Coastal Heating & Air Conditioning

We called requesting: 1. Diagnosis of why heat was not flowing to second floor and estimate to fix the problem 2. Estimate on adding heat to a second floor room. 3. Estimate on installing an air conditioning systems. When the tech arrived, I again listed the three things I requested. He documented all three things on his documentation of the visit. He spent two hours trying to figure out why the heat wasn't working in the second floor. They said that they didn't know what the problem was. So he did not complete (1), and didn't do (2) or (3). They simply said that they couldn't fix it and charged us $275. I can't imagine if I took my car in for a problem, and they charged me $275 just to tell me they couldn't fix it. Or I can't imagine asking a contractor to bid on a project and them charging $275 to tell me that they can't do it. . I understand that they have a $150 service fee for all calls, and while that seems like a rip off when I'm asking them to bid on a $10,000+ job, I'm willing to pay that; however, the only work he did was a 15 minute minimal repair/adjustment to one of the ducts, which didn't fix the problem. The most outrageous part of the whole thing was when I called and asked for the reason for the high cost, the person insisted that both my wife and I asked for preventative maintenance on the heater. My wife swears she didn't ask for that, and I'm certain I didn't. Apparently, they say "I'm hear for heating maintenance" and we were supposed to know that meant that they were adding servicing our heating system that we didn't ask for. UPDATE 10/31/13 The owner called me up, went off on me and cussed me out for leaving a negative review. No apology, only a verbal tirade. That was the worst experience I've ever had with a contractor in over 15 years of dealing with contractors. Update 11/26/13 The contractor refunded us the money, but what they didn't refund us was the stress of being cussed out by the owner and the loss of time to get another contractor. We just had another contractor here today, who bid $13,000 on the job and will probably get it. Looking back on it, the problem was that the dispatcher should have realized that we were asking for bids, and sent out the owner to do the bids. Then after the mistake was made, the owner should have appologized and offered to do the bids and not charge us for not fixing our system. Instead, he told us we lied, cussed us out and lost a $13,000 job.

Provider called, stating they'd be late for a 2:15 apt, and that we should expect the tech to be 1 hour late. That's fine. We called again @ 3:20 to make sure we hadn't missed the tech, and were told he'd be there any minute. 1 hour later we placed another call - apparently still a minute away. Woman on the phone was dismissive and rude. She made it seem as though we couldn't possibly understand the enormous complexities of scheduling appointments of this nature. Obviously we'll just take our dollars elsewhere. We tried to meet these folks half way, but an insulting tone from a "customer service" rep is simply unacceptable.

Went exceptionally well. After getting an estimate of $6,800 from the company I have used for 20 years, I was in shock and decided to do some research. Coastal returned my call immediately, said they would like to offer a competitive bid, they were at my home within 2 hours to do an estimate, and called me that afternoon with a price, cutting the other company's price by $600. In addition, they were ready to install within a couple of days. They arrived as scheduled, were very professional, did a great job, were all done in a couple of hours, and even vacuumed my floor and balcony when they were done. My new system is working great. This is not an easy job, a lot can go wrong. I was very pleased with their work. I had Coastal back to perform the routine scheduled maintenance on my heat pump. Everything was an exceptional as the original installation, and I will continue to use them on a continuing basis.

They did a great job, but over-billed the amount of time they were here, as well as

Mike arrived half an hour late, but his office called to inform me that he was running late and check that it was ok. Once he got here, he was quick, professional, answered questions about the system and seemed knowledgeable about his work. His was the first of my three estimates, and seemed to me to be a bit on the high side. The rest of the estimates are still in process. I don't yet know if I will be using Coastal for this project or not.

Mike and his crew installed the system in one day as promised. My wife,kids and I love it. We were a little hesitant about having the units mounted on our walls but we don't even notice them now and love how they cool down the house. We have one unit in each bedroom and one that covers the entire first floor. I'm looking forward to the fall and winter to see how the heat works. Coastal Heating and AC were great. Mike Francione the owner is top notch and Sunny his secretary is very attentive I would definitely recommend them and I will use them in the future..

Alex the technician was prompt, very courteous, and professional. Within seconds of looking at the unit, he identified the problem which was a burnt out capacitor. He replaced air filter and checked for other potential issues. Very happy w/ this company from beginning to end and would absolutely use Coastal in the future.

We had just purchased this house and wanted to make sure the AC units were operating correctly and efficiently. Found Coastal AC on Angie's List. They were responsive when I made the appointment and the technician was great. Showed up on time and spent a considerable amount of time checking the units. What was really helpful is that he walked me through each system and explained how it was working, etc. I thought he was very thorough and knowledgable. I would hire Coastal in the future in a heartbeat.

The response was professional. They arrived during the time-frame they specified that they would, and the problem was fixed in a timely manner. We are very pleased with the service and would absolutely contact them again if we have any further problems.

