Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:09/10/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been using this company at least 10 years or more. Service has been great. Timeline - 8/23 - I called - house is not cooling. They said it was normal. 8/25 - that evening called to make an a/c check appt. 8/26 -tech came out that morning - went in the attic and said the drop delta temp was ok. Did not check the outside unit for refrigerant levels. Suggested I get a solar attic fan. Service call was $89.00. 8/27 - about 109 degrees - my house was at 85. 8/29 - I called 3 insulation companies for quotes. I told them the a/c was working ok (which was not correct!) - what do they recommend. All 3 said to increase my attic insulation. I hired one of them to put in the insulation on 9/2. Meanwhile, the house is getting to 82 or so all week. I called Air Depot on 8/30 and they said the 80's in the house is normal. 9/3 - 5 pm the house is at 85 the second day in a row. I called a different a/c company - they were at my house at 6 pm - measured the refrigerant levels - very low. They added 2 pounds of refrig. The house started cooling immediately. The a/c person said he would come back on Tuesday, 9/5 ******* *** ***** ****, to perform a leak check. They came, coils were leaking, ordered a new coil system and came back 9/6 in the morning to install. House has been holding correct temperature ever since. I called Air Depot 9/7 to cancel my $199 maintenance agreement that was just paid. The person said they would have the GM call me. That afternoon, I had the credit of $199 on my card. I called 9/8 and spoke to the same person - asked for my $89 service fee to be refunded due to incorrect diagnosis and not checking the refrig levels. No apology or thank you for your business, etc. She was argumentative and I just said 'thank you'. I am asking for my $89 to be refunded. I went through 14 days of my house temp rising to the 80's (82, 83, 85) - during some of the hottest weather. I never was contacted by the GM.

  Business Response

  Date: 09/13/2023

  On 9/12/2023 I called Mrs. ******* ** **** ****** **** *** and addressed her complaint. I explained how our technicians diagnosis her a/c system and how the misunderstanding may have occurred and apologized for any inconvenience that she may have incurred and that I would be sending her a refund by mail for the $89.00 charge per her request and to call if she needed anything further from our company. 

  Customer Answer

  Date: 09/13/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution would be satisfactory to me.