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| - This is a long review, but if you're getting ready to spend $1000's on something as important as AC, I know you're interested in details.
Infinity H&C (don't confuse with Infinity Air) was one of four contractors I requested bids from to replace my two 20-year old 3-ton condensors (the unit outside the house) and coils (like a cold radiator the fan blows through). Their bid was very competitive for a highly-rated Trane system and they beat some bidders who were proposing lesser-rated equipment. One competitor came in just a bit below them, but I didn't find their staff member or their customer care to be as admirable as Infinity.
Richard, the company owner, came to the property to bid. He's affable and knowledgeable and he expressed pride in his company. He said for highest efficiency, I should replace my heater/blowers, but he also said they appeared to be in decent condition and the choice was mine. He provided bids for both options.
The company communicated well. I received their bid within two work days. One of their competitors never even sent their bid, even after I made a follow-up request. If you're not even capable to follow up with a bid for a $10,000 project, why bother coming out?
I received a call from Alex at the office a few days prior to install and a text message the day of install. For someone that deals with cranky people with problems all day, she (Alex) comes off as kind, patient and professional.
The crew arrived at about 6:40 for a 7 am appointment. My technicians were Justin and Erick. Both were professional and competent. Erick installed the coils and air handlers in the attic and garage, while Justin replaced the condensers outside. I'm a DIY kind of guy. While I know nobody wants the client over their shoulder, when I did pop out to check progress, Erick took pride in explaining why he preferred certain methods. His coil installations were tidy and well-sealed.
After about five hours, the install was complete. The two units running simultaneously were about half as loud as just one of my old units. It hasn't been warm enough to need the AC yet, but I'm looking forward to having my solar system cover my entire annual power load with these efficient units.
Now here's where Infinity rises to five stars: Since Erick had to modify the gas line to correct the alignment for the new equipment, he had turned off our gas supply. When he went to relight my water heater, just before leaving, there was a problem. Out of nowhere, the gas controller on the water heater was blinking an error code.
Despite having other service calls, Infinity shuffled their schedules to try to resolve the problem. When they determined the proprietary replacement part for the Kenmore water heater would take for four days, I told them I understood and could live that long with cold showers. It is what it is. But Infinity didn't consider it acceptable to leave a customer without hot water for several days. Instead they made arrangements to have the entire unit replaced the same day at their expense! They even made sure the new water heater had a high-efficiency rating and 50 gallon capacity: No cheapo contractor unit.
Now, I know my project took a big bite out of their profit margin. And I won't be surprised if they start having customers sign a "collateral damage" waiver in the future. Whether they do that or not, the character of this company is one you can count upon.
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