1,700% markup of parts. Shady business practices and shady billing.Company refused to provide an itemized bill. They asked me not to post how they charge. Technician drove to Home Depot to get a $16 part. I was charged $95 to "order and ship" the part, and $284 for the part. Was quoted $248 for the work, got charged $486. They made a nickel on one day, and lost my trust. When I called, they said if I get their service agreement, I'll get a 15% discount on parts. Really? So my 1,700% markup becomes a bargain of 1,500%? Advertising service call charges, and then adding, "plus parts" is shady when the markup is so high. Just charge the higher rates, with a modest markup. When I told them I was leaving this review, they made it clear they wanted me to focus on the technician and service, and specifically asked me not to talk about how they bill or how I was charged. What does that tell you? Proceed with caution.
Update May 2022: Flash ahead three years from the installation of this unit and we discovered that Norfolk Air failed to properly configure a sensor (not even wired ) inside the handler with an emergency shutoff in the event of a water backup resulting in water damage to our ceiling. Perfect....If I could give a negative star I would but the system won't allow me to...this Company sold us a new AC unit in March 2019. In May 0f 2020 after two different Norfolk Air technicians came out and confirmed the 14 month compressor was shot (the second Norfolk Air technician was sent to confirm the first technician's diagnose) they would replace the compressor since it was under warranty as long as we paid them $1700 for the repair for a unit that was less than 14 months old. After discussing with the manager he stated that there was nothing more they could do for us but charge that amount if we wanted it replaced. Do the math... a 2-3 hour repair was going to equate to $556 to $850 per hour. I don't think the medical field makes that kind of money. Run away from a company like this that won't stand behind their work!!!
Fantastic company. Tyler Gilbert is the true to word, definition, for professionalism. He is extremely knowledgeable, creditable and precise about getting whatever concerns or question you have, resolved. The team at Norfolk Air are all phenomenal experts at their craft as well as being outstandingly reliable. They get the job done right the first time and if there happens to be just the slightest issue, its corrected ASAP. Highly recommend Norfolk Air over any other HVAC, plumbing or electrical company out there.
Rick Higgins did a great job working with me and helping me make a final decision on my HVAC system. Cody Powers did a great job installing it. He was personable and professional. I like that they offer various services, not just HVAC.
Possibly a good company for larger-scale repairs and installations, but don't trust them for diagnostics.Grossly overpriced and poor explanation of fee structure. I was charged about a month and a half after my "work" had been completed, at a few times the cost of other options. Too bad, too, because I'll need a new unit over the next 1-2 years.
First I was told the technician would be at the house between 10a-2p, then upon calling the technician he stated that they have me under a 3pm appointment so after taking off the entire day he comes at 3. When I called to make the appointment I asked about the base cost for them to come and was told $80, but the reality is that the cost is over $160 for them to just come and look even though I already knew what the problem was. It is absolutely unacceptable for the price of walking in my door to be double what I was told over the phone. I feel like they were trying to scam me because I could not say no to the cost even though I was not properly notified. Will never be doing business with this company again. Also when I asked how much the refrigerant would be they told me they were unable to give me that answer. So does that mean you just wait to pick a number to charge me? Cannot believe this.
Thank you Norfolk Air and Walter (Tech.)Our Technician Walter from Norfolk Air was on time, very professional. Talked in terms we understood. Explained what was going on thoroughly. Turned out to be the circuit board. Hybrid air installed it in 2017 and will not honor their contract of 10 yrs parts and labor. After a month with no heat and they said that the parts were local, but now they need to order them. Walter found out what was going on ran out picked up the parts installed Bingo "the heat is on" thank you Walter and Norfolk Air.Mr and Mrs Timothy L Hopkins
I have had some issues with my A/C and heating unit. All the technicians have been prompt and professional however Justin went above and beyond by explaining the reason my new blower motor failed and very quickly got it repaired. He was courteous, professional, and got my unit back up and running quickly. Thank you Justin for excellent service!
Bill, service tech, was very friendly/personable. got right to the heart of the problem and fixed it. Bill then stayed to make sure the heater was working properly. he also took the time to make sure i understood the problem and fix. GREAT job!
The Plumbers were very well informed and thorough with their work, as well as when they explained what needed to be done.The AC dude was very quiet but worked thoroughly. He answered any questions I had without hesitation.Overall this a very professional and efficient company. I will definitely continue to use their services.Update Apr 16: Still great service!
