Norfolk Air Heating, Cooling, Plumbing & Electrical

Called for a simple estimate on a transfer switch installation. They informed me they needed a technician to come out and look before giving a quote and that would cost $89. Nobody should be in the business of charging any money, let alone almost $100, for simply giving an estimate for work. Crazy. If you’re busy enough that you don’t need the work, then simply say so instead of overcharging just for providing a quote.

I have been a customer of Norfolk Air Heating & Cooling, Plumbing & Electrical for over two years under their Fantastic Protection Plan. During that time, I used their heating, cooling, and plumbing services and was generally satisfied with the work performed.

Unfortunately, my last two experiences have been disappointing enough that I’ve decided to end my membership.

- September HVAC Inspection: The technician only cleaned the air handler coils and neglected the condenser unit coils, which visibly needed attention. I had to call back and request another visit a week later to complete the job. Neither technician reported any issues with my system at that time.

- November HVAC Breakdown: When my unit stopped working, the office struggled to even verify my membership. The technician who came out was pleasant and seemed knowledgeable, but initially gave me a quote without applying my membership discount. After correcting it, the quote came to about $700. I paid the service fee but decided to get additional opinions.

- A second reputable company diagnosed a completely different issue and quoted $2,100.
- A third company confirmed the second company’s assessment and repaired my unit for less than both quotes.

This left me questioning Norfolk Air’s partnership with Guy Heating & Cooling. Was the goal to misdiagnose, collect payment, attempt a partial fix, and then follow up with “another issue” requiring more money? I’m glad I trusted my instincts and sought other quotes.

I have since canceled my membership. I was told I’d receive confirmation by email or phone, but no follow-up ever came. I will continue to monitor my account to ensure they stop charging me for a plan I no longer want.

Bottom line: While my early experiences were satisfactory, the recent missteps, misdiagnosis, and lack of follow-through have eroded my trust. I no longer recommend Norfolk Air Heating & Cooling, Plumbing & Electrical or Guy Heating & Cooling.

They took a several days to show up only to say they were doing an estimate. I took off the entire day for that expecting the installation of my toilets. Ended up losing ~$100 for someone to tell me what I already told them on the phone and a tablet that calculates the estimate. The tech Ricky is knowledgeable, hard working, honest, and trustworthy. He did his job but the company dropped the ball. They lost out on my business as I specifically requested an installation not an estimate. Consider that bill paid if he was ALLOWED to work. But he was not ALLOWED to do the install as instructed by his boss. Ricky gets 6/5 stars. I went with another company the next day for a 75% discount. Bitter sweet inconvenience.

I recently had Damien from Norfolk Air out to service my system, and I couldn’t be more pleased. He was the epitome of professionalism—arrived right on time, gave me a heads-up before he showed up, and treated my home with respect (including rocking those protective shoe covers—aka, shoe condoms??).

He quickly and clearly diagnosed the issue and took the time to explain everything to me in a way that made sense. I never felt rushed or out of the loop. Plus, he made me feel completely comfortable having him in the house, which is a big deal for me.

All in all, Damien was super informative, thorough, and just a great technician.

I can provide a full and through review of the company after my service is complete.
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9/22. After Damien left, I did not receive an email stating repairs that needed to be made. Only when I asked, was I provided with one of the three recommended repairs. That seemed suspect. After that conversation, I have been bombarded with texts and phone calls inquiring about when I wanted to schedule the work. I informed someone over the phone that I would reach out to schedule, yet I still receive calls. Today after receiving a text, I received an email asking when I wanted to have the work done.

Based on the fact that I was not provided documentation on what needed to be repaired after Damien left and the repetitive calling and texting, I will not be using their service. Please note that this does NOT negate what was said about Damien. He represented the company very well. I will be spending my money with a business elsewhere.

Former blue ribbon customer. AVOID THESE SCAMMERS! I have had a few interactions with Norfolk Heating and Air, they have never actually fixed my issues, they have broken my equipment, and have left my system in danger of burning my house down. I’ve given this company over a thousand dollars and not once have they actually fixed my issue, not once have my home systems been better. They broke my grinder pump, claimed they “cleaned” my AC (literally still filthy, pictures below) and failed to recognize a failing capacitor that started arcing and sparking almost causing an electrical fire in my home. When I called they offered excuses for their poor workmanship, when I inquired how much it would be to replace the $10 capacitor I was quoted at $280 something dollars. I expected maybe $50-75 for a $10 part with a 30 min job. This company is taking advantage of peoples ignorance, breaking their equipment and price gouging simple fixes. I will not be returning as a customer and can not recommend them to anyone. I almost never write reviews, but I was so appalled at their service and know they have so many positive reviews that I felt compelled to say something.