Ft Myers Beach - Good Neighbor

FMBGN-BIZ-5 Star Air - What If HVAC Put People Before Profit

• "Cabo" Jim Schaller • Season 5 • Episode 39

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If HVAC quotes have ever felt like a maze, this conversation with 5 Star Air’s Chris Kagan brings a much-needed map. We dig into why he built a repair-first company with no commissioned salespeople, how seasoned technicians change the customer experience, and what transparent pricing looks like when you can see the photos, notes, and logic behind every recommendation. It’s a grounded look at an industry that impacts your comfort, your budget, and your peace of mind.

Chris shares the moments that shaped 5 Star’s philosophy: offering free second opinions, refusing to trash competitors, and correcting inflated quotes with clear, documented options. We talk numbers on coils and full system replacements, and walk through how he negotiated aggressive pricing on select Trane systems to deliver better value without cutting corners. Quality matters because they stand behind everything they install with a one-year workmanship warranty, and they won’t touch equipment they consider unreliable—because if it breaks, they’re the ones coming back.

We also unpack the recent refrigerant transition and supply crunch, why some contractors took risky shortcuts, and how tariffs and manufacturer price hikes distorted the market. From restoring shuttered restaurant refrigeration to completing HVAC work for the Hemingway Home in Key West, Chris explains how a problem-solving mindset, documentation, and accountability turn tough jobs into trust. He even covers the unglamorous moments—like fixing a ceiling after an attic misstep—and why owning mistakes protects both the homeowner and the brand.

If you want to understand how to evaluate an HVAC quote, when a repair makes more sense than a replacement, and what proof you should expect from any contractor, this episode delivers practical insight you can use today. Subscribe, share with a neighbor who’s facing a big AC decision, and leave a review to tell us what you want us to dive into next.

5 Star Air
Chris Kagan
8191 College Pkwy #303, Fort Myers, FL 33919
239-282-2222
chris@5starair.com
5starair.com

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Cabo Jim:

Welcome, good neighbors. Today we have good neighbor, Chris Kagan 5 Star Air. Welcome. Thank you.

Chris Kagan:

Happy to be here.

Cabo Jim:

Absolutely pleasure to get to know you and share your story a little bit with our listeners and uh you know learn a little bit more. My tagline no shade...just sunshine, but in your case, sometimes people like today because it's a little hot on the sunlight.

Chris Kagan:

It's a little colder in the game.

Cabo Jim:

Right. Right. Well, that's not even here that we like that sunshine out there a little bit more. It is a little chilly today, but I'm not gonna lie. But uh, why don't we start off by you sharing a little bit about 5 Star Air?

Chris Kagan:

Okay. Yeah, so so 5 Star Air, I I started uh about five years ago, and it was started to provide people with honest, fair AC services because the AC systems are somewhat complicated. Most people don't have an understanding of how they work, and they're easily taken advantage of. And so that was why we we entered the business. And there's there's a little bit of uh some some confidential part of the story. You know, I was an owner in AirPros for a little while. Okay. Um, and I kind of got an idea of what I didn't want to do. Um and then I started Five Star. And it was it was started with, you know, honesty and transparency in mind at the very forefront of our mission. And, you know, we uh we back that up by um the way we treat our employees, the way we treat our customers, the way that we feel about our business and what we try to do for for society and for the local population as well. So um we're not a sales company. We have no salesman that work for us. If you're out in the field for us, you're you can fix air conditioners and you're really good at it. You've got 10 to 15 years experience. Um and that's just one of those things where we didn't we didn't want to be a sales company. So we're not a sales company at all. I don't we don't have anyone to send out to anyone's house. I mean, we've had people that you know complain about the 99 or 79 service call. But I mean, you know, when you're not running uh a 1099 uh subcontractor to someone's house and you're paying, you know, you're not paying a percentage of what their ticket sales are, like that costs you money to send someone to someone's house. Absolutely. We just try to recover our costs and um and it's gone really well up to this point. You know, we we do a good job, uh, we provide honest fair service, um, and we're growing. So we're we're real happy with where we sit.

Cabo Jim:

That's the important part and focusing on customer service, like you said, because there's so many companies out there nowadays that traded that for the dollar, they're just looking at the dollar signs. You're looking to fix their problem and do it right, but then also treat them with the the service like they should be, you know, and not take advantage of them as well.

