ComplaintsforA & R Complete Service Corp

• Initial Complaint

  08/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We filed a home warranty claim due to a severe leak in our bedroom ceiling on 07/31. On 08/02 A&R Complete Services sent a plumber out and after we explained what was going on, he declined to climb into the attic to confirm the issue and instead stated that it was an HV** issue and the company would send out an HV** tech the next day instead. On 08/03 the tech came out and confirmed the issue was a *** pipe connected to the ** condenser was disconnected. The technician indicated that he would need to get approval from the warranty company prior to beginning repairs and confirmed that this would be a covered repair so he will be back in a few days to fix it. My husband asked how much it would be if we just paid out of pocket to fix it now and the technician said that he would need to cut out the old pipes and replace them so it would be $400, so we decided to wait on the warranty company. Later we received a call from the warranty company indicating that they were denying our claim as the tech had told them that this issue was not due to normal wear and tear and could have only resulted from someone manually pulling the pipe out of the elbow joint. This pipe is in our second story attic, so he was intimating that we had climbed into our attic during the ***** summer, crawled 10ft to this pipe and jimmied it out of the elbow joint in order to cause a leak that resulted in what is now a 3x5 hole in our ceiling.Our warranty company stated that we have no recourse other than paying out of pocket the estimated price that the technician had provided them, which was now $649.We have since contacted another licensed HV** company who stated the *** pipe just needs to be fitted back into the elbow joint, re-primed and re-glued as it looks like the glue and primer has failed. This is apparently not uncommon in the **************** due to the extreme heat and homes being built suspended, which causes pipes to shift and places increased pressure on the joints.

  Business response

  08/07/2023

  Yes, we did report to the home warranty. It was not normal wear and tear pipes. Do not pull out of glued fittings normally, we would let the home warranty know that the pipe did not have enough length, and it was constantly being polled, which is why it came out there for more PVC pipe needs to be added and glued. We cant control if they covered or not we just gave her diagnosis. The technician did tell the customer could be anywhere between four and $600 for the repair went on site. The deductible was paid to the home warranty not to us. Therefore its not for us to refund and I think its ludicrous to request us to pay your water damage when we had nothing to do with the failure. All we did was diagnosed how it happened and report to the home warranty. The customer was more than welcome to get a second opinion by the same home warranty. If thats the chose to do they chose to go outside of the home warranty and get another opinion that would be their choice to do! at this time, we are not excepting any responsibility for the failure of the pipe being that we didnt install it or excepting responsibility for the damage that it caused because we didnt install it. All we did was diagnose it and they couldve asked for a second opinion from the home warranty if they chose they have that right!

• Initial Complaint

  07/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The ac unit doesn't work, I have been waiting for ac part for over a month. I have no ac at all.

  Business response

  07/05/2023

  We understand its hot, and that the central AC is not working the evaporator coil has a leak in it under manufacture warranty, and first company is behind on their manufacturing I pulled strings and had a rush. We probably have a week left before it arrives to us and until then we did provide the customer with a portable AC unit. Theres nothing we can do at this point being that its under manufacture warranty, and it has to come from the manufacture. They literally made this coil to order.

  Customer response

  07/09/2023

   
  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

  05/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  A & R complete services came out to my home in the area of ***** and said my compressor was bad after his visit. BUT before my visit with this technician it worked fine! He said I needed a new compressor for my kids room or some Freon added. Which they charge $100 dollars for per pound. Ridiculous! I called the office that same day and told them that when the technician left I heard a sounds coming from my compressor and there was a leak! They put me on hold it came back and said the technician mightve gotten his whole stuck on it which is complete BS!!! he was trying to falsely charge me to get my AC low on Freon so I can pay this company. Its a complete scam and theyre technicians. Dont know anything they just like to steal your money. Try to stay away from this place. BBB needs to investigate this so called company.

  Business response

  06/07/2023

  It was not a false diagnoses and we were not just trying to charge for refrigerant , when you have a bad compressor you need to put new refrigerant in the system and thats why you put in a service call from the start because it was not working your issue was the compressor the service core did get stuck when he disconnected his hoses so we sent him back to correct that, that was noise you heard but new refrigerant is a must with a new compressor the old refrigerant is no good anymore when a compressor goes bad we cant reuse it I am sorry you are upset your warranty company does not cover all the cost for refrigerant but thats between you as Ahs that is what your contract states we cant control that!

