Customer ReviewsforBoutwell's Air Masters, Inc.

They installed the hvac on a new construction and did not pull a permit even though I specifically asked if they were (it's the law that they do!). Then I find out 3 weeks later that we didn't pass code because Boutwell's didn't pull a permit. This is costing me hundreds of dollars and when I called Boutwell's office, I just get the run around from a very rude lady named Bonnie, saying "that's not my job. The lady who does permits is sick." They were very unprofessional and I would not recommend them to anyone.

They charge an $89 service fee and then $255 for an ac capacitor what goes for 1/10th the price. They ripped off an elderly woman. Shame on them. When I called to inquire the womN was very rude. I would never recommend them especially jf you have elderly family.

ZERO stars, would not recommend!!! Unfortunately, I had this company install a new unit in March 2020. I heard water running from near the unit last night. I look at it, conclusion is the drain line is clogged BUT the shut-off safety switch that is supposed to shut the unit off if this happens so it doesn't flood your house is not functioning due to being installed improperly. Call for someone to come out, lady who answers says she talk to her boss and will confirm in the morning. Fast forward to this morning, she calls back, says that they will have to charge us to come out because during our warranty period they never came out for a service call. SERIOUSLY?!?! You're going to charge me to come look at something you installed wrong since it ironically didn't happen during my warranty period?! What's even more ridiculous and unprofessional is that the lady on the phone decides to start YELLING at me that "NO, THERE IS NO OWNER TO TALK TO" when I am aggravated and ask to talk to an owner or manager to explain the issue that she isn't listening to or isn't understanding. NO! Pound sand, I'll pay a company that will stand behind their work to come out!

I called Boutwell's Air Maters Pensacola office requesting the cost to have outside AC unit raised. A service tech came out, explained what the process is and wrote a service order. $200 in parts, $399 for labor. He said it was 2-3 hrs in labor. He gave us a 10% military discount (I am 100% disabled Vet) so the total was $540. The service team, 3 service tech's, arrived around 12 and started work. They completed the work in 15-20 mins. I was surprised because we were told 2-3 hrs of labor. The service work I asked for specifically stated the work included "pump unit down + hook back up". I asked the lead tech about the pump unit down + hook back up. He said they didn't need to do that. I asked if the price would be adjusted because agreement was for 2-3 hrs of labor. Lead tech called office, was told no adjustment, that was the price and we already received a 10% military discount. I contacted the Boutwell office stating I thought this was not a fair assessment of the service rendered. I was told: "the price stands at what was proposed and agreed upon by you." (The fact is I did agree with that work but that described work was not completed.) when Ryan gave you the time frame, it was figured with a normal two man crew. However, there was an extra man with them Friday. So, it did take them less time with the extra man power. Not to mention, not all overhead is strictly time spent at your home, everything going into the job is figured into our flat rate pricing. We do not price based on per hour, only per job. If this is true, why was the task estimated with 2-3 hrs labor? The decision to include a 3 person for the work was not mine, that is the business decision. Regardless of the third person, compare 15-20 mins to 2-3 hrs of labor? Their explanation does not justify the service/cost to a customer. Once the team finished, saying all the other work was not needed there should have been a price adjustment. I believe this was underhanded. Given the chance to revisit, reconsider Boutwell's management decided to justify situation. This paints the company as a very questionable, a shady business. This should be a waring to anyone hoping to find an honest HVAC business to work with. I do not believe Boutwell will reconsider their actions. I can only hope the owner finds new managers and ensures they understand business ethics, integrity, customer relations.