Custom Air

The owners seemed know their business. When you have a problem they try to solve it. Reasonable rates. Available in emergencies. They came on Saturday to fix compressors that fell off side of hous, so we hired them to build new house ac. MISTAKE! Well, second house and 5 years a very loyal customer until. Set up 3 new ac's as 1 stage instead of 2 stage and took 4 months to find why not cooling properly.

I have a service contract paid in advance. On routine service call was told filters in 2 units ok 3 rd unit filters need to be replaced in early December, 2020. Told no longer included in service contract and that I would have to buy them myself but they do not refund the price of the filters included in the original contract. I asked for sizes to buy and specs.

Could not get an answer through 3 text exchanges (I am an engineer). Finally was told they would make custom frames for $300+. Paid promptly in January. While waiting one unit quit did promptly respond to but could not address repair for 24 hours after visit. I had no filters for at least 2 months in 2 units, a 3rd unit not working because of dirty filters, and a plume of construction dust in part of house which is why filters were so clogged.

Finally was told in March filters were ready. Tech who came to install told me all wrong size and left. Was told they had to be custom made and they would call me. Finally received call on April 27 to scheduled installation. Was told it would be in the next two weeks. When was I available. I told her May 27. Was told filters should be fine (according to tech written report). Arrived home May 26 to find temp 91F and inoperative system. Tech came next day said frozen solid and left.

Another tech came following day and said filters so clogged air could not get through and removed filters from 2 units, so units left again with no filters. Third unit not inspected but not cooling. Called company and was told they would come 2 days later to install filters. I have paid for routine maintenance and contract was changed after I signed.

I paid for parts months ago and they have not been able to deliver filters in over 5 months. (New company told me frames on 2 units too small and air going around top.) Now a year later multiple problems from repair person accidentally knocking loose pan drain pipe causing ceiling collapse and thousands in damages to being billed for $3000 for blower motor they claimed was not under warranty until I called Carrier.

Then charged $950 for diagnosis and 35 minutes labor and driving time. Then compressor on one unit intermitant on and off because 3 overflow floats on one pan and not installed properly. Company came and inspected everything Friday and told me everything ok and that they would no longer service my account because I complained too much to their repair techs.

So a new company came 2 days later because main unit not working after Custom Air said it was fine. Found all 3 units seriously low on freon. Took 15 pounds to bring them up to required level. Found one of 3 float switches on main unit pan not wired properly so ac and dehumidifier off as they share common drain line (not up to code). On another unit, door over filter found on floor of attic so return air drawing from attic space.

One dehumidifier not working properly because fan shredded because improperly installed. All 3 dehumidifiers set to draw 100% air from 100° attic space to air handlers so AC could not get cold enough and ran full time resulting in $700/month cooling bills. Vents placed wrong locations, no damper placed in one room so temp is 4 degrees colder than adjacent room. And these are the good things! Not enough space for the rest. Final recommendation: there are a lot of HVAC companies here. Find another one.

The install for 2 units was ok, but when the tech sold us the extended warranty, he lied and deceived us! Now I want explanations and my money back and no one returns a call. They take your money and run! I will NEVER refer you all to anyone! We did not receive the paperwork for the warranty until months later. Your employees should be honest. We trusted you all to buy 2 air conditioners in 2 years.

I asked for an owner to call me, but everyone but an owner has done so. Your customer service person was rude and would never answer my questions. I called weeks ago to speak with someone i was told Brenda or Dan would call me to answer my questions and I am still waiting for that call. This is why I am not happy. And yes please do return my money.

Why would I want to pay you for a warranty and then have to pay to maintain it. And please dont insult me. We would have never bought the warranty had you all been honest to explain how much money we have to spend just to maintain it. the cost to maintain it is more than the warranty. so very disappointed.

I have used Custom Air since 2014 when they did an absolutely outstanding job for me when our ac platform fell off the side of the house. I have been a loyal customer so much so that I wanted them to install the ac's in our new home which they did in 2019. Since then we have had nothing but problems, intermittantly resolved for the most part. When the house was first turned over to us the ac didnt cool.

After several visits, it was determined that they had wired them as one stage units when in fact they are two stage units. Once this was corrected they cooled properly. During another sevice visit under our contract, we were told that the filters were fine and didnt need changing as we were changing to replacable filters. During the 6 month wait for the metal frames to be made in their shop, one of the units froze up because filters werent changed under contract. Iwas subsequently told that filters were no longer suppied under the contract and that they were not issuing a refund to cover the cost of the filters.

This is why we changed to replaceable fiters. On renewal of our service contract I was quoted a contract price for maintenance which was much higher than the previous year, which I paid immediately. I was then told when I asked that they made a mistake and that it was actually considerably lower. Finally we got a new bill reflecting the price which was almost 30% less and 6 months later after several phone calls, we did receive a partial refund of the over payment. Blower motors failed under warranty which is not their fault, but the last time I was told that the blower motor was not under warranty because I bought it from the builder and was only warrantied for 90 days and that the replacement cost was $3000.

