Aspen Air Conditioning

After receiving 4 additional vendor quotes for a new AC, we decided to use Aspen thru Costco since we were members and were confident their work would be backed up by Costco. This was a mistake. First, the sales person played a good selling game making promises and unaware of his own company's service reliability. Installation was to happen at 9am, text came from sales rep at 12:30pm stating they were running behind and he was unaware the reason behind. This is the only AC company I've experienced that doesn't text you or call you with this information. Other vendors are much more tech advanced. AC installation occurred 8 hours later, at approx 5pm-9pm. Installation team wasn't even aware a second return had to be installed .Lack of communication within Aspen organization. UV light was out of stock, so sales manager didn't educate himself on inventory before selling it. Installation team worked diligently so credit to them - Shodiac and Adolpre. Only complaint -gravel was left all over my driveway when the concrete slab was delivered. They also claimed my condensation drip was cleared. Not sure if this means just inside but the outside drip line was full of sludge. Second part of installation w second return occurred 2 days later. It is not working. After Aspen takes your $7500, they completely ignore you. Reached out to Trevor - Operations Manager and Mike Matthews - Service Manager regarding 2nd return not working and no response. They state it will take up to 48 hours for a response. One would think after a customer spends $7k, a company would do a follow-up QA phone call to see if customer is happy. This company doesn't. Shows how little they care about you. Sorry I have to remind Aspen to do this and finish the job they started. Aspen needs some retraining on customer service and professionalism. Learn to value your customers. I will be filing a complaint with Costco CEO regarding their relationship with this vendor and they shouldn't even put their Costco brand behind them. If Aspen's QA manager- Maria -reads this, just use this review as a reason to ask for further training for yourself and Aspen employees. I would be happy to do it. Buyer beware.

it was an amazing service. bought a Lennox AC unit and air handler. Franklin came to my house and he was very knowledgeable about the product. He even offered me a better unit for much less than I expected.The installers were very professionals and did a thorough and clean job. The unit works to perfection. I will recommend Aspen Air Conditioning to any one. Thank You Aspen. Great service Barbara

I’ve used Aspen for over a year. I had 2 different servicemen that came out. Every time they came out to service my A/C, they would find something that needed to be fixed (even though my A/C was cooling). One time they sold me a thermal expansion valve because they said they could tell it was going bad. I asked how long it would last and they said there’s no way to know, so I replaced it because I was afraid of being without A/C soon. The next time they came out, they told me my unit was low on refrigerant and they charged me for that even though the refrigerant should have been topped off when they installed the new thermal expansion valve 6 months earlier. Then they told me the run capacitor on the compressor and the motor on the air handler also were both going bad. Again I asked how long they would last, and they said they can’t give me an answer. The air conditioner is only 6 years old but it’s out of warranty so I would have to pay for all this. After this, I called 2 other A/C contractors who both told me they don’t replace a part until it actually stops working because sometimes they last 2 more years. So I believe Aspen’s business model is to get money from every trip. Beware of letting them service your unit.

I called home depot to ask them for Air Conditioning in my home in Boca Raton. They sent me Aspen Air Conditioning. I thought because they were recommended by Home Depot that they would be reliable. It was far from that. They installed two condensers, two air handlers and electronic air filters. They did a mediocre job and I had to hound them to install the air filters that I ordered. They told me that the wrong ones came in, but the ones that came in were better. I listened to them. It took forever anyway. They did not communicate well at all. After six months they called me and said they should come out and do the six month checkup. They said it was no charge so I made an appointment. Their serviceman came out and did what he said was a check up. That night before I went to bed I saw that water was pouring out of the ceiling and down the walls of my house. I had to call several time for them to respond but someone came out after about two hours. He said he could not fix it and that someone would be out first thing in the morning. No one came so I called, they eventually did come out after many calls. The new serviceman said that the serviceman that came out to do the original service call bent the drain line so the water could not drain and that the safety switch was not hooked up properly. I stayed with them while they worked and had to tell them that they were plumbing the drain line incorrectly because they way they did so would prevent the removal of the electronic air filters. So they redid the plumbing under my direction. ( I am not a HVAC person but I saw that they were doing the job incorrectly ). I asked the serviceman who was going to repair all the damage from the water that leaked down the walls, onto my soffit, cabinets and floor. They said they would tell the installation manager named OMAR and he would call me in the morning. He never did. I called and left 6 messages for him to call, threatened to tell Home Depot, threatened to sue, he never called me back. Never hire them, they are the worst. Home Depot, you should be ashamed of who you recommended. I actually paid Home Depot for the work, not Aspen. BEWARE they are the worst.

