Airserv

Review: Unfair assessment of current system causing additional expenditures followed by continued misinformation leading to increased energy bills

Good afternoon,

I write to you today to submit a formal complaint against the company AirServ. Back in July/August of 2012, our air conditioning system stopped working properly. I called several companies, including AirServ, to come out and look at our system. AirServ was the only company that could come out within a week so we were limited on our choices. That being said, we were relying on their expertise to give us a fair assessment of our system and what needed to be done. The gentleman stated that our air compressor was bad and stated that our system was too old to have fixed. We then had to pay out of pocket because our home warranty company had mysteriously lost our paperwork (not AirServ's fault of course but it caused me to submit a Revdex.com complaint on them as well). After almost a year-long investigation with our home warranty company, they finally admitted in our Revdex.com complaint that AirServ stated that only the compressor was bad and COULD be fixed for a cost of about $1,300. This cost was reimbursed to us by the home warranty company as they realized we were covered but they would only covered what NEEDED to be done, not the entire upgrade to the system. Therefore, you can see the issue we are complaining about is that the mechanic gave us incorrect information which caused us to have increased costs of about $5,000 since the whole system was upgraded. To further illustrate the misinformation this company has provided - several agents came to our house and could not discover what was going wrong with our system and even the owner called me and mentioned they were having to repair a lot of them because they were faulty and I believe he mentioned they even had to send one back. However, when the agents were unable to explain what was going on, they advised us to use "emergency heat" and it would not affect our heat bill. I questioned this but they insisted this would not happen. Sure enough our heat bill went up by about $250 due to this misinformation. I called the electric company and they confirmed that the agent gave us misinformation and furthermore, we had no choice but to use emergency heat because the agents were unable to fix our issue on multiple visits. Some of the agents were even very rude which the owner was very apologetic for and I believe he has been terminated from the company. Please note that this is AirServ located in the Winchester, VA area and I'm not sure what their headquarters address would be.Desired Settlement: I think it would be best for AirServ to offer some reconciliation for this error rather than possibly seeking a claim in small claims court. Again, we incurred costs over $5,000 due to misinformation given by the company. I understand that the company incurred costs for fixing my unit as well so a reasonable accommodation in my opinion would be to at least reimburse me and my wife the $250 in additional energy bills costs and if nothing can be refunded on the system (which there is a large profit margin in this industry so I'm sure something could be worked out) - to offer us the labor warranty for free on our system for the remaining 10 years. In other words, if the system breaks down (which it shouldn't) or needs servicing they would do that for free or a reduced rate.