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A/1 Heating & Air Conditioning, Inc.

Phone: (410) 876-5909Fax: (410) 857-4778View Additional Phone Numbers406 Lucabaugh Mill Rd Bldg C3, WestminsterMD 21157-8710 Send email to A/1 Heating & Air Conditioning, Inc.http://www.a1heatingandairconditioning.com

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BBB Accreditation

A/1 Heating & Air Conditioning, Inc. is not BBB Accredited.

Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.

To be accredited by BBB, a business must apply for accreditation and BBB must determine that the business meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses must pay a fee for accreditation review/monitoring and for support of BBB services to the public.

Reason for Rating

BBB rating is based on 16 factors. Get the details about the factors considered.

Factors that raised A/1 Heating & Air Conditioning, Inc.'s rating include:

  • Length of time business has been operating.
  • Complaint volume filed with BBB for business of this size.
  • Response to 3 complaint(s) filed against business.
  • Resolution of complaint(s) filed against business.
  • BBB has sufficient background information on this business.

Customer Complaints SummaryRead complaint details

3 complaints closed with BBB in last 3 years | 2 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 Complaints 3

Complaint Breakdown by ResolutionAbout Complaint Details

Complaint Resolution Log (3)BBB Closure Definitions
04/21/2014Problems with Product / Service | Read Complaint Details
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Complaint
Came to replace a hot water heater that they had told us needed to be repaired when the owner, *** ******* was out assessing a new heating system
**** and another worker came to try to repair the top of our water heater where it was leaking from the piping. Couldn't be repaired and we were told that it would be approx $750 to repair. We indicated that we had only had the heater for two years. Found it was under warranty. **** drained water, husband returned the heater to home depot and brought home a BRAND NEW one, still in the box - at no cost to us. **** and his buddy put in the new heater, told us jt was functional, gave us a bill for $381 and left. Later in the afternoon we could get no hot water after several attempts and all faucets tried. It was 4:30 on a Friday afternoon now and when we called the numbers, all indicated that the office was closed. Got an emergency number to call. We were called back by the woman in the office who was trying to get a hold of **** to call us back. **** ended up coming back, checked the water heater and told us the heating element was blown. Took it out and showed it to us. After much research, we found that the only way that a heating element can blow is if the electricity is turned on before the water is in the heater. Our conclusion is that **** turned on the electricity before the elements were completely emerged in water. **** got a new element and fixed the heater. He then went out to his truck to talk to the "owner" and came back with a bill that charged a rate of $150 an hour and then we were additionally charged a $25 "trip" fee and we also had to pay over $65 for a new element. Total second bill, $394.16. When questioned **** about the charges, he said "this is what I was told to charge". Since this was a Friday night, we paid the bill with the intent to call the company on MOnday morning. We did call on Monday morning and tried to talk to *** *******, the owner, but the woman who answered the phone insisted that she could help us and told us, basically, suck it up, that is what we charged and that's that!!!!! We told the lady that we were planning on putting in a new heating system, and that AI would not be on our list, or the list of anyone we could get a hold of. She didn't show any remorse, nor really care what we had to say.

Desired Settlement
We would like to see our $394.16 for the second visit refunded. We truly think **** busted the element and won't take responsibility.

Business Response
In response to case# XXXXXXXX

I will try to address the customer's complaint as best I can.

I'm sure it was a typo when the customer indicated $750.00 to "repair" the hot water heater, actually the price was to "replace" the hot water heater and it was $738.48

We normally do not install customer supplied equipment, but since we were already in the home and it would not take much effort to un-hook the hot water heater for the customer, I instructed our tech to go ahead.

I should point out that we took along a replacement hot water heater so we would have it with us in the event that the old one could not be repaired; the customer declined our water heater.

We have replaced hundreds of water heaters over the years; you don't have to be a rocket scientist to perform this task.

I sat down with our tech to discuss the procedures he performed in replacing the hot water heater; I can say this with 100% confidence that our tech followed the proper procedure when replacing the hot water heater. I might add that he is upset that someone would question his integrity and his ability. He is a good ********* person and he would not try to deceive anyone.

I realize that the new water heater was brand new, still in the box, but that doesn't mean that it wasn't without defects.

