ComplaintsforUSA Air Conditioning Services, LLC

• Initial Complaint

  01/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had the ac unit installed in 2019, we have a 10 year warranty with them. We started having issues this year with it not cooling our house during the day. They can over multiple times and told us it was fine. This specific time they came over it was a new tech I havent met before and her went up and looked at it and checked it out, changed the part without even telling us what was wrong or telling us how much it was going to cost Ect. We had no choice. The office wasnt picking up our phone call. No one would give us a call back for days and the owner, after days of calling and getting dodged by the receptionist, he admitted himself that he didnt want to talk to us. We took matters into our own hands and called the air condenser company and asked if the part they replaced was in fact under our warranty and they confirmed it was and that all *** air had to do was call them so they could get reimbursed for the part. They gave us a reference number and everything. We spoke back with the manager and he still has yet to speak with the company about getting our reimbursement. They are unprofessional and rude. We just want them to honor our warranty that we have with them. Our ac wasnt working and now was even have mold in our ducts. We spend over ***** dollars with them and got a new unit, sanitized our ducts and now have mold. We spent over 340 dollars that day to replace that part and had payed an additional 500 dollars when we installed our unit to cover and maintenance fees for 10 years. When you look at any yelp reviews they have they are absolutely horrible. I wish we did our homework before we chose them to do business with.

  Business response

  01/12/2024

  Dear customer.

  We installed your ac back in 2019 ,our policy is 1 year warranty on labor and 10 years warranty on parts,

  We have pictures from November  2023 that shows the condition of your system, our company charge you $350 based on repair, labor and one year warranty.

  The manufactory cover us for the part that need to be shipped to them or taken to their location(time on labor). They are not covering us on labor for  a unit from 2019!!!!!!!!!!!! 

   

   

  Customer response

  01/12/2024

  My fianc sent in a more detailed complaint the same day, Im not sure. This company even with their response to me they are so unprofessional. Since he put in a more detailed one what do I do with this complaint? His has more photos and explains more. I didnt realize I could add more to my original one. Thank you. The company has told us they dont want us to ever call them again they dodge our phone calls even when the manufacture of the part said our piece was covered under warranty. 

  Customer response

  01/12/2024

  My fianc sent in a more detailed complaint the same day, Im not sure. This company even with their response to me they are so unprofessional. Since he put in a more detailed one what do I do with this complaint? His has more photos and explains more. I didnt realize I could add more to my original one. Thank you. The company has told us they dont want us to ever call them again they dodge our phone calls even when the manufacture of the part said our piece was covered under warranty. 

  Customer response

  01/13/2024

   
  Complaint: 21130297
  
  I am rejecting this response because:
  Have the integrity to answer the complaint with the photos of the warranties, the 350 charge for parts . The photo of the 500 five year service payment ID ******** and talk to Nichalous who you have yet to acknowledge.  
  Sincerely,
  
  ***************************

  Customer response

  01/13/2024

  We paid USAA 07/22/19 for duct system coating and cleaning, new condenser and new ** unit, 10year parts warranty and 5 years service contracts which includes two maintenance visits a year complete system check and flush. After a year the mold in the duct starting breaking through the coat, we were told it isn't their problem. No service visits. After four years we call to see why sometimes the ** doesn't work. And get told all our paper work is gone we are not in the system.
  Now almost five years later the ** just stops during the day. We hadn't had anyone come look at the unit until now but we were still in the five years paid service contracts, all of our appliances were registered on time and covered. Now a tech makes it out and says it's colder than their house no problem and leaves. The next tech comes after some scheduling issues they say they contacted my wife who sleeps during day and works overnight although they have my number and never contacted me. So the tech comes on Saturday replaces a capacitor writes up a bill for 350 says
  "electrical is not covered" That I needed to pay for theAt this point My wife is livid because he never asked to change the part. I am completely flustered because the warranty expresses all exceptions none of which are electrical. They were there for maybe 30 minutes and the part only cost ***************************************************************************************** on Monday they would take care of it. That maybe he wasn't told of our coverages or warranty so I signed the paperwork VC for duress paid and let him on his way. Now here is where it gets really dicey the whole month of December we tried to call and were dodged "not in office" "out to lunch" "call you back" to this day they never called me back. I followed the number with ***** and they told me the part is covered and that all *** air had to do was give them a call. Case number *******. I get a hold of someone for them to say "never call again"I'm supposed to have 10years warranty. Please help I have photos it will not let me add them 

