Excellent Air Heating & Cooling — Local services in Town of Wheatland

Over the years we have purchased 2 furnaces, a tankless hot water heater and an A/C unit from this company. We have referred many family and friends to this company as well since up until now we have been happy with the service. We received a call from them a few weeks ago to come and clean our ducts and do an annual check for 340.00. I said ok, and they came 7 days ago. When they were here the service man said he changed the speed on the fan of the A/C so it would run more efficiently. He also said our unit was too small for the house size. Oddly, they have come every year and no one mentioned that before. 6 days after he serviced the unit the A/c froze up into a chunk of ice. We turned it off and called at midnight to the 24/7 emergency line. Someone called me back and I explained their guy was just here 6 days ago and changed the fan speed. This guy Charlie said that wouldn’t cause a freeze up. Just turn it off and I’ll get back with you in the morning. We were concerned because the melting ice water was leaking into the electronic controls of the furnace! Next morning Charlie calls back, says the unit was on its way out anyways and nothing their guy did caused this. I said well can you come and at least look at it to see. He said for another 150 service fee he will. He repeated that nothing his guy did would cause a freeze up. He said can’t be fixed you need a new unit. Then he asked me if I paid the bill yet from their visit 7 days ago!? (Huh! What?!). I said I was waiting for the email bill, he said ok we just sent it now and for me to pay immediatly. What the hell! I have been an excellent customer, always paid in full for everything we have ever purchased from them, this is how you treat a long time customer? I ended the call by asking if we went ahead and purchased a new unit when would that be, he said we can look at schedule maybe get you in some time this week. Gee don’t go out of your way. I am done. Going elsewhere lost my faith in this company. They took zero responsibility for the fact that everything was running fine until they changed the fan speed. I am happy to meet half way, but that apparently wasn’t going to happen. You lost a good customer who refers regularly.

Update: within a day I received an apology from Charlie and from Greg the owner. We talked the situation through and I am satisfied with our resolution. No company is or personnel is perfect, misunderstandings and errors can happen . This company took responsibility and stood behind their work as they always have in the past for me. Happy to say this company did the right thing. I will continue...

Absolutely awful customer service. Our technicians were all fantastic!! However the folks who do the scheduling CONSISTENTLY did not return my calls. We had a problem with our AC unit freezing on the outside. They first sent someone to check it out (he was great!). Said we needed a dye kit to find where the leak was. We needed to run the unit for make sure the dye went throughout. He said someone would call me when it was time to make the follow up apt. 3 weeks went by and I heard nothing so I called them. (PS the dye kit visit was $900). They said someone would call me back. No calls. I called again. They sent someone out. He said we needed a condenser coil and it might be covered under warranty. If not the cost could be around $2500. He said someone would call me the next day. No calls. I called and no one could tell me if it was covered or not. They said they had to order the part. When it came in they scheduled me an apt. I said can you tell me if the part is covered? I’ve heard nothing and I need to know when they come to fix it how much money I’ll need. She said someone would call me. No one did. The day of, the lady called to tell me someone was on their way. I asked again about it being covered. She said she didn’t know and someone would call. Funny because someone was supposed to come at 11, no calls, no one showed up. Finally around 2:30 someone called and said the part was covered but the visit was still $1900!!!! They told me this one hour before someone came. I had been asking and asking because who has that money sitting around!?!?!? The technician who came was great. I told him how dissatisfied I was with his company, not him, and that it’s a shame they have great people who work for such a crappy company. He must have relayed this conversation to someone higher up because I got a phone call 2 days later. The man apologized and said he knew that messed up and they could have done better. He offered to refund me some of my money. I accepted. A week later I got a check for $300. Kind of a joke. But I guess better than nothing. I will never use this...

I own a duplex that had the original boilers in each unit. Over the 10+ years I owned the property I have had friends tinker with them to get them to work however this time it felt different. It was difficult for me to just tinker with it again not only because it was the tenant this time but I am also a new family with 2 young boys. Not to mention the effectiveness and efficiency were not good at all I came to find out after the new equipment was installed.

Excellent Air is different they really come in and take care of you like family because they are there when you need them and very attentive to your needs. When the tenant noticed a flame outside the boiler I called Greg on a Saturday and her had someone over quickly and I was a first time customer. After initially trying to fix the boilers they found that they were unsafe to use and fixing them was not feasible. So because the boilers could not be turned back on they brought us out space heaters to keep us warm until they could install new ones in the beginning of the week.

Greg was very attentive to my situation and we explored numerous options without pressure in any way other than not turning the boilers back on for our safety. So due to the urgent need of the fix he could have rushed me to buy things I did not need but he understood and found me a very reasonable solution to my financial concerns considering I was buying 2 boilers.

Now we have a warm and cozy house that is efficient so we are not only happy but saving money at the same time....THANKS...