Air Control Heating & Electric, Inc

Ended up paying over $200 for Air Control to install my new WiFi enabled thermostat. Then when it wasn't working right I asked them to come take a look. They charged me another $96 just for driving out and didn't fix anything!

Review: Air Control was contracted through my home warranty [redacted] @ ###-###-####. They were contracted to replace the furnace duct under my modular on or around Jan 19 to the 22nd. The work order was sent on Jan 16th by [redacted]. I had to call them myself to find out why they had not contacted me and they said they tried and they must have had a wrong number. They came out while I was at work, went under the modular, found the problem in which I had already told them the problem but I had talked toy warranty company and they told me the duct was covered. The gentleman discovered the same thing we did, all of the insulation was coming out of the duct. He replaced our thermostat which he said was really out of sync and that he himself would be back out in a couple of days or a couple of guys from the crew would be back out to install the new duct. It consists of about 25 feet long mainly plastic with an elbow at each end. They never showed back up, they never called and I paid my service fee of $125.00 at the time. I have called my home warranty every week hereafter and I also sent them an email. They told me they would send Air Control and email to try to get a follow up as they also had already paid them. I called them again last night the 11th and they assured me I would get a call back from the contractor manager regarding this matter. No call back from my home warranty either. I knew I had a problem when I started getting 4 and 5 hundred dollar light bills and it was still cold in my home. I have explained the urgency to get this repaired as I did pay for it and I do pay for my warranty every month and the work was approved for the duct to be replaced.Desired Settlement: I just want them to come and finish the job, replace my furnace duct properly, tape everything up properly the way it is suppose to be as promised. If they do not want to complete the work they need to call my home warranty , refund my money so my home warranty can get someone else out here to do the job and I can pay them.

Business

Response:

In regards to this Ms. [redacted]'s complaint, I answered this over the phone with one of your coworkers and they told me not to worry about it. We took care of the problem before the Revdex.com was able to contact me (you had an incorrect email address). However, I will, of course, explain again.Ms. [redacted], who is a client of [redacted] - we are the subcontractor, contacted us in the latter half of January on or about January 21, 2015. We sent one of our technicians out to address the issue of her and her Significant Other's initial complaint which was leaking ductwork. When the technician got out there, he was unable to locate the ductwork leak at that time. However, he did determine that the thermostat was not functioning. He followed that problem through and replaced and programmed a new thermostat. He cycled the unit through heat and emergency heat operations and found everything to be working. Some time later, the homeowner called [redacted] to state that the duct was indeed leaking. At that point, [redacted] called us, giving us authorization to go out and repair the duct work. The technician was dispatched and did find rips in crossover (flexible duct work) under the home and repaired it. It should be noted that the client had heat from the initial repair to the crossover repair.There was some confusion between our technician and the [redacted] representative which initiated the delay in the completion of this assignment. I'm sure this added to the general irritation Ms. [redacted] was experiencing in trying to get things fixed and operating optimally. For that, we have, and do, apologize.I should say that this has long since been taken care of with the client on our end. I hope this ties up any loose ends the Revdex.com may have had regarding this matter.Sincerely,[redacted]. [redacted], VP/GMAir Control Heating & Electric

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received, your complaint will be closed Administratively Resolved]

Revdex.com,

I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.] I am responding back to the email I received from you in reference to the air duct being fixed at my residence. The air duct did get fixed ,I hope. I did not receive any kind of paper work, invoice, statement when this work was completed. This company never one time called me directly even though I was the one that left the messages during the frustration period. The only time they called me was to tell me they were on the way to the residence and I told them someone would be there to give them access to the house and show them where everything was, meaning the crawl space. When they finally did come out to replace the air-duct as that is what they told my significant other they still did not correspond with me. I do agree that this is partially lack of communication on my home warranty company, however you would think that they would at least talk to the homeowner. When they first came to my house they did say the thermostat was bad and needed replaced but we had already paid someone to crawl under the manufactured home and look at the duct work and discovered it torn. The tech said the first time he was here the part needed ordered and they would be back out in a couple of days and they never came back until I contacted the Revdex.com. I personally cannot crawl under this home, I am 63 years old, my significant other is disabled, my future Mother-in-Law is 76 years old. So do I want to pay someone to crawl under there again to see if it is actually replaced as I was told? Or repaired. I really do not know what to do at this point but I do know I would never recommend them to anyone as I do not feel I can trust them. Sincerely, [redacted]