  Customer response

  01/13/2024

  We paid USAA 07/22/19 for duct system coating and cleaning, new condenser and new ** unit, 10year parts warranty and 5 years service contracts which includes two maintenance visits a year complete system check and flush. After a year the mold in the duct starting breaking through the coat, we were told it isn't their problem. No service visits. After four years we call to see why sometimes the ** doesn't work. And get told all our paper work is gone we are not in the system.
  Now almost five years later the ** just stops during the day. We hadn't had anyone come look at the unit until now but we were still in the five years paid service contracts, all of our appliances were registered on time and covered. Now a tech makes it out and says it's colder than their house no problem and leaves. The next tech comes after some scheduling issues they say they contacted my wife who sleeps during day and works overnight although they have my number and never contacted me. So the tech comes on Saturday replaces a capacitor writes up a bill for 350 says
  "electrical is not covered" That I needed to pay for theAt this point My wife is livid because he never asked to change the part. I am completely flustered because the warranty expresses all exceptions none of which are electrical. They were there for maybe 30 minutes and the part only cost ***************************************************************************************** on Monday they would take care of it. That maybe he wasn't told of our coverages or warranty so I signed the paperwork VC for duress paid and let him on his way. Now here is where it gets really dicey the whole month of December we tried to call and were dodged "not in office" "out to lunch" "call you back" to this day they never called me back. I followed the number with ***** and they told me the part is covered and that all *** air had to do was give them a call. Case number *******. I get a hold of someone for them to say "never call again"I'm supposed to have 10years warranty. Please help I have photos it will not let me add them 

  Customer response

  01/15/2024

  Contracts 

  Customer response

  01/15/2024

  Contracts 

  Customer response

  01/15/2024

  These are the contracts proving the 10-year warranty, the part highlighted that they exchanged, the 5-year service contract that we paid for, sanitation and duct cleaning. I want to state again that they did not even ask us for approval before changing the part, they went on the roof never came back down to give an estimate or anything and just changed it and expected us to pay.

  Business response

  01/16/2024

  SORRY TO HAER THAT YOU REJECTED OUR ANSWER.

  WE WILL KEEP YOUR SERVICE CONTRACT FOR THE NEXT 3 YEARS.

  YOUR LABOR WARRANTY IS ONE YEAR.

  Customer response

  01/16/2024

   
  Complaint: 21130297
  
  I am rejecting this response because:

  I dont know where you are getting this one year service warranty from because we clearly payed for a 5 year service warranty( pointing to in the photo) you cant just make up a new contract and say youre only going to finish covering us for 3 more of the years when we have a law abiding contract for your service for a total of 10. We are not happy with this resolution . The tech did the repair without our permission, the tech themself said that the charge was for the part not labor, and reheem is honoring the warranty for the part, all you have to do it call them and get your reimbursement. You guys have screamed at us to never contact you again and now you just want to change the contracts. This is not how you do buisness. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  12/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In April 2022 I hired *** Air to put a new A/C unit in my condo. By Sept. 2022 I begin to have problems with my A/C not cooling. They came out March 2023, A/C Unit was still in 1 year warranty and said a/c unit needed Freon . So they replaced the freon. A/C unit was not cooling, Nov. 30, 2023 tech came out looked at vents with a camera and said needed a duct renovation for $2400. He Never went outside to check unit. Scheduled to come back again because unit was freezing up. Tech came out on Dec. 8, 2023 said the a/c unit will need 4lbs of freon will cost me $95 per pound. I wanted an explanation of why this is happening. Needed Freon in March now again in Dec.?Tech then called manager and he offered me to pay now $195 for 4lbs of freon. Called office asked to speak to manager and was told manager left for the day, call back on Monday. Tech left a/c still was not fixed. Called Monday Dec. 11 at 9am to speak to manager and spoke to customer manager **** who said she would leave a note for him to call me. Called back at 12:00 & 4:45 and she continued to tell me he is busy but will call me back. Never happened. Dec. 12, 2023 called again at 9:30 talked to **** again, after 3 calls talked to a Supervisor told me he will talk to tech and call me back.Never happened. I called back at 11:45 he was in a meeting. Called back at 3:45 and **** said she was told by supervisor that they will only charge me now $100 for 4lbs of freon. I told her I need to know why the unit is leaking so much freon, it is bad business that her supervisor couldnt call back like promised she said I just want instant gratification. Another supervisor got on the phone, *** who told me I needed to stop talking and just listen! To check for a leak it will cost me $295 & additional $100 for freon. He didnt know why they didnt check it first in March when it needed freon while still in the 1 year warranty. They want to charge me money now but dont want to fix the problems while it was in warranty.

