There have been two issues with this company. First, they install a full home unit with NO supply vent in the Master Bedroom and thought that's how it was supposed to be, Now my units is completely out it's been less then 30 days since the last issue and this is a NEW home and a New unit. Now they have more units to repair then they have employee to repair them. Now the guys that work the phone service calls they are great, they listen, they don't take the issue personally. They understand people want what they pay for.
Sent: Tuesday, May 02, 2017 7:56 PM Subject: Airtron #[redacted] To the resolution team, We have not had the opportunity to review any further claims that the installation was improperly done nor have we received any reports from the other hvac companies for this address indicating exactly what was...
installed wrong. Airtron maintains a high standard of standing behind all installations that we do. If there is evidence that something was done wrong then we would kindly request an official report from a reputable licensed hvac company in order for us to rectify the claim. Our last noted contact with Mrs. [redacted] was back in February 2017. We spoke to Mrs. [redacted] during that time. She requested that we resend a quote to her that was originally sent mid 9/16 via email only to Mr. [redacted]’s business email. This original quote was requested directly by Mr. [redacted] during a site visit by Kevin in late 8/2016. We have yet to receive a signed copy of either one of those quotes accepting the terms of the agreement. Our records indicate Airtron did in fact install the hvac system in 2011 for Green K Custom homes, owned by Mr. [redacted]. There was no contact from The customer for any cooling issues until 4 years later in the summer of 5/2015. Airtron sent a technician who diagnosed the upstairs system refrigerant had leaked out and recommended a leak search to determine the reason why. This was declined by the customer and only refrigerant was added to the system. The next contact was in 6/2016 for another cooling issue upstairs. The technician found the refrigerant leaked out again, performed a leak search at no cost to the homeowner and determined the evaporator coil is leaking refrigerant (this is a well-known industry wide issue with these type of copper tubing evaporator coils and is not related to the installation of the coil). The homeowner accepted the quote to replace the coil given by the technician and the coil was scheduled in late 6/2016 to be replaced. When Airtron’s installer arrived to replace the coil the customer stopped the work and requested the distribution box to be replaced as well. A new estimate was given in 6/2016. This was put on hold when the customer requested a custom distribution box made of stainless steel. Since this type of material is not widely used in normal residential hvac systems Airtron had to search for a supplier and an installer that was experienced in handling this type of material. A quote was given to the customer in early 7/2016. The customer requested another quote from Airtron if they provided the stainless steel box. A new quote was in the process but was rescinded due to the inability of any available installers capable of handling this product. A new quote was requested in early 8/2016 by the customer that also included adding refrigerant to the downstairs system, replacing the leaking upstairs coil, and replacing the entire duct system in the home. They stated that another company looked at the system and told them it was installed wrong. An appointment was set up late 8/2016 for a manager , Kevin, to meet with the customer, verify proper installation of the system, and record duct sizes in order to produce an accurate quote. It was determined at that time the system was installed properly and pointed out that the installation met all required mechanical codes and passed all required mechanical inspections during the original installation period. It was recommended that both coils, both distribution boxes, and a minimum of 10’ of ductwork be replaced for both systems. Mr. [redacted] provided an email address to send the quote to. This was sent in late 8/2016. In 9/2016 the customer requested the quote to be rewritten on a different form with an Airtron heading rather than email form as the prior one was. The quote was rewritten and resent in 9/2016. His leads us back to 2/2017 when the customer contacted us stating the original email with the quote could not be located and wanted us to resend it. Airtron is still willing to address any claims of improper installation only if given opportunity with proper proof of what was done improperly to begin with. Finally our sincerest apologies for any delayed responses during the past summer since it is the busiest time of the year. Signed….Kevin [redacted] Kevin [redacted] Service Manager Airtron Houston 3300 Bingle Road Houston, TX 77055 281.996.5857 - Office Kevin.[redacted]@DirectEnergy.com A Direct Energy Company
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and while the unit is working properly, the original diagnosis of the ductwork being too small by the third party company [redacted] was dismissed. I fully expect that if there are problems with the unit in the near future and the cause is again diagnosed as the ductwork being undersized then I expect AirTron to fix the ductwork at no cost to me since the warranty period on ductwork runs through April 2017 and they did not address the ductwork during the warranty period. Thank you, [redacted]
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.
