National Heating and Air Conditioning

Going on 3 years of using Nelson Comfort as my preventive maintenance service provider for my HVAC systems and I am totally satisfied with their performance. Scheduling semi annual inspections/cleaning/tune-ups of the systems that meet my needs is very easy and carefree. The service techs are always on time, polite, professional and answer any questions I have regarding the operation and condition of my equipment. I receive recommendations and timely estimates for any repairs or upgrades that are suggested to maintain the health and efficiency of my equipment. Prior to entering into the yearly maintenance agreement with Nelson Comfort, I had a local service provider for 25+ years but had issues the last 3-4 years with scheduling, repairs, and upgrade of my systems. The end of our relationship came when I couldn't get the Service Manager or President of the company to return my phone calls when I experienced issues with their service. To date, I have not had a need to speak with anyone at Nelson Comfort other than the schedulers or service techs and I am happy to report that I have not experienced any system failures throughout the heating/cooling seasons, nor have I had any major component fail due to their exceptional comprehensive preventive maintenance program.

Excellent service from start to finish. The staff is prompt, courteous, and professional. Tyler, a very kind man, is a great ambassador for Nelson Comfort. He clearly explains any repairs needed. He is efficient and professional. 5 stars!

Let me start off by saying the Nelson Comfort / National Heating and Air Conditioning Co. Technicians were very friendly. After 1 year of living with the system they suggested & installed and the 7 follow up visits to correct installation issues, I wouldn't recommend their service. As I can only compare my new system to my old system, my new system is more energy efficient, but its outdoor component is louder and can be heard when inside. I now also have areas inside which have hot or stale air, which was not an issue with my previous system.

I experienced questionable tactics, which includes the installation of a differing component (thermostat) then my accepted quote, which is a lower quality/price point, without any notification or adjustment. As multiple Nelson Comfort / National Heating and Air Conditioning Co. Technicians visiting my residence multiple times corrected one issue after another, I researched the system they suggested and installed. It appears in my situation they didn’t follow HVAC industry or Manufacturer best practices, which includes the installation of a new line-set with new systems and or may not have had working knowledge of Lennox International systems. In my situation, reviewing the Manufacturer's Installation instructions, my existing line-set was undersized, which I believe may have limited my system's cooling effect. This then caused an additional expense, which I believe should have been included in the original quote. As my system malfunctioned in late June 2022, without any prior issue, I was relying on Nelson Comfort / National Heating and Air Conditioning Co. to provide service in a timely, accurate and trustworthy manner. With my last issue (June 2023), I had to reach out to Lennox International for assistance as a previous Nelson Comfort / National Heating and Air Conditioning Co. Technician had made an incorrect adjustment, causing my system to not fully operate and another Nelson Comfort / National Heating and Air Conditioning Co. Technician did not have knowledge to investigate or correct the issue.

I was also disheartened to learn that the 0% Interest financing they offered entailed a $1500 finance charge, which was not disclosed by the Sales Representative. As I didn’t need financing and could have paid out of pocket, learning of a finance fee added to the frustration I experienced with Nelson Comfort / National Heating and Air Conditioning Co.. This fee was only noticed when reviewing my online statement, which included a breakdown, which I would believe would not have been accessible until after services were rendered.

With all these issues and visits, I received no additional follow up or apology from Nelson Comfort / National Heating and Air Conditioning Co. Staff. My only communication with Management was when I called in and requested they call me back, which only resulted in another Technician returning to investigate one of the many issues.

I look forward to Nelson Comfort / National Heating and Air Conditioning Co. reaching out to me directly to address my concerns, which I will then provide an update to my review.

9/20/23 - Update
The company contacted me and had the Lennox Field Rep. come out to verify the system was functioning as designed. I have given up on this company and will be contacting another HVAC to further investigate my concerns. While not always occurring, whenever the AC turns on a loud jolt/bang is heard throughout the house, which I would have to now believe is related to how the lineset enters the house. Outside the lineset is separated by at least 2 inches with mortar separating the lines. Inside the house the lineset enters together, and slightly twisted together. My outside walls are two layers of masonry brick/block, so I would have to believe the lineset is moving with the initial startup pressure and making contact with the masonry.
Greg R.