Oak Point Heating and Air

I had the worst experience with this company. The customer service is terrible, they hardly ever answer the phone. Then when you finally get a representative on the phone, you have to deal with rude and unprofessional people. The representative never returned my calls or called me back when promised. The technician turned out AC off on Friday promising to come back the next day and he never showed up. He finally came back to service the unit on Wednesday. Whatever the technician did made things worse and we have been without AC for 2 weeks. I finally got so frustrated with them that I decided not to do busy with them. I tried to inform them of how urgent we needed our AC repaired being that I have an infant but they were still unresponsive and rude.

with Oak Point HVAC did not fix my HVAC issue that was called into the warranty company. He did not attempt to troubleshoot at all.
My warranty company, Total Protect, contracted Oak Point Heating and Air to repair the issue with my inside air handler due to my air filter that was wet and soggy. *** promptly came to my home on Tuesday, May 29, 2018. I explained to him in detail my concern with the wet and soggy air filter. I asked him to open the air handler and check to make sure that nothing is leaking water inside and to check the condensate drains/piping to make sure there was no blockage. He did not open the air handler at all and told me that it was unnecessary. I was persistent with asking him to make sure the pipes are not clogged. He told me again, that was not necessary and that if they were clogged, water would be all over my carpet. I told him that I was concerned about that and possible mold/mildew issues if there is water leaking anywhere. When he asked the age of my air handler, I told him that it's been here since I moved into my house when it was built in 2005. He told me that I don't want him to open it up because it's no telling what he will find because he thinks the system will go out soon. All he did was tell me that he noticed freon was low in my outside unit and he will pump 2 lbs of refrigerant into it. He told me low freon can be a sign that something is wrong and the low freon my have made my filter wet. Well, on Friday, June 1st, 2018, I noticed that my filter was wet again and it water actively leaking on it. I called my warranty company on Saturday morning, Jun 2nd to tell them I still have the issue and the lack of concern I received from Oak Point. They contracted another company out that was able to see my system a few hours later on the same date. I was told that my entire air handler is out. The technician OPENED my furnance and she showed me what was causing the leak onto the air filter. She also showed me how the water that was leaking was not going into the drain pain and into the pipes like it should be. She also showed me other visible areas on the outside of the air handler that showed that it was fried. This is why my filter was wet. It was a sign that the air handler was out and any EXPERIENCED HVAC tech who cares would have known this! She also showed me how the water was also leaking below onto the wood that can quickly get damaged and cause mold and it will need replacing. She had me put a cooking pan to catch some of the water so it won't hit the wood until their company can get the air handler approved and replaced by warranty. She also told me that my outside system could also be damaged and stop cooling the house due to the air handler going out and the reason why the house was still cool was because my outdoor system was still new, but it won't keep running for long.

I am very livid to the fact that *** came to my house, took my deductible, and he did not fix my issue or even tried to troubleshoot and repair anything. If I listened to him, then our system would be completely damaged for good. His resolution of just putting more Freon in was only putting a band-aid on this gigantic problem that was already brewing. I asked him numerous times to check the air handler, but he refused to do it. How can an experienced and certified HVAC technician do this to a customer? I advised my home warranty this morning that I do not want his company (Oak Point Heating and Air) to ever service my home again! His laziness and lack of service is unacceptable and he should not do this to any customer ever again.

I cannot warn you enough about using this company. A tech came out for some home warranty work and replaced a capacitor on my outside unit. He than told me that my coolant was low (it was not) and overcharged my system causing the unit to burst from the pressure. Now I need an entire unit and they are refusing to fix the damage they caused. Clearly more training is needed from their HVAC technicians. I would recommend you get service else ware.