Norrell Service Experts

Called bc my HVAC was cooling at 75. They said I needed to replace everything, I agreed, day of install I was missing one of my cards to pay, I told them immediately what had happened and that I could go with one of their cheaper systems to pay today. I had 12 k to pay that day for their 11 k system. They said they would still install system that day and would work with me and not to worry about a cheaper system. They did not work with me. They instead uninstalled my furnace and hvac and left without talking to me. My hvac is currently in my front yard and my furnace is under my crawl space. Now I have no working air, and the general manager said I cancelled the new hvac and furnace installation so they aren’t reinstalling working equipment that they removed. I will say the people that have come out and work were all nice. I cannot understand why everything was uninstalled though if they had no intention of putting it back or installing the system.

I purchased a new system almost 2 years ago. I have not bee happy with lack of warmth in my home for the past 2 winters. Last year Norrell came out several time but I never was happy. This winter I closed doors to rooms not in use and that helped some. Due to a very high utility bill I received yesterday I decided to call them again. Because I am part of the Advantage program they sent Justin Bannen and Ryan out . They arrived on time this morning. Listened to my complaints and went right to work. Within an hour they discovered a problem with the furnace. They repaired and now my home is warm. I appreciate how professional they were. They explained the problem to me and even showed me pictures. When I set up my appointment for Spring I will certainly request Justin and Ryan. They brought back the confidence I have in Norrell.

The service was great, I am very happy with their service, I have been working with them for the past 16 years.

Installation went well and the A/C unit is functioning well. The problem was the $450 rebate that was promised and never received. We followed up with the sales person and main office multiple times and were given excuses and promises that the check would be in the mail. We finally gave up. They lost our business for any future equipment purchases or replacements and routine maintenance.

Workers showed up at about 9AM and completed the job at about 2PM. Not bad on time efficiency at all. I was expecting the heat to get really hot pretty quickly, but the heat pump seems to be a bit different. Supplemental heat is still needed when it is really cold - 42 degrees or below. Install was fine in my estimation.

I was not satisfied with their service. I specifically requested that they send an experienced technician. When the guy got here, he said that this was his first job. He kept calling the company on his cell phone and asking for instructions on how to take a certain part of the unit apart. This was just supposed to be a tuneup. He clearly did not know how to do it. That was after I had specifically asked that they send experienced technicians. They wound up sending someone who it was their first job. He had not even been trained well enough to do the job without having to be on the phone constantly asking them what to do next. He did show up when he was supposed to. I disliked the fact that I made a specific request based on past experiences with heating and air conditioning people and I wanted someone that was experienced that knew what they were doing. I specifically requested that. They turn around and send me somebody that it was their very first job and the guy had not even been trained well enough to do the job without being on the phone with them having to walk him through what he was supposed to be doing. I do not call that being very professional.

The company called to let me know that the technician was on his way and he arrived within the time frame specified. Mark Smith was courteous, professional and efficient. He inspected, cleaned and tested the A/C system and made sure everything was operating properly before he left. We have used Norrell's services for about 7 years and will continue to do so.

He got here within an hour. Turns out the there was a switch in the wrong position.

Service rep called in advance of arriving, arrived on time, worked efficiently, handled visit very professionally

Did a great job. Excellent technician with knowledge of my systems.

Norrell Service Experts were all right. I had to put a new unit in and they had to come back and do some work on it, because it went out, but it's okay. A part went out on the new unit, so they replaced the part. They were all right. They're pretty good to deal with. I haven't had a problem with the work.

Since the Mini-Splits were installed (2/2011) in our sunrooms the upstairs sunroom has worked but the downstairs sunroom only worked for a year. We called Service Experts (can only contact through national scheduling-who have absolutely no idea what is going on) and a technician came and worked on it but was "new" and had an "experienced" tech come and help. They could not figure out what was wrong and decided to come back with an even more "experienced" person. Never happened. I called and scheduled another visit and maintenance on all of our AC units (4). This tech (after all day) diagnosed the problem as a defective control board and was going to order a new control board and get back with us. Again, never happened. I have called multiple times and the response is "the tech that knows what is goig on is in the field and we cannot get ahold of him right now. When we can communicate with him we will call you." This was 2 months ago. I have STILL not heard from them. I would not recommend these people to my worst enemy for any service and it is difficult for me to see how they can stay in business with such poor customer service.

The motherboard that controls the system went out. I called and they responded quickly. A relay stuck on the heating unit and it tried to run the heat and air both while I was away from home. I called and they fixed this problem too. I was not happy when I received my electric bills for those two months. They were more than double what they should have been. I e-mailed the company and they said they would do something about this, but they have not. Because of this I would give them a D score. The workers were the only thing that makes me not give them this score. They were very helpful every time they came to my home.

