ComplaintsforAir Experts

• Initial Complaint

  02/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Date of service: July 2022 Invoice Ref # ***** Amount: $459.95 Our air conditioning unit was leaking and I called this company. Agent (owner?) arrived and after a three minute review told me that the unit was too old (almost 10 years) and it was better to replace it. I asked him what the problem was and he said it was too hard to determine because it could be in multiple places and in such old unit replacement was the best option, he could get me a new unit in a week. I asked him how are we supposed to live in July without air conditioning for a week so he blew the line. It started working. I asked him whether it was the fix and he said no, just a temporary measurement to get us by. He provided an estimate for a new unit. At that point I knew that second opinion was a must so asked him to pay for the service call on the spot. He said that I didn't owe him anything for that day but should really plan on getting a new unit per his good estimate before prices went up. We called another company and for les than $200 they cleared out the line and unit has been working for months since then. We forgot about Air Experts with a bad taste in the mouth. Months later we received a bill for nearly $500 for 3 units of refrigerant as a total surprise. I've been trying to call the company multiple times to discuss the bill but they never had a right person in the office and promised a call back every time which never happened. I asked to pay partially for the service call but not refrigerant until someone calls me back but they couldn't do that and now not picking up the phone from my number.Refusing to troubleshoot the system just because it's 10 years old is a scam, especially since he seemed to know exactly what the problem was.

  

  Business response

  03/01/2023

  Air Experts would like to apologize for any inconvenience.  Please note that on 10/29/21, Air Experts clean the drain line and offered suggestions for free.  7/19/22 and 7/22/22 not only was drain blocked and cleared but also the system was low on R410. Attached are the screen shots of the the timeline or history of customer.  Important notes:

  1.  A bill was sent less then 30 days from service July 22, 2022.  From the notes, a bill was sent every month and only received a response when the bill was marked for collections.

  2.  Air Experts made several attempts to call back, see attached notes.  

  3.  On 10/29/2021 we cleaned your drain and changed temporary filter for a media filter, for free.  See attached notes and invoice.

  4.  She signed an invoice for a unit sale and when it was cancelled, there was no charge or restocking fee.

  5.  ************, has left MULTIPLY ****** reviews under different names to create multiple negative reviews.  

  6.  In the ****** reviews she states "****" when in fact the invoice says ****, the same one she signed and cancelled.  See attached. 

  From our notes and interactions the bill was sent less then 30 days after the work was done, however it didn't become an issue until it was marked for collections after several bills were sent.

  Customer response

  03/02/2023

   
  Complaint: 19512892
  
  I am rejecting this response because:

  There was no 3 lbs of refrigerant added! As soon as the technician saw the age of the unit all he was pushing was a replacement. That's exactly the problem. He said the issue could have several root causes and it's not worth troubleshooting. New unit was supposed to take a week so I asked him how we were supposed to live in the middle of the summer without an air conditioner. He blew the line with Nitro, half heartedly, because when we called another company they thoroughly cleared the line.
  October 2021 is irrelevant is that was a promotion company ran that has nothing to do with the issue at hand. But now I discovered another issue: customer signature on the 7/22/23 Invoice is not mine! I asked him on the spot on 7/19 what I owed him for that service call as I already made up my mind to get a second opinion.He said nothing. Sign the Proposal which you can cancel at any time prior to installation. Which is exactly what we did after another company came out and properly cleaned the drain. Told us there was no issue with the unit and it didnt need replacement, so we cancelled unnecessary new unti. I was with the technician all along and he did not add any refrigerant, did not even mention it. Then when he added the notes on 7/22 he said charge the customer for refrigerant.Then invoice for 7/22 appeared but who signed it on the Customer signature line? Wasnt me. The signature on the proposal is mine but on the actual invoice is not. Forgery? Please explain.
  I have called a lot more times, please see attached call log. My original request was to speak to someone who can discuss the invoice as I wanted to inquire about the 3 lbs that never happened. I was willing to pay for the service call because yes, the technician did come out. But I wasnt going to pay for the service that has never happened (refridgerant).
  I dealt with this company twice and both times they tried to upsell me majorly. First time on 10/29/21 I wanted to sign up for a regular service, but after the technician arrived (he was great btw outside of upselling) the list of what we HAD to do was huge and expensive (see notes from the company). So my primary goal of signing up for service was no longer there. I had to call a few friends for advice and all stated that the company was trying to rip me off. It was a promotion so it was free as advertised.Second time same thing. Called for troubleshooting and got pushed into a brand new unit that I didnt need at the time.
  1. We moved so several earlier bills must have not made it. I only attached the latest one, yes, there was at least one previous bill. I was hoping the company would find consciousness for attempting to charge the customer for the service that was not performed.
  2. According to the notes AirExperts attempted to call exactly one time after 7/19/22 and voicemail was setup just fine. Please see other voicemails from November attached.
  3. Completely unrelated as it was a promotion company ran. If there was a charge, it should have been charged immediately.
  4. Addressed above.Technician pushed me into signing saying it was only a proposal and could be cancelled at any time prior to install with no issues.
  5. I will update my ****** reviews to two separate occasions, both problematic with major upselling. Please respond to the signature on the invoice. First review didnt get a response, so I left a second review after continuously trying to get a hold of the company.
  6. I updated ****** review to remove **** and say technician
  Yes, it became an issue while I kept trying to contact the company multiple times. Felt like the lady answering billing phone already knew me by name. Ive been calling both billing and customer service. Last time left voicemails at both. Then went to post another ****** review hoping to get attention to resolve it and then turned to BBB. Now we are at least having a discussion, finally.
  
