Palone Bros Refrigeration

I had a problem with my central air and called Palone Bros in the morning to arrange an appointment. They were lovely on the phone, had a technician here in the afternoon and everything was working in good order by the evening. The reviewer complaining about the zones may not realize that is likely a problem with the underlying design of the system, which would not fall on the installer. I’d definitely use them again.

They installed our HVAC with zone heating/​cooling. All in all, the system works fine, so they peek up above 1-​star. But…
The zones have never worked 100% properly and nobody that has come out has ever been able to explain how to set it up so that the system works properly, or adjust the systems themselves to make it work properly. So, we end up with the air conditioner either being too low, or blasting so high it feels like we’re living in a refrigerator. The heat works fine… except when it doesn’t. We went 2 days without heat in February because…
…on customer service, they are spotty and unreliable. Multiple experiences with technicians giving conflicting advice, and unclear/​over-​inflated estimates. Making matters worse, they are hard to reach, and don’t show up on time. If they tell you «late morning» good luck seeing them before 5 pm. Then they show up at 5 pm and it turns out they’re missing a part so they have to come back the next day. Or they show up at 5 and it’s a 2-​part job that also requires a plumber, who you *would* have arranged to come out only they didn’t bother to tell you that until 5:30 pm, so you’re still gonna go another day without the service you need.
So, yeah. Palone, get it together. It’s kinda frustrating dealing with you, and you’ve more or less lost our trust. We’re looking elsewhere.

We just got central air installed by Palone Bros. and so far I’ve been very happy. Ed was really helpful with figuring out a perfect creative design/​install solution for our small space. Rhonda from the office was also great with coordinating logistics. All the guys on the install team were great — super professional and very nice. And most importantly, the system works like a dream. Obviously I haven’t yet had to use the repair department, and I hope not to need to call them for many years. All round I’m very happy with the work and the service and give Palone a high recommendation.

They installed central air for us and it has been great.

Hire someone else – waited ten days with no explanation and surprise charges.
When technicians came to our apartment for the repair they wouldn’t speak with us directly, and we were called by a manager named Michael to discuss the estimate and approve it. The manager said to call him back with any questions, but was unreachable from the moment we gave our approval in that first conversation. The men doing the repair left saying they would come back the same day to finish after picking up a part they needed that was not in the truck. But they didn’t come back or call. I called everyday for over a week asking what was going on and when they’d be back and was brushed off with the assurance that someone would call me back. Meanwhile I got a bill in the mail for the full cost of the estimate, about $ 850. About ten days later someone called to say they would be at my apartment within fifteen minutes. Luckily I was home. When the technicians left they handed me an additional bill for almost $ 300; this was the first indication I had received that I would owe any more than the initial estimate. They are equivocating, saying on the one hand that it was an additional repair they discovered along the way and on the other hand that it was just completing the repair I had already approved. Beyond this company’s horrible communication and inexplicable delay, this last-​moment change of price seems entirely dishonest. It turns out that my neighbor had problems with them as well; they ‘fixed’ their central AC, for almost $ 1000, but then it was broken again the next week and they wanted to charge all over again for the same repair. Don’t trust this company and don’t give them your business!