20/20 Air Mechanical Corp.

Our technicians are licensed to do their job and if you as a homeowner feel differently that is your right but you are not licensed.  The fee was a trip charge.  No work was performed as the unit was not installed to code and can not and will not be worked on. Y our company.

[redacted] called us in 2015 to tell us that he wanted a second opinion on repairing his system instead of replacing his system as another company advised him to do.  We offered to quote him a price to replace the entire system at that time but he was adamant that he only wanted to...

repair due to the cost.  At that time did find a leak in the coil and gave him a price to repair it.  The system worked for the remainder of the summer.  This year we came to his home to do his maintenance and found the system pressures to be low.  He has various options of repairs to do but screamed at the tech and told him to fix it all for free.  We contacted him the following day to follow up and again were told that we had to do it for free or the difference of the replacement cost from a year ago from another company.  We gave him his options again of which none are for free and are with our pricing, not another company that a year ago he did not like.  If the coil is involved in a leak it would be warrantied.  If there are other issues which we have noted there will be a charge.  He did not want to continue working with us.  At this time the coil is still under warranty. We can not offer any work for free.    This is a consumer attempting to bash a company due to his decisions and get something for free.  We stand up for the quality of our work and customer service.

Complaint: [redacted]
I am rejecting this response because:
20/20 Air Mechanical fails to address the fact that when the prices were provided the service technician expressed that it was going to take quite a while to resolve, which it did not. Further, he never informed me that the parts were relatively inexpensive either. If he was as experienced as they present, he would have know the amount of time that it would take to repair the unit. Regardless of their attempt to explain away their price gouging scam, it is still simply that-price gouging. To say that it is okay for them to overcharge me just because I was satisfied that it was working does not excuse their unethical practices. If I had a flat tire repaired on my car I would be happy that it was repaired, but that wouldn't give the auto mechanic the right to bill be $650 for the repair. 
My first call to 20/20 on 6/1/16 was answered by a customer service representative who said that she'd have the office manager call me back. Elisa, the office manager didn't call me back, so I called the next day. She said she would have Dale call me back and he never did. I had to call him again as well. 
 
 
 
 
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: To use 2020s example a good ethical mechanic would not replace just one tire knowing that the car would not work properly still having two flat tires.My problem with this company was that I originally believed that doing the options we chose which was more than one,would work.We had the maintenance done,condenser cleaned and replaced the capacitor.As I stated before,I am willing to pay for work that was provided to deem unit useless but still feel work was done knowing the unit would still fail.
Sincerely,
[redacted]

Honesty is
the best policy and we have documented the calls and dates and the system is
out of warranty for Labor only.
The
signatures were only to approve us doing the initial work of beginning the
maintenance at which time he found the following: dirty coils, dirty filter and
seized compressor. This is a mechanical piece of equipment. Maintenance and
repairs are needed from time to time. There is a warranty on the compressor for
5 years through the manufacturer. The only warranty that has lapsed is the
labor warranty.
This
customer is upset because THEY CHOSE to schedule their maintenance after the warranty
date as it had been working in May.
Our
company policy is to uphold all warranties. We also offered her an additional
10% off for the labor.

Complaint: [redacted]
I am rejecting this response because:
You can attempt to explain your billing gimmick all you'd like, but the fact is there can be no justification for charging $688 for a 1 1/4 hour service visit with +/- $25 in parts used. I signed off on the work based on the technicians estimation that it was going to take quite a while to resolve the issue and not just a half hour.  I do not know the cost of A/C parts, so could only assume that you would charge a fair and reasonable markup. Your serviceman was misleading and I was wrong to trust that you operate within guidelines that are"fair and reasonable".  There are many other complaints posted on the internet making similar claims, so my allegations are not without support. 
Sincerely,
[redacted]

I am sorry that you feel this way but we can not require or force a customer to do anything. It is our policy to make recommendation. There were multiple issues that were explained and discussed with the technician. It is our job to diagnose not force someone to do any repairs. That is the decision of the homeowner. If you do limited repairs it will fix each issue not all. At this time we feel that we gave all options for this customer as well as coming back and completing the rest of them.

I was very pleased with the overall service performed by our technician Sean B. He was courteous, professional, very knowledgable about the air conditioning system, reviewed each step of the service he planned to implement and provided a summary of his work at the end asking if we had any questions.

