A Stepping Stone Air Conditioning & Heating Inc

Stepping Stone Service Maintenance Agreements were paid for, however, a couple of days after a maintenance visit, a water leak developed in a bathroom ceiling under the attic AC unit, which was attributed to a "faulty float switch." that resulted in $2000 in drywall damage that Stepping Stone would not cover (see picture). I then suctioned the condensate drain line only to discover a large amount of blockage remaining in the drain line, which should have been cleaned out during the service visit (see picture). During a second maintenance visit several months later, the tenant said the technician was only there for five minutes looking at the unit in the attic and never suctioned the condensate drain line outside. Based on the prior experience, I went over the next day and suctioned the drain line hoping that it would be clear, only to discover another large amount of blockage in the line (see pictures). During a third maintenance visit at another location, the AC system was iced up due to the fan motor not running. The technician advised there was a leak in the evaporator coil and a replacement coil would cost $4000. New AC system estimates were for $9000 for a Carrier system and $10,500 for a Ruud system, however, the $9000 Carrier system was on "back-order" and would take several days to deliver. Who wants to wait to have their have AC working? Is it a priority? You bet it is. The $10,500 system could be installed right away! I decided to obtain a second opinion from another local AC company who responded promptly the same day and diagnosed the system and reported that there was NO LEAK in the evaporator coil. This company made a $300 repair and the system has worked fine ever since (5/26/23). I promptly sent a detailed email on June 1, 2023 to Stepping Stone requesting that management call me regarding this issue and received no response to this email. Each time I called and asked for a supervisor, I had to leave a message with Stepping Stone's answering service. After over one month of repeated calls and messages left with Stepping Stone's answering service, I finally spoke to Matt, who only agreed to refund the price of two maintenance agreements, however, would not cover the drywall damage. A $300 repair from another AC company or a $10,500 system replacement from Stepping Stone. Which would you choose? Services: A/C system maintenance, A/C system repair

I would use them in the future.

See above, routine maintenance only. Annual maintenance contract is $125 for two visits.

The control unit (thermostat) for our Carrier Infinity AC was displaying a "System Malfunction" message, and had stopped running. We placed a service call around 9am and was told they could have a technician at our house the same day, between 12-4pm. The tech, Aaron, arrived around 1:30pm and did various diagnostics and determined the problem to be a broken wire, which was repaired under warranty. We purchased the system from "A Stepping Stone" nearly 10 years ago and have been very satisfied. We've had their technicians out on several occasions during that time for both preventive maintenance and repairs, and we've been very satisfied with them on every visit. We would definitely recommend them.

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The service call was excellent. The tech was there on time and was very talkative and friendly. He explained everything he was going to do, which made me feel better. During the servicing, he noticed several small repairs that needed to be done. (Pipe replacements) He spent a lot of time with me and I felt I got more than my money's worth for the trip. Thank you A Stepping Stone

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Mike, the Stepping Stone manager called to apologize for the poor service we had received and to offer two free AC service checks. After thinking about the offer and whether we wanted to continue the relationship, we decided that second chances were fair. The technician who checked our AC system was highly competent, a far cry from the previous tech. In fact, he provided the level of service that we were used to with this company. We hope this level continues. Previous review-- We had used Stepping Stone for over 8 years, ever since our current home was built (Stepping Stone installed the AC equipment). Over this time, the quality of service deteriorated. Specifically, the same technician never came twice & the overall professionalism varied greatly. In addition, promised phone calls were not returned. We simply lost confidence in their service & decided to move onto a new company

On Monday, I called Marissa to assure that the part had been ordered and was in route so I could plan when to leave work and be home. She said it was. I ask Marissa to call and make sure that it was in route to them she reluctantly did. I called back when I did not receive word from Stepping Stone and Marissa said she has been on hold with Lennox for 2.5 hours waiting. I called back and again she stated that she was still on hold with them, that's now 4 plus hours (REALLY???). I called back and this time she said that the regional manager was going to Lennox to see what was wrong. I called back because again I never heard back from Stepping Stone, to see where we stood. The answering service said they did not get the part and that they would call in the AM. Marissa called on Tuesday morning stating that the part was in and that the service tech had 2 stops before us. At 4:30 in the afternoon, I received a call that the tech would be at my house in 45 minutes. The tech shows up at 5:30 into my driveway, knocks on the front door, leaves 2 calling cards and leaves. I went to the front door to answer, no one, then to the back and see him driving away. I immediately called Stepping Stone which is now closed and get the answering service to call someone to get him back. Dean calls me back and I tell him that the driver just drove away to get him back. I never hear back fro=m Dean until I call back in 20 minutes. Dean again calls back saying that the technician is not answering his phone. The happens threes times at about 15 minute intervals. Dean asked me if I had prepaid (I do not know what this had to do with anything) After 1.5 hours, the technician calls me and tells me that he was at my house for 10 plus minutes before he left and that he would not be back tonight. He stated that someone would be there at 7:30in the AM. Little did the Stepping Stone technician know that he had parked in my driveway in front of 1 of my 4 security cameras. At 5:16.45sec he pulled into my driveway. He got out of his truck at 5:18.11sec, he goes to my door and knocks and steps back from the door. At 5:19.4 sec he gets 2 cards and leaves them in the garage door and house door. The he leaves at 5:20.01sec. A total of 3 min 16 seconds of which 1 min 55 sec was in his truck before he got out to the door. Lying is bad for business, poor customer service and communications is deadly to a business and disrespect to customers is paramount to failure. Now Dean or Mike Stone will have a reply or story to this entry as it appears they always do. Read the complaints, do your homework and search for someone you can trust. If Stepping Stone was giving away an air conditioner system (hardly) I would not let them on my property ever again. Maybe in court if need be. IF I WERE A POTENTIAL CUSTOMER TO STEPPING STONE, I WOULD BE VERY CAREFUL DEALING WITH THEM AND IF I WERE A POTENTIAL CUSTOMER OF STEPPING STONE, I WOULD LOOK ELSEWHERE. I called Cornerstone A/C and they have been professional and courteous. A difference of night and day to Stepping Stone.

