Princeton Air Conditioning, Inc.

Have been a customer for over 25 years. The service is always professional

Great service, thank you!

We have been customers of this company for years and have always found them to be reliable. The technician today, [redacted] showed up promptly for the appointment and was courteous, thorough and very pleasant.

As residential customers for 25 years, we have always been happy with Princeton Air...technicians are skilled, professional and on time. Highly recommend.

Excellent service and [redacted] was very thorough and very considerate and respectful of my home and my safety.

Review: Princeton Air installed a $65,000 [redacted] Unit in Nov 2012 that promised to save me at least $3000/year on my propane expense. Since the installation, my electric bills in the winter months have been between 3000-5000 each year, essentially vanquishing any hopes of savings. In fact I am spending more money heating my home than I did before.

Repeated attempts to get the unit assessed were honored, and the same shrugging of the shoulders was the response after looking at it with a few technician. This winter in an effort to get another assessment done, I took pictures of frozen pipes and the technician told me the unit was working too hard.

I believe I was sold a defective or undersized units. Repeated attempts to get the owner, [redacted] to properly assess the installed capacity have been ignored. I presented my historical electric bills showing ridiculous 4-5x electric usage in the winter months - proof that the system is not functioning porperly, to no response.I have paid in excess of $10,000 in electric in the last three years with this [redacted] unit and have no way of undoing what was done here.

After entrusting the salesperson [redacted] with the responsibility of remedying the situation with no results, I wrote an email to [redacted] and his entire project team outlining my complaint. I was met with silence and not even a desire to remedy the situation. My installation has become a "black sheep" for them. As long as I can barely afford my ridiculous electric bills, Princeton Air is absolving itself of remedying the situation. Candidly, this is not only unprofessional, but unethical. For a company with an A+ Revdex.com rating to behave in this manner and turn away its customer's massive investment in them is a breach of trust.

I have been very patient year after year but facing these bills in the winter months has hurt me financially and not to mention continues to haunt my cash flow year after year. Princeton Air needs to respond with a solution.Desired Settlement: I want the unit replaced with a larger, defect-free heat pump at no cost to me. I want a refund of my electric overages for the last three years and a formal apology.

Business

Response:

Dear [redacted]On behalf of everyone @ Princeton Air, I would like to thank youfor the opportunity to earn your business, as well as apologize for your beliefthat the systems installed are not living up to your expectations, and/orsaving “as promised” prior to installation. While as a general rule we do notmake “promises” that may include one or more “variables” that we cannotcontrol (and there are numerous variables involved in energy usage/savingscalculations) we do acknowledge that as with any high-efficiency mechanicalupgrade, there are certain expectations of performance that are factored into aclients’ decision-making process, with one of the more important factors beingsavings; so when a clients’ actual savings varies from their expected savings,it is important to understand, for lack of a better term, “what happened”. To that affect, we are more-than willing to perform apost-project utility analysis for you / your home, to see if we can identify“what happened” in this case; but in order to accomplish this, we will requireyour assistance with the information-gathering process; specifically: In orderto calculate your actual savings, we will need copies of your utility usagegoing back to when you first moved into the home; for electric, this willrequire all monthly readings showing the actual (or in some cases estimated)kilowatt-hour (kwh) consumption; and for propane, a detailed summary containingall deliveries from before & after the project was completed. The propaneportion of this should be relatively easy for you to gather, especially if youwere able to discontinue your propane deliveries after the project wascompleted; the electric might take a bit more time to collect, but if you haveonline access to your account, you may be able to download the usage history(either in 1 month-by-month spreadsheet or each monthly bill PDF (preferred)),and simply send the information to us either via email or fax. Once we havethis information in hand, we can begin the analysis process & should beable to provide some understanding of, and explanation for, your actualelectric consumption vs. what you expected it to be. Please let me/us know if you have any questions on this, andwhen you might be able to forward us the information requested. Our thanks inadvance for your anticipated assistance, as well as for the opportunity to earnyour business. [redacted]Princeton Air

Consumer

Response:

[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.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me - for now. I will allow Princeton Air to conduct this energy assessment to validate or invalidate my assumption. If my assumptions are correct and I am indeed not realizing any savings from their system, I expect them to take another step in remediating the situation - 1) either replacing the malfunctioning system 2) refund me the overage in expense I paid for the last three years ; or a combination of the two. Should they not offer a resolution to my satisfaction, I will reopen this case before taking more serious steps to get resolution.

Regards,

Good job!

We were told by the person who services our air conditioning and heating system that our furnace was no longer viable. He suggested that we contact Princeton Air to ask for an estimate which we did. The staff are very helpful and [redacted] came to review our furnace and make suggestions for a replacement. He was extremely personable and helpful and made a number of suggestions. There was no attempt to try and convince us that the most expensive option was the best; he described each of the options in non technical language and showed us what needed to be done. I was very impressed with Jim's professionalism and we decided to go ahead with our choice of furnace without requesting estimates from other companies. The furnace is installed a few days later without trouble. An excellent company with customer orientation.

[redacted] conducted the semi annual maintenance on October 7, 2015 of my heating and air conditioning system for Princeton Air Conditioning, Inc. He was knowledgeable, well-mannered, and efficient in carrying out his duties. [redacted]

I just had a service done to my heater by [redacted] He did an excellent job, was neat, quick and took care of all issues--even saved me some money as I was under a wrong impression on my service contract. He explained what he did and asked for any questions--great job, [redacted]

[redacted] from Princeton Air was a delight to work with. He was attentive to our concerns and was knowledgeable with the HVAC business. He was patient with our questions and took ample time to explain the procedures for furnace replacements. And was right on time with our appointment.