Fire & Ice Heating & Air Conditioning, Inc

I have been a fire & ice customer for years. I stick with them because they are always on time, professional and very courteous - very well run company and I have dealt with multiple service techs for tune up/maintenance and they have all been very good. When my friends are having issues with there units, I always recommend fire & ice!

The AC Tune Up was fine....But, the five hour scheduled service window was excessive and the technician did not arrive until an hour after the 5 hour window. While waiting I did call the company to inquire about the delay and ask when the tech would arrive. The woman I spoke to said the tech was running late. He wasn't going to arrive until well after the service window and I asked if they could offer a discount for the inconvenience. The woman (Jessica?) said she'd call the tech (Jimmy) but she didn't specify what amount I'd be offered. Jimmy arrived at almost 6PM and said no one contacted him about any discount. He's a field supervisor but claimed he had no authority to adjust the cost and the shop was now closed so he couldn't/wouldn't call. Fire & Ice offered no Angi or Senior or other discounts for tune-ups this year and in fact had raised their rates this year. When I complained to Jimmy about the excessive wait and no attempt to discount their rate his response was to offer me an opportunity to Reschedule. Mind you, he's now here at my house after I've waited 6 hours for the tech to arrive. I was not a happy camper and not satisfied with this type of response. Needless to say, I instructed Jimmy to just do the service as scheduled. I did text the company to inquire about a discount to compensate for the excessive wait but got no response. Although the AC Tune Up was fine I've given a low rating because of the excessive delay and failure to discount their fee to help offset the inconvenience...especially since I've been a long time customer with Fire & Ice. Very disappointing.

Technician Jimmy showed up right on time, got right to work. Made a few suggestions to add their maintenance agreement and perhaps switch out the Trane thermostat with a newer model. I declined both but appreciate the suggestions. He provided a detailed service summary for the furnace and AC to comply with Trane warranty. Left work areas in good/clean condition. An Angi discount coupon was not available, unfortunately. I would have given 5 stars if he had reprogrammed the thermostat to my usual settings before leaving but most companies don't do that for you even if you ask.

