Superior Water & Air - SLC

N B.

Service is terrific. We have a somewhat complex hvac and water system and they have been great partners. Craig N. just fixed a steam humidifier. He was on time, courteous and very knowledgable. We would recommend to friends.

Becky S.

I called to have the guy from costco come out and test my water and tell me about the product. I was told they would be there at 10AM so I cleared my schedule and when 10 rolled around no one. So I called and he said that the sales person had a family issue that came up and that he will come in between 1030 and 1100. When I asked if they could give me a tighter answer they said 1045. So he shoulded up at 1115 and told me he was in a meeting, Tough when you can't get you story straight. they he would not tell me info on my product unless my wife was there. I have since and asked him to email me product info and it has been a couple weeks and no response. waist of my time.

Jason S.

I have called Superior Water and Air on multiple occasions now and have been nothing but happy with their work.

Water Softener:
I originally called Superior Water and Air to install a Water Softener upon a friends recommendation. I forgot the installers name at this point, but he came and quickly identified the area he needed to work, installed all of the necessary plumbing including extra plumbing that allowed me to bypass the water softener in case I ever wanted to in the future. He explained everything he did as he went along, and was very fast and good at what he did. This was probably about a year ago now and I haven't had any problems with the softener.

AC Repair:
Ever since I moved into my Condo my AC unit while technically working has not been working very well, struggling to try and keep up with the cooling and failing miserably often only keeping it a few degrees cooler inside.

My first thought was to simply have someone come out and do some regular maintenance on the AC unit thinking they would likely identify the problem during that process. I called a local AC repair company to come out and do the maintenance (not superior water and air, for some reason I just wasn't thinking of them for Air, but wish I had). When I called this local repair guy, I specifically asked to make sure they would be able to adjust coolant levels if needed suspecting this might be the cause of the problem.

Repair guy shows up, starts his ""maintenance"" which appeared to be hosing off the outside unit and checking the coolant pressure. I wasn't particularly confident that he knew what he was doing, but I knew very little about the AC and let him do his thing. His explanations of what he was doing often seemed vague and incomplete and I wasn't really able to follow what he was doing with the pressure readings. By the end of his visit he had indicated that the maintenance was done and charged me roughly $290 for the service. After paying him, he also indicated that the coolant level seemed extremely high, but that he was not able remove the coolant because he didn't have the necessary storage tank (remember I specifically asked about this when I called). He already had my money, and off he went. Needless to say it was not a very good experience, as far as I could tell he literally hosed off the outside AC unit, and checked the pressure as his maintenance and then charged me nearly $300 for that service, and wasn't prepared for the one thing I asked him to be prepared for. Now the only reason I mention this experience is so you can see how drastically different it is from both of my experiences with Superior Water and Air.

Several months down the line, I bought a new NEST thermostat to better see what is going on with my AC unit. I mentioned my previous AC repair experience to my brother in law who asked why I didn't simply call Superior (Duh, I should have, I just was associating them with Water, not Air at the time). So I decided I would track my energy usage through my new NEST thermostat for a while to help get a pattern of usage, then call Superior to come out and repair the AC Unit and see what the difference was with the before and after...

https://dl.dropboxusercontent.com/u/1611684/CompiledTemp.png

Here is the data usage I tracked with the NEST. As you can see it starts out pretty erratic going anywhere from around 8 hours a day for really cool days where the AC unit just didn't have to run much all the way up to 24 hours a day when we reached up to 97 degrees. So the energy usage was all over the board, and even when it ran for 24 hours straight it just couldn't ever keep up with the heat. So the AC unit always ran, but it was still always hot.

On the 22nd Dave Barlow with Superior came out to diagnose my problem. It was night and day from my last experience with a different company. He was very knowledgeable about what he was doing, was able to explain everything he was doing to me enough that I could follow along with his diagnostic process. He was able to point out exactly where in the line he thought the problem was, and was able to explain why the previous technician incorrectly diagnosed the problem. He turned the compressor off over the weekend and returned on the 25th with the necessary parts to repair the AC.

He cut the pipe exactly where he predicted the problem would be and we were a bit shocked at what we found...

https://dl.dropboxusercontent.com/u/1611684/ACJunk.JPG

When the AC unit was originally installed they let solder get inside the coolant line, which ultimately caused a blockage preventing the AC unit from being able to function correctly. And all this solder had collected at exactly the spot Dave had identified as the problem area.

Cost was $394 for the repair, which was more than the $290 of the previous company, but the previous company would have had to come out a second time, and still would not have fixed the problem.

Steve V.

I set an appointment with them at Costco. The rep said he would have somebody at my house between 3-5 on Wednesday. I took time off work to accommodate the appointment. Sat at my house for 2 hours and the did not show up. I called them to see if they were coming and she said since I did not answer my phone at my house (I couldn't because I was at work) to confirm the appointment they weren't coming because they get ""shined""so much. So their answer was to shine me. WE HAD AN APPOINTMENT!!! They said they would have a sales rep call me to set something else up and I have yet to hear from them.

