Aspen Air Conditioning

Update 6/11/20. Tech told me I had organic growth (mold) on a not quite 3 year old unit. Said air scrubber for $1500 would take car of it. I paused as didn’t seem right and a lot of money. Asked a friend who said they needed one but cost $700 in past 2-3 yrs. decided to get estimates and low and behold, it was dirt that new company License to Chill immediately noticed after noting new ductwork and new unit. Did I mention company doesn’t seem to provide masks? Person had bandana. Finally when I asked him to write up what was recommenced he said “ you can talk to owner.,,” as a Black female I can’t own a nice townhome? Needless to say, won’t use them again.

Previous: been customer 18 mos. started off well. However since merger with Home Depot not so much. Clearly left hand doesn’t know right hand is doing and lack of communication. Appt for 12/18 12-5pm for maintenance. I requested specific service person. About 2:33 received a call I couldn’t pick up -VM said to call Shannon. I did 3X as no one at # she left could assist. Finally, I was told when I asked on call #3 if no service person was coming. Told probably true, but no reason given. I stayed home for this. Told I could reschedule and they come on Weekends? So I wait around during holidays now on weekend? Rescheduled 12/26, asked for 1st appt due to their miss management and requested preferred tech. I was told all good for 9am. Called back on 12/26 to confirm. Told I was scheduled 9-11, & my requested tech and I reminded I was supposed to be first due to 12/18 issue. Well on 12/27, by 9:30 no one had showed up Called and was told 9–1 window, which I corrected her and notes clearly said 1st. Escalated yo supervisor, who said would call back. 1 hour later told Preferred Tech on vacation till 1/2/20. Reschedule for 1/2/20 @ 8am. Guess what? 7:15 courtesy reminder call that Tech would be here between 8-9 am. Call again at 8:50 to tell me, the Tech I requested didn’t show up, so need to send someone less who will be here between 10-12. Same woman Saniqua that scheduled me for 1/2/20. Never seen such lack of communication or customer service. If I hadn’t already paid for service contract I would cancel. Won’t do that again.

Did I mention I got a call on 12/27 from Aspen reminding me to schedule my maintenance? Can’t make this stuff up. Up until this episode I did like them. Aligning with HD has not been a positive. I will not be referring.

Uriel was great! He arrived early! Was very knowledgeable and thorough in answering our concerns about our 11 year old unit. Then he called Eric to come and give us a free quote. As a result we purchased a new Carrier and were very happy with the price and their service.

I had a inspection passed in error and some things needed to be changed, but Mike the manager was on top of things and talked to the owner and fixed the issue in just a couple of days. He sent Manny and Eduardo, very professional guys to take care of the issue. I will continue to do business with this company and strongly recommend them. I know that if there is any issue in the future, they are a reliable company that makes things happen. Extremely satisfied with the way the company handle things. Props to the owner and the Aspen folks.

I have a super sensitive unit that at least once per week I have to drain water from the valve or the nest gives a error message and the system shuts down. I have made now FOURRRRR appointments where no one comes. No one in management comes to the phone to answering to the terrible service, they constantly tell you there is no notes or record of the appointment, and they magically find one they have the wrong issue you called about. MY SYSTEM IS LESS THAN 1 YEAR OLD!!!! I have yet to even have an inspection. TRASHHHHHHHH SERVICE. DO NOT USE!!

$8,000 plus and after 13 months something blows up and I have no ac... their main concern is their $99 to come look... and they say “if electrical that’s not our responsibility” oh I see when you install you did not hook it up to the electrical system? Right... no concern for the damage not the possibility that this could have burned my house down... just their $99 for the visit.... never again.... think I’ll call ECM next time!!
Wall next to compressor has a black burn 4 feet tall and the electrical junction box where the fire originated is melted along with the wires.. wish I could share a picture... but their main concern is $90 for the visit... wait for tech from 5pm to 11pm... nice...

As a Costco recommended service provider, Aspen Air falls short. $59 A/C Tune-up offer. Basically an inspection where they try to sell you a new unit. Had an appointment for a future date, they called and said they could actually make it sooner (tomorrow 10am-1pm), so I agreed. Before the appointment, several reps called 3 more times to "talk" about my current A/C and the age of my current unit being 15 years old. I could already sense where this tune-up was going. When I asked the guy who offered the service at Costco what's included in the tune-up, he wasn't too sure and said they check capacitors and clean and service the unit, but they don't add more refrigerant if needed, that's extra, a lot extra. Needless to say, I took off of work for the appointment at 10 am. 10am comes, 11am comes, 12pm comes, finally I called and they tell me tech was still at another appointment and they would be here at 12:30pm. I mentioned that the tech wasn't even going to be able to get much done in 20 minutes and they said, "its well within your time window". I finally just left back to work at 1pm...At 2pm they called to say the tech was on the way. I then canceled the appointment and won't even consider a future appointment even if there was no charge. Apparently after 32 years, Aspen Air, hasn't figured out time and tech management. What a waste of a work day!

