Royal Air
Reviews and Complaints

My AC stopped blowing, I called Royal air to check the issue on Wednesday but didn't have anyone available to come until Monday and they had to charge me the $75 fee up front the day I reported it. the tech came over 5 days later and said that the blower motor was bad and would replace it for $750 but he recommended I replace the entire furnace along with the blower since it was old. His sales man was at my house a couple of hours later selling me 2 new furnace units for $5200. I told him I had someone else coming by the next day to give me a second quote to replace the furnace so I would wait a day. The next day the other company shows up and tells me that the problem is the $40 capacitor, not the blower. He diagnosed and fixed the issue in 15 minutes. I had to pay royal air $75 for the tech to come by and mis-diagnose. I had to buy 3 window units ($700) to hold us up until the tech showed up because it was going to take 5 days. they were going to charge me $5200 to fix a $40 problem. Checking if a capacitor is bad is as easy as checking if a battery is bad or not. here is the $5200 capacitor. do not use Royal air of Houston or you will royally pay

I purchased a brand new system from Royal Air and It broke down the next day after installation. In 2 years I have made 6 service calls for a failed BRAND NEW system outside of regularly scheduled annual maintenance. The most recent failure has left me without air for 2 weeks now and counting. Royal air cancelled their service call twice before coming out this week and could not fix the system because as usual they don't carry the repair parts on their truck., which has resulted in yet another rescheduling. I SPECIFICALLY told customer service to put in the notes "Make sure the technician has a compressor and capacitor for the upstairs unit on the truck when they come to my house, JUST IN CASE". Do they listen? Noooooooooo. Then what happens? the second (New Unit) downstairs fails today, so now I have no air upstairs or downstairs. I make another phone call today so they can come "look at" the second unit and they had the nerve to tell my wife that they have to charge me a $75 up front service fee to come out and look at the downstairs unit. Why you ask? Because customers have cancelled on them last minute...( NOT APPLICABLE TO ME) Check my history, I have never cancelled a service call, BUT WAIT you did cancel MY service call TWICE last week, so that means you owe me $150 right?

June . A Royal Air Technician came out to my house on a normal call thought our Home Warranty. Not the first time for Royal Air, and we had no problems with them as a repair company. He suggested that our system was running at the top limits of normal electric power, and it wouldn't get better. OK, so we spoke to their sales. Sales made statements and promises, and wrote a contract for two new units, up and down. I didn't notice some things missing on the contract, my fault. The installers came, then left. The unit didn't really work well, and I called them. and they came out and did some little things. No good. This went on for another month, with minimal results. June I called and asked they send someone out as I was worried a Duct had been disconnected. Tech came out, but couldn't wiggle into the spaces. Another tech came out and said some ducts were hooked to the wrong unit. Marked those ducts. The installer came back out and found the thermostats for up and down were crossed. He fixed that, but moved the wrong duct. Now I have two duct problems. Royal Air has been reluctant to fix this issue. It has been a year. The sales made promised that were not written on the contract, so promises are no good. They are unwilling to fix the initial problems and I have lost hope that this company will ever stand behind it's work.

Buyer beware--check all products when installed to make sure they match what you purchased, even if that means googling equipment part numbers. I purchase both a 2.5 ton and 3.0 ton unit from Royal in September , both the outdoor unit and evaporator coils. Not only did they attempt to get away with installing outdoor units from 2010 with a seer rating of only 13 (which by the way was not legal at the time; luckily they replaced these immdiately), but almost 3 years later when I went to sell the house where they had installed the systems, it was uncovered they also installed evaporator coils that were way too big for the two outdoor units. An independent house inspector, plus two 3rd party a/c companies confirmed the evaporator coils installed were incorrect and would like damage the life of the equipment. I contacted Royal to try and work with them on a resolution but after they came to take pictures, and I called them 4 times trying to find a reasonable solution they ghosted me. Now $1,700 later to another honest a/c company the situation has been resolved. However, Royal should have never put me in this position as they should have installed what they sold me and what was documented on the sales receipt. Maybe because I was a single female they thought they could pass of old, inaccurate equipment, but regardless check the equipment! A complaint will also be filed with the state regarding this company.

