AIR EXPRESS HEATING & AIR CONDITIONING INC

I don't know where to begin. When you spend nearly $18,000 with a company you expect them to do quality work, to be responsive, to communicate, to properly size the equipment, to clean up after themselves, to be professional when issues arise, to not be snarky when you ask them fix something, and to not print their name/phone number on your thermostats where you have to see it everyday. Despite the amount of money we spent, Air Express was extremely rude and difficult to work with. They put our main floor AC unit as "optional" on the estimate, so we didn't purchase it and then, when the AC will not cool our home, blamed us for undersizing the unit and said it was required. Very bad experience and they refuse to fix the problem, preferring to blame and vilify us. And, after over 3 months of calling to get answers they were reprimanded us for being frustrated. Our experience certainly was not the same as others who have given them stellar reviews here.

I don't know where to begin. When you spend nearly $18,000 with a company you expect them to do quality work, to be responsive, to communicate, to properly size the equipment, to clean up after themselves, to be professional when issues arise, to not be snarky when you ask them fix something, and to not print their name/phone number on your thermostats where you have to see it everyday (Which I simply asked them to replace with non-imprinted versions and they refused. I never agreed to have them emboss equipment I paid for.). Despite the amount of money we spent, Air Express was extremely rude and difficult to work with. Communication was nearly non-existent which made it very difficult to make decisions and to understand what was being done. They put our main floor AC unit as "optional" on the estimate, so we didn't purchase it and then, when the AC will not cool our home, blamed us for undersizing the unit and said it was required. Very bad experience and they refuse to fix the problem, preferring to blame us. And, after over 3 months of calling to get answers they reprimanded us for being frustrated. Because they improperly sized the AC unit for our home, and listed the second unit as "optional", we now have to spend another $3300 to get another unit after the loan on our home has closed. In addition, their welds of the copper pipe failed and they cut 9 holes in our brand new walls (fully painted) and another in the stucco to try and fix. They also impacted the insulation we paid extra for. In the end they couldn't fix it and ran another line through the unfinished basement along the top of the wall instead of putting the tubing inside the floor joists. We now have to drop the ceiling due to their shoddy work.. Walls were patched but not the same as the new walls - I can tell where the patches are. Originally, they put two registers in the walk in closets and none in the master bath which has 3 exterior facing walls (Can you imagine how cold that bathroom would get without heat?). We had to ask them to remove the registers from the walk in closets and insisted on a register in the master bath. Additionally, they put the water pan UNDER a wall rather than cutting the pan so that it would fit inside the furnace room (If the pan filled with water we would have had the wall (Drywall / wood / insulation) soaked.) It is amazing to me that we had to fight them on this item. The Contractor eventually had to remove the wall, shorten the pan, and reinstall the wall to fix the issue.Because this was a new home build Air Express won't speak with me and will only speak through my contractor. We requested the sizing information for the AC unit to try and understand why 2 units were not recommended but they refuse to provide the data (MEC and Manual J). In short, our experience certainly was not the same as others who have given them stellar reviews here. Once we paid them in full they will not return. We certainly do not recommend this company.

So I would never use Air Express ever again. The person who answers the calls and schedules everything is wonderful and she was delightful to deal with. We had them come out to disconnect our A/C unit so we could pour a concrete pad and then have them come back later to reinstall it. The disconnection went very smoothly. I was very happy at that point. After the concrete was done, we called them to come out and they scheduled us fairly quickly. That thursday came and went and no one called or showed up. We were left hanging. I called again and the lady apologized up and down and they rescheduled for the next day, Friday. Again, no call, no show. I called towards the end of the day and again dealt with a delightful lady who put everyone into action and had the tech come out that evening. He shows up, is obviously ticked off, and starts working. Later, he knocks on the door and says that he can't finish the job because his torch is out of acetylene and that he can't get any until Monday. He'll be back Monday. You have got to be kidding me. He showed up today and installed it, left a bill and took off. The price was discounted a bit but honestly, I have no plans of using this company again. I would have been fine with delays happening if the guy called and said he couldn't make it out. Some form of communication that didn't require me to followup every time and track him down. This was unprofessional and unacceptable behavior for any business. I think it made it worse that we had people at our house that weekend and honestly it got quite uncomfortably warm in our home and we had no really way to cool it down since we didn't get a breeze from opening windows. Again, the receptionist is wonderful and deserves a raise, and the owner seems great, but this tech ruined our experience with Air Express.

Essentially after showing up only once. They sent us an invoice about a year later. Of course I disputed it because they didn't do any work. But they kept insisting that we pay them for they didn't do, but I wasn't going to pay them for work they didn't do. Finally they sent an invoice to a employee at work that didn't know about its history, and that employee paid the invoice. Imagine if someone came to your residence, did no work, then charged you for the work they never did just because their worker lies about it in his log... That's how frustrating this ordeal has been. DO NOT USE them, unless you enjoy paying money for non-work.