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AC Wizard

Phone: (214) 342-2665Fax: (214) 347-4321

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BBB began including the text of consumer complaints and business responses in BBB Business Reviews on 07/01/2013 for complaints filed on 01/01/2013 and thereafter. This includes all complaints that meet our reporting guidelines and that are filed electronically. We also report on the resolution of the complaint, as determined by BBB.

Customer Complaints Summary

3 complaints closed with BBB in last 3 years | 1 closed in last 12 months
Complaint TypeTotal Closed Complaints
Problems with Product / Service3
Advertising / Sales Issues0
Billing / Collection Issues0
Delivery Issues0
Guarantee / Warranty Issues0
Total Closed Complaints3

Complaint Breakdown by ResolutionAbout Complaint Details

Complaint Resolution Log (3)
09/24/2015Problems with Product / Service | Read Complaint Details

Charged at original visit less that 30 days ago, stated that will not charge again, but charging a second time $200.00
This company is a contractor for American Home Shield. Came in to diagnose AC problems, filled refrigerant and changed #180.00 (Paid by Check); Tech stated will not have to pay again if they fix it. I called American Home Shield and got them to forward the work to this company, and now they want to charge another $200.00 for additional refrigerant. Contract states that they cannot charge a second time, especially when they are coming back to do the work that was incomplete.

Desired Settlement
They have to fix the problem and honor the money that was paid by check.

Business Response
This seems to be a case of a miscommunication between the customers home warranty company and our office. We do generally offer to add refrigerant to help get the customer through till we can get back with the equipment for the repair. If we do this then we usually will not charge again for the refrigerant as long as the repair is done with in a reasonable amount of time. In this case it seems that the delay in service was due to the warranty company. We will honor the original agreement and not charge the homeowner for the additional refrigerant.

09/10/2014Problems with Product / Service | Read Complaint Details

failure to repair AC after numerous attempts
On Sunday, we called AHS to report a broken air conditioning unit. AHS assigned A/C Wizards ("AC"). AC came out Monday. The tech failed to diagnois the issue and blindly changed the fan. On Monday late/Tues early, the A/C broke again. AC came out again late Tues (after 8 PM). On Wed (today), we came home at 3:30 and the A/C was broken again. AC said they would try to send someone but did not give a time. So, AC has been here 3 times and failed to fix the A/C. They have one job - fix the A/C. We paid $500 via AMEX for freon and we have been forced to eat dinner out everynight due to the heat. I have a3 and 6 year old and a dog. Everyone is suffering due to the extreme negligence and incompetence of AC.

Desired Settlement
I want $1000, a new A/C unit and lifetime warranty.

Business Response
Contact Name and Title: ***** *******
Contact Phone: XXX-XXX-XXXX
Contact Email: ******
This work order was sent to us via Mr. *********'s home warranty company, AHS. Our technician diagnosed a bad condenser fan motor. We ordered the part and returned the next day and installed it. Upon start up of the unit he found the compressor unable to start and that it would need to be replaced too. We informed AHS of the situation and had them expedite the compressor order through their supplier so we could return the following day to install it. Keep in mind that this process normally takes 2-4 business days. My office staff bent over backwards to help Mr. ********* even amid the barrage of insults. We returned on Wednesday and installed the compressor and as the ********* states, it cooled fine for a few hours and then stopped. We returned to find the fan motor running backwards and switched the reversible leads which temporarily worked but it turned out that the new motor that we installed had failed. We changed the motor a second time and checked the system again to find that the evaporator coil had a restriction in it. There is no way of knowing for sure what caused the restriction, but the condenser fan motor failed, which caused the compressor to fail, which can then deposit debris into the system and cause a restriction is a possible scenario and one that sometimes will take a day or two for the debris to make its way into the coil and cause a restriction. We have since changed the evaporator coil, AHS paid for $300 of his out of pocket cost which was $900, and we gave him a 25%($225) discount for his troubles. This is the extent to which I will give back to Mr. *********. I feel that we have done everything within reason to resolve the issues.

Consumer Response
(The consumer indicated he/she DID NOT accept the response from the business.)
As Mr. ******* states, the evaporater coil was in working order prior to ** *** starting the process. Somewhere along the way, *** did something to cause the restriction. The restriction was not present or diagnosed by the first tech nor by the installer (who came several times). In fact, on Saturday, the installer clearly told me that when he left prior to Friday, the coil did NOT have a restriction. Therefore, *** caused the restriction. This cost me $375 out of pocket, which I am requesting refunded. Furthermore, I find it ironic that Mr. ******* brought up a "barrage of insults". On Saturday, Mr. *******'s employee yelled at me over the phone when she did not agree with my analysis of the cost. She went so far as to tell me that *** will never do work for us again. While AHS had already put *** on our "do not use list", her behavior and unprofessional actions reflects what occurred over the entire week. With air here and there, we went Sun-Sat w/o AC in the home. Dallas is around XX-XXX degrees. I have 2 small children and a dog. We had to eat out every night. We slept at other places. We are the customers. We did not choose **** AHS appointed this company to us, and as much as I tried, AHS would not bring in a second company. Also, Mr. ******* failed to mention that the first tech (on Monday) failed to conduct any diagnosis whatsoever. Instead, my wife mentioned that it may be the fan motor. He went ahead and changed the fan motor, had to go to and from a store for screws he broke, and he started the flurry of errors. The other tech and installers that came after him had to fix what he started. The installer was very upfront with me, and clearly stated that mistakes were made prior to him and that there was no restriction. ***** actions caused the restriction. Instead of owning its mistake, it shifted the responsibility to AHS and me, the homeowner, charging me an extra $375 (on top of the $500 for fluids). I paid $875, out of pocket, for a nightmare week for my family. Yes, I have and will continue to provide consumer reviews on this company, as nobody should have to go through what we went through. I am requesting full compensation from **** We are not happy with their work, attitude (front office) and defense of its actions (despite their on the ground contractors saying just the opposite). In conclusion, I do not accept the response.

