RR Electric, Heating & Air

This review is for homeowners considering replacing their HVAC system, especially if you value knowledgeable technicians and professional service when spending tens of thousands of dollars on a major home upgrade. I wish someone had shared this advice with me before I chose RR Electric Heating & Air: look elsewhere. After getting several quotes from different HVAC companies, I chose RR, not because they were the cheapest, but because their sales representative assured me their technicians were “the best in the business” and that the company took exceptional pride in its work. I was willing to pay more for the peace of mind that the installation would be done correctly and professionally. Unfortunately, that confidence was completely misplaced. As soon as I agreed to move forward, the sales rep immediately pushed to remove my existing HVAC system during that same visit, before the scheduled installation date. This would have left my home without air conditioning until the install appointment. When I questioned this, he casually admitted it was a tactic they sometimes use to make sure customers don’t back out after signing. That alone should have been my first red flag. Installation day itself was disorganized. One technician appeared experienced, while another seemed inexperienced and was largely left unsupervised. At one point, the outdoor condenser unit was installed backwards, leaving the control panel, wiring, and refrigerant lines facing directly into my garden. Instead of a clean installation, the front of the unit exposed pipes and cables running from the house into the system. When I asked about it, the technician said RR installs units this way so the maintenance panel is easier for technicians to access. This explanation did not make sense, as standard HVAC installations routinely maintain service access without exposing wiring and piping toward the living space. I ultimately insisted the unit be rotated and installed correctly, which was done only after I raised the issue. I also recommended to the techs (and RR) that they ask the customer before making decisions like that themselves... During the installation, a technician also went onto my roof to adjust the furnace vent and damaged multiple roof shingles in the process. I only discovered this later when inspecting the roof myself. To their credit, RR did eventually pay for the shingles to be repaired, but again, this was damage that should never have occurred. After the install, RR was supposed to coordinate the required city inspection for the system. Instead, I had to chase them for five months and make multiple phone calls just to get the process moving. This was far from the level of service that had been promised. Nearly a year later, RR had to return to fix what they described as “a couple of small gas leaks” in the furnace installed in my attic. Around the same time, they offered what was described as a “complimentary electrical inspection.” We were under the impression this inspection was related to the HVAC system, especially given the earlier gas leak and the one-year HVAC maintenance that was included with the install. Instead, an electrician arrived (someone who does not touch HVAC systems), began removing outlets from the walls, and told my tenant that the entire electrical system was overloaded and could potentially start a fire. Shortly afterward, I received an $18,000 estimate to replace the home’s electrical system. This was alarming for several reasons. RR had previously inspected the electrical panel during the HVAC installation and confirmed it could handle the new system. The home was fully renovated in 2012 so "old wiring" was incorrect. No electrical work had ever been performed by RR prior to this visit. It was clearly wasn't an inspection related to the HVAC system and more like a high-pressure attempt to sell a massive electrical job. When I spoke with RR’s electrical manager, he told me the electrician had been instructed not to discuss the estimate with the tenant and only with the landlord. Something the technician ignored. He said he would investigate and call me back. He never did. I followed up again asking for the electrician’s license number after she had been pulling outlets out of my walls. I was told I would receive a call back. That call also never came. This has been, without question, the worst home improvement experience I’ve ever had. Between questionable sales tactics, installation mistakes, roof damage, gas leaks, poor communication, and an unexplained $18,000 electrical proposal, the experience has been exhausting and disappointing. I have kept records of these interactions and repairs, and I share this experience so other homeowners can make a fully informed decision before committing to a major project with this company. If you are currently comparing HVAC companies, I strongly recommend doing thorough due diligence and considering alternatives before choosing RR Electric Heating & Air.