Piedmont Metro Heating & Air Conditioning

I rarely write a bad review. But this time I am compelled. If there were such a thing as minus stars, I would rank Piedmont Metro on that side of ZERO. It has been 3 weeks (not 1, not 2 but 3) since I first contacted them about a cooling issue I was having. Of course an answering machine picked up and proceeded to tell me how important my call was and someone would get back with me......bull. After 1 week and several other messages left, I finally got a person, who said that someone would call and let me know when I could expect service. At the end of the second week and several messages left, I finally got a call back to say I was "on the schedule" and they would call me ahead of time so someone could meet the technician at my house. So passes the third week.......Finally today, the technician called to ask if I could be at the house between 10:30 and 11:00. "Of course." I replied, visions of sleeping in a cool bedroom dancing in my head. I arrived at the house at 10:20. !0:30 came

I've had a home warranty company for three years andthis summer is the first time I've had to use it.I live in Raleigh, NC and the average summer temp is 89 degrees with high humidity and this summer is typical.When my A/C started failing my warranty company toldme to use Piedmont Metro. I am glad I did!This is a family owned and operated company withexperienced technicians.My warranty company had me jumping through so many hoopsand gave me a lot of grief, the only good thing they did for mein this saga was introduce me to Piedmont Metro.They were and are experienced and compassionate, theycared about me and my deteriorating situation ofno air in my 90 degree house. My saga without air went on for 16 days while the warranty shipped two wrong sized coils that didn't fit my unit even though they were given the correct sizes.Piedmont went above and beyond by getting me a coil to fit my unit and telling me that they would settle with my warranty company. They knew that I was caught in the middle, in a 90 degree house for more than two weeks with temps outdoors in the mid 90's.I will use them for my HVAC and furnace from now on because they responded, they are experienced and actually had compassion for my situation. Good customer service with thepeople in the office and the experienced techs in the field!I highly recommend them.

Piedmont Metro installed an air conditioner for me. I am having problems getting them to return and fix itLast year my 5 year old air conditioner conked out. I called Piedmont Metro to fix it. They told me it cannot be fixed, but they will install a new one for me for somewhere around $3000. I agreed, as it was beginning to get hot here in north Carolina. I made an appointment for a free checkup for this year. A gentleman ([redacted]) came to check it out and determined it was not working. He promised to return with another gentleman so that they might be able to determine the problem. It is going on a week, and I haven't been able to get them to return. The reason I need this to be done in a timely fashion is that my mother will be moving in with me. She is 82 years old, and I will definitely need my heating and air conditioning to work. In the interim I tried to get another company to come out. They said they will not touch it because the air conditioner has no brand on it. There is NO NAME ON IT (unreal, I know).If you can help me with solve this I will greatly appreciate it. Thank you. [redacted]Desired SettlementI need Piedmont to fix my air conditioner/heatingBusiness Response To whom it may concern, We have had an issue with getting in with the customer. The problem the customer was having was not any result to the work we have performed at her residence. It was a zone problem and was nothing more than going out and reprogramming the system. We did apologize for any misunderstanding she had, but customer was thinking this was an issue resulting from a job we had done for her in the past.Sincerely[redacted]Piedmont Metro

Did not fufill energy Service Contract4-16-2013Piedmont responded to a requested service call for a [redacted] gas pack-Model-[redacted], Serial [redacted]XXXXXXXXX. Found bad circuit board, we purchased part and on 4-19-13 service person returned & installed, plus installed surge protector and programed new thermostat. Was paid $240. We then purchased an ESA for $129. Contract states its to start on 4-16-13 and end 4-16-14. We have not heard from them since.Looks like contract would have started on 19th even tho we didn't receive any l year-2 visits. Called and asked for refund and they advised that they wouldOver a month ago. Have not had any response.Desired SettlementRefund of $129.00. Business Response This customer called us when their unit wasn't working. We arrived at location and found unit had been put in by a nonlicensed professional and that a permit was never pulled for the unit according to the code for Raleigh, NC. We did everything we could according to the law to be able to help this man with the problem that had been created prior to contacting us. We have tried several times to coordinate doing routine Maintenance for this customer before deciding it would be in our best interest to refund $129.00 as to avoid working any further on a unit that was not installed to code and never inspected. We are refunding his money because we have a 100% guarantee. Check # XXXXX $129.00 mailed out on 06/16/14.

