ComplaintsforA & A Air Services, Inc.

• Initial Complaint

  02/08/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I contacted A & A Air Services Inc on 1/28/23 as they are the ones who installed our geothermal system in a home we just purchased. I informed them are backyard was flooded and every time we turned in the heat water would shoot out the ground. I received a call from **** from A & A and I described the problem in detail and asked if they were able to assist and I was told yes by ****, who stated he would send out a tech to diagnose. He mentioned there would be a fee of $169.00 , because it was a Saturday. I informed him with just closing and more closing cost than we expected, money was tight. He informed me it would only be a $40 difference if we waited until Monday, beings we needed heat I agreed to sending out the tech. The tech gets here late that afternoon and immediately says we can’t help with this, you need to call a well company, that they only deal with the inside of the house, in regards to the geothermal systems. I ask then why was someone sent out when I described the problem I’m detail. No answer was given to me, as the young man explained he just comes out and takes pictures. He ended up leaving and giving me the name of the well company they use. I opted to call in another plumbing/heating service for their opinion, explaining to them the problem in great detail. That company was Service Today, they sent out a tech and immediately said we can’t deal with this and to call a well company, I stated we explained what was going on and the tech said we shouldn’t have to pay their tech fee. He called the Service Today office and they did wave the fee. Fast forward to 2/8/23 and I get a charge of 169.00 from A & A Air Services and I call them, asked why am I being charged, why did they send out a tech knowing they couldn’t help me from the description I gave. When I informed them Service Today waved their fee, that’s when things got hostile. **** stated I insisted a tech to be sent out, even though he told me he couldn’t help, which was a total lie. Warranty

  

  Business response

  02/10/2023

  This customer contacted our office after hours on 1/28/2023. He was informed by my on call staff "*****" who is also the service manager that there would be an after hours charge for us to send someone out to the home to address his concerns. He did inform ***** on what the issue was, but insisted we send someone out to look at it. This call came with a cost, that he was made aware of and agreed to prior to us coming. This is a diagnostic/ trip charge after hours. Technicians have to be paid after hours rates, fuel to get to the home, insurance etc, is all why we cannot run calls for free. Upon arrival, the technician informed the homeowner that there was nothing we would be able to do as he would need to contact a well company. His payment was processed by my office on Monday, as he agreed to the fees and gave his payment information. 
  He is a new owner of this home. We replaced an existing geothermal unit only for the previous owner. The loop field (which appears to be what the issue is) is not something we installed, nor do we warranty this. As it is existing. We are not responsible or liable for the open loop side of this geothermal system. 
  He contacted my office today on Feburary 8, 2023 and was very rude to my secretary to the point that she transferred the call to *****, and the customer got very irate and was cussing at my staff.  All of which I heard. He also demanded that ***** diagnose his current issue over the phone. This is not something we are able to do nor will we do this. It requires a licensed technician to diagnose and remedy the problem. This geothermal unit is under warranty. However, the one year unconditional warranty to be technical falls with the previous homeowner as our contract to replace the system was with her. This unit has a manufacturer's parts and labor allowance warranty.
  He informed me that he contacted another HVAC company, of which is not a geothermal company. They came out and told him the same thing we did, that he needed to contact a well company. He also called this company during normal business hours, so the diagnostic fee for this company is minimal as they are a very "large capital corporation". We unfortunately are a small business, that is locally owned and operated, we have fees in order to operate and stay in business. 
  Due to the customers behavior today, I made the decision not to send anyone out to address the current concern. I will not subject my staff to behavior as such. Had the situation been addressed differently by the customer it would have been handled differently on my end. 
  As of the call on Wednesday the well issue has not been fixed, so the geothermal system will not operate properly. 

  Customer response

  02/15/2023

  Better Business Bureau: I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below. **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered. I reject this response, as when I initially called I explained that the issue was outside, coming fromthe loop, I asked if they could assist with this and was told yes. If they knew they do not service the outside loop, why send someone out at all. I should have been informed on the phone that they could not help, as I explained the issue thoroughly. I did get upset as I was lied to with the initial call and lied upon when I called to question why they sent out a tech in the first place. Their story is ridiculous, had they told me they couldn’t help, I would have moved on. When I contacted on the 8th of February, the secretary touched base with **** and he told her “ that he told me they couldn’t help me and I insisted on a tech being sent out. That makes no sense, there would be no reason to have someone who couldn’t help me come out. Their story continues to change, if the owner had been listening as he claims, why wouldn’t he take over the call and defuse the situation. One of two things happened here, one they are telling the and buckled to pressure fromthe false claims that I insisted they come out (must again point out this ridiculous lie), but then a problem with the unit they installed in August of 2022 and they refuse to address. So they want people to believe that they sent someone out for a problem they couldn’t help with, but refused a problem they could help with, under warranty of the system. The second thing that is possible (and happens to be the truth) they took advantage of a situation, knowing they couldn’t help, just so they could get the fee for sending out the tech, which is horrible to take advantage of people like that. In regard to the other company I called out, I explained the situation and the receptionist assured they could assist, when the tech arrived he said they couldn’t help and called the office to have the fee waved. That company was Service Today, very professional and considerate. I contacted quite a few companies, most said they couldn’t help and I moved on to the next company, why would I insist only one company send out a tech if they told me they couldn’t help.  Regards, Complaint ID: 19367929    

  

  Business response

  02/16/2023

  I refuse to continue on with this gentleman. I have also instructed my staff that we will no longer do business with this gentleman. He approved the cost, provided his credit card information.

  He has continued to spread false information on every platform he can. This will be the exact reason that I hire a call recording agency moving forward. 

  I will refund his $169 via square. 

• Initial Complaint

  06/07/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  In February 2022 I sent a check in the amount of $193.40 to the subject company for continuation of my service contract with them for heating and air conditioning services of my home. Unfortunately my husband passed away suddenly and I had to sell my house in March 2022. I called A&A repeatedly in the last 3 months for a refund of the unused portion of my payment. In one of these calls I was told by an employee that the refund had been mailed to me the prior week. That was a month ago. No refund has ever been received by me even though I had been assured repeatedly by A&A employees that I was entitled to a refund.

  

  Business response

  10/05/2022

  Please note a check has been mailed now 3 times. I have cancelled payment on the checks she never received and reissued it for a 3^rd time. I unfortunately cannot control the mail system, and she wouldn’t accept a refund in person or by credit card so this is the only way to get it to her. She also moved from Delaware to NY which has made getting her a refund even more difficult.

  I do not feel as this should be a “review” that is posted as once again I cannot control the mail system and she is giving me no other option for refund.

  Also our contract states that we “do not reimburse maintenance agreements”, however I decided to do so for her because of the situation.

   

  Thank you for being the most important part of our business,

  Customer response

  10/20/2022

  Better Business Bureau:

  I have reviewed the response made by the business in reference to my complaint and find that this resolution is satisfactory to me. 

  Regards,

  Complaint ID: 17329088
  

   

  
  
  I wanted to give you an update in my complaint with A and A.
  
  I just received a check from them in the amount of $193.40  The check is dated Sept. 23, 2022.
  
  It appears to have been sent to the wrong address.
  
  Can I cash this check - or are they going to issue a new one?
  
  Thank you for all your help.
  

   

*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. ↩