Norris Air, Inc.

First I would like to

point out to Norris Air that I have a split unit. When the technician came out

to my house on 12/18/15, he did not look at the second part of my unit in my

attic only the ground portion. He explained to my wife that we had a bad compressor

and that Norris Air would replace the part at a discounted rate. There was no

further explanation to our family regarding other possible outcomes, i.e,  additional parts may be needed and/or tested,

the entire unit could need to be totally replaced. None of these likely scenarios

were ever mentioned to us. The second visit occurred on 12/21/15 when the

technician replaces the compressor. The unit did not work with the new

compressor. He and an additional technician would then go upstairs into my

attic to check on the second part of my unit. After an hour the technician

informs me that there is an additional part that needs to be replaced but

instead of replacing the part he would advise to replace the whole unit because

there also is substantial growth, aka mold in the air handler. I was never

informed of the price of the TXV valve by the technician. It was only after I

contacted General Manager, Corey D[redacted], did they inform me of the price. He

quoted me $861 to replace this part. The technician contacted General Manager,

Corey D[redacted] and offered to put the cost of the compressor towards a brand new

unit. Norris Air would discount the unit from $7300 to $6300. They gave me

thirty days to make a decision. I decided not to pursue a new unit with them

therefore forgoing my $1332. I instead filed a claim with American Express

disputing the charge. American Express sided with Norris Air after conducting

an investigation. I contacted Norris Air to try and get my money back before

filing a claim with Revdex.com. After speaking with Corey D[redacted] for several minutes

he stated that I “threw sand” in his face by filing a dispute with American

Express and he informed me through his secretary, after hanging up on me, that

he would only talk to me through an attorney. Only after interjection from a

family member, who informed Norris Air General Manager, Corey D[redacted], of the

mistake their technician made by not informing us of  no additional parts needed did he try and

correct the situation by replacing the TXV valve, at no cost, to get us up and

running. I am not sure if Corey D[redacted] realized that I had mold in my air

handler unit although it clearly states it on the invoice that Norris Air

provided me. By offering me a TXV valve at no additional cost and not

addressing the mold situation I believe that Norris Air was not looking out for

my best interest. At this point I believe it is fair and just that Norris Air

refund my $1332 and allow my family and I 

to go elsewhere for a new air conditioning unit.

First I would like to

point out to Norris Air that I have a split unit. When the technician came out

to my house on 12/18/15, he did not look at the second part of my unit in my

attic only the ground portion. He explained to my wife that we had a bad compressor

and that Norris Air would replace the part at a discounted rate. There was no

further explanation to our family regarding other possible outcomes, i.e,  additional parts may be needed and/or tested,

the entire unit could need to be totally replaced. None of these likely scenarios

were ever mentioned to us. The second visit occurred on 12/21/15 when the

technician replaces the compressor. The unit did not work with the new

compressor. He and an additional technician would then go upstairs into my

attic to check on the second part of my unit. After an hour the technician

informs me that there is an additional part that needs to be replaced but

instead of replacing the part he would advise to replace the whole unit because

there also is substantial growth, aka mold in the air handler. I was never

informed of the price of the TXV valve by the technician. It was only after I

contacted General Manager, Corey D[redacted], did they inform me of the price. He

quoted me $861 to replace this part. The technician contacted General Manager,

Corey D[redacted] and offered to put the cost of the compressor towards a brand new

unit. Norris Air would discount the unit from $7300 to $6300. They gave me

thirty days to make a decision. I decided not to pursue a new unit with them

therefore forgoing my $1332. I instead filed a claim with American Express

disputing the charge. American Express sided with Norris Air after conducting

an investigation. I contacted Norris Air to try and get my money back before

filing a claim with Revdex.com. After speaking with Corey D[redacted] for several minutes

he stated that I “threw sand” in his face by filing a dispute with American

Express and he informed me through his secretary, after hanging up on me, that

he would only talk to me through an attorney. Only after interjection from a

family member, who informed Norris Air General Manager, Corey D[redacted], of the

mistake their technician made by not informing us of  no additional parts needed did he try and

correct the situation by replacing the TXV valve, at no cost, to get us up and

running. I am not sure if Corey D[redacted] realized that I had mold in my air

handler unit although it clearly states it on the invoice that Norris Air

provided me. By offering me a TXV valve at no additional cost and not

addressing the mold situation I believe that Norris Air was not looking out for

my best interest. At this point I believe it is fair and just that Norris Air

refund my $1332 and allow my family and I 

to go elsewhere for a new air conditioning unit.

