Air Care Cooling & Heating

In response to Ms [redacted] complaint, we have spoken to the customer and have agreed to return $for the service fee to her She has agreed to retract her statement and we have explained the whole situation and she understandsSo this complaint should no longer need to stay open

My AC/HEATING SERVICE CONTRACT is with Air Care Cooling and Heating,P.O Mesa,Az ROC NUMBER 197366, ###-###-#### On Nov ,Ken S [redacted] came to service my AC and Heating unitsUpon completing the service,he told me my units were fine but I needed a Surge protector on both unitsHe proceeded to show me pictures of fires and melted wires and inferred that I needed Surge protectors to keep from having similar issues Shortly after the surge protectors were installed,I spoke with an electrician who informed me surge protectors on air conditions and furnances are unnecessary and typically pushed as nothing more than an add on expense to a service callI immediately contacted the company and let them know I felt their service technician had used predatory practices to sell unnecessary parts and services to me, due to my elderly ageThe person who took the call let me know that she would have to speak with the owner Mike Ryan and get back to meWhen I eventually

As originally stated, either [redacted] changed "the wrong breaker" or "the breaker was mis-marked by customer" A/C is one of two breakers involving A/C system, the second being Air Handler, or Furnace if unit is gasI do not know which breaker needed to be changed, but I have the old breaker in my office [redacted] did show up and did change a breakerOur bank charged us $for a cancelled checkI don't think we should have to pay another $for her quickness to instantly assume the worstI think its awesome she has a master's degree, and I never meant t state in any way she wasn't intelligentI apologize once again that an invoice wasn't left under her front mat but this has prompted a new rule in this office, no one home, no work will be done or promised

In response to Mrs [redacted] response to our re-install of her furnace everything we did was up to "code"This system was set on uni-strut and suspended from the rafters, the drain pan was also suspended like it should beAll venting was up to code and was class B venting, and all gas supply lines were at codeAll ducts were refastened with "tape" and "poky" or duct sealer just as all companies use to seal their ductsWe added a ceiling saver condensate safety switch in case the condensate line ever plugs up it will not leak onto the ceilings sheetrockWe installed isolation pads under the furnace to keep the vibration noise downWe installed a new volt switch for the disconnect to the furnace alsoEverything on this system was up to code after we finished reinstalling itI have tried numerous times to reach out to the [redacted] so we can come over and take pictures of their heating "re-work" that [redacted] did for them, so we can take pictures of what the did to compare the work that was actually doneI would also like to see a copy of the [redacted] to see what they did to see if their employees are telling the truthMrs [redacted] has our telephone number and she can call us at anytime since she doesn't return any of my phone calls !Thank You, [redacted] Service Manager Air Care

Once again, I am sorry that this customer still feels like he was overchargedAfter reviewing his invoice, he was charged in accordance to the prices that have been set by the companyHe originally told me was charged $each for surge protectors which I told him that was too much It wasn't just surge protectorsit was a multitude of things, some needed parts that day and some upgradesEverything in line with our cost to every customer only he and [redacted] know there conversation that day so I can't comment on what was saidI did tell him [redacted] no longer works for us and that I wouldn't let someone who would charge someone $for a surge pro work for meThis was said before I knew the truth about what was sold to him for that priceAnyhow, the customer has been treated fairly and offered a free service by us which should be considered going above and beyond to help him out

Every house in every city in the united states that has electrical running to it is prone to electrical surgeThe pictures are used as a tool to show both houses that have surge and how the surge protector protected the equipment and how the ones that didn't have protection the equipment was ruinedIf they didn't work the R.O.Cwouldn't allow us to install themEveryone is entitled to their own opinion on whether or not they want oneIf her neighbors helped her change her mind that's fine, but this company is not willing to reimburse money for a changed mindThe surge pro's were installed correctly and are doing the job they are designed to doShe was not taken advantage of or bullied into buying these as she originally statedHer buyers remorse is an invalid excuse to try and ruin the reputation of a company with an A rating who has been in business nearly yearsWe request this case be closedThank You

I recently had my a/c go out early evening with degree temperatureWithin an hour *** arrived and diagnosed the problem (electrical surge blew three capacitors)He had the parts in his truck and had us up and running very quicklyKen is very professional and pleasant to work withI am quite pleased

I spoke with Ms*** in detail about why she wanted them removedAfter minutes of conversation she finally admitted to me that a neighbor told her that she doesn't need them so she wanted her money back and them removedI asker her if she had her tv on a surge protector and she said yes,
so I asked why she wouldn't keep her most expensive electronic on oneShe couldn't answer thatI told her they were an upgrade to her unit and do protect from surge and that this company doesn't remove parts and refund money if someone decides they just don't want itIt all boils down to she decided she didn't want to spend moneyThese were not installed in correctly nor was she pressured into buying themIf she felt like she was being prayed upon she shouldn't have waited days to call usShe admitted to me she didn't feel pressured at the time but threatened to make complaints to everyone if I didn't refund her moneyShe made good on her threats, but she is the fraudulent one

