We very much appreciate the after hours service. Chris was effective in identifying and correcting the condenser draining problem. Drain pump was replaced. The only concern I have is when I called to request service I had a difficult time understanding what the charges would be for after-hours service. I first got the impression that The charge would be a service charge ($140) plus $210 per hour. But after discussing it further with the person I wasn't sure. So finally I asked: Will we be billed for a service charge and $210 per hour? She said No, just the $210/ hour. Of course I was billed for the service charge and 210/ hour. If this is your billing policy, I just think it should be properly explained up front. If not, $140 should be refunded to me. To be clear, this is not a complaint but more so a need for clarification upfront how a customer will be billed. As usual, your people did a good job fixing the problem and I will continue to recommend your company for heat pump service!!!
A few that say it well
Emergency calls, new systems and routine maintenance, from across the Tri-Cities.
“Great and quick service! AC died on May 14. Called and Tyler said he could get a new unit installed on May 19. And Custom came through again! Old unit was ripped out by 10 AM, the new unit was in place by noon and the house was cooling down by 1 PM in 91 deg heat! Can’t beat the service or the price which was exactly what was quoted. That is why we have used Custom for over 10 years. Highly recommend Jacob and his crew!”
“This is the second time we’ve called this company for an emergency repair. Techs are always nice, explain everything and the cost (even the weekend call) was reasonable. Will continue to use them.”
“Great communication, showed up when they said they would. Installation went smoothly after offering me several options. Fair pricing and quality products. Highly recommend to anyone in need of HVAC repairs or replacement.”
“Aaron and Robert correctly assessed my furnace problem,ordered the part and installed it in less than an hour. Thanks for restoring my heat so quickly.”
“I called for an appt to see why my a/c wouldn't work at 12:30 pm and and the guys were here by 3:15 the same day. My a/c was diagnosed and repaired in an hour!”
Read the reviews
1,642 written reviews, exactly as customers wrote them. Search for a technician, a town or a problem, or pick a topic.
Showing 12 of 1,642 · most helpful first
Ira was great. He explained what he was going to do. He took his time to make sure the system was cleaned out well. Before he left he explained what I should do as far as maintenance. He was very pleasant.
I gave 4 stars because of the initial $140 charge. It had been awhile so hearing that was an ouch. But, I was happy to find and use the coupon. I am thankful for the quickness of your response. I don't believe Custom Air has ever let me down.
Custom Heating and Air came to my house immediately the same day I called. Todd was helpful and kind and figured out exactly what was wrong with my air - getting it up and running right away. I was given great advice and excellent service. Custom Heating and Air will definitely be my go to company. They get bonus points for being local.
Custom Heating & Air did an outstanding job installing my new Daikin Fit system! From start to finish, the entire experience was excellent.
Michael's installation was exceptionally neat and professional, and the crew took the time to thoroughly clean up after the job was completed. Their attention to detail and workmanship really stood out.
I was also impressed with their outstanding customer service, fair pricing, and professionalism throughout the entire process. I couldn't be happier with my new system and the quality of the installation.
I highly recommend Custom Heating & Air to anyone looking for honest, reliable, and professional heating and air conditioning service. They exceeded my expectations!
Nick provides Exceptional Service every time!
This time it was a capacitor that he replaced in the outdoor unit. He then checked out the system’s overall performance.
Previously he came for water leaking from the indoor air handler (and was training another person). He solved the immediate problem in the attic before any serious damage to Sheetrock below occurred. He then went further to blow the line to confirm that it would have good flow at the other end in the basement.
We always get GREAT SERVICE from this house-call professional and are glad to get Nick’s text that tells us he is the person that’s heading our way!
Custom Heating and Air were wonderful!! An 80+ year old lady lives in my rental house and even though they were supposed to be off Friday before the fourth of July, several terrific men volunteered to install my unit so that she would be safe in the extreme heat we were having. I can't thank them enough for what they did.
Not only did they give me the best offer but to go out of their way to install it so quickly, I am extremely impressed!! Thank you
The technician (he told me his name, but now I can’t remember) that came out was courteous, knowledgeable and quick to determine the problem with our heat pump. The repair was done quickly which was a blessing and beneficial to restore cooling on such a hot day due to one of our visiting grandchildren haven been sick for a few days. Thank you very much.
Robert was here early in the day and called to let us know he was on his way. We explained our problem and he was able to determine the cause of the issue and repair it quickly. I called the office to follow up to see if the part needed was under warranty. I also received that call back quickly to let us know it was under warranty.. We are always placed with the service we received from Custom employee.
My husband and I have had great service and prompt service from this company. Today we had Mark and he was very timely and found the problem right away. Very polite as well as knowledgeable. We were very happy with how quick he took care of the problem and no long wait with this terrible heat. I highly recommend this company and Mark our service tech. This is not the first time we've had this company and everytime weve been very happy with them. Thank You! Duke & Karen S.
Ira arrived at about the time he told me that he would. He had to drive from Banner Elk to Church Hill. Upon his arrival, he went right to work and replaced a failed capacitor. My house began to cool down right away. Friendly and professional technician representing Customer Heating and Air in a very good way.
What a great job done by Robert the technician that came out today ! I called yesterday and they came out first thing this morning . Robert called ahead , put a test on my system and went right to work , made a repair on my copper line inside the unit and made sure everything was tested and added back all the Freon it had lost , was very professional and I can’t say enough about how grateful I am am for the service ! Kudos to the entire team , dispatch and the office !
Love y’all
Great and quick service! AC died on May 14. Called and Tyler said he could get a new unit installed on May 19. And Custom came through again! Old unit was ripped out by 10 AM, the new unit was in place by noon and the house was cooling down by 1 PM in 91 deg heat! Can’t beat the service or the price which was exactly what was quoted. That is why we have used Custom for over 10 years. Highly recommend Jacob and his crew!
Every review here is real and quoted exactly as the customer wrote it; names are shortened to a first name and an initial. They come from the feedback we ask every customer for after a job and from public review sites. 1,070 customers left a star rating without a comment, so they are counted above but have nothing to show here. “Most helpful” puts detailed and recent reviews first; it never looks at the star rating. Counts as of October 2026.
Had work done by us?
Tell us how it went. Good or bad, we would rather hear it directly.
(423) 357-1922