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Jillian Smyth Butleron Google

2 months ago

I have been a loyal Patterson Heating & Air customer for years. In the last five years, I’ve purchased two new York HVAC systems from them and have continuously paid for their annual maintenance plan, which includes two inspections per year. Unfortunately, despite that investment, I have experienced ongoing and significant problems with both systems—especially my downstairs unit. Since installation, I’ve dealt with multiple refrigerant leaks, a failed thermostat that had to be replaced after being fried, new piping and wiring repairs, and a system that consistently struggles to maintain the temperature I set during both summer and winter. It seems like something breaks every six months. Most recently, I called in May because my system was struggling to keep up with the heat. Patterson performed my scheduled maintenance and told me everything looked fine. Less than 24 hours later, I had to call back because the system was still not cooling properly. This time, my technician identified a refrigerant-related issue and fixed it. If the problem was present the day after maintenance, why wasn’t it identified during the inspection? Fast forward less than a month later, and both my upstairs and downstairs systems were again unable to maintain the set temperature. When I called, I was told that it was “normal” for systems to struggle on days in the 90s and that the issue would likely correct itself overnight. I find that response unacceptable for HVAC systems that are less than five years old. A properly functioning system should be able to maintain a reasonable indoor temperature during a typical North Carolina summer. What was even more frustrating was the lack of communication. After repeatedly requesting assistance as my home’s temperature climbed from 78 to 81 degrees, I had to make multiple follow-up calls throughout the day before receiving any meaningful update. No one proactively called me back despite several assurances that someone would. The one bright spot throughout all of this has been Andrew, my technician. He has always been professional, knowledgeable, responsive, and genuinely caring. He is the reason this review isn’t even lower. Unfortunately, great technicians can only do so much when the equipment continues to fail and customer concerns aren’t treated with urgency. During this latest visit, Andrew determined that the control board had failed. Because it was late on a Friday, additional diagnostics and potentially parts replacement would have to wait until the following week. At this point, after years of recurring failures, repairs, service calls, and ongoing maintenance fees, I no longer have confidence in this system. It feels like a lemon. I have spent a significant amount of money with Patterson and have remained patient and understanding through issue after issue. However, I have reached my limit. I would appreciate a call from a manager or owner to discuss a permanent solution because I do not believe a system requiring this many repairs within five years is acceptable.

Bria Echolson Google

2 months ago

Ray was excellent! He was kind and great communicator. He made sure that our AC system was back up and running the same day with fantastic results. I called in need of the repair. I definitely plan on going to him when it comes to AC/Heating repairs. Thanks to him I don’t have worry about sweating in my house anymore! Thank you so much, Ray!

N.M.on Google

6 months ago

I want to give a special shout out to Fosnel for his awesome diligence, patience, and customer service. Thank you!! In general, I am grateful we went with Patterson for our HVAC replacement. It is a huge investment and I really appreciate how responsive they are and quickly they have been available to help us out during these cold months. I feel like their techs have true care and concern about getting your issues resolved and keeping your home comfortable. Thanks to the full team and Ms. Susan for always being so sweet :)

Sheila Cassidyon Google

2 months ago

Fosnel was quick to address my ac issue. Very professional, explained the issues regarding my frozen ac and had things up, running and cooling. He was very polite and knowledgeable and his humor went a long way.He went above and beyond. Thanks, Fosnel and Patterson Air. I’m planning to set up a maintenance plan because, yall will be my go to in the future.

Stephanie Hardingon Google

3 months ago

I would like to compliment Ray, he serviced our Air Condition system today. This young man was so polite, kind and very knowledgeable about his job. He provided us with helpful advice and tips on how to keep our unit running smoothly. I signed up for our next appointment early because of him. I will definitely be recommending him to family and friends. Great job Ray!