All Year Cooling

July 30, 2019. I ordered a 3.5 ton Trane Heat Pump from this company. The cost was $5,200 and was supposed to include a: 1. Thermostat and; 2. 10kW Heat Strip [PRE-INSTALLED in the unit]. August 30, 2019. 30-days later the Heat Pump was finally delivered to my house [they quoted me 2-weeks]. August 31, 2019. Whilst unboxing the Heat Pump, we noticed there was no thermostat so we contacted All Year Direct & requested a statement credit. September 17, 2019. They finally credited my Credit Card $100 for the missing thermostat... it cost me $168 to get a new one. September 25, 2019. Finally managed to get a local HVAC technician to come and hook up my new $5,200 Trane heat pump. He noticed that the 10kW heat strip was NOT installed in the unit and offered to install one for $450 to include labor.

September 27, 2019. I called the company re: the missing heat strip and was told that it would take 2x weeks to deliver to me and they would supply a tracking number. They also told me that it is very simple to install the heat strip. October 01, 2019. Called the company to request an update on the tracking number. Left a message with the call desk. Never received a response. October 14, 2019. Called the company AGAIN to request an update on the tracking number. Left a message with the call desk. Never received a response. October 18, 2019. Called the company a THIRD TIME to request an update on the tracking number for the heat strip. Left a message with the call desk. Never received a response.

October 21, 2019. Called the company a FOURTH TIME to request an update on the tracking number for the heat strip. Left a message with the call desk. Was told that someone would call me back within 24-hours. Finally received a call from a manager who said a tracking number would be issued. October 23, 2019. Finally received a tracking number for my 10kW Heat Strip. October 30, 2019. Received Heat Strip via UPS… it has now been 3-months since I placed the original order on July 30, 2019. November 01, 2019. The Heat Strip DOES NOT install easily into the unit so I called the company & requested to speak with Tommy Smith, the owner. I want to ask him; “what I am supposed to do to get the heat strip installed into my $5200 Trane heat pump given that it was supposed to have been PRE-INSTALLED by the factory PRIOR TO DELIVERY?"

To make this situation whole, I am expecting All Year Cooling to cover the cost of labor to have the local HVAC company install the heat strip. In conclusion, I would NOT RECOMMEND this company at all!! When you spend $5,200+ for a product or service, you expect a certain degree of professionalism & customer service. At the very least, you should expect to receive the product you paid for. All Year Cooling will meet NONE of these expectations!! Do yourself a favor… STAY AWAY from All Year Cooling unless you want an endless series of disappointments and months of stress.

I notice my leak continued, I called back, they sent another guy to look at the unit he tells me the coils needed cleaning and the "T" trap is clogged. Ok I'm thinking this is maintenance so I asked, "Do I have to call in for another service call?" He replies yes, but continue to tell me it will be extra charges. When I called I Found out ($595) for the services, So now I'm not very happy. I tell the guy, "No. I pay for maintenance service every 6 months." He continues to tell me the maintenance I need is not part of the service contract. Isn't that some **!! Make a service contract that covers ALL maintenance.

I was really impressed with All Year. I really liked them. I live in a condo complex with an association that is a real pain in the rear end, and All Year spoke to them directly. They gave them all the paperwork that was needed, and in five minutes, the approval from the condo board was in my email. All Year is a very good and professional company. Their AC unit is working great.

When I had these problems, I called Anthony who’s the sales guy on the job. When I initially signed up for the financing, I pointed out that I was signing the wrong thing, and he assured me that we would get it right but we didn't. I then spoke to him and he said I had to speak to someone in the accounting or financing department. A young lady called me back and I explained to her the situation, and she said Anthony would be calling me but I never heard from him. Also, in the past I’ve had trouble with All Year in inspections. I used to own a house in Wellington and they put two units in the house in one year, and they never had the inspection finalized. Nonetheless, generally I’m happy with All Year. The install crews come on time and their jobs are done well for the most part. I know that if I call them, these problems can be taken care of.