  Sincerely,
  
  *******************

  

  Business response

  03/06/2023

  Air Experts would like to address some of the points in the rejection response:

  1.October 2021 is irrelevant?  A free service was issued with a free filter.  The filter was in bad shape thus the drain line was backed up and the blower assembly was impacted.  The technician (*****, name is on the invoice) suggested to have the blower wheel cleaned.  You stated that he was great but curious to know if he forced you to sign the invoice.  You state that you called a few friends because you felt you were ripped off.  How does someone that paid nothing, feel ripped off?

  2.  "Fake invoice?"  I would have to assume if we sent you a bill for the new unit you signed for, that would be fake also?  Our vehicle trackers clearly depict our tech was there for each invoice.  

  3.  You state that you moved and must not of received any of the previous bills.  Only when it was stamped for collections if when you received it?  

  4.  "I will update my ****** reviews to two separate occasions, both problematic with major upselling. Please respond to the signature on the invoice. First review didnt get a response, so I left a second review after continuously trying to get a hold of the company."  So it is the same person that left two reviews?  From the previous attachment, it appears as two different ****** accounts.  Another review was added last week, see attached.  If this continues I will seek other methods to stop the multiple reviews, from multiply ****** accounts, for the same situation.  

  To sum it up, I accept the customer paying for $99.00 service fee if the invoice from the other company can be provided.  

   

  Thank you,

  Air Experts

  Customer response

  03/08/2023

   
  Complaint: 19512892
  
  I am rejecting this response because:

  1. 10/29 service was a free promotion the company ran. I wanted regular service, so took the promotion. Your notes say advise customer to replace inside filter, which is exactly what happened. The filter that was installed on 10/29 was actually the one sitting in our utility closet, we had a few spares. The upselling that happened during the call that is not in the notes are the ** lights that were also needed because blower clean would only get us so far and there was another additional upsell that went along with it. The only one I was seriously considering was the blower assembly but with you need this and that adding up to $1,500-ish it sounded like a rip off. Nearly a year and a half later the unit still works without additional spending.
  2. Tech was at the house on 7/18. Invoice was created on 7/22 and was signed by whom? 7/18 tech pushed me into signing not 10/29, he said it was a proposal which I was planning to go with if the second opinion confirmed needing to replace the unit. Tech kept reiterating how it can be cancelled at any time prior to install. Thats the only condition I agreed to sign on. I asked him on the spot what I owed him for coming out and he said Nothing. I always pay service invoice on the spot. Invoice is for refrigerant that wasnt actually added as the tech was planning to replace the unit. Why was he attempting to charge for it? Whos signature is it on the Customer line?
  3. I stated that there was at least one previous bill received.
  4. One review was mine, one was from my husband for two separate upselling instances. Both reviews were posted in an attempt to find resolution. They can be updated/deleted at any time once the issue is resolved. I went ahead and left one review that will be updated upon issue resolution. However, multiple other reviews state the same upselling issues.
  5. Invoice from another company that was provided on the spot and was paid right away is attached. As you can see, another company has fixed the issue for $169. We gave it a day+ to make sure everything works prior to cancelling the new unit. Current unit has worked just fine since 7/19/22 without additional tuning. Did not need to spend $6,500.
  To sum it up,
  A. I should not be charged for the service that was not performed.  
  B. How do you explain the tech refusing to troubleshoot the unit by saying only means are replacement yet charging for the refrigerant he didnt add?
  C. Where did the signature on the 7/22 invoice come from and who signed it?
  D. The unit still works just fine nearly 9 months later did not need to spend $6,500. So is the tech that came to troubleshoot on 7/18 incompetent and I am being charged for his so called service?
  
