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Consumer Complaints

BBB Accredited Business since 01/25/2001

Pruett Air Conditioning Associates

Phone: (478) 953-4986Fax: (478) 953-3609

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Customer Complaints Summary

1 complaint closed with BBB in last 3 years | 0 closed in last 12 months
Complaint TypeTotal Closed Complaints
Problems with Product / Service1
Advertising / Sales Issues0
Billing / Collection Issues0
Delivery Issues0
Guarantee / Warranty Issues0
Total Closed Complaints1

Complaint Breakdown by Resolution

Complaint Resolution Log (1)
04/16/2015Problems with Product / Service | Read Complaint Details
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Complaint
Repair of heating unit left a burned electrical panel in the attic uncovered and wired. Could potentially cause a fire or electrocution issue.
Repair man annotated on billing statement that the box in the attic was burned up. I asked would my house catch on fire and he stated no that he had disconnected the wiring from that unit and re-wired the unit so that it would not catch fire. After providing consent for repair, the heating unit was repaired. However, the box left in the attic without a face plate and the wiring is still active. This could potentially cause a fire and is very dangerous uncovered. The panel is blackened with soot and left uncovered. After my son touched the wiring in the attic on Saturday and we learned it was hot we called Pruett and explained the situation - they wanted to know if I was on contract with them. I explained that I wasn't, but that I had the repair done and it wasn't done properly. They sent out a repair guy without charge. The repairman (***) stated that it was done incorrectly and his boss said he could fix it but I would be responsible for the bill - I explained that I had already paid to have this repair and it wasn't done properly. The company was more concerned over receiving additional payment than they were correcting their error after admitting it wasn't done properly.

Desired Settlement
Proper repair and refund since this large company is more concerned about being paid than they are correcting their error.

Business Response
We ran the original call on XX-XX-XX and found the wires in the disconnect box were pulling to much power and had shorted themselves out. we made the repair for $60.00. On ****** we went back out for the same issue at no charge. Informed the customer that their thermostat was causing the heat strips to run constantly and the wiring for the unit wasn't properly sized to run constantly. We informed the customer they needed to either reprogram the thermostat (he didn't have information on) or we could do it for him, or we could install a new one for him. The customer chose to not do anything. We even gave them the website to try and find it on his own since they didn't want to pay. On our most recent call in ***** 2015 more than a year since we last informed them of the issue we went back out at no charge to the customer (our policy is a 30 Call back period and we extended that to over a year in this case) We informed the customer that if we were to repair it that we would need to do it properly and we would be glad to do the repair and service call at no charge but the old disconnect would need to be changed which they have never had replaced and we also suggested they get new wiring (which we don't do) to be up to code. We are more than willing to make the repair but we will not just "get it to work" again. The correct repair needs to be made or this will be a recurring problem and continue to be a hazard. We are willing to use the current wiring to rewire to a new disconnect box with the customer paying for the disconnect box (which has never been replaced.) But there are other issues at hand that need to be addressed for safety reasons. In the past the customer has refused our suggestions and continues to put themselves in danger. At this point we are no longer willing to try and "just make it work" we will only make the repair in the correct manner.

Consumer Response
Thank you ***** for contacting me.

Here's my reply:
I moved into the house at *** ***** **** ***** in October 2013. On ********* day 2013, I discovered my heat was not working. The next day, I contacted Pruett, who sent a real nice technician ******** ** ** *** 2013, ***** got the heat working, on my behalf Mr. ****** paid paid Pruett $188 (check ****** for the repair and a service agreement. On Dec 31, ***** returned to clean the coils , flush the drain, and check the heat kit, blower motor, capacitors, 35/5 MFD, freon, defrost mode, compressor and fan motor - all of which were declared good. Invoice AXXXXX states "the system is ready for winter". Unfortunately, the next day, my heating unit was making a loud noise, and not producing heat. Pruett sent ***** to trouble shoot the system. ***** discovered the problem with the aluminum wire and burned disconnect box. He stated he had fixed the problem, and I specifically asked if my house would burn down as a result of the burned out box, he responded no. He stated that he disconnected and rerouted the system so it would not use that burned up box. We did discuss the thermostat issue and I asked if he could program it for me. He pushed buttons and flipped switches, but couldn't figure it out without the manual, which I did not receive. He did offer to install a new thermostat at a charge, but didn't know if that would help. Eventually a friend of mine, did know how to program this particular and it has operated well ever since. on ***** *** 2015, while installing flooring in my attic, my son was shocked by the exposed wires in the box that I assumed were disconnected and not properly covered, but left exposed and connected (see pictures previously provided). My request to have the aluminum wires properly protected, has nothing to do with a new thermostat, or the need for a new service agreement, and everything to do with Pruett's assurance that my house would not burn down or that someone could be in danger due to the exposed wiring left uncovered.

Thank u for your time, please feel free to contact me if you need additional information.

Respectfully,
******* G. ******

Industry Comparison| Chart

Heating & Air Conditioning, Air Conditioning Supplies & Parts, Air Conditioning Contractors & Systems

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