MaxAir Heating & Air Conditioning, Inc.

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Don't waste your time with MaxAir!



MaxAir was contracted by a home warranty company (through my landlord) on 10/12/12 to repair my broken furnace. After showing them my furnace, the repairmen asked if I was sure this was the furnace, and at that moment, I didn't feel confident that they could repair the problem. They determined that the ignition circuit board and flame sensor needed to replaced. They told me that they needed to order the parts, and they would have to come back another day. On 10/25, nearly 2 frustrating weeks of waiting and trying to schedule, a different MaxAir repairman returned to replace the part and the furnace seemed to be fixed. All seemed well until Sunday, 11/4 we realized our heat was not working again. I emailed my landlord about the problem and asked if he could find another company because I did not have a good experience with MaxAir and didn't feel confident that they could really repair the problem. Because MaxAir started the repair, the landlord preferred to use them again for continuity.



The soonest that MaxAir could come out was Wednesday, 11/7 between the times of 1:00 - 5:00 pm. To make matters worse, there was a Noreaster scheduled to bring wind, rain and snow to the area that night. As with the first appt, I asked that they call me when the repairman was on his way because I couldn't get the entire time off of work, and they agreed. At 2:00 p.m. I receive a call from MaxAir stating that the repairman was at my door. I asked the rep why didn't they call me and she said they called the property manager and my cell phone and left a message. I did not receive a phone call or a message on my voicemail. I asked them if they could wait 15 minutes while I drove home and she said okay. I rushed home only to find that they had left. Of course, this angered me because I left my job and rushed home for no reason. I told the representative that I had rushed home, I have a 9 month old and a 2 year old, and I needed to have the furnaced repaired before the storm. She told me that they were not coming back today. I asked her why didn't she tell me that before I rushed home, and we proceeded to argue. She then ended the call by asking me to find another company. I called my landlord and asked that he send another company to repair the furnace. After I calmed down, I called MaxAir back to speak to a manager. I calmly explained the situation and my frustrations to the manager and her response was "okay."



This entire process from start to finish has been a nightmare. The customer service was poor, the scheduling process was unreasonable, and I still don't have my furnace repair. In addition, I have no idea if they made the problem worse during their first attempt to repair. I would NEVER use this company again, and I would recommend that you don't either.

I would NOT recommend using this co....especially if it is through a home warranty co. reference. I find they offer the warranty co a discount on parts an labor but look for ways to roll the additional costs to you. For example, the 2 parts that are not covered by the warranty on my work would cost $250 less by 2 other companies. They double their rates to make up the difference the warranty company is paying on the covered part and labor.



This is on top of the other 2 times I had to pay out of pocket and the six different appointments to fix...oh wait...almost fix the problem because my AC is still not working.



The best they could offer when I asked them to lower the rate based on the other estimates I got was "you can get a cash out from your warranty co and have another company do the work." In other words, someone else can clean up their mess.





*Sigh*

We have had several experiences with this company. A tech came out to do a "full system check" and noted a problem or two but didn't seem to catch others. Next, a tech came out to clean the coils and he didn't identify himself or let us know when he was done, he just left. It was a little odd, but we weren't upset.



Until we had an appointment to fix a leaking unit. Scheduled for a Friday between 12-4, I called at minutes to 4 to see where the tech was. I got a call back after 4 from a rep who told me that they sent a tech to another town, 20 minutes away, at 3:20 and they had "no idea" that the tech wouldn't be able to come out to my location within my scheduled window. She said, also, that I was supposed to get a call if they won't be coming. I pointed out that they had a good idea that they weren't going to make my appointment by at least 3:30. I asked when the tech could come see me that evening, she said that she didn't know and asked if I wanted to reschedule. I told her that we had to, I needed to make dinner and take my kids to church and I couldn't wait around for an undetermined amount of time, again.



I was put on hold and the call was answered by another woman who accepted that the company was in the wrong, said she was worry and tried to make amends by giving me an appointment on Monday. I will say that she was pleasant and had great customer service skills. An appointment was made for Monday with a window of between 12-4pm. I asked them to call me before they came out. She said they would.



At around 2:30 on Monday afternoon, a tech showed up and told my husband that someone had called me "at 2:01pm". No one called me. He spent less than an hour clearing debris from a drip pan. He said it was fixed, 100% and left. I was arriving home around 3 to see him leave. We turned on the AC unit and less than 5 hours later had leaks and water everywhere. The tech didn't fix anything. The tech should have at least checked to make sure his "fix" worked. We informed the property owner and he was annoyed because Max Air had told him that we cancelled the appointment on Friday and had to reschedule. He was sent phone logs to prove Max Air was not telling the truth.



I left a message on Max Air's facebook page and within 10 minutes, it was deleted and we had a call from "a manager" to make a new appointment. Funny how they had my phone number then but not at 2pm when they "called me."



I can appreciate that mistakes happen. I do not understand why they lied about me and the situation. It made us look bad and the property owner is angry. He should be angry with Max Air, Max Air's staff are unprofessional and discourteous.

I had a favorable experience...



I called MaxAir to look at my air conditioning unit, which was not cooling the upstairs portion of our house. I was required to use MaxAir because they are associated with my home warranty. I received a phone call, informing me of what the technician would arrive, and he was right on time. Juan, the technician, was very knowledgeable, and helped me identify the problem with my unit. Nothing was technically broken, so no further action was necessary. Therefore, I cannot rate them on fixing a specific problem, but they were very helpful and informative.

They came to diagnose the issue when my ac went down, guy said that the control board was fried -- so we said ok and they had to order part (it took a week to arrive, figured with today's shipping companies they could overnite considering it was 95 degrees); when the part arrived they came to install it and now said the coil was dirty and said to schedule a cleaning and left -- here is the kicker -- he didn't want to wait to make sure the part that he replaced was going to fix the issue -- he said that he had too many people to get to this afternoon and give it 20 mins for the cold air to come. An hour passed and nothing so I called the office and told the guy at the main office about the issue so he paged the tech that came out and of course the tech distorted the whole story. The tech said that the ac wasn't going to work until the coil was cleaned and wouldn't want to come back to clean and have to wait until monday. I told the man at the office that I would complain to the BBB or he flat out said that he didn't care since they weren't members so I posting my story here to let other customers know that this company doesn't give a hoot about their customers and would rather see you overheat -- and I work in the service industry and they have failed by my standards to only fix the issue since the end result is the fact that it is 88 degrees in my house as I am writing this. Furthermore I googled how to clean a coil and did myself -- what a surprise it is still not working, the fan is not kicking to blow the cold which I described to someone and think that it is the very part that the guy came to install (control board thing) was not wired properly so now I have to sweat it out until Monday and get another company to fix the other's complete lack of work

Bottom line --- stay AWAY from this copmpany!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!