This is in response to Revdex.com Complaint Id# ***Joseph is one of our technicians and he went out to do a preventative maintenance heat check that was due for this customer and found several things wrong with the installation that needed correctingJoseph set up a time to come back to the customers
home the next week so he and josh came back and spent hours rehanging the furnace, connecting the venting, gas, drain pan , and allthe duct work and wiring were brought to codenever did this customer ever call us back to say that they were having problemsThe only time I heard back from Mrs*** was the day that *** *** installers were at her residence and doing work on her system and they told her that who ever the company was that did this work didn't know what they were doingI told Mrs*** that it sounds like she should of called us out to her residence if she was having problemsShe said that I Owe her $for *** *** ServicesI informed her that after we reinstalled the equipment, everything was at codeand I asked her is she was in question why didn't she give us the opportunity to look at it before another company came and changed it or did absolutely nothing more to it than what we already changed.*** ***Service ManagerAir Care

I not being from Az was not aware of having to have Surg protectors on my AC and furnance.,the seller,led me to believe that I needed these and showed me many pictures of fires and discussed his reasons for making me believe that people living in Az needed theseI,later found out that I could have purchased one s.p for sixty dollars,and that all the wires in Surprise,Az are under ground and that Surg protectors were not necessary in Sun City Grand,where I live.I do believe that I was taken advantage,of and was misleadI belive that the seller was dishonest and took advantage charging me almost six hundred dollars.I,Don,t want this to happen to,another personThis company Air Care,should be put out of business

My AC/HEATING SERVICE CONTRACT is with Air Care Cooling and Heating,P.O Mesa,Az
ROC NUMBER 197366,
###-###-####
On Nov ,Ken S*** came to service my AC and Heating unitsUpon completing the service,he told me my units were fine but I needed a Surge protector on both unitsHe proceeded to show me pictures of fires and melted wires and inferred that I needed Surge protectors to keep from having similar issues
Shortly after the surge protectors were installed,I spoke with an electrician who informed me surge protectors on air conditions and furnances are unnecessary and typically pushed as nothing more than an add on expense to a service callI immediately contacted the company and let them know I felt their service technician had used predatory practices to sell unnecessary parts and services to me, due to my elderly ageThe person who took the call let me know that she would have to speak with the owner Mike Ryan and get back to meWhen I eventually

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below the breaker was labeled that indicated a/cI'm an intelligent woman with a masters degree which prompted me to mark it greenSo if *** changed out a breaker which one did he change? I want my $and an admission he didn't do the workI'm offended you would accuse me of not wanting to pay when I paid up front for work not done that day
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Thank you for the feedbackPlease keep in mind thatthe original complaint was actually generated by ***’s comments regarding***As a result, I am a bit confused by the “I don't know ***, the servicetech, he never worked for me since I've been here and never said bad thingsabout him.” There was an additional comment from *** that stated, “I have had about a million complaints about that guy (***)He made some questionable decisionsThere was a lot of bad element around here, but we are cleaning it up and surrounding ourselves with more honest people.” This is admirable on the company and ***’s partHowever, as a superior respondent the company is responsible for their employees (i.e., past and present)In response to the comment, “He was not over charged for anything, and stated to me that his wife is "pissed at him" for making financial decision in December then still had to buy a unit in AugustI offered him a duct cleaning at no charge to try and keep him in good graces because I knew he was upsetHe accepted and then called me back and said it wasn't enough per his friend’s advice.” I admit to the statement “that my wife is pissed at me” and the refusal of the duct cleaningThere is an injustice here. The refusal was based on a licensed contractor’s quote and written statement (not a friend)Since the complaint on August 11th, I have received an additional quote and statement from a licensed contractor that describes “unnecessary work and extreme mark-ups.” I will obtain an additional quote and statement from a licensed contractorAs a result, I will have data that clearly outlines a pattern of behavior from Air Care employeesIf *** refuses to admit the above statements, then that is unfortunate.In December, there was no mention of failing units. The only item discussed was the necessary electrical work that each unit requiredAdditionally, on the last service call in April, the comment by the technician was: “After all this work, you should be good for years brother.” Three months later, I had to purchase a new unitI can anticipate the response from Air CareAs a result, I will be moving forward with additional quotes and statements from licensed contractorsUpon resolution with the Revdex.com, I will then forward the matter to the Registrar of Contractors (ROC) with the written documentation. The lack of honesty and integrity from professionals is dishearteningThe response is not accepted

In response to Ms. [redacted] complaint, we have spoken to the customer and have agreed to return $69.00 for the service fee to her.  She has agreed to retract her statement and we have explained the whole situation and she understands. So this complaint should no longer need to stay open.

