Centraire Inc

I recently discovered that the brackets used to hold my A/C units to the wall were not installed correctly. After 3 years of vibration, the bolts have started to work loose from the wall and the brackets are at risk of coming off the wall. I contacted Centraire to notify of this issue and they stated it was past warranty and they would have to charge me full price to fix something that was clearly installed incorrectly.

First of all the technician showed up without a mask. I would not let him in until he put on a mask. When I made the appointment, I requested that the technician come prepared with a mask and new gloves. His clear gloves were dirty and reused. When he entered my house, he proceeded to tell me that my programmable thermostat appeared to be working just fine, even after I explained that it would go completely blank for several days and then randomly turn on after not functioning for a period of time. His response was "Well, okay, if you say so. I will take your money." Needless to say, I sent him packing and told him and his boss, Kenny, that I would be taking my business elsewhere. Horrible business ethic.

Brief Version: Unethical and dishonest employee, Ryan, actively sabotaged my effort to prevent potential freeze damage at my rental property by lying to me about the room temperature, as he tried to cover for his negligence and incompetence. Long Version: I initially called Centraire at 10am on Friday, Feb 15th to get a boiler fixed that was under warranty at a 4plex rental property where Centraire had installed 3 new boilers a month ago. I had a lockbox onsite so the technician could access the basement and the apartments as necessary. They sent out Ryan. Ryan came out and left again without investigating or fixing a single thing. Thankfully the tenant called me again at 4pm to notify me that the heat still wasn’t working. I called Centraire again. Again, they send out incompetent Ryan. And again, Ryan comes out and leaves just as quickly without doing a single thing. Doesn’t go to the apartment, doesn’t call me. No effort to resolve the matter, nothing. Then the tenant calls me 8:00pm. Still no heat. This is when I learn that Ryan hadn’t bothered to check the apartment or the corresponding boiler the two previous times he had come that day. It is roughly 9pm by now, 11 hours after my initial attempt for emergency service. Ryan tries to say this can wait till tomorrow morning. I tell him no, it can’t wait. I have been calling since 10am trying to get this fixed, which he neglected to do the entire day. It is sub-zero outside, and the tenant is freezing and the boiler needs to be fixed tonight. I’m also really concerned about pipes freezing overnight. This is where Ryan goes from incompetent to maliciously deceptive. Ryan goes to the apartment without heat and claims the apartment is currently 67 degrees. I’m incredulous because the apartment has been without heat for roughly 12 hours now, and the tenant says it was significantly colder. I ask him to send a picture of the thermostat via text, but he doesn’t. I call his boss. Meanwhile the tenant is gathering her things and her children to spend the night elsewhere because the apartment is too cold. But not before she sends me a picture of the thermostat. It reads 58 degrees room temperature. So sure enough, Ryan had been lying to me to minimize the situation. Just then I get a text from Ryan with a picture of the thermostat. Apparently his “on-the-fritz” phone was magically able to send texts again after he got a talking to from his boss. But somehow the thermostat reads 67. How is that possible? Turns out manipulative Ryan had taken a picture NOT of the “room temperature”, but rather the “set to” temperature. The thermostat is digital, and reverts to “room temperature” reading a few seconds after you manually adjust the “set to” temperature. This means Ryan manually set the room temperature to the temp that he had lied about, quickly took a picture before the digital readout reverted to the room temperature, and then sent me the picture to try to pass of the “set to” temperature as the “room temperature” and hoped I wouldn’t notice. All in an effort to back up his lie to deceive me about the actually temperature in my apartment building. It is very disturbing when someone you hire to help is actively sabotaging your efforts to get a problem fixed and intentionally providing inaccurate information so you can’t make informed decisions. Dishonest people like Ryan don’t deserve the responsibility entrusted to him. He could have caused severe property damage, and frozen pipes was a real concern, not to mention the significant inconvenience to the tenant in having to stay elsewhere. And if all this wasn’t enough, Ryan didn’t bother to lock the tenant’s vacant apartment behind him when he left for the night, creating a security threat for the tenant. Ryan also removed the key cap for the boiler key which was labeled. Ryan is negligent, dishonest, and malicious. Centraire is responsible for the quality of their employees. I’m not sure why they are not bothered by Ryan’s actions, but it reflects poorly on them as a company.

The only company, out of four called, that would come by today - "Standard Heating and Air" refused to answer their phone twice, "Ray Welter" and "Angell" said it would be three days before they could send a service person. The Centraire person came out only an hour after I called. Very impressed, and appreciative, with the punctuality. Got the AC working, at least for now. Tech spent 90 minutes here, a few 'issues' with professionalism, though. I'd only hire again in another similar quasi-emergency situation, (supposed to be heat index over 100 degrees the next three days), because of those 'professionalism issues' definitely and insist on a different repair person.

The sales man, Bob, was very honest and knowledgeable. He took the time to answer all of our questions. Never trying to sell us extra stuff, just to increase his sales. The installers were also friendly and knowledgeable. They did a great job. Both the air conditioner and furnace work great! We are very pleased.

