Air-Pro Heating & Cooling

In response to *** *** in response to action not taken on her service needs for her furnace and A/C purchased from Air Pro. 1st the gas leak customer
called us a year later for the leak on 11/6/but furnace installed on 11/14/a year earlier and the gas leak was on a gas line not related to the furnace installation.we repaired the leak for free for the customer and at no time did our service tech ever state the installation was poor, he fixed the leak and left customers home. 2nd the wiring problem on the A/C connection was on 7/22/14, 2years after the installation of the A/C which took place on 6/22/12, again we fixed at no charge to the customer. 3rd as to the service call request customer called on 5/7/at 7:07pm and again at 8:42pm customer talked to *** the evening of 5/around 9:00pm on 5/7, which the customer was told that the office opens at 6:00am on 5/8/and she would be called 1st thing in the morningWhen *** called the customer she said I was expecting service last night and I have access to a computer and I can destroy your company on the internet and report to the Revdex.comSo *** said we can come out that date which was 5/8/15, customer stated she was going to work and said she will be home on Sat 5/9/15, so when customer was called on 5/10/she told our service tech that she didn't our services she had the problem fixed which we have no idea if there was even a problem with the A/C. In conclusion to my response Mrs*** has never had a clean and check on her system neither the Furnace or A/C in 3years which is actually free as part of purchase for the 1st year of ownership of the equipmentThose problems that occurred would of been discovered prior to the service she called for after and years respectfully on the installed equipment in questionAll of her service we performed were done within less than 24hrs of her calls to usMrs*** has never had to wait days for our service and further there is no way Air Pro or any other company can service a customer that not willing to work a time in the day if they are in need of same day service

Tell us why here... lets start of by stating the order of events that took place with Ms [redacted];      Ms [redacted] was a home warranty customer she contacted her home warranty co AHS in June o0f 2016, we diagnosed system determined that it needed replaced gave price to...

Ms [redacted] she said she would think about it and call us back, she finally called back on July 15th and excepted the contract so we set up installation on 7/23/16. It was installed, after that she called back stating unit was shutting down. We then sent a service person to her home and diagnosed that the blower on furnace needed to be replaced but the furnace was so old they didn't make parts anymore, so the warranty company was notified of the problem and they said they would only pay for the cost of the blower motor. at that point I gave Ms [redacted] an estimate for a new furnace, and never heard back from her till this spring. At that point we sent another tech, who determined that the furnace was replaced and the Heating co she hired did not reconnect A/C coil, and furthermore the pool co that put her pool in this spring disconnected the condenser outside and never reconnected it, so in conclusion Ms [redacted] has no A/C with no reason to put blame on Air Pro for any liability. We cordially offered to reconnect the A/C system for $450.00, she declined and said we should reconnect for free.  Thank You   Rocco F[redacted]

L unfortunately we work for a home warranty company our obligations is to the home warranty company we're not there to do a cleaning check and we can review the system the system was short of refrigerant we added refrigerant into his system and that is our obligation to the warranty company if it would leak again they were to call the warranty company and we would further diagnose the issue at that time. the only problem At that time of the visit it was low on refrigerant.Thank youRocco  F[redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me. 
Regards,
[redacted]

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.
First, regarding the gas leak, it most definitely was related to the installation.  When two lines were disconnected to start the repairs for the leak, the lines did not match up by at least a foot.  They sprung apart so far that it is unbelievable that they were ever put together to begin with and it was the line that was directly connected as part of the install.  If it were not related in anyway, why would Airpro fix it?In regards to the 5/7/15 call, I was NOT told that the office opens at 6am.  I was given a number to [redacted] whom [redacted] said to contact that evening to see if any techs were in my area to look at it that night.  He also was very demeaning as he told me my problem was that I hadn't changed my air filter (which I had just 2 weeks prior) and it had nothing to do with my air conditioner not working at all.  Of course, nobody answered at the number [redacted] told me to call that evening and nobody returned my call, just as had happened on multiple previous occasions.  In the past, we had called and not had a return phone call for a few days which is why I called [redacted] directly.  I also never stated I would "destroy your company on the internet."  I simply stated that I would be filing a complaint due to the multiple problems I had experienced with the service, and that is exactly what I did.When [redacted] called the next morning and I said the air conditioner started working overnight she said she would cancel the request.  I said shouldn't somebody still look at it to figure out why it had stopped in the first place and she said "No, as long as its working that's all I need to know."It is also completely inaccurate that all of the work was done within 24 hours.  We have waited a few days to even hear back from the company.  I also called another company during one of the times our unit wasn't working who stated that they can come out MUCH faster and almost immediately but that they didn't have the labor warranty since they didn't install it.  This last time I did have another company look at it since I needed it done ASAP due to scheduling conflicts which then led to us having to pay a service fee since they did not install it.  The part is currently on order and under warranty through another company but I will need to pay for installation, which quite frankly, I do not trust Airpro to do.
Regards,
[redacted]

