ComplaintsforQuality Control Air, Inc.

• Initial Complaint

  05/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On May 11, my air conditioner stopped working. Around 9:00 pm, I called Quality Control and told the answering service that my thermostat was reading 85 degrees. She said she would contact the on-call technician. No one called me back. At approximately 5:30 am, I called again and got the same operator. She said they had trouble reaching the on-call tech, but he did get the message. He called and was unable to diagnose over the phone. Around 10:00 am, he arrived and said the line was probably clogged. This surprised me because I get it serviced (I assume they suction the line) twice a year, and I put white vinegar and water through it on the 1st of every month. The shop vac suctioned the line on the second attempt. He said I was lucky that it was going to be cheap. I was shocked when he said it would be $350. I said if he told me beforehand that it would cost $350, I would have told him not to do it. I asked what was the benefit of having a contract? He said that I didnt have to pay $150 for a service call. Am I to believe that unclogging a line would cost $500?! He also said I was lucky he didnt try to sell me something. Yes, they do that often. I am a 79 year old woman. I feel I was an easy ***** I called to speak to the owner, ********, but he was unavailable. I waited a week and then I sent an email to the address Gaye gave me, demanding a refund, but again I have not heard back.

  Business response

  06/05/2023

  My apologies for any mishap the customer feels might have occurred.  This is the first time I'm hearing of this, and I take these complaints seriously.  After reviewing the invoice, it appears that the customers drain line was severely clogged and needed chemicals to free the blockage.  Although she does have a contract, any work requiring chemicals, parts or excessive labor does require the customer to pay albeit at a discounted rate.  I agree, if my technician did not inform her of this cost, that would be unprofessional.  Regardless the work was done, and the problem was fixed.  I am in the process of contacting the customer to see if we come to a reasonable resolution.

   

   

  Customer response

  06/09/2023

   
  Complaint: 20126272
  
  I am rejecting this response because:

  
  - No one from Quality Air has tried to contact me. 

  - Their response states chemicals were used. What chemicals?at what cost?

  - Nothing was replaced; nothing was broken. 

  - They advertise 24 hour emergency service.  No one returned my Thursday, 9:00  pm  call even though I told the answering service that my thermostat read 85 degrees. I had to call again the following morning.

  -My air handler and air conditioner were purchased and installed by Quality Air less than 4 years ago.  I have had a contract, even before the new equipment, for maintenance twice a year.  Is my equipment covered by a warranty?

  -  Since my complaint was filed, my air conditioner stopped working again approximately three weeks after the first failure. A different tech came and poured liquid from a quart bottle possibly the same product ?? and water into the unit and used the shop vac outside, and the unit started.  This time I was charged $0, but I was offered a two year contract for the price of one.

   

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

• Initial Complaint

  04/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Quality Control Air Rep,*****, jumped to the conclusion within 5 minutes that we needed a new air handler motor without doing any testing of anything. Date was March 28, 2023 A new smaller air handler motor was installed by ***** and I paid $310.00 on my credit card for that on March 30, 2023.This did not fix the problem so I called Quality Control Air and reported that fact to them. They sent *** back to check things out once again on Monday, April 3, 2023. *** does a thorough inspection and found the problem to be in the newly installed "****" thermostat done by Merakisolutions.com just a few days before this A/C started acting strange upon shut down cycle. *** had everything working just fine after that. At that point I knew we DID NOT NEED the new air handler motor and asked for our old one back. I was told they had to have it for exchange. So we are out $310.00 for nothing.I informed Merakisolutions about this deal and gave their info to Quality Control Air and vise versa.Merakisolutions told me since I didn't give them a chance to fix THEIR mistake before calling someone else they wouldn't be responsible for any $$ value. I informed them I didn't know the cause of the problem with the A/C not shutting down properly was caused by the common wire not being hooked up in the **** thermostate that they had installed.My husband and I would like to be reimbursed for the $310.00 new air handler motor that we didn't need in the first place.We are still under waranty for the A/C we bought over a year ago from Quality Control Air....

  Business response

  05/02/2023

  This response was taken verbally by BBB:

  The customer had an issue with a nest thermostat that was installed by another company. The thermostat was installed without the common wire. This improper installation caused the unit to short cycle, which damaged the motor. The motor was replaced but until the thermostat issue was repaired the short cycling continued. Just because there were multiple issues with the system does not mean that the motor did not need to be replaced, it did. The customer was going to file a claim with her insurance and we provided the paperwork to her insurance rep. ** also provided a service plan as a goodwill gesture.