I had issues with the whole house humidifier and they sent someone who had no experience. I probably wouldn't use them again.

We have used them many times to repair various heat and air conditioning issues. They are quick and get us up and running. Despite the fact that our AC I'd from the 80s they say it is fine. I keep calling them back.

We shopped around a little, and found Centraire pricing to be reasonable (not the lowest) and our interaction over the phone professional. Since this was a rental, we had requested that the company inform us when they schedule a visit to install the AC. They did not do so. They even had an issue with the AC during installation, and decided to repair it (replace a part) without our knowledge. They went back to install the part and get the AC going - all this without giving us any information. We later found this from our tenants. When we confronted over the phone, the sales man (Bob Kelly) became quite unprofessional and started yelling. He later apologized. We had made half the total payment upfront before the project, and after we made the balance payment, they sent us a receipt for only half of the payment. After calling and requesting them to fix the error, they simply printed another wrong receipt and changed the figures by hand! (Not sure if they changed it in their accounting system and paid the taxes they owed!) Overall, the workmanship was ok - not great, but not too shabby. The earlier professionalism waned very quickly and so overall, the experience was far from ideal. We will never use them again!

We had John replace two thermostats with upgraded digital units, check the wiring and the full-house humidifier. Exceptional service and depth of knowledge. Honest and efficient we would highly recommend.

All the work was done in a timely and insightful manner. For example, instead of just putting stuff in where it would be easiest, they moved the water heater to the back of the furnace room, freeing up a bunch of extra storage space. They also came back promptly when we had questions or needed small adjustments to be done. Top notch crew members as well, all very professional and willing to explain just what they were doing or fixing.

Owner Paul Koepcke came to our house to give us an estimate. He listened to our concerns related to our old furnace and airconditioning system and our desires for a new system and recommended a new system that addressed all of our concerns and desires, at a reasonable price. He also pointed out deficiencies with our gas water heater exhaust pipe and recommended changes that corrected those deficiencies.

They could have been more communicative because they tried to correct their mistakes without consulting me. They did repairs and other things without my authorization and consent.

They came out to fix a part in my heating unit. The part they tried to give me was the wrong part. They said they would get the right part but it has been a week now and I havent heard back from them. I feel like they are "giving me the run around". I feel like they ripped me off as far as price for there services.

They came promptly when I requested an inspection after I saw one of the gas jets looked unusual, diagnosed the problem as a heat exchanger leak, gave me a written quote, we arranged a mutually convenient date, they were there on time and completed the job, and left no mess.

Their work was fine, but they kept getting called away from the job. They finished the job on time and did it right, but it was kind of a hassle working with them.

They imediately sent a young man out who flicked a light switch that (1) we didn't know existed and (2) that they had turned off the previous fall. For this 2 minute service they charged us $120 and insisted we pay before the serviceman left. (The entire fall maintenance cost only $180). When we called Centraire to complain, a gentleman who said he was the owner very rudely said (actually shouted) "pay him whatever you think is fair, but if it is a penny less than $100, never call us again for any service." Since we didn't want to get the young serviceman into trouble, we paid him the $120, but switched to a new maintenace service the next fall. Needlless to say, we will never use them again.

They provided HVAC ductwork as part of a remodeling project. They re-routed existing ductwork and installed new diffusers. They were very neat and detailed. Their price was included with the general contractors total cost, so we're not sure of the exact price.

Everything went fine. The process turned out to be more complex than I'd anticipated, as I have weird, shallow joists. The guy from Centraire went to great lengths to fit things in appropriately, and now it all looks great.

Everything went pretty well. There were a couple of issues with the plumbing but they got those worked out. They're responsive, courteous and got everything done in a good amount of time.

Professional, punctual. The only issue was the inspections needed after the install (electric, plumbing) which stretched out the process.

The work went very well. I had a very short window of time and they were very accommodating to get the work done in the time frame I provided.

It could have gone better, especially in regard to the heating system. The technician installed part of system and then left it disconnected to the main house for over 2 weeks during the holidays while heating the uninsulated new space. After the job was allegedly done, I opened the crawl space to find that the half of the ductwork was not connected to the main trunk. I was not at home when any of the heat work was done. However, I was around for (and very attentive to) the reinstall of the A/C, which include moving it to a new spot. That seemed to be done well.

Great work; it was magic. Went to work in the morning, came home and had heat and air in the attic. Amazing!

They weren't very responsive when we had problems. We would have to call 2 or 3 times to get to the right person because they wouldn't call back. We had problems with the initial install not being done correctly, and when they finally did come back to fix the problem, they didn't fix it completely.

They have never formally given me an indication on how much their labor rate is (They charge $130/Hr to fix plumbing ????) and their parts are marked up over 300-500% which is unheard of!!! I have checked with several friends including one that owns his own business for heating and cooling and he thought the price that have charged could have been for a brand new unit. Also, dealing with them at the end was painful as if they knew they were overcharging their customers and they were worried that they were not going to collect.