Never did fix a/c unit even after being paid to fix it.
This starts in 06/03/2015 when Air Tropics first came to my home fix my a/c unit. When they came they discovered that my unit was low by 4 pounds of R22 freon. Per their receipt that they left,at the time of service, it states they refilled the 4 pounds of R22 and added leak seal. According to the EPA they were suppose to find the leak to fix it. I called my home warranty company again in Nov 10 2015 telling them the unit was doing the same thing again. They came out in 48 degree weather took measurements and said nothing was wrong. However you can not get proper reading in such cold weather. I tried to get an afternoon appointment but they told me the only thing they had open was first thing in the morning and they showed up to the house a 7:50 a.m. So now I do not have my home warranty any more and called them once again on 05/13/2016 letting them know I was not happy because they still had not fixed my a/c. ***** came out that night and found my unit had 6 pounds of R22 missing and that I had a coil leak. ***** was willing to fill the unit with R22 for free but would not give me documentation as to the measurements he got and how much R22 freon he was going to put in it. I had him stop and get off the roof because I wanted the unit fixed the way it should had been fixed on the first visit. Then ***** informed me that it was proceder through the warranty company to re-fill with R22 and leak stop. Which goes against all EPA regulations. ***** who is the manager/owner is still refusing to fix the unit. I have already paid my co pay through the warranty company to have it fixed.
The only thing I want done is have my unit fixed properly. I am being told it needs a new coil from ****** I expect them to replace the coil that they should have fixed on the very first visit. Other wise I want them to fix what ever it is that will stop my unit from leaking R22 and not working.
Service call-Technician performed a complete diagnostics on system and found that everything is working properly at this time. Customer told my technician that his policy expires soon and wants to get a new unit installed prior to his policy expiration date. Whenever my tech told him nothing is wrong he was upset and refused to pay the deductible since we couldn't find anything wrong.
1 hours labor- $80
Co-pay paid $0.00 (refused to pay)
Total due- $80.00
(The consumer indicated he/she DID NOT accept the response from the business.)
Air Tropics has responded that the service tech did an inspection and found nothing wrong with the unit.
The Nov 2015 service request I called in indicated that the unit was no longer cooling and acting similar to the 1st time I called. When I bought this house from the federal govt, I was offered a 1 year home warranty. I paid the fee to have the warranty. This company came out when the AC system was malfunctioning...they violated federal law by adding 4 pounds of R-22 freon to a leaking system, without fixing the leak. (An EPA complaint was filed prior to the BBB complaint) When the system continued to lose its effectiveness, I called again. The Tech took his readings when the outside temperature was 48 degrees, the manufacturer indicates the unit can be tested when the outside temperature is 75 degrees. Therefore, his readings have to be deemed invalid, thus an improper inspection. The receipt i have, indicates the tech recorded pressure readings he took....however, he scratched out the initial readings, and wrote down another number. the number scratched out, indicated a system low on freon, (hence...still LEAKING!). I feel the company has been negligent in their initial service call...Federal EPA laws require they find and repair the leak, however, the contract they had with the warranty company requires they just "fill with freon, and add leak seal", (Was informed by ***** that this was part of their contract with the warranty company. ***** should know, any part of a contract that violates any Federal, State, or local law is not enforceable). The comments that the tech accuses me of wanting a new unit is laughable. I did inform the tech that my warranty period was about to expire, and i just wanted it fixed. He said he would not charge me for the service call. The fact is, I have an 11 year old, top of the line 16 seer American Standard package Ac unit. Its expected "normal" service life is 20-30 years. In no way would I need to replace the unit. I wanted it fixed in June of last year, and again in November of last year. Now, due to their negligence,and expiration of the warranty period, I will be forced to pay for a new coil, about $2000.oo USD according to ***** of Air Tropics. This should have been fixed the very 1st call!. This company knows its responsible, otherwise, why would they be willing to violate federal law a second time by adding 6 pounds of R-22 freon to a leaking system at no charge. (That would be $360-$450 of product cost) In hopes that it will last another season. As a former BBB member myself, I know this platform really can't solve this issue. It serves to give the business an opportunity to avoid further legal action.
Final Business Response
Mr ******* has stated that whenever he called in to his home warranty company during November 2015 that his system was not cooling properly, he also stated that it was a 48 degree day whenever we came out....I have a hard time believing that they were using the air conditioner during such cold temperatures. My technician checked the system in heating mode and found that everything was working properly at that time. So you mean to tell me that if system were not working properly at that time you never called anybody to come back out until almost 6 months later? As far as adding freon on the first visit to the home, technician performed an electronic leak test at that time and only located a leak at the schrader valve on system. Once locating this leak it was FIXED PRIOR TO CHARGING SYSTEM. By repairing this leak first we are in no way in violation of any federal laws. As far as customer's payment, payment was NOT made to our technician nor to the home warranty company. I have submitted 3 Demand for Payment letters which were actually sent to us from the home warranty company stated that Mr ******* did not pay them either for his deductible. In closing, if your system still wasn't working properly after the visit in November 2015, it is my belief you would have contacted your home warranty again BEFORE your policy expired rather that to contact us demanding us to fix or replace your A/C system for free in order to keep you from filing these complaints. At Air Tropics we make every effort to take care of our customers, therefore it is VERY RARE that we have any complaints such as this to deal with.
Final Consumer Response
(The consumer indicated he/she DID NOT accept the response from the business.)