Unfulfilled Service AgreementHere is a copy of the letter I mailed to Piedmont MetroFebruary 15, 2016Piedmont Metro,I am requesting a refund on the unused portion of the Energy Savings Agreement (Twice yearly, tune-up), because after several calls, service has not been rendered. I received service in the Fall of 2014.In the Spring of 2015, I called 4 times. The first two times I was told Piedmont Metro was not doing Spring service yet and that I was on the list for when they did. Never hearing from anyone, I called twice again in May, always being told someone would give me a call. I left a message requesting a refund and was told someone would be out the following Tuesday. Tuesday came, and I had to call again. Finally, somebody was sent out. For the Fall 2015/Winter 2016 service, I never heard from anyone, so February 1st, I called and [redacted] told me he would have the person in the office call and schedule an appointment with me. Knowing Piedmont Metro has had a very long history of leaving me hanging when service is requested, I called again on February 4th. [redacted] said they were waiting to see what the weather was doing, before they came out, but I was on the list. I told him it was my understanding that someone was going to call to get me on the schedule/set up an appointment and he said he was going to pass it off to the office to do that.It is now February 15th and I still have not received service. I am exhausted from year after year trying to get service. The only time I did not have a problem was the day I called to have the unit installed. Piedmont Metro showed up the same day that day and after that I've had to continually nag to get service. At this time, I prefer a prompt refund on the unused portion of the service agreement. (2 years/ 3 years). I have no desire to have to nag anyone for service for another 2 years.I have enclosed a copy of the service agreement that was purchased. Two-thirds of the agreement has not been fulfilled, leaving a refund of $212.Cordially,[redacted]Desired SettlementAt this time, I prefer a prompt refund on the unused portion of the service agreement. (2 years/ 3 years). I have no desire to have to nag anyone for service for another 2 years.I have enclosed a copy of the service agreement that was purchased. Two-thirds of the agreement has not been fulfilled, leaving a refund of $212.This matter has been resolved. The business provided the refund. Thank you for your assistance in addressing the matter.

The Piedmont technicians were friendly and very knowledgeable about the problem with our AC unit. They worked with the warranty company to get our AC unit replaced. Customer Service contacted the warranty company on our behalf and filed all the necessary documents to get our work request resolved. They continued to provide me with status updates on the progress of my work order with the warranty company. Great company to partner with for your AC problems!","pos-2

My family just purchased a home in the Durham area in Spring. Unfortunately the first time we needed to put the A/C on, it was not able to cool our home down. My Husband contacted another Heating & Cooling company & they arrived 3+ days later. We were informed that all we needed was a new condensate pan. We waited two more days before they came back with the new part. Three days later the temperature raised above 90 degrees & we had no A/C. After contacting the previous company, we were told that It would be 5-7 days before a technician could come out...
We contacted Piedmont Metro & from that first contact we were not treated as just a number but a family in need. Even the person who answered the phone actually asked questions & gave us some tips to try & troubleshoot our unit. They had a technician at our home in less than 24 hours. The technician was very honest & gave us options for our aging unit that wasn't maintained properly prior to our purchase of our home. As well as being reasonably priced. When the technician left our home that first day... We had A/C & a game plan for the future which included in replacing our unit. He took the time to explain everything he saw & photos so we were completely informed to make the best decision for our family. Last week we had our Winter check & as a Mother I was so surprised when [redacted] (the technician) asked me if we had working Carbon Monoxide Detectors on each floor. I have never been asked that before by any Heating & Cooling Company that I've dealt with in my previous homes & businesses. The entire team from our first call to the technicians that were in our home have always been professional & understanding while giving their time to answer all our questions. I will & have recommended Piedmont Metro to anyone who has any issues with their own Heating & Cooling Systems!!

The Piedmont technicians were friendly and very knowledgeable about the problem with our AC unit. They worked with the warranty company to get our AC unit replaced. Customer Service contacted the warranty company on our behalf and filed all the necessary documents to get our work request resolved. They continued to provide me with status updates on the progress of my work order with the warranty company. Great company to partner with for your AC problems!