Sent: Tuesday, May 02, 2017 7:56 PM Subject: Airtron #[redacted] To the resolution team, We have not had the opportunity to review any further claims that the installation was improperly done nor have we received any reports from the other hvac companies for this address indicating exactly what was...
installed wrong. Airtron maintains a high standard of standing behind all installations that we do. If there is evidence that something was done wrong then we would kindly request an official report from a reputable licensed hvac company in order for us to rectify the claim. Our last noted contact with Mrs. [redacted] was back in February 2017. We spoke to Mrs. [redacted] during that time. She requested that we resend a quote to her that was originally sent mid 9/16 via email only to Mr. [redacted]’s business email. This original quote was requested directly by Mr. [redacted] during a site visit by Kevin in late 8/2016. We have yet to receive a signed copy of either one of those quotes accepting the terms of the agreement. Our records indicate Airtron did in fact install the hvac system in 2011 for Green K Custom homes, owned by Mr. [redacted]. There was no contact from The customer for any cooling issues until 4 years later in the summer of 5/2015. Airtron sent a technician who diagnosed the upstairs system refrigerant had leaked out and recommended a leak search to determine the reason why. This was declined by the customer and only refrigerant was added to the system. The next contact was in 6/2016 for another cooling issue upstairs. The technician found the refrigerant leaked out again, performed a leak search at no cost to the homeowner and determined the evaporator coil is leaking refrigerant (this is a well-known industry wide issue with these type of copper tubing evaporator coils and is not related to the installation of the coil). The homeowner accepted the quote to replace the coil given by the technician and the coil was scheduled in late 6/2016 to be replaced. When Airtron’s installer arrived to replace the coil the customer stopped the work and requested the distribution box to be replaced as well. A new estimate was given in 6/2016. This was put on hold when the customer requested a custom distribution box made of stainless steel. Since this type of material is not widely used in normal residential hvac systems Airtron had to search for a supplier and an installer that was experienced in handling this type of material. A quote was given to the customer in early 7/2016. The customer requested another quote from Airtron if they provided the stainless steel box. A new quote was in the process but was rescinded due to the inability of any available installers capable of handling this product. A new quote was requested in early 8/2016 by the customer that also included adding refrigerant to the downstairs system, replacing the leaking upstairs coil, and replacing the entire duct system in the home. They stated that another company looked at the system and told them it was installed wrong. An appointment was set up late 8/2016 for a manager , Kevin, to meet with the customer, verify proper installation of the system, and record duct sizes in order to produce an accurate quote. It was determined at that time the system was installed properly and pointed out that the installation met all required mechanical codes and passed all required mechanical inspections during the original installation period. It was recommended that both coils, both distribution boxes, and a minimum of 10’ of ductwork be replaced for both systems. Mr. [redacted] provided an email address to send the quote to. This was sent in late 8/2016. In 9/2016 the customer requested the quote to be rewritten on a different form with an Airtron heading rather than email form as the prior one was. The quote was rewritten and resent in 9/2016. His leads us back to 2/2017 when the customer contacted us stating the original email with the quote could not be located and wanted us to resend it. Airtron is still willing to address any claims of improper installation only if given opportunity with proper proof of what was done improperly to begin with. Finally our sincerest apologies for any delayed responses during the past summer since it is the busiest time of the year. Signed….Kevin [redacted] Kevin [redacted] Service Manager Airtron Houston 3300 Bingle Road Houston, TX 77055 281.996.5857 - Office Kevin.[redacted]@DirectEnergy.com A Direct Energy Company
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and while the unit is working properly, the original diagnosis of the ductwork being too small by the third party company [redacted] was dismissed. I fully expect that if there are problems with the unit in the near future and the cause is again diagnosed as the ductwork being undersized then I expect AirTron to fix the ductwork at no cost to me since the warranty period on ductwork runs through April 2017 and they did not address the ductwork during the warranty period. Thank you, [redacted]
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.