AAA Brothers Heating & Cooling

Sergey and David from AAA Brothers did an outstanding job installing our two heating systems They were careful, thorough and professional The installation looks wonderful and our heaters are great I have to compliment Igor, our sales contact for his insight into the best heating systems for our house This is a great team, and we would recommend them to anyone looking for a new heating system The township inspectors were very impressed and complimented the installation as well, so, great job everyone

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: To: [redacted] Dondero I am rejecting this response because, as some of ***'s statements are true, many of them are not I did not see a video as he stated he attached, but as you will see if he did that the space where the heater and the duct work are is not insulated This brings me to my exact point of the complaint Knowing that this was not insulated, why would they suggest a unit that they knew would not be a good fit for an uninsulated house Also, there is insulation in my walls, and there is also a room that they tried to tell me had poor insulation in, which I informed him that is not true because that room was recently framed and double insulated my ex and MYSELF, so I know what is in there How the other owner can say something is not insulated without actually opening it is beyond me I believe this is their way to take blame from them and put it on me Also, how [redacted] can say that it is not true what I stated about paying more for electric with his unit then I would with oil is beyond me also I don't remember showing him any electric or oil bills Yes, my parents are in the heating industry, but will simply deliver oil We do no service, nor do we work with heat pumps Why would we? We are in the heating oil business Yes, my mother inquired to an alternative for oil heat since the price was rising, trusting AAA Brother's recommendation Their recommendation was to install the heat pump ($4500) rather then fix the oil heater ($1500) When my mother asked about the reputation of heat pumps, she was assured that they were made better then they had been in the past and they were much more efficient So, yes, even though we are in the heating OIL business, she trusted their recommendation that they knew best for my house Like I stated before, she does not deal with heat pumps or anything other then oil, and we do not do any kind of service work Yes, AAA Brother's have come out when I called, and I got a different reason and explanation from each guy that came out They offered to upgrade the unit, but for a couple thousand more dollars Yes, they talked about insulation, but never once did I say I was going to I do not have the money to have the walls ripped down and have insulation put more insulation in Yes, I was angry when they came, because I had them out and have had more troubles with this unit then I have had with heat since I moved in in I did curse out of anger, but [redacted] is trying to make me look like I am this vulgar person, that screamed and cursed at them That is not the case I politely tried to ask them to leave my house(twice) Yes, my mom may have understood at that point what they were saying, but it doesn't mean that she was necessarily agreeing with them that this was a good decision and the best option for my house It was just her saying she was understanding what they were saying about how it works Also, it was just over years that they installed the unit The unit was itself was from 2010, so it sat for two years before it was installed(I don't know if that matters with these things) When the oil tank was removed I was left with no back up heat I don't know what [redacted] was speaking of when he said the heat was on I kept it at when I went out, and I can not keep leaving work to go home and turn it up for them When the unit recently broke, I opted to not have them do the work because of several reasons: 1) I do not trust them, and 2) They wanted to charge $400, but was told that [redacted] would speak with the office to see if they could get it to $150, but could not guarantee that I was under the impression that [redacted] was an owner, so I don't understand why he couldn't make the decision This brings me to another problem When the person came out to fix the blower (which took mins tops It is there right to charge what they want, but $for a min job?) I was informed that this is not even the right size unit for my house I was completely confused but what this repair man was saying, but something about the emergency heat was supposed to be my backup, AAA installed one size, when in actuality it should be a higher size or something I am sure I could get a written statement from him Also, his opinion was that the heat pump should not have been installed After the unit was installed I asked a friend if he could come look at it, and these were his exact words, " I do work on heat pumps but they are junk and shouldn't be installed in this region." I have talked to other service men, who also agree with that statement and also one that said that Goodman (which is what was installed) were junk, and the worst kind So it is not about what they offered me afterwards, it is what was installed to begin with, and that is a heating unit that should have never been installed in a poorly insulated houseNow knowing the insulation issue that [redacted] keeps speaking about, as a professional know this issue, the recommendation for a heat pump should not have been an optionI truly believe they saw a woman and her daughter and saw dollar signsThey convince my mother to install the unit, then come back and say that all this other stuff can be done to make it better and put more money in their pocket Yes, Regards, [redacted]

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] 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]

I have been in touch with the customerThe customer acknowledge to me that he understands that we are not at fault at all and stated that he is just upset and depressed because his son died recently and he is having financial difficultiesHe further did state that the only reason he decided to
penalize AAA Brothers (my Company) eventhough he believes we have not done anything wrong is because he couldn't leave a negative review for *** (the HVAC Unit Manufacturer...).In spite of the fact we are absolutely positive that we have not done anything wrong, I am willing to meet this gentleman a little more in his favor that half way (immediate $refund to him from me) contingent on him releasing my Company AAA Brothers, *** and I personally, of any liability beyond this settlementThis is important, the statement of the above must be signed simultaniously as the payment is received. Please call me with any questions. Respectfully,James A***, mobile ###-###-####OwnerAAA Bros, Inc.dba AAA Brothers Heating & Cooling

