Premium Air

The positives: We have a ducted reverse cycle air conditioner that works well and we recieved a $3,250 Government Rebate. The negatives: These a a touch longer and I'll do my best at being factual and not emotive. To get to this point has taken 16 months, 6 months to finish the job and a further 10 months to get the rebate. After we paid the… Read more

deposit it was 4 months until the job started. We make some allowances for Christmas but the start date was postponed 4 times. A key reason for choosing Premium Air was that they said the system could easily be installed under the house rather than in the roof. When the installers arrived they tried to talk us into instlling in the roof. We said 'no'. We believed the job would be finished in a day but we were left without heating for 6 days while they tried to install it. Admittedly they did not turn up on each of those days as they seemed to have other jobs they were working on. The main installer could not work out where to put the Izone controller and sought advice from me, the customer, about this. He eventually decided to cut a large hole in our plaster in order to run cables. They subsequently refused to fix this hole because it was specifically excluded in the quote. In our opinion this is a breach of Australian Consumer law. We overheard conversation of the installers saying they were not going to install the return duct where we had agreed. They were about to cut a sizable hole in one of our walls before we confronted them about this and eventually convinced them to go with the agreed plan. When the system was finally fully connected they turned it on to find that it had been installed backwards. It was sucking air through the vents rather than blowing. 11 days after the installation started we still had 3 outstanding issues: one of the zones was not working properly; the control pad was faulty as it had a dead spot that didn't let us program it fully; and our evaporative cooler had been disconnected and not re-connected as per our agreement (they had cut all the cables). We asked when the job would be finished and the response we got was that we needed to pay the final bill or we would be locked out of the system. We said we would pay as soon as the job was finished. They refused to finish the work until we paid so we hit a stalemate. 7 days after the system was turned on, it automatically shut off. Please be aware that this is Premium standard practice. They set the system to switch off after 7 days unless the 'lockout passcode' is entered. Initially they said they had no control over this and it was set by the Izone company. I rang Izone and they said this was incorrect. So in our situation we were suddenly in a house with no heating at a time that turned out to be very cold. We wrote to Premium setting out the issues and stating we would pay as soon as they had finished a fully operating system. They refused to do anything until we paid the final amount. They had us over a barrel so we said we would pay on 3 conditions: that they finish the work quickly; that they unlock the system immediately; and that they lodge the rebate application asap. They agreed to these conditions, so we paid. They sent us the code to unlock the system immediately. It took them another 35 days to rectify outstanding issues. Then we started prompting them about the rebate. Note - the rebate was worth $3250 to us. We raised it on the 30th of April as being a condition of final payment. We finally received the money on he 13th of March, the following year. In the intervening period we continually pushed Premium to get the rebate paperwork submitted. we have completly documented all correspondence. On 13 occasions Premium failed to respond at al. On 17 occasions we were direclt lied to about the status (documented lies); and on 3 occasions appointments were cancelled. Following this I sent a letter threatening legal action. I followed with a phone call to a person I believe is the owner of the company. At that point things finally started to happen. It was obvious that nothing had been done to submit the papaerwork prior to December 2024. By the end of January 2025 we had received notification that the paperwork had been submitted to a third party who was in turn responsible for submitting it to the VEU. During these 10 months we did not complain because we were fearful we would never receive our money. Now we have it I can finally write this review and we have also submitted a formal complaint to the ACCC regarding what we regard as unconscionable conduct by Premium Air. All the above is entirely factual and fully documented. I'm quite sure someone will now jump online and tell lots of lies about it because that is what they seem to do. If I was the owner there is a certain person I would sack immediately. I'm sure they know who I'm talking about.

Premium Air is totally unprofessional. Find and use a better contractor – I engaged Premium Air via HiPages. It was a large job ($43K) and mostly they did a reasonable job. The capacity of the two A/C units is massive with huge air flow, however they cut corners by re-using the floor vents downstairs which are undersized for the air flow (they were designed for the lower air flow from a ducted heating unit). In our… Read more

living room it is like trying to watch TV in a wind tunnel and we have a noise under the floor when the A/C is turned on. The worst part is they failed to do the electrical work as I had requested. The installation dragged out over 5 months and is still not complete. Despite having paid all that was agreed (under protest I might add) they have still not returned to correct the problems or supply any of the receipts or warranties. So much for their 10-year workmanship guarantee. To their credit HiPages tried to mediate but failed. I have been to Consumer Affairs and the company is still unresponsive. I will now lodge a case with VCAT.

Highly Recommend! – Premium Air installed a multi head system at my grandparents house. We are very happy with the product, price and professionalism of this company. I would highly recommend this company!

