Custom Aire HVAC & Duct Cleaning

Custom Aire installed a beautiful boiler in my house!! The experience was great! The guys, especially Mike W were so easy to work with. They remained professional and respectful of my home while doing a really good job! I now have heat throughout the house and it feels wonderful. Highly recommend!!

WORST COMPANY EVER! NEVER NEVER USE CUSTOM AIRE, INC. This may be long but worth the read if it will save you time, money and aggravation. We had 6 new high quality mini splits installed in March 2022. They are running on two different systems. One mini split was installed in each of our 3 bedrooms with condensation pumps to pump the water up through the attic to our main roof. From the very first use the pumps created an extremely loud noise the woke everyone up whenever they turned on. We had a tech out who told us the pumps should not have been installed on the rafters and he would order a part to quiet them down. Over four weeks later after multiple phone calls we found out the tech closed out the job as completed. Over the course of the summer we had several more techs come out, one of which laughed at how loud they were but did nothing to address the problem. Please realize that no one is getting a good nights sleep. Several more calls and another tech comes and brings the general manager who was professional but gave an attitude like HE was tired of dealing with this issue. He said he would order the parts and have them installed. We never heard from him again. And we still hear the pumps going on every night when we use the air conditioning. Since then, we received a call in February from a woman in the company asking if we wanted to schedule ‘spring maintenance’ appointment. I told her our issues still hasn't been resolved and that still needed to be done and a call back in the spring to schedule. We never got that follow up for either the maintenance or the issues. We did however receive a letter in the mail from them in April asking for $521.60 for our annual maintenance fee. We paid that left a message to set up our visit but still no call. So last night (June 30, 2023) we noticed water leaking from the unit in our living room. The 3 downstair units don't have condensation pumps because the are gravity drained to our basement then the water is pumped to our utility sink. We placed a call last night to their after hours service. A tech called back states he was on a job that would be awhile but he would be out. He then told us the fee would be $130. We disputed the fee and explained the issues we were having since the units were installed. He said he would call his general manager to see how he would proceed. He called us back and said we would still have to pay the fee but we could call the general manager today. He said it was a GM with a lot of experience and he should be able to help. I even asked if the manager would be in on a Saturday during a holiday weekend and was told he would be. I called today and the answering service stated no one was in but a tech would get back to me. CUSTON AIRE, INC. HAS THE WORST CUSTOMER SERVICE, POOR DESIGN, POOR INSTALLATION! They took our money and ran, not caring about the customer or their finished product.

Excellent service as usual. Technician Matt was very professional and explained everything

Custom Aire is an exceptional Company with exceptional people! I have been a long time customer and every interaction with the entire team has been excellent. My water heater died, and Jessica, who is amazing, immediately facilitated everything, and I was able to get a new water heater installed the same day. James Carr installed the water heater, and he was terrific. He was knowledgeable, talented, prompt and kind. I am very grateful, and would recommend Customer Aire without reservation.

Terrible customer service Excessively high prices Will never hire again or recommend

I have used Custom Aire in the past and been very happy with the service. Unfortunately, this time my experience with them was incredibly frustrating as they recommended an extremely expense (and turns out unnecessary) repair, and then charged me for a "repair" that I did not approve and which did not result in my AC working. The one positive of the entire experience was that Custom Aire was able to send a technician the same day I called them about the issue. During the visit, the tech inspected the AC unit and informed me that I would need replace 3 items (1) the control board, (2) the capacitor, and (3) the motor, in order to fix our system for a total cost of ~$2,400. However, the tech really recommended I replace the entire unit for ~$6,000, since my unit uses the older R-22 refrigerant. Given the high price, I had a 2nd company (TJB) come out to take a look and provide an estimate. The TJB tech diagnosed only a bad capacitor and replaced it for $175. My AC then started up immediately and has now been working perfectly since then. I even asked the TJB tech to check the amps on the motor, and he confirmed it was operating normally (the Custom Aire tech stated it was overamping, which was the primary issue). The 2nd issue with Custom Aire is the cost of the diagnostic visit. I agreed upfront to pay $85 for them to come to the house and do the diagnostic on the AC. This is customary, so I have no issue paying this. However, instead of charging me $85 for the visit, Custom Aire charged me $397.50. I did not know about the additional charge (beyond the $85) until I saw a much higher charge show up on an invoice they mailed to me the next day. When I called back to ask about this, they told me this was the additional cost for the tech to repair the capacitor. At no point during the visit did they ask me if I wanted the tech to repair this, and I don't understand how they can say it was repaired if my AC unit was still not working when they left AND they still recommended replacing the capacitor as part of the $2400 repair. I have called them several times to undo the "repair" charge, but they are unwilling to refund this. Overall, a very frustrating experience, and I would not recommend them based on the pricing, inability to correctly diagnose the issue, and customer service.