  Business response

  01/08/2024

  PLEASE CALL ME AT ************* 

  ROYI

• Initial Complaint

  12/04/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Job: # ***** Date: 8/9/23 Tech: **************** Contract amount: $11,520 ************ filter return grill installed (**** x ****) requiring me to purchase custom filters for the life of the unit at elevated costs.Opening in the dry wall was cut too large and the custom grill was 'mudded in' to retain it in wall.I have called and emailed many times and have not got a response to resolve this problem.

  Business response

  12/05/2023

  Hello Mr ************************

  After reviewing all the details and the contract we completed all job!

  we are not responsible providing ac filter for the life of the unit.

  we will be more than happy to provide the first filter after install. if your contract  says different please email us

  
  
  

  Customer response

  12/05/2023

   
  Complaint: 20956568
  
  I am rejecting this response because:

  Please read the complaint correctly. I am not looking for 'filters for life'.

  I am requesting that you replace the custom size return air grill with a standard size for which I can easily get replacement filters from a retailer and not from a custom filter manufacturer.

  In addition the grill was installed in an over size hole in the wall and 'stuck' in place with filler. 

  Please refer to the pictures attached in the original message.
  
  Sincerely,
  
  ***********************

  Business response

  12/11/2023

  Hi *********************** thank you for your feedback. Im sorry to hear that our team did not meet your expectations and that you felt we were not able to provide the level of service needed.

  The size for your return grill is based on the unit specification.

  We will be more than happy to help you  find the filter you need.

  You can use this link-------***************************************:**********:79149177593:380739037599&nb_adtype=&nb_kwd=filterbuy&nb_ti=kwd-338346129995&nb_mi=&nb_pc=&nb_pi=&nb_ppi=&nb_placement=&nb_li_ms=&nb_lp_ms=&nb_fii=&nb_ap=&nb_mt=e&gad_source=1&gclid=CjwKCAiAg9urBhB_EiwAgw88mbsIK_S51NvSphX32ls940ApURfMAyuyNEPZcrZ6XNcST39ZbR3r0xoCE5YQAvD_BwE.

  and we will ****** you for 4 filters

  Customer response

  12/13/2023

   
  Complaint: 20956568
  
  I am rejecting this response because:

  The offer to give me four filters in an effort to placate me does not go any way to resolve the problem.

  What quality of service should I expect on the twice yearly maintenance which I have prepaid for the next five years?

  
  Sincerely,
  
  ***********************

  Customer response

  12/13/2023

  That is it?

  You close my complaint after the business posts a pathetic response.

  This issues are not near resolved. It appears to me that the BBB is a sham, purporting to be an advocate of the consumer.

  This business has hundreds of complaints and still BBB gives them a high rate & accreditation of 'A'.

  Have you no shame!

