Fletcher heating and air

Tony has gone through the extra effort to make sure that the heating fan and motor in my furnace are working perfectly while also checking on extra parts to make sure they are working! Great service
Mar 6th, 2024

I have a home warranty with First American. I opened a claim with First American on December 6, 2023. At that point they assigned Fletcher heating and air to come service my unit. Fletcher sent a technician on 12/8/2023, the technician attempted to repair the downstairs central heat and air unit, and concluded that we needed a new unit. Before they came to install the new unit Fletcher advised that I needed to pay $1141 out of pocket for modifications for the new unit. I called Fletcher and asked for a discount because it was nearly Christmas time, and me only being on a fixed income, requested a discount. The owner, Jason, went down to $850, and I mentioned that was still too much. Fletcher then told me I would only have to pay $750. Fletchers technicians arrived on 12/15/2023, and told me I needed to pay the full $750 in advance of installing the unit. I paid and Fletcher installed the unit, but there were a couple issues. The unit is enormous, it looks like an industrial unit, I have posted pictures for reference. As soon as it was installed and I turned it on, I smelled a strong burning odor, I let the technicians know, and they told me it was normal as the unit was new, and they left. Within a couple hours it stopped working, and I immediately contacted Fletcher to notify them of the malfunctioning unit. I took and proceeded to send pictures of the new unit to Fletcher, letting know that it didnt seem like any modifications were done. I have also posted those pictures below. A couple days later they sent another technician, he replaced a tube and new heat kit in the unit, which he told us was missing. The unit still did not work, and the technician told us we would need another new unit. At that point, no one was taking responsibility, and so we have been without heat this whole time. Around January 18-19, 2024 the warranty company decided that they would only replace the compressor in the new broken unit. They ordered the compressor, but we were advised last week they had ordered the wrong compressor, and the one needed is on back order. We wait, as we have been since 12/6/2023. I am very unsatisfied and if I could give them zero stars I would, especially after I had to come out of pocket for them to do their job. For reference my name is Josie Shepherd.
Mar 5th, 2024

My AC went out this summer and my insurance company sent Fletcher heating and air. They did an AWESOME job so when I needed to get my furnace serviced nd air ducts cleaned i called them. When they arrived and inspected everything they ended up seeing I did not need the air duct service. Most places would probably have gone on and done something just to get the money but they did not. Aaron and Jason Cropf the owner were the best. I will continue to use them for future work and you should too. I am glad there are still honest people out here. Thank you.
Oct 16th, 2023

This is the most non helpful company .. faith was nice who is the front desk worker but the rest of the company not worth my breath. Our hvac system went out on Fri evening and they had no emergency service and didnt want to help till Monday. We communicated with them via email and set a time that would work and they agreed and than on Monday said they couldnt work with the time. My husband took time off to accommodate them during their hours . They came out and they supposedly fixed it and with in 3 hours of them fixing it we have no heat and the owner is unwilling to come fix it or come after hours to help fix the issue he said they can come when its convenient for them and we need to be able to accommodate that. They are so uncaring in the situation and the temps here are rapidly dropping and they still said they will Do nothing to help the issue. Never never will I use them or recommend them . Such bad customer services and just inconsiderate of an owner of a company to treat paying customers the way they have. I would give them 0 stars if I was able !!!
Dec 28th, 2023

Update Nov. 17 2023. This is to reply the owner's response. "you were giving miss information by the warranty company..." What misinformation? I had a three-way conference call with your employee and the warranty company agent. Everything is clearly stated! You closed my ticket prematurely in Oct. 2022. Your staff insisted that your April visit was a "courtesy" visit. I still didn't have cool air after your April 2023 repair. It was the other company who finally made the AC work. Now tell me which part is "misinformation"? Update May 24 2023. I used another company, Air Force Heating and Cooling, to come and check the unit and It's determined the problem is caused by the mishandling of Fletcher's technician. The new evap coil they put in is designed to run new type of freon R410A. But my system runs on old type R22. These two types of freon require different meter pistons. R410A uses size 67 and R22 uses size 74. The new evap coil comes with asize 67. Because my system runs on R22, it needs size 74. 67 is too small and can not cool the house down. Fletcher's technicians failed to recognize the problem and their mistake costed me extra money. ---------------------------------- My AC system broke down last July. I called my home appliance warranty company and they assigned the job to Fletcher. That is when the ordeal starts. Long story short. Because of parts back order and weather reasons, my AC repair work only got finalized in April 2023. Then again, When I first started to use the AC on May 8th, the AC quitted right way. Because this is less than one month since the final repair, I called the warranty company and they issued a "recall" service ticket. Fletcher rejected the "recall request", then the home warranty company cancelled the recall order on the ground that the visit in April was a "courtesy" visit. So I called the Warranty company again and only found out that, back in last October, Fletcher reported to the Warranty company that the work was done although it was not. Because of this reporting, the ticket was closed in October (They claim that they had to this, because they can't leave a ticket open for too long). In April this year, when they came and actually installed the parts, they claimed this was a "courtesy" visit, they made it sound like, they were doing me a favor and actually they were doing their job that they were paid to do. Because the ticket was closed in last October, it effectively voids my one month repair guarantee period. So at the end, my AC is still not working after 10 months. Even if what they said is true, that they can't leave the ticket open for too long, should they have the responsibility to tell the warranty company that the job was not done? There were many ways to handle this situation, but they chose the worst way, maybe an easiest way for them. I don't want to call anyone liar, but when you report that a job is done but actually it is still pending, I don't think this is telling the truth. I am also very puzzled that I have never sign off the work, how did they close the ticket? Takeaways from my experience: 1. I lost count how many times they came to fix the AC in the past 10 months. I am not an AC professional, but I really think a professional should do a better job to diagnose the problem. 2. It looks to me they don't like "recall" orders, In the past 10 month, the warranty company once issued a "recall" order , they vehemently rejected this request and insisted that the company must issue a regular work order. Don't know why. 3. I have called their office many times and also talked to their technicians. I have heard so many conflict information from them to a point that I don't know what is true any more. So my suggestion is if you still want to use their service, write down the name of the person you talk to and details of your conversation. Service: A/C system repair
Dec 1st, 2023