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Consumer Complaints

BBB Accredited Business since 09/24/2015

All American Heating & Air Conditioning Service, Inc.

Phone: (910) 484-7600Fax: (910) 865-7637

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Customer Complaints Summary

2 complaints closed with BBB in last 3 years | 1 closed in last 12 months
Complaint TypeTotal Closed Complaints
Advertising / Sales Issues1
Problems with Product / Service1
Billing / Collection Issues0
Delivery Issues0
Guarantee / Warranty Issues0
Total Closed Complaints2

Complaint Breakdown by ResolutionAbout Complaint Details

Complaint Resolution Log (2)
03/21/2016Advertising / Sales Issues | Read Complaint Details
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Complaint
On about the six of January I contacted ************ to set up appointment to check on my furnace, because it was not working.I was told that they could get to me on that day , but they could come out to my residence on the seventh, which was the next day between the hours 9am-10am ,so i accepted appointment. On the seventh I waited for them to come. It was twenty minuets pass *** time they said that they would come, so I called************* and a lady answered the phone and said that she will check into it , so finally an employee from ************ called and I told him that I was told that they would be at my residence between 9am -10am the man did know and he ask who told me that anyway two men from the company finally at 5pm. I told men that the furnace comes on it blows and then it shut off. I had everything shut off, so one of the guy set the thermostatic on 90 degree and the other guy flip the switch on the furnace, it fire up it start blowing heat.I was surprise, because it stayed on. I told them that it comes on blow and shut off. they didn't check to see why it was blowing and shutting off like i told them I payed them 95.00. lest then 24 hour the hallway was cold i called ************ that evening ,I talk to a lady and she said that she would check with the service guys and get back with me, she didn't call me back, i call the company on the 8th in the morning and talk to the same lady, at which time she said that she was going to check again it was about 12pm i called then the service guy called ,so I told him that the furnace is not working and that it is doing the same thing . the service guy said that I would have to pay 115.00 dollars for them to come out. told that he didn't fix it because he didn't trouble shoot to see why it was coming on , blowing then shutting off. He say he fix the furnace its not fix plus he said that he don't do warrant work. I got his name and number from ******* company, who holds my warranty on the furnace. I am still with out heat in my house.
Order_Number: XXXXXX

Desired Settlement
Desired Settlement ID: Refund
i want my money back and they pay my a cured expense higher light bill and i had to buy a space heater cost me 87.63 .I want *******, the warranty company to send me another company who service warranty work, to fix my furnace.

Business Response
CONTACT ALL AMERICAN HEATING AND A/C- XXX-XXX-XXXX. WE HAVE SPOKE WITH THIS GENTLEMAN'S LAWYER ON 2 OCCASIONS WE HAVE ALSO SPOKE WITH THE BBB THREE OCCASIONS. ENOUGH IS ENOUGH ALREADY. ALL AMERICAN HEATING AND A/C WENT TO THIS CALL THE GAS WAS SHUT OFF MANUALLY ON THE FIRST DATE. THE GENTLEMAN CALLED BACK FRIDAY WHICH WE WERE TO BUSY TO HAVE SOMEONE VISIT MR.******* PROPERTY AND IT WOULD BE $115 FOR US TO GO OUT THE NEXT DAY WHICH WAS SATURDAY ON SATURDAYS OR SUNDAYS AND AFTER WORKING HOURS AND THAT OUR COMPANY WHICH MANY OTHER COMPANY'S ONLY DO WARRANTY WORK ON NORMAL BUSINESS HOURS. WE EXPLAINED THAT IF THE GAS WAS SHUT OFF AGAIN THERE WOULD BE A SERVICE CHARGE JUST LIKE THE FIRST CALL HE THEN STATED THAT WE WERE NOT OUT FOR THE WHOLE HOUR AND WOULD LIKE FOR US TO COME OUT FOR HIS REMAINING TIME TO COMPLETE 1 HOUR. (I ACTUALLY THOUGHT HE WAS JOKING). OUR COMPANY DOES HONOR OUR WORK, MANY TIMES WE HAVE BEEN OUT TO CUSTOMERS AFTER BEING THERE A FEW DAYS BEFORE AND NOT CHARGE THE CUSTOMER DUE TO A PART GOING OUT A LOOSE WIRE ETC... BUT ON HIS CASE I COULDN'T NOT CHARGE BEING THAT THE GAS WAS SHUT OFF AND THE ONLY WAY THAT COULD HAVE HAPPENED WAS MANUALLY AND I COULD MORALLY PUT THAT UNDER WARRANTY. HE HAD HIS LAWYER CALL US TWICE AND ALSO HE CALLED MANY MANY TIMES. HE IS TAKING TIME AWAY FROM US ACTUALLY HELPING OTHERS. I AM SORRY THAT HE DOESNT LIKE OUR SERVICE BUT OUR COMPANY WAS NOT AT FAULT IN ANY WAY. TWO PF MY EMPLOYEES WILL NOT DEAL WITH MR. ***** AGAIN DUE TO THE FACT OF HOW RUDE HE IS. WE TREAT PEOPLE HOW WE WOULD LIKE TO BE TREATED. OUR COMPANY HAS DONE NOTHING WRONG AND I AM PROUD OF HOW MY EMPLOYEES HAVE HANDLED THIS. ITS VERY HARD TO KEEP CALM WHEN OTHERS ARE DISRESPECTING YOU. PLEASE CALL *** AT XXX-XXX-XXXX

