Update: Following my issues I paid for another company to diagnose the problems with my AC unit. They used a flourescent dye and determined that the A-Coil was was leaking and was likely defective when it was installed. It was replaced under warranty, but I had to pay for the diagnosis and installation. My AC is now working as it should. Following two years of follow-up Natural Choice Heating and Cooling, they were unwilling to properly diagnose and put in the work to correct the problems with their AC install. I would not recommend this company.
Detailed Review:
I'm faced with a challenge as I write this review for Natural Choice Heating and Cooling. On one hand, I genuinely like James and the company. He's a good technician who takes the time to explain things, and I found him professional and reasonably responsive up until my new A/C was installed. However, my experience with the actual A/C unit and the company has been anything but satisfactory.
I spent over $6,000 on a new A/C unit in the summer of 2021, expecting it to provide much-needed relief during hot days. Unfortunately, it hasn't been working properly since it was installed. The following summer, in 2022, Natural Choice did come out and took apart the A/C to conduct a thorough examination of the system. They believed they had remedied the problem, and I had hoped that my cooling issues were behind me.
To my dismay, the problem resurfaced again in 2023. Frustrated with the lack of response from Natural Choice, I reached out to another contractor for a second opinion. They conducted a simple diagnosis and discovered a leak in my system, as the coolant was not at the correct pressure. Only then did James from Natural Choice come out to top up the coolant. However, I was disappointed that he did not attempt to diagnose the root cause of the leak or provide a comprehensive solution. As of the time of this review, my AC is still not cooling my home, and I effectively have a very expensive dehumidifier.
Positive Aspects:
James, as a technician, was knowledgeable and helpful when I could reach him. I appreciated his professionalism and clear explanations of the issues.
Areas for Improvement:
Despite Natural Choice's efforts in 2022, my A/C continued to struggle with cooling my home effectively. Their subsequent lack of responsiveness to my calls, texts, and emails, or to follow through with promised responses, is completely unacceptable. As a customer, I expect a level of service that acknowledges and addresses concerns promptly.
Final Thoughts:
I'm unsure of the reasons behind Natural Choice's inconsistent responsiveness. Whether they are too busy, uninterested in resolving my issues, or facing internal challenges, I cannot say. However, this ongoing experience has left me with no choice but to share my disappointment in the hope that it will help others make informed decisions.
Recommendation:
In spite of their Homestar rating and positive reviews (which influenced my initial choice), I must advise others to be cautious when dealing with this company. Unfortunately, my experience suggests that customers can find better service elsewhere.
