ComplaintsforUltimate Heating & Air Inc

• Initial Complaint

  08/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On July 14, 2023, one of your technicians was call to investigate why our A/C unit, which was installed in our house by your company, was not keeping the house cool. It was underperforming beyond what you had outlined in the information for the A/C unit you left with us.The tech did a diagnostic and told us we had a small leak that he could not repair or find in the unit and he would fill up our refrigerant up to the standard level for $700. He then did the, "oh but if you get a service plan with Ultimate it will only cost you $300..." I was travelling at the time and I was following the situation. My wife and I reluctantly agreed to get the plan because we wanted our unit to work as it was designed and I was worried that during the hottest time in the Summer it would stop blowing cold air. Later that day, I called a tech I have used before from another company and he explain it is a scam because if there was a leak, he should have fixed it, because the refrigerant will leak out again over time. Six of our neighbors had the same A/C unit installed by Ultimate and they all had to have refrigerant put in their brand new or year old units. This is not industry standard for a new unit. If anyone buys a new A//C unit, they don't have to make another call to get it filled with refrigerant. I don't feel like I can trust this company for the two maintenance services we get with the plan, so I left a review on their ****** page and also have emailed them twice and left a message to call me back so we can settle this.I will reluctantly pay for the service charge if I have to for the tech coming out and putting refrigerant in our unit but I want the remainder of the service contract fee refunded as we feel taken advantage of.The service charge was $99 and the service plan was $308. The invoice estimate was ******** and the Job # is ********. I have copies of all the documents and payment (by check because "they don't take credit cards" according to the tech).

  

  Business response

  09/19/2023

  The below customer was frustrated with the discount we offered and how we went about the situation. We have since resolved this with him and he concluded that he would be removing the review. He seemed understanding and happy with the outcome of the matter after wards. 
  
  I apologize for the delay as I believed this matter to be settled.
  

  
  

  Customer response

  09/19/2023

   
  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,
  
  *********************

• Initial Complaint

  08/19/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Beginning 2/15/2021 We had an issue with the heat in our building. We are signed up this company to change all of our filters on a rotating schedule that is automatic, however our panel upstairs only shows they have replaced the filters once in 2021 and never in 2020. The company came out about 5 times between February and June 2021 trying to fix the issue we were having. They told us our Dr. was the issue because he would mess with the temperature. They also blamed our staff and they said they recommend putting on thermastat ******* that are kept locked. So they charged us to put those on and then the issue never changed. I have texts as well as emails showing how many times we had the same issue over and over and finally one of our compressors went out in one of our units. We were told but their technician it was working too hard since the other one was down therefore it caused it to blow the unit. We paid $2911.00 the following day for a new compressor.

  

  Business response

  09/09/2021

  Maintenance plan was in effect from 03/23/2017 - 06/30/21.  We have all the records showing that we were there 4 times per year.  Changing filters EVERY THREE MONTHS, as the contract states.  I am not sure why she would think differently as they get copies of every invoice.  I am happy to upload if you need.

  All of March there was temperature issues, we went out there 5 different times.  Thermostats would be different every time we went.  There was no charge for our company to come out and work with them this entire month.  Lockboxes recommended to keep the temperatures from being changed.

  April went by - we heard nothing

  May- called in with same problem, just "her" room hot.  Emailed us after call and said problem not fixed.  Lockboxes for thermostats finally approved in May and installed which seems to have ended temperature issues.  Billed $396.00 on 05/25/2021 (still not paid, attached) 

  Air flow issues - we could never satisfy her.  Didn't have problems any where else.  Advised her to add blinds to room that was extremely HOT as this was a RECORD TEMPERATURE SUMMER and every thing helps.

  June- Called in with a no AC issue.  We dispatched right away- found both AC's were down.  The dual capacitors in both AC's failed and the compressor in one AC failed.  Were able to get one AC running that day and installed the compressor for the other AC  the next day.  The compressor seized up which is a mechanical failure especially when the temperatures were above 100 for numerous weeks (attached).  This compressor is not the only one that failed this year.

  July- Called again for a no AC issue on what she thought was the same unit we changed compressor but it was another unit.  Found electrical disconnect failed.  Unrelated to anything else and not a part of this equipment.  They approved repairs for new disconnect for $266.00 and requested start assist kits for both units at $376.00.  Work approved and completed shortly after (and still not paid, attached) 

  The temperature/ventilation problems are not related.  They are two separate issues.   

  The complaint about the compressor failing because one was working harder than the other is unfounded.  A compressor will only do what it can do.  It will not "overwork" itself.  Its rated for a specific capacity and will only operate at that capacity regardless of the load.  The capacitors were out on both units at the same time as this is very common in extreme heat. 75% of our summer calls are bad capacitors.  The compressor failing in one has nothing to do with the other one.  

  This is an unfortunate situation for both sides.  We felt like we answered every call, every email and every complaint as quickly and professionally as possible. She was rude to my office staff, dispatcher or anyone that answered the phone. 

  It wasn't until "she" threatened us with a lawsuit back in June that made us take a second look at our professional relationship.  When she "threatened" us again in August along with the unpaid invoices was when management/owners decided it was best to cut ties.   

  There is an outstanding balance of $1221.00 of authorized and approved work that still needs paid.

   

   

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