Carrano Air HVAC Contractors Reviews (%countItem)
Carrano Air HVAC Contractors Rating
Address: 308 Ridge Rd, Dayton, New Jersey, United States, 08810-1506
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Most excellent, most courteous, most competent, most knowledgeable company we have ever done business with. Always polite, always punctual, always clean up after they work. They have replaced heating and cooling in our sixteen thousand square feet church building and have done an excellent job. Their prices are extremely fair. Entire congregation very pleased with the work that was done. I highly recommend this company and will definitely be doing business with them in the future. By the way, their office staff is great as well. Thanks Mr Steven and Carrano Air for doing an excellent job.
Wonderful company to employ for HVAC. Professional technicians, Herb was great in keeping in touch before work was done. He explained all in detail. All and any questions answered. I feel this is a company that can be trusted and they deliver as promised. All the technicians were polite and respectful and worked non-stop taking only about 5-10 minutes to eat some lunch. Resourceful individuals. I was concerned about what company to hire for a very old, non-functioning heating system and am very happy I found a company I can trust. I feel secure in calling them if I have problems in the future.
CARRANO INSTALLED A HVAC UNIT IN MY CONDO THEY DID NOT INFORM ME OF THE BRAND ETC. TODAY CORRANO HAS BREACHED THEIR CONTRACT TO ME BY NOT SERVICING THEIR WORK INSIDE OF THE WARRANTEE. THEY ARE IN BREACH OF CONTRACT. THIS MUST BE NOTED AND I MUST BE GIVEN RELIEF. NEEDED ASSISTANCE VERY BADLY AS I AM A 69 YEAR OLD ASTHMATIC AND ALLERGY SUFFERER. REQUIRED IMMEDIATE REPAIR OF THE SYSTEM NOT FUNCTIONING. HAD TO CALL 2 OTHERS TO COMPLETE THE REPAIRS SO I COULD BREATHE.
Carrano Air Contracting in 2014 did install a HVAC unit for Ms. as purchased through Home Depot. Ms. was informed of the brand and in fact signed paperwork prior to the work being done acknowledging the equipment being installed, and then again a completion form once work was complete, stating that the work was done to her satisfaction.
Ms. never contacted Carrano Air Contracting regarding any issues with her 2014 install prior to this year, in which she began sending accusatory non-comprehensible emails demanding that we switch out her system for free in response to email advertisements that were sent.
In response Carrano sent out response letters via email to Ms. and then again via both regular and certified mail explaining this in detail, which she refused to pick up from the post office.
Exactly what was signed and paid for was installed into her home. We cannot switch out a system for free simply because a customer is unhappy with their purchase 4 years later. Please see the signed agreements attached as backup.
Thank You,
***
Service Manager
Carrano Air Contracting
Complaint: ***
I am rejecting this response because: because I called them not the Home Depot they made an arbitrary cost and applied it to my Home Depot card. the facts bear this. out. Being an old single lady not sure if it was or is a good work. no choice but to accept. I have all the original papers. Hope I have sent the right papers have trouble have 2 more don't know where they are on the computer I will search for more but this one is self explanatory thank you
Regards
The Document provided by Ms. herself contradicts her claim that Carrano installed equipment without informing her of the brand/manufacturer. This is clearly stated on the paper she herself submitted to the Revdex.com.
Please see my last response as Carrano does not have anything further to add in regards to this rebuttal, and requests this complaint be removed.
***
Carrano Air Contracting
I'm so glad that I choice Carrano to replace my central air condition system. They gave me the imformation on the cost, sizes and two brands that they install and did not try to pull me towards one brand over the other. Both brands were good and I made the decision on my needs. I like that there was no hard sale. The crew were polite and courteous and worked neatly cleaning leaving everything clean. All questions and concerns were addressed quickly and to my satisfaction. Carrano is the best service I have come in contact with.