Highly recommend!! – Just had a split system installed in the study and it’s amazing. David- the sales rep was so knowledgeable and so patient. Installers where awesome: clean and polite! Thanks PremiumAir- will be recommending you!!!!

Professional and detailed service – We recently installed 3 split units at my parents’. The company sent out an engineer to inspect the site before organising a quote. David was attentive and listened to our needs and provided us with suggestions and a detailed quote with many brands to choose from. Upon installation, 2 technicians came early in the morning, and another 2 joined… Read more

them in the arvo. They were fast and professional, cleaned up the site before leaving. My family were really impressed. Highly recommend the company.

PremiumAir has failed their customer! – Horrendous service, DO NOT bother. Sure you may save a few hundred dollars but you will be left tearing your hair out! It has cost me months of emails and SMS messages to no avail! I was hounded by the team (Sam and David) for payment and then was promised a warranty certificate and compliance certificate. Guess what, after 2 months neither have… Read more

been delivered and i now have a unit without any warranty details! Stay away. They used to be good many years ago but now are absolute shockers!

Unresponsive and Unreliable – Everything started out ok. [Name Removed] was initially attentive and friendly. However after I paid the deposit it all went down hill. I was quoted for and ordered a 3 phase Panasonic 16Kw ducted inverter system for a new build. [Name Removed] insisted I pay a 40% deposit about 3 months before the install so the system could be secured from the… Read more

supplier. I did.

Come time for install (late December), they couldnt confirm an install date. After numerous phone calls and emails, [Name Removed] finally admitted to me that they didnt have my unit in stock (even though I paid a deposit 3 months before in order to secure the unit).

A week or two after it was supposed to be installed, I got a phone call from [Name Removed] telling me they managed to secure a unit (from another customer). They came and installed the unit.

After the installers left, I noticed the model number on the outdoor unit didn't match what I had ordered. I was given the single phase unit instead of a 3 phase unit, but not told this. The next day [Name Removed] called me insisting I pay the 60% balance owing. I told him that I was disappointed about receiving the single phase unit when I had ordered the 3 phase unit. I also told [Name Removed] that the installers forgot to install one vent/outlet. He insisted I still needed to pay the balance otherwise I would be locked out of the system remotely.

I wasn't born yesterday, and knew that was not possible, but I did make payment right away - [Content Removed] believing that [Name Removed] and his team would rectify their errors. They did not.

[Name Removed] tried to tell me that I agreed to have the single phase unit. I did not. They have been blatantly dishonest. I have emails to prove this.

I have tried to contact [Name Removed] regularly over the past 5 months but he avoids my phone calls and only replies belatedly to my emails.

There is much more I could say but in summary, I have had many ongoing issues with my system. [Name Removed] keeps referring me to a third party, iZone, the suppliers of the smart controllers that run the system and allowing zoning etc, to fix the issues, but they are terribly unreliable also and Ive been chasing them up for months. I shouldnt have to do this, it is Premium Air's responsibility as the retailer/installer on the system.

Now [Name Removed] wont respond to me at all, hence why I am writing this review.

So my unit is not what was ordered, is missing an outlet, and is not working correctly (i.e. air flowing from outlets that are turned off, flowing on high when its set to low etc etc).

I have emails and recorded phone conversations to back up everything I am writing here, which I look forward to presenting at VCAT.

Don’t waist your time – Call yand organised someone to some out and organise a quote for my a/c to be fixed. Booked a quote for 3 weeks ahead. Thought great organised and it’s a time that suits us both and was organised well ahead of time. Ended up being a total no show, and had tk call to find out what’s going on. When I finally get a call back I’m advised that is on… Read more

another job several hours away from the city and can’t make it. Could of at least called and advised earlier if couldn’t make it instead of nit making the appointment. Then the nerve of wanting to reschedule a time after I had taken a day off and waited a whole hour of my time for this guy to come. Are you joking? Never gave second chance. Tradies..smh

Integrity & Expertise in Evaporative Cooling – Genuine expertise and integrity in diagnosing the cooling requirements for a particular property and identifying the merits of relevant alternative evaporative cooling solutions. Definitely ask for David (an engineer) to assist - exceptional expertise and integrity in formulating the best solution. Very impressive. Show details

Great service – The ducted air manufactured by panasonic was perfect and cheaper to run than gas heating up to 30 pc with solar now a extra 45 pc next months bill should be less according to the power company great work

great company to deal with – From start to finish great service both over phone and on site thanks to Ashley. Thomas, electrician did an amazing job and rectified errors made by previous electrician- life and death- so grateful to him

Excellent Premium Service – I dealt with an honest and professional guy- David H. He asked me all the right questions to understand what my needs were and then he recommended the right unit for my home. From start to finish the service and installation was seamless. David has integrity, is knowledgeable and patient and he explains all the technical information which most… Read more

consumers don't understand. He is a credit to both the company he works for and the industry / product he represents. I cant recommend Premium Air enough and ask for David H.