Went very well. Central air condenser went at 8pm Friday night of 4th of July weekend. They couldn't make it out that night because of a back log of call but was at the house at 8:30 the next morning as promised. Technician very polite and professional. Got right to work and fixed problem. Because of weekend/after hours was charged more expensive rate but was already informed of that beforehand so was not a problem. Would much recommend

If I could give Coastal Heating & A/C and A+ I would! They were fantastic to deal with from the first phone call to the tech visit. The tech diagnosed the problem within 10 minutes and got the system going with no trouble. Furthermore, they were very accomodating with my work schedule which made it so much better for me. I will definitely use them again and again for emergency situations and maintenance. Thank you Coastal!!

The entire process went incredibly smooth. I even received a follow-up call from the call center asking about my experience and if I had any feedback. I will SURELY keep Coastal HVAC in my contacts list for the future!

went well. straightforward job, and he made quick work of it.

'Both the service techs and the office were very pleasant and had excellent communication with us. The two techs that came out were knowledgeable and quickly diagnosed the issue with our furnace. They cleaned out debris and made sure that debris wasn't causing problem. The next day, the tech came out, even though it was late in the day, and fixed the motor for us so we could have heat that night. The work area was cleaned up and he disposed of the old motor for us.

Called in the morning. Technician, Alex, arrived within 2hrs. Timely, efficient, and professional in all regards.Clear explanation of all that he did. Would highly recommend.

The technician from coastal (can't remember his name) was very pleasant and professional and took the time to answer my questions about my heating system. He spent about an hour inspecting, cleaning, and testing the gas furnace. I highly recommend them and will use them again in the future.

I had a great experience from the beginning to the end. They know what they are doing and are professional in every manner. The customer service was great, I asked a few questions and they knew what to do. I can't ask for better service. They really cared about the situation. I finally found a company I can rely on and feel comfortable to receive service from with no stress. I will recommend this company to my friends and family.

After buying a new home my HVAC system just wouldn't work, I called Coastal and spoke to them regarding the situation. The woman that answers the calls is extremely pleasant and appeared to take notes so she could make sure the correct person assisted me. They were about 45 minutes late and noone called to say they were running late, however I did call the main line lefte a message and they did call back immediately to reassure me that they would be there, there was horrendous traffic and the van was just delayed. The person who came to my home was curteous, took their time explaining everything (even though it was after 5pm in the evening) and even walked me through what would need to be done when I finally got to the point of having to put in a whole new system. He was even kind enough to make some recommendations on how to save some money when that time came. I'd recommend them again to anyone that was looking for HVAC assistance. The only negative I can find about them is that they charged me $150 to come out for under an hour (that's they under 1 hour fee) and he only had to tighten a cable that had mysteriously loosened, I found that a little on the steep side but where it had been 90 degrees for a week with no AC I had little to complain about in the end.

We had an excellent experience with this service provider. They were extremely prompt, thorough, courteous and knowledgable. We would certainly use them again.

We called for A/C service the day before a holiday, which was expected to be very hot. We were very happy that they were able to come and repair the unit before the day's end. They ran a little behind schedule and were late getting here, but they called and let us know, so communication was excellent. We will definitely use them again and recommend them to anyone who asks.

Called Coastal when looking for 3 estimates for an AC system. Mike explained in detail what he thought was possible. Went back to the office to check with Mitsubishi specs. Came back in a couple of days with a revised plan but with the reasons for the revisions. Set a date for installation. Was able to hire own electrician to do electrical hook-up.Installers were pleasant. Took all the trash away. Left instruction books.Very happy with the work. Would highly recommend.

Used them two years in a row for annual maintenance servicing for our boiler. Always came when expected and we were able to get an appointment very quickly. Happy with the work and planning to use them again this year.

