Fayette Heating & Air

Unknown U.

ZERO STARS- We joined the comfort club a couple years ago and every time they would come out they would try to sell us something and were 4 times the price of other companies. we had an inspection when selling our house, we called them to come out and look at one thing that new homeowner was wanted to get check. This turned into a total inspection of everything we had already known and then when we asked them to cut it down to exactly what the inspector wanted, we were called a liar in the email. I have never been so embarrassed and offended by a company in my life. NEVER US THEM!

Dave R.

I genuinely hate to write this because no one, and I mean absolutely no one, had been a FHAC customer longer than I had. My father was good friends with Al Melrose, the founder of the company, and I am still friends with his son Bret. I wouldn't have dreamed of letting anyone else touch my systems - spanning 4 separate houses in Lexington over 40 years. Hell, I even made a TV commercial with them! But after the buy out that all has changed, and drastically so. Service techs try to upsell at every opportunity. Commitments are no longer kept. Estimates were 25% higher than any of their competitors, and we were members of the so-called ""Comfy Club"". Employee turnover must be incredible, since we had 5 different techs assigned to our account over the past 24 months. Combine that with ""first time fix"" being non-existent, and after having seven visits in under a month on the same system, I finally pulled the proverbial plug and left.

In my opinion, without the conscience, character and integrity of the Melrose family setting the example, this company is badly lacking in any positive business traits. How very, very sad.

Jay H.

I hate that I have to write this review. I have always been pleased with the service Fayette Heating & Air has done with my home the past 17 years. But I am no longer a loyal customer and I am deeply disappointed in their service. I had a brand new AC system installed 2 years ago. The year it was installed, it wasn't cooling well. They came out and topped off the refrigerant and it worked fine that summer. Last year it wasn't cooling well and they topped off the coolant and it worked fine all summer. This year, it wasn't cooling well and they said they found a leak in the line outside and would repair it and replace the refrigerant. and charged me $1,078!!! $69 to repair the line and the rest to suck out the old refrigerant and pump in new refrigerant. Can't believe they made me pay for something they should have fixed when they installed it. Disappointing when companies don't back their work.

Timothy F.

Do NOT use this company. Last year, they were purchased by an out of town billion-dollar venture capital company and profit is the only factor---they went from a family own local business to a profit driven machine. Every visit you will be up sold--they NEW equipment won't work and if you want your NEW unit to work--you will need to pay for parts and labor for your NEW unit. It's absolutely insane. They are the most expensive in town--but I thought I was getting the best product. Please avoid my mistake.

Neville L.

We had a new air conditioning unit as well as heating unit installed in June of 2021. The the ac unit has gone out three times and the heat wouldn't come on last fall. The thermostat had been installed wrong was that was the problem that time. Now the ac is out again and our bill payment has not been received yet they won't schedule an appointment until the payment is received. I am about to tell them to remove it all and eat the remainder of the loan.

Tyler P.

Stay away fro Fayette Heating and Air!! If you want to be overcharged and deceived about the work they claim they did, then go ahead and waste your money on this company! If you have a safety float valve installed it will cost you over $350 (the part itself is about $12 and can be installed in under 30 mins) and then you need to inspect that it has been hooked up and the wires are attached, otherwise it's useless like the one they installed on my sons unit! Also have them show you what voltage the fuse is they are installing on your unit. It should be about a 3 amp fuse, not a 15 amp fuse which will cause your unit to fail And require additional repair. After over $900 worth of work, I had to call in another company. Highly recommend Superior A/C from Richmond who did a great job fixing things Fayette claimed to and finding things Fayette neglected to even check! Superior made two trips, replaced two parts, did more work and the charge was under $300 total! Stay away from Fayette Heating and Air. They are a rip off!

Rebecca V.

LONG VERSION:
I have been a customer of Fayette HVAC for years - until recently. my main floor AC went out. The technician arrived on May 23 and said my coil was leaking and needed to be replaced. My unit was just out of warranty so I called Bosch and they were kind enough to extend my warranty (parts and labor) until the end of August in order to cover this. It took Fayette a week to get around to ordering the part; meanwhile, it was some of the hottest weather we had had so far this year. I had to call Fayette multiple times to check on the part and was given the run around most of the time. Finally, the part came in and they fixed the AC on June 23.
On August 3, my AC went out again and the tech came out. He said the coil that they had just replaced was fine and not leaking but that valves were leaking now.
I was beginning to wonder if they knew what they were doing, so I called another company for a second opinion. They said the coil was leaking in several places as well as a valve.
To make a long story short, after multiple phone calls, emails, and voice mails, Fayette finally agreed to send me a check for the amount that the second company had quoted in order to fix the problem (new coil - again).
This was on August 19 when Customer Service agent Alex said I would receive the check in 5-7 business days. Guess what? It's September 1 and I have not received the check.
SHORT VERSION: Avoid this company!!!!!

Emily S.