• Initial Complaint

  05/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In following up on an A/C tuneup recommendation by A&R, I requested service through American Home Shield for A&R to replace two failing capacitors. I expected this 5/14/23 job to be simple and routine, but the technician arriving told me that he couldn't do it because my two-storey condo building doesn't have a "man ladder" to access the rooftop A/C unit. This was the first that I had ever heard of any HVAC technician declining to do work because of the absence of such a ladder. The 300-unit condo complex is about 60 years old, and undoubtedly hundreds, if not thousands, of tuneups, services, and repairs were performed on these units over the decades, including by A&R itself. Some of *****'s best known HVAC companies have come and seemingly unhesitatingly done work on these units using their own ladders to access the units. For example, ****** did my tuneup last year with no problem. Now, all of a sudden, this ladder issue is considered an accessibility issue for which A&R declines to refund my $125 service fee. Therefore, I received nothing of value for this fee. The dispatcher certainly didn't ask me about this ladder beforehand, which would have saved me from wasting $125. My understanding from speaking with A&R employees is that A&R technicians are familiar with these condos, so I also hope to save possibly my own unsuspecting neighbors from a similar loss.

  Business response

  05/17/2023

  We can not refund their service fee due to the fact they paid the home warranty the service fee not ** we billed the home warranty a trip charge for showing up but for them to get their money back is between the cust and the home warranty and yes if a property is a multi family home it is home warranty and our comm pay policy to have a man ladder attached to the building we can put our ladder against for safety reasons in the past it was not a requirement but the last few years that procedure has been in place I am sorry for any Inconvenience this may cause!

  Customer response

  05/18/2023

   
  Complaint: 20072099
  
  I am rejecting this response because:

  *** probably doesn't want to refund me because A&R charged it the trip charge for a completely unnecessary trip. The *** representative also told me that A&R "diagnosed" that I don't have the "man ladder," and receiving this worthless diagnosis seems to be the main excuse for *** not to refund me. If the A&R dispatcher had asked, I could have told her that none of our buildings have a "man ladder." And why would I even think that this ladder issue would be considered an accessibility issue when A&R did the tuneup just five days before without any problem? I was simply following up on the recommendation made during this tuneup when I was blindsided by the sudden requirement for a "man ladder." I specifically requested the same technician for the follow-up visit because I like him and especially because he said that he is familiar with our condo complex. The dispatcher assigned me someone else and told me that he is also familiar with our condos. All your technicians don't seem to be on the same page, which was exactly what I was afraid of when I was assigned someone different. 

  
  Sincerely,
  
  ***********************

  Business response

  05/19/2023

  I cant look up any info without an address in my system I apologize but it should have been the same tech who did maint that came for service if we did a maint a week before but all my guys should know we dont go on multi family homes with no man ladder and if you did get a tech that went up you did get your maint done at least what should have happened was at time of tune up we should have said we cant go up and you still would have Been charged by Ahs for the tune up because we would have charged the trip charge then too I am sorry you dont agree with ** charging a trip charge but we do not have the power to refund you what you paid Ahs and I will be reminding all my techs again man ladder is required!

• Initial Complaint

  12/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I Called AHS, American home shield to fix my heat and paid them $125,. I'm a disabled retired ****** barely making ends meet. They sent A & R.shad an employee of A & * went up into the attic for 5 minutes w/ NO Tools in late August to fix the heat before it got cold roughly 3 weeks later as he didnt feel like working in the attic heat at the time and said "It was fine". "Total Criminal Liar", it was not fine. He even lied and said the Heat wasnt even on the list when he got there to fix it (Which it Was!!) . I Obviously complained to **** the owner at A&R.3 weeks later another employee **** came out and quickly put some switch in, the heat worked for 1 week then went out again. This was just past some Arbitrary 30 day warranty now by 1 week and the owner **** said we were basically Sh** Out Of Luck very rude !!!. ******90 warranty is even wtitten on the Receipt***** it's only been 5 weeks and they just don't care and will not stand behind their work!!! I Just called AHS again and had to pay another $125 for a "3rd person" different company to come out now again for the SAME THING that should have been fixed correctly the 1st time!!! Criminal Incompetence!!I'm currently sitting in a 58 degree house surrounded by broken mini heaters because **** the owner of A&R couldnt do the right thing for a crippled senior citizen military veteran even to make sure "their" work was done correctly as good faith just to come out again!!!Horrible service and a complete lack of basic competence and compassion...

