Aspen Air Conditioning

****UPDATE***
While it took an inordinate amount of time to get resolved, I must say, once you can find the right person to talk to, they really do care. Than you Jenny and Marisol for helping me get the permit closed out and put this to bed.
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I generally try to avoid leaving any negative reviews on google, but hopefully this will get someone's attention. Aspen installed my A/C in 2019, and by all accounts, everything went well with the installation and I have had no issues with the unit.

Unfortunately, the permit that was opened as part of the installation charge was never closed out and has expired and Aspen has not responded after numerous calls to their main number and numerous messages.

I paid for an all inclusive service for installation, permits, etc., but after nearly 2 years the permit is still unresolved.

Hopefully, someone will read this and finally do something about it.

My wife is 7 months pregnant and our house is 86 degrees inside. Aspen is causing a lot of unnecessary stress that could harm her and our unborn child. We called the day the A/C went down to schedule a repair as they were the original installer. They said that if we sign up for the PRO Plan they would send someone over that evening. They did not come out. We called the next day and they said they would be there that evening. They did not show. We called again the next morning, and they said that we were next in line and they would be here. Again no show.
This company is very unprofessional and I would highly reccomend not hiring them for any service.

As a home owner I have been dealing AC issues for over 15 years now. Especially the quirks of my own system. I few years back I had to replace my system. I used Aspen and they had to come back several time before they got it right. Meanwhile about 6 months ago I had a problem and called on a Sunday evening. I told the answering service that I needed a call first thing Monday morning. When I had not heard back from them by 9:30 am, I called again. They told me all of their trucks had ben sent out for the day and I would have to wait until tomorrow. I told them tomorrow was too late and I would have to call someone else. They record all of their calls. I received a call from their service manager apologizing and was told they would do better next time. Meanwhile I called a different company, and they were out that day and fixed my problem for a very reasonable rate. Today I had a new problem. Called Aspen first. They told me they would call me back. I asked if this was the answering service and was told she was the receptionist. I have an ear for voices, and recognized hers as the person who I spoke with last time. They have not called back yet. it's now 11 hours after my call. Right after I hung up the phone. I remembered what a great job The other company did. I called them and he set up a time, came out, and completed the job quickly, correctly, and competitively priced. Aspen air needs to get it's house in order. I am greatly disappointed with Aspen air!

Well I signed up for yearly maintenance with Aspen and was told that part of the service was 24/7 emergency service and discounts for these services. My A.C. stopped blowing cold air last night around 10 pm. I called Aspen and was told someone would call me back. An hour later and 82 degrees in my house and no return call. I called back twice and was on hold for a half hour each time before I hung up. I had to call another company who was at my door less then an hour later. I waited until this morning and tried Aspen again. I asked if someone could come out and check the repairs that were done-We were told we need a new unit. I also asked why no one called me back and she replied they were busy. I asked if anyone was available for service today and I was told there was one person on call. Well three hours later and here we are again no return call. Why do you advertise 24/7 service and you don't have that available? I have 2 other companies coming today that are happy to have my business. Consider my maintenance plan canceled.

This has been the worst experience I had ever encountered with an air conditioning company. My ac unit failed last Tuesday in 98 degree temps. I have a maintenance contract with Aspen and have been a loyal customer for years. Although they advertise 24-hour emergency service they didn’t bother to get anyone to my residence until the next day. The unskilled tech they sent told me I just needed to keep going outside and unplugging and plugging the unit back in! That was a completely unacceptable answer. So he then just threw out the suggestion that I needed a control board. They scheduled another technician to come out on Friday. It was now 4 full days without AC. The guy who came out did not bring the control board but told me I needed a motor and rudely left without making an appointment to get the motor and have it installed! This is how Aspen Air treats their loyal customers. DO NOT EVER MAKE THE MISTAKE of USING ASPEN AIR! They used to be very reliable and responsive company. They are now the most rude, unresponsive mercenary company. Rather than being interested in the customer’s well-being, they were only interested in how I was going to pay! It has now been six days and they have not even called to schedule the work! Completely unprofessional, overpriced and rude!
I contacted an ac company on Sat that I had never worked with before and they came out that day, diagnosed the problem and fixed it the same day! ASPEN AC IS COMPLETELY DISFUNCTIONAL!

I had been a loyal customer for 23 years. I knew the company had been sold, but i stayed with them. I had a bad experience with my 6 month service. The tech was brand new and ultimately called for help as he could not service my AC units. That took 6 hours! Well, loyalty, I renewed my service contract, and made an appt. Tech was 1 hour late, and i called. 5 days after service, my unit leaked. I called back, told clog, they fixed. 4 days later, i hear water dripping. Sevice tech now says 1288$ to fix burnt out coils! Had tech today, to confirm, and he expressed annoyance that he had to confirm what he knew, i sent him away! Never again, Aspen Air.

