Air Group

Complaint: [redacted] I am rejecting this response because: Unfortunately the Sales Manager has misstated fact - Upon purchasing the boiler unit and installation, I was not educated about servicing nor care from the Air Group salesman or technical installerIn fact I discovered yesterday stashed behind the boiler unit all of the service manuals and warranty registration paperworkThe warranty paperwork was time sensitive and hidden from me by the technical representativeThe documents should have been handed to me and not stashed/hidden behind the unit - Upon calling Air Group twice for service yesterday (1/18/2016), the dispatcher/customer service rep provided a diagnosis over the phone, after I gave her the error code produced from the unitHer diagnosis was due to dirt and due to my negligence from having the unit servicedMind you, this unit is within a finished basement The technical professional showed up and determined the issue is due to the control terminal unit not operating properlyHe informed me he would replace the control terminal unit if he had one in his truck but he didn'tInstead he stated he "rigged" it by bypassing the unit to make the wire connections to ensure heatI appreciate his efforts but this bypasses the fact that this is a warranty issue and by him not properly resolving and clearly identifying the unit's failure, this now has Air Group ignoring the unit's defect and charge me for a non-warranty emergency service callI asked him now that terminal & have failed what about the rest of the terminal ports failing? He said that would most likely happen but he did not state, "Mr [redacted] , I will be back to replace the terminal board to ensure no further disruptions or address the warranty issue." This unit is part of the control panel, which in the year limited warranty falls under year of full coverageThe Sales manager responding, kindly left all of this information out - Air group sold me a [redacted] Gas fired boiler model ***The salesman who sold me the unit and package insisted this was a "High efficiency" unit, which it is but also stated it was of the highest quality and durabilityMy experience after years of ownership debates this claim along with the numerous complaints made to [redacted] Please use attached link[redacted] - The Sales Manager’s rebuttal clearly states that “Air Group is a Service First Company” well what better way to ensure service calls and create a dependency on Air Group servicing than selling inferior boiler products, which then creates a large need for servicing to fix these poor quality large ticket items - I did not receive a one year maintenance packet for the boiler, contrary to the Sales Managers statement - I never stated the air conditioning issues were related to installationIt was due to poor service by a junior tech, which was resolved on a second call by a senior techThe leak issue was already diagnosed and the reason we called Air Group in the first place - I request the warranty work on the boiler be performed immediately and by the technician rigging a solution outside of the manufacturers design create a very large problem for me and any warranties by doing this Air Group has compromised my entire 16,purchase of this unit Regards, [redacted]

Air Group apologizes for all the inconvenience caused at your home, we take this very seriously There was a problem with the boiler itself and not the installation After consulting with the manufacturer, we have been extremely proactive and have replaced all the parts that might cause this type of problem and will prevent another problem While we understand this has been a frustrating experience, we have swiftly responded to all of your calls with the utmost professionalism Thank you

I have made contact with Mrs *** and come to an agreement for this matter. Air Group will be refunding her $484.97, and returning to correct the "lift rod issue" with the installed faucet. Thank You, *** ***

Customer had his credit card company reverse the charge. We will not dispute. An error was possibly made by the 1st technician, but this was far from a 'scam' as the client reported. Our President, John C***, contacted *** *** several times and his phone call was not
returned. Should he wish to talk further, he can contact:Mary Ellen M***- VPPatrick C*** CFOTony O***, Service Operations Manager Thanks very much

Good morning- I am the sales manager here at Air GroupAs a long term employee (years) it astounds me to receive a "complaint" like thisWe are first and foremost a "service" CompanyReviewing Mr*** complaint, I did some checking here, and found the following:1) When Mr*** signed
the original contract, directly below where he initialed the permit fee, it clearly states: "As per the manufacturer the system should have professional maintenance each year to prevent problems such as water leaks, clogged filters, failed safety devices, Air Group LLC will not be responsible for damages or extended warranty if professional maintenance is not performed annually".2) On the one (1) year anniversary of his installation, 4/15, Mr*** was sent maintenance "packet" for his boilerCompany policy.3) One (1) month later, 5/15, Mr*** received a phone call (left a message) reviewing the maintenance packetCompany policy.4) the first "problem" was a failed circulator pump, warranty, no charge.5)the second problem was a float switch that stuck open, billing is under reviewService man was at the home from 8-at night.6) the air conditioning problem was a refrigerant leak, NOT OUR INSTALLATIONit was diagnosed during a routine MAINTENANCE CALLDye was added to help find the leakWhen the leak was found, it was repairedremember there are hundreds of places the leak can be.I fail to see where Air Group, as a Company, did not attempt to educate Mr*** about maintainance for his boilerEspecially when he has a maintenance contract for his A/C with Air GroupI hope this was helpful

1) As good Company policy, on every installation, the Service Manuals for the equipment installed, are left by the equipment, for Technician reference, and not given to the homeownerAgain, it is a Service Manual, meant for the service man, not the homeowner.2) As good Company policy, also on every installation, Air Group registers the new equipment warranty (on line) as not to depend on, or burden the homeowner with this task, ensuring it is done on time.3) The part in question, has been ordered by our Service Manager, and should be here by 1/we will call Mr*** when it arrives, and return to install, under warranty, no chargeit is Company policy to ask for a credit card for a diagnostic fee when no maintenance has been done.I am still having trouble with the maintenance issuewe mailed the info packet on your one year anniversarywe left you a message one month laterit states that maintenance must be done in your contractyou have a maintenance contract with us for air conditioningam I missing something?we will contact you as soon as the part arrives to schedule the installation.thank you

Complaint: [redacted]
I am rejecting this response because:
Unfortunately the Sales Manager has misstated fact.
 