I have used Coastal Air in the past to service my HVAC and a/c condenser, and have been happy with the work that they performed, as well as the pricing. I had referred them to others who were looking for a home heating/cooling specialist as well. This particular review is with regard to an experience that occured recently. As a trustee for a condominium building, I received an invoice from a unit owner who recently had some work done on his in-unit HVAC by Coastal Air, and was requesting that the homeowners association pay for it, as he thought that the homeowners association was responsible for the particular repair that occured, and the underlying issue that necessitated the service call. I informed the unit owner, that prior to reimbursement of this charge, I would need futher information from Coastal Air.I called Coastal Air and spoke with Sunny, a polite woman with whom I remember speaking the last time that I booked an appointment for servicing my own HVAC, and requested a copy of the invoice, which she sent to me within around an hour. The invoice, however, did not provide sufficient detail as to what repairs were made, and after calling Sunny back, she put together a brief email breaking out the repair cost. Unfortunately, based on this email, I was still unable to determine what the root of the problem was that required these repairs, as the wording on the invoice was contradictory to itself. I called Sunny back and asked three specific questions about the repair, which would have provided me with all of the information that I needed. Sunny was unable to answer two out of three of the questions, and I asked her to either have the technicion call me, or to speak with him and get the answers to the other two additional questions so that we can resolve this issue once and for all. I should note that through these series of calls, I was on the phone with Sunny for a combined time of approximately 3-4 minutes.A week later, I hadn't heard back from Sunny, and so I called her back asking if she had gotten the answers to the two questions. She informed me that she had not, that she would not have a technician call me, and that the owner of the company had advised her not to answer any additional questions pertaining to the repair as he felt that he had already spent more time than it was worth to him, and that he felt that we should be able to make do with the information that was provided. For the record, the two questions for which I needed answers for were crucial in determining whether or not the expense would be paid by the homeowners association or the unit owner.After I hung up the phone, I sent the following email to Sunny, and also copied the owner, who had directed Sunny not to provide me with any answers or to spend any more time on this matter. You can see in this email, I restated the very simply and basic questions that I needed answers to--I wasn't asking for anything elaborate or fancy: "As trustee for the three buildings that comprise the (name removed) Condominium Association, I have been attempting for the past two weeks to gather information pertaining to a service call that was made to one of the residents, (name removed). Their request for association reimbursement of a portion of a fee that they paid to Coastal Air required further verification before it could be granted, particularly with regard to work that was performed on a flue. As I had explained to Sunny, the only portion of the flue that was removed from the building was a 90 degree piece that attaches to the outside portion of the flue. Given the price, I requested information as to whether another area was unattached indoors as well, how long it actually took to fix only the outdoor piece, and if any other pieces had suffered damage that could be attributed to the construction, and was told that she didn't know. I asked to speak briefly with the technicion who had performed the repair, as additional items in an email she sent, such as widening of the flue, that were included in the cost, were not broken down or itemized, and are not reimbursable. Today, a week later, I hadn't heard from the technician, and when speaking with Sunny this afternoon to see when that would be possible, I was told that you advised her not to provide any additional information, that you had already 'spent more time that its worth to you,' and that YOU felt that I already had all of the information necessary. I am surprised at your flippant response, and that you would advise one of your staff members to speak with me, a client myself, in such a manner, and that you refused to provide pertinent billing and work information on behalf of one of your clients. I would also like to note, that a 3 minute conversation with the technician would have been sufficient to gather all of this information. Please note that I will no longer be utilizing Coastal Air, and each member of the condominium association will be advised of this experience. I will also be providing a review of my experiences with Coastal Air on Angies List. In addition, I will be notifying the unit owner that we are unable to reimburse him, as you have refused to provide me with the information necessary to do so, unlike EVERY other vendor from whom I have requested this type of simple and basic information in the past."Within five minutes of sending this email, I received a VM from Sunny stating that she had already spent 'a substantial amount of time trying to resolve the issue..and man hours' and that she had already provided me with all of the information that she had. I was surprised at this response, as my total call time with her to that point was around 5-6 minutes...not 'man hours,' as she put it. I had expected a call back after I sent that email, but I expected her to call me back with the answers to those two basic questions, which I restated in the email, instead of a long drawn out explanation as to why they were providing poor customer service.Flash forward to Tuesday afternoon, when I receive a voicemail from the owner of the company sarcastically stating that he had received my 'beautiful email,' had no idea what it was about, didn't know me, and that I didn't need to 'come at him like this.' After listening to the message, I received another call from the owner, which I answered. He proceeded to lecture me about how much time he and his staff had spent on this, how he doesn't know who I am, that we had called him 50 times about this, which was not true, and that I'm not even a client. I reminded him that I was in fact a client, explained the issue to him, and after he proceeded to lecture me further, I hung up the phone, only to get a call back 45 seconds later. During this call he was quick to throw out insults at me and the homeowner, and scolded me about my request for information (this is back to the 2 questions that I needed answers to), and that he wasn't going to spend any more time on such a small job (which was nearly $900.00). I eventually just said 'thank you' and hung up, after getting tired if listening to his tirade.What is so disappointing about this entire exchange was the fact that in the 7 minutes he spent lecturing me, he could have simply stated that he was sorry there was a miscommunication, and provided me with answers to the two yes/no questions that I asked. Based on the owner's unwillingness to provide two answers to two simple and basic questions, which I repeated over and over, I can only assume that the bill was inflated and he was trying to cover himself, or he places absolutely no value on providing an adequate, let alone superior, level of customer service. In either case, I will no longer utilize Coastal Air, and will advise others to do the same. I am still in awe at the amount of time that I have spent trying to get basic information, and their inability or unwillingness to provide it. I was not asking for anything out of the ordinary, and have had a dozen situations like this in the past with other companies, and have always been able to get the necessary information quickly and without issue.

Technician was on-time and courteous. He was able to finish the job within the estimated time and cleaned up the afterwards.

Punctual, professioinal, clean. Good service