new furnace and heat pump / heat pump freezing when air running
Nov 2023, I got 2 quotes for Empower home comfort for a furnace and a heat pump. I was told the Carrier brand was a better company and a little more expensive so I selected this brand.
In the Winter time the furnace was great as the motor was a little better then my previous furnace however when summer came alone the heat pump in cool mode was great for the first few weeks. It kept the house nice and cool.
One morning, we noticed water coming from the furnace as the coils froze on me. I called the office and within a day they promptly sent out a tech to investigate the issue. Unfortunately he could not resolve the issue so they sent out the second level support tech to test the head pump coolant.
The second level support could not resolve the issue so they did sent the third level support tech that has a lot of knowledge on the manufacture's product. The third level support tech noted that this issue will be corrected due to his knowledge of the manufacture products.
The appointment had a time frame of 4 hours and was told the issue will be corrected by the end of the appointment.
With his intense knowledge of the product, he was able to identify the issue and correct by end end of the appointment. He has also noted that Empower Home Comfort will set a follow up appointment to ensure everything is still in working order and no added issues.
There are many good qualities about this company, they will send a pic of the Tech, a bio of the tech, they will put on shoe covers when walking around the house, and the receptionist response to emails in a timely fashion.
By the end of the appointment the Tech explained the issue and how he was able to address to ensure this does not happen again. He even took the time to answer some of my questions.
Some issues can take place, but the company still has good qualities that many others forgotten about. This is why I would still use this company in the future.
- Approximate cost of services:
- $15,500.00
- Company Response
Thank you for taking the time to share your detailed experience with us, Norm! We're pleased to hear that our team provided you with excellent service throughout your furnace and heat pump installation process. While it's disappointing to hear about the initial issue with your heat pump during the summer months, we're glad that our technicians responded promptly and worked diligently to resolve the problem, utilizing their expertise effectively.
At Empower Home Comfort, we strive to deliver not only quality products like the Carrier brand but also exceptional customer service. We're delighted that you found value in the little details, such as receiving technician bios, their use of shoe covers, and our responsive receptionist.
Your feedback is invaluable to us, and it reinforces our commitment to ensuring that every customer receives the highest level of care and attention. Should you have any further questions or require assistance in the future, please do not hesitate to reach out. We look forward to serving you again and ensuring your continued comfort and satisfaction. Thank you once again for choosing Empower Home Comfort.
Cheers!~
Team Empower