How to find a qualified heating and air contractor

How to find a qualified heating and air contractor

By DON DARE
6 News Reporter

KNOXVILLE (WATE) -- A West Knoxville couple was steamed when their new air conditioning system broke and their installer claimed he did nothing wrong.

So what do you need to know to find a reliable heat and air contractor?

For one thing, they should belong to professional organizations.

If you have a name brand unit installed, such as Carrier or Trane, check the manufacturer's Web site for authorized dealers.

The couple in this report, Leslie and Nolan Works, wasn't aware of these suggestions when they hired First Call Mechanical in Maynardville, owned by Todd Taylor.

The couple also didn't imagine their new 3 ton heat pump would stop cooling after only 14 months of use. They paid $2,300 for the unit in May 2008.

"What's it been like dealing with him?" I asked. "A nightmare. It has been an utter nightmare. We have not had a moment's rest," Nolan said.

Apparently, the new heat pump wasn't compatible with the old air handler in the garage.

Their contract reads that it has a five year warranty on labor and parts for the compressor, but when it failed to cool the couple had trouble contacting First Call.

"We came home from work one day. The house was 85 degrees. We tried to get a hold of him, couldn't. All the phone numbers were disconnected," Nolan said.

"He called me from this phone in August. It's just recently been disconnected," Leslie said, showing 6 On Your Side the numbers.

She said two other numbers for Taylor have also been disconnected.

The couple said when Taylor showed up in late August, they were told the outside unit was compatible with the air handler.

"So you had to get a new handler?" I asked. "Yes, this is the inside unit. This is the air handler. This is what Todd told us was the problem, but it was compatible. It would work," Nolan said.

Nolan paid a second company to repair and replace his air handler.

Todd Taylor told 6 On Your Side, "The system worked fine when I saw it for the first time in August. As far as I'm concerned we did nothing wrong, we installed the unit properly."

So, what happened? The couple admitted they should've done more homework.

At the Better Business Bureau, First Call Mechanical has an "F" rating that mentions complaints don't get any response.

In Clinton, heating and air conditioning business owner Tim Melton says before hiring a technician, ask if they're a member of the TVA Quality Contractor Network or if they're North American Technician Excellence (NATE) certified.

If you'd like a list of Quality Contractor Network members in your area, call your local public power company.

"So what have your technicians done to achieve this?" I asked Melton. 

"Well, they've gone through core classes, studied and taken certified tests," he explained.

Qualified heating and air companies will have a state license and some will by licensed by the city of Knoxville.

"Someone who is looking to have a system installed at their house should ask the contractor to pull a permit to protect their homeowner's insurance," Melton advised. 

For Leslie and Nolan Works, no permit was pulled when their unit was installed and they wonder about the qualifications of those at First Call Mechanical.

"We got taken and I don't want anyone else to get taken," Nolan said.

All new residential central air conditioners must have a seasonal energy efficiency ratio, or SEER, of at least 13. To qualify for energy star, it's a minimum of 14.

If you buy a new condenser, but your old air handler is certified at between 8 and 10, the two need to be compatible to operate properly.

If you have a consumer issue, call the 6 On Your Side hotline at 865-633-5974.