My reveiw is in line with many others. Complete scam artists. We have one unit for our 2 story home. We had a complete brand new system put in about 18 months ago and it is completely broke now and leaking condensation all over my stairs from the furnace. It is July, Texas heat. They were supposed to come out to do our service call and no called no showed TWICE. The third time, they called and rescheduled on us for several weeks out. In the mean time now my unit is no longer working, which l cannot even fathom on a completely new system in less than 2 years! I call to get service and I will be charged $75! If you would have came to do the maintenance months ago when I called to schedule the service I already pay for, maybe you would have seen a problem with our system them and we would not be without AC now! And then you are going to penalize me by charging me a service fee on top of this! In addition, they cannot come out until Friday so we have to go all week with no AC. Then my husband calls today, the woman on the phone accused us of canceling our previous service calls which he quickly corrected her. She stood fast that no one could get here any quicker than Friday and when he asked to speak to a manager, she said he comes in in the morning and then leaves so my husband could not speak to him. And yes, we were also told if we have a company who can come out sooner, we will void our Trane Warranty! Crooked company. Beware if considering them for business.

I had my unit installed about a year ago and it's still under warranty. When the technician came to my house he told me I needed a hard start kit for my air conditioning system that wasn't covered under warranty. When I started to question him about it he threatened to void my warranty saying that I never changed my air filters. Which I change him every 2 months. Unfortunately I was at work and my pregnant wife was the one dealing with him at the house and I was talking to him over the phone after the phone conversation where he threatened to void my warranty he demanded my wife to pay the $500 for the part or he was going to leave. She called me back crying because of what he said to her and when I tried calling him back he said he was leaving and my unit. After having a family friend who's in the business come over he tested the capacitor and found out it was bad. He got me a new 35 by 7.5 capacitor and installed it for me and guess what the unit worked. The capacitor was under warranty and they still wouldn't change it and tried extorting money out of my wife to get a part we didn't need. Instead of trying to extort money from us he should have just did his damn job and test the capacitor. I would not recommend this place to anybody because they're going to try to hustle you out of every nickel and dime you have and disrespect a pregnant woman to the point where she has broke down and cried. I'm disgusted on the way that someone who represents a company would disrespect a pregnant woman like that.

While the installation technicians did their job, the management and sales consultant did not. After the initial technician inspected our unit, he informed us his "supervisor" would be in touch with options for services, including cost. Two hours later this supervisor shows up to my house, with no warning. He invites himself in, which goes against social distancing protocols. We purchase a new unit primarily because it could be installed that same day. Technicians arrive another two hours later and work until 9 p.m. (longer than the time period the supervisor gave us when I asked how long it would take). At 9 p.m. they inform us the condens unit they brought isn't working properly. So much for the promise of having AC "that day". They inform us they'll be back between 9-10 a.m. the following day to fix. Next day comes, it's 10:15 a.m. and I have received no phone call nor is anyone at my house. I call the supervisor - who doesn't answer and has a full voicemail. I text him. No response. I call the main number and am out on hold with 2 departments who tell me different times of when the technicians should arrive. Supervisor still doesn't respond or call me back and I send another text complaining of the disrespectful and unprofessional service. That's when he responds, not with an apology, not even with a phone call. Rather he replies via text "I call the office. Did they call you? Someone will be there soon". I now see why they have their Facebook comments and reviews turned off, because their service is completely unprofessional.

This is the worst company I have ever had the displeasure of coming in contact with. First the company lied and stated they were the same company as Safe Aire, out of Houston, which they are not. The Sales man, Bryon, came out to my house, which is a very small one story home, went into my attic, checked out the 2 existing systems and then came up with a quote of $15,995 for a new 5 ton air conditioning unit, furnace and coil system. He stated this would cool my whole house and replace the 2 small systems I currently have that were not efficient. He said the special right now gave $5000 off the sticker price- He gave a veteran discount, as I am a disabled veteran, after all was said and done, the final price was $8995. installed, with new duct work, because the current duct work was split, and new cooper lines, etc... We setup install for the next day. When the workers arrived today, they stated they were here to only install one unit to cool half of the house and leaving my second other unit to do the other half. I told them that was incorrect. I told them not to touch anything. I tried to contact the salesman, via phone and text and left numerous messages with Royal Air Offices to no avail. Finally, one of the workers came into my home, about 40 minutes later and he had his boss on the line. His boss told me, for an additional $6000 they would do the job the salesman had sold me the day prior for $8995. I told him no way and to cancel the contract, as I was within my 72 hour window to do so. After the workers left, my air conditioning system did not work at all. The workers did something to my system, while they were outside and my system does not work at all now. BUYER BEWARE. This company uses deception to sell its products. The parting gift to me from Royal Air was they sabotaged my system when I did not fall prey to their lies and left me with a non working system. What they did should be criminal.

