Action Plumbing, Heating, Air & Electric

Ryan G.

This is easily the worst company I have dealt with in my life, especially the HVAC manager, Jake, who has been aggressive with me and tried to blame me for issues where they had made mistakes. Here is the ""short"" version of the story (full version ~40 pages of notes, screenshots, etc.). Please, read more than just google reviews, which are somehow inflated, and stay away from this company.
Also, just noticed while posting this, that their facebook reviews seem very sketchy. Looking back at reviews this year, all reviews January - July are negative. Then suddenly they have 15 good reviews on a single day - September 13th? At least four of them have it listed publicly that they work for Action...
* Action didn't select the correct equipment for my home when doing a full HVAC replacement.
* After signing the original contract for ~$18,000 and starting the work, they said I need to add more equipment ($330, which I later found out you can buy this part for ~$50). Also, far into the job they said they would have to cut multiple holes in my drywall to route some new wires. This was not stated up front and again, if I want it professionally fixed, would cost several hundred more dollars.
* They didn't select a heat pump that would qualify for $2,000 tax credits as I requested.
* They didn't even install what they told me they were going to install! I was told a 3.5-ton heat pump multiple times, they installed 3-ton.
* I got a second opinion after all the issues with Action. They actually did a heat load calculation on my home and indicated my house needs a 100k BTU 96% efficient furnace + 4-ton heat pump, where Action installed an 80k and 3-ton.
* There were multiple issues shortly after install where the condenser was shutting itself off and my house was 80+ degrees. This required four technician visits and repairs.
* When it was ""working"", the AC couldn't keep up with the heat and would run 12+ hours straight without cycling off. Most of the time, my house was 4-5 degrees above the setpoint because it couldn't keep up. My 19-year-old system never struggled with this, probably because it was 40% larger.
* The temperature delta between my ground floor and upstairs has significantly increased to ~5+ degrees, probably because the much smaller furnace isn't circulating as much air. Some of the vents on the ground floor have barely any air flow.
* They have a ""100% satisfaction guarantee,"" which I brought up and tried to request a refund. They said that will never happen, but I fought them on it several times trying to go up the management chain.
* At one point, one of the secretaries was supposedly talking to the manager above Jake and after holding for several minutes, she said they would go ahead and do the refund and come uninstall the equipment, which we scheduled for a few days later.
* They never showed up for the uninstall and I had arranged for the 2nd opinion company to do a new install. I obviously had to cancel - luckily they waived the late cancelation fee because of the sh*tty situation I was in.
* I called 4 times on the day of the no-show and couldn't get a hold of anyone.
* It seems every call goes to a different secretary and whenever I requested help, they would say ""someone will call you back."" And I would rarely get call backs. When finally reaching ""Jake,"" we had a heated discussion where he stated he was going to call the police on me for calling his company too often claiming I was harassing them. Over the course of 7 weeks, I had called 20 times, but I rarely got the call backs, so I had to keep calling. Also, four calls on the no-show day where I didn't even talk to anyone.
* Jake told me I need to change my lifestyle by turning the set point way up, using the lowest quality air filters, and 100% blocking all my windows (I usually block it during direct sunlight anyway).
* The only solution they offered was to install new larger equipment, but contingent upon me signing a waiver releasing Action from any and all liability/responsibility with the job. That is absolutely unreasonable on a $20,000 purchase and they already demonstrated the first install had multiple issues. As soon as I sign such a document (which they didn't even provide for me to review), they could walk away, putting me at risk of another $20,000 expense. Even so, they still proposed equipment that wouldn't fit through my attic access and didn't qualify for tax credits. When I proposed proper equipment that would fit, and even offered to pay an extra $1250 to select a system that would actually qualify for tax credits, they ended communication.
* Now the weather is getting cool and finally the heat pump couldn't keep up (again, very undersized), and so the thermostat tried to kick over to the gas furnace for alternate heat. It never started. Another install issue where they didn't hook up some ""flame sensor"" so it was turning itself off. My house was down to 59 degrees (set at 67).

Character limit reached :(