Weather Crafters

The service provided by ARS/Weather Crafters (of Richmond, VA) was complete, in depth and informative. Chris, the technician was courteous, considerate (he wore shoe covers, treating our house and carpet as if it were his own) and straight forward in his assessments of what we need to do to insure continued effective operation of our heating and air conditioning system. After, numerous service calls from Chris, we found his advice to be creditable and always in our best interest.

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[The owner, Mr. [redacted],  has misrepresented what the company actually did AND did not do.  The company mis-diagnosed the problem in my home from the out-set. NO duct work or air handler was actually NEEDED. After explaining to the Weather Crafter technicians  that the problem was dirt/grit/particles coming through my air vents;  Weather Crafters' technicians  did not do what ANY reputable company would do and that was look at the air handler which was FULL of dirt/particles/ grit BEFORE they diagnosed the problem as being the duct work  needed replacing.    When the grit continued after the company said they replaced the duct work AND after they said they cleaned the new duct work;  I was still given incorrect/misleading  information by the company AGAIN that the air handler needed replacing, even though  an earlier Weather Crafter technician  said that the air handler would last another couple of years.   I absolutely do not agree with the information Mr. [redacted] has submitted because it is not factual.  I have a detailed time line and pictures that will show the true facts, please send me Revdex.com's  email address I can send this information to and I will send it ASAP!
Mr. [redacted] stated that I came to them asking for  duct work to be replaced.  That is absolutely false.  When  I went to [redacted] and when the company came to my home I said that the problem was grit/dirt/particles coming from the air vents.  The Weather Crafter technician looked at the grit/particles/dirt and said the problem was coming from the duct work and  that I needed new duct work. Mr. [redacted]'s statement that I asked for new duct work and that is why his company was contacted via [redacted] is FALSE!   Please add this statement to the one that I sent in earlier.  I'll work on sending the time line and pictures to this email address later today. [redacted]

[redacted] Happy in Ashland VA - Great Job Weather Crafters [redacted]
In September of this year we were in the market for a new HVAC system to replace our old broken heat pump with a new Trane System. We contacted three different vendors with Weather Crafters being one. That was the best decision we ever made! From the time our salesman Gary came out to the completion of our installation with Eric and Gary, everything went perfectly with the help of these gentlemen. The bid we received was the best price for the product that we wanted. I am a very particular person with my home and had just had new rugs and painting done. I am also very particular with my grass and yard. These gentlemen that installed my system took perfect care of my yard without hurting even a blade of grass. They came in my house with shoe covers, covered my rugs and didn't put one nick in any of my walls whatsoever. The installation of the equipment was top notch! They worked hard, long and professionally until the job was completed perfectly!! Kudos to Weather Crafters for an excellent job! You are my heating and AC people. I would be remiss if I didn't mention the excellent customer service I received from Tammy in the main office as well. She listened to my needs and also wrapped everything together. Thank you all!!

I used Weather Crafters to get my second floor unit replaced and they did great work. I was very pleased. I entered into a manual service agreement and things went down hill from there. The tech that came last year drove on my lawn and rode over a sprinkler head in my yard. He left tools behind and was only at my house for 20 minutes. I called Weather Crafters and let them know....You would think that they would have offered to pay for the sprinkler head? They did not. So I went ahead and renewed my agreement for another year. (Thinking that everyone deserves a second chance). I receive an invoice to pay for the following year and called to set up my annual service appointment and expressed my concerns about my prior service. I was told that they would check with the Manager and would assure that they would send me a "seasoned" tech that would walk me through what they do. They also mentioned that they would get back to me regarding my annual maintenance agreement. So I set my appointment back in June for August 15th, 2016. The window for arrival was between 8 am and 10am. No one showed up, and I received no call. I again called and was told, that they meant to call me to move the appointment and just did not get to it. Again they were nice and apologized but my concerns grew as I noticed a pattern. Again I was told that they would speak with the Manager and get back to me today. I waited until the end of the business day and called again. Again I was told that they have been busy and just had not gotten an answer....I ended getting my maintenance agreement refunded, or so I have been told that they will be reimbursing me 278.00 and would be sending me a check. While the ladies that I spoke with where nice to me on the phone I feel that this company has issues with follow up, communication and general overall customer service. Shame that they could not keep my business as I wanted to have a relationship with a trustworthy HVAC company to not only take care of my equipment but to have in place when I was ready to replace my unit on the first floor of my home.

