Annette Hale's Indoor Comfort Systems

This was the second system we purchased. The first was a replacement heat pump for our upstairs system. This one was an air conditioner and gas pack heating for the main residence. We purchased this through their rebate offer via Costco. We really wanted this to be a no problems sale. We paid in cash (check) the day before it was installed. The basic unit seems to work correctly and reliably so far. The inside has been comfortable since it was installed. That’s the good side of the story. The unit upstairs was installed with a programmable thermostat - Which I did not particularly want. That programmable thermostat is awkward to use - And I am a degreed electronic engineer! I eventually replaced it with a simple non-programmable thermostat. When I got the quote on the recent main unit replacement, I insisted on keeping my simple to use Honeywell Electronic heating and cooling thermostat. We are retired and one of us is usually home so there is zero reason to use a programmable thermostat and frankly the Lennox programmable one is a misery to use. When the installers arrived I placed the installation manual for the existing Honeywell thermostat on the thermostat itself - Impossible to miss! The main unit was installed correctly and seems to work well. But the installer had difficulty hooking up the Honeywell thermostat due to wiring problems eventually found under the house in the thermostat wiring. It was a warm day on installation day and the heating settings were only briefly tested. Then the AC settings were tested and the installer was very quickly out the door. A week or so later it got cool and I switched to heating. In heat mode the circulation fan would not run unless the heat was actually heating despite the thermostat being set to fan “ON”. I am an electronic engineer and I suspected there was an error in the hookup of the thermostat. Turns out I was correct - The installer had set the internal thermostat switch to “heat pump” instead of AC with gas heating he had installed. Furthermore he had hooked up one thermostat wire to the wrong terminal. He has to go out of his way to make these mistakes instead of leaving the thermostat wiring and internal switch setting as it had been. I corrected these two errors and then the system ran correctly. Anyone can make a mistake, but it takes something “special” to be so sloppy in testing the installation not to notice it wasn’t acting correctly! Well I thought the only problem I had with Annette Hale Indoor Comfort Air was the sloppy installer. Just this morning the sales person called me to ask if we had paid for the unit from several weeks ago! The same sales person who picked up the check the day before - Which had cleared the bank some time ago. I may not be have been very polite with this person - It seems their accounting people are just as sloppy as their installer. Eventually I was called back and he apologized that they had been paid, they just somehow credited it wrong. I would never again use this installer. They screwed up part of the installation and then may have tried to collect twice for the same work! Sloppy, very sloppy! The Lennox equipment itself except for the miserable programmable Lennox thermostat works well and seems of good quality.

The process started out well. Annette Hale's representative came out and appeared knowledgeable about HVAC unit replacement. Our choices were limited because I specified we wanted a Carrier-brand replacement if available. It was. We chose the higher SEER rated unit and the salesman told us it had a lifetime warranty on the heat exchanger. Oddly, he did not include those words on the estimate even though there was a place for it. The work started two weeks later. I was phenomenally impressed with the fellas' work ethic and general workmanship on my project. They happily answered my general questions and the entire installation looked great. Kudos to them on a job well done. In preparation of paying the bill, I looked through the paperwork the fellas were going to leave and could not find a mention of what the heat exchanger's warranty was. The fellas could not either. The salesman was called and he ended up being just plain unprofessional when he could not provide the information. I hung up on him and decided to not pay the bill until the heat exchanger issue was resolved. The next morning my wife drove to Annette Hale's business, and the Service Manager easily showed proof of a lifetime warranty before the bill was paid in full. We are very happy with the new unit's performance, and hope to count on Annette Hale's business when/if needed.

Perfect. On time. Professional. Cleaned everything up. Work done as promised.

The tech assured me it was wiring, and the issue was resolved. However, after he left it is still blowing fuses, leaving me without heat. I called to see about having someone come back out, and they want to charge me another service fee when they didn't fix the issue in the first place. I'll pass, and find someone else who knows what they are doing instead.

Jay was excellent. Very personable and knowledge. Will call them again if I need anymore services.

They were extremely professional, estimating the costs through Costco and through them. Costco was cheaper. The install went smoothly, and the work to mate the air unit to the existing ductwork was top notch.

