ComplaintsforA/C Warehouse, LLC

• Initial Complaint

  12/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Job # ********** Service Date: 02/23/2023 Payment Date: 02/28/2023 AC Warehouse's Comfort Advisor, *****************************, conducted a comprehensive assessment at my residence to advise on a new HVAC system. After meticulously inspecting my existing unit, he suggested a larger system, citing issues with airflow and high electrical bills caused by the current unit's undersizing. Consequently, I agreed to the installation of the new system through a contract facilitated by the *** stress-free program, ensuring full payment to the company and subsequent monthly payments to ***.While ********************** explained the new HVAC system's features, he did not highlight the necessity of replacing the smaller air ducts with larger ones to accommodate the increased size of the new unit. Unfortunately, during the installation carried out by technicians ************** and ***********************, no mention was made of the mismatch between the new unit and the existing air ducts.The recurring issue I've encountered with the new HVAC system is the constant freezing of coils, leading to shutdowns. This issue stems from the larger unit's need for correctly sized air ducts to function optimally. Despite AC Warehouse addressing the problem in three service calls over the past five months, I've been informed that installing larger air ducts, costing approximately $10,000, is necessary for the new unit to operate efficiently. Additionally, my one-year warranty expires in February, after which I'll be responsible for service call charges of $129.00 per visit and the unit's servicing costs.

  Business response

  12/01/2023

  We have signed documentation from the customer stating the following: "The technician has explained to me that new duct work and/or duct revisions need to be made to my existing duct system to allow for proper air flow and system efficiency. Any duct work that is needed after the time of installation will incur additional charges." The customer reviewed and signed off on this acknowledgement and declined recommendations for duct work revisions. Regardless of this fact, we spoke to the customer an hour ago and offered to facilitate duct modifications to accommodate for the inconvenience. We are waiting for the customer to speak with a family member and return our call.

• Initial Complaint

  09/11/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I am writing to register a formal complaint against ** Warehouse ***** concerning the extremely unsatisfactory service I have experienced since purchasing and installing an ** unit in June ******. **Temperature Control Issues:** Following a recent tune-up, my indoor temperature consistently exceeded 78 degrees, reaching an unbearable 84 degrees. Despite my concerns, the technician who responded insisted that neither the ** unit nor the ducts were the root of the problem. Additionally, there is an issue with the shroud covering the ducts on the outside wall, which is collecting wind and causing disruptive noise.2. **Ineffective Technician Visits:** When I reached out to ** Warehouse **** for assistance a second time, the same technician returned and once again dismissed my concerns. It wasn't until I had a male friend accompany me that the technician finally examined the ducts leading into the house. To our dismay, we discovered a detached duct that was expelling cold air outside, a situation that had attracted frogs inside my home, resulting in a distressing incident. The ducts in the attic had condensation and the vents in the house started leaking. I am scared now this issue might escalate to having mold.3. **Poor Installation Quality:** I would like to stress that these issues began in mid-June and were not resolved until mid-August. The initial installation performed by your team was evidently subpar, and the ** unit now generates excessive noise, with unresolved shroud problems. The technician who responded even admitted that the individuals who installed the system did a very poor job.Considering the aforementioned grievances, I urgently request your intervention to address the ongoing problem, with shroud. I invested $8140 in ** Warehouse ****'s services with the expectation of receiving reliable and professional installation, only to be met with a series of issues stemming from incompetent workmanship.

