Custom Air Inc

Custom Air's technician, Jason Brooks, is an outstanding asset to Custom Air. Not only is he through and professional, he is great at communicating and finding areas that can be improved in my system.

Dustin is very knowledgeable and friendly. He explained everything that he checked on the unit. I will have them back to replace some refrigerant.

I received a phone call 15 minutes before Jason came each time. The first appointment was a diagnostic call; my A/C wasn't working, and Jason was able to figure out the initial problem (it was a symptom) and then worked to uncover the real root cause of the breakdown. He quickly pinpointed the leak where the coolant was escaping and made a follow-up appointment to return for the actual repair, which was complicated and time-consuming. When he arrived for that appointment, Jason worked diligently until the repair was completed and the system was working correctly. At all times, he was polite, completely professional, and willing to explain the problem and what was needed for the solution. It was incredibly hot and humid while he was working, but he never complained. He worked to find the lowest-cost solution (the coolant was expensive!) and totally customer focused. I really appreciated his concern and his punctuality, especially in the middle of a heat wave when Custom Air undoubtedly had a lot of service calls.

I am very disappointed in the service I received from this company. It’s more as a result of the office personnel. I had the company provide me a quote as I was going through the process of purchasing my home. The inspection took place on 3/27. I had 30 days to move forward with service before they would charge me another assessment fee. I closed on my house 3/25. I called custom air that same day to move forward with services. No one answered. I left a message and no one called me back. I called on 3/29 because I had not heard anything to see if we could move forward with services. They said no, we will have to come out and assess the unit again. My frustration is the lack of follow up along with the lack of empathy or acknowledgment that I tried to stay within the timeframe. I know I was cutting it close outside of any control of mine but the customer service rep, Sherry, implied that I was lying about calling initially. Before she placed me on hold I heard her unprofessional comment to Mary Jane (the rep who initially worked with my realtor) about me saying I called before. Instead at the very least acknowledging no one from the company followed up she responded with “like I said”. A great company is more than the field service but the office personnel as well. I wouldn’t recommend this company to anyone.

Update: Mary Jane followed up with me and advised they would move forward with the service. Not sure if this was something working behind the scenes or the fact I called back and asked for the names of those who assisted me. They probably could hear my frustration. I’m thankful they followed up with me but hate it had to go the way that it did. Changing the rating to a 2
.
Will provide update once everything has panned out.

The technician, Jason Brooks was EXCELLENT in every regard; punctual, thorough inspection, good communicator. **BUT** Shari in Sales neglected to tell me the cost of freon I told her we would need which turned out to be $222 per pound !! Since I bought an annual service contract for $140 from her WITHOUT FULL DISCLOSURE, I asked the company to give us a reasonable freon price once Jason repaired the leak. They refused. So - I sent Jason away without getting the freon boost. $290 later, we still don't have A/C. You lost a new customer today Custom Air Inc. Shame on you.

Jeremy was able to find a small leak in my system that had likely been going on for 2+ years that other technicians were not able to find on multiple visits. He came back to do the warranty repair and everything is working great. I highly recommend Jeremy and will be requesting him on any future issues.

Austin Hile was prompt, friendly and professional. He went over everything about my unit and I found it extremely helpful and informative. When he left I felt comfortable knowing that if I were to need his services again I would be in good hands. It was also time to replace my ceiling air filter and Austin was kind enough to do that for me while he was here.

Despite it being a busy time of year, a great technician came out within two hours of our call. He was very knowledgeable and helpful, and was able to repair our system for a fair price while alerting us to issues we may encounter in the future.

I am writing this review to let everyone know that overall, Custom air is a good company. I do recommend shopping around as their prices are a bit higher and I was promised more than delivered with my initial experience. I purchased a new system from their company around 13 years ago. They promised an over all savings of 20 percent on my energy bills. This was including the use of propane and electric. Initially I had a propane only system but went with a dual fuel system. Propane and electric. This system did not meet my expectations and when I informed them of the failure to meet their promises, they said it did. Their promise was that they would make up the difference which never happened. I had lived in the home 5 years prior and knew what the difference should have been. Maintaining the system was great. The system worked well but the energy savings was not there as promised nor did they stand by their words of making up the difference. I recently had another service replace the condenser unit for half the price they had quoted me to replace the unit they installed 13 years prior. This is after having to order a new breaker for that unit that was not bad but the technician that was sent out to evaluate the unit mis diagnosed the issue initially. He was unaware of another breaker box they had installed under the house by the internal unit. So, long story short, they do make mistakes and do not stand behind all they promise. Their maintenance of the system seemed to be good and my system lasted 13 years before the issue that recently came up. I attempted to call the office to ask questions about a quote they provided and no one returned my call. I am not giving a lower rating because I do feel they can be a good company but should stand behind their work and promises.

Jason was prompt, polite, friendly and thoroughly explained all that he was doing. We would have him back in our home again any time we need help with HVAC.