These guys were great. The price the professionalism, product knowledge, promptness and installation were fantastic. They hit a home run with my wife and I. I really don't see how anyone could expect anything more that what this company delivers. They even let me use the Angie's List coupon after the deal was made which made it even better that great. I would not hesitate to call them for any of my HVAC needs. When they showed up they had everything they needed to get the job done in a timely professional manner. They had to go into my upstairs area to do the R & R of my air handler and they laid a protective cover over all of my carpet to make sure they didn't leave any trails. They got the job started and finished in record time and the new system is working great. I would highly recommend this group for any home HVAC job. They even explained everything we needed to know about how to work the system and how to fill out the warranty paperwork.

They are very good and excellent. I have been using them for 2 and a half years and I am very pleased.

It went very well. We booked through Costco and got a large denomination gift card, as well as a very competitive price from Annette Hale's representative.

Warranty repair. Took a week to get part.

It was close to the estimate we ended up going with, but it was a little higher. Felt like there was a little bit more competitiveness, but it was take it or leave it kind of thing. This was about an year ago, so I don't really remember. Combination that the quote was higher, and an earnest desire to be competitive with the other companies. They did respond promptly.

Entire process went smoothly. Installers were on time, professional and courteous.

Keith was great at troubleshooting the problem. He is super knowledgeable and trustworthy and would rehire him in a heartbeat. It turned out to be the flexduct on the return line in which he had go in the crawlspace for. He returned two days later and replaced all the problem areas just before the cold snap. Great work!

During the sales consultation and quoting process they were superb. The salesman was professional in every way, responsive, well spoken, knowledgeable, courteous and best of all the price and warranty of product was very competitive to the 5 other quotes we solicited. Thank you Scott! In our opinion the the installation workmanship was poor. The exterior sheet metal work had jagged holes, ugly blobs of silicone sealant and the main duct plenum had an open bottom where critters could easily get into our crawl space. The exterior gas pipe installation to the meter was left very crooked and left un-painted to quickly rust. Post installation cleanup was poor, we found lots of sharp sheet metal screws on and around the new outside HVAC unit, cigarette butts and small bits of litter. Unit was installed July/August 2016, air conditioning works well. Heating unfortunately is intermittent. It may come on, it may not. Our experience with addressing this latest problem is the same as it was with the issues described above, and that is it take numerous calls that never get followed up upon until I call as an angry customer, no fun at all. This sort of service may be par for the course, I am not sure. I do not rate Annette Hale's as horrible, but when our warranty expires with them I will no be calling them again.

We've used indoor comfort systems on both our home and rental properties for over 9 years. Initially, their service was great, but in recent years their work has taken a dramatic downturn. We have service plans for our units, but are unable to get them on the phone to schedule. When they do come, things mysteriously break and item after item needs repair. Most recently, they indicated they were unable to complete work under warranty since there were "after market" parts in the system. It took me weeks and all my documentation to prove THEY put in those parts. Bottom line is I no longer trust there work and don't recommend them to others.

Their technician powered up the unit, found that the cooling coils were dirty, causing the drop in freon pressure. He quickly identified the problem as a defective contactor, which he replaced. Cost was only $80. Previous service visit from another company had told us that all the freon had leaked out of the unit and we needed to replace the whole system.

Annette Hale's team was simply amazing. The salesman, installation crew, and technician were professional, honest, and polite. The completely revamped our ductwork and installed a fabulous new system. We could not be more pleased with the results.

After receiving quotes from 3 providers, Indoor Comfort gave us the best price and system replacement plan. Their sales representative arrived as scheduled, was very knowledgeable and not pushy. Their install process was staged with 2 installers, a system start-up technician, and a supervisor/quality control person. All were very competent and professional. The whole process was completed in less than 8 hours. In an area where many HVAC providers are available, this company certainly met our needs and exceeded our expectations!

Provider at first committed to showing up quicker than others I was calling and was in frequent contact with the technician who was finishing up another job. Now for the HOWEVER, so however, there were showers in the area (no thunderstorm warning or watches I can assure you because I was watching the weather on TV) the technician called me again and asked was it raining where I was at and I told him no. He went on about it was "against the law" to work with thunderstorms in the area, which is a bunch of cockamamie bravo sierra, but that he was still on his way. I could tell he was looking for a way to get out of this since it's now around 1830 on a Saturday evening. He called back soon after and said "I have to give you the bad news ...." and announced he wasn't coming. So much for their advertised 24 Hour Emergency Service. When the chips are down and you need real emergency service like on a weekend, don't call these guys. Last item, their service prices were MUCH HIGHER than others I called, both for initial fee and for per hour servicing.

