AA Service and Repair - North Florida AC

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

Company's response below:
Response to Complaint:
This customer has made a long list of demands we cannot accept.  All arguments aside, AA Service would be willing to consider some sort of monetary refund in exchange for a signed confidentiality, release of liability and hold harmless...

agreement.  What we will need in order to make an offer would be legible copies of the following:
1. [redacted] paid receipt for line set diagnosis and replacement 
2.  Paid receipt for portable air conditioning unit
Would you be able to contact Mr. [redacted] and have him provide this documentation?
[redacted]

Complaint: [redacted]
I am rejecting this response because:  Additional Background on my poor experiences with the AA
Service and Repair company via the [redacted] Ad.
On December 22-23, 2014, the AA company made service calls to perform diagnostics and maintenance on my 3 yr old air conditioner. 
The A/C worked but the temperature would rise in the afternoon to about
78 degrees with the thermostat set on 73. 
I was told that my A/C was low on Freon due to leak in system.  I was told that to repair the leak in my A/C,
I would need to have my connection from the garage to outside A/C unit replaced
including adding Freon for a cost of $1995. 
Since this was first time dealing with this company, I accepted their
analysis and agreed to pay them for repair of my A/C.
In June 2017, I again contacted the company for maintenance
on my A/C unit and check the level of Freon since my unit was not cooling well
in the afternoons.  I was told that all
my readings were good but the unit still failed to cool properly.  After submitting a verbal complaint via phone
with the company, a technical [redacted] came out to my home on July 7, 2017 and
told me the Freon level was low and that I needed to pay $499 for an A/C leak
test and $599 to repair my leak.  I
declined the repair choices having recalled the previous repair where I
received a similar estimate for repairing my A/C with the same issues.
Based on the above experiences, I believe this company
provides fake estimates to its customers with a high leak repair cost to fix
leaks in the A/C that do not exist.  I believe
that this is a SCAM that causes
health risks to other [redacted] people like myself that suffer from [redacted] and
[redacted].  I was forced to live without
proper A/C due to the failure of this company to just add Freon to fix the problem.  I called [redacted] A/C company on July 7, 2017 to
repair my A/C and they responded the very next day and just added Freon to
completely fix my A/C that is still working today.
Regards,
[redacted]

Company's response below and  copy attached.
From: [redacted]>Date: Wed, May 13, 2015 at 10:48 AMSubject: RE: [redacted]
I have issued $100% refund of service fee.  I have attached proof of the credit on her credit card. ...

Unfortunately the customer had her ductwork destroyed by animals and we do not offer ductwork replacement as a service during the March through November seasons due to temperatures in the attic.
 
Thank you,
[redacted]

I am rejecting this response because: Because this is total lie . IDid refuse not writing neither did I sign anything Stating that I did.I was told that Jeremy s no longer work for them company they need to provide me in  a copy of theAlleged document I so called signed. To verify my signatureBecause the invoice I received did not state so. This company ads are misleading and their service agents and disparity are terrible ans should not be trusted. Not one has any attempt toCall me back..[redacted]
Regards,
[redacted]

I am very sorry for the confusion.  It is a fact that we purchased the assets of [redacted].  That company is no longer in business.  The advertisement was published by the company while it was still in operation.  AA Service and Repair cannot honor that coupon as it is...

not a service we are able to offer for that price.  We apologize for any inconvenience this has caused you.  As you are aware, we did not charge you to visit your home and therefore also lost valuable time and money on this misunderstanding.  Within a few months, all of the advertisements that were purchased by [redacted] will be gone as they are no loknger in operation.

