Air Care Cooling & Heating

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Mr. [redacted] mischaracterizes the reason Air Care returned and ultimately reinstalled the furnace unit in the attic.  I discovered that Air Care did not properly install the attic furnace unit because rain was leaking into the attic where the vent was supposed to be installed.  A roofer came to investigate the leak and we discovered that the furnace was installed in a unsafe manner and would have vented carbon monoxide into our house upon operation.  We then contacted Air Care to return and correct the unit.  Air Care did not come to our house for any "preventive maintenance" that was due at a certain time.  Considering the unsafe condition of the unit after Air Care's initial installation, we wanted to have a second company ensure that the units were installed in a safe manner.  The second company came to inspect the units and found numerous safety and operational flaws with the installation as set forth in the initial complaint.  Air Care had been provided two opportunities and there were still multiple problems with the units.  As a result, we opted to have the second company properly install the units.Furthermore, Mr. [redacted] does not propose any resolution.  He simply indicates that Air Care was not provided the opportunity to correct their mistakes. Air Care had been to our house several times and the units were still not operating properly. Thus, we spent over $2000 to correct these mistakes after paying Air Care $16,000 to install the units. As a result, Air Care should reimburse us the money we spent to have the units installed properly.
Regards,
[redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted], 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 feedback. Please keep in mind thatthe original complaint was actually generated by [redacted]’s comments regarding[redacted]. As a result, I am a bit confused by the “I don't know [redacted], the servicetech, he never worked for me since I've been here and never said bad thingsabout him.” There was an additional comment from [redacted] that stated, “I have had about a million complaints about that guy ([redacted]). He made some questionable decisions. There 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 [redacted]’s part. However, 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 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 friend’s advice.” I admit to the statement “that my wife is pissed at me” and the refusal of the duct cleaning. There 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 contractor. As a result, I will have data that clearly outlines a pattern of behavior from Air Care employees. If [redacted] 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 required. Additionally, on the last service call in April, the comment by the technician was: “After all this work, you should be good for 10 years brother.” Three months later, I had to purchase a new unit. I can anticipate the response from Air Care. As a result, I will be moving forward with additional quotes and statements from licensed contractors. Upon 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 disheartening. The response is not accepted.

This is in response to Revdex.com Complaint Id# [redacted]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 correcting. Joseph set up a time to come back to the...

customers home the next week so he and josh came back and spent 10 hours rehanging the furnace, connecting the venting, gas, drain pan  , and all. the duct work and wiring were brought to code. never did this customer ever call us back to say that they were having problems. The only time I heard back from Mrs. [redacted] was the day that [redacted] 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 doing. I told Mrs. [redacted] that it sounds like she should of called us out to her residence if she was having problems. She said that I Owe her $2250.00 for [redacted] Services. I informed her that after we reinstalled the equipment, everything was at code. and 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.[redacted]Service ManagerAir Care

This company sold us on a top of the line Nordyne unti, one for each zone of the house (2 units). Since installation there have been problems almost every 6 months. When there is a problem they do not know what to do and can take weeks to repair. Current issue is one unit is not heating. When their technicians come out there is smoke coming from a board in the unit, and what appears to be an arc in the thermostat. This happened twice. The initial call was after Thanksgiving. We were told the parts would be ready yesterday. Still no word. One of the technicians called me and told me to get someone else because they are clueless about the unit. I am calling another company and will never deal with Air Care again. I am not ruling out legal action depending on what I find out from a more reputable company.

I really want to thank Air Care for their hard work. Sid is a fantastic installer, I feel he has gone above and beyond what most company's would do.

The entire staff has treated me good and quick response for all my questions. I was thinking about getting a new unit for a while. I just wasn't going to spend 12k like my old company was basically ramming down my throat.

Air also cleaned my duct work as part of the deal, now I will have nice cool air plus dust free air. I am extremely pleased with my over all experience.

Our company spoke with Mrs. [redacted] regarding the issue we have issued a refund of $60.00 as per her request.  She stated she would retract her complaint with the  Revdex.com.  so this issue has been resolved.

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.

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.

Our company spoke with Mrs. [redacted] regarding the issue we have issued a refund of $60.00 as per her request.  She stated she would retract her complaint with the  Revdex.com.  so this issue has been resolved.

Three times they had scheduled to come over and preform the needed check on my systerm according to our contract. They didn't show two times but on the third time they were scheduled to come between 10 am and 1 pm. I set around waiting for them all three times. The third ttime they called me at 12:58 to say that the tech was on his way. I told them not to come as they couldn't show up as scheduled. The first two time I didn't receive a call or anything. This is very bad customer ralations and there are too many air and heating companies out there to deal with this type of service.