- Upon purchasing the boiler unit and installation, I was
not educated about servicing nor care from the Air Group salesman or technical
installer. In fact I discovered yesterday stashed behind the boiler unit all of
the service manuals and warranty registration paperwork. The warranty paperwork
was time sensitive and hidden from me by the technical representative. The
documents should have been handed to me and not stashed/hidden behind the unit.
- Upon calling Air Group twice for service yesterday
(1/18/2016), the dispatcher/customer service rep provided a diagnosis over the
phone, after I gave her the error code produced from the unit. Her diagnosis
was due to dirt and due to my negligence from having the unit serviced. Mind
you, this unit is within a finished basement.
The technical professional showed up and determined the
issue is due to the control terminal unit not operating properly. He informed
me he would replace the control terminal unit if he had one in his truck but he
didn't. Instead he stated he "rigged" it by bypassing the unit to
make the wire connections to ensure heat. I appreciate his efforts but this bypasses
the fact that this is a warranty issue and by him not properly resolving and
clearly identifying the unit's failure, this now has Air Group ignoring the
unit's defect and charge me for a non-warranty emergency service call. I asked
him now that terminal 13 & 14 have failed what about the rest of the
terminal ports failing? He said that would most likely happen but he did not
state, "Mr. [redacted], I will be back to replace the terminal board to ensure
no further disruptions or address the warranty issue." This unit is part
of the control panel, which in the 10 year limited warranty falls under 2 year
of full coverage. The Sales manager responding, kindly left all of this
information out.
- Air group sold me a [redacted] Gas fired
boiler model [redacted]. The salesman who sold me the unit and package insisted this
was a "High efficiency" unit, which it is but also stated it was of
the highest quality and durability. My experience after 1.5 years of ownership
debates this claim along with the numerous complaints made to [redacted].
Please use attached
link.[redacted]
- The Sales Manager’s rebuttal clearly states that “Air
Group is a Service First Company”…well what better way to ensure service calls
and create a dependency on Air Group servicing than selling inferior boiler
products, which then creates a large need for servicing to fix these poor
quality large ticket items.
- I did not receive a one year maintenance packet for the
boiler, contrary to the Sales Managers statement.
- I never stated the air conditioning issues were related to
installation. It was due to poor service by a junior tech, which was resolved on
a second call by a senior tech. The leak issue was already diagnosed and the
reason we called Air Group in the first place.
- I request the warranty work on the boiler be performed
immediately and by the technician rigging a solution outside of the
manufacturers design create a very large problem for me and any warranties…by
doing this Air Group has compromised my entire 16,000 purchase of this unit.
Regards,
[redacted]

Air Group apologizes for all the inconvenience caused at your home, we take this very seriously.  There was a problem with the boiler itself and not the installation.  After consulting with the manufacturer, we have been extremely proactive and have replaced all the parts that might cause...

this type of problem and will prevent another problem.  While we understand this has been a frustrating experience, we have swiftly responded to all of your calls with the utmost professionalism.  Thank you.

Review: Upon purchasing a [redacted] water boiler system ([redacted]) and installation on 4/8/2014, I have experienced Air Group improperly installing the unit and upon utilizing the unit for heat it failed to work. I had to have Air Group come back to my home to resolve the issue which took all day. We went all day without heat.

This evening 1/18/2016, we turned up our heating unit and again we are experiencing no heat. I called the emergency service number twice before a rep contacted us. I explain the issue to her and she stated I should of had this unit serviced...and it sounds like an dirt issue due to me not having the unit serviced. I informed her the unit is only 1.5 years old and I was never presented nor informed by Air Group that this unit needed a short term servicing OR REGULAR SERVICING.

I explained to her my two toddlers (2, 3 yr old) were shivering but she was only concerned with having me agree to pay for a service call, which I informed her no one from her company informed me of preventative scheduled care being needed. She was not concerned with her organizations failure to inform a customer. She was only concerned with the money for the service call and informed me it will 3 hours before a tech comes to my home.

I also experience a similar issue with Air Group Servicing my central air conditioning unit to where they had to come out twice, the second visit due to the incompetence of a junior technician. They wanted to charge me for the second visit to rectify the junior technicians errors.

It appears Air Group profits more when your unit breaks down then it does on regular service visits therefore not properly informing customers of needed service schedules as well as poorly servicing existing and purchased units.Desired Settlement: - An Air Group senior manager explain to me these poor levels of service.

- Explain to me "why", after purchasing a $15,900 unit, aren't I informed of needed service schedules for this purchased unit.

