ComplaintsforAir Control Heating & Air Conditioning, Inc

• Initial Complaint

  03/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  With this company for 15 years maintaining heat/ac system, paid for their maintanence program ie spring/fall ck **** Old system wore out Dec. 2023. Spoke with *** on 11 Dec about a new system. He had ***** in *********** call me within the hour to set appt at my house to determine proper system. He came 12 Dec. We discussed his recommendations, SEER ratings, efficiency, gov. regulations. Minimum Seer is 14 & upwards of 20. I decided on 16, he tho't that to be ok. He wrote up the Agreement, for Air Hauler Goodman3 1/2 ton 20 kw energy rating 100% ;Heat Pump Goodman3 1/2 ton energy rating 16 SEER, got install time scheduled next morning 13 Dec. I said ok, paid the man. Installers came 13 Dec, electrician got permits, came, wired everything. Next day, technician ****** came to install thermostat &check operation of system, a couple hours. A week later he came back for further fine tuning, another couple+ hours. Jan. 2024, I receive the Registration Certificates from *******. The model desc. for Heat Pump reads 15 SEER. RED FLAG! Thur. 18 Jan. 2024, I called *****, who sold this to me. Of course, had to investigate, would call me Fri or Mon. Did not hear from him Fri. On Monday, 22Jan, I checked the yellow rating sticker on the heat pump, it reads 14.5-15.2. I called ***** at 11:59AM, he said he would get back to me later in day, did not hear from him. I called him Tue &he was working with supplier to determine who is going to have to pay to get this mistake corrected. Mon. 29 ***** talked to *** at the office, he would get with *****. *** did call Tue, 30 Jan stating they would be out to install 16 SEER in AM Mon. 5 Feb. I called Mon to verify appt &they are looking for a unit. *** called later & saying ******* no longer makes a 16SEER unit, so would I keep the 15SEER unit &they would refund me the $986+ and 2yrs free maintanence. I agreed to that, however, I HAVE NOT RECEIVED THIS REFUND. Called on 13 Feb & told should get next week. Waited that week &the next week. Called office on 29 Feb &told by ******* in Accting she had to get approval from owner who was coming into office next day. She took my phone number to call me back, did not get call back.

  Customer response

  03/12/2024

  This is to let you know that the complaint that I filed has been resolved. Thank you.

• Initial Complaint

  01/25/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Continued billing for warranted services.

  Business response

  02/06/2024

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

  Air Control provided services to ************** on his HVAC system in July 2023. ************** paid for 1 service call. Another service call was called in and Air Control went and provided service to ************** to correct the issue. The part was under warranty but the labor was not. 

  He has had an attorney write a letter to us saying that we are demanding payment from him. In this response, we have sent only statements of his account. there has been no phone calls or any other means of communication with ************** or his wife regarding this bill. ************** never called the office to discuss this bill or any discrepancies that he has. 

  To rectify the situation (as the cost to collect the amount owing would cost more in collection fees), Air Control is issuing a credit memo to clear ****************** account to a zero balance. In the future, if ************** has an issue with a invoice that he receives, it may serve to call the accounting office to see if it could be taken care of instead of contacting attorney's and the BBB as we were never contacted before the attorney letter came in the mail and I was not made aware of the situation until that point. 

  Thank you,

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

  Accountant/Office Manager

  Customer response

  02/06/2024

   
  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

  07/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been working with my home warranty company to get my ac fix since the end of April. Air control came out may 9th and told me that someone had been huffing the coolant. They then charged us for coolant and filled up and left. With in two weeks the problem was back. We called again and had them scheduled for June 1. When they came out June 1 we were told that they werent prepared to run any testing that needed done so they rescheduled. They came out june 7th and ran the test and determined there was a leak. They told us they would work with our home warranty and order the part. By June 17th I had not heard anything back from them and called. I was told that they needed to do more testing and needed to come back out. They came back out and determined it was still a leak. I was then told to call the next day and remind the contractor to order the part. I did. July 5 I called to get an update and was told the part was ordered. That was the last time they answered my calls. From there I had to call my home warranty on July 7th and they called air controll who told them that they ordered the part June 26th and it would take ***** days to get in once in it was a fairly quick turn around to have it fixed. I called today to get an update and found that the part has not been ordered. I just want my ac fixed and clear communication on what is going on.

