Aspen Air Conditioning

I was an Aspen Air customer for the last 10 or so until last night. I never had an issue with them before last night.

I made an appointment for between 3-6. I left work early to make the appointment window. I didn't from Aspen all day about a confirmation. I called to confirm and I was told yes you are scheduled for between 3-6. Around 4:30 Aspen called and said the tech was running a little behind, but should be to me around 5:30.

At 5:40, I get a call from the tech. I'm about an hour away, do you still want me to come? I said, yes. But I'm in East Boca. (I live in Wellington). I said, I'll be here. He arrived around 6:50. Body language said he wasn't thrilled to be there, but went about his job. He pointed out some concerns and recommended replacing the unit. He was done and gone in less than 40 minutes.

Once he left, I notice the house was warm. The thermostat was set for 76 but the temp inside the house was 79. I contributed that to unit being turned on and off, doors being open and closed and the testing of the heat pump. I went out for about 30 minutes to return home to find it was on 80 degrees in the house.

At 8:10, I called the customer line and explained what the issue was. They took my info and the on call tech would call me shortly. 90 minutes go by and no call. At 9:40, I called them back and asked for an update, "oh we are still looking for the tech.". I ended up spending the next 60 n minutes trying to diagnose the issue. I ended up repairing the issue myself. At called them at 10:40, oh we have your info and we are still trying to find a tech. I told them I had fixed the issue. Their reply was so we just close out this ticket then. No apologizes no nothing.

Sorry Aspen lost another customer. Shame

Called this company and they came out next day, dealt with Kurt he solved all of our problems. He was extremely professional and clean! Arrived on time was very patient and helpful. I would 100 percent recommend him and this company! My ac is back up and running and I am extremely satisfied!

Company installed a complete new system, not half, a full ground up installation. The unit failed within two years and would not warranty their work. I suspect untrained installers performed the job. Company is unprofessional and preys on the elderly. Beware seek service elsewhere. Find real installers who are authorized to do the job.

I called home depot to ask them for Air Conditioning in my home in Boca Raton. They sent me Aspen Air Conditioning. I thought because they were recommended by Home Depot that they would be reliable. It was far from that. They installed two condensers, two air handlers and electronic air filters. They did a mediocre job and I had to hound them to install the air filters that I ordered. They told me that the wrong ones came in, but the ones that came in were better. I listened to them. It took forever anyway. They did not communicate well at all. After six months they called me and said they should come out and do the six month checkup. They said it was no charge so I made an appointment. Their serviceman came out and did what he said was a check up. That night before I went to bed I saw that water was pouring out of the ceiling and down the walls of my house. I had to call several time for them to respond but someone came out after about two hours. He said he could not fix it and that someone would be out first thing in the morning. No one came so I called, they eventually did come out after many calls. The new serviceman said that the serviceman that came out to do the original service call bent the drain line so the water could not drain and that the safety switch was not hooked up properly. I stayed with them while they worked and had to tell them that they were plumbing the drain line incorrectly because they way they did so would prevent the removal of the electronic air filters. So they redid the plumbing under my direction. ( I am not a HVAC person but I saw that they were doing the job incorrectly ). I asked the serviceman who was going to repair all the damage from the water that leaked down the walls, onto my soffit, cabinets and floor. They said they would tell the installation manager named OMAR and he would call me in the morning. He never did. I called and left 6 messages for him to call, threatened to tell Home Depot, threatened to sue, he never called me back. Never hire them, they are the worst. Home Depot, you should be ashamed of who you recommended. I actually paid Home Depot for the work, not Aspen. BEWARE they are the worst.

