ComplaintsforAirco Comfort Solutions

• Initial Complaint

  05/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Have used Airco for several years..the person *** was my contact person who took care of my air conditioner needs//signed up for the svc twice a year//*** retired//since my service has not been good...earlier when time to get a svc call..person they sent was new..he proceeded to tell me that my a/c needed cleaning..thought that was included with the svc call agreement//said it was dirty and wanted to charge me ******* to clean...that to me was a red flag...since I have been patronizing Airco for several years and no one said anything about a cleaning. Next recently I have had a a/c leak//called them for them to come out//it as told to me earlier they only have like 5 techs to sve clients//however I told receptionist it was an emergeny and need them to try to come//she stated would call mgr and get back to me//no one called me//I have since purchased a new a/c from someone else...since I could not get a call back...Why would I patronize you when you won't or call to give me a courtesy even if you could not help me. They lost out on a purchase of a new air conditioner..I want the remainder of the money that I spent for the svc call...ASAP....will never do business or refer this company to anyone.

  

  Business response

  05/17/2023

  ********************************************** contacted our company on 5/15/2023. She stated she was having some issues with water leaking. Due to increasing temperatures and high call volume, our first available appointment was 5/17/2023. Our Dispatcher told the customer she would call her back if we could get her any earlier.She was put on the schedule for 5/17/2023 for between 10am-2pm. Before hanging up with the customer, we were confident that the customer was on the same page.On 5/16/2023 the customer called ** back hysterical wanting to cancel her appointment that was scheduled for Wednesday. She told ** she had another company come out and she would no longer need **. She demanded we give her a refund for half of her service agreement that she paid for back in the fall. We told the customer we would send her a refund for
  the remaining amount.  We only refunded her half of the service agreement amount because she already had one fall service done as a part of the agreement. A check was issued immediately and put in the mail to her, as requested.
  
  This is the start of our busy season with the temperatures rising. We pride ourselves on taking care of our customers, however, we were at full capacity when *********************************** called. We would have continued to watch for any cancellations and would have taken care of her earlier than her scheduled appointment, if a time slot had opened. We do put our Service Agreement customer as a priority over 1st time or non Service Agreement Customers, however, on this particular day, many customers had called and scheduled before *********************************** called. We were at maximum capacity to meet our customers needs and allow time for our technicians to provide quality service to the scheduled customers.
  
  Air Comfort Solutions dba Airco has performed 1 prior seasonal tune-up on 04/03/2015, at *************** South for *********************************** before she signed up for our Service Agreement Plan on 11/07/22 at that time we provided her ******************** There have also been 6 service calls since 04/03/2015 to the home for A/C or Heating repairs.
  
  Our service agreement consists of 2 visits per year, one visit in the Fall/Winter season and one visit in the Spring/Summer season. We do clean the outdoor unit as part of the contract in the Spring/Summer season. According to our Service Agreement contract (see attached), there are a couple of services that are an additional charge such as cleaning the blower assembly and the evaporator coil which is stated in our service agreement pamphlet. According to our records, during the visit on 11/07/2022, it was recommended that the blower motor housing need to be cleaned at an additional charge of $350.00, our technician documented that on the paperwork given to the customer (see attached). We can find no documentation of a $1,000.00 charge being quoted.
  
  We apologize that we could not meet her expectations of immediate service, calls were scheduled in the order they came in with prioritizing the service agreement customers. All emergency customers were also prioritized over just basic service such as tune ***
  or service agreement visits.
  
  We feel we were doing our very best to get everyone that called scheduled as soon as possible.
  
  Air Comfort Solutions dba Airco

  Customer response

  05/17/2023

   
  Complaint: 20065662
  
  I am rejecting this response because:Never have I received a call back from a mgr stating that a refund was going to be sent.  Totally  disregarded fact that he would not clean a/c and wanted to charge 1000.00.  Not and true and honest answer.  Ok..I just want a partial refund and will never call or recommend them again.  Never have I been hysterical..concerned about a leak but not hysterical.  Not a honest answer or company. 

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

  

  Business response

  05/18/2023

  After the visit on 11/07/2022, we sent an invoice from that visit to her email which stated the amount of the recommended blower motor housing cleaning. It shows the quote given was $350.00. We have no documents in her file showing a $1,000.00 cleaning quote.
  
  When responding to the original complaint, we attached a copy of that invoice from the Fall/Winter visit, that shows the quote for cleaning the
  blower motor housing was for $350.00. We also attached a copy of the Service Agreement Pamphlet that shows that is an extra charge. Please see those scanned documents (both have been attached again).
  
  We clean the outdoor unit as part of the Spring/Summer visit and *********************************** has not had that visit since she just signed up in November. However, the blower motor housing is not part of the Service Agreement.
  
  The Customer was upset & frustrated which in turn upset the dispatcher. The Dispatcher understood that she wanted a refund not a call. The refund was immediately processed and mailed same day.
  
  We are a small family owned business that is honest and trust worthy. It seems that the communication between the 2 parties is the problem and for that we apologize,if our technicians did not explain the service agreement thoroughly to ********************************** and if the dispatcher misunderstood that she wanted to be called by a manager. Both issues seem to be misunderstandings on both sides.
  
  
  Again, a refund was requested and was given immediately as the customer asked.      
  Check #***** for $74.50 (half of the contract) was mailed 05/16/23.      

  Customer response

  05/19/2023

   
  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,
  
  *************************

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