Custom Services - Heat Air & Plumbing

The service was great, they were always on time and always does what they said they would do.

Things went very smoothly. The work was done properly and efficiently, and the crew was very professional and knowledgeable.

The technician restarted the water heater and explained everything to me. He was by far the best technician I've ever had to deal with whether it was heating, cooling, or water heater issues. I would highly recommend him and hopefully his company knows what a great employee he is!!!!!

Great! Friendly and courteous service. Checked and explained the problem. Fixed problem, inspected and made recommendations for future maintenance.

My technician was Dylan Sandrey and he was polite, wore shoe covers while he was inside, and once he'd checked the system he told me what he had done and answered any questions that I had.

The price was fine. They were competent and timely. There was one worker. They took care of what I needed and they got out quickly.

I've used them for too long and I think they got complacent.

A simple clogged drain turned into a major leak after Tony finished with it. Tony ended up running his snake (cable rooter) through both pipes in adjoining bathroom causing both sinks to leak. When my wife told him the snake was coming through the other wall, he looked at her and said "I was afraid of that". Why didn't he just go through the roof drain in the first place if he had any doubts Could not use either bathroom sink for 3 days. Of course this happened on a Friday and they wouldn't touch it until Monday. They said they would fix the problem for $1,200.00. We called roto rooter and they charged an additional $550.00 to unclog drain and repair the busted pipes Tony messed up. I will Never use this company again. Now I am still looking at the expense of repairing a tile wall under one sink and a sheet rock wall under the other sink.

They showed up on time. They called ahead to let me know they were on their way. The tech was very professional. He even wore shoe protectors to avoid dirt and scratches on the hardwoods. Very thorough, explained everything and got the service done quickly.

Excellent job. We sign up for their maintenance agreement for both our home and rental property. Always work within out timeframe and have been great to work with. Both units are old and CH&A takes very good care of them.

I use Custom Heating and Air for home. For our air conditioning we have used Custom Air. They have always been good. We have a maintenance contract with them. That is a yearly contract that is reasonably priced. They are always punctual and professional. We seldom ever have an unscheduled problem. That is good. The approximate cost is 130 a year. I would recommend that the fact that the quality of their work is such that you rarely have an unscheduled maintenance problem. It is high quality work and good people that they have working for them. It is a fact that the maintenance contract is money. If you have regularly scheduled maintenance twice a year and you don't have unscheduled interruptions. You can rely on your equipment. They know what they are doing.

For the price we got a Goodman 90% or so efficient furnace (enough for the ONG rebate to cover the increase in cost from the 80% efficient model) and a Goodman 13 SEER 3.0 or 3.5 ton air conditioner. This covers a house of 1600 sq ft, one zone. Installation, including replacement of the intake lines since our old unit's lines were too small, was smooth and professional. We would use them again in a heartbeat.

They worked with me on all the issues I had with my heater closet which was an extremely tight fit and worked around the plumber who had to do some work in the heater closet while it was empty. They were very polite and courteous. The salesman did not pressure me to buy something more expensive than I had planned (or could afford) and the technicians were great.

It went well. They really tried to go the cheapest route, at my request, to repair the furnace. I was very pleased and truly appreciate that they would work with me to get the unit repaired in the most cost effective manner. I would recommend their services!

We purchased an annual maintenance contract. The first visit was in the winter. Within 2 days of the "maintenance and inspection" the heater went out. It cost several hundred dollars to repair it and it was explained as coincidence. As "compensation", the manager gave us another year contract for maintenance. In mid-august they came to inspect the A/C unit and within days it was not working! We're looking at ~$2000.00 for repairs. Both times at the inspection we were told things were all in working order. One coincidence maybe but 2 consecutive coincidences... sorry I'm going elsewhere.

It was and is a horrible experience. I'd like to say a comedy of errors but, it isn't funny. When the salesman came he had no brochures or photos of the units to be installed as did the other companies whom I got estimates from. He did not want to leave a written estimate but just a price on the back of his business card. These were bad signs. The price was $200 dollars more than the other Trane estimates I received. However, considering their perfect record at the time on Angie's List, I decided to go with Custom. I called them back and got a written estimate before the install began. Choosing Custom probably cost me more than the $200.00 because I don't know how much less the unit I got was worth compared to the base unit from the other Trane installers. Although I didn't have a brochure, I thought I was getting the base model which was shown on the brochures the other Trane dealers left. When the installers arrived I had concerns about the air conditioning unit right out of the box. It was not the base model from the brochures I had. What arrived was a unit called the Trane XB 300. This unit has a wide open grate which affords no protection from hail and debris. I expressed these concerns to the installers who said they would call the office before installing it. The next time I came out the unit was partially installed and no call to the office was made. The furnace had to be installed in a enclosure in my garage. This required that the door frame be removed. When I viewed the install they had the door open. Everything looked ok. After the installers left I discovered that the outter door frame had just been pushed back in a little without securing it. The door flopped both ways. I found the inner door frame standing in a corner of my garage. They used a white caulk to seal the stack on top of the roof. I pointed this out and I was told that it would dry clear. It's been over a year and that didn't happen. I will have to get up there and paint the caulk because I have a dark roof and it looks terrible. When it came time to use the air conditioning, we discovered that when the unit shuts off it makes a terrible screaching scraping sound which can be heard by our neighbors two doors down, and our houses are not that close together. When the tech came out to check on this, he was not familiar with the unit. He made a couple of calls and worked with someone on the phone. No solution to the problem was given only the comment that it is under warranty. I was given two free ordinary checkup up calls by the company to try to make up for the fiasco. We just had the air conditioning checkup. Again, the tech did not seem to be familiar with the unit. I described all the above but he couldn't find two minutes to actually look at me but just kept working. Again I complained about the shutdown noise the unit was making. He had the nerve to tell me he didn't hear anything unusual. I have two other air conditioning units and many more in my lifetime. I have never heard anything like this, neither has anyone else. BOTTOM LINE: I have been given the run-a-round for over a year. I am just afraid that if I want to sell my home, that this air conditioning unit would not pass an inspection.