Very professional service and very polite to work with. Highly recommend.

A couple of months ago, we had Weather Crafters install a central air unit that works with gas heat. They may be good at installing a basic central air unit (they installed one at my rental property a couple of month's ago as well and I've received no complaints from the renter) but they appear to know little about installing a unit that is connected to gas heat. As well, we were told by the sales rep that their system would work with our existing [redacted] thermostat (we were willing to buy their thermostat if it was going to be an issue), and that they connect with [redacted] a lot. The first technician could not get the system to recognize the [redacted] unit, so he hot wired it and told us to get another Weather Crafters technician out to fix it the following week (it was late in the evening). The 2nd technician came out and indicated that it was not wired correctly by the original crew. The issue with connecting to [redacted] appeared to be fixed when the guy was here but when he left, later that day I tried to control the temp with my phone and it would not work. I then went to the [redacted] unit to set the control and it was not working. Called Weather Crafters again and another technician came out and said that yet again the last technician wired it incorrectly. That's 2 technicians that wired the unit incorrectly. But this technician still could not get it to work, so re-hot wired it and said there was nothing more they could do. We had to contact [redacted] ourselves to get input regarding why the system was not registering with the [redacted] unit. We fixed the issue ourselves but need Weather Crafters to fix the wiring underneath the house so that it is not hot wired, which they will not do without a service fee. Please note: Weather Crafters' website indicates they are "[redacted] certified," which is not at all true. Their technicians even admitted they are not [redacted] certified.
We now have a lot of water build up underneath the house, and condensation on our registry units, so just called to get a technician out to fix that. Again, this unit was installed a couple of months ago.
I would not recommend Weather Crafters for installs with gas heat nor [redacted] units.

spent time getting quotes on new systems from 4 or 5 other vendors. Weathercrafters estimate was within the others zones but provided a much higher quality system. Installation a few months ago went smoothly with an easy startup. Service manager helpful in providing answers to questions not asked at installation time. only time will tell if systems holds up and service is as good as installation process.

Chris A. provided excellent customer service plus more. He helped us further understand our new thermostats and explained the workings of the new humidifier that had been installed recently.

Chris did a great job -- knew what he was doing, but confirmed it by reading the instruction manual!

I am responding to Revdex.com case # [redacted]  [redacted]   We have reached an amicable resolution and will  replace her Aire Share. [redacted] has been in contact with customer and she is satisfied.   Thank You for all your help.

I received several quotes for a replacement heat pump system. The sales representative for WeatherCrafters was exceptionally knowledgeable regarding all aspects of his chosen field. Their price for the system chosen was definitely the best. The installers worked non-stop from the time they arrived until they completed the installation. I had expected a lot of disruption, but had very little. They cleaned up all debris. This entire team of experts was respectful, courteous and an all-around great team to deal with. My son has already decided that they would be installing his new systems when needed.

Review: We went through [redacted] to have a HVAC company to come to our home and resolve a problem we were having with "grit" coming through the air vents. [redacted] put us in contact with Weather Crafters and a technician came to our home in February 2016 and inspected our home and verified that grit was coming through the vents and said their company could resolve the problem, It is now almost July 2016 and Weather Crafters has not resolved our problem and we have been charged over $7,000.00 for installation of work that was not needed and did not solve the problem. Once the technician admitted he could not figure out the problem - after we have spent over $ 7,000.00, we were told the owner would come out with other techs, that never happened. Then we went to the [redacted] District Manager who said that the owner thought he had an appointment with us on June 16th put we had never heard from the owner and yesterday the owner was to come to our home and NEVER showed up or called! This company has charged us for installations that we did not need and did not resolve our problem and now they are a NO SHOW!

We no longer trust that this company will ever do the job they were hired to do!

