Reviews

Review Details

• Review fromKyle J

  Date: 07/19/2025

  1 star

  Kyle J

  Date: 07/19/2025

  BEWARE OF CUSTOMER SUPPORT!! THEY WILL LEAVE YOU HIGH AND DRY! Spent thousands on a full new HVAC system just a little over a year ago. Had nothing but problems on the system since then. They forgot to cap off condensation line and flooded part of the basement, forgot the system needed an extra wire to support so had to come back out to figure how to install that from one point of the house to the other, then had thermostat resetting and error codes from them on (board issues). They came out and fixed and did some due diligence all under that first year, no problem (other then having to keep having them come out to my house each time). Got it working within that first year again after being out probably like 6 times to try and fix things. Few months later error codes came back up and when called the one tech support immediately said it was the circuit board (which they said it might be problem when still under the full one year warranty). Getting the part was under warranty but because it was outside the year they were going to have to charge labor and that was going to be a one thousand to do so. i told them that this system has been nothing but problems since we got it and your history would show it and technically the problems still haven't been fixed. After complaining, they came down on labor price a bit but was still going to be hundreds for me. Not good way to support customers!
  

  Fayette Heating & Air

  Date: 07/22/2025

  Kyle, we appreciate your feedback. We understand that repeated issues can be frustrating. The unit was installed 1/19/2024. At the time of sale, we offer an extended labor warranty up to 10 years if the XL membership is maintained; however, it appears that you did not opt to pay for an extended labor warranty. Our standard labor warranty is valid for 1 year from the date of installation.
  The faulty board that needs to be replaced is covered under your parts warranty with the manufacturer; however labor for the repair is no longer covered. We gave a 50% discount on labor, as we understand your frustration and appreciate your business. We are sorry to hear that this solution was not satisfactory.

• Review fromBrian W

  Date: 06/25/2025

  1 star
  No responsibility for bad install. In August of 2023 I had a Mitsubishi Mini Split installed for upstairs of my historic home. At 1 year the drain line and pump failed and dumped all over my wall. It then took several months to get damage repaired. Now not even 2 years later the unit failed again and they want $1500 for leak detection, repair, and refill of the unit. Also Management is not calling me back. Mitsubishi suggests on their site this is caused by bad install. Working to report them to State. If you have bad experience report them at DEPARTMENT OF HOUSING, BUILDINGS AND CONSTRUCTION
  https://dhbc.ky.gov/newstatic_Info.aspx?static_ID=368

• Review fromAmanda C

  Date: 06/03/2025

  1 star
  Leaking water holding tank. Plumbing came out the next day, said we needed a new tank. Orrdered a tank, scheduled installation. My husband mentioned that we needed a boiler tech to be at installation, because we've run into this issue in the past, which was not arranged by the plumber that came out. The new tank was installed, the plumbers wired the tank, ARC the fuse, sent an electrician later on in the evening, the electrician basically said we were out of luck, a week without water, couple thousands dollars in, still have no hot water.
  The tech couldn’t make it out until Monday. Monday comes around, the boiler tech, John said that the plumbers wired the tank incorrectly to the boiler, causing the ARC.
  He unfortunately had to come back Tuesday to fix the problem. We had hot water, his fear was that the switch on the brand new tank would be damaged from the plumbers continually trying to incorrectly wire the tank to the boiler.
  Which did wind up occurring a few days later, requiring us to call again, which required yet another visit. Thankfully, John was able to diagnose the problem over the phone and ordered the part. Which he said would be there the next day, but was not delivered and installed until 4 days later. Which put our boiler pump at risk because if we wanted hot water, it needed to continue to run, but without the proper switch, it would not turn off in between heating water.
  The only positive thing out of this experience was John H****** the boiler technician. He was wonderful and very knowledgeable about our boiler system. He will be the only person we request moving forward for our home. In the numerous calls we made, no one was helpful in the office. We got the run around no matter what time of day we called. We spoke to a supervisor at one point that said they’d call us back and never did. Very disappointed and frustrating two weeks but thankful to know who we need to come out next time to avoid at least some of the nonsense we dealt with.

