Poudre Valley Air

I was shocked at the customer service I received. I have been a customer for YEARS and I thought this time was no different. I had a leak in my humidifier. Their quote to fix for almost $1,000 but a brand new one was almost half. (seemed fishy but ok...) The tech told me that he fixed my leak and to go to Lowes instead for a new line. I went back to my basement a few days later and found water everywhere. The leak wasn't fixed at all. I called to ask about getting my fee back but it took me 2 days of calling and promised call backs to finally speak to Sarah from customer service. She gave me a lot of run around but in the end she said "you agreed to the service and because you decided to not go with our service we can't give you any refund on the service you got" Even if the service was faulty. I am disappointed that when a tech tells me its fixed and recommends me to do something they can't stand behind that.

Incredible staff, and knowledgeable technicians. But they do not stock parts for anything but the line they sell. So plan in waits for parts. Also like everyone else they are stretched thin for employees and so plan on a wait for an appt also.
Staff is super nice.
Also they do a maintenance program that can save you money on calls and head off some problems.

A prior contractor did not reinstall our humidifier correctly , left it a mess. We fixed it all but it still didn't work. Poudre Valley Air came in and found the problem, (unattached wire)charged only for the service visit as my husband was able to then fix the problem himself. Saved us money, polite and ethical. Highly recommend.

Phil arrived promptly, introduced himself with a handshake and proceeded to answer our questions regarding the thermostat quite thoroughly. His explanation was easy to follow and he added tips to achieve optimal comfort and efficiency. He reviewed the work order with us in great detail. We purchased the service agreement. Phil is a courteous and knowledgable technician and we would love to have him service our equipment in the future!

Provided faulty repair and install of new motor leaving out a part, didn't catch the problem after a second visit and charged more money, then quoted even more for a third visit and an unnecessary part (verified by a second opinion from a more reliable company). They should have refunded the entirety of the bill, but finally they have agreed to give us half of it back.

UPDATE: Although we do appreciate that you gave us back half the money that your company stole from us, good will would have been a full refund plus to fix the problem on your dime since your company left our family literally in the cold during the coldest time of winter. Your tech knows they screwed up and tried to cover it up by charging us a lot more money.

So far, I am extremely happy to have switched to PVA from now two local firms who were either completely unresponsive, or charged way too much for inferior expertise and service. I first called PVA for a second opinion on a dead a/c system that was only 5 years old, but was leaking refrigerant in at least two different places. The PVA tech quickly spotted a problem that one of the other guys missed, even after paying to dump 3lbs of (overpriced) refrigerant into the obviously leaking compressor. I could easily tell that the PVA technician knew the equipment far better, AND--best of all, they came out within an hour of calling them, even in the busy early July a/c repair season. Customer service and responsiveness is the best I've encountered so far in Fort Collins.

Ultimately, I decided I had to replace the compressor and evaporator units because both had failed. Andy at PVA not only gave me a very good and competitive quote, but discovered the previous system was under-sized. And, as it turns out, was not properly installed either. Cory did an excellent and thorough job installing the new equipment, explained everything they did in great detail, gave me great advice for future maintenance, and I'm finally back in action with a new a/c.

I'm likely going to stay with PVA for regular maintenance and any future HVAC work because while they may not be the cheapest, I'm convinced they are among the best VALUE for HVAC work in Fort Collins. They are responsive, give excellent customer service, and get the job done with skill. I'll gladly pay a few extra dollars for that, given how much money I wasted with two other inferior companies.

Our furnace went out. They were there within 4 hours. The technician came out 3 separate times over 2 days with replacement parts - nothing worked, looked like we had a cascading failure - where one part caused multiple failures. He suggested we get a new furnace since the repair was mounting to more than 1/3 the cost of a new furnace. We installed a new furnace, but codes had changed, which hadn't been included in the cost of a new furnace. They had to install an entirely new intake to the furnace. They did all the diagnostic work and this intake work for no additional cost! We went awhile without heat, but I'm a very satisfied customer.

I have used Poudre Valley Air for years, getting the yearly maintenance plan which covers both an A/C and a furnace check. Today Phillip and Jacob came to clean the ducts, and did a great job! Reliable, friendly, and trustworthy!

Needed someone to take a look at my furnace that has been acting up. Called and they were able to get someone over in very good time. Steve was very kind and professional with good knowledge of my hvac set up. He was able to diagnose the problem and get me fixed up in very good time with repair costs that were very reasonable.

I had a new furnace and air conditioner installed at the end of April. Due to having an older home, an electrician had to get involved. Poudre put me in contact with their electrician. After the electrician looked at some of my property via some photos I sent him, we scheduled a date for install and I never heard from anyone at Poudre until the installers showed up. I never received any sort of confirmation that installers were coming. I was hoping someone would call me the day before to confirm the appointment, but alas, nothing.

The installers showed up on time, and got to work. After 10.5 hours, the furnace and air conditioner were installed and working.

During the final walkthrough of the install, we went over the thermostat. When Rock came to my house to give me a quote, he included a Wifi enabled thermostat. I agreed that’s what I wanted installed as well. Well, the thermostat installed, was not in fact the wifi model.

I waited a few weeks after the installation to see if they would send me some sort of final invoice. I received nothing. I reached out to them, and was emailed a two line invoice, showing one charge for the installation of the new equipment (no breakdown, just the total amount for everything) and another line showing what the electrician charged. I replied and asked for a more detailed invoice, and was told that I would receive it the week after Memorial Day. I never received said email or detailed invoice.

I’ve called in multiple times in the last 2 weeks, and am constantly told by Nicole or Sarah that they will look into this issue regarding the difference in Thermostats. They never call me back. I’ve been lead on 3 times now, and have gotten no where. Not sure why no one at this company is willing to give me a detailed invoice, or look into this thermostat difference.

Ultimately, I’d recommend spending your money elsewhere. Considering how much money is spent on upgrading HVAC equipment, I’d expect far more professional treatment from the company profiting off of you. I have little faith going forward and really hope that if my equipment needs service, these guys can be trusted…