Alicia Air Conditioning & Heating

I am compelled to share that as a residential home owner in Lake Forest, my wife and I are thrilled 'beyond words' with the quality of service provided! The crew members were individually and collectively ethical, committed, and prudent in addition to gracious. We could NOT be more pleased!!

Their names are Scott, Josh, Trey, Robert, and Brandon. Please recognize them for being so resolute, genteel, and voracious. Indeed, they are amazing as a team.

I thank you.

Kim, Customer

11/9/2022, 9am: Associate came to do inspection of furnace/interior A/c unit in garage and outdoor A/c unit (see pics for his recs).

Associate then handed customer a brochure and advised on the benefits of merchant's A/c maintenance program. He advised that customer should start budgeting for a new system. Customer advised that he would prefer to do whatever upkeep is necessary to optimize function of his existing system as it is used infrequently and the climate is mild at his residence.

Associate advised a few times that he was awaiting quote, and he did not want to provide to customer until he was sure to ensure accuracy. Upon receiving it, Associate said "ok, I got the quote and it's not as bad as I thought: $1065". Given the good rapport established with customer, customer did not ask (nor was he offered anything in writing) to review/sign and agreed to proceed. Associate took customer's payment for the $95 visit fee. Associate advised that the paperwork would be emailed over and he left.

11/9/2022, 11am- Customer received a text message and completed post-visit survey

11/9/2022, 12:44pm- Customer received signed copy of credit card statement and unsigned copy of estimate, now with a price of $1331 (see pic); customer replied to Alicia email account asking about the $266 increase in price

11/10/2022, 9:08am- Customer called Alicia Air and spoke with General Manager. Customer advised GM about the above, and he advised that he "personally prepared the estimate" and the "Associate showed it to the Customer". Customer advised GM that no written estimate was shown to him; GM then reached out to Associate who said he "did show the customer the estimate." Customer advised that he was quoted $1065 for the work in the above context, but GM said that his business would lose money and advised customer to forgo some of the services to reduce the cost of work. Customer expressed dissatisfaction with what had occurred to GM.

Customer spoke with Alicia receptionist about timing of work. She advised that she could not confirm as "deliveries have been inconsistent but hopefully it will be on one of trucks." She advised that customer would be called to inform him of when part arrived and then could plan on visit appointment time.

11/11/22, 9am. A different Associate came to customer's residence to perform work, and customer advised that no one from Alicia had called to advise customer of visit as discussed. Customer then reiterated to Associate his ongoing concerns about the $266 increase in price, his trust issues, and the GM's assertion that the customer was shown the unsigned estimate by prior Associate, when as per the included figure shows the estimate that he had received about 2 hours after the prior Associate had departed. Customer advised that he was willing to proceed with the work but only at the originally quoted $1065.

11/11/22, 9:12am. GM called customer in reference to above and aforesaid concerns were reiterated. Given the above and an inability to reach a reasonable resolution, GM and customer decided against proceeding with work.

Most would agree that if the written estimate had been shown to the customer, it is customary to have the customer sign it to validate communication occurred and terms are agreeable.

The initial Associate who did the inspection was personable, likeable, seemed competent and reasonable, and did a nice job overall.

There are 6 other Carrier-certified dealers in Southern OC.

Over the Christmas holiday our heater went out.
It's a gas furnace only with no AC. We called Alicia Air for an estimate.
They found the furnace in lockout due to overheating and couldn't fix it. However, they gave us an estimate for $7,276.00 to replace the furnace.
A friend referred us to their service team and they were wonderful. They diagnosed the problem to the motor starter and thermostat. They were back the next day with the appropriate parts and the heat was completely restored. Their charge was $375.00 - a whopping $6,901.00 savings over Alicia Air!!

Jeffry at Alicia air was very helpful today, we had a AC problem for a while now and Jeffry is able to diagnoses the exact problem, and not only that he is also very knowledgeable about all basic ac related maintenance that yourself can do, definitely recommend

I would never use this company again... they were not transparent as to the fee the would charge. They were not efficient as to the work they did. Next thing you know, I was billed over $600 for a simple thermostat communication error on equipment they originally installed. The tech was not honest and forthright about what was done, and decided to make up stories about our communication. Trust me look somewhere else, bad business practices!

This company is disorganized. I used them previously (based on recommendation of my realtor) and had difficulty scheduling an evaluation of our HVAC system, but eventually after multiple phone calls and follow up on my part, I was able to schedule a time. Their administrative team promises follow up on a specific date and time, then does not follow up.
Despite these failures, they did a good job and the tech was very friendly and recommended a yearly maintenance check. Fast forward one year, I scheduled the check for a 3 hour window. The time came and went without a call from Alicia Air. At the 4-1/2 hour mark, I received an automated text stating the technician was on his way. 35 minutes after that, I received a call to tell me the tech would be there in 25 minutes. This was now 2-1/2 hours from the end of the window of time we scheduled. I was unable to accommodate because I had another appointment for which I had to leave. The woman who called asked if I wanted to reschedule and I told her that this a pattern with their company so I will take my business elsewhere. She responded with "ok" and we concluded the call. If you want the frustration of working with a disorganized team and don't mind having your time wasted, then this is a good company for you to use.

Had a good experience with Alicia Air. They were responsive, always picked up the phone timely, and were professional. The only thing that I disliked is that they don't disclose the cost of parts vs. labor, which makes the price seem arbitrary.

This "company" installed a new $13K hvac system last summer. This summer it crapped out. They sent a 'tech' who came and "fixed " it; entered my home (I was at work and left the house open for them) did something, left no paperwork, no explanation of what went wrong, what do do if it happened again, NOTHING. A week later the system broke down AGAIN. 87F in the house. Do yourself a favor and avoid this Mickey Mouse "company". Completely useless and expensive. Some had great luck with them, some haven't. If you want to take a chance go Ahead but know what to possibly expect.

I understand that Covid has had a negative impact on businesses however I would expect that a well established business would have a better way of communicating any issues with their customers. Customer service is everything.

When I called to get an estimate on a new air conditioner, after our current system blew out, I spoke with a man who was lackluster (to say the least) on the phone. He almost seemed perturbed that I had called. He took my name and number and said he would pass my info onto one of the technicians and they would call me back. This was on a Saturday, and by Monday night I have yet to hear back. Alicia Air apparently doesn't need my business.

Just had a Samsung VRV system fixed in a matter of no time by Matt! Had 3 prior AC companies come out and all tell me different things, wild quotes and one told me I needed a new system. Matt, the nicest guy and honest, checked it out and had the system back up. A price cannot be put on someone who is attentive & professional! Will 1000% refer