Following proper procedures, after the hot water heater was filled, purged and put into operation our tech took an amp draw reading. It showed that the element was operational. If there was a problem with the installation, the element would have shown no amp draw. So whatever the problem was, it happened after the initial startup. The element could have been weak and failed after it had more run time on it.

There may be another explanation for the failure, I'm not trying to point fingers or cast blame but the home owner had electricians working in the panel box that the hot water heater is fed from at the same time that we were replacing the hot water heater. There is a possibility that the hot water heater breaker was accidently switched on by one of the electricians prior to our filling it with water. Even if it was only for a few seconds it could have weakened the element.

As I stated above, we normally do not install customer supplied equipment and this is a prime example as to why we normally do not do it.

If we would have supplied the hot water heater there would have been no question. It would have been 100% covered by our labor warranty and the customer was informed of this. We cannot warranty a product that was purchased from Home Depot.

"We had a new hot water heater right in the back of the truck"

I'm sorry that the customer is upset. We do our best to accommodate everyone. The lady in our office was only trying to explain the situation. She was and always is courteous to our customers.

So to sum this up, I feel that we performed all the proper procedures in the replacement of the customer supplied hot water heater. The hot water heater was not purchased from us, therefore we cannot warranty it. I would suggest, just as our tech suggested to them, that they take our invoice to Home Depot for a refund.

07/24/2014Problems with Product / Service | Read Complaint Details
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Complaint
A-1 installed a ******* thermostat with our ***** system three mos ago. Now, the wiring is fouled up.Heat comes out with air cond. $1200+ new repairs.
New ******* thermostat was installed Jan 30, 14. Tried to use air cond for the first time in 2014 on May 12. Heat came out instead of cold air. Now, A1 wants to replace $1200 in parts; including the board, sensor and drain pan (which the repairman broke.) Also, while working on our system, a breaker was thrown which turned off our water briefly. It did not happen before he was here, and has not happened again since then. Yet, he insists he had nothing to do with that.
The $1200 which has been quoted as the cost of parts repair does not include the cost of labor.
We feel that A1 caused all of the issues that are wrong and need repair, and instead of admitting the mistake of a wiring mistake when installing the ******* thermostat, which is now causing the heat to come on with the air conditioning, they are attempting to charge US for THEIR mistake.
When the repairman was here in Jan to install the thermostat, he needed lots of help over the phone from another person to complete the job because he did not know how to wire the new ******* thermostat to the ***** system. A1 is a ******* dealer. Our system probably should have had a ***** thermostat from the beginning. I feel they should have told us that, and ordered a ***** thermostat or at least told us they did not deal with ****** only ********
Now, they still want to charge us $1200 + labor to fix what we feel they have broken.

Desired Settlement
We feel that at the very least, A1 should make the repairs, which they incurred, free of charge. Had the correct thermostat been installed in January, we would not be having these problems now. Had A1 admitted their mistake, we would have understood and worked with them. However, they seem to want to tell us that all these issues have nothing to do with them, and it is at our expense that they should be repaired. We feel they are being very dishonest, and only interested in charging us for their mistakes.

Business Response
It seems that the customer is confused about the diagnosis of the recent service call. The wiring is not "fouled up". There is a problem with the defrost board in the outdoor heat pump section. When properly operating, it should energize the electric heat only when the defrost cycle is in operation. The customers defrost board is energizing the electric heat on a call for air conditioning. (The board is bad)

The indoor thermostat and wiring has nothing to do with the outdoor heat pump defrost board.

The customer seems to think that we broke his drain pan. We did not break his pan; we only worked on the connecting drain line "after" we found the pan to be leaking. We un-hooked the drain line from the pan in an attempt to find the leak.

In regard to the tripped circuit breaker. I have no explanation.

In regard to the ******* thermostat. It is perfectly fine to replace a ***** thermostat with a ******* thermostat or vice versa.

As for the estimate to do the repairs, the total cost for the repairs including parts and labor was $1285.35 not just for the parts as the customer has stated.

We offered to return to the customer's home at no charge to explain and show him our findings; the customer was very combative and declined our offer.

Final Business Response
Sorry, there is no simple yes or no answer.

Why do you keep bringing up the same old dialog; can we move forward now?

First thing, we did not break your condensate pan or your defrost board. I've tried to meet you in the middle by giving you the benefit of the doubt on your concerns. I've said this more times than I can count. You have not given one inch towards a resolution to this problem, only demands.