  Business response

  11/30/2023

  We sincerely apologize for the inconvenience and negative experience you've encountered with our services. As the new owner of AC Warehouse since August 1st, I want to express my personal commitment to resolving the issues you've outlined.
  Firstly, we acknowledge the temperature control issues you faced following the tune-up. It is disheartening to hear about the discomfort you endured. Our team has thoroughly investigated the matter, and I assure you that steps have been taken to rectify the root cause to prevent any recurrence.
  I also deeply regret the challenges you encountered with ************** visits, and I appreciate your patience throughout this process. We understand the gravity of the situation with the detached duct and the subsequent issues it caused. Rest assured, we have revisited our training procedures to ensure that our technicians are more vigilant in identifying and addressing concerns promptly.Regarding the poor installation quality and noise issues, we share your disappointment. We are committed to upholding the highest standards of workmanship, and we will take corrective actions to ensure that such lapses do not happen in the future. Once again, we apologize for the inconvenience caused and appreciate your patience as we work to make things right. If you have any further concerns or if there's anything else we can do to improve your experience, please do not hesitate to reach out.
  Thank you for bringing this to our attention, and we look forward to restoring your faith in AC Warehouse.
  

  Customer response

  12/04/2023

   
  Complaint: 20583283
  
  I am rejecting this response because:

  
  The business claimed a change in ownership since August 1st, but a Sunbiz search reveals that there has been no change in ownership. This appears to be a falsehood. The company consistently resorts to dishonesty, shifting blame to their workers without taking responsibility for their work. Meanwhile, they don't hesitate to bill for incomplete jobs.
  With all this AC WAREHOUSE did t even attempt to contact me or attempt to resolve the problem at hand. 

  Sincerely,
  ****** El Okdi

  Business response

  12/04/2023

  This is the new owner responding to your compliant. Yes, it is true. New ownership and change of management took place on August 1, 2023. Sunbiz records will be updated in **** when we complete our annual business filing.

• Initial Complaint

  02/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Saturday February 11,2022 my AC Warehouse brand X central air conditioner failed. That morning AC repair man J### repaired my failure and my charge was $179.00. February 14,2023 I called AC Warehouse and talked to Ms. ***** and gave her the following information.#1 I have been an AC Warehouse customer for over 20 years this is my second new AC Warehouse unit purchased from AC Warehouse. MY Air Conditioner Warranty is from May 22,2018 to May ******* unit that cost $5905.73 #2 I have an AC Warranty Certificate from the Manufacture for 10 years Compressor 10 years Labor 10 years and " This maintenance is to prolong the life of this equipment." #3 Today I received a return call from AC Warehouse with the explanation that the $129 Fee is for travel and diagnosing fee and $50 Warranty Processing fee.Conclusion: AC Warehouse's Warranty Certificate never mentions or printed the above exceptions. AC Warehouse technicians are fantastic I wish I could say the same about the company management. Also, I purchased from ****** a new GE Profile Refrigerator with a 5 year warranty. GE has never charged me travel time, processing fees or other junk fees.

  Business response

  03/06/2023

  ******************* called our office on Monday and spoke with Service Manager (**********) and Operations manager (**************) and went over his file and explained to him that the handwritten certificate by A/C warehouse and letting him know the coverage he has in his account. Because he has an extended warranty thru the Manufacture ******************* would be Assurecare. Like any other extended warranty companies, (which all have their own Conditions and Exclusions) does clearly state, that coverage for Service or any other fees (such as freight, shipping and handling) are not covered under parts and labor and no coverage for nights, weekends and holidays. Consumers are responsible for these fees if they wish to have their service done on Non-Business hours of operations. All these documentations were provided to him once unit was completely installed and registered for his records. There is a disclaimer in which i highlighted for him and re-mailed a copy for his review. We explained how the warranty processes work and not all work the same way. We cannot compare home appliances with Mechanical HVAC machine. We explained the processes needed on the business end to process warranties and these charges of the Trip fee and process fee which is something we don't gain from warranty company and it's an expense that the consumer must cover. We cannot refund these fees, because there is a cost in doing business and we provided the service and had his air conditioner running on a weekend. We apologized if he didn't understand how warranties work, but we did explain the certificate he received from us is just writing down what unit we installed but we did provide his registration ******************* and gave him a copy of his extended warranty coverages in fine print. Please see attached all paperwork explaining all this. If he has any additional questions, we can again connect him with our Service Manager again ***. We appreciate his business.

