Caroline Vineyard

We had another company come out three times in a week, the installed our AC a year and a half ago to find out why the system was not working. It was one excuse after another. We called Hopkins at 7pm this evening, they came out by 8:15 and showed us the issue. Did a short term fix to provide us cool air until we can do the proper correction. They have a client for life!!!!

Reply to management/ownership(again): Spare your “working man” speech, I am a “working man”. We had air after your tech left because he disconnected the functional float valves until an actual experienced trustworthy licensed technician came out and re-connected the valves and properly diagnosed and fixed the unit. The same valves are there, nothing was replaced, apparently the main valve had a slight stick and it was tripping as if their was water leaking, which it wasn’t. So when your tech said the main floater needed to be replaced AND the back up floater as well, it was completely incorrect and he disconnected the safety mechanism to make it work. But that’s not my ONE QUESTION TO YOU, which is why are you charging 30X the cost for a simple $28 part?? Why are you charging $600? Why are you price gauging people on simple parts? I could see 2X or even 3X the cost for a simple part for after hours service but 30X?!!! 30X the cost…it’s the type of service and business you run that gives other hard working business owners poor reputations and make customers skeptical of your work. Get your prices in line, have some integrity. UPDATE: To the "owner" that replied, your "assessment" was in fact incorrect, the float valves are functional and both intact, that's a fact, come out and verify for yourself, but when you do, post that you were incorrect. You've got to do only the work required, don't encourage your techs to over charge people. Also, I never called my tech while yours was there, I looked up the price of the part that didn't need to be replaced. I also positively commented on the response time, which is great but not at the cost of a misdiagnosis and a complete gauging on the mark up. How do you justify charging nearly $600.00 for a $25 part? If anything else, answer that question for your potential customers that want a fair price and service. Why is your mark up 23X the cost of the actual part? Forget about the misdiagnosis your tech provided, answer why your mark up is 23X the actual cost of the part? You did the wrong thing here, maybe overall you guys don't do that but you lost here, admit it, fix it and don't price gauge customers, be better than the rest, not a hog. It’s a shame because I originally gave this company a good review but after having another experienced tech look at the AC unit the next day it was revealing. Hopkins AC answered the call and dispatched their tech promptly after I called at 6pm, he arrived by 7:30. He originally diagnosed that my float valves were non functional and he had a replacement on the truck. I looked up the part it cost about $25, unfortunately he had to charge $566.00 for the part due to the company mark up apparently. I didn’t want to pay that because I know an AC tech who was available the following day. The rep from Hopkins said he could disconnect the float valve and it would run fine as long as it didn’t leak for some reason. I took the chance and let him do that, paid the $129 service fee and had AC that night. The 30 plus yr tech I know came out the following day and tested everything in front of me and explained and proved, there was in fact nothing wrong with the float valve and reconnected it, and the unit functioned perfectly. It’s either someone not familiar or experienced enough from Hopkins or they intentionally tried to get me to pay $566.00 for a $25 part. Either way it should be addressed by the company immediately.

Excellent customer approach and service, and outstanding installation. We’re happy with everything so far.

Hopkins installed new ductwork in our attic to replace the old leaking system. Everything runs efficiently now and electric bills are lower. We also hired them to install a garage ductless system which is excellent. Highly recommend them for their professional work and customer service. Thank you!