Fire & Ice Heating & Cooling

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CLOSED NOW - Opens at 7:00am

September 2020 I started hearing an intermittent noise from the heat pump. I provided as much detail over the phone emphasizing on the "intermittent" and later had provided audio recordings. A visual check was performed October 2020 (plus I was charged $89) with no outcome because the noise (error) was not present at the time (even though I provided audio recordings). Very same day the noise returned, I mentioned and requested F&I there has to be more to be done to avoid this getting worse. When things are intermittent there are extensive diagnostics to be done and/or follow up with subject matter expert within the company (having audio, description of symptoms, etc.). After several phone calls and emails, I started sending actual videos and more details (I am not an HVAC tech) but did my best with specifics (times, conditions, noise present, noise not present, etc.) including my concerns diagnosing this to avoid getting any worse. After several exchanges, the agreement was they would send a subject matter expert / experienced technician during my upcoming November 2020 annual tune-up. On the tune-up/maintenance day (first week of November), F&I sent two technicians but the problem was one of them was in training and the other just got out of school within the month. It is not the two techs fault not finding anything since they are not experienced, but this is another continued instance F&I failed even though I had made several requests (providing detailed emails and audio/video evidence). Some of the emails I sent to them included verbiage asking them "...let me know what I need to do to help you guys diagnose this issue before it gets problematic or causes a break condition". Again, shouldn't come down to the customer basically asking many times over for help after being a 10+ years loyal consumer (including the annual tune-ups). Several more phones calls and emails later (with more video evidence and details scripted), a service/technician manager was scheduled (last week of November) to finally take a look (this would be a 4th/5th person). This person's assessment was there was a specific device failure (reversing valve and/or compressor) failing intermittently. January 2021 - Yes, this went on onto the new year because of their holiday scheduling availability (we were available always to get this done, especially with kids and one on the way). Our priority was to get this rectified ever since we started asking (basically begging) for help since late September/Early October 2020. In the end, the technician (I appreciate the this technicians honesty) and discussion resulted in the heat pump no longer to be serviceable (not recommended to replace the single device) and to instead replace the whole heat pump (which will require furnace replacement too even though that had no issues). This turned from a customer request proactively asking/begging for help on a "intermittent noise" to Fire & Ice recommending a full HVAC replacement upwards of $10k+. The final nail in the coffin was this holistic failure from ownership/management because even though they couldn't figure this error for months - they easily explained they can have a full HVAC replacement (~$10k+) within the week. How convenient a small error which could have been avoided turned into such a fiasco. I don't expect an HVAC system to last forever, but just a 10yr period to have full failure after performing all the Fire & Ice requested annual tune-ups/maintenance (annual costs) this is just unacceptable. Hire them at your own risks, but view their negative reviews before you do - as long as things work it's decent; but once things get beyond the scripted fixes they prefer to just do a full sales installation. I expected much more from ownership/management, but figures some small businesses forget the customers that helped build their company. If F&I refute/challenge any of my statements/experience, I have plenty of audit data from before the installation period.

Great company. Great customer service. Love them.