ComplaintsforA#1 Air, Inc.

• Initial Complaint

  03/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Basically, I have been asking for the last two years that I want a copy of the Contract with the Terms of Service and Conditions (T&C) that spells out my requirement to have A#1 do annual inspections. It's getting too expensive to have A#1 come out 2x / year to inspect a what is practically a new system. I also want to see the T&C on the ********************* Policy on my Extended Warranty.A#1 keeps sending me the same paper work showing the date of purchase and the duration (start/end date) of the manufactures 10 year warranty and the start/end date of my extended warranty. That's it! No contract, No T&C. No where does it show my obligation to pay for maintenance 2x/year.

  

  Business response

  03/18/2024

  Made an attempt to call the customer today, did not receive an answer. I am going to send customer a copy of the contract the he can read to the email we have on file.

  Customer response

  03/19/2024

  A#1 contacted me with the information I requested. We discussed the issue and Terms & Conditions of the warranties and this issue is now resolved. Please close my dispute as "resolved".  

  Kind Regards

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

  Customer response

  03/19/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  02/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I entered into a contract for routine air conditioning maintenance since i purchased two air conditioners from them. They charged me $72 for setting up the first a/c unit for the first six months and $12 per month after. While the tech was here for the large unit, i asked if i could have a similar maintenance agreement for the smaller unit. He signed me up. I do not have paperwork but they charged me $144 for the set up when I already had the first unit paid. I have repeatedly called and NO ONE calls me back and the customer service people say they cannot do anything about it and it is up to billing to call me back. I want this credited. I disputed with my bank but they declined to help because i could not find the documents, just the bank charge and their notes. I should be credited $72.

  

  Business response

  02/05/2024

  *********************, I'm glad we were able to speak and come to a solution of refunding you back the $72 that was in question. This will be processed a returned back to the original form of payment in 3-5 business days.

  Customer response

  02/05/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  01/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  When their technician came to do the winter tune up on my heat/ac, his main purpose seemed to be to sell me something and took little time actually checking the furnace. He showed me a place on the plenum where there was a tear in the insulation and he said it was leaking air. He also told me the only way to get it fixed was if I would purchase a duct cleaning package which included cleaning all heat/ac ducts, cleaning the blower, and cleaning the coil. It also included cleaning the dryer vent. I reluctantly agreed and paid up front for the cleaning and repair to the plenum. When the two people came later in the week to do the duct cleaning and repair they did not complete what I had paid for and installed a UV light in the furnace which I did not want. No one ever examined the ducts in the attic which I was told would be done, the dryer duct was not cleaned, and the place on the plenum where the tech said it was leaking was not repaired. They failed to do the promised repairs and did not complete the job.

  

  Business response

  01/19/2024

  *************, I glad we were able to speak with you about your recent concerns. We will reach back out to you once management reviews this information and comes up with a solution. Thank you.

• Initial Complaint

  01/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 12/18/2023 at 9:29am, I scheduled an appointment with ******* customer service representative to come out and do a tune up for both of my AC units.I was advised that this would be $69.00 per unit, and I agreed. The first available appointment they had due to the holiday season was 1/9/2024. The woman customer service representative stated: that the air tech would service my outside units, he would make sure they were clean, fluids would be topped off and checked, and would inspect for overall safety and efficiency. She then stated after he finished servicing my outside AC units, he would go inside, and inspect my furnaces and ducts and give me a duct cleaning quote.Instead, the tech came, snapped a two pictures of my AC manufacturers tag info, and immediately went upstairs to inspect the furnaces and show me videos of the cleanliness of the units. He then told me he was finished, and was going to write me some quotes for duct cleaning. I asked him when he was going to work out the outside units, and he stated he could not because it was too cold outside. It was 40 degrees. I let him know that the whole reason for his visit was to service the outside units, and then to give a quote for duct cleaning. I told him I was upset, and listed all the items the girl said he would do for $69.00 per unit. He said he could not due to the weather. I asked him what he had done to the furnaces, and he stated the charge was to look at them. I told him this is not what I scheduled an appointment for. He called someone, not sure what was said, but he told the person on the other line, "no worries I got it". Then he told me he "guessed" the girl I spoke to needed better training. He asked me if I knew her name, but I did not, and I do not believe she stated her name to me. I do know the date and time I called. He then gave me a receipt, and checked the box himself that I was 100 percent satisfied with services. I made my own note on the invoice that it was no true