I spoke to Mrs. [redacted] today and we had our service manager handle today, the issue was with our answering service they did not call anyone or notate urgency. Mrs. Cook is handle and repaired, she is completely satisfied.     Thank You...

   Rocco F[redacted]  President Air Pro

In regards to my complaint and the company’s response.  When Air Pro came out at the beginning of July 2016 and said we needed a new unit we called our home warranty and it was automatically approved, but we had to come up with 1300 out of pocket.  We did not say we need to think about it, we said ok.  When a couple weeks went by we called (must have been july 15th) they said that the unit wouldn’t be there until July 23rd.  They came and replaced it July 23rd and we were happy.  Then the next day July 24th it wasn’t blowing any air out so we called back and had to wait a few days before someone came back out.  It was freezing up because our furnace is old and only had one blower and needed another blower, which our home warranty company approved.  Then we were told they couldn’t replace the blower because the furnace was too old.  Should this all not have been brought to our attention sooner, not after the air conditioner was bought and installed?  The home warranty company would not replace the furnace because it worked.  We were never given an estimate for a new furnace.    The air worked before and then broke and now we were stuck w/no air but we just paid for an ac unit and did not have the money to pay for the furnace.  Our pool was installed in September not the spring and yes they moved it to pour the concrete and put it back we were at work at the time.  Don’t know if they did something wrong since Air Pro is now placing the blame on them.  In November when we had ** heating & cooling put a furnace in when they reconnected the AC he told us the seal on the unit is broken and the valves are broken on our unit and the Freon had all leaked out.  He said when we contact the air conditioning guys now that the furnace is in that unit should still be under warranty.  So we called Air Pro in May and they told us that the pipe was cut going into our condenser and that needed fixed, but they didn’t have time to fix it.  So we figured the Freon, valves and seal were fine and tried to fix the pipe.  Called them to come check it they came back and said  a snakebite wont work and they couldn’t fix it because they didn’t have time.  The last time they came they gave us an estimate of 450 + to fix everything.  Our AC had never worked since the time it was installed and we were not going to give them more money for something not to work again.  When the owner contacted us about the complaint he stated that “I am on the board of the Revdex.com and if I would have gotten this complaint I would have threw it in the garbage”  .  He continued to be beligerant and overtalk me.  He called my fiancé a couple weeks later and said expect to receive something regarding arbitration because I cant say whatever I want and “I will pay for this”.  So in closing I had ** heating & cooling come and fix the AC for close to $500 because even though I had to pay on something I shouldn’t have had to at least I knew it would work this time.

air pro was sent to my house through my home warranty company in June of 2016. The ac unit was not running properly and air pro came out and said the refrigerant was low and needed to be filled which was done by air pro. The unit was never checked by air pro to find the source of low refrigerant. A...

year later I am having the same issue and had another company come to check the unit to find the refrigerant was low again and that it had been leaking from the time air pro came out to service  the unit which was not addressed by air pro. The leaking of the refrigerant has now caused damage to our furnace system and are left again without an ac unit. Air pro did not address the full issue of the ac unit now causing further damage

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

11/11/16 To the Revdex.com, I [redacted] filed a complaint two weeks ago against Air Pro heating and air conditioning the owner Rocco called me and he sent his manager out to check the furnace again and his manager show me through a camera were the crack was in the heat exchanger. I deeply apologize to Rocco for making this mistake of reporting them and I look forward to doing business with this company again. Thank you [redacted]

This company sent out a technician on behalf of a home warranty company, [redacted]. The technician told my wife and I our 28 year old AC unit needed replaced, further stating that the lifespan of an AC unit is 10-15 years. Air Pro then recommended to the warranty company "fixing" the AC to the cost of $1200 to us plus the reimbursement they would receive from the warranty company. So basically an HVAC company that specializes in these sorts of things recommends doing over $1900 repair on a 28 year old ACA new AC would run us $3500. This company would never recommend that to a customer of their own, but as the lacky for a warranty company they did. This is unethical business practice.