I schedule service on my heat pump. They gave me a Saturday app. at a OT rate. The tech shows up , and THEN realizes I have a heat/pump system which includes checking equipment on the roof, which requires a key from the office that is closed on Saturday! The person making my appointment NEVER mentioned the fact that they needed access to the roof, which requires me to get the key! I could have gotten the key from the office the day I made the appointment, IF I WAS TOLD THE CARRANO TECHNICIAN NEEDED IT TO SERVICE MY UNIT! It's up to the company to let the customer know ahead of time what's required and not wait for the technician to show up at TIME & A HALF to figure it out ! The tech tells me that I still have to pay Carrano $144.23 just for him showing up to tell me that he can't do the job because his office never told me that I needed the key to the roof! I told him that I shouldn't have to pay anything because it was up to THEM to tell ME that they needed access to the roof when I made the appointment NOT after they show up! They have done work in our development and know that they need access to the roof, they should have told me! HE CALLED THE OWNER, CARRANO HIMSELF, to discuss it with me, CARRANO tells me and I quote " I checked your history/file with us, we have been their 4 times, once to install the unit, and 3 other visits and I should have known that I needed the key"! I told him that I didn't live here for the 4 visits only 2 in and 1 was for a leak on the floor which they did not go on the roof for, the other was for service that was probably during the week because it was performed WITHOUT ME GETTING A KEY form the office! He said I still had to pay. I should be refunded the $144.23 service fee (my check #***) because it was CARRANO's fault that they did not mention that they needed access to the roof when I made the appointment. My heater is accessible from my deck the compressor is on the roof. I thought they were going to fix what was accessible.
To Whom It May Concern:
While we are here to service all your heating and cooling needs, we also cannot send our technicians out on overtime, without being paid to show up. We have very scripted call notes, and anytime a call from your development comes through every customer there is informed that a key will be needed from the managers office to access the roof. We have to make this point due to all the equipment there being heat pump units that require us to access the roof. We do try to accommodate our customers schedules due to the fact that not everyone can be home Monday through Friday 8 am to 4 pm and we do understand that. In this case you were told that the dispatch fee would be applied to your work being done once rescheduled and you stated that you did not want to use our service anymore and you were going to pay our dispatch fee with no problems. We would b more than happy to apply the dispatch fee towards your rescheduled service appointment. that is always our company policy that is explained to every customer. The history on your account says we have have been there at least four times, and yes one was for a leak but the others have been for service and one for replacement of the original equipment located at your address. Site notes are there stating that the after hours fee, and the key being needed for roof access was also explained. If you say this did not occur I apologize and will address the matter with our staff accordingly to make sure the issue never occurs again. We want the opportunity to make this right and are willing to apply the after hours dispatch fee towards your rescheduled appointment.
Our normal office hours are from 8 am to 430 pm Monday through friday and we do offer weekend and emergency appointments as well as holidays for an extra rate that are billed at time and a half. This should have been explained to you as well. If this was not explained to you please let me know as well so we can address this as well.
Sir we will refund your money back, but you need to be aware that our Owner Mr. has never spoken to you directly. You were speaking to the Service Manager, the owner was out of town and not available at all during the weekend. After a review of all the circumstances, you will be issued a full refund in this matter as per Mr. himself. He wants to make this right and wants it noted that this was corrected by Carrano Air Contracting, Inc.
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
Thank you, I was told that I was speaking to the owner. I am satisfied with the outcome.
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Regards
Carrano provided prompt, excellent service that went over and above that which was expected. On a holiday evening, they worked late to insure a new installation would function properly. This is a company that can be trusted. Good customer service and excellent technical skills.
Very prompt, on time service. Technicians were courteous and had expert knowledge, honest pricing. My airconditioning and heating was designed and installed by Carrano sixteen years back, required only one time repair! This repeat customer recommends them highly. Five stars, all the way.
We have been customers of CARRANO for 12 years. Back in May 2005 we purchased a TRANE -XL141 cooling-4TTX4048A1000 and Furnace system-TE50660C210. This was a replacement unit. From November 22, 2005 on we have NOT had one season without repairs to this unit-mostly the A/C but the furnace has had issues as well which was the case in Nov 2005!!
Let me add we ALWAYS had the Preventive Maintenance performed twice a year by CARRANO but still this so called top of the line system would break down.
During the 10 year warranty period it would of been nice if Steven Carrano's Service Manager would of contacted us and told us he was going to speak to TRANE on our behalf (as yearly repairs prove we were sold a defective unit) A LEMON and we have every service record to prove this!!
Recently we were told our evaporator coil is leaking and Carrano performed a leak test charging us $633.39. Then to add salt to the wound they told us to repair this (as we are off warranty ) it would cost $2140.00-UNACCEPTABLE!!