Our two gas fireplaces would not work. Justin arrived on time and was very professional. He quickly found the issues and resolved them immediately. Both fireplaces are operating correctly and they look great. We can’t thank Justin and Norfolk Air enough for their thoroughness with this issue and the repair cost was extremely reasonable. Norfolk Air has a lifetime customer!
Both Times we had issues with our sewage and both times my wife and I had a great customer service experience. Thanks to the Hard work of Devin, John and Jake tonight for helping us out and explain why our mainline keeps clogging. They definitely went above and beyond. We will definitely be going through this Company to replace our Mainline. You guys are fantastic.
I still say the owner of this company is an, well, he’s not a pleasant person but use your imagination here, it won’t be wrong. But I’m rating this today based on the Technician Cassidy Brooks. In the several years that I’ve had the HVAC and AC unit, he is the ONLY technician that actually seemed to do annual service and cleaning. The rest each past year, in and out in a very short time. Cassidy actually cares and did great work. Cassidy is also the one that fixed my thermostat when the first guy screwed it up bad so hey, ask for Cassidy for your services.
Lamont was very kind and professional. Half of the electrical in our upstairs stopped working. He stayed for hours trying to figure out the issue. He got it done and was even super sweet to my giant dog. 100% recommend!
I have a older GEOTHERMAL unit within my home that was not heating. I had a previous diagnosis from a separate HVAC company, that stated a faulty water pump that cost over ($1800) to repair. I called Norfolk Air to get a second opinion. The technician (Matt) arrived on time, and was able to quickly diagnose the problem (low coolant) as well as check the water pump which was in excellent condition. He added more coolant/refrigerant and performed a separate wellness check for my two units. The cost is considerably less than what I was mis-quoted from the prior service. In addition, Matt gave me mindful recommendations on Geothermal maintenance that could help me save me money down the road. I will definitely use this company again.
They replaced a wax seal on the first floor toilet a couple of months ago. It never made a proper seal and was leaking under the toilet. The toilet was also not fully secured again and wobbled.I bought shims and another wax ring thinking my floor wasn’t right. Turns out they just didn’t install it correctly. Put a new wax ring on and secured the toilet myself and now it’s fine, no wobble or leak.The picture is of the wax ring they had installed, you can see it never made contact with the base of the toilet.Very simple repair we made the mistake of paying for. they were here for other work as well so just let them include it in the bill, now I’m worried about the rest of the work as well.Do not recommend this company at all.They also do not deduct the price of the estimate from the bill like other places do.
I don’t usually write reviews, but Norfolk Air is absolutely amazing and has gained a customer for life. As a first-time homeowner, I was clueless about the maintenance that needed to be performed on my home. Cassidy performed my HVAC maintenance on both outdoor units and communicated with me throughout the entire process. He went over his recommendations in terms that I could understand, and he took safety precautions by wearing a mask and shoe guards when he entered the interior. My outdoor units looked pristine when he finished. I was also having issues with my 8 year old tankless water heater not producing hot water due to an error code. Other local companies offered zero empathy for my situation, but Chuck reassured me that Norfolk Air could possibly repair my existing water heater. He referred me to another technician and assisted me in scheduling a follow-up appointment. Marvin, along with Darrion and Marcus, troubleshooted the unit to resolve a possible ignition issue. They informed me of their findings before making some of the necessary repairs, and the repairs were super affordable. Marvin also kept me informed regarding a backordered replacement part, which made me feel even more like a valued customer. When I decided to install a new water heater, he and Darrion carefully replaced the existing unit with the one that I purchased. They inspected the connections and performed testing to make sure that the hot water was working before they left. So thankful for this company’s excellent customer service, professional technicians, and quality work!
One star because they will charge you $89 just to show up. No service is rendered. Nothing. You pay them $89 to come to your house, then they charge you for whatever they do or don't. The guy spent 10 min in my house, told me There may or may not be a leak in my HVAC and it would cost $500 just to check. Told me my freon was gone but couldn't tell me how many pounds I would need, just that the first pound would be $200 and $100 every pound after that. All in all it cost me $176 dollars for no services at all. Stay away or get a quote up front for what they will or will not do.
Usually quality service for HVAC, plumbing, and electrical. Somewhat large company that can typically be available and respond to emergency situations and easily schedule planned visits. But very expensive. Further, they only do lump sum billing and don't break out the costs. Honestly, at least half the time they have to come back for a follow-up to address something forgotten or done incorrectly - and they love to charge for it. Having said this, I've had worse experience with other companies.
Daniel Barnett and Co. We're awesome!!! These guys showed up on time for a removal of my old heat pump and installed the new one in under 5 hours! Very clean install and very satisfied with the result. Thanks guys.
