Air Command

On April 12, Air Command came out to inspect my air conditioning unit as I called my Home Warranty company as one of my air conditioning units was not cooling Keith from Air Command said there was a leak and I needed a new evapcoil On April 26, Keith arrived with the Evap Coil and came down stairs as the unit is in the attic and advised me that he was not able to install the coil as the crawl space opening was not large enough, seriously Keith I was told I had to have someone come out and cut that hole larger which, the home builder actually made the correct size, I was not aware of this until I had *** *** *** come out...later in this story I had the hole made larger, cost me another $to have that made larger and then closed and painted after the evap coil was installed Keith installed the evap coil and charged me $for R22, lbs He also told me at the time that the second unit was going to go out as he stated he inspected it and tried to sell me

In May of our air conditioning unit had failedWe had previously worked with Air Command regarding A/C issues so it was natural that we would work with them Air Command recommended an ‘upgrade’ and replacement of our unit through Air Cold Supply, a Ferguson company We ended up with a *** *** *** unit This unit was supposed to be better than our previous unit and we paid almost $6k for it Since May, the unit has not worked correctly Our house does not cool to an acceptable temperature, despite setting the unit at degreesWe have two units for our house and the new unit is causing the old unit to work overtime to make up for the low performance of the new unitIn addition, the new unit makes a loud thumping noise when it startsWe had both Air Command and Air Cold Supply come out to our house several times and they tried a lot of things to fix the problem but eventually said we were out of luck and deemed that there was not a problem with the unitSince we couldn

Keith K*** cancelled service agreement that was part of the quote provided in complete AC system install I did not agree with this and was not given any opportunity to dispute it In addition, work that was supposed to be completed was left unfinished

As a part of the purchase price of the unit, I was to receive preventive maintenance for years This was built into the cost of the entire install, and I paid for this There is a cost associated to this service and it was cancelled unilaterally by Air Command (as mentioned in the response) I was never combative, merely asking that items addressed in my invoice be followed through on In addition, you will notice that it was specifically noted that I would be contacted by a drywall person to fix the hole that was cut in my ceiling I did not ask them to purchase a new thermostat Although the unit will still be covered under warranty, the term of the warranty is now a subject of contention as well Air Command quoted that the unit would be covered under a year warranty, but subsequently sent documentation that the term was only years

Mr *** has not called our office times this month He has called once and then went straight to this venue for complaint Every time Mr *** called our office (while we serviced) Fountain Hills, we scheduled accordingly. Did Mr *** provide proof of maintenance (invoices) that
state he has had his unit cleaned and drain lines cleared If drain lines are not cleared, water will then sit in the drain pan, causing the coil to rust, then develop a Freon leak. Mr *** told the office that other companies have been out and were unable to correct his issue Why is it Air Command's responsible of what other companies did/did not do to the unitThe warranty date on Mr***'s unit begins the date of install, not the date the unit was manufactured We would hope that the Revdex.com would find that Mr *** has not provided enough documentation that Air Command is at fault This claim should be closed without prejudice

Our air conditioning went out and Air Command was very speedy in there call back to make us an appointmentThe technician was on time and very niceHe explained everything he was doing and all that was wrongHe even changed my filtersMy a/c was fixed quicklySo grateful for Air command
Katie T

Company gave very LARGE window of time as to when they would be able to come complete the service Appointment was unavailable for days, once tech supposedly came out and left card in the door and indicated I was not home I specifically waited ALL day for them to come out and they did not knock, ring the door bell, or call Their operator at 222-indicated the tech knocked and called I never received a missed call or heard a knock nor the door bell I am filing with the Revdex.com too based on their poor service Because of their actions I know still have a continued leaking water problem which is causing further damage to my home

Air Command (AC) installed a new air conditioner for me 8/10/Diagnosed the blower motor going out, according to their technician on 7/27/It is still under warrantyTheir interest however was to charge me $for maintenance, which should not be required on a unit that is less than year oldThey told me to find someone else to do it when I told them to just replace the blower (warranted item) So I called someone else who found the real problem not to be the blower motor but something the previous homeowner had done in the air handler, unbeknownst to me So obviously AC did not check the air handler last August, nor today I felt their interest was to charge me for something unnecessary, rather than deal with the warranty issue They got nothing, even though I had to pay someone else about the same to actually cure the problem

The valve is located inside the unit on the roof. The other provider was able to get and install valve on same dayThe other provider said the incorrect size valve appeared to be installed by Air Command there is no excuse for repeated no-shows

Mr [redacted] placed a negative review on us and said how he had to pay another vendor about the same cost of our quote for a coil clean - which was $140.  Why is he asking for $350?Mr [redacted] was informed that our tech felt the blower motor might be going out, however the coil was dirty - which...

causes all parts to run harder when the system can't breathe properly.  We can not warranty out parts that "may be" failing.  The manufacturer tests all parts that come back.  So we needed to verify all obstacles were eliminated to verify the blower was bad.  He refused our quote, which is up to him.  He hired another vendor to come out.  That again was his choice.   In his negative review of us, he states that the blower WASN'T bad.  The problem has something to do with the Air Handler that was done by the previous homeowner.  So this complaint is not valid.  He has is right to not be happy with our diagnosis, however Air Command does not owe Mr [redacted] any money.

