3 N 1 Heating and A/C

Final Consumer Response / [redacted] (2000, 6, 2015/08/11) */ After technicians and appointments, my air conditioning is FINALLY fixedI still will not ever use this company nor will I have my insurance call them back outI will not recommend this company to anyone

Initial Business Response /* (1000, 5, 2015/06/27) */
I am sorry ***'s you have been transferredLet me explain: when our technician says he needs to get approval he is following all AHS protocolsWhen he collected the 75$ that is AHS feeWhether you paid us or not you would of had to pay
itIf not us AHS would have billed youThe reason for the transfer is your husband threatened physical harm to our technition and followed him to his vehicle and continued to harass yell cuss and scream at himIf you would like I will call now and file a harassment suit against himIf you keep complaining or keep calling our office harassing us I will call the police department and have restraining order put against your entire house and everybody in itYou are never going to be a customer of ours so leave us alone

Initial Business Response /* (1000, 6, 2015/10/05) */
We will once again explain how AHS worksWe do not work for AHS, but handle their HVAC clients for them, when dealing with an AHS client there are protocells we will fallow no exceptions for anyoneWe go out, if we carry a part on truck we fix
it thenWe are only allowed to fix what is broken at time of visit-NOT what will possibly brake soon, thus causing recalls on the parts that could break, that we cannot touch until fully brokeIf the part is something we do not carry, we then have to call it in and sometimes must call in before repairs can happenWe do not have a fast call in number, we wait on hold just like their customersYou were in need of a unitThis requires Home shield to order the partWe will call it in and then it's up to them to submit the order from whoever they order it throughWe will call the part/unit in and have no clue when we will receive the unit, but I can assure you it DOSE NOT TAKE 2-daysIt takes 2-weeks-most of the time, if not longerThey order the unit from whomever they wish, send it to us or a local whole sale house, once we have the part/unit in had we call our Crain (if need be) and set up an appointment that they have available and then set up with our customer
You put in a request with AHS during our busiest time of the yearIf the supposed weeks was too long why didn't you call ahs for a new contractor? Maybe you did and no one else could go out due to being busy as well, there are other customers than yourselfWe take our orders and schedule in the order we receiveBeing that we are AHS top contractor for this area they use us the most, making us swamped in the summer timeWe do the best we can to handle ever customer as quickly as we can
Yes we did have a tech in an auto accident on the -"thanks" for asking if he was okay, I am glad to see your compassion and lack or regard to human lifeWe have several employees and cannot control when their life emergencies interfere with workI am sorry you were one of a few who had to deal with the rescheduling of an employee having a personal emergence and another being involved in a potential life threatening accidentOn one of these days you say "no one showed", well you had the owner out and you were not thereI don't know maybe you steeped out back, went to the potty, whatever the reason you missed your appointments and missing for the owner doesn't make your word credibleWe cannot and will not wait for you to answer or come homeWe ring wait a few then knock, if no one answers then they leaveWe sent out our Service manager to do the measurementsSo please tell me why every tech we have sent out "missed" you, do they all have a vendetta?
All of our trucks are marked with a magnet on the driver and passenger doors, if the magnet had fallen off during your call all techs are labeled with a hat or shirt stating they are with 3N
The uncovered cost is a must payYou will get inspected, however the Hersh rater we use is the only one for this area and is backed upWe can't schedule until he says he is availableWhen he does we will set up an appointmentThis is mandatory for the cityYour unit works, you will get inspectedYou will not get a refund on this item nor anyThe job was completed and you will have the Hersh rater out when he can go then the city inspector
As for Yelp if you look there are also good reviews down below, for whatever reason they felt not to show themI have contacted their rep for our area and he can't even figure it outAfter trying to fix the problem it still remains unfixedWe are still in business because we do take care of our customers the best we can, but we also stand firm in knowing it is impossible to please everyoneSome people are just unreasonableAll those "bad" reviews are all AHS clients and we have serviced well over ahs customers since just 2015, so to have a handful of "bad" reviews isn't going to make me lose sleep at night
I am sorry you feel the way you do and please feel free to request a new company if you need any HVAC repairs
Initial Consumer Rebuttal /* (4200, 10, 2015/10/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As I explained, we have waited more than four months for the completion of this job, which includes the installation of an AC unit and the final inspectionSo, I guess this makes me "unreasonable"! If the Company would be more professional and return calls or keep customers appraised of what is happening, perhaps they would not receive all the negative comments they get, because my complaint is not the first oneWhen a company does NOT answer the phone or return calls to numerous messages left, the only thing one can think of is that they are being scammed! Today, I got a call from the Company with a date for that final inspection to be done October 22ndWe will see what happens between now and then
I just have a little advice for this CompanyDo not accept more jobs than you can handle, keep customers appraised of what is going on, and DON'T play the "technician went to your house and no one was there" game! I am sure if you follow these basic rules, you will start to get referrals
Final Business Response /* (4000, 8, 2015/10/06) */
This client is unreasonableThe unit works she has a new oneShe will be inspected but we don't employee them there for we are at the mercy of themNO refund or other comments will be made back to them from us

