Aire Serv Heating & Air Conditioning

Tell us why hereWe did respond to a service call on behalf of [redacted] to diagnose an issue with the furnace [redacted] did not deny you had a contract but did deny coverage for the water feed valve which is normally a non covered plumbing related item as it does not come as part of a boilerWe did finally get [redacted] to cover the replacement of the water feed or pressure regulatorWe did schedule the job to replace the part and had also accidentally e mail the customer saying we were on the way about noonIn fact this was an error and no technician was on the way over at that timeWe had several jobs running much longer than anticipated this day and we were running hours behindWe failed to notify the customer this was the case and were a no show for our appointment after accidentally sending an e-mail saying we were on the wayNot knowing we had sent an e mail earlier plus the fact we were running late did lead to frustration which is understandableWhen the technician arrived to the job to replace the part the homeowner was frustrated and indicated to the technician he did not know what he was doing when in fact he has years’ experienceThis was the first time the technician had been to the home and he did not have a water feed valve on his truckThe type of valve needed was a rare part we do not stock on the trucks and I was not aware of this fact at the time he was dispatchedOnce I found out we did not have the part I was willing to drive to a supply house, pick up the part plus foot the overtime bill and fix the unit at that timeMeanwhile I recieved a phone call from the home owner saying my technician did not know what he was doingMy technicians are very good and they all know what they are doingAt this point knowing we would have to schedule a different technician and reschedule for a different day I decided to have the provider ( [redacted] ) assign the call to another contractorThere was a breakdown in the relationship and tempers were raised and the overtones of the conversations led to this decisionI admit as a professional I should not act the way I did but this is now in the pastWe do not sell contracts for Air Conditioning we only offer an advantage plan which offers 15% off repairs and includes annual serviceWe had performed the annual service already as part of the plan we soldI will refund the difference of $plus tax from a standard tune up to the advantage plan costI do not have any hard feelings toward the customer and admit I did not handle this as professionally as it should have been

To Whom it Concerns, I have looked into the concerns that Mr[redacted] has with his experience with our companyIt is regretful that we cannot see eye to eye on the subject, but I honestly do not feel we have provided any disserviceAs for the maintenance plan, we do strongly suggest that be done annually with all equipment new and oldJust as a mechanic shop would recommend an oil changeWhen we have the oil changed in our fleet vehicles we ask them to look for potential breakdowns and we do address themHowever, I cannot expect the mechanic to predict every possible break downThe items that the mechanic does suggest may not be under warranty and does leave us responsible for the repairMr [redacted] had the option to purchase extended labor warranty when the equipment was purchasedHe declined it to keep his upfront cost lowerIt is unfortunate that he has had an issue with his equipment, but the failure was mechanical on a part installed by the manufactureThe failure was not due to improper installation or anything of that natureThe part was under warranty, but the labor was notThe problem was intermittent and it was a difficult to catch problemWe also wanted to properly diagnose the problem and not just change partsOnce the problem was found we gave Mr [redacted] an upfront and flat rate [redacted] on the repairHe agreed to the repairWe ordered the part and waited for arrivalDuring which time he had the option of canceling the repairAfter the part arrived we installed the partMr[redacted] felt as if the repair should of taken longerWe informed him in what it takes to make a warranty repair, and the advantage to flat rate pricing is the [redacted] is the same no matter whatThis also meant if it would of taken longer we would not of charged him moreWith all that said, we still offered to remove the part and let him choose another HVAC company for the repairAgain he agreed to the repairThis was three times he could of cancelled the repair: during diagnosis, waiting on the part arrival, and even after the repair was doneIn addition to all this we typically do not finance any equipment or repairs in houseWe have not had good success with repaymentIn this case we made an exception and allowed Mr[redacted] to pay the balance in installmentsThis was also done in good faith with Mr.***I am not aware of any other HVAC company in our area that would of done that for Mr.***It is unfortunate that he feels the way he does and feels the need to spread a storyI say this believing that I doubt he informs anybody that he had opportunities to cancel the repair, one of which was after the work was already doneNor does he inform anybody that we do not accept installment payments from any of our customers, but made an exception to Mr[redacted] while he was in a bad positionWe responded to each call promptly, we handle the situation professionally (even when Mr[redacted] was being uncooperative), and we made an exception to our payment rule so that he could avoid paying any interest on the repairIt is our goal to have only happy customers and to treat them the way that we would want to be treatedI have no issues with excepting fault when we need to and going above and beyond to correct any mistakesHowever, in this case I feel we were very upfront and did everything we couldWe even gave him a year parts and labor warranty on that particular repair to make him feel more comfortableI wish there is something we could do to help Mr.***, but I just do not see where we could do anything more additional than what we already havePlease feel free to contact me anytime with any questions or concernsThanks, Chris Williams Sent on: 3/19/1:39:PM