Customer was presented prices prior to work being completed.  He could have only paid $69 for our diagnostics and we would have left.  He chose to have the work completed.  He agreed to the work prior to it being done and also signed that the work was completed successfully. ...

All of our pricing in up front and flat rate.  Our customer service and services are reflected in our workmanship, hiring and accessibility to our office.This work was a choice prior to work being completed. 
Thank you

When we were at the home the Air Handler was on and the thermostat was set to cool.  It could have been turned off in the meantime but there were numerous issues with the system one of which was a compressor.  At this time we can no longer address this issue or service this customer as...

the stories are not consistent and she has threatened us.  There will be no refund at this time as we did not charge her anything when we came out.  We wish her the best with her unit and her repair company

To Whom it May Concern:     When we arrived at Mr. [redacted] home on 8/19 we found the system working marginally.  We offered 6 reccomendations to get the system up and running.    Mr. [redacted] chose to do ONE of the items.  This did not completely fix...

the system so he called us back the next day to do another item which did not completely fix the problem either.  The technician bundled many of the repairs for a discounted price and explained that he bundled them as they all needed to be done in order to get the system running properly.  He chose to bandaid the system which did not work.  If you have 3 flat tires and only replace 1 you still have two flats and the car will roll but not well.  At thsi time we will not be refunding any money as the work has been done and approved.Thank you

Sean arrived promptly at the appointed time and began his servicing of our air-conditioning system. After completing his review of our system he clearly explained what additional services our system needed and after pricing them out for us carried out all the needed maintenance. Sean was very professional in his conduct and his work.

Great company . With excellent customer service . We were very happy with William who showed up to fix the problem he is extremely knowledgeable and took care of the problem right away.

Aaron did a great job and was very friendly and professional. No mess was left for me to clean up. I have used, and will use 20/20 Air for all future HVAC/Plumbing services in my home.

We were in need of a new system (air handler and condenser). Our old one kept freezing and was very,very old and did not run efficiently. We called and made an appointment and Dale came out and looked at our unit and was very informative and helpful with making our decision on which unit would work for our needs. James and Chris came and installed our new system they did a great job removing and reinstalling the new units and were very professional,informative,courteous and neat. We would highly recommend 20/20 to our family and friends.

Review: We purchased and installed a brand new [redacted] unit from 20/20 Air, installed 6/4/13. When we had service on 6/8/15 they told us the whole unit was not working and would need to be replaced. They would not honor our 2 yr service plan since our appointment was 4 days past that date. When making the appointment they surely new about the contract date but conveniently did not mention. Furthermore, they forced me to sign off on air conditioning service that could not be performed because obviously the unit did not work and even the basic cleaning of electronic air filter was not done (curiously it was done the year before but technician said he never does that as part of service he only cleans the metal filter.) In addition, to cancel your maintenance agreement they will not take a faxed or scanned cancellation. Must be sent by mail. I spoke with [redacted] and [redacted] and they both said this is a common practice/ complaint of businesses that are not consumer friendly and want to get as much out of consumers as possible and do like to deal with businesses like 20/20 Air.

In addition, the technician left the water running all day outside (from about 9:30 am to 5:50 pm when I discovered it and called 20/20 Air). The water seeped into the basement.Desired Settlement: Either finish the job and install the new compressor covering labor costs or provide compensation for installation from another installer.

Reimburse for Air Maintenance not completed.

Business

Response:

To Whom it may concern:This customer was contacted on 3/30/2015 to schedule her spring maintenance. We offered her an apt on 4/1/2015 between 9-12 which she declined and emphatically told us she was not scheduling until June. We explained that it does get busy and we would like to book her ASAP. She called back later that day to confirm that she indeed did not want to do the maintenance until 6/8/2015 between 8-10. We confirmed at that time that there were no issues with the unit that she was aware of an DID want to wait until 6/8.On 6/8 we completed her maintenance which is prepaid. We found that the compressor was bad and needed to be replaced under parts warrenty but that she was out of labor warrenty. We did extend her a 10% discount off of the labor repairs. Mrs. declined all work, hung up on the office when discussing and told our tech to leave. As of today we have cancelled her maintenance agreement per her request and will no longer be able to servivice her as she has threatened to call the police. We do understand that it is upsetting when something falls outside of a warrenty but we must follow the company policies and we did attempt to offer her maintenance prior to her warrenty date. Sincerly [redacted]Owner