Royal Air Houston My name is Sheila *** and my husband's name is Tracy ***. We would like to make a complaint against Royal Air Houston and George ***. During the 2021 Big Freeze our Heater/Furnace and A/C units went out. We called our Home Serve Service and they sent out a provider (Royal Air Houston) and it was found that we needed new units for both heating and cooling. Mr. George said that he would replace both units, replace our air vents, and replace our air returns. Also he said that we had a warranty if anything goes wrong with the units and that they would service our units and change our air filter one time a year. He said that we would not need the air return units anymore due to the new unit system. My Husband filled out paper work with him in which he did not receive a copy and did not receive a copy of any warranty information for the units. Royal Air replaced both units, replaced the air vent but they did not take care of the air return units as promised. I trying contacting Mr. George several times to inquire to when he would take care of the air return. He said that we will need to keep the air returns and I then ask if he could put air grates to cover the filters our two air return vents and he ignored me. We do not currently have any paper work (contract or warranty) on the Business Transaction with Royal Air Houston. I also found out that a finance contract was placed in my name (Sheila ***) without my consent. My Husband (Tracy ***) agreed to finance the payments. However, it was later found out that the payments were put in my name without my knowledge or my signature. I asked the finance company to send me a copy of the paper work in which it had a typed signature that I did not approve. The interest is at a high rate and I have a good credit rating. I feel that this whole issue is not fair and someone needs to contact us to resolve this issue. Thank you for your assistance in this matter.

I had a Home Warranty and they responded same day and determined entire AC unit needed replaced. Unit was almost 15 years so agreed to speak with salesman about a new unit. They seemed extremely prompt throughout the process for SELLING a new system, which also came with a 2 year (Useless) service plan. However, I found out the hard way the system is only as good as the ones installing it. A week after install, it stopped working and earliest Royal Air could have someone there was 5-7 days later. To get AC working, I had to pay a different company to come out and reattach some wiring that was not properly secured during the install. Next issue was air that pressure was not adequate with both zones on. Royal Air came out 3 times replacing air filter among other attempt without resolving (1-2 weeks between each scheduled visit). I eventually researched my Trane unit and checked the programming to find out it was not properly configure for 2 ZONE SYSTEM which I corrected myself. Next issue was with the door slamming every time 1 zone turned on, which turned out they did not install a bypass with the system. I also had air coming through my bathroom sink. They eventually came back out to install the bypass for the pressure issue and p-trap for the air in sink. Everything finally seemed to be working correctly, until 5/17/2022, when the air in 1 zone stopped. The zone box weighing approximately 150-200lbs was suspended from rafters with duct nylon straps that eventually broke lose (approx. 1.5 years after install). I provided pictures and the service desk agreed that they need the installation team to come back to repair damaged duct work and properly secure both zones. As of writing this 8/20/2022 and calling them weekly for the last 3 months, they have yet to call me or make an attempt to resolve. I was able to use ratchet tie downs to lift zone back up and initially get everything back together in May. I have given up on any further support from Royal Air!

Our ac has been out since June they finally sent someone out in middle of July they diagnose what was wrong needed a new board. Schedule them to come out for repair for them not to show up multiple time. Then when they did didn't even get fixed when they did come out due to they didn't replace the board they replaced the fan Motor. Was told August 22 that part was ordered and Sam one of the owners said it was 10 to 14 days out. Multiple calls and sending in requesting on updates no news nor call back. It's always I don't know or I will get back to you. When ask to speak with management was told they don't have a supervisor. Here we are November 2 still not fix and we are getting into our cold months so my heater does not work as well due to still needing board to be replace. My son is allergic to cold and I am so frustrated at the fact that I can't get a straight answer or even a call back.