Excellent as always/ Top service from this company, which is an employee owned organization - and it shows. I maintain an annual routine maintainence contract with them also, and have been very satisfied.

They were great, prompt and expedient in their work; these things are very important to me.

I used this company for routine twice yearly inspections of my heating and air conditioning systems. Their price for that service was in line with what other companies charge for the same thing. On occasion a repair would be needed, and it always seemed expensive, but again, I think that their prices were in the same league as other comparably sized companies. During a particularly unseasonably warm period in March, 2012, that occasioned use of my AC, a large leak in my system was found. Having had multiple repair costs to my AC and heating systems, I decided to replace the system. Custom sent out a rep to give me an estimate. Not only was their estimate the most expensive of the 3 I obtained, the rep had no "official" paperwork to break out the costs so I could see what was costing what, eg different capacity/quality AC units paired with different capacity/quality furnaces. I finally had to give him a legal pad, so he could scratch out some numbers. By the time he was done, I had a sheet full of numbers and arrows and letters of which I couldn't make sense. In addition, I had trouble understanding the rep when he was describing the work to be done, how it would be done, and other various terms. Call it a communication problem. This experience differed from the other 2 representatives and the estimates they pro- vided me. Both took a lot of time to explain the process to me. This included the differences between the various AC/Furnace units and the combinations thereof so that I felt comfortable making an informed choice. Both of these estimates were less than the one provided by Custom. I ultimately went with the middle choice and was very satisfied with that choice. I will state that prior to this experience, my interaction with Custom had generally been good, so I was surprised by this occurrence. I was also surprised that after 5 years of working with them that no extra discounts were offered just for the loyalty factor.

An AC condensing unit fan seized up on the Wednesday before Labor Day during very hot weather, so I called Custom Services to repair it. A service technician arrived promptly, as promised. He offered to obtain and install a replacement fan, but because the system was about 30 years old and had not performed satisfactorily since we bought the house in 1999 I decided to have the whole condenser, evaporator and furnace replaced with a larger system. A Custom Services sales representative then came to our house to prepare a cost estimate. He evaluated the existing system, including ducting, and provided lump sum estimates for three options. I chose the option which had the highest equipment cost but lowest operating cost. Two days later, on the Friday before the 3-day Labor Day weekend, Custom Services arrived at the appointed time. Two technicians worked approximately 8 hours to remove the old equipment and install the new equipment. The technicians always behaved politely and professionally. As an engineer and a do-it-yourselfer, I can say that they did high quality work. The sales representative stopped by several times to check on the progress of the work and to provide training about how to program and use the new thermostat. I have previously used Custom Services for minor AC repairs and have always received prompt, courteous and high quality service. When I need HVAC work I always call Custom Services.

I make an appointment and they come and perform the service. They are professional and always explain what they are doing.

It went very well overall. The Technician was amazing. Well trained, personable, respectful and very professional. Was honest in his assessment of what needed to be done and the cost. Can't think of any don'ts. Was a wonderful experience. The office called me in advance as to when the technician would be at my home. Excellent customer service on their part. As I said earlier, I would highly recommend Custom Services.

When our outdoor unit condenser fan stopped running, I, being an engineer with electrical engineering background, had already correctly diagnosed the problem. I even had the unit open and ready for the technician, so there was actually very little labor to do on his part. I have fixed a similar problem before, about 10 years ago, so I knew the extent of the work to be performed. I just didn't want to wait on mail-order to get the part in, if I had ordered the part myself, so I started calling HVAC contractors to check their availability to come out and just fix it. It was over 100°F outside, and all the other companies I called that day said it would be tomorrow before they could be out. However, Custom Services was able to send someone out the very same day, so I went with them. They were also highly recommended on Angie's List. The technician was prompt, friendly, and knowledgeable, and I enjoyed visiting with him while he worked. He confirmed my diagnosis, had the part with him, and quickly replaced the bad one, and got the system working. There was no up-sell pressure for any additional services, other than suggesting that they had a yearly maintenance plan, in case we were interested in that. I like their e-mail invoice system, where you get a detailed description of the work and invoice via e-mail a little bit after the work is done. I gave them straight "A's" except for one, the cost, and even then, it was pretty good.. At $208.00, yes, it was actually a reasonable bill, and I was happy to pay it. However, the part they listed on the invoice as $126.00, well, it's actually about $30.00 if I had bought it myself. So, I kind-of feel overcharged for parts. However, maybe the part was really $26.00 and the labor was $100 (labor was not broken out on a separate line-item, except for the additional $79.00 diagnostic / call-out fee). The replacement part does come with 2-year parts and labor warranty, so that was nice to know. Anyway, the price of convenience for having it fixed today was the main factor, and for that, we're grateful. I would definitely recommend this contractor again for future service work.

We have been using them for two or three years. They provide good service. They are excellent and we will use them again.

It went great. They were very polite, clean and neat.