US Air Heating and Cooling

Albert thrower was unprofessional. Messed up my carpet and wall. His tools were everywhere. After he replaced my blower motor my unit stop producing cool air since he mixed-up thermostat wires and blame that wire system should not supposed to be like that. Even it has been working with my other units fine. I end up paying them $250 for thermostat and $1100 for motor replacement. Becareful from them. Scammers!

One 7/12/2023 I have noticed one of the two AC's in our home not producing cold air. I have found a company US Air Heating and Cooling and contacted them for service. The technician Albert Thrower came over on 7/13 and spent about 10-15 minutes at my home. He has looked at the condenser unit outside, went to see the furnace coils unit upstairs. Without much investigation told me that he needs to do a leak test on the system. At the end of the test which was just a few minutes he said that there are no leaks and that he thinks the TXV Metering Device inside the coils is freezing and should be replaced. However he has not provided any information or pricing on next steps. Promised to call me by 10am the following day once he can determine the parts and availability. Charged me $245 for the visit and left. I never got a call the next day. I have then called US Air Heating and Cooling and asked about next steps, prices, timeframes. I spoke with Margaret who said she is just the dispatcher. She promised to look into this and get back to me. A few hours later I got a call from Margaret telling me that parts are not available anywhere in the area and that they would need to order them and it might take around a week to get them. She again did not know the pricing and told me that the technician Albert Thrower is too busy to contact me. I then called another technician from E Genius Appliance. He came same day on 7/18. Spent about 1hr. Said that only pressure needed to be adjusted, made the adjustments. No parts were needed. Gave me 1 year warranty. Told me it's an easy fix. I have tried to contact 3 times US Air and Heating to resolve the situation and request a refund for the visit. I was told that a manager Curtis Rawdon would call me to discuss. It's been 3 days. No calls. At the end of the day I can probably be an AC technician knowing nothing about the AC's visiting homes, not fixing anything and charging $200+

It was all positive they gave me reasonable price and they cleaned up the system works.

This company installed our HVAC unit when the home was built. We decided to use them for maintenance and system checks and paid them over $200 a year to come out twice a year for this. When we sold our home, the inspector found multiple tiny gas leaks in the unit that had been leaking into our attic SINCE THE HOUSE WAS BUILT. So dangerous and scary to think about.The buyer got a second opinion and they verified the leaks had been there since the build. They refused to fix it nor give us back our maintenance money since obviously they were not really doing the system checks! So unethical and dangerous.

Two years ago, US Air Heating & Cooling installed a new Lennox AC, Furnace, and thermostat for me. After many service calls over less than a year it became clear that US Air was unable and/or unwilling to correct the recurring issues with all units and had no commitment to deliver a properly operating (brand new) system. I finally had to turn to another HVAC contractor who, working closely with a Lennox customer service rep, has resolved all issues. I now have a system that is finally operating as it should have from the beginning. In fact, it is operating exceptionally well. Between the techs and the Lennox rep it was determined that all the issues were the result of faulty installation. At this point I have incurred, over the initial cost, close to $2,000 in costs to correct the faulty installation, excess electric billings, and an additional amount they have, in effect stolen from me in a misrepresented warranty plan. In addition to that, I still have the damage that was done to my wall in the installation process. Just the most significant of the issues encountered with the system/US Air: • The originally installed (Wi-Fi) thermostat tended to reboot itself frequently, shutting down the whole system for periods of time. As US Air did not understand the problem, I spent much time with Lennox support who finally acknowledged that this was a known issue with that model. With that info in hand, US Air did, reluctantly, replace it with another model. • During the hot months following installation the system would run almost constantly, barely maintaining 74 for most of the day and creeping up in the late day. My electric consumption was excessive, resulting in exorbitant bills. After several calls, they finally decided the (new) coil was bad and reluctantly replaced that. By then it was end of summer, so no opportunity to assess the result. • During for my first routine service, the (US Air) tech asked how long it had been running with no filter. As I had not even been up there, I can only assume that no filter was installed with the new unit. He then wanted to charge me for a filter, which I protested. As the tech indicated that if he gave me a filter, they would charge him for it so I suspect he just put in an old dirty one that he told me he had found lying outside it. • During the winter there were intermittent days that the furnace would shut down in the early morning hours and not start again until late morning. A tech came out, arriving just as the heat finally did come back on. He did not really look at the thermostat, briefly went upstairs and told me I was expecting too much of the system. After that, though I adjusted the temps and schedule, it continued operating fine some days and not others. It was at that point I decided to try another contractor. o The new contractor showed me photos of the system with wrapping and tape hanging loosely around various parts of it, explaining that he felt it was a sloppy install and needed to be properly sealed. In addition, apparently the insulation that had been (to prevent freezing) around the condensation line was removed during installation and not replaced. As a result, the line was prone to freezing up, causing it to shut down during the wee hours of the colder days and not start again until later thawing. Hence the intermittent problem that US Air had not diagnosed. • The AC ran OK during most of last summer, becoming sluggish near the end. On routine service this spring, the (new contractor) tech found pressure readings indicating a problem. Working with the Lennox rep during diagnostics, they found that the coil again needed replacing, along with some related parts. The Lennox rep was involved in the full process. Between them they determined that something done improperly during installation and persisting after the first coil replacement was causing the AC to force oil into the system at such extreme pressure during start up that it could not be drawn back out as it should, thus chronically clogging the coil and related filter. This was confirmed for the Lennox rep when I mentioned that I was pleasantly surprised that it was so much quieter, previously always having sounded like a small explosion on start up. • US Air had sold me what they called a ’10 Year Parts & Labor’ warranty, telling me that it would be honored by anyone else, if I ever chose to have another contractor for repairs. I found that to not be true. Lennox/AIG approved a full refund of that policy, sending US Air 100% of their cost. US Air chose to prorate my refund (two months after being released by Lennox/AIG) by a period even longer than it had been in place, saying that if they didn’t then they would have to bill me for all the service calls they had made and still not effected the proper install I had initially paid them for. • Two reasons I had no hesitation with US Air for the replacement were 1.) I had heard good things and I know many people are happy with them. I guess all is fine until something goes wrong, at which point it seems their business practices change. 2.) I believed them to be BBB accredited, according to the BBB logo shown on their website. On further checking I have found that BBB shows them as not accredited. One must wonder then if you can trust other qualifications claimed on their site.