  Sincerely,
  
  *******************

  Customer response

  03/09/2023

  Dear Air Experts,
  
  Please review my response below.
  
  1.       10/29 service was a free promotion the company ran. I wanted regular service, so took the promotion. Your notes say advise customer to replace inside filter, which is exactly what happened. The filter that was installed on 10/29 was actually left to us by the previous owner. They had multiple spares sitting in the utility closet. The upselling that happened during the call that is not in the notes are the ** lights that were also needed because blower clean would only get us so far and there was another additional upsell that went along with it. The only one I was seriously considering was the blower assembly but with you need this and that adding up to $1,500-ish it sounded like a rip off. Nearly a year and a half later the unit still works without additional spending.
  
  2.       Tech was at the house on 7/18. Invoice was created on 7/22 and was signed by whom? 7/18 tech pushed me into signing not 10/29, he said it was a proposal which I was planning to go with if the second opinion confirmed needing to replace the unit. Tech kept reiterating how it can be cancelled at any time prior to install. Thats the only condition I agreed to sign on. Invoice is for adding refrigerant that wasnt actually added as the tech was planning to replace the unit. Why was he attempting to charge for it?
  
  3.       I stated that there was at least one previous bill received.
  
  4.       One review is mine, one is from my husband for two separate upselling instances. Both reviews were posted in an attempt to find resolution. They can be updated/deleted at any time once the issue is resolved. Happy to do that. However, multiple other reviews state the same upselling issues.
  
  5.       We purged unnecessary documentation during the move, will see if the second companys invoice could be obtained.
  
  To sum it up,
  
  A.      All along Ive been fine with paying $99 as the tech did arrive even though value was beyond questionable. But should not be charged for the service that was not performed.  
  
  B.      How do you explain the tech refusing to troubleshoot the unit by saying only means are replacement yet charging for the refrigerant he didnt add?
  
  C.       Where did the signature on the 7/22 invoice come from and who signed it?
  
  The unit still works just fine nearly 9 months later. So is the tech that came to troubleshoot on 7/18 incompetent and I am being charged for his so called service?

• Initial Complaint

  01/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  5-22-22 Air Exprts sent a tech would had no idea what to do with a zoned heating system I was billed $1410 for a new zone board that did not work when the temp went air condition to heat. This rep wanted me to rip out two other thermostats that controled the zones. I DO NOT TRUST HIS REPLACEMENT OF THE **** BOARD. I HAD ANOTHER COMPANY COME OUT THIS TECH DID NOT EVEN KNOW THIS IS A HEAT PUMP SYSTEM He set up the configuration for an air conditioner I was billed $1410 and the service call was $84.tto tell me this Needless to say I did not like or trust him and never took out the two other room thremostats I have been ripped off and froze for two days over Christmas

  