I purchased a full HVAC system from FH&A four months ago. About two months to a month and a half ago I started to notice that my HVAC was having a hard time keeping up to my desired temp (70-72) but running around (75-76), and I chalked it up to it being too hot outside. Around this time we also started to notice a musty smell in our home. We searched high and low for this smell, cleaning inside and under appliances, even going as far as throwing out an area rug that we believed may be the culprit. I wish I would have connected the two at the time, but I did not.
Two days ago I got home from work and my HVAC system was completely out, FH&A sent someone out that evening and ""fixed"" it. During this time I was told that my condensation pump was ""too short and small"" for the unit and he stated that he would have to talk to his manager about it. The system ran throughout the night and into the next morning, but when I returned from work the following afternoon it was out again. This time FH&A couldn't send someone out until the following day, which was frustrating since I have a kid with severe asthma (who had a bad attack a week and a half ago) and 4 dogs.
With the technician coming today, something clicked and I realized that the mildew smell had to be connected to the issues with the condensation pump, so when he arrived I asked him to check the coil for mold.
When he came to talk to me about his findings, he confirmed that the condensation pump was faulty, had not been working properly for more than likely this whole time (due to the way it was improper for our specific set up/system), which was the cause of the inability for my system to keep up with my desired temperature/full HVAC outage. In addition, he showed me a picture of the mold growing right inside my duct near the coil. He told me that the only way to stop this now that it has started was to install a Air Scrubber, and that would cost me over $1500, or I could pay a monthly fee to ""join their club"" ($158/yr value) to save 20%, and it would still cost me over $1200... I asked for other options, as I am a social worker and don't have another $1200 to drop on this system, and he told me he could spray chemicals on it, ""but once it starts, it doesn't stop"" even with the application of these chemicals.
I went back inside and called FH&A to speak to Alex, their customer relations manager. I told him the situation, and frustratingly explained that because of the faulty condensation pump that their company installed, it caused an increase of condensation of in my ducts, leading to mold that now my entire family is breathing in. He told me that he didn't really have a good understanding of the systems like the technicians, nor was he or the technicians ""mold experts"" (obviously, but it doesn't take a genius to identify mold spores). I told him I would like either my ducts cleaned, or an air scrubber to rid of the mold that their carelessness caused, and he stated that ""if I think I am getting something for free that is not going to happen"", but he offered me the the same 20% off and 12 months free of the ""club membership"" (again, $158). I denied, and he did not offer any other resolution.
I am unbelievably outraged that this company charged me $8000 to replace my system, just to install something faulty and incorrectly, causing a build up of condensation in my system that lead to mold (that was specifically asked about and NOT mentioned during install of the new system). This company should be ashamed of themselves, as they have no concerns for the lasting impacts they have caused to the health and environment of my family. I will continue to utilize this company for the warranty I have on my system, but I will never refer another person to them and will be seeking further advice on how to handle this situation.

Essi Z.

STAY AWAY. We have been using this company for 6 years, they originally installed two brand new furnaces, air conditioners, and duct work to our house. We have had continual problems with them over the years, so much so that they have given us ""comfort care"" for free for two of them, as a way to appease their mistakes. Firstly the guys that service you are essentially straight out of high school, wet behind the ears, and total salesman. They will usually mess up, and when they do they will then send out the experienced associate, who is someone older and who will spend most of their time lambasting the work of the previous guy. I dont know why we stayed with this company for as long as we did, I think we assumed since they installed it, they knew the issues, that they would remedy them, but it just continually got worse. They charge you a fee to even come out, they charge you over-bloated prices to do the work, and they only tell you the prices while they are on the job site, and when you react to how expensive it is (and trust me, it will be, times three whatever you think it will be), they do one of two things, try to get you on their comfort care package to ""get a better rate"", which while it saves you some money ($150 off a $2000 dollar bill, is still a $1850 dollar bill), it also puts you on an automated plan that you cannot pay in full on (no joke) because they WANT you to forget that you are on an automated plan and continually pay them; and when you are having a moment about the price with whomever (and how you are going to pay for it) and whether or not you should be baked into their monthly payment plan for comfort care, they then use threat tactics of how they have somewhere else to be and we best decide now or they are out, totally forgetting we just paid them a service fee to be out there in the first place. Lastly if you want to talk to any manager about your experience, dont bother, they send you to a ""customer care associate""....thats when you know this company sucks, when they have to hire someone to field the angry customer calls. STAY AWAY! After six years, we are done. Totally burned our bridge. Of course, the real kicker is we now have to pay them for a 12 month monthly plan for their comfort care discount, just so we could save that $150. What a joke.

Daniel F.

SCAM ALERT.
A very nice tech came to check my HVAC system (a $90 charge). He told me I needed a new capacitor on my condenser unit and that the price was $360. I assumed they were a fair business and that was a fair price. Wow, was I wrong. It took him about 3 minutes to install it. Loosened a single screw and plugged the wires in. After he left, I googled the capacitor he installed and found the exact same unit online for EIGHT DOLLARS. I called them back immediately and asked them to come remove the part and refund my money. A smarmy man on the phone told me he couldn't do that because now the product was ""used.""
Listen, I'm not against a company making money on their service and products. But a 4,500% markup? On a piece that takes three minutes to install? That is beyond outrageous. It is indefensible, and it is unethical.
AVOID THIS BUSINESS.