- Please clear the perception of the following: It appears Air Group profits more when your unit breaks down then it does on regular service visits therefore not properly informing customers of needed service schedules as well as poorly servicing existing and purchased units.

-Explain to me the needed and desired servicing for my purchased unit. (Boiler)

Business

Response:

Good morning- I am the sales manager here at Air Group. As a long term employee (35 years) it astounds me to receive a "complaint" like this. We are first and foremost a "service" Company. Reviewing Mr. [redacted] complaint, I did some checking here, and found the following:1) When Mr. [redacted] signed the original contract, directly below where he initialed the permit fee, it clearly states: "As per the manufacturer the system should have professional maintenance each year to prevent problems such as water leaks, clogged filters, failed safety devices, Air Group LLC will not be responsible for damages or extended warranty if professional maintenance is not performed annually".2) On the one (1) year anniversary of his installation, 4/15, Mr. [redacted] was sent maintenance "packet" for his boiler. Company policy.3) One (1) month later, 5/15, Mr. [redacted] received a phone call (left a message) reviewing the maintenance packet. Company policy.4) the first "problem" was a failed circulator pump, warranty, no charge.5)the second problem was a float switch that stuck open, billing is under review. Service man was at the home from 8-9 at night.6) the air conditioning problem was a refrigerant leak, NOT OUR INSTALLATION. it was diagnosed during a routine MAINTENANCE CALL. Dye was added to help find the leak. When the leak was found, it was repaired. remember there are hundreds of places the leak can be.I fail to see where Air Group, as a Company, did not attempt to educate Mr. [redacted] about maintainance for his boiler. Especially when he has a maintenance contract for his A/C with Air Group. I hope this was helpful.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Unfortunately the Sales Manager has misstated fact.

- Upon purchasing the boiler unit and installation, I was

not educated about servicing nor care from the Air Group salesman or technical

installer. In fact I discovered yesterday stashed behind the boiler unit all of

the service manuals and warranty registration paperwork. The warranty paperwork

was time sensitive and hidden from me by the technical representative. The

documents should have been handed to me and not stashed/hidden behind the unit.

- Upon calling Air Group twice for service yesterday

(1/18/2016), the dispatcher/customer service rep provided a diagnosis over the

phone, after I gave her the error code produced from the unit. Her diagnosis

was due to dirt and due to my negligence from having the unit serviced. Mind

you, this unit is within a finished basement.

The technical professional showed up and determined the

issue is due to the control terminal unit not operating properly. He informed

me he would replace the control terminal unit if he had one in his truck but he

didn't. Instead he stated he "rigged" it by bypassing the unit to

make the wire connections to ensure heat. I appreciate his efforts but this bypasses

the fact that this is a warranty issue and by him not properly resolving and

clearly identifying the unit's failure, this now has Air Group ignoring the

unit's defect and charge me for a non-warranty emergency service call. I asked

him now that terminal 13 & 14 have failed what about the rest of the

terminal ports failing? He said that would most likely happen but he did not

state, "Mr. [redacted], I will be back to replace the terminal board to ensure

no further disruptions or address the warranty issue." This unit is part

of the control panel, which in the 10 year limited warranty falls under 2 year

of full coverage. The Sales manager responding, kindly left all of this

information out.

- Air group sold me a [redacted] Gas fired

boiler model [redacted]. The salesman who sold me the unit and package insisted this

was a "High efficiency" unit, which it is but also stated it was of

the highest quality and durability. My experience after 1.5 years of ownership

debates this claim along with the numerous complaints made to [redacted].

Please use attached

link.[redacted]

- The Sales Manager’s rebuttal clearly states that “Air

Group is a Service First Company”…well what better way to ensure service calls

and create a dependency on Air Group servicing than selling inferior boiler

products, which then creates a large need for servicing to fix these poor

quality large ticket items.

- I did not receive a one year maintenance packet for the

boiler, contrary to the Sales Managers statement.

- I never stated the air conditioning issues were related to

installation. It was due to poor service by a junior tech, which was resolved on

a second call by a senior tech. The leak issue was already diagnosed and the

reason we called Air Group in the first place.

- I request the warranty work on the boiler be performed

immediately and by the technician rigging a solution outside of the

manufacturers design create a very large problem for me and any warranties…by

doing this Air Group has compromised my entire 16,000 purchase of this unit.

Regards,

Business

Response:

1) As good Company policy, on every installation, the Service Manuals for the equipment installed, are left by the equipment, for Technician reference, and not given to the homeowner. Again, it is a Service Manual, meant for the service man, not the homeowner.2) As good Company policy, also on every installation, Air Group registers the new equipment warranty (on line) as not to depend on, or burden the homeowner with this task, ensuring it is done on time.3) The part in question, has been ordered by our Service Manager, and should be here by 1/21. we will call Mr. [redacted] when it arrives, and return to install, under warranty, no charge. it is Company policy to ask for a credit card for a diagnostic fee when no maintenance has been done.I am still having trouble with the maintenance issue. we mailed the info packet on your one year anniversary. we left you a message one month later. it states that maintenance must be done in your contract. you have a maintenance contract with us for air conditioning. am I missing something?we will contact you as soon as the part arrives to schedule the installation.thank you