Customer ReviewsforCustom Climate Concepts

We have used Custom Climate since buying our house in March, 2023. Our service has been excellent and the techs have been friendly, efficient and knowledgeable. The office staff is efficient and we had no trouble scheduling appointments. We joined the preventative maintenance club and someone comes out twice a year for maintenance. Custom Climate is doing a great job for us!

What a breath of fresh air! Our heat pump was not working and a technician arrived within a couple of hours of us calling Custom Climate. We received a text message when Custom Climate was on the way including a picture of the technician who would be at our home. The office staff was friendly and helped us avoid a dispatch fee because we joined their preventative maintenance membership club. We saved enough money on dispatch fee and repairs to pay for the membership, so it was basically free. The technician indicated our AC could be repaired and we also asked for a new system estimate. He provided a builder grade estimate and a 2nd estimate of a higher end system that was more efficient and quieter. It was our first time using Custom Climate and they did a great job for us.

Ive used Custom Climate services for over two years now and have constantly received reliable, friendly and great quality service and advice from their technical staff. I receive bi-annual service reminders (which helps because im forgetful) to maintain my a/c help and prevent unwanted expensive repairs or replacements. Scheduling appointments has been easy and efficient too, no one wants to spend more time than needed on servicing their household equipment. Glad to say they do the job well each time which is why I continue to use their services. Thank you!

Paid for a new air conditioner, over $7000.00. Just had it inspected today and that they wanted another $850.00 for additional device and that it might not pass inspection. The unit is only 6 months old. I am selling our home and can just imagine what a new buyer might think if our new aid conditioner doesn't pass inspection. I would never suggest that anyone would use this company for anything.

Custom Climate Concepts Air Conditioning and Heating (4363 Independence Court, Sarasota, FL 34234, came to my house for the 6 month air conditioner service and straight up lied to me. I was told by them that my system (which isn't even 6 years old) was very low on freon ("half of what it should have")(and wrote VERY LOW on the invoice and not the pressures) and it had a leak somewhere, suggest upgrade or dye test. I was also told that the unit is **** and that before sinking about $1500 into it I should look at replacing it. The unit I have was installed by Custom Climate Concepts, the same people that are now saying it's ****. I had another company Polar Bear Air Conditioning and Heating come to the house 4 hours later. They checked the system and said there was nothing wrong with my HVAC system, there were no leaks, the freon and pressures were perfect. I did speak to the owner of the Custom Climate Concepts and he apologized. This is a pattern with this company. Last time my system quit cooling they came out, without any troubleshooting stated the evaporator core was leaking. They came out and replaced it. After that the system was cycling on and off and not cooling. They sent another technician out the next day he stated that the system was over charged by 2 pound of freon and "Oh bye the way here is your leak the dryer is rusted through." He replaced the dryer and removed freon. I paid over $1600 (all labor, the part was still under warranty) for that repair and they refund about half. This really was not acceptable to me being that they diagnosed the wrong part leaking and changed something that didn't need to be changed.

Do not use this company. Very dishonest and unethical in their representation of customer service. They will always upsell you on other products while servicing unit. And recently tried to sell me a new hvac. When it is only 7 years old. Never,never use this company.

We reached out to this company based on the excellent experience we had had with the individual we were told was the owner who personally came out to the home to check the systems on several occasions. Because of their customer service at such time and their determination to identify the issues with the A/C units, we decided to contract then to perform our maintenance service and changing of filters.

I spoke with an office employee who was pleasant and helpful. However, she indicated she would have to have Shirley W. call me with the contract and such. Dealing with Shirley W. has been a nightmare. This goes back to nearly 2 months. In short, Shirley did nothing but pass on the responsibility for any of her errors, by blaming it on her coworkers. Despite all the struggle, we contracted with them, thinking the issues stopped at Shirley. We paid for the service, only to have their representative come out to the house today unprepared to do the service for which they were contracted to do. They were quick to charge our credit card upwards of $500, but not in the least bit motivated to ensure they had the tools and the information to adequately service the 3 units.

When speaking to Shirley today, as per her usual attitude, she was condescending, defensive and accusatory. She again blamed the office manager whom she said "dropped the ball in the first place" and told me she didn't even know there were 3 units; YET THE CONTRACT WE ENTERED AND SHE SENT ME, WAS FOR 3 UNITS AND THEY CHARGED US FOR SERVICE ON 3 UNITS.

Bottom line, in keeping with less than stellar customer service skills contrary to their claim on their site, Shirley W. hung up on me and said the owner of the company was on speaker and heard the entire conversation (but I had asked to speak to him and she said he was not available to speak to me) and she was done talking to me and hung up on me again.

According to the Secretary of State records, the owner of the company appears to be Jerry R., not the individual she misrepresented as the owner. And when I asked for Mr. R., she said he wasn't there.

They claim on their website:

Responsive Customer Service
Customer service is our priority. When you call, you will reach a friendly, knowledgeable representative 24/7. We offer appointments at your convenience for service, repair, evaluation and installation of new systems and more.

NOT OUR EXPERIENCE

They also claim:

To serve our customers with excellence, our NATE-certified technicians are proficient with all major brands of HVAC systems, air conditioners, heat pumps, furnaces and heaters. These experienced, factory-trained specialists are EPA certified and receive ongoing training in the latest repair techniques.

YET THE TECHNICIAN THAT CAME OUT TO THE HOUSE INDICATED HE WAS NOT EXPERIENCED TO HANDLE THE TYPE OF SYSTEMS IN THE HOME.

They have been to the home and were well versed in the systems. Yet, a technician was sent who did not possess the knowledge or experience to work on the systems and without a ladder tall enough to allow him to do so, even if he had.

All this may have been overcome, had it not been for Shirley. From day one she has been rude and unprofessional in all of our communications, not to mention had ZERO follow-through. I HAD TO FOLLOW-UP TO GET THEM TO GET THE CONTRACT IN PLACE. Should have been a sign. They don't need the business. They don't want the business. And they no longer have our business.