Dear *** ***,
small;">Thanks so much for your attention to our concern when we spoke on the phone! Attached in this letter is the video showing the downstairs of the customer's one-story houseTo maintain privacy of the customer, who you have demographics for, we did not record video of the living quarters, did not show her name or address) it was no more insulated then the downstairs except it had the sheetrock for the walls
We have been called back there numerous times and every time the recommendations to insulate the space were given to no availWe were originally contacted by Mom (of the complainant) a few years ago, we were asked to go quote, explained everything, answered every question, quoted her the job and were directed to install a heat-pump unit while getting paid by MomWe were absolutely under the impression she was the owner as we had not dealt with the daughter until after we did the work
Mom was actually present also last time when we went there last winter during the Polar freezing temperatures (it was 8oF outside and so it was downstairs in the non-insulated basement)Please keep in mind that at the time of ordering us to install a heat-pump unit Mom was in a Heating business (!!!) and knew before meeting with us what heat pump doesWe still went ahead and made sure she understood how it works and the fact that it does not get as hot of an air as the oil furnace, neither does heat pump gets the temperature up as quicklyThe Mom and step-Dad of the complaining party are still very much in the same business we were told by Mom just the last time we saw herWe had diagnostic equipment with us and asked the customer to turn on the heater (that, as per her own statement, she shuts off or lowers to the minimum temperature when she leaves the house) so that we would see what the temperature is when we get there an hour laterWhen we got there the thermostat was still set on degrees, we increased it to degreesThe temperature started climbing immediatelyThe air temperature coming out of the registers was showing to be Within the first minutes the temperature went up to degreesIt reached degrees and slowly kept on rising just a few minutes later but the customer was still not happy and claimed she is calledHer Mom tried to say something to support our explanations to her daughter but was not paid attention to by the daughter who was enraged that she spends "too much money to heat up her house", frequently using profanitiesShe claimed "if it was still oil heat it'd be cheaper..." Knowing how much the price of oil has been (which was the original reason the mother wanted to change from oil to heat pump when the prices for oil sky-rocketed) that is not correct
It is close to impossible to have no complaints in any business but we deal with them as soon as they come in by taking care of the customerIn this case short of paying for insulation of her whole house there is not much that we can do and that is certainly not something we are willing to do
Customer's request to settle now mentions that we should bring her oil tank back and remove our units from her premises, all for free
The old oil tank was picked up and disposed of by a removal service at the request of the customerWe actually had to pay for thatThat was part of the sale deal and we honored it
We feel that we had been more then accommodating throughout the last few years of accusations, threats, profanity on the phone as well as during repeat visits and conversations about insulating their house if they want to spend less on their bill
Roughly four years later, the extent of our involvement with this customer has been determined: we will not be able to remove the unit we installed as there is nothing wrong with it and as this is not something we would normally be doingFurthermore, we will not be able to bring and install an oil tankWe have honored our labor warranty which was for one year
Please call me any time to discuss
***
Customer Service Manager
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Sergey and David from AAA Brothers did an outstanding job installing our two heating systems. They were careful, thorough and professional. The installation looks wonderful and our heaters are great. I have to compliment Igor, our sales contact for his insight into the best heating systems for our house. This is a great team, and we would recommend them to anyone looking for a new heating system. The township inspectors were very impressed and complimented the installation as well, so, great job everyone.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
To:  [redacted] Dondero 
I am rejecting this response because, as some of [redacted]'s statements are true, many of them are not.  I did not see a video as he stated he attached, but as you will see if he did that the space where the heater and the duct work are is not insulated.  This brings me to my exact point of the complaint.  Knowing that this was not insulated, why would they suggest a unit that they knew would not be a good fit for an uninsulated house.  Also, there is insulation in my walls, and there is also a room that they tried to tell me had poor insulation in, which I informed him that is not true because that room was recently framed and double insulated my ex and MYSELF, so I know what is in there.  How the other owner can say something is not insulated without actually opening it is beyond me.  I believe this is their way to take blame from them and put it on me.  
Also, how [redacted] can say that it is not true what I stated about paying more for electric with his unit then I would with oil is beyond me also.  I don't remember showing him any electric or oil bills.  Yes, my parents are in the heating industry, but will simply deliver oil.  We do no service, nor do we work with heat pumps.  Why would we?  We are in the heating oil business.  Yes, my mother inquired to an alternative for oil heat since the price was rising, trusting AAA Brother's recommendation.  Their recommendation was to install the heat pump ($4500) rather then fix the oil heater ($1500).  When my mother asked about the reputation of heat pumps, she was assured that they were made better then they had been in the past and they were much more efficient.  So, yes, even though we are in the heating OIL business, she trusted their recommendation that they knew best for my house.  Like I stated before, she does not deal with heat pumps or anything other then oil, and we do not do any kind of service work.  
Yes, AAA Brother's have come out when I called, and I got a different reason and explanation from each guy that came out.  They offered to upgrade the unit, but for a couple thousand more dollars.  Yes, they talked about insulation, but never once did I say I was going to.  I do not have the money to have the walls ripped down and have insulation put more insulation in.  
Yes, I was angry when they came, because I had them out and have had more troubles with this unit then I have had with heat since I moved in in 2005.  I did curse out of anger, but [redacted] is trying to make me look like I am this vulgar person, that screamed and cursed at them.  That is not the case.  I politely tried to ask them to leave my house. (twice)  Yes, my mom may have understood at that point what they were saying, but it doesn't mean that she was necessarily agreeing with them that this was a good decision and the best option for my house.  It was just her saying she was understanding what they were saying about how it works.  Also, it was just over 2 years that they installed the unit.  The unit was itself was from 2010, so it sat for two years before it was installed. (I don't know if that matters with these things)  When the oil tank was removed I was left with no back up heat.  I don't know what [redacted] was speaking of when he said the heat was on 55.  I kept it at 65 when I went out, and I can not keep leaving work to go home and turn it up for them.  
When the unit recently broke, I opted to not have them do the work because of several reasons: 1) I do not trust them, and 2) They wanted to charge $400, but was told that [redacted] would speak with the office to see if they could get it to $150, but could not guarantee that.  I was under the impression that [redacted] was an owner, so I don't understand why he couldn't make the decision.  This brings me to another problem.  When the person came out to fix the blower (which took 45 mins tops.  It is there right to charge what they want, but $400 for a 45 min job?)  I was informed that this is not even the right size unit for my house.  I was completely confused but what this repair man was saying, but something about the emergency heat was supposed to be my backup, AAA installed one size, when in actuality it should be a higher size or something.  I am sure I could get a written statement from him.  Also, his opinion was that the heat pump should not have been installed.  After the unit was installed I asked a friend if he could come look at it, and these were his exact words, " I do work on heat pumps but they are junk and shouldn't be installed in this region." I have talked to other service men, who also agree with that statement and also one that said that Goodman (which is what was installed) were junk, and the worst kind.
So it is not about what they offered me afterwards, it is what was installed to begin with, and that is a heating unit that should have never been installed in a poorly insulated house. Now knowing the insulation issue that [redacted] keeps speaking about, as a professional know this issue, the recommendation for a heat pump should not have been an option. I truly believe they saw a woman and her daughter and saw dollar signs. They convince my mother to install the unit, then come back and say that all this other stuff can be done to make it better and put more money in their pocket.
Yes, 
Regards,
[redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
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]