Gas Ducted Heating Unit Installation – David Hallahan did a great job when he gave me a quotation on a gas ducted heating unit in May. He did all the measurement/calculation and inspection before he gave his recommendation. He was very honest and professional. This gave me the confident that his recommendation was the most suitable for my property. This was the second gas ducted… Read more

heating unit that I purchased from Premium Air. I am also very happy with both of the installations. Great job to the team. Thank you.

Replacement of failed gas heating / cooling system – Premium Air replaced my gas ducted heater / cooling when it failed to operate with a ducted reverse cycle inverter / refrigerated air conditioning. David was excellent. He met with us within a few days, fully explained our options, provided a detailed quote and answered all of our questions. I also contacted him during the installation with a few… Read more

queries which he answered very promptly. The installation team, Mick and Nick, were also excellent. They carried out the installation in minimum time and to the highest standard. Mick answered all of my questions and explained and demonstrated the izone control system.

I highly recommend Premium Air, they were very professional.

Heater – Great service, reliable tradesman. The system works to a very high standard. Tradesman was very friendly and experienced and did a fantastic job. I would recommend This company to anyone. Thanks!

Great service – We had a big split system installed today by a friendly, thoughtful and competent team who tidied up everything after. Electrician was quick, efficient and knowledgeable. Can’t wait for a cold day now!

Quality – Great crew used to replace old inverter system professional polite cleaned up perfect job highly recommend premium air. Only business we could find with actual engineers that know what their doing

Work done ..without problems – Keep up the good work. I had a Samsung Ducted cooling installed. Review the suitable units and costing ..not to forget potential issues in the installation process were discussed and options. A minor problem by the builder and overcame to ensure installation is done.

Quality Service & care – David spent the time to really understand our requirements and to ensure I understood all the available options and what would work best for our home. Installation was seamless and the after care David provides is invaluable. Thanks David I'm now cool!

Happy Customer – I had a breezair evap cooling installed recently, credit to premium air for having a fantastic sales, support and field team. Install tech attended at advised time, went through my requirements before starting the job, which turned out to be a lot more complex and time consuming. With no water outlet in the roof and extremely confined space in… Read more

the roof, Technician spent additional 1.5 to 2 hrs on site Total 7 hrs ensuring I am satisfied and did a very clean and tidy job. technician kept me informed during the process and very informative\supportive. even setting up magiqtouch and wifi. Also wanted to call out Premium air support and sales team who again looked after me very well Pre install, always reachable, knowledgeable, ready with solutions and accommodative.

very Happy with premium air.

Avoid – Ended up taking this company to VCAT due to their work. VCAT found in our favour but the zonal at is still yet to pay the $3k + amount owing to us. I strongly encourage to read back through reviews that will showcase the number of disgruntled customers who have also ended up at VCAT

Pleased with the job – Premium Air replaced an ancient ducted heating system with ducts in the ceiling. David spent a lot of time explaining what would suit my requirements and giving me options. After a couple of false starts when the installer was not able to come as scheduled, the service provided was excellent. The company worked around the numerous need to change… Read more

the work schedule due to the need to work in with a not very cooperative roofing contractor. Thank you David, Danielle and Ashleigh in the office, and Michael and his team.

Poor service – Overall pretty disappointing as we were recommended to go with Premium Air by friends. Both Peter and David are overall poor communicators. We should of known of the trouble to come when they installed the ducting without us providing plans of the house we were renovating (after multiple times offering to provide them) so in turn they cut timbers… Read more

and installed ceiling outlets where wardrobes and cabinet work was planned in. 2 or the 7 they installed were correct. Then trying to get them to rectify the issues was such a hassle.

We had multiple appointments missed throughout the entire process, and when trying to contact anyone to find out what was happening always went unanswered. Even when confirming dates and time weeks in advance and confirming the day before.

Finally over a year latter and we were finally able to resolve our VCAT hearing regarding damage that they created when incorrecting installing the unit the first time.

Would not recommend; be wary that even with new management the same processes are still followed

Excellent Work from the guys in Premium Air – Wanted to get a full ducted system in my house. David from Premium air came in when through the house explained clearly what required and even gave me a promotional offer for a 5-star upgrade for a very low cost to the ducted system. Exceptional work. No problem recommending them. The guys came and installed the unit perfectly working great.

