Fusion Heating, Air-Conditioning & Insulation

Unfortunately, I cannot recommend this company. At first they seem to know what they’re doing and would appear to be customer oriented. It turns out they’re not qualified to work on existing systems, trouble shoot effectively, or do anything more than a simple air filter change. I tried to discuss the work (issues) with the owner (Ben), but he came back with several lies, trying to make their company appear spotless. It’s sad, truly. I am now in the process of disputing the charges with my credit card company, and possibly going through small claim’s court, but it’s very important that I let other folks know how this company will take advantage of you—all while claiming no wrong doing. HVAC Issue: 5 year old system won’t cycle into defrost. Fusion’s Response: Completed recommended services to attempt a fix; some weren’t needed, and others weren’t completed in a workmanlike manner. Fusion failed to provide accurate or honest servicing (after many opportunities). Turns out, it was something so small: the defrost sensor—something that Fusion never even looked at—but instead they chose to replace thousands of dollars’ worth of HVAC equipment because I think they simply didn’t know any better and/or wanted to try and make a quick (expensive) sale for major services. Ultimate Solution: A simple, and cheap, defrost sensor replacement—which was ultimately diagnosed and solved by another company (not Fusion) within minutes of getting to my property. Background: I paid Fusion a total of $2,888 to fix my 5 year old HVAC system that wouldn’t cycle into defrost. They spent hours at my house, throughout 5 visits, and completed many costly (unneeded) diagnostic services and other “repairs” to rectify the issue. In fact, Fusion went as far as trying to sell me a NEW system throughout this entire nightmare with them, which I was ready to purchase. In the end, they continued to recommend services for parts that my system didn’t actually have. To Ben and Company: Ben, although I am not a “master tech” like you, as you stated to me, I listened carefully, took detailed notes, spent hours on the phone with the HVAC manufacturer, and researched the items in question with other HVAC companies after you failed to help. I took your tech’s word throughout the process, trusted y’all because you seemed be building a business, with many of you being prior military service members (which is important here in Hampton Roads)—but in the end, my family and I were left for over a month cold, cold, cold—trusting you and shoveling out massive amounts of money. Shame on you guys. Really. You need to do a whole lot better. Why not admit that you cannot finish a job because you’re unqualified, and possibly outsource a difficult job? The work at my property wasn’t actually needed or wasn’t done in a workmanlike manner, and trying to support your tech, without ever actually being at my property is also a horrible way to do business—if a customer had told me, what I told you, it wouldn’t have taken me 5 visits, 1 month of no heat, and $2,888 to agree to go out to the property. I truly hope you have a change of heart with how you do business; you have caused my family and me great hurt—emotionally & financially over the past year—trying to get this heating issue rectified with you. Service Issues (Detailed): Visit #1- Shawn recommended replacement of the "bad" defrost control board. He stated that the board was "recalled". He also said that my unit wasn't registered with Goodman. Disputed/question: Goodman states that the board wasn't recalled. Additionally, only the colored boards were recalled, not my specific unit's board. Lastly, my unit is registered with Goodman under the address serviced. Why was I given invalid information by Fusion regarding the recall and the registration? Also, I have color photos of Shawn holding the boards, during install, to confirm the boards in question (above). Visit #2- Defrost control board replaced. Receipt states that "no faults/codes@final". Disputed/question: the defrost control board you replaced doesn't give off any codes or faults. This would be typical in a gas furnace or higher SEER unit. My unit is 13 SEER (electric heat pump) and there is no way for it give off any "codes" at the board as stated. Why did you provide a service receipt that listed items that weren't checked? I have color photos to confirm this. Visit #3- Leak search performed with sniffer only. Additionally, unit hadn't been running for 2+ weeks, and sniffer wasn't properly used at outdoor unit. Dye was never introduced into the system as cause of "leak" was suggested to be upstairs only in the coil. Disputed/question: leak search that would cost money (per Amanda) was to be done with dye. How come I was charged the full price for a leak search that wasn’t done correctly? Visit #4- Evaporator coil replaced. Disputed/question: why was the 3/4 inch copper tubing, on the new coil, pinched and made to fit the existing 1/2 inch line? Why wasn't a new refrigerant line discussed? And furthermore, why was this install done this way? This causes a restriction in the line. Due to the install, the 1 year warranty with Goodman on the new coil can be voided. Visit #5- Josiah evaluated the unit as to why the unit is still failing to switch into defrost. He said the "TXV valve" on the outdoor condenser coil is "gummed up", "allowing refrigerant to escape", and "the refrigerant cannot get through". Additional calls with Ben this week have resulted in being offered a further repair at the cost of $575 to replace the TXV value. Disputed/question: Neither my outdoor or indoor system has a "TXV valve", that is on newer SEER units. Again, my unit is 13 SEER. I have a piston in both upstairs and downstairs that allows the liquid line to go right to the fitting. How come you're saying I need something replaced that I don't even have? And furthermore, even if the piston (s) had an issue, you would have to open it up to get to the piston, and look inside it, etc., which Josiah didn't do...so there is no way that he mistook a valve for the pistons. In the end: the owner, Ben, only offered a final resolution of: the TXV valve replacement for an additional $575, but I don't have a TXV valve. My system has pistons. Additionally, Ben offered, in the phone call immediately prior to that, to credit me for the defrost board & leak search services, if I agreed to replace the entire unit (which is only 5 1/2 years old) for an additional $4,100 (in addition to the $2,888 I already paid them).

I used these folks to change out my air system and provide new insulation. The first meeting started a little to well, This guy Ben came by to look things over and give me an estimate and right off he made me feel like I was talking to one of the family. Of course I went to thinking I was going to get a sales job for the books, I need this and that and next thing I'ld be taking out a second mortgage to pay for it all. I couldn't have been further off. The young man and his paertners truly looked out for me from the first step to the last. Ben let me know about the many financing options I had, but it turned out I didn't need them. He let me know about the things I didn't need to replace (the other companies had said I did) and found the unit that would work for the size house I have at a price that worked for the budget I set aside. Very easy man to talk with. Next I spoke with a guy named John about the insulation and again came up with the right price for my budget. all of this was followed with people doing the install and insulation, that acted as if my opinions actually mattered and did the things I asked in a very professional way. It's rare these days to find any company that actually works on the basis that the costumer is always right but I believe I found one here. I didn't write many reviews but needed to do this one so that those of you who care know these companies still exist and Fusion is one of them. Thanks for making my money parting a little easier, and the cool house I am now experiencing. If you are needing any of the things Fusion offers and want to actually feel like it was worth the money call these guys. I'm glad I did, and that my first impression was genuine and not an act on their part.

Needed air conditioning bad have two young kids and a stay at home wife.Fusion sent a technician out and within the hour had air conditioning.God reat honest reliable service and will definitely recommend to everyone.Thanks fusion!

Fusion Heating, AC and Insulation did a very professional, complete and thorough job when they worked on my heating system. They were on time, explained to me everything they were going to do and charged me exactly what they quoted. I use them often and have always had excellent service.