Elite Air Conditioning and Plumbing

Tram-Anh H.

2 years after install, I have only a few complaints:
1) Emails quoted me for a 3-ton system, but then the quote I signed had a bait-and-switch to a 2.5-ton system.

2) Additionally, my quote included an expensive repair line for "duct work modifications", which did not seem to happen. (The proper strapping and routing of ducts was already to be included with the HVAC installation. But there were no extensions / additions of ducts to my knowledge because they all look like the same ole dusty ducts, just strapped up off the ground. Maybe I'm mistaken here, but either way, the hot room I mentioned during consultation is still hotter than the other rooms.)

Unfortunately I realized this swap and non-work many, many months after installation and didn't bother bringing it up with management since my online "signature" is on the 2.5-ton contract and because I don't even know where to begin with requesting reimbursement for the "duct work" because it was bundled with insulation. Just leaves a bad taste in my mouth, but from what I understand, the salesperson I originally worked with is no longer with the company.

3) Although technicians have seemed unhurried in answering my questions, maybe not all are great at critical thinking around my thermostat's inaccurate temperature displays. *** I have been told that the thermostat absolutely cannot be wrong in temperature readings (nevermind that it is an electronic device dependent on correct circuitry and a slew of variables other than its location). *** I've also been told that there is no way to calibrate the display temperature to match my thermometers (which turned out to be inaccurate; there is indeed a setting that the homeowner can adjust). *** The inaccurate temperature readings have nothing to do with the "Overcool" feature, but I was served a lesson on the latter anyway. It's all a little frustrating for this engineer, to say the least. If I'm to be generous, perhaps they all just wanted to mark their jobs done and couldn't be bothered to think beyond the scope of the specific task at hand (the coil change, the sealing). *** The only reasonable suggestion was that the readings are expected to be +/- 3 degrees from true temperatures. (!) (This is not the case with my other thermostat, which is always within 1 degree. I wouldn't think it would be the case with this thermostat either, but that's what the company rep said.) Also, technicians might forget to follow-up even if they say they will. Tip: Easiest to call the office to get on the list for a callback / scheduled visit.


So why the 5-star review?

I have called Elite several times this past year to check the pressure (which was low, so refrigerant was added), check the pressure again (which was low again, resulting in replacing the evaporator coil due to a refrigerant leak), and seal up air leakage on the indoor unit. I could have avoided all these calls if (1) the coil hadn't been faulty upon installation and if (2) technicians had been more thorough to begin with, eg considered diagnosing WHY the refrigerant was low at the time (I was told that perhaps it had never been the correct amount when installed), sealing everything properly after replacing the coil.

That said, the customer service end of the company is done well.
- Responsive office / call center.
- Elite has honored their 2-year labor warranty right up until the end of the 24th month without issue. Though now I'm scared of future costs if something like my evap coil is once again discovered to be leaking, and it takes more than one technician / trip to get to the proper diagnosis and solution.

I do believe that Elite has the right intentions and a respectable approach to business from an operations standpoint. They can't totally oversee the conversations had between technicians and clients, unfortunately. I don't regret recommending them to my friends. (Hopefully no more broken parts are discovered.) Just gotta read the fine print on your quote, pay attention to what work you are / are not getting sooner than later, and do a bit of your own homework!

Taryn P.

Excellent service and installation. They were SUPER fast and very professional. My partner and I have a very weird house and they were able to find a heating and cooling solution that worked perfectly for us by moving our existing mini split and adding a second one. They knew exactly what to do and worked with us every step of the way. They are definitely worth every penny!

Samantha E.

Elite had the best ratings online which is why they were the first company I called when my AC stopped working. Chris the estimator was out the next day doing a diagnostic and sent me a quote same day. W
After getting quotes from other companies, elite was the obvious choice. They were quick to schedule a day to set up my new equipment and had excellent communication. On the day of the installment of my new system, they were on time, progressional and got e wry one completed ahead of my expectations. Gary and Marcus had amazing customer service and crew and answered all my questions. I would recommend this company 10/10 times. Thank you!!

Carol A.

Great customer service from the entire staff at Elite. The evaluation/diagnostic appointment was followed by the appropriate repairs. Both were coordinated by Jennifer quickly to accommodate our schedule.
Kudos to Ryan the diagnostic tech for trouble shooting our issues! All technicians arrived as scheduled, were polite, and followed up verbally with an explanation of repairs which were completed. Summer in Austin can easily become "Too Hot" without a dependable HVAC company like Elite.

Allison M.

I highly recommend Elite Heating and Air. They are locally based and offer quality service. The office staff was nice and answered all of my questions. We were able to schedule an appointment within a week. The tech was great. He called and asked if we were ready for him to come. He then let us know when he would arrive. The tech showed up when he said he would which is important! The tech also wore a mask, which we appreciated! He explained what he was going to do, then what he did do and how things looked. I loved that he wasn't bothered by our barking dog and pet him too!! My favorite thing about Elite is that they sent us a checklist after the service. It explained what was done and the results of each thing. Our Facebook neighborhood page is always looking for recommendations. I will tell my neighbors how great Elite is!

F B.

Don't know what they're doing. Charged $757 to NOT fix my wine cellar's cooling unit. Then bid $11,757 to replace the unit. Took their description and got a bid for $3,200, but instead the second bidder replaced the compressor and it works perfectly. Charge was $1275, 89% less than Elite wanted to charge. The "Elite" experience was actually worse than described, but you get the idea.

Debra P.

Alex does a great job of selling systems. The installation crew did a great job, they were polite and wore masks the entire time. Elite's follow-up was and is lacking. I had to call multiple times about assistance with my rebate applications and to correct my quote (I had decided on a thermostat that was different in the original quote). I also had to follow up to get a receipt. Don't companies usually provide a receipt? All I had was an incorrect quote until I asked for a receipt. That was odd.

When I followed up with their office about the receipt, corrected quote and rebate application (Alex told me he would call but did not), I mentioned one bedroom was not cooling properly. I asked multiple times during installation if my duct work was satisfactory and was told it was. They even made the return larger. Afterward, one of the two bedrooms was still five degrees hotter than the other, even though they are 10 feet apart across from each other. I was told they would call the following week to send someone out to evaluate it. I told them I had specifically told Alex to check the duct work prior to installation because that room had never cooled properly. They did not call the following week, they did not call, at all.

Poor service. Poor follow-up. Poor service by not calling when they promised they would. Many companies sell Trane units. I wish I had gone with another one. If you want a new HVAC unit, I guess they're okay, but if you expect good service and follow-up, I recommend you look elsewhere.

Kirby K.

Great company! Their techs are great. They wear masks during Covid so you feel safe too. The office staff is very friendly and helpful. Antonio is a very kind and a really helpful technician. He shows and explains to you as well. I would highly recommend them! Keep being awesome y'all!

Toni R.

Alex and his team at Elite we're extremely efficient and professional installers. The system works beautifully and I stayed within my budget. I highly recommend their services.

Brenda J.

Our AC unit was only blowing hot air. Phoned elite they were here within a few hours. They evaluated the inside and outside units, saw that the wires had been cut with the weed wacker. They fixed it and now we have cool air and the price was surprisingly reasonable.
Would recommend to family and friends.
Thanks guys!!
B.J.