  Business response

  01/13/2023

  Air Experts would like to apologize for any and all issues you *** have experienced with our services. The following timeline would depict several questions in the reasoning for a refund:
  5/23/22 customer called ****************** for a no air condition service call.
  5/23/22, an Air Experts service tech diagnosed a faulty zone board.
  5/23/22, Air Experts followed up to schedule the replacement with no answer.
  5/24/22 Air Experts followed up to schedule the replacement, a voicemail was left.
  5/25/22 Air Experts followed up to schedule the replacement and was scheduled for 5/27/22.
  5/26/22 Air Experts confirm appointment for 5/27/22
  5/27/22 An Air Experts technician replaced the zone ************* no issues were present when technician left.
  12/12/22 Air Experts office left a voicemail for the routine maintenance.
  12/23/22 Air Experts office attempted to schedule the routine maintenance e and spoke to Mrs.  *******************  She noted that she would call back due to a current leak under the sink they were dealing with.
  12/26/22 Customer called in and stated that the zone board was installed wrong and Air Experts technician didnt know what he was doing.  He called a different company out to fix the issue.
  
  
  Air Experts would like to know why we not giving the opportunity to address any issues that *** of resulted for a part installed 7 months prior.  Why was this not noted on the 12/23/22 call that Air Experts made to set the scheduled maintenance.  On 5/27/22 Air Experts fixed the central heating and air conditioning system and assumed the system was working.  Air Experts made several attempts following back up for verification and schedule the routine maintenance.  Any and all recorded phone calls can be attached per request.

  Customer response

  01/13/2023

   
  Complaint: 18717947
  
  I am rejecting this response because:
  The tech told me to take out the thermostats in the zone heating.    I did not agree and felt he did not know what he was doing and did not want this type of representation back in my house.   For this I called another company and sure enough he was wrong.   What also makes me mad is two weeks of calls and now I get a response thru BBB.    Anther issue he no longer works for air experts.   And by my checking on this company they are poorly rated.     Admit this guy was not good and settle up my claim.   
  Sincerely,
  
  ***************************

  

  Business response

  01/16/2023

  Mr. *********,

    What technician?  The last time an Air Experts technician was at your house was 5/27/22 (see attached).  Please provide an invoice of when we were there in December.  Our phone records depict our office called you several times to set up the routine maintenance.  You reject the response due to you wanting a refund for a part that was installed 7 months ago and has provided air condition during this period?  This other company came out and changed a setting on the zone board and charged you $89.00.  Please provide more information other then this person or that person didn't know what they were doing.  

• Initial Complaint

  08/26/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  The company sent out one technician to install a new 3 1/2 ton air conditioning/heat pump unit on my home. The technician had problems installing it by himself trying to get the unit into position lost control of it and flipped it causing damage to the unit. The unit after installed, inspected by myself but there was no visible outside physical damage but when the unit was started it was found that the blower unit was damaged and had to be reset, during this process The technician did caused damage to the evaporator coil. The technician did not finish the job! after two weeks another technician finished it we found it did not pass inspection and then that had to be corrected! I then found out that I was getting plastic particles and insulation blowing into my house from the ducts! They also destroyed the shroud that goes around the back of the unit. I have called them Several times and sent pictures and emails and at writing I have not gotten a response from them or any help !

  

