All American Air by Steve Chapman

Outstanding customer service and my tech Nick was professional and job fixed within minutes. I highly recommend. They go above and beyond.

I am new home owner in the St Augustine area and this company was recommended to me by the previous owner. I purchased a service contract for the maintenance of the unit. After some miscommunication, the technicians came out to service my unit as scheduled. They were on time, professional, efficient, friendly, and answered all of my questions regarding the unit. I would recommend this company for your AC needs and services.

What a disappointing and awful experience. I had a new system installed by this company 3 years ago and spent quite a bit of money. Its been a nightmare ever since. There were many service calls culminating in the replacement of major parts, which costs me several thousand dollars in labor. No one wants to take responsibility and do the right thing. Even more frustrating when no one returns phone calls!

We called to get an estimate on a broken AC unit, and the man that came to give us the estimate was asking for $700 to replace the motor when the problem was just a frayed wire from the fan. Dishonest and unreliable prices. Great service All American Air! 👎

We recently had two different All American Air teams out to help us. We had a new system put into our house about a year and a half ago---new ductwork, new units inside and out, programmable thermostat--and it has been one of the best investments we have made in our rehab of this 1976 property. We have the maintenance program and get VIP service whenever we have had any issues or questions. The team that came to do our maintenance work, led by Whitney, was awesome! Whitney remembered our property and even our pets and was friendly and efficient while training another technician too! We also needed our outdoor unit relocated because of a landscaping project and the lead technician for that, a gentleman named Scott, was excellent. We highly recommend All American Air. Their Customer Service and their Team (the AAA Team!) is second to none!

Aside from how expensive they are, we've had no problems with the technicians who come to our home for nearly 2 decades. For the most part they've been pleasant, thorough, polite & capable.

The problem we have with Steve Chapman AAA is their office staff.

I'm not sure why the person who answers the phones can't schedule your appointments. More often than not the person who answers the SCAAA phone tells you they can't help you, that you need to talk with someone else & then they disconnect you in the transfer. Why are customers (DIS!) connected 2 out of 3 times you try to switch over to a certain staff member? Is it deliberate? Do you *want* those calls to be disconnected? We call Steve Chapman AAA about 2 or 3 times a year & this happens 2 or 3 times every year. No exceptions. I've checked our phone logs for SCAAA & virtually each 1st call is followed by another call shortly after that.

This is an irritating inconvenience.

Second or third time calling is not always a charm with SCAAA, either. Our last interaction, it took 2 calls *from them* & 4 calls *from us* to schedule an appointment.

Doesn't this seem excessive?

Also? Why do *some* office staff who answer your phone require ALL your details - name, address & number before (DIS!) connecting you while other office staff just switch right over to voice mail or (DIS!) connect with no questions asked? Second time I called today, all I needed to say was "hello, I'm a customer returning Anne's* call, may I speak with her?" & was transferred/disconnected with no questions asked. The 3rd time, I was pressed for details before being transferred/disconnected. The 4th time, I was given the 3rd degree *again* before being switched over to voice mail (with success! Yay!) This inconsistency is a pet peeve of mine.

This goes beyond basic phone etiquette. Basic phone etiquette is connecting calls seamlessly. Yes, sure, mistakes happen - but *every* time? And how about this? if I've called back saying "I was disconnected, can I leave a message for Anne, please?" please don't indicate it was somehow MY fault or speak to me as if I am some inconvenience to your day. I don't necessarily expect an apology to be offered for the inconvenience of the 6 calls needed to set up an appointment but *please* don't give me attitude when I'm trying to justify whether Steve Chapman All American Air is worth this consistent aggravation offered so casually by your indifferent office staff.

*Whenever we've finally connected with Anne, we have a completely fine & professional exchange & experience. If the person in the office answering phones says that people "mishear" her name as Anne because, she says, "it happens all the time!" - then perhaps - just a suggestion - she should say her name more clearly. There's nothing wrong with my hearing & I heard ONE syllable, not TWO.

We have an appointment scheduled for next week & I just read other reviews about how SCAAA technicians missed extremely vital materials & problems during their work in other customers' homes. I read still other reviews about how dismissive office staff were with requests for refunds & overcharges after bad experiences. And then I read replies to reviews from the owner suggesting that people follow up with "office manager Erin" (not ANNE) for some sort of satisfaction. Unh-uh. No way. She's the office *manager?*

This seems like a pattern & not an anomaly. Rudeness, incompetence & indifference will lose you customers & diminish some of your very own employees who *do* operate professionally.

Do better, please. Else this next service call will be the last.

((((((((((Edited to add that the "owner's response" here directs me to call "Erin." The office manager. Is there more than 1 Erins in your office? If so, she could be one of the "not Anne" staff with an attitude who answered at least 2 of our 6 calls & who disconnected my husband once & me at least once. Bless Your Heart but this response is tone deaf. )))))))

Well my AC is not working so I need service today. Called in, bought a Service Agreement for $189 and from the moment I purchased the service agreement I've been told they can't service the unit for this or that reason. Oh, they can come out and service today but they can't do anything. Even draining the clogged condensate drain would be $192 more because it is their first visit to the unit and then the tech actually left the customer's home and left the simple problem in place. No decency or making the customer's problem their problem. They did schedule the "Maintenance" visit for next week which I think the tech may be able to actually do something instead of looking, shaking their head and saying, yep you have a problem then driving away. I do have to say my expectations of the Maintenance visit are not high and I fully expect another up-charge attempt and sub-par performance...you have a problem but to fix it will cost extra. My first impression of the character of this organization is very negative. Not a single person has tried to actually help me with my problem. I had to talk them into coming out on their useless service visit today and not one mention of; we could do something to help you today. We will see but these people seem desperate, unprofessional and unwilling to take some ownership of your problem to help you fix it. I was even told, in regards to the extra charge ($192) beyond my service agreement price ($189) that "yep, its your problem until we service it then it is ours and is covered under your agreement". They are still in business, that is saying something in these times but they have the worst customer service presentation that I have seen in the HVAC industry in a very long time. Definitely don't expect above and beyond from these folks.

I arrived on a Friday evening to my unit encountering a temperature of 92 degrees. I have a maintenance contract with Steve’s All American. Within 20 minutes of my phone call, the female manager returned my call & the bottom line, the technician was at my home 2 hours later & was able to remedy the situation for a short term fix. I needed a new coil & had to wait 2 weeks for the equipment to arrive (back ordered). The new equipment was installed in a timely fashion. Great service all around!

Waited 10 days for parts in 90 degree weather, parts came in on Friday, service man worked Saturday, but only for emergencies. Have a service contract, but I had to wait until Monday because parts are only installed on weekdays. Will not renew my service contract, nor purchase a new ac unit from them when it dies. They don't value you as a long time customer.

have a service contract with chapman, couldn't give me a window of time when repairman would be at our place, waited all day, called at end of day to learn repairman went home sick, which happens, no one informed us and the next service date is in two weeks(!). Two weeks is completely unacceptable, what is the point of a service contract if one has to wait two weeks for service? we have renters arriving in 4 days.