Autumn Air Heating & Cooling

I would like to say that I've used autumn air heating and cooling company several times and they always provide to best service, very honest and reasonable prices even on a holiday.

I always receive prompt service from knowledgeable tech when I call Autumn Air.

First off I am a native Arizonian and I know how important it is to have A/C at the snap of a finger. My family got caught in a bind where we needed immediate service and Autumn Air heating and cooling came to the rescue on short notice. And provided class A customer service along with urgentcy to get my family some A/C. They have professional and knowledgeable techs that do the job right the first time. They even fixed a few minor problems they had seen from previous A/C companies at no expense. This is good o'l fashion customer service at its best, the owner Josh N[redacted] even called me a few times after they services our A/C to make sure things were running smoothly for my family. I am a customer for life I highly recommend Autumm Air Heating and Cooling to anyone who values customer service and quality you can feel. Thanks again Autumm Air.

Awesome company! Had no issues whatsoever!

They are efficient and good at they do. They responded quickly and fixed iur A/C.

Review: One of my AC units started making a horrible loud grinding noise. I have a maintenance plan with Autumn Air. On July 26, 2015 I called Autumn Air. Their technician Carl called me and said it sounded like either the compressor or the fan motor. Carl came out to check out the problem. He took one look at the unit and proclaimed, "I can tell you right now just by looking at it the problem is that the compressor has gone bad." Carl did not connect any diagnostic tools to the unit to double check his diagnoses. He gave me a quote of $2,320.00 to replace the AC compressor. This price sounded extremely high to me, so I told Carl I wanted another company to take a look at it and give me a price. Carl said this was fine and to just let him know. I called another AC company who came right out. They connected compressor diagnostic tools and said the compressor was fine, and that the problem was the AC fan motor. I sat an watched as they replaced the fan motor. The AC unit then worked perfectly and the horrible loud noise ceased completely and the AC unit functions perfectly. Due to this situation I no longer can trust that Autumn Air can diagnose a problem correctly and more importantly that they won't try and sell me something I don't need. I called Autumn Air and requested they refund the remaining dollars left on my maintenance plan since it was their company employee that had/has caused the problem of miss trust, and not my simply wanting to cancel the plan with no cause. I spoke with Joshua and he refuses to refund the money, stating the contract states they can minus any savings I received for past service from the price of the maintenance plan. I argue that the cancellation policy is null and void as they caused the issue, and as far as I'm concerned they tried to sell me something I didn't need. Had they tested the unit, diagnosed the problem correctly, and not try to sell me a new compressor at $2,320.00 but rather the fan at $400.00 I would not be requesting the remaining maintenance dollars returned to me. I was under the maintenance plan when they performed previous work and am not requesting the full maintenance plan price be refunded.Desired Settlement: I paid $550.00 on 10/21/2014 for the 2 year maintenance plan. Ten months of the plan rounded up has transpired, with 14 months remaining. $550/24 months = $22.9166/month * 14 months remaining = $320.83 remaining on maintenance plan which I feel is owed me for Autumn Air's misdiagnosis and attempt to charge me $2,320 for a compressor I didn't require.

Business

Response:

I spoke with Ms. [redacted] yesterday after my PMA co-ordinator Jennie could not seem to give her an answer that was acceptable, the conversation started off fine, however quickly it escalated as she began screaming and cursing in the phone, I politely let her continue so she could get her complete story out, it went from good to bad when she refused to accept the terms of her contract. As a consumer I understand how Ms. [redacted] feels. I was not able to talk to my technician prior to our conversation, as a business owner when someone starts accusing your company of lying to them or deceiving them, you tend to take it personal. In 13 years I have never had a customer completely lose control and call me a "mother*fer" and she would see me in court. After we disconnected I sat there in awe of what just transpired. I called my technician immediately to find out his side, he reported to me that he indeed told her, of her fan motor and her compressor, she stated the price was too much and had a friend that could do it cheaper, but to give her a quote on the compressor. He had stated to her it was pulling high map draws and that coupled with a bad fan motor, which was obvious because it was not moving, he recommended a new unit as well, due to the age and dependability of her current system. Ms. [redacted] then had a friend replace her motor. After speaking with my technician, I had my PMA Co-ordinator Jennie, call Ms. [redacted] and ultimately left her a message,(which she never called back) our original intentions was to let Ms. [redacted] regain her composure and take a day or two to allow another attempt at solving her problem. As discussed with her on the phone before she became erratical, the initial investment was $550 or $22.92 per month, upon signing with our company we waived the original tune-up fee of $54.95 and a capacitor we had to change out at $131.40... both of these items were performed at no charge with her signing up on the agreement, on the contract it states , where she signed, in the event she cancelled, the refund would be the original amount ($550) less $186.35, for services performed that day. We next serviced her home on 6/10/2015.... we performed routine maintenance and two coil cleanings, which were waived directly related to having a maintenance agreement in effect, the cost of those services as indicated on her invoice was $319.95. While there she purchased two other maintenance items at a 20% discount. The discount of the invoice came to, $73.57. Not even considering the service call on 07/26/2015 in which she sent us away in leui of using her friend, we have given discounts and services totaling $579.87 plus the ten months of use @ $22.92 = 229.20 = $809.07. I don't understand the reasoning behind expecting $330 for a refund, unless Ms. [redacted] is assigning zero value to the original maintenance and capacitor on the contract dating 10/21/14, or the work done on 6/10/15. I would have gotten to explain this had she not tried to power ballad over me, during our "conversation". She kept insisting that she didn't want to cancel her agreement that we were forcing her to by being dishonest. At this point, the customer would owe us money to cancel her agreement, I am more that willing to let her cancel and owe us no further money. I just want her to find a contractor that is willing to work with her financial situation that she feels comfortable with. I wish she would have given us the opportunity to speak as adults and explain in full detail the contract, however she resorted to swear and demeaning me on the phone, and I don't wish to continue a relationship like that.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

