All reviews for Fuse Hawai'i

We had the boys at Fuse Hawaii install 6 industrial sized hvac on our farm. They have been more than accommodating with our schedule and conditions! Love the work ethic of the technicians. Will continue using their service for any expansions on the farm. Highly recommended

I had the initial diagnosis of a control module (ICM) problem for my split AC. I agreed to the service estimate for replacement of ICM and also asked that the initial diagnostic fee be added to service. Their policy was not to deduct diagnostic fee from a service estimate under $1K but they accommodated my request.
I paid half the estimated service invoice including part cost. When the technician installed the ICM, it did not correct the problem. After more additional diagnosis the problem was determined to be with the compressor. He reinstalled the original board and I declined any service for the compressor.
The technician was very professional and suggested I pursue refund of payment of service since it was a mis-diagnosis of the problem.
It took a couple of calls to Fuse before receiving full refund of the service call.

The tech was nice, but after he left it started leaking from a different area. I would like to have the new leak fixed

This would be the second re-visit since our first maintenance and diagnostic attempt (3 visits total). I had them first come out at the ending of may to do a maintenance and diagnostic since our unit was leaking water. After the first visit the ac unit was working just fine but after a week the unit started leaking again. Called them back out and the issue seemed to be resolved. Jump forward a month and the issue has returned. They came back out two days ago. The tech cleaned the unit and advised it was clogged again. He advised it may leak a bit for a day then it should be good it’s been a few days. Now the issue seems worse than when they came back out. I will be calling them again. I think what also makes this worse is the language barrier between who I’m talking to on the phone when I call and the techs they send out. I pointed out where exactly the leak was coming from but the past two times they came back out they said the issue is that the drain pipe is clogged. We’ll see if the fourth visit is the final visit to getting this issue resolved. Also the customer service agents seem a bit rude and I’ve only been pleasant with them over the phone anyone else in this situation I could imagine would be very upset. I think the only thing they have going for them at this point is they haven’t charged me for coming back out but I would like them to fix the issue instead of wasting both of our times.

Update: After leaving my initial review, the company reached out and came by to fix the issue. Both air conditioning units are now working properly. I appreciate that they eventually followed through and resolved the problem. While the initial experience was very frustrating—especially being without AC for several days with a newborn—I’m glad the company ultimately made things right.

We called this company for a diagnostic on our two air conditioning units, both of which were working at the time. After performing a pressure test and failing to find a leak, the technicians told us we would need to replace the entire compressor. They left without giving us any explanation of what was actually performed, left both units turned off, and didn’t even bother putting the fuses back in.

When we reconnected the fuses ourselves to try and use the AC, both units were suddenly inoperable—cutting off on their own and displaying error codes that had never appeared before. All we asked was to please have our units returned to the way they were, since they were at least operable before the company touched them.

Michael the manager eventually called us, acted as if the company was highly reputable, and assured us they would take care of the problem. They sent another technician, but he was unable to fix the issue, gave us no explanation of what went wrong, and told us to call Michael again if we were still having problems. Since then, we’ve called and left multiple voicemails, but we have not heard anything back, the units were damaged during the pressure test and now the company is ghosting us.

Meanwhile, we have been without air conditioning for several days in Kapolei, Hawaii, in the middle of the heat—with a newborn in the house. This situation is completely unacceptable. We are still waiting for a response, but the silence and lack of accountability speak volumes.

How is it acceptable that we called for a simple diagnostic on two working AC units and were left with completely nonfunctional systems, vague recommendations to replace an expensive, and no communication since? We haven’t even received an estimate of what it would cost to get the problem fixed.

This company’s handling of our situation has been irresponsible, unprofessional, and flat-out negligent. If you value your comfort and your family’s well-being, look elsewhere.

Was happy with how quickly I was able to schedule an appointment and the techs did show up on time but from there everything was pretty disappointing. Was told our unit needed a new part and they would be getting an estimate to me. I had to follow up 4 days later asking for the estimate to which they changed the "needs a new part" to needs a deep cleaning instead. Seemed suspicious to assess as broken to now cleaning. I asked for that cleaning quote. Followed up again 4 days later after no response and still have yet to receive an answer. Won't be using or recommending them to anyone.

This was the worst business I have ever had to personally deal with. After initially sending out a tech quickly for diagnostics to figure out what was wrong with my A/C it all went downhill from there. The tech said he couldn’t personally replace the safety switch and they would have to send someone else out. They waited a full week to get an estimate back to me and to schedule another tech to come out which took another 2 weeks. After 3 weeks with no A/C in Hawaii summer while being 9 months pregnant, the tech to fix it finally showed up to just inform me that he wasn’t familiar with my type of A/C unit and didn’t know how to fix it. When I called the office to inform them of this they told me that it was a dispatch issue and they would send the proper tech back next week for repair. When I explained the situation they agreed to send the original tech back to my place at 5pm that day to make the repairs. (The repairs that he allegedly didn’t know how to make 3 weeks prior.) At 4:30 I received a phone call from them saying the tech wasn’t going to be able to make it at 5. After explaining the situation to the office, they called him and now he was going to be able to come. Once he talked to my security desk downstairs to check in upon arrival, he informed his office they wouldn’t let him upstairs so he tried to leave. My security desk was only asking him what unit he wanted to go to. He tried to get out of completing this job for the 4th time. After finally arriving, an hour later the job was “complete”. He didn’t have the one part that needed to be changed out ready, and I highly doubt that he actually conducted a full cleaning of my A/C unit in that amount of time. Please save your money and time and go with literally any other A/C repair company.

Disappointed and would not recommend

I hired Fuse Hawai‘i to fix a problem with my new AC unit. They charged me for a maintenance visit, claiming it resolved the issue. Now, just four months later, the same exact problem has returned—and they’re telling me I need maintenance every 3–4 months to prevent this from happening. I’ve owned AC units for years and have never heard of needing service that frequently, especially on a new system. It honestly makes me question whether the original service was done properly at all.

What’s worse, they now want to charge $150 just to diagnose the same issue they supposedly fixed. In my opinion, a reputable company would have offered a courtesy follow-up considering how little time has passed.

Bottom line: I don’t recommend Fuse Hawai‘i. I expected better service and accountability, especially from a company that claims to stand behind their work.