Financed a new AC and redo of all duct work and everything. Unit has not worked properly since they installed it. 4 months after installing it they had to come out and install a new evaporator coil. The installation team that showed up to install were drinking on the job. We have video of them doing this. Our AC is still not cooling our house and trying to get them on the phone to fix this is not happening. We had another AC company come out and they found that the evaporator coil was installed sideways, the venting system is not up to code and the unit is overcharged

I am 71 years old and my wife is 65. Our air conditioning quit on us last week. I filled out a form for a free estimate. The person came by and gave me an estimate that I could accept. We purchased the air conditioner on this past Thursday, 7/20. The came to put it the next day. When they finished putting it in it worked fine. It worked Friday night and about mid day on Saturday, it quit working. It was not cooling at all. It was blowing warm air. I called on Saturday. After holding 15 mins a recording came on say that they were busy, leave a number and they would call me back. I never got the call. I called again later on to see if they were coming. I had to hold again and when the recording came it said that they were closed. I called again Sunday morning and the person answering the phone was a man named Kerry. He said that he would call the crew and have the check it out. He never called me back. I called again 2 hours later and I was told by Hailey that there would be no one coming out today and that it would be tomorrow. She could not tell me what time tomorrow.

The company is Royal Air Heating and Air based in Houston, TX. I checked the BBB and they have numerous cases, at least 20, there may be more. The complaint is that they are putting in air conditioners that only work from a couple of day up to a month. The other complaint is that they do not answer the calls for help when the air goes out. They put it in the call the finance company to get paid. Once they are paid they do not pay attention to customer complaints concerning the air in no longer working. I was told to call the sales person Chad Wilson, if I could not reach anyone else. I called him several times with no response. The coorperate office said that they would give him the message. It was confirmed that he did get the message.

I was going to get a room but i was told they would not pay for it. When people spend their hard earned to be safe and cool in their homes they should not be taken advantage of. I feel as if we have been scammed because everything i was told before buying has not come to pass. I don't have family we can go to stay with while this is fixed so we will have to try and make it through. I meant to tell you that they advertise this on TikTok. They say $0 down and $39 a month. That was a lie too.

The HVAC unit was installed and fully paid , however, we await the following

1) The Paid Invoice

2) Paperwork for Austin energy rebate

3) paperwork for Federal Tax credit.

4) Copy of the Mechanical permit issued by the indicating that the required replacement has been completed

5) An inspection report or statement on the company letterhead indicating that the item has been properly replaced

6) Also your technician was supposed to check the other room and I was made to talk to Gustavo [protected] but not heard back

Royal Air installed my air conditioning system less than 3 years ago and provided me with a full warranty (parts and labor) for 10 years. My system recently stopped working. I contacted Royal Air Houston to come out and fix my system. They made me pay a $75 service fee before taking my appointment. A service fee was never mentioned to me when I was told I had a full 10 years parts and labor warranty. On top of that, they made me wait an entire week before sending out a tech. Once the tech finally did come out after enduring a week of Texas July heat, he told me that the corrective measure could not be performed by him and that all he could do was put in a "ticket" for the issue. I called Royal Air Houston to see when the second person was going to come out since I already waited an entire week for the initial visit. After trying to get a hold of someone on the phone at Royal Air for over an hour... I finally got someone to answer. She talked to me for a minute and then the phone line dropped. When I tried to call back, Royal Air's number is not being identified as an "invalid" phone number any longer. I have also asked for over a week to speak with a manager with not one attempt at a Royal Air manager contacting me back. I have been completely taken advantage of by Royal Air after paying them thousands of dollars for faulty equipment and a bogus warranty.

Today is the third time this company has canceled my pre-scheduled maintenance service. They typically call within the last hour of my 5 hour time window, and this third time I had to call THEM just to hear that they had already canceled my service without notice. When they sold me the unit, part of it was a 10 year warrantee with 2 years of free maintenance, but they are not holding up their end of the bargain. This was supposed to be a SPRING maintenance, and it is already almost time for the fall maintenance. It's not right - and they require the maintenances to uphold the warrantee...but they won't come out. I get empty excuses about the owner every time. I have had air distribution issues (upstairs is WAY hotter than downstairs) since installation and they have come out multiple times. They sold me expensive dampers to try to solve the issue, but it didn't work and it was just another expense. They want to keep charging me $75 for a 'more experienced' technician to come out, even when their unit has caused the entire closet it is in to mold over. This is a common issue when too big of a unit is installed (they replaced my original 1.5 ton with a 3 ton unit). I am sure that they sold me a unit that is too large for my space just to get the paycheck, but I am now stuck struggling with uneven air distribution, mold, and a company that wants to keep charging me to fix issues with their system. I hope they are thoroughly investigated.

