ComplaintsforAAA Heating & AC

• Initial Complaint

  04/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Since Oct. 2023 my family has frequent sleep interruptions due to a heat pump installed by AAA Heating & AC at my neighbor's residence. We relocate often losing sleep in the process. Caused by sound pressures projecting from the pump's horizontally facing fan through the west side of my house, they regularly exceed county decibel limits during day and night (55 and 45 dB). At night pressures periodically exceed limits by 30+ decibels (75+ dB) at the property line. These pressures = 60+ dB in our bedroom like a semi-truck idling just outside. I reached out to AAA directly after having difficulty engaging my neighbor. AAA refused to discuss it and insisted we must address it with my neighbor. After attempts with expressed willingness to be patient and maintain good relations, it became apparent theres no interest in resolving the problem, and AAA tells our neighbor there isn't one, despite the fact that we have provided numerous video examples with data. Two years prior ****************** recommended AAA to my family as a "PSE recommended energy professional". AAAs engaged us about new five figure HVAC systems. But AAA is unwilling to help our neighbor resolve this problem at our call for help. Despite our efforts to pursue help in resolving this problem in good faith across multiple avenues, there's no reciprocating intent to work to a solution. After reviewing best practice/guidance readily available online, it doesn't seem like due diligence or knowledge expertise was reasonably applied in the planning. When taking all of the above into account, we view this situation as bad business on the part of AAA, hence our complaint filed with the BBB. Our desired resolution: AAA takes our complaint seriously, engages with us directly, implements a resolution to the excessive noise problem at no cost to ourselves, nor our neighbor, so we may finally without fear of recurrence have our sleep and our relationship with our neighbor restored.

  

  Business response

  04/11/2024

  Hi *****, thank you for bringing this matter to our attention. We sincerely apologize for the inconvenience you've experienced. We have reached out to your neighbor to schedule a visit, aiming to find a swift resolution. I'll personally keep you updated via email on any progress. Thank you!

  Customer response

  04/15/2024

   
  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 under the presumption that the business will truly "find a swift resolution" per their written response. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  03/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  01/12/2024 * AAA Heating & AC tech performed their first preventive maintenance on our 9-year-old, high-end Lennox furnace. Its expected longevity is 20+ years. It was operating perfectly when they arrived.* Tech told us we needed an inducer motor "sometime in the future" and suggested we replace it now. He ordered the part, charged us $400 (50%) and left. We discovered as he drove away that the furnace now WAS NOT WORKING AT ALL. The tech left it dusty, with pieces of aluminum foil on it. We dont know if he serviced the furnace; its certain he broke it!* A second *** tech had no clue now to fix the furnace but he sold us a $600 gas valve. He also scheduled a *** salesman to try to sell us a replacement for our 9-year-old furnace.01/13/2024 * The house being 46 inside, we bought and borrowed space heaters and then, because the portable heaters dried the air and caused a nose bleed, bought humidifiers to try to make things bearable until the furnace was fixed. We expected repairs in a day or two.* I called *** and informed their manager (*******) that the parts were covered under our Lennox furnace warranty. I asked *** to issue us a $400 refund and get the parts from ******. * ******* revealed that *** is not an authorized Lennox dealer and that the parts might not be covered. In addition, she said it would take a week or two before they could be installed. * I instructed ******* to cancel both parts orders and our *** service contract. 01/17/2024 * Our neighbor, a former furnace tech, got the furnace working within minutes by gently tapping on the gas valve, which the *** tech had somehow gotten stuck. Two months later, the furnace is still working perfectly. Our neighbor, based on years of experience, said we do NOT need EITHER of the parts that *** sold us. I seek reimbursement of the following:Monthly Service Contract: $118.92 Heater: $66.03 Humidifier: $84.45 Humidifier: $49.53 Humidity Monitors: $11.00 Total: $329.93

  

  Business response

  03/25/2024

  Hello BBB and ************,

  We want to start by apologizing for your inconvenience. We do stand by the fact that the lifespan of a furnace can vary depending on factors such as the type of furnace, frequency of use, quality of maintenance, and environmental conditions. Many of our members and customer can agree that you must maintain regularly scheduled tune *** and maintenance to help a furnace live past the factory or manufacturer warranty period, which in many cases can be approximately 10 years from installation. However, we can also can recognize that we did not effectively communicate or uphold our high standards for providing clarity and options on how to handle the diagnosed concerns.

   I do support our technicians in calling out that we do not carry any and all parts in house, nor do we supply all brands, so it is standard practice that in some instances a brand or part would have to be sourced through a supplier in order to assist with existing equipment that a customer may have in their home. 

  Based on all the above comments, it seems like a probable solution to take care of **************** concerns and agree to a reimbursement. There's already been a cancellation of the ongoing maintenance membership, so no further monthly chargers are occurring. However, I see that there's still an outstanding amount of $232.04 that should be fully refunded to ************ which we will issue a check for and mail out ASAP. 

  We apologize again for the inconvenience and for the fact that this situation had to be escalated to BBB in order to be resolved. 

