Absolute Mechanical Systems

Complaint: [redacted] I am rejecting this response because: AMS has refused to resolve this issue when contacted before, so I dont agree that they offered to work with me to remedy this issue, till this complaint came upAs of now this issue is not yet resolvedWe are currently in communication to see if they can fix the issue by installing a correct size backup heat strips I will update Revdex.com as we move forward Sincerely, [redacted]

We have been in direct contact with the home owner and are working with her to resolve this issueThere are new parts that arrived at our facility today and a message was left on the homeowner's voice mail this morning at 10:17am to schedule and appointment to install the parts Assuming we are able to gain access to the unit this week to install the parts, then this issue will be resolved by weeks' end

In response to the complaint dated 2/17/15:In February 2014, AMS was contacted by [redacted] ***, the management company forthe property in question and not the homeowner directly At that time, an estimate was sent out and acontract was signed to replace the existing heat pump and air handler onlyThereplacement equipment size is based off of the original equipment (same size)and the specifications provided to us by [redacted] Company (themanagement company)Once we replaced it, the new equipment operated theprevious year without issueThiscontract states; the unit comes with a “year limited parts and laborwarranty with customer registry for original owner.” The units were neverregistered by the customer therefore, voiding the warranty The management company also had at least oneother HVAC company out to work on the units we installed prior to calling usfor any service in or This voids any warranty given by AMS.Thefirst call we received regarding this property since the installation tookplace in February 2014, was on 1/26/ Themanagement company representative [redacted] called requesting servicebecause the condo was not getting warm enough [redacted] stated that the unit was under a year warranty and this callshouldn’t be billable Our dispatcherexplained to [redacted] that if there was something wrong with the unit we installedwe would gladly fix it and it would most likely be under warranty, but if theunit isn’t working properly because of lack of maintenance then it is abillable call and we are C.O.D ***agreed to the terms and AMS dispatched our Service Manager (***) & atechnician to address the issue Uponarrival, the technicians started going through the unit and noticed thatsomebody removed the air filter and never replaced it with a new one This left the unit without protection fromthe dust and debris that a filter is supposed to collect and therefore the unitwas filthy and the filter compartment pluggedThe technicians cleaned out the filter compartment, brushed cleaned thecoils, and installed a new filterThis type of work is not warranty work, asit is part of routine maintenance that should be performed on the system twiceper year along with regular air filter changes throughout the year depending onfoot traffic, dust levels and/or pet danderAfter the maintenance wascompleted the technicians continued to check the unit for faultyoperation During the inspection, thetechnicians found the thermostat to be faulty and not functioning properly andadvised ***, the representative from the management company, of the issueHestated that it was a new thermostat that was just recently replaced by anotherHVAC company and he would have them come out and replace it under warranty.1/28/15– The management company representative (***) called us again for the sameissue (condo not getting warm enough) Ourdispatcher explained to [redacted] that they still have an outstanding balance forthe work that was completed on the 26th and we would need paymentfor that call and that we are C.O.Don all future calls [redacted] paid for the 1st call withhis credit card and agreed to our termsWe dispatched our service manager, *** Upon arrival [redacted] noticed that the thermostatwas still not replaced and explained to [redacted] how it is nearly impossible todiagnose a system without the thermostat working properly [redacted] asked [redacted] to do as much work as hecould with the faulty thermostat and he will have the other HVAC company out toreplace it soon [redacted] attempted to gothrough the system and troubleshoot the issue, but was unable to properlydiagnose the issue 1/30/15– The management company representative (***) called us again for the sameissue (condo not getting warm enough)Our service manager, [redacted] wasdispatched Upon arrival he went throughthe unit and made adjustments to the best of his ability as this thermostatstill was not functioning properlyThe technician explained again to ***, therepresentative from the management company that there is nothing else that canbe done until the thermostat is replaced [redacted] offered to replace the thermostat under warranty and only changefor labor as a favor because we are not the company that originally installedit and we don’t normally warranty another companies parts [redacted] was very grateful and agreed to haveAMS replace the thermostat as soon as a new one came in 1/31/15– The thermostat arrived and our Service Manager (***) and a technician weredispatched to install the new thermostatThey replaced the thermostat andtested the systemThey found the temperature in the condo was rising andcontinued to rise while they were on siteThe technicians left the home tocomplete other service calls but our Service Manager (***) kept in contactwith the tenant directly to check on the conditions of the heatAtapproximately 3:30pm that same day, the technician called the tenant to confirmthe temperature in the homeThe temperature had risen degrees from [redacted] to67*2/13/15– AMS received an email from [redacted] ***, the representative for [redacted] ***, the management company stating that the unit has droppedtemperature AMS responded to [redacted] andexplained that we need to get paid for the work we already completed beforereturning to the property AMS neverheard back from [redacted] or [redacted] ***Severalof these visits could have been avoided if the property management company hadreplaced the thermostat as recommended on the first visit so we could properlydiagnose the system Even though we areno longer obligated to warranty any work or parts on this unit, AMS in goodfaith, would have replaced faulty parts under warranty for this unitButbecause the management company refused to take our advice and have thethermostat replaced and insisted that we come out and work on a unit that couldnot be properly diagnosed with a faulty thermostat all of AMS’s work isbillable to [redacted] the property management company Every visit we made to this location was ordered and approved by [redacted] from themanagement companyTo date; the first visit from 1/26/is the only invoicethat has been paid There are three outstanding invoices that need to be paid in fullDue to the lack of goodbusiness practice and professionalism on behalf of the management company’srepresentative, we will no longer do business with them and are in the processof taking legal action to receive the payment for work we have completed If the homeowner would like us to work for her directly we would be more thanhappy to

