Complaints

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• Initial Complaint

  Date:07/25/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  We purchased a air conditioning unit from Loves Air on 5/4/2020 with a 10 year warranty, we have had problems in the past and they came out and fixed them, I called on 7/18/2024 as are unit stopped working. I was informed they no longer service our area, even though they said they would take care of us through the warranty period or we would have chosen someone else. Well when I called they said we had to call another air service company for the repair I asked if it would still be under the warranty, I was told yes. I asked if I could call Air Serv since they are local to us, she put me on hold to check and came back and told me yes. I had Air Serv come out and fix our unit and then they gave me the bill I told them it was under warranty and they said not through them. I informed them that Loves Air told me they would honor the warranty and they said they never heard of Loves Air and I had to pay the full invoice, I paid and called Loves Air and they pretty much said it was my problem not theirs. I want the money back I had to pay since I asked about Air Serv and they told me I could call them and get it fixed under warranty.

  

  Business Response

  Date: 08/05/2024

  This complaint shouldn't be against us it should be against the contractor that went out there. Attached is the contract that shows we honored a three-year labor warranty customer had a failure part in year four the manufacturer gives a 10-year Parts warranty by law we only have to give a one year warranty which we honored our 3-year warranty. We no longer service their area so we refer them to a company that is in their area. They should have covered the part and only charged labor

  Customer Answer

  Date: 08/06/2024

  I am rejecting this response because: we signed with this company with the understanding THEY would be taking care of any issues we might have, if we knew they would not honor this we would have gone with a company that would keep what they said and take care of our unit for as long as we had it. The salesman assured us they would take care of any issues that might arise while we had their unit put on our house. They mis-represented their company to us and now we are paying for the service they were supposed to provide us.

   

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  Business Response

  Date: 08/06/2024

  We sold the system to this customer and honored the ****** labor warranty, which by law we are only required to honor for one year.

  We no longer service the customer's area, but there is a ******* parts warranty through the manufacturer (we are just the contracting installer).

  We referred them to a local company in their area that should have only charged them for labor, not the parts.

  This complaint should be directed toward the contractor that came out, not us.  

  

  Business Response

  Date: 08/06/2024

  California law requires contractors to provide warranties on their work, including labor. California Civil Code 900 requires a one-year expressed limited warranty for both new construction and remodeling projects. The Right to Repair Act (California Civil Code 896, et seq.) also includes implied warranties into the one-year warranty requirement. I'm sorry we honored the labor by more than one year. The parts are covered through the manufacturer not through the installer.

  Customer Answer

  Date: 08/07/2024

  I am rejecting this response because: we were told that this company would take care of any problems with our unit from the day it is installed, so the we were mis lead on this company taking care of the unit they sold us. This is the unit they sold us and installed on our home, like I said before if we had known they would not honor their word to us, we would have used another company that might have kept their word to us and taken care of the unit they sold us.