ComplaintsforBay Area Heating and Cooling, Inc.

• Initial Complaint

  06/02/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  05/18/2022; an appointment was made for PMA tune up 5/31/22 05/30/2022; our air was blowing hot - we called for an emergency response. Ernesto came out and immediately said it's too old. We asked for the unit to be fixed - which he did - for a premium. 05/31/2022; our PMA tune up took place. Vince came out and did our tune up. He told us "call me when you're ready for a new unit" and reported no immediate concerns. 06/01/2022; we called for an immediate response as there is an active*** leak coming through our ceiling from the AC. Vince responded and informed us this isn't his problem. We asked what can be done to fix the issue - he said a new unit. He repeated multiple times "this isn't my problem". When a manager finally called me back to discuss what happened- he apologized and said he would call us back the following day. 06/02/2022; another company came out and found a clog. I have three documents from Bay Area Heating and Cooling stating that the line was clear. In addition- the unit was not cleaned out as the document says. The new ac company cleaned it out, located a hole, and patched it until installers were able to come.

  

  Business response

  06/22/2022

  Business Response /* (1000, 5, 2022/06/03) */ Mrs ******, We regret your experience with Bay Area Heating and Cooling was viewed as less than stellar. As you wrote, our service technician Ernesto visited your home on 5/30. He found your condenser to be 17 years old which is well beyond the life expectancy of an outdoor unit. At over 30 years old, your air handler is showing severe signs of wear and tear including heavy rusting and corrosion. It is important to note your condenser and air handler are also mismatched. In these situations, our service techs are trained to recommend replacing the system. As you were not interested in replacement, Ernesto changed your capacitor per your request. Since it was Memorial Day, your call was considered afterhours and you were charged accordingly. The next day our technician Vince visited your home for a tune up. After seeing the age and condition of your system, Vince made a recommendation of replacement. Additionally, he took pictures showing the widespread rust, wear, and tear as mentioned above. According to Vince, he also warned that a system failure was imminent. In our 3rd visit in 3 days (Vince's 2nd visit), he again mentioned a new unit would be the best course of action. He also took video of your air handler leaking water. In our professional opinion, this was caused by the vast amount of rust and corrosion in the metal drain pan. Vince also confirmed your drain line was clear with the help of blue dye. During his visit a family member arrived at the home and proceeded to berate and yell at him. It was at this point that Vince left. Our service manager reached out to you later the same evening. There was discussion of the float switch being installed too high on the drain pan. As we did not install the system, the drain pan or the float switch we are unsure how any related issues are our fault. As a good will gesture, our service manager waived the maintenance fee on the 3rd visit. We are always interested in making unhappy customers happy but to be clear this was and is not an admission of fault. In the end we are happy to hear your system is running and wish you nothing but the best. The Bay Area Heating and Cooling Team Consumer Response /* (3000, 7, 2022/06/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) This response doesn't remedy the fact that on the second visit, Vince did not follow the ADVERTISED 90+ point inspection. He didn't flush the line, he didn't clean the system, he even skipped over multiple points which we have proof of in the follow up email. Because of this, a clear emergent issue was missed. The Third visit was due to the ceiling caving in from water caused by the missed issue. In addition, the float switch was marked by Vince as being operable when it was not. During the third visit, a family member showed up to ask if Vince flushed the line for a clog, which he refused to do. He stated that sending dye through the line was enough and this wasn't his problem. YES, a new system was suggested on the third visit; a no brainer now that the ceiling is gushing water. Had Vince followed the companies SOP of 90+ point inspection, this would have been caught before it damaged my ceiling. That is what I was paying for someone to come out and do - Inspect and clean my system. Throwing your hands up and saying not my problem is inappropriate and unprofessional. The day after the third visit a clog was flushed out of the system, something Vince claimed was done (by another AC company). The internal drain pan was cleaned, which Vince SKIPPED on the 90+ point inspection. Vince took many photos of my system on visit number 3 when I was confronting him about clogs, faulty float switch, and an unclean system. Minimal photos are included on the day 2 visit report. The fact is, I payed to have someone make sure my system was working and cleaned out. Vince did not complete the advertised tasks, which led to an emergency benign missed. Blanketing it with "you need a new system" doesn't negate the task you're being paid to perform. The $60 "good will gesture" does not even being to fix my ceiling. The ceiling is the issue. Consumer Response /* (3000, 10, 2022/06/17) */ I had my ceiling repaired for $250. I feel that due to Bay Area Heating and Cooling's negligent service, this cost could have been avoided.

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