Initial Business Response /* (4000, 9, 2015/06/25) */
We like many other HVAC companies are extremely busy in the summer months with our massive call volume there is no way to answer every single call that comes in. We take names numbers and address down and call them back when we can. As far as...

patiently waiting you kept calling our office taking call time away from other clients about your swamp cooler when you have a unit working in your home. Other people are going without AC while you have one and yet we treated you like everyone else. We talked to you countless times and you were made well aware of what was going on. We kept informing you AHS orders all parts, we cannot and will not go pick up anything for an AHS client that is off our contracted parts list. You must wait like everyone else. AHS ships most parts and we have no idea where they come from or how long it will take. We tell AHS were to ship the parts they have been shipping them to BAKERSFIELD ca that is well over 2 hours away we are not contracted with anything in Bakersfield ca. They have been messing up the shipping location for several other clients and we have been trying to fix the problem. But problems do take time to solve when you don't realize they shipped it to Bakersfield when they were told Tulare. It takes time to get units ordered and in our hands. Our secretary's do not work in HVAC field and do not know parts or what they do, they just answer phones, make appointments and handle paper work, there for she would not know what your part was for just that the part wasn't at our shop. We have been in strict contact with AHS about your parts and you have an appointment. Trust me we want to be done with your home as much as you want it done.
Initial Consumer Rebuttal /* (4200, 14, 2015/07/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This company can say what they want about patience. The reason I kept calling was because they NEVER followed through when they promised to call. I never accused them of "avoiding" me. I simply said they were unreachable and never returned calls IF you could actually leave a message (normally the voicemail was full). I tried to get the order transferred to another vendor but AHS said we couldn't because 3n1 already ordered parts. BELIEVE ME I TRIED!! Once they finally DID come out and supposedly fix the part, the A/C unit sounded like a diesel motor! When my husband asked about the new rattling sound, the tech said, "Don't worry about it, that's normal." After the tech left, the A/C continued to make loud noises so we paid to have another company come out and take a look at it. As it turns out, 3n1 installed a motor that was too big for the unit and cut the shaft to try and make it fit. As a result, the motor was sitting too low in the unit and it was causing it to overheat and shut off the unit. They also bent the heck out of the fan blade. We called AHS and they sent out another company to not only fix the initial issue, but to fix what this company broke on top of it! 3n1 is being investigated by American Home Shield because they had the exact same issues with them that we had. They also have documentation of the entire process, as well as the confirmation that the repair was done incorrectly and required another company to come out and fix it correctly. 3n1 Heating and A/C is unresponsive, slow, and unprofessional. From people I have now spoken to in the community, their reputation as being such is the same no matter where you go. Thankfully, American Home Shield was able to contact another company and surprisingly they came out today to fix the problem. A 4-6 week time frame for repairs is apparently normal for 3n1, but not for anyone else.
Final Business Response /* (4000, 18, 2015/07/13) */
There is no desired resolution in their comments, nor is their any that can come of it, the job was completed well before this last complaint. All that is being done is taking time away form other clients to respond to he said she said stuff. The job is completed with AHS and we no longer have anything to do with this client.

Initial Business Response /* (1000, 5, 2015/06/22) */
On June 9, 2015 while preforming duct work to a new unit install one of our technicians slipped in the consumer's attic causing damage to the sheet rock that stood as a ceiling in the hall way. The technician immediately called into the office....

