ComplaintsforAmerican Air Heating, Cooling, Electric & Plumbing

• Initial Complaint

  06/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  American air installed a furnace at our house in December of 2022. They had two come back twice to repair issues from their install. I thought all was well. in June of this year, my AC/Heat Pump unit would not operate that we had installed in 2020. So, the AC unit didn't turn on, I called the company who installed the AC/Heat Pump unit. The unit was inspected and should have operated. The technician told me that the company that put in the furnace did not know what they were doing. This was painfully obvious after the install when the furnace was making noise because of a broken part they tried to hide. The technician said my AC/Heat Pump unit would never have worked the way it was wired. He asked me if it was young people who did the install, and I said yes. Typically, he responded, they just aren't trained or don't care. They need more training to work on that type of equipment. The really unfortunate park was the GM at American Air was arrogant and took no responsibility for any of this! When your air conditioning doesn't work, you call the company that installed the unit, not the company who installed the furnace. American Air doesn't understand this simple human response to an AC issue. I have an invoice from the AC company that explains American Air's shoddy workmanship.

  

  Business response

  06/14/2023

  We did install a new furnace for Mr. ****** on December 20, 2022.  As far as coming back twice to repair the install that we did; We had to replace a faulty thermostat which was there prior to us replacing the furnace.  Mr. ****** chose to keep his existing thermostat, as he preferred his Nest thermostat to our Honeywell thermostats that we typically install with every job.  This was noted on his original proposal to replace the furnace **use existing thermostat**.  This was not a warranty issue, as we had never replaced it.  We charged him $621 to replace this thermostat, as it was not originally installed by us - This was emergency service on New Year's Eve, and he signed an authorization to do the work.  There was a piece in the furnace that needed to be replaced, and we did that under warranty.  However, Mr. ****** then proceeded to stop payment with American Express (his method of payment for the thermostat).  After much back and forth, he finally did pay that back to us.   As far as the current issue goes, the company that came out to "repair" the furnace wiring should not have touched it, since it was under warranty with us (if this is even true).  We have asked Mr. ****** for an invoice from the other company but he never furnished us with one.  In addition, we are a Tempstar Elite Dealer, and our installers have a lot of experience and training with this type of equipment.  

  Customer response

  06/17/2023

  Typical response from this company. 

  1. You will get an invoice copy of your sub-standard work repair when I get it.

  2. Obviously, the thermostat wasn't the issue. That is plain to see that it was wired incorrectly

  3. Your juvenile response to the technician that was here to "repair" the faulty furnace was expected. They are trained in proper install unlike the best in class training your installers receive because they couldn't even wire the job correctly.

  4. You can either settle with me here or you will be showing up in front of a magistrate in Licking County.

  5. You provide me a refund with the invoice I provide, plus the $621 I gave you for a thermostat that wasn't the problem.
  
  Regards,
  
  ***** ******

  

  Business response

  06/21/2023

  Please send us a copy of the invoice from the other contractor.   We will address the rest of the issues from there.  Also, as far as the thermostat not being the problem initially:  The furnace wasn't running - We replaced your thermostat on December 31, 2022, and it has been running for six months.  

• Initial Complaint

  07/17/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On June 29th my a/c quit I have a service manintece contract with American Air, who has come twice a year for the last 5 years to clean and check my a/c and furnace so I contacted them to come out and fix my a/c since it was 90 out. American Air scheduled a technician to come out on Friday, April 2nd. When the technician came out, I showed him the breaker box and explained how, every time the a/c came on, it kicked the breaker off. He looked at it and went out to take the a/c apart. He said that I could pick a package to either just fix the problem for $2800 or buy a new until for $4000. I didn’t have a warranty because they never filed when they installed in the new build. I got a second opinion and when the other company came they found out that it was the furnace and not the a/c, he switched the part and in 15 min I had a/c again. I think American Air was grossly negligent and I not only want my $90 service fee back but also the cost of they yearly maintence fee i paid.

  

  Business response

  07/19/2021

  Our technician made an honest mistake on his diagnosis. ****** & I have spoke about the matter & I believe that we have come to a reasonable resolution of the situation. I hope that this will resolve the complaint. We will be mailing out a refund check this week to cover her expenses in having the issue repaired. Thank you for your patience & understanding in this matter.

  Customer response

  08/03/2021

  8.3.2021 Consumer notified BBB complaint resolved.

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