Business ProfileforAir Solutions of Ohio Inc.

Contacted Air Solutions, Mansfield, due to our heat pump failing to produce heat and engaging the auxiliary heat strip. They were able to get us an appointment in a couple days.The technician determined that the problem was likely a seized heat pump compressor after 90 minutes of diagnosis; however, he would have to return the next morning to verify. He confirmed the next day. I requested an estimate via email for both replacement of the compressor or the entire outside heat pump. They charged $289.93 which included a fuel surcharge for the 13 mile drive.****** *************** Wooster, also does HVAC work and agreed to come out the next day for a 2nd opinion. **** spent about 45 minutes diagnosing the issue and confirmed that the heat pump compressor needed to be replaced. He promised an emailed estimate for both the compressor replacement and a new outside unit. They charged $75.00 for the service call with no fuel surchage, despite a 30 mile drive.****** emailed within 24 hours with a price for both options. Wanting to give Air Solutions a chance, I called them and they provided the cost for replacement of the compressor but indicated they would need to get back to me with the price on a new unit. After a week, I contacted Air Solutions again and they still could not provide a price. I then contacted ****** to schedule the unit replacement, which was completed to my satisfaction within a week.I called Air Solutions today, requesting an explanation and was advised that they would have to get back to me.I'm left with the feeling that Air Solutions prefers to perform a high volume of service calls at a seemingly exorbitant rate, rather than actually perform HVAC work.I certainly do not feel respected as a customer.I won't be paying for their services again, but I hope that others have a more positive experience.

We apologize that you had a negative experience with our business. It is not our practice to keep customers waiting for estimates; however, we were experiencing delays in getting pricing back from our suppliers, which we spoke about over email and by phone with you. When you last spoke with our Office Manager, you had informed them that you had received pricing for the replacement from another contractor. They misunderstood you at that time and thought that you were moving forward with that company, so they did not continue with getting pricing information together for you. That misunderstanding is our fault, and again, we apologize for that. We take pride in providing quality service to our customers and are disappointed that we fell short in this instance. In order to ensure that we do not have instances such as this in the future, our staff will be meeting to complete re-training regarding communication and customer service. Additionally, we have contacted our current suppliers to resolve the delay in their pricing as well.

Thank you for your response. Your business seems to be rated well and I'm willing to accept that my experience was the exception.I still feel the service call pricing was a bit exorbitant for a non-emergency regular business hours appointment. However, prices are whatever the market will accept and you seem to stay busy. Best regards,****