Capital Heating & Cooling

I had a great experience with Capital Heating & Cooling! Their customer service was wonderful and flexible when scheduling an appointment for install and their techs are very friendly and knowledgeableI will definitely be a repeat customer!

Capital Heating & Cooling received the above-referenced customer complaint & appreciates the opportunityto respond. We take this complaint regarding Ms. [redacted]’s warrant very seriously.Our parts & labor warranty ensures that if a customer experiences equipment failure within 10 years or...

laborfailure within 5 year of installation, the cost to repair the failed product(s) will be waived. Ms. [redacted]’swarranty requires her equipment be maintained annually by Capital Heating & Cooling or an authorizedservice technician; failure to do so may result in denial of service. After reviewing Ms. [redacted]’s servicehistory, we have no record of routine maintenance since installation. In the event the maintenance wascompleted by another service provider, our protocol is to require proof of service & factory authorizationbefore reversing any fees or cancellations.Admittedly, while under warranty, trip-charges are waived during normal business hours. However, nonbusiness/emergencyservice hours have increased price schedules. In Ms. [redacted]’s case, should have been$149 trip charge & $300 repair cost – not $69 & $250 respectively.I’ve personally spoke with Ms. [redacted] on 9/15/14 and presented the below solution:Waive the aforementioned fees & facilitate enrollment of an annual maintenance plan that includes routinemaintenance. From there, we’d priority schedule the past due maintenance required to ensure herequipment is operating safely & efficiently.Customer satisfaction is our priority; please advise on next steps to resolve Ms. [redacted]’s complaint.

TOP NOTCH customer service and QUALITY work. Their service will make me come back to them. Installers and technicians are polite and professional. They explain all of the work that is being done. Their office members are the same way. Very good quality all around.

I requested a service technician to check installation of a new AC unit. I was called on the day of service to inform me that the technician would be calling soon to inform me of his arrival time. He did arrive right on time, introduced himself and went about his inspection in a very professional manner. He patiently answered all my questions and exhibited an earnest desire to insure my satisfaction.
I will definitely use Capital HVAC for annual maintenance and request the same technician

Staff were prompt, respectful and knowledgeable. Installation was challenging because of our basement setup, but Capital welcomed the challenge and did what it took to do the installation done and done right!They cleaned up before they left so it never looked like they were there.

Our AC went out last summer and [redacted] came out to give us a quote for a new unit. She told me what we needed for our size house and walked me through the whole process as to who would come out and how long the install should take. The install went very well. We had one service issue after the install and it ended up being a cracked gasket. We noticed there was an issue in the evening and the service technician was there first thing the next morning. Everything has been good since. I would recommend Capital to others.

[redacted] does all of our forced air and A/C work for our properties under management and for our construction company. He does what he says he will do, when he said he will do it, for the price he agreed to. He is always available to take my calls and solve a problem if one arises.

Additionally, his staff is easy to work with and they are personable. You do not have to worry about having unprofessional looking technicians in your home or properties.

We look forward to another successful year with Capital Heating.

Awesome, trustworthy, reliable company! Working with so many different people over the years, including at my own restaurant – I value a company like this.

Review: Purchased heater 2 years ago. Paid 10 thousand dollars.

Company came next day said the boss owner and himself looked up my warranty. Parts covered labor not. Would be 300 then reduced to 250.

I looked up warranty on e-mail warranty for 10 year parts 5 years labor.

Showed installer copy. Said I would still be charged a trip charge.....um no labor is covered.

Very unsatisfied with this company. I felt I was lied to and taken advantage of. I have nothing that states I will be charged a trip charge for something under warranty for parts and labor. IDesired Settlement: not to charge bogus charges Trip charge is a made up charge that wasn't discussed prior to instalation. I didn't sign to pay anything. An apology would be nice too...lying is never a good practice.