Consumer Response
See attached.

Final Business Response
THIS WILL BE OUR LAST RESPONSE TO THIS FRIVOLOUS COMPLAINT. AS WE STATED BEFORE WE HAVE TALKED TO HIS ATTORNEY AND HE DROPPED THE MATTER AS WELL AS GOODMAN MANUFACTURING COMPANY. OUR EMPLOYEES HAVE BETTER THINGS TO DO THAN PURSUE THIS MATTER WHICH HAS TIED UP 15 MAN HOURS IN WHICH MR. ***** SHOULD BE BILLED FOR. THERE IS NOTHING FOR HIM TO PURSUE. AS WE STATED BEFORE HIS GAS VALVE ON HIS FURNACE WAS MANUALLY SHUT OFF. UPON TURNING IT ON AND FIRING UP THE FURNACE IT RAN THE WHOLE TIME THAT WE WERE THERE AND WHEN WE LEFT. HE CALLED THE COMPANY ON SATURDAY WANTING US TO COME BACK OUT AND HE TALKED TO ME AND I AM THE SERVICE MANAGER. HE WANTED US TO COME BACK OUT AND NOT PAY BECAUSE WE WERE NOT THERE FOR A HOUR ON OUR PREVIOUS VISIT. I TOLD HIM IT DOES NOT WORK LIKE THAT AND WARRANTY WORK IS DONE DURING NORMAL BUSINESS HOURS. WHICH IS MONDAY THROUGH FRIDAY 8:00 AM TO 5:00 PM. HE DID NOT WANT TO HEAR THIS AND WAS VERY RUDE AND OBNOXIOUS TO ME ON THE PHONE. I TOLD HIM HE COULD TAKE UP THE MATTER WITH THE OWNER ON MONDAY AND UNLESS HE PAID FOR THE WEEKEND VISIT NO ONE WOULD BE OUT. HE THEN TOLD ME HE WOULD GET HIS LAWYER AND THE BBB TO PURSUE THE MATTER. I INFORMED THAT IS FINE WE HAVE NO PROBLEM WITH THAT AND I HUNG UP THE PHONE. MR. ***** SIGNED AN INVOICE STATING THAT HIS FURNACE WAS RUNNING FINE ON THE DAY THAT WE WERE THERE. AS FAR AS REIMBURSING HIM FOR HIS SPACE HEATERS AND HIS POWER BILL GOING UP THAT IS NOT OUR PROBLEM. AS FAR AS US REIMBURSING HIM FOR R&R REFRIGERATION & A/C INC. THAT IS NOT OUR PROBLEM AS WELL AND NOTICE HE GOT THEM OUT THERE IN MARCH THAT IS A LONG TIME TO GO WITHOUT HEAT SINCE WE WERE OUT THERE IN JANUARY. SOUNDS TO ME LIKE HE WANTS SOMETHING FOR NOTHING YET HE PAID THE OTHER COMPANY.