Royal Air installed 2 new Trane AC units at my residence, replaced all ductwork, and insulated the attic the end of January . In July, the downstairs would not cool and i called for service. The service man came July 6 and notified me that the installers failed to install the secondary drain line to the AC units and the water was draining on my attic floor from date of installation (January 27 to August ). We were unaware until the water came through the ceiling and down the wall in the hall outside the master bedroom. The repairman is who told me what the problem was and showed me where the secondary lines were never hooked up. He took pics of the damage and sent them to Royal air on July 6 and did a temporary fix until the company could come out and install the secondary drain line. After the company no showed for the scheduled appt. on August 5, and then lied and said the driver was in route, someone showed up a week later and and installed the secondary line but said the company would have to send out someone else to fix the sheetrock damage. They have not fixed the damaged ceiling and wall outside of the master bedroom to date or replaced the wet insulation, and we were told that someone will call to schedule the repairs. No one has called and it has been at least a month and over 2 months since they received the pictures of the damage from the initial repairman. My home is damaged and needs to be repaired. I would not recommend this company to anyone. Their customer service is horrible!

My AC unit went out on 8/30. I called *** which is the manufacture for my AC unit and was told I needed to call Royal Air since they installed the unit which was showing under warranty. When I spoke to Wendy with Royal Air on 8/31 she found my contact information already in their system which showed they had come out to my house in 2018 for a AC repair. Wendy asked if I had told them at that time I was the new owner. I don't recall a conversation in 2018 but since they had my information in the system I assumed that conversation happened. Wendy said I could transfer over the warranty from the previous owner into may name for $795. I asked Wendy to explain what was covered in this warranty and if I could get a copy of the warranty on file. Wendy stated that she could not locate a copy and would have to go to the back to see if she could find a copy of the warranty. Wendy stated that they had a flood which destroyed several boxes of warranties. As I started to ask more questions, Wendy then stated that because I did not transfer over the 10 year warranty within 90 days of the purchase of the home and because the previous owners did not keep up with biannual maintenance, they couldn't offer me the 10 year warranty. Keep in mind Wendy had told me just a few minutes before in the conversation that I could pay $795 to transfer over the 10 year warranty. Wendy told me she would call me back the next day in which she did not. I ended up calling back and requesting to speak to her. Wendy then explained to me that they couldn't allow me to transfer over the warranty and that my unit which is only 4 years old is now nolonger covered under warranty.

December 23 In August , I had an air conditioning company, Royal Air install a new air conditioning system in my 2 story house. During the initial consultation with the business owner at my 2 story home, I was advised that 1 unit could be installed to accommodate both floors. The original system contained 2 units to accommodate the split levels. After signing an agreement for $10,700, the work was to begin the next day. The workers showed up and the work commenced. After installation, we were faced with some problems. There was a hole left in the attic exposing the outside. It took 2 weeks for this to be addressed and repaired. As the weather got cooler, we turned on the heating. The house smelled of gas. We called them and the technician came out and told us to open the windows. After using the heating again, the house filled up with gas again. My husband checked the attic and it reeked with gas. This could have been fatal to my family. The technician came out told us that the gas pipes were not sealed when the unit was installed. We also realized that the heat was not working on the first level. We had to turn on the stove and run heaters on the bottom floor. We called Royal and they sent out a technician. He told us that an air flow system was not installed to accommodate heating and air to both floors. I could not believe it! Why would the air conditioning company not install a system to accommodate air flow for both floors? Who would pay such an enormous amount of money to a company and they not match the original air flow system? This makes absolutely no sense. I was informed by them that I did not ask for an air flow system to be installed. As the professionals I assumed they were, I would have thought this was an issue that would have been covered. A story home should have heating and cooling on both floors. They are the experts in this not me. They have not come out to fix the issue.

I financed a new complete HVAC system from Royal Air on 6/13/22, with a full 10-year parts and labor warranty for $7,879. Unit installed on 6/14/22. My family and I Left for vacation on 6/15/22, and when we returned a week later, discovered the AC had been leaking water. My ceiling was cracked, bowed and showing water stains. I checked the unit in the attic and discovered water leaking from the AC unit, water was completely missing the overflow pan. I also noticed cold air blowing out from the side of the unit. The electric and gas lines are poorly installed, waist material from the installation was left in my attic. There were black particles blowing out of the vents. I tried calling Bobby the sales rep who left us his card with work and cell numbers, remembering him saying if you have any problems to call him 1st and he would make sure any issue would be taken care of. So, I called Bobby's office number ***, and the call went to his voice mail box which was full. I then called his cell phone *** and again the call went to his voice mail box, so I left a message for call back. I then sent him a text message with pictures of damages to my home caused by the poorly installed AC unit. Received no call back from Bobby, I called the Royal Air service number ***. I waited in queue and when my call was finally answered, it was another voice mail system saying to leave a message to get a call back. On 6/23/22, I emailed my issues to [protected]@royalairhouston.com.. 6/30/22 I noticed the AC was no longer cooling. I called Royal Air service and installation, left voice messages and sent a text message to Bobby. My wife and I have called and or texted almost daily with no reply. The only reply I've received is from Bobby on 6/30/22, to say he's forwarded everything to the proper place. 7/10/22, 110 outside temp, I noticed an oil had leaked from the unit in the attic. Called and texted with no reply. 7/12/22, still no reply.

