ComplaintsforAll American Heating & Air, Inc

• Initial Complaint

  06/18/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchased an HVAC unit in good faith and was given a warranty by the company. The unit is less than a year old and does not work properly. I called the company whose motto per their recording is, "customer satisfaction is our main goal" and they also state, "thank you for your business and trust." Two technicians have checked the unit and they have made excuses such as the Mungo home ductwork is inferior blaming Mungo, the doors being closed due to owning cats impedes the airflow, and the zone switch is old. By the manager's own admission the unit has been froze up both times when they came out. I requested to speak with the owner and the manager refused and told me to call back when I was in a better mood. I asked if he was threatening to hang up on me and he continued to tell me to call back when I was in a better mood and that the call was recorded. He then hung up on me with me requesting to speak with the owner (who the office manager had already told me was in.)

  

  Business response

  07/01/2021

  Business Response /* (1000, 5, 2021/06/22) */ Contact Name and Title: DEBORAH G R**** Contact Phone: 8032607584 Contact Email: ******@allamericanheatingandair.com 06/22/2021 So sorry that your HVAC system is causing concerns. We understand your frustration. All American Heating and Air installed a Split Heat Pump in the attic on 06/19/2020 A little history shows that a glitch with compressor was quickly fixed and unit was serviced under your maintenance plan 12/11/2020 and serviced again 05/11/2021 with no problems. 06/08/2021: Customer called: NO AC, Unit was frozen, tech de-iced unit, all working now as intended Customer was instructed not to place t-stat in 60's to prevent unit from freezing again. No charge due to customer having maintenance contract. 06/18/2021: Customer called, NO AC, Tech arrived Around noon, Unit was frozen, tech de-iced unit, This is a Zone system installed by someone else.(FYI: Zone boards control multiple t-stats using dampers, ect) (The 1 year old Daikin unit, a split heat pump, All American did install.) Again, nothing is wrong with the Daikin unit. This visit was at No charge Tech entered attic where both zone dampers were open,as they should have been, cycled both zone dampers for 10 minutes each, checked Freon subcooling and found 9 degrees. Supply air was 60 degrees and return air was 75 degrees. This is, according to factory specs, correct measurements. Tech checked return air flow, turned one floor off at a time and checked freon for 10 minutes to make sure unit was not going into freeze mode. Heat strips were off, as they should be, and no other issues were found. System was now cooling properly as intended. Customer was instructed to keep all bedroom doors open to circulate air throughout home. No charge for this visit. 06/18/2021 Customer called around 2 pm very upset with her unit having problems. Our service manager tried to explain about the zone system board and how it may be the cause of the problems an expensive problem, but the customer talked over the service manager asking him to let her speak and he was to listen. The service manager allowed customer to speak and he in turn asked for the same courtesy which he was denied. Customer continued to talk over the service manager so that he was never even able to get a word in on the workings of a zone system and what could be a cause. He then advised the customer that he would be ending the call and asked her to call back when both would be able to talk. Resolution: All American Heating and Air would like to explain what the situation could be with the Zone board and possible solutions and costs. Customer has a FACTORY warranty on the ****** Split System, 5 years labor 12 years parts but the problem has not been found to be the system. This customer has been with All American Heating and Air for (6)six years and we are happy to continue helping her with her HVAC needs. Again, we understand the frustration and would like to explain how we can help.

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