Review: I purchased a furnace brand-new from Air Pro on March 26, 2013, I had to call them back for complaints of no heat on September 7, 2013. They came and fixed the pipes that were not level due to being installed improperly. On January 25, 2014 I had to call again for complaints of no heat, they found a drain hose was clogged due to improper installation again. This year on October 26, 2015 I had to call again for complaints of no heat they sent somebody out on October 27, 2015 and they tightened a few screws and told me that was the problem and it was fine. I had to call again on October 28, 2015 for complaints of no heat, they came out again on November 2, 2015 and told me that the inducer motor was blown and they did not have one with them so they put a temporary inducer motor in and cleaned the traps. I came home from work the next morning my house was 50° I had no heat again, I called them back on November 3, 2015 with complaints of no heat again they sent somebody out on November 4, 2015 and they changed the pressure switch which had blown and the inducer motor which was the temporary one, which was also blown and was the third one that was on my 2 1/2 -year-old furnace and left a note that they would need to return to replace tubing. I had to call back the next morning with complaints of no heat again on November 6, 2015, this time they sent two service men out and they said that it was the flue that was holding water, he told me that he drilled a hole in it and it was like Niagara Falls came out of my piping. I have a condensation pump that along the timeline somewhere in there they had installed, I honestly forget when but I believe it was the trip out here in 2014. So this trip (Nov 6 2015) they rerouted the tubing to make it work better and fixed the flue and seemed very confident that the problem was taken care of. I ask the service man did he feel that that piping was the problem from the very beginning and he said "yes, most likely it was" That was a Friday I was not going to be home for the weekend and I did not feel safe leaving my furnace on with everything that was going on, so I return to my home on Sunday, November 8, 2015, turned the furnance on and got ready to go to a wedding shower and when I came home there is now water leaking out of my furnace. I took the door off of the side of the furnace and noticed that someone had shoved paper towels in there and the inducer motor has water coming out of it that is draining all through my furnace and out of my furnace onto my floor. At this point I have no idea if it's even safe for me to leave my furnace on. So I call the 24 hour service that they offer and I spoke with a lady who worked for the answering service I gave her my name, my address, my phone number and what the problem was and she said somebody would call me, that was at 9:30 PM I waited till about 10 PM I had not received a call back so I called the answering service back again and the same lady answered the phone, she told me she did not have any messages from me at all, basically telling me that I had not called.....(((( I guess I made it all up in my head))))) and that I needed to leave a message so I proceeded to bite my tongue give her my name, addres,s phone number and the problem over again and she said somebody would call me. well its been three hours now and its past midnight and I still have not received a call back and I still don't know whether it safe for me to have my furnace on right now, I have no idea what to do at this point, I can't afford a lawyer or I would hire one. I want a new furnace with a new warranty or my money back plus time and suffering, I should not have to go through the stress of worrying about my house burning down, my childs safety or mine and whether I'm going to have heat from day to day this winter after I spent $5000 just two a half years ago on a brand-new furnace.Desired Settlement: I would like a replacement or a refund for entire furnace so I can purchase one that works from someone else

Business

Response:

I spoke to Mrs. [redacted] today and we had our service manager handle today, the issue was with our answering service they did not call anyone or notate urgency. Mrs. Cook is handle and repaired, she is completely satisfied. Thank You Rocco F[redacted] President Air Pro

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.

Review: I hired Air pro to convert my home from electric to gas heat. The first problem was after the sales rep was here no supervisor came out to look over the project before starting. When the technicians were installing the vent pipes they couldn't put them in the way the sales rep told me they would go. Instead they had to go a more roundabout way that was more intrusive in the room they crossed. This wasn't such a big deal but this shouldn't have been discovered by the technicians after the project was in progress. The next problem was worse. I was told there was no pipe connecting the furnace to the gas line outside and the people who did that couldn't come until the next day. So after a day with no heat while the furnace was being installed and the doors open cooling the house so workmen could go in and out we had no heat that night. The temperature dropped into the thirties that night. Weeks later when the temperature got hot the air conditioning didn't work. Air pro had to send someone out to work on the air conditioner to get it working. The last lingering problem is the trench from the street to the house for the pipe that connects to the gas line. The trench was dug and backfilled and left. No one has come back to landscape the trench and reseed it. When excavations are done in lawns the lawn should be restored to its original condition.Desired Settlement: I want my lawn restored and I feel Air pro should refund some of what I paid. I don't think I should have had to pay full price for such shoddy service.