The respondent from Air Tropics continues to change his account of the issue. He continues to evade the initial issue of June 3, 2015. And the follow up call of Nov of 2015.
Per my discussion with Jason of Air Tropic in May of 2016, he informed me that the warranty company requires that they only refill with freon, and add leak seal, to any "low freon" calls initially per their contract.
When I purchased this home, I had a home warranty offered...I accepted the option for a home warranty...This warranty cost me $455. For that, all appliances, and pool equipment were covered for repair/replacement, as needed for a $60 copay. In June of 2015 I requested service from National Home Warranty to repair one of the AC systems on my home. Air Tropics called and scheduled an early morning appointment on June 3rd. We were the 1st call of the day we were told. Scott of Air Tropics was the tech that came out to service. Our receipt shows he added 4 pounds of R22, and 1 leak seal. We payed the $60 copay. We were very happy at that time. The AC was working fantastic.
As the summer progressed, I had started to notice that the AC in my bedroom (the unit serviced by Air Tropics), was not cooling as well as the other unit in my home. By October it was apparent, that the AC unit that was serviced by Air Tropics no longer was working at peak efficiency. In November of 2015, I decided, that I needed to have the AC fixed correctly prior to the expiration of the 1 year warranty I purchased when i bought my house. Once again, repeat repair for the same issue was requested. I was called in the evening by Air tropics, I requested an afternoon appointment....I was told, the only available time they had was 1st thing in the morning. Reluctantly I accepted the 1st appointment. I received a call shortly after 8 am at work, It was from my better half telling me "nothing is wrong with the unit". She put the tech Scott on the phone, he informed me that he couldn't find anything wrong. So basically saying the fact that my AC had been losing its cooling power all summer long, must have just been in my head. (he did not say that..he just said, he couldn't find a problem, but it was a cold 48 degree morning, so he couldn't test it properly...he suggested maybe another call at a time when it was warmer). He informed me that he wouldn't be charging me for the call, and he would speak to his boss on what they could do.
So after he left, what was I going to do?...call in again during the last 2 months of my warranty period?..frankly, it was getting cold...we were using the fireplace and the heater by the end of November.
Here comes the heat of springtime in Tucson....I go to turn on my AC to cool the house. The unit not serviced by Air Tropics, cooling like a champ...working really well. The AC in my bedroom, blowing hot air. Its a Friday evening. Knowing enough about how things work in the contracting world, I call the QP of Air Tropics, I leave a message informing him of my intent to file complaints with the EPA, the BBB, and the AzROC. Jason contacted me within 15 minutes, and arrived in about an hour. I informed him of the 2 prior visits of June of 2015, and Nov 2015. In minutes, after looking at my unit, and attaching his gauges, he informed me that I had a coil leak, and that I was 6 pounds low of freon. I was upset to say the least. Jason told me he would fill the system free of charge.."To help me out". It didnt take me long to realize, he was going to violate EPA regulations again by filling my leaking system without repair....I stopped him from filling it, he had his bottle set up already.
We had a conversation before he left about the warranty company. He was going to contact me in the morning. He made contact with the warranty company and called me in the morning. He told me that National Home Warranty would contact him Monday, and he would contact me. By Wendsday, I had not heard from Jason, so I called him...that's when he informed me, that "his *** was covered on my complaint" stating that his techs numbers were good (referring to the Nov 2015 visit when temps were 48 degrees I assume).
So, I filed the complaint with the EPA, I then filed this complaint with the BBB. Now since then, Air Tropics story has changed. Mine hasn't changed.
They state they fixed a schrader valve on the initial service call, (June 3rd 2015). But there is no notation of a repair on the receipt in my possession.
The EPA states if a system is missing 15% or more of the coolant it holds, it MUST find the leak and repair in within 30 days.
My 3 ton Gas Package unit holds 12 pounds of R22 freon. My receipt indicates 4 pounds of R22, and leak seal were added. The 4 pounds of freon indicate about 33% of coolant missing. Repair must be made per EPA. Since this falls squarely into EPA required repairs, Anyone would expect the required repairs would be indicated that they were performed on the customers receipt.
Fast forward to November 10, 2015. Tech comes out in 48 degrees to service AC unit. The manufactures documents indicate, the unit can be tested above 75 degrees. The receipt from that day, indicate a reading "struck out" and a new reading written. And now, Air Tropics is stating... "My technician checked the system in heating mode and found that everything was working properly at that time." (paraphrased from their last response). There is no way anyone could test my unit in "Heating Mode" (They are Peddling Fiction at this point).
In Summary, I attest that Air Tropics acted negligently on June 3rd, 2015, when they acted in accordance with a contract they have with National Home Warranty....to "fill instead of fix" systems low on coolant despite EPA regulations.
That they could not perform proper inspection procedure on November XX XXXX, yet now fabricate a tale of.... "My technician checked the system in heating mode and found that everything was working properly at that time." ....That is a heat pump technique not able to perform on a Gas Package unit.
They are trying to place blame on me for a copay for a service they couldn't perform at all. And yet provided falsified readings per the above statement of testing in "heat mode". Even their tech suggested a warmer day to test.
Had Air Tropics acted in accordance with EPA regulations on June 3rd 2015, and fixed my AC unit properly, while I had a policy in effect, I would not be suffering a brutal summer in Tucson Az.
I never asked for "FREE REPLACEMENT"...I only asked for the service I have already paid for.
This company's actions, or lack of action, is going to be costing me more than $2000 for coil replacement, or even more if the unit requires replacement.