Supreme Service Today

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Very well!  He determined that the problem was a (illegible), not a fault with the meter itself.  And it was easily fixed.

I had an excellent experience with everyone at Supreme. They got me exactly what I needed and were willing to work with me. I am a very particular person about things and these guys did a great job of listening and following through. I have a historic house and there are a lot of "extra details" that needed to be worked out. Juan was great and it was nice to have a salesman with the mechanical and engineering background to set the system up exactly as needed for the house. The ducting guys were subcontracted but still did a great job of working with me to hid the ductwork as best that could be done with an old house. Cleaned up well too! The excavators were incredible and really took the time to make sure the yard went from looking like a bomb went off to perfectly flat the next day (they even took care of some ruts the well diggers left. Well guys were subcontracted and were in and out in three days; quick and friendly. The installation crew was clean, very informative and professional. The quality crew did a great job on final. I really cant say enough good things. It is really hard to find someone to do anything right these days and I was very skeptical about a huge job like this, but I have to say this was the smoothest job I have had - ever. and my electric bill and the comfort is more than I ever expected. They even helped me with my rebates! Filled out all the paperwork, made sure all was in order. Would definitely recommend!

We have been working with Supreme Air since we signed a contract with them on May 16, 2015, with an expected completion time of ?4-6 weeks?. As of today, Sep 27, 2015 the job is still not complete. I really REALLY wanted to like these guys. I had researched geo-thermal for 4 years before making the purchase. Since the decision was forced by my heat pump failing, I wanted a solid company that would complete the install in a professional and timely manner. These guys have failed to meet my expectations, since we signed the contract.  After we signed the contract, Supreme Aircame for a site visit, and determined that it wasn't possible to do a horizontal install on my 7 acre property. Vertical well drilling added more than 10% to the total cost of install. They said that they were covering half of the drilling cost. So drilling the well was over $10,000 in additional cost with my total cost going up $5,000. I don't know what it costs to drill a well, so I can only assume that this was a fair cost. Alex, the owner of Supreme Air, sent me an email on July 6th  with installation dates as follows:Week of 13th - Drilling Scheduled Week of 20th - Tie of Loops from vertical wells into house scheduled Week of 27th- Install Geothermal equipment The new contract, modified to include the vertical drilling was signed on July 8th. Notice that we have already broken the 4-6 week window, but I was giving them the benefit of the doubt, because this was unexpected. The drilling company, came as schedule, was professional, and finished a day ahead of schedule. I would definitely use that company again; they were a sub-contractor to Supreme Air.   After the well was completed, the loop installation was supposed to be completed the following week, starting Monday the 20th of July. They dug the trench from the house to the well, and then pulled the piping crew (really just one guy) off the job, because he was needed to deliver parts to another job site. The inside installation team was cancelled for the week they were supposed to be here (27 July), due to one of the guys being out sick. This company is so small or disorganized that one guy being out sick causes an entire installation to be derailed?? And I had taken time off work to be at home with the installation team ? that was wasted vacation time. The following week, they did actually show-up to do the installation, I was able to schedule the entire week as a work from home week, so I was able to be here when they did the install. And things continued to get worse.     During the installation, they managed to cut a water pipe and flood the ceiling to my basement office. So instead of working from home, I was cleaning up their mess. They removed the attic ladder to be able to get the new unit into the attic, and took huge chunks of drywall out of the ceiling when trying to get the unit upstairs. The week progressed, and they continued to damage the house. During the filling of the system with anti-freeze, the filling machine fell over, and they spilled anti-freeze all over my new carpet (installed in March 2015).  Finally they managed to get the series 7 unit in the basement operational (Friday Aug 7th), but they ran out of duct sheet metal, so they connected the system to the house main duct using cardboard. The series 5 split unit in the attic wouldn't work, so they would have to get Troy, one of their 'professional' installers, out to check why it kept tripping the fuse. They fired up the system Friday, and told me to have a good weekend. About an hour after they left, they system shut off due to overheating. They told me how to reset it, and again, less than an hour later it failed. Saturday an emergency technician came to check the system. Within a few minutes, he identified that the loop system was not cooling the anti-freeze properly. There was something wrong, and it wasn't dissipating the heat into the earth. Nothing he could do about it, 'Have a Supreme Weekend'  The next week their 'professional' installer arrived. Upstairs unit wasn't working because they were using the old thermostat wires, and something was shorting ? they cut another (third) hole in the drywall and ran a new wire. Issue 1 resolved, caused by trying to be cheap and reuse old wires. He spent some time troubleshooting the loop system, and determined there was a problem. They had to get Marv, their loop installer to come back out and re-dig the trenches to check the loop. Issue was resolved, Marv didn't install the connections properly, so the flow was not going into all of the loops, it was routing straight back to the compressor. So much for the pressure test being accurate - I hope it is in fact properly sealed because the original test, not actually going through the entire loop, is basically worthless.  They were able to fix that problem, and closed everything back up - "Have a Supreme Week."   September 1st I down stairs to do some work in my office and the carpet is soaking wet, water dripping from the ceiling. I called and they sent another guy out the following day to look. He said they cracked the air conditioning condensation line during install and it was dumping the water into my ceiling and onto the carpet. They ran a new line, inside the old one, and dried the carpet with fans. September 8th, Mike came out to go over the installation with us, perform a quality assurance review, and install the Aurora web link to the system. I had some questions about the web interface that he was unable to answer, because he had never installed one before. I actually did the installation with him flipping through the instruction manual. When we went to the second floor t-stat so he could show me how it worked, He kept pushing on the screen, trying to get it to work. I finally had to tell him, concerned he was going to break it, that the t-stat that he was trying to show me how to use wasn't a touch screen. He then said 'well then I don't know how it works'   So Mike then started going over all the paperwork, and wouldn't you know, the paperwork that I needed for the government rebates was all wrong. They had the price wrong by over $5,000. It?s a good thing I did a quality control over the documents, because their quality control wasn't accurate and would have cost my almost $2,000 in rebates. Denny, the Operations Officer, agreed to clean the carpet from the condensation pump spillage, and replace the carpet in the basement where anti-freeze was dumped, since we have 4 pets, and don't want them to get poisoned. He also agreed to give me a $150 credit, because the web-enabled touch-screen t-stat they had contracted to install, didn't actually work on the system they installed, so they installed a lesser model.    Now after a month of waiting, calling, and reminding they are coming today to install the carpet. Oh wait, no they aren't. I returned early from visiting my 91 year old grandfather in the hospital, in Ohio to meet with the installer at 10AM on the 27th. At 9:45 on the 27th I get an email from Denny saying - sorry the installer won't be able to make it. -- It has been over a month! When I bought the original carpet from Home Depot, it took 2 weeks from me paying for it, to them actually completing the install.    Ultimately, these guys aren't the professionals I expected, and they continue to disappoint. I needed a company that would provide quick, responsive, and professional installation of a very complex system, and while the system is now functioning, after all the issues during install, I have no confidence in the installation, and no expectation that I will not continue to have problems with this equipment because of, what in my opinion is, poor workmanship during the installation by Supreme Air LLC.

