Custom Air Systems, Inc.

Custom Air Systems is a contractor with the Energize CT heat conversion program. They waited 45 days into the 60-day project time window to begin with the permitting. Kudos to their team on following up with the permits department. Because they waited so long to initiate, it has been cold in this house for 3 weeks AND still is.

The new high efficiency furnace was put in day before yesterday. However, they forgot to tie into the meter bar on the outside of the house. So, when the gas company came - 2 times yesterday (Friday), they could not put the meter on. To be clear, the gas company had an appointment for Thursday afternoon - but Custom Air would still have had to connect the gas line from the inside that goes through the wall to the outside to the meter bar! The city inspector didn't want to approve it on Wednesday because of this but I convinced him they would do it later.

They messed up my new stainless steel work table with scratches, dirt and paint. They left 3 half-filled Dunkin Donuts cups, and gallons of dirty water in my basement - in a big plastic crate that I had laying around. They didn't ask permission to use it. I also had some 5 gallon food grade (which I use to move food) which they used and cracked. The salvage company that picked up my old furnace spilled the water on my floor. Now, I have a 3-inch puddle of water in my basement and I still cannot lift the crate of water. They didn't sweep up either.

I think all they have left to do is hook up my hot water, remove the old tank AND attach the gas line to the meter bar. BUT they did not come back yesterday -which left me with a mess and no heat - again.

They are the WORST. Their AC units don’t work and they blame us for the problems. Our units have been broken for 5 years and they never fixed them correctly. When they finally did something about it they said our Midea units were no longer in business and we had to have Mitsubishi ones installed. They wanted us to PAY for the new install. The owner was rude, used cuss words and asked if we were going to take him to court. He’s not worth my time so we are going with a new and reputable company. I hope custom air goes out of business.

I installed a new HVAC system in the house that I just purchased. The install was fast especially due to COVID. I did not like the way they covered the pipes for the ductless unit initially, s I called them to come in an d re-do. They fixed some of the issues but not all. I called again and they fixed everything nicely on the third try. Point is, they came in and re-did what I asked. No excuses or trying to skirt the responsibility. They also helped we with tewiring the existing zones.

This company is very awful don't use this company. We called this company for the first time a while back to check out our air conditioner. When the tech arrived the tech opened everything up and blew out a fuse going in the furnace. We waited in the hot and humid weather for four weeks for the tech to find the fuse. So the tech arrived and charged us five hundred dollars just for a fuse. So we called the company and they told us we don't have to pay five hundred dollars. they told us pay instead two hundred dollars. Also this company sends out very young kids who don't know anything.

Do not use this horrible service. I called on Monday for service. They sent a man out on Monday and I paid $175. He told me he would come back later to check the system and would not need to get in the house. The next day, I got a message saying that he had returned to the house but could not fix the system because I wasn't at home. I called the service and was told that "someone had quit" and therefore no one was available to help till the 5th of July. I called again on June 30th and an appointment was scheduled for today between 9 and 12. I called to confirm and Custom Air called to say that they would rather come on Monday because they didn't want to have to charge me $300 for the weekend service fee. Of course, I then called back to ask exactly what I had paid $175 for in the first place? I was very calm and polite (that never really seems to work, does it?) and I'm still sitting here sweating. I advise you all to call another service. This one is terrible.

Called to set up routine appointment. Didn't call back for more than 24 hours. Finally got a call back. Phone manner was rude. Asked for part replacement, and was rudely told to take a picture, or else, no part would be ordered. Described the part, and provided part number in great detail. Service manager wouldn't get on the phone to discuss. Customer Service, a solid F+.. Don't even want service based on the conversation.

Their Service Technicians that came to service a HEIL Furnace previously installed by them lacked any training and knew absolutely nothing about my installed system. One Technician only could change the air filter and put in the wrong size and left 6 inches sticking out of the duct. I changed it myself and they refused to provide any monetary rebate. Another Technician came to do an annual service after smoke filled the basement and arrived with a bag of rusty tools and had no idea of what to do! And it was his first day on the job!

Custom Air Systems did a professional job. The price was great the install was clean and done in a timely manner. Lennox was a great choice for the budget I was working with. I couldn't be more happy.

I would highly recommend this company to anyone needing heating/cooling work done. Custom Air Systems, Inc is a local family run hvac company, that is extremely friendly, knowledgeable, and prompt.

Complete lack of ethics and responsibility. Re-used old and too small parts without telling us or advising us to improve. This resulted in thousand of dollars in damage they claim
No responsibility for. Horrible people.