Absolutely terrible experience with this company, would not recommend. After what was supposed to be a routine coil and fan cleaning our unit was FUBAR. Coolant was leaking into our home so we bought a carbon monoxide detector out of fear. Even worse than the incompetent techs who performed the cleaning was the 'senior' tech, Shaun, who examined the unit after it stopped cooling. He claimed he couldn't hear what was an obvious whistling sound coming from the unit because he had tinnitus. After saying that the cleaning was done properly and we simply had old insulation, he asked us if we wanted a quote on a NEW system right after paying $800 dollars for the cleaning. Something was clearly wrong since the unit was working perfectly until they did the cleaning. We had 6+ plus days without proper air-conditioning in Florida during the summertime. Right before we took them to small-claims court, another tech was sent out. He was able to find the problem immediately and fixed the unit completely the next day after a part came in, all done for free, thank God. If you can't detect an obvious issue like this after 20+ years in the industry you should probably consider another profession or perhaps retirement.

STAY AWAY! Do not consider Aspen Air when purchasing a new unit. I am the property manager for a home owner who made the mistake of using ASPEN AIR to install the new air conditioner. A/C was purchased in NOVEMBER 2018. After months of trying to get the inspection completed the home owner went north in May and asked that I follow up on the final inspection. It is now JULY 2019 and they have still not been able to get a cleared inspection on this house. I have called and left message but ERICA (I'm not sure there really IS an Erica) never returns phone calls. They blame all the problems on "people they hired to schedule inspections" that are no longer working there. Perhaps they should have installed the unit properly in the first place. The permit expired so they had to go back to the city to have it re-issued. Don't believe the hype they put in their ads!

It went pretty well. The agent David was very helpful and did an awesome work .

We called for emergency service late in the day. The service technician (Uriel M) came during the appointment time the same day, diagnosed and fixed the issue. He did not try to up sell us and demonstrated the solution. He came back for the service call and again was professional, knowledgeable and prompt. I would definitely call Aspen again and request Uriel if the need arises. The cost for both calls.

Expensive leak detection test performed. However, no leak was found. Technician advised that if there was a leak in the line, they would not know how to fix it. During the work, the technician dropped caulk which damaged my wood floor. I advised the service manager, who sent someone out to inspect. Service manager agreed to work with me on the repair. However, after I paid for the repair using the company the service manager requested, the service manager refused to return phone calls or letters. A total lack of integrity. I cancelled my service agreement. I should have read more reviews before working with this company.

Made the request, explained the problem. Was give. The price $94 to come out between 5-8pm, at 6:45 or so I got a call that the technician was held up and would be there between 7:30 and 9:30pm. At 9:20pm I called to find my technician, the service told me they would call me back. Got a call just after and was told he was tied up and would be there when he finished about 10:30pm. Technician arrived about 10:40pm looked at my unit and told me the drain line was blocked, quoted me from his price list, $340 without a contract and $275 with a contract. I told him no thank you paid him the $94. And he left, I took my shop vac out and spent all of 5 min to fix the problem I knew existed when I called, but was not informed I was going to pay $340 to suck the line out. Will not be calling Aspen again. Learned I should ask the question, not expect them to tell me upfront.