I called Carrier and was told that it was warrantied by them not by the builder. After several phone calls, I was told that it would take a week to get a motor and that they would put in a temporary motor for the week for $500 plus labor. Finally, after much back and forth they agreed that the motor was under warranty and replaced it for $970 which was labor to tell me it was bad and time to replace the motor ($550 for 40 minutes plus drive time).

Towards the end of all of this one of their service people accidentally knocked a drain loose in the attic causing a ceiling to collapse in a 25 by 27 foot room resulting in thousands of dollars of damage. The builder fixed the ceiling and I believe that Custom Air fixed the drain pipe. During that visit, I got upset with the service person because of all of the damage.

During that visit or a subsequent service a circuit breaker was pulled and another unit shut down. In the meantime, they had installed several overfill detectors in the drain pans of the units. These were not installed properly resulting in one unit intermittantly shutting down the compressor but allowing the blower to run continuously resulting in increased utility bills. Finally, one of the owners came out with the head repair person.

They found a couple of problems, fixed them and left. On leaving, Brad told me that his company could no longer service my account because his service people didnt want to come out here any more because I was rude to them. I like Brad. He is a good guy, knows his business, and does a great job. The head of service who came out with him Is likewise a good guy, knows his business and is great to work with. Unfortunately, the rest of the company is not.

Some of the techs are great, others not so much. The office staff can be very brusque and at times very rude. Their billing department is a mess. I am somewhat sorry to see Brad go because we had a good relationship. But I am happy to see the last of Custom Air as a company and cannot recommend them. If you are building a new house, they are as good as any other, I suppose, but keep in mind that you are going to have to deal with them for a long time. Our experience has not been a good one. My advice, find another company.

The staff from Custom Air installed our Trane HVAC just before we purchased. So it was in good repair. But we have kept them on for regular twice yearly maintenace, just to keep the system in good repair. In five years there have been no problems with our system ever. We have also used them for plumbing repairs; on an older property they have been inventive with solutions.

I have also found that they can look at some of the tasks that you need; if there is something cheap and easy that you can do with a Home Depot part, they can recommend that so as not to run up the bill. The other thing; the staff actually LIKE HVAC stuff, and plumbing issues, and are able to discuss before they come. Regarding the issue of parts and supplies, we got them to do a duct cleaning; it took some time to get the equipment (it was on backorder) and they got to us as soon as the part came in.

I have used Custom before but this time will be my last. Clogged shower drain, technician was there, total 20 minutes, pulled out a clump of hair was gone-300$.This is out6 no matter what Custom says. With my check I co.pained but no response. They just took my money and ran. I think they are good plumbers but they overcharge, Big Time!

Thermostat was out on 5 year old water heater installed by Custom Air. They needed to order thermostat but when they arrived they also said I needed new heating elements in the water heater as well. I was never informed of this and when I called to question this requirement, they never returned my call. Update 1/5/22. Just to prove my point, the owner responded to my original post by saying "he would have the plumping manager call me". That was a month ago, never received a phone call! LOL

This company is an unprofessional JOKE. We have a brand new home, 12 visits, 3 new thermostats, and very little communication we finally had them admit that they installed an undersized unit for our home and signed off on it. They have been rude and nearly impossible to communicate. We never received a call to install our new unit. When asked why, we were told by the manager Jason that "I've been on vacation for three weeks. I don't know." I strongly advise you to go to a different company. You'll be glad you did.

Company lacks communication between Management and Staff. Service Manager has issues and mistreats the Service Staff which results in high turnover.

I've been using Custom Air's AC service since 2012. I've been using their plumbing side service since 2017. I've always had great service, and have maintenance programs with them on both the AC and plumbing sides. They've always been responsive, professional, and fair in their pricing. Thanks for the great service! Services:Repair HVAC, Install AC, HVAC system maintenance

Please tell your technician who drives van #629 to stop being so nasty to people who are just trying to do their jobs. I was ordering at Subway today and your technician came in and was asked by the employee in the store to put on a mask, as it is store policy. This poor guy doesn't make the rules, he just has to try to get people to follow them. Your technician claimed he does not have a mask, was beyond rude, and had a nasty attitude about how it would "only take 2 minutes to order a sandwich." It would have only taken him 20 seconds to go get his mask out of his truck. he said multiple times that he has no mask, which is ridiculous, considering he is an AC tech who goes in people's houses and businesses all day long. nobody wants to wear a dang mask everywhere they go, but private businesses have their own rules. he wouldn't be allowed to walk in without shoes either. not a good look for your company.

Custom Air went above and beyond for me. It was discovered late on a Friday afternoon in mid August that my compressor had broken down. They did not have a new one in stock, which meant that I had to wait until Monday to see if their local supplier had one, which they didn't. Sara in the parts Dept was able to locate a compressor, but it was all the way down in Naples.

