Home Comfort Alliance - formerly Sullivan Heating & Cooling

Best customer service ever. Called after hours and within minutes I had the on call tech (Brad) on the line. He spent about 20 minutes helping me troubleshoot, trying different simple diagnostics I could do. Finally came to the conclusion that there was low LP pressure. Sure enough, the LPG tank was empty (stuck level float gave erroneous level reading). Full tank of LPG later and I now have heat.

We are previously happy customers of Sullivan and the Carrier ductless air conditioning system that Sullivan installed in our sunroom back in Summer 2015, so we were counting on Sullivan and Carrier to deliver again as promised in 2016 when we went big with heat pump, air conditioner, furnace combo. After assessing our original needs Sullivan recommended a Carrier heat pump.

Immediately upon installation of the new equipment in June 2016 we realized that the equipment was not functioning as promised, specifically that the continuous fan would not stay on and be continuous, and the variable-speed cooling system refused to respond to your programmed "calls" through the Infinity thermostat for specific fan speeds to equalize air flow and cooling throughout our house. As well, the system would not follow "calls" to tum off dehumidification. The net result of all the foregoing was that the new air conditioner was heating up our house rather than cooling it down.

The problem is a design flaw that causes our upstairs to be 80 degrees and downstairs 65 degrees, because the system refuses to follow the settings, so we can't balance out the temperatures.

Sullivan made multiple service calls and attempts to repair with factory/distributor assistance, they were able to correct the continuous fan problem by installing a new computer controller board and altering some internal settings. HOWEVER, they were not able to correct the fan
speed problem directly or with workarounds.

After pouring over the specs and manuals for the system in August, the Carrier factory finally admitted to us that the problem we were all enduring was a software/firmware defect in the Infinity system. Their promised solution is a firmware update, but they did not commit to the date of delivery for the fix. Suggesting that could be another 12 months before such an update would be ready.

In the interim Sullivan removed the Infinity thermostat, and replaced it with a binary Honeywell model, and set the system internally to run at high speed at all times and in all conditions, thereby making an end run around (that is, turning off) the variable speed system which is impacted by the defective software.

The "Honeywell solution" is a lot like buying a Ferrari and then putting tiny Fiat tires on it so it can only be used to drive down the driveway to the mailbox and back. We were sold a fourteen thousand dollar system and it was set up to run within the limitations of a five thousand dollar system, as we all waited for Carrier to do the firmware update. Sullivan promised and continue to promise to do whatever it will take to make us happy.

Almost a year later the new firmware was available and Sullivan and Carrier came out to install. Guess what it still doesn't work. Didn't anyone test this stuff? And even worse the controls that we could access to do some manual adjustments to make things a bit better are locked out. If you go to modify the program it says call Sullivan, well we did last night. Someone was suppose to be here today to investigate the problem and no one has come or called.

We are done with these people and this equipment. We were oversold equipment that can't work for our clearly defined needs. Though Sullivan promised to stick with us and ensure we are satisfied customers, they've stopped caring about us. Thank goodness when we saw the problem coming we got them to sign an agreement with us, stating hat if they couldn't get it to work to our specs they would pull-out the equipment and we would receive a full-refund.

We no surprise here, we now triggered that agreement and want the equipment out of here. We will keep you posted and see if they keep their agreement or if we will need to get lawyers involved.

It's hard to imagine other people are not having this problem with the Carrier equipment. Certainly the brochure says it can do things it can't do. Also important to note Sullivan is a Carrier shop, so if you don't want Carrier gear don't go to Sullivan, but we don't think you should go to them anyway.

Just a quick not to tell you what terrific service I received today.
Donnie & Tyler arrived as scheduled on time and did an excellent job of adding the two supply air ducts as quoted.
Donnie had done a previous job a few years ago so was familiar with our property.
Please pass on to management/owners that they have amazing people working for them!

They’re not cheap, so I expect a certain level of quality in their services. After a longer than expected install I followed up with questions about some (admittedly minor) issues, and I was ignored. Still haven’t received any response. But they keep sending me invoices after they’ve cashed my check for the final remaining balance. Just know that if you go with these guys, based on my experience, the only post-install communication you’ll get from them will be redundant bills. They just want your $$$ and don’t seem to care about customer service.

Fast, friendly service! Figured out our furnace wasn’t working during the first cold snap of the year, they still got us in fast and had great communication!

Good news about the below: Sullivan and supplier Airefco have just totally replaced our lemon unit and the new one is working great except for design defect in the thermostat which causes it to give false room temp readings and therefore turn on the a.c. went it should be off... but the folks are working on that too. Hope to be able to edit this post and turn it into five stars with an asterisk very soon! I will say this unequivocally: in the end, Sullivan and Airefco stood up when Carrier would not. Yes, it took a year for everyone to simply accept we had a lemon rather then lots of pointless patching and fixes that didn't fix -- but Carrier needs to create a better way to diagnose how their systems are operating and find these failures right away -- that should be the highest of priority for them. Anyway, good news for us at this time, and thank you to Sullivan for getting on the case, and to Airefco for backing their play.

Below is the original post, edited, and the one I hope to soon delete in full, but important for Carrier customers to see that they are not crazy when they complain, and you have to scream long and loud!
Original post:
Complete disaster from literally day one of the installation. Fourteen thousand dollars worth of Carrier lemon equipment and failed service by seller/installer Sullivan and supplier Airefco. Carrier admitted the Infinity equipment sold us by Sullivan has a design defect, and now it's been almost a year and they have failed to fix it or replace/refund. As a result, the equipment causes our upstairs to be 80 degrees at the same time as it causes our downstairs to be 65 degrees, and the Infinity thermostat reports room temp as 76 then 80 then 65 all in the same place during the same minute of time. Our home air is miserable, we have lost endless hours and days and days to useless repair visits and runaround, and we have been forced to go to the Washington Attorney General and legal remedies. In fact we have a written agreement with Sullivan in which they admit the defect and promise to repair/replace/refund at our option, and, after a year, that may be about to happen. (See above, it has happened!)

I hate when people say "I wish there was an option for zero stars" but now I am one of these people! SO frustrated. This company has the WORST customer service I have ever come across. We had Sullivan come out and look at our heat pump June of 16. They price gouged us to fix a leak and refill the coolant (over $1,000+). Tried turning on our air this June (2017) and it didn't work! We are beyond frustrated that it only lasted a year. Called to see if they will work with us. NOPE! Still want to charge over $100 dollars to come look at it. SERIOUSLY? They obviously don't stand behind their shoddy work. I told her that we won't be using them anymore and her response was "OK" and she hung up. Run far far away from these thieves.

Sullivan installed two Mini-Splits in our home… bobby Baker was the salesman (extrodinare) Start to finish, “all the Sullivan Staff was GREAT”
Highly recommend this Company 👍🏻👍🏻👍🏻👍🏻👍🏻👍🏻👍🏻👍🏻👍🏻

Their representative was courteous, informative, and answered every questions. The gentlemen who installed my furnace and heat pump also were able to answer questions, cleaned up and also showed me how to set my thermostat. Glad I used them and would recommend to everyone

I have always been happy with the service at Sullivan.They took care of my old furnace for the past twenty years and I recently purchased a new unit from them. Customer service reps and technicians are all friendly and courteous.