Falcon Heating, Air Conditioning & Plumbing

Boots P.

I'm beginning to believe that the antics of Falcon Heating & Air are criminal at best. I closed on a brand new home recently and Falcon installed what should have been a brand new air conditioning system and furnace. Now I'm not too certain I received a brand new anything. I waken this morning to 86 degrees in my bedroom and have slept in these conditions for 4 nights. Why you might ask? Well my brand new system is now in need of a part (3-5) business days I was told.

For all of my followers what would you?

Chris D.

Please note, I've edited this review as my experience with Falcon has evolved over the past few days.

I own a new home that I purchased in January 2015. From Day 1, the HVAC system has been a sore spot for me. In my opinion, someone made a decision (either Falcon or the builder) not to install a damper on the downstairs unit (both the builder and Falcon say they aren't sure why it wasn't installed). Essentially, without a damper downstairs it makes it extremely difficult to control the temperature on the first level of the home. So, in the summer many times you have to actually open a window to keep from freezing and in the winter you have to open a window to keep from roasting. Please note, this is with us keeping the thermostat on the second level around 75 in the summer and 72 - 74 in the winter - so it's not like we are keeping it set at unreasonable temperatures. I'm told by another HVAC company that I use at a rental home I own that this decision probably saved someone $500 or less but will cost me quite a bit of money to correct after the fact. With that being said, my review of Falcon isn't related to this issue because I can't say who made the decision not to install a damper downstairs. I feel strongly that a damper should have been installed downstairs, but can I honestly blame anyone with any degree of certainty? No.

Before I get into the main thrust of my review, I must say that the people at Falcon are all generally very polite, professional, and nice - especially the technicians they send out. Let's face it, dealing with customers that aren't always the nicest can be tough and they should be commended for being able to maintain a good attitude.

With that said and the issue noted above aside, I've had issues with the upstairs HVAC system from the beginning. First there were the dampers that neither I nor the first technician they sent out could locate. Then, there were problems with the programmable thermostat not working properly. A few months after that (while the unit was still under warranty) there was the major problem with the outside unit running and running and running without any air coming out inside. At first, the issue was not properly diagnosed (and perhaps that's partly my fault if I didn't explain things clearly enough to Falcon), but a second set of eyes figured out that the problem was that the fan motor was working only intermittently. (Please note: It should go without saying that Falcon didn't manufacture the fan motor or HVAC system. So, the fan motor breaking was not their fault in any way. This review is not of the HVAC system itself, but of Falcon's service and follow-up.) By this time, my warranty had expired and it took some back and forth with Falcon to get things resolved. However, I'm satisfied with the resolution that we reached and feel that they treated me fairly and respectfully. I don't know what else you can ask for in any vendor/business.

Sorry for the long review, but I wanted to provide an honest, up to date review of my overall experience.

Badal S.

Falcon incorrectly installed the 2 units for my home. The issue was that the 2 units had only 3-4 inches between them and manufacturer suggested distance was suppose to be atleast 24 inches. After months of negotiations with Falcon & Builder they agreed to move the units as per manufacturer's recommendation. While doing that work they left a small leak at the coupling joint. Due to Emergency heat on the heat pump the issue the heater continued to work in winter.

When I turned on the unit 3 days back the AC wont turn on. I asked couple of companies to come and check and they informed me that there was no refrigerant in the system and found a leak that Falcon had joined the line sets. After calling Falcon and explaining them the issue thoroughly they flatly denied taking any responsibility of the issue but started asking for money to come and check it. I am more than happy for them to come and check it but if it is indeed their mistake then I would expect that they demonstrate professionalism and take care of the issue. If they prove that the issue is not caused due to their installation then I would be more than happy to pay for it. But talking to Mike in the Falcon, he flatly refused being realist that they could have messed up and should do the right thing for their customers

Matt C.

In all fairness, Falcon did agree to waive the charge for the emergency service rate, but only after making the service call and confirming the issue was a faulty part. They also claim the tech that caused the issue is no longer with the company.

My intention was not to harm Falcon's reputation as a business, and I stand corrected in my original claims. While I am not thrilled with the service that has been provided, I do agree that faulty parts and one bad employee do not warrant my negative review. In addition, Mike has done his part to try and rectify the situation from a customer service standpoint.