Chris Kagan:

Correct. And you know, our family, I mean, I'm a Kagan. We've been here for 50 years, you know. My my dad is John Kagan, he was a port, he's an orthopedic surgeon. He retired a few years ago, but you know, he was a high-volume orthopedic surgeon and and he made his living off of taking care of others and treating them fairly. And he passed those lessons on to his children. Uh, and that's how we make our living is you know, providing fair, honest services to our customers. Um, and so it feels really good uh what we do. Uh and we also educate our customers as well about you know potential issues that they may have. Um, we do free-second opinions. We ran one yesterday. I'll never mention another company's name because what I will tell you is the AC business is super shady, right? You can always find someone to go behind you and and start, you know, trying to tear apart this, this, this, and this to make someone else look bad. We will never do that, right? We just we rest on our own laurels and on what we do as a company. We ran a call yesterday in Alva, no names, no companies. Uh, customer told they needed a new $4,000 evaporator coil. It was not under warranty. The system was nine years old. We did verify all that before we went out to give our second opinion. So it was a non-warranty coil. Um, from our company, that would have been about $22,000 to $2,500, not $4,000.

Cabo Jim:

Yeah.

Chris Kagan:

Um, but they also tried to sell this person a brand new three-ton American Standard for like $13,800. Um, yeah, and you can get one of those from us. We don't sell American Standard, we sell just the train product, like the quality train products. Um, you could get a three-ton 15.2 sear from us right now for $72.99, $73.99. Yeah. Now there's a reason for that. So we were big Ream Pro partners. We used to do a lot of Ream, hundreds and hundreds of thousands of dollars a year in Ream products. Um, I wasn't really that happy with some of this new the new systems that were coming out, the gas issues, the shortages, some of those issues that we were having. And so because we finally got to the point where we had some critical mass and we could actually get in front of some of these different suppliers and they would listen to us, um, uh we set up a meeting with Train. And we basically uh went to Train and we said, Hey, listen, we want to be your one of your premier dealers, we want to provide our customers with these units at the same price we were selling a remounit for. We just want to change the name. They came back to us after a week or so and they they said, Okay. And so they gave us on two different units. This is for us, we chose the 15.2 sear and the 17 sear plastic cabinet. They basically gave us ridiculously good pricing on them, and we passed it on to the consumer. I love that. Yeah, so right now, I mean, it's it's never been cheaper to get a train product from us than it is right now, and um a lot of people are really happy with uh the the product and the quality of product that train is putting out right now as well. So that's the important part, you know.

Cabo Jim:

Anybody can get an AC unit, but you want quality. You want something that's gonna last and something somebody's gonna stand behind. Correct.

Chris Kagan:

Well, remember if it breaks, we have to fix it. Yeah, we we provide an unconditional one-year warranty on anything that we install, unless you buy your own equipment and we just do the labor portion. Then I can't give you a warranty on the equipment, but um we provide that, so that's that's what dictates what we will install and what we won't install. Like, we won't install what I consider to be inferior products or problematic type units that constantly break because I don't want the headache of going out and fixing it all the time. It's the truth. I mean, it's it's really I try to look at it very clean. Remember, we're busy, we I've got a lot going on. Like, I I don't want to install problems for people. We want to install quality product that they won't have any issues with for an extended period of time.

Cabo Jim:

Yep.

Chris Kagan:

But you have to remember this is mechanical equipment, also, it's always running, stuff breaks. Um, so there's really no way to control, you know, what what may break, or if you know, a new unit you put in may have a potential coil leak after a year. That's very, very rare, but it I've seen it happen. Um, but that's where a company like us comes in, we're repair-based. So we fix stuff for living. Um, you know, we have gotten uh refrigeration units and restaurants that were closed for three to five years back up in operational. Wow. When they were told that they couldn't be you know operated, they needed a new one. Um, so we work on all types of equipment. Uh we work, we do work for the U.S. government, we do all types of refrigeration, HVAC uh work around the state of Florida.

Cabo Jim:

I love it. And a little fun fact, I know before we talked, you mentioned uh a project down in Key West.

Chris Kagan:

Oh yeah, we we have a pretty pretty decent sized operation down in Key West. Uh we did just finish the Hemingway home down there. Um I did create a little video that we couldn't shoot any video inside the home because people, it's a museum, right? People go in there and see it. So they don't they don't want any of their you know information shared like that. But uh we were able to get some cool videos of the cats, you know, the Hemingway cats were very special, six toes or what they call pop jack, right?