After receiving 4 additional vendor quotes for a new AC, we decided to use Aspen thru Costco since we were members and were confident their work would be backed up by Costco. This was a mistake. First, the sales person played a good selling game making promises and unaware of his own company's service reliability. Installation was to happen at 9am, text came from sales rep at 12:30pm stating they were running behind and he was unaware the reason behind. This is the only AC company I've experienced that doesn't text you or call you with this information. Other vendors are much more tech advanced. AC installation occurred 8 hours later, at approx 5pm-9pm. Installation team wasn't even aware a second return had to be installed .Lack of communication within Aspen organization. UV light was out of stock, so sales manager didn't educate himself on inventory before selling it. Installation team worked diligently so credit to them - Shodiac and Adolpre. Only complaint -gravel was left all over my driveway when the concrete slab was delivered. They also claimed my condensation drip was cleared. Not sure if this means just inside but the outside drip line was full of sludge. Second part of installation w second return occurred 2 days later. It is not working. After Aspen takes your $7500, they completely ignore you. Reached out to Trevor - Operations Manager and Mike Matthews - Service Manager regarding 2nd return not working and no response. They state it will take up to 48 hours for a response. One would think after a customer spends $7k, a company would do a follow-up QA phone call to see if customer is happy. This company doesn't. Shows how little they care about you. Sorry I have to remind Aspen to do this and finish the job they started. Aspen needs some retraining on customer service and professionalism. Learn to value your customers. I will be filing a complaint with Costco CEO regarding their relationship with this vendor and they shouldn't even put their Costco brand behind them. If Aspen's QA manager reads this, just use this review as a reason to ask for further training for yourself and Aspen employees. I would be happy to do it. Buyer beware. Hopefully a phone call will come tomorrow, if not I will return the entire unit and refund my $7.5k. I will use another company that values their customers.

Stay away, they seem very shady. I have been practically begging them for days to give me a quote to replace my entire A/C system. Nothing. I call and, after several minutes on hold, get a call center in Orlando. They will take my info and call me. Problem is I've had multiple people take my info and promise to call/e-mail me to no avail. I mean, how much work do I have to do to spend thousands of dollars with your company? It's ludicrous to me that these guys won't even give me a simple quote. My initial salesman had a personal issue, which I totally understand, but after giving his manager my info and product requirements I have yet to receive a quote. It's really weird how they don't seem to want business. So I'm buying a $7000 system from another company that is more than happy to have the business.

I assigned one star in order to post, but it should have been zero. Run, don't walk, away from this company! This has been by far the worst installation debacle a person could ever experience. Last February 2020 I contacted Aspen to install a new A/C unit. I paid the down of over $2300 as requested. After the installation was completed, I was dissatisfied with the positioning of the outside condenser. They installed it sideways! While waiting for the first inspection out of 7, yes I said 7, I asked if the unit could be turned 1/4 turn counter-clockwise. A city inspector said it would pass either way. The company refused. But that was just the beginning of problems. The unit did not pass inspection due to numerous other issues. There were 6 or 7 issues from faulty wiring not to code, to an incorrect condensation pump to non-working heating unit, insulation/strapping issues and others. Serious infractions. While waiting for the failed issues to be fixed, I received a letter from the City of Boca Raton that a lien would be issued if I did not pay the rest of the balance. This is before the unit passed inspection!! The company had allowed the permit to expire and they had to file for another. I made numerous calls to their answering service, office personnel and the city of Boca. Still no final inspection. I then spoke with someone named MIKE from the local office. He told me if I did not pay the 90% he would put a lien on the property. Yet he did nothing to assist in the inspection process. He agreed to possibly turning the condenser, but I would have to sign a waiver releasing Aspen of any liability. The conversation ended with his advice for me to get a lawyer, "it's going to cost you." After paying the additional $ to meet the 90% , I waited again for a final inspection. At that point the company placed the account with a collection agency!
I made the final payment 4/8 2021, I was asked if there was any thing else they could do. My request was for them to reposition the condenser, which they refused. The hot air blasting to the side is destroying my plantings.
It took a full year for the unit to finally pass inspection!! No one should ever have to go through this. I contracted with this company with the expectation that a local company that had been in business for years would be proficient. Apparently the original owner had sold the business to a corporation. It was a horrible experience. I have submitted a complaint with the Better Business Bureau. Save yourself the aggravation and choose another company.

I would not recommend this company, if you need maintenance be ready to wait months to get it taken care of. For, although they give you a scheduled time to come out and have it done, you are not PRIORITY AS WORD FOR WORD FROM THE REPRESENTIVE TOLD ME. He, specifically said that today's workload had to many break downs and they become PRIORITY prior to maintenance customers. And then proceeded to cancel my appointment. It just seems to me if your going to have maintenance services. Then you should be well prepared for the tentative volume for a daily workload.. Very poor organization skills. Or possibly if this is how they want to do business they should let the customer know that one is placed on a TENTATIVE schedule. So in conclusion, if they are unable to organize some maintenance procedures what does this say about the rest of there company.. just saying.. Not professional and I would not recommend this company, because it's like a pandoras box of surprises if you do so choose to pursue further down the journey of serious repairs with this company.. Good Luck to any who do so choose to continue along this journey .