Ultracool Air Conditioning & Heating Inc

The technician was punctual, thorough and efficient. He arrived at 8:30 AM. He checked the freon, the coils and the drain line. He cleared the drain line and determined that there was a trap in the drain line that was blocking the flow of the condensate. He recommended installing a pump to improve the flow of condensate in the drain line. I agreed to this solution. He installed the pump. My problem was fixed at 11:30 AM.

They are outstanding and that’s why I use them. They come with very good manners and the owner is outstanding. I think the price was fair. It was a good price. One person came and I can call the owner and the owner can stop by. It took maybe an hour max to finish the job. They know what they are doing. The guys know their air conditioner and also they have the ability to say if you are doing something wrong. They are very, very good. I have been using them for 10 years. Whenever I call, they come the same day. The price for me sounds fine but what’s important is that they know what they are doing.

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They were very good putting it in, very good about the timing an all that, however the only thing that I find is a weakness is their follow-up service. They don't give you any discounts for the annual fees. With the previous provider they had a service contract so they would always come every six months and check the air conditioner and that's where I feel that they should give you more of an incentive to do it through them rather than a special somewhere else.

1) Owner/Managing Partner (Neil Singh) was personable, responsive, and competitively priced at the quote stage. We liked him---at least initially---and that is why we went with his quote over a cheaper one. 2) At installation, the initial Bryant/Carrier compressor installation didn't go so well. Either a manufacturer defect or the install (both wanted to blame the other) caused the unit to fail within a day of install. Arrangements were made by Neil relatively quickly to replace the unit, but there was a period of back and forth with the manufacturer as to who would be responsible for the replacement. The replacement unit has performed as advertised ever since. The Air Handler install (different installer) went very well and has also performed as advertised. 3) At install an issue with discussed with Neil, a historically warm master bedroom as compared to the rest of the house (it is at the end of supply duct run). Since the AC install was done during a relatively cool period of the year, we chose not to address this issue until we could see how the new unit performed during the summer. Neil said he could address it if and when we wished by modifying the duct work. As it turned out, during the following July we did want to have something done to address the persisting temp differential. We called UltraCool which was followed by a visit from a low-level technician who took some pictures to report back to management who was then to call us with a plan of action and a quote. A week goes by and we don't hear from them. We called again and again and again over several weeks simply trying to get a return call from Neil. His office staff, Evette and Laurie, were amicable and took our messages to have Neil give us a call and to move forward with a quote and repairs, but Neil never responded, not once. This was a real sour note that belied his so proudly touted personal service ethic, which is why went with him in the first place. Though we can recommend the Bryant/Carrier product, we cannot recommend UltraCool after this experience.