For whatever reason, the supplier was having shipping problems. So as not to keep me waiting any longer than necessary while it's 92 degrees out, Custom Air had an employee drive down to Naples to get the compressor, and thankfully it was installed the following day. That is excellent customer service! Also, everyone that I came in contact with, from Jackie and Kathy (the Ladies who answer the phones), to Sara, to Roy, Dylan, Dan, and Jim (the technicians).they were all very professional and helpful. Thank you all so much, you are a great bunch of people!

Over all I have been pretty satisfied with this company. Been having some issues with my a. c. And had some techs come to diagnose it with no real fix. I recently had a gentleman come over to do my annual maintenance and he immediately found the problem and fixed it. From now on I will always be requesting Tracy. He not only found and fixed the problem but also schooled me on so many things with my a. c. What an awesome employee this company has working for them.

I would not hire this company for the simple reason of the lack of common courtesy of the road. Nearly ran off the road by truck #588 so the driver could get one car ahead. If they employ drivers with road rage, I certainly don't want them in my home! Hope you made it to wherever you were going in such a rush on time and without hurting anyone.

In October, my 2015 airconditioner needed a blower motor. The charge was around $300. Parts we're under warranty. The $300 was for labor of less than an hour. Later in the month I needed another part covered by warranty. The technician was here less than 2.5 hours and I was charged $603 for the labor. I wrote a letter to the president of the company. The letter was ignored! This used to be a great company when Kurtz's owned Custom Aire. Elaine Ellison

Joe is amazing. And Mark is also. I was so excited when I found out that Joe was on call when my air went ou. Custom air is lucky to have both men deborah graber

My Trane AC went out last weekend. I called Custom Air as I have a maintenance contract with them. Julio arrived promptly and quickly diagnosed the problem as a burned out fan motor. A new one was ordered from Trane by Tom, the parts purchasing manager. Even tough the part had to come from Houston, it was delivered in one day and Mike was at my. place the morning it arrived making the replacement and getting my AC up and running great!

Custom Air has always come thru for me like this since installing the unit back in 2008. They were recommended to me by an excellent commercial HVAC guy. Julio, Mike and Tom are company treasures of Custom Air!

Other companies we checked were so much higher. Custom Air not only gave us a better price, but their unit was top of the line and their installation was flawless. They explained everything in detail to us and there was a nice follow up after the installation to make sure everything to make sure everything was working properly.

We were so impressed with the professionalism at Custom Air and we thought their prices were excellent compared to others we checked. Our unit was about 15 years old and since we spend the summers up north, we didn't want anything more to happen to it while we were gone. Se we replaced it with a technologically advanced model. It's been wonderful!

Came home from a business trip and walked into a "hot" house. Trouble shooted without resolution. Called the original installers of the system which is Custom Air. Service Technician called me back this morning. His main objective - to talk me out of his services. He succeeded. Just called a different, "reputable" company. Custom Air lacks caring individuals. He did everything possible to make it sound like an inconvenience for him by telling me what he was and wasn't going to do.

My system was 15 years old and it was time to replace it. I got bids from several companies but was most impressed with Custom Air. They were straightforward, knowledgeable and fairly priced. Their installers put in a Trane XL 1400 and air handler and I only say they were a pleasure to work with. I would certainly recommend them.

I called other air conditioning companies in the past and they said I needed a new unit without even looking at my old unit. Custom Air was so different. They explained everything thoroughly and put in a system that has cut my electric bill drastically. I also got 10 years parts and labor from Trane.

Thanks Mike at Custom Air for coming out on very short notice on a Friday night! What great service!

I was sold a new Trane 3 years ago. It replaced a 15-yr old unit that never had a problem till the very end when it was time to replace. My warranty said I have 10 years parts and labor, plus I have an annual contract with Custom Air.

Recently we experienced water leaking from the ceiling of our newly built home; believing it to be condensation from our AC system. They responded to our concerns immediately, and right from the start, Custom kept us and our builder informed during the testing process.

I also recommend Custom Air very highly. Two weeks after I bought my house, the air conditioner went out. I had read about Custom Air so I called them to see if they could fix it. It turned out that the previous owner of my home had a maintenance contract with Custom Air that was still in effect. So the repairs cost me absolutely nothing!

Custom Air and Plumbing finally agreed to correct the problem left by Bob Rizi plumbing. I had to pay some addtional costs, which I was not happy about since I paid for a sewer conversion once already. My out of pocket after pumping the septic tank left by Bob Rizi, calling the first plumber to figure out they Bob Rizi Plumbing didn't actually do what I paid them to do 5 years ago and having Custom Air come out and fix the problem was around $1200. Again, I did pay to have my septic tank crushed and filled and my sewer converted once. Custom Air at least did a good job and fixed the problem but only after I agreed to pay over half of the costs myself.