  

  Business response

  01/17/2024

  Hello ***********  We have had an opportunity to review your request and brought this to management's attention.  They have approved the refund of $138 and will use this as a training opportunity for our call center in the future.  I just tried to give you a phone call as well to inform of management's decision.  The refund process has started on our end so please allow up to 3-5 business days for the refund to make it to your account. 

  Customer response

  01/18/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  12/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Date of install: 7/04/19 Cost: $9,800 Item: Rheem a/c heating with duct replacement.Job # on initial install: 405 406 Defective a/c & heating unit: A/C continued to blow my circuit breaker (do not know how they fixed). Replaced *************, contactor, & the transformer literally "blew up". Capacitor blew up after 23 months. Start up amp differs from rated amp (no action taken). 3 other visits illegible. Heater started making noises that continue to increase (no recommendation). AC started turning off with a loud bang, continuing to increase louder - neighbors behind, next door & across the street beg me to fix. ******* recommendation: turn off a/c unit before neighbors go to bed. Blowing circuit breakers, defective parts that blew up and continues to deteriorate in noises. I request a replacement - issues from day one.

  Customer response

  12/20/2023

  The roar in the heating unit is progressively getting louder and making additional noises. It is located in living room, can be heard all over house and is extremely annoying since the 'sounds' change. Company can't believe A#1 said there isn't anything they can do about that. I have thought that it might blow up.

  

  Business response

  12/26/2023

  *******************, I'm glad we were able to speak about your concerns regarding the noise from AC and we are looking forward to seeing you on 12/28/23 with members of our senior management team. We will continue to stay in touch to make sure your 100% satisfied after your visit. Thank you.

  Customer response

  12/28/2023

  I am rejecting this response because: The weather must warm to review the extremely loud cut-off of the a/c unit. The  personnel stated a technician will return in April/May timeframe **** to work with me in regards to the unit and neighbors complaints of the ************* on cut-off. Understandable and accepted.  Hopefully it can be fixed and I'll not have to turn off a/c before neighbors retire at night. The issue with the noise in heating unit was customer problem - the intake grate appears to be causing vibration that sounded like the motor. They spotted it instantly.  I wish to keep issue open until their next visit in April/May 2023.  

  Customer response

  12/29/2023

  Additional comments from todays visit from A#1 ************* regarding a/c unit continual blowing fuses 1st day of install: Supervisor stated it is not uncommon for new installs to blow fuses.

  Response regarding the board blowing up: Supervisor stated it is not uncommon for a technician to touch the wrong wires and blow the board.  No explanation for other parts needing replacement at same time.

  

  Business response

  01/03/2024

  Thank you for understanding and we will certainly return when the weather is warmer to resolve this issue.  Thank you for your patience.  

  Customer response

  01/04/2024

  It just doesn't stop. Shortly after install there was trouble with the thermostat not working properly - temp would register and turn off 2 degrees above set temp. It was replaced with a smaller inferior model which was not acceptable.  The original was reinstalled since tech only had the smaller inferior model. Tech noted air was not hitting thermo in interference. I just happen to be looking at it the day the tech left recently when it was set at 72 - then read 74 skipping 73. Unit is now shutting off with a "3 degree difference" (set 72, turns off at 75). I do not know if house is 72 or 75 degrees which can make a huge difference on elec bill. (new batteries, all settings were cleared and reentered). Would appreciate this being checked when company eliminates the huge noise that started a year after install.   

  

  Business response

  01/09/2024

  this is the customer where we will be returning in the spring when the weather is warmer.  