Complaint: ***
I am rejecting this response because:
Thank you very much for your email and for your attention to this matterThe contractor has replaced a part on the HVAC (the electric backup heat strip), which according to them, with a part that is sized appropriately for the condoHowever, this fix cannot be properly tested unless the temperature drops drastically as it did in January and February of this year. As the communication with the contractor was not fruitful earlier in the year and they refused to perform any fixes (or replace the undersized unit that they had initially installed), I am not confident that they will respond to any of my concerns if this issue were to come up again next winterHence, I would like to ask you to keep this complaint open for another year, to make sure that the problem is indeed corrected
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:Thank you very much for your email and for your attention to this matter.The contractor has replaced a part on the HVAC (the electric backup heat strip), which according to them, with a part that is sized appropriately for the condo.However, this fix cannot be properly tested unless the temperature drops drastically as it did in January and February of this year. As the communication with the contractor was not fruitful earlier in the year and they refused to perform any fixes (or replace the undersized unit that they had initially installed), I am not confident that they will respond to any of my concerns if this issue were to come up again next winterHence, I would like to ask you to keep this complaint open for another year, to make sure that the problem is indeed corrected
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:AMS has refused to resolve this issue when contacted before, so I dont agree that they offered to work with me to remedy this issue, till this complaint came upAs of now this issue is not yet resolvedWe are currently in communication to see if they can fix the issue by installing a correct size backup heat strips I will update Revdex.com as we move forward
Sincerely,
*** ***

Ms***:
Thank you for your message
The contract between the customer and AMS specifically EXCLUDED
all permits, fees and services in connection thereto. The customer did
not want to pay AMS to pull permits and arrange to have the unit inspected so
this was expressly excluded. Part of the permit process is to provide a
heat load. This is an additional service that is included when AMS is
engaged to pull and ensure all permitting is completed.
AMS will provide a complimentary heat load on the condition that
the customer agree to drop all Revdex.com complaints and agree not to pursue any
additional action regarding anything related to this matter, including any
court action. AMS will require this in writing.
AMS has already provided a free upgrade after the customer
neglected to maintain the system which resulted in damage. AMS wants to
put this issue behind all parties and is willing to provide a final free
service if the customer is willing to put this behind her, as well
Sincerely,
AMS

Absolute Mechanical Systems maintains that the customer was charged correctly for serviceHowever, she was not gotten back to in a timely manner due to the owners being on vacationAs soon as the owners returned, she was contacted so that our rates of service could be properly explained
Absolute Mechanical Systems has refunded $to the customer for her aggravation for the amount of time it took for a responseThe issue has been resolved and all parties are content with the resolution

Ms. [redacted]:
 
Thank you for your message.
 
The contract between the customer and AMS specifically EXCLUDED
all permits, fees and services in connection thereto.  The customer did
not want to pay AMS to pull permits and arrange to have the unit inspected so
this was expressly excluded.  Part of the permit process is to provide a
heat load.  This is an additional service that is included when AMS is
engaged to pull and ensure all permitting is completed. 
 
