ComplaintsforMars One Heating and Air

• Initial Complaint

  08/02/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On July 14 I contacted Mars One Heating and Air to fix an air conditioning issue I had at a house I own in West Sacramento *****, the technician came out an said the unit needed a new motor. And he charged me $524.00 Two days later the AC IS NOT WORKING I have called his business phone five times and left messages with the answering service. She even escalated my message to URGENT I have texted ***** at least five times NO CALL BACK, no messages. No nothing I had to call another company to come out an finally fix the problem The photo below shows my Credit card statement showing payment to Mars One as the transaction was over the phone

  Business response

  10/28/2021

  Good after Andrew ****** here @ Mars One Heating and ********************** I went out to the homeowners rental property in question and was able to see in short ee order after arrival that the immediate problem causing the existing system not to function  properly was the outdoor AC's condenser fan motor had seized up preventing the out Air **nditioner from being able to remove the required "HEAT" from the refrigerant in use on the existing Air **nditioner removing the system's ability to function properly . On that day and after suggesting caution be exercised before investing largely in repair on a unit of age , I was instructed to replace the motor only (which is a common choice that most property managers and landlords choose in situations such as these so as instructed i picked up the exact (OEM) motor from the distributor and as with any repair that we offer they come with a 1 year  PART AND LABOR WARRANTY. On the day of instal JULY 14th after installing the EXACT motor the manufacturer system operated perfectly .I am a solo business owner (NO EMPLOYEES) but i do have an answering service . 2 days after the repair in question i was installing from scratch a new Package unit on the roof of another client (*************************) in ********************* and as always i rely heavily on my answering service but i am not able to respond quickly to any client during a system replacement which is 12 + hour days till completion . I reached out to the homeowner t5he day after the install and explained simply that i was not ignoring him and that my response was immediately after reading my answering services message .I also explained that my 2 advertised phone #'S HAD TO BE CHANGED (due to a security breach) and that was explained very ,Very ,VERRRRRRRY CLEARLY as a response to a YELP review from this customer . I spoke very clearly and explained my position and what transpired that led to his feeling that my customer service was lacking to the point of asking what had to be fixed on his AC and to send me the invoice from the company he had to have come back out after me so i would understand that my repair and factory motor was the same problem in question (SEE YELP REVIEW AND RESPONSE) . All of my social media has the new phone #'s and all social media has always had my emails . As always when i am dealing with a repair on a system @ or very near life expectancy i make it abundantly clear that caution sho0uld be exercised before investing largely in repair and the choice to repair it solely rests with them . I requested the invoice repair from the company that had to fix my new OEM motor but never heard back . If the landlord can send to you the (BBB) the scanned document/invoice from the other ** and then you scan it to me i will pay the $$$ immediately but I NEVER HEARD BACK FROM HIM AGAIN . Thank you and let me know please . my Cell # ************* or ************** , license # ****** , bonded and insured
  

  
  

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