Olde Towne Heating & Air, LLC

Update: 3 stars because they did credit me back my money, but such unnecessary series of events that could have been avoided. When I called to schedule appointment, I explicitly asked about my warranty and was assured that my parts would be covered. Not only was the part not covered, they waited until after they took my $85 diagnostic payment to tell me they didn’t even install my HVAC unit. That’s easy to check in the system when I provided address to schedule appointment. I’m in a new build and going off of info provided. Not to mention the manager I spoke with was extremely uncaring from my opinion.

Absolutely terrible communication and customer service, which started with the lady from their office who had a bad attitude to setup the appointment. Waited 4 days to have my HVAC system fixed, took time off from work. Then the tech arrives, and after a hour, said he was there to “check it only and report back to his office”. No phone call or anything. Now my house is still a sauna.

DO NOT RECOMMEND! TERRIBLE!!!

Our family would recommend Olde Towne Heating and Air to anyone and everyone! They are an awesome family owned business who takes great care of us any time we need them! Our most recent issue we had was taken care of by them within only a couple hours of me calling. They were swamped and their guys were pretty much booked for the day, but as soon as I called and told them our predicament they had someone out to us within two hours time. We had tried using someone else through our home warranty and kept getting the run around. The second I spoke to Mr. Frank, I knew he'd have someone out who could either fix our problem.....or get us the best price on a new unit if it came to that. Luckily, they were able to pinpoint and fix our issue within an hour of being here. The "other guys" had been giving us the run around for a week while we had no air conditioning. I was so pleased with their service. They took such great care of us and had our problem solved in no time. Their service guy walked me through the process and always kept me in the loop on what was going on. I won't be calling anyone other than Olde Towne in the future.

I really don't understand the negative reviews.
In my experience, this is the best HVAC company anywhere in the Charleston vicinity. I had a major power surge in my home just before the snow storm. They determined that both of my HVAC units were fried and immediately came out and replaced both up & downstairs units with new Lennox systems. They cleaned up after themselves, we're couteous, professional and thorough.
If there was a 10 star rating, Frank, Brian, Tyler, Charles, Troy & Harry would get it. If I left anyone out I apologize. You can trust this company to have your comfort & best interest in mind.

Like most people I usually don't write a review unless I've had an extraordinarily good or a frustratingly bad experience. Unfortunately this is the latter.

It started exactly 2 weeks ago today when my downstairs air conditioning unit went out. I called that morning to have someone check it out and they were able to stop by and diagnose that I needed a new blower motor. After checking their supplier they thought they had found the part locally however when the tech came back out it was the wrong part and they had to order it. The office was supposed to call me when it came in to put me on the schedule for the repair. However I had to call about every 3 days for an update. Of course it would be one of the hottest 2 weeks in recent memory with heat indices over 100 most days. Fortunately I have a separate unit for upstairs so it remained manageable for the most part with my working unit running 18-20 out of 24 hours a day to maintain 79-80 degrees in the house. I don't even want to think about what my next electric bill will probably be.

Long story short each time I called for an update they were expecting the part that day but each time I would not receive an update until I called back a couple days later and then they again would be expecting the part. Friday before last they said they had one part but not the second which was expected that next Monday (a week ago). Needless to say it didn't come and of course I had to call for the update. They were finally able to make it back out today to perform the repair. Management denied any consideration for the inconvenience so I had to pay for the full price of labor for the repair (the part was covered under warranty).

I have say the technician that worked my job was excellent. Very professional, courteous, and efficient. Unfortunately I can not say the same for the company as a whole. I do not recommend Olde Towne Heating & Air.

My husband and I have used Olde Towne Heating & Air (and previously Lonzie & Son) for all of our HVAC needs for 20+ years. We are very please with their service. I highly recommend them to my friends and also my clients in the mortgage business. They lead the industry in high quality performance and customer care.

Olde Towne Heating & Air is by FAR the best HVAC company in town! They are always extremely attentive to accuracy and detail. Frank Allen has always been so kind and generous to his customers and makes sure they are getting the up most quality efficient equipment! I would 100% recommend Olde Towne hands down! Great jobs guys!

the lady who says we are difficult to deal with about her ceiling neglects to say that her drain was stopped up because she had never had maintenance and that is why her ceiling fell. Also this is a rental and we all know how those are taken care of. those that know me know that I am fair and we all know when someone is after something for nothing. Please have your system looked at once a year . Imagine not changing your oil in your car and it failing and you taking it to GM or Chevy Or Ford. I believe I also said that I would get someone to make the repair but the homeowner is responsible. Internet bully's man what has it come too :)

Wish I could give them less than 1 star. In our brand new home, we have been without adequate cooling for 3 weeks. One week after our original service call, I called them for a status on our parts. They blamed Carrier, saying it'd be another few days and they would call when parts arrived. They did not. I called them and got on the schedule for today. The technician arrived with the wrong parts. He said the office would call me with a status. Again, they did not. I called and was told they were on the phone with Carrier and would call me back. That was 11:30am. It's almost 9pm before a hurricane and 80 degrees in our house. They clearly have no desire to rectify an issue under warranty. I have never dealt with a business with such pathetic customer relations.

Olde Town installed my HVAC unit with wires over the floater switch, and when those wires prevented my floater from shutting off my unit, the catch pan overflowed with water and ruined my ceiling. Frank Allen postured that nothing was his fault (without even looking at the problem) and told me that because I did not have his company service this unit (installed new and is only about two years old), that basically he would do nothing. "You just need to call your insurance company," he said. Frank was contentious on absolutely every point. His only concession was that he would send someone out to "clean and check" if I thought that would help. I am afraid to deal with this company based on the way Frank has dealt with me and my husband.
Update on 6/16/15: My insurance company wants this problem handled through Mr. Allen's insurance company; however, now Mr. Allen is refusing to give me his insurance company's name. I will update as necessary.