Air Care Cooling & Heating

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,

Review: I bought a 5 year contract from Air Care regarding servicing A/C and heating twice a year on the condo listed in my complaint for $599.00. The contract reads that I am entitled to 2 pounds of Freon for the A/C for 5 years. On Tuesday, July 16, 2013, a service man from Air Care named [redacted] came to the unit, and said he put in 3 and 1/2 pounds of Freon and sealed a leak and charged me $600.00. Wjhen he was shown the contract purchased in 2011 for $599 saying I get 2 pounds of freon free for five years, he told me some law had been passed recently that said he can't honor the contract and charged me $600 for the freon and supposedly leaking seal. I've had Air Care come out before and never had I had to pay to seal a supposedly leaking seal and for the freon. I feel Air Care took total advantage of my desperate situation, as I had no air and it was over 100 degrees. Please see if you can help me get my money back. I have all the documents to support my claim. Thank you.Desired Settlement: I would like a refund of the money I paid Air Care since I have a contract with them stating I do not have to pay for 2 pounds of freon. This has never happened before when I have had them out.

Business

Response:

To respond to [redacted] complaint:

I talked to [redacted] and explained to her the night before why we could not just put r-22 in her unit that leaked HCFC'S as it is destroying the ozone layer this has caused the price of r-22 to be over 700 for a few pound jug. I explained to her it would have to be fixed all the other times we had come out before she had played on our tech's emotions saying she had no money to fix it and we did it! To be gracious to her Now it is the law we have to fix it in fact we will have to report it now as a bad machine that will need replacement or [redacted] and Air Care will face fines. This is another case of a customer who say's herself we had helped her for nothing no charge in the past and now we send a tech out who follows the rules and says you need to pay and she sends a letter to the Revdex.com demanding all her money back. We discounted the leak repair from $400.00 to $239.00 for a service contract customer. No charge on the service call which was after hours or should I say before 6am still $60.00 but we did not charge her for the fee. I cannot discount r-22 it is what it is. anyway we came out the last 2 years and she couldn't pay or so she told the tech. New tech same bill but he charged her this time.

Consumer

Response:

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.

Regards,

Air Care manager's response is not only a lie but very unprofessional. He spoke with me on 7/24/2013 after I asked to have a manager call me, as the tech that came to my home on 7/24/2013 told me a manager would be contacting me but never did. The reason for the return trip by air care on 7/24/13 was because my a/c stopped working, and I had just paid air care $632 on 7/16/13 to service the unit, which by the way, I purchased new from air care in 2007 for $2,450. I nor anyone in my home ever said "I have no money" nor did I or anyone in my home present when air care came out play on any "tech's emotions." My father was there several times when air care out to do the 2 yearly maintenance visits on a/c and heating according to the 5 year preventative maintenance agreement we purchased from a wonderful tech named [redacted] on 5/14/2011 for $599. It clearly states in the contract I am entitled "up to 2 lbs. of freon as need at no charge." I never had a problem with air care putting in the 2 lbs of freon (if needed) in the past; therefore, air care manager's comment about me or anyone else in my home saying we won't pay is offensive and clearly untrue. I have a paper trail to prove we always paid for everything not covered in the contract. The contract states we get 20% off for labor and parts. Regarding the manager's comment about the 6 am visit on 7/24/13 - air care was scheduled to come out between 7 and 9 with a courtesy call before arrival. The tech knocked on my door at 6:30am (no prior call). Finally, my grievance is that I paid $632 on 7/16/2013 to air care to fix my a/c, which stopped working 8 days later and they charged me for 2 lbs. of freon which was suppose to be covered in my contract. The manager did insinuate on 7/24/2013 if I move forward with my complaint to Revdex.com he would call the [redacted] on me. I have a new a/c company taking care of my a/c now and they have assured me they have only seen one minor seal leak in my entire development and said it is not common, especially with a new a/c unit.