Second thing, I did not make a false statement about the credits, it was an honest mistake and I fessed up to it, just like you made a mistake in stating that you paid the second invoice of $311.75 which I'm sure was an honest mistake.

Third thing, I know for a fact that you have "not" been without air conditioning all season.

It's getting to the point that I feel we are at a stalemate. You don't trust us and we don't trust you. At this point I do not want to step foot back on your property, It is my concern that you will accuse us of more falsehoods.

So I am going to offer another way to resolve this.

You are correct in saying that we offer a 100% satisfaction guarantee, but there are times when a customer simply cannot be satisfied, in those very few cases it is our policy to refund all monies that the customer has paid to us. "This is one of those cases"

At that point you can call another contractor.

So, you will not owe us anything for invoice #XXXXX and #XXXXX. ($419.75) and we will refund the first invoice# ***** ($373.04)

I've said all that I have to say....

Final Consumer Response

This have never been about the money. You can keep your $373.04.
We never wanted a refund, we wanted the system to be fixed so that we have working AC and heat.
What we have wanted all along was for A1 to do the right thing.

11/06/2013Problems with Product / Service | Read Complaint Details
X

Complaint
REPEATED REPAIRS , NO WAARANTY FILED WITH MANUFACURER
AT LEAST THREE REPAIRS UNDER WARRANTY THAT I HAVE COPIES FOR WHERE NEVER REGISTERED WITH THE MANUFACTURER , THEN HAD A CCOIL FAILURE THAT COST ME $1200 UNDER WARRANTY THAT FACTORY WOULD HAVE PAID MORE IF PREVIUOS CLAIMS WERE FILED WITH THEM. aLSO A-1 REFUSED TO SCHEDULE MY REPAIR A WEEK IN ADVANCE EVEN THOUGH they admitted date was open.i have health issues and because of attitude and paper work issues i went three weeks without a/c.

Desired Settlement
payment of $1200 to reimburse me for product repair

Business Response
Ms. ******

In response to Case# XXXXXXXX

The prior repairs were indeed registered and filed with the manufacturer, See attached copies of where we submitted the Warranty Return Forms and where we were credited for the repairs by the manufacturer, along with a complete service history and statement from the equipment's installation date till now. Ferguson / Rheem knew about the entire service history of this customer as early as 10/26/2010.

Do you really think that we would not submit warranty claims so that we can be paid?

Mr. ****** was contacted on (2) different occasions to schedule the coil repair, once on 6/10/2013 to schedule the repair for 6/12/2013 and again on 7/1/2013 to schedule the repair for 7/2/2013. Please see "Service History" He declined the repair both times.

We went out of our way to accommodate this customer "as we do with all of our customers"

This claim against us has no merit and I demand that it be stricken from the record. Furthermore, I demand payment of $119.94 for the service call and an apology from Mr. ******.


Attached:

1) Credits from Ferguson
2) Letter ***** to ***
3) Service History
4) Statement to Date
5) Statement and Letter to *****
6) Warranty Return Forms
7) BBB Report

Thank You,

****** ** ******* Pres.


Final Consumer Response
(The consumer indicated he/she DID NOT accept the response from the business.)
FACT: BOTH FACTORY AND FIELD REP STATED THERE WHERE NO WARRANTY CLAIMS ON MY UNIT.THIS IS THE CENTRAL ISSUE HERE.

FACT: YES, THE SERVICE WRITER TWICE TRIED TO SCHEDULE REPAIR EVEN THOUGH SHE KNEW I WAS WAITING ON A DETERMINATION OF $ FROM THE FACTORY.

FACT: A/1 DID NOTHING TO HELP ME IN RECTIFYING THIS PROBLEM,SERVICE WRITER TOLD ME TO CALL FACTORY AND I WAS NEVER SHOWN ANY FACTORY PAID RECIEPTS ETC.

