Overlake Heating & Air Conditioning

It went great, the heat pump and furnace have worked well, they installed a Bryant system that has done great over the past few years, house is cool in summer and warm in winter, I have no complaints.

I was totally impressed with Overlake Heating's quality of service from the initial bid to the final installation. Robert explained everything thoroughly, and his communication with me throughout the process was always excellent. When there was an unfamiliar noise coming from the vents, he and the Overlake crew spent a lot of extra time troubleshooting. He even brought the Bryant furnace representative over to weigh in, and the rep commented to me that he knew of no other heating company that offered such a high level of customer service. I really appreciated all the "extra mile" time and effort provided by Robert and Overlake Heating.

The installation of our new heat pump was to take two days, and I assumed would be done during normal business hours (8:00AM - 5:00PM). I expected a smooth process and a properly working system at the end of the 2nd day. The experience was not even close to my expectations. Day 1: Old air handler, heat exchanger, compressor pad and compressor were removed; new air handler, heat exchanger, and compressor pad were installed. As expected, the new compressor was placed on the pad, but not connected to inside unit. I observed one of the four-man crew scraping gravel from my neighbor's driveway to put under the compressor pad. When I told him that my neighbor probably would not like that, he said, "It will be OK. I'll smooth out the places I took it from." He couldn't have given a more wrong answer! Late in the afternoon, the electrician (an Overlake subcontractor) arrived to hookup power to the new system, and all four from the installation crew left. (I think at least one of the crew should have stayed until the electrician was finished to verify that the system was working. And maybe to explain to me how to operate the new thermostat!) About 90 minutes later, the electrician was finished, but the system would not turn on. It was not his job to troubleshoot system problems, but with the guidance of someone over the phone, he managed to find two wires that had not been connected by the Overlake crew. He connected the wires, but that made no difference. I was supposed to have backup electric heat working at the end of Day 1. This was important because it was December and the temps were down to 32 degrees at night. After 2 hours of trying to get the system to produce heat, the electrician left at 7:00PM, and an Overlake tech arrived at 8:30PM. At 10:00PM, the tech determined that a circuit board in the air handler was defective, and a new one would have to be obtained and installed in the morning. I managed to get by with two 1500-watt space heaters by closing off most of the rooms. Day 2: Before the techs arrived, I noticed that the compressor pad, with compressor installed on it, was significantly out-of-level. The techs arrived at 10:30AM, and I asked them to purchase a bag of gravel to replace what had been taken from my neighbor’s driveway, and they complied with my request. I also asked them to level the compressor pad which they did. The defective circuit board was replaced, and backup electric heat came on. It took two Overlake techs until 7:00PM to connect the inside and outside units of the heat pump, and attempt to charge the system with refrigerant. However, a valve on the compressor unit was leaking so the heat pump could not be operated until a new valve was obtained and installed the following day. Day 3: Two Overlake techs arrived at 1:30PM, and, I assume, they installed a new valve. What appeared to me that was left to be done at that point was to charge the system with refrigerant, connect a small electrical cable between the inside and outside units, insulate the refrigerant lines, and spot-tie the lines and wires into a neat installation. This seemingly small quantity of work took until 10:00PM to complete, at which time it appeared that I had a working system. Day 4: I had programmed the wi-fi capable thermostat using the owner’s manual on Day 2, so I woke up on Day 4 to two emails from the system telling me about urgent notifications that had occurred in the middle of the night. They were Error Code 99’s – High Torque Lockout. A google of this returned a manufacturer’s document that explained this code was likely due to overcharging the system, and resulted in the compressor shutting down for a while and then restarting for a couple of hours when the error situation occurred again. I called Overlake and they said to run the system only on the electric backup until a tech could come out 4 days later. I think Overlake should have sent a tech out that day since, at that point, they were already two days late providing me with a working system. Also, since my old but still working heat pump had been turned off 3 days before, I was going to be using electric backup for 7 straight days (at least), and that more than doubles my heating bill, at this time of year. Days 5 thru 7: Waiting for tech to return and troubleshoot error code. Day 8: Appointment for tech was scheduled for between 11:00AM and 1:00PM. Tech arrived at 4:00PM, but did call to say he would be late. Between 4:00PM and 10:00PM, the tech removed the refrigerant from the system and then recharged the system with refrigerant. He had determined that the initial charging had been below spec (too little refrigerant was used), and he said that the system should work OK now that it was properly charged. After the crew left, I noticed that there was dirt, installation scraps, and some kind of cream-colored lubricant on the carpet next to the air handler, as well as trash in the crawl space and outside around the compressor unit. In general, they could have done a better clean up. Also, they apparently used the top of our clothes dryer as a work bench since there was a drop of dried, blue PVC solvent on the dryer along with many dirty finger prints. The system has now operated for 5 days without any obvious problems. I now have an installed and operating system; however, given that it arrived from Bryant with two faulty components, and the installation included two wires not connected and improperly charging of the system, I have little confidence in my new Bryant heat pump. However, among all the negative aspects of this project, there were a couple positives: Overlake’s price was almost $2000 lower than their competition, they promptly submitted the necessary data to Bryant for the rebate I was due, and they appeared to provide a neat and proper installation.