  Business response

  10/04/2023

  we received the original call on 5/2/23. on 5/4/23 our tech found that they system was low on refrigerant. he refilled the liquid and the system was operational when he left. we received another call on 6/1/23 where the tech cleaned the condenser coil and found the refrigerant low again. the tech had to reschedule for more time to perform the leak search. on 6/7/23 the tech returned and performed the leak search that resulted in the coil needing replaced. This was referred to our install department. at this time, our main person that deals with the warranty company, had an accident and was out for several weeks. our staff was scrambling to get that position covered in the meantime. on 8/23/23 the install team was able to replace the coil. on 8/29/23 we received another call that the ** keeps freezing over. our tech went out on 8/30/23 and found no issues. advised the customer  to keep the thermostat at 70 or warmer. This completes all calls to this customers address. 

• Initial Complaint

  07/18/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Air Control installed a furnace. I had paid for 2/3 of the cost and had an outstanding balance. I was working on a loan through ****** Utilities and needed them to contact the bank to give the bank some documentation. They promised to follow up but never did. Both myself and the bank have called them and requested documentation but they refuse to work with both of us. They turned my account over to collections and haven't provided the documentation to the collection agency either so I could close the loan and pay the bill.

  Business response

  07/19/2023

  THE BBB:

   

  This is in response to BBB complaint # ********

  We did an HVAC installation for *******************-Elk in February, 2023.

  She did not pay ** as agreed, so we turned her over to collection.

  She recently asked us for some documentation regarding the *** numbers for the unit she bought. .  I just got this document request yesterday, and the documentation  Ms. *****Elk.  requested yesterday, and the information Ms ****** she needs is going out to Ms. *****Elk today. That is pretty fast in my opinion.

  Customer response

  07/26/2023

  I have not received the information from the business like they said they sent it. I have been requesting this information for months not days like they said.

• Initial Complaint

  07/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Company technician assessed ac on May 5th 2023. We have tried multiple times to get some kind of communication on when or if our system will be fixed. It is July 17 2023 as I write this complaint. I see the 1.8 ?? rating. I am not encouraged by this that my repair will ever happen. I want my system fixed. It's been 74 days and not even a phone call updating me.

  Business response

  10/05/2023

  we were called out by American Home Shield on 5/2/23. we arrived at the homeowners location on 5/5/23 where we found a faulty txv. We unsuccessfully tried to locate the part needed. after many attempts at locating the part needed, our tech contacted American Home Shield the second week of July 2023 to update them on this difficulty we were having. At that time American Home Shield closed the work order with us and assigned it to another company. This completed our attempts to complete the work needed. 

• Initial Complaint

  06/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company is in breach of contract. I paid to be part of a priority membership service with this company that would get me priory service and discounted rates. They provided a service and then told me they could make my system better by replacing a part, I said ok. They replaced the part, after weeks of me dealing with a system that they broke so they could come back and make it better. That turned out to not be the problem, so they tried replacing another part and I waited weeks for them to get back to me about that and they finally replaced it. Turns out that wasn't the problem either and now they have refused to contact me and ignore my inquiries on the next step. It's been over 3 weeks now since that last part was replaced. They have left the machine on and running since then, racking up my electrical bill and causing stress to my machine that will damage it. I was also told they don't have enough workers to uphold the priority customer contract that I agreed to and paid for in advance. So they knowing entered into an agreement with me that they could not fulfill. At this point I want them to finish the job and not charge me ridiculous amounts of money for the time and parts they spent here, doing nothing but break my system further.

