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  • A few years ago my mother moved to Charlotte and had Air central replace her aged units and based on her recommendation we gave Air Central a try. I've used them now for just under 3 years. My first experience was to have a Coil replaced when the AC went out during the hot summer this was even installed by one of the owners which i really appreciated due to his crew being busy. The owner let me know this should even fix the problem with the unit leaking freon in the system. Come the following year the system was again not cooling properly which again was due to a lack of freon. Sadly the coil did not fix it but I would have been surprised if it did so I let it go. With a lack of options I gave the service agreement another year which brings us to my most recent experience. My AC unit is again not keeping up and given that we still have the service agreement with them I had my wife call to setup an appointment. I'm writing this in April my wife called and let them know that we want to schedule the spring service and that likely we need the freon topped off as the system is cooling but not keeping up as it should or normally would. The first thing appointment they offer my wife is in June or in other words two months away. After she scoffed they offered May 17th which was still a over a month away. My wife asked if there was not something sooner, that while we could wait a little the system is not keeping up and needs something done before May. The rep stated that to do something sooner there would be a service fee to come out earlier. My wife went ahead and set the May appointment and called me to discuss the situation. We agreed that it is the beginning of the season and this is when people do their service work and given that we need something done now and have done business with this company in the past to not be offered an appointment for over a month and a half was just not going to work for us. She called back to cancel the appointment and let them know that we will be moving forward with another company. She did receive a voicemail from the office manager later but at that point the decision was made. I can't understand why you would push a current customer out so far and then try to charge a service charge when you know there is a repair to be done. I could see a service charge if we had no agreement that's standard but this seems like a bad way to honor an existing customer. What's the point of the agreement then? Hey I get it, it is your agreement I just don't agree with it. 4-23-17 As an update to this Wes gave my wife a call to try and make this right. He offered to refund half of the service agreement which I took him up on and makes me feel a little bit better.
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