ComplaintsforAirforce Heating & Air

• Initial Complaint

  07/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In March of this year I purchased a maintenance package from the company to service my HVAC. On the first service, I was low on 3 pounds of freon. System was charged and working. Approximately 4 weeks, later the system quit working, due to no freon. I asked to have a sales representative come out for a new system. Salesperson came and we agreed on work to be performed. Due to communication issues, internally in the company, and the salesperson not doing the estimate correctly, installers had to come out 3 times to complete work. Owner of the company had to come out to authorize new ductwork, as that was what was agreed upon by the salesman and I , but sales did not include it in the estimate. I did not receive the estimate until 4 days after the first attempt at the install from the sales manager. The system has not performed as expected. I have had 3 service calls since the final attempt of installation, and I feel that the technicians are just throwing parts at the system in hopes they get lucky. When the first service call was done after the install, it was 1 pound low on freon. I have legitimate concerns on possible early wear and tear on the system. The temperature in the house is unequal by 8 degrees from one side of the house to the other (according to the last service technician). I never received a resolution, (I was told I would have one the next day, a Friday) and had to call back in 2 business days later to get one, the following Tuesday. The owner of the company, called back after I had to leave a message, and stated that he would approve, at no cost, an addition return to be placed in my living room to help equal out the temperature. The owner stated that he would get with the scheduling coordinator and she would contact me in within 2 days. Today is Friday, ********* and I had to call back and speak with the scheduling coordinator. She knew nothing of this and stated she would call me back later today. I have received no call.

  Business response

  08/24/2022

  Business Response /* (1000, 8, 2022/08/05) */ This customer signed an agreement stating that we were going to adapt back to the existing duct work. AFTER the work was performed he came back and said that he did not agree to it although it clearly stated in the estimate that he signed that we would. As a show of good faith, we went back out there and installed all new duct work anyway, costing us thousands of dollars in labor and material. The customer continued to be dissatisfied despite our over the top efforts to keep this customer happy. I am happy to provide a copy of the signed estimate, however I can not figure out how to upload from this portal. Consumer Response /* (3000, 11, 2022/08/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) Luke, your salesperson, rushed through the estimate. When I asked to see the estimate, he submitted the estimated. When I asked several times for a copy, he refused to take my email to send a copy. When I called him back the next day, he reassured me that the new ductwork was included. I did not receive a copy of the estimate until 4 days after the install. I have had issues with the system that YOUR COMPANY designed . I have been told by everyone that I have been in contact with that you would make it right. If it is right, how come I receive error messages on my phone and thermostat, that the system is not working properly. I even offered swveral times to help pay for part of the ductwork, in which Inrecieved an answer of "No" from everyone including the owner. Now your techs are wanting to add an additional return in my living room to " help balance the system." What if that doesn't work? Are we still going to keep throwing parts at it, costimg me time? I see you refused to address the system being low on freon also. What about that? How is that explained? There is no reason to be loosing a pound of freon in that amount of time unless it was undercharged or there's a leak. I will admit that your company has worked hard to resolve my issues, and made efforts, at times. Like I have stated before itnis the lack of communication that is the main concern. In between the company and I and internally at your company. It shouldn't take 2 to 3 return trips to complete an install. If you are going to file a response, please make an attempt to address all the issues I stated, not just one of them. Consumer Response Resolved

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