ComplaintsforAA Service Co. Heating, Cooling & Plumbing

• Initial Complaint

  06/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 6/26/23 we reached out to Unique Indoor Comfort Heating and Cooling since our ** unit was out. Upon placing the call, we learned that Unique was bought out by AA Heating and Cooling. We've had a service agreement with Unique (now AA) for many years; ours was up-to-date and AA said they would honor it. When the technician arrived, he spent ten minutes or so with the ** unit. When he discussed things with me, he said he could charge freon to the machine, but he discouraged it, saying it likely would not work. Instead, he noted the ** unit and the furnace--which he did not check or run any diagnostics on--needed to be replaced entirely. He quoted me a price of $12,967.18 and said that this price would only be valid until that evening. It was 4:15. I noted that I'd have to discuss it with my husband but he reminded me that "the ticket is only open for today" and he was charging me $120 for the service call. I am a woman who walks with a ****** and cane, which were both clearly visible in my kitchen as we talked, and I quickly felt ill at ease: To have a service call turn into a potential $13,000 expenditure with pressure tactics was intimidating. Given the service records (included here) that Unique (now AA) recorded on the furnace/** unit, and given that the service technician hadn't done any diagnostics on the furnace to warrant a replacement, there was something sinister about the call. The records indicate both units had been serviced and cared for in the past. No technician who worked on them indicated two new units would need to be purchased so suddenly. Fast forward to today . . . I am sitting in my comfortable air conditioned home after using a different company. They did the following work for $400: charged freon; condenser service valves tightened; coil line set valve tighten; clean condenser coil guard; unclogged drain line. For the shoddy business practices on AA's part, I would like the $120 for the service call refunded to me.

  

  Business response

  07/28/2023

  Good morning ************,

   

  ************** AJ had gone out on 6/26/2023 and observed that ************************ system was not operating due to being low on its refrigeration charge.  This was determined during our standard diagnostics process.  Her system is from 2009 and uses R22 freon which was phased out in 2020. The cost for an R22 recharge is a lot higher now due to there being a limited supply of this refrigerant, plus the *** has recommendations for how to handle any system that has a leak, and we do follow those recommendations.   Whenever we have a system with a refrigeration leak, we have to outline a component replacement with any options for temporary repair, as the *** highly discourages the filling of any refrigeration system with a leak on a recurring basis.  Once a unit is leaking, it's not a matter of if it should be replaced, but when, and we highly discourage the regular recharging of these systems, as it goes against good practices.  Refrigeration in the atmosphere is a large contributor to many of the greenhouse affects that are so prevalent in the news, so minimizing those gas leaks is important.   In the case of a leaking refrigeration system, we always provide a quote for complete replacement, as well as any possible quote for repair (albeit a temporary repair because you cant patch the leak in these systems you need to replace the unit(s) to make a proper repair).   Our technician did follow our set procedures and best practices with the way he handled things for the customer.   We cannot speak to the tone or measure of our technician's presentation to the homeowner.   Our technician AJ can be factual and to the point, and that can come off as something else in some cases, but we have a strict policy against pressure sales, and our goal is to always create an informed customer who can make an informed decision.   We very often do have special prices that get put in place for a day, that do expire at the end of the day, this is a very typical practice in our industry.   When the next days installation schedule has holes in it, we very often make special offers to our customers to fill those next day openings.  This practice provides a benefit to both the customers and our team members who are kept working when these scenarios arise, and the customer who benefits from a special price.  

   

  ************************ does have a service contract that should have covered the cost of this visit at no charge.   She should not have been charged for the diagnostics, but a human error was made that caused her to be charged.  At no time did ************************ ever reach out to us to explain the oversight by our team, her concerns with her experience, or otherwise attempt to make us aware of the situations she has written to you about.   We would have quickly made the correction and explained any and all of the above points to her, had we been given the opportunity.  We will be issuing her a refund for the $120 as requested and we apologize for the oversight on our part. Below are screenshots of the invoice from our service call on 6/26, as well as the estimates provided to ************************ while on site. AJ, as well as AA Service *** did not mean for any ill intent with our recommendations, and we apologize for the oversight in our billing to her and will make sure we issue the refund immediately. 

  

   

   

  

  Best regards,

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

  Lead Dispatcher

   

  AA Service Company

  550 ********************

  **********, ** 60062

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

  Direct :  ************

  Office:   ************

  

  Customer response

  07/28/2023

   
  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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