Norcross >Heating & Air Conditioning > Universal/Ars
1465 Beaver Ruin Rd, Norcross, GA | Directions 3009333.930322 -84.144802
Mon - Fri, 7am - 7pm; Sat, 8am - 4pm; Sun, closed
Couldn't be any better – I had a very good experience with Universal. My furnace died last year when I was out of town. My wife called several companies and had them give quotes. The information some of those guys gave didn't make any sense. They all wanted to replace the system but nobody really could tell us what was wrong with it. When I got back into town I called universal because I had heard good things. It turned out that my heat exchange was broken and was actually causing a very dangerous condition that the other companies hadn't even noticed. The sales guy from Universal actually showed me where you could see fire through the cracks and soot that he said meant that carbon monoxide was coming out! I couldn't believe that the other guys hadn't mentioned any of this!
I agreed to replace the furnace immediately and they came the next day to do it and it went exactly as I was told it would. The furnace was much quieter and stronger than my old one but actually saved us money on the gas bill at the same time. I then decided to upgrade the rest of the system this spring when more money was available and I wasn't in such a hurry. It turned out that I could have gotten a much larger tax credit with a different furnace. They gave me credit for the furnace and redid everything to get me a better tax credit and more. I couldn't be more happy. The system works great and my bills are much lower. Steve, their installation manager even came by just to double check everything. This is a very good company.
couldn't be any worse – Sales guy was good on initial return call and install quote. Installation was to be completed next day but installers couldn't figure out how to get equipment into attic.
Sales guy came back out to confirm there shouldn't be a problem, and showed what appeared to be genuine concern that "customer service" was lacking.
New set of installers came on Saturday and completed about 80% of the job. Took from 8:00 AM to 6:00 PM (at 1:00 PM sales guy told me installers would be wrapped up and on their way within an hour).
Purchased system for various rebates and $1500 tax credit. Sales guy confirmed eligibility for rebates and tax credit.
Sales guy said at 1:00 on Saturday that he would call on Monday to follow-up. That was June 26, today is Augst 13, and still have not heard from sales guy.
Installers stated on Saturday, June 26, that the main office would call on MOnday or Tuesday to arrange for them to come back and finish install (exhaust vent wasn't done, wiring board was not recognized by installers or company, and "gift" cleaner of some kind wasn't installed). Also, trim around folding stairs was removed by installers in order to fit equipment into attic, and we were told that Universal would have their "guy" come out and replace the trim so it was just like new.
Never heard from anybody until Tuesday morning, July 6, when the service/install manager called and arranged for install techs to come on Thursday to finish.
Sat at home all day Thursday, nobody showed. Called company at 5:00 to find out where they were and nobody knew a thing. Apparently the top notch customer service doesn't apply to actual customers.
Called sales guy, left message for him to call, and we are still waiting for him to return the call.
Called Dispatch supervisor as well and left message, and still waiting for him to return the call.
Service/Install manager called and arranged for install techs to come out on Tuesday, July 13.
Same installers came out on Tuesday, finished install, except for trim around folding stairs.
Equipment working and running on programmed schedule as expected. Rebates were submitted by me, and one by Universal.
Rebate rejections have been received from Georgia Power and AGL because equipment that was installed was dual-fuel system which does not qualify for rebates. Found today on-line that the system installed also does not qualify for federal tax credit of $1500.
Called and left message for sales guy again (8/13), but will put money into lottery tickets before betting he will actually return call.
Also got electric bill today (8/13) for first full period since system was entirely installed and functioning. Imagine my surprise to see the bill was 20% higher than the highest bill ever received with the old system.
In a nutshell, DO NOT DO BUSINESS WITH THIS COMPANY. Incredible ripoff artists with absolutely no care for customer service, although they "sell" the customer service aspect real well.
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