richard, the HVAC specialist/technician was able to help diagnose and and figure out the problem and was very communicative but also helpful to explain how to prevent the problem in the future.

The receptionist who works at FACT HVAC, also deserves 5 stars. She is super helpful and always willing to schedule an urgent appointment if something urgent is needed like an A/C unit is not working. Her name escapes me now, but I really wanted to thank her as well.

Ended up going to Fact HVAC when my home warranty ditched me. Shout out to Johnny who was very good and was very professional. Answered all my questions patiently and did very nice job in repairing our system.

Johnny was pleasant, professional, and knowledgeable. We had an issue with coolant in wine refrigerators. He took care of it so easy and with a smile. Great service.

Our 3 year old Trane system was not keeping our home well balanced. Many hot and cold spots. These guys came out and did a detailed analysis of the system and current balance and offered a reasonably priced approach to balance the system. Install was on-time and professional. Home is well balance and everyone is happy and comfy! They Rock!

Ryan & David were amazing! They installed a brand new Goodman system on my home! They were on time and went above beyond to get my system installed! It was freezing outside and that didn’t stop them! I would highly recommend FACT HVAC!!!

I had a great experience with Fact HVAC. They were able to get someone out the next day. We wanted to get a second opinion, and I felt that Fact HVAC was very honest and didn't try to sell me things I didn't need. I will definitely be using them moving forward!

FACT HVAC is an excellent company to work with our maintenance and service of our old system and now with the installation of our new HVAC package system ( Bosch). They are very honest, thorough and transparent about the work to be done. The install crew (Richard, Ryan and David) were very friendly and professional. They were very willing to answer any questions we had. The attention to detail and quality from start to finish was top notch!
We highly recommend using FACT HVAC for any work you need done to your HVAC system.