09/30/2013Problems with Product / Service | Read Complaint Details

Company is imposing extra fixes that I don't consider necessary, but I can't deny service because of it's linked to a Home Warranty Service.
I have a contract with American Home Shield (AHS)for House Warranty. AHS sent AC Wizard to my house to repair the A/C. AC Wizard diagnosed the problem as a leaking condenser coil. Replacement of this part is covered by my contract with AHS. However, in addition to the broken part, AC Wizard also found a list of things that are not within Frisco Code, and AC Wizard will not repair the A/C unless I also repair all the items that are not under code. I am held hostage by this company because if I don't do all the repairs they are demanding, they won't repair the broken coil and AHS will also not send another company for second opinion. After getting the opinion of a City of Frisco inspector and reading the Code Handbook, I believe most of items are not mandatory code and should not be imposed on me. They are just imposing the charge on me because they know I don't have other options. AHS offer cash out option, but they only pay me about $600 for a service that AC Wizard charges about $2,800 for paying customers (non home warranty customers).

Below is the e-mail I sent to AC Wizard. They responded that all was necessary.
***** ***** <***********>
11:02 PM (12 hours ago)

to vferguson, maria, bcc: *****
*****, and *****

I have calmly review each of the items on the list of things that are not covered by AHS, but are necessary per City of Frisco Code. I also read the AHS contract regarding A/C. I wrote my comments next to each item.

***** - please forward my e-mail to your manager. I believe your company is trying to do the highest quality work, but that might translate in overdoing and very high cost that not every customer can afford. I would like to just get the A/C working with the minimum code required by Frisco. What happens if I agree in getting all the items listed below done and when the Frisco inspector comes, he tells me that some of the items were not a code requirement? Will I be obligated to pay for a service that was not required? Also, would you please let me know how much it cost to have the condensor coil replaced without all these code requirements?

***** - please forward this e-mail to the person that reviews what items are or are not necessary. Please let me know his opinion regarding the items that are probably needed for the installation of the condenser coil and not really a code requirement. Shouldn't these items be covered by AHS per what is stated in the contract?

UL 181 mastic sealant - this item is used to seal all joints and connections - if the joints and connections are not sealed, and are leaking that means there is a problem in my A/C system and should be classified as a problem and not a city code violation. As a problem, AHS should repair it. The AHS contract states that duckwork is covered "... In regards to ductwork, the following are covered: Plenums - Dampers - Damper-only controls - Leaks or breaks in ductwork (sheet metal, duct board, and flex duct including vapor barrier) from heating and/or air conditioning unit(s) including registers or grills."

Emer. Drain pan - per Mr. ******* this item is required if there is not one present or if the existing one does not meet minimum requirements of the code - in my case, there is one present and as the house is not that old, it should meet minimum requirements - I don't think this is a required item to bring to Frisco code

p-trap/Main drain mods - Mr. ****** said that it's not a code requirement, but could be an equipment requirement. So, this item should not be imposed on me because it's not a code requirement. If the evaporator coil requires trap or modification to the main drain line, than it should not be classified as bring to code, but should be charged to AHS as part of installing a new evaporator coil. If you use exactly the same evaporator coil that is at the house today, there shouldn't be a need for trap or modifications, because the way it is now, was approved by the city when it was initially installed.

Desired Settlement
I would like AC Wizard to:
1 - remove all the items not covered by AHS from the list of things that needs to be done that are labeled "code" necessary. I just want to have the A/C fixed without having to do all this "code" work that does not affect the functionality of the A/C
2 - if the items are necessary to make the A/C work and are part of the fixing of the condenser coil, then label it as part of the fixing and have AHS pay for it. Don't label it as "code" necessary and force me to pay for it.
3 - if AC Wizard insists that all items are code necessary, I want them to agree to not charge me if the inspector tells me differently when he's inspecting the service. I will take pictures before and after the service and show to the inspector. I will have the inspector tell me if each of the repair items done were mandatory code required or not. For all the items that were not mandatory code requirement, I should not have to pay for it.

Business Response
Contact Name and Title: ***** ******* President
Contact Phone: XXX-XXX-XXXX
Contact Email: ******
We have tried on numerous occasions to explain the upgrade charges to Mrs. ***** on numerous occasions. First off she is stating in her complaint that we condemned the condenser coil. This is not the case, we condemned the evaporator coil which is a totally separate issue. The items she is disputing need to be completed in order to pass the inspection and her warranty company does not pay for these items. We need to install the emergency drain pan to fit the new evaporator coil. We have to seal the connections with UL 181 sealant. The coil does require a p-trap installation or it will not drain properly, so it is required. We can not do a job improperly because the homeowner does not want to pay the cost. We will not do this job for free either. As Mrs. ***** stated in her complaint, she can't get the job completed by any A/C contractor for less than we are charging, yet she still wants us to do it for less. We have exhausted all efforts and time into this matter and this will be our last response. At this point we choose not to work for Mrs. *****. Thank you. ***** *******, President AC Wizard

Industry Comparison| Chart

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

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