Initially, the experience was good back in 2009. At the time, I just bought a house and decided to replace the whole house HVAC system as a proactive measure. I had over 5 companies come out and provide their estimates, warranties, assurance of equipment function up-to 20yrs, labor support, etc. Even though I had some of the big name companies come out with good offers, it was a time I was proactively trying to ensure small businesses were getting out support. In this case, I spoke several times with Fire and Ice (small company at the time). I recalled speaking to the owner/manager at the time, requested they help provide a system for long-term. F&I ensured they would provide the best system for my home plus that it will last over 20yrs with a 10yr parts/labor as long as I continued with the annual tune-ups and maintenance. The first 5yrs were good - mainly with one of their techs Corey (very skilled and great customer service) but unfortunately he left the F&I company. From there on it was hit or miss dependent on whom came to provide us service. This was manageable but I did follow up to inform F&I on a couple concerns (even one time during a Homes & Garden Expo event) including one service tech not wanting to check both Heat Pump and Furnace during tune-up/annual maintenance (claimed he could only check one device as the other device check was not needed). Things were not looking as great as they did in the beginning and I did try to speak to F&I (follow up was declared but not always completed). Fast forward to September 2020, I started hearing an intermittent noise from the heat pump. I provided as much detail over the phone emphasizing on the "intermittent" and later had provided audio recordings. A visual check was performed October 2020 (plus I was charged $89) with no outcome because the noise (error) was not present at the time (even though I provided audio recordings). Very same day the noise returned, I mentioned and requested F&I there has to be more to be done to avoid this getting worse. In the end, even when things are intermittent there has to be extensive diagnostics to be done and/or follow up with subject matter expert within the company (having audio, description of symptoms, etc.). After several phone calls and emails, I started sending actual videos and more details (again, I am not an HVAC tech) but did my best with specifics (times, conditions, noise present, noise not present, etc.) including my concerns diagnosing this to avoid getting any worse. After several exchanges, the agreement was they would send a subject matter expert / experienced technician during my upcoming November 2020 annual tune-up. On the tune-up/maintenance day (first week of November), F&I sent two technicians but the problem was one of them was in training and the other just got out of school within the month. It is not the two techs fault not finding anything since they are not experienced, but this is another continued instance F&I failed even though I had made several requests (providing detailed emails and audio/video evidence). Some of the emails I sent to them included verbiage asking them "...let me know what I need to do to help you guys diagnose this issue before it gets problematic or causes a break condition". Again, shouldn't come down to the customer basically asking many times over for help after being a 10+ years loyal consumer (including the annual tune-ups). Several more phones calls and emails later (with more video evidence and details scripted), a service/technician manager was scheduled (last week of November) to finally take a look (this would be a 4th/5th person). This person's assessment was there was a specific device failure (reversing valve and/or compressor) failing intermittently. Again, started discussing with them 2+ months ago regarding this intermittent failure and it was starting to get worse. The suggestion was to order the parts and try to schedule an appointment for replacement which was ~$2.5k and unclear on scheduling. January 2021 - Yes, this went on onto the new year because of their holiday scheduling availability (we were available always to get this done, especially with kids and one on the way). Our priority was to get this rectified ever since we started asking (basically begging) for help since late September/Early October 2020. In the end, the technician (I appreciate the this technicians honesty) and discussion resulted in the heat pump no longer to be serviceable (not recommended to replace the single device) and to instead replace the whole heat pump (which will require furnace replacement too even though that had no issues). Since the cold temperatures came early fall, we had to run on the furnace mainly to avoid damaging the heat pump more - only to be informed the heat pump can't be fixed any longer. This turned from a customer request proactively asking/begging for help on a "intermittent noise" to Fire & Ice recommending a full HVAC replacement upwards of $10k+. As mentioned, this initially started well. After 5yrs the services/tune-ups were about 50% above par. And final nail in the coffin was this holistic failure from ownership/management because even though they couldn't figure this error for months - they easily explained they can have a full HVAC replacement (~$10k+) within the week. How convenient a small error which could have been avoided turned into such a fiasco. I did in parallel contacted a couple HVAC companies, to an extent they understood the noise just through verbal discussion. One company (Five Star HVAC) even went further indicating, this would have been escalated immediately through their team until diagnosis was identified plus they have a group of partners throughout Ohio to rely on subject matter expert knowledge (if a diagnosis is not immediately identified). Basically, I went against my better judgement to support this small business that was less than 12 employees back then and now they are much bigger not taking care of their loyal customers. It costed us time/money and they did try to give us a "coupon/discount", but it still remained near the $10k costs. I don't expect an HVAC system to last forever, but just over the 10yr period to have full failure after performing all the Fire & Ice requested annual tune-ups/maintenance by the company (which each has its own annual costs) this is just unacceptable. Hire them at your own risks, but view their negative reviews before you do - as long as things work it's decent; but once things get beyond the scripted fixes they prefer to just do a full sales installation. I expected much more from ownership/management, but figures some small businesses forget the customers that helped build their company. If F&I refute/challenge any of my statements/experience, I have plenty of audit data from before the installation period.

They gave our furnace a tune-up. They were kind and respectful. They wore masks.

The Fire & Ice technicians spent 11 hours (twice the typical amount of time) installing the Trane units and were clearly incompetent and didn't properly perform the installation. The furnace encountered repeated issues with high pitched noise and function issues throughout the first 2 years despite repeated visits with various technicians. At my request the business owner agreed to extend the labor warranty beyond the 1 year limit. Eventually, the problem was resolved. However, technicians that have since serviced the units for the annual spring & fall tuneups have mostly been less than competent and one even forgot to reset the system so it could turn on. Technicians had to return to fix or reset what the previous techs did. Needless to say, I had to arrange to be home (again & again) each time. There also appears to be a high turnover of technicians. Finally, I found a competent tech with that company & will only allow him to do the tuneup services. I held off writing this review given how long it has taken to see when this project will finally be completed to my satisfaction and as promised.