I had an issue with my A/C Unit and was dispatched Piedmont Metro. Company came out checked and Freon was out.I recently had an issue with my A/C unit not cooling. I called my Home Warranty company on 5/10/2015 and they dispatched for a Piedmont Metro to come out. Piedmont Metro came out on Tuesday,5/12/2015 and the technician went to the unit outside and checked the freon level. He indicated that the freon level was low and he put more freon in and indicated I should cool off soon. No invoice or receipt was given of their service. On Sunday, 5/17/2015, I noticed that my A/C still was not cooling, so on Monday 5/18/2015 I called Piedmont Metro and spoke with an employee and told him that their company recently came out and my A/C is not working. He then said that I needed to call my Home Warranty company back and let them know what was going on and I asked if I would be charged another deductible for them to come back out and he stated no. I called my Home Warranty company and let them know my situation and they ordered a recall for Piedmont Metro to come back out. I wanted to verify that I wouldn't be charged for this recall and they agreed and said I wouldn't be charged. They did state that if there is another issue with my unit, then I would need to pay my deductible. I was issued another work order and was told that Piedmont would give me a call to schedule service. So,on Tuesday, 5/19/2015 I contacted Piedmont Metro to see when they were available to come back out, employee said they would call me back.... no call back.Wednesday,5/20/2015 I had not heard from Piedmont Metro, so I called my Home Warranty company to have them call, the CSR said there was no answer and she left a message for them to call me back. I didn't receive a call back, so I again called Piedmont @4:39pm, employee said their computer was downa nd they needed to get my information and call me back. No response back that day.On Thursday, 5/21/2015, I called my Home Warranty company and spoke with an CSR to request another company to come out because at that time I was fustrated that I had not heard from Piedmont. My Home Warranty company did dispatched another company but as soon as they did, Piedmont Metro called me back and asked for my information again and that they would call me back. I hadn't heard anything from Piedmont, so I called them back @ 3:00pm and left a msg. At this point I had been playing phone tag with this company since Monday 5/18/2015 and no return calls to let me know if they could come back out. I called Piedmont Metro on Friday, 5/22/2015 and spoke with a nice lady who use to work there as their office manager or receptionist I explained to her I have been playing phone tag since Monday 5/18/2015 and there has been no return calls. She asked for my information and said she would call me back. She indeed called back and said someone would be out today. The techinican came to my home around 2:00pm and check the freon level again and it was low, he then went to check the unit in the attic and said I had a leak and that the evaporator coil needed to be replaced. They had the part in stock but needed to get approval from my warranty company. I asked him for a receipt and he indicated that they don't issue receipts because they have to send directly to the home warranty company. I told him I have never experienced that with any contrator that my home warranty company sends out. He said he would check once he gets back to the office and once he calls the claim in and get approval of part they would call me. I called my home warranty company to get clarity/verification about getting a receipt and they said custosincemers should receive one and not sure why I was told that. To make a long story short, there has been no contact since 5/18/2015. I had to request another company to come out to service my unit.Desired SettlementI am not requesting any settlement. Just want othe consumers to know about the companies customer service rapport.explanationBusiness Response I am writing you in response to a complaint we received by a cutomer that we serviced, [redacted].We received a work order from one of our home warranty companies on the tenth of May, 2015. All of our customers are very imortant to us here at Piedmont Metro. Piedmont Metro called the customer within the alotted time period given to us by the home warranty provider. We were able to dispatch a service technician on the twelth of May, 2015. When the service technician arrived to [redacted]`s property, the technician found that there was a leak in the evaperator coil and they also found that the freon level was Low. The service technician added freon to her unit to correct her refridgerant levels.[redacted] called us back almost a week later to inform us that her air conditioning was once again not working. For us to be able to go back to the residence, the customer does have have to call their home warranty company for a new claim. We requested that she do so. If the problem is something that was addressed by the previous claim, the customer does not have to pay another deductible. If the problem is a new diagnosis, than they do not have to pay the deductible. In this case, [redacted] did not have to pay the deductible.We call our customers every day. Calling customers and staying in touch regarding the status of a claim is a priority to us. We deal with a high volume of home warranty claims daily. Each and every one of these claims are priority. When we receive a claim, we immedietly enter all information into our system and call the customer. We deal with every claim systematically. After each claim is entered into our system and called, they are automatically entered into our dispatch system. Us at Piedmont Metro called the customer on many occasions, unable to receive contact. After many attempts, we were able to contact [redacted] on the twenty fist of May, 2015. We informed Mrs. [redacted] that we will send a service technician to her home on the twenty-second of May, 2015. We received a phone call from [redacted] that very day.When the service technician arrived, he once again checked the freon level and informed the customer that she also had a leak in the evaporater coil.Receipts are available at the customers request. [redacted] has been mailed the receipt.We are experiencing high temperatures here in North Carolina. When the temperatures rise to this extent, we try to help our customers as quickly and efficiently as possible.