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Review: I hired 20/20 Air to perform an annual service and cleaning of my boiler system and hot water heater in December 2013. Today, March 13, 2014, I had an energy audit performed by Competitive Resources. The audit informed me that that main pipe to the boiler system needed cleaning and the hot water heater failed both the spillage test and the draft test. I called 20/20 Air, and asked them to send a technician to perform the cleaning. I asked that they send a different technician. They informed me that they could send someone else but it would be a charge. They indicated that they needed to know: 1. the issue was not due to installation (I informed them that cleaning, which they were paid to do has nothing to do with the installation). 2.) They wanted paperwork from the town proving that the units were an issue. I think this is unreasonable and poor service to have a unit fail a spillage test and a draft test immediately after a service appt. This company should be fined and required to reimburse me for my service fee and maintenance contract fees as a result of this. I would like to stress that this negligence is adversely affecting the air quality in my home.Desired Settlement: I think this is unreasonable and poor service to have a unit fail a spillage test and a draft test immediately after a service appt. This company should be fined and required to reimburse me for my service fee and maintenance contract fees as a result of this. I would like to stress that this negligence is adversely affecting the air quality in my home.

Business

Response:

To Whom It May Concern;

On 12/28/2013 we were at Mr.s Grisby's home and did a clean and check of her system at which time we did address some options with her regarding code and safety issues. She was not interested in moving forward with any of the work.

Since that date our office has been in touch with her numerous time regarding other quotes that she had requested from us. At no time did she mention any issues with her system or questions regarding her last service. On 3/13/2014, two and one half months later she called wanting us to send another tech for free. We explained that we can not send someone for free to her home. We did ask that if she had something in writting from the other company we might be able to help her more and see what we could explain. Our warrenty for service is 30days. We always want the customer to be happy and if there was something we did wrong or missed we would be glad to send someone out. Our policy as she was explained that even at 2.5 months later we would be willing to send someone out to look at the situation and review the paperwork with her for our diagnostic/travel fee. If it was our error it would be waived, if not she would be charged. She declined, demanded it be free and hung up on us.

12/28/13 - $99 clean and check of system-reccomendation declined at that time (code and safety issues)

3/13/14 - called to demand a free visit based on new information from another company that we are unable to verify.

Thank you! Please let us know if you need any additional information.