Thursday 12/12/19 Via their website ("Contact Us"), I sent Fire & Ice the following two emails regarding my concerns with their most recent service. I have been very patient waiting for a response, but have heard nothing from them - not a phone call or email. Originally, I used an Angie's List coupon to give them a try on 4/23/18. I was happy with their service, and posted a positive review on this website. Consequently, I dropped my old HVAC company and signed up for the maintenance plan with Fire & Ice. Until this point, they have done a good job. Now things have totally changed. I don't know what has happened to their customer service. To not receive any communication from the Fire & Ice has been extremely disappointing. Here are my two emails: Wednesday 11/20/19 I just had my furnace inspection and cleaning on Monday, 11/18. As usual, James did a great job. However, I think there was a miscommunication about the cost of a repair that I had James perform. During the inspection, he discovered that my igniter was going bad, and asked if I wanted it replaced. I asked him how much that service would cost, and he said $199, which I thought was steep. I asked if - since I had the "Better" service agreement - I would receive 10% off of the $199, and he said "yes." So, I joked with him that the 10% would save me about $20, which I could use for a few Bud Lights! Consequently, I agreed to the repair, and even though it only took him about 10 minutes to replace a part that on Amazon sells for $15-$25, I thought paying $179 to have a professional install it was worth the price. James then went to his truck to get his computer/pad, and returned with the "digital paperwork" so that I could pay the bill. Imagine my surprise when he said that I was being charged $284. 05!!! Because of this, I was sort of numb and in shock, so I didn't ask him why the charge was so high. Consequently, I wrote a check for that amount, thinking that maybe the invoice that I would receive via email would breakdown the cost, itemizing some things that I was not told about in my initial quote for the job. Well, when it arrived, unfortunately, the invoice only listed the total cost of $284.05. No itemization was given. It's as if a random number was pulled out of the air. My question is: was I overcharged? Misquoted? Tricked? Was a simple mistake made? I have no idea where the amount of $284.05 came from (I have calculated charges of both $199 and $299 minus 10% plus 7.5% tax, and neither come out to that amount). If I had known that a simple igniter replacement was going to be that expensive, I would have done it myself. Please look at my bill and explain to me where the amount of $284.05 came from, and why I was told that the cost would be $199 minus my 10% discount. I am hoping that this was just a innocent error of some sort, and that it will be corrected. I have enjoyed the good service that Fire and Ice has provided me in the past and would like to continue to do business with you. However, if this is a new practice that you have (misleading and overcharging customers), I will have to look elsewhere for my HVAC needs. Tuesday 12/3/19 About two weeks ago, I sent the email above, and have received no response. On the other hand, I have received several emails asking me to go online (Facebook, Yelp, Angie's List, etc.) and give Fire & Ice a high rating and review. From my email, if I post some reviews, you can tell that they would be as low as possible, especially since I have not received any response from Fire & Ice. Since I have not, I guess I can go ahead and write the negative reviews. I am very disappointed. What happened to "Your Trust Is Our Business?"

Fine. It work out fine. Using them for a couple of years. Fix a furnace after a flood. They are now our official company. Price is fine.

It went great! We were very pleased with the whole experience.

Our technician, Joe Neal, was great to work with. He explained the issue and all of our options. He made the repair and discussed the condition of the system. Joe was very courteous, professional, and thorough. I did not feel that he was pushing services/products on us that were not necessary, which I truly appreciated. I would definitely use again! Thank you!

Had used them for years and spent a lot of money with them. Recent preventative maintenance call turned into a tech pushing a $220 hard start kit on me. I have no need for one and absolutely no symptoms requiring they add a $20 part for $220. I was assured that it was $220 because of their training and labor costs. It's expensive to employee scam artists. I knew this was a scam and called the Service Manager. He actually defended the practice but sounded very nervous in doing so. I put out a message on Nextdoor to make sure the standards hadn't change and everyone responded in the same way. Unnecessary part unless you have symptoms and it's a scam otherwise. I cancelled my service contract and the Service Manager had the guts to call me and double down on this claim. I hung up. The owner of this company used to be involved in all customer communications to be certain everyone was treated fairly and with integrity. At least that's what the salesmen told me when I asked why he was being CC:ed. I don't know what happened to the owner but I can tell you sir, the opportunists have moved in and they're ripping off your customers. If they recently convinced you to install a hard start kit, call them and demand your money back or file a BBB complaint.

