Aspen Air Conditioning

John Luke came to my home quoted $234 for unclogging the drain which was causing the air handler to turn off. I agreed to his price. Upon processing the credit card, he charged $324 without allowing me to see the input for the card. Additionally, he took a part of the drain system without my knowledge or authorization. Customer service has not returned my 4 calls to solve these issues. I had to file a dispute with my credit card and will have to file a police report for the missing part that John Luke took from my home.
After discussing the issues with a customer representative by the name of Jennie, I was sent a copy of the invoice which stated the service charge for coming to my home and the cost for the work performed. I was satisfied with the explanation and the matter of the issue of the part was resolved satisfactorily, too.
I am very happy with the way customer service handled my complaint and its resolution was more than satisfactory. I will continue to use Aspen Air for my service needs.

Very disappointed with this company now. They installed my AC last year and did a "passable" job, meaning the AC works. The inspector came out and pointed out numerous gaps in the system. To be fair Aspen came out and fixed that and redid inspection at no cost. 3 months later the unit is leaking in my garage. Turns out they never cleaned out the AC drain pipe like they were supposed to during install. Took numerous visits to fix. I decided to give them another chance and ordered a maintenance contract to clean out the pipes, pans and keep the system in good working order. They never showed up for the 1st appointment, rescheduled for today and AGAIN they didn't show up or call. When I called to cancel the appointment and my contract they stated they didn't see a contract. AC companies are a dime a dozen in S. Florida and we have our choice of providers. Looks like its time to find a new one. Shame too as it USED to be a really good company and a institution in Boca.

Words cannot describe the hatred i have for this company. I paid SEVEN THOUSAND DOLLARS for a new ac unit installed leas than two years ago. The problems have been ENDLESS. Quite literally the say after installation my garage was ice cold, the ac was leaking air into the garage, when someone came to fix it they let me know my installers were on their first day on the job and did a bad installation that would cause me several problems in the future. Every few months my ac randomly stops working, this can last for hours or can last for days, luck of the draw. They guaranteed me someone would always be available to come and fix our issue that’s hilarious! Everytime i call they never show up! Randomly my ac will start working again most times but this last time it didnt. And when i called this trash of a company to have someone come out guess what they said? They no longer service my area. What a joke!!! So here i am, out seven thousand dollars, for an ac that doesnt work, 8 month’s pregnant in a blazing hot home and im on my own. This company is a disgusting disgrace of a company that should he ASHAMED of themselves for the way they conduct business. Absolutely repulsive.

WORST company I’ve ever dealt with in my life... giving one star is way too generous, should be in the negatives. I was sold a unit in January 2021 that was too small for my business in Delray Beach, the install manager assured me that it would be sufficient stating that he’s been in this business for years. Once the summer weather came around the AC was not cooling, keeping the building around 80-85 degrees Fahrenheit. I called the company to let them know, they sent technicians out to tell me the unit seems fine. Sure enough the next day it remained at the same temperature 80-85 degrees. Finally after a whole month of calling I was able to get an install manager to come out and check out the unit, he agreed that the unit was way too small for the building and that he would work on a solution. I called him everyday for a whole week and got no response from him until finally someone picked up and told me he was let go from the company. So again I reach out to Aspen Air’s direct line talking to customer support to try to get in contact with higher management, I expressed my frustrations and told them that they have shut my business down for over a whole month and that I need answers ASAP.... they assured me someone would reach out, but sure enough NO ONE AT ALL CALLS ME BACK. This is absolutely absurd what this company is doing me, they are putting my business underground and I have no income at all coming in.... while still paying monthly on a unit that does not work. These people are very unprofessional and that is not how you operate a business, you people should be a ashamed of yourselves. STAY AWAY FROM ASPEN AIR! If I do not receive any contact from you guys I will be filling a complaint with the Better Business Bureau and if nothing is resolved after that I will take further action from there.

We invited Aspen for a routine maintenance and tuneup. Once the technician arrived we told him that AC is having some issues and not cooling well. He did an initial diagnosis and said that compressor has burned out and AC needs replacement. A complete wrong assessment. Then the sales rep came to sell a new AC and keep telling us that he is from Costco. When we emphasized on documentation he changed his stand and said they don’t work with Costco anymore but will give us similar warranty. Overall I think the service was bad and I felt like they were out there to make money.

First scheduled appointment was a no call no show, sat at home waiting for the tech all day. Next day technician stated system running fine, coils slightly dirty but did not recommend immediate cleaning for $800. Charged $121 for diagnostics, what they advertise on their site is $59. 2 weeks later AC unit is not cooling again. Tried to call 4 times to understand why I was charged 2x what was advertised and told each time that accounting department would call...never received a call. Was also told that the cost of the diagnostic would be applied to any service but when I called to schedule the cleaning no one seemed to know about this, and again was told accounting would call to discuss, but I have still not received a call.