• Initial Complaint

  01/09/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  My a/c unit failed in June of 2022 There is a 10 yr. parts/labor warranty. After replacing one component the unit did not run. They replaced another component not under warranty for $1500 that they said would fix the problem, it didnt. They refunded $750. They diagnosed a 3rd failed component that was covered by the warranty. They replaced the component. 4 days later, they sent me an invoice for $1,100 which they had already charged to my credit card, all without my knowledge. They apparently had used an OEM part not covered by the manufacturer's warranty. They NEVER informed ne they were using a non-warrantied OEM part, and their exact words were. "We had another job cancelled, so we will "give" you that part. They never informed me that the part was not from the manufacturer or that I would be charged for the part.After getting no response from them, I wrote the president. His general manager called, apologized, and said they would remove the charge. That was November. I am still attempting to get the charge removed from my credit card because they did not follow through. I already agreed to pay $750 for the unneccessary repair, but I should not be charged for this part. I want the $1,100 removed from my credit card *** an assurance that they will never again bill my card without specific approval in advance. I have included a copy of the warranty.

  Business response

  01/11/2023

  We recieved ******************* concern about his part for his air conditioning unit and provided the services needed to get his system running. All our part we put in are ordered from our Vendors that provide us parts that are factory specified and verified with the manufacturing after returning old (defective parts ) back to certify parts are properly replaced. **** ( General Manager ) spoke to customer and agreed to authorize the refund of both $750 and $1,100 for another part that failed. Enclosed are dates and times of refund being issued on 11/07/2022 at 9:05 am. We advise that *************** check with his credit card company to verify refund that was issued with card# ending on *******. It typically take ***** business days for refund to reflect his statement. If he has any other concerns, he can have the credit card company reach out to us, for us to confirm in our accounting department, that a refund was refunding back the original card, in which this transaction had taken place. We are here to help to ensure our customer's receives their credit back. I resent the original receipt copy of refund again 01/11/2023 to advise customer this has been taken care of the day we agree on service satisfaction.

  Customer response

  01/11/2023

   
  Better Business Bureau:
  
  It turns out the issue was with the Credit card company, who informed me in error that my account was again being charged $1100 AFTER the credit had been issued by A/C Warehouse. This was an error on their part, I just finished speaking with them. A/C Warehouse followed through on their commitments', I sent them a brief apology and wish to withdraw my complaint.

  *********************

   

• Initial Complaint

  12/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  we had 4 roof top AC units installed by AC Warehouse in 2019 they came back to finish the job by installing 4 condensate line float switches in June of 2022 they installed the switches but never hooked up the wire to make them work. They just rolled up the wire and shoved it into a compartment on the unit. I called them several times but they will not call back.

  Business response

  01/11/2023

  Customer complaint came in due to improper wiring of float switiches of systems located on the rooftop of the business. Last date of service when these float switched where properly installed was last on 06/15/2022. We sent Service Manager ***************** to go out and install all float switches and found no one was there also at the time of service of this part install. We since then scheduled final Manatee County inspection and vertified that permit was closed and Approved. Since then, we havent received any services requirements till after *****************. We did receive call and advised customer there is a charge to go out and access why system not working and customer refused, **** it should be free. He stated that they found the wiring severed and it was blamed to be to improper installation based on his reasoning. We reviewed all photos prior and found all wires where properly done. And unit did pass inspection. We did offer to go out but we did state there was a fee. We then offered at a later time to send *****************, Complimantary and found our suspicion to be. Looks like panel was not taken off properly pulling the ground wiring out of place. We re-directed and re-wired for a better security at no cost to Elk's Lodge for customer satisfaction. No one again was present at the time of service, but we called ****** and left a detail message that work was done. No further action needed.Please find all docuementation, to support this statement.