Norfolk Heating and Air repaired my HVAC system. The heat to my home had gone out. They sent a service technician out the same day, who quickly diagnosed the culprit, a bad blower motor. It was installed the next morning and now the heat is working great. Can't say enough good things about this company. Their repair technicians are a cut above the rest.
We use Norfolk Air for our heating/ac, plumbing and electrical. Wes and Lamont came and did a great job. We had the electrical panel replaced and a repair under the house. Super good job, fast and efficient. They know their stuff. Reliable and professional.
$338 in the hole for them to disconnect our heat, and as an added bonus they want an additional $1K to replace a $100 plug and play part. Originally installed unit, thought they would be best for a repair, We were so wrong. $89 for them to come out, at the door suddenly was an additional $89 for them to look at the unit? Suddenly additional $150 to “find” the problem. What? Would never recommend Norfolk Air Heating and Cooling. They are in business to overcharge and sell future bills disguised as a service plan.
I had a 120v electrical outlet and a natural gas line installed for a gas stove installation. The two employees that came to the house were professional, respectful, and did a good job. The reduced stars are due to the scheduling, rescheduling, and then showing up 4 hours after the rescheduled show up window. After multiple calls expressing concerns, since we are a dual working couple, work schedules had to be shifted, changed, and ultimately several meetings were missed. It was extremely inconvenient. The supervisor was apologetic, for the multi-time shifts and also apologized for not communicating the changes. Although appreciative, this was a situation that was absolutely deserving of a convenience discount to compensate for lost wages, work scheduling, and overall inconvenience. Other than that, things were as expected.
I had an emergency situation with an old water heater that died and was leaking. I tired to drain it without success to minimize the water damage. Norfolk Air, Heating, Cooling was the only company that responded right away, listened to my story, and tried to help me as quickly as possible. Erin worked hard to answer my questions and coordinate the logistics of having my water heater I purchased at Home Depot picked up... She was great. Within a couple of hours, I had a technician arrive. Devin did a great job. He and there tech were polite, and they were professional. I was very satisfied with their service. They are a more expensive company to use, so I am glad their service matched.
Starting the moment I set the service appointment, the office was extremely professional and communicative. I received text reminders and confirmations right up until my technicians were on their way to my house! They even send a photo of the actual technician and a link to track where they are on the route to my home. I appreciate this extra security feature! Both technicians, John and Darion, were once again, very professional and friendly. They went above and beyond in answering all of my numerous questions and explaining the new equipment to me. Would definitely call Norfolk Air again!! Thank you!
***Update 22Feb22***Another fantastic interaction from thus company. A team showed up in the advice of Matt Smith the previous day and the work was performed to bring my heat pump up to standards electrically. Lamont and Steven were punctual, professional and explained all the details of the work to be performed in advance. They took care of business and left my house in better condition than they found it! Once again grade A service, I would recommend them to family and neighbors alike(in fact they are at my neighbors house now helping him out)!***Update 21Feb22***As stated in the previous review I stayed with Norfolk Air, Heating and cooling. This time I had an issue with heat and Matt Smith showed up. The story is so similar to mum first experience I'm shocked but he too was a technical master and was very professional in his diagnosis for repair. Before he was gone the heat worked agai. And all was well, additionally he called about 10 minutes after leaving asking if he could come back and just take another look to make sure everything was just right with my system. That is another example of unsurpassed professional behavior in a business where I have been burned by the other companies more times than I care to share. Please give them a shot so far I am 2/2 in perfect service calls and I even signed up for their annual maintenance program!***Previous review June 2021***Emanuel was promt and courteous. A very knowledgeable technical master that was able to quickly diagnose and correct my air conditioning under hot and uncomfortable conditions. He is a true service pro. After multiple bad experiences with other companies this is truly refreshing. I will be staying with Norfolk Air Heating and Cooling from now on. Well done, highly recommend especially the tech Emanuel! Thanks again!
Lamont was wonderfully helpful, professional, and did an excellent job of making me aware of all costs associated with our required services and what additional options (I.e. Membership) were available.Will definitely use their service again.Will definitely
I have used their plumbing services twice to help with my kitchen sink and they have been extremely helpful. Twice Mr. John Edmonds has been our plumber and he has been nothing but professional and helpful. He thoroughly explains the issues and fixes everything in a timely manner. Would definitely recommend requesting Mr. Edmonds to come out to my residence in the future for any and all plumbing issues.
Us at RedSail Property Management have used Norfolk Air Heating Cooling Plumbing Electrical to service our clients homes and they always do a fabulous job, offer competitive, affordable rates and are super accommodating with deadlines and schedules.
