Air Excellence, Inc.

It is our mission at Air Excellence, Incto provide quality service each time we enter a homeUnfortunately, we missed that opportunity on your visitI am sorry and would like to return your check to you for the diagnostic fee Your check will be sent to you in the mail
Also, on your next request for heating, cooling or plumbing service, Air Excellence, Incwill waive our diagnostic fee
Sincerely,
*** ** ***
President
Air Excellence, Inc

June 16, at 5:30pm I notified Air Excellence, INC after hour tech that our Air conditioner had gone out and that it sounds like compressor come on and then shuts offHe stated well I don't have compressor on my truckHe then preceded to tell me probably may to run on a scheduleExplain we never had it on scheduleI was told I could look up on line the manual and review to make sure no schedule setThey offer after hour service, but never came out to diagnosis the problemNext morning I called Air Excellence stated they would be unable to send tech out due to storm last nightFinally after argument with staff on phones, a tech arrived around 1:30pmDiagnosed as compressor not working, now keep in mind we just had this New unit put in Jan I call them to come out four weeks after we had it and they found nothing wrong but charged me $Tech left house around 2:00pm stated he going back office and parts would be orderedWho owns a AC/heat business and doesn't keep compressors in stock????? We left our home went visit familyI contact Air Excellence June 20, at 9:30amThey had not called check on parts that orderedStated they call and call me backAt 2:30pm I call Air Excellence and was told that no one called them back from parts placeStaff answering phone refused to give me the number to place parts where orderedShe said she would callI spoke with her again and she said parts wouldn't be in Until 23, and they could come fix our AC on June 24, If you own a business or as I a nurse customer service is our highest proprietyI made multiple call to *** where we went through to buy our *** system and they have contact the *** Rep I have left messages verbally, on answering machine for the owner to contact me and have not heard a wordAll I want is my money back that we paid for this unitIf this company doesn't keep parts on hand or cant get part in quicker there's a problem..I know *** manufacturer will be very disappointed in how this has been handled

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID ***, 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.]I believe that this company is trying to milk their customers for money. While they stated that the coils were dirty, We had no problems with any smells prior to them servicing the unit. I had to leave out of my home for hours because I could not deal with the smell coming from the unit. If the coils were dirty, wouldn't I still have the smell in the house. I believe that the tech did not do the job properly, thus causing the smell. After leaving the house for several hours, I returned and the smell was gone. So what is the real story. They are crooks and I will tell everyone I know not to do business with them.
Regards,
*** ***

[A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted].
Regards,
[redacted]

Below is our response to this complaint. As you can see below we made effort to explain in a professional manner that the coils had to be cleaned to eliminate the smell. The coil was very dirty. The cost to clean the coil was the main factor in the clients complaint. At no time was any of our...

staff non-professional in our communications to this client. The end results was the customer just did not want to accept the fact that the coils needed to be cleaned and was trying to strong arm us by complaining to the Revdex.com. Below is notes from our tech who orginally reponded to the client HVAC service call. Notes added by tech [redacted] on 8/5/2015 1:44:38 PM
Found unit low on freon added 1 pound r22 also found evaporator dirty and contactor pitted customer only wanted freon said he is going to be replacing system soon unit operating at this time collected $290.20 by credit card to [redacted] at the office.Below is the notes from our dispatcher after talking to the husband:Notes from phone call from [redacted]:
[redacted] called regarding a smell from his a/c unit. He was quoted to have his coils cleaned. He declined those repairs. Customer was very upset regarding the smell he was having. Explained to customer that the unit was not working at the high capacity and that's why the smell is present now and wasn't before. Customer then yelled and hung up on me.Below is the notes from the conversation [redacted] the president of Air Excellence Inc. had with the client after her husband hung up on our dispatcher and she called back and spoke to our dispactcher.Air Excellence responded to a service call today and found the indoor very dirty and the unit low on refrigerant. The tech quoted the husband to recharge the unit and clean the coil. The husband said to only add the refrigerant and not to clean the coils. Later in the afternoon when the wife returned home she called our office complaining of a smell, I spoke with the wife and explained the need to clean the coil and what would happen if the coil was not clean. She complained about cost and the smell she was getting due to the coil being dirty. I again explained that we quoted her the option to clean the coil to her husband and she said for “$600.00” and I told her that was the price to clean the coil properly said she would contact the Revdex.com and take this further.

