Reviews
Initially thought they would be a good fit to continue to provide service on the system in the house we bought. During the latest seasonal check they diagnosed that the system had a leak which meant the ENTIRE system needed to be replaced. Rationale, because of its age. Would not diagnose the leak or provide additional information. In the fall the company recommended that the system be sealed for $3000. Note that sealing was for a system near the end of its life according to them. After seeking other opinions from other companies we were provided the following; A.) options with pros and cons, B.) a discussion of the "leak" including causes with additional options; and C.) knowledge to make the best decision.
All that said I can't recommend this company because the customer service just isn't there and the apparent motivation is just sales but no service.
2
8 years ago (04-04-2018)
I had this company install a brand new HVAC system and water heater about a year ago. They were the best price in town for sure! I used the air conditioner last summer, and have had a warm and cozy winter. Thank you so much, my systems work great and my water is so hot! Absolutely thrilled with this company.
4
8 years ago (04-04-2018)
I woke up to a cold house; my air handler blower stopped working in the middle of the night. HomeAdvisor directed me to Guy Smith. They came out same day for a diagnostic. My control board stopped sending signals to my blower— my heat worked, it just wasn’t circulating. They were able to do a temporary fix and get my house feeling warm again.
They were able to get the replacement part in quick fashion and replaced it quick.
Luckily everything was still under warranty, so it didn’t cost as much as I was thinking. Both techs were professional. Office personnel I talked to over the phone were very polite.
Happy with my experience; will update of anything changes.
5
8 years ago (06-03-2018)
Since Februrary 2018, our HVAC unit has not operated properly, the first problem: blower fan needed replacing, then a condensation leak on the outside of the unit concerning the exhaust piping, then the same piping began leaking behind the front panel, the unit's variable speed feature would not operate, then the induction motor needed replacing. Norman serviced the unit, then Brian became involved, and finally Larry performed a detailed analysis resulting in a fully operational unit. These techs were polite, arrived on time and worked diligently to find the source of the unit's problems. Guy Smith also honored their stated and written warranty. For the past 2 days Brian and Larry spent most of those days examining the unit until they were satisfied the unit operated properly. In final, I extend my thanks to Norman, Brian and Larry for spending the time and expertise to bring my HVAC unit back on line and extending the unit's life-time.
Peter Axson
5
8 years ago (22-03-2018)
09/27/2017 (UPDATE below)
Realizing I have a choice among several Heating and AC companies in the Hampton Roads area. I chose Guy Smith H&C, having never dealt with them before, and that selection was based on local reputation.
A new Goodman 2 ton/14 SEER Condenser, gas furnace, coil exchange and air handler was purchased on 9/18/2017 and installed on 9/20/2017. To start, I’m going to say three things. (1) For having a new system for exactly a week now, I have met too many Guy Smith technicians. (2) Technicians Jon (Shaffer), Phil and Gerald; superb help!! (3) Installers C. and M…..not so much.
The buying process with Jon was outstanding, he is extremely knowledgeable and a pleasure to deal with!
Installers arrived as scheduled, at about 9am and departed at 8:00PM. Way too much time for a small system and installed by supposed seasoned installer and helper. Two hours before they actually left, when my wife asked for an update/possible completion timeframe the lead responded with “another couple of hours, got to rewire a few things here…” This did not instill confidence. They left after showing the completion paperwork to my wife without fully testing/demonstrating that both heating and cooling worked. Of course, as soon as they were out of sight, the system turned on and included a LOUD howling sound of air escaping/whistling out of either the air handler or existing ducting (which had never happened before). She called the company and was told to turn the system off until another tech could come back and inspect.
Phil and Gerald were next to respond. I’ll repeat, they were outstanding, extremely knowledgeable and a pleasure to deal with! The air escaping/howling turned out to be a tape leak behind the air handler at the bottom. Not a huge deal, I can understand this happening (but, should have been corrected during the installation). They also took the time to re-tape several areas around the air handler and furnace. IN ADDITION they checked gas pressure and adjusted the high side at the furnace, tested secondary float switch and checked inside and outside for any leaks. They did a full system check knowing that the city would be here to inspect the system in 2 days. What would have been an inspection hit….installing 20 amp breakers at the compressor disconnect when the compressor is rated for 15 amps. Gerald went to the big orange store for a replacement breaker, came back and installed it. Again, a pleasure working with them! I’m hoping that their findings are also feedback to the company and original installers.
What bothers me and needs to be feedback to Guy Smith Co.;
(1.) Eleven and a half (11 ½) hours to install a system in a closet, not an attic.
(2.) At completion, no demonstration. Just sign the paperwork and go
(3.) The air escaping/howling was quite evident. Should have been resolved at that time, they clearly knew/heard it.
(4.) No mention of gas pressure checks/leak checks/safety switch checks
(5.) Over-amperage breaker installed at the compressor disconnect switch. I understand the shop was out of 15amp breakers, ok, so they couldn’t stop somewhere and buy the right size…they knowingly installed the incorrect amperage breakers. I understand the risk is slim with “new” equipment. And, the fact they never mentioned anything about it or that it should be replaced before inspection. They placed my family and house/property at risk.
(6.) This installation was unprofessional in the work ethic of the installers
I’m off my soap box. I have a new system that is now fully operational. Thank you Jon, Phil and Gerald. In the future should service calls be required I will ask for you (3) by name! In my opinion, they are the best review I can give to your company at this time.
9/28/2017 UPDATE
Thanks for contacting me Lacy!! Everyone of the issues I had are as you indicated a fixable event and an issue of attention to detail. As noted I am happy with the end result and know that you do have excellent technicians. Due to your attention and response..I'm extremely happy!
I think your back to a five star!!
3
9 years ago (28-09-2017)