Bryan P.

Air conditioning condenser and inside coils kept freezing this summer. The first tech that came out was very nice but misdiagnosed the problem. Falcon ordered what they thought were the parts needed to correct the problem but after more than two weeks the parts had not arrived. I actually suspect they forgot to order the parts. They sent out a second tech after repeated calls and he quickly discovered that there was a refrigerant leak at the condenser and made the repair. The service dept has poor communication skills and overall it took them nearly three weeks to correct a simple problem. Falcon is expensive and I would not recommend them for any HVAC service.

Mike M.

Called Falcon HvAC to come out and check our AC that was not working after the summer. Out of 3 companies that I called they were the most professional and most honest. One company wanted me to replace my unit while Falcon found a leak and fixed it same day.

Will use again and can only recommend.

Hk K.

Just had a maintenance check done for the heating. Ron was very informative and seemed very thorough while checking the unit. He took his time to ensure all the pieces were working and took the time to explain and answer my questions.

Cliff S.

I recently moved into a brand new Toll Brothers estate home. my heating and AC unit was malfunctioning and the service provider for Toll brothers is Falcon. They came out pretty quickly (two days) and surmised that this brand new Carrier Heat Pump had a coil problem. They had to order the coil. ten days later, yes ten days- they returned to the house with the new coil and discovered it had been damaged in shipment - why they couldn't check the status at their warehouse I have no idea. I called the next day to find out when I could expect the, to return and repair m,y unit as I had guests coming for Christmas and the weather was expected to be cold. They told me they would call me back that day after they heard from Carrier about the replacement and expected expedited delivery. This was on December 20. They told me I could use my emergency heat but when I asked if they would pay the electric bill for it they said nothing else except they would call me back that day. The next I heard from them was on January 2, today. Over 12 days later. They claimed they were waiting for the part.


I would recommend that Toll brothers find another HVAC company because these guys are horrible. I would recommend anyone else looking for HVAC service find a company that actually communicates with its customers and treats them as if they were repairing their own HVAC units.

E G.

I have never received such bad customer service. The first time I gave Falcon the benefit of doubt. Today's experience was ridiculous!

We moved into our brand new house Sept. 2011 and have yet to experience good customer service with Falcon. Needless to say I wish Toll Brothers had used another company. It's hard to entertain family without heat and it's hard to work in your office with frozen feet due to no heat.

On Nov. 12th called service to schedule an appointment, was given Nov. 23rd with a window of 7a-12pm. Five minutes later received a call back from their service department saying we can't service you on the 23rd because your one-year warranty has expired (mind you I told the lady on the phone our settlement date). Was then told the next available day for non-warranty service would be Dec. 11th 7a-12p because they are booked solid. Needless to say I was not happy about having to freeze for another three weeks, but since they installed the unit though it would be best for them to service it.

Appointment Day.....Dec. 11th 7a-12p

At 9:00p call to check the ETA of the service person (since I didn't want to waste a full day of leave from work), was informed that our appointment had been cancelled. Needless to say I was steaming.....the reason given was because our warranty was cancelled because someone else had come in after them and changed the thermostats. Well we had already been through this with Falcon months before. That someone that Falcon was referring to was the builder to whom they worked for. I was then rudely told I had to contact the builder.
I reached out the builder who apologize for Falcon's ignorance and the builder is taking care of the problem.

Clearly Falcon needs to train their staff and know the facts before given the customer incorrect information to the customer and the importance of customer service. I will NEVER CALL FALCON AGAIN and recommend you do the same.

Duane B.

We bought a new home with Falcon being the original installers. The system worked fine but in the Summer we noticed that the system needed some adjustments(some areas too hot some too cold). They sent someone out to adjust the dampers but, after a few days we noticed that the adjustments just reversed the problem(some areas too cold now and some too hot). I called back and the lady on the phone basically was extremely rude and called us liars and that we need to pay an additional fee if they have to come out again. Well, if you don't do the job right the first time when you install something, or the second time when people notice, don't be rude to them and not fix the problem people!