I’ve paid for maintenance service over the last two years, but I will not be renewing or using this company ever again. Last night was the first time we had to use the service as our ac broke down (the ac is 2 years old and installed by Aspen). The service includes 24 hour maintenance... yet the call center couldn’t get a hold of any technician to come to our property. We live in ft lauderdale- not exactly the boondocks. After 10 hours with calls every hour to the call center and still no technician, we ended up calling Cool Air USA who responded within minutes. We are in sweltering south Florida summer heat and we have a 10 month old baby so we had no choice but to call another company. . To say Aspen has put us in an uncomfortable situation is an understatement. After calling the supervisor of the call center, and 12 hours later, Carl finally called to say he was on his way and I told him not to waste his time. He said he was coming anyway and I told him we have another company. He showed up at my house while Cool Air USA was already at my property and I told him to leave. Carl had the nerve to tell me the call center was shut down at 2am and they couldn’t receive messages- wow, the supervisor reiterated every call I made throughout the night to get a summary of my account and said the technician got the messages. Do not use this company or purchase their “24 hour” maintenance plan. Other companies are more than willing to have me as a customer.

Arrived on time with a smile on his face. Started working immediately and continued at a brisk pace until all three AC units were inspected and one needing a replacement part was repaired. Helped reset the settings tracing me how to run the settings. Great service with fair prices and professional interaction.

Absolutely terrible experience with this company. After what was supposed to be a routine coil and fan cleaning our unit was FUBAR. Coolant was leaking into our home so we bought a carbon monoxide detector out of fear. Even worse than the incompetent techs who performed the cleaning was the 'senior' tech, Shaun, who examined the unit after it stopped cooling.

He claimed he couldn't hear what was an obvious whistling sound coming from the unit because he had tinnitus. After saying that the cleaning was done properly and we simply had old insulation, he asked us if we wanted a quote on a NEW system right after paying $800 dollars for the cleaning.

Something was clearly wrong since the unit was working perfectly until they did the cleaning. 6+ plus days without proper air-conditioning in Florida during the summertime. Right before we took them to small-claims court, another tech was sent out. He was able to find the problem immediately and fixed the unit completely the next day after a part came in, all free.

If you can't detect an obvious issue like this after 20+ years in the industry you should probably consider another profession or retirement.

Uriel (Aspen) was on time, professional, courteous and completed the work in a timely manner. We had one air conditioner that was out, he diagnosed the issue and fixed it quickly. The prices were reasonable. We also had him come back later to service the two air-conditioners. We’re very happy with all the services provided.

No follow up calls, rude people representing the community

AMAZINGLY ONE YEAR LATER AND THE REVIEW IS WORSE
One star is one too many...... Twice I have been given appointments for maintenance and NO ONE showed up. There is always a lie about attempting to call me and I do not appreciate that. Last week, I was given a 5 HR window and I even contacted the company to verify if I am still on the agenda.... the woman who answered seemed nice but I suppose it was time for her to go home so whatever she did resulted in notations of multiple attempts to call me when NEVER did I miss one call from my fully functional phone. I had to follow up because Aspen has no remorse or professionalism to call their customers. I suppose Jen---er was annoyed that I cannot maintain my own unit. It shouldn't be like this. I would never recommend Aspen Air Conditioning.

Put one star because no star is not allowed !!

I purchased the top of the Lennox A/C with them a year and 3 month ago, paid for the electrostatic filter, UV filter and a maintenance contract, beautiful invoice !!

Yesterday our A/C went down, no cooling, called them 4 times, never got a call back. 85 degrees night. This morning, no more call, I have to call them once again. Told them I have a maintenance contract but was replied I have to call them to schedule the maintenance, if not, the money is lost. I'm dreaming !!

The customer manager apologize but the soonest appointment is 4 to 7 PM that is 24 hours after my first call !!

It'll cost me $99 because it's not in the maintenance contract.

They have the worst service in the entire world, trust me, I'm French and I used to be disappointed by service many times in my country, and this one is awful.

So don't trust them, please don't make any transaction with them, do not take the maintenance contract, it's useless, you're not priority as they said and it costs you anyway.

If a responsible manager see that review and want to call me, please go ahead, I'm pretty sure you can find me in your record if you have some.

Best regards,

P