They did a good job installing 2 new units for our home. However, after spending close to $20,000 with them, you would think that there would be some free maintenance checks in the year to follow. Our heating and air was installed a year ago. Today they texted me that it’s time for a maintenance check and when I called to schedule that I assume this would be included for a while with warranty but they want me to pay $421 twice a year. Definitely soured the company.
DO NOT GO WITH THIS COMPANY!! Not only did they show up extremely late but they misdiagnosed our AC issue and attempted to overcharge. They did not initially mention a service charge during the call and sprung it on us after our quote. Our parts were under warranty but they quoted $1,400 solely for labor. The labor entailed changing a small part that would have taken no more than 15 minutes. They told us our system required 9lbs of refrigerant where it clear as day says 4.5lbs on the system. Deliberately tried to take advantage of a family with a baby who desperately needed their AC repaired. Inexperienced and unqualified technicians. Paid $85 for them to tell me all the wrong things. Look anywhere else.
Let me start off by saying the Nelson Comfort / National Heating and Air Conditioning Co. Technicians were very friendly. After 1 year of living with the system they suggested & installed and the 7 follow up visits to correct installation issues, I wouldn't recommend their service. As I can only compare my new system to my old system, my new system is more energy efficient, but its outdoor component is louder and can be heard when inside. I now also have areas inside which have hot or stale air, which was not an issue with my previous system. I experienced questionable tactics, which includes the installation of a differing component (thermostat) then my accepted quote, which is a lower quality/price point, without any notification or adjustment. As multiple Nelson Comfort / National Heating and Air Conditioning Co. Technicians visiting my residence multiple times corrected one issue after another, I researched the system they suggested and installed. It appears in my situation they didn’t follow HVAC industry or Manufacturer best practices, which includes the installation of a new line-set with new systems and or may not have had working knowledge of Lennox International systems. In my situation, reviewing the Manufacturer's Installation instructions, my existing line-set was undersized, which I believe may have limited my system's cooling effect. This then caused an additional expense, which I believe should have been included in the original quote. As my system malfunctioned in late June 2022, without any prior issue, I was relying on Nelson Comfort / National Heating and Air Conditioning Co. to provide service in a timely, accurate and trustworthy manner. With my last issue (June 2023), I had to reach out to Lennox International for assistance as a previous Nelson Comfort / National Heating and Air Conditioning Co. Technician had made an incorrect adjustment, causing my system to not fully operate and another Nelson Comfort / National Heating and Air Conditioning Co. Technician did not have knowledge to investigate or correct the issue. I was also disheartened to learn that the 0% Interest financing they offered entailed a $1500 finance charge, which was not disclosed by the Sales Representative. As I didn’t need financing and could have paid out of pocket, learning of a finance fee added to the frustration I experienced with Nelson Comfort / National Heating and Air Conditioning Co.. This fee was only noticed when reviewing my online statement, which included a breakdown, which I would believe would not have been accessible until after services were rendered. With all these issues and visits, I received no additional follow up or apology from Nelson Comfort / National Heating and Air Conditioning Co. Staff. My only communication with Management was when I called in and requested they call me back, which only resulted in another Technician returning to investigate one of the many issues. I look forward to Nelson Comfort / National Heating and Air Conditioning Co. reaching out to me directly to address my concerns, which I will then provide an update to my review. 9/20/23 - Update The company contacted me and had the Lennox Field Rep. come out to verify the system was functioning as designed. I have given up on this company and will be contacting another HVAC to further investigate my concerns. While not always occurring, whenever the AC turns on a loud jolt/bang is heard throughout the house, which I would have to now believe is related to how the lineset enters the house. Outside the lineset is separated by at least 2 inches with mortar separating the lines. Inside the house the lineset enters together, and slightly twisted together. My outside walls are two layers of masonry brick/block, so I would have to believe the lineset is moving with the initial startup pressure and making contact with the masonry. Greg R.
My family has been using this company for years. They've always provided us honest feedback on pricing for repairs and maintenance. This means a lot to a family on a tight budget. We never feel like we are charged for unnecessary items. All charges are explained and examined in great detail before being followed through. We greatly appreciate this company and we will always recommend their services.
My experience with Nelson Comfort was positive from beginning to end. I have a 100 year old home that did not have central AC on the 2nd or 3rd floors and no simple way of installing it. The salesman , Greg, came up with a very creative way of positioning and installing all of the system components in closets and crawl spaces. These details were fine tuned by Greg returning to our house with an installer before ordering materials. When the work started we had 2 foreman, Keith and Elijah, and their crews working on our job. The foremen were polite, knowledgeable and hardworking. Their apprentices were polite and respectful as well. Working in a house such as ours with wood lath and plaster walls and ceilings is messy, but the crews did their best to minimize the dust and debris and cleaned up well each day. I am in the commercial construction business and know when a job is done well (or poorly). Our job was definitely done well. I highly recommend Nelson Comfort for new system installations. Jim P.
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