Norris Air received a complaint from the Revdex.com and Mr. Ryan [redacted] on February 9, 2016.  (#11115593)Here is our response:One of our employees asked if we could do service at his stepson in- law & daughter-in laws home.The Initial service...

call was on December 18, 2015 and diagnosis from that visit was a bad compressor.We agreed to give Mr. [redacted] a “family discount” on a repair.  Original price (without warranty) was $3,358.00, including Freon and labor.  We agreed to discount the compressor by $2026, so his total cost would be $1332.  This price was given “at our cost” and as a favor to our employee.  Norris Air would not make a profit.We installed the compressor on 12 21 15.  At start-up we found that the TXV was not working. ( We cannot diagnose this problem until the system is running).  Our service tech talked to Mr. [redacted] at this time, about installing a new system, once again at a substantial “employee discount”.  We gave him a price $2,000.less (once again Norris Air would not make a profit)  or a discount on replacing the TXV.  Again, that being a break even amount, as a favor to our “employees family”.  Both offers were turned down.  He then paid the $1332 on his American Express and signed the completed invoice. On 12 22 Mr. [redacted] called Corey, our GM, and expressed concern that  the TXV was not diagnosed at the time prior to the compressor being installed.  Corey explained that without the compressor engaged, the TXV would not operate.  At this point, we had no other communication until February 4, we received a notification from American Express challenging the charges.  Our response back to them was:    We have a signed captured sales slip, Proof of Authorization, a signed invoice authorizing work that was completed, and proof that the cardholder has possession of the merchandise and service.  American express re-credited our account in full.January 29th Corey received another phone call from Mr. [redacted] demanding that we give him his money back for the compressor.  Corey stated that we had done everything that we could to help him, once again stating that we had done his repair at cost.  Because of his hostile attitude, the call ended.His father-in –law approached Corey to see if there was a resolve to this situation.  Corey contacted Mr. [redacted] and offered to install the TXV at no cost to him, then his system would be operational.  Mr. [redacted] refused.The call ended again.Norris Air has gone above and beyond to rectify this situation peacefully.  Mr. [redacted] has refused every solution.  We do not want this to create hard feelings between our loyal employee and his family member.Hopefully this explanation will resolve this issue.Respectfully,Paula N[redacted], CEONorris Air, Inc.

Norris Air is knowingly letting their technicians lie to customers about what is "wrong" with their a/c units. I had them out on Saturday and the tech found all kinds of "problems" to the tune of $2409.00 that he could discount to $1959.00 if we signed the $139.00 maintenance agreement. I declined and had someone else look at the unit. I was told that there is "absolutely nothing wrong" with the unit, it just needed Freon; that the Norris air tech claimed to have added at an additional cost of $70.00

I called and spoke to the office manager and after 2 days was told they would discount my charge to $162.00, needless to say I will never recommend this company to anyone.

I got ripped off by Norris Air. First of all I agreed for the $144 initail charge (overtime charge for a Saturday). This service man ([redacted]) tried to talk me into a new fan replacement of ($700.00). The fan motor was replaced just recently for about $150.00. Then [redacted] found 4 wires which he reconnected, not with my approval and charged me $193.00 for 2 reconnects. Total bill of $530 at the maximum 30 minutes of labor. Reluctantly I paid the bill, he said it was company policy and standard pricing. Total parts were about $1.00, Electrical tape and wire end caps. If the tech would have told me the cost of the $386 repair, I would have not had the repair, and paid the $144 and sent him on his way. I just hate companies that pray on the elderly, disabled and low income people. I would not ever have ever use this dishonest company. I do not recommend this outfit to any other people.

My sister-in-law had some A/C problems this last Saturday - July 5, 2014
I called her homeowner’s warranty service company and the A/C repair company couldn’t come to help her until at least Wednesday of next week…and that was considered their emergency service!
I called Norris Air and connected with [redacted]. He called me right away, explained that he had another service call in front of me. I explained our situation and he gave me some suggestions like changing the filter, etc. to see if I could solve the problem myself. Although he had several calls, he stayed in touch with me throughout the day. When he arrived around 3:00pm on Saturday, he was able to determine quickly that we needed some coolant added to our system. He did that and my sister-in-law was enjoying her A/C a little while later.
I just wanted to let you know that your service was amazing! [redacted] is truly an asset to your company. He was polite, courteous, kept everything clean, and was able to resolve our issue quickly and efficiently.
In a time when “service” doesn’t mean what it used to, your company provided exceptional service.

