Pyramid Heating and Air Conditioning

The award for worst attitude to customer service goes to!! I have such a mixed bag of opinions on this company. We chose this company to install our air conditioner in our new build house in 2017. Installation wise they were quick and efficient and left a very good impression, sadly thats where it ends. We had issues with the aircon almost instantly and they had to come out and make some adjustments but it seemed to keep our house super cool for the rest of the summer. We covered up our unit for winter and when starting up it wasnt cooling the house. We called and got someone out again, he said it was low on coolant and he re pressured the system which again seemed to get it up and running. So this is where our problem lays. Each year when we start up for summer our air conditioner doesnt work correctly. Each year we call out their engineer and each year they mention that the air conditioner isnt the correct size for our house (it is the size they recommended) usually when their engineer comes out it seems to rectify whatever the issue is. Sadly this year it was not the case. We started it running early in the year this time anticipating issues again (we werent wrong). Their guy came out and adjusted a few things said it was working fine but its just not cooling our house. Usually we would hardly be able to touch the vents for the cold but not this time, we left a message explaining the issue and this is where it gets nasty. So technically the system is working but its running 24/7 and not cooling the space. Its struggling even when its not especially cold outside. I had 2 independent companies take a look both said the unit wasnt large enough for our home, I then had what I believe to be the company owner call me. Wow was he aggressive!!! He came at me all guns blazing but I held my own. I told him I was trying to work with him to come up with some kind of agreeable outcome and whilst I was trying to set forth some possibilities he just kept saying over and over nothing wrong with the unit or the size and he wasnt footing the bill to replace it (I had actually not ever suggested that so perhaps a guilty conscience) he is also aware I have a medical condition where staying cool is very important. So we had this conversation on May 21st and he was going to call me back after the weekend and almost 3 weeks later Im still waiting. This guy told me he had never had a complaint in 40 years but what I think he meant to say was he hadnt dealt with a complaint in 40 years. So if I was giving an honest rating it would be zero stars for the owner and his super aggressive attitude and pure lack of customer service. The 2 stars I have given are more due to his staff that have been out to our property numerous times and always tried their best, overall I guess great company until there is an issue, then dont expect a resolution Services: Install AC, A/C system maintenance
Jun 23rd, 2021

Gave this company my business for ac system install in my commercial building. 2-3 weeks after , i called in for a cooling issue. When they checked the system, apparently it is not related to the installation but to the wiring of my existing HRV system. So they charged me a diagnostic fee which is fine with me trusting their word. So I asked for a clear technical report so I can claim the fee to the company that install my HRV. Three weeks after I'm still begging for the technical report to the point of asking a refund. Dont know if I can trust these guys down the road when my unit have warranty related issue?!
Apr 11th, 2021

I had an amazing experience with Pyramid. I took possession of my house in the middle of the warm wave this year. I called many companies with a request for a quote and installation of AC, and I've got quotes from just few. Pyramid has provided me a prompt quote with a fair price and more important, they were very fast on installation. Dustin, the sales manager, was very accommodating and managed to schedule an appointment as quick as possible. He has also managed to have my installation 2 days before scheduled date. Installation guys showed up on time and did a clean and quick work. All staff is friendly and very kind. I am super happy with the outcome!
Mar 2nd, 2021

Positive: Professionalism, Quality, Responsiveness, Value
Nov 12th, 2020

Friendly quick service and exactly what I needed :)
Aug 16th, 2020