  Business response

  12/03/2022

  We replaced an igniter moths ago and it worked fine after repair customer is mad that the home warranty recall period is only 30 days and wants us to cow out for free ti save them from paying service fee again but we cant control that we were contracted through ahs and in order to go back out we would need another wo if the customer does not want to pay another ********************** fee to ahs then they wont send us another wo but this repair was through ahs so we would require another wo cant get around that! And after repair customers heater was working more than likely its a different issue!

  Customer response

  12/08/2022

   
  Complaint: 18512002
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************

  Please take note carefully: ***** with A&R came to our house to fix the A/C and Heat on 9-27-22 it was still hot and after A/C fix and he did not want to go in the attic to work on the heat and said the heater was not on the list, which it was, he Lied. He went in the attic with no tools for 3 minutes and said "it was fine". He Bold faced lied again, it was not working!!!. He said to try the heat later it will be fine. Before the 30 day warranty was up we called A&R again to have them come back out. **** put in a Pilot ignition Module which was NOT the problem. The heat only worked for a week but was still hot out so did not use it right away. Now that it's cold the heat does not work again and they would not come back out!!! even though the receipt clearly states 90 day warranty and had only been 5 weeks.

  We had to pay another $125 to have a 3RD company come out and tell us it was the Fan Control Swith that was faulty and NOT the pilot ignition switch that was replaced.

  The injustice here was that had ***** diagnosed this PROPERLY THE FIRST TIME TO ACTUALLY ATTEMPT TO FIX IT WITHOUT LYING SAYING NOTHING WAS WRONG ALONG WITH **** THE SECOND TIME DIAGNOSING IT PROPERLY WE WOULDNT BE  IN THIS POSITION IN THE FIRST PLACE.

  We are seeking our original $125 back as for total "Bad Fairh" and TOTAL dereliction of their proper Duties or we will proceed with small claims court and other legal Avenues

  It's sad this company has North of 10 complaints already on file and I can now see its for a good reason.

  I am a retired military disabled veteran and have been sitting in a 59 degree house for more than a week now..

  Thank you

   

   

  Business response

  12/09/2022

  Once again I am sorry you dont agree however we were sent through your home warranty you had a bad igniter it would not ignite , we replaced your igniter and it worked you have a 20 year old system we cant control something else broke after the igniter when we talked you said it has to be the igniter again no way my system has another failure now you are saying it was a different failure thats why home warranty only gives you 30 days recall period for different issues you must go through them we cant come out directly for free if we were contracted through Ahs we fixed the problem you had at that time now you have a different issue with unit!

• Initial Complaint

  10/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Memorial day weekend, my A/C unit broke. I called American Home Shield and got assigned a tech from A&R and he came out and found out the compressor grounded out. Three weeks later the part comes in and they repair it with an out of pocket cost of $1200 for service and refrigerant. Jump to mid October, we are getting ready for non-ac weather and the compressor shorts out again. I get assigned the same company and they want to charge me $1000 dollars to fix it again, claiming its for refrigerant again. My argument is the compressor/repair should have lasted more than three/four months and I shouldn't be responsible for the refrigerant. I've done some back and forth with AHS and The ** company and I'm not sure where to go, The compressor is under warranty

  Business response

  11/30/2022

  We can not control a compressor shorting out , it does not mean it wasnt installed correctly it means the compressor supplied by the home warranty company was defective and it is under manufacture warranty however when a compressor is grounded the refrigerant is no longer good and needs to be recovered and disposed of and new refrigerant needs to be installed and the contract that is between the customer and the home warranty only covered $10 per lb per occurrence so unfortunately the cost of refrigerant is going to be involved with the second compressor thats a conversation for the customer and the home warranty to have but as a contractor we have to collect for that refrigerant the job is warrantied through the home warranty company not us when work is provided through them.