  Customer response

  05/02/2023

   
  Complaint: 19928319
  

  
  I am rejecting this response because:

   

  We already had a service plan with them since March 31, 2022. Did something change about that?

  Not aware of paperwork sent to an insurance company? Who? Where?

  I asked them to communicate with MERAKI SOLUTIONS.com because that was the company that installed the **** thermostat. Have not heard if they did or not ....or the outcome of such communication.

  What test was done to determine the air handler motor was defective? 

  I think a reasonable person would be asking these questions if THEY had this same experience.

   

   

   

   

  
  Sincerely,
  
  ***** & *************************

  Business response

  06/05/2023

  We have resolved this issue, directly with the client and have refunded her the appropriate amount for the job that was done.

  Customer response

  06/08/2023

   
  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.

  They refunded $235.00 of the $310.00 and stated the difference of $75.00 was for the service call. I thought we had free service calls until March **** with the new air conditioning unit we purchased from them. The refund is better than nothing.....Thank you.. 

  
  Sincerely,
  
  ***** & *************************

• Initial Complaint

  09/27/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  4.27.2021 $2450.00 Blown in insulation (foam sealing), plus sealing and disinfeting, two year service plan. Misrepresented Product, No Sealing or Disinfecting (loose chunked insulation). I immediatley expresed this was misrepresented, I asked if it was sealed prior and disinfected, technician said "no" and would have manager call; no call by manger. I called in June, no manger return call. 7.6.2021 request for HVAC service and expressed no manager call and misrepresented product, then misrepresenteed service contract and charge of 277.00, charged bank 504.00; provided no receipt. I filed a bank dispute. Still no manager call. I sent a certified letter requesting removal of misrepresented product, with request for call. Company returned with e mail, stating removal was impossible and no refund.This was a sham toward product, installation, service call with dishonest / lack of integrity, pre financing on credit then installation; sham. The product is useless, pest and fire hazard.

  Business response

  09/30/2021

  Business Response /* (1000, 5, 2021/09/30) */ Contact Name and Title: ******* D./ GM Contact Phone: XXXXXXXXXX Contact Email: *****@qcapc.com I have been in contact with the above mentioned customer over the complaint(s) she has listed. I have attached email files for my response and I also had a phone conversation with the customer. We have and continue to run our company without maliciousness and with honor. The job we were contracted to do was completed and we were not allowed to return to the property to ensure the fulfillment of such work. We were not notified until almost 4 months after the job was completed. The only call we received was for and unrelated issue, which we rectified. We are not unreasonable and want to work with the customer to come to a reasonable conclusion. Unfortunately the customer does not want to reach an agreement. We are still open to coming to a conclusion that does not involve us removing blown in insulation, a job that if far more detailed and requires proper machinery. We are also willing to refund a small portion to the customer, even though the work was completed. I hope to come to a resolution and I am available for contact if needed. Consumer Response /* (3000, 11, 2021/12/21) */ I am not able to open the response letter. There is a brief response in an box, which I am unsure if this is the response letter or just a statement. However, once again, Mr. D. has made a statement that is not true. He indicates that he was not allowed to come back out to inspect the job. There was never an attempt to do so. I asked that it be fremoved immediately, as it was NOT THE PRODUCT I ordered. I have insulation on the floor of the attic alread, I ordered and thought I was receiving a blown in 'foam' insulation sprayed on the ceiling of the attic. Instead, I get chunky white, shredded pieces of insulation that looks like a giant pest nest. I placed a call and Shirley the receptionist was rude and dismissive. She stated "Michael" (Mr. D.) would call. He never called. In the interim, I had also purchased a two year service contract with them, and needed a repair. AGain, deceptive, did not provide me a receipt, stated they blew some type of sealant in and if it didn't work they would refund the money and do another repair. The technician stated the charge was 277.00, did not provide a receipt, and my bank was charged 504.00. This company is deceptive in product and practice. I want the product removed immediately. I did not order chunky insulation to be blown in over an already insulated attic floor. This is their deception, just as the 277.00 and charging the bank 504.00. Their response is without merit and again deceptive. They made no effort to contact me and my contact with Shirley was rude. She then sent a flyer with a card, which had a coupon on the back of it for $50.00. I want a total refund of $2450.00 and the product removed.

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