HVAC contractor
UnclaimedCarlson's Heating & Air Conditioning
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Primary Location
Amenities
Offerings
Repair services
Planning
Appointment required
Service options
Onsite services
From the business
Identifies as veteran-owned
I bought a home that Carlson had installed a new unit in for the previous owners. After moving in and getting settled it was time to take care of home maintenance needs which included servicing of the heat pump and furnace since it had not been done recently. I had never worked with Carlson before but being that they’ve done work here before, I called them for the service. There are 2 heat pumps and 2 furnaces. Tech came out spent about an hour or so, honestly can’t remember how long. He gave me two invoices, one or each system, giving it the seal of approval that everything was good. When I moved in, it was summer (July) and this service happened in the fall (September) so I told the tech that I noticed the 2nd system never really cooled the home during the summer and if he noticed any concerns regarding the system. He said no, it could have been it was a really hot summer or because it was for the upstairs and heat rises then it could be too hot for the ac to cool. I was not satisfied with this answer but being that he knew more about it than I did I left it at that. My system kept having a difficult time cooling off even getting into some not very hot days in September and beginning of October but I kept reminding myself of what the tech told me so I just managed the best way I could. Fast forward to now. It’s been getting colder, I’m using the heat more which appears to have no issues but seems to run on Auxiliary Heat quite a bit. I called Affordable Heating/Air-conditioning to check out that specific issue since I worked with them in my previous home and knew I could trust them. Tech came out, told me there was a burned out board that was causing the problem. I asked him if this would also cause the troubles I had during the summer months. Keep in mind I never told him Carlson had already been out or what the tech said. His answer was yes, with that part burned out, the fan would run but it wouldn’t be able to pump cool air in the system which in turn would not cool off my place. That was disappointing since Carlson tech told me something very different. I called Carlson to inform them that I had to replace a part that was out when their tech said my system was good. A gentleman by the name of Robert called me back, I told him what had transpired and he told me it sounds like it was an intermittent problem because it was working when the tech came out. I was having a hard time understanding how this was an intermittent problem if it wasn’t working before the tech came out and wasn’t working after the tech came out however it worked during the specific time period the tech here. Instead of asking for a reimbursement of the $270 I paid for the new part and service, I asked for a refund of the $169 service fee I was charged for that system since obviously it had a problem and the tech did not diagnose it correctly. What I was offered was $50 off the next maintenance of my system. If I can not trust you are going to do the original maintenance correctly, then instead of realizing your tech must have missed something being that this part was bad and you want to try to convince me of some absurd thought that this problem was intermittent and worked fine when your tech was out, Thank you but no thank you on any further maintenance from you. I originally thought they did a great job but as the saying goes, you don’t know what you don’t know...so I did not know the tech didn’t give my system a complete check or at least did not identify a bad part. I did not know I would be met with such unprofessional behavior from Robert trying to protect his tech and basically insult my intelligence by telling me a bad part worked while the tech was out here. I did not know that Carlson would not be professional, courteous or even consider the possibility that their tech could have been wrong. I will not call them again and where ever I can inform consumers in how they handled this problem I will do so.
