I don't know where to begin. When you spend nearly $18,000 with a company you expect them to do quality work, to be responsive, to communicate, to properly size the equipment, to clean up after themselves, to be professional when issues arise, to not be snarky when you ask them fix something, and to not print their name/phone number on your thermostats where you have to see it everyday (Which I simply asked them to replace with non-imprinted versions and they refused.
I never agreed to have them emboss equipment I paid for.). Despite the amount of money we spent, Air Express was extremely rude and difficult to work with. Communication was nearly non-existent which made it very difficult to make decisions and to understand what was being done. They put our main floor AC unit as "optional" on the estimate, so we didn't purchase it and then, when the AC will not cool our home, blamed us for undersizing the unit and said it was required.
Very bad experience and they refuse to fix the problem, preferring to blame us. And, after over 3 months of calling to get answers they reprimanded us for being frustrated. Because they improperly sized the AC unit for our home, and listed the second unit as "optional", we now have to spend another $3300 to get another unit after the loan on our home has closed. In addition, their welds of the copper pipe failed and they cut 9 holes in our brand new walls (fully painted) and another in the stucco to try and fix.
They also impacted the insulation we paid extra for. In the end they couldn't fix it and ran another line through the unfinished basement along the top of the wall instead of putting the tubing inside the floor joists. We now have to drop the ceiling due to their shoddy work.. Walls were patched but not the same as the new walls - I can tell where the patches are.
Originally, they put two registers in the walk in closets and none in the master bath which has 3 exterior facing walls (Can you imagine how cold that bathroom would get without heat?). We had to ask them to remove the registers from the walk in closets and insisted on a register in the master bath. Additionally, they put the water pan UNDER a wall rather than cutting the pan so that it would fit inside the furnace room (If the pan filled with water we would have had the wall (Drywall / wood / insulation) soaked.) It is amazing to me that we had to fight them on this item.
The Contractor eventually had to remove the wall, shorten the pan, and reinstall the wall to fix the issue. Because this was a new home build Air Express won't speak with me and will only speak through my contractor. We requested the sizing information for the AC unit to try and understand why 2 units were not recommended but they refuse to provide the data (MEC and Manual J). In short, our experience certainly was not the same as others who have given them stellar reviews here. Once we paid them in full they will not return despite multiple issues being outstanding. We certainly do not recommend this company.
Update: Air Express returned once to address some leaks that I found and sent us a register that was the correct color. However, further leaks were found after they left (I asked them to fully check out the system and they didn't). The other issues remain even though I asked them to be addressed when they came out. I even pointed out a newfound issue where they installed the replacement AC line at the top of the ceiling in the basement (which would require us to drop the ceiling) and he said there was nothing that could be done now. I disagree and will call another HVAC company to get a bid to move it. I would completely change my review if they would simply work with us to address the remaining issues. They refuse and have clearly shown me they don't care now that they have my money.
Air Express Heating & Air Conditioning Reviews
I don't know where to begin. When you spend nearly $18,000 with a company you expect them to do quality work, to be responsive, to communicate, to properly size the equipment, to clean up after themselves, to be professional when issues arise, to not be snarky when you ask them fix something, and to not print their name/phone number on your thermostats where you have to see it everyday (Which I simply asked them to replace with non-imprinted versions and they refused.
I never agreed to have them emboss equipment I paid for.). Despite the amount of money we spent, Air Express was extremely rude and difficult to work with. Communication was nearly non-existent which made it very difficult to make decisions and to understand what was being done. They put our main floor AC unit as "optional" on the estimate, so we didn't purchase it and then, when the AC will not cool our home, blamed us for undersizing the unit and said it was required.
Very bad experience and they refuse to fix the problem, preferring to blame us. And, after over 3 months of calling to get answers they reprimanded us for being frustrated. Because they improperly sized the AC unit for our home, and listed the second unit as "optional", we now have to spend another $3300 to get another unit after the loan on our home has closed. In addition, their welds of the copper pipe failed and they cut 9 holes in our brand new walls (fully painted) and another in the stucco to try and fix.
They also impacted the insulation we paid extra for. In the end they couldn't fix it and ran another line through the unfinished basement along the top of the wall instead of putting the tubing inside the floor joists. We now have to drop the ceiling due to their shoddy work.. Walls were patched but not the same as the new walls - I can tell where the patches are.
Originally, they put two registers in the walk in closets and none in the master bath which has 3 exterior facing walls (Can you imagine how cold that bathroom would get without heat?). We had to ask them to remove the registers from the walk in closets and insisted on a register in the master bath. Additionally, they put the water pan UNDER a wall rather than cutting the pan so that it would fit inside the furnace room (If the pan filled with water we would have had the wall (Drywall / wood / insulation) soaked.) It is amazing to me that we had to fight them on this item.
The Contractor eventually had to remove the wall, shorten the pan, and reinstall the wall to fix the issue. Because this was a new home build Air Express won't speak with me and will only speak through my contractor. We requested the sizing information for the AC unit to try and understand why 2 units were not recommended but they refuse to provide the data (MEC and Manual J). In short, our experience certainly was not the same as others who have given them stellar reviews here. Once we paid them in full they will not return despite multiple issues being outstanding. We certainly do not recommend this company.
Update: Air Express returned once to address some leaks that I found and sent us a register that was the correct color. However, further leaks were found after they left (I asked them to fully check out the system and they didn't). The other issues remain even though I asked them to be addressed when they came out. I even pointed out a newfound issue where they installed the replacement AC line at the top of the ceiling in the basement (which would require us to drop the ceiling) and he said there was nothing that could be done now. I disagree and will call another HVAC company to get a bid to move it. I would completely change my review if they would simply work with us to address the remaining issues. They refuse and have clearly shown me they don't care now that they have my money.