The Business' response contains untrue information. 1. It was the business that continually interrupted me during the 'conversation'. I was never allowed to fully explain why I felt I was NOT cancelling the agreement per the terms of agreement, but rather it was the business and their faulty diagnoses of the AC issue, thus trying to charge me $2,300 for a compressor I didn't need as being the reason to terminate, not cancel, the agreement. Had the business not lied I would not have wanted to terminate the agreement. Due to their lying their cancellation policy is void. Only if I wanted to cancel at no fault of the business should the cancellation policy apply. Since when does a business get to lie and cheat their customer and then the customer has to follow their policy? What about my policy? 2. The fan motor in the unit WAS spinning and working, it was only making a loud noise. Cold air continued to blow in the house, thus the fan was working, but making a loud noise. Here again the business is lying. 3. The discounts and service prices the business sites in their response are their opinion of such price/cost. I looked up the cost of such equipment and they sell for much less. Example: A compressor for my unit sells for $580 to $780, this would mean the business was charging me $1,520 to install. The web states it should only take between 2 & 4 hours to install - includes all the other steps necessary for a full compressor install. 4. Obviously the business' intent during the 'conversation' was to frustrate me to the point of hanging up on them. He is very good at interrupting and treating his customers so horribly that they can't take it any more. I repeatedly had to raise my voice over his interruptions stating, "Please let me finish", "You didn't let me finish", "You keep interrupting me and not letting me finish", etc. It was extremely frustrating to the point I had to threaten court action at which he proclaimed, "I have been taken to court 16 time (or there about) and have won every time and always will." Think to yourself, if this business has been taken to court multiple times what is it they do to their customers that cause the customer to take the time and money to take them to court. Don't do business with Autumn Air or you may find yourself sold something you don't need, never receive the full value for your money, and so frustrated you'd rather throw your hard earned money away than to ever speak to them again. At this point I never want to hear from this company again.

Regards,

This company is very honest and when they say there guy will be there he is there.I am so glad to have a great company that stands behind there work,I would recommend Autumn Air to the world....ThankYou for always taking care of our needs.All the employees are so very caring and courteous, and the owner Josh Nepa is the best .

This review is to inform others of the good service we received from Jeff and Chris on 03-10-2016. We had attended the Home Show the week before we met Jeff. He explained the home assessment you all do through APS that could possibly lower our electric bills. We took him up on this offer and couldn't be more pleased that we met him. He and Chris arrived on time, explained the procedure they were going to do and gave us suggestions that could help our air flow in the future at no cost to us. They were honest, professional and very informative. We were thrilled with them and Autumn Air, and will do business with them in the future. Just wanted to let everyone know, they have good people working for them. That is hard to find these days. Thanks again.

