Your tech Dusty was rude and unprofessional. He repeatedly urged that I "upgrade " my system, which was highly unnecessary... I live in a fairly new community. He also added unnecessary junk fees to the estimate that was submitted to my warranty company. Fees for work to be competed within my attic unit, (of which he never even inspected) were added within the estimate. In addition, I am well aware that the only fee that should have been "uncovered charge", is a $50-75 disposal fee. However, my warranty company informed me that an additional $260 for uncovered expenses were submitted. Your representative submitted an estimate for a PVC modification, recovery fee and noted other parts that were completely unwarranted for a compressor replacement. Honesty and integrity are the basis of any reputable, honest and successful company. The service I experienced doesn't represent a company that is trustworthy. If you have any additional questions please feel free to contact me. Date of service 9/9/14 and invoice # 51532.
Posted: 9/13/2014 • Link to this review
Very bad customer service and Liars......I would not recommend them to anyone, even if they were free. NPA recently worked on my HVAC unit 2 months ago for the third time, this yr, same problem. I didn't pay much attention to ut the 1st 2 times because it was under a Home warranty. Bottom line Is that the first technician Jimmy was very friendly and knowlagble, and showed me that the blower and relay switch needed to be replaced. So I went a week without heat so that they could find the correct replacement parts. Now the second tech was someone totally different who nothing about my unit and when I asked him where the relay switch was he looked at me like I had a third eye, and said they never gave him one, but he as able to make it work. So for the next 4 weeks I called 3 times to get proof that they did install a new relay switch, and i could never get a call back to verify that they were able to do that. So now it's 2 months later and my relay switch is sticking, after 3 more calls to NPA I finally got to speak with Stan the owner, BLine is that he basically told me that his tech said that he replaced and that theres nothing more that they could do, I'm like just come out here and verify that your tech did in fact put in a new relay, because there's know way that switch should go after just 2 months. Obviously the motto "the customer is always right" is def. not the motto of NPA, I think it's just "put a band aid on it" till the next time.
Posted: 2/20/2012 • Link to this review
This is the first time I have ever had to post a negative review about a company. North Pole Air SUCKS-if your warranty company recommends them, RUN! They have customer service reps and technicians that lie about what they will do, and the tech service manager hung up on me while trying to receive service. When I tried to resolve the issue through my warranty company, North Pole refused service. DO NOT USE THIS UNPOROFESSIONAL COMPANY!!!
Posted: 10/20/2011 • Link to this review
What is quite interesting is that despite all the bad reviews (and the folks at the company apologizing) they really have not seemed to have learned any lessons or changed their behavior (suggesting that they really do not care). They continue to be rude, hard to deal with and evasive (and don't return calls). What is the point of apologizing to your customers and then continue to abuse them? Something is very wrong here.
Posted: 6/02/2011 • Link to this review
We used north pole due to our home warranty. I may be biased due to problems with our last HVAC warranty company. Granted it was a small/easy repair but they were able to come out the same day, arrived when they said they would(not 4 hours later). He was in & out in less than a half hour. Also, he did not arrive dressed like he was homeless. I would highly recommend at least considering them.
Posted: 2/09/2011 • Link to this review
I picked them from my home warranty because they seemed like they were the best of the worst. The reviews were at least average. Their first visit, the tech thought he fixed it but the problem remained. Jessica was very nice back at the office and the same tech came out with another person. Again he claimed victory, but I don't think he had a clue what was wrong with it. He also forgot to hook the pipes back together and my ktichen ceiling almost caved in. I ran into the tech at a local restaurant and he asked how things were working. I told him it wasn't but don't worry, I won't make you come back out. He could care less.....typical of todays craftsman Final result, if your only goal is to meet nice people, you can't go wrong, but you likely know as much as they do about air conditioners.
Posted: 6/16/2010 • Link to this review
Back during the winter my furnace went out and was so old, parts couldn't be found for it. Well, this company came out and fully accessed the problem and gave me many options to choose from. Then, they actually made sure to get my new furnace installed that day so we would have heat. I don't know what the person in the other review was talking about, but Shane made sure we were very comfortable and the technicians Chris and DJ got the install done with no inconvenience to our schedule. Thanks to the whole staff!
Posted: 4/13/2010 • Link to this review
I was a customer with this company thru my warranty company. And it was the worst experience I have ever had to deal with. Also it is very sad that you have to have one of your own employees post a good comment about your company. Jvalderaz was the office managers email address that i had spoken with. Stay FAR FAR AWAY FROM THIS COMPANY!! They will leave a bad taste in your mouth months after using them.When i had to speak to the new manager Shane, he was extremely rude when i could actually get him on the phone and incompetant about this type of work.This company seems to go through more managers and staff like i go through underwear!!
Posted: 4/05/2010 • Link to this review
The blower on our furnace broke last week. North Pole Air was able to send somebody out that day and the guy that they sent knew exactly what he was doing. It took him just a few minutes to figure out what was wrong. He also had the spare part in his truck and fixed it quickly, correctly and cleanly. I definitely recommend giving them a call.
Posted: 1/13/2010 • Link to this review
I would like to take a moment to apologize for any dissatisfaction customers have experienced from our company. In the past four months we've undergone management and staff changes, and Shane has honestly made improvements with our service, operations and pricing. I have been here just shy of three months, and we've been working hard trying to mend customer relations. I cannot take back the actions of our previous managers or staff, but I would like to take this chance to say sorry for any grievances with our company. I would love the opportunity if you would take the chance to try us again, or to call us for the first time. I can assure you that you would find a completely different experience through us from the moment I answer your call to when the technician thanks you walking out the door. Please let me know if there is anything I can do to mend our relationship, as we would benefit from feedback. Jessica 7) 965.3403
Posted: 11/13/2009 • Last edited: 4/05/2010 • Link to this review
North Pole Air was assigned by AHS warranty company for a rental home AC problem. They arrived in a reasonable time but did not call 30 min before arrival as requested. They came up with a list of "non-covered costs" that totaled almost $600 beyond what the warranty company would pay. After reviewing I noted that $200 of the charges were not valid - the float switch and drain lines were there and working. Some items are understandably not covered but had I not stepped in they would have charged me for unneeded items on top of the high charges for the items that were required. Their office staff (dealt with via phone) were unprofessional, came very close to accusing me of lying and seemed to not care at all that the tech mis-stated work needed (after he acknowledged he was wrong). Maybe non-warranty claims are treated differently but from my experience I would strongly advise staying away from this company.
Posted: 7/10/2009 • Last edited: 4/05/2010 • Link to this review
Two years ago North Pole Air took shorcuts installing an unit in my attic. I had to call someone to fix it last year and their work broke again this year. They've cost me a lot of money and a ruined ceiling. I don't recommend this company.
Posted: 6/04/2009 • Last edited: 4/05/2010 • Link to this review