  Business response

  01/04/2022

  Business Response /* (1000, 5, 2021/09/01) */ Air Experts would like to apologize for any and all issues you have experience with our services. As you stated, your unit had no apparent damage however the fan was adjusted. This being said, we see a handful of new units with this issue, due to the movement. David reached out to on 4/30/2021 the same day the unit was installed and then you returned his phone call on 5/3/2021. At the end of that conversation it was agreed that Air Experts would extend our 1 year labor warranty to 2 years from the date installed and that we would come out to change the breaker. This breaker did not prevent you from having AC. When you state the install was not complete, it needs to be clarified. The only item left was to replace the breaker which was not in stock in any local stores or supply houses. Once we ordered and had the breaker in hand, Air Experts reached out. Once this was done we then set the inspection based on a date you suggested 7/12/2021 where it failed inspection for not having clamps but this did not hinder the operation of the unit in anyway. On the same day, the inspection failed we reached out to you to setup a date to add the clamps. The date was set for 7/15/2021. The inspection was reset for 7/26/2021 and it passed. 7/23/2021 you spoke with Ryan about insulation in your vents, you were asked if you wanted us to send someone out to look at your duct connections at the back of the unit, you said you would send pictures to the same number you did earlier because of time constraints with your wife's medical issues these pictures were never sent. The pictures from earlier were of insulation in the vent and not underneath the shroud cover of the duct connection. The original pictures and text are still saved on the number you sent them to and we can provide the recorded call if needed. You also stated in that you were going to make a new shroud. These words are paraphrased of the ones you spoke on 7/23/2021 and the call recording can be provided if needed. Ryan suggested there may possibly be damage to the duct work under the home which wouldn't be the result from a new unit. 8/26/2021 the same day you wrote the BBB you spoke with Ryan in our office, this is on a recorded call if needed can be provided. You stated that you had sent pictures to an email address which doesn't receive pictures you were then provided with the correct email address to send them to and they've been received. Ryan also asked you if we can send a technician out the next day to evaluate the duct connection and you said that wouldn't work due to medical issues with your wife. Air Experts wants to try and work with you to figure out where exactly the issues lies in your duct work, if it's at the connection we will fix it, if it's further under the home then we will discuss this. The desired resolution is to finish the job and you note you got no response from us. This is not true in anyway and the inspection is closed and completed. Phone recordings clearly depict this. Consumer Response /* (3000, 7, 2021/09/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) Almost everything stated by the company is false, The installation of the air-conditioning unit we started on April 29 by one technician who did not finish the insulation. Even though the air-conditioning part of the unit was running the unit was not leveled out attached to the ground and the electrical wiring was not upgraded has so to finish the job with the circuit breakers and upgraded wiring as required by code. Over a week later another technician came out by himself looked at it said he could not finish it by himself and left another week and a half went by before two technicians came out to finish the installation. When the installers left they did not leave any paperwork with me or have me sign any paperwork and did not give me any copy of the permit that needs to be signed by the Sarasota County inspector. The permit was finally brought to me for the inspector by a technician on June 29 a month later after the installation, the first inspection the unit failed, technician had to come out and fix the problem just a simple clamp do you think they would know these things, Final inspection done on July 26, 2021. The problem with debris coming out of my ducts start in June and I thought to myself OK it's a new installation you might get something coming out! But it didn't stop and it one point it got real Bad , instead of just plastic film flakes which is the lining of the tubing insulation fuzz was also starting to come out and they called the company about this many times and also sent them pictures of what was coming out of my ducts! It was at this point I went from communicating with David in their office and got to talk to Ryan who I think is the owner. He tried to brush me off and say oh no you probably have some mice or something else eating at your duct tubing and causing this? He asked me to take pictures of the tubing areas which I did and found out what a unprofessional job was done attaching the tubing and also the shroud that goes around the air conditioner to protect the tubing from the weather was cut in pieces and virtually made useless. Unless the tubing is pulled off the unit and looked inside to see what damage they did I may have this problem forever I just don't know. All I am asking this company is to come out Pull the unit check the tubing and replace the shroud around the back that protects the tubing with a new piece. Please remember I have been very fair with this company from the very start, the day they sent in one technician to install this unit when it required two men and then the technician damage the unit I should've told him to throw it back onto the truck and go get me a new one but I didn't I tried to work with them and this is what I get for trying to be a