We have been homeowners for over 20 years and have done much work to our homes -this experience is beyond outrageous after paying $14,200 and getting burned.
We also sent Carrano Air Three referrals and this is how we are treated as customers!!
One of the referrals told me her evaporator coil leaked and was replaced (her system is 8 yrs old ) so she was under warranty.
We tried desperately during the warranty period to convince CARRANO to go to TRANE and demand a NEW system but they did nothing just band aiding a faulty system.
We understand HVAC systems break down but NOT from day 1. In closing, after paying good money for an product and having yearly repairs we are just fed up!!
Mrs., while we are extremely sorry for your troubles, you failed to mention in your review the fact that for the last four and a half weeks we have contacted Trane multiple times on your behalf and escalated your troubles to the top of the chain within Trane. Only to have Trane refuse your claims, again because your system was out of warranty for over two (2) solid years now. You have also failed to mention the fact that we got our distributor involved to have them push your problems up to Trane as well, and yet again the manufacturer Trane shot down your claim, as it was out of warranty for over two (2) years. We offered to replace your current evaporator coil at a discounted price that our distributor worked with us to achieve for you. Then, we offered to give a credit for the leak search against that price, at which time you agreed to have performed. Overnight you gave thought on the subject matter and then refused the entire offer once again because you felt that Carrano Air Contracting, Inc. should fix this system for you at no cost even though your warranty has been expired for over two (2) solid years now. You have repeatedly, threatened lawsuits over the expiration of your warranty, and your thought process that all should be covered at no cost to you. Also, what you fail to mention is that for the first five (5) years the system was installed in your home you had no maintenance performed at all on your equipment which is detrimental to equipment lifespan. Yet, it was Carrano Air Contracting, Inc. who was able to get your first major problem covered under warranty, when the manufacturer did not want to warranty the equipment for the failure to have maintenance performed on the equipment. After the first incident, you had maintenance performed every year from that point onward, and there were some things that needed to be corrected within the system, and it was handled by Carrano Air Contracting, Inc. with no hassle for you. We have done everything in our power as a company to get this latest incident covered by the manufacturer for you going above and beyond what is required by our firm. To the point that Trane, Inc. and our distributor have both told you that they have never had a company care so much about the customer to go as far as Carrano Air Contracting, Inc. has gone on your behalf. Yet here we are being slandered maliciously by you. We just wanted the record to reflect our dedication to all our customers, no matter the situation.
JUNE 24, 2017
In response to Carrano's reply:
Carrano initially contacted TRANE on our behalf but then dumped the issue on myself after I was told by Carrano's Service Manager TRANE was going to fix/replace the Coil for FREE!!
Obviously this was a LIE!!! The only helpful person was the man at The Wallwork Group (they are the manufacturers) who again I have been on the phone with for COUNTLESS hours and weeks at this point.
Carrano basically has washed their hands of this which is clearly POOR customer service.
We have been desperately trying to ask for Carrano's assistance since Nov 2005, when we started to have A/C and Furnace issues-major one's I might add.
Funny you mentioned we NEVER did preventive maintenance from 2005-2010 so untrue I have the receipts right in front of me so please don't even go there . I'll drop the copies off at your office if you like. Also we had been given 2 years of FREE preventive maintenance which I see clearly written on the contract. So lets tell the facts !!!
We are now forced to repair the coil for over $2000 which could of and should of been avoided if the leak was addressed in 2010 when the unit froze and leaked and was STILL under warranty.
It was Carrano's responsibility to contact us during the warranty period and let us know all these repairs are HIGHLY unusual. They should of gone back to TRANE with all of these major repairs. Instead their Service Manager at the time, would do nothing to help us-Shame on you Carrano. That is FAR from good customer service. We are the customers who rely on Carrano Air as we are not experts that's their job and that's why we hired them. So here we are with this lemon from day 1 and a $2000 bill plus NOT ONE SEASON OF UNINTERRUPTED,TROUBLE FREE A/C or HEATING for our home. It's just not right.
UNHAPPY CUSTOMER
Carrano Air was the Best The answers all my questions to care of all my concerns came out when I said they will and now my system is working better than ever.
Thank you Carrano
Thank you for your business!