Family Air LLC

Family Air definitely lives up to their name. This company really cares about you and your concerns. James installed our new system and took great care in any retrofitting that needed to done. Highly recommend, James made sure we understood the operation and patiently answered any questions we had!

A recent experience has prompted me to reverse my previous, positive review of this company. Several months ago my system stopped cooling. Family Air scheduled someone four and a half days out. After one night of misery, I diagnosed the problem as a bad compressor capacitor (it was the same dual capacitor that I paid Family Air to replace before). I purchased the replacement and installed it. I took a photo and reattached the wires as they had been attached to the old one. There are only three contacts on these capacitors marked "C", "Fan" and "H." The system started cooling again and all seemed well. A couple of months later, though, I sold my house and the buyer's hvac inspector wrote that the hvac condenser fan motor was running loudly and hot and that the capacitor was bad. Since it was still under a parts warranty, I set up a diagnosis and service call by Family Air. I explained fully what I needed and emailed a copy of the inspector's report.

The service person contacted me to ask what he was supposed to be doing. The report hadn't been provided to him nor had any instructions. It was a good thing I was available to take his call. I read him the relevant portion of the report and told him to go ahead with the repairs if he concurred and he said he thought he had a fan in his truck, but when I mentioned that it was under parts warranty, he said that he'd need to get a Rheem fan. Ok, so nothing is trickling down to the service guy: not what the call is about and not that the system is still under warranty.

About an hour later, he called to say the fan was fine and so was the capacitor. He said the problem was that the system wasn't wired correctly. I explained that the only ones who had wired the system were Family Air people during the install and then later when replacing the capacitor and that I had duplicated the connections when I recently replaced the capacitor. He corrected the wring problem ($95) and wrote it up. His description was that the wire connected to the common contact of the capacitor was mistakenly connected to the high voltage lug in the system. I had unplugged the wires from the capacitor and then connected them again to the same contacts in the new capacitor according to the photo I had taken. I didn't fiddle with the wires as they were connected into the system. The only people who touched those were Family Air people and now, for the fourth time since the system was installed less than four years before, there was a problem relating to the capacitor.

I raised this issue with Faith, who responded that the only thing she could think of was that the new capacitor that I had installed must have had the contacts set up differently and that it must have been what I did since capacitor they last installed could have gone bad much sooner. What? It's a dual capacitor with three contacts that are marked in an industry standard way. Your guy said the common wire was incorrectly connected to the high voltage lug, meaning it wasn't connected to the right place in the system, not on the capacitor. She obviously didn't talk to their employee or pay attention to what he had written. I went ahead and paid the $95, which was on top of the $60 the capacitor cost which was on top of the $95 they charged me in 2019 to replace that same capacitor after the system had been installed for just a couple of years.

The experience reminded me of a time when a Family Air service person was diagnosing my old system and said that the contactor that I had replaced myself a couple of months before was miswired. "Really?" I said and pulled out my phone and showed him the picture I took before replacing it. Family Air had installed the last contactor, so they were the ones who wired it that way. His response was "Oh, well, it wasn't really important." I had written this experience off as a one time thing. But it looks like Family Air has people who don't know what they're doing when wiring things, then refuses to take responsibility and charges to repair what they screwed up in the first place.

I called on a weekend to leave a message, and they answered. The girls Called me back on Monday morning. Answered my questions! Came that same week . Checked everything over, did a great job. Last year I had them come and they found a problem, and got me the help I needed.
Family Air will be doing my furnace needs from now on. They do a awesome job.

I am very impressed with Family Air - from their customer service to the quality of the work done on my Heating and Cooling system - this is a very conscientious group - a team I feel I can truly rely on!! Thank you Family Air!

I could not be more impressed with the a/c service provided by Josh. Although I have a home warranty plan, I decided to pay out of pocket, and, hopefully, get the job done correctly. What a great decision that was! Even though my system is 14 years old, I am now confident that it will last as long as possible with regular maintenance from this company. I could not be more pleased with Family Air . Definitely 5 stars!!!

Thank you, Family Air!
Lorraine Henry

Family Air installed 3 air handling units at our Tucson house.They were unbelievably easy to work with. They were dependable, punctual, cost efficient and personable. What a refreshing change of pace from the usual service/contractor nightmare. I wouldn't hesitate to recommend this company.

4th time I've used Family Air and the last. First 2 time's were for new system installation (HVAC and then a water heater). Both installs were problematic,
but I gave them the benefit of the doubt. Only once was I satisfied with the service and follow up (which was the 3rd service call or 1st time annual HVAC maintenance call). Scheduled this time for my 2nd annual HVAC service (on the system they originally installed). Tech only serviced (partially) the A/C system, and did a poor job (in my opinion for several reason's) at that. And it wasn't like he was busy, it was late morning and he only had one more scheduled call for the day. So if professionalism and getting what you paid for truly matter as it does to me, I'll be looking elsewhere next time.

We have used Family Air a few times and have nothing but good things to say about them. They did good work, charged fair prices, were professional and courteous, and showed up on time. After having some bad experiences with other HVAC companies, we think we've finally found a company we can trust.

Family Air did an absolutely wonderful job of not only getting my A/C up and running in 100-degree weather, but of restoring my faith in HVAC professionals; a different highly-rated business had been out to my house twice in the previous week and attempted to grossly overcharge me both times; Family Air did the work that was needed quickly and confidently at a price that was clear from the start.

Our 13-year-old A/C unit died and was not covered by our home warranty company. We called Family Air, LLC and they were able to install a new and upgraded unit within just a couple of days. All techs were professional and personable, and the work is clean and efficient. Would recommend this company to anyone who needs air conditioning or heating service.