08/04/2013Problems with Product / Service | Read Complaint Details
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Complaint
Numerous repairs to split A/C unit and New replacement unit not working. Contractors paid in full, contractor delays services to fix problem
Experienced problems with old A/C unit coil freezing and producing cold air last summer, Contacted contractor for services, They recommended that the problem was low Freon or clogged line. Contractor did repairs and unit still kept freezing contractor return and recommended new capacitor and additional Freon. Repairs completed unit still kept freezing. Contractor recommended coil flush of system and Freon, repairs completed the problem still existed. After 4 months of schedule appts and repairs contractor recommended new coil, bought new coil and placed old, unit kept freezing. Contractor said because the weather is below 70 degrees the Freon can't be pumped properly, run the unit when it gets warmer and your problem should be resolved. First warm day I ran the unit and same problem existed, Contractors return and said the aluminum fins around the coil is bent so therefore your unit keep freezing recommend replacing. Replaced unit with 2012 Goodman Heatpump. Contractors install unit ran unit and the unit started to frost like the old unit. Called contractors to troubleshoot problem, They stated that there was not enough Freon in unit, contractors added 33 pounds of Freon way more then needed unit continue to freeze. Called contractor and all calls were placed as backlog. Contractors called and stated that they have not received the full amount that was agreed too, I agree with him and stated that I should have not been charge twice for Freon that wasn't used, I paid $385.00 back in November and the unit was full and never worked, why did I have to pay that same amount again. The new unit comes with Freon so the amount we agreed on should be deducted from the Freon that I have paid for this was approved by the office personal that the amount would be $1000 dollars total for the unit. The reason that they will sale me this unit at that price because I had already invested $1735 for a coil,freon and labor and also spent $400 dollars on new parts and that my old unit was turn over to them. After several no show appointments, I called to try and get my unit working correctly. Since contractors have been paid in full I am often put last on the list and the technician comes to my house late and works until 1 and 2 in the morning. All the technicians stats there is something wrong with the new unit that was sold to me. I have a ill mother with essential high blood pressure and other illness, I still have a unit that is not working and over $3100 dollars has been spent. Talking to the owner is getting me nowhere because he said he have other businesses to run such as his Limo services and he only has two technicians. I told him that I am a customer too that has paid you and my job should be priority before you send your technicians on any other calls, he stated that the other jobs are paying labor cost and he is losing money with me because the labor is free, I told him that I purchased a unit and paid for all services to have the unit working at 100% and they have an obligation to install my unit correctly. He have missed numerous workdays and had to adjust my schedule to accommodate the contractors, I feel they should be accommodating me. The only other option I have is small claims.

Desired Settlement
The settlement I am seeking from the company is a working unit that I have paid for or to replace it with one that works

Business' Initial Response
Business states:

Originally Sold used equipment and freon does not come with used equipment. It was recommended that the equipment be replaced but consumer wanted to go with used. Business installed new equipment at no charge with 30 day labor warranty on 6/3/13.

Consumer's Final Response
(The consumer indicated he/she DID NOT accept the response from the business.)
The blower mower that was replaced did not solved the problem. The A/C unit will not go below 78 degrees if the thermostat is set for 77 degrees or less the coils still freezes and the unit will not shut off at the automatic mode. The unit does cut off at 78 degrees in the automatic mode and does not freezes, once again company and owner notified same day of replacing new motor three weeks ago. Received a response from office stating they had contacted the Coleman company the manufacturer of the unit. The recommended a bigger size blower to be compatible to condenser and coil unit also stated that they are replacing the whole furnace. Company office staff said on 2 July 2013 that the part will take about three to four days to deliver. The A/C unit will work okay when the weather is below 85 degrees outside the house will be tolerable temperatures exceeding 85 degrees outside the unit is worthless and continues to waste energy, I have no other choice but to relocate my mother and this has been a inconvenience.Now the company says I need a new furnace. It has been 10 months now and I will remain patient until the unit is working 100%. At this time I am not satisfied and I am still waiting for All American to complete the job.

Business' Final Response
The problem was concerning a part, a blower motor. The size was wrong. We put in a new motor and lowered the fan speed. At this point, I think the consumer is satisfied.

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Heating & Air Conditioning

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