A Tennessee senior’s nightmare should be a warning for all of us
There are a few industries where I’ve personally lost trust after being burned: transmission shops, dentists, and heating and air conditioning companies. I’ve been ripped off by all three. As President Reagan famously said, “Trust, but verify.”
Just yesterday, I was talking with friends Rodger Thomas and Dana Blair about how seniors are increasingly being targeted and taken advantage of. We all agreed there needs to be stronger advocacy and consumer protection for our older citizens.
Many in our community may remember this cautionary story from a few years ago:
When 89-year-old Robert Nolen of Goodlettsville called Donelson Air for a routine inspection, he trusted the company he had loyally used for years. What happened next is a story every Tennessee homeowner — especially our seniors — needs to hear.
According to a NewsChannel 5 Investigates report, Nolen was told during the inspection that his heating and air conditioning unit needed to be replaced. The technicians installed a brand new system — their most expensive model — and signed him up for the company’s highest level service plan. The repair crew told him he’d be paying $275 a month. What they allegedly failed to mention was that the payments would continue for the next ten years.
“The total bill? Over $32,000. That’s not a typo. It’s theft!”
Nolen, who said he would be 100 years old before the bill was paid off, worried he might not live long enough to see the end of it.
It was only after NewsChannel 5 Investigates got involved that Donelson Air offered to reduce the price — dropping it to $13,000. But a neighbor of Nolen’s, who owns his own HVAC company, stepped up and offered to install a brand new system for just $6,000. Donelson removed its system, the neighbor installed the new one, and Nolen said he felt a huge burden lifted from his shoulders.
“I already feel good and relaxed since Donelson has moved their air conditioner and this unit and we don’t have the pressure that we did have,” Nolen said. “We really appreciate what Channel 5 has done for us and that they are concerned and helping people.”
Donelson Air has also agreed to remove a lien they had placed on Nolen’s house and issue him a refund.
Warning Signs of HVAC Fraud
Before you let any company inside your home, know the red flags:
Pressure to replace instead of repair — A reputable technician gives you options, not ultimatums
• Vague or verbal-only pricing — Always get a written, itemized quote before any work begins
• Upselling during routine visits — Be cautious if a “routine inspection” suddenly turns into a major replacement recommendation
• Long-term financing buried in the fine print — Read every document before signing. Ask specifically: “How long am I paying, and what is the total amount?”
• Lien placement on your home — This is a serious legal action. Know that HVAC companies can place liens if bills go unpaid, which affects your property
How to Protect Yourself
1. Always get at least three quotes before agreeing to any major HVAC replacement
2. Ask for total cost in writing — not just the monthly payment
3. Research the company — Check BBB ratings, Google reviews, and complaint histories
4. Bring a trusted family member or friend to any major sales conversation, especially seniors
5. Call your local consumer protection office if you feel pressured or deceived
6. Know your right to cancel — Tennessee law gives consumers protections on certain home solicitation contracts
A Word About Good HVAC Companies
Most heating and cooling professionals are honest, hardworking tradespeople who take pride in their craft. The bad actors make it harder for the good ones. Companies that offer transparent upfront pricing, maintain strong reputations, and communicate clearly are the ones worth your loyalty and your dollar.
In Robert Nolen’s case, it was a neighbor — a local small business owner — who stepped up and did the right thing for $6,000. That’s the kind of community-rooted business that deserves your call.
The Bottom Line
Robert Nolen wanted no pity. When viewers offered to help pay his bill, he graciously declined and asked that anyone who wanted to help find someone who truly needs it. That kind of dignity and grace speaks volumes.
But his story should light a fire under all of us. Protect your parents. Protect your grandparents. Ask questions. Read the fine print. And never let anyone pressure you into a decision you don’t fully understand — especially inside your own home.
If you or someone you know has been a victim of HVAC fraud or consumer deception in Tennessee, contact the Tennessee Division of Consumer Affairs at 800-342-8385.