Review: I am a homeowner, and a couple years back, I needed a new heater. At that time I was using oil heat. My parents were paying for it, so they contacted AAA Borther Heating and Air Condition. The owner of the company, [redacted], came out to look at my heater. My mom was hear to take care of everything. When he gave her a price, she asked if there were any other alternatives that would work for my house other then the oil. He told her a heat pump, with central air. Now my parents are in the heating oil business and my stepdad has been in it for over 30 years, so he was aware of the problems with heat pumps. When my mom questioned him [[redacted]] about the heat pump he assured her they were much more efficient then before, and that it would not affect my electric bill that much because of the efficiency. Well since they put the unit in, I have had nothing but problems. This "so efficient" unit have raised my electric bill form approx. $80/month, to over $300/month. (My house is less then 1000 sq ft.) It does not heat my house. It is constantly running, but my house is constantly cold. I have called them out four times about this problem. They all had different stories and they just assure that everything is working properly. The last time someone came out, it was [redacted], and my mother was here also. He made the comment that my house has no insulation underneath the house and that is why it is cold and will be cold, and that this unit is not good for this house. My question is, if this unit is not good for this house, then why did he recommend it? He did not come into the job blind, he saw what he was working with before recommending and installing the unit. He did tell me they could upgrade it, but that would be an additional charge. Since then, I have had to put out more money to put in a pellet stove to heat my house. That was another $1200, on top of the $4500 we paid for this unit. It is now into the warmer season and thought my problems were over until next winter, but now I went to turn on my air conditioner and that is not working. I am so annoyed with this company. I feel like they duped my mother because she is a female, and because to fix the original heater would have only been $1500, but instead they got a $4500 job out of it. I wish I could take back the decision of contacting them. They tried to justify that I would be paying the same per month with the cost of oil these days. This is not the case because with the size of my house, my oil lasts me months, and regardless if that was the case, my house was always warm with the oil. In the summer I cooled the house with two window units, and the bill was never more then $120. I am utterly disappointed with the service, the product and what I feel was dishonesty towards the customer.Desired Settlement: To be honest, I would like to have my oil back, but another thing they did was remover the tank, which left me no source for back up heat. I would like to have my oil tank put back in and have them take their unit away, at no charge.

Business

Response:

Dear [redacted],