Custom Aire Inc

We have been using Custom Aire to service our HVAC units here at work for over five years now. During that time we have had our share of emergency repairs, in all cases these repairs were responded to quickly and professionally. As we are a medical company, the work environment is always critical. The work preformed by their technicians is always done as cleanly as possible. After determining the needed repairs, we are always promptly informed as to the expected cost of the repair, parts, repair time, unit down time, etc. All pertinent information needed to access any interruptions in production and possibly schedule around the issue. Their prompt response to equipment breakdowns and their prompt transfer of information is critical, in this they have lived up to all our expectations. The service professionals at Custom Aire have gone the extra mile to meet our needs and I would recommend them to any company in need of dependable professional HVAC support.

I hired Custom Aire for installation of Mitsubishi heating and cooling units several years ago. I was happy with the work at that time. Recently, one of the units stopped working, and I had someone come out to assess and repair the unit. It cost $100 to diagnose the problem and almost $400 for them to come back and fix it (they do not give you a discount if they return to do the repair after they diagnose the problem). The same guy who diagnosed the problem came to do the repairs, and after about an hour and half, told me everything was working fine and had me sign the work order without showing me that the unit was actually fixed. After he left, I went to turn on the unit and it did not work. I called the service department, and they sent a different repairman to check the unit. They did not charge me for this reassessment, which I expected as I had already paid for the unit to be fixed, and it had not been. The second repairman diagnosed a totally different problem. I talked to the service department about having that problem fixed, and Matt, the service department manager, let me know that he would charge me full price for the second repair. When I questioned why I would be charged as I had already paid for repairs that did not actually fix the unit, he told me -- without any proof -- that the first repairman had fixed the unit, that it was fully functional when he left my house, but it had broken again in the 20 minutes between when the first service repairman left, and when I went to turn the unit on. Of course, that would mean that the unit had broken while it wasn't even running. I asked if I could speak with someone else, and Matt patched me through to what he said was the owner's phone. I don't know if it was actually the owner's phone, because no one picked up, and the voicemail did not identify whose phone it was. Whoever it was, they haven't called back. I'm out $500, the unit still doesn't work, and if I want to give them a shot at actually fixing it, it's going to cost me a boatload more. I'm trying to figure out who to report them to, as it seems to me they fraudulently took my money for the first repair. I don't believe for a second that the unit broke in the 20 minutes between when he left and when I tried to turn it on, and they charged me anyway.

Ian Wagner was our technician today and he was excellent. Fixed our problem and was very professional and personable. Our unit is new and if Ian is representative of Custom Aire service, we are more than satisfied.
Thank you Ian!!

I got mixed results from this company. I had 2 combination heat/ac units installed. The crew that was here day 1 left holes in my walls, on my railing, and did not finish the work. The crew that was here day 2 was careful- no new holes. In addition, the company was responsive, when I called, in that they sent back a crew to finish the work left undone on day 1. The units are the right size and they work, as represented by the sales rep. I am still filling holes in my walls and will have to paint the walls. Conclusion? Not sure.

Terrible service!!! They do not back up their work and on more than one occasion have canceled appointments or did not show up at the time they said they would.

We had a brand new HVAC system installed by this company and it has been nothing but problems.

Air Conditioner: They didn’t bother to look up the NJ electrical code prior to installation and installed a fused box that wasn’t to code. They then said the correct type of fuse wasn’t available. When they finally came out to install the new fuse (a month later) it was “defective” and we were without a working air conditioner during the hottest part of the summer.

Heater Install: Our system was installed in July. When we started the heat a few months later (November), we found out the condensation pipe was erroneously installed over the electrical panel, causing water to leak all over the electrical components. Rather than owning to their mistake, and replacing the parts that were water damaged, they said “everything looked ok” despite the fact 1.) we got a second opinion from another HVAC company that said otherwise 2.) The damage was very obviously visible and 3.) The system itself had a record of all of the multiple failure codes.

When they came out initially to look at this issue, they came late in the day and did absolutely nothing to fix the system. They set up a second appointment, which my husband took off from work for, only to cancel the day of.

We have had to take off too many days from work (at least 5) between the heater and air conditioner for a brand new system that has not worked smoothly since installion in July.

Very pleased with the level of service in which Custom Aire has provided. The service technician was very professional and quite familiar with our heat pump system. Walked me thru every step of the maintenance check-up in detail, answered questions, and provided options for solutions on repair.

I hired Custom Aire to install a new AC unit and attic air handler about 5 years ago. I had them come out every year for the preventative maintenance. 2 years ago they came out and found a defective fitting on the unit. This allowed the refrigerant to leak out. Custom Aire covered the part but charged me $800 for the refrigerant. This year I had another problem. The primary pan that carries the water out was cracked and they would have to send another tech out to price the job. At that point, I hired another company to come look and see what they were talking about. The pan was definitely cracked, but there was also 2 rolls of electrical tape jammed next to the pan. When he took them out, the pan basically collapsed. The tech told me that the pan was never installed properly. It was pitching to the wrong side. The pan was never working and the only thing carrying the condensation out of the attic was the secondary or emergency pan. If this pan had become clogged or filled, I would have a had a huge leak in ceiling. This incompetent company was the only people that worked on the unit since its installation. After contacting the company, they were first appalled at what happened, then gave me a run around for the next 9 months. STAY AWAY...they turn over technicians all the time and they do not care about customer service. Still waiting for what Scott Schnieder told me would be a "fair and equitable" solution.

I strongly recommend finding a different company. We had issues ranging from miscommunication between the salesman and the installers, the size of the compressor being overly large for the size of our home, to where they wanted to install it, to water dripping in the house even after multiple service appointments, to poor customer service on the phone.

Great service provided by Zach today ... exceptional all around and love the company

called in the morning and they came in the afternoon. very professional and efficient. Ian W was so nice and explained the problem . Felt really. bad for him since our unit was in a very tight hot hot space. Love the service . After Ian ledt a horrible storm swept through making a large tree limb fall on our property and taking out electrical lines. Ian was riding by and called to make sure we were ok. that is going above and beyond. i have told all my family and friends and will recommend custom aire to everyone