  Business response

  07/18/2023

  We went out to the ********* residence on a regular tune-up call,   While there, we were getting some very strange behavior from the **** system, which ultimately came down to the customer-installed Nest thermostat. misdirecting the **** system. While we were in the process of resolving these problems, the homeowner,  who is an electrician,  read up about the Nest thermostat, tried one of their fixes, and that resolved the problem. . 

   

  We do not sell or service Nest thermostats, so this was not a normal problem that we encounter. 

   

  In order at least partially make this right, I offered Ms.********** a free tunup in the future whenever they like.

   

  Sincerely,

   

     ******************

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

  President

• Initial Complaint

  06/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Air Control Heating & Air Conditioning *** was dispatched to fix an issue with our furnance through American Home Shield. When they arrived and attempted to fix the problme they managed to short the electrical for our Halo filter and thermostat. They replaced the thermostat and the **************** but did not replace the brand new LED bulb they burnt out. The unit is ~ 1 year old and was working great before they shorted everything. As they broke it I need them to replace it. I have called them 2x a week and everytime I call they have a new excuse as to why they have not replaced it. They broke it they need to buy it.

  Business response

  10/04/2023

  THE ORIGINAL CALL CAME IN ON 3/3/23 AND AMERICAN HOME SHIELD EXPEDITED THE REQUEST. WE TRIED TO GO OUT ON 3/17/23 TO REPLACE THE **** THE OUR **** HAD SHORTED. THE CUSTOMER REFUSED THIS **** AS HE THOUGHT IS WAS A LESSER VERSION. HE ASKED US TO GET THE ***** VERSION 4 THEN CALL AND GET RESCHEDULED TO REPLACE. THE **** THE CUSTOMER REQUESTED WAS OVER $600. WE GOT THE NEW **** AND INSTALLED IT ON 3/23/23 (WE GOT THE NEWER MODEL ***** 6). WE THEN GOT ANOTHER CALL ON 4/3/23 WITH CUSTOMER STATING THAT THE HEAT SENSOR NEEDS TO BE REPLACED. FOUND THAT THE DRAIN HAD PVC SHAVINGS THAT BLOCKED THE DRAIN PORT. THEN WE RECEIVED ANOTHER CALL ON 5/18/23 THAT THE HALO *** PURIFIER NEEDS TO BE WORKED ON. THE **** FOUND THAT THE TRANSFORMER BURNT OUT. AND **** IS NOT WORKING. ON 9/11/23 WE REPLACED THE *** PURIFIER WITH **** AND WHEN **** LEFT ON 9/11/23 EVERYTHING WAS OPERATING NORMALLY.

• Initial Complaint

  05/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In July of 2022, Air Control heating and AC came to our house to ***** a problem with our AC unit. After finding the problem, they told us we needed a brand new heat pump and AC unit. We paid to have both installed. Within a month of the install we had issues. It has been 10 months since the new units were installed and we have had over 7 repair visits because of issues with the new units. At one point we had to wait 7 weeks to get cold air because they kept pushing out appointment out or the tech would call in sick etc. The dispatch lady, *****, has been incredibly helpful throughout the entire process and has fought for our claim with the owner. The owner is the main problem in all of this and arguably one of the worst business owners in Spokane. He has not addressed our concerns, responded to messages and calls, and even their employees have told us that he is dodging our calls trying to wait until our warranty expires. We have kept documented notes of the entire process and even though we are still under warranty, we have not been told that they will replace the unit if they can't fix it. I have passed messages along to the owner that we will be filing a complaint with the BBB and hiring an attorney to file a breach of warranty suit against the company, and the owner still won't respond.

  Business response

  07/17/2023

  Dear BBB: 
  
  This is in response to BBB complaint #********** our customer *********************** of ********************** WA.
  
  I spoke to ************************* of Spokane ** this morning, and ironically this is the first time of I have spoken with *********  Normally this sort of problem is dealt with by the ***************** Mgr., but as that person was in the process of leaving the company, the complaint was not handled as promptly as I would have liked.  However, I am happy to report that the problems is now resolved to everyones satisfaction. 
  
  Sincerely,
  
  ***************************
  

  
  

*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. ↩