Fras-Air/General Service Experts

Carol H.

Jason is very competent, knowledgeable and friendly.
He delivered a needed part for my system. He thoroughly explained answers to my questions.

Chris S.

Incredibly unreliable and unprofessional company. The technician never showed up to the appointment, never provided any notice, and when I called back they provided no remedy other than to reschedule several days later. Avoid Fras-Air.

Lyubov U.

Writing this review beyond upset!
I have been their customer since 2011 and had nothing but great things to say about the company up until this week. My neighbor happened to bring back an envelope that for some reason was placed into her mailbox that contained my maintenance contract renewal form that I had mailed back to Service Experts a little while back.
The form had originally come in a few weeks ago with a letter advising me that I needed to renew my maintenance agreement, and while the Platinum coverage I used to have was no longer being offered, suggesting the Maintenance Plus service agreement instead. There were absolutely no due dates mentioned whatsoever in either letter or form. However, I completed, signed and mailed the form back.
For unknown reasons, the USPS bounced it back and accidentally dropped it into my neighbor's mailbox. When she brought it over, I immediately called 908-526-1155 explaining the situation and asking if I could just pay over the phone and renew it that way.
A lady who answered the phone was clearly not interested in speaking with me at all. She verbatim told me ""since you let your contract expire on July 9th, we no longer can renew it.""
I was stunned!
First of all, even if I had done so, this is not the way to talk to a customer, and especially a loyal one of 12 years!
Secondly, I had no idea that ANY dates or timelines were involved as such were not indicated in either letter or form!
Lastly, she did not even offer any remedies or alternative actions to be taken. I literally asked her ""So what are you saying? Should I look for another company to do my maintenance?"" She said ""no"" and stopped at that, again, not offering any further information.
I was so confused and in disbelief of what was happening that, in order to find a solution of some sort, I then asked to speak to their operations team's manager. He had recently introduced himself to me and told me to call if I ever had any problems. She put me on hold, came back and said that he was busy and told her to tell me that he will call me back tomorrow. (That callback never happened by the way).
I then wrote a detailed email and sent it to frasair@serviceexperts.com and
customercare@serviceexperts.com and again received absolutely no response.
I am really upset at such treatment, I do not know what happened to this company. Their customer service used to be absolutely stellar, they truly cared about their customers, I can attest to that through personal experiences. Because of those I recommended Fras-Air to friends and neighbors and sent new customers to them over the years more times than I can count. However, today I felt like my business was no longer wanted or cared about at all and my loyalty of 12 years means absolutely nothing to them. I find it absolutely absurd and surreal that they expect consumers to have to beg and find creative ways to sign a maintenance contract with an HVAC company. I will clearly have to take my business elsewhere going forward.

Jack C.

It is very rare anymore that service personnel leave a positive experience with me, well yesterday, Marico Robinson accomplished what few service personnel have ever been unable to do. Mr. Robnson was totally professional, very interactive, and customer focus in that he went over and above what we requested as far as requested required service. Mr. Robinson is a definite asset to Fras-Aire!

Suzanne L.

As part of my maintenance contract with Fras Air, I recently had my heating system serviced by Technician Joe C.. He was very professional, extremely thorough, and carefully explained everything that he had done.

Vanessa R.

To lose heat over the weekend is never good timing for a homeowner. The weather is getting colder - especially at night. Thank you Will Ward, FIELD SUPERVISOR at Fras-Air for calling me back immediately and coming over today ON A SUNDAY to diagnose and repair the problem. You went the extra mile and deserve the recognition in doing so . Thank you!

Steven W.

Had an appointment scheduled 3 weeks in advance which I found out they cancelled (on the day they were meant to come) only after I called to see what time to expect them. Really disappointing

William G.

I called a week in advance for an appointment for a quote on a new air conditioner. I was given a time widow of 4 hours and the sales person called much later an said he was 40 minutes away. I cancelled the appointment. I have been a customer for over 20 years and this is the way they treat old customers.

Michael F.

I called company to fix air conditioner. They could not fix it ( or did not want to). Finally they charged me $195 for visit and troubleshooting and did nothing. Terrible service.

Nick M.

DO NOT USE, A MAJOR RIPOFF.

Called them when my AC broke during the heatwave. Took them a couple of days to get to my house which is fine. 2 guys come in, one is a trainer and the other was a trainee. They check the AC and first thing is there is a leak and we cannot repair. He then calls his SALES buddy who comes in 5 minutes (so they were tag teaming). The guys checks the size of the unit etc. and gives me 3 estimates, good, better, best, $10.5K, $11.5K, 12,5K. They don't want to talk repair. This is for a 2.5 ton AC unit. I pay them their $106 fee and send them packing.

I found another guy who came in and fixed the leak for $600. How can you justify the price difference.

So in short, NEVER EVER EVER use them for anything. I see there are people with good reviews but maybe they never did price shopping.

DO NOT USE, A MAJOR RIPOFF.
Service: Repair AC