I set up an appointment with James (Service Manager) on Thursday. The appointment was for Friday between noon and 4:00 p.m. When the service technician did not show up by 4:10 p.m., I contacted the office, and the fill-in receptionist or answering service could only take a message. I left a message for James. Under the circumstances, I expected a return call on Friday afternoon/evening which I did not receive. Customer service and punctuality do not appear to be top priorities for Custom Aire. It seems that Custom Aire does not need the business or does not wish to service my location, or perhaps, both. Whatever the actual reason, I would not recommend Custom Aire based on their lack of responsiveness, customer service, and punctuality.

They are very good and I would recommend them.

When i first called they came out and did a great job. But then I needed a new hot water heater; the quote from Custom Aire was more than $300 higher than the other estimates I got.

WORKED EFFICIENTLY AND CLEANED WORK AREA BEFORE LEAVING. CHECKED ALL SYSTEMS FOR SERVICEABILITY AND SAFETY.

The price was accurate to what it should be.

They did not respond to my attempts to contact them. They only filed the permits when the township threatened to fine them.

The technician spent a lot of time going over everything very carefully and even cleaned out the outside Air Conditioner which was full of leaves and greens from the surrounding flowers.

When I called them for an estimate, their customer service was less than satisfactory. It was less than low. They said that I had called them two years before and that they didn't really want to service this area. I was like, "no problem".

Great. Very professional, informative, did a great job. Cost more than the groupon price which was a little disappointing but were more vents then were covered on the offer and my HVAC system was in bad shape so the cleaning for that was more entailed. I was really pleased with the work.

I hired Custom Aire for installation of Mitsubishi heating and cooling units several years ago. I was happy with the work at that time. Recently, one of the units stopped working, and I had someone come out to assess and repair the unit. It cost $100 to diagnose the problem and almost $400 for them to come back and fix it (they do not give you a discount if they return to do the repair after they diagnose the problem). The same guy who diagnosed the problem came to do the repairs, and after about an hour and half, told me everything was working fine and had me sign the work order without showing me that the unit was actually fixed. After he left, I went to turn on the unit and it did not work. I called the service department, and they sent a different repairman to check the unit. They did not charge me for this reassessment, which I expected as I had already paid for the unit to be fixed, and it had not been. The second repairman diagnosed a totally different problem. I talked to the service department about having that problem fixed, and Matt, the service department manager, let me know that he would charge me full price for the second repair. When I questioned why I would be charged as I had already paid for repairs that did not actually fix the unit, he told me -- without any proof -- that the first repairman had fixed the unit, that it was fully functional when he left my house, but it had broken again in the 20 minutes between when the first service repairman left, and when I went to turn the unit on. Of course, that would mean that the unit had broken while it wasn't even running. I asked if I could speak with someone else, and Matt patched me through to what he said was the owner's phone. I don't know if it was actually the owner's phone, because no one picked up, and the voicemail did not identify whose phone it was. Whoever it was, they haven't called back. I'm out $500, the unit still doesn't work, and if I want to give them a shot at actually fixing it, it's going to cost me a boatload more. I'm trying to figure out who to report them to, as it seems to me they fraudulently took my money for the first repair. I don't believe for a second that the unit broke in the 20 minutes between when the repairman left and when I tried to turn it on, and they charged me anyway.

They were great, clean, arrived on time, and got the job done ahead of time. The units works well.

Custom Aire was very professional from initial inspection and bid, through complete system replacement. They used high quality products and everything has worked well since the installation. They also followed up to make sure that the heat and AC are working well. They were slightly more expensive than the lowest bid, but I had more confidence in their expertise and technician's skill than in the other vendors.

Fantastic. For the second time in a row, I had the same tech, Jon Keppol come out to my house. He was on time and wore booties for cleanliness. Jon is about as professional as they come. A super sweet, efficient and knowledgeable guy-doesn't mind a chatty customer either! Part of the maintenance involves cleaning the compressor and nobody has ever done as complete a job as Jon. He really put in the time and the work and I felt confident when he left that my AC system was in great shape. I hope he stays with Custom Aire as I will request him in the future.

I have used their service several times, my dryer vent runs a long distance under the crawl space to the exterior wall and must be cleaned annually. I am always satisfied with the service.

It did not go. There was no phone call so I am giving up and choosing another vendor. This company has the worst customer service I have ever experienced and I would never recommend them. I have never had to chase down a vendor and was foolish to have kept at it so long.

They have to come back multiple times to get it right. The entire experience was a complete nightmare.

Great! They wore protective covers over shoes to protect my floors.

Fantastic! From the sales team (Justin) to the installation team (Tom) and their administrator (Alexis), our experience with Custom Aire was terrific. They really know what they are doing, they are thorough from beginning to end and they are all so friendly, too! We liked them so much that my elderly uncle decided to use them to replace his entire system yesterday! Justin again came through for us. He hasn't had anyone work on his house in 25 years and he worked for PSE&G for 35 years! We love the ventless system by Carrier which was installed on our four seasons porch to cover both winter and summer months and you don't even realize that it is on!! It is great. I would highly recommend this company to anyone, friends, family and strangers! Thanks to all of you for a brilliant job! And they were the lowest estimate, too!!

The estimate was reasonable and the work was done in clean and proficient manner. The interactions with staff were pleasant and easy.