Had an appointment scheduled on Saturday from 12-4. At 4:15 I called because I hadn’t heard from anyone. The lady on the phone said my dispatcher will call you shortly with an ETA. I then realized when it hit 6:15 that no one was coming, and no was going to give me the decency to call and tell me. Not sure why they wouldn’t just call and tell me they were running late and needed to re-schedule. Taking my business elsewhere.

I had used their services in the past and had never had an issue with the company. It seems that they recently got a call center, as I do not remember them having one in the past. My A/C Unit stopped working in my house on Sunday night. I called first thing Monday morning for a tech to be sent over. It wasn’t until mid afternoon on Tuesday that I had finally given up and advised them to please cancel all appointments. The office was very confused as I would receive calls from different operators advising me of different appointment times. And the Tech’s would show up at neither of the time frames provided, meaning I would miss them. It was very frustrating and as I went two nights without A/C for a simple servicing which they had provided for me before. Finally I just called another service I found online and they were able to help me fix the problem.

I bought my townhome in 2013. The AC unit was installed when my townhome was built back in 2005 and was functioning well at the time. I believe it was either Rheem or American Standard. There was a sticker attached to my HVAC unit from Aspen, so naturally I engaged with them to service the unit. Between 2013 and early 2016 my HVAC unit was working phenomenally and I had virtually no issues with it.

In early 2016 my HVAC unit was experiencing problems and naturally I called Aspen to come take a look at it. They recommended I replace the entire unit as the cost to fix the evaporator coils, blowers, capacitor, etc. they had identified were failing was going to cost a significant amount (around $3,000), and in the long run it would be cost effective to buy a new unit instead of replacing the parts. The new unit was going to cost around $5,000 to install. It was odd to me at first as the original HVAC unit was only 11 years old at the time and my parent's AC unit was 20 years at the time and was still in tip top shape. Yet, as I don't know anything about HVAC units and Aspen are specialists in the HVAC area, I decided to listen to Aspen and install a "top of the line" Carrier unit which the technician raved about.

The installation of the "top of the line" Carrier unit happened in March of 2016. Everything was working fine until the summer of 2018 when my evaporator coils went kaput. I called Aspen to assist and they were too busy to service my HVAC unit. As a result, I had to call another company to assist me considering the extreme heat in South Florida and the fact that at the time I had a one-year old toddler who could not withstand extreme temperatures. The other company I called came to my house right away (thank you ECM!).

When ECM came to inspect my HVAC unit they said there was likely a refrigerant leak as the coils were frozen and I was low on refrigerant. The specialist mentioned he could run a leak test but that it was pointless as the leak test was expensive and wasn't going to solve the issue. Instead, it would likely prove what he suspected was happening (e.g. leak in evaporator coils). Accordingly, he recommended I install new evaporator coils at a cost of ~$1,200. Considering this, I decided to bypass the leak test and just replace the coils. Again, this was very odd to me considering that the "top of the line" Carrier unit was only two years old at the time, but trusted that what the ECM technician was saying was correct as I clearly saw the ice on my evaporator coils. I also took a look at the refrigerant reading (it was low) and the evaporator coils looked rusted. This led to me question why a unit so new would have such an issue. The ECM technician could only speculate that: (a) the unit may have been faulty to begin with, (b) the unit was installed with low refrigerant, (c) the coils were dirty and never cleaned between installation in 2016 and when they broke in 2018, or (d) the installation was faulty. Given that Aspen was servicing my unit during that period I could only fault them as they were responsible for inspecting my unit, ensuring it was properly installed and that the parts installed were in good shape and properly maintained considering I have a maintenance contract with them.

In 2020 I continued having issues with the HVAC unit despite having it serviced by Aspen. They recommended I get a $300.00 UV light to clean the coils (which I did) and then they recommended I change the capacitor ($290), which was odd as my unit is only 4 years old and capacitors are supposed to last 20 years! All in all, this company and their recommended products have been terrible. Moreover, they don't keep to their scheduled appointments and I am constantly having to wait for them beyond their scheduled times. As a matter of fact, my HVAC unit is again having issues (loud rattling sound) and I was supposed to get an Aspen technician onsite between 8 and 12 p.m.. It is 4:32 p.m. and the technician is MIA. Do yourself a favor and never use this company.

I am pleased to say that my service technician Stanley gave outstanding service. From the moment he entered the door until the time he left! Well mannered and very professional. I did not hesitate to leave a review because he deserves it. If I could give 10 stars I would. Thank you Stanley, I will request your service again!