Pilot Air LLC — Local services in Pilot Mountain

BEWARE: First, everyone should know that all of the technicians at Pilot Air has been very helpful with my situation. They are very quick to respond and send a technician out when I call. The Technician that has worked on my HVAC unit was AWESOME as well! Also, the timeline below is an estimate as I do not remember the exact time line of events that occurred. I know the company will more than likely respond back to this defending themselves. Now to the issue: I have had nothing but issues with my Lennox HVAC unit since I bought my house in 2017. The unit was installed in 2015 by the previous owner. The first winter I was here my power bill was almost $450 for one month due to my HVAC Unit running emergency heat non-stop. I am the only one living in the house so there is no reason I should have a power bill that high with the thermostat set on 68. I called Pilot Air since they installed the system and was charged the service call. The technician told me it was a new code and they were required by law to set the system to run Emergency Heat when it was below freezing outside. He adjusted some of the settings and it continued running in emergency heat but it was on a cycle and would not run emergency heat all the time. Fast forward to a few months later the unit started running emergency heat again non-stop. I called Pilot Air back out and the technician indicated there was too much Freon in the system and then adjusted the set points on the thermostat again. By this time, it late February early March and it was about time time for the Heat to turn off. Moving into Fall/Winter 2018 the unit started running in emergency heat again. The technician came out again and for the most part it had stopped running in emergency heat. It would only run occasionally in emergency heat. At this point I have spent several hundred dollars for a continued problem. In November of 2018 I came home on a Saturday to my house smelling like it was on fire. I looked everywhere to figure out where it was coming from. I finally found the problem in the attic where the HVAC unit is stored and the smell was coming from the HVAC unit. I went back downstairs and looked at the thermostat and it was on and it was trying to heat the house. My parents have been loyal customers of Pilot Air for years. They suggested I call Pilot Air and speak with the owner, Kevin. I called Pilot Air and expressed my concerns and I also asked to speak with the owner. Never did I hear from the owner. I told them I did not want to pay a service charge or a weekend service fee due to the amount of issues I had and I felt Pilot Air should stand behind their products. The gentleman told me he understood and apologized. The technician came out to find the the Motor had fell out of the unit in the upstairs attic. He put the motor back into place and then I received a bill for $129.00 with an after hour service call charge and note where the “motor had shifted down” At this point I am beyond frustrated. I did not pay the bill and refused to pay it until recently when they sent me a certified letter threatening to turn me into Global Management Collection Agency. (I know that a service was provided and things should be paid but as many issues as I have had I felt it should have been a customer service) The bill was paid after the letter was signed for. Pilot Air should stand behind their products as most businesses should. A couple of months passed by and we received a snow storm in early 2019. I woke up at 4:30am one morning Freezing. My Thermostat was off. I went outside to my electrical panel to find that the HVAC unit breaker had tripped. I turned the breaker back on and 10 minutes later it had tripped again. When I went back out to the electrical box and the room smelled like it was on fire. I called Pilot air back out and where the unit had been running in Emergency Heat non stop the breaker had melted due to the amount of AMPS it was pulling. When the electrician I called came out they suggest a new electrical panel. Please be aware if you call Pilot Air for...

Let me start by saying that I've been a loyal customer for almost a decade and I've spent several thousands of dollars at this business. I could easily buy air filters and other small items off of Amazon but I try to support local businesses.

I called Pilot Air to set up a maintenance agreement for the HAVAC system that they installed in my house. The female advised me that I would be first on the list and that the technician should be there by 0900 the morning of the appointment.

The day prior to the scheduled appointment, I noticed a missed call from Pilot Air at or around 1730 hours. No message was left and I didn't feel the need to call back due to there was no message left. I also figured that they were just confirming the scheduled appointment the following day, as most places of business do. But again, there was no message left so I didn't think much of it.

The day of the appointment, I had cleared my schedule, put up the dog and was ready for the tech. 0900 rolls around and like usual, I'm standing around waiting.

After an hour, I called Pilot Air to see what the delay was. A male subject apologized and said that the female called "numerous times" yesterday trying to get in touch with me because they needed to reschedule my appointment.

I told him that was a BOLD FACED LIE! I was literally at home all day long yesterday and she called when I went outside to check the mail. With modern technology on phones, you can't lie like that-sorry.

Why didn't she leave a message? Why didn't she call or have someone call first thing in the morning to let me know? That seems like basic courtesy and proper customer service to me, but I guess that was too much to ask. So instead, I wasted my time and efforts for nothing.

I cool off for a day or so and call other HAVAC companies in my area to see if they would be interested in a new customer. Naturally, they were all welcoming and even offered a better deal on a maintenance plan contract.

I thought that I would give Pilot Air one more chance to redeem themselves. I wanted to talk with the owner and ask him why I should stay with him after being treated like that.

I contacted Pilot Air via messenger on Facebook and asked how to reach the owner. They replied back to call the store around 0800. I then asked what his name was so I would know who to ask for when I did call. I never got a reply back so I guess it's a secret...

I call the store at exactly 0800 hours and ask to speak with... "the owner". The receptionist said "Just a minute". After a few minutes went by, the receptionist gets back on the phone and asks what my name is. I told him and he put me on hold again. A few minutes later, the receptionist got back on the phone and told me that the owner was now unavailable. I told him that I have been trying to get in touch with him but it's proving to be more trouble than it's worth. I asked him to please have him call me as soon as he can, that I have something I want to talk to him about. I left him my name and phone numbers.

10 days later and still no call. You would think that after you spend a small fortune on an entire new heat and air system that customer service would be a little better than that.

I don't appreciate being lied to or disrespected and this is exactly what I got from them. So Mr. Owner, since you decided not to call me and possibly save a loyal customer(s), you get this bad review instead. Hope it...

We have been using these guys for about ten years. Their prices beat everybody around. After talking with them for even a short time you can tell that they are a hard working trust worthy company. It is rare to find people that I do not feel like I need to keep an eye on. I would be completely OK with giving these guys my keys and letting them do the work with out anyone at home. This for me is big. I am not a very trusting person but these are the type guys that give off the vibe that their customers come first not their profit line. That is rare in todays world. They give you options when possible. They tell you out right that if money is tight you may want to consider this instead of that. They are truthful even when it will cost them business. I've always told my sons, never take advice from the company making the money off the results. This is one of very few companies that this rule does...