Reviews

Review Details

• Review fromLinda J

  Date: 09/24/2024

  1 star

  Linda J

  Date: 09/24/2024

  Had Arnold Air come out last year to do semi annual maintenance & was told we needed a new Capacitor ($180). Not knowing any better & trusting the tech, we had it put in. We did have tech leave the old part with us. After he left, we checked online for the part & found it cost $2. Yes, $2. So we paid $178 labor & the unit was already apart because he was checking it. The worst part is when we had another company come out to do maintenance last week-we had them check the old ************** was reading 7.54 & a new one is 7.5. THERE WAS NOTHING WRONG WITH OLD PART. When I called Arnold Air all I got was the run around.Dont recommend using this company.
  

  Arnold Air

  Date: 09/25/2024

  Hi *****,Thank you for offering feedback on this matter, we hate to hear that our services have disappointed you. At the time of service last year, October 17, 2023, our senior technician of 40 years made the recommendation for a capacitor replacement due to operating outside of manufacturer specs. Our system shows an authorized signature approving the repair of $180, plus the service agreement renewal of $179. It is important to note that all of our technicians utilize flat rate pricing in line with the ********* market. Flat rate includes all material, same day service and truck supplies (like the capacitor that was replaced), gas, licensing, insurance, continuing education, a warranty on any repairs or work completed, and market rate wages for our team. After we spoke on the phone the following day, discussed flat rate pricing and the services we offer, we attempted to offer a refund of your service agreement ($179), we offered an additional 1 year extension of your service agreement (an additional $179), and a refund of the service call ($89). As a company, we also offered to remove the new capacitor, replace it with the old capacitor, and refund the $180. Our records show a refund check was cashed and this matter was resolved in October of 2023.

• Review fromGary H

  Date: 06/20/2023

  1 star

  Gary H

  Date: 06/20/2023

  Arnold Air came out to repair my AC as it was not cooling properly. The repair person looked at the unit and found what he called an unrepairable leak and said I needed an entire replacement. He was there about 35 minutes and the bill was $329. I asked why it was so high and he said they charge $240 per hour. I called another company and they charged $120 per hour so I had them come out to give me a bid on a new system and it was about half of the price that Arnold Air gave me for the same type of system. Do not use this company because they are not honest and overcharge. I wish I could give 0 stars. Thanks, ****
  

  Arnold Air

  Date: 06/21/2023

  Hey ****, thanks for the review. Unfortunately we dont have any record of any type of service (scheduled or completed) for you. We also dont show a proposal for a new system. Do you have a receipt, service report, copy of the quote or even a date that we could reference? The amounts that you referenced do not match our rates; our hourly rate is $125 with a trip change. We do, unfortunately have an ex-employee that was let go for mis-leading customers into new systems or other repairs. Im not sure its him that you dealt with, or if you remember the techs name, but he has represented himself at times as an employee of Arnold Air but is acting solely on his own and is not part of our company. We have issued a cease and desist letter to try and stop him from representing himself as part of our company. We would like to straighten this out for sure., so if there is any paperwork you can share with **, we would greatly appreciate it! You can email it to:***************************** Thanks!****