Complaint: [redacted]
I am rejecting this response because: there is not a risk to life on the roof of my condo. There is not a hazardous situation as described by the business. This response was provided in an attempt to wash there hands of the situation. The company also offered a 1 year service agreement with the service provided. If there was a risk to life to perform Maintenence why would the company voluntarily accept to put them self in harms way in the future? This company is terrible and if you read any reviews of the company online, which I should have done prior to hiring them, you will see that they do sub-par service, routenely overcharge, and have many unhappy prior customers.
Regards,
[redacted]

I am rejecting this response because:Thank you for the opportunity to respond.  When this complaint came in we already had a scheduled appointment to go to this customer’s home and replace her thermostat with an upgraded model for no additional charge.  I was waiting to see the result of that visit prior to responding.  As far as my company’s customer service goes I will just list the things we have done for this customer at no charge.8/22 Quoted 15SEER Carrier unit - This unit was not quoted for free. The original request for the quote was made when the serviceman came out to fix an issue on my old unit that I was charged $310.00 to repair. I never received the quote so he came out to check the unit again when it broke just a few weeks later and provided the quote. I notice you do not list the original service call on your list, you just start at the second visit. 8/23 Found that the 15SEER unit was not available and upgraded the customer to 16SEER unit at no additional charge- This was done due to the fact that I was told, by your company, that the unit could be installed that weekend, and then was later told that you would not provide any type of method to help cool any part of my house and would not be able to install the unit until the following Tuesday. 8/26 Installed 16SEER unit and provided antibacterial duct fogging and service agreement at no charge - If this was at no charge than I paid a rather large bill for nothing. 9/15 6:30pm Diagnosed and found bad TXV in the new system 9/18 9:07pm installed replacement TXV - Notice this is another 3 days I was left without A/C after purchasing a brand new unit. 10/8 5:36pm returned on service call and made minor adjustments found no real problem suspected intermittent problem that was not occurring at time of service -The entire interior unit was frozen up, but the serviceman could not find the source of the issue. He simply responded to call back and ask for [redacted] if it happens again because he wasn't sure what else to do. 10/11 Found and repaired minor wiring problem  - This is when I actually received [redacted] and he was able to fix the problem. 11/11 Found no problems  - This was a call to put the outside unit back together that was pulled apart the month before when [redacted] originally thought it was a part on the unit and later discovered that it was a wiring issue. That is correct it took a month. 1/11 Received Revdex.com complaint but found that we already had an appointment scheduled with the customer so waited to respond to see result of visit - The appointment was not scheduled until after the complaint was filed. 1/16 replaced basic thermostat provided at time of install with upgraded programmable model at no charge - I paid for the thermostat as part of the package when it was originally installed. The "upgraded" thermostat was replaced due to providing a defective product. I have attached a copy of the purchase contract which states prices paid as well as warranty and service agreement provided.  My company has not only upheld the terms of the warranty agreement, we have gone above and beyond providing service appointments after business hours at the customer’s request for no charge and offering no charge upgrades in order to satisfy her. - According to your servicemen you do not charge extra and offer to work with your customer's schedules. That is originally why I chose your company. That means that it is not going above and beyond, but something you simply promise your customers. I cannot promise that any manufacturers’ product will be free of defects or failures, but I can make it right by my company and the customer as I have done here.  I also cannot promise that our employees will not make mistakes because they are human and we all make them.  I can promise that if my employees make mistakes, we will make it right as we have done here. I find it a convenient story that you cannot promise that manufacturer's products will not have defects and both the new A/C unit and the thermostat had issues. I also thing that you believe, as a businessman, that 5 months is an acceptable time frame for installing a new a/c unit that is working properly. You completely disregard the fact that during the weeks that my unit was not working I had to purchase a portable a/c unit, you also disregard the fact that the first two times I had to meet your servicemen I had to take 3 hours off of work each time to be at the house waiting for them, and you disregard the fact that my utility bill was ridiculously high when the unit and then they thermostat were not running properly. You also did not mention that you also received another sale based off of a recommendation that I provided. My complaint is not with the customer service girl I spoke with on the phone, she was quite friendly. My complaint is not with your serviceman [redacted], he seems to be the only one on your team that cared to try and fix any issues I might have. If you believe that you are providing top customer service as a whole maybe you should look at the simple fact that it took almost a month for you to respond to this complaint. 
Regards,
[redacted]

Revdex.com:
I have...

reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  The company technician gave me the number to phone for [redacted].  This I have done and one of their specialist company technician's is coming tomorrow 8th January, 2015.
Will have to wait and see what happens and hopefully this will be rectified.
After talking to you on the phone this afternoon, 7th January, 2015, I see their is not much anyone can do. 
 