• Initial Complaint

  09/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In March of 2022, I hired *** Air conditioning to put in a new unit at my house.I was supposed to have a 5 years maintenance. On July 3rd I notice mold growing on the unit.Called them, service guy came out and told me not their fault. Called office again and tried to get in touch with Manager ( who's name is ***). It took me a week but he sent someone out and put some gray stuff on the unit. But it melted off. On top of everything the permit is still not closed on my unit. They refuse to fix the issue and close the permit. I contacted a lawyer who sent a letter and they still have not responded.

  Business response

  10/03/2023

  Please call us at ********** and we can resolve this issue.

  ASK FOR ROYI

  Customer response

  10/06/2023

   
  Complaint: 20651369
  
  I am rejecting this response because:

  I called *** air conditioning on Tuesday, 10/3/23 and asked for *******  They asked for my name and then told me *** was on the phone and he would call me back.  I never received a call back on Tuesday or Wednesday.  On Thursday, October 5, 2023 I called back again where they told me he was on the phone and I was on the list to be called back.  It is now Friday, October 6, 2023 at 2 pm and I have not heard from them. I am tired of waiting for them to fix my Air conditioning.  This has been going on since July 3, 2023
  
  Sincerely,
  
  ***********************

  Business response

  11/09/2023

  YESTERDAY(11/8/23) WE WENT TO CUSTOMER HOUSE AND FIXED ALL ISSUES!!!!!!!!

   

  Business response

  11/14/2023

  we fixed all issues. we fixed other issues that was not at contract ,just to show our great customer service!

  Customer response

  11/17/2023

  They have come out and fixed the issues but I am still waiting on them to close the permit.

  *********;

  Customer response

  11/17/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  07/28/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Date of Transaction -04/03/2023 $17,400.00 Air conditioning unit and duct work Company did not install the type unit agreed upon.Business has not tried to resolve the issue. Job number *****

  Business response

  08/18/2023

  Hi MRS ************************* thank you for reaching out to us about your project.

  AFTER READING THE CONTRACT AND LOOK AT THE PICTURES WE DID EVERYTHING CORRECT.

  IF YOU HAVE ANY ISSUES WE WILL COME AND REINSPECT THE ENTIRE JOB.

• Initial Complaint

  07/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 06/29/23 the technician charged me $150 for a capacitor. I contested the charge at the time of service with the technician and was told Capacitors are not included. I called your office where the lady answering the phone said capacitors are not included and she said she checked with the supervisor that also said the capacitor is not included. When the technician left, I called the insurance company you work in conjunction with, and you sold me the policy at the time I purchased the unit. The insurance company assured me the capacitor is covered and there is no exception for capacitors. I also have a service contract with your company still in effect. I am covered by the extended warranty and the service contract. I am seeking a refund of my $150. I have an additional concern that a brand capacitor other than the brand of the unit was used and I am concerned if that off brand part will affect my warranty. I am seeking a factory brand capacitor be installed or assurance in writing that the use of an off-brand part will not affect my warranty.

  Business response

  07/28/2023

  Hi  *************************** Im sorry to hear about your experience with us. It sounds like you had a frustrating time, and we want to do everything we can to make it right for you.
  We would be happy to review the specific incident in more detail with you so that we can better understand what happened and how we might improve going forward.
  Please feel free to reach out via email at [****************)  
  Were committed to providing excellent customer service and are looking forward to hearing from you!

  Customer response

  07/28/2023

   
  Complaint: 20314597
  
  I am rejecting this response because: The message requires me to further explain my complaint by email directly with them and I was given an email addy. My complaint was complete and covered all information that could be needed. The only thing I had to add was one of their supervisors told me capacitors were covered on 01/18/2021 when 1 of their techs tried to sell me 1. When that tech found out capacitors were covered, he then said when you have a maintenance agreement, they do not replace parts until they fail. Seemed pretty sketchy then but I am too easy going sometimes. I am rejecting this response as it does not settle the complaint but only asks for further discussion. 
  
  Sincerely,
  
  ***************************

  Customer response

  08/02/2023

  In case I was not clear I want the charge of $150 refunded or the $500 I was charged for the extended warranty I was sold.

