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"Was given an estimate that was three times more than what I was actually charged the same day by another company"

"A company with practices I would be cautious of. I am sure this company can provide great service supporting many of their reviews. Unfortunately, I had the experience that reflects another customers not so good service. I would like for potential customers to be made aware of what could happen. My father recommended this company to replace my a/c unit. The company quoted me $500 less than my local HVAC guy and could replace my non-working unit with a shorter wait time. I was very pleased with their quick installation and replacement of my upstairs unit. This service was done in November of 2020. The a/c wasn’t used much until Spring of 2021. At the beginning of August 2021 (roughly 5 months of a/c usage) I noticed a huge water stain on my ceiling. The carpet was soaked and there was a 10” bubble from which water was dripping. It was from my upstair a/c unit installed in my attic. I immediately turned my unit off. In the attic, there was water puddled on the left side under the wooden platform holding the unit. I questioned the water since the emergency pan was not full. Through further investigation, I noticed water dripping outside the emergency pan directly onto the subfloor from the duct coming out of the left side of the air handler. This is what was causing the water in the room below. I documented everything with pictures and video and contacted Premier Comfort Services the next morning. A technician arrived the following day. He was professional and courteous. He assessed the situation, determined the unit was not charged for summer conditions when it was installed last Fall causing the unit to “back pull”. He put refrigerant in the unit and assured me it would not leak anymore. When I asked if their company or Carrier would cover the ceiling damage, he took photos and advised his bosses would determine that. I placed a tube under the leaking duct incase it started leaking again. I received a voicemail from the technician about 30 mins after he left stating he cut the drains outside the house due to mud in them. When I called Premier Comfort Services after not receiving any communication for several days, the lady on the phone advised the damage would not be covered since the drain was clogged causing the pan to overflow. I communicated to the lady the pan had not overflowed as seen in the video I sent. There is a switch in my emergency pan that will shut my unit off if it was close to full which never happened either. I was told the owner would be contacting me to explain. I had not heard from the owner for several days even after leaving a message with them. Eventually he called and explained the emergency pan on the outside was not the overflowing pan. He said the pan on the inside was overflowing causing the unit to leak out of the "plenum" onto the wood and insulation. He said it was my responsibility to have the unit inspected every 6 months to make sure the drain line is not clogged. According to him, his company does not do attic installations where the air handler has to lay down (which is how my unit has to be because of the placement in the attic). I asked why the emergency pan was so small it did not cover this area that could leak. He said the code requirement is that the unit itself has to be covered by the emergency pan. I expressed my concern about the unit and advised this same problem could present itself and damage my house again. He said they were not local so they could not assist but to have a local company inspect the unit every 6 months. We ended the call there. At this point I had no confidence that this company would help with what seemed like a ticking time bomb in my attic, so I called a local company. The technician came the following day and was professional and courteous. He advised the drain coming from the pan inside the unit did not have a "T" on it to allow the line to be flushed. He installed the "T" and said he flushed the line to confirm it was working properly. I asked about my concerns with the same problem and ceiling damage happening in the future. He said they would suggest installing a float switch in the interior pan to kill the power if the interior pan overflows. He also said I could get a larger pan to catch drips outside of the unit. I asked them to do both. My issues with the way Premier Comfort Services handled my situation are as follows: 1. Why was the initial cause of the leaking advised as the unit was not charged for summer, but I was only told of the clogged drain lines by voicemail 30 minutes later after the technician found out there was damage I wanted to claim? 2. The owner advised they do not install air handlers which have to lay down. If that is the case, why did they do it at my house? If that is their policy, it seems they are aware this type of thing could happen. My 15 year old train unit that I had before this never had this type of issue. Why not inform the customer what to look out for if they do have a lay down unit. I only inspected the emergency pan and outside drain lines. The emergency pan was never close to full and the drain lines always expelled water. How would any normal person know to watch for water dripping outside of the emergency pan? Preventing water from dripping onto the subfloor seems to be the job of the emergency pan. 3. When I expressed my concern over this type of thing happening in the future, the only preventative measure offered was to have the unit inspected every 6 months. I don't think that would prevent anything since the a/c had only been used about 5 months since it was installed in the fall. They offered none of the preventative options that the local company offered. I would have definitely wanted an emergency float switch and larger pan if Premier Comfort Services explained why they don't install lay down units and the reasoning behind that policy. For anyone wondering, I also filed a complaint online with Carrier. At this point, four days later, I have heard anything. I will update the post if Carrier does respond. It seems that Premier Comfort Services' knows that Carrier air handling units have an issue if installed laying down. This makes me wary about Carrier products. When I have to replace my downstairs unit, I will be choosing a different manufacturer. I am cautious of a company who does not stand behind their work product. It seems, in my case, Premier Comfort Services did the minimum required. They took a chance and installed my air handler laying down, without any explanation of potential issues to watch out for. They did not offer an installed pan float switch or larger emergency pan when installing the unit. They only had excuses to cast any liability for the damage away from them. Is Premier Comfort Services operating in a manner which would make you comfortable when you have HVAC issues?"

"Review for Service 1st Pros Heating and Air Conditioning In my hectic and fast-paced life I want to take a few minutes out of my day to share our experience we’ve recently had with Service 1st Pros Heating and Air Conditioning. I want to ensure that I include each of the individuals who demonstrated a level of customer service that was exemplary and professional in every aspect of getting our air conditioner repaired. It is not often in our current economy that we find this kind of customer service from every employee in the business that we interacted with. Our heat pump unit went out on June 30, 2023. When I mean out, that left our home at a steady 86 degrees for eight days. It was unbearable and the Technician who was authorized by our Home Owner’s Warranty company to look at our air conditioning issue stated that the problem was in a freon line going into the external wall and he was not comfortable repairing it. WoW…! My husband searched for and got quotes from several different companies very quickly on line and based upon the number of outstanding reviews, we chose to move forward with Service 1st Pros Heating and Air Conditioning after speaking with the front office personnel, Emma and Lindsay who redirected his call to the appropriate person. Technician Chuck Norris was dispatched to our home on Saturday, July 8, 2023, and verified that the problem was in the freon line and was confident that it could be fixed, but it was later in the day and technicians don’t carry every bit of equipment necessary to fulfill each unique job. He did call into the front office and spoke with Tina to establish a quote. My husband was with him as they spoke in a way that demonstrated her knowledge of these types of jobs, what it required, and how to best get it done quickly. Tina once again demonstrated a sincere concern and commitment to help us get the job done as soon as possible. At the end of the call, my husband had a date of the following Monday, July 10, 2023 for a technician to complete the job. On Monday, Karl Davis arrived promptly as he stated in his text and began the task of repairing the freon line that included welding and fixtures on the external siding. He was very knowledgeable, confident in what he was doing, concerned about the temperature we were living in, but fully committed to getting the job done correctly the first time he did it! After several hours, he came upstairs and looked at the internal air handler and safety switch to ensure that they were all working correctly. Again, this thorough and pro-active approach to repairing our heat pump is not the level of service we experience. Technicians come to fix one thing and don’t look at other indicators of what potential problems could impact the long-term repair of an appliance. We couldn’t be more pleased with our selection of this company as our provider for our air conditioning repair. Every single person we interacted with knew their job well and had an understanding of the bigger picture, thus working together very effectively. We don’t anticipate the need for their service any time soon, but would definitely recommend Service 1st Pros to any of our friends or neighbors!! This company guarantees WOW service and we received that and more!"