Hales AC

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. 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.