Jennifer Friedly

Review: 20/20 AIR INSTALLED THE UNIT IN JUNE OF 2012 ONE YEAR LATER THEY CHECKED THE UNIT IN MAY OF 2013 AND IT WAS FINE. A YEAR AFTER THAT THE UNIT STOPPED WORKING CORRECTLY.WHEN I CALLED I WAS TOLD IT WOULD BE A BIT BEFORE THEY COULD COME AND I HAD TO CALL BACK AND ASK THEY TRY TO COME SOONER, SINCE MY HUSBAND SUFFERS TERRIBLY FROM COPD AND CAN'T BE IN THE HOUSE WITHOUT AC THEY CAME OUT ON 7/10 TO SERVICE THE UNIT TOLD US THAT THE UNIT HAD TO BE TAKEN OUT TO SERVICE AND THEY TOOK THE UNIT APART AND THAT THEY WOULD RETURN THE FOLLOWING MONDAY, THE 14TH TO REPAIR. I SIGNED THE SERVICE AGREEMENT AND GAVE THEM HALF THE PRICE. THE TOTAL THAT WAS GOING TO BE DUE WAS $545.00 AND I GAVE THEM $272.50, ON A CREDIT CARD. THEY SAID THAT THIS WAS MANDATORY. I WAS UPSET OVER THE COST AND WAS RUDE TO THE OFFICE PERSONNEL. THE CUSTOMER SERVICE MANAGER CALLED AND SAID THEY DID NOT WANT TO SERVICE MY AC AND TO FIND SOMEONE ELSE TO REPAIR. SAID THE WARRANTY HAD EXPIRED ONE WEEK PRIOR. NOT TRUE COMPETENT SERVICE COMPANY. I CALLED [redacted] AND THEY TOLD ME THAT MY WARRANTY DID NOT EXPIRE!!!!! 20/20 WAS NOT GOING TO BE ABLE TO DO THE REPAIR. I WAS ABLE TO FIND AN AWESOME COMPANY THAT DID THE REPAIR FOR A THIRD OF THE COST. THE COMPANY THAT CAME OUT NOT ONLY DID THE REPAIR, THE MEN THAT CAME OUT COULD NOT HAVE BEEN ANY NICER. WHEN 20/20 INSTALLED THE UNIT, THEY INSTALLED IT AND LEFT.THEY NEVER TOLD US HOW TO USE IT, THEY DIDN'T LEAVE US WITH AN INSTRUCTION BOOKLET, NOTHING..BUT THEY DID ASK THAT WE GO ONLINE AND GIVE THEM A RAVING REVIEW, WHICH NOW WE REGRET!! THE REPAIRMAN THAT THEY SENT TO MY HOME FROM 20/20 ASKED US IF WE COOKED IN THE HOUSE BECAUSE THAT CAN CAUSE THE UNIT TO STOP WORKING. THE LAST TIME WE CHECKED, NORMALLY PEOPLE DO COOK IN THEIR HOMES. THE SYSTEM WAS LEFT TAKEN APART BY 20/20...WE FOUND SOMEONE TO REPAIR IT, THEY CAME, REPAIRED IT AND IT IS WORKING BEAUTIFULLY! HAD IT FIXED FOR A THIRD OF THE COST AND HAD A WARRANTY THAT DIDN'T EXPIRE..LIED TO..NO WONDER I GOT UPSET!Desired Settlement: I WANT THIS TO BE POSTED SOMEWHERE SO THAT OTHER PEOPLE ARE NOT ALLOWED TO BECOME VICTIM!

Business

Response:

[redacted] installed her system on 6/30/2012, she had maintenance done on 5/7/2013, on 7/9/2014 she called in saying that the unit was not cooling enough. We offered her an apt on 7.16 as that was the first available we had for non-maintenance customers. At this time she began to screem and yell at our customer service reps. We did tell her we would add her to our cancellation list if she would like. We called her the next day as we did have a cancellation and moved her up to 7/10/2014. We arrived at her home to find out that she needed to have the blower assembly cleaned. We collected a deposit and scheduled a return call for Monday the 14th as it was an involved process that we could not do that day. WE NEVER took the unit from the home nor would be have to.

While the tech was at her home she was incredibly rude to him, screemed at our office staff and called the salesman a liar. I then decided that this was not a customer that we wanted to service. I will not accept any customer berating my employees and treating them poorly. They were all doing a wonderful job attempting to keep her happy. We did install this unit and it was not a mechanical issue but a maintenance issue. The motor needed to be cleaned due to grease and dirt build up.

Her system was underwarrenty but her labor was not therefore I suggested that since she was so unhappy with us that she should have another company service her. I also cancelled her apt for Monday and did not collect any monies from her.

Later that evening her son called on behalf of her an appilogized for how rude his mother was and then proceeded to tell me that we were too expensive and did not understand why this needed to be done. At that time I said once again you and your family do not seem to approve of our services or priceing and I think you should find someone else. At that time he threatened legal actions. I thanked him for his call and asked him to call another provider.

This is a customer who did not want to pay for services at all and wanted it to be ok to treat others terribly. We will not be serviceing this customer

20/20 Air

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

On 7/9, I did not "scream' at anyone when I called for service. In fact, when I called, the young woman that I spoke to, couldn't have been more helpful! I was

told I had to wait a week for service. I was upset and explained that

my 77 year old husband has COPD and needs the AC. The young lady agreed

to put me on a cancellation list. This unit was only 2 years old and

cost almost 4000 dollars. I was very pleased when she called and told me they would be able to come sooner.

On 7/10 the tech arrived. He looked at

the unit and did not have a clue as to what was wrong with it. After

many texts and phone calls he said the blower motor was covered in

mold...NOT GREASE and DIRT. He did ask if I did any cooking???? I did

not 'scream" at him but kept asking him for a repair cost. After more

than an hour, he came up with a total of 545.00. and a 3 day wait. They

never took the unit but did say they would have to take it down and

clean it on the driveway. Unit was left unusable for 3 days.

