Universal Air & Heat

FOUR appointments and they didn’t show up. On the first time, they did call and asked if they could reschedule. The other times, no call no show. Four times I made changes to my schedule at work to make sure I was available for them. I’ve Never experienced such poor customer service. I have no complaints with the people who answered the phones; they were always cordial and apologetic but they kept promising that it wouldn’t happen again. The last time I made an appointment I spoke to a supervisor and gave him the details of my experience. I explained to him that I was more interested in giving the company an opportunity to rectify the situation than to just file a complaint or come on this platform. He explained that the person who was working on scheduling was making numerous mistakes which prevented the technicians from even knowing I had an appointment. He said this scheduler got fired and promised it would never happen again. And of course it did. No call , no show; nothing. This company was recommended by family and I personally have seen the work they”ve done in their home. It’s unfortunate that they’re not consistent.

To my knowledge, this is not the same Universal heating and air. It was bought out by a different company when you call them it’s just an answering service that answering services and emails different departments based on what you want. I wanted the unit serviced the air conditioning vents cleaned and to purchase my custom air conditioning filters like I always have before from them, that means the answering service emails three different departments who all have to call you back when they call you back they call from numbers that come up as scam. It doesn’t say universal heating and air conditioning. It doesn’t even say any type of air conditioning company you were kept waiting by the phone for hours upon hours for all three companies to call you back and schedule your services the department that orders. The filters was the first one to call me back. I made the mistake of ordering and purchasing my filters over the phone. It’s been months I have not received them and they will not call me back and let me know what’s happening and they will not refund my money. This is the most unprofessional and businesslike company I have ever done business with run, run very fast and find someone else who is more professional.

Despite emailing and calling your company hundreds of times I still have not received my air conditioning permit. I now received a letter from palm beach county asking for me to have a permit for my air conditioning. I don’t know what to do. No matter how many calls and e-mails I sent. I am still expect you your help.

My family and I have used Universal Air and Heat for many years. They are now Universal/Airpro, and the quality and professional service differ significantly. I will omit the granular details of my bad experience for simplicity and time. This includes not honoring a one-year $249.00 preventative service maintenance contract signed in January of 2023, outrageous price quotes for basic maintenance services, discourtesy, unprofessional management, and deceitful tactics.
If you are a current Universal Air customer, this is not the same ethical company you are accustomed to. And if you are looking for a new AC service company, I suggest you continue your search.

Terrible!!!!!!!! Bad experience for many years and really feel I need to share my bad experience now - do not be the next victim and stay away from this company! 1) One unit - they did not install the heat element which we paid for. They say sorry after 2 years after we found out!! 2) another Unit they installed 3 years ago, the compressor fan motor went bad. They charged $948 labor only to replace the fan motor. It is crazy. Did not let them do it. After paid the technician service fee, he took the power disconnect with him. Another company could not find the disconnect to connect the power to do the replacement!!! What a company!! with these low quality people.

Universal installed a 3 1/2 ton unit in my condo in August 2019. I have a five year service agreement with them, that covers service calls. Less than a year after installation. My fan motor outside was not turning. The technician came out and the part was covered under the warranty, it was a $700 fan motor. After 45 minutes, a new motor was installed and I was presented with a bill for over $700 for labor, I unhappily paid this bill. The next issue I had was when I had my pan overflow for blockage, they came out and wanted $289 to vacuum out the line with a shop vac. The next issue I had was the technician that came out at that time told me I had mold inside my unit and that I needed a UV light in there, which they sell for $300 . Believing him, I paid for that installation also. When the technician came out to install the light, he told me it was not mold, it was just a shadow . The only technicians that have worked on this unit have been from Universal . So Wednesday I came home and I hear dripping and my garage floor is wet. Thinking it’s my overflow again I open the closet door and I see the water is pouring out of the bottom of the unit, the pipe going into the unit is swinging free. When I look at the pipe it looks like it was taped to the pipe inside the unit. I call universal starting Thursday morning, and said I needed a technician and the attendant said it’s a $99 service call and diagnostic . I said I have a contract that covers a service calls and the pipe is swinging free, there’s not too much diagnostic needed . A request for a manager was ignored although the attendant on the phone supposedly went and talk to one and the last word I got was that somebody would be here at 3:30 on Saturday afternoon. The only thing I said I was not paying was the service charge yet I called today to ask for an expected time, and I was told that the manager, either Dan or Mercedes, canceled the call because I wasn’t going to pay. Disconnection is clearly a failure on their part, there’s no coupling there’s no fitting inside the HVAC unit the only thing that you can see on it is that white water tape. So this point they are not coming and now I go the weekend without it , I told the technician to have the manager relisten to the recording of the call since they say all calls are recorded. At this point all I can say is stay away from this company because they don’t back up their claims and I feel like they sold me a lemon unit to begin with.

I have used Universal Air, many times in the past. I call them up to repair a broken condensate pump that they had installed a few months ago. I had to shutdown the Air Conditioner because it was leaking water. I called them 5 TIMES, left messages with their answering service. Nobody from the company called me back. I had to call a different company who replaced the condensate pump, telling me that it was not installed right from the get go. In addition my ultraviolet light did not have a transformer, and had to be replaced. It was not focused on the coils. Two days later no response from Universal. Very disappointed after having used them for 10 YEARS. This company is non-responsive.

I have been using Universal Air and Heat for some time now. They've installed a brand new unit as well as serviced the other unit. Both jobs have been completed professionally and quotes have been competitive and transparent. When the newly installed unit had an issue they came over the next day to take care of it at no additional cost - big plus for standing behind their work. There's room for improvement in their appointment time window range, and having the technician actually call around 30 minutes prior. In summary, good AC company, I would recommend them.

The office manager, Jolene Hogan, was friendly, knowledgeable, helpful and went out of her way to solve my problem. I think she needs and deserves a raise. The tech, Jason O'Hara, was excellent in every way, friendly, efficient, knowledgeable, and got my problem solved, I think he needs a raise also.

Made an appointment a couple months ago 4weeks in advance. No show, no call. Decided to call again made an appointment 1 week in advance confirmed appointment with a time frame of arrival, asked for tech to call when 30 minutes away. On day of appointment, no call, I called to confirm again, customer rep confirmed time. 9am-11am. No call or show throughout that time. I called at 11am, customer rep dispatches tech and says they are 45 minutes delay. 5 hours later…..no call, no show, so no business. Everyone’s time is important, I took time off work to be available. I “Do Not” recommend this Business to anyone. I “Do Not” recommend this Business to anyone. Very “Unprofessional”