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Scheduled for July 5th for installation at 9AM, 10 o'clock came still no one, no phone calls nothing so I called and I am told that some of the crew did not go in that morning so had to re schedule for the next day. How hard is it to call your customer that you cannot go that morning. Next day they were on time, was told that I would have a portable A/C while the work was being performed, they did not have it, I called again to ask about it and I was told that it was on it's way the installation was done and I am still waiting on the portable A/C it never made it that day. Then there was something wrong with the installation the thermostat was set for 78 after 6 hours working none stop it was still 85 . Tech came back and said that the heat and cool was hooked up together somehow and both worked at the same time?? he disconnected the heat so it started to cool down in the house after almost 10 hres. But every time it goes on it sound like a vacuum cleaners . They have sent another tech that re wired to make sure that I will have heat when the cold comes on, He also said that this model is the most quiet unit. Good for me that I took this one, another would have sounded like a jet?

Rescheduling is very inconvenient- 4 times now

I have been using them for years and I am very happy with them. I would absolutely use them again in the future.

Chris came out and he was one of the sharpest and most professional technician ever visited our home. I was totally impressed with his service. I read a lot of reviews before I called Aspen and I read mixed reviews so I was somewhat hesitant to call them but because of their special ($29.99 for tune up/maintenance) I ended up hiring them. The service was actually a pleasant surprise. One of the best things happened today. He did a very thorough check up and cleaning the unit explaining everything he was doing. I realized how lousy service I got last year from another company.

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The Aspen service tech arrived on time, disassembled the outside condenser, and diagnosed that the fan motor was failing (which I already knew). He could restart the fan motor by simply pressing a red button to reset the inside circuitry for the unit (I should have known to do that myself). The fan motor didn't tick like it did before, and the system operated normally. The tech used an LED meter (measuring ohms?) to diagnose that our compressor was in a "Caution" state -- not yet bad, but not normal. That's not unexpected for a 10yo compressor in Florida. The repair tech could give me a quote, but a sales guy from Aspen showed up at that time to take a look at my system. He got my information, said he'd send me a quote later. But, I never received the quote. I was getting other quotes so it didn't bother me that Aspen didn't quote, but it wasn't professional to not follow-up with me, to send me the quote and then make sure I got it, that I didn't have any questions about it. Another AC quote I got was from Gulfstream Air (thank you Angie's List members for your collective recommendation!). Steven from Gulfstream also took a look at my outside AC unit, found that a cap wasn't placed on the valve where the Aspen tech had connected his pressure meter - small detail, but that's inattention to detail on Aspen's part. I paid $95 for Aspen to come out and basically do nothing. For a service call, that's on the high-side. Aspen said they would credit the $95 if I bought a new HVAC system from them, but, alas, they never gave me a quote to even consider. In all, I found working with Gulfstream to be a much better experience, and even other salesreps from other HVAC installers were better, more informative and more interested in getting my business than Aspen. I don't see any reason to ever use Aspen again in the future, and I regret that I didn't let my wife call our regular AC guy we used before.

We wanted to have our AC checked and as it wasn't working well we decided to go with the guy at Costco as we always see him advertising for an AC check up. My husband signed up and Frank arrived on time. The fee was supposed to be, I believe, $ 54.00 to check the whole system. Because the AC was not working at the time, his fee went up to $ 94.00 because he needed to find out why it was not working. Our AC is 17 years and needs to be changed. We knew this and were ready to change it. Frank called the sales person from Aspen and he arrived right and gave my husband a quote. No problem!!! Because we had bad experience before, we never, ever go with only one quote. Even if we checked the rating of the company on Angie's list before making a decision, we have several quotes. My coworker told about a company and the owner came on Saturday to check it. Within 2 minutes he had the AC working again just by fixing the thermostat!!!!! And this is why I give an F to Aspen. Frank didn't try to fix our AC because he wanted to make a sale and having us without AC for the week-end (it always happened on the week-end, lol) he was sure we were going with Aspen. Instead, we are going with the other gentleman because of his honesty and he will be cheaper too.

Took a while to get the correct part. It was an issue with the manufacturer.

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