Please be advised that Complaint # [redacted] has been resolved to my satisfaction as of July 21,

I am rejecting this response because:MrChris does not address the issue at handMy total cost for labor was $800+ but they only worked for less than 2hrsSince when is labor $an hour? My refund request is for the hours they over charged me on

Tell us why here...
We did respond to a service call on behalf of *** *** *** to diagnose an issue with the furnace*** did not deny you had a contract but did deny coverage for the water feed valve which is normally a non covered plumbing related item as it
does not come as part of a boilerWe did finally get *** *** *** to cover the replacement of the water feed or pressure regulatorWe did schedule the job to replace the part and had also accidentally e mail the customer saying we were on the way about noonIn fact this was an error and no technician was on the way over at that timeWe had several jobs running much longer than anticipated this day and we were running hours behindWe failed to notify the customer this was the case and were a no show for our appointment after accidentally sending an e-mail saying we were on the wayNot knowing we had sent an e mail earlier plus the fact we were running late did lead to frustration which is understandableWhen the technician arrived to the job to replace the part the homeowner was frustrated and indicated to the technician he did not know what he was doing when in fact he has years’ experienceThis was the first time the technician had been to the home and he did not have a water feed valve on his truckThe type of valve needed was a rare part we do not stock on the trucks and I was not aware of this fact at the time he was dispatchedOnce I found out we did not have the part I was willing to drive to a supply house, pick up the part plus foot the overtime bill and fix the unit at that timeMeanwhile I recieved a phone call from the home owner saying my technician did not know what he was doingMy technicians are very good and they all know what they are doingAt this point knowing we would have to schedule a different technician and reschedule for a different day I decided to have the provider (***) assign the call to another contractorThere was a breakdown in the relationship and tempers were raised and the overtones of the conversations led to this decisionI admit as a professional I should not act the way I did but this is now in the pastWe do not sell contracts for Air Conditioning we only offer an advantage plan which offers 15% off repairs and includes annual serviceWe had performed the annual service already as part of the plan we soldI will refund the difference of $plus tax from a standard tune up to the advantage plan costI do not have any hard feelings toward the customer and admit I did not handle this as professionally as it should have been

Hi *** and the Revdex.com,'There are two sides to every story, but the fact is you stopped payment on your check for $and now we have to deal with this complaint.Here are the facts as I see tham from my perspective and I believe we have a right to our own perspective as far as complaints
go. You have a unit you purchased online from some dealer than sells at cost plus 5% to save moneyYou had someone who was not trained and certified to install the system install it for you for a discounted priceThe installer than supposedly went out of busimess never had a business it was a guy in a truck that was not a Diamond Dealer and certainly did not have the experiance to propoerly install the system which i

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meAlthough the business owner did not include in his response that he spoke to me in a derogatory manner and told me he was through with me and hung up the telephone, or that he later emailed me about how he should t be so "hot headed" or that he sent over a technician for an appointment that was intended to be the fix it appointment who did not come prepared to fix the issue his other technician diagnosed days earlier, we wish to be done dealing with this awful experience
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Although the business owner did not include in his response that he spoke to me in a derogatory manner and told me he was through with me and hung up the telephone, or that he later emailed me about how he should t be so "hot headed" or that he sent over a technician for an appointment that was intended to be the fix it appointment who did not come prepared to fix the issue his other technician diagnosed days earlier, we wish to be done dealing with this awful experience
Sincerely,
*** ***