• Initial Complaint

  11/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  ******* sent a letter stating that I had not returned calls for a city inspection. The company had not called me to schedule the inspection following reinstallation of the attic staircase and door! In June after receiving several quotes to replace my **** system I chose A#1, even though they were not the cheapest, because of their advertising on *************** station ****. The first install occurred June 22 and then a replacement install on June 24, and even after that there were and remain issues. During the first install after hours of carbon monoxide detectors going off, ********** firefighters came to my home and found readings of carbon monoxide and gas, and determined chemicals used in the install process were the cause of the readings. Firefighters advised me to not stay in the home if the **** was not working because I could die (see photo of the A#1 truck and firetruck at my house). Through the attached phone records explanations file, it is evident that I have called A#1 multiple times since the install. They did try to schedule the inspection, but then they realized that the attic staircase and door had NOT been put back up, meaning the city inspection could NOT occur because it would not pass. Eventually the attic staircase/door did get reinstalled, but I have not had any calls from the company to schedule the inspection or help with the app, etc. In attached records I proactively contacted them even for the attic fix. I have been extremely patient despite being potentially poisoned by company chemicals, missed in-person work opportunities because I had to be home while A#1 was there, the swelling of my feet because of the hot temperatures inside for multiple summer days, associated anxiety of travel, open attic, scheduling and potentially dying from if I slept in my home, etc. To send a letter blaming me for not returning calls for the inspection is untruthful at best, disingenuous, poor customer service, manipulative, among other things at worst.

  

  Business response

  11/29/2023

  There have been multiple attempts to get **************** scheduled for the city inspection.  There have been attempts by my department, as well.  I sent the homeowner an SMS message as well. (Today)  All matters can be discussed and resolved when we are able to speak directly to *****************  We will continue to reach out and resolve the issues to the customer's satisfaction.  

  Customer response

  11/30/2023

  They did call and text me yesterday and I responded. So far it is scheduling of the permit inspection with the city. I will keep you posted on the rest. Thank you for your assistance. 

  

  Business response

  12/04/2023

  Here is an update on this complaint, spoke with the homeowner. I verified that their is an inspection on the 12/5/23 with the city. We we will follow-up with the homeowner after the inspection is complete.

  Customer response

  12/06/2023

  I have reviewed the business response and accept this resolution. 

  They did call and text me yesterday and I responded. So far it is scheduling of the permit inspection with the city. I will keep you posted on the rest. Thank you for your assistance. 

  Customer response

  12/07/2023

  I didnt close the account.I am not satisfied. Even today I had HVAC issues.

• Initial Complaint

  11/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Installed air system in shed nov 2022. Called may 2023 for service. Repeated calls. Finally came it late summer. Employee stated they were not certified to work on that system. They would have to send someone else plus when he called office they stated they could not find contract! August someone showed up. Showed them our copy of contract. He said we needed new condenser. Parts and labor would be covered 100 percent. He ordered part. Called after 1 month. He said he would reorder. Now 2 months later still no part. Have called repeatedly and phone just rings and rings. Have never been so disappointed and feel they misrepresented themselves. I do not trust them any more and would like them to refund money so we can find a reputable company

  

  Business response

  11/29/2023

  I spoke with ********************* the homeowner and the complaint was submitted November the 6th and we went out on November the 7th to complete the work for her unit. ***************** stated that her AC/ Heat are working fine now after we installed her compressor and has no issues or complaints at the moment. I provided customer our direct contact if she has any questions or concerns in the future. She is satisfied at the moment.

