Customer ReviewsforA-1 Heating and Cooling

Contracted through Lowes to replace our HVAC. Lower pricing but that came at a cost so beware, lesson learned cheaper is not always better...received a message that the install would occur from 8-4 for two days. The product has no issues and works seamlessly but the issue is with the service. The installers didn't show up until close to 1000 the first day, took an hour lunch and then informed us they were leaving at 1430 and my wife and three kids would be with no heat for the night. This was not a precaution brought up in the estimate. They returned late again the following day but were able to complete the job. My wife was in meetings and I was at work so we didn't monitor the job as we should have(actually we shouldn't have to) but they did not put a bucket under the old AC line after removing the cap and stained our brand new stamped concrete while just covering it with towel to let it soak in. Second fault was we just had an electrician redo our backyard the day before this work started and we noticed they replaced an outlet without approval or notice in the contract. A-1's customer representative was very responsive and attempted to correct the issues timely which was good but the worst part is the stain on the concrete wasn't wiped up originally and so it soaked and sealed and now is a permanent stain. They did replace the outlet they removed without approval. Lastly, from the beginning we were notified about an approval or permit that will occur for the city after the work is completed. We later were notified by A-1 that it will not be occurring because they did not include it in their estimate and we were told to pay and take care of it ourselves which was $800 not budgeted.

A1 Heating and Cooling was contacted as a second opinion after our AC lines were punctured during our new roof install (because the old owners didn't install to code). Our roofer is a stand up guy (JI Roofing - would recommend them) and offered to pay half but wanted the second opinion. The first quote said the whole refrigerant line needed to be replaced for $2XXX-XXXX, but A1 said they could patch it for $1200. Saving $8XX-XXXX seemed worth it so we put them on the schedule... a month later. They said they couldn't get us in any sooner. We said at the time we would pay A1 and the roofer would pay us the $600.

They showed up a month later, tried to repair the line only to discover the whole line had to be replaced, but didn't bring the hardware to do so. On the plus side they said they would only charge us for the original quote. We rescheduled for the next business day, Monday.

The next Monday, they called the roofer to find out who was paying. He told them we would (as agreed to before). At this point, this is the first time A1 asked for my contact info, after the roofer told them he wasn't paying. The roofer gave them two numbers, my office and my cell phone. They only called my cell phone. What is the point of taking two numbers if you only ever call one?! So they canceled an hour before they were supposed to show up. Because they claim they didn't know who was paying, even though they had twice told them exactly who would pay. Next time they could get us on the schedule was two weeks out!

I spoke with the service tech, William, who said he was just following orders to call. I asked whose order and was told "managements". I asked why this question didn't come up before, again I was just told he was following orders. So I called customer service and spoke with Trevon, he told me the manager is Bill and would put me in touch with Bill. After a little bit I was able to talk to Bill who said this was the first he was hearing about it. So no one knows where there orders came from. After many calls over the next two weeks, I still don't know. When I told Bill we would be busy an could not let the service people into the house to repair the inside portion of the line his solution was to "leave the house unlocked." I was livid for a number of reasons. Just leave my house open to a company with a proven track record of not showing up? We have a dog, if they showed up and the dog barked at them and protected the house cause he's a good dog, they would be screaming at us. I asked Trevon many times over the next two weeks for answers to questions like, "is it company policy to tell customers to leave their doors unlocked", "would you leave your door unlocked for an unknown business to come to your house?, "why hasn't anyone called me back." He never had any answers for me.

Trevon worked magic, got me on the schedule for the next Friday ( 4 business days later). Only to cancel an hour before the appointment again because management told him to and there was another higher priority job.

I later noticed that they had left the first repair job with an open whole on the side of my attic (3" x 12") where any rodent or critter could just crawl in there. At this point I asked for a discount because of the run around, unprofessional repair stoppage, and two broken appointments. I was told that I would not get a discount when I called back to inquire because I wasn't getting a discount. I again asked to speak with a manager. I have never spoken with a manager.

Finally two weeks later our AC is fixed after two trips, two broken appointments, no returned calls, no answer for simple company policy questions. My final called tonight asked if the lack of response to my service inquiries could be interpreted as lack of care for customers or a show of the lack of professionalism at A1 Heating and Cooling, again I was given no answers.

At no point in any of my dozens of calls did I raise my voice, yell, or belittle the people on the phone. I showed frustration, and turned their statements into questions. Do not call A1.