Review: I contacted Norris Air to evaluate my HVAC unit because I was not getting any heat December 18, 2015. The technician Rey came to my house one hour and a half earlier than expected and trouble shot my unit. He informed my wife that it was the compressor and did not say it was any other part. Norris Air came back on December 21st and installed a new compressor. Now that the new part was installed the unit still did not work properly. Rey informed me that instead of paying more costly repairs that I should upgrade my entire unit. I was still required to pay Norris Air $1332 but they would put that towards a new unit. They quoted me a price for a new unit of $6303 for thirty days. The technician never mentioned what the other part was that was wrong with my unit. I feel like he should have presented all options to my family and I which he didn't do. Only after I spoke with Corey D[redacted], GM for Norris Air, did I find out what the other part would be to fix my unit. Now I have invested $1332 into a six year old unit and still my heat does not work. Norris Air's prices are extremely high even after receiving a family discount.Desired Settlement: I wouldn't do business again with Norris Air and I am requesting a full refund of my money of $1332.00. I do not trust that they will do quality work for myself or my family. I am extremely disappointed that I spent this amount of money and the unit was not fixed. I am wondering what kind of troubleshooting the technician did and why wasn't he able to find all the problems. Also, I was not presented with different options. For instance I would have liked Rey to explain to us that if he replaced the compressor it might not fix the problem.

Business

Response:

Norris Air received a complaint from the Revdex.com and Mr. Ryan [redacted] on February 9, 2016. (#11115593)Here is our response:One of our employees asked if we could do service at his stepson in- law & daughter-in laws home.The Initial service call was on December 18, 2015 and diagnosis from that visit was a bad compressor.We agreed to give Mr. [redacted] a “family discount” on a repair. Original price (without warranty) was $3,358.00, including Freon and labor. We agreed to discount the compressor by $2026, so his total cost would be $1332. This price was given “at our cost” and as a favor to our employee. Norris Air would not make a profit.We installed the compressor on 12 21 15. At start-up we found that the TXV was not working. ( We cannot diagnose this problem until the system is running). Our service tech talked to Mr. [redacted] at this time, about installing a new system, once again at a substantial “employee discount”. We gave him a price $2,000.less (once again Norris Air would not make a profit) or a discount on replacing the TXV. Again, that being a break even amount, as a favor to our “employees family”. Both offers were turned down. He then paid the $1332 on his American Express and signed the completed invoice. On 12 22 Mr. [redacted] called Corey, our GM, and expressed concern that the TXV was not diagnosed at the time prior to the compressor being installed. Corey explained that without the compressor engaged, the TXV would not operate. At this point, we had no other communication until February 4, we received a notification from American Express challenging the charges. Our response back to them was: We have a signed captured sales slip, Proof of Authorization, a signed invoice authorizing work that was completed, and proof that the cardholder has possession of the merchandise and service. American express re-credited our account in full.January 29th Corey received another phone call from Mr. [redacted] demanding that we give him his money back for the compressor. Corey stated that we had done everything that we could to help him, once again stating that we had done his repair at cost. Because of his hostile attitude, the call ended.His father-in –law approached Corey to see if there was a resolve to this situation. Corey contacted Mr. [redacted] and offered to install the TXV at no cost to him, then his system would be operational. Mr. [redacted] refused.The call ended again.Norris Air has gone above and beyond to rectify this situation peacefully. Mr. [redacted] has refused every solution. We do not want this to create hard feelings between our loyal employee and his family member.Hopefully this explanation will resolve this issue.Respectfully,Paula N[redacted], CEONorris Air, Inc.

We were desperate, we had a storm out here in Sun Lakes and our a/c went out, it was so hot and muggy. I called Norris Air at 10am this morning and they were here by 11:30am. Their guy was so polite and courteous, he immediately got to work and within minutes he knew what was wrong. He gave me an assortment of options on how to proceed and waited patiently while my wife and I figured out what we going to be able to do. Once we told him what our decision was he went to work and before you knew it our air was fixed and I was sitting down with a cold glass of tea by 1pm. These guys are awesome and I will recommend them to everyone I know, and anybody who asks. They do what they say they are going to do, and show up when they say they are going to show up. We were treated honestly and fairly with quality service all the way.............