Monarch Air, Heat & Geothermal

We love working with Monarch! Andrew is always so personable and quick with our system maintenance checks!

My A/C went out in hundred degree weather. Chase, Andrew, and Ryan went above and beyond to try and find a solution other than replacement. After two full days spent out here plus an afternoon of follow ups, we had to get a replacement. The guys knew it was going to be super hot and were able to get out here and replace our unit in no time. Friendly and super professional, I cannot recommend them enough.

My wife posted a review. I just wanted to give my two cents. This is a good company with professional people. Andrew suggested the problem was probably due to needing a cleaning and so I went with his suggestion. Sure enough, that was the issue and we didn't have to pay another service fee as well as a cleaning fee. He was kind enough to reduce the cost since the other tech had been out about a week ago. What a great guy. Top notch company.

Had a great experience replacing two heat pump systems. Andrew knows his stuff and communicates it well and without pressure. Very competitive pricing vs the large companies in Charlotte. I even referred to a family member for a system replacement.

I very much appreciate the communication and the service I received and the willingness to stick with resolving a difficult issue on my pool Heat Pump. Thank You!!!

Monarch was super easy to work with and professional. They replaced my unit in a very timely manner and always kept me up to date as there were delays in getting my new unit. I am very happy with both their service and price. I would 100% recommend them to anyone in the Charlotte area.

Last update: They refunded my bank account minus the cost for parts they purchased, which I believe is fair. And as promised, I will increase this rating to 3 stars. They get minus two for their lack of communication skills, mean gaslighting receptionist, and for making me wait three weeks for a repair. In short, extremely poor customer service.

Second Update: I cancelled my appointment three weeks out because I found someone who would come out to replace the parts and provide service. When I called back to ask about when I would be reimbursed, they initially said that I would need to speak to Andrew. I called 24 hours later because I did not receive a call back. This time, being told that Andrew would be out of town (on the day they were supposed to come and do the repair initially--I cancelled the day before because that was when I had someone service my geothermal.) So naturally, wondering when I would be able to talk to Andrew, I asked if there was anyone else at Monarch I could talk to about the refund. At which, I was accused by Avery of raising my voice and being difficult. I tried to explain things from my point of view, but this only seemed to make Avery even more angry.

He said they had already ordered the parts and that other companies would keep the deposit (they never told me they had got ahold of parts.) I told him I'm not upset, I'm just conducting business, and a reasonable question to have answered is when I can expect the refund. At which he grew even angrier, saying he answered once and that I was making him repeat. I tried to deescalate the issue by trying to reaffirm that I wasn't angry and that I just had questions I wanted to have answered.

He said that they are a small operation and do not have the capability to notify people of things or really answer anyone's questions. He said he didn't make the rules (which I understand. I didn't know Andrew owned the company) and he can't tell his boss about my complaint for fear of reprisal. Which, is really sad.

I don't understand. Up until this phone call, I considered Avery to be a nice and pleasant person. He ended the conversation that he would contact Andrew and try to have the refund done today, but that it likely won't be in the bank today--which I get. That's not the expectation here. Communication was the expectation.

I've tried to be patient. First time out, they said there was no answer. I get calls in my office all the time--I work remote. So, I thought--okay maybe they went to the wrong house. No biggie, reschedule. Then the second date came and went and they said no one put it on the calendar and they would reschedule again. Okay, fine. So I rescheduled. In that time I found someone else to do the work. I called and cancelled because from my point-of-view, no one was coming out to do the work. Then to find out that Andrew was scheduled out of town on the day he initially was supposed to do the repair? It kind of justifies me finding another contractor.

I will end with this advice from the Hartford Courant:

"Asking for more than half of the project cost up front, though, is a big red flag. A reputable and established contractor should have the wherewithal to purchase enough materials to get the job started without relying on your down payment. I recommend tying payments to progress made during the job."

When they sent the invoice, it was for the entire cost. Not for half. Which they sent to remind me almost every other day. Keep that in mind.

Update: Second visit, they did not perform service. They stated they called and texted, but there is no proof on my phone this occurred. When I called to reschedule, they gave me a date. When that date came, they said it wasn't on the calendar, and rescheduled it for another week away. So, for 2 weeks now they've had my deposit with no work done.

Technicians arrived on time and performed their tasks in a friendly manner. Answered my questions and gave options. They were very knowledgeable about their work and finished quickly. I will definitely call them again.

Prior to choosing Monarch, we spoke with five other HVAC firms - after meeting with Monarch, our choice was incredibly easy. Their professionalism, extensive knowledge, pricing and thoughtful install (not to mention just personally very respectful of our space and that we have a little one) was exceptional. We would recommend them, hands down, to anyone else.

Andrew Edwards with Monarch has exceeded expectations for all things HVAC. He has visited our home several times now to help ascertain the root cause(s) of excessively high humidity in our new construction home. He is knowledgable and thorough, a great communicator and conducts himself in a warm but professional manner. Would recommend to all friends and family.

Excellent service and value. Responded quickly even though I was not a regular client and did a great job of getting my AC unit back up and running. Monarch will be my long term go to for any HVAC needs.