Business

Response:

I'm meeting Mr [redacted] on Friday June 6th with the gas co. to resolve problem. So no further action will have to be taken.

Thank You

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Mr. [redacted] came out and looked at my lawn and agreed to restore it. He said he would sent someone out the middle of this week so I am waiting for that.

Consumer

Response:

The complaint on ID#10068988 was never resolved. I had to respond to the Revdex.com in ten days so I said the case was resolved because Mr. [redacted] said he would send someone out by mid week to repair my lawn. Mid week came and went and no one showed up. At the end of the week I called Mr. [redacted]. He had some excuses and told me he would have someone by the next Wednesday so I gave him another chance. Wednesday came and went and nothing again. I had enough. I called Mr. [redacted] and told him to forget it I would take care of the problem myself.

When the gas company excavated they sent me a letter saying they would restore the lawn when the weather warmed up. When it warmed up (months ago) they sent a crew out who restored the lawn and it looks great. The part of the lawn Airpro had excavated is a mess.

It's bad enough we were left with no heat overnight last March when the furnace was installed. That happened and it can't be resolved. But the lawn issue could have been resolved easily. But two months after the gas company restored the section they excavated I realized the only way to restore the rest of the lawn was to do it myself.

Overall this was a miserable experience and I regret doing business with Airpro.

Sincerely,

Business

Response:

[redacted] I tried to explain that weather had to do with the reason we could not get the lawn reseeded. Landscaped area would wash out in less than a day. Also offered to have a landscape company to come and handle this , he refused, also the gas line contractor repeatedly tried to get Mr [redacted] to set up a day to come over and handle he wouldn't respond. I also gave Mr [redacted] a 5yr maintenance plan for free valued at over $800.00 which he excepted. the gas line contractor even offered to pay for the landscape work he refused. I don't know what more I can do!

Thank You

Review: We used our home warranty to have AirPro replace our furnace and air conditioner. We have had many problems with the unit in the short 2.5 years we have had it. When we caught a gas leak coming from the pipes they had installed the unit to we were told what a poor job the installers did by the gas company and also the repair person. Then our air conditioner didn't work because the wires weren't put together properly and fell apart over a short time. These are the worst two problems we have had because they were easily preventable. We also had issues with the unit cooling and heating the house. Each time we call we have trouble getting someone to return our call within a couple of days. We feel 'stuck' with them since they have our warranty but yet I don't trust them when they cause a gas leak and can't put wires together properly. Tonight I tried to call them because our air conditioning unit is not cooling and nobody has returned my call when they are supposed to have 24 hour emergency service. I did talk to [redacted], and as in the past, and can still never get anybody to return my calls for a couple of days.Desired Settlement: I want the unit fixed asap (within a timely manner roughly 24 hours) under the warranty without us having to take a day off of work to get it resolved. I also want a plan or guidelines for the warranty in the future for the next time we have a problem so we aren't without hearing or cooling for more than a day or two. We are stuck with them for warranty reasons and yet we have to wait days to get a problem fixed with either a lemon product, or lemon service, or both.

Business

Response:

In response to [redacted] in response to action not taken on her service needs for her furnace and A/C purchased from Air Pro. 1st the gas leak customer called us a year later for the leak on 11/6/13 but furnace installed on 11/14/2012 a year earlier and the gas leak was on a gas line not related to the furnace installation.we repaired the leak for free for the customer and at no time did our service tech ever state the installation was poor, he fixed the leak and left customers home. 2nd the wiring problem on the A/C connection was on 7/22/14, 2years after the installation of the A/C which took place on 6/22/12, again we fixed at no charge to the customer. 3rd as to the service call request customer called on 5/7/2015 at 7:07pm and again at 8:42pm customer talked to [redacted] the evening of 5/7 around 9:00pm on 5/7, which the customer was told that the office opens at 6:00am on 5/8/15 and she would be called 1st thing in the morning. When [redacted] called the customer she said I was expecting service last night and I have access to a computer and I can destroy your company on the internet and report to the Revdex.com. So [redacted] said we can come out that date which was 5/8/15, customer stated she was going to work and said she will be home on Sat 5/9/15, so when customer was called on 5/10/15 she told our service tech that she didn't our services she had the problem fixed which we have no idea if there was even a problem with the A/C. In conclusion to my response Mrs. [redacted] has never had a clean and check on her system neither the Furnace or A/C in 3years which is actually free as part of purchase for the 1st year of ownership of the equipment. Those problems that occurred would of been discovered prior to the service she called for after and 2 years respectfully on the installed equipment in question. All of her service we performed were done within less than 24hrs of her calls to us. Mrs. [redacted] has never had to wait days for our service and further there is no way Air Pro or any other company can service a customer that not willing to work a time in the day if they are in need of same day service.