Tech went on roof and said he cleaned out the discharge. Said I could get a brush at Home Depot to keep the duct work cleaned, I called back after the dryer tech arrived a few days later and showed me that plenty of heat was being discharged by the dryer. I called and asked to speak to the service manager. I called three times and was told the service manager was not availble. I never recieved a call from the company. Deception was involved because I was told I would be getting a call. If they are too thin-skinned to be able to talk to a customer on the phone then maybe the person is in the wrong business. . I have a Goodman air conditioner that they have serviced for almost 5 years. They have always been punctual with service on the AC. I just don't think they wanted to be bothered with this job, I won't deal with a business that in this day of easy communication that can't return a call or even an e-mail.

Terrible. See above

They beat the other estimates by thousands of dollars and did the job on time. What else is there to says. A great family owned company with an emphasis on going the extra mile for their customers.

The estimate they gave was very high, and even though they did good work in the past but I went with another company that gave a lower bid.

He came out on the weekend and he did a great job.

It was done under warranty. There was no charge for the actual work. They took care of it very well. They were very good. We liked them very much. Everything was just excellent. We were very satisfied with their service. We ended up getting a service plan with them.

I don't feel they are crooks so I'm not giving them an "F", but either they are overwhelemed with work or have too many employees that don't possibly "care". I've also just read other peoples comment's and Mike Stone's replies, so he seems like a nice guy and I'm also glad to see that he follows up with posts here.

But when we decided we needed more information on the bid and were actually interested in a higher price system, we could not get Matt to return our calls despite repeated attempts on our part to reach him. When he finally did contact us, he was full of excuses why he had not returned our call but promised to call the very next day with another bid on the Bryant system we wanted. We never heard from him...when I called the office about 8 days later to find out what was going on, I had the promise of the woman who answered the phone that she would get my message to Matt. He did call later that afternoon and left a voice mail. My husband immediately returned the call, playing phone tag with Matt's voicemail. That was mid-June and we have never heard from him since.

They were so dishonest. The unit was working when they arrived, just not well. They said I needed a whole new system, by the time they left it was not working at all. I wanted to get a second estimate on a new system, called another service provider, I went outside with him unlike with Stepping stone, this person found that the connection wire was cut, he found the other end in the bushes. He reconnected it, serviced it, and it worked fine. When I called back stepping stone to discuss what happened, the supervisor laughed and hung up on me. I would never recommend them to anyone. These are the companies that make angie's list necessary.

They came out for the first call in my new maintenance agreement and serviced my heating system. Louis came out to perform the service. He was very thorough and he explained everything he was doing. He checked out the whole system and was a very nice man. He knows his stuff very well and is very informed on his trade.

The company does whole subdivisions sometimes. They do really good work. I had my whole system replaced three years ago as well. I want to be able to come home to a cool house, and they have done good work with that. Their people are really nice and efficient.

They do an excellent job.

Truly disappointing. Overall these visits spanned the course of a month with no working furnace. I spent many hours from work dealing with this issue and even tracked the tech down 20 miles north of my home to retrieve the parts that were taken. The company that fixed the furnace had to rewire the system due to the poor work of the prior company.

THIS COMPANY RESPONDED TO MY EMERGENCY CALL ON A FRIDAY AFTERNOON. MY HUSBAND HAS HEART AND LUNG PROBLEMS AND COULD NOT BE WITHOUT THE A/C. THEY SAID THEY WOULD BE THERE ON FRIDAY EVENING AND THE OFFICE CALLED ME MULTIPLE TIMES TO LET ME KNOW THEY WERE STILL COMING. THE TECHNICIAN ARRIVED AT 8 PM ON A FRIDAY NIGHT, FOR WHICH WE WERE SO GRATEFUL. I HIGHLY RECOMMEND THIS COMPANY.

WHILE THERE EMERGENCY SATURDAY SERVICE WAS SLIGHTER HIGHER ($20) THEN OTHERS ON THE LIST, THERE RESPONSIVNESS AND PROFESSIONALISM WAS GREATLY APPRECIATED.