Last August , I decide to replace my whole AC unit including thermostat air duct everything new and I found this company online called them negotiate the price and we agree and get my financing approved they started the work same day later on after taking all my old unit down and trying to install the new unit they said something wrong with my electricity and they have hard time to disconnect it and almost catch on fire anyway they called one of their own electrician he came next morning and check my braker box and said this is the problem and he change the braker for the AC and told me this going to make the AC work but not the Heater you need to order another braker because yours is to old and they don't make anymore . everything was fine until the cold weather hit and I called my electrician to change my whole braker box , he told me he will change the box but it has nothing to do with the heater anyway he did change my whole braker box and heat still didn"t work I called Royal Air to check my Ac The technician came and said the heat unit was disconnected he reconnect and it work for about 5 minutes then stop again I told him I don't feel warm air he said no it just was to cold in here it will take sometime and he left it was cold air I called them again they said he will come back and replace the heat unit then now he came and said it's wiring problem that I will need to change and to do it is $695.00 I asked him why first time their electrician told me the braker and I spent $1000.00 and why they have the heater disconnected all this time knowing that I am not going to use the heater in August and why they didn't check for everything before leaving If the wire that is going from the thermostat to the heater is bad why they didn't find that out when installing the new thermostat . and when I called them to question they simply said we don't know what happened but you just need to change the one wire from the thermostat to the heater and it is $695.00

Signed contract for replacement of two AC units and air handlers-a complete HVAC replacement right down to new slabs for the outside units. Three young men installed the system 24 Jun. Pretty sure they didn't replace the slabs outside. They had to be recalled to fix the unit because it sounded like a motorcycle taking off in the attic. They fixed it fairly quickly though took a couple days to return. 10 Jun, I had to contact them again because it was leaking into my daughter's room ruining the bed, rugs, floor and countless collectibles, The 12th I realized it was also leaking into the garage. Again Jesus returned with a female worker, 13 Jun. He said both units were installed without a float switch and the drain from the attic was blocked even though everything was supposed to be brand new. Doubt the drain pipe was replaced as it was clogged! They installed the switches about 2000. Jesus took photos to send to the company. He said everything was all done and left. Short while later it seemed VERY hot! They left the door open to the bedroom and the attic stairs down and the radiant barrier stair cover wide open. After I closed up what they left open it seemed even hotter. The next morning it was like a sauna in the house, 96F. Last night we realized the ceiling/walls in our bathroom and closet were also leaking. This am, 15 Jun we realized it's also leaking into our bedroom ceiling along the vent seams. The water abatement team sent by USAA came today to set up dehumidifiers. The tech coming yesterday never showed and today we haven't had a response from the company. We were told when we finally for through to the company the person in charge of install wasn't available and hung up! We still haven't seen anyone or heard from the company. The abatement team had to do some demolition in order to dry the house. We can't stay here ask it's unbearable, HVAC inoperable and beyond sweltering. This is horrendous treatment of Royal Air Houston! The finance co wants paid!

