“Since my Heat Pump install in 2019, dealing with Ductworks has been nothing but a headache especially when dealing with Dennis, the service manager. For years, I've complained at each annual maintenance visit that my system sounds like a hurricane in the house and consistently I was told to just adjust the registers in the rooms, which made it louder. When asked why they couldn't adjust the dampers in the attic, I was told they couldn't be adjusted. Upon the repair visit today, Jimmy, who was a great tech, allowed me to come to the attic to check the dampers directly and come to find out, the majority of the trunk extension lines did not have dampers on them, especially those closest to the air handler, pushing out the most volume of air.

Leading to the issue that presented today, On June 4th, a surge occurred at my house leading to the compressor frying. Jimmy was great and did the assessment and stated a new compressor was needed and possibly new inverter. I was leaving for vacation soon and was hoping it could possibly be completed prior to vacation and Jimmy didn't promise but extolled the relationship Ductworks has with Carrier and that there was a Hartford distribution center in Hartford. In trying to schedule with Dennis, he was rude, off putting and presented with consistent poor customer service. But he promised that my AC would be fixed with all parts upon my return from vacation, with a scheduled appointment for June 30th. Upon arrival today, I asked Jimmy if he had all parts and said yes, he had all parts. After a couple hours, Jimmy had installed the compressor but came back with bad news. Dennis had given him the wrong inverter. Yet another appointment needed to be scheduled. I immediately got Dennis on the phone with Jimmy present to discuss and make sure we were all on the same page. Dennis did not even apologize or offer any concessions. When I asked for concessions due to the fact that my time is valuable, Dennis continued with his rude behavior and lack of customer service, never apologizing. He stated that this Thursday we could reschedule for the job to be finished and that I wouldn't have to pay til then, as if I would pay for a partially finished job today. Needless to say, I have lost all faith in Ductworks ability to manage my AC unit and would recommend to avoid using them, which is sad as I referred my neighbor to get an AC unit through them in 2019.”