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.I have called Air Command in the Past, from 8/4/2010 the original install date, then again shortly after to have leaks fixed in line set, then again in 6/2011 to have new line set installed since it had leaks in it, and was told it had to be replaced, why they were not found in first install? Do not know. Yes they were quick to come out and sell us something more that should have been covered in cost of original install. They had to return again shortly after that to fix another leak in line set, mind you this was the New one installed, was not sealed good at the air handler, they also had to be called out to cover the poor install of line set on Outside of house, not once but twice. Since they were the ORIGINAL installers of the unit, they should have come out to handle problems with unit, even if they no longer serviced Fountain Hills area, No, their response to me was,"We no longer service Fountain Hills", I had to pay another air conditioning company to come out and fix leaks in 2012, 2013 and now, 2014. This was done through my home warranty company, documents can be provided. The first company in 2014, said it was not properly installed, I am not an Air Conditioning Specialist but have been in new home construction, and remodeling in past, so I can only speak for people I have used in the past on this. As for cleaning of unit, each time someone came out, they checked and serviced as needed, I replace my A/C filter depending on time of year, at least ONCE per month sometimes Twice. As for the drain issue he is speaking of, There IS NOT one, drain line and pan are completely clear and only residue in pan is Freon Oil from COIL leak, the coil was Defective from manufacturer, that has been hard to get resolved since Home Warranty Company was told by one of there Vendors "Poor Install", I have spent last 32 days with no air and in 100 to 110 degree heat fighting to get resolved.
Regards,
[redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
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.  The problem with the air handler, as your technician described as maintenance, was apparently never checked by Air Command last August when the unit was installed, or yesterday, but I found someone who figured it out, probably for about the same $$$.  The $350 was my guesstimate initially.  I just don't like to for someone to try to sell me something when they are not even sure of the problem.  You don't owe me anything, nor me you. 
Regards,
[redacted]

Ms [redacted] called our office to discuss this claim (8/31/16).  She was given bad information from [redacted] - that Air Command DOES still work with [redacted].  She said she would call [redacted] and call me back.  I have not heard from her since.

My apologies for my not knowing that the unit was on the roof.  Parts were ordered off the information given.  Air Command has not been a no-show.  No appointment was given for Monday, appointment was scheduled for Tuesday, but due to the rain, that appointment was moved.

As I stated in my last response, the first time we heard about Ms [redacted] having an issue, was the Revdex.com complaint.  She did call me a few hours later and per my last response, said she would call the warranty company and call me back.  I again have not heard from her.Ms [redacted] states the issue has been corrected, we were not give the opportunity to see if we could help her.  We are very disappointed that she is not happy with the service she received from our company.  We would have appreciated the chance to see if we could have helped her.

It is unfortunate that the contractor is being dishonest with respect to resolution of our issues.  This is not about money.  We paid for a consumer product that does not work as promised.  We were promised a unit that would work better, cool our house better, and reduce our electric bills (I have attached a copy of our bill that shows a significant increase between July 2015 and July 2016). That is not what was delivered.  My objective with the Revdex.com is to either ensure the contractor resolves our issues with the existing unit OR that the unit be replaced with a quality unit that works.  We can no longer work with Keith K[redacted] at Air Command as he has resorted to outrageous unprofessional behavior, to the point that we do not feel safe with the idea of him coming into our home.  We would like Air Command to ensure the molding they damaged during installation (picture also attached) is repaired and to provide us with a unit that delivers what was promised.  If Air Command cannot agree to make this right for us, we will need for them to send someone to set the blower to full capacity, and a thermostat that accurately measures the temperature (Keith said he would do this "for a minimal charge" on his last visit).  These two actions should allow us to get through the coming weeks/months while we continue to seek resolution to the overarching problem with Air Command and the faulty AC unit they installed.The day Keith came to our house the air upstairs was set to 71 degrees as it was the only way to get things cooled down up there.  The statement that was made to Keith is “the air was at 71 so it’s cooler up there.”  I have attached emails from July and August of 2016 where we complained about problems with the unit.  A statement was never made that unit is working because it has not worked since day one.  We are not asking for ANY money back.  We are asking for a product that meets the promises made and that provides us with ANY value whatsoever.