I have reviewed the response made by the business in reference to complaint ID [redacted], 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 feedback. Please keep in mind thatthe original complaint was actually generated by [redacted]’s comments regarding[redacted]. As a result, I am a bit confused by the “I don't know [redacted], the servicetech, he never worked for me since I've been here and never said bad thingsabout him.” There was an additional comment from [redacted] that stated, “I have had about a million complaints about that guy ([redacted]). He made some questionable decisions. There 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 [redacted]’s part. However, 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 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 friend’s advice.” I admit to the statement “that my wife is pissed at me” and the refusal of the duct cleaning. There 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 contractor. As a result, I will have data that clearly outlines a pattern of behavior from Air Care employees. If [redacted] 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 required. Additionally, on the last service call in April, the comment by the technician was: “After all this work, you should be good for 10 years brother.” Three months later, I had to purchase a new unit. I can anticipate the response from Air Care. As a result, I will be moving forward with additional quotes and statements from licensed contractors. Upon 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 disheartening. The response is not accepted.

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

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.

This is in response to Revdex.com Complaint Id# [redacted]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 correcting. Joseph set up a time to come back to the...

customers home the next week so he and josh came back and spent 10 hours rehanging the furnace, connecting the venting, gas, drain pan  , and all. the duct work and wiring were brought to code. never did this customer ever call us back to say that they were having problems. The only time I heard back from Mrs. [redacted] was the day that [redacted] 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 doing. I told Mrs. [redacted] that it sounds like she should of called us out to her residence if she was having problems. She said that I Owe her $2250.00 for [redacted] Services. I informed her that after we reinstalled the equipment, everything was at code. and 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.[redacted]Service ManagerAir Care

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.

I have reviewed the response made by the business in reference to complaint ID [redacted], 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/c. I'm an intelligent woman with a masters degree which prompted me to mark it green. So if [redacted] changed out a breaker which one did he change? I want my $35 and an admission he didn't do the work. I'm offended you would accuse me of not wanting to pay when I paid up front for work not done that day.

Regards,

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

We had a service technician come by to see why our AC unit was not cooling. Tech said it would need a new compressor and freon, and that it tripped a breaker. Said if would cost $3,400 or he could get us cooled off "quicker" if we bought a new AC unit for "just a couple thousand dollars" more, which he recommended we should do. He said it would be about $5,900. I asked if it was a 14 seer. He said no, a 13 seer. Well I know the new law is out now and they should be installing 14 seers now. He said "you are one smart cookie"! He quoted us a price of "$8,000 out the door for a 15 seer". I told him no, we would have to talk about this. I know our Trane AC is only about 7 years old and I did not believe the compressor was bad. He also did not say that Trane compressors are warranted for 10 years!!! So if I truly needed a new compressor, my warranty is still good and I could order it from Trane and just pay for installation!

I had another technician come take a look that is the husband of a fellow employee. He has his own business. He came right over and checked the compressor and said there was nothing wrong with it at all! It had tripped the breaker again so he checked the panel and there were some loose wires and he tightened them up. AC came on, stayed on and we had cool air once again!! This has been about a week and a half now and no more problems!!

I would never ever recommend Air Care Cooling & Heating to anyone. This technician is just a flat out liar and trying to scam people into buying something expensive that they do not need!! I am in a business where people do ask me to recommend contractors, handymen, etc. You can bet I will tell them to stay away from Air Care.

I also called the company twice and only get an answering service each time. I have left several messages, but no one has ever called me back!! STAY AWAY FROM THIS COMPANY!!

This is in response to Mrs. [redacted] complaint to our company.  Mrs. [redacted] called our company out on Sunday July 13th, 2014 on an emergency basis because she had no air conditioning. So we came out to diagnose and trouble shoot her issues with her system. After diagnosing a problem...

with the condensing unit, our technician gave her the option to replace the entire system which includes the air handler and the condenser with the newer 410a refrigerant. However, it is still legal and available to all heating and cooling contractors to install dry condensing units if the customer so desires to because of a price savings compared to the newer r410a systems which are much  more expensive!!! Mrs. [redacted] chose to go with the "dry" condenser, where we include the r-22 refrigerant, labor, condenser, filter dryer, and a preventive maintenance agreement. She agreed to all of this so we had to go to our dealer and have them open their doors on a Sunday, so we could pick up all of the equipment, which costs us a certain percentage to do this. We showed up at her door with the new equipment, (which we had already paid for) on that Sunday afternoon.  We were barely informed of Mrs. [redacted] cancellation of installation at this point. Mrs. [redacted] had a gentleman call the on call dispatcher and inform her of Mrs. [redacted] cancellation due to the fact that he knew some other HVAC contractor who could give Mrs. [redacted] a unit at a better price, who he already had at the property at the time of our arrival with the equipment. So at this point we had gone through diagnosing, emergency service, running credit application for financing, picking up new equipment and arriving to her home to only then find out she was canceling after she had a few hours to call sooner she waited till after the technicians were dispatched with the new equipment to inform us of cancellation as they were just arriving to her home.  Air Care is in everyway entitled to the 30% cancellation fee for our services that is printed on our contract which she signed, agreed to, and also has a copy in her possession.  We are not at fault for her decision to go with another provider because she found the equipment cheaper, we should not be responsible for the fees we incurred to try and help take care of her emergency needs she should liable for the fees we incurred that she has not paid a dime of.

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.