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1st Impressions

Phone: (704) 200-7165

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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
Advertising / Sales Issues1
Billing / Collection Issues0
Problems with Product / Service0
Delivery Issues0
Guarantee / Warranty Issues0
Total Closed Complaints1

Complaint Breakdown by ResolutionAbout Complaint Details

Complaint Resolution Log (1)
06/10/2014Advertising / Sales Issues | Read Complaint Details

***** *******, owner of 1st Impressions was sent out by our property manager to repair an A/C unit at our rental property. We were told the unit had to be replaced, that it could not be repaired. I asked that the repair service contact us with cost, etc. The next communication we had, was that the unit had been replaced with a Goodman. I would have never agreed to that brand, but it was too late to do anything about it. Our bill just for the price of the new Goodman was $3,200.00, and the total bill was $3,380.00. It was installed in June of 2011. In June of 2013 the unit stopped working. ***** informed us that it was possible it had been hit by lighting, and advised us to file with our home owners insurance. It was rejected. This time he charged us $650.00 with $347.00 for materials, $208.00 labor, and $95 for the service call. Total of $650.00. Last week the property management company contacted us, saying the A/C was again not working. Since we had just had a new A/C unit installed in our rental property in ******* ****** it was fresh on our minds that we had paid less than $2,800 to have the same size, new Lennox installed there. I left ***** 2 different messages to call me about the problems we've had with this Goodman. He would not call me back. According to Goodman customer Svc, they would have covered the parts on the repairs last year. ***** told us we had a 10 year warranty, but Goodman says because he had it shipped "dry", it's only covered for 5 years. Our A/C was repaired today by ****** ********* and the problem was the caps were left off the unit from the last repairs, and the Freon had completely leaked out! In the attic, the drain pipe was completely stopped up, with the water going to the over flow pan. We have no idea why that's happening, other than shoddy workmanship. Upon checking on the price of a new Goodman, Model # *** XXXXXXXXX (same one he installed) I found the price to be $757.99. He charged us more than 4 times that price. We've been had!
Product_Or_Service: Goodman A/C unit
Order_Number: Not on invoice
Account_Number: Not on invoice

Desired Settlement
Replace this A/C unit with one that carries the normal 10 year warranty, or he can refund our money. If I can buy the same unit from ************************ for $757.99, he either got it at that price or lower. I can understand charging us a handling fee, but to charge us 4 times the price, and then to charge labor on top of that, is not acceptable. I expect to be reimbursed for the parts that should have been coverd under the warranty. I feel he left the plugs off the unit on purpose.

Business Response
I replaced the outdoor A\C and the indoor evaporator coil in the attic and a float switch in the emergency drain pan that was faulty and did not work. Also replaced a 4 " double wall 90 degree elbow that was broken that carries the harmful flu gasses (carbon monoxide) to the exterior of the house. The float switch being broken aloud the emergency drain pan to over flow and weaken the platform that the furnace was sitting on causing it to lean and cause further problems. The company that HIRED me ********************** not ****** ******* approved my suggestions before I acted on them. If she is upset at anyone it needs to be them for they are the ones who told me to do the job from the beginning.They were given an option and this is the route they took. I'm sorry for your problems you've been having but i can not control when a system is going to not work properly as can anyone else. My prices are competitive. There are a lot of companies higher in price than me. No two companies are the same that is why they call it competition. I am sorry to inform you I can not fulfill your request for me to reimburse you the money or Install another system at my cost. Again you need to take the complaint up with the property management company or start managing your properties yourself so that this doesn't happen again. Thank you and have a blessed day. The following attachments below are a copy of the invoice written to the management company and the check in which I was paid by them making them your problem not me.

Consumer Response
Complaint ID#: ******
Business Name: 1st Impressions

****, I have done a lot of research since I spoke with you. *** ****** with ********************** told me to let you know that ***** ******* did not have the authority to make any repairs over $300. That ***** did not work for him, he was merely a vendor that they used on occasion to help their clients, if the clients approved it. He said they will not pay a homeowners repair bills that exceed the threshold, and ***** was aware of that. It has to be approved, and paid for by the owner. He would like to talk to you about what his actual role is. ***'s cell phone number is ************.

I had Goodman to send me the warranty on the central A/C system ***** ******* installed. It lists the owner as ***** "*********", with the phone number of **********************. *** said it was ***** that registered it, as they know my name is *******, and they would have never given their phone number as the consumer's contact number.

I have attached the Warranty information from Goodman,(showing ***** was aware of who the owner was) and the canceled check where we paid the bill for having the central A/C unit installed. (Check made out to ***** *******) I have so many things I need to get done before 5pm, so I will send you a copy of the bill for $650 that was for repairs made in 2013 for the same new unit, and the canceled check where we paid that. The bill was made out to my husband on that one. I will also send the bill from earlier this month that we got from our new heating and A/C guy. These were charges resulting from removing the caps off the unit, and letting the freon leak out on the ground. Our tenant is a single man in his 40's, and has been with us for years. He is not going to do something like that. I believe ***** is responsible for this, as it results in having another service call.

Let me know what else you need.

***** *******

Final Business Response
A compressor change out is a minimum cost of $1,600 what was paid for was the labor so she did get the compressor under warranty. Leaving the caps off would not release the refrigerant.

Final Consumer Response
(The consumer indicated he/she DID NOT accept the response from the business.)
This makes no sense that you believe a written statement over actual proof. He says he never got a check from the home owners. I've sent you copies of both checks written out by my husband, and endorsed by him. I can't make you look at my proof, but you take his word? I sent you a copy of the bills he sent to us. Doesn't that say to you that he billed us and not ***************? Let me take that back. He did bill both ***************, and us on the first one. The second bill was sent to us...and you have a copy of that in your files. And to answer his question about why it's coming up now. It's because we are just now finding out that his repairs in June of 2013 were covered under the warranty. We trusted him until yet another repair was needed this month. And this was because he left the Freon caps off the outdoor unit. I can't think of a better way to assure another service call! I told you *************** wanted to speak with you to clear up what their position is on this, but you didn't want to know the truth. As far as I'm concerned, The BBB is nothing to consumers! Like I said, I can't make you look at evidence! I'll know better than to waste my time on anything having to do with you in the future! I'll be sure to advise ********************** that you think my complaint is with them. I'm sure they will be thrilled to hear that! I provided you with everything you said you needed to prove my complaint. What a waste of time!

Industry Comparison| Chart

Air Conditioning Repair, Air Conditioning Supplies & Parts, Heating Equipment & Systems Cleaning & Repair, Air Conditioning Systems - Cleaning, Air Conditioning Equipment - Room Units

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