Juan came to provide the quote and was very nice and helpful. Even gave a couple suggestions for an issue I was having with our water heater. The guys that came to replace the furnace and a/c unit were on time, professional, and were even able to troubleshoot a couple of unexpected issues with installing the furnace. They took their time and made sure everything worked well before leaving. I had told Juan about a potential circulation issue that required going into the attic to fix and the guys checked it out after completing the install. One issue with the install was that I asked Juan to plan to install a humidifier on the furnace, but when the installation guy arrived they realized there wasn't enough space to install it. Ultimately, they did not charge me for this, but it was a bit of a let down to be told it would work during the quote only to find out it didnt.  The county inspection guy asked for 2 additional things installed on the furnace and the installation guys came back out to do that install without much difficulty. All in all, we were very pleased with the installation process. I gave a lower grade for communication because after signing and sending Juan the paperwork to do the job I couldn't seem to get a ahold of him by email or phone. Not a huge deal, there were other staff at Supreme Air I was able to follow-up with. After the work was completed and I thought I would need to sign off on everything to finalize it, it was difficult to get anyone to call me back for a couple weeks. I think there was some confusion with the 12 month free financing which required that we open a line of credit to pay for everything upfront. I would have preferred a little more communication after the work was done about what was being taken off the invoice due to not installing the humidifier, but they had gone ahead and made adjustment themselves. Not a major issue in the end, but I did have to call and email several times to understand what was going on with the invoice.

unknown

Tech was here first thing as promised. He inspected unit thoroughly. He was very courteous and professional.

The job went well.

Our Supreme Air representative, Alex, was very professional, providing a full description of the installation process and savings to our energy bills. The project was completed faster than expected. Communication of timing for certain events could have been better.

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