SUMMARY: ALL THIS WAS SENT IN A LETTER TO A/1 BEFORE I GOT BBB INVOLVED,HE NEVER BOTHERED TO CALL AND ADDRESS THE ISSUES SAME AS THEY WOULDN'T HELP WITH THE FACTORY WARRANTY ISSUE TO BEGIN WITH.THEIR LACK OF CUSTOMER SERVICE COST ME TIME, MONEY,A/C COMFORT.I HAVE PERSONALLY BEEN IN THE CUSTOMER SERVICE FIELD FOR 30 YEARS AND HAVE NEVER SEEN AN INSTANCE LIKE THIS WHERE THE SELLING/SERVICING DEALER REFUSED TO GET INVOLVED FOR THE CUSTOMER ON WARRANTY ISSUES WITH THE FACTORY.

Industry Comparison| Chart

Heating & Air Conditioning, Furnace Sales & Service, Humidifying Apparatus, Heating Equipment, Boilers - Sales & Service, Boilers - New & Used, Heating Equipment & Systems Cleaning & Repair, Air Conditioning Repair, Air Conditioning Equipment - Room Units, Thermostats, Air conditioning & Heating Contractors - Commercial, Air conditioning & Heating Contractors - Residential, Geothermal Heating & Cooling, Heat Pumps, Air Conditioning Contractors & Systems

Additional Information

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If a business refers you to another company or uses sub-contractors, BBB recommends that you research that company including reviewing their BBB business review.

BBB file opened: 05/02/2005Business started: 11/13/1989
Licensing, Bonding or Registration

This company is in an industry that may require licensing, bonding or registration in order to lawfully do business. BBB encourages you to check with the appropriate agency to be certain any requirements are currently being met.

These agencies may include:

Dept. of Labor, Licensing & Regulation (dllr)
500 N Calvert St Ste 401
Baltimore, MD21202
(410) 230-6001
http://www.dllr.state.md.us/license/

BBB records show a license number of 2731 for this company, issued by Dept. of Labor, Licensing & Regulation (dllr). Their web address is http://www.dllr.state.md.us/license/. The expiration date of this license is 12/08/2015. The license is in the name of Joseph Nicholas Ferrera.

Type: HVACR

Check License Status: https://www.dllr.state.md.us/cgi-bin/ElectronicLicensing/OP search/OP search.cgi?calling app=HVAC::HVAC_qselect?2731

Please note that governmental licensing information may not be current.

BBB records show a license number of 26743 for this company, issued by Dept. of Labor, Licensing & Regulation (dllr). Their web address is http://www.dllr.state.md.us/license/. The license is in the name of Joseph Nicholas Ferrera.

Type: Maryland Home Improvement Commission

Check License Status: http://www.dllr.state.md.us/license/mhic/?26743

Please note that governmental licensing information may not be current.

Type of Entity

Corporation

Incorporated: November 1989, MD

Contact Information
Principal: Mr. Joseph Ferrera (Owner)
Number of Employees

10

Business Category

Heating & Air Conditioning, Furnace Sales & Service, Humidifying Apparatus, Heating Equipment, Boilers - Sales & Service, Boilers - New & Used, Heating Equipment & Systems Cleaning & Repair, Air Conditioning Repair, Air Conditioning Equipment - Room Units, Thermostats, Air conditioning & Heating Contractors - Commercial, Air conditioning & Heating Contractors - Residential, Geothermal Heating & Cooling, Heat Pumps, Air Conditioning Contractors & Systems

Products & Services

This company offers heating and air conditioning sales, installation and service.

Map & Directions

Map & Directions

Address for A/1 Heating & Air Conditioning, Inc.

406 Lucabaugh Mill Rd Bldg C3

Westminster, MD 21157-8710

To | From

LocationsX

1 Locations

  • 406 Lucabaugh Mill Rd Bldg C3 

    Westminster, MD 21157-8710(410) 876-5909
    (410) 857-4778

Industry Comparison ChartX

The information in the table below represents an industry comparison of businesses which are of the same relative size. This is based on BBB's database of businesses located in Greater Maryland, serving Western MD to the Eastern Shore. Businesses may engage in more than one type of business. The percent of time the business engages in a type of business is not accounted for. There is no known industry standard for the number of complaints a business can expect. The volume of business and number of transactions may have a bearing on the number of complaints received by BBB.

*A/1 Heating & Air Conditioning, Inc. is in this range.

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Additional Phone Numbers

  • (410) 857-4778
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Industry Tips for Heating & Air Conditioning

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BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
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C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
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1.5 stars 1.50-1.99
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