Black Lion Heating & Air Conditioning

We had our furnace replaced and central air installed in our home in November. They had to come out twice to fix issues with the install on the furnace, as the installation quality was poor. We lost heat during the cold snap mid-winter due to them not properly angling a drainage tube and not insulating the exterior drainage tube. To their credit, those two issues were fixed (relatively) quickly and the furnace works fine now.

We finally tested our new AC unit (it's been too cold to properly test until now) and it won't even turn on. We verified that it's receiving power. We called them to have it looked at and they won't see us for a month. This is now the third time we've been stuck without proper heating or cooling due to their shoddy workmanship, despite us dropping >$11,000 far in advance of peak demand months.

Edit: changing this to one star. It took them a month to send someone to fix the air conditioner that they improperly installed. However, they just sent a technician who said "yup, it's broken. You'll have to schedule another appointment to fix it. I'm just a technician who diagnoses." They scheduled that another month later. We went an entire summer with me pregnant in >90 degree heat without the air conditioning we paid for.

I just had my heat pump installed by Black Lion in July 2022. I initially had contacted them 2 yrs ago, but it was a bit much at the time. After Covid, I contacted Black Lion again and their quote was same as pre covid while others ask for about 15% more. Adam provided a quote for best option for us which was Bryant 224. This is a popular slim model, but we wanted one grade up. Adam had to back order our model 226 and had to wait 4 months for that. But it was worth the wait. The install team arrived early and the install job was smooth and clean. I was working from home without much noise. They finished by 3 and set the perfect temperature and left. I am very pleased with the work so far and would strongly recommend them.

I got this company through Home depot. They replaced the heating system and and installed a new heat pump/ac system. The first time they came out they left massive gaps in the system so we were mainly heating and cooling the garage. They came back again and found the wires were not installed right and very messy. The heat pump was on back order and when they came back a year after installing the heating system they did not try to level the system. I had to hold their hand on how to level it. I had to loan them my tools because they did not have a level. I called back and ask for some sort of compensation for all of the issues and they refused. Do NOT use this company. They will only leave you with a bunch of problems.

My install was delayed multiple times. I agreed to a quote in September, with the original install date in October. The crew arrived, said they didn't have all of the parts and left. I'm pretty flexible and didn't consider it an issue at the time and agreed to their next install date in December. December install comes, the installing crew didn't complete all of the ductwork from the invoice and I've been getting the runaround from everyone involved at the office for over a month, during which they charged me for the incomplete work.

Not to mention some questionable workmanship (pictures attached). Not the kind of work I would expect after spending tends of thousands of dollars.

Had good experience with them in the past, but I’ve been struggling to get a response from them for a week now. They installed a new furnace last year which is not coming on this year. Getting colder fast. Will update my review when I hear back from them. Wish me luck.

We called Black Lion for a quote on installing a heat pump system. Super responsive, setup a date for a rep to come out and give us a quote. Person was a no show. Called Black Lion to try and get it rescheduled. Left a message with them about the no show and wanting to reschedule, and never got a call back from them.

Shame, they come highly recommended. I’m sure their work is great, alas we will never know!

BlackLion installed our A/C in 2019. It hasn't worked ever since. Every summer we turn it on, it never cools. It takes Blacklion 6-8 weeks to show up and another 4-5 weeks to fix and the summer is over. And it's the same issue the next summer all over again.

In summary, they've just been stringing us along without fixing the issue year after year. Either the technicians are massively incompetent or dishonest.

Same story this year. Contractor came to check after waiting for 6 weeks, I expressed my frustration with the issue year over year, said his manager would call me same day. No sign of the manager calling. And after my repeated following up it appears like they have even blocked my number, so I can't even reach them.

I haven't had a worse experience in my 20 years dealing with service companies. You may get lucky with the work they do, but if anything goes wrong - be ready for endless flaking!

One last chance to make this right...I'm waiting for your call.

Update: I had an outside technician come take a look. Looks like a leak in the outdoor unit. Basically BlackLion installed a defective unit and probably covered up the real reason to save the expense. Terrible!

Black Lion installed an AC system on the upstairs circuit of our place about 5 years ago. Their team did a great job with that. We also installed some humidifiers at that same time to keep control of humidity, also great install and doing their job well.

Over those five years we've had a few issues we needed help with, including a bad contactor in the Trane XR unit they installed, and called for help on the verge of a Seattle heat wave and Nick, Service manager, was out personally within hours to fix.

While I recognize that is not their normal practice, after I explained that we have a heat-sensitive elder in our home and they made us a priority on a Saturday.

Cannot ask for more in a company that stands up for their products and service and willing to take special circumstances into consideration.

Thank you Nick!

To be clear, I used this company to install my furnace and had an annual maintenance contract with them. I did not use them for the service noted below.

Customer service is awful. I scheduled Black Lion to come out to my home today (2/15/22) for an annual maintenance on a year old furnace. Appointment time between 8-10am, Sarah called at 7:59am to tell me the technician called out sick and they would have to reschedule. I explained that I had to take time off work and asked if they could come on a Saturday so I didn't have to take a 2nd day off work. She said no, so I explained that I would have to take more time away from work, which costs money, and asked what they typically do for customers. All she said was "sorry, we can reschedule you," and she followed it with "we're not paying you to miss work" (never asked her to).

People get sick, I understand that. But when your company is inconveniencing customers, the least you can do is offer a discount to show some goodwill toward your customers. In this case, a 10% discount would have amounted to $16.50, but would have retained a customer. Needless to say, I did not reschedule and I won't be using Black Lion in the future.

Very disappointing experience.

Contacted Black Lion for a second bid on the labor cost of a mitsubishi heat pump repair. I was transparent on wanting a warranty claim, as the heat pump is 4 years old and the issue is a known defect. I also let them know they did not do the original install.

Black lion would only do an 'in person' bid. The technician came out and in 15 minutes reconfirmed what I already knew.

The next day I received the $200 call out invoice, which I paid.

The next day I followed up and inquired on when to expect an estimate. I got a response that they don't do warranty claims for installations they didn't do. That was it, no bid, nothing.

I get not wanting to deal with warranties, that is fine. But, they should have been upfront and not wasted my time and money.

I was transparent on what I was requesting. If they say I wasn't, it's because their customer service did not take the time to listen.

I then requested that since I paid them already and they weren't willing to reverse the charges, could I atleast get a quote. I wanted to see if the other bid i had was fair market. They refused.

If customer service is not willing to take a few minutes and actually listen to you. Move on. I should have.