AMS will provide a complimentary heat load on the condition that
the customer agree to drop all Revdex.com complaints and agree not to pursue any
additional action regarding anything related to this matter, including any
court action.  AMS will require this in writing. 
 
AMS has already provided a free upgrade after the customer
neglected to maintain the system which resulted in damage.  AMS wants to
put this issue behind all parties and is willing to provide a final free
service if the customer is willing to put this behind her, as well.
 
Sincerely,AMS

Absolute Mechanical Systems maintains that the customer was charged correctly for service. However, she was not gotten back to in a timely manner due to the owners being on vacation. As soon as the owners returned, she was contacted so that our rates of service could be properly explained. Absolute...

Mechanical Systems has refunded $90.00 to the customer for her aggravation for the amount of time it took for a response. The issue has been resolved and all parties are content with the resolution.

Complaint: [redacted]
I am rejecting this response because:
AMS has refused to resolve this issue when contacted before, so I dont agree that they offered to work with me to remedy this issue, till this complaint came up. As of now this issue is not yet resolved. We are currently in communication to see if they can fix the issue by installing a correct size backup heat strips.  I will update Revdex.com as we move forward.
Sincerely,
[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.
Sincerely,
[redacted]

In response to the complaint dated 2/17/15:In February 2014, AMS was contacted by [redacted], the management company forthe property in question and not the homeowner directly.  At that time, an estimate was sent out and acontract was signed to replace the...

existing heat pump and air handler only. Thereplacement equipment size is based off of the original equipment (same size)and the specifications provided to us by [redacted] Company (themanagement company). Once we replaced it, the new equipment operated theprevious year without issue. Thiscontract states; the unit comes with a “10 year limited parts and laborwarranty with customer registry for original owner.” The units were neverregistered by the customer therefore, voiding the warranty.  The management company also had at least oneother HVAC company out to work on the units we installed prior to calling usfor any service in 2014 or 2015. This voids any warranty given by AMS.Thefirst call we received regarding this property since the installation tookplace in February 2014, was on 1/26/15.  Themanagement company representative [redacted] called requesting servicebecause the condo was not getting warm enough. [redacted] stated that the unit was under a 10 year warranty and this callshouldn’t be billable.  Our dispatcherexplained to [redacted] that if there was something wrong with the unit we installedwe would gladly fix it and it would most likely be under warranty, but if theunit isn’t working properly because of lack of maintenance then it is abillable call and we are C.O.D.  [redacted]agreed to the terms and AMS dispatched our Service Manager ([redacted]) & atechnician to address the issue.  Uponarrival, the technicians started going through the unit and noticed thatsomebody removed the air filter and never replaced it with a new one.  This left the unit without protection fromthe dust and debris that a filter is supposed to collect and therefore the unitwas filthy and the filter compartment plugged. The technicians cleaned out the filter compartment, brushed cleaned thecoils, and installed a new filter. This type of work is not warranty work, asit is part of routine maintenance that should be performed on the system twiceper year along with regular air filter changes throughout the year depending onfoot traffic, dust levels and/or pet dander. After the maintenance wascompleted the technicians continued to check the unit for faultyoperation.  During the inspection, thetechnicians found the thermostat to be faulty and not functioning properly andadvised [redacted], the representative from the management company, of the issue. Hestated that it was a new thermostat that was just recently replaced by anotherHVAC company and he would have them come out and replace it under warranty.1/28/15– The management company representative ([redacted]) called us again for the sameissue (condo not getting warm enough).  Ourdispatcher explained to [redacted] that they still have an outstanding balance forthe work that was completed on the 26th and we would need paymentfor that call and that we are C.O.D. on all future calls.  [redacted] paid for the 1st call withhis credit card and agreed to our terms. We dispatched our service manager, [redacted].  Upon arrival [redacted] noticed that the thermostatwas still not replaced and explained to [redacted] how it is nearly impossible todiagnose a system without the thermostat working properly.  [redacted] asked [redacted] to do as much work as hecould with the faulty thermostat and he will have the other HVAC company out toreplace it soon.  [redacted] attempted to gothrough the system and troubleshoot the issue, but was unable to properlydiagnose the issue.  1/30/15– The management company representative ([redacted]) called us again for the sameissue (condo not getting warm enough). Our service manager, [redacted] wasdispatched.  Upon arrival he went throughthe unit and made adjustments to the best of his ability as this thermostatstill was not functioning properly. The technician explained again to [redacted], therepresentative from the management company that there is nothing else that canbe done until the thermostat is replaced. [redacted] offered to replace the thermostat under warranty and only changefor labor as a favor because we are not the company that originally installedit and we don’t normally warranty another companies parts.  [redacted] was very grateful and agreed to haveAMS replace the thermostat as soon as a new one came in.  1/31/15– The thermostat arrived and our Service Manager ([redacted]) and a technician weredispatched to install the new thermostat. They replaced the thermostat andtested the system. They found the temperature in the condo was rising andcontinued to rise while they were on site. The technicians left the home tocomplete other service calls but our Service Manager ([redacted]) kept in contactwith the tenant directly to check on the conditions of the heat. Atapproximately 3:30pm that same day, the technician called the tenant to confirmthe temperature in the home. The temperature had risen 12 degrees from 55* to67*. 2/13/15– AMS received an email from [redacted], the representative for [redacted]
[redacted], the management company stating that the unit has droppedtemperature.  AMS responded to [redacted] andexplained that we need to get paid for the work we already completed beforereturning to the property.  AMS neverheard back from [redacted] or [redacted]. Severalof these visits could have been avoided if the property management company hadreplaced the thermostat as recommended on the first visit so we could properlydiagnose the system.  Even though we areno longer obligated to warranty any work or parts on this unit, AMS in goodfaith, would have replaced faulty parts under warranty for this unit. Butbecause the management company refused to take our advice and have thethermostat replaced and insisted that we come out and work on a unit that couldnot be properly diagnosed with a faulty thermostat all of AMS’s work isbillable to [redacted] the property management company.  Every visit we made to this location was ordered and approved by [redacted] from themanagement company. To date; the first visit from 1/26/15 is the only invoicethat has been paid.  There are three outstanding invoices that need to be paid in full. Due to the lack of goodbusiness practice and professionalism on behalf of the management company’srepresentative, we will no longer do business with them and are in the processof taking legal action to receive the payment for work we have completed.   If the homeowner would like us to work for her directly we would be more thanhappy to.

