All aspects of dealing with this company (of which I knew nothing of prior to contacting them) went smooth and as promised from their customer service people. I needed an A/C replacement for my condo unit and had contacted two other companies - both of which failed miserably in the customer service area (poor attitudes, no-shows, etc.) The person I contacted in their office (Doreen) was accessible and polite, and coordinated the initial inspection tech visit and the eventual A/C unit installation - all went as promised. The inspection tech (David) and the installation techs (David and Sean) were both experienced and knowledgeable. They took the time to explain all of the crucial aspects of the system and warranty. They were also mindful of not making or leaving a mess after they finished their work. Assuming my unit continues to work, then I am the proverbial Happy Camper.
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I was referred to Natioal Refrigeration by the customer service division of Carrier Corp. (United Tech) & Distributor Corp. of N.E. to address issues concerning recently installed Carrier equipment by another vendor. My initial call to National Refrig. Was answered by a very pleasant, patient, empathetic, reassuring & professioal lady who told me I would receive a call back from Brian Kelly. Brian called back as promised; listened to my concerns & set up an appt for the next day. He called ahead, arrived on time (8/24/16) & promptly put on shoe covers. He reviewed the situation, listened to my concerns, did an assessment of the installation & made recommendations to improve the performance, efficiency & longevity of my HVAC systems. Through it all he was very professional & extremely knowledgeable. In a word, the entire experience was "outstanding" & in this day & age, refreshing as well.
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The company tech came the next day; in fact, the tech who called right back when I called in the evening informed me of the higher cost for diagnostic during off-hours, which he didn't have to do. The tech who came was Rito: extremely professional and polite, worked hard for almost two hours and explained what he was doing. My husband and I were very satisfied.
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Exactly one month after paying for an annual "checkup" and cleaning on my air conditioning system, I experienced a problem with the system. My call did result in a quick, same-day service response. * after well over an hour, the tech indicated that my air filter needed to be changed. It should have been done at the annual service a month ago. * I was charged a $125 diagnostic fee - I was not quoted this fee when I called in for the followup call. I believed that my service contract entitled me to, at the very least, a followup call for system failure within 30 days of the company's "service". * I was charged $25 for an air filter that would have cost me $10 or less at the local hardware store. I feel that I have not received value for my original cash layout a month ago and that I have been taken advantage of regarding the "fix" for the followup problem.
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