Horrible Nasty People
We were customers of Premier Climate Care (Mensers) for approximately 19 years, and in 2021, we purchased a new Heating and Air Conditioning system which came with a 5 year warranty.
In January 2025, the thermostat for our AC stopped working and was replaced by Premier. The thermoset was not under warranty and we were told it would cost about 2k to replace, so we choose for a cheaper thermostat to be installed. To install it, the technician told us he had to bypass the control board in the AC unit for the new thermostat to be used.
On June 4 of this year, our AC did not work. We called Premier on June 4 and they came on June 5. They attempted to fix it, but said we needed a new control board which would be delivered to them on Tuesday, June 10th. We called and talked to Michele Menser on Tuesday, June 10th and she said the part didn’t arrive but would get the tracking number from the manufacturer. We called again Wednesday June 11th and Friday June 13th. On the Friday, I asked Michele, if she ever got the tracking number from manufacturer and said she did not and would call them that day. It appeared to me at that time, fixing our AC was not high priority for Michele. On June 15th we left for a three-week vacation out of the country. We stressed that we had animals in the house and were concerned if there was no AC while we were away.
The control board was finally received and installed on Tuesday, June 24th (2 weeks later than promised) but the AC still didn’t work. The Technician told my brother in-law that someone disconnected wires in the AC Unit and he didn’t want to touch it. He blamed the generator installer for the loose wires. Michele said we need to get the generator people to resolve the loose wires before Premier would to continue to work on our AC unit. This was ridiculous as the generator was installed approximately 4 years ago and there were no problems with the AC prior. Besides that the generator had no connection to the AC unit just to the house power grid. The only people who ever worked on the AC after it was installed was Premier, when they installed the new thermostat in January and again on June 5th when they first tried to repair the AC.
On June 25th, while talking with Michelle from overseas, I told her what the technician was claiming made no sense and they needed to send a more qualified person back to my house and get the AC fixed. That is when she became quite rude and nasty and told me that although the parts are covered for 5 years, their labor is covered for only a year and that we should find someone else to fix the AC. I told her I am willing to pay for the labor as we just wanted the AC fixed and how could the company just not finish the job? She repeated again, find some else to fix it and HUNG UP on me.
I immediately called back and got their voice mail and told them that since they refuse to finish the job, I would like to get the new parts from them. Kristin Renton called back and spoke with my wife saying they the parts were already installed and that they were not charging us for the parts or labor. My wife reminded Kristin that the parts were under warranty so therefore there would be no charge for that anyway but tried to make it clear to Kristin, that we were not looking to get the labor for free and were willing to pay to for them to finish the job of repairing the AC. Again, Kristin said find some else and HUNG UP on my wife.
On July 2 we hired a new HVAC company to fix the AC that Premier was incapable of and refused to complete the job. Their technician was able to fix it in about an hour. Here is their explanation of what was done:
“Previous company replaced the control board for furnace and ac and thermostat. System was blinking Error 203, which identified the board needed to be configured. Configured the unit properly and after that the system kicked on except for the fan condenser which didn't kick on. Had to rewire inside and indoor unit for Non-Communication instead of the way they had it, which was for Communication. System kicked on with no issues and tested with good temps.”