• Review fromRJS

  Date: 06/01/2023

  1 star

  RJS

  Date: 06/01/2023

  I paid Arnold Air more than $7,000 to install a new high efficiency Trane HV** system in my house in November of 2020. At some point after the installation, the owner of the company that I dealt with back in ************************* the company. After that, whenever I called the company repeatedly in March and April of 2023 to schedule an annual maintenance appointment for the ** unit, my call went through to the company's automated answering service and nobody from the company ever bothered to call me back. At some point, someone from another HV** company showed up at my door without any prior notification to do the annual maintenance. I have no idea how that company became aware that I had even called Arnold Air. I assume Arnold Air forwarded my information to that other HV** company; but have no way of verifying that assumption since Arnold Air never bothered to return any of the calls I left on their answering machine. The point of this complaint is to alert anyone who reads it that I am now left with a 3 year old Trane HV** system that came with a lengthy labor warranty from Arnold Air, and that Arnold Air no longer answers calls directly that are placed before 2 PM on work days or returns messages left on their automated call answering service. That being the case, I am left with no choice other than to contact another local Trane contractor when an issue arises with my 3 year old HV** system or when I want to schedule annual system maintenance. And should any issues arise with the system involving warranty parts, I will now have to pay a different contractor for labor costs that should be covered by Arnold Air under their extended labor warranty for new system installations, all because Arnold Air no longer answers calls directly or returns messages left on their automated answering machine ever since the owner who sold my the new HV** system back in November of ************************* the company.
  

  Arnold Air

  Date: 06/08/2023

  I'm sorry you didn't get a hold of anyone when you called! We do use our automated software system for voicemail on overflow calls and for incoming calls after the office staff leaves, however we are extremely diligent in returning every call we receive, as well as scheduling every seasonal maintenance agreement we have. In our software system, it shows that you called ** on 4/13 and we returned the call that day but the phone rang with no answer until it disconnected the call. We then tried the number again on 4/14 with the same outcome, then again on 4/28 with the same outcome. The notes say that it would just ring and ring without voicemail and then disconnect; this happended all three attempts to return the call. Our system is automated and only shows one call from this number.In regards to your concern of a different company coming to perform the seasonal service. We would never give your information or your business to another company. We did have some turnover at the beginning of the year, with one technician starting his own company and trying to compete with our customer base. It's possible that someone who left and started their own company has some of our customer information and is trying to service those customers. We are more than happy to continue to service your Trane system and provide any help that *** be needed with it. If you do reach our voicemail system in the future and don't have a good call back number with available voicemail, you can feel free to email us as well at: ***************************** Thanks!****

  RJS

  Date: 06/08/2023

  In Arnold Air's response to my complaint, the company referenced that they had tried to call my number back several times based on the messages I left on their automated service; but that their return calls to me just rang endlessly and never went through to my voicemail. After receiving feedback from the company about my repeated voicemail messages never being returned, I tried calling the company again and finally got through to one of their associates, rather than to their automated voicemail service, and was able to schedule an appointment. I have no idea why Arnold Air was not able to get through to speak to me when they attempted to dial my phone number, and why the calls didn't eventually go to my voicemail, as I have never had that happen before. There return calls never even appeared on my phone's list of incoming calls, which has never happened with my cell phone before; so I have no idea where the disconnect was for this issue (I work from home; so I am home all day long every day for any incoming phone calls; and this issue has never happened before with any incoming calls from any other source). I had the associate who answered my call on 06/08/23 attempt to call me back after I scheduled an appointment on that date, though, and that associate's call came through on my phone on that date without any issues; so whatever was happening with earlier callback attempts has apparently been resolved, systems-wise. Since I haven't ever had any issues with HVAC system maintenance from Arnold Air prior to filing this complaint about not having repeated calls to them returned by the company, the nature of my complaint was solely related to that lack of successful response from the company and was not related to any actual system services from the company. That being the case, I would ask the BBB to either remove this complaint as resolved or change the rating to 5 stars, since I did not see either of those options available to me to do myself at the time that I submitted this follow up response.

• Review fromJennifer F

  Date: 04/03/2023

  5 stars

  Jennifer F

  Date: 04/03/2023

  OUTSTANDING Service and Price. Replaced my entire HVAC unit in under 5 hours! Cleaned up behind themselves. Great family business. Shop local if you can!
  

  Arnold Air

  Date: 04/04/2023

  Thank you for the kind words ***! As more and more local family businesses in our area are purchased by national companies, we will continue to make Arnold Air the easy choice to support a local, family-owned business and the right choice for all of your HVAC needs. Thank you for your business and support!- The Arnold Air Team