Cabo Jim:

Right, right. Great work and a great story to share. I love that. I love it. Yeah, pretty pretty cool. So do you notice anything trending or changing within your industry lately?

Chris Kagan:

Yes, yes. I mean, so for a while there was uh uh a problem finding that 454 uh gas that just came out, you know, the government requires uh suppliers and manufacturers to use this new gas. Um, and it was very, very difficult to get their hands on to get your hands on. So at one point, I remember we bought a pallet of it at like 400 a jug. We got lucky, you know, we have some good contacts. So we, you know, we got a pallet of it when we needed it, and we were able to kind of use that throughout the last year, but a lot of companies they couldn't get the gas, and what they were doing was which is you really shouldn't do this, but they were dumping the 454 gas, possibly changing the piston in the system, but then they were putting 410A gas in it, which was available and then starting the system up. Um yeah, and that was actually we dealt with probably three to five uh customers that had called us for second opinion, and that was the outcome.

Cabo Jim:

Wow.

Chris Kagan:

Yeah, it but I mean, I I do understand you you could not get the gas at that time. I mean, you just couldn't get it. It was twelve hundred bucks a jug if you could get it. Wow, so crazy, yeah, but I mean, you know, that's sort of the problem. Whenever, whenever the government dictates what you have to use, and then the supply is is limited, or you know, it basically causes you know price spikes and and price increases, and that's exactly what happened. Also, throughout our industry, uh, you know, they've a lot of the manufacturers have used these tariffs as an excuse to kind of crank down on everyone, including us. Um so you know, we've seen a lot of that as well. We've seen a lot of the pricing up from the uh manufacturers and the suppliers. Um, but I do feel like that's starting to equalize. So it's yeah, it's good because you know, without without the contractors, there would be no one to put their equipment in, right? So we're we're a needed part of the equation. And sometimes I feel like you know the contractors are left out of the equation or they're thought of the least. But in actuality, without you know, people fixing air conditioners and installing new ones when they need them, you know, people wouldn't people wouldn't have cold air, they wouldn't be comfortable.

Cabo Jim:

Yep. So I know it's not all funny games at work. I know you enjoy what you do, but when you get a moment of free time, what do you enjoy doing outside of work?

Chris Kagan:

That's a good question. I love fishing and I love golf. Those those two activities are probably what I what I enjoy doing the most outside of work and spending time with my family. Now, the golf does involve the family, so that's great. So I take my 12-year-old out, you know, or you know, 12, 10, and 8-year-old out. We play, you know, around a golf, go to the range. Um, so that's really great. And then the same with fishing, you know, we go out as a family. I really I try to uh make most of my free time that I have available to my kids and to my family, my wife, just simply because I think that's important for a healthy relationship and a healthy family.

Cabo Jim:

Absolutely, and being outside helps as well, too. So absolutely, yeah. And now you mentioned family because you you said you've been here for quite a long time. Your your family's your family's generational.

Chris Kagan:

Generational here. Uh, my my father's John Kagan, he's an orthopedic surgeon, uh, very talented man, uh, high volume orthopod. He just retired a few years ago. My uncle was an orthopedic surgeon here. My grandfather was a dentist here.

Cabo Jim:

Um, yeah, a lot of history, yeah.

Chris Kagan:

A lot of history in Fort Myers, Florida, Lee County, Florida. Um, and it's where I raised my children.

Cabo Jim:

So you're just trying to do the right thing by the for the right people down here, and just you know, that's uh we need more people like you down here. That's what I always say. I love it. Thank you.