Review: I contacted this company for a tune up on two heating and air conditioning units for one of my rental houses. The technician did not even look at either of the air handlers that correspond to each system. One is located in the attic and one in the garage. After verbal communication, finally, with the tech, he informed me of several issues and recommendations. I specifically told him that I would call the company for further instruction and authorization of his recommendations since I was going away for a couple of weeks. I went ahead and paid the fifty plus dollars, over the phone, for the tune up. A couple weeks later when I returned I noticed that I was charged over 250 dollars. I contacted the company's technician and he informed me that he had replaced the capacitor for one of the units. I was charged about 200 dollars for a 20 dollar capacitor and 5 minutes of labor. However, when I inspected the unit there was no capacitor ever replaced nor did the unit ever need one. Since I am HVAC/R certified and retired after 12 years in the trade, I trouble shot the unit myself. I replaced the condenser fan motor and the unit is working fine. To this date I have contacted the company several times and I have not yet received and invoice nor a description of what this company's tune up consists of. I have requested to speak to a supervisor or the owner and all I get is the run around. Please help me with this matter. It is my belief that this company is a fraud and takes advantage of their customers who are not familiar with this type of trade. They should be put out of business and any other negative complaints from prior customers should be taken very serious. I plan to open a case against this company in small claims unless this matter is settled. At this time I request that this company give me a full refund.Desired Settlement: All complaints against this company should be taken serious and the public should be made aware of their fraudulent practices

Business

Response:

I have had a representative speak with you regarding your situation, it is documented that you were offered on more than one occasion for us to come out and look at your situation. In your initial complaint you mention that the price is not agreeable and during other portions of your complaint you mention that you never received the item, and other portions you never authorized it either. You also mention as to the fact that you are in the ac field, and you did your own repair. I don't understand as to why you contacted us in the beginning? While out there you told the service tech you would replace your own motor when you got back in town, however you authorized the replacement of the capacitor after arguing about the price. From my stand point it sounds as if you needed a temporary fix until you were able to do things yourself. Now that you replaced it yourself you want to argue you never authorized it, it was too much, and it wasn't installed? Lets be honest here and just own up to the fact that you repaired it yourself and now just want your money back. To call a company dishonest or scammers, when in fact you yourself are the one trying to game the system is laughable.

Josh and his crew are very educated, very respectful. I have been a client for years. I refer Autumn Air when I can. Great service and great pricing.

Review: They keep calling my phone even though the phone is on the do not call list. When I asked the caller if knowing that we are on the do not call list would lead them to stop calling me, he laughed and said 'no.'

If he calls me again, I am going to charge them $500.Desired Settlement: STOP CALLING ME.

Business

Response:

I apologize for what the complainant is going through, I checked 3 times in our data base, I do not have a listing with any numbers or names supplied.... I am wondering if there is a distinct chance that there is a mix up, or if this is not a legitimate complaint. Can you please review this and remove from our records, as we have never done business with this individual, or perhaps provide something showing different info in regards to someone we actually do business with?

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID[redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.They have called me to try and solicit business. Their number is in my phone database. I couldn't put it there.Regards,

Business

Response:

Like I initially stated, I am deeply saddened by the terrible act of receiving an unwanted phone call, however, for me to remove a name and or number out of my data base, it actually has to exist there. This is why I was wondering if perhaps there was another number I could research, and if not, I am asking this matter be closed, as this is not a phone call our firm has made. It is not uncommon, for people when making phone calls, unfortunately to announce themselves as a competitor when they sense they have done something wrong, unfortunately its not ethical nor something we would ever condone, however it is reality, I also know of ways in which I or anyone for that matter could make your number appear on their caller id, I can easily produce this, and can do so at whatever date and time I wish to display. I really would hope you would consider removing your complaint, and understand it is not in our best interest to have you upset, however I would hope you could understand this call did not come from our firm. By doing so I would be more than happy to offer you a tune-up provided at no charge to show you how our firm operates and to restore your faith in our industry.Joshua

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Excellent customer service! These guys saved me from being hassled by shady home warranty contractors! Can't put a price on peace of mind!

Autumn Air is a wonderful company! My Technician, James, called me 1 hour prior to his arrival, he was on time, friendly and worked his butt off! He worked for several hours in my attic and as he worked he would explain to me what he was doing. What I really liked is that he took pictures with his phone before and after and thoroughly explained everything he did. He also gave me pointers on how to reduce my electric bill. He was very clean and said good bye to me and my kids when he left (he even joked about the Easter Bunny with them). James is a great technician and I could not be more impressed with this company and would whole heartedly recommend them to everyone!

I have used the service of Autumn Air for many years, and found them to be a Great company to do business with, they are honest, reliable and fairly priced. they don't try to sell you something you don't need and I noticed (by the emblem on one of there employees shirts) that they are Nate certified one of the highest standards in the havc industry.

Very professional and courteous! They even called to let me know they had an earlier opening to come in and perform my APS ductwork evaluation! My Technician Jeff was awesome and explained everything that he was going to do. Can't wait to use them again!

Great customer service always on time...great ,clean courteous employees...

Following is a letter I sent to the [redacted] which is self explanatory.