Install seemed OK, but we went around and around (including with Lennox, who was of no help) for six month before they finally figured out that the brand new system had a defect requiring replacement of the coil. And that the new thermostat had issues known to Lennox. All the while, I had unexplained huge summer electric bills. Finally all resolved, but I wouldn't go through all that again. And, I still have the (not major, but still) damage caused during install

I was very impressed with their desire to be focused on the customer's "needs and wants" when it came to putting in an entire HVAC system. Based on their follow-up after the initial house assessment, they seemed to want to work with us more than the other companies we were considering. We LOVE the high efficiency AC unit with variable speed fan and Humidity control, as well as the high tech iComfort thermostat (like an ipad mini). We never feel or hear the AC come on, and the house is just always comfortable everywhere. The reasons for the "B" ratings on Responsiveness, Quality and Professionalism were: Responsiveness: There was a misunderstanding about a $600 Duke rebate that took longer than I would have liked to get sorted out. But they did step up and make us whole after all. Quality & Professionalism: the quality of the installed equipment was terrific. The crew who installed it left the cleaning up in the attic to the junior guy, and he did a lousy job. When I inspected the work in the attic after they left, and contacted Curt, he came out personally with the crew member to show them what was expected in terms of cleaning up after the job. I guess Curt saw it as a teachable moment for the technician.

Outstanding experience. Very truthful about what I needed. I highly recommend the company.

unknown

Excellent! Quick, courteous, punctual, good value for my money. They called me about 30 minutes before their scheduled arrival to let me know they're on their way. I needed my refrigerant levels checked in my AC unit, and they were honest that it is hard to check refrigerant levels when it's cooler than 60 degrees outside and we rescheduled my appointment to today. I really appreciate this honesty and respecting my time and not trying to get an extra service fee or something by coming out twice. It turned out that the refrigerant levels are fine and my outside unit just needed to be cleaned. I decided I want a new thermostat installed and they are coming back tomorrow to install it.

Excellent! Quick, courteous, on time. Good, honest service providers. They installed my outside unit a few years ago and I called them back for service when my unit wasn't cooling quite as much as we thought it should. They were honest about not being able to check refrigerant levels when it's cooler than 60 degrees outside when I scheduled my first appointment and we rescheduled for today. I really appreciate this honesty and respect of my time and not trying to get an extra service fee or something by coming out twice. They called me 30 minutes before their scheduled arrival to let me know they're on their way. It turns out my refrigerant levels are fine and my outside unit just needed to be cleaned (badly!). I am going to stick with the yearly maintenance plan from now on!

I've used US Air for 2+ years at our Sun City Carolina Lakes home and I've been very pleased. We went through 3 other unsatisfactory service providers before finding US Air. Many of our neighbors now use US Air. They make 2 scheduled visits each year (fall and spring) to check out the furnaces and AC units. We have 2 furnaces and 2 AC units in our full basement home. They have never tried to up-sell us and they encourage us to buy our filters off the internet (less costly) and they will install them free. On two visits (2 out of 5 so far) they have found parts that were beginning to wear or showing early signs of failure. In each case they brought the part to me, explained my options, and asked if I wanted to repair it before it failed or wait for failure then they would come out and make a service call. They were fine if we wanted to not repair it, and they were fine if we said go ahead and repair it now before failure. In each case they gave a good explanation of what they found, what symptoms it would cause as it failed further, and what I could expect. I have found them to be consistently honest, professional, and treated me like I was a family member or friend they were taking extra good care of. I wouldn't use any other HVAC provider!