They found that I needed a gas valve for the furnace and so they had to order one and they were very good to call back and say that this is the cost of the part, we have located it in Portland, and do you want to go ahead with the work, which I did. And then they called me when the part had come in, and rescheduled with the gentlemen again, and I found their service courteous and I thought they were pretty timely and they got my furnace to work. That of course cost me some more money to have the part installed but they were nice when I said “you have a senior discount” and they were able to give me a senior discount on their labors. I haven’t had to do furnace stuff. I did call around and find some other places that were charging more for just coming out and saying hello.

I love them. I have nothing but high praise for them. They have just been fantastic. It was fantastic. I can't not say enough about them. I love them. Super nice, Super nice. I was very, very happy with them.  I can't not think of a single thing that I did not like about the experience. They did not make me do anything I did not need to do. The technician was well informed and punctual, if someone tells you, I don't need to come back because you don't need to do that.

I love them and have nothing but high praise for them. They have been fantastic. Their sales person was wonderful. they crew that came out was great. They laid down tarps to keep things clean and they cleaned after the job was done. The 2 technicians were very pleasant. They did not make me do anything I did  not need to do.

My existing furnace died and we were without heat. I was not happy with my existing HVAC company so I considered 4 competitors. I had Rob of Overlake come out. He showed up on time, explained and proposed several alternative solutions, and gave me a quote a few hours later. It took me a couple of days to get quotes from others, and I ultimately decided Rob's was certainly the best. Knowing we had not heat, he was able to schedule the installation within a day of my selecting Overlake. His guys had quite a bit of sheet metal to replace in the process of installing the new furnace. They did a great job, were very punctual and professional. I am totally satisfied with all Overlake did.

It takes them a huge amount of time, like most of the day. He is fairly meticulous I do not think he is incompetent.

I had a furnace and heat pump installed. The heat pump developed an in frequently occurring problem. That problem was it would not be heating the air so nothing but cold air would flow. It would do this until I noticed that the house was getting cold so I turned it to furnace mode, but then after I switched it to furnace mode and then I switched back to heat pump mode it pretended like nothing happened 5 minutes ago. This is a bad thing to happen because if it had happened during the night or if I was on vacation the darn heat pump would run for days and days until someone noticed and switched it to furnace mode and the problem would clear out. So in the meantime the house would be freezing and I would have burned up 100s and 100s of dollars in electricity doing nothing. So they came and look at it and nothing we would be wrong. It would never show when they came. Maybe after dozens of visits and they were here switching it on and off and measuring things I heard it start acting up and weird sound it makes when its malfunctioning. I put my hand over it and could feel cold air coming out and he measured it with his thing and was like jump its not working. He went outside to the unit and was about to hook it up and the machine just stopped. At that point they could not deny something was wrong. They replaced the unit and with the second unit and it happened once or twice. They came and said they couldn't see anything wrong. I said could it be something else maybe something in the control board and said why don't you replace that and they said no they cant. They refused to replace any other part. I assume the problem is still there and hasn't been fixed. When I reported the problem last time they fiddled around and stuff. This has happened about once a year or so. I still cant trust to go on a long vacation because it will just burn all that money and electricity. They keep saying we have never seen a problem like this before. Last time it just stopped because it burned out the compressor. They said we don't think anything Is wrong with the system so just call us if it happens again. They did not replace the coil when they replaced the heat pump and then it failed so they charged me the labor to replace that heat coil. It would make this weird vibration and I said that probably damaged the coil and shook the whole system. Don't you think that should be covered under the original problem because those coils last decades and they said no its probably because its corrosion. I said in my mind it was that weird vibration and eventually caused it to fail and leak and it should have been replaced with the original problem. So they made me pay like $1200 for the replacedment of the coil.

