Business ProfileforAAA Heating & Air, LLC

I contracted with this company to install new duct work, move an air return, and to replace old joist pans with new air boxes. It was a huge cluster f*** from beginning to end. On the day of the install a bunch of subs showed up and started working without letting me know. I only found out when I saw two guys walk past my kitchen window in the back yard. The crew they sent out didn't speak English so I could not ask them what they had been told they were supposed to be doing. I called Travis and asked if they knew what needed to be done and how he was able to communicate the details of the project if he and others at AAA didn't speak Spanish. His answer did not inspire my confidence that the work would be done as I requested. On the day of the install Rusty came to the property and my wife and I very specifically asked if they were going to remove the panning and add the new boxes and he said "Yes". The next day I went into my crawlspace to inspect the work and discovered that the only thing they did was replace the old duct lines with new lines, didn't remove the old panning, and didn't add the new air boxes. Jason came out to do a "Quality Inspection" and afterwards told me that everything was done and wanted the final payment. I advised that the work had not been completed and that the boxes still needed to be installed. I later received a rather rude and condescending call from Rusty asking why I thought I needed the panning replaced and that what I had was fine. He also told me that they wouldn't be able to put in the new boxes. This was puzzling to me as Rusty had previously told us that the new boxes would be installed but he didn't recall being at the property and speaking to us. An attempt was made to add the boxes but it wasn't done properly so I ended up contacting Roy. The third time they came out they installed the boxes vertically and didn't properly fix the floor joist that they cut out. I never once received any kind of apology for their mistakes.

As the Owner I would like to apologize for the way that your duct replacement went with our company. I am willing to admit that we should have never agreed to do what you asked for. The scope of the work should always be done within the best HVAC practices and requirements of the code. The things that you ask for were not in the normal range of best practices or current code. So our original team did not complete these items to your very specific vision of what you wanted. Now, I believe that the best measurement of a company is what happens during a situation like this. In your case, I the owner called you at your first request and simply asked what would you like to have done to be satisfied. You told me. I explained that the vision that you have for the items in question are not normal practice of our company. I arranged to have a team and management meet back at the property to try to create something that you envisioned. We returned each time that you asked without any hesitation and diligently worked until you were completely satisfied. I would like to disagree with your final statement that no apology was offered. When we spoke, I apologized and worked to make sure that we ended with a product that you were satisfied with. I sincerely hate that this is the way that we are starting our relationship as customer and provider.