Complaint Category: Improper or inferior service
Complaint: Air conditioner was installed improperly. 5 visits so far and can not pass inspection. Safety issues... Want a refund a contractor I can trust
(Visit 1) May 3, 2013 - Our home warranty company sent this company out when we reported AC problems. Air Doctor said we needed a new AC unit. American Home Shield paid $585.00 we paid the remaining $4315.00 ourselves, by personal checks (canceled checks can be obtained). 1st check was for $1000.00 to initiate work, 2nd check (balance) was after install. First visit was to diagnose trouble, no service performed.
After install, the technician explained he had used the wrong sized circuit breaker and would have to come back (visit 2)
After the technician left we noticed that he had scratched the wall of our newly painted home and also broken the casing around the attic hatch - We called and asked that these issues also be repaired also
(Visit 3) Technician came to make repairs but explained that Home Depot didn't have the correct breaker so he would have to try again later. Painted the wall the wrong color, ignored the broken casing and left
(Visit 4) We asked for a new tech with the right parts, the right paint and a plan for the casing to come out - They came, repainted, caulked (rather than repaired the casing) and worked on AC. Said we were done - just needed inspection
(Visit 5)June 7th - Scheduled our inspection then had to cancel - Some problem at their end
(Visit 6) June 12th - Sixth missed work day... Waited for inspector all morning. Took a business call hung up from the call only to find out that they canceled our inspection because they couldn't reach us right then... There had never been a mention of a necessary confirmation call
(Visit 7) Today July 19th - Failed inspection. Multiple "red tag" issues including spliced wires, missing electrical covers, drain pan not level (leak hazard), unit not centered, ducts improperly connected
We have taken 7 days off and paid $4315 for this result. I want a refund a different company to come correct this. I do not trust Air Doctor to do anything correctly.
Initial Business Response
I apologize for the bad experience Mr **** has had with this install. We are working with him to make sure that all issues are corrected and the installer involved will not work for Air Doctor any more.
When I received the call that the inspection had failed I had a team of 2 installers on the property correcting the issues. We have corrected all of the issues except for a missing sticker for the heater rating which should have been installed at the factory. I have called the factory and they are sending it to me.
While we did not install the wrong circuit breakers it took us too long to find the proper ones. They were not in stock at the local suppliers.
As for the missed inspections our only involvement is to schedule the inspection. They are performed by the county or city inspectors once the appointment has been made.
If Mr. **** is dissatisfied with any of the work I will make sure that it is redone in a professional manner by Air Doctor.
Once again I apologize for this inconvenience.
Final Consumer Response
October 15th - Took another day of vacation today to wait for re-inspection... Failed again. More repairs needed.
Final Business Response
Once again Mr. **** cancelled his inspection as he could not be available. As promised we showed up and installed the missing heater sticker. I had arranged for our technician to be there with the inspector so that any issues he found could be cleared up on the spot. The inspection was set for 9-12 am on September 4th. When we called the county to confirm that morning we were informed that the inspection would not be in the morning but would be 1-3 in the afternoon. I believe that Mr. **** has missed 3 inspections at this point.
Pinellas County Building inspections are requested by the contractor and set with the customer. At that point I am done. It is up to the inspector and the customer to be available.
I also received an email from Mr. **** threatening to sue me for cheating out of his home warranty benefits, installing obsolete equipment and damaging his home.
As for the damage to his home he is referring to the casing around the attic entrance. The first time we painted it with standard ceiling paint. Mr. **** then called yelling that he wanted us to use paint that he had at the house. If we knew that to begin with it would have avoided a second trip. At this point if Mr. **** wants I will pay him $300 to let his painter fix the casing.
As for installing the wrong breaker he is mistaken. The existing breaker was still in place and we had to change it. Unfortunately there are many types of circuit breakers and some are more difficult to find. This one had to be ordered. Changing a breaker is a 10 minute job and does not require a vacation day to accomplish.
The red tags received, on the only inspection we had to date, are Air Doctors responsibility. We did in fact correct them the same day as they were identified. I even replaced an existing filter assembly in the ducts that was noted on the inspection sheet, at no cost to Mr. ****.
I have tried very hard to appease Mr. **** but have not been able to. He has defamed my company on internet sites and accused me of installing used, defective or obsolete equipment. He has yelled at my office staff and been very hard to deal with.
I am offering $300 to fix the attic access casing. We still need an inspection or to file a Notice of Owners Refusal to close the permit.
Complaint Resolution: Company resolved the complaint issues. The consumer acknowledged acceptance to BBB.