We have been in direct contact with the home owner and are working with her to resolve this issue. There are new parts that arrived at our facility today and a message was left on the homeowner's voice mail this morning at 10:17am to schedule and appointment to install the parts.  Assuming we are able to gain access to the unit this week to install the parts, then this issue will be resolved by weeks' end.

Review: In February 2014, I contracted AMS to replace the HVAC system in my condo in [redacted]. In January 2015, the system started to fail in keeping the condo warm; the temperature would drop to 50 degrees in the condo, while the HVAC is running 24/7 but simply cannot keep the condo warm. AMS came out to take a look at the issue 3 different times. They initially suggested that the system is running fine, then they suggested that the thermostat is defective and needs replacement. After the thermostat was replaced, the temperature would still not go up to 68 degrees, but they said that the system is working fine, and that it could be an undersized system for the condo. When I discussed the matter with their manager, [redacted], he explained that there would be no way for them to know that the system was undersized before the installation. I should note that the installation cost about $6000 and the system has 10 years warranty. However, AMS billed me for over $1600 for coming out to take a look at the issue, that is still unresolved. At this point, they refuse to come out again, and the temperature in the condo is constantly dropping below tolerable level in this freezing weather.Desired Settlement: AMS has expressed that the system is working fine and that it may have been undersized. At this point, this heating issue is causing a lot of inconvenience, excessive expenses and frustration. Since they are not able to remedy the issue, this should be refunded.

Business

Response:

