My Mom has used Custom Aire for over 30 years. She was always very pleased with their service and commitment to their customers. She recently passed away and we had to contact Scott to see what kind of service plan she had so we could winterize her air conditioner. As usual, Scott went out of his way to help us navigate at this very sad time in our lives. I was not at the house when the service man came to take care of it and I am not sure who it was, however, my sister said he was wonderful and explained everything to her in detail. I would recommend this company to anyone who wants the old fashioned idea of customer service. These people are the best in the business. We are forever grateful. Mary Becker and Sally unger
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I have a mixed review for Custom Aire. My first grade is ZERO stars!!! I made an appointment at the end of October for Monday 11/12 for between 10:30 -11:30 . I ran errands early to insure that I would be home by the appt. At 12:00 they still hadn't arrived so I called. Their customer service agent said the technician was completing up a job and that I was the next stop. At 1:30 I get a call from their service dept saying that they needed to cancel the appt. Needless to say I furious since I had wasted a whole day for this service appt. They rescheduled for that Thursday and completed the service work. The technician did a fine job and I would give him 4 stars. He arrived promptly, informed me what he was doing and completed the work. In summary, I was disappointed in the way Custom Aire handled the appt issue and believe they weren't being truthful to me when they had to cancel the appt. I believe they could have been handled it better so I didn't have to waste a whole day.
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For the past 3 years we've had a maintenance contract with Custom Aire. They've always done an excellent job. Brandon was the most recent Tech that evaluated our system. He was extremely thorough in his evaluation. Explained everything to us in depth. We would highly recommend him and Custom Aire!
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The igniter was successfully fixed. The last igniter was installed last winter and was not the correct part because the technician did not have the correct part . So the gerryrigged part lasted one season. I was due for a scheduled maintenance but gave up the appointment for someone who had no heat . I had to stay at a motel , at my cost , because the part which would have been fixed on the scheduled maintainance was not repaired. A fan motor was needed and ordered and came in but I had to wait another week for it to be installed . Superior service would have put the motor with a runner and had a technician here to install it . The initial installation of heater and air conditioner was impeccable but by putting off installing new parts because of other clients and by putting off scheduled maintenance to take care of no heat calls this 15 year customer was put in a position of having a worn out part fail. I understand businesses have to make profits . ART
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