• Initial Complaint

  08/12/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On July 26, a service request was put to A&R Complete Service Corp from ******************** Warranty. Am appointment was made for someone to come check my A/C on July 29. I live in Las Vegas where temps are easily 100+ and have two animals. I had plans to be out of town so my mom stayed for the appointment on Friday. Jeremiah from A&R comes and my A/C frozen. He needs to let it defrost. Before he even gives it a chance to defrost he asks my mom, "You don't want to replace it?" She tells him, "Can you please do your best to fix it?" He leaves and comes back to check out the unit. When he was done assessing the unit he calls me(my mother and father are listening as well) and tells me that there is a leak and my warranty covers repair but not all the Freon and it would cost me $1,100. He told me I should replace it because once there is a leak it will leak again and A/C's only last about 12 years. Mine was 20 years old would break soon anyway. He then pressured me to buy an A/C right then. He told me he could finance me TODAY and it would cost about $131 a month for an A/C that cost $11,000. I told him I wasn't even at my house and I would make that kind of financial decision when I got back. When we hung up he even tried asking my mom and she told him its her decision its her daughters(me). I get back(July31). I didn't have an update from ***. I call *** and asked them if they replace A/C units and they said yes depends on the diagnostics of the contractor. This is Tuesday, August 16, 4 days after Jeremiah came, and there was still wasn't a diagnostics sent from him. He was waiting to get an answer for me hoping to get commission on the side. He finally gives *** the diagnostics two days later. The only thing he reported was a leak and I needed coolant but not a word about replacing my A/C unit! Now *** refuses to do the proper job because of Jeremiah and this company. They tried to take advantage of that me and my mother were women instead of going through warranty.

  Business response

  09/07/2022

  Business Response /* (1000, 5, 2022/08/15) */ We don't give diagnoses unless customer is not going with repair per *** request if it's repairable they want us to just fix it *** does not replace due to age or due to customers having non covered costs , all that being said Jeremiah did exactly what he is instructed to do is give options so customers don't get upset later when they find out we would have worked with them on new unit pricing instead of repair after the repair is paid for so we always give option before the customer pays for such a high ticket repair you also have to remember answers you get when you call *** customer service line is a third party call center trying there best to answer your questions but have nothing to do with the autho process! Knowing all of that basically trying to have you understand the only thing that was covered is the repair not replacement of the unit .

• Initial Complaint

  06/28/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Reported an air conditioning issue to my home warranty company on 6/08/22 was provided the name and contact information to a service provider, A & R Complete Services. I contacted the business and was given an appointment for 6/10/22. A technician came to my home as scheduled and diagnosed the problem as a "bad Defrost Control Board." The part unfortunately was not local and needed to be ordered from the ***** distributor out of Arizona and it would be a 3-4 day wait for delivery, eta approximately 6/17-18. Once the part comes in they would call to schedule the installation. Fast forward to 6/18/22, there had been no contact from A&R about the part so I called them; once I was finally able to speak to someone on 6/20, I was told the part still wasn't in. This was unacceptable and I wanted to know where the part was. I was told they would follow up with the technician and call me later that day or the following day. On 6/21, I did get a call from A&R explaining that the part order was never "processed" when the original ordered was placed by the technician; they were re-ordering the part and it would be another 3-4 days to be shipped. Today is 6/28/22. Not only have I not received a call about the status of the part but I have called A&R on a daily basis since 6/25 attempting to get an update. I have also been in contact with my home warranty company who has called and sent emails to A&R requesting an update. I have been told by the person(s) answering the phone that they cannot access that portion of the business's system to check on the part status, that the computers are down and someone will call me back or the call is simply met with a recording indicating "no one is available to answer the call." This company has very poor customer service and lacks professionalism, I have been pushing air from 2 evaporative coolers and 3 tower fans to keep my house bearable and my power bill is tracking higher than normal for this time of year.