Upon hanging up the phone with our technician we instantly stopped all work in our office to attend to the situation. The secretary called a third party who agreed to call and set up an appointment with Mr. [redacted]'s residence. This was between the third party and Mr. [redacted] on when they scheduled their appointment and what happen as far as who missed what. As well as who came to actually do the fixing of the repair-all of our employees speck English and we do not employ who ever went to fix the sheet rock-he was with the third party. As we do not repair sheet work. However we kept in strict contact with our third party calling over 7 times to make sure they scheduled an appointment and were going to complete the job. We were informed they had set up an appointment by both the consumer and the third party. We were informed by the third party that the consumer missed the appointment, which we informed the third party to call the consumer and make sure and set up another appointment the consumer couldn't miss. They instead they scheduled another appointment and that they would even go out after 5pm so the consumer wouldn't have to miss work. We talked with the consumers every time they called and even initiating calls to make sure the job was getting done. If the voice box was full it was due to it being the weekend and we are out of our office and in an extremely busy time of year. The repair was made to the sheet rock by the third party and we hadn't heard anything stating otherwise or any complaints till this.
Initial Consumer Rebuttal /* (3000, 7, 2015/06/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The third party has taken care of the damage. Although this has been completed I disagree with the above statements. If all of the above had been completed behind the scenes, as a customer I was left in the dark despite multiple phone calls. My calls were sent to voicemail not only on weekends , but during business hours as well. As the company that had the mishap it was your responsibility to ensure all actions were taken instead of taking the word of a third-party that did not follow schedules set forth and lacked execution on multiple levels.
Final Business Response /* (4000, 9, 2015/06/27) */
I'm sorry you were contacted several times about your parts and the process AHS has. If you were not an AHS customer the middle man would be gone there for faster service. With AHS we have to fallow procedures like approvals. We get thousands of calls daily we do not have call waiting for a reason we do not have caller ID therefore we cannot purposely not answer your call so you will be sent directly to voicemail and we try our best to call as many people back as possible. We never got a voice mail from you we didn't call back. We were in strict communication with you especially once there was damage to your ceiling. The rest of the time there was no need for it because we were waiting for your part. You stated in your second response that the third-party has taking care of the damage then why did you complain in the first response that the damage wasn't taken care of when in fact the damage was taken care of before you made the first complaint? As far as taking just to third parties word we never got a message from you saying otherwise that he didn't complete the job and you right now just admitted that he completed the job so I do not see what the problem was with the job not being completed. We did our job by providing a licensed contractor to fix our problem.
Final Consumer Response /* (4200, 11, 2015/06/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
When I first made the complaint it was after a week with no resolution on the damage done. I was satisfied with the service up until the install as I understand that part needed to take time. It was after the accident when communication was lacking by your organization. Yes, the repairs have been done at this time and I'm not trying to state otherwise. My second complaint was with the way this was handled. As a customer I cannot accept "we receive tons of calls and cannot get to them all". I couldn't leave a voicemail because the system was full and wouldn't let me. When I talked with your receptionist I was advised multiple times I would be receiving a call that never came from your organization. I'm done with this and just want this to stand as an official complaint.

Final Consumer Response /* (2000, 6, 2015/08/11) */
After 8 technicians and 5 appointments, my air conditioning is FINALLY fixed. I still will not ever use this company nor will I have my insurance call them back out. I will not recommend this company to anyone.

Initial Business Response /* (1000, 5, 2016/01/11) */
Regarding [redacted] Address: [redacted] ct.
This is the property address we installed a new unit through First American Home Warranty. We installed this unit during the summer of 2015. We are hard to get ahold of like many other successful...

HVAC businesses, due to high call volumes. We only call back those who leave clear messages. We pulled all the proper papers and the city inspector signed off on all papers he was required with nothing further we needed to do. We even emailed Mr. [redacted] copies of such papers- when we do not need such. If the city is saying they don't have the papers the only suggestion is for the homeowner to take copy of email, we sent him to the city and handle it there. We have done all that is required and there is nothing further we can do.
[redacted] our secretary doesn't know anything because it isn't her job, she just answers phones and schedules appointments.
Initial Consumer Rebuttal /* (3000, 7, 2016/01/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
There's a few inaccuracies in that statement:
When I called, I always left very clear messages with my name as well as my number. I've dealt with many other AC companies (even during busy summer times) none have ever been as hard to get a hold of.
As far as the permit goes, when I received the letter from the City of Visalia stating I had an inactive permit that was 180 days old I called the AC company right away. I was told "they had a hard time getting ahold of them" so they put it on the back burner. Also, I did receive an email with the permit, but it was after calling 3N1 Heating 12-15 times (due to not answering). The important piece left out was that it was emailed over the day AFTER I contacted Revdex.com. The permit was emailed 1/6/16 at 07:49.
Lastly, after speaking with my tenant recently. I'm pretty concerned the quality of the AC install might not be very good. My tenant said the AC company left a big mess on their carpet, as well as sealed leaks with caulking. I'll be checking it out later this week when I have time to confirm.
After reading "Yelp" reviews, I'm not the only one with these complaints. 3N1 Heating has 15 reviews, ALL 1 stars where many people are warning others to stay clear.
Final Consumer Response /* (2000, 9, 2016/01/14) */