The Air Conditioning Company Avis 580

This was my first ever AC installation. I had no clue. The AC Co guided me through the process, appointed a surveyor, installed quickly and efficiently (and very cleanly, important!) and were always at the end of the phone for questions and advice. I'm very happy with the unit and condenser and have taken out their maintenance plan.

I was researching air conditioning companies and was initially feeling confident and positive about this company but for a balanced view I started to look at the 1 star ratings as well. I have to say, that reading through this was eye opening. Every single negative review has been answered quite rudely but the company. I have never seen a company not apologies every now and then! The way they respond, it is as if everything they are accused off is totally and the fault of the customer. While some of the complaints will likely be unreasonable, it doesn’t seem believable to me the company is never at fault. We are all human.
Based on the way they respond to complaints I have decided this company is too risky to use. In case anything did go wrong you already know what is in store - being blamed, not being supported etc.

Great air con and super installation by a very professional team.

The service I received from The Air Conditioning Company was amazing. Excellent communication from start to finish. The staff were very helpful, especially with answering my questions, I had quite a few as it was my first time having an AC unit installed in my home.
The engineers who came to install the AC unit did a brilliant job, they were polite and professional (and tidy which was an added bonus!)
I used the AC during the ‘mini heatwave’ and it worked fabulously – thank you again!

Gary and the team supplied and commissioned my heat pump. I am so glad I used them as the plumber had quoted on supplying and installing without supervision. Gary picked up so many mistakes on the plumbers installation of the heat pump, which would have made it work very inefficiently. They couldn't have been more helpful going out of their way we phone support and additional site visits.

Excellent service! Everyone arrived promptly and installed our air con with great ease and efficiency. They took the time to ensure we fully understood how the air con worked too. Cannot fault them!

Great showroom, great service and the guys who installed were superb. Such a neat job and well thought through. We are delighted. We had extra warmth in the winter and will be cool as a cucumber in the summer!

A great and professional company to deal with.
The fitters Dimitri and Ismail were very pleasant, they were very tidy workers and have done a really neat job.
Thank you.
Sally

Same day service. Ron is a very professional and knowledgeable technician.

Fabulous service. Quick to respond to queries, fantastic reliability, professionalism and helpfulness during the installation.
My mother was particularly impressed with how tidy and efficient the engineers were.
We would have no hesitation in highly recommending this company.

We wanted air conditioning for 2 rooms. from the moment we approached the air conditioning Company we received a prompt and pleasant service. A helpful surveyor talked us through the process, showed us how it would be installed and a quick quote was provided. The installers were really nice and did their work in two and a half days with the minimum of fuss. Delighted with the professional service given

As a qualified building surveyor (retired) with over thirty years of residential property experience, I believe that I am qualified to offer a credible opinion.


Whilst I am acutely aware that the customer is not always right, rarely have I experienced a business with such a focus on £revenue and an apparently relentless thirst to ‘always be right’. Things don't always go to plan and I tend to judge a business on how they react in less advantageous situations.

When challenged, receiving anonymous letters from the Chairman’s Office ‘force-feeding’ terms and conditions and threats of legal action are less than useful.


Buying from a small family business (29 employees on last HMRC filing), can present considerable consumer risk. Whilst the sales department use 'the family' to project a caring profile, the reality can be that the consumer has no meaningful way to escalate a complaint beyond ‘the family’.

Unfortunately in my circumstance, the veneer of slick selling and glossy vans soon wore thin after placing my £21,500 order. I then met ‘the family’ in a different light.


Generally the installation work was good but the project was littered with small errors, all causing avoidable delays. ‘Oops! It doesn't fit’ leading to repeat manufacturing. ‘On trial’ engineers left to install units ‘wonky', drainage piping up hill causing the need for a noisy pump. The company accepted responsibility and we all moved on.



In my opinion, routine maintenance was eye-wateringly expensive and poor value. My alarm bell rings when a business writes to offer services whilst highlighting, and in my opinion, weaponising against a perceived benefit of having a 10 Year Warranty. ‘If you don't have the service, your warranty will be void’ all sounds like 24 carat gold hand-cuffs to me. I concluded.. smoke and mirrors to secure high value routine servicing revenue and I wasn't playing ball.

Despite the reminders, I accepted that their warranty offering would be void. Sure enough, they seemed to delight in confirming that I was VOID on numerous occasions since.



In 2022, after the manufacturers warranty had expired, we finished shielding during covid and we felt it was financially justified, we decided to ‘bite the bullet’ and paid for routine servicing. Nothing too technical, a few checks, a quick vacuum and a puff of spray and they were gone. I calculated at nearly £500 per hour.


In late 2022 Virgin sent us a new router. As the WiFi modules had been hidden within the air-con units (despite manufactures instructions), I found myself calling the business again in 2023. Rather than a separate repair call, they kindly agreed that if they came to do a service, they would rectify the WiFi issue, within the price of a service. Unfortunately they did not connect the WiFi while stating they would send someone else, come back, sorry, etc etc. They never came back!


In early 2024 I asked when the engineer would return. ‘The engineer doesn't work here now’, ’Were not IT experts’ when I questioned their moral liability, but suddenly they have IT experts when the open-ended, price per hour quoting started for a visit in 2024.



I am not an IT expert but I fixed the problem myself once I knew the WiFi modules were hidden. Why were they hidden? Secure £visits?

Whilst I have made no attempt to claim on any warranty provided by this company, their continued passive-aggressive dialogue linked to revenue generating offerings combined with the need to continually remind me that mine is void, all left me curious, curious enough to obtain an expert opinion... "It’s a Swiss cheese!".. he stated. "In my opinion... so many holes if/when you ever attempt a claim" he concluded.

Just parts (no labour costs) for 7 out of the 10 years whilst I am exposed to the right to increase labour rates by 8% above inflation each year! Over 10 years that's extortionate exposure in my opinion.

An open-ended list of parts excluded, leaving the consumer to attempt to understand the equipment to support a claim.

In my opinion and experience, if you are going to use a small family business and want a robust warranty, insist on a fair and balanced independently underwritten warranty that offers the consumer real protection, regardless of ‘the family's’ interpretation of liability.

Why leave yourself open to playing a game of snakes and ladders, all at a time when all you want is the air-con fixed!

We are very pleased with both the product and the service. The installers were efficient, knowledgeable and friendly, as were the office staff. The units are very quiet both inside and out.

It was a big purchase for me so great to have a professional team carry out the work. It was a team effort from answering queries in the office to having up to four fitters attend on the last day to ensure the work was finished, and tested, in good time. Thanks!

Everything, from getting the quote (including time taken to explain the pros and cons of different air conditioning units for domestic use) to final installation, was smooth and well done. Installers were respectful, efficient and tidy. I have not yet used the units for air conditioning (winter now) but used as heaters they are excellent.

Good service.
Engineer was helpful & informative.
Arrived on time.

Really clear communication and professional installation of two air conditioning units in our loft conversion. Really happy with the end result.

I’ve been using The Air Conditioning Company for about ten years now and have to say they have been consistently great. Fantastic customer service from Claire, great servicing teams especially Aaron and Daniel and a joy to do business with all round.

Excellent installation carried out by professionals.