Please do your homework before using Down East. Had them out 3x to "fix" our generator with no success. After the third attempt I was told they could fix my unit under warranty because they are not certified for Generac! I was advised to contact a competitor for proper repairs!! They did say they would gladly "service" my unit at full rate!! This type of deceptive business is horrible. I contacted Generac directly and they were just as surprised by the decept and promised action. "James" at Down East'was very cavalier about the fact of losing a customer for generator and HVAC service. Clearly this type of poor character action is unacceptable. read more

I scheduled a compressor replacement with Down East. The pricing was fair, not great but whatever. They beat other quotes hands down. Six years ago they replaced the air handler in my attic, so I knew they would be reliable and the guys back then were very nice and professional. So - they have two offices, 1 here in ILM and the 2nd in Jacksonville (hqtrs). The Jacksonville location sold me a maintenance agreement with two seasonal checks on my unit. They were impossible to deal with for an appointment, the woman at that office was just a grouchy bitch AND the second appt never happened because they do not return calls to schedule prepaid service - they apparently prefer to let your contract run out and ask for more money. It was all BS. The technician said she was the wife of an owner ‍. Who knows, who cares, right? So - my lesson learned was to not deal with that Jacksonville location. The Wilmington location was spot on with their work and that's all I care about. Oh. So the techs that showed up for this latest installation were awesome. I was WFH (thank you covid 19) and they went around the house and shut all of my windows when they were done. I finished work at 5 and the house felt good and I was so impressed with how they quietly got the job done and that they took the time to close up my house. What good guys. They showed up smiling and left like quiet mice. read more

The BEST AC REPAIR! My Ac unit went last night at 7 pm during this heat wave and eveveryone I called said CAN'T get there till Monday. Then I remembered Downeast had been here before. Hasn't been since 2020 but I was still in thier system and they even remembered how old my havac system is and yes I'm keeping it together with duct tape and glue because I just don't have the funds to replace it yes I'm that poor but they are helping me keep the old girl running. Anyways they said "no worries we got a guy working tonight he can be there in 45 min." "GREAT" I said "I'll be waiting" 30 min later he showed up. Luckily it was an easy fix tripped gfi under the house. But I was oh so greatful. I mean they could have been like everybody else and said no I had to wait till Monday but I'm disabled and also live with senior animals. Thank you thank you thank you Downeast Air for being there yet again to save the day! read more

They replaced two mini split units in my home. Installation was very good and was a challenge due to no attic space and house being built on a concrete slab. Went with exposed galvanized spiral duct work and 2 1/2 ton heat pump. Best money I've spent since owning a home. Owner of the company came out with 2 technicians and they figured out what would work best for our unusual situation. Professional installation with excellent equipment. My wife and I could not be more pleased. Would not think twice about using them again and they now take care of the heat pumps at my business. read more

We've done business with Down East before but this time I guess they are so busy that they don't need the thousands of dollars we have here waiting for them to replace our Heat Pump. They can't return phone calls either. If they are this "busy" with other customers then they are not doing anything and if they are really so busy they can't return our calls and take our money then they need to hire more techs. We are going to find a heating and ac company that would like to do the work for us and take our money. TERRIBLE CUSTOMER SERVICE...wait, NO CUSTOMER SERVICE read more

Overall Down East did a good job and fixed the problem. However, for the particular problem (float switch on a/c being flipped) , I was told on the phone that it would be about $100, but could be more if there are problems or if specialty chemicals needed to be added. I am a landlord and could not be there, so I told the lady that I would authorize any work up to $130 without a phone call. My friends (aka tenants) were there, and said the guy was professional, however took less than 10 minutes and only a shop vac to fix the problem, yet they charged me as high as they possibly could at $130! So if you are in a similar situation as me, don't give them any leeway, as they'll definitely fuck you....could only imagine if I told them a higher price! read more

Extraordinarily poor service. They installed a brand new $3500 unit less than two years ago which recently broke. It was a Friday afternoon when it stopped working, so when I called I spoke to an after-hours phone operator who connected me with a technician. The technician told me that he would have to charge double to even come take a look at it, and he doubted he'd be able to access the necessary part because it was locked in a warehouse which he did not have access to over the weekend. He assured me he would come out first thing Monday morning and implied he'd be able to actually fix it Monday. Monday morning he did come out and spent no more than 10 minutes looking at the unit. He said it was the motor and that it was a common problem with this particular model. He said he would track down the part and get back with me; he said it would be likely that day or the next when it could be installed. Later that day, he called to say it would be at least a 2-3 day wait for the part to arrive. Given that it's 85 degrees at its coolest indoors, I asked if shipping could be expedited. He said no, that overnight shipping would be at my expense. I asked why they did not keep these parts in stock if it was such a common occurrence and he informed me that the a/c unit they installed in my home was so faulty that the company could not keep up with the demand for replacement motors. I then asked why they recommended this unit in the first place, at which point he became very irritated and told me that "it is a machine and machines break." He cut me off before I could remind him that this machine was only 1.5 years old. This is a poorly run company with terrible customer service - stay away! read more

I had my initial skepticism after reading the other reviews, but a family member recommended them highly, so we called. Nothing but exceptional service, from start to finish. We had our heat go out right before we expected to have snow, and Down East had a technician at our house for an inspection the following day. He was knowledgeable and did everything he could to prevent us having to install an entirely new system - very much appreciated. When it turned out we did need a new system, the price included everything, including labor and warrantees. They installed it quickly and efficiently, explained everything to us thoroughly before leaving, and, though I hope to not need to service the HVAC anytime soon, I will definitely be a loyal customer in the future. Highest possible recommendations! read more

My 1976 split system 1 1/2 ton heat pump began losing freon but was still cooling.I talked with Bert Moore at Down East to give me a quote on replacement. He came out the next day on time and looked at the challenge of getting the more efficient air handler into a tight closet and still be maintainable to code standards. Quite a nice and knowable man. The next day I received the quote which was better than two other quotes I had received. I called Down East and spoke with Miss Martha, a super nice southern lady, to schedule the installation. Technician Mike and his helper, arrived on time as scheduled and worked diligently with this difficult retrofit. Both have very positive attitudes and good work ethics. As a Mechanical Engineer, I designed air conditioning system and managed A/C maintenance for 30 years which gives me appreciation for good workmanship. I highly recommend Bert Moore and his operation. read more

in december i was having trouble with my heating system. the repairman came and was very nice and very efficient. i spoke with the ladies that answer the phones and with billy many times and all of them were very pleasant. thank you for the great service, i am very warm now. read more