  Customer response

  08/07/2023

  I have sent a 2nd email to the company as I have not received a response from the 1 I sent weeks ago. ***************************

  Customer response

  08/17/2023

   This a copy of the 3rd email I have sent the A/C company seeking a solution.I have not received an response for the last 2. 

   On 06/29/23 the technician charged me $150 for a capacitor. I contested the charge at the time of service with the technician and was told Capacitors are not included. I called your office where the lady answering the phone said capacitors are not included and she said she checked with the supervisor that also said the capacitor is not included. When the technician left, I called the insurance company you work in conjunction with, and you sold me the policy at the time I purchased the unit. The insurance company assured me the capacitor is covered and there is no exception for capacitors.  The complaint is fairly complete. As I wrote I did double check with Asure and they checked with their supervisor and other agents. 
    On 01/18/2021 one of your service techs came to my home for a maintenance visit. He told me I needed a capacitor and he wanted to charge for it. I called your office and spoke to ***** who told the tech the capacitor was covered. The tech then said he then changed his story from I needed a capacitor to if you have the warranty the capacitors are not changed until they fail. In closing in addition to the sources mentioned in the complaint a person on your staff (*****) said capacitors are covered.
   I also have a service contract with your company still in effect. I am covered by the extended warranty and the service contract. I am seeking a refund of my $150. I have an additional concern that a brand capacitor other than the brand of the unit was used and I am concerned if that off brand part will affect my warranty. I am seeking a factory brand capacitor be installed or assurance in writing that the use of an off-brand part will not affect my warranty.
  

  Business response

  08/18/2023

  GOOD MORNING.

  OUR PROBLEM IS NOT WITH OUR CUSTOMER  ITS WITH ENSURE COMPANY.

  YOU ARE NOT THE FIRST CUSTOMER WE HAVE  AN ISSUE WITH THIS KIND OF UNIT(AMANA) THAT COME WITH 10 YEARS OF LABOR WARRANTY AND THEY DO NOT  HAVE PARTS AVAILABLE.

  WE WILL RETURN THIS TIME ONLY $150.

  Customer response

  08/25/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ******** and find that this resolution is satisfactory to me. If someone would have told me the reason of the issue was the manufacturer was out of parts and not "The part is not covered." which I know better than, I would have known it was an honest issue. I will follow up with the insurance company Ensure and let them know I expect the cost of my extended warranty refunded if they cannot supply parts.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  07/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased an AC Unit in September 15, 2020, Already I have had to call them to repair the unit and the first time they charged me $1770.00 now the Compressor blew up and there is no freeon, and they are charging me $1950 stating the compressor is not under warranty, I am looking at the contract and the compressor is under warranty, they refuse to talk to me, or give me a valid reason as to why I am being charged for a part that is covered under warranty. I was told by another employee that I would not have to pay for it just labor. And today another technician came and told me it is $1950 or he will not fix my AC until I pay, I have a medical condition I have been without AC for 3 days already, I should not have to pay for parts that are under warranty.

  Business response

  10/03/2023

  Dear **********************
  Im sorry to hear that  we were not  able to provide you with the service experience you were looking for.
  I will be sure to pass your feedback on, and well work on improving our customer service in order to meet your expectations in the future.

  your air condition has 10 years warranty on parts only.

  our bill includes: labor. freon ,new dryer-vent and of-course warranty on any repair for 12 months(same issue).

  I hope we cam meet your expectations. 

  Customer response

  10/04/2023

   
  Complaint: 20312975
  
  I am rejecting this response because: they overcharged me the first time they came, and they are scammers and liars. 
  
  Sincerely,
  
  *********************************

  Business response

  11/06/2023

  Hello ***********************

  Last time we visit your house at the date of 7/12/2023.

  I think you are confusing ** with a different ac company.

  please call us at **********

  Business response

  11/06/2023

  After checking your history with our company its seems you decided to hire a different ac repair company to replace your compresor.

