Emerald Heating & Cooling — Local services in Town of Lancaster

Emerald impressed me right-off-the-bat with their professionalism and etiquette. They do a fantastic job at assuring a person that they came to the right place and that their consideration is important to Emerald. Joe, the Comfort Specialist that came to our home to discuss replacing our old A/C unit, was polite, professional, thorough, and informative. He never seemed like a "salesman". He laid out the options and the facts while educating me on current and future energy efficiency standards. Then he left the ball in our court, shook hands, and went on his way. I appreciate and admire that. He was never pushy. There was a minor misunderstanding on the day of the install in regards to the crew's arrival time and us locking our dog in our bedroom. The vehicle tracker link doesn't seem to be working correctly when you try to see where the vehicle is, and the ETA was inaccurate. It said 25 min, and the crew arrived in about 50 minutes. This resulted in our dog being stowed for longer than necessary when he could've had a longer morning walk and some free time. He's a guard dog and a little on the bigger side so this kind of thing was important to us and we talked about it thoroughly with the office. Also, an intern arrived in a personal vehicle and we were not aware of this and were not expecting any vehicles other than Emerald vehicles. Ultimately, not too big of a deal though. The install went well, the crew was professional and pleasant. I got the impression that they were doing a good job. At the end of the install there were a few hiccups that shone a light on a little disconnect between the Comfort Specialist and the Install Crew that resulted in a couple of things not being done that were on the work order and invoice. It got a little bit awkward for me for just a moment but they were quick to bring up the work order and apologize and address one of the issues. The second issue was not addressed at that time and there was an indication that the Install Crew and the Comfort Specialist were not on the same page. It also didn't seem like the Install Crew had the level of respect for the Comfort Specialist that I expected. After a phone call, the Install Manager was quick to address my concerns, however, and arrangements were promptly made to come out and take care of that issue, completing the work that the Comfort Specialist promised and invoiced. In the grand scheme of things, these were minor bumps and overall my impression is still good. Emerald seems like a company that strives to be the best in all they do. I would highly recommend them and if anything goes awry, I think they would want you to communicate it to them right away, and give them a chance to make things right. Nowadays, you can't really ask for more than that. No company is perfect or gets it right every time, but these people do seem like they really try, and they...

I never post negative reviews as i understand the impact it can have on a business. In this case I am upset enough to spend the time to let others know about the practice of Emerald. They sent a tech out and I was told my thermastat was bad. The lowest "safe" option was $3k and the options for repair went all the way up to $6k. Of course at that point you have to consider a new unit. I already bought a new unit from them 2 years prior. Which now looking back was likely not needed. I wanted to ensure safety for my family so i contacted Angi's list and they recommended precision Heat and AC, a small honest company that has been doing this for well over 30 years. The owner himself came to my house and i told him nothing of the quote from Emerald until he said all i needed was a new thermostat and it was a $200 repair. The Emerald tech gave me the pic below which i can not confirm is my unit because he never walked me downstairs to show it to me on the camera. Even if he had I would have pointed out the hole is only in the outer coating galvinized metal and the black pipe on the inside has no hole in it. In addition, he claimed that i have a hole in the heat exchange. This is not the case. This is the outer case to the exchange and the unit is completely intact. If there was a hole in my heat exchange i would have carbon monoxide at a high level in my home. We did the Carbon Monoxide test and normal range is under 9 one millions and below we are at 2 one millionth so we are completely safe and my furnace is now fixed by a trustworthy company. Please call someone else for a second opinion before you spend thousands. To say the least i am disgusted by this practice and just do not want others to get harmed end up with an unnecessary $10k bill when you could get years out of your furnace. They just want to replace it instead of fix it every time! Be careful with Emerald if they tell you that you need a new unit make sure you get a...

I contacted Emerald Heating & Cooling mid morning because my furnace had stopped working the night before. I spoke with a very pleasant young lady who listened to my problem, answered my questions and also asked me some questions. I had a prior appointment that I had to go to and asked if the service person could come later afternoon or early evening and she told that would not be a problem. I was concerned about possibly missing the appointment and she said the service person could call me and let me know before they would come and if that time wasn't convenient for me, they would go to the next service call and then try me again. A young man did call and was at my home shortly after. The young man, Travis introduced himself and then started working by checking my wall thermostat and then proceeded to go look at the furnace. Travis looked over the furnace, then did some diagnostic tests and took certain parts off and proceeded to call for replacement parts. He was even kind enough to check while speaking to the furnace maker whether it was still under warranty, since I was not certain. Travis went to get the necessary parts to fix my furnace and came back and proceeded to fix the furnace. Travis checked it a number of times to be sure the furnace was starting up and shutting off properly. Travis also cleaned up the area where he had worked, no garbage or mess left. He went over my bill with me and explained everything that he had done. I was extremely happy with the pleasant experience I had with Travis fixing my furnace and the consideration shown by the young lady who took my call. I would highly recommend Emerald Heating and Cooling and plan on having them do my yearly furnace and air conditioner checkup. Thank you for a very pleasant experience and getting...