One of those situations where I can't even believe they're still in business, my experience has been so awful. They installed a new heat pump unit for me in July 2025, and the a/c already started failing when I turned it on this summer, around late June/early July 2026. It has now been three months and at least four appointments (not including the three or four plain no-shows), and it is STILL not fixed, and I am stuck waiting for them to repair it because they technically warranty their install work for 3 years and the *many* other companies I've called will require me to pay quite a bit for repairs.
Timeline summary:
- initial request for maintenance in July 2026: I am no-showed twice because I requested "maintenance" vs "repair" and their policy is apparently to cancel maintenance appointments (with no communication) during heatwaves in favor of repair appointments. It's over a week to get someone here and a/c is cooling to 74 degrees, but won't go lower, and is just running 24/7.
- July 24: At 9pm I think I'm no-showed again because my appointment window was 5-7pm. But, technician does come out, at 10pm, works in the dark, finds at least two install errors, starts a leak test, comes back a few days later during daylight hours and diagnoses a second install error and confirms a leak. He says I should be fine for the rest of the summer and they'll be back in the fall (aka after busy season) to repair it. In their defense, I did agree to this.
- ~6 weeks later, we get another heat wave and the a/c starts to fail again (now won't cool below 80 degrees). They can't get someone out for *2 weeks* (though I do get on a cancellation list and someone comes a few days earlier). They have no record of needing to come out to do the repair in early autumn.
- I think it's already been diagnosed, someone just needs to come top off the refrigerant. They promise to send a repair tech/install team to work on it. It's a regular tech who comes out. He is confused why they sent him, because he doesn't carry refrigerant. He does his own diagnostics and says it's actually NOT a leak at all, he thinks it's a part that's broken. They will come back to replace the part. He advises I not use the a/c AT ALL in the meantime, because I could damage the unit with the parts that are failing. So, now I can't use my brand-new a/c at all, in the middle of the hottest summer in years.
- About a week later, someone comes back to replace the part. They sent him with the wrong part. It'll be another week to get the correct part in. He doesn't think that part is the only problem, and in looking at the notes, he says he wants to spend a day running proper diagnostics because he's really not sure what the problem is. He thinks I can use the a/c for a while without damaging the unit, at least. He says they'll be in touch.
- They are not in touch. I call back a week later and they say it'll be another few days to get the part in. Since another heat wave is coming, I ask to get on the schedule for the install at least a day after the part is predicted to come in. They allegedly schedule that for today (now October 7).
- Today: another no-show. They try to put me through to the service department to find out the status of the part, but the service department doesn't answer and their voicemail is, unsurprisingly, full. I call back and do get through to someone who sounds like a manager. She is very apologetic. Someone is getting sent out later this morning. But will they have they right part, will it even be someone who can do repairs? TBD.
The technicians have all been lovely and super hardworking. I can accept this has not been an easy fix and it's possible I just got unlucky with a lemon of a unit. I'm sure it will eventually get fixed or replaced entirely. But this whole process has been so unbelievably disorganized, with such poor communication and so much disrespect for my time and the service techs' time, I can never recommend them again.