• Initial Complaint

  07/07/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  My 98 year old Grandmother called AC Warehouse to do an annual check of her AC unit because she had a coupon from her church bulletin. They came out to do the check up and somehow cut off her electricity--they had to get an electrician to fix. They then proceeded to sell her an $1,800 upgrade she didn't want or need. They asked her to sign something that she could not read. They took advantage of her age and her impaired vision and coerced her into spending money she didn't want to spend, didn't need to spend, and can't afford. This predatory behavior is shameful and needs to be made right. Our senior citizens deserve better.

  Business response

  12/14/2022

  We have resolved this issue and resolved the credit card billing. Check has been issued since we couldn't refund via credit card, and they accepted the check and check has been cashed by the customer's daughter. We updated account to contact Ms ***** for future servives.

• Initial Complaint

  03/30/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  AC Warehouse was out to do regular service to heating and cooling system on December 29, 2021. Why then did the electric bill nearly triple in January and February? I asked them to come out and check the system to see what they missed in December that was causing the issue (at the recommendation of TECO). They refused to wave the inspection fee to come back and check their work. The elderly customer should not have to be billed for yet another $89 service charge to identify the problems they were hired to find in regular maintenance. I want them out here to see what they missed in the check up on December 29th. No extra charge to me.

  Business response

  05/12/2022

  Business Response /* (1000, 7, 2022/04/13) */ We received this complaint and researched the customer's account. We would like to set up an appointment with the *******'s to send out Field Supervisor at no charge to look over the system and also receive the customer's Teco bill from last year and this year's bill to compare offset pricing and address their concern (bill to be determined). Unit was installed by us on 03/19/2019, which is 3 years old and never had a concern then. I attempted to call XXX-XXX-XXXX no answer no voicemail and XXX-XXX-XXXX and left a detail message to call office and book appt at no charge to look over and their convenience during normal business hours and collect information we need to research their account and diagnose properly. Once we look over, then we can come with an agreement. Please call in to resolve this matter ASAP. Thank you.

• Initial Complaint

  12/20/2021

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Company hired for bi-annual maintenance on AC unit. Wife was home, employee called me at work to sell me on the issue. Employee stated I needed to buy a whole new system for 6K. Said mine was about gone and leaking freon. Buy now and get 20% off. I trusted him and said ok. When I got home that night I wondered how a system that is 6 years old and serviced every 6 months as recommended would need replacing. Called them the next morning to cancel. Got a call the following day stating that they were on the way to install. We stopped them. then got an email from the guy saying they would throw in a UV kit if I did it. Called another company for a second opinion. They stated that the insulation was not all the way on one of the pipes next to a sensor. Once that was put back in place, the readings were fine. Seems like the employee with 25+ years experience selling me the machine might know that? I don't know. ;-) I have attached all proof you need.

  Business response

  01/27/2022

  Business Response /* (1000, 7, 2022/01/11) */ After closly reviewing Mr. ******'s account i reviewed all services with his home and made a few recommendation, where our techs informed the customer about their ac system. We appreciate you reaching out and letting us know this concern and would like to see the secondary company you had out there and review with our tech that was out there and see what happened. As you aware, we relay on feedback, a much as I try to follow up on all our techs and job sites to ensure we maintain professionalism and great workmanship. I had our Office Manager get with our team internally to escalate issues with our customer to the appropriate department to handle issues up front. We are constantly keeping up to date with training and stress the importance of communicate when it comes to our customer needs. Is there anything we can do for your Mr. ******? I am more than willing to hear and see what I can do to earn your business. Feel free to contact me Nathan R. at XXX-XXX-XXXX. Consumer Response /* (3000, 10, 2022/01/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) You already have the second opinion as it was a part of the initial complaint. Being more thorough is obviously a company-wide issue since you and your technician have both made errors, one almost cost me $6500. I truely believe the insulation was adjusted in order to have readings that would indicate a problem and a need for repairs. Feel free to read the attachment initially provided. To close this complaint, please assure me no charge was made and no bill will follow. Business Response /* (4000, 12, 2022/01/14) */ Your account with us at A/C Warehouse has been cancelled and you have no charges from us. Consumer Response /* (2000, 14, 2022/01/18) */ (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  07/03/2021

