New HVAC in Sarasota.

1. The wrong condensing unit was installed—a Merit instead of the Elite model specified in my contract. If I hadn’t checked the unit’s tag myself, this expensive mistake would have gone unnoticed for the unit’s entire lifespan. Although the correct unit was eventually installed, no explanation was ever given for the error. Caveat emptor. 2. After installation, my credit card was charged multiple times for the $15,200 cost. I had to call Hale’s office repeatedly to reverse the extra charges. No one explained why this happened, and it was only resolved because I followed up myself. 3. For a month after installation, I called every few days requesting an invoice listing the installed equipment’s model and serial numbers, along with a copy of the permit, to apply for a Duke Energy rebate. This simple request proved difficult. After a month of persistence, I received an invoice without serial numbers. I eventually found the permit online myself. The office seems unable to handle non-routine requests or follow through accurately. 4. After a month, I called three times asking for management to contact me regarding these issues and the installation itself. No one ever got back to me. 5. Permitting was complicated by two major hurricanes in Fall 2024, requiring a permitting official to visit my home multiple times due to repeated inspection failures. The last failure was due to the technician not checking a box on the AHU sticker indicating the heat strip type. It would have been helpful to be notified when installation was approved, as requested—I wrongly assumed it was. About a month ago, I received a letter from the City of Seminole stating the permit had expired and the installer might be reported to the state licensing office. I informed Hale's, and only then did they arrange for the permitting official to return and finalize the inspection—well over a year after the initial installation. This would not have happened if I hadn’t reported the letter. 6. In December, I was called to renew my service contract on all three systems in my home (all installed by Hale’s), but the free preventive maintenance contract offered with the new unit was not honored. Neither I nor the representative could explain why. I pointed out that the new unit didn’t require maintenance yet, and was still under warranty. I asked to have someone check with management and respond, but received no follow-up. 7. More recently, after voicemails about owing money for preventive maintenance, I called again and learned that Hale’s wanted to charge me in advance for this year’s maintenance on all three systems. The person I spoke to—who had previously promised to look into the free maintenance—had no record of our earlier conversation, and still couldn’t answer my question. I decided not to continue servicing my units with Hale’s and informed them. To be fair, the installation and maintenance crews were courteous, aside from the error with the wrong unit. My main concern is the repeated mistakes and persistent lack of accurate information from the company, which led me to end the relationship. The inability to reach a manager when requested is a major red flag, reflecting either poor phone representative training or an unwillingness from senior management to engage with customer issues. The number of messages left without a response became way too egregious despite my extreme patience. Out of town ownership too focused on profits. Note: Hale’s is listed as a Lennox Premier dealer on Lennox’s corporate website, but I suspect that rating reflects past ownership’s performance. For new customers, I strongly recommend proceeding with caution, double-checking their work, or even shopping around for providers with better recent reviews regarding service and communication. I think I was more than fair in allowing them to respond appropriately but it did not happen.

Robert Landis

We got a brand new AC installed from them, to only months later realize due to a stain on my shower ceiling that had been leaking for God knows how long due to them not installing proper the coils and having it fully and properly sealed and insulated. We have called this entire week and emailed with NO ANSWER from the owners, only to have our ceiling wet growing mold and costing lots of money that they are now responsible for. I will update this review if they contact us finally to take care of this issue, otherwise I will make sure to take this everywhere and see it through. So far as of today DO NOT RECOMMEND AND WILL SAY RUUUNNNNNNN AWAY FROM THIS BUSINESS THAT HAS NO ACCOUNTABILITY. PS. You guys say to contact you, yet we tried every single day and you never answer the phone other than a fake AI person who never returns phone calls back and also you never replied to any email for the damages you cause that my husband sent you. We will have to report you guys at this point to different organizations.

nat D

This has been a very bad experience. This ac unit is less than a year old. It's been leaking since it was put in. They put in a new condenser coil and smashed all the metal fins all the way around the top. The tech testing for leaks over pressurize until it blew off the gauges. Now it needs a new coil. The air handler is saturated with water. Float wires were hanging in the water. It's completely rusted and corroded. The supervisor told me it's OK to put in a new coil with all that wetness. The electrical part of the handler is also wet and shows corrosion on all the parts. I told the manager Caitlin that I wanted a new air handler, she told me 'that's not how this works". I called Daikin and they said that is corrosion when the supervisor from Hales said it's from the manufacturer. I called goodman and they said wet insulation is not "ok". The city inspector said not to let them back into the home. Paid almost $14000. The insulation is still wet after 2 months of not working. In the picture it shows a brand-new coil that they were going put it in and I said no.

deann