Airtech Mechanical Services, Inc.

Great room ceiling damage as a result of faulty warranted air handler pan (1/yr old HVAC) in atticcompany refuses to repair on their insurance
called 6/11/to report water leakage from HVAC equipment in AtticNew House 1/years oldCeiling in great room has water damage on several areas in drywall ceiling seamsThey sent out a tech guy to replace a year warranty pan that failed, with a new panwork order 2260-We have a year warranty on laborThey installed the complete new system 1/years ago
I pointed out the damage to the tech guyWe called spoke to the owner *** *** to contact his liability insurance carrierHis comment was that it was our responsibility to get our ceiling fixed and we should call the manufacturer of the auxilary drain pan to complainI stated that we did not buy the pan, his company chose and installed the faulty panHe was to get back to me about a solution and has not done so as of August 16, my wife hand delivered

New HVAC unit has not worked correctly since installation months ago
We had a new HVAC system installed in April *** We installed the unit recommended by the Airtech sales team after an in-person meeting describing the usage, size, and other concerns about the room the unit was to control
The unit has failed to cool properly after repeated service techs and even the owner of Airtech tried to resolve the problem After more than service visits, over phone calls and months of waiting, I feel I have just about exhausted all of my options on a resolution I would also like to note that I paid for the unit before I even received the bill I have therefore held up by end of the sale
We have 25% of our building that is practically unusable during this time of year due to the failure of the unit to operate properly This has not only caused a huge inconvenience to our patrons but it has caused financial loss as well

New HVAC unit has not worked correctly since installation 4 months agoWe had a new HVAC system installed in April 2016 [redacted] We installed the unit recommended by the Airtech sales team after an in-person meeting describing the usage, size, and other concerns about the room the unit was to control.The unit has failed to cool properly after repeated service techs and even the owner of Airtech tried to resolve the problem. After more than 5 service visits, over 20 phone calls and 4 months of waiting, I feel I have just about exhausted all of my options on a resolution. I would also like to note that I paid for the unit before I even received the bill. I have therefore held up by end of the sale.We have 25% of our building that is practically unusable during this time of year due to the failure of the unit to operate properly. This has not only caused a huge inconvenience to our patrons but it has caused financial loss as well.Desired SettlementI am hereby requesting that Airtech address the issue with one of the following ways:1. Refund the cost of the unit. Airtech may remove existing unit or we can have another company remove it when a new unit is installed.2. Service the exiting unit so that it operates properly. Supply me with all warranty information and documentation since it was not offered when the unit was installed. Business Response Our response to this complaint is not timely due to the fact that Revdex.com sent the initial reply opportunities to an officer of Airtech that was out of the country Airtech has taken this matter seriously from the beginning and has/is currently working with the customer and manufacturer on resolving this issue and following the manufacturer's recommendations.Consumer Response The business contacted me and is working to resolve the issue.

Incompetence of the service technician and HIS statements around knowledge and billing.Initial call was 12/31/2013. Spoke with office person and stated that had an error on thermostat that said call service tech. Had no heat, while on heat, I was able to reset and had the heat pump come back on. Scheduled a service call for 1/2/2014. Service tech arrived early afternoon of 1/2/2014. He came and was greeted by my wife as I was upstairs working on a project. Came down and met him and he identified our unit as a Carrier Infinity. He said "they" had been to school but did not remember much about the unit. I stated we had the second error message in the past week and we were very concerned as we may have no heat with the forecast for bitter cold coming. He stated that Infinity's had communication issues but he did not know how to get the information. I told him that we had issues in the past and I knew how to get the error codes for him. I accessed the same and he looked but had know idea how to interpret what the issue/s might be. He said he would need to speak with "[redacted]" his boss about the problem as well as read up on the Infinity.I stated we've had to replace boards in the past and it seemingly was a constant issue. he said he could not check anything outdoors that day as it was raining. I also stated I had a concern as we were going to be gone part of February and he asked if I could have a neighbor look in to the condition while we were gone and I stated I would. He also said he would let the individual who was on call know of the situation should we need off hours help and that he would not be billing us for the call. On Saturday's mail, we received a bill for a service call for $65. We would not be objecting had the technician been competent and actually knew how to interpret the error codes but he did not know even how to access. The insult to injury was his stating we would not be billed and then receiving one.Air Tech had a mission statement and a value statement published on their website that states providing customer's the best and also looking at issues from a customer's perspective, Neither of those did they accomplish with us. They also state "most of all we do the right thing" and that too they failed as billing one for their incompetence is not the right thing to do especially after being told one would not be billed. We have had a 8.5 year relationship with Air Tech as they installed the unit in our home when we had it built. They do not value relationships that has come to fruition.Desired SettlementRefund of $65 billing for job not accomplishedBusiness Response /[redacted]/We believe it is very unfair of Mr [redacted] to charge our Technician with incompetence given the circumstances of this service call. We send our technician's to training classes on a continual basis,159 hours at Carrier technical classes in 2013. We have several who are NATE certified requiring continuing education to keep their certifications. As stated our technician had just recently attended a Carrier Infinity training class and like all technology there are several iterations of this thermostat. The tech was going to his truck for his notes when Mr [redacted] volunteered to access the menu for him. Once inside the menu the tech was able to navigate to the error code diagnostics page. The technician saw the latest code indicating an intermittent communication error. The tech verified that the system was fully operational at this time and informed the customer that additional dianosis on the outdoor unit would be imprudent given the inclement weather. The tech advised the customer that he would review his system with our service manager to decide if any additinal service would be practical at this time. After review with the service manager it was deemed that any further action would not be prudent since the system was operating and these communication errors can be the result of Power fluctuations. It is our policy NOT to incur additional costs to our customers if we cannot diagnose a plan of action which would completely mitigate the issue. This would be immoral. The cost of replacing circuit boards and communication wiring would have been several hudred dollars on this system and would not guarantee that intermittent communication errors would not continue if caused by power issues.Since no further action was required by our service department a very reasonable $65 diagnostic fee was issued and not a $90.00 service call.Mr [redacted] takes issue with our service Manager Mr [redacted] and our Mission and Value statements. I would contest that there is NOT a more concientious and customer centric Manager in our industry and we have multiple testimonials to confirm this. As far as our values are concerned we thought that we were doing the right thing and not incurring unnecessary additional costs to the cutomer to fix a system that was fully operational?? When I received Mr [redacted]'s check with a his letter attached and since he had been a valued customer I marked his check for return. It was NOT deposited nor will it be. However I do not think it is unreasonable to charge a diagnostic fee when he requested a service call and we responed. It is my feeling that a simple phone call from Mr [redacted] would probaly have resolved this matter but unfortunatley before I was even aware of his disatisfaction with his being charged for the service call he had filed this complaint with the Revdex.com.The check [redacted] be returned with a copy of this response.When a service call is requested, as with all service companies we do notI apologise for the delay in responding to this complaint but we have been concentrating on servicing our cutomers with NO HEAT during this exceptionally cold winter here in the eastern part of our state.Final Consumer Response /[redacted]/Final Business Response /[redacted]/