Regards,
 
[redacted]

Company's response below with attachment:From: [redacted]>Date: Wed, Jul 29, 2015 at 1:59 PMSubject: RE: [redacted]To: [redacted]I did not respond to the complaint due to the fact that we had a...

scheduled appointment with the customer at the time the complaint came in.  I have attached the signed invoice dated 6/29/2015.  I believe we have resolved all outstanding issues with this customer.  I expected that the customer would withdraw their complaint once we had corrected all issues. [redacted]

Please accept our apologies that you we did not satisfy you or your air conditioning needs.  At this time, we forgive the $125 trip charge fee and you owe us nothing.

We have contacted this customer and she agrees that she is in breach of contract and has agreed to pay $300.50 in costs associated with this contract.  In exchange for the customer cancelling her Revdex.com complaint we will cancel the contract and we have refunded $2149.50 to her credit...

card.  This is the difference from the $2450 she paid when she executed the contract and the $300.50 in costs she agreed to pay.

AA Service sent a manager out on 8/15.  Found a low voltage eletrical problem still existing.  Performed a repair for no charge as a courtesy.  Unit is now operational.
 
We recommend complete low voltage contol wire replacement if further issues develop.

I have added a picture of the hazardous rooftop situation that our technician was in when he performed the work.  In all instances (except for special hazards where we only want to take that risk once) we quote pricing prior to making repairs.  In this instance due to rooftop hazardous...

location the technician performed the repair at once and figured the risk to the business was better than the risk to his life.  No refund is due.  That is the price for this service.

This customer should contact the manufacturer.  There is no mechanical failure to this system.  [redacted] is the manufacturer and can be contacted at ###-###-####.  Their address is: [redacted] Consumer Relations, 20 Corporate [redacted].

Complaint: [redacted]
I am rejecting this response because:   The AA business response is not the industry standard for repairing an A/C that is low on freon.  A simple fix is to add freon since it evaporates very slowly over time and needs to be recharged based on my extensive experience with this subject over 50 years.  My explanation concerning AA business practices was described in my previous background with attachments submitted on July 20, 2017.
Regards,
[redacted]

The gauge information provided was uploaded by our technician while on site 7/28/2017 at 10:25am.  Any air conditioning technician can take one glance at these readings and tell you that your system is low on R-22 refrigerant and will not properly cool your home.  This is a fact.  The $89 you paid is not worth the argument, its just the principle that you think you can complain and get a refund.  I will not be giving you a refund.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted] * [redacted]

We are all aware that the system was low on refrigerant.  Charging a system that is low on refrigerant will be a temporary solution as the system cannot become low without the existence of a leak.  At AA Service it is not considered an acceptable practice to add refrigerant to a leaking system without determining the source of the leak and making a repair to that leak.  That would be like you taking your car to a tire shop with a leaking, visibly low left front tire and they add air, charge you for it and call it fixed.  You and I both know that within a short period of time that tire will be visibly low on air again.

Customer called us to let us know that the system was not working again on 6/5/17 at 3:51pm.  We dispatched a manager to go out and determine what the problem was and resolve on 6/5/17 at 4:59pm.  The manager was able to perform a temporary fix to the customer's condensate drain pump to...

resolve the issue as well as quote the customer to replace the faulty pump which the customer refused and said he would replace it himself. On 6/5/17 at 5:54pm the manager left the customer's home with the unit operational.  I believe the complaint has been resolved to the customer's satisfaction.