No-Frost Air Conditioning & Heating, LLC

Everything went very smooth, with no surprises. Quote was the lowest and the experience was great. John came by early in the morning as I requested. He had a lot of options for us to decide on. He left the information with us , so we could make a decision. Once we did,he gave us a very fair price quote, and scheduled the install day at our convenience. They called when they were on the way, did a fabulous install. They were very neat and clean, leaving no trace of ever being there. Received a follow up call from Eileen in 3 days after making sure everything went well, and was to our satisfaction. This is a small family business that has integrity, and cares about being professional, and honest. I highly recomend thiscompany. They rank high on Angies list for a reason.

The technician Informed me of low-level CO leak inside my heating unit. There was a known issue with the Carrier unit that I had and there was a warranty credit. Unfortunately No Frost didn't sell Carrier at the time so they couldn't get the warranty credit. I ended up using another provider who did could work but can't seem the time to do follow up work. No Frost is coming out next week to add some refrigerant to my A/C unit and to give me an estimate on labor for a warranty repair for my A/C unit (just replaced in 2012). I'm looking forward to working with them in the future.

Our call was answered within minutes of our inquiry. I was apprised of my options by phone. These ranged from the most green super efficient model to a simple replacement. The same day, Clint came to look at the installation requirements and explain my options in detail. I opted for a modest improvement in efficiency but not the high efficiency model since 1) they require electric power and do not provide hot water during an extended power outage and 2) cost about twice as much as a modern conventional model. I was given an estimate before he left. I agreed to the estimate and they wanted to schedule the job for the next day. I had a conflict for that day so they scheduled for the next possibility which was two days later. On the appointed day and minute, Clint and Eric arrived.and went right to work. The job required gas line connections as well as hot and cold water plumbing. The job was done in about 2 and a half hours. I was briefed on operation of the heater, and they cleaned the work area completely before leaving. These guys knew what they were doing and did an excellent, professional job. They both get our A rating.

We conducted extensive research on whole house humidifiers and sought numerous estimates prior to making a decision to go with No Frost. No Frost was extremely responsive over the phone and throughout the entire quote to install process. They provided an estimate over the phone on several options and came out to our home to do an in-person visit to personally evaluate the details of our install prior to finalizing an estimate. They presented several options and outlined the pros/cons of each option. The estimates provided over the phone were precisely the same as those provided onsite and at the conclusion of the install. Our technician was professional, knowledgeable, and straightforward. He provided excellent insights and offered honest input on the choices available to us. He was conscientious and thorough in the installation and endured our many questions. He came out in the morning to provide an estimate and was able to return later that day to do the install. It was quick, efficient, and cost effective. We would DEFINITELY recommend No Frost. Thanks for the great service, quality product and affordable price. After the installation our home went from 19% humidity to 30%+. We've been comfortable ever since. Nice job.

We have used their service for a long time and we love their service. They are very nice people to work with. Their scheduling is right on target and they are responsive and they will get back with you quickly.

After having to reschedule because the truck broke down on the way to the job, it went great. Will definitely use in the future.

I called twice to get an estimate/information about installing a humidifier. Each time I was told the message had been taken and that someone would call me back. Neither time did someone call back. Additionally, the second time I had called to follow up, the lady who answered seemed the least concerned that I hadn't gotten a call back, plus she, "Couldn't guarantee that someone would call me back because she just takes the message and doesn't have any ability to ensure I get a call back." It's one thing if the company is unable to assist me, but it's another if they choose not to call me back. I'm disappointed that this is the treatment I received.

I found No Frost through Angies List and have been using them twice a year (furnaces in winters, AC in summer)for years. They are inexpensive ($60 per system- not cheap when you have 5 systems) but very thorough. Eileen is very easy to work with and the crew that usually does my maintenance (Clint and Matt) is thorough.

As always, they're the best. VERY responsive, polite; just a wonderful small business to deal with. I would never use another HVAC company.

Calling the office and scheduling the appointment with Eileen was fantastic and easy. They could have made an appointment almost right away, but my schedule didn't allow. The day of the appointment I had a window of three hours (9-12), and just before noon Eileen called to say they were running a few minutes behind. Then the tech, Matt, showed up about fifteen minutes later. I appreciate the telephone call to update me on the delay. Matt was really great. Came in, got right to work, joked with us and answered every question we asked. He was able to diagnose and fix both the upstairs and the downstairs whole house humidifiers without any problem. I have no issues with him or with the work that he did. He was honest and up front about what needed to be done. However, on the down side, they charged (what I felt was) a rather high "service call" fee. It was nearly $100 for the service call fee. With other vendors, I have had "diagnosis fees" that were then basically refunded or rolled into the repair fee. So not only did I feel that this service call fee should have been refunded since we had them do the work during the appointment (as opposed to coming back another day), but I feel that we should have been told in advance (like during the phone call to schedule the appointment) about the fee. It was almost 1/3 the cost of the total cost of the visit (after a $25 Angie's List discount!). $100 to walk in the door is something the customer should know about ahead of time. As I said, apart from the fee, I was very happy with NoFrost and the work they did. I think they should re-think that fee. Next time I find an HVAC repair company, I will ask in advance if there are service call fees and what their policies are with them. Edited 3/18/2014 to add: I did get voice mails from the company but we were out of town. However, I will note that there was no discussion on the phone beforehand about the service call fee... I remember distinctly that we discussed whether or not we had used their services before (I thought we had but she found no record), so I know there was no conversation about the service call fee. As for the part that was installed, it was much more expensive a replacement part than we needed (so the tech told us), but it was the only part he had on the truck at the time to fit our humidifier. There was no conversation from the tech about him charging us less than he should have. And as I stated, we did have a coupon from Angie's List, so that did help with the overall bill a tiny bit. If that "service call" fee included part of the first half hour of labor, it should be stated as much. On the bill it says "service call fee" and nothing else. The tech didn't say anything to explain it either. I was very happy with the service overall, but felt the cost was more than I had expected.

