Graybeal Air Systems

"If you want proper diagnosis and prompt repair of you issue do not call. We had a issue where our heat pump was not turning on (woke up cold in the morning). I called Graybeal as they had installed the unit for the previous owner. I will say Graybeal came out quickly and were very nice. They did some diagnostic and came up that the fan motor needed to be replaced. Techs said office would call back later with price and when the part would come in. This is where it started going bad. I called near the end of the day they came out (a Wednesday) that they came out to see what the cost would be and when the part would be in. I was told they couldn't locate a Part and they were going to look at other distributors. I followed up with a call two days later (Friday) and they were still looking for the part. Another call on Tuesday and same story. Then the following Friday (9 days since they came out and we still don't have heat) and they still looking for the part. I believe I called for status with same "still looking" other times but can't recall all. I didn't want to over follow up and be annoying either. The following Wed (2 weeks since they looked at the issue) and I started to get frustrated and started looking for the part myself. I quickly found many I could get in two days. I called Graybeal to see what the status on the part was. They were not quite sure of the status. I informed them I had located the motor and could have in two days. They said to give them some time and they will call back. They called back in 2 hrs and said they located the part. I said great - when could they get it. 10 days. I said I've already waited two weeks and can't be without heat for another 10 days. Graybeal stated they couldn't install the part I located as they can only install from authorized dealers. I said I understood and I would attempt to install myself (which they understood). Two days later (Friday) the motor I ordered arrived. I installed the motor in a hour and a half. Blower still did not come on!!!! With this we called (at 5 pm) a HVAC company that had always treated us well when we lived in Louisville (live in Shelbyville now) who we didn't call at first as we wanted to support the company that put the unit in. I told them the story and they said they could come out Monday so we could get heat working as it was supposed to get cold. The new HVAC company came out and quickly found that Greybeal's diagnosis was wrong and that the thermostat needed to be replaced. Tech said this was a first day learning thing and Greybeal should have found this issue quickly. In a little more than an hour our heater was working. If we stuck with Greybeal we still would have been waiting for a Part that didn't even fix the issue."

"The absolute best. We called them during a desperate time. They arrived promptly and delivered exceptional service! Won't use anyone else"

"our air all of a sudden stopped working and turned to heat (form 72° -98° in 20 minutes!)around 730pm on Saturday. we called and the guy came right out within 30 minutes of my call. he was here and showed us exactly what happened and why. we (shelby co) were having power flicks and there was a factory reset on the thermostat. he showed us how to address it the next time and will be coming back for a follow up Monday. such an amazing company and couple that answered our after hours call. truly saved us!!"

"After dealing with lousy companies through my home warranty, I decided to go out of pocket to have Graybeal come out and fix my AC. When other companies couldn't return my calls or couldn't come out until next week, Graybeal was at my house and the unit was fixed within two hours! Definitely lifesavers and they always do quality work. I had them previously get my furnace up to code in order to turn the gas on. All in all, I will pay a little bit more (than my home warranty service fee) to have the excellent customer service that Graybeal provides!!"

"If it were possible to give less than one star, I would. I wish I could say what their service was actually like, but when I called to schedule an appointment to have them just develop a estimate for a whole unit replacement they could not even seem to take a name, number, or address correctly. Not only that, but no one seems to want to answer the phones at this Gong Show operation. If you can't even get the simple things correct, how do expect to have customers trust you enough to spend $11k and have your company install a heat pump system? Some people should really question if they want to be in a customer service business. What an absolute joke."