Business

Response:

Capital Heating & Cooling received the above-referenced customer complaint & appreciates the opportunityto respond. We take this complaint regarding Ms. [redacted]’s warrant very seriously.Our parts & labor warranty ensures that if a customer experiences equipment failure within 10 years or laborfailure within 5 year of installation, the cost to repair the failed product(s) will be waived. Ms. [redacted]’swarranty requires her equipment be maintained annually by Capital Heating & Cooling or an authorizedservice technician; failure to do so may result in denial of service. After reviewing Ms. [redacted]’s servicehistory, we have no record of routine maintenance since installation. In the event the maintenance wascompleted by another service provider, our protocol is to require proof of service & factory authorizationbefore reversing any fees or cancellations.Admittedly, while under warranty, trip-charges are waived during normal business hours. However, nonbusiness/emergencyservice hours have increased price schedules. In Ms. [redacted]’s case, should have been$149 trip charge & $300 repair cost – not $69 & $250 respectively.I’ve personally spoke with Ms. [redacted] on 9/15/14 and presented the below solution:Waive the aforementioned fees & facilitate enrollment of an annual maintenance plan that includes routinemaintenance. From there, we’d priority schedule the past due maintenance required to ensure herequipment is operating safely & efficiently.Customer satisfaction is our priority; please advise on next steps to resolve Ms. [redacted]’s complaint.

I recently purchased new air conditioners and furnaces for my side-by-side townhome (both sides, matching equipment). Both of the air conditioners sit adjacent to each other in the back yard, and one of them was making much more noise than the other. After trying a few things over the course of two visits, it was determined that the compressor needed to be replaced. Today, the technician, Alex, completed the work in a timely and professional manner. He was courteous with both myself and my tenant, covered his shoes when inside the home, brought a floor mat for the front doorstep while he was here, etc. Alex was also the technician who came out when we first experienced trouble with our previous air conditioner, and he was just as polite and professional then as he was today. I'm very impressed with him and the company overall. They are clearly focused on customer satisfaction and live up to their stated values as a business.

I am an interior designer and project manager and have worked with [redacted] at Capital Heating and Cooling on a few projects including adding a new zoned furnace, adding ductwork and general maintenance. [redacted] provides excellent follow up. She is always able to answer any questions or concerns that I may have. I am very pleased with the customer service she provides to me and my customers.

I had Capital Heating and Cooling out to clean my ducts. I chose them because they are a member of NADCA, the National Air Duct Cleaning Association. I had some concerns about my initial service, so Capital sent Frank & Mike out to have another go at it. They were extremely professional, and they did an incredibly thorough job. I'm pretty certain that I now have the cleanest air ducts in the city!

I've used Capital Heating & Cooling before for A/C Tune-ups at a rental property I own in Wauwatosa, but was really impressed yesterday when I called about an emergency heat repair. I thought for sure it would be really expensive, but they called the tenant directly to learn more about the problem. They scheduled the appointment for the following day (avoiding an emergency charge for me!) At the appointment, they repaired what was broken and didn't try to oversell me on anything unnecessary. But they did give me a completely free estimate on how much it would cost to replace the furnace when it was time, along with financing options.

I was really impressed with their customer service, and overall concern with my pocketbook & safety of the property.

I'd use Capital Heating & Cooling again and recommend them to my family & friends.

I have used Capital's representative [redacted]. She sourced a difficult to find part for me. Not only was she knowledgable, she was extremely courteous. Capital ordered and received the part faster than places I tried on the internet!!! It's great to do business locally and get that kind of service!

Review: I had problems with the fan not running in my air conditioning unit at my home. I called Capital Heating and Cooling about it since they came to my home about the same issue June of 2015. They came to my home on June 10, 2015 to service it since I was paying each month for a service agreement at 17.95 per month since last June of 2014. He came out and worked on it for over an hour. As he worked on it he tripped the circuit at least five times if not more because I had to keep resetting it from my basement in the circuit box and one of the times I heard a loud noise when this was happening. Which he was just combining wires by trial and error and doing what he shouldn't have been doing which blew my compressor and that wasn't even the problem in the first place. He proceeded to tell me I needed a new air conditioning unit because obviously he had shorted and blown it and this was not the problem in the first place. I was extremely upset.

I then called my friend Dave who used to work for a heating and cooling company and he now works for WE Energies. He came over on Father's Day Sunday June 21, 2015. He opened up the unit and saw that it had been tampered with because wires had been crossed and placed where they shouldn't have. Other wires were left hanging and not connected and a couple pieces of hardware were installed which were unnecessary. He called the owner of Capital Heating and told them they need to make this right and some of the things that occurred with my air conditioning unit or else I should get all my money back for the work and the maintenance program which is about $850 and replace/correct the air conditioning unit because it was their fault that they blew the compressor. We did take photos of the tampering and disconnected wires which were left like this deliberately.