Business

Response:

Air Care’s technician visited [redacted] on 7/24/13. Air Care diagnosed the compressor motor not turning on due to a leak in an area that she made known she already knew about for the last couple of years. She stated that she had not wanted to fix this issue because she would have to contact her Home Owners Association. Air Care has performed scheduled preventive maintenance per [redacted]’s preventive maintenance agreement which provides up to two pounds of refrigerant if needed. Refrigerant has been added during each preventive maintenance check. If Air Care performs a service call as is the case in this issue, the customer is charged for the refrigerant. [redacted] was informed by Air Care that it is Air Care’s responsibility to report a leak as severe as this to the [redacted].

Consumer

Response:

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.

Regards,

Since Air Care came out on 7/16/13 and 7/24/13 (a/c stopped working in 8 days) and diagnosed my a/c problem as a leak, I had 2 other a/c and heating companies look at my a/c unit. The problem with my a/c unit was that the compressor motor needed replacing. Since the unit was still under warranty, the company I went with replaced the compressor motor, a 4 hour visit, and I paid for labor only. I was also informed by both companies that you cannot diagnose a leak until after the compressor motor is running. My new a/c company used the [redacted] leak detector to check for leaking AFTER the compressor was installed. Both companies have A+ ratings with Revdex.com. I never told Air Care that I "had not wanted to fix the issue" because I would have to contact my HOA. I did contact my HOA about the leak and they gave me the name of the company I now use, and this company said he works on units in my development all the time, and an a/c leak is very rare. I feel over the last several years, when Air Care came out to do the 2 yearly preventative maintenance checks, I was paying for freon( over 2 lbs.) that I did not need. I also understand, that many tech's make a commission on the visits. My new company does not. The $632 I paid air care on 7/16/13 was for nothing, except lesson well learned. Check the Revdex.com, talk to people, and get a second or third opinion.

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.

Review: We have been regular customers for a few years now with Air Care. As such we have a paid for service agreement with them where they come out to the house twice a year to service and inspect our AC unit at no cost. Upon servicing our unit on 8/21/13 the tech observed that the pan under the attic unit was filling up and that both the drain lines for the unit and the pan were clogged. The recommendation was to do a thorough cleaning of the unit and the pipes for $250 and install an over flow safety switch for $189. We opted to have the unit cleaned and not to install the switch at that time, so we paid $250 and the tech cleaned the unit. To our surprise, less than 24 hours later we found a leak in the drywall right below the unit. We immediately called them out to examine what was going on. The owner came to the house to observe the leak and upon examining the unit and the invoice from the previous day said that had we had the switch installed this wouldn't have happened. To which I responded had your tech done the job well the day prior we wouldn't have had a leak. After much deliberation over a few days the owner agreed to install a switch at no charge and to repair the drywall. Weeks went by before they got someone out to the house to fix the drywall. Additionally the individuals who fixed it failed to finish in one day and took a couple more weeks to come out and finish the job. Upon observing the finished patch and texture of the drywall the job was poorly done to say the least. The final patch had cracks in the drywall and the texture was splattered all over the hallway and not cleaned up properly. We have contacted them multiple times asking them to come out and look at it to correct the poor workmanship and we have yet to hear back or have any repairs done. It has been over 8 weeks since the damage and during this time we have had to call the office at least a dozen times because they do not get back with us.Desired Settlement: I would like Air Care to hire a licensed drywall contractor to come out and complete the work in a timely manner and with good workmanship.

Business

Response:

We have been working with the [redacted]'s on resolving this issue. Our main drywall guy had been out of town. He is currently working to resolve this issue and is scheduled to do work next week. Mr. [redacted] will be retracting his complaint as soon as work is finished. This is not a valid complaint we just needed a little time to get our contractor out there.

Review: Air Care initially came to my house and performed $600 worth of repairs in June of 2013 after my unit was not blowing cold air. They replaced the fan motor and did additional repairs. On June 13, 2014 my AC unit was again not blowing cold air. Two technicians came to my house at 9:00 am on 6/13/14. After a brief review of my unit I was told that the compressor was bad and that I should replace the unit due to its age. I was told the price for the compressor was $2500, but it would only last a year, and that a new unit would be a better option at $5200. Due to the cost of those options I decided on a second opinion. Later that same day another company came out to look at the AC unit, replaced the capacitor and had the unit working within 20 minutes. I was then told that the compressor was fine, but additional repairs were needed due to the inferior work performed the prior year. The technician with Air Care put in the wrong sized parts, and caused the capacitor to malfunction, resulting in the additional repairs that I again had to pay $650 for. I was told that the fan motor and other parts were beaten into the unit. I am displeased with the quality of work performed in 2013, but mainly I am disappointed with the dishonesty that I was faced with on 6/13/14 when I was told that I should pay them $5,000 to replace my AC unit. The technicians at Air Care are either poorly educated in repairs and maintenance of AC units, or they're blatently trying to take advantage of people. This is really bad business and not the way to maintain customer loyalty.Desired Settlement: I would like the $60.00 that I paid for the service call refunded to my account. They performed no work and were dishonest during that visit on 6/13/14. That is a small amount to pay to compensate for their subpar service.

Business

Response:

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.

Two of Air Cares technicians came and checked my air conditioner today. They came on time, they were very professional and obviously technically proficient. They resolved my problem quickly and at a reasonable cost. I am very satisfied with their service!

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!!

Review: My A/C was not blowing out cool air and I currently have a warranty and service contract with Air Care. When I called the after hours service they said they would send someone out the next morning. Two men came to my house and looked at my A/C and told me everything was fine it could be my compressor but they went to my breaker box on the side of my house and told me it was the breaker and I needed a new one that they didn't have one on them but would return the next day to install and stated they would but a larger amp in and leave me my receipt under my mat at the front door. I paid the full amount of $435.60 by check.

The next morning, I had this feeling that they wouldn't show up so I marked the breaker with a GREEN magic marker and even took pictures of my markings. When I returned home I went to the front door to get my receipt and it wasn't there so I then went to the breaker box and the green markings were still there. I called the after hours call center and [redacted] promptly returned my call. She told me [redacted] forgot to leave the receipt but he did change out the breaker. I said, "oh really, because the markings I placed on the breaker before I left this morning at 6am are still there so I know he did not come out to change the breaker and this was a theft of services." She stated she would have the manager call me. [redacted] then called me and explained to me that [redacted] was training and the story he got from [redacted] was that he let the trainee change out the breaker. I explained to him that if the trainee did not change it out and this was a theft of services. He assured me he would mail me the check back. I told him I stopped payment on the check as well and the bank charged me $35.00 to stop payment and I would like this refunded as well. His response was, "I wish you hadn't done that, I will mail the check back." This was on Monday August 17 and today is August 22nd and still do not have the check he promised to mail back. When I ask [redacted] what he was going to do about his employee his response was, "[redacted] is the only employee that I have and I will deal with him but I have no employees for the field." I also questioned the integrity of the company and now I question the work they did on my house back in May that cost me $3400.00. Was this a theft of services too? I informed [redacted] I have a warranty with his company but now this is a lack of trust and I would not be using his company any longer due to the theft of services and lack of integrity and he told me I should find someone else.Desired Settlement: I am requesting my check be mailed back as promised along with my stop payment charge of $35.00 in case they did try and cash my check. How will they handle any warranty problem that I have since I have one with them for 1 year? It's obvious I can't trust them and question whether I needed that work in the first place?

Business

Response:

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.

Consumer

Response:

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,

Business

Response:

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.

Review: A few days before 5/15/15, I received a call from Air Care regarding my NC unit. Thinking that it was my current company with whom I had been using, I scheduled with them to come out to my house. On 5/1 5/1 5, a person drove up in what I saw as an unmarked white truck. He introduced himself as being from Air Care. I went out to my NC unit with him and watched him while he was working on my unit. It seemed to me that he hurried through the checking of my unit. He also seemed to take photos of the inside.After he had "checked everything out", we sat down inside my house and he proceeded to tell me about all that he felt "needed fixing very soon". He showed me the "photos of the inside of my unit". He had many photos that he could not have possibly taken. I thought that there were too many photos of my unit, but I gave him the benefit of the doubt and let him continue with his findings. He said that I needed a "surge protector" to protect my unit. (While he was telling me this, he started to flirt with me, making me very uncomfortable! He went outside to "fix" my NC. He was back inside very quickly. I paid him the $320 he charged (including $39.95 for the visit). It seemed excessive to me. I felt that I had no choice but to pay the whole amount. Before he left, he asked me to not tell his boss about the flirting. He gave me his own phone number so that I could call him "if! needed further help". He gave me the notion that I may call him if! wanted to follow through with his flirting. Within a couple of days, I started to notice that my unit wasn't putting out much cooling. On Saturday, 5/30/15, I called the company for a weekend call because I had no cool air coming out the vents. Another person showed up within Y, hour and seemed really nice about having to come out on Saturday.However, while he was looking at my NC, I went inside for a few minutes. When I came back outside, there was substance squirting out at a high volume. He stopped it as soon as he saw me. He said that I had a bad freon leak. He stated that my unit needed to be replaced because the cost of repair would be just a little less than a new unit. He also stated that the unit I had was "not made for mobile homes". He wanted to replace it with a small unit that to him was "made to use for mobile homes".He wanted to replace it Sunday morning. I needed to call my sister who would have had to pay for the unit. She told me that I needed a second opinion. I told "[redacted]" that I needed a little bit of time before I could make a purchase. He said he would wait for my call and that he would not replace the lost freon until I called to OK the purchase of a new unit. After he left, I called a friend who works on A/C's in my mobile home park. He came over and told me that it was obvious that the freon was very low. There was evidence that a cap on the freon had been opened to let out freon and that the cap had not even put back on" He said that it was also obvious that freon had been let out of the unit.He put freon in my unit. He charged me $100. "[redacted]" had quoted $500 My A/C took 5 lb. My friend told me that if my unit started blowing warm air to call him regarding a possible leak. It has been 5 days. The unit is working perfectly and there has been no sign offreon leakage. "[redacted]" charged me $69. I was pretty sure that the company had quoted me "$60". I wasn't positive so I paid it.The charges were:5- 15-15 $3205-30-15 $69TOTAL $389All of this was billed to me as absolutely necessary. None of these charges were necessary. I was pressured into these charges. I am a single woman 60 years of age. I am sure that they saw me an "easy target" to make money.Desired Settlement: I have called the company without success. I need to get my money back! I live on disability $$ and cannot afford to be ripped off!!

Business

Response:

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.

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.

Review: Air Care installed two new electric cooling and natural gas furnaces in our home. One furnace and blower was installed in the garage and one in the attic. After three months, we discovered that no vent was installed on the furnace in the attic. Had the unit been turned on, carbon monoxide would have been released throughout the house. We contacted the company and they sent two different technicians to reinstall the attic unit. It was at this point that we learned the original technicians that installed both units had received complaints of improper installation and were no longer with the company. The company made no attempt to initiate a check of the system prior to our call. Additionally they failed to make any attempt to examine the other units to ensure they were operating in a safe and efficient manner. After the second group of technicians left, we continued to have issues and concerns regarding the units. To ensure the units were safe to operate, we hired another HVAC company to perform an independent safety evaluation of the units. We discovered that each of the units (the garage unit, the attic unit, and the outside compressors) had serious safety and operational flaws. For example, the unit in the garage was improperly sealed and would allow carbon monoxide from an auto to be distributed throughout the house, the unit's polarity was reversed leading to short inefficient cycles, and the natural gas line was not replaced as is required by the building code. The unit in the attic was inadequately suspended, had numerous inadequate seals which led to hot air being blown in the attic, had a support to the attic beam that was not up to building code, had an undersized overflow drip pan, had water drains that ran "uphill," and they had wired around an automatic safety shutoff so the unit would operate even when unsafe to do so. The compressor units outside were not grounded and improper wire ties were used, both a clear safety hazard. These are not the only failings of the installation.

We did contact Air Care to notify them of our expense. They asked why we failed to contact them for repair and we explained an obvious lack of confidence that they were able to ensure our safety or provide appropriate service based on our prior experience. The owner refused to reimburse us for our additional costs, even though we had paid approximately $15,000 for the initial install.Desired Settlement: The safety check performed by the other air conditioning and heating company identified safety and operational problems that were pervasive. Furthermore, the company failed to inform us or inspect the units when they knew the initial installers were installing units in an unsafe manner. As a result, we had no confidence the company would identify or correct any problems if we again informed them of the results of the safety check. The unit in the attic had to be completely reinstalled so that it would operate in a safe and efficient manner. The units in the garage and outside needed repairs to ensure they operated in a safe and efficient manner. We have expended $2,225.38 to correct these problems. We would expect the company would reimburse this money.

Business

Response:

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

Consumer

Response:

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,

Business

Response:

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

Review: On Sunday Morning at 7 am my AC went out. I called based off of an internet add that I saw. They came out to diagnose the issue. At this point they said my air-conditioning unit was dead and needed to be replaced. Not knowing anything about AC I as a single female felt pressured into setting up a time for them to come back later. They said they would replace the outside unit for $4800 for a 3 ton unit. I have a small house. An hour later I found out that my house had a split unit and then 2 other companies told me that both units should be replaced because there has been a new law about freon and if I didn't replace both units then I would have issues later on because the 2 freons are not compatible. Both companies said that I cold get both the outside and inside units replaced for the same price these guys were charging me for one outside unit. I called them quickly with my new information and asked them to solve the issue or lower the price. They wouldn't do anything and got very angry with me. they threatened me on the phone and really scared me to the point of tears. I canceled with them and never signed a contract for work. I then looked on the form that says I can cancel within 24 hours with written notice. I tired to cancel but the address for the company they gave me was an address that was no good and I had my mail returned to me two times. This included a certified mail. Arizona law gives me a 3 day right of recension. Since then I have received a letter that says they are putting a lien on my house in the amount of 30% of the $4800 for services that were not ever done. I had another company come in and do it the right way for the same price. this company has never sent me a bill or invoice they just decided to charge me.Desired Settlement: I want an unconditional full and final waiver releasing this lien notice for work that was not done and a clear billing.

Business

Response:

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.

Review: On December 18, 2014, I called Air Care to inspect my A/C units. The service manager after about 10 minutes informed me that $4060 worth of electrical equipment was necessary to protect the integrity of the units. I asked very clear and concise questions regarding the necessity of this equipment. I was informed that this equipment was indeed necessary and not optional. As a result, I bought the necessary equipment and completed the transaction. I should have researched the equipment better. That was a personal failure on my part. On April 23, 2015, Air Care came out to do an A/C inspection. They determined that an additional $604 was necessary to keep the units functioning. Once again, I trusted the opinion of a professional.

However, on August 10, 2015, I had to purchase a new A/C unit from Air Care. The unit cost $6400 and added to the grand total. After the final visit (i.e., 8/10), I was motivated to check the legitimacy of the $11,000 I spent with this company. I called the manager of Air Care to discuss the issue.

The manager confirmed what I had feared: The work was an upgrade and really not required for the household. During this conversation, the manager also admitted that several employees, including the individual that sold me $4060 in electrical equipment, had to be dismissed because of questionable business practices. As a superior respondent, the owner is still responsible for these individuals. The manager informed that no money would be returned because that is "no way to run a business".

My next step was to obtain quotes and advice from other A/C contractors. These companies provided the final confirmation that I received work that was unnecessary and not required. These companies also stated that the work and equipment price was extreme. This has been a financial hardship to my family. This company lacks integrity and utilizes questionable business ethics.Desired Settlement: The company should return or match quotes from other companies. The work was unnecessary and performed based on unethical sale tactics from a dismissed employee.

Business

Response:

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.

Consumer

Response:

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.

Business

Response:

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.

Review: I contracted for a new HVAC system that Technician said would be solid, energy efficient and quiet. I was tricked with a price switch so overpaid by $1500 and received a system that is minimum Seer not recognized by utility or government as being energy efficient, not designed for AZ heat per their own QC inspector and so noisy that I cannot enjoy my own back yard. I have made no less than 10 calls to this company and just keep getting put off.Desired Settlement: To receive a new HVAC system designed for AZ, minimum 16 Seer rating that is solid and quiet OR a refund of $2400 that I was overcharged. I received bids for this exact system for $5500 - $5800 but was charged $8200.

Business

Response:

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

Review: Technician from Air Care arrived 11-02-2013 for winter check on air conditioner/heat pump (on roof unit). Technician went through, in length, the many problems that he said he found; stating that the unit was not a 2011 model, that it is was leaking coolant, that it had the wrong mounts securing it to the roof; showed many photos from his iphone, trying to validate his findings. He charged $39.95 for the so called inspection. I refused to have him do any work. The next day I called the firm which sold me the unit and which installed it July 7, 2012, who came out at no charge and verified that the unit was indeed a new unit when sold to me; it needed no repairs and it was not leaking any coolant. In fact the seal that has to be broken to check the refrigerant had not been broken. No way would the technician know that coolant was needed. I called Air Care to complain and got a call back from an assistant office manager who said she would report my complaint to the technician's manager and some one would report back to me. It is now Nov. 11, and I have not heard back from Air Care.Desired Settlement: A refund $39.95 would be appropriate resolve and my complaint be filed with the Revdex.com.

Business

Response:

We have followed up with this customer we spoke with in regards to the complaint and resolved the issue. Customer will be contacting the Revdex.com to retract his statement, customer will receive a refund on $39.95 as he requested. Spoke to customer on 11/18/2013 at 130pm

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: When I purchased my new A/C unit on 6/14/2010 it came with a 10 year Labor, Parts, Compressor, Heat Exchanger. On 7/11/13 the unit quit cooling, I called Air Care and they said they would come out but I would have to pay a $300 service charge, this was of course after first being told I purchased the warranty from a 3rd party(not true it's on their bid and invoice). I was told by Heather the manager Tony would call me, I called 3 more times that day and could only get their answering service. I called on the 12th again only the answering service, finally around 11:30 I called and was told I have to pay $300 service call fee and spoke to a [redacted] who said he was the owner. Needless to say I had to hire another company who cam and changed the $6 part and told me the parts are covered by [redacted] the manufacturer through the company that purchased the unit.Desired Settlement: Give me a refund so I can purchase an extended warranty from someone else.

Business

Response:

In response to [redacted] complaint first of all no where in his warranty does it state that he is not subject to any service call fees. His parts and labor are all that is covered under his warranty. Second of all we told him he can use another provider for his extended warranty plan. Also what [redacted] has failed to state in his complaint is how the last time we were out to warranty a part we stated with out regular maintenance of his equipment he voids his warranty. We have no knowledge of him doing any regular routine maintenance on his equipment. Our service call fee is our fee we have already told him we had no problem coming out he just has to pay for the service call fee. So we will not be issuing a refund for his warranty

Consumer

Response:

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.

Air Care response is nothing. Yes they came out and serviced the unit when it broke down after 3 days of waiting and it was under warranty, and the tech wrote the on the invoice about voiding the warranty if not maintained. I get my unit tuned up by [redacted]s Comfort Systems yearly. When he came last fall for my yearly check-up and looked at the ticket he said that there is no maintenance on a fan motor, nothing, and I repeat nothing can be done to maintain a fan motor, and it should have been covered under the warranty. Air Care made me wait 3 days because they wanted me to pay for their service plan at another $900.00+. When a customer buys a 10 year Labor, Parts, etc. warranty there is nothing on the invoice stating there will be a service call of any amount and certainly not a $300.00 service call. Air Care is dishonest about their warranty and service and if people are lucky enough to look up the company they should have a expectation of what they are getting. Why would a reputable company have 3 different names and 1 phone number?

Regards,

Business

Response:

For every customer of Air Care whether being a new customer old customer or a customer with a preventive maintenance agreement they are all charged a service call fee. Our technicians are trained to inquire about preventive maintenance programs and if our customers have none, they will offer one. The importance of preventive maintenance is that warranty companies will not honor their warranties if proper preventive maintenance has not been done. Air Care wants the opportunity to perform the warranty work but will need documentation showing that preventive maintenance has been done up to this point. He can have another company do the warranty work if he chooses to do so the choice is up to him.

Consumer

Response:

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.

[Provide details of why you are not satisfied with this resolution.] Look, no one asked me for anything when they finally came and fixed the unit. After 3-4 days of waiting (because we only do warranty work after all our other work is done unless of course you buy a service plan from us) the tech changed out the fan motor wrote up a ticket and said I had to sign it. The sad part of that deal was 3 weeks before the motor went bad I had called AirCare and explained how it was making terrible sounds, they called back and I was told I would be contacted by a tech. One called and said he would be over that morning, I waited and called, no answer back. At around 6pm I get a call and he asks about the unit, I said it's working and the noise has stopped. He says he isn't coming then that night and never does show up. Bottom line is AirCare owners are liars, when a warranty is sold that includes labor that means doing the work. Sure any company can get the parts under warranty for free but you pay a labor charge. Why would anyone buy an extended warranty that included parts and labor pay a $300 service call, they wouldn't and no where does it say you must pay a service call. This is how a bt companies operate, always change the game. Last time it was the waiting, so I would get someone else, this time it changed again the service call fee. No where does it state warranty work must wait or there will be a service fee. AirCare just waits people out and talks bull till people can't wait any longer, it's a moving target. They almost never answer the office phone when they know its you and every techs number is blocked so when they call and don't show you can't call to find out where or when they might show. Either a company stands by their word or warranty or they don't.

Regards,

Consumer

Response:

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.

[Provide details of why you are not satisfied with this resolution.] Look, no one asked me for anything when they finally came and fixed the unit. After 3-4 days of waiting (because we only do warranty work after all our other work is done unless of course you buy a service plan from us) the tech changed out the fan motor wrote up a ticket and said I had to sign it. The sad part of that deal was 3 weeks before the motor went bad I had called AirCare and explained how it was making terrible sounds, they called back and I was told I would be contacted by a tech. One called and said he would be over that morning, I waited and called, no answer back. At around 6pm I get a call and he asks about the unit, I said it's working and the noise has stopped. He says he isn't coming then that night and never does show up. Bottom line is AirCare owners are liars, when a warranty is sold that includes labor that means doing the work. Sure any company can get the parts under warranty for free but you pay a labor charge. Why would anyone buy an extended warranty that included parts and labor pay a $300 service call, they wouldn't and no where does it say you must pay a service call. This is how a bt companies operate, always change the game. Last time it was the waiting, so I would get someone else, this time it changed again the service call fee. No where does it state warranty work must wait or there will be a service fee. AirCare just waits people out and talks bull till people can't wait any longer, it's a moving target. They almost never answer the office phone when they know its you and every techs number is blocked so when they call and don't show you can't call to find out where or when they might show. Either a company stands by their word or warranty or they don't.

Regards,