good customer! I am refusing final payment to them for the fear that if they get paid off I will never see them fix these current problems or any other problems that might arise since I don't know if damage was caused Will not show itself for a year or two, this is why they gave me a two year on the labor agreement ! this is why I submitted my complaint to the Better Business Bureau Consumer Response /* (3000, 12, 2021/09/09) */ From: ****** ********** <*******@aol.com> Date: July 12, 2021 at 9:01:13 AM EDT To: David <******@airexpertstoday.com> Subject: Re: AIR EXPERTS LABOR WARRANTY David I sent you this email on July 1 at writing I have not gotten a response from your office, as you may or probably should know a inspection was done on the unit and it failed! Please get back to me and let me know what the plan of action is either by email or have your office call me, thank you ****** *********** Sent from my iPhone On Jul 1, 2021, at 1:32 PM, ****** ********** <*******@aol.com> wrote: David thank you for getting this email to me and I'm sorry I haven't got back sooner, my wife had a medical emergency and I have been dealing with that for over a week Even though you sent me an Email stating the extended labor warranty , what I want from your company is an actual bill of sale for this unit. I want that bill of sale to have stated on it the type of unit installed, date of installation, total cost for installation and also that the unit was damaged during installation by the technician and because of this fact labor warranty is extended for two years. You could either mail me this and I will sign it and mail it back with Final payment and or have one of your men stop by the house and we can take care of it that way. You know even the technician who just here on 6/29 To finally drop off the permit for the inspection and to check out the vibration that I seen on the unit ,also found other problems with the installation with regards to the vibration isolation pads ? ****** ********** Sent from my iPhone On Jun 22, 2021, at 1:25 PM, David <******@airexpertstoday.com> wrote: Good Afternoon, This email serves as proof that you Labor Warranty is extended 2 years from the time of installation. 5/10/2021 - 5/10/2023 Thank you, David L Consumer Response /* (3000, 13, 2021/09/09) */ I sent this one out today Wednesday, September 8, at writing no call no email response? Sent from my iPhone Begin forwarded message: From: ****** ********** <*******@aol.com> Date: September 8, 2021 at 2:40:45 PM EDT To: *****@airexpertstoday.com Subject: Response to my email? As requested Ryan I sent you the pictures do your email address and a writing I have not heard a response from you, you offered to me while we were on the phone last time they have a tech come over but it did not work out because of medical issues with my wife that I had to take care of. So now that you have the pictures and you seen what's going on with all the plastic and insulation blowing out my ducts and also the back shroud that your technician cut in half which I want a new one installed, when is this going to happen? Please contact me and let me know when we can schedule this work so we can put this to bed and I can make final payment to your company, Steve *********** Consumer Response /* (3000, 14, 2021/09/09) */ From: ****** ********** <*******@aol.com> Date: August 27, 2021 at 10:55:42 AM EDT To: *****@airexpertstoday.com Subject: Fwd: Photos for Ryan please forward Let's try this again Sent from my iPhone Begin forwarded message: From: ****** ********** <*******@aol.com> Date: August 1, 2021 at 3:36:43 PM EDT To: AirExperts <*******@airexpertstoday.com> Cc: ****** ********** <*******@aol.com> Subject: Photos for Ryan please forward Ryan please find Attached photos as requested, please contact me with any questions and also what can be done with problem? Consumer Response /* (3000, 15, 2021/09/09) */ From: ****** ********** <*******@aol.com> Date: August 16, 2021 at 12:43:52 PM EDT To: AirExperts <*******@airexpertstoday.com> Subject: Photos for Ryan please forward This is my third email and I have called the office twice asking for a response from Ryan with regards to the photos I sent (at his request!) and at writing I have neither gotten a call back or anything in writing to me! I have reached the end of my rope! I owe you a balance on this unit so you think I would get some cooperation from your office but I have not gotten any. As I have shown in the pictures that I sent to Ryan some of the problems and one of them was that the technician cut my back shroud that goes around the unit to protect the tubing and cut it in half, destroying it! I want $100 taken off the total bill because now I have to go get a new one! I will be contacting the Better Business Bureau with regards to the service that your company gives its customers. Steve ********** Sent from my iPhone Begin forwarded message: From: ****** ********** <*******@aol.com> Date: August 5, 2021 at 3:01:22 PM EDT To: AirExperts <*******@airexpertstoday.com> Subject: Fwd: Photos for Ryan please forward Did you forward this email to Ryan, at writing I have not gotten a response? Sent from my iPhone Begin forwarded message: From: ****** ********** <*******@aol.com> Date: August 1, 2021 at 3:36:43 PM EDT To: AirExperts <*******@airexpertstoday.com> Cc: ****** ********** <*******@aol.com> Subject: Photos for Ryan please forward Ryan please find Attached photos as requested, please contact me with any questions and also what can be done with problem? Business Response /* (4000, 26, 2021/12/13) */ Air Experts has made several visits in early November in regards to this issue. The inspection has passed, customer has paid balance on the unit, and as far as we know the customer is happy. Please contact us if the customer has any more concerns or questions.

*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. ↩