  Customer response

  03/25/2024

   
  Complaint: 21462106
  
  I am rejecting this response because: I do not understand and would like an explanation for the amount offered. I asked for reimbursement of $329.93, which included (1) the items we purchased to get us through the lack of heating in our home and (2) the service contract for which we paid over six months but for which we received no value. (Instead, the maintenance visit resulted in a broken furnace.) I'd like an explanation of exactly what AAA H&A/C is reimbursing, but more importantly, I see no reason to not paid the reasonable requested amount of $329.93.
  
  Sincerely,
  
  *****************

  

  Business response

  04/11/2024

  Hi ****, we sincerely apologize for any inconvenience you've experienced. Your additional refund has been processed to ensure your complete satisfaction. You should receive your check in the mail in 3-5 business days. If you have any further questions or concerns, please feel free to contact us! We appreciate the chance to remediate your concerns!

  Customer response

  04/12/2024

   
  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

  11/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I am writing to formally lodge a complaint against AAA Heating & AC Inc. for their unsatisfactory and unprofessional service regarding the repair of my air conditioning system.Details of the Incident:Initial ******************** I initially reached out to AAA Heating & AC Inc. in early October, and a technician visited my home on October 13th to diagnose issues with our air ******************************** After identifying the problem, I was provided a solution and charged $1,492.10 for labor and parts, which I promptly paid.Lack of Follow-************* In the weeks following, I made numerous attempts to contact the company for updates through emails, text messages, and phone calls. Despite these efforts, there was no communication from their side, and no service has been provided for over a month.Additional Inconvenience Caused: Prior to their intervention, the air conditioner was functional, but the technician disassembled parts of it, rendering it inoperable. With the onset of winter and colder weather, this has caused significant discomfort in my home, forcing me to purchase an additional heater.Request for Action: I request that BBB intervene in this matter to ensure:1.Prompt completion of the service I have paid for, or 2.A full refund of the amount paid ($1,492.10) due to non-delivery of service.3.An explanation from AAA Heating & AC Inc. regarding their lack of response and poor service.I trust that BBB will take my complaint seriously and help resolve this issue as soon as possible. The current cold weather conditions make the prompt repair of my heating system a matter of urgency. Thank you for your attention to this matter.

  

  Business response

  12/12/2023

  Hello ***, 

  I tried giving you a call yesterday to express my deepest apologies and concerns that *********** follow-up and responses to your phone calls fell through the cracks. I am confirming here that we did not complete the repair that you paid for up front. The follow up process between our technicians and office clearly was not followed here and parts were not ordered. We have had some recent issues with our follow through due to a recent system change and, although most of those issues were caught, unfortunately this situation slipped past everyone's radar. This is not something we would like to ever see happen and have been taking steps to prevent this type of situation with anyone else. 

  I have verified with the accounting team that your payment has been disputed and funds have been held by the bank. We have accepted the dispute and have pushed everything through for your bank to reclaim the payment paid to us. Please see the attached record of the payment dispute and my confirmation that we are not contesting your claim. If, however, you reach out to the bank and they are able to cancel the dispute we can of course issue a refund instead (which could be quicker depending on your bank.)

  Again, I truly apologize you have had to deal with this matter and that we were not on top of this earlier. If you feel that there is anything else we can do to make this right, please reach out to me. You can reach me by calling ************ and asking for ******** (Customer Experience Director). I will personally help you in any way I can. 

  Sincerely, 

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

   

  Customer response

  12/14/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is acceptable. Actually, the company did nothing and it takes them almost another month to reply my complaint. I dont need anything from them since I already disputed my expenses and my air conditioner was fixed by another company in JUST ONE DAY.
  

  Also, I dont want to keep my membership with them either because I dont trust this company. If I received further charges, Ill dispute again.
  
  Sincerely,
  
  ***********

• Initial Complaint

  06/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 3/30/23, we had AAA Heating install a new furnace and ** unit. They drilled holes in the house to run pipes from the ** to the furnace. The hole was not sealed properly, resulting in rats getting into the crawl space. We have a service by a Croach. They came out for inspection on 3/17 on the crawl space where they notated no new activity. After the ** was installed, we started to notice a smell coming from the crawl space. We had Croach come back out for inspection on 5/13. He checked the crawl space where there was new activity. He then schedule a crawl space inspection which the results were a major rat infestation. The rats had caused major damage to the insulation including urinating and f**** everywhere. There were dead rats in the crawl space. This resulted in us having to pay $5,012.63 to have the insulation removed, sanitizing the crawl space and adding new vapor barrier and insulation. They sealed up the hole caused by the ** install. Prior to the ** install, we had a house inspection and the inspection by Croach. Both said there were no new activity in the crawl space. After the ** was installed we had mass activity start.

  

  Business response

  06/20/2023

  Client never attempted to discuss this concern with us directly after damage was found. Although this type of situation is very rare, AAA Heating & AC always takes damage concerns seriously and would have helped address the matter and paid for any and all repairs associated with poor workmanship. Since this complaint was submitted, we reached out and were able to come to an agreement with them on repairs. 

*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. ↩