They did not collect a deposit..they DEMANDED one half of the estimated cost up front. a credit card..no checks.

A

competent service company confirmed mold on blower motor. NO Unit had to

be removed and cleaned. The cost was one-half of 20/20's estimate and

they billed me for the service, never asking for ANY deposit.

20/20's professionalism ended with them putting booties over their shoes every time they entered the house.

If my son apologized, it was only to get service restored, and to check the warranty service.

Sincerely,

Review: 20/20 air guarantees 24 hour emergency service for their maintenance contract customers, which I am. They stood me up twice this week, (twice!) and then told me they can't come out until July 9--11 DAYS FROM NOW!! When I reminded them of my contract,they said that was "the best that they could do".

Desired Settlement: DesiredSettlementID: No settlement requested - for

I will be getting a new company to service my air conditioning.

Business

Response:

Business Response /* (1000, 9, 2013/07/22) */

Mrs [redacted] called on 6/27 and made an apt for 6/28 between 12-4. We called her at 2 to tell her that it would be closer to 4. At that time she told us that she had to take her son to the doctors and that would not work and to cancel the apt. She called back late on friday looking for another apt. We offered her Tuesday but she did not want to book it yet. She did not call us back until tuesday to say she indeed did want the apt. At this time the apt was no longer availavle so we offer her July 9th the following tuesday. She was not a maintenance customer as she stated and had not been since 2011. She then canceled her apt on the 9th.

Review: We call because our central a/c unit was not working properly but did work.The first tech came out ,assessed the unit and came up with some different options.The first being to replace the whole unit and two other options a little less expensive.I assumed any of the options would work.We selected(tech and I)options from the list totaling $661.92 It seemed to work.The tech left without checking to see if unit was cooling.He left,I left and unit stopped working shortly there after.I called back and they came out the next day and I was told to replace the capacitor and clean unit,which I payed for them to do.The tech that day asked me if I wanted to replace the motor and my response was why if it's working.His response was well we don't know if it was damaged when the fan stopped yesterday.I asked shouldn't we turn it on and see first.Motor started ran fine,he charged $924.18.He left twenty minutes later the unit died.Total bill for non working unit $1586.10.Idon't have an issue for paying for the part installed but I do for the outlandish amount charged for what I believe to work done on a unit they knew couldn't be fixed.I would not allow them to my residence when they wanted to send a salesperson out to give my a price on a whole new unit.Desired Settlement: I feel a fair outcome would be a fifty percent reduction in the price.

Business

Response:

To Whom it May Concern: When we arrived at Mr. [redacted] home on 8/19 we found the system working marginally. We offered 6 reccomendations to get the system up and running. Mr. [redacted] chose to do ONE of the items. This did not completely fix the system so he called us back the next day to do another item which did not completely fix the problem either. The technician bundled many of the repairs for a discounted price and explained that he bundled them as they all needed to be done in order to get the system running properly. He chose to bandaid the system which did not work. If you have 3 flat tires and only replace 1 you still have two flats and the car will roll but not well. At thsi time we will not be refunding any money as the work has been done and approved.Thank you

Consumer

Response:

Review: [redacted]

I am rejecting this response because: To use 2020s example a good ethical mechanic would not replace just one tire knowing that the car would not work properly still having two flat tires.My problem with this company was that I originally believed that doing the options we chose which was more than one,would work.We had the maintenance done,condenser cleaned and replaced the capacitor.As I stated before,I am willing to pay for work that was provided to deem unit useless but still feel work was done knowing the unit would still fail.

Sincerely,

Consumer

Response:

Review: [redacted]

I am rejecting this response because: as I have stated before we were offered 3 options.It was our belief that if we chose to do certain things and techs agreed that performing the work would fix the issues.We chose to replace the capacitor,clean the condenser,do the a/c clean and check and fill the refrigerant.If they knew this wouldn't work why did they do the job?As I have said before I am willing to pay for some work performed in good faith,I believe we were taken advantage of on a warm day. To use their example,an ethical mechanic would not replace just one flat tire knowing full well and good the car is not going to work while still having two more flats.Knowing what I know now no work should have been done.

Sincerely,