The man was very punctual, professional, and listened to me as I explained the situation. He did as I requested and checked our heating system out, and even took his shoes off while walking on our carpet, so that he wouldn't get it dirty!

Matt, my service person, was very professional, friendly and knowledgeable. He checked the 20+ year old furnace and offered advice on getting maximum heat from it and what heating options I might consider when it?s time to replace it. He was very comfortable with me observing him and I felt confident in his knowledge. I will go back to No-Frost again.

On a very cold winter day my furnace went out. No Frost came out very quickly and worked hard to get it corrected. The tech and office staff were very professional and courteous. I will use them again.

I would give them an 'A'. They were very good and very responsive. I used the at least 2 years ago.

I want to express how grateful we were to have No Frost come to our house and fix our heat in such a timely manner! Customer service was great and Matt was very friendly and knowledgable. Will definitely be using them in the future!

Matt was very professional & friendly. He found & fixed wiring problems in our heat pump & in our furnace. He setup the furnace thermostat to control the 2nd stage of the furnace. He cleared a clog in our humidifier that prevented it from working. He answered any questions that I had. Overall a pleasant experience.

They were wonderful. I loved their efficiency, promptness and everything about them. Their price was reasonable.

All arrangements were done politely (Eileen was, as always, as sweet as can be). Technician was courteous, professional, knowledgeable, and performed the repair in less than 3 hours. I had used them before and work was always performed as described and things always went smoothly. That's why what happened next was so weird. My problems began when work was completed. The technician handed me a bill for $2800. I figured that 3 hours of work at $100 an hour ($300) + 10lbs of R410-A at $50 per lb should have been about $800. I asked the technician where the $2800 came from. He said that office told him to charge that much. I asked him to call the office and double check. At this point, Mr. Bangs (the owner) came on the phone and asked me whether the system used R-22 or R-410. This raised a major red flag in my mind. If he didn't know what kind of system/refrigerant was being serviced I wondered how he came up with the price. I told him it was R-410A and he asked to speak to the technician. They talked for a bit and the technician told me the price was now $1200. Now since it seemed that random prices were being thrown at me I asked the technician if I could have an itemized invoice. He just handed me the phone and Mr. Bangs told me that "that's not how I do business; the price is the price". I said I had a hard time paying when I didn't know what I was getting. We went back and forth until he said if I didn't pay the price he wanted he would COME OVER WITH THE POLICE AND TAKE BACK THE PARTS (which technically belonged to me since they were under warranty) AND SUCK THE REFRIGERANT BACK OUT. I couldn't believe he would actually do this so I told him once more that I needed to see an itemized bill before paying. Mr. Bangs then hung up on me. I called back but Mr. Bangs had already left. 30 minutes later I had two Howard County police officers and the technician standing in my driveway. Now keep in mind all I did was ask for an itemized bill; that's not uncommon in any business. I explained this to the police and they were as baffled as I was. While we were waiting, the technician explained that given what No Frost charges for labor ($100/hour) and R-410A ($79/lb -- this is a huge mark-up as a 25 lb tank of R410-A costs around $125) that there was no way that Mr. Bangs was going to go for less than $1200. Eventually, Mr. Bangs showed up fuming mad. He said I owed him $1200 and he was here to make sure he got paid. The police asked where my bill for $1200 was. Mr. Bangs then grabbed the invoice from the technician, crossed out the $2800 and wrote in $1200. Then he let loose on the technician (poor guy; just doing his job, there was no way he had the authority to change the bill) for not changing the amount. At this point, I just wanted this circus to end and I paid Mr. Bangs $1200 just to go away. Now obviously I would never deal with this guy again. Mr. Bangs was unprofessional, threatening, and downright abusive. He was so angry, he was nearly out of control and in the end I'm glad he called the police. I can only imagine what he might have done had they not been there. If you do have to deal with No Frost (and I wouldn't) at the very least MAKE SURE YOU GET AN ITEMIZED ROCK-SOLID ESTIMATE UP FRONT. If they won't give you one, just walk away.

Returns phone calls promptly and service provided in a timely manner.

We were happy with them, I plan on using them again.

Very nice, punctual. Eileen, the office person, is always so nice to deal with.

They came at the time they said. Talked to me about all the issues and gave us choices for what we want to do and worked with our schedules. Everything went perfectly. They were able to get us a fair price. The work they did was done perfectly. They explained how to use the equipment and made sure I understood. I will use them again and recommend then highly. They recommended we clean the ducts first and that place did clean the ducts well and gave us a free dryer vent cleaning and they broke the dryer vent. They did find a problem but they made the problems so much worse. I thought that it was the new air conditioner and called No Frost and they came out and helped us fix the problem.

They were extremely responsive and could have not been nicer. They took a good amount of time explaining things and did a thorough job of reviewing the possibilities and potential rebates. I chose not to go with them mainly because of their offering Trane. I decided to go with a Carrier instead. i will definitely consider using them for any maintenance items in the future.

Overall great service, great quality, and professionalism. Installation went smoothly and on-time. Installers were courteous, clean, and knowledgeable. Unit is working great. Happy to recommend this family-run business. Thanks!

Clint was very professional, efficient and helpful. Will definitely call No-Frost for future A/C and water heater issues. I had been able to make a next-day appointment that worked well with my schedule, and they called me to confirm when Clint was on his way, and on time.