Below is our response to this complaint. As you can see below we made effort to explain in a professional manner that the coils had to be cleaned to eliminate the smell. The coil was very dirty. The cost to clean the coil was the main factor in the clients complaint. At no time was any of our staff...

non-professional in our communications to this client. The end results was the customer just did not want to accept the fact that the coils needed to be cleaned and was trying to strong arm us by complaining to the Revdex.com. Below is notes from our tech who orginally reponded to the client HVAC service call. Notes added by tech [redacted] on 8/5/2015 1:44:38 PM
Found unit low on freon added 1 pound r22 also found evaporator dirty and contactor pitted customer only wanted freon said he is going to be replacing system soon unit operating at this time collected $290.20 by credit card to [redacted] at the office.Below is the notes from our dispatcher after talking to the husband:Notes from phone call from [redacted]:
[redacted] called regarding a smell from his a/c unit. He was quoted to have his coils cleaned. He declined those repairs. Customer was very upset regarding the smell he was having. Explained to customer that the unit was not working at the high capacity and that's why the smell is present now and wasn't before. Customer then yelled and hung up on me.Below is the notes from the conversation [redacted] the president of Air Excellence Inc. had with the client after her husband hung up on our dispatcher and she called back and spoke to our dispactcher.Air Excellence responded to a service call today and found the indoor very dirty and the unit low on refrigerant. The tech quoted the husband to recharge the unit and clean the coil. The husband said to only add the refrigerant and not to clean the coils. Later in the afternoon when the wife returned home she called our office complaining of a smell, I spoke with the wife and explained the need to clean the coil and what would happen if the coil was not clean. She complained about cost and the smell she was getting due to the coil being dirty. I again explained that we quoted her the option to clean the coil to her husband and she said for “$600.00” and I told her that was the price to clean the coil properly said she would contact the Revdex.com and take this further.

June 16, 2016 at 5:30pm I notified Air Excellence, INC after hour tech that our Air conditioner had gone out and that it sounds like compressor come on and then shuts off. He stated well I don't have compressor on my truck. He then preceded to tell me probably may to run on a schedule. Explain we never had it on schedule. I was told I could look up on line the manual and review to make sure no schedule set. They offer after hour service, but never came out to diagnosis the problem. Next morning I called Air Excellence stated they would be unable to send tech out due to storm last night. Finally after argument with staff on phones, a tech arrived around 1:30pm. Diagnosed as compressor not working, now keep in mind we just had this New unit put in Jan 2016. I call them to come out four weeks after we had it and they found nothing wrong but charged me $100.00. Tech left house around 2:00pm stated he going back office and parts would be ordered. Who owns a AC/heat business and doesn't keep compressors in stock????? We left our home went visit family. I contact Air Excellence June 20, 2016 at 9:30am. They had not called check on parts that ordered. Stated they call and call me back. At 2:30pm I call Air Excellence and was told that no one called them back from parts place. Staff answering phone refused to give me the number to place parts where ordered. She said she would call. I spoke with her again and she said parts wouldn't be in Until 23, 2016 and they could come fix our AC on June 24, 2016... If you own a business or as I a nurse customer service is our highest propriety. I made multiple call to [redacted] where we went through to buy our [redacted] system and they have contact the [redacted] Rep. I have left messages verbally, on answering machine for the owner to contact me and have not heard a word. All I want is my money back that we paid for this unit. If this company doesn't keep parts on hand or cant get part in quicker there's a problem..I know [redacted] manufacturer will be very disappointed in how this has been handled.

Review: Requested HVAC diagnostic at residence. Told person on phone the symptoms - electrical circuit breaker keeps tripping for outdoor condenser unit.

