Supreme Service Today

In 2012, Supreme Air installed a geothermal heat-pump system for our 1950s-era house to replace the oil heating that it had.  They put together a full package with several line item choices, handled the removal of the old system and oil tank, and installed the new system professionally.  The system works well and saves money over the old oil unit. However, the house had low humidity so then we had them add a humidifier. The first humidifier had issues, and the next didn't keep the humidity in the house up high enough.  They were very professional and fixed/replaced the humidifiers multiple times without charging more money until we were finally satisfied that it was working properly and sufficient for our house. Supreme Air has been very helpful and professional, and now the temperature and humidity in our house is probably as comfortable as we can get it.

Supreme representatives were very professional at all times. Installed in one day - cleaned up area. Love our system - so much warmer then what we previous had from home contractor. Would definitely recommend Supreme Air to others.

Quick and professional service.  2nd time using this company.

Very well.  I am pleased with the service.

I cannot recommend Supreme Air highly enough. We had 4-5 estimates done from different companies but they blew the competition out of the water. Supreme was by FAR the most professional and seemed the most familiar with each of the steps of the procedure & the all the multiple tax rebates involved. They were courteous and punctual. Our estimator actually stayed in contact with us through the whole 2-month process from start to finish, checking in now and again. Any time I had questions I'd call him and he'd answer or promptly bring up the question with the right person. I always got a response within 1 day or so. And gosh, even the secretary sent me an email just to introduce herself. Talk about above and beyond.  After we figured out the needs of the home, our estimator Mike printed out a sheet with several different options from which to choose and different payment plans as well. At the end of the installation process, they went over the whole system with us in detail. They even showed us how to work our new "smart" thermostat. Then they presented us with a big binder in which they had already collated each of the different manuals for each of the different appliances (we had a humidifier, geothermal, a water heater, and a buffer tank installed at the same time.) Once the bill and loans were finalized, someone came over with a folder full of all the tax paperwork. They had already filled out everything that they could! They even arranged and coordinated our meetings with the county inspectors.  So each of these things individually may not mean much, but put all together they really say something about the attention to detail and the professionalism of the company.  I guess you could say we were satisfied, yes. :)