Consumer

Response:

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.

First, regarding the gas leak, it most definitely was related to the installation. When two lines were disconnected to start the repairs for the leak, the lines did not match up by at least a foot. They sprung apart so far that it is unbelievable that they were ever put together to begin with and it was the line that was directly connected as part of the install. If it were not related in anyway, why would Airpro fix it?In regards to the 5/7/15 call, I was NOT told that the office opens at 6am. I was given a number to [redacted] whom [redacted] said to contact that evening to see if any techs were in my area to look at it that night. He also was very demeaning as he told me my problem was that I hadn't changed my air filter (which I had just 2 weeks prior) and it had nothing to do with my air conditioner not working at all. Of course, nobody answered at the number [redacted] told me to call that evening and nobody returned my call, just as had happened on multiple previous occasions. In the past, we had called and not had a return phone call for a few days which is why I called [redacted] directly. I also never stated I would "destroy your company on the internet." I simply stated that I would be filing a complaint due to the multiple problems I had experienced with the service, and that is exactly what I did.When [redacted] called the next morning and I said the air conditioner started working overnight she said she would cancel the request. I said shouldn't somebody still look at it to figure out why it had stopped in the first place and she said "No, as long as its working that's all I need to know."It is also completely inaccurate that all of the work was done within 24 hours. We have waited a few days to even hear back from the company. I also called another company during one of the times our unit wasn't working who stated that they can come out MUCH faster and almost immediately but that they didn't have the labor warranty since they didn't install it. This last time I did have another company look at it since I needed it done ASAP due to scheduling conflicts which then led to us having to pay a service fee since they did not install it. The part is currently on order and under warranty through another company but I will need to pay for installation, which quite frankly, I do not trust Airpro to do.

Regards,

Review: On 5/14/2008 I called Air pro Heatind & cooling sales-installation plumbing-Electrical company with an intention of having a discussion into having a cooling system installed into my home. The company owner/ president Mr [redacted] came to my house to see and explain how his business conducted business at the time. He took a house tour and told me all that will need to be done, and where the cooling equipment would be placed outside my house. Mr [redacted] showed me different equipment, and their cost, He also told me that I was allowed to make payments before the equipment could be installed, upon which he would make arragement to have secure the equipment and have it intalled. Upon all this discussion he never mentioned that he was going to lay-away an equipment for me.The total cost of the said equipment was going to be $3190. At that point I went ahead and wrote Mr [redacted] a check for my Ist downpayment in the amount $600.00 dollars, my balance came down to $2590.00.With due time I was unable to make more payments due to some financial constrines, and around early july 2013,I contacted Mr [redacted]'s office to see if I could have my down payment refunded since I intending to see my house,and was was not going to be able to rise the balance to have the cooling equipment installed. it took one week for Mr [redacted] to get back to me, and when I explained to him my position, he said that there was no way that he could refund all my money back since he had layed away the cooling equipment for me and he would only go for a loose by giving mer a full refund. I keenly explained to Mr [redacted] that, he did not say/or and give me a written business policy regurding refunds, and laying away equipments.I mentioned that It would be unfair to not refund all my money since he had to have those things in writting. After a long back and forth calls with Mr [redacted], he finally told me that he was going to talk with his attorney and he would sent me a proposal by the end of August 2013.to date mr [redacted] doesnot pickupph.Desired Settlement: I kindly request you to assist me in getting my full refund, since as you will see from the document signed between me and Mr Florio there was no indication of ant equipment layaway, and the time I needed to pay for the equipment to be fully paid or anything explaining his busibess policy. I WILL ATTACH ALL THE PAPER THAT MR FLORIO SIGNED AND REFT MY MY RECORDS.THANKS IN ADVANCE.

Business

Response:

In response to the complaint received..due to the actual age of the original contract 2008, in good faith I will be willing to refund the customer $300 of the original down payment to hold her equipment. In order to have the correct model and efficiency rating piece of equipment "on hand" when she was ready for the installation, I did have to purchase it in 2008. Therefore, I now have a 5 yr old piece of equipment that I can not sell as new. Manufacture warranties are determined by serial numbers which indicate date of manufacture. Please advise as to moving forward with the refund.