One week after we had the initial appointment I had to email the person to even get a quote (so called "free estimate"). I emailed him on his work email that he gave me. So then one week later he says he needs to bring a technician. Now this is still supposed to be under the "free estimate" category but he says to me it will be $85 for the technician but that he really needs the technician. Well you know, I do not know much about this (all though through life's lessons now I suppose I am learning) so I say sure. The technician is there two hours (apparently now I owe $170 on my free estimate) and tells us the things that are wrong. Two weeks later I get the bill but no quote... wow, I get to pay my bill but apparantly I don't actually get the work done for said bill! I email the guy at the company on the company's email. I don't hear back. I email again five days later. I don't hear back. I email another 8 days later. I get fed up and send another email asking him to either respond to me or give me a name of someone I can speak to about my bill (seriousely, I am not in the habit of paying people who don't even do anything for me in return!!!!!). So he emails me this on his private email: I will try this email... seems to get better results. I'm sorry for not getting back in touch with you until today, I have had to take care of some family issues. This is not an excuse, I am truly sorry. I will take care of the bill situation, whether you decide to do something with us or not. It's not all about the money with me if it was I would have tried and sold you two new units when I was out there. Here is the quote: To do everything ( up size four runs, install dampers, install transfer grill and seal return) $1170 (for it to be done correctly we would need to install dampers and seal return) If we do not install transfer grill it would be: $1,025 I will call later today and make sure you got this. Again sorry for the delay. I understand about family issues. I work too and sometimes these things happen, but what about the other nine emails and four weeks? If someone thinks, oh I don't have time for this customer because of family related problems, maybe you should pass your work and customers over to someone that can cover it. At this point, I do not care anymore about what is even going on with my air conditioning. I can find someone else. I did not want to pay a bill for something I had to email about 10 times and took six weeks!! So he says he will take care of it. I think this could be an isolated incidence with Annette Hale's Indoor Comfort Systems since has such good Angie's list review, I won't give the company a bad review because the problem seemed to be resolved. Until six months later when I receive a $170 bill. I call the company and calmly explain the whole situation (I do feel sorry for the poor woman I had to talk on the phone with). Apparently they have to talk to this Chris guy (hopefully he will respond within two weeks) and have him approve "taking care of the bill" like he supposedly did last time (see his email above). I am told that I need to pay the bill and then when I use them to do the work they will take that off the final bill. I mean are you kidding me????? Why on earth would I use that company to do thousands of dollars worth of service when I can't even get a quote in six weeks. I can't even give them a rating on quality of service because it never even got that far!!!!!! So I guess if I don't hear back (hahahahahaha), I will call again...... Update: I have been contacted that everything has been taken care of.

They have done an outstanding job and were very knowledgeable and informed me of the differences and efficiency to fully control and know my HVAC system. I had a few other bids, but these guys were the most knowledgeable and helpful in terms of providing both great work and great information. My sales person Greg Dubroka, was an excellent sales person and an advocate to ensure the job was done on time and according to specification. Ever since the units were installed I have noticed no dust when I go upstairs around the windows, everything works as advertised and I would highly recommend this company.

They were quick but got the job done. They were able to do financing.

The tech missed the 4-hour service window by 2 hours, but he quickly diagnosed our problem and had it promptly corrected. There were plenty of opportunities for a less reputable service tech to identify costly repairs, but the tech quickly identified that the electronic thermostat needed to be reprogrammed to properly switch from heat-pump mode to gas mode. The price was fair and the service very professional.

Annette Hale's sent a consultant to my home to give a quote on a replacement unit within an hour and a half of my call. Greg, the consultant, was professional, friendly, and helpful. The pricing available on a returned unit that had been installed at another residence for 3 days was very affordable. We were able to set up an appointment for our install within five business days. The service men that did the install were friendly and courteous. The main area that I felt that Annette Hale's went above and beyond my expectations was that they added an additional run to an upstairs bedroom without charging us any more than the initial cost estimate. They also enlarged the run to our master suite which had been undersized(since this couldn't be visualized without opening the system - this also was more labor than initially expected); there was no additional charge related to this either. Annette Hale's commitment to our satisfaction with this purchase and install was truly extraordinary. I would highly recommend their services and will call them for our HVAC needs in the future.

They reattached the ducts in my basement and fixed some dents. They were pretty good.