The worst service – Because of there irresponsibility my family has to spend a night without heater and the workers are too arrogant. Without producing invoice want to payment and when i told after finishing my work i will come home and pay they took regulator or the heater

Ducted Heating and Cooling System – Under these trying times with COVID, we needed our heating/cooling system replaced and we engaged Premium Air in Ferntree Gully. Thank you for all your assistance Alex and Danielle. We had our new system installed by Michael who was very professional and fastidious in the work he did. He explained the process and took our requirements into… Read more

place to ensure we would get the finished work we'd be happy with. I would rate Michael 6 out 5. Thank you very much Michael.

Great service from Premium Air – Excellent service from Premium Air, Ferntree Gully, Vic I can fully recommend Premium Air for their friendly, professional, efficient, timely and value for money service! Our old Ducted Gas Heater malfunctioned on the coldest day this winter. On contacting Premium Air, David, their HVAC Engineer, immediately visited to provide us with a range of… Read more

alternative recommendations, including options for a complete system and for just replacing the heater. David was extremely thorough, measuring the volume of every room in our house which he submitted to Premium Air's Thermo-engineer for a full evaluation of our requirements. This was the only company who did this of the 3 that were contacted. The final quote, which arrived the following day (Friday), was most competitive compared to the other full quote that I obtained and their thorough and professional approach gave them the edge. They even "threw in" a complimentary WI-Fi Smart App Controller and a free service to seal the deal. I questioned some adverse reviews of their service on the "Product Review" web site and received a full and frank explanation from David that, a couple of years ago, there were a few dissatisfied customers because of "supply chain issues" with one of their air conditioner suppliers and that they had offered refunds of deposits to these customers. By Monday, the installer, Michael, who had been hand picked by David for his workmanship, arrived to undertake the complete removal of the old system and its replacement. Michael was amazing, working flat out for almost 3 days under our house on our large system and installing an even higher capacity 5 star heater than that quoted for, at the same price! Now that is service for you! Michael did a wonderful thorough job with the installation, with most professional work ethic and workmanship, with all rubbish removed from the site and everywhere left clean and tidy. By the afternoon of the third day we were up and running with a professionally designed and installed 17 vent, 4 zoned high efficiency system that works like a dream. Throughout the whole process David kept us informed of progress and answered all our queries. I do not usually write reviews of services provided but have made an exception because of the exceptional service that I received. I am happy to recommend Premium Air to any prospective customer. Graham, Mount Waverley, Vic

Great Service – Needed to replace our Brivis Buffalo heater after faithful service for 29 plus years. Contacted Alex at Premium Air and obtained a very competitive price. From accepting the quotation to installation all within 48 hours. Very efficient installation done by Michael and follow up from Danielle support services A job well done, we now have a warm house and not worry about relighting the pilot light of the old heater

Excellent service from start to finish – We had an excellent experience using PremiumAir when getting ducted heating for our home. They were so knowledgeable, friendly and efficient. They were really reasonably priced and also removed our old gas heater as part of the price. It wasn't complicated at all and I wish we had done it sooner. I highly recommend their service.

Excellent! – The Premium Air team were fantastic and we are really happy with our new ducted heating! The team removed our old unit and replaces with a more modern system. The installation was easy and efficient. I would recommend Premium Air to anyone.

Excellant Service – Terry was very helpful in helping us decide on a suitable unit for my mums flat, which she is extremely happy with and also at a good price. The installers were punctual, efficiant and very helpful with any questions we had. Extremely happy with the service as a whole.

Beware! Unaccountable & Uncontactable! – After quote in November from S, installation was agreed to in 2 weeks time of ducted heating system. Since then the most unprofessional, incompetent company we have ever come across. They are very fast to take $300 deposit then nothing but lies and the run around since. The number of times we have rung them, to find out when our unit was to be… Read more

installed, on their 1300 phone number (with NEVER ONCE getting anything but an answering machine) and messaged them is unbelievable. They will text an installation date.. and of course noone EVER turns up to install your unit.... then their way out of this is by saying "but we never confirmed that date"!!! What the!!!! All this via text of course so that they absolutely never take accountability for their incompetence or deception. STAY AWAY FROM THIS COMPANY PLEASE!!! Thank goodness we didn't put down a larger deposit as it would have disappeared along with them. Now despite requesting our deposit back, naturally nothing has eventuated. We will be continuing to follow up their theft of our money, the incompetent running of their "company" & the illegality of their business practices with VCAT, and have informed Premium Air of this.... and guess what....this was met yet again with silence

Also BEWARE that any negative reviews they get will be challenged by them as "" written by someone we have never dealt with, dont recognise their name, wasn't a customer of ours etc etc etc. Ring us on our 1300 number to discuss any issues you have"" etc etc!!!!!! (Remember that none ever answers their 1300 number) Their deception knows no bounds.