Reviews (100)
Service was not up to par. Outside unit has a residue buildup on the inside due to incomplete cleaning of the fins. I have photos but don’t want to post them at this time. My wife asked the tech if he was going to clean the outside unit. He ensured her it would be cleaned. It had been on previous visits. Leaves and cobwebs. Needless to say he didn’t clean. It appears he used coil cleaner of some sort and didn’t flush it out from the inside out. I have a white residue buildup and it reduces the efficiency of the AC. The residue is on the inside of the unit.
Kyle was our technician and he examined both of the air conditioning units and also provided information concerning the high humidity in our crawlspace causing potential damage to the wood in the crawlspace. I was very appreciative of his analysis and solution.
Service, Christian, tech very knowledgeable. Gave direct eye contact when explaining the problem. Made sure to answer any questions we had. Made service/maintenance suggestions. Was two hours earlier than actual appointment time.
Kyle Jason and Christian are great technicians friendly prompt and professional they have assest my problems and are working diligently to get them repaired. Custom Air is on speed dial and will stay there. Last but not least the office help is also friendly and prompt thank you all! Keep up the great work.
Kyle is an excellent Technician and also has great "people skills." He has been to my home on previous service calls and he provided great service. He is very business like and at the same time very cordial!!!
Kyle put together an excellent quote that really met our needs and concerns. We ultimately went with a different company, but the choice was agonizing. The quotes were within a couple hundred $ and were very nearly perfect for our situating. I very highly recommend considering Custom Air for your heating and cooling needs. I have already referred several of my friends to them.
DUSTIN WAS VERY thorough, informative, polite, professional. thank you
I appreciate Jason Brooks’ expertise in quickly identifying and replacing a defective part in my air conditioner inverter board under warranty. His product knowledge, professionalism and courteous manner was commendable.
Installed new heating system and thermostat in 2021. Technician didn't check to make sure the new thermostat would also control the AC. Called and had them to come back and fix issue, which I was charged for. The inspection said nothing else was wrong with AC, it was just the thermostat was defective. Replaced thermostat. Then was told that starter on AC needed to be replaced. This was completely out of the blue. Was charged for the replacement, the visit, AND a new thermostat! Also, during AC inspection, was told that there were mice dropping in the attic, but tech couldn't tell if they were old or new. Was told that they were probably getting in through the ducts since home is built on cement slab. They said I needed to replace the old ducts with a "sealed" duct and vent system for the estimated cost of $7000.00 which was on the cheap end.. They sent me email with two quotes. I held off and had a pest control company come out and do an inspection. Inspector states NO EVIDENCE OF RODENT ACTIVITY! I have a service contract with Custom Air, but as soon as it expires, I'm DONE! every time they come to inspect, they try to up sell to a new AC, Furnace, Ducts etc. Last year they tried to convince us to upgrade to zone heating. Said we were losing heat and cooling due to single zone service. Beware of the up-sell technicians! Update: Notice that Custom Air rep only responded to the up sell portion of my review, never addressed why I was billed for technicians error. Focus was on them feeling terrible if my health was jeopardized by rodents in the vents. Didn't address best control company not finding evidence of rodents. Response makes them seem attentive, but key complaint not addressed. Slick!
Dustin is very knowledgeable and friendly. He explained everything that he checked on the unit. I will have them back to replace some refrigerant.
We received a Tune-up on 4/5/23 from Dustin. Evidently he turned our heat OFF. The temperature in the Triad went down to 40 degrees on the Easter weekend. Of course, I called on Saturday when the temperature went down, we were extremely cold and couldn't believe Custom Air turned off our heat without telling us or without our permission. What was worse was when I called and requested someone to return to my home & flip it back on, the request wasn't urgent enough & there were other request that prioritized my request. We couldn't believe it. The heat never came on. I have Osteoarthritis in both knees. It was painful experiencing the cold. I'm placing this request in for Monday for someone from Custom Air to please contact me on Monday 4/10/23. Monday came, I had to call again and request someone to come out. There wasn't any availability until 5:00pm, So the entire day was still cold. I was not happy.
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.
I had requested a quote to replace our existing HVAC system. When the service guys showed up I showed them our current system. When the lead guy asked if I was shopping for the cheapest quote I indicated that I wanted to see what Custom Air had to offer but did indicate I was price shopping. I was told that he didn't want to waste his time and immediately left with no quote given. I would not use this company because of the lack of professionalism and courtesy toward me.
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.
Jason Brooks the technician was very pleasant , and polite. And show good customer service skills. Well done job!
They just installed a new AC system unit for us and it is running extremely well! They got it all done very quickly. Highly recommend these folks!
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.
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.
Jason did a very professional assessment of my property. Quality product with 10-year warranty. Cost is a factor.