Regards,

Business

Response:

RE: [redacted]Response #2In response to Ms. [redacted]:1. The duct was repaired as required. If it hadn't been, she would have noticed the same problems occurring that precipitated the initial call to [redacted], her warranty company. The work is warrantied for 90 days. Since we have not heard from either her or [redacted], I would presume that there are no issues.2. We certainly did not avoid talking to Ms. [redacted], but as she was not always available, we talked to her SO (Significant Other). Our dispatcher spoke to her a couple of times, as did our service tech. When we talk to one half of a couple: engaged, married, or LTA (Living Together Arrangement), we believe that we have spoken to both as one would normally inform the other. Unless we are specifically directed to convey all business matters with one individual in a household, the former statement holds true.3. She did not receive an invoice/statement as the work was billed to [redacted]. [redacted] is our primary customer in this situation. Ms. [redacted] is [redacted]'s primary customer. The [redacted] client is very important to us, but the bulk of the paperwork goes to [redacted] as they are the paying entity in this triangle. The paperwork always goes to [redacted], but Ms. [redacted] can always request copies from them. Legally, since they are the paying entity that contracted with us to do the work, the paperwork belongs to them.Ms. [redacted] says that she does not "trust" us. If she would like us to come out and take a picture of the work and show it to her, we would be more than happy to do that. She need only contact our dispatcher and set it up for a time when she is going to be there.Sincerely,[redacted], VP/GMAir Control Heating & Electric

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received, your complaint will be closed Administratively Resolved]

Revdex.com,

I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.] In reference to the complaint regarding Air Control this could go on forever with back and forth of he said, she said the truth of the matter is they are a company much bigger than me. I do not have the energy to keep going back and forth with all of this. I am not above admitting they did do something as my light bill has gone down a little, however I feel like the true problem of the whole ordeal stems from the service call from the tech and what was told to not only my significant other but my future Mother in Law was also here. He did tell them that the duct needed replaced as it was leaking, he did not tell them we had to call back, he said he had to order the part and he himself or another tech would be back out in a couple of days to fix it. We waited and waited. I finally called my home warranty and I truly do understand they get paid by them, however where is the receipt for my $125.00? My significant other has had brain surgery and has never owned a house in his life. He had no clue of the procedures of what was to take place next, he just took the worker's word that they would be back. He also has short term memory and that is exactly why I gave them my phone number and not his. They only called me to tell me when they were on the way and I in turn called the house to let everyone know they were coming. But all of this does not matter anymore. It is done, I cannot fight a Company. I just feel like they should have wondered why I would have thought they were coming back out to replace something and not even question where I would have come up with that and that their Tech did not tell them the whole story. I honestly believe the truth of the matter is that Tech did not want to crawl back under that tiny crawl space as I know it is very confined. Maybe he was having a bad day. I do not know what the deal was but he was not honest with his company in what he told the people here. My significant other called me right after he left just so he would not forget and when I got home later that evening I confirmed with my future Mother in Law what took place with the thermostat and what he had to say. So please just close this complaint and I will tell my home warranty please do not send them out to my house again if I ever have this issue. Maybe all of them are not dishonest with the boss but I do know one of them were. I just wanted to add one more little detail that I wonder if the tech that came out to install the duct told his company that my significant other went under the crawl space with him and helped him in that little confined area. This is after 3 neck surgeries and brain surgery. One of my neighbors reminded me of this in a conversation. Did he get paid for his time? No, so yes I have a sour taste for Air Control. all over the Tech not being honest with his company in what really happened in how all of this transpired.

Regards,