Airplus of California

I always wonder how any company can go without doing something as simple as a return phone call. Granted, I understand there’s been a real heat wave this past week but is it any excuse not to call me back? I left two messages for callback including talking to Lupita and letting her know. Her great solution was to transfer me into the call queue. All I wanted to do was schedule a technician to come out for service.
In some ways I’m grateful. If this company can’t even return a call, hate to see how their service is along with any followups. I ended up with another vendor and equally thankful they promptly answered my call and came out to service my AC.
Been awhile since their last Unilocal review and is definitely a sign of things to come. My suggestion as logic — go elsewhere and save yourself some time. Airplus=all hot air.

So… I will «try» to make it short, I used Airplus on my other property. I replaced the entire system with a top of the line package. All good… no issues. I, then, sold that house and bought a new one. I called them to come to the new house to inspect and provide preventative maintenance on two existing a/​c units. Turns out that the technician damaged the entrance to the attic while climbing into the attic. No big deal, as things do happen; however, the problem was, he never said anything. The tech simply pretended that nothing had happened and left the house without saying a word. I also had asked Airplus to check the unit in the garage, as there was a leak. He said it was clogged; however, it continued to leak (more on this to come…). I called the office multiple times to address the damage to the ceiling. They kept telling me that Daniel (supervisor) would call me back; however, he never did. I wrote a couple of emails to customer service about my discontent with their lack of reply and a week later, finally, Daniel called me back. He dispatched someone to fix the ceiling. The thing is… the guy fixed it, but he did NOT paint it, so I now have a half a$$ done job on my new home… ask me if Airplus care about… NO! OK… back to the leak… I also addressed this issue with them and they sent another person to take a look at it. The guy realized it was a broken drain pan (funny thing was the previous tech did not even noticed a broken pan… I guess he needs to sharpen his technical skills. A broken pan is technically replaceable. However, the tech started offering things that were not even needed, such as a new unit. As I was not in the house during his visit, he went ahead and applied some glue to it, as they did not carry the pan for the model I have (which I did not even think he had done, but according to the third tech, he did). I called back and talked to Daniel, who told me to call the home warranty provider. I did and they dispatched someone to evaluate. It turns out that the «repair» the second technician did, void the home warranty… now… I am screwed.
I bought the two times a year maintenance program from Airplus, which… before, it was a good thing… now… I am very reluctant in saying that and I am at the point of asking my money back. Shame of Airplus for such as horrible experience and poor customer service.

Very impressed with these guys! No high pressure, made great suggestions.
They installed a complete new A/​C system and heater in one day.
Very neat installation, and it works great! Less expensive than some of the other guys, who didn’t seem nearly as professional.

I was contacted by their office stating that I had my maintenance appointment due and was scheduled for service on ¹²⁄₁₈ between 8 – 10 am and I was called by the office to make the appointment as I have a maintenance plan (I never initiated the call)
As of today, since the first call I was scheduled, one of the office girls left me a message asking if I could change the appointment and I called back and said no I could not due to my schedule so she said she would leave it as it was. Few weeks later I get a call on Monday 12/​15/​2014 and Maria was the girl that called and she said she had me on the schedule for this Thursday ¹²⁄₁₈ but was not sure what I was scheduled for??? I told her I have a maintenance plan and YOUR OFFICE CALLED ME FIRST TO SCHEDULE, she seemed confused and not sure what I needed and asked me «so what is it we are supposed to do?» I told her how I paid for this plan to get filters, and maintenance work done on both of my units. She said «OK, LET ME CHECK INTO IT AND I WILL CALL YOU BACK»
I never heard back from her and so here I am Thursday, waiting and waiting… took time off work to be here and when I called in to see why no one had shown up yet I called and MARIA again answered and said that I was not on the schedule because I called and cancelled!!! I WENT THROUGH THE ROOF, I told her that I never cancelled and if she actually did her job right and would have called me back on Monday then this probably would not have happened. I told her I needed someone out here and she said «OH IM SORRY, OUR BOOK IS FULL AND WE CAN’T FIT YOU IN TODAY» I told her I was upset and not happy and she transferred me with no warning to a VM for Juanita.
Horrible customer service, I left a VM for Juanita and told her how upset I was.

The serviceman, Chad, showed up on time. He performed the work quickly and professionally. Awesome. And he wore booties when he was inside the house. This is a professional company for sure. They take pride in their work.

Came out on a Sunday and saved us. When he arrived and we told him what was going on Mike knew exactly what the problem was before he even looked at the unit. 5 minutes and fixed. Thank you so much. I will definitely use this company again.