Hi *** and the Revdex.com,'There are two sides to every story, but the fact is you stopped payment on your check for $and now we have to deal with this complaint.Here are the facts as I see tham from my perspective and I believe we have a right to our own perspective as far as
complaints go. You have a unit you purchased online from some dealer than sells at cost plus 5% to save moneyYou had someone who was not trained and certified to install the system install it for you for a discounted priceThe installer than supposedly went out of busimess never had a business it was a guy in a truck that was not a Diamond Dealer and certainly did not have the experiance to propoerly install the system which i

Aire Serv
Heating & Air Conditioning
*** *** ***
*** ** ***
RE: Complaint ***
***
*** & *** ***
** *** ***
*** ** ***
August 19,
To whom it may concern:
On May 21, we were contacted by *** *** *** regarding
an issue with a *** system he purchased online and had it install by
someone other than a *** certified installerHe had parts that needed
to be installed and his installer was not around anymore. Upon our techs arrival he found the ductless
split system had a bad PC Inverter Board in outdoor unit and needed to be
replacedOur tech also repaired and rewired electrical disconnect due to it
being wired incorrectly by previous company which we charged $paid by
check #*** for this and diagnosis feeTech spoke to customer regarding the
need to replace the Outdoor Unit Board and the customer ordered an Outdoor
Board. We could not fix Indoor Unit till
Outdoor Board was replaced. Please see
attached procedure from *** troubleshoot book which our tech followed to
determine an Outdoor Board was needed:
9) If S& S
is between 23-29vdc go to step 10. If
you do not see the above voltage verify Outdoor Control Board has LEDs
lit. If no LEDs are lit refer to the
Outdoor Unit’s (No LED/No Power) troubleshooting.
If LEDs are lit replace
OUTDOOR Control Board.
On July 16, we sent our tech out and he installed
Inverter Board and was on the phone with *** Support. Our tech started his truck at 8:and
traveled to your home. Truck did not
restart until 3:when he left your residence which was six (6) hours and we
only billed your for five (5) hoursSo we actually under billed for the time
our tech was on your job The total
amount of invoice #*** was $paid by *** *** provide our tech with a
check #*** in the amount of $and $paid by *** Credit Card for
services provided which you ended up putting a stop payment on the check, please
see attached copy of stop paymentYour lack of understanding on what actually
transpired on your system has led you to believe you are justified in not
paying me for what we didNot only did we properly diagnose and repair you
internet purchased system we also spent at least an hour or two on the phone
trying to get your part for youBill did not want to install a board in a unit
with a bad inverter boardIf we installed your board as you requested the unit
would never worked periodThere would have been a good chance the board could
have been damaged by connecting it to a faulty outdoor board then what? The
outdoor board was bad I am 100% sure of that
I do not believe a technician that has Bill’s experience and
is licensed in CT for many years would not be able to condemn a board properly
using the diagnostic skills and the information available on the inside of the
unitThey do have self-diagnostic boards on these units and if voltage is not
present on terminals you need a board periodYou did not have voltage on two
pins that required itHe did not make a mistake but you want me to pay for
your mistake and the error of your installer you hired that most likely caused
the units boards to go bad. We install
many of these units and have never ordered a board unless a snake or a mouse
did a job on itWhen I do need a board I make one phone call and I get it the
next day from my distributor but the distributor I deal with only supports products
purchased through them. I would
appreciate you filing against where you purchased the unit or the installer
this way the Revdex.com can investigate his actions if what you say
is trueBecause of the training a licensed installer needs to take I find it
hard to believe that *** *** used a licensed technician to install his system
originally or he would not have had such issues. As *** *** has stated the previous company
would not take responsibility for the issues he was having. We operate above the line and provided a
positive end result that *** *** himself was pleased to have and only when
the Outdoor Board had been installed and our tech left after receiving payment did
*** *** complain about the service and stopped payment on the check. *** *** knew prior to service being
performed that day why our technician was coming to his home and he never once
said not to install the board*** *** should have expressed his concerns
prior to accepting our services and had he done so we would have ended our
services with *** *** at that time.
*** *** accepted our services issued payment for work performed and
his actions shows he agreed to those services and I am owed for my work and
time
I discussed our pricing and informed *** *** personally
of our labor rates prior to going to his home the first time
Best regards,
Brian P***, Owner
Aire Serv Heating & Air Conditioning
BWP/drp

