ComplaintsforAim High HVAC, Inc.

• Initial Complaint

  09/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Aim High HVAC came and replaced our AC unit in May 2020. They spoke very highly of their warranty and we chose them and the specific unit based off the information they gave us and how great the warranty was. We paid $4,800 to install the new unit. Our AC started to not work on 8/30/2022 and we reached back out to Aim High to come take a look. They told us their first available appointment was at 3pm that day. Two gentlemen came out to look at the *** They told us the refrigerant levels were low and was likely a result of a leak. They said it would be $347 to do a leak search and search would include any repairs that needed to be done. I asked if this was covered under the warranty from when they installed the unit 2 years prior. The receipt says "10 year warranty on parts". They said no - the warranty only covers anything that was "in the physical box that the ac unit came it". The was deceptive and not what we understood from 2 years before. We agreed to have the search done anyway because we have small children and it was 85 degrees in our house - we felt we had no choice. The leak was found and fixed. I asked if the part that was leaking was one that was installed 2 years before. They said yes. I told them I did not feel that was right and was very upset with the situation. I told both workers I was appreciative of them coming out and for staying to fix it, but was not happy with the situation. One of the gentleman told me "sorry we have to run a business". I responded saying that it is a bad business model to put in products that fail in 2 years and charge customers to come back to fix them - after talking so highly about their warranty. When charged - they removed the cost of the part saying it was still not covered under warranty, but understood it was a difficult situation. I repeatedly thanked them for their work, but told them I was not happy with the situation. We paid $954.71

  

  Business response

  09/28/2022

  Overall this customer is not happy that they had to any amount of money to fix their AC unit. You will see in the attached document that we went above and beyond what the manufacturer warranty covers. Freon is not covered under any warranty and is charged based on how much is needs to adequately charge/operate the system. Since this event, the customer has put reviews on ****** and yelp stating that we do not honor the warranty which is simply not true as we not only replaced the part under warranty but did not charge her for the labor to do so. 

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