Kevin F.

Had a problem with my water softener so I took it apart found what the issues were with it. I took the parts that needed replaced to Superior and they gladly helped me out with getting the right replacement parts. The service manager even replaced a bad seat in the valve head for me then charged me full retail price for all the parts $136 to be exact.
When I purchased my water softener I was handed a warranty certificate which states the workmanship and materials is covered by a lifetime warranty. Parts are covered with a $50 deductible and labor, trip charges or anything else that incurs cost is not covered. With that said, I asked them about the $50 for parts and the service manager tells me he would have to look at it to determine if there was a workmanship issue. Well, workmanship is not the issue it is the materials part of the warranty. I had the parts in one hand and they loaded me up with the replacement parts they said I needed in the other. There is nothing in the warranty that states a service call is required.
Bottom line is they didn't honor their warranty.

Tony R.

They're definitely not the cheapest in town. They wanted to charge me nearly $6000 for a tankless water heater installation. The water heater itself costs well under $2000 online, so they're charging over $4000 for the installation? Even with parts, that's got to be over $300 per hour... no thanks.

Coyote M.

These guys did a fantastic job! From the bid, to the install... they were simply professional, and my new water softener is stellar! Thanks to Rob and his whole team!

Shaunna M.

I hired Superior Water and Air to install a tankless water heater and new water softener in December 2010. Their incorrect installation damaged the structure of my home. They refuse to correct the damage. They ignore phone calls and emails. I filed with the Better Business Bureau last month. They did not respond to the complaint, so the BBB sent them a second notice. They have not responded as of this writing. Below is a synopsis of my complaint to the BBB.

In December 2010 Superior Water & Air installed a tankless water heater and a new water softener. Only one person was sent to do the entire installation. He drilled holes in my existing beam next to a weight-bearing wall and about 1/2 inch from the bottom of the beam. This resulted in weakening the structural integrity of my house. After failing Orem City inspection twice they got an engineer to say ""although reduced in strength, the joists still meet minimum requirements for this span."" It took several phone calls, and almost a year, to finally get a copy of the letter from the engineer. I was never able to get a copy of the calculations by the engineer to find out how much the strength of the joists was reduced. I am NOT willing to accept a weakened structure of my house, or the resulting lower value of my house. I have been too patient. I want my house fixed completely so it is just as strong as it was before Superior Water and Air damaged it.

Since they have not responded to the BBB I am preparing to file a lawsuit against Superior Water and Air.

Alana T.

I called and scheduled for them to clean my air ducts. They told me they would be at my home between 11 a.m. and 1 p.m. They never showed. I called and talked with the receptionist. She said she would have them give me a call. They did not call until the next day. I rescheduled with them. Again they did not show up, or even call to say they would not be coming. I called and the man said it would be easier for them since I lived so far up north for them to come up when they had another appointment in my area. I understood and agreed. So I rescheduled and AGAIN they did not show up. No phone calls. NOTHING! They are the worst. From the first time I called to the last time they stood me up was a total of a month. So for a month when the weather was cold, my husband out of state for work, with a baby at home, we had a cold house because I could not turn on my heater due to a birds nest and dead mice in the air duct. DON'T USE SUPERIOR WATER AND AIR FOR AIR DUCT CLEANING!

Mikkel R.

I talked to the Costco associate about getting a tankless water heater, because I know about all of the benefits. They sent a guy over, and he looked at my current water heater. So he opened his book after that to give his presentation, and he asked me repeatedly if they had given me a price range. They never do. I actually pushed the Costco associates, and they just said they'd have to send a guy out.

So knowing this, and I said I hadn't gotten other price quotes yet, because I thought that Costco would be the best place to start, he told me that tankless water heating systems cost $6000 at a discounted rate! To explain this price, he then told me that a tankless water heater costs $3000.

They advertise Rinnais in the Costco I go to, and that is one of the nicer brands. However, apparently he thought that I had no idea what it could or should cost, because that's a blatant lie that even I would recognize. The more expensive Rinnais cost about $1000 to $1200. However, some can be found for as little as about $500 to $700, brand new. Chances are if they're buying in bulk or regularly, they're getting discounts that the regular customer like me is not privy to, and going through Costco is supposed to mean that you get a better price.

I have since talked to several other companies, all of whom have told me that the price starts around $1800 to $2000, and then it goes up depending on what kind of water heater you want, how much wiring they have to do, etc. I had a Home Depot guy on the phone who consequently told me they scheduled using Superior, tell me that this guy was ridiculous. He said that they were probably trying to discourage me, because maybe they were busy or something. He knew the price range as a Home Depot customer service agent.

I'll admit, I called his bluff, and I didn't do it in the nicest way. I cut off the appointment right there and told him that most sources had told me it would be around $3000, and I knew for a fact that Rinnai's, the brand they sell, don't cost nearly that much. If they were just higher cost than any other company, that's business. I would really appreciate it if they at least didn't insult my intelligence so blatantly.