Chris Kagan:

I appreciate that. And you know, here's the thing I we really do try to live by those words as a company. You know, we we go above and beyond for our customers, even in situations where uh most other companies would not even consider, and we will, you know, like I'll tell you this, sometimes you'll have situations happen where you know we a guy fall through a ceiling. I mean, it happens. You're in an attic, right? You're in an attic, and and you know, I mean, there are sometimes there's areas to walk up there, sometimes there isn't. And uh, you know, so I mean, we've had stuff like that happen. Now, what do we do as a company when something like that happens? Well, uh, you know, you do get the Kegan name when you choose five-star air. So I stand behind everything we do. So, what what did I do is, you know, we we have you know, friends in the industry that are contractors and we reached out to them. And unfortunately, that was uh, you know, $2,500 to $3,000 mistake on our part. You know, we had to replace the ceiling. Uh, but I will tell you that, you know, if you can if you can solve some of the adversity before it becomes a big deal, that's the key. Like, you know, I'm not gonna say any names, but there was a company recently that went out of business, they had to change their name, they're still out there doing the same BS to people, no names. But it all starts with the fact they were publicly uh not humiliated, but they were it was it was disclosed on a news station that they had charged people like six to ten thousand dollars for work that was not done. Wow, and these customers tried to reach out to this company for for like six months to a year before they got the news involved and everything else. And it and honestly, you know, I feel like that's where a lot of these HVAC companies make their mistake is instead of just dealing with any potential issue head on and and coming up with an amicable, reasonable solution to it, they kick the ball further down the road, and then next thing you know, you know, they're on TV, they're looking like you know, it's uh they they provide you know not great work or they don't do the work that they're hired and paid to do. Um, that'll never happen to us, ever. Because you know, anytime there is any sort of an issue, I'm I'm involved from the very beginning.

Cabo Jim:

Um yeah, and so treating people right and customer service, end of the day. That's that's what it's about, you know, and good quality work, you know. Well, that's the key, right?

Chris Kagan:

Without the quality, without the quality, you have nothing, right? You're just a hack, you're a chunk in the truck. That's what they call them. I mean, I'm just passing on some of this lingo, but without the quality and without the knowledge, you're you you know, you're a chuck in the truck, you don't know what you're doing, right? Yeah, um, if you can provide really good quality and really good service that gives you the opportunity to maybe grow a business. But yeah, you know, the one thing about AC that that I've learned over the last five years is is it is a super fickle industry, okay? And I really mean that, and not the greatest of ways. So, you know, even family, if you can't get out there as someone and get their air conditioner fixed right away, they're calling the next company, right? Right. There is there is no loyalty in AC. I hate to say that because we're in the industry, but it's the truth, right? So, um, you know, answering the phone, doing a good job and fixing someone's problem, that's really the only way to maintain your customer base. That's it. There is no, it's not like insurance or somewhere where you know there's residual income and they're guaranteed to cause it's set it and forget it.

Cabo Jim:

No, you got to take care of it every day.

Chris Kagan:

Yeah, you have to nurture your customer and you have to do a good job. Basically, what it pulls down to.

Cabo Jim:

Very good. So, how would our uh listeners go about contacting you if they had questions or needed some more information?

Chris Kagan:

Yeah, so uh, you know, we have a website that we just did. Actually, I'm really proud of it. It's www.thenumber5starair.com. Uh, you can actually book any service on the web on our website. Uh you can schedule emergency service, um, or you can also call. We have three to five different phone numbers because we are, like I had mentioned, we're in the keys. So we have this we have a 305-uh 500-5555 is our our keys number. Um, and then locally we have 239-282-2222 or 1-888-5 star AC. If you call any one of those numbers or you go to our website, you'll reach us. And um, you know, we are we will we will give second opinions for free. Um if you're concerned that you know you're not getting a fair shake or that you're being lied to or you don't trust what you're being told, give us a call. Uh, you know, and we'll show you why people actually call us, is because you know, you'll get a detailed report. We run Service Titan, which means we we carry all pictures, documentation, voice recording of phone calls. I mean, we're we're a tech-based HVAC company. So we use any and all available resources to provide the best possible service we can.

Cabo Jim:

Very good. Very good. Any last words for our listeners today?

Chris Kagan:

Give us a call at 5 Star Air. We're happy to help you. And if you need anything, uh, you know, we'll be there as quickly as we can get there.

Cabo Jim:

I love it. Chris, it's been a pleasure getting to know you. Thank you for being such a good neighbor, and we'll see you out in the community here soon.

Intro/Close:

Thank you,. Until next time, That's cabowabboJim.com. Or call 239 427 4100. We want to send out some island love to Eric Tibbs from Edward Jones, State Insurance USA, and Homewell Care Services Fort Myers. They are the businesses that allow us to share the soul of our community with every listener, from local stories to the positive vibe of island life. Here's to celebrating all that makes Fort Myers Beach the slice of paradise we all love.