Prompt and professional electrical diagnostics, and a clear explanation of the repair and upgrade options. The team was very patient with two small kiddos attempting to supervise their service as well. I am always happy with their service.
On a planned maintenance contract … they call and remind you to schedule it. Electrical panel / gfi and fire detectors checked today. Found one issue and fixed. HVAC units also being serviced today and inspected for any issues.All techs are polite and wore clean booties over their boots inside the house. Excellent customer service.
02/11/22 update:We did decide to replace our furnace and AC using Norfolk Air. Brandon arrived on time and ready to work. He and the crew were courteous, knowledgable and focused on the job. They were done in good time considering they had to remove the old furnace and AC, make duct and mounting modifications and install new units. Brandon then tested the system and answered all my questions.They were easy to work with and did a great job!......................................................................01/31/22:It starts with calling in with a request or problem and the people answering the phones at Norfolk Air are always polite and professional. This time I spoke with Erin and she is very good at her job. She actually listens to what your needs are and sets up the appointments. She is representative of others I have worked with and I thought it was time to recognize this side of the business.The technician, Markland came over and diagnosed the problem we are having with our heat. Again we were treated professionally and courteously. Unfortunately the underlying problem is that our furnace is about 20 years old and like an old car, maintenance is getting expensive enough to consider a new system.
Service was professional, friendly, and super quick. A technician was at my house within two hours for a routine request. They were respectful of keeping my house clean, worked to get me the best deal, and were great at explaining the problem and options to fix it. overall, I was very impressed with Norfolk Air.
I absolutely love Norfolk Air Heating, Cooling & Plumbing. They are always reliable, their technicians are wonderful- always very courteous, thorough and go the extra mile when necessary. The office staff is always friendly and helpful. Additionally, (something I think is great) they will text you a photo of the technician and an eta when the technician is on their way. Grateful for their services!
First they told me it was 89 dollars for a diagnosis. Okay cool no problem. I then find out that 89 was for them to show up it was another 70 for them to run a system test.But they couldn't give me a estimate until the next day. So I'm out of 175 dollars with no results. Something told me to get a second appointment before they gave me a quote so I did. The results came in and they offered 2k to fix it but my second opinion showed me pictures they also told me my unit caught fire and showed all the damage to my system. Needless to say I went with the second opinion and they are replacing my whole system for me when Norfolk Air didn't even recommend the option or give me the information
Technician John Edmonds was great!! Found everything that was wrong quick. Got us fixed up and made sure everything was good to go before he left. Definitely will be asking for him if i need anything else.
bad day. plumbers from Tweedle Dee & Dumber came. did nothing. said “we caint go under ur house! and we the caint go upn on the roof cause we didnt bring the BIG ladder and uh its ICY too. in other words: did nothing, insisted on their service fee for doing nothing and left. thank god our next call was to Norfolk Air. john and his cohort listened, analyzed, went up on the NOT AT ALL ICY roof (for which NO ONE needs a big ladder as its a 1950s one story ranch. these guys jetted out the clog and voila! we once again had a working water/sewer system pricey but totally worth it. do yourself a favor call and ask for John. cool guy, good guy.
Amazing work and super reliable. John and his co-workers Did an amazing job getting my heat turned back on which started at 9pm and didn’t end until 2am. John worked extremely hard and efficiently to ensure my heat would turn back on before officially leaving. I highly recommend the use of Norfolk air to anyone who needs any task done regarding any of their services. 5/5 stars.
Anthony came and serviced my hvac unit. Anthony thank you so much for the awesome and quick service. Anthony was awesome to deal with around my son and i great service did not try to upsell me at all!!! Thank you again
Will never use again. Had gas leak which they charged 100$ for svc call... Fine. Then estimate another 400+$ for a valve replacement which was only a 30$ part. Repair didn't fix it. They came out three times total and still couldn't resolve the leak. Could never get them to send me an invoice for price break down of what actual charges were. Third time out they just gave up and said i need a plumber... Um.. Your company does plumbing so why tell me to call someone else? I've now spent 500$ had multiple visits by different people from the company with no success. and now im off looking for another company.........Update::: Upon seeing the review above, the management called me to rectify the situation. They sent out another tech and supervisor to solve the leak(s). They stayed much longer this time and were far more talkative/drescriptive as to what was going on. The issue has stayed resolved for a couple weeks now. The owner also called to follow up after seeing this review. Hopefully the business in the future does the same level of work that the third tech and supervisor did.