• Review fromDoug G

  Date: 02/21/2025

  1 star

  Doug G

  Date: 02/21/2025

  Update: They offer emergency services for fixing heat but do not think that being without heat is an emergency if you have a boiler.
  It's only an emergency if it's HVAC according to their policy.
  Still no heat.
  This is the most unprofessional business I have ever seen. They have lied to us for almost a week about fixing our heat. We have been without heat since Sunday morning and they came on Monday. Was told they would come back on Tuesday with part to fix it. Never showed. Then they said today. The part came in at 115PM. They scheduled an appointment between 4 and 6pm. We received a text saying the technician was on the way. Then got a call saying they would not be coming and could not provide anymore information. The "manager" then told my wife that we never got a text and she was a liar. They told us it would be Monday of next week. Then the "manager" hung up on my wife. I will never call this company for anything in the future. They are literally refusing to fix our heat in this single degree weather.
  

  Fayette Heating & Air

  Date: 03/04/2025

  We have been in touch with the G**** household regarding their concern. We unfortunately waited longer than expected to receive the part needed to complete the boiler repair. We did have a scheduling issue after the part arrived, apologized for the error and offered a discount. The repair has been completed.

• Review fromCarol O

  Date: 12/05/2024

  1 star
  Furnace does not work correctly in the cold months. Summer I had no problem. In the cold months the temperature drops around 5 degrees and struggles getting back to the setting. And who is paying for this excess run time? Me of course. They have had 4 different men out here. It should work correctly now is what they say. Well on the 3rd appointment I did not believe that.
  Well after 3 appointments back in March it never was. I realized I had to wait until the fall before I would know if it’s fixed or not. It was not. The temperature for summer months was good. PURCHASED NEW in April 2024.
  I am on appointment 1, have to schedule another appointment, and it’s only early December.

• Review fromNancy T

  Date: 09/06/2024

  1 star
  I have caught this company lying and over pricing. Also, even though the lights they installed fell out and they had to come back and fix them, they are falling out again and say I must pay them a service charge to fix lights that they did not properly fix. Their work has a 30 day warranty. I was told this ONLY after I asked. They were not up front. I am a "comfy club" aka "ripoff club" member.

• Review fromAlan D

  Date: 08/06/2024

  1 star
  Warning for anyone thinking about using Fayette Heating & Air.
  After installing 2 new air conditioning units ($15 K) to my home 3 years ago, one of the compressors went out. Although the parts are covered under warranty, they still charged me $2,205.00 for labor. Keep in mind, that these units were highly recommended by the company, telling me that I should get at least 20 years out of these before needing attention.
  This labor took only 2 hours and 10 minutes. When I called the company to question this extreme high rate, I was told I needed to talk to Alex, the “quality-control supervisor,” about this rate, he had the nerve to tell me that $2,205.00 is the benefit of their “fixed price policy.”
  As I discovered while writing this review, this company has terrible reviews. Shame on me for not paying attention to them. Don’t make the same mistake that I made. No not use Fayette Heating & Air.

• Review fromLesley R

  Date: 08/03/2024

  1 star
  BUYER BEWARE!!!!! This company is all about getting their $99.00 for the estimate, selling you an annual service fee and then quoting exuberant prices. Not really sure if they really care about doing the actual plumbing work.
  Recently gave me an estimate for a job of $500. Learned later after from another plumber that what they wanted to do was actually not correct AND should have cost no more than $250.
  Had I used Fayette Heating / H20 Mastero, I would have paid $600 for a job done incorrectly.
  At least the 99.00 I paid kept me from damaging my house further.
  There are a lot of reputable plumbers in Lexington. Suggest you look elsewhere

• Review fromJeremy S

  Date: 06/25/2024

  1 star
  Something as simple come to find out was a clog in the AC drain. Emptied the float detector, pretended to snake it with a copper cord… charged $500 dollars. Been a month and I’ve had to do it myself twice! Once with the lamp cord he nicely gave me and last time I got a wire brush for $6 dollars, unclogged the whole thing. This is criminal. They came to my house, did nothing, charged $500 dollars and I’m still fixing it myself less than a month later better than they even attempted to

• Review fromEric T

  Date: 06/25/2024

  1 star
  This is not a professional company, although they play the part. They don't do good work and will charge you for incomplete jobs. They are quick to try and up sell you on replacement items also. They have done me wrong for sure and I would like to warn people not to use this company! They won't even try to make it right. They really don't deserve the single star in my experience with this company. Alex the customer service manager is useless. Just do the job you charge customers for and try practicing quality.