Cotti-Johnson

A few tips for anyone booking or working with this company on a new HVAC install: (3 Stars for Average not poor)

1. Don’t rely on the salesperson.
The salesperson will promise you everything you want to hear, but once the contract is signed, they’ll disappear. If they make promises about where vents, intake vents, or outdoor units will be placed, make sure to get those details in writing before you sign your contract. We were told exactly where the units and wires would run so they wouldn’t be visible from the front of the house, but during installation, we were informed those plans weren’t possible. When we pointed out what the salesperson had told us, we were told, “They don’t really know because they’re not engineers or installers.”

2. Be prepared for potential post-installation issues.
We had two systems installed, and shortly after, they weren’t running efficiently due to a coolant leak (which they fixed). Then we got a thermostat error; at first, we were told it was because they had installed the thermostat in the wrong location. That turned out to be another coolant leak. Later, the AC stopped working properly again. During inspection, they found yet another coolant leak caused by poor welding around some piping (the employee told me it was a bad weld job)—again, part of their installation work. I’ve tried repeatedly to contact our main point of contact for the system, but he’s never in the office and doesn’t respond to calls or texts quickly and has not responded to my last request several weeks ago. Given all these issues in the first year, and with the warranty set to expire soon, I’m now trying to get the warranty extended beyond one year at least for coolant leaks.

3. Overall experience.
This isn’t a bad company—they responded when we had leaks and took care of the issues —but you have to be persistent. Their follow-up is poor, and once you sign the contract, the level of service and professionalism noticeably drops.

EDITED: after spending $20,000, we are still having issues. Their customer service needs a lot of work. Not happy at all.
*We are having an intermittent problem and AJ is helping us expertly! Not ready to put in a whole new system so we’re feeling confident in what is being done. Very professional.

I met with one of their sales representatives, Eric, yesterday. My 25 year old central A/C system decided enough was enough. Eric arrived promptly and took the time to thoroughly examine the equipment I had, answered my many questions regarding options, rebates, how financing would work and gave me a realistic time frame for install should I want to move forward. There was no pressure. Considering all these hvac companies are flat out stressed with so many calls, I did not feel rushed or slighted in the least. I greatly appreciated that. His office staff was equally pleasurable to deal with, kind and courteous-something this world GREATLY needs.