Custom Aire

I was a customer for 16 years. I had good service over all of those years. This time was different. I called because the heat went out in a condo that I rent out to a tenant. Customaire's first response over the phone was that my unit is old and they would send someone out to give me a free estimate for replacement. They did that. When I asked them what was wrong with the unit they said they don’t know. But here is our estimate for replacing. I said I’d like to know what is wrong to know if repair or replacement is justified. They said they could send a technician out to assess the problem and give me an estimate for repair (after some back and forth) at a cost for a visit of $90. And they would bring out some heaters to help keep my tenant keep warm. Later that day they showed up and the technician told me he could not proceed with evaluating the problem because the circuit breaker for the unit had tripped and could not be reset. The circuit breaker needs to replaced by an electrician. They told me I would need to have an electrician replace the breaker before they could go on. They also told me they had left the heaters there which they had not. After another call, they finally got the temporary heaters out there.
Next I got an electrician to come over, which now is after hours, only to have the electrician tell me that the breaker is just fine. The Customaire technician simply did not reset the breaker! Then my electrician went on to diagnose the problem to some extent. He also got the unit running on backup heat. I then called Customaire back and told them I got the circuit breaker replaced, even though it did not need to be and that they could come out to finish their assessment and do a repair or give me an estimate. They would not come out because we were not without heat and they won’t do that after hours. I explained that this is a continuation of during hours work that you incorrectly terminated. No chance. See you another day. Okay, so finally I go to another contractor and ask them to give me my repair and replace options which they did free of charge. After their free visit and estimate of almost $2000 less than Customaire, I used them and decided not to go with my 16 year Hvac team, Customaire and install a new unit with the new guy who up until that time had not charged me anything. And. The new guy would put it in 2 days later, whereas Customaire with their $2000 higher cost had now pushed me, their 16 year customer, out 4 days until after the weekend.
You would think that’s the end. But there is still more. The president of Customaire, Robert Schneider called me up and said he heard about my plight and thought that this is not the way they want to treat customers after hearing the while story. He went on to offer 1 year free maintenance ( on a brand new Hvac system that I was having installed) and would pay for the electrician visit since their technician had told me that the circuit breaker was bad. He made this offer to me at his own initiative. I said thanks and after a few days, when I got the electrician invoice I sent it over to Mr. Schneider as he requested.
After many more days and upon my inquiring on the status of the reimbursement, Mr. Schneider said that he didn’t mind making good on his offer, but he thought the electrician charged too much and I should question the electrician about the details of the invoice. I did so and provided all the details of the hourly rates and after hours charge, etc. that went into the bill to Mr. Schneider.
Now silence. I made several phone calls at various hours of the day only to learn that Mr. Schneider is not available, his voice mail is full and there have been no return phone calls. The same for several emails that have gone unanswered.
So here I am now. Waiting to find out if Customaire wants to make good on their offer. This is what 16 years of being a customer at Customaire looks like. Still waiting....

I was led to believe an ultra violet light was a standard part of all *** units provided/installed by Custom Aire.

They receive 1-star for promptness (showed up the same day I called) and no stars for anything else. Their tech recommended a $2400 repair to get my AC working AND he stated it would take several days to get the parts prior to being able to repair it. I called a 2nd company which diagnosed only a small repair (replacement of capacitor). This 2nd company then fixed my AC the same day for $175. To make it worse, Custom Aire is also trying to charge $400 for the diagnostic visit instead of just a normal $85 visit charge, which is all I had agreed to. I do not recommend them - incorrect diagnosis and hidden charges.

I engaged the service of Custom Aire to replace a thermostat. When the tech service person arrived he replaced the thermostat and charged me $299. Additionally he told me the compressor needed a deep cleaning and charged me $250 for squirting the outside of the compressor with a water bottle for 15 minutes. He spent less than 30 minutes on both jobs and charged me 549.20. I am very concerned that I was overcharged for the services. A thermostat was replaced and air conditioning compressor was washed down by the technician in less than 30 minutes total time. The charge for the so-called “deep cleaning” seems particularly egregious since the cover was not even removed for the compressor. Additionally, this service was not requested buy me. I have requested a detailed invoice with a breakdown of parts and labor on three different occasions and I still have not received it.

On August 14, 2018 I called Custom Aire to have them come over to my home to diagnose why my air conditioner was not working. I was told over the phone that the service would cost $95.00, which I agreed to. The technician came to my home to diagnose the problem. Once he diagnosed the problem, he gave my two options to fix the AC (new AC unit or a $2,452.84 repair to the existing unit).

