Ideal Air HVAC

Overall, I can recommend Ideal. My system has been leaking for a while, and failed completely just as the hot weather started. My usual company had no available service call. Ideal came out to diagnose my system quickly, when other businesses didn't have availability. They did a thorough check, and determined that a problem that I had been told I had (leaky indoor coils) was probably not correct, but that there was a different problem (bad TXV valve on the expansion coils).

When the tech was late for the repair appointment, their telephone reps kept saying that he was on his way. Finally, five hours later at 10PM, they figured that he wasn't available, and promised to try to schedule an appointment for the following day. Luckily, Odean (the service manager) came out the next day, and determined that their initial diagnosis was incorrect, rather, that I probably had a leak in my compressor coils. He came up with a temporary fix (adding coolant) that will hopefully get us through until the fall, when the system is not needed and a full diagnosis can be made (the leak check can take some time if the leak is slow).

So in the end they saved the day, but the ride was a little bumpy.

Update: I just received the bill for the coolant that was added to my system. Outrageous. More than double what my usual service company would have charged (time and materials) for the same service. Even with consideration for what you could consider an emergency service, this is out of the realm of reasonableness. Regretfully I must change my rating, removing a star for extremely high pricing.

Ideal air installed a water heater in my home and were able to diagnose a problem with the plumbing in my house. Odean made an extra effort to rectify the problem at no expense to my family. I am very happy with their service.

These guys are the best! Communication is always top notch. They show up when they say they will. They spent as much time as needed to service our unit, setting us up for what should be a smooth Summer. I would use this company for all of my heating and cooling needs.

I have been using Ideal Air for a couple of years and it has been positive... until now. I received a phone call in December 2022 from Ideal asking if I wanted them to provide maintenance on our heating system ahead of the winter months. I accepted and they came to do the service a week or so later.

Fast forward to early January 2023, upstairs is freezing cold one morning. I immediately call Ideal to get them to come out to fix the system. I wasn't in town, but my wife was told there was a heating element that was unplugged (or never plugged in as they said) and as a result, a drain pipe had frozen and the system automatically turned itself off to prevent a bigger problem.

Why wasn't this caught during system maintenance that we paid for? I called to get an explanation, left a message, no response. I called again, left a message, no response. My wife called, left a message no response. This happened approximately 10 times before we finally got a response.

Here is that response (via text):
“After looking over both services, and following up with both technicians, the two issues are unrelated. The freeze protection device is not a part of the unit, it's an add-on, and it's an external device that was disabled and out of sight from the maintenance tech. It was not visible on the maintenance service.”

Then another text message:
“The technician who did the service informed you that whoever installed that freeze protection device did not connect it. On the service call, our technician had to use an external extension cord to bring power to it, and informed that the unit was not long enough to reach the power outlet and that an extension cord was needed. We did not do that.”

The system was installed in 2016 and has never had this problem. There are only 2 possible explanations:
1. The system has never gotten cold enough to freeze in the past 7 years... in MASSACHUSETTS!
2. The technician who did the maintenance in December (mistakenly) disabled the device.

In any case, Ideal Air has our $250 from the "maintenance" service they performed in December, and $700+ from repairing the freeze protection device... and they have lost a customer.

I advise anyone reading this to look elsewhere for your HVAC needs.

The technician (Kevin) arrived on time and cleaned each of the indoor unit vents - vacuuming and sanitizing thoroughly. They even sealed up some of the holes in the ducts which were leaking cool air. Replaced the dryer ducts and tested the condensation unit in the attic. These guys are very methodical and answered my questions. Glad this is done.

I’m very pleased to working with Ideal. Their technicians came on time, respectful and very polite.
Thank you Odean for taking care of me and my family.
I recommend Ideal to my friends and family!

I needed my dryer vent hooked back up to the vent outside. Ideal Air did a great job completing the job. Very professional. Would use them again in the future.

If all the diagnosis (for a known problem) is replace the units for triple the money i am big time out. Wasted my time and money.

Fyi I did pay the visiting fee (but for nothing). Options I got were out of proportion and i did not want to proceed with. Who asks $1700 for refrigerant fill)

I also wish u guys best ahead.

3rd time using Ideal Air. Great service. Able to book an appointment in one day. Techs were knowledgeable, professional and courteous

Initially was disappointed that Odean was not assigned to our call but AJ did an excellent job. Resolved our problem in a timely manner and did tests to make sure the new smart thermostat was working properly to control heat. These guys have never disappointed us!