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Today (7/2/21) we had our 6 month maintenance tune up with AC warehouse. We pay $130 per year for 2 visits. Today a new technician showed up and claimed to have 15 years of quality control experience. She said she found lots of mold on our unit and that this problem has been documented in the past. She claimed that $3000 of repair would need to be done including 2 ultraviolet lights and an acid wash and this would solve our problem forever. When pictures were shown of our mold problem- the a.c. unit was not ours. When we asked her to show us the mold, we found dirt that was thrown all around the evaporator coils. We later had to get another independent company (unique air) to come confirm that it was dirt and not mold. They cleaned our unit for another $91. We also found a hand print in the dirt right outside our garage. We have zero trust in this company and have found all events that happened today to be nothing short of a scam. Our phone calls were never returned from AC warehouse.

• Initial Complaint

  06/28/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  AC Warehouse had contacted me informing me they were taking over Coastal AC customer and offered a free service call. On June 25, 2021 service representative show up to perform service call he performed maintenance just like as I had seen Coastal performed. He checked the capacitor for voltage and it was out of specification - I asked what a capacitor cost - he said I had a special deal and it was $210 and that what they cost. He didn't say the part $21 and I'm charging you $179 for 10 minutes to attach four wires. That's $1,074 / Hour!!!! the service was suposed to be FREE.

  Business response

  06/29/2021

  Business Response /* (1000, 5, 2021/06/29) */ We recently purchased Coastal Air and offered a free Tune-up to all of their customers ($89 Value) on arrival our technician did a full maintenance and found the 70/7.5 Capacitor was weak and only reading 60.5+2.2 or -14% & -71% which is below manufactures specification. We present all our findings and give the customer options and pricing up front before any work will be performed. All our pricing is base level pricing. Weather it takes 10 min or 10 hours, that would be the price. Price presented without a maintenance plan cost $210 and if the customer opts to join membership, that will entitle him to 15% off. Customer opted to have this service done, signed our invoice to have work done to his HVAC system. Yes, the part is available online cheaper and could be purchased and self installed but that leaves you with no warranty on a generic part or the repair itself. Our services we provided covers a one year warranty on part and labor, it is installed by a licensed technician so not to void any warranties the system may have. If you are unhappy with the price of this repair we are glad to remove the part and refund the $210. Consumer Response /* (2000, 7, 2021/07/02) */ (The consumer indicated he/she ACCEPTED the response from the business.) Yes please make arrangements to remove your capacitor and replace it with the one removed and AC warehouse will refund $210. Or refund $89(value of Free Service) and do nothing more else. Consumer Response /* (3000, 13, 2021/08/11) */ BBB Case #: XXXXXXXX Vendor has reigned on there settlement Offer siting Time limit not disclosed in original settlement offer. Stating the the part has been installed over 30 days and they could not use the part. They said the best the could do is 15% discount on service provided. This begs the question do they use parts that have previously been installed and present them as new? Business Response /* (4000, 15, 2021/08/17) */ This is the second dispute on a previous complaint. We reached out immediately after this first complaint and a voicemail was left on 07/06/2021 stating that we would refund the amount of the part installed but we needed to return to remove it. Customer was supposed to purchase his own capacitor or have another company come out to replace it for him. We received a call 8/11/2021 requesting we return to take the part out. At that point the part had already been installed since 6/25/2021. We can no longer send that part to our warranty company and receive credit it has been installed entirely too long. We then offered to take 15% off of the repair which is the discount one of our contract customers would have received when the job was done. We were willing to uphold our end of the agreement but that can not be expected to be done after the customer has not followed through in a timely fashion.

*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. ↩