They are fine. I've used them for years. I would recommend them to others.

Overall, they were excellent in all ways. I will use them again.

I have been using them for thirty years. Their price is not that much different than others available. Quality of service is good and most of the servicemen are pretty conscientious. They didn’t follow up on one item. The drain that comes out from the air-conditioner had to be cleaned and they cleaned it which was extra job but they did a good job. If they promise to be here between two hour period then they will be here within that time.

My air conditioning wasn't cooling properly, so I called Service Experts out and tried to explain to the technician that I had had this problem before but she wouldn't listen. She went outside and came back in and said that I had a leak in one of my coils and that because my units were so old (20+ years) and because they didn't make my units any more, I needed to replace the entire system. She advised 2 things: 1) I put freon in that day to give me immediate relief at a cost of $220 and 2) have someone from their company come out and give me a bid to replace my units. I agreed. The bid for the new units was $6,000 - $8,000 depending on what model I went with and the estimator also told me my units were over 20 years old. I had a second company come out because my air conditioning still wasn't cooling properly and because I wanted a second bid. They hooked up the same machine as the Service Expert technician to see if I had a leak and could find no leak! They also tested my freon levels and said that the level was almost too high. They listened to me as I explained what I thought the problem could be and in about 20 minutes, located the problem and corrected it. My house was cooler within hours. Also, I complained to them that since the Service Expert technician had been there, my shower water had been scalding hot. My heater and air conditioning run off the same compressor and my heater needs hot water to run. The new company showed me that the temperature gauge on my hot water heater had been turned up to the highest setting possible. I have never touched the gauge and in fact, didn't know where it was. I believe that the Service Expert technician turned the gauge up in order to have the pipe that carries hot water across the air conditioner compressor become even hotter thereby making it almost impossible for the a/c to do its job. She wanted me to believe that I needed to replace the a/c. Oh, and my units were only 10 years old according to the new company who called in the serial numbers to the parts place. The only true thing that Service Expert told me was that my unit is no longer being made. Finally, I have tried to call Service Experts and get their Vice President for Customer Service to contact me so I can tell him or her what dishonest employees they have working for them. No one has called me back. This company has employees who are obviously on some type of commission and they will do anything to make a sale. The technician lied several times to me and tampered with my hot water heater. And the second employee who came to make the bid could obviously see that my units were not that old. I will never do business with Service Experts again and I wouldn't advise anyone else to either.

They wear footies on their feet when they come in. I have used them for a long time, they are very nice and I feel comfortable with them. They get all A's from me and I will use them again in the future.

We have used them for years. The company has changed, so we are just getting used to them. They come every six months to provide maintenance service. The price has not changed that much over the years.

They appeared to be extremely professional. My experience that was that even well before the warranty was out, the tech always tried to sell me something, even a new unit. I had to sit and watch them the whole time, because I didn't trust them. As soon as I thought I was finished with them, they kept coming back. I have talked to them over the years about their techs trying to sell me things, and they say "we don't want that", but then they would do it again. They just keep trying to sell me things. When they put the duct work in, it kept coming loose and they kept coming back and they charged me $100.00 every time they came out to fix it.

We had an issue where it was more than obvious problem that they didn’t discover. I wasn’t terribly pleased with them. They were professional. They were clean and polite. They were very responsive. Their punctuality was also very good. I would not use them in the future.

They have always been punctual. The pricing was good. I have never had a problem our of them. If I ever have had to call they always come out. They stand behind their work and guarantee their work. They are very thorough and check everything. They make any recommendations needed too. If they come into the house they put booties on to keep all dirt and grime out of the house. That really impressed me.

Everything went very well. Their comfort advisor came out to our home that same evening and did an accessment of the problem and arranged for the installation of the new unit the next day. The installers showed up on time and they were very professional. The installation went very well and they cleaned up after themselves. We were very pleased with the whole process. We did not attempt to get another estimate because we knew the unit needed to be replaced anyway. They were so responsive to our needs we felt that we should give them our business.

They said that the furnace needs to be replaced. It was under warranty still. At that time I contacted Norrell who installed the unit. Norrell came out and they said that they needed to replace the furnace. They said that they would instal any furnace I wanted. Afterwards they charged me for the new unit even though it was under warranty.

My old HVAC was approximately 12 years old and the compressor was bad. I looked into repairing it and it just seemed that in the long run, I would be better off with a new and more energy efficient system. They did the installation all in 1 day and when I returned from work the sales rep came back out and gave me all the details on the system. I was very impressed with everything from the installation to the new unit.