To Whom it Concerns, I have looked into the concerns that Mr.[redacted] has with his experience with our company. It is regretful that we cannot see eye to eye on the subject, but I honestly do not feel we have provided any disservice. As for the maintenance plan, we do strongly suggest that be done...

annually with all equipment new and old. Just as a mechanic shop would recommend an oil change. When we have the oil changed in our fleet vehicles we ask them to look for potential breakdowns and we do address them. However, I cannot expect the mechanic to predict every possible break down. The items that the mechanic does suggest may not be under warranty and does leave us responsible for the repair. Mr. [redacted] had the option to purchase extended labor warranty when the equipment was purchased. He declined it to keep his upfront cost lower. It is unfortunate that he has had an issue with his equipment, but the failure was mechanical on a part installed by the manufacture. The failure was not due to improper installation or anything of that nature. The part was under warranty, but the labor was not. The problem was intermittent and it was a difficult to catch problem. We also wanted to properly diagnose the problem and not just change parts. Once the problem was found we gave Mr. [redacted] an upfront and flat rate [redacted] on the repair. He agreed to the repair. We ordered the part and waited for arrival. During which time he had the option of canceling the repair. After the part arrived we installed the part. Mr.[redacted] felt as if the repair should of taken longer. We informed him in what it takes to make a warranty repair, and the advantage to flat rate pricing is the [redacted] is the same no matter what. This also meant if it would of taken longer we would not of charged him more. With all that said, we still offered to remove the part and let him choose another HVAC company for the repair. Again he agreed to the repair. This was three times he could of cancelled the repair: during diagnosis, waiting on the part arrival, and even after the repair was done. In addition to all this we typically do not finance any equipment or repairs in house. We have not had good success with repayment. In this case we made an exception and allowed Mr.[redacted] to pay the balance in 3 installments. This was also done in good faith with Mr.[redacted]. I am not aware of any other HVAC company in our area that would of done that for Mr.[redacted]. It is unfortunate that he feels the way he does and feels the need to spread a false story. I say this believing that I doubt he informs anybody that he had 3 opportunities to cancel the repair, one of which was after the work was already done. Nor does he inform anybody that we do not accept installment payments from any of our customers, but made an exception to Mr.[redacted] while he was in a bad position. We responded to each call promptly, we handle the situation professionally (even when Mr.[redacted] was being uncooperative), and we made an exception to our payment rule so that he could avoid paying any interest on the repair. It is our goal to have only happy customers and to treat them the way that we would want to be treated. I have no issues with excepting fault when we need to and going above and beyond to correct any mistakes. However, in this case I feel we were very upfront and did everything we could. We even gave him a 1 year parts and labor warranty on that particular repair to make him feel more comfortable. I wish there is something we could do to help Mr.[redacted], but I just do not see where we could do anything more additional than what we already have. Please feel free to contact me anytime with any questions or concerns. Thanks, Chris Williams Sent on: 3/19/2018 1:39:32 PM

I am rejecting this response because:Mr. Chris does not address the issue at hand. My total cost for labor was $800+ but they only worked for less than 2hrs. Since when is labor $400 an hour? My refund request is for the hours they over charged me on.