Technician spent only approximately 15 minutes working and did not appear to have actually examined anything on the HVAC units other than refrigerant level/pressure. Technician reported the only thing he could identify was that refrigerant was not low (already knew that), and that problem was likely electrical-related (I had previously told the person on phone that what I was experiencing was electrical-related). Technician requested an additional fee to further diagnose problem. Only a partial diagnosis was provided as root cause was never determined. Technician never even turned on outdoor unit to see if it really was not working (I had explained that breaker was tripped). The word diagnostic should not have been used - should have been a refrigerant check. Called office and said I was not satisfied with paying full diagnosis fee for a partial diagnosis but they were unwilling to allow partial payment.Desired Settlement: Refund. Should explain to customers that electrical problems will not be diagnosed from the beginning. Refund

Business

Response:

It is our mission at Air Excellence, Inc. to provide quality service each time we enter a home. Unfortunately, we missed that opportunity on your visit. I am sorry and would like to return your check to you for the diagnostic fee. Your check will be sent to you in the mail. Also, on your next request for heating, cooling or plumbing service, Air Excellence, Inc. will waive our diagnostic fee.

Sincerely,

President

Air Excellence, Inc.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]

I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted].

Regards,

Review: On August 5th, 2015 Air Excellence came out to service the air condition Unit. We knew that it was in need of Freon. The tech stated that although it was set at 75 the actual temp in the house was 55. They further stated that it would cost $99 for coming out and $191 for the first pound of freon and $120 for each pound after that. While the price was shocking, the service was worst. I arrived home at 3:30 pm and noticed a smell in my house that was not there prior to the work on the air conditioning unit. Because I have bronchitis I was quite concerned because you don't know what will set it off. I called the company and they stated that I needed to have the coils cleaned. If the coils needed to be cleaned why was it running at a temp of 55. They were rude, condescending and did not care that what ever they had done had cause a reaction. The only thing that could say was that it would cost me another $660.00 for them to come out. They are the worst, others should know what they are dealing with before calling this company.Desired Settlement: I would like for this to be place on the Revdex.com Business Review so that others are aware of this companies business practices.

Business

Response:

Below is our response to this complaint. As you can see below we made effort to explain in a professional manner that the coils had to be cleaned to eliminate the smell. The coil was very dirty. The cost to clean the coil was the main factor in the clients complaint. At no time was any of our staff non-professional in our communications to this client. The end results was the customer just did not want to accept the fact that the coils needed to be cleaned and was trying to strong arm us by complaining to the Revdex.com. Below is notes from our tech who orginally reponded to the client HVAC service call. Notes added by tech [redacted] on 8/5/2015 1:44:38 PM

Found unit low on freon added 1 pound r22 also found evaporator dirty and contactor pitted customer only wanted freon said he is going to be replacing system soon unit operating at this time collected $290.20 by credit card to [redacted] at the office.Below is the notes from our dispatcher after talking to the husband:Notes from phone call from [redacted]:

[redacted] called regarding a smell from his a/c unit. He was quoted to have his coils cleaned. He declined those repairs. Customer was very upset regarding the smell he was having. Explained to customer that the unit was not working at the high capacity and that's why the smell is present now and wasn't before. Customer then yelled and hung up on me.Below is the notes from the conversation [redacted] the president of Air Excellence Inc. had with the client after her husband hung up on our dispatcher and she called back and spoke to our dispactcher.Air Excellence responded to a service call today and found the indoor very dirty and the unit low on refrigerant. The tech quoted the husband to recharge the unit and clean the coil. The husband said to only add the refrigerant and not to clean the coils. Later in the afternoon when the wife returned home she called our office complaining of a smell, I spoke with the wife and explained the need to clean the coil and what would happen if the coil was not clean. She complained about cost and the smell she was getting due to the coil being dirty. I again explained that we quoted her the option to clean the coil to her husband and she said for “$600.00” and I told her that was the price to clean the coil properly said she would contact the Revdex.com and take this further.

Consumer

Response:

I have reviewed the offer and/or 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.]I believe that this company is trying to milk their customers for money. While they stated that the coils were dirty, We had no problems with any smells prior to them servicing the unit. I had to leave out of my home for hours because I could not deal with the smell coming from the unit. If the coils were dirty, wouldn't I still have the smell in the house. I believe that the tech did not do the job properly, thus causing the smell. After leaving the house for several hours, I returned and the smell was gone. So what is the real story. They are crooks and I will tell everyone I know not to do business with them.

Regards,

Technician was on time and started to work right away. He has previously serviced our HVAC systems and is very thorough and professional. Answered our questions and investigated our concerns. Service included inspecting/cleaning/adjusting/testing our systems for their semi-annual maintenance service. Great job!