As he was leaving, he told me that the $95 diagnostic would be credited back if I used their services. At the point, I gave him my credit card for him to bill us for the diagnostic, but that we did not agree to move forward with the recommended repairs.

Later that evening I received my emailed receipt. On it was a total charge of $397.50. In addition to the $95 diagnostic fee, they had also charged me for a misc. repair of $280 plus tax. At no point did I agree verbally or in writing to anything beyond the $95 diagnostic visit, and at no point during the visit did they state they were doing work beyond the $95 diagnostic visit. Additionally, my AC unit was not working when they left, so there was no "repair" completed.

I spent the next two days speaking with them over the phone regarding the additional charges, which were unauthorized and invalid (since AC was not repaired). They are unwilling to refund the money and have stated only that they will give us the additional $280 payment as a credit towards future work. I am very upset that they could overcharge the agreed upon amount without authorization and without fixing the AC unit, and then continue to hold the extra payment as hostage in order to gain additional work.

I am so happy that Scott and The Custom Aire Family came to my rescue after my parts and labor plan with PGW did not live up to the contractual pledges within their warranty.
Scott came out personality and properly diagnosed the issue I was having with my outside unit during an unsettling situation with my rental property. My tenants are four elderly women with health issues that required immediate attention due to the outside temperature.
The Schneider Family legacy in the HVAC industry is one that is of quality expert service, high integrity, honesty and transparency.
When it comes to customers, competitive pricing, respect and attention to detail are a priority when the use any service provider and The Custom Aire Team met as well as exceeded my highest standards.
Thank You Custom Aire!

As a general contractor I occasionally coordinate subs for my bigger jobs.
Carl's reputation and the attention to detail on install jobs is second to none. When I need additional help, it's important that I choose subs that live up to my high standards.
My experience with Customaire is worth 5 stars.

Custom Aire installed a new water heater, the tech left noting there was an exhaust issue. less than a week later carbon monoxide detectors go off, and the gas company deemed the water heater an issue and locked it down for red flame. Owner of custom aire replaced water heater after 6 hours of trying to reach the company to come out and service. I took an entire day off for this replacement water heater as well as when they installed the first one- next issue with this company, they did the PM service for my AC, found repairs I paid for those to be completed, then a couple of weeks after the repair my AC shuts off at the start of a heat wave, I call the emergency service line and Matt says he cant be out until "maybe" the next day, I had to call another company and pay for that service, this other company found repairs needed to the exterior wiring, this was missed on the AC PM service I paid for. I requested a refund for the PM Service to include the heating PM I paid for and will not have done by them because they are not trust worthy and the costs for the emergency AC service, The PM service agreement with Custom Aire is they will be out 24/7 and they did not come out or even answer my 6 call attempts for service, I have not heard back from the company and it is concerning they operate this way, take your money provide below standard service and when what they work on breaks they dodge you, I want my money back and I want this company to know they have no right to treat people this way- walking away knowing a carbon monoxide issue was inevitable and walks away when the AC stops- I paid a lot of money for both of these repairs and they are not evening returning my calls, what will they do to some helpless senior? they cannot be allowed to continue to do this

I hired Custom Aire for installation of *** heating and cooling units several years ago. I was happy with the work at that time. Recently, one of the units stopped working, and I had someone come out to assess and repair the unit. It cost $100 to diagnose the problem and almost $400 for them to come back and fix it. The same guy who diagnosed the problem came to do the repairs, and after about an hour and half, told me everything was working fine and had me sign the work order without showing me that the unit was actually fixed. After he left, I went to turn on the unit and it did not work. I called the service department, and they sent a different repairman to check the unit. They did not charge me for this reassessment, which I expected as I had already paid for the unit to be fixed, and it had not been. The second repairman diagnosed a totally different problem. I talked to the service department about having that problem fixed, and *** the service department manager, let me know that he would charge me full price for the second repair. When I questioned why I would be charged as I had already paid for repairs that did not actually fix the unit, he told me -- without any proof -- that the first repairman had fixed the unit, that it was fully functional when he left my house, but it had broken again in the 20 minutes between when the first service repairman left, and when I went to turn the unit on. Of course, that would mean that the unit had broken while it wasn't even running. I asked if I could speak with someone else, and *** patched me through to what he said was the owner's phone. I don't know if it was actually the owner's phone, because no one picked up, and the voicemail did not identify whose phone it was. Whoever it was, they haven't called back.