Paul's Heating & Air Incorporated

User Rating: 5 out of 5 stars

I have had excellent service with Paul's. The technician that came out to my house was very thorough in finding the problem in my unit. He was very knowledgeable and very honest with me. I have used them for 12 years or so and would recommend anyone using them. There aren't many honest HVAC companies out there so Im pleased to have found someone I can trust.

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User Rating: 1 out of 5 stars

We love all the recommendations we receive for various services, but this email is to let you know about the bad experience we had with Paul's Heating and Air. They put in our original AC system. We continued to use Paul’s service, but our upstairs unit could never drop the temperature below 85 on a hot day. They came out on service calls and gave different explanations for the poor cooling. It wasn't until recently that one of their employees finally told us the real problem was that the system was mismatched: Paul’s installed a 2 ton coil on a 2.5 ton unit. This is hard for a layperson to figure out: you have to find and translate the numeric codes stamped on the coil itself. (The guy who told us this is no longer employed by Paul’s).

From this point on, Paul’s customer service went downhill. Without boring you with endless examples, here are two that may make you reconsider this company. (1) Paul’s number 1 man told us that the mismatch was okay because a piston (which you can not see) in the coil of the Heil Unit can build enough pressure to make-up the difference. This guy is the only person on planet Earth that we can find who believes this. Perhaps, it was his try to mislead people who do not know the intricacies about HVAC. We had two other companies look at this unit, talked to a Heil distributor, consulted other people certified in HVAC, and researched it ourselves. The truth is that the piston can decrease the flow (if the coil is too large), but NEVER increase it. We concluded this explanation was a lie in order to avoid responsibility for a costly mistake. (2) We once met Paul himself when he was charging us to service our unit, and he was a nice guy. But, Paul himself never had the decency t
o talk to us about this issue. He originally was to come inspect the unit, but sent someone else instead. Despite our begging, he would not return our messages and his staff would not put him on the phone. His staff finally told us he didn’t have time to speak to the customers and hung up on us! Seriously.

We have more examples of bad advice and will not go into the details of how Paul’s quoted a new system at a supposedly very reduced price (it actually was the highest of three quotes) for a unit that uses the new refrigerant R-410A (R-22 is being replaced by 2010), but without replacing the line into the house. Again, we researched and found that everyone else recommends (and in many cases mandates) replacing the line into the home when switching to R-410A to avoid having to pay for potentially costly future service calls.

If some of this email is too technical to understand, then you might benefit from not using Paul’s. We did not know what most of these terms and concepts meant before this experience. This mistake cost us $3000.

Needless to say, we've put in a new system with a different company and had a great experience.

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