Air Command was contacted thru Mr [redacted]'s warranty company.  Technician found the thermal expansion valve (TXV) was bad; parts houses are only open a few hours on Saturday, the part was ordered for Mr [redacted] on Monday.  The TXV is in an attic, so the work would need to be...

scheduled during cooler times of the day.  Mr [redacted] was scheduled for Friday morning, as all of our morning appts were already filled.  Air Command has to protect the health of the technicians in order to continue helping customers.  The part was bad out of the box and needed to be re-ordered.  Air Command does not manufacturer parts.  Mr [redacted] was then rescheduled for Tues (8/9/16) in which a huge storm hit the valley.  Flooding many areas.  Air Command pulled technicians in for safety reasons.  Mr [redacted] was immediately called once that decision was made and rescheduled.  He is scheduled for Friday.  But from his complaint, I understand he no longer needs service. Air Command did nothing wrong with how Mr [redacted]'s service call was handled.  Air Command does not owe Mr [redacted] any funds, as he has not paid anything additional than his warranty company required service fee fo $75.  Mr [redacted]'s out of pocket cost for the repair through his warranty company, besides his service fee would have been $300.  Mr [redacted] elected to call in a non-authorized warranty vendor for the repair.  He did that of his accord.

I'd like to say thanks to air command. And especially my service tech John. I couldn't have had a better experience. My home warrenty sent these guys out and John was awesome. Showed up on time and went above anything I expected. Thanks again.

Adam g.
Phx. Az

It is unfortunate that the contractor is being dishonest with respect to resolution of our issues.  This is not about money.  We paid for a consumer product that does not work as promised.  We were promised a unit that would work better, cool our house better, and reduce our electric bills (I have attached a copy of our bill that shows a significant increase between July 2015 and July 2016). That is not what was delivered. 
My objective with the Revdex.com is to either ensure the contractor resolves our issues with the existing unit OR that the unit be replaced with a quality unit that works.  We can no longer work with Keith K[redacted] at Air Command as he has resorted to outrageous unprofessional behavior, to the point that we do not feel safe with the idea of him coming into our home.  We would like Air Command to ensure the molding they damaged during installation (picture also attached) is repaired and to provide us with a unit that delivers what was promised.  If Air Command cannot agree to make this right for us, we will need for them to send someone to set the blower to full capacity, and a thermostat that accurately measures the temperature (Keith said he would do this "for a minimal charge" on his last visit).  These two actions should allow us to get through the coming weeks/months while we continue to seek resolution to the overarching problem with Air Command and the faulty AC unit they installed.
The day Keith came to our house the air upstairs was set to 71 degrees as it was the only way to get things cooled down up there.  The statement that was made to Keith is “the air was at 71 so it’s cooler up there.”  I have attached emails from July and August of 2016 where we complained about problems with the unit.  A statement was never made that unit is working because it has not worked since day one.  We are not asking for ANY money back.  We are asking for a product that meets the promises made and that provides us with ANY value whatsoever.

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.
I was uncomfortable with Air Command doing the repairs because when the 2 technicians came to my house on Tuesday 7/8/2014, they were very unprofessional. They did tell me that they made a mistake and would replace the incorrect R22 TXV that they installed. When I started to question them about them putting the wrong refrigerant in my system (R22) they got very defensive. They said we don't even know what refrigerant is in your unit. I then told them my receipt states it was low on R22 and that was what I paid for. I then asked them for a refund because I should have been charged for R410A refrigerant. (which costs less.) Iwas then told that I would not get a refund. I then told them that they had scammed me. The one technician then yelled out to me that I was sick and then they both stormed out of my house. So that was why I was uncomfortable with them coming back. I then called [redacted] ([redacted]) to let them know what had happened and asked if I could have another company do the repairs. They told me that they would have to send the information to client relations to research and it could take up to 48 hours for a response. I kept calling back [redacted] and was not getting anywhere with them. I finally surrended & just decided to have Air Command do the repairs because I had no choice. I had been without AC since July 3, 2014. No one seemed to care that my AC was only cooling to 89 degrees while I had a baby, 3 other children & 4 dogs in my house. On Thursday 7/10/2014 myself & my husband kept calling Air Command & leaving messages to get them to come back. They would not return our calls. I finally had to call [redacted] to get a hold of them. [redacted] also lied to [redacted] saying she called me & left a message. The phone was by my side all morning. No message.....no Air Command number on the caller ID. Anyway they told [redacted] they would have someone out the morning of July 11, 2014. The installed did show up to correct the problem. He was very professional & helpful in explaining what he was going to do to correct the problem. It is currently working & cooling at the moment. I still am unhappy about not getting my money refunded. When I spoke with [redacted] I was told that [redacted] from Air Command called them to say that they did make a mistake and they would correct the problem at no cost to the homeowner. He also told [redacted] that I would be refunded the difference between the cost of the R22 refrigerant & R410A refrigerant. The R410A is a lot less than incorrect R22 that I was charged for. When I spoke with [redacted] she said I will NOT be getting a refund. I really think I do deserve a refund after all the aggravation this company has put me through. Not to mention what my electric bill is going to be after having my AC run for a week straight 24/7.
Regards,
[redacted]