  We are not responsible for this unit!!!!!!!!!!!!!!!

• Initial Complaint

  06/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In the February ********************************************************** cleaning our AC ducts. We agreed to have the service done by USA Air Conditioning Services, LLC. He charged us a deposit of $1,000 and we scheduled a future date to have the ducts cleaned out.Soon before the work was scheduled to be done we had a leak in the house and that took priority since it had a lot of moving parts and we would have a lot of contractors coming in and out of the house to fix the leak and plumbing, etc.We spoke to ******* and explained we would reschedule for another time, once the leak problem was all resolved.After it was resolved around May of 2023 we asked for an itemized bill explaining what exactly was going to be done and the cost of each individual job. ******* never sent it and around May 23rd he stated that he thought we just wanted a refund. At this point we said that we did prefer a refund due to the lack of communication and not willing to send an itemized bill.On multiple occasions after this conversation we texted ******* and spoke to **** (office manager I believe) and they reassured us that the refund was going to be processed and that *** (the General Manager) would reach out to follow up. Neither of these things happened. It is now 06/08/2023 and Avyatar stopped responding and we still don't have our refund.

  Business response

  06/19/2023

  Dear Mr. and *******************:

  We sincerely apologize for the delay in refunding your deposit. You are absolutely correct that a miscommunication occurred not only with you but also with the accounting department. On June 9th, the full refund was issued to your credit card and it should have already posted on your account. Enclosed please find the receipt for your records.

  Sincerely,

  USA Air Conditioning Services

   

   

   

  Customer response

  06/27/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  06/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Communication with this company is like a game of cat and mouse which I don't have no interest of playing. *** air came into my home and put in a new unit back in 2018. Where my unit sits I've always had a closet door up to hide my unit starting with my old unit. The tech that put in my unit made the white pipe as shown in the picture stick out to where I'm not able to have my closet door installed because of it. I've had to put a piece of plywood to cover the area to prevent any dust from being sucked into my unit. I'm tired of it looking like that..I haven't got around to having this corrected until now. Friday June 2nd, 2023 I called to speak to **********, and left a message for him to call me back he never did. I called today twice once this morning and afternoon nothing from him. I leave a message and what I say should be in notes so why do I have to continue to repeat myself when leaving a message. It's a shame I have to go through bbb once again to get something done. I just want the pipe corrected so I can get my closet door installed. The pipe shouldn't been sticking out that far in the first place when a closet door goes there to hide the unit. I'm over the games. I just want this company to fix the problem so I can be done with them completely. It's sad when you start to regret doing business with a company. Starting with all the experiences this company has given to me I wouldn't recommend them to no one because of it. I just want this issue fixed as this was done by them.

  Business response

  06/19/2023

  Dear *********************:

  We are very sorry that we have not called  you back, but all you had to do is to make an appointment with our call center and we would have dispatched a technician to you.

  Please be advised that the labor warranty on the installation has expired. Therefor there will be a service/repair charge.

  Please feel free to call our office to set up an appointment at your convenience.

  Thank you kindly,.