Update*** Permit was renewed and all is well again. I believe the new company who is managing now will be more compliant. Thank you so much for being attentive and understanding out situation. It cannot be easy correcting others mistakes.

Unfortunately, this company did NOT file our permits correctly and we are not able to get a hold of anyone to resolve this issue. Our invoice has been paid over a year ago and no one has contacted us since we have been calling for over a week.

They had a promotion at Home Depot for 19.99 they would service your air conditioner and at the same time give you a Google home unit so we had them come to do the maintenance and they actually installed a UV light and promised to send out a Google home and this was in February I am still waiting I have called numerous times with no response from anybody no callbacks no nothing very disappointed with the customer service in this company.

This is an update to my complaint about Aspen. Jenny from quality control called the next day and was extremely nice and understanding. She assured me that I was correct and that she would have one delivered the next day. True to her word we did receive it the next day. Thank you Jenny for your help.

I have never been able to call and speak clearly about my account with anyone there... it is virtually impossible to reach a manager. This is an ongoing issue. When I speak to customer service persons they are rude and have in the past even hung up the phone on me SEVERAL times over the years. Every time I go to deal with them about anything it's a huge ordeal. I cringe at the the thought of dealing with them. We purchased a very advanced and very expensive A/C unit from Aspen Air and supposedly their technicians would know how to do maintenance on it. Sometimes service people come out that don't even know how to work that specific unit even though we purchased the unit from them. Last time this happened and I had to wait all day for someone who had no idea about working with it. Then I waited for a second day and they cancelled the maintenance because they were too full... just like that. So they expected me to wait a third day when they can't even send someone qualified. Now this time I have been waiting since last Friday to speak to someone about the maintenance contract and to find out about transferability of the A/C unit warranty. There is only one single person in the entire office that can give me an answer (or rather I get different answer from each person I spoke to, typical that no one knows what they are talking about) and she is virtually impossible to reach and does not return calls it seems since it is now Wednesday and I am still waiting to hear from here since last Friday. I had to deal with rude and uninformed staff today AGAIN trying to reach her. I am so fed up with them and celebrate that we have sold the home and will shortly no longer ever have to deal with them since we are not under contract/warranty for that specific A/C unit anymore. I feel sorry for the new buyers if they choose to have the maintenance from the company that installed the unit that offers the warranty. It obliges one to keep a maintenance contract with people you don't want to deal with but feel trapped to go anywhere else because like many of their own technicians, many other companies may not know how to work with such an advanced unit. I WOULD NEVER RECOMMEND ASPEN AIR. There are a few people that seemed nice and helpful over the years, but not worth the total mess and the lot of rude and incompetent staff they have. I can say with all honesty... this is the first time I have EVER in my entire LIFE written any kind public complaint about any company. I hope no one else has to go through what I have gone through with them.
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I just re-edited this in order to respond to the answer below (seems I can't reply directly). Rather than giving me a phone number of someone to call... someone should call me as promised since Friday. I even completed the form on the website explaining I had been waiting since Friday to hear back. Surprisingly someone called back and promised that that person I needed to speak to would call me in an hour... That was at 3:50... it now the end of the day 6:10 and no one called.... It should not be up to me to call and make the complaint.. a company should call back their customers timely and as promised, and when someone explains the issues they have had, to take REAL note of it rather than seem annoyed that I am relaying the issues I have had and not even apologize for the failings in service. If I called now to explain the issues I have had over the years it would take me several hours to explain. I will spend my time to do this now that we have sold the home.

It seems our maintenance contract was not renewed and someone is coming tomorrow morning. You will have wasted resources sending someone that I will not accept for service. Since no one was able to give me answers since Friday and the last person I spoke to earlier today hung up the phone on me (not from the website communication). I am not going to call back and waste my time to re-explain everything for the 4th time. Send your technician. Tomorrow I may finally get a call from you when he shows up and no one is there to receive him.

Worse experience ever !! I did buy an AC unit in February 2020. I got it through Costco thinking it was a responsible company since Costco allows them to sale through them. The installation was done so badly that Coconut Creek city inspector didn't close the permit and fined them. Almost a year and a half after beginning the unit installation and I'm still calling to find out when are they coming to finish their job !! They couldn't be more unreliable because it's impossible. The icing of the cake happened today when I had to call again just to see if finally after begging for more than a year they can repair the damage done when they didn't install the unit the way it's expected . They told me i have to pay $100 for them to come to inspect. That's a robbery . Having the guts to charge for problems you don't expect to face when buying brand new top of the line unit just because the company doesn't know how to install it !!