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Business Profile

Air Conditioning Contractors

American Conditioned Air, Incorporated
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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  • Initial Complaint

    Date:12/18/2023

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I called American Conditioned Air because the check valve broke on my heat pump/AC unit. I was specific about the part so that the correct part would be on the truck and offered to send pictures, but they declined the pictures.
    The serviceman started taking the unit apart while it was still running. I asked him twice to cut the electricity before he complied.
    He asked if I wanted the pump and I said no, I only want the broken part replaced. He went to the truck and got the part and installed it. After it was installed, he went to the truck and got the rest of the pump, brought it into my house, and said, "I have to sell you this." I told him I didn't want it, that he should take it with him, but he said they couldn't sell it with the check valve missing. He put the pump, still in it's box, in the FAU closet and took my finger to mark the tablet that the work had been completed so that he could leave.
    At no time before this was I told that I would have to buy the whole pump.
    I received a bill for $323.64 including my discount for the service plan I bought. I called the pump manufacturer to find out the price of the check valve because I felt I had been overcharged. They told me the price was $14.42 at the parts distributor company and $7.29 on Amazon.
    I wrote a letter of protest, attached, explaining this in more detail. I sent with the letter a check in the amount of $59.86 to pay half the "diagnostics and service charge" (as I had diagnosed it,) plus the $14.42 (because I can't expect them to buy from Amazon) plus a 10% mark-up, (which I have seen elsewhere as standard.) The math is in the protest letter attached.
    As a response, I got an invoice for the remaining amount.
    I have had a mostly good relationship with the company since September 2011. I bought new units and both service contracts at $179/yr per property for my home and rental. This is no way to treat your customers.
    They left the pump here in the box; they should come get it.

    Business Response

    Date: 12/22/2023

    Our response is in the attached file.  

American Conditioned Air, Incorporated is BBB Accredited.

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