  Customer response

  06/27/2023

   
  Complaint: 20145172
  
  I am rejecting this response because: Well, actually I was told by **** the manager to give him a call awhile back when I spoke of the situation about the pipe sticking so far out that I'm not able to install my closet door because of it! He was willing to talk to me about it so this could be corrected!! A lot was going on so I couldn't give him that call during that time and once the covid hit and the entire shut down thing happened. I was dealing with a lot of family related issues and things got in the way once again, but I didn't forget about what he said to me. So, I had time to make the call to talk to him about it to see if we could correct this issue with the pipe! But I could never get him to call me back and I'm not even sure if the call center agent I was talking to even took down what I had said and given the message to him. As I had to call back so many times and would get something different from her, it definitely sounded like to me nothing had been written down or taken seriously. Nothing is wrong with my unit, so why would I pay a technician to fix something that isn't broken in the first place? If I have to pay for a problem that was caused by one of the technicians because of an error made by the hands of a technician. Then I'm not doing it because why should I have to pay someone to correct something that shouldn't have been a problem in the first place and we wouldn't be where we are right now with it. So, since the company don't recall what was said, I have proof that **** the manager told me, so it doesn't look like I'm wasting my time making all of this up! It's like you have to have proof of this company. I am glad I have it each time. Also, why would I need to make an appointment when I was told to give him a call and I was given a number by him to talk to him. That makes no sense once, ever...anyway, here's the proof of what was written to me. My warranty I had with them doesn't have anything to do with the correction of this pvc pipe sticking too far out preventing me from installing my closet door. My unit is fine and everything in it is just fine...that's a correction issue, not a broken and I need it to be fixed issue. When I did have technician's to come to look at the unit I'll have a brief conversation about that issue and I've told them I have a closet door but I can't install it because of how the pipe sticks too far out for me to install it. So that's the reason for me blocking it with a piece of plywood. Not one tech that came said one thing after I mentioned why! I'd figured they'll respond back about that warranty being expired! This pipe sticking out has nothing to do with that warranty I know what that warranty was consisted of and it surely has nothing to do with why my pvc pipe was install to stick so far out that I can't even install my closet door to block things for getting sucked into my unit and covering my unit so that it's not just sitting openly in my hallway where company and myself can look at it when walking by it. This has nothing to do with no expired warranty let's just clear that up! Because what I'm asking to have corrected isn't something that's broken that would be consisted of the warranty that has expired. That pvc pipe shouldn't even have been sticking out that far in the first place when it's a closet door that goes there to cover up the unit in the hallway!
  
  Sincerely,
  
  *************************************

  Business response

  07/28/2023

  HELLO ******************************************

  Your unit was installed in 2018 ( 5 years ago) .

  your warranty on the unit is 1 year labor and 10 years on parts/compressor.

  Unit was connected to exciting drain line!!

  I will be more than happy to send  our crew to fix any issue you have.

  For this service we need to charge you and you will got a discount base on your service contract you have.

  thank you 

  Customer response

  07/28/2023

   
  Better Business Bureau:
  

  I don't accept the business response that took over 1 full month to get a reply back from them. The reason I've decided to go with accept is to end all communication with the company. It's highly unprofessional that it took this business 1 full month to reply back to me when I'd responded back a month ago. I shouldn't have to pay for the labor of another technician to come out and correct/fix a problem another one of their technicians messed up on. With my old unit I had in my home, no drain pipe was sticking out to prevent me from putting my closet door up. I was able to have a closet door to hide my old unit before this company came in and replaced everything in my home. Now I can't put up a closet door at all because of this error in their hand and they want me to pay another technician to come out and fix a problem that they put there in the beginning. I'm not doing that! I'll just pay someone outside of this company, another business company, to correct another problem that they've messed up on.
   
  Sincerely,
  
  *************************************

• Initial Complaint

  04/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The job was to clean and restore ************** our home. 2 men arrived to do the work. During the work an air vent was dropped or placed on my dining room table, gouging the wood and leaving white ****s from the material that was sprayed into the ducts. When I showed the worker, at first he tried to wipe the **** away with a cloth sprayed with Goo Be Gone. This damaged the finish in a larger area than the gouges. He also said he had not done the damage. This was March 25, 2023. I notified the company salesman who left his number before the workers left. I've tried calling to speak with the manager. He does not return my calls (4 as of April 27th). I have filed a report with the finance company (Service Finance/Truist) and with *** Airconditioning. The job cost was $3800. The finance company has released the funds for the work and would not intervene until the loan was disbursed. *** asked for the funds the day of my last attempt to contact the manager and after I had spoken with my salesman, who offered to speak in "our behalf" that day. There has been no communication further. The cost to repair the damage is $1500 to $2800. I am not optimistic that the company will make good on their responsibility.

  Business response

  05/10/2023

  After talking and investigating our staff ,we are not responsible for your table. 

  The amount of repairing  your table is extremely high and does not make any sense

  we will consider a small return.

  thank you

*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. ↩