  Business response

  08/29/2022

  Business Response /* (1000, 6, 2022/06/30) */ We are doing everything we can to complete call we are at the mercy of the manufacture as well we called yesterday to check status and were instructed to call again today , we called today and it is finally available we called cust and scheduled it for tomorrow morning unfortunately the world we live in today nothing is readily available we are doing what we can and that part will not allow universal parts has to be oem from manufacture Consumer Response /* (3000, 8, 2022/07/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) Thank you for the "at the mercy of" explanation however your company has been less than helpful in the customer service category none the less. In addition, I have been in contact with TRANE and they opened a case file to determine the availability of my part (Case ID: XXXXXX - Part expedite); the ***** Customer Care specialist told me on 6/21/22, that there were no less than (5) OEM parts available that could be shipped overnight. So why did it take your company 8+ days (based on your call to me on 6/21 describing the original part "processing" error) to receive my part on 6/30? I don't believe the state of "the world we live in today" is the problem here. Update to today, 7/01/22, the technician arrived this morning and installed the new part. The inside starting temperature was 79 degrees when he arrived. After the part was replaced and we had some discussion about, "what if this repair isn't only issue going on with the unit," took place the technician left. It's been over 3 hours with the unit running and the inside temperature is now at 82 degrees! Just to be clear the target temp on the thermostat was only set a 76. Cool air only seems to come out of the vents when the compressor is running on the Hi Stage. Once Low Stage is active it blows warm again; the target temperature is never going to be reach this way. So I'm anticipating there being a service "recall" in my future. But feel free to contact me first to follow up. Business Response /* (4000, 10, 2022/07/08) */ We can't control what the local trane supplier tells us for availability on parts , again all we can do is ask and then ask them to order it as soon as it was available we picked up the part and scheduled with you to install it. If you feel the system is not performing correctly and will not maintain temperature please put in a recall wo with your hike warranty and we can come back to diagnose what's going on ty and I apologize for any inconvenience!

• Initial Complaint

  08/02/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am currently renting a Home and the home warranty sent these people out to my house. The first time they came they said they couldn't fix my AC because it was frozen. The second time they came they said they needed $600 cash because I needed Freon in my home warranty doesn't cover it. However my home warranty to cover it so they sent another person out the next day and they stated that it was not the Freon that needed to be fixed but now it was the compressor that needed to be fixed . I question the man As to his ability to diagnose a problem and he stated that he would not be back. I am now at eight days without AC in my home. This company is a huge scam and they do not know what they are doing. I have proof that they keep changing what was wrong with my AC

  Business response

  12/13/2021

  Business Response /* (1000, 5, 2021/08/03) */ We did go out the first time and it was a restriction and yes we had a clerical issue and in the notes for service it said it was a home warranty that only covered $10 per lb of refrigerant so we told the tnt that when the home owner paid the difference we would come back when we noticed the clerical issue we scheduled the service to come back and fix restriction while fixing the restriction the compressor died and needed to be replaced it has taken damage due to running with a restriction when we let the tnt know what was going on she got very verbally nasty so we called the home warranty and refused to work for that customer again Consumer Response /* (3000, 7, 2021/08/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) I was not nasty to the technician at all . That is a lie . I spoke to him for less than one minute. The company is a scam . It turns out from an outside vendor that was never the issue they said it was . He became very upset with as he could boy explain what was wrong with the problem . It turns out the entire unit needed replacement so both of the technicians were not qualified to diagnose the problem and misdiagnosed the problem. Business Response /* (4000, 9, 2021/08/09) */ The out side company recommended replacement and you went with it but all in needed was a compressor the rest of the unit was working fine while we were there everyone is entitled to there opinion have a great day sorry we could not agree with this best of luck with your new unit

• Initial Complaint

  07/06/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Warranty issue with ********************. This refers to: Dispatch ID: ********. Service address is ******************************************** Contractor: A & R COMPLETE SERVICE CO (***) ******** Service Item: Air Conditioning (Central-Electric) Just a little over a month after moving in, the air conditioning unit acted up. It would work for a couple of hours, then stop. So we requested service. *** denied request based on what technician to them. Rather than attempt to fix the problem, Tech wanted to sell new unit for $9,500 in cash, or $10,500 by credit card -- for a 2 BR/2 BA condo with 934 sq ft! How is that reasonable or realistic? Seems like this technician was attempting to defraud elderly 73 year old Asian woman knowing how desperately we need the AC to work during Las Vegas summer.

  Business response

  11/18/2021

  Business Response /* (1000, 5, 2021/07/14) */ All we do is give our diagnoses to the home warranty of what we found and the home warranty makes there decision to cover it or not and if we offered a new unit was either due to the condition of the unit currently at property or due to home warranty not covering it , if the customer dies not agree with our diagnostic they are more than welcome to ask the home warranty for a second option to have another vendor come out and give there opinion!

*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. ↩