1 Customer Reviews
Review from E. L.
3 stars04/30/2023
They installed a new furnace for us on 11/9/22. On 4/11/23 they activated the air conditioner. Shortly afterward we started getting an order everything the furnace turned on. It took 4 days to get someone out here only after I called the emergency number. The person who answered was rude and argumentative. He told me was never going to come out to my house because I gave them a bad revirw on ******. He did eventually call back and apologize. When they came out, they started telling us the order was coming from paint in the basement. Then it was the cleaning supplies on the shelves in cabinet over the intake vent. They advertise 24/7 service but want $99 for after hours service which made me mad since had 3 previous days to get out here and it is a new furnace Up to this point, I was very satisfied with their service. H
Aire Serv of Rochester Response
05/01/2023
We produced a video of the interaction with the equipment and the customer explaining what is contributing to the smell in the home. There are many items in the home contributing to the smell and when the fan from the furnace turns on it is spreading that smell around. The homeowners were present during the video recording and conversation with the owner and install manager on Saturday the 29th. This video recording is provided to the customer on their invoice. In addition to being there on the 29th we were there on the 19th and indicated the smell was not coming from the furnace or AC. We do provide 24/7 service and need to charge a small trip fee at night and on the weekends. This trip fee is explained over the phone prior to coming out. When we were there on the 19th during the business day it did not cost anything. At this time, we have had 3 different people (lead installer, operations manager) and the owner do multiple tests on your equipment on two different occasions and the smell is coming from items inside the home.Customer Response
05/10/2023
It seems strange to me that clean items that have been stored in a upstairs cabinet for 50 years would suddenly start causing a odor from the furnace 5 months after it is installed. Never caused a problem with the old furnace. I am told they did make a video but no one can confirm that they have seen it.
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