I rarely write a bad review. But this time I am compelled. If there were such a thing as minus stars, I would rank Piedmont Metro on that side of ZERO. It has been 3 weeks (not 1, not 2 but 3) since I first contacted them about a cooling issue I was having. Of course an answering machine picked up and proceeded to tell me how important my call was and someone would get back with me......bull. After 1 week and several other messages left, I finally got a person, who said that someone would call and let me know when I could expect service. At the end of the second week and several messages left, I finally got a call back to say I was "on the schedule" and they would call me ahead of time so someone could meet the technician at my house. So passes the third week.......Finally today, the technician called to ask if I could be at the house between 10:30 and 11:00. "Of course." I replied, visions of sleeping in a cool bedroom dancing in my head. I arrived at the house at 10:20. !0:30 came","neg-1

My family just purchased a home in the Durham area in Spring. Unfortunately the first time we needed to put the A/C on, it was not able to cool our home down. My Husband contacted another Heating & Cooling company & they arrived 3+ days later. We were informed that all we needed was a new condensate pan. We waited two more days before they came back with the new part. Three days later the temperature raised above 90 degrees & we had no A/C. After contacting the previous company, we were told that It would be 5-7 days before a technician could come out...
We contacted Piedmont Metro & from that first contact we were not treated as just a number but a family in need. Even the person who answered the phone actually asked questions & gave us some tips to try & troubleshoot our unit. They had a technician at our home in less than 24 hours. The technician was very honest & gave us options for our aging unit that wasn't maintained properly prior to our purchase of our home. As well as being reasonably priced. When the technician left our home that first day... We had A/C & a game plan for the future which included in replacing our unit. He took the time to explain everything he saw & photos so we were completely informed to make the best decision for our family. Last week we had our Winter check & as a Mother I was so surprised when [redacted] (the technician) asked me if we had working Carbon Monoxide Detectors on each floor. I have never been asked that before by any Heating & Cooling Company that I've dealt with in my previous homes & businesses. The entire team from our first call to the technicians that were in our home have always been professional & understanding while giving their time to answer all our questions. I will & have recommended Piedmont Metro to anyone who has any issues with their own Heating & Cooling Systems!!","pos-1

Manager of company agreed to refund fee and did not follow through.My heat pump was having issues on the coldest day of the year. I called and they did send someone out fairly quickly. He provided an analysis and an estimate. He told me that the estimate would cost 88 dollars. When I explained that I had specifically asked if there was a charge for an estimate before having them come out I was told that estimates were free. He became agitated and borderline aggressive and asked "So are you going to pay it or not?"I wanted to be fair so he called his manager and we agreed to half of the fee on the basis that I would have the repair done. He stated he did not have time that day but would come out the next morning. I stressed the urgency as I have young kids in the house. After he left, my subpanel started smoking and I had to turn the unit completely off. I called to make them aware of this and to verify that they would be out the following morning. The next day they were a no-call no-show. A day passed and no one called. I finally called and spoke to the same manager. He offered no apology and said they could come out the following day. I asked if he could just refund the 44 dollars and I would go with someone else and he agreed. I have since called back three times and left messages for the manager. Each time I was advised that he would call me back and he never has. I have yet to receive the refund promised.Desired Settlement$44 dollar refund as promised.Business Response Contact Name and Title: [redacted]Contact Phone: [redacted]Contact Email:[redacted]Piedmont Metro always maintains a 100% satisfaction Guarantee with all of its customersregardless if they hire us or not. In this day and age we understand that potential customerswill sometimes gather multiple estimates, so our $88 service fee simply covers our time and trip charge out to acustomer site. If a customer hires us to perform a repair we will apply the $88 service fee towards that repair.In this case Mr. [redacted], was offered two options to repair his heat pump and it could have been repaired that day on the spot.Under this situation he did not approve either of the two options that afternoon to fix his unit, so a return trip wouldhave been necessary for the repair to be completed, if approved. If at any time we believe there is an unsafe condition in a home or business,we stress that to the customer and make sure they understand that, but we also cannot make any repair without consent. While on the phone with Mr. * an apology for any misunderstanding of our $88 service policy was given and since we maintain a 100% satisfactionpolicy as well, the $44 will be refunded via the mail.

I've had a home warranty company for three years andthis summer is the first time I've had to use it.I live in Raleigh, NC and the average summer temp is 89 degrees with high humidity and this summer is typical.When my A/C started failing my warranty company toldme to use Piedmont Metro. I am glad I did!This is a family owned and operated company withexperienced technicians.My warranty company had me jumping through so many hoopsand gave me a lot of grief, the only good thing they did for mein this saga was introduce me to Piedmont Metro.They were and are experienced and compassionate, theycared about me and my deteriorating situation ofno air in my 90 degree house. My saga without air went on for 16 days while the warranty shipped two wrong sized coils that didn't fit my unit even though they were given the correct sizes.Piedmont went above and beyond by getting me a coil to fit my unit and telling me that they would settle with my warranty company. They knew that I was caught in the middle, in a 90 degree house for more than two weeks with temps outdoors in the mid 90's.I will use them for my HVAC and furnace from now on because they responded, they are experienced and actually had compassion for my situation. Good customer service with thepeople in the office and the experienced techs in the field!I highly recommend them.","pos-3