It was Christmas Eve day and we woke up to a cold house. We had about 4 hours before we had to leave to visit family for the day. I frantically called four or five heating/cooling repair companies to see if anybody was working. I got a call from one company that could come out on Christmas day, but it was going to cost $450 for them just to show up. I passed on the deal and then got a call from Gary from Overlake. He was wrapping up a job in the Snoqualmie Valley and said he could make to Newcastle in a bout 30 minutes. He arrived and quickly diagnosed the problem, He had the parts on the truck to fix the furnace and had it up and running in about 45 minutes. He explained in detail the holiday labor rate which was very fair. He packed up and off we went to visit family from out of town right on time. Well, when we got back that night the house was cold again. Yikes! We pulled out the space heater and turned on the gas fire place to take the edge off cool house. Christmas Day...we did the family morning Christmas thing around the fireplace and then geared up to see the other side of the family. It was going to be an all day thing so the furnace was going to have to wait. I called Overlake on Monday (Christmas Holiday observed) and explained I'd just dropped $1,000 to get my furnace fixed and it wasn't working. Gary was on call again and was at my house in less than 30 minutes. I had already halfway prepared the "I'm not going to pay the call out charge again" speech, when he figured out in about two minutes that it was the condensation pump fail safe switch. It had nothing to do with the blower motor work he did two days before. Instead of tinkering with the old pump he said "we're not messing around with this today" and he installed a new pump. He was very apologetic about having a cold house over the Holiday and said there was no charge for today's visit. I know it was the Overlake owner that made that call, because he called my about 15 minutes after Gary left the house. I call that the "Les Schwab" experience and for me it means they are my new HVAC company until they do something to lose my business.

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Our furnace wasn't running properly sometimes when it's off on summer and then we turn it on in autumn it doesn't act right and it has happen, I think the furnace knows something that we don't know and it doesn't and it has happen before and they come out and I don't know what he does he clean something anyway he does, they do a good job of fixing the issue.

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I have been using them for three years now.  They are very conscientious and very good.  They have qualified people working for them and well trained.    <br /> <br /> One morning I woke up and the heater was not working, they sent somebody out immediately.

Within the last few years, we have had Overlake Heating and Air Conditioning install a furnace, hot water heater, replace and install gas lines for a gas stove, fireplace and gas barbeque.  All of these projects were done with professionalism and quality and at a reasonable price.  Recently, we had them install an air conditioner.  The installers were at our home at the expected time, and the installation was completed within the timeline given.  The installers were very conscientious of the work area and the quality of work was exceptional. <br />

<p>We are repeat customers and have worked with Overlake Heating & Air Conditioning for regular annual furnace inspections and a duct cleaning. We have been pleased every time and this time was no different. </p> <p>I met with Rob on Monday (3/9). He was responsive and gave helpful information about the options available for air conditioner units and the process for getting one installed. He got us an installation appointment for the very next day. </p> <p>The installers arrived at the promised time the next day and worked diligently for about 6.5 hours, into the early evening. They were positive, friendly, and patient about answering our questions. Their workmanship was high quality and they explained what would happen on day two of the installation. Before leaving they thoroughly cleaned the garage where they were working. </p> <p>The second day of installation was today (3/13). An electrician (Linder Electric) and an Overlake service technician came out to finish the installation. We weren't here when they performed the work, but again the end results all looked clean, nice, and organized. </p> <p>The Overlake scheduler and office staff are excellent about communicating updates. We appreciate the responsiveness, reliability, expertise, and professionalism of all of the Overlake staff and definitely recommend them. </p> <p><br /></p> <br />

The experience went just fine!

Gary was my contact person who was VERY professional and thorough.  He explained what was wrong with this new construction in a manner that was easily understood.  His team connected the drip pan (which wasn't); re-routed the condensation lines so that they sloped and water will be able to exit the house instead of having it sit in the lines and freeze which it did last year. <br /> they are amazing <br />

Arrived within the timeframe given.  Very thorough and professional. <br />

They sent the nicest gentleman out.  He fixed the heat pump and the furnace.  And it has worked now better than ever.

<p>Two good guys from Overlake came and installed a new water tank quickly. They told us to call them for anything.  This was true.  After the installation, we thought we saw a small sign of water leakage, but we were not sure.  Upon calling them, they came to check if there was any leak. They made sure the water tank was installed fine.  The company is very reliable.  We would use Overlake Heating if another heating-related service is needed.      </p> <br />