Purchased a XC-20 HAVC system on April 1,2020 (contracted signing) it was installed on the 2nd of April ;from installation issues: 1) the original A/C unit was R-22 Refrigerant; (older refrigerant), the Suction & the liquid line going to the Condenser should've been flushed out, reason being is the chemical of the two refrigerants boiling points are different. That's Technical; readers won't know the difference. What the problem with the unit is that it freezes up, the Evaporator and the suction line going to the condenser freezes up, causing the airflow to stop going through the evaporator into the house; and because this unit has several sensors monitor operation it generates a trouble code that causes the unit to shut off completely, this has happen from April 2 to present. I call the company, I have expressed my disappointment & frustration to the salesman, who is Arron Henkel who sold me the contract, I must say Aaron is a pleasant man to speak with and knowledgeable, and that's the reason why I went with the company. My wife and I have a young adult son who is fighting for his life right now with an illness; his comfort for us is paramount, and let me also mention; I went to the office personally to speak with the owner, he wouldn't speak with me, instead Norma Gracia who is the install manager, took my compliant, promising me to fix the issue, that incident happened one week from the install. Three weeks later i'm still having the problem, the unit turns off, because of the freezing; I call the owner, he won't answer the call, I leave message; my wife called him, and expressed her concern about our son, and he told her that he would be sending someone, and that never happened, this is the reason why I have decided to comment and submit a compliant. We as a family have left messages to the owner to come and take his unit out,and reinstall our unit that was working fine, the reason we decided to replace, because it was 13 years old, preventive maintenance I call it.

On Friday, August 21 I met with a salesman, Tommy from Royal Air Conditioning regarding my A/C system. I explained to him that our system wasn't keeping up with the heat and it freezes up. Thru financing, we did not have enough to replace the entire system so Tommy suggested we replace the outside unit - from a 4 ton to a 5 ton. His crew arrived that afternoon and replaced the outside unit. They left around 5 - my daughter and I left to run errands and to go eat. We put the thermostat on 75 degrees - when we returned around 8:00 PM - it was 78 degrees in the house and the unit was froze up. I called first thing Saturday morning and explained the situation - I technician arrived around 5:30 PM. He was at my house for about an hour and a half - when he left, I was instructed to leave the unit off for 2 hours and then put it on 75 degrees. I did and it ran OK thru the night. On Sunday morning around 10:30 AM our unit wasn't cooling so I checked it and it was frozen up. We turned it off and defrosted it - turned it back on and it was running - around 3:30 PM it froze up again. I called Royal Air and let them know the situation - they made an appointment with me for Tuesday to come out and clean the ducts in my house. On Tuesday, August 25 - after having the ducts cleaned, the system still wasn't working. I called and was told a technician was headed my way and he would be at my house by 4:00 PM. By 4:30 PM there was still no technician at my house so I called. After waiting on old for 45+ minutes, I was assured that a technician would be there by 7:00 PM - the office closed at 7:00 PM so I started calling at 6:30 PM - I finally got a hold of Kerry who ASSURED me that someone would be out TONIGHT. At 8:30 PM - two technicians arrived at my house. They left around 10:30 PM - the unit was still not working. It was 98 degrees in my house over night. They assured me that they would return in the AM. On Wednesday, August 26 ANOTHER technician come out and determined that our coils were bad and needed to be replaced. As we stated at the beginning of ALL OF THIS, we did not have the means to replace the coils at this time. We were told by Royal Air that there was nothing more that they could do - the technician wished us luck and he left.

Royal air installed a new ac unit 2 years ago and I had a service contract for royal air to come out every six months to service my unit. My contract expired so I purchased a new one. I was having issues with the way the unit was functioning so I made and appointment. After royal air cancelled on me 3 different times they finally sent a technician without calling 30 minutes prior like they stated they would. When the technician finally came out he opened the closet where we have our unit and stated that the problem was that the duct had come off the plenum and it air was circulating in the closet where we had the unit. The technician stated that animals can get in the attic and knock it loose (we have no attic, hence no animal to knock it loose). He then proceeded to say that the ducts needed to be replaced because there was mold in the duct he found disconnected from the plenum and that the mold was spreading, which was clearly visible on the closet door. The technician stated he would send someone out to talk to me about replacing the ducts. He did not check anything else nor serviced anything else. When the sales rep came out, he gave me a quote which seemed too high so I decided to get a few other quotes. The other two technicians from two different companies stated that the blower speed was too high on the supply but was fine for the return. Both technicians stated that this was causing the unit to blow air too hard which caused moisture to build up in the plenum causing condensation and "bacterial growth" (mold) to the ducts. I have a 6 month old as well as a child who is immunocompromised so I reached out to them the very next day to inform them of this information so they could send a technician out right away as I felt this was an emergency that was affecting mine and my children's health. I spoke to two different people without any success. The earliest they could send someone out to just look at the unit again was a week later. I explained to the last person I spoke to that this was not acceptable since my daughter had been sick for a while and we thought it may be related to the air conditioning situation, the lady on the phone said she couldn't do anything about it and I would have to wait a week. In the meantime we are continually being expose to this bacterial growth that this company is the cause for.