Business ProfileforAir Doctors Heating & Cooling, Inc.

We ordered our system from air doctors on 8-18-21 We ordered a variable speed Air Handler and a 2 stage condenser. model 4twx-xl 18. Mark and his crew installed the xl16i which is a single stage condenser. The reason why we paid over 11,000$ for a single system was to get the best unit possible to help with drawing the humidity down. You are able to do this efficiently and effectively with a 2 stage condensing unit. As a person who works in and around homes every day i reached out to this company as honestly my company was looking for addtional contractors in HVAC for us to refer out business to. We currently have one HVAC professional in our network and they are extremely busy so we wanted to add one more to our list to refer to any of our potential clients. So what better way to vet an HVAC company than to hire them for your personal home. Mark came to the house and was a fast talker, he said some good things and also said he could get the unit within 2-3 weeks as these higher end models are on a back log. (understandable given current supply chains in Covid era.) Yesterday after they left they installed the variable speed Air handler but installed a single speed condenser. which was the model below what we ordered and is only a single speed. These trane units if you are familiar have a tag on the top portion of the cage that will display the units model number. This is missing from the unit. (whether this was done intentionally or not, im not sure.) the tag i could care less about, but being that they installed the wrong system it now feels like they may have just removed that tag hoping that i would not check the model serial display tag. The The guy Mark after i talked to him about the unit yesterday and today told me, and i quote " just give the unit 2 or 3 days to kick down to the lower speed to work like it should" Are you kidding me? I then proceeded to contact our bank and filed a fraudulent charge to our account. We are waiting for the owner to contact us and to correct this issue with the condensing unit that we ordered. If this happened to me i wonder how many others who dont know any better have been misled or duped. I will leave updates on here if they make it right with the unit we ordered. The owner is supposed to reach out to us "this afternoon" according to mark. 

Hello ******,At Air Doctors we pride ourselves on giving our 100% every day to ensure that our customers needs, and expectations are being met. I know that we have let you down, and for that we are very sorry. We do our best to train each of our technicians to properly handle our customers needs. Our service tech misunderstood the purchase order. I understand your frustration at having the incorrect unit installed. We will order the correct unit first thing Monday morning and call you to arrange a new install date. We will be sure to accommodate your schedule to make the swap. I want to sincerely thank you for bringing this issue to our attention. We always strive to improve our customer service, and your feedback is essential to that process. Please do not hesitate to contact me directly in the future if this or another issue arises again. Customers like you are what help us to know what is going on and what areas need our immediate attention.