• Initial Complaint

  09/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  November 2022 - Brand New HVAC system was installed by ****** on my rental property, installation cost $11410, with an additional $1000 added for electrical work.January 2023 - The system has stopped working. The compressor plug melted.June 2023 - The system has stopped working. The wire burned off on the contactor or condenser.Neither of the times the technician or anyone from ****** contacted me to give me a reason for the break or explain what happened. I have contacted customer service multiple times, both via email and via phone, requesting the technician to call me with explanations. Most of my emails were ignored, and I had to send follow-up emails. No explanation was given.Via multiple emails and follow-up emails (with *****/customer service), I requested a written explanation for both breaks that happened first within 2 months and second within 7 months of the original Brand New system install. Both breaks seem to be electrical-related. No explanation was given.After getting nowhere by attempting to call and email customer service, and getting no explanation why the brand new system broke twice since its installation less than 7 months before the second break, I have resorted to sending CERTIFIED MAIL, RRR: **** **** **** **** **** was mailed to the company on 8/21/2023, requesting remedies and written reports with explanations for the reasons why breaks happened.Aug 23, 2023, I had a missed call and a voicemail from ********************************* from customer service indicating that my certified letter was received and I should call them back to discuss.Aug 31, 2023 - called ******, returning ********************************* call, and requesting to speak with them, they were not available, so I left a message for ********************************* Sept 6, 2023 called ******, left a message for ********************************* Sept 17, 2023 called ******, left another message for **********************************After the original voicemail on Sept 23, 2023, I have not heard back from ******.

  

  Business response

  10/12/2023

  **************** and I were able to speak on 10/11/2023.  We have agreed to refund the amount of the electrical work that she paid for and to discount the install.  **************** will receive the refund in the form of a check.  We have apologized for the missed communications and the situation has been resolved.  

  Customer response

  10/22/2023

  I have reviewed the business response and accept this resolution, pending the receipt of required moneys which have not been received as of today, October 22, 2023. 

• Initial Complaint

  09/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had ****** install new condenser for ac unit 3 years ago for $2500.00 dollars. Today I called them out because ac was not working and was told compressor was bad and was going to cost me $3229.00. *** kept asking me for receipts and if the entire condenser had been replaced. I told him yes I took my fence down in my back yard and helped the guy put it on the new pad. After telling me that it would cost over 3 thousand dollars I asked how long it would take to get parts he said could be days or weeks????? My 89 year old mother in law lives with us are you kidding me?!?! So tonight they came out and took 100 dollars from me questioning my integrity about the unit I purchased from them then telling me it could take days or weeks for parts under so called warranty come in is that normal???? Said he might be able to get window units in to cool off the 89 year old mother in law for days or weeks? Thats how a 1 air does business. Wow how bad is this inflation..

  

  Business response

  10/31/2023

  ****************,

  First, thank you for taking my call today.  I do apologize for the delay in response time.  I am glad that you were able to get your home cooling again and that your mother in law is comfortable.   I do want you to know that the feedback that you provided to me did not fall on deaf ears.  I will be taking that information to the management team and working towards a solution.  Again, thank you for bringing this matter to the attention of our team.  We will be making corrections moving forward.

  Customer response

  11/02/2023

  I am rejecting this response because:  the company did acknowledge my complaint but has done nothing to answer my question on why I was given such bad customer service. Why wasnt I given a complete explanation on why my service call was so inconvenient for *******? Questioned my integrity from the time he arrived at my home? Continued to question if I was sure A-1 had originally put in the condenser and who it was and why I only paid ****. And how long ago and finally called someone at the office I assume and got information. Only to tell me it could take two days or two weeks. It was like an oven on the house.why wasnt I offered a new unit or at least look at the system and say you need a new one the guy just wanted to go. So I had to call a different company and have a whole new unit installed why couldnt A-1 have done it for me?? Give me an explanation thats what I want.

• Initial Complaint

  09/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  September 6, 2023 ******* double charged me ****** dollars.One new Honeywell thermostat for $******.I received a new Honeywell thermostat I believe on 9-4-23 and paid $411 and they charged me again on 9-6-2023 for $******.One new Honeywell thermostat.Double charged for same and said they came out for something else on I believe 9-6 and they did not come again twice and did not do the drain they said they did.Talked to accounting because they said they had two work orders that are signed by me and I did not sign for a second visit for *******. They said there is nothing they can do because of the two different work orders.The only work order I received is job# ****** for new thermostat and it was the only work done in September 2023.

  

  Business response

  09/25/2023

  This has been resolved.  The Customer has spoken to the accounting depart and they have provided her with the accurate invoices for both jobs.  The last communication was that the home owner understood the charges.

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