Shelton Pride Air Conditioning

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We have a home warranty policy from American Home Shield. When our A/C unit began making a loud noise but was still cooling, American Home Shield contacted Shelton's Pride to come repair the problem. The first thing the Shelton's Pride repairman asked when he came into our home was "Do you have it maintained regularly?" He didn't ask where the A/C unit was or what the problem was (things a repairman would ask right off the bat.) We told him that we take care of it by regularly changing the filters and keeping the outside unit clean and free from debris. With that, he went into the attic, dismantled the casing of the blower motor leaving us with no A/C, and then came out of the attic and declared the problem was caused by a dirty blower wheel causing the damage to the shaft and breaking the squirrel cage. He had taken a picture of it on his cell phone to send to American Home Shield. In showing us the picture, he said you couldn't see the dirt too well in the pic, but it was enough to cause everything to break. He went on to tell us that he didn't know where to find the replacement parts (our unit is only 10 years old). He collected the $60 service call fee and said he would be reporting back to AHS. He never bothered to bring down the actual part to show us the dirt on the motor fan or ask us to come up to look at it, nor did he put it back together so we would at least have A/C (it was 99 degrees outside). AHS called to say that based on his findings, the claim was denied...that is until he actually submitted the picture of the supposed "dirt". AHS called me within the hour of receiving the picture and said they were sending out another company at no additional service fee to us. The second company's service guy took a look at the motor fan, shook his head and said there is no way this little bit of dirt would have caused this to break. He said he had seen 2 year old units with more dust than ours. I showed him our invoice and noted that Shelton's Pride had not even bothered to give us a quote on repairing the A/C, but did quote a high priced maintenance plan. It seems that Shelton's Pride has a reputation for coming up with reasons to disqualify your home warranty claim because they don't stand to make much money from the job. It was crystal clear at that point why the first question the repairman asked was about regular professional maintenance....he was setting us up to disqualify the work before he ever looked at the unit. The repairman from the second company said it was obvious that we did a good job of maintaining the unit being that the motor fan was a dirt-free as it was. He made the repair and has us cool again after being left in the heat for a week by Shelton's Pride. I would dissuade ANYONE from using this company. They took the $60 service fee, did nothing but take apart a unit that had been cooling until he got there- leaving us with no A/C- and was dishonest with their report of the problem because they didn't stand to make enough money on the job. This truly is the most dishonest company I have ever dealt with. My husband saw their van at a home in the neighborhood. He later asked the homeowner what their experience was like and Shelton's Pride had scammed them too.

If you just want the "quick version" AVOID this company. FYI - This company now goes by "Empire Air Conditioning & Heating, LLC" Here's my story... I contacted my home warranty company regarding my A/C on a Wednesday, and they said they would send a local company. I was contacted that day by Empire and they said the soonest they could have a tech out was Friday (2 days in 100+ degree weather). Then I was told the tech would be out in the morning...he didn't show up until around 6pm (lost a day of work there). They said the tech had car problems in the morning (which if that is the case, why didn't the call me in the morning saying he was going to be late). So, the tech came it he was nice...seemed knowledgeable. He said that the "coils" needed to be replaced. He said he would call it in, and they would order the part on Friday (Great another 2 days in 100+ degree heat). On Monday morning I called 1st thing to verify all was good/ordered. The person who answered was rude, they looked up my account, and said that there was no record of a tech visit, and that they would call the tech and call me back in an "hour or so". As of 4:30pm I had not gotten a call, so I called them back. Again, rude person answered, and said the same thing, there was no "tech notes" and they would call the tech and call me right back. At that point I called my home warranty and they call...and they told them they would call me back within the hour. Now it's Tuesday...I called Empire and there is no answer. I called several times, I got the IVR, but was put on hold for 1.5 hours (I hung up at that point). Then I called my home warranty company...they tried to call...no answer. The home warranty company is sending a new company. [Update 8/17/2012 @ 3:37pm CST]: So, the finally came, however the didn't install the system correctly, it was leaking cold air in the Attic (more in the Attic than the house): FYI - When I searched I didn't find a record of this company. However, when I Googled them they show up as "Shelton Pride Air Conditioning & Heating". They are in Angie's List...try looking. They have awful reviews all over the place.

I used them 4 times over the past 8 years. The first time I had a home warranty and they told the home warranty service that my unit had not been serviced so they would not provide me with a new one. I ended up spending $3000.00 for a new unit. I then cancelled my home warranty service. Since that time Sheltons Pride has been to my new home 3 times. Everytime they come here, they want to sell me a home service plan and more parts that I apparently don't need. I will never use them again. I tried to contact Mr. Shelton via e-mail and telephone. He won't return my calls or e-mails. I spoke to his receptionist and told her that I felt overcharged for a clogged drain and she said she would get back to me. Never heard from her either. I don't recommend this company at all! I was a loyal customer until I felt that they tried to jip me out of more money!

No complaints at all. I chose this company based on their License withthe State Board of Licenseing and the BBB which showed no real problems. They lived up to their name.

I was satisfied with the service. They were very prompt, and they took very good care of us. American Standard is a good quality unit. They went out of their way to make sure we were happy.

Shelton s Pride was assigned to a service request that I made to my warranty company. The technician showed up right on time, was very professional, personable, and explained everything he did to me. He diagnosed the problem as a bad igniter on a Carrier furnace (only 6 yrs old!). Once the igniter was replaced, he tested the system and found a 100-degree differential across the heat exchanger versus a spec of 30-60 degrees. Through further investigation, he found the condenser coil for the AC to be nearly 100% clogged with what appeared to be insulation and other household dust. After offering options, I chose to have him clean the coil in place versus removing it, saving 2.5x over removing the unit. It was also helpful that he was willing to clean the unit in the same service call vs. having to reschedule! Due to the nature of the debris in the coil, he felt very confident he would be successful by cleaning in place. He also check the incoming ducts for any voids that may have introduced insulation and found none leaving us to speculate that the A/C contractor may have left insulation in the duct work when the home was built in 2002 which over time found its way to the coil. Bottom line this company s technician went above and beyond to not only take care of the original problem but also correct another problem that a) was costing us loads of money through inefficiency and b) prevented a possible fire hazard.

When the heat came on, the bad chemicals that it uses blew out. They have never followed up on that error. I would never use them again. They were very unprofessional.

They were on time and the coils were installed, however, in the process they caused damage to our bedroom ceiling below the A/C unit and there was excessive leakage into the house because the work was not performed correctly. We contacted them after they did show up the next day and stopped the leak, but the workmen said that they did not cause the damage to the ceiling in the bedroom. When the Supervisor inspected the work, after several days of calling, he said that the damage was their fault and sent someone to repair it. However, the molding around the bedroom door which was damaged by the water leakage has not been repaired.

They were very friendly when they were there working for me. They were very professional about the job. They had showed up on time to do the work for us.

I called them because I felt that anyone that had pride in their name had pride in their work and I was right. They came out twice for service calls and did a very good job both times.

It was a relief that Russell noticed the problem immediately. No problems making an installation appointment and Russell was great at answering our numerous questions.

I did not like this company at all. I thought they totally ripped me off. I swear they were there a total of twenty minutes and I highly doubt you can do things the correct way in that amount of time. I could barely see any difference after their visit. I would not ever think of having them back.

Shelton did not do a very good job of installing the air conditioning and heating units. We have had to have them come out several times to try to repair the air conditioning unit because it leaks. They also did not replace the duct work that was agreed upon. They didn't show up when they say they are going to either. We are trying to resolve the issues though.