I always worry when something needs to be fixed. You never know if they are going to rip you off. Making you fix something that didn’t even need to be fixed. Or a easy fix like tightening a screw, but they tell you it’s going to take a lot of work and pretending they are doing something. My AC wasn’t cooling properly, and it over 100 degrees outside. I had to make the call.
When the technician Mike arrived, he was very friendly and was able to explain to me what he was doing each step of the way. The freon showed it was low, so he checked for leaks, didn’t find any leaks. So he try to add some freon, but it didn’t allow any freon to be added. So he knew it had to be the TXV valve. He went into the attic and check the blower area, and sure enough the TXV valve burned out, and was restricting the flow of freon. He didn’t have the part, so he had to order the part and come back. He said his office will quote me a price.
His office quoted me a price of $ 590 to get this fixed. I thought it was a lot, so I did a little research on how to fix it and how much it cost. It turns out to be a labor intensive job in the hot attic. Their price was actually the best pricing out of all the places that was able to quote me a price over the phone. So I quickly made an appointment to get it fixed. Mike was the one that came out again. He was very nice and did an awesome job. He wore slip-​on booties when he was on the carpet and clean everything up, like he was never there.
If your having AC or Heating problems, you should definitely give AirPlus a call. Reasonable pricing and most importantly honesty. No need to fear about getting ripped off. By him explaining to me each step of the process and what he was looking for, it assured me that he is looking to solve the problem, and not creating one to make money. Basically, I felt that he is trying to fix the problem as cost efficient at possible. If I just needed a tune-​up, he was fine with just making a tune-​up.
In this case, it was something more expensive. I don’t mind spending the money if I know for sure it is something needed to be fix and the price is reasonable.

OK. Robert Allen was the rep to show up and do the estimate. He was thorough and open about his prices and services. Friendly and very low pressure. He worked with us to learn what our needs and concerns were and to come up with a fair deal without over-​inflating things.
Appointment was made for the next week and 3 techs came out: Alvero, Memo, and Leo. They had a great attitude and worked hard, stopping only for lunch. They knew their jobs and their tasks (duct work, heater, A/​C) and when they had to work together.
Being an engineer, I am naturally curious about how things are done and what makes things more efficient… never know when some technique in one area could be applied or adapted for another. Alvero and Memo spent the time needed to explain what was being done and even why they were done they way they were doing it. That just emphasizes to me their experience and detailed job knowledge.
Leo just worked hard in the attic getting all the duct work in place. =o)
We also noticed that we missed a duct in the original walk through, but the Airplus team adapted and got the proper duct work to it without fuss and acted like it was all in-​scope work. No extra costs.
The crew also had a rather high level of attention to detail. They were literally measuring twice before cuts, verifying drawings, and detailing numbers on their check sheets (ensure proper charging of A/​C and heater set up). After installation they measured intake and outflow air temperatures at several points to verify that the system was meeting specifications. They were right on the numbers.
The old asbestos laden ducts were removed by a sub called AQHI (separate review). Airplus sub-​ed them for a fixed price without additional charges.
The only issue of the day was the sub had a crew member that slipped in the attic and installed a fairly large, unplanned, vent in the living room using his foot. Accidents happen, I get it. The crew sealed it off promptly. Both the AQHI crew and Airplus responded immediately to start a mitigation and repair. Since the issue happened late Friday, AQHI sent someone out the following Monday morning to fix the ceiling. Issue resolved. (Again separate review).
So, at the end of the day we had a new central heater with A/​C, a new A/​C condenser outside, new duct work (sans asbestos), and three new vents. And they left the place clean.
Airplus followed the 10% rule for the down payment. Stacey handled the payments over the phone. She was pleasant to work with as well.
Walk through with Robert will be soon (he was busy with another job the day the work was done) and he will provide a lien waiver for the sub as well.
Another thing to note is that they state they are protective of their good reputation and that was well evidenced in the execution of the project and willingness to make the job right without nickel and dimeing the client.
Scoring: the company sent a rep out that did not do a high pressure sales, showed their cost sheets, didn’t rush, and who had a great attitude (+0.5 star); the crew showed a high level of integrity and work ethic (+1 stars) and had a positive attitude and willingness to patiently explain the whats and whys of their work (+1 star); The work was done on time, on cost, and correctly (so far so good) (+1 star). The price was FAIR given the current market (no star modification). AIrplus also included a 1 year maintenance program where they come out, inspect the system and replace the air fiilters… I’ll bump them up to 5 stars for the follow through and overall customer service.
This is a contractor I wouldn’t hesitate to call again or to recommend for HVAC work.