Tell us why here... We did respond to a service call on behalf of [redacted] to diagnose an issue with the furnace. [redacted] did not deny you had a contract but did deny coverage for the water feed valve which is normally a non covered plumbing related item as it does not come as...

part of a boiler. We did finally get [redacted] to cover the replacement of the water feed or pressure regulator. We did schedule the job to replace the part and had also accidentally e mail the customer saying we were on the way about 12 noon. In fact this was an error and no technician was on the way over at that time. We had several jobs running much longer than anticipated this day and we were running hours behind. We failed to notify the customer this was the case and were a no show for our appointment after accidentally sending an e-mail saying we were on the way. Not knowing we had sent an e mail earlier plus the fact we were running late did lead to frustration which is understandable. When the technician arrived to the job to replace the part the homeowner was frustrated and indicated to the technician he did not know what he was doing when in fact he has 25 years’ experience. This was the first time the technician had been to the home and he did not have a water feed valve on his truck. The type of valve needed was a rare part we do not stock on the trucks and I was not aware of this fact at the time he was dispatched. Once I found out we did not have the part I was willing to drive to a supply house, pick up the part plus foot the overtime bill and fix the unit at that time. Meanwhile I recieved a phone call from the home owner saying my technician did not know what he was doing. My technicians are very good and they all know what they are doing. At this point knowing we would have to schedule a different technician and reschedule for a different day I decided to have the provider ([redacted]) assign the call to another contractor. There was a breakdown in the relationship and tempers were raised and the overtones of the conversations led to this decision. I admit as a professional I should not act the way I did but this is now in the past. We do not sell contracts for Air Conditioning we only offer an advantage plan which offers 15% off repairs and includes annual service. We had performed the annual service already as part of the plan we sold. I will refund the difference of $10.00 plus tax from a standard tune up to the advantage plan cost. I do not have any hard feelings toward the customer and admit I did not handle this as professionally as it should have been.

Please be advised that Complaint #[redacted] has been resolved to my satisfaction as of July 21, 2016

Complaint: [redacted]
I am rejecting this response because: the response was incomplete
Sincerely,
[redacted]

Review: I purchased a [redacted]" split A/C unit to replace the unit that failed that was in the house when purchased. I purchased the replacement unit online, and had it installed by a licensed HVAC installer in my area. After less than a month of use,the new unit stopped working and I called my installer back to diagnose the problem. After quite some time speaking with the [redacted] tech, It was determined that the failure was the Inside PC Inverter Board. The replacement board was sent to me, (under warranty). Long story short, my installer went out of business, moved, or whatever but never returned to fix the unit. In comes Aire Serv. They were an AUTHORIZED [redacted] INSTALLER, from their website. I fully explained to the owner, [redacted], that I had the part (inside board) and wanted it to be replaced. He sent out a Tech, who insisted that it needed an OUTDOOR board ( without contacting mitubishi tech support) and left me with no A/C, no attempt to replace the inside board, and a $190.00 bill. I don't have the patience to get into all details, but he sent another tech to my house, put in the (wrongly diagnosed part), still didn't work, and expect me to pay 119 $ HR until he put in the inside board (which was my original request) and the unit worked. His final bill for his mis-diagnosis and the final bill for the second visit was $633.Desired Settlement: He can have 190,00 for first visit. If he had done what I asked unit would have been fixed on the first time and there would have been no reason to return. If he had installed this unit, and was under labor warranty, he would have had to "absorb" the charges due to a mis-diagnosis on part of one of his employees.

Business

Response:

Hi [redacted] and the Revdex.com,'There are two sides to every story, but the fact is you stopped payment on your check for $300.00 and now we have to deal with this complaint.Here are the facts as I see tham from my perspective and I believe we have a right to our own perspective as far as complaints go. You have a unit you purchased online from some dealer than sells at cost plus 5% to save money. You had someone who was not trained and certified to install the system install it for you for a discounted price. The installer than supposedly went out of busimess never had a business it was a guy in a truck that was not a Diamond Dealer and certainly did not have the experiance to propoerly install the system which i

Consumer

Response:

Review: [redacted]

I am rejecting this response because: the response was incomplete

Sincerely,

Business

Response:

Aire Serv

Heating & Air Conditioning

RE: Complaint [redacted] & [redacted]

August 19, 2015

To whom it may concern:

On May 21, 2015 we were contacted by [redacted] regarding

an issue with a [redacted] system he purchased online and had it install by

someone other than a [redacted] certified installer. He had parts that needed

to be installed and his installer was not around anymore. Upon our techs arrival he found the ductless

split system had a bad PC Inverter Board in outdoor unit and needed to be

replaced. Our tech also repaired and rewired electrical disconnect due to it

being wired incorrectly by previous company which we charged $190.37 paid by

check #[redacted] for this and diagnosis fee. Tech spoke to customer regarding the

need to replace the Outdoor Unit Board and the customer ordered an Outdoor

Board. We could not fix Indoor Unit till

Outdoor Board was replaced. Please see

attached procedure from [redacted] troubleshoot book which our tech followed to

determine an Outdoor Board was needed:

9) If S2 & S3

is between 23-29vdc go to step 10. If

you do not see the above voltage verify Outdoor Control Board has LEDs

lit. If no LEDs are lit refer to the

Outdoor Unit’s (No LED/No Power) troubleshooting.

If LEDs are lit replace

OUTDOOR Control Board.

On July 16, 2015 we sent our tech out and he installed

Inverter Board and was on the phone with [redacted] Support. Our tech started his truck at 8:41 and

traveled to your home. Truck did not

restart until 3:02 when he left your residence which was six (6) hours and we

only billed your for five (5) hours. So we actually under billed for the time

our tech was on your job. The total

amount of invoice #[redacted] was $632.78 paid by [redacted] provide our tech with a

check #[redacted] in the amount of $300 and $332.78 paid by [redacted] Credit Card for

services provided which you ended up putting a stop payment on the check, please

see attached copy of stop payment. Your lack of understanding on what actually

transpired on your system has led you to believe you are justified in not

paying me for what we did. Not only did we properly diagnose and repair you

internet purchased system we also spent at least an hour or two on the phone

trying to get your part for you. Bill did not want to install a board in a unit

with a bad inverter board. If we installed your board as you requested the unit

would never worked period. There would have been a good chance the board could

have been damaged by connecting it to a faulty outdoor board then what? The

outdoor board was bad I am 100% sure of that.

I do not believe a technician that has Bill’s experience and

is licensed in CT for many years would not be able to condemn a board properly

using the diagnostic skills and the information available on the inside of the

unit. They do have self-diagnostic boards on these units and if voltage is not

present on 2 terminals you need a board period. You did not have voltage on two

pins that required it. He did not make a mistake but you want me to pay for

your mistake and the error of your installer you hired that most likely caused

the units boards to go bad. We install

many of these units and have never ordered a board unless a snake or a mouse

did a job on it. When I do need a board I make one phone call and I get it the

next day from my distributor but the distributor I deal with only supports products

purchased through them. I would

appreciate you filing against where you purchased the unit or the installer

this way the Revdex.com can investigate his actions if what you say

is true. Because of the training a licensed installer needs to take I find it

hard to believe that [redacted] used a licensed technician to install his system

originally or he would not have had such issues. As [redacted] has stated the previous company

would not take responsibility for the issues he was having. We operate above the line and provided a

positive end result that [redacted] himself was pleased to have and only when

the Outdoor Board had been installed and our tech left after receiving payment did

[redacted] complain about the service and stopped payment on the check. [redacted] knew prior to service being

performed that day why our technician was coming to his home and he never once

said not to install the board. [redacted] should have expressed his concerns

prior to accepting our services and had he done so we would have ended our

services with [redacted] at that time.

[redacted] accepted our services issued payment for work performed and

his actions shows he agreed to those services and I am owed for my work and

time.

I discussed our pricing and informed [redacted] personally

of our labor rates prior to going to his home the first time.

Best regards,

Brian P[redacted], Owner

Aire Serv Heating & Air Conditioning

BWP/drp