In short, they don't stand by what they sell (and they charge more than the competition). I purchased a high-end replacement Trane AC unit from them and then a humidifier in 2017 and I've already had problems. The humidifier didn't work because they installed it wrong, but it took them a year to figure out. On top of that, the humidifier is not fully compatible with my AC unit, which they didn't know until a year later and they had to jury-rig the thing. Then when the entire AC stopped working 1.5 years later, the owner said he won't come out if I don't pay $100 for a service call. Complete garbage. My other unit is 25 years old and has zero problems in years. I'm calling Buckeye Heating and Cooling instead--they were good to me for many years and charge less (I should have purchased a unit through them). I wonder if they'll tell me that this one was installed incorrectly. I'll update this post.

The installation went well. Layne H and Brian did a great job.

We purchased a new furnace and a/c unit from Fire and Ice after receiving three additional quotes. All quotes were equally competitive but we chose Fire and Ice based on sales consultant Cameron's presentation. He emphasized his companies business model that stressed their commitment to quality workmanship, customer satisfaction and reliable Trane products. The installers, Bryan, Demetrius and Justin, arrived on time and spent 7 hours replacing both units. They were courteous and professional. When they left the work area was spotless. We would highly recommend Fire and Ice.

Great. They were professional. They went about their business in a timely and efficient manner. I was very pleased with the installation. I would hire them again.

it was very professional. They were competent and shown up promptly and scheduled. They were honest and did a good job. Prices is reasonable.

The entire process went smoothly, the technicians were professional and their supervisor who inspected was very accommodating regarding a change in the location of the filter so that it's easier to take in and out. The change hasn't been made yet, but I'm confident that they will make it right. Would definitely hire them again!

Dale and Austin were great! They arrived on time and were very professional. they worked very hard in cold and cramped conditions to replace 30 year old furnace and a/c units. They didn't even stop for lunch! They placed tarps down to keep the carpet clean and swept up after they were finished. We will definitely use Fire and Ice again!

The sales person was very informative and answered all our questions to our satisfaction. We had a comparable offer from another company, equally informative. We only went with the other company because it is locally owned, and Fire & Ice had been sold to a larger national chain.

The purpose of the visit was to perform annual maintenance on our furnace, something we had neglected for the past few years. Derek pointed out several issues and asked for our okay to address them, such as removing the blower and performing a deep clean. It obviously was in bad shape and we appreciated that Derek could address this additional requirement in this same visit. He did an excellent job with the furnace service and thoroughly cleaned the area before he left. We're been please with our furnace and AC that we purchased from Fire and Ice but are most especially pleased with the follow-up attention this company gives to their clients. Side note - Derek noticed some corrosion on our overflow tank for the hot water heater and suggested we have it serviced. This saved us a huge headache since the company who fixed it also scoped our sewer line and discovered a huge tree branch nearly blocking the flow. We probably wouldn't have discovered this before a major sewer back-up if Derek hadn't noticed the corrosion and pointed it out to us. Thanks!

We purchased a new house and the inspection turned up some issues with the HVAC. The units were older and I was anxious to find out if they were in good condition or not. The sellers called Fire and Ice to inspect the units. The F&I technician said that they checked and cleaned the units, did some minor repairs and said they were working fine. About 6 weeks after this service call, we move into the house and we immediately notice that AC is working properly. I call another company for service. The tech from this company shows me that the units were not cleaned (obvious years of dirt and muck) and both units are very low on coolant. Too low for them to have been passed by any inspection. I'm not sure what the Fire and Ice technician actually did based on the report they gave vs what we found when the other company inspected the unit. So many obvious issues that they missed. I have since had another company look at the units as well and they are reported the same findings. Now, instead of my sellers having to pay the $1000+ service call to fill up and fix both units, I'm stuck with it. Fire and Ice failed.

Staff friendly and professional. Service performed as agreed upon through quote given. Unfortunately the company was unable to install unit for 4days after I committed to them, due to it being so busy. Thankfully they loaned us a window ac to help keep things bearable. Thank you for your service.

Went great. Arrived on-time...finished early

The technician was a couple of hours late, but he had gotten held up on another job; these things happen. Once he did arrive, all of the work was completed diligently and thoroughly. Very professional and courteous.

It went well, I've never had a back tech over here. I've been very happy every single time.