Attn: Complaint Department

Re: Autumn Heating and Cooling, Avondale, AZ

Dear Council:

My wife and I recently moved to Arizona from New Jersey and thought it would be a good idea to take advantage of [redacted]’s rebate program and have our HVAC units checked out. [redacted] gave us a list of 3 recommended contactors from which we picked one. We received a follow up call today from [redacted] and this letter is prompted based on my conversation with them as to our dissatisfaction with Autumn.

We engaged Autumn on September 18, 2013 to do an HVAC advanced tune up and duct check on two units. Although I think they may have performed the work in accordance the [redacted] guidelines, the purpose of this letter is show that they are completely unethical and do their best to rip off the consumer.

The first thing that they recommended be done was to change a capacitor on one of the units. They had two different pricing options. If we took their service contract, the price would be $186 and if not the price would be $245.36. Unfortunately, I am not familiar with the working of HVAC units so I told them I would take their service contract and to change the capacitor. After watching them change the capacitor I thought that the price must be pretty expensive for that part since it only took about 10 to 15 minutes to change it out. I retrieved the box from the trash and looked up the cost on [redacted]. I was shocked to see that the cost of the part was $6!! Talk about a rip off!!

I also had them replace the armor flex and cork on the suction line. The cost was $45 each with a service contract or $121 each without their service contract.

When they arrived at our house I explained that we were having a problem with dust in our master bedroom. I was told that they would look into when they did the duct test. After they did the duct test (which was on the smaller 3 ½ ton unit) they said there appeared to be a slight problem. I was told that frequently builders skimp and do not seal the ducts property at the registers and that would cause dust to get blown into the room from the attic. Their solution was to replace all of the registers (6 on this unit) and re-caulk the joints where the ducts met the sheetrock at a price of $900. I balked at this

price so he went out to his truck so he could check on the price with his boss. He came back and said today’s only price was $600. I did not have this work done. Our house is 7

years old and there was clearly no reason to replace the registers. Subsequent to them leaving, I took down one of the registers and could see that there was a tight seal between the duct and the sheetrock so if I had followed their recommendation it would have been another $600 down the drain. Incidentally, they never removed a register to see if there was any gap.

Another one of their recommendations which I did not follow was the installation of a compressor start assist at a cost of $269.10.

One of things that was performed as part of the [redacted] checkup was an acid wash of the condenser coils. I did not see them do this but it appears that it was done by pouring acid on the top of the unit and letting it filter down. I don’t know if this is the normal procedure but it seems to be a strange way to do it since it discolored part of the top of the unit and caused part of it to rust.

Foolishly, I entered into a one year service contract with these folks at an initial cost of $298 for both units plus a monthly fee of $23.99 for both units. My motivation for this was the “reduced” pricing on the capacitor and armor flex.

During the course of them giving me recommendations, Autumn would go out to their truck to contact [redacted] to see if they would approve work and see if it would be subject to a partial rebate. I don’t know if this was standard procedure or just a ruse.

I was disappointed that [redacted] recommended this company as a preferred contractor. It is apparent that their primary goal is to rip off their customers. The tech who did their work at our house was Jeff. I have attached copies various paperwork relating to these transactions. Since they are carbon copies some may be difficult to read.

Despite the fact that the language in their maintenance program agreement is very one-sided, it seems to me that there should be a 3 day rescission clause in the maintenance program contract but there is none. That does not appear to be in conformance with Arizona law.

Although I doubt that this letter will do any good since you are an association of contractors, I am sending it on the recommendation of [redacted].

Very truly yours,

I often times find myself at the mercy of service companies, due to the fact that I live in Ohio and operate several rentals in the Maricopa County region. Autumn Air has made me a believer that folks with good ole fashion morals and ethics still exist. I had one of my properties a/c fail this summer. I had another company come out, and proceed to tell me that I needed repairs in excess of thousands of dollars and tried to pitch me a high dollar new a/c system. I called Autumn Air out, because I read a lot of good reviews online and knew that they have built a great reputation in the community. I actually called and spoke with [redacted], whom I later found out was the owner, he was very pleasant and knowledgable, he spent a half an hour on the phone with me explaining a/c terms to me. They dispatched [redacted] to my home, who found the problem to be a bad capacitor and also the previous company had switch wires around on me. Its great to know that a company you could had easily taken advantage of me, instead shot me straight, they in the end received far less money than they could of had, but have earned our business for life. Thanks for being patient and honest with us.

Jeff was very courteous and informative. It is hard to find good help and when you do they should be complimented. I really appreciate the good help he provided and will recommend him to others.

Awesome company to deal with, quick response, very knowledgable and did a great job explaining the issue in a manner that anyone could comprehend.