The process of getting my geothermal system in was long and frustrating, with many mistakes and much lack of communication along the way, but the actual work was good quality. The Good: 1) I had a challenging property that was discovered partway through to be even more challenging.  I had a 50-year-old house with 4 levels and cathedral ceilings (no attic), and it was found that there was no duct work?the A/C had been blown straight through the voids between the joists and through the wall cavities instead.  SA found contractors who were up to the task to handle very tricky task of heating/cooling a sprawling, multilevel house while adding ducts in a way that was architecturally pleasing. 2) The installed system is so great that I haven?t run back up heat once all winter, even when the temperature sank to 10 degrees. 3) The quality of the finished work is generally very high. 4) The duct sub, Charlie, was sharp as a tack and could work miracles.  Between the two of us, we got a ductwork plan for a very complicated house that looked really good and not ?remuddled? at all. 5) SA handled all the paperwork they could for inspections and tax returns/reimbursements. 6) When I expressed my unhappiness, SA did take several steps to make things better. 7) Most of SA's employees were thoroughly professional.  SA fired the single employee who was really unprofessional and snooped in my garage (opening drawers), smoked near open doors, and left food trash and cigarette butts on my property. The Bad: Apparently, I showed up with a complicated job at exactly the wrong time.  The company was undergoing some level of internal rearrangements/shake ups, and my project was one that continually slipped through the cracks. 1) The project took an incredibly long time.  With the scale of the work, I expected it to take, instead of 6-8 weeks from the permits being issues, up to 4 months total.  Instead, it took more than 10 months to finally see the last of SA.  Entire houses are built in less time. 2) SA had problems with finding a sub able to take care of my ductwork (because it was complicated).  After I signed the contract, they simply stopped communicating.  I could never get a living, breathing person at the office, and it would take more than a day for them to return my call, so if they didn?t get me with their call, it could take a WEEK to even talk to anyone about the situation.  This NEVER got better.  Alex, the owner, assures me that there is someone to pick up the phone now.  I haven?t called again, though. 3) In March, when I signed the contract, I told them I was unsure of how stable my A/C was (because I knew it was breaking slowly), and that I REALLY wanted the system in before June because there would have to be at least a week, minimum, when the old system was out and the new wasn?t yet working, anyway.  Turns out, my A/C was entirely broken.  When I freaked out about this in May (more than 8 weeks after signing the contract and not a bit of work had been done even though I?d made a five-figure deposit), they brought over a tiny window unit as an answer.  I have a 3,200sqft house.  The window unit was rated for something like 500 sqft.  This was their ?answer? for not having done any work yet.  We sweated through the entire summer.  I work from home.  I homeschool from home.  I have employees come to my home.  And we had no A/C, and SA wasn?t worried about that. 4) When we discovered that the ductwork was more complicated than we initially thought, there had to be a rebid, so I walked through the house with the ductwork sub and Mike, playing out plans for a zoned system to get ducting to all the rooms.  About halfway through, while the sub and I were doing just fine, Mike suddenly froze up and demanded that I put in two systems with no zoning and that would be "better" than one system with three zones. I demanded to know how. Answer? "Because it would be easier to install." He wanted to stick me with TWICE the units and TWICE as many things to go wrong and take up TWICE as much space in my house at a higher price because it would be "easier to install." Apparently, he?d gotten confused and intimidated by the scope of the ductwork involved even though the sub and I were talking through it just fine.  Mike flatly refused TO MY FACE to give me the quote for just one system with zoning, like I wanted.  So I told him he could give me the quote for two systems with the condition that he ALSO gave me the quote for one with the zones that I wanted.  (Because I?m not an idiot, I knew that the 2 systems would be more expensive.) He returned with only 1 quote--for 2 systems, a quote that was absurdly high. I was livid and demanded the other quote--"for one system with zoning"--or my deposit back. He sent me another quote that was many thousands less. Despite my continuing reservations, I signed this new quote. 5) The duct sub disappeared and SA had to find another one, Charlie. We have to go over everything again, but this time, work starts.  Ducts are in, but SA delivered the wrong unit and had to come get it and deliver the correct one, they get it installed finally. The tech goes to show me how it works, and I said, "When are you going to install the thermostats for the other zones?" Response? "Zones? What zones?" So I come to find out that Mike just left off the zoning on the bid I signed over the summer, despite the fact that I fought him tooth and nail over getting one system WITH ZONES so that it could properly heat and cool the four levels of my house. He?d nodded along while I was explaining to the duct sub Charlie how we needed to have the ducts run so the zones would work without once opening his mouth and saying, "But you're not getting zones." Suddenly, when I go, "Where are my zones?" he claimed that he was "confused" when I was talking about zones with Charlie, but he didn't look very confused to me (nor, from his reaction, to Charlie) with the way he was nodding along. I bet anything that the real truth is that he just screwed up and accidentally left the zones off the bid sheet (SA?s bid sheet is the worst I?ve ever seen, BTW, and might as well be designed to hide things from homeowners) and was covering his behind when they didn't get ordered because they weren't on the sheet. Unfortunately, I didn't record our conversation, so I have no proof except my ability to call on Charlie as a witness that Mike seemed to know all about the zones when we were discussing it together. SA offers me a "deal" by offering me the zone controls and thermostats at half off (even the full price would have been much less than the 2-system design, in case you were wondering.) I take it because what else can I do at this point? If they had ANY decency as a company, they would have eaten the cost because now it is LATE SEPTEMBER, more than 7 months despite their "6-8 weeks after permits" estimate, and I've sweltered through summer believing that "any minute" they would come through with a system. 6) I caught one of their techs all the way inside my garage, digging through drawers.  The same one left cigarette butts where my toddler could get to them.  If he ate one, it would be deadly.  Nicotine is that poisonous when ingested.  We don?t smoke, so he wouldn?t have any idea how dangerous they are. He also left food trash wrappers scattered around.  I?d never had any workman ever do that. 7) The front office was a huge mess.  SA wanted final payment before they finished their work, promising to do the last bits of work with their first maintenance inspections.  I refuse and demanded that they finish. &nbsp

Arrived on time. techs were polite and knew the job.

The services went very well. They provided a diagnostic test and everything went well.

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