I then spoke with Capital Heating & Cooling. They came back to the house, Brad the service manager and Brent the technician. They again did some rewiring. I heard him telling Brent what was supposed to have been done which was the reason why my compressor was destroyed. They also removed a piece of hardware which they installed last summer and replaced it with a standard piece and did not even reduce what my cost was for this as well. They did not remove the top of the air conditioner to look at the compressor. He would have seen that the wires were disabled from the compressor to the power source. I cannot believe all the tampering and lack of knowledge which caused my air conditioning to break when it was just a capacitor for the fan that needed to be fixed.

I would like my air conditioner to be in working order and would like it replaced and my money returned for things that were done which were not the problem in the first place and caused my air conditioner to be destroyed. I am a single woman in Whitefish Bay with a child in college I do not appreciate dishonesty and being lied to in order for these companies to make some money. I would have like to have what was supposed to be fixed and handled to have happened. I do appreciate honesty, decency and good work. Dave D[redacted] with WE Energies came to look at my unit twice and discovered the bad wiring, tampering and insufficient work which shot the air conditioning compressor and is a witness to all of this. If you need to speak with him as well, his cell number is ###-###-####. Thank you for your understanding, your time and coming to some kind of resolution for me. I greatly appreciate it.

[redacted]Desired Settlement: Replacement and refund! Replace my air conditioner after tampering with and blowing my compressor and refund me total amount paid for service and repair ($820.40)

Business

Response:

Capital Heating & Cooling

received the above-referenced customer complaint. We take Ms. [redacted]’s complaint very

seriously & appreciate the opportunity to respond. During the initial repair visit in June 2014, Ms. [redacted] was advised to replace the

compressor on her air conditioning system.

The system itself is over 20 years old and the compressor was showing

signs of failure ie. blowing fuses. Ms.

[redacted] opted for a repair not a replacement; a NATE certified technician

repaired the equipment using what’s known as a “hard start kit”, which is

intended to temporarily prolong the life of a compressor. Ms. [redacted] also signed up for an annual

maintenance plan to take advantage of benefits including a 25% discount on her

repair. During the June 10, 2015 repair visit, the same NATE certified

repair technician diagnosed a completely grounded/failed compressor, which

cannot be repaired and replacement is the only option. When a compressor is grounded, the circuit

breaker blows when you try to turn the AC system on. Upon arrival the technician found the circuit

breaker off, indicating that someone had attempted to turn the AC system on

before he arrived. Prior to a diagnosis,

is the trouble shooting process, also done by a certified HVAC technician. During this time, the technician

checked wiring for shorts or incorrect wiring; he found neither. The hard start kit was disconnected and connections

were loosed to verify the diagnosis of the failed compressor.) After confirming the aforementioned diagnosis, there was no

need to reconnect the wires as the equipment was completely inoperable. Additionally, the circuit breaker was left in

the off position and the disconnect plug was removed. Had we reconnected the wires, Ms. [redacted]

would continue to trip the circuit breaker if she tried to turn her AC on with

a failed compressor. Upon departure of

that Ms. [redacted] was satisfied with the diagnosis, and wanted to schedule an

estimate for a replacement system at a later date. Consequently we were surprised to receive a

disgruntled call from Ms. [redacted]’s representative. Because customer satisfaction is a top

concern, both Department Manager (NATE and NADCA Certified, and the repair

technician returned to Ms. [redacted]’s home on June 22 and reconfirmed the

original diagnosis, a failed compressor.Per Ms. [redacted]’s request on July 1, 2015 we’ve cancelled

her annual maintenance plan.

Consequently all benefits are no longer active ie. repair discounts,

rebates, etc.Settlement Recommendation:Ms. [redacted]’s

Maintenance plan included a repair rebate, which entitled her to apply the

$605.52 2014 repair cost towards a replacement air conditioning unit. While Ms. [redacted] has cancelled her annual

maintenance contract, as a good faith gesture we’d like to offer her the

opportunity to apply a credit of $454.14 ($650.52 repair cost, less the 25%

discount she received as a plan benefit.) Additionally, pending credit approval we have

a 0% interest for 5 years financing promotion to help with payment. Customer satisfaction is our priority; please advise on next

steps to resolve Ms. [redacted]’s complaint and if we can provide any necessary

documents for her service history and recommendations.

We have been using Capital Heating for the past four years. We have been very satisfied with the wonderful knowledge and information given to us by the technicians that have come to the house. They have even come to the house in an emergency twice within 24 hours.(We had no heat!) I would highly recommend Capital Heating for all of your heating needs. Give them a Call!

Mike [redacted] is one of the best service technicians - thourough, honest, and knowledgeable.