In response to the complaint dated 2/17/15:In February 2014, AMS was contacted by [redacted], the management company forthe property in question and not the homeowner directly. At that time, an estimate was sent out and acontract was signed to replace the existing heat pump and air handler only. Thereplacement equipment size is based off of the original equipment (same size)and the specifications provided to us by [redacted] Company (themanagement company). Once we replaced it, the new equipment operated theprevious year without issue. Thiscontract states; the unit comes with a “10 year limited parts and laborwarranty with customer registry for original owner.” The units were neverregistered by the customer therefore, voiding the warranty. The management company also had at least oneother HVAC company out to work on the units we installed prior to calling usfor any service in 2014 or 2015. This voids any warranty given by AMS.Thefirst call we received regarding this property since the installation tookplace in February 2014, was on 1/26/15. Themanagement company representative [redacted] called requesting servicebecause the condo was not getting warm enough. [redacted] stated that the unit was under a 10 year warranty and this callshouldn’t be billable. Our dispatcherexplained to [redacted] that if there was something wrong with the unit we installedwe would gladly fix it and it would most likely be under warranty, but if theunit isn’t working properly because of lack of maintenance then it is abillable call and we are C.O.D. [redacted]agreed to the terms and AMS dispatched our Service Manager ([redacted]) & atechnician to address the issue. Uponarrival, the technicians started going through the unit and noticed thatsomebody removed the air filter and never replaced it with a new one. This left the unit without protection fromthe dust and debris that a filter is supposed to collect and therefore the unitwas filthy and the filter compartment plugged. The technicians cleaned out the filter compartment, brushed cleaned thecoils, and installed a new filter. This type of work is not warranty work, asit is part of routine maintenance that should be performed on the system twiceper year along with regular air filter changes throughout the year depending onfoot traffic, dust levels and/or pet dander. After the maintenance wascompleted the technicians continued to check the unit for faultyoperation. During the inspection, thetechnicians found the thermostat to be faulty and not functioning properly andadvised [redacted], the representative from the management company, of the issue. Hestated that it was a new thermostat that was just recently replaced by anotherHVAC company and he would have them come out and replace it under warranty.1/28/15– The management company representative ([redacted]) called us again for the sameissue (condo not getting warm enough). Ourdispatcher explained to [redacted] that they still have an outstanding balance forthe work that was completed on the 26th and we would need paymentfor that call and that we are C.O.D. on all future calls. [redacted] paid for the 1st call withhis credit card and agreed to our terms. We dispatched our service manager, [redacted]. Upon arrival [redacted] noticed that the thermostatwas still not replaced and explained to [redacted] how it is nearly impossible todiagnose a system without the thermostat working properly. [redacted] asked [redacted] to do as much work as hecould with the faulty thermostat and he will have the other HVAC company out toreplace it soon. [redacted] attempted to gothrough the system and troubleshoot the issue, but was unable to properlydiagnose the issue. 1/30/15– The management company representative ([redacted]) called us again for the sameissue (condo not getting warm enough). Our service manager, [redacted] wasdispatched. Upon arrival he went throughthe unit and made adjustments to the best of his ability as this thermostatstill was not functioning properly. The technician explained again to [redacted], therepresentative from the management company that there is nothing else that canbe done until the thermostat is replaced. [redacted] offered to replace the thermostat under warranty and only changefor labor as a favor because we are not the company that originally installedit and we don’t normally warranty another companies parts. [redacted] was very grateful and agreed to haveAMS replace the thermostat as soon as a new one came in. 1/31/15– The thermostat arrived and our Service Manager ([redacted]) and a technician weredispatched to install the new thermostat. They replaced the thermostat andtested the system. They found the temperature in the condo was rising andcontinued to rise while they were on site. The technicians left the home tocomplete other service calls but our Service Manager ([redacted]) kept in contactwith the tenant directly to check on the conditions of the heat. Atapproximately 3:30pm that same day, the technician called the tenant to confirmthe temperature in the home. The temperature had risen 12 degrees from 55* to67*. 2/13/15– AMS received an email from [redacted], the representative for [redacted], the management company stating that the unit has droppedtemperature. AMS responded to [redacted] andexplained that we need to get paid for the work we already completed beforereturning to the property. AMS neverheard back from [redacted] or [redacted]. Severalof these visits could have been avoided if the property management company hadreplaced the thermostat as recommended on the first visit so we could properlydiagnose the system. Even though we areno longer obligated to warranty any work or parts on this unit, AMS in goodfaith, would have replaced faulty parts under warranty for this unit. Butbecause the management company refused to take our advice and have thethermostat replaced and insisted that we come out and work on a unit that couldnot be properly diagnosed with a faulty thermostat all of AMS’s work isbillable to [redacted] the property management company. Every visit we made to this location was ordered and approved by [redacted] from themanagement company. To date; the first visit from 1/26/15 is the only invoicethat has been paid. There are three outstanding invoices that need to be paid in full. Due to the lack of goodbusiness practice and professionalism on behalf of the management company’srepresentative, we will no longer do business with them and are in the processof taking legal action to receive the payment for work we have completed. If the homeowner would like us to work for her directly we would be more thanhappy to.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: