Initial Business Response /* (1000, 5, 2014/12/01) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@aircomfortsolutions.net
Regarding case#: XXXXXXXX, Air Comfort Solutions has refunded the customers service call fee in the amount of $129,...
although we ask that he allows 7-10 business days from 11/28/2014 to receive the refund. The technician described what he found wrong with the furnace and notated his recommendations on his paperwork, the customer decided to have a second opinion performed by another company. In Air Comfort Solutions defense, the husband was not there, instead it was the wife, therefore the conversations regarding the furnace were communicated between our technician and the wife. Regardless, our technician told us his side of the story and what was told to her, unfortunately the communication between both parties was not clear. Needless to say a refund has been submitted for the trouble they experienced. Thank you.
Complaint: [redacted]
I am rejecting this response because:
I feel what the tech did was intentional and the sales rep also knew the wire was disconnected they did it my 85 yr old mother spent another day and night without out air conditioning and my 8 yr old daughter yes I did stop payment under advise of attorney because I was overcharged for the part I was fortunate enough to have someone to check what they did there are a lot of people they have and will continue to take advantage of not sure what can be done but they need to be held accountable for taking advantage of the elderly and single parent household I have my mom at doctors office now they are concerned because her breathing is worse so know apology is not good enough my next call will probably be DhS Adult Protective services I hope they will not be able to do this again
Sincerely,
[redacted]
Initial Business Response /* (1000, 5, 2014/06/03) */
Contact Name and Title: [redacted], Manager
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@aircomfortsolutions.net
In response to this case, Air Comfort Solutions is in the process of refunding the customer's $104 service call...
fee that they paid. The customer should receive the refund check in 7-10 business days.
Thank you,
[redacted]
Customer Service Manager
ACS installed my heat and air system 11 years ago. I have had to have parts replaced and repaired (at my expense) almost every year since. This year (2016) it needed service again (second time this year) and I find out that it is NOT fixable. An 11 year old system is totally beyond repair! To be sure, I had more than one company to come out to check the system out. The absolute recommendation of each company was that I need a total new system They went so far as to say that the system was initially very poorly installed They even put this in writing. Unbelievable! There is more to the story, but I am stopping here in the interest of time. Do not buy from this company!
Initial Business Response /* (1000, 5, 2014/07/29) */
Contact Name and Title: [redacted], Manager
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@aircomfortsolutions.net
In response to case # XXXXXXXX, our General Manager has spoke to the employee who handled this situation...
incorrectly and has also contacted the customer himself and spoke with them. We issued a refund of the $129 service fee as well due to the unpleasant encounter. Please contact me with any further questions or concerns. Thank you.
Called on Monday morning for service. Was told it would be Tuesday between 8 am & 12 pm or between 1 pm & 4pm. We chose the earlier time. After waiting until 1pm on Tuesday, I called to ask what the problem was. They said it was scheduled for Wednesday. When I was on the phone with the lady Monday, I repeated what she was saying to my husband and there was another person sitting there also. Both said I had repeated her schedule as Tuesday.
BEWARE- this company will rip you of! I called Air Comfort Solutions and scheduled a routine maintenance on my air conditioning unit. After they took care of the routine maintenance, they told us we had a part out. So, I told them to order the part and scheduled another time for them to come out and fix the issue. In the meantime our unit stopped working altogether. I called to see if they could come out a day earlier than planned, they could not. On the day they were scheduled to come out in between 2 pm and 6 pm, they called me at 4:58 pm informing me that they forgot to order the part for my unit. Keep in mind it’s over 100 degrees outside, and my unit is not working at all. Yes, I was very angry! The person I was talking to hung up on me, then called back saying we were disconnected. I asked them to never call my number again, that I would find someone else to fix my unit. I called a wonderful company out of Mustang, OK. They actually came out the same night, fixed my unit. They charged me less than half of what Air Comfort Solutions was going to charge.
Initial Business Response /* (1000, 5, 2014/06/30) */
Contact Name and Title: [redacted], Manager
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@aircomfortsolutions.net
In regards to case #:XXXXXXXX, the proper refund paperwork has been filled out and the customer should receive...
their refund check in the amount of $104 within 7-10 business days. Thank you.
Initial Business Response /* (1000, 5, 2015/05/08) */
Contact Name and Title: [redacted], Supervisor
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@aircomfortsolutions.net
Regarding case# XXXXXXXX, a refund is in the process in the amount of $139. We ask that the customer allow 7-10...
business days to receive the refund via mail. I apologize for the incident and that technician has been spoken with and proper action has been taken. Please contact me with any other concerns or questions you may have regarding this case. Thank you.
[redacted]
Initial Business Response /* (1000, 5, 2015/09/14) */
Contact Name and Title: [redacted]- C.S. Supervisor
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@aircomfortsolutions.net
In regards to case# XXXXXXXX, the customer called into the office and booked a maintenance check on both...
systems ($99.95 per system). Upon the technicians arrival one unit needed service work performed and the other unit was able to have just the maintenance check performed on it. A maintenance check can not be performed on a unit that isn't working properly, therefore the customer was charged a service call due to the unit not working properly and repair recommendations were presented to the customer. The customer paid a service call of $139 to get the diagnostic of the unit that was unable to have the maintenance performed (they declined repairs) and $99.95 for the one unit that was able to have the maintenance performed as requested. The customer authorized the work prior to being performed, signed the technicians service ticket, and provided him with payment. Please let me know if further information regarding this case is needed. Thank you.
[redacted]
Customer Service Supervisor
Initial Consumer Rebuttal /* (3000, 7, 2015/09/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I was not aware of the difference between a service call and a maintenance check. I told the lady who answered the phone that neither of our units had been checked in several years, they both needed to be cleaned & Freon added and one unit was leaking & needed to be fixed. By the time Tech arrived I had to go back to work. My husband, [redacted] was there and the tech told him that he couldn't put Freon in the main unit, because of the age (I believe 17 yrs.) that it needed a new compressor. But the units were working just fine, there is not a problem with either of the compressors. I just wanted it cleaned & Freon put in. The smaller unit was leaking & without even getting up & looking at the problem area, tech started telling [redacted] how much it was going to cost. [redacted] told tech that he needed to call me ([redacted]) before he did anything. I never got a call from the technician. There was no problem with either of the compressors, we wanted them cleaned & Freon added - that is all. Anything else, the tech was supposed to call me & give me an estimate. Technician looked at the age of the main unit & decided it needed a new compressor - and that was all he was going to do. We still have 2 units not serviced that are dirty, full of leaves & need Freon.
Final Consumer Response /* (2000, 11, 2015/09/22) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Please refund the service fee. Thank you.
Final Business Response /* (4000, 9, 2015/09/22) */
Air Comfort Solutions did perform the tune up on the unit that was working properly upon arrival. It states that on the service ticket under "work performed", that both the hone owner and tech signed off on. I will refund the service fee since the customer doesn't feel the need to pay for a diagnostic, but the 99.95 tune up fee will remain since the work was performed.
Please, do not let your elderly parents call this company out. This company totally ripped off my mom. I have read many complaints about elderly parents that got ripped off. The charges are astronomical and things get replaced that don't need to be replaced. Please be careful! if you need a new system, get many quotes. Companies should not charge a service fee for coming out to give you a quote on a new system. BE WISE!!!
On Sep 16 we had an AC issue and the unit quit cooling. An Air Comfort Solutions (ACS) - Oklahoma City - OK rep went to my house and assessed we need a new condensing unit and a coil for a total of $7,200 which they were calling their basic carrier 14 seer system. I called ACS and they also told my unit was out of warranty, though I have been paying every year together with regular maintenance. I had an extremely bad experience with this company, with several back and forth phone calls, (1) to prove that the unit was still under warranty, (2) to get a write statement of what needed to be done (which I never received). In fact, when they recognized that the unit was under warranty the estimate price of $7,200 went down a few hundred dollar; the company came with a complete different issue with the AC unit. I was so upset. Even after fixing the unit, ACS rep were never able to give me written statement of what was wrong with the unit. Bottom line from this experience, you cannot trust this company, they are very dishonest and they change the story pending on what suits them best.
Initial Business Response /* (1000, 8, 2015/06/30) */
Contact Name and Title: [redacted], Manager
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@aircomfortsolutions.net
Regarding case# XXXXXXXX, anytime someone calls in upset about flyers Air Comfort Solutions notifies the...
contracted out company who distributes the flyers and asks them to longer leave any at that specific location. If the customer would like to give us their address, I can double check to make sure the company has removed him from their list. Thank you.
[redacted]
Customer Service Supervisor
Initial Business Response /* (1000, 5, 2015/11/04) */
Regarding case# XXXXXXXX, our Plumbing Supervisor [redacted] called and spoke to the customer this morning and agreed to a refund in the dollar amount of $375.05. The customer was told to allow 7-10 business days to receive the refund. ...
Please let me know if any additional information is needed. Thank you.
[redacted]
Customer Service Supervisor
Initial Consumer Rebuttal /* (2000, 7, 2015/11/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)
They agreed to refund my money back minus the service call for not fixing my drain problem.
Initial Business Response /* (1000, 13, 2015/05/28) */
Contact Name and Title: [redacted], Supervisor
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@aircomfortsolutions.net
In regards to case# XXXXXXXX, I have asked the customer to send us quotes that she has received from other...
companies on the companies actual proposal or on any kind of paperwork that states the company as being a licensed mechanical company within the state of Oklahoma. The quotes I received were emailed in a word document and unfortunately we need to see that they are from a legit company. As soon as we receive these quotes we will go forward with a resolution. Thank you.
Initial Consumer Rebuttal /* (3000, 15, 2015/05/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I was asked to send quotes but not necessarily on company paper. It would be dishonest to ask companies to waste their time coming to my house to give a quote on installing a system when I have one newly installed. I asked them by email for ballpark quotes, to which they replied (at least one was on a company form,) and I forwarded them as requested. I did not disclose which companies I contacted, but will be glad to do so if necessary. ACS knows they took advantage of a desperate older womanI have yet to hear from a manager/owner in response to my concerns. I am a fair and honest person, but they acted in bad faith and I am only asking for fairness in return. I have no problem with the work that was doneonly with the excessive charges for the work. I also had asked for the unit booklet, and was told it had to stay in the attic with the unit. I thought that was weird, so retrieved it the other day to find it totally water damaged from the unit's condenser. Also, instead of being a regular booklet, it happens to be a photocopied one. I understand that in the grand scheme of their business I am not an important nor influential person, but I have been a loyal customer for several years and am very angry and have lost faith in their integrity.
Final Consumer Response /* (3000, 19, 2015/06/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Response was the company line that it did not act in bad faith in charging me almost twice as much as (I discovered later)as was reasonable.
Had an issue with the a/c, they sent out a serviceman by the name of Randy [redacted]. He did a great job, very nice guy. I'd use them again. Thanks Randy!!!
I was told by the general manager on July 20, 2015 that I would be receiving a refund for unsatisfactory service. I called back today (August 17, 2015) and was told that not only had my refund not been processed but the accounting department didn't even know about it. I am highly disappointed with every one of my dealings with this company.
Initial Business Response /* (1000, 5, 2014/12/01) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@aircomfortsolutions.net
Regarding case#: XXXXXXXX, Air Comfort Solutions has refunded the customers service call fee in the amount of $129,...
although we ask that he allows 7-10 business days from 11/28/2014 to receive the refund. The technician described what he found wrong with the furnace and notated his recommendations on his paperwork, the customer decided to have a second opinion performed by another company. In Air Comfort Solutions defense, the husband was not there, instead it was the wife, therefore the conversations regarding the furnace were communicated between our technician and the wife. Regardless, our technician told us his side of the story and what was told to her, unfortunately the communication between both parties was not clear. Needless to say a refund has been submitted for the trouble they experienced. Thank you.
Complaint: [redacted]
I am rejecting this response because:
I feel what the tech did was intentional and the sales rep also knew the wire was disconnected they did it my 85 yr old mother spent another day and night without out air conditioning and my 8 yr old daughter yes I did stop payment under advise of attorney because I was overcharged for the part I was fortunate enough to have someone to check what they did there are a lot of people they have and will continue to take advantage of not sure what can be done but they need to be held accountable for taking advantage of the elderly and single parent household I have my mom at doctors office now they are concerned because her breathing is worse so know apology is not good enough my next call will probably be DhS Adult Protective services I hope they will not be able to do this again
Sincerely,
[redacted]
Initial Business Response /* (1000, 5, 2014/06/03) */
Contact Name and Title: [redacted], Manager
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@aircomfortsolutions.net
In response to this case, Air Comfort Solutions is in the process of refunding the customer's $104 service call...
fee that they paid. The customer should receive the refund check in 7-10 business days.
Thank you,
[redacted]
Customer Service Manager
ACS installed my heat and air system 11 years ago. I have had to have parts replaced and repaired (at my expense) almost every year since. This year (2016) it needed service again (second time this year) and I find out that it is NOT fixable. An 11 year old system is totally beyond repair! To be sure, I had more than one company to come out to check the system out. The absolute recommendation of each company was that I need a total new system They went so far as to say that the system was initially very poorly installed They even put this in writing. Unbelievable! There is more to the story, but I am stopping here in the interest of time. Do not buy from this company!
Initial Business Response /* (1000, 5, 2014/07/29) */
Contact Name and Title: [redacted], Manager
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@aircomfortsolutions.net
In response to case # XXXXXXXX, our General Manager has spoke to the employee who handled this situation...
incorrectly and has also contacted the customer himself and spoke with them. We issued a refund of the $129 service fee as well due to the unpleasant encounter. Please contact me with any further questions or concerns. Thank you.
Called on Monday morning for service. Was told it would be Tuesday between 8 am & 12 pm or between 1 pm & 4pm. We chose the earlier time. After waiting until 1pm on Tuesday, I called to ask what the problem was. They said it was scheduled for Wednesday. When I was on the phone with the lady Monday, I repeated what she was saying to my husband and there was another person sitting there also. Both said I had repeated her schedule as Tuesday.
Initial Business Response /* (1000, 8, 2014/02/11) */
Air Comfort Solutions will refund the customer $129.00
BEWARE- this company will rip you of
! I called Air Comfort Solutions and scheduled a routine maintenance on my air conditioning unit. After they took care of the routine maintenance, they told us we had a part out. So, I told them to order the part and scheduled another time for them to come out and fix the issue. In the meantime our unit stopped working altogether. I called to see if they could come out a day earlier than planned, they could not. On the day they were scheduled to come out in between 2 pm and 6 pm, they called me at 4:58 pm informing me that they forgot to order the part for my unit. Keep in mind it’s over 100 degrees outside, and my unit is not working at all. Yes, I was very angry! The person I was talking to hung up on me, then called back saying we were disconnected. I asked them to never call my number again, that I would find someone else to fix my unit. I called a wonderful company out of Mustang, OK. They actually came out the same night, fixed my unit. They charged me less than half of what Air Comfort Solutions was going to charge.
Initial Business Response /* (1000, 5, 2014/06/30) */
Contact Name and Title: [redacted], Manager
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@aircomfortsolutions.net
In regards to case #:XXXXXXXX, the proper refund paperwork has been filled out and the customer should receive...
their refund check in the amount of $104 within 7-10 business days. Thank you.
Initial Business Response /* (1000, 5, 2015/05/08) */
Contact Name and Title: [redacted], Supervisor
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@aircomfortsolutions.net
Regarding case# XXXXXXXX, a refund is in the process in the amount of $139. We ask that the customer allow 7-10...
business days to receive the refund via mail. I apologize for the incident and that technician has been spoken with and proper action has been taken. Please contact me with any other concerns or questions you may have regarding this case. Thank you.
[redacted]
Just had their new electrical service. Service was fast, thorough, and they kept me informed every step of the way. An all around pleasant experience.
Initial Business Response /* (1000, 5, 2015/09/14) */
Contact Name and Title: [redacted]- C.S. Supervisor
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@aircomfortsolutions.net
In regards to case# XXXXXXXX, the customer called into the office and booked a maintenance check on both...
systems ($99.95 per system). Upon the technicians arrival one unit needed service work performed and the other unit was able to have just the maintenance check performed on it. A maintenance check can not be performed on a unit that isn't working properly, therefore the customer was charged a service call due to the unit not working properly and repair recommendations were presented to the customer. The customer paid a service call of $139 to get the diagnostic of the unit that was unable to have the maintenance performed (they declined repairs) and $99.95 for the one unit that was able to have the maintenance performed as requested. The customer authorized the work prior to being performed, signed the technicians service ticket, and provided him with payment. Please let me know if further information regarding this case is needed. Thank you.
[redacted]
Customer Service Supervisor
Initial Consumer Rebuttal /* (3000, 7, 2015/09/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I was not aware of the difference between a service call and a maintenance check. I told the lady who answered the phone that neither of our units had been checked in several years, they both needed to be cleaned & Freon added and one unit was leaking & needed to be fixed. By the time Tech arrived I had to go back to work. My husband, [redacted] was there and the tech told him that he couldn't put Freon in the main unit, because of the age (I believe 17 yrs.) that it needed a new compressor. But the units were working just fine, there is not a problem with either of the compressors. I just wanted it cleaned & Freon put in. The smaller unit was leaking & without even getting up & looking at the problem area, tech started telling [redacted] how much it was going to cost. [redacted] told tech that he needed to call me ([redacted]) before he did anything. I never got a call from the technician. There was no problem with either of the compressors, we wanted them cleaned & Freon added - that is all. Anything else, the tech was supposed to call me & give me an estimate. Technician looked at the age of the main unit & decided it needed a new compressor - and that was all he was going to do. We still have 2 units not serviced that are dirty, full of leaves & need Freon.
Final Consumer Response /* (2000, 11, 2015/09/22) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Please refund the service fee. Thank you.
Final Business Response /* (4000, 9, 2015/09/22) */
Air Comfort Solutions did perform the tune up on the unit that was working properly upon arrival. It states that on the service ticket under "work performed", that both the hone owner and tech signed off on. I will refund the service fee since the customer doesn't feel the need to pay for a diagnostic, but the 99.95 tune up fee will remain since the work was performed.
get several bids, this company was $13000. we got same unit for $8000
Please, do not let your elderly parents call this company out. This company totally ripped off my mom. I have read many complaints about elderly parents that got ripped off. The charges are astronomical and things get replaced that don't need to be replaced. Please be careful! if you need a new system, get many quotes. Companies should not charge a service fee for coming out to give you a quote on a new system. BE WISE!!!
On Sep 16 we had an AC issue and the unit quit cooling. An Air Comfort Solutions (ACS) - Oklahoma City - OK rep went to my house and assessed we need a new condensing unit and a coil for a total of $7,200 which they were calling their basic carrier 14 seer system. I called ACS and they also told my unit was out of warranty, though I have been paying every year together with regular maintenance. I had an extremely bad experience with this company, with several back and forth phone calls, (1) to prove that the unit was still under warranty, (2) to get a write statement of what needed to be done (which I never received). In fact, when they recognized that the unit was under warranty the estimate price of $7,200 went down a few hundred dollar; the company came with a complete different issue with the AC unit. I was so upset. Even after fixing the unit, ACS rep were never able to give me written statement of what was wrong with the unit. Bottom line from this experience, you cannot trust this company, they are very dishonest and they change the story pending on what suits them best.
Initial Business Response /* (1000, 8, 2015/06/30) */
Contact Name and Title: [redacted], Manager
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@aircomfortsolutions.net
Regarding case# XXXXXXXX, anytime someone calls in upset about flyers Air Comfort Solutions notifies the...
contracted out company who distributes the flyers and asks them to longer leave any at that specific location. If the customer would like to give us their address, I can double check to make sure the company has removed him from their list. Thank you.
[redacted]
Customer Service Supervisor
Initial Business Response /* (1000, 5, 2015/11/04) */
Regarding case# XXXXXXXX, our Plumbing Supervisor [redacted] called and spoke to the customer this morning and agreed to a refund in the dollar amount of $375.05. The customer was told to allow 7-10 business days to receive the refund. ...
Please let me know if any additional information is needed. Thank you.
[redacted]
Customer Service Supervisor
Initial Consumer Rebuttal /* (2000, 7, 2015/11/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)
They agreed to refund my money back minus the service call for not fixing my drain problem.
Initial Business Response /* (1000, 13, 2015/05/28) */
Contact Name and Title: [redacted], Supervisor
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@aircomfortsolutions.net
In regards to case# XXXXXXXX, I have asked the customer to send us quotes that she has received from other...
companies on the companies actual proposal or on any kind of paperwork that states the company as being a licensed mechanical company within the state of Oklahoma. The quotes I received were emailed in a word document and unfortunately we need to see that they are from a legit company. As soon as we receive these quotes we will go forward with a resolution. Thank you.
Initial Consumer Rebuttal /* (3000, 15, 2015/05/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I was asked to send quotes but not necessarily on company paper. It would be dishonest to ask companies to waste their time coming to my house to give a quote on installing a system when I have one newly installed. I asked them by email for ballpark quotes, to which they replied (at least one was on a company form,) and I forwarded them as requested. I did not disclose which companies I contacted, but will be glad to do so if necessary. ACS knows they took advantage of a desperate older womanI have yet to hear from a manager/owner in response to my concerns. I am a fair and honest person, but they acted in bad faith and I am only asking for fairness in return. I have no problem with the work that was doneonly with the excessive charges for the work. I also had asked for the unit booklet, and was told it had to stay in the attic with the unit. I thought that was weird, so retrieved it the other day to find it totally water damaged from the unit's condenser. Also, instead of being a regular booklet, it happens to be a photocopied one. I understand that in the grand scheme of their business I am not an important nor influential person, but I have been a loyal customer for several years and am very angry and have lost faith in their integrity.
Final Consumer Response /* (3000, 19, 2015/06/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Response was the company line that it did not act in bad faith in charging me almost twice as much as (I discovered later)as was reasonable.
Had an issue with the a/c, they sent out a serviceman by the name of Randy [redacted]. He did a great job, very nice guy. I'd use them again. Thanks Randy!!!
I was told by the general manager on July 20, 2015 that I would be receiving a refund for unsatisfactory service. I called back today (August 17, 2015) and was told that not only had my refund not been processed but the accounting department didn't even know about it. I am highly disappointed with every one of my dealings with this company.