Our service tech [redacted] went back out and changed a fuse. Either he changed the wrong one or she marked the wrong one. I don't know, but I offered to send her, her check back or give her money back so that she didn't feel like she paid for a service not rendered. She then told me she put a stop...

payment on the check already and she wants an additional $35 that her bank charged her. She didn't try to resolve reimbursement with us first. Her check had already been deposited so now we also have a $35 fee as well. I'm not sure she didn't just not want to pay for this. There was no ill intentions, and I did apologize for [redacted] forgetting to leave an invoice but he did have the breaker he replaced in his truck when asked for it.

We have been in contact with [redacted] we were able to rectify our differences on our own and solved the issues she is now happy and will be withdrawing her complaint

In response to Mrs. [redacted] response to our re-install of her furnace everything we did was up to "code". This system was set on uni-strut and suspended from the rafters, the drain pan was also suspended like it should be. All venting was up to code and was class B venting, and all gas supply lines were at code. All ducts were refastened with "tape" and "poky" or duct sealer just as all companies use to seal their ducts. We added a ceiling saver condensate safety switch in case the condensate line ever plugs up it will not leak onto the ceilings sheetrock. We installed isolation pads under the furnace to keep the vibration noise down. We installed a new 110 volt switch for the disconnect to the furnace also. Everything on this system was up to code after we finished reinstalling it. I have tried numerous times to reach out to the [redacted] so we can come over and take pictures of their heating "re-work" that [redacted] did for them, so we can take pictures of what the did to compare the work that was actually done. I would also like to see a copy of the [redacted] to see what they did to see if their employees are telling the truth. Mrs. [redacted] has our telephone number and she can call us at anytime since she doesn't return any of my phone calls !Thank You,[redacted] Service Manager Air Care

Once again, I am sorry that this customer still feels like he was overcharged. After reviewing his invoice, he was charged in accordance to the prices that have been set by the company. He originally told me was charged $780.00 each for 2 surge protectors which I told him that was too much.  It wasn't just 2 surge protectors. it was a multitude of things, some needed parts that day and some upgrades. Everything in line with our cost to every customer only he and [redacted] know there conversation that day so I can't comment on what was said. I did tell him [redacted] no longer works for us and that I wouldn't let someone who would charge someone $780.00 for a surge pro work for me. This was said before I knew the truth about what was sold to him for that price. Anyhow, the customer has been treated fairly and offered a free service by us which should be considered going above and beyond to help him out.

I spoke with Mr [redacted] regarding his sudden problem with work done last year. He stated that he talked to some friends and he thinks he over paid for some surge protectors. He also said that he was told that a surge protector was necessary to keep his equipment running. with out seeing the invoice...

I agreed with him in saying that no, a surge protector is not need to keep a unit running and yes it is an upgrade. After looking at the invoice, I see that Mr.[redacted] not only purchase 4 surge protectors for two units, he also got 2 drain safety switches, a contactor switch, and 4 new fused disconnect boxes, 2 start assist for the compressors and a 5 year preventative maintenance agreement contract. I can only assume that at the time Mr. [redacted] was only wanting to try and keep his old units running so he didn't have to pay for new ones. He was not over charged for anything, and stated to me that his wife is "pissed at him" for making financial decision in December then still had to buy a unit in august. I offered him a duct cleaning at no charge to try and keep him in good graces because I knew he was upset. He accepted and then called me back and said it wasn't enough per his friends advice. He said he had to get his wife off his back so he only wanted cash. I told him we can't run a business like that so I stepped up and offered a duct sealing at no charge. He declined and this is where we ended up. I don't know [redacted], the service tech, he never worked for me since I've been here and never said bad things about him.

As originally stated, either [redacted] changed "the wrong breaker" or "the breaker was mis-marked by customer" A/C is one of two breakers involving A/C system, the second being Air Handler, or Furnace if unit is gas. I do not know which breaker needed to be changed, but I have the old breaker in my office. [redacted] did show up and did change a breaker. Our bank charged us $35.00 for a cancelled check. I don't think we should have to pay another $35 for her quickness to instantly assume the worst. I think its awesome she has a master's degree, and I never meant t state in any way she wasn't intelligent. I apologize once again that an invoice wasn't left under her front mat but this has prompted a new rule in this office, no one home, no work will be done or promised.