The Air Guys LLC — Local services in Chapel Hill

I have an annual maintenance agreement with The Air Guys in which they come to my house at the start of the heating season and then again at the beginning of the cooling season to clean and examine my heat pump to make sure all is good. One of the guys came and checked the system on June 14 and advised the heat pump checked out ok. On June 23, at approximately 7:30pm, we noticed the temperature in the house was 79 degrees, with the thermostat set on 76. I could hear the compressor kick on and feel cold air coming out of the vents, but it would shut down after a couple of minutes. I had already called TAG and scheduled an after hours visit since this was only Friday and 90+ degree temps were forecast for the next couple of days. I was advised their tech had two calls to handle before getting to us, so it might be late before he arrived.

Meanwhile, after shutting off the heat pump, I went out to take a look at the unit itself, and to my surprise, I found the fan had come off the motor shaft and was laying on the metal tray. I could not see how it had come off, or anything that may have held the fan on to the shaft. So, I did what any other person would do in these situations, I googled it. The results showed the fan having a sleeve attached to one side of the center hole with a small screw/bolt that tightened and secured the fan to the motor shaft. With the right tools and my wife's assistance, I was able to re-attach the fan myself, after which I turned the a/c back on and problem solved. I canceled the tech. The a/c has been working fine ever since.

I guess my issue is the fact a tech had checked the system just 9 days prior, but didn't check to make sure the bolt/screw was tight? This should be on the to-do list when they check these systems. When I was able to get my hands on the fan I found I could easily turn the screw with my fingers. Secondly, my wife and I, who are both retired, were concerned with the charge for an after hours repair call, which almost kept us from calling TAG until Monday. I did call TAG yesterday and spoke with a nice young lady who told me we have a 30 day warranty following the day they inspect the system. I did request she ask a tech if the fan should be secured onto the motor shaft a certain way and that I had secured it in the middle of the shaft. She said she would talk with a manager to find out, plus see if their checklist included checking the fan to make sure the screw, or bolt was tightened. She said she would call me right back and that they may have a tech come out anyway to check and make sure I put the fan onto the motor shaft correctly.

All in all, everyone I had contact with from beginning to end was very nice, which is the norm. However, I did not get a call back, or get a visit from one of their techs. I know they must be very busy with the hotter temps, but still. Bottom line, it is all good and we are comfortable, but the whole thing should not have happened. With temps expected to be in the upper 90's for the next 3 days, this could have been a much different scenario, especially with a customer who might not have the ability to research and fix the problem themselves.

Fyi, I did receive an email thanking me for using TAG and asking me to complete this review....

I had used this company for years to perform bi-annual checks on my HVAC unit. I never had any issues with them until this past June. The technician came out to service the unit and was upstairs in my attic for a long time. He said everything was fine & left. That was on a Monday. Thursday evening, we walk into the garage and there is water coming from the ceiling, dripping onto my vehicle. My husband calls and tells them someone needs to come out and fix this immediately. They acted like they didn't want to come out, but they did. The drain was clogged and the drip pan had overflowed with water leaking into my garage. Then things got ugly. The owner did not want to own up to his technician making a mistake when he came out to service our unit. He acted like it was not his place to repair the damage that was caused by his company. He even blamed me & my husband and the person who built our house. Remind you, I had used Air Guys for several years with 0 issues up until this point. I hate being rude to people but this was the only way you could deal with the owner. He was adamant that he wasn't going to fix this until I got very ugly with him and had to threaten to turn him into the state. He finally agreed to have it fixed, but we had to call multiple times to remind them it needed to be done. Finally about 3 weeks later someone came to fix it, but tells us we need to pay for the paint for the drywall. I told him I don't think so. He needs to call Air Guys and have them pay for it. They never apologized or even came out to see the damage. The office manager told me that I'd be reimbursed for the money I paid upfront for the fall service since we have cut ties but it's been a month now and they lied. I haven't received a check for that. This is terrible customer service and that's not a good way to run a business. I would give them 0 stars if Google...

Our 16 year old Bryant dual fuel / hybrid system had developed a problem that the repair would have not been economically prudent so I contacted several HVAC installers for a new system quote. The Air Guys quote was in the middle range price wise but they had the advantage that they could actually get a unit for me. After getting a unit from several states away an an installation appointment was made. The installers were very courteous, informative in the process, and overall very professional. The last installer had mounted the outdoor temperature sensor on the unit close to the furnace exhaust duct so a true outdoor ambient temperature was not sent to the thermostat so that the heat pump and LP furnace could "talk to each other" properly. The Air Guys' installer mounted the new outdoor temperature sensor away from the unit in a shielded location so that the thermostat got a true outdoor ambient temperature and therefore it could cycle the heat pump and the LP furnace at the temperatures they were designed to be most economical. The new system is functioning great and our home is the warmest throughout the whole house it has been in winter for years (if ever). Another well thought out change from the previous installation was the outer shroud that covers the systems return and charge duct work. Previously it had been just flat on the top and I had made a sloping cover to keep rain from laying on it. The new cover top is an abbreviated pyramid style so that rain waiter runs off of the cover and doesn't just lay on it. The Air Guys have been around for years and I would highly recommend them for...