Business

Response:

RE: [redacted]Customer [redacted]Address 33 Stanmore Road Richmond, Va. 23236 Mrs. [redacted] contacted us on through the [redacted] on January 12, 2016 to give her an estimate on replacing her duct system. She had an issue with “grit” and dust in her house and had previously had another company perform a duct cleaning. We evaluated her situation and inspected her duct system (See Attached Photos) and gave her a proposal to replace some ductwork in the attic above the house and above the garage. The remaining ductwork was to be cleaned using our duct cleaning equipment (See Attached Agreement). We performed the work in a professional manor with the hope that we could resolve her issue. We performed the work on 01/19/2016 and she signed off on our quality audit (See Attached Photos). Our Comfort Advisor made at least 5 subsequent visits to her home to help try to resolve their issue. After cleaning the blower wheel in her existing air handler and rechecking the duct system, the customer suggested replacing the air handler because of some online research her husband had done regarding sources of dust and particulates. We followed up with a quote to replace the air handler for the customer and suggested the Trane Hyperion Series which has an epoxy coated coil and washable indoor surfaces. The unit is also positive pressure as opposed to negative pressure. We felt this would afford us the best opportunity to resolve her issues, there again without knowing exactly what the particulates were. Upon her approval and the subsequent installation of the new air handler, we experienced some issues with the supply air sensor for her zoning system, causing the unit to enter a purge mode. We finally resolved by disconnecting zoning and installing a switching relay which allows her to control operation from upstairs or downstairs thermostat by flipping a switch in her garage. We hoped at this point we had solved her issues. Mrs. [redacted] informed our representative on May 10, 2016 that she had contacted a company called Air Quality to come to her house to help resolve the issues with “Grit” coming from her outlets. They suggested sealing some of the old supply ducting that had not been replaced and we accommodated Mrs. [redacted] at no charge. Mrs. [redacted] again contacted us on June 6, 2016 complaining that she was unable to run the air conditioning because of the “Grit” coming from her vents. Tony scheduled to revisit on June 8, 2016 to evaluate the issue with both Mr. and Mrs. [redacted]. Tony was unable to find the source of the “Grit” and suggested that they schedule a follow up appointment for Myself and Tony to revisit and see if I could possibly help solve the mystery of the “Grit”. He tried to schedule the visit for the 16th of June, 2016 by text and received a response that if it could not be done sooner, she would need to contact another company. Given the time of year and demand on the schedule of not one, but two members of a company we were unable to oblige, so it was assumed that she was indeed contacting another company which she had done previously. On the 16th, she contacted us and was angry that we had not come out as scheduled. We apologized for the misunderstanding regarding the text message received and schedules for me to go by and look at issue. I failed to show up on the scheduled day and time, and take full responsibility for missing the appointment. She contacted Jonnathan Jones, District Services Manager for [redacted] and we scheduled a site visit with her on July 6th to find a resolution to the “Grit” Issue. We met on the 6th of June, 2016 and gathered history on the system and home and reviewed the above timeline provided by Tony Zupo. I performed an inspection of the duct system in the 2 attics and the crawl space. I tried to determine what the “Grit” was and it’s possible origin so as to offer a solution. I was unable to find a definite source of the grit, but pointed out some items that I found such as material in holes of wall in garage, some type of white sealant used in attic to repair damage from either fire or water. I also noted that the bathroom exhaust fans were tied into the plumbing vent system for the home. I suggested that she provide us the results of the Blower Door testing done by Air Quality and also to collect the “Grit” for testing to determine its makeup and then hopefully from there its origin. I also offered to again, clean her duct system at no cost to her because I felt we should have cleaned the blower wheel of her old unit prior to cleaning the duct system. This was with the understanding that it may or may not solve her problem. We explained that the work we have done in an attempt to alleviate her problem has been approved by her at every step and we have made no guarantees that we would solve the “Grit” problem. I told her that if she found the origin of the particulate by having it analyzed by someone with that ability to do so, then we would work with her to solve the problem. We are unable to continue to work for free because we have met the terms of the agreements provided to her. We asked that she sign a release before performing the duct cleaning and she refused. Therefore, we are unable to proceed with cleaning of her duct system at this time. I am very sorry that she has continued to have these issues. We have provided her pricing and agreements on things she requested and have met the terms in those agreements. We did not create the issue and fell that we should not be forever responsible for it. We will continue to warranty our workmanship on the duct work installed by Weather Crafters and will honor all warranties on the equipment we installed. I hope that we can come to an amicable resolution that addresses all parties concerns. Thank You. Mark B[redacted]General Manager

Consumer

Response:

I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[The owner, Mr. [redacted], has misrepresented what the company actually did AND did not do. The company mis-diagnosed the problem in my home from the out-set. NO duct work or air handler was actually NEEDED. After explaining to the Weather Crafter technicians that the problem was dirt/grit/particles coming through my air vents; Weather Crafters' technicians did not do what ANY reputable company would do and that was look at the air handler which was FULL of dirt/particles/ grit BEFORE they diagnosed the problem as being the duct work needed replacing. When the grit continued after the company said they replaced the duct work AND after they said they cleaned the new duct work; I was still given incorrect/misleading information by the company AGAIN that the air handler needed replacing, even though an earlier Weather Crafter technician said that the air handler would last another couple of years. I absolutely do not agree with the information Mr. [redacted] has submitted because it is not factual. I have a detailed time line and pictures that will show the true facts, please send me Revdex.com's email address I can send this information to and I will send it ASAP!Mr. [redacted] stated that I came to them asking for duct work to be replaced. That is absolutely false. When I went to [redacted] and when the company came to my home I said that the problem was grit/dirt/particles coming from the air vents. The Weather Crafter technician looked at the grit/particles/dirt and said the problem was coming from the duct work and that I needed new duct work. Mr. [redacted]'s statement that I asked for new duct work and that is why his company was contacted via [redacted] is FALSE! Please add this statement to the one that I sent in earlier. I'll work on sending the time line and pictures to this email address later today. [redacted]

A couple of months ago, we had Weather Crafters install a central air unit that works with gas heat. They may be good at installing a basic central air unit (they installed one at my rental property a couple of month's ago as well and I've received no complaints from the renter) but they appear to know little about installing a unit that is connected to gas heat. As well, we were told by the sales rep that their system would work with our existing [redacted] thermostat (we were willing to buy their thermostat if it was going to be an issue), and that they connect with [redacted] a lot. The first technician could not get the system to recognize the [redacted] unit, so he hot wired it and told us to get another Weather Crafters technician out to fix it the following week (it was late in the evening). The 2nd technician came out and indicated that it was not wired correctly by the original crew. The issue with connecting to [redacted] appeared to be fixed when the guy was here but when he left, later that day I tried to control the temp with my phone and it would not work. I then went to the [redacted] unit to set the control and it was not working. Called Weather Crafters again and another technician came out and said that yet again the last technician wired it incorrectly. That's 2 technicians that wired the unit incorrectly. But this technician still could not get it to work, so re-hot wired it and said there was nothing more they could do. We had to contact [redacted] ourselves to get input regarding why the system was not registering with the [redacted] unit. We fixed the issue ourselves but need Weather Crafters to fix the wiring underneath the house so that it is not hot wired, which they will not do without a service fee. Please note: Weather Crafters' website indicates they are "[redacted] certified," which is not at all true. Their technicians even admitted they are not [redacted] certified.
We now have a lot of water build up underneath the house, and condensation on our registry units, so just called to get a technician out to fix that. Again, this unit was installed a couple of months ago.
I would not recommend Weather Crafters for installs with gas heat nor [redacted] units.

I used Weather Crafters to get my second floor unit replaced and they did great work. I was very pleased. I entered into a manual service agreement and things went down hill from there. The tech that came last year drove on my lawn and rode over a sprinkler head in my yard. He left tools behind and was only at my house for 20 minutes. I called Weather Crafters and let them know....You would think that they would have offered to pay for the sprinkler head? They did not. So I went ahead and renewed my agreement for another year. (Thinking that everyone deserves a second chance). I receive an invoice to pay for the following year and called to set up my annual service appointment and expressed my concerns about my prior service. I was told that they would check with the Manager and would assure that they would send me a "seasoned" tech that would walk me through what they do. They also mentioned that they would get back to me regarding my annual maintenance agreement. So I set my appointment back in June for August 15th, 2016. The window for arrival was between 8 am and 10am. No one showed up, and I received no call. I again called and was told, that they meant to call me to move the appointment and just did not get to it. Again they were nice and apologized but my concerns grew as I noticed a pattern. Again I was told that they would speak with the Manager and get back to me today. I waited until the end of the business day and called again. Again I was told that they have been busy and just had not gotten an answer....I ended getting my maintenance agreement refunded, or so I have been told that they will be reimbursing me 278.00 and would be sending me a check. While the ladies that I spoke with where nice to me on the phone I feel that this company has issues with follow up, communication and general overall customer service. Shame that they could not keep my business as I wanted to have a relationship with a trustworthy HVAC company to not only take care of my equipment but to have in place when I was ready to replace my unit on the first floor of my home.

My husband and I have used weather crafter for the past eight years. We purchased a new HVAC unit through the local Home depot approximately eight years ago. The new unit was installed by weather crafter and has been maintained by them since then. In the last few months we have been experiencing a problem with the unit. Weather crafter has been working on the issue which they have yet to resolve. To date, we have spent over $1,000 to replace a compressor which still does not work, approximately $ 200 to clean the vents to keep this new compressor from going bad and this week was told to pay more money to try something else with no guarantee it will fix the problem.
We have been waiting for a call from the owner of the company for the past several days, to no avail. After several attempts to contact [redacted], it appears we have been hung out to dry by what we thought to be a reputable company.

I have been with Weather Crafters since 2006, when I entered a service contract with them. They have never defaulted on any part of their contract. They were prompt, and the service men were efficient, and polite. I am more than satisfied.

After searching around and getting quotes for a new AC/Heating Unit I chose Weather Crafters. I cannot begin to tell you how pleased I am with choosing them for job. Great price the consultant explained what I needed so that I could understand what I was paying for and what would be the best options. The technicians were great too they stayed with me until I was able to function and use the new thermostat. Thank You Weather Crafters!

spent time getting quotes on new systems from 4 or 5 other vendors. Weathercrafters estimate was within the others zones but provided a much higher quality system. Installation a few months ago went smoothly with an easy startup. Service manager helpful in providing answers to questions not asked at installation time. only time will tell if systems holds up and service is as good as installation process.

Have been using WeatherCrafters for years and thinking they were doing a good job every time they came to service my A/C Units. Back in June I am getting ready to leave town on a Friday morning and I wake up to a drip on my face. I look up in my sleep and see this large looking shadow above my head, it is a massive wet spot. As I go up in my attic to investigate I find out there is water all in the duct work of my Air Conditioner. I do find the leak and wonder where all this water is coming from. I call Weather Crafters and tell them the problem so they send somebody out to my house later in the day. When the technician goes upstairs first thing he notices is some black looking slime leaking out of the overflow valve. He opens it up and quickly asks me if he has ever seen anybody clean it out when they come to service, I tell him no, I was not aware that was to be done and he is in disbelief. He also proceeds to tell me about the technician who used to do the services and how he was "let go". and how this should of been done every time he serviced the unit(5 years worth). Once he blows the line clean and makes sure everything is OK, he tells me he is going to go back to the office and tell them what happened. I now have a large stain on my ceiling because of the negligence of the company so under the advice of the technician I call Weathercrafers and tell them I would like them to fix my ceiling since it basically was their fault. After a few week wait I finally got an answer that it would be fixed and here I sit today with the same stain on my roof. The person who was suppose to fix it called me once and made an appointment for the next day, I showed up and waited but nobody ever showed up. I have sent a few texts to the boss but never heard back. So basically I paid all those years for my units to be serviced and I now have to wonder what I actually got for my money. Take your business anywhere else in this area but stay away from these folks.

[redacted] Happy in Ashland VA - Great Job Weather Crafters [redacted]
In September of this year we were in the market for a new HVAC system to replace our old broken heat pump with a new Trane System. We contacted three different vendors with Weather Crafters being one. That was the best decision we ever made! From the time our salesman Gary came out to the completion of our installation with Eric and Gary, everything went perfectly with the help of these gentlemen. The bid we received was the best price for the product that we wanted. I am a very particular person with my home and had just had new rugs and painting done. I am also very particular with my grass and yard. These gentlemen that installed my system took perfect care of my yard without hurting even a blade of grass. They came in my house with shoe covers, covered my rugs and didn't put one nick in any of my walls whatsoever. The installation of the equipment was top notch! They worked hard, long and professionally until the job was completed perfectly!! Kudos to Weather Crafters for an excellent job! You are my heating and AC people. I would be remiss if I didn't mention the excellent customer service I received from Tammy in the main office as well. She listened to my needs and also wrapped everything together. Thank you all!!