Airtron

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 They have
agreed to make some repairs to our system as well as warranty the workThey were responsive and helpful
Regards,
*** ***

Complaint: [redacted]
I am rejecting this response because: I will not accept your offer if this solution to my A/C issue is yet another temporary fix. I have already received a copy of the Lennox notification regarding the TXV Operation and Performance in Residential Air Conditioner and Heat Pump Systems from one of your techs Jason Rodriguez. This notification along with your response does not reassure my family and I that this additive is a permanent fix. I would prefer a guarantee that this issue is resolved permanently. Otherwise, I will escalate this issue to the furthest extent. "Should" is not very reassuring and if you were in my position you would feel the same. My home is only 8 months old and to have 4 different techs not including my own and 3 different TXV Valves is pretty ridiculous. As you stated in your response it is possible to have the unit replaced, that is if the manufacturer will provide a new system. You would think as big of a company AirTron is, your main priority would be to go above and beyond for their customers and contact Lennox to let them them know the system that you purchased and installed is defective. I will be sure to provide all the documentation I have on file and use that to my advantage. If needed I will be contacting a lawyer soon. Thank you.(If I could add more pictures I would)
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:Im rejecting my response due to nothing being resolved. It is 56 degrees inside my home and my children are really sick. Would you like your kids to sleep in this 56 degree condition and sick ?? I will be contacting the media. I was told by your company it was an electrical problem. Well thats your faulty system thats in my home. My electrical has nothing to do with bad equipment. I will also be contacting an attorney as well. My house could have burnt down and I have small children. Who would have claimed responsibility for that ?? I want to speak to someone up higher. President of Airtron or CEO. If this problem is not resolved asap. Im also gonna file another complaint. So Im giving you by 5:00 pm Fri 12/19 to do something or Im on with Ksat 12 and Kens 5 to give yall a bad name.
Regards,
[redacted]

We have reached out to the customer to have a phone conversation to try to reach a settlement.12/07/2015

We are sending our service manager and a service tech to meet with this customer on 05/17/2017Tell us why here...

Airtron is sorry that we fell short of Mr. [redacted] expectations as a service company. Our tech did not know that Mr. [redacted] coil was still under the manufacturer's warranty and misquoted the customer. Because of this, we refunded his money for the service call. We feel that Mr. [redacted]...

demand to refund money on work two years prior to this service call is unfair to us and we are not willing to do so. Airtron offered to meet the other companies price on replacement of the coil and offed to give him a two year service agreement for free. Mr. [redacted] declined the offer.

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]

Complaint: [redacted]
I am rejecting this response because: I have been out of town and have called Airtron back. Waiting for them to return my call.
Regards,
[redacted]

Tell us why here..Airtron met with a representative from Pulte homes and Lennox at this home on 07/30/2015. The reprasentative from Lennox assured the homeowner that by adding the oil additive to his system is a permanent fix. The Lennox representative also promised to send the homeowner a letter stating that the system is working properly. Airtron also has extended this customers labor warranty for an additional 2 years along with giving them one full year of maintenance at no charge.

As per my original offer, I sent one of our service technicians to go inspect (at no charge) the alledged "fire due to faulty installtion and equipment". I have attached three pictures that show that the unit is not being properly maintained and that the fire was caused by an electrical panel not provided by or installed by Airtron. We are not licensed electricians and we can not work on the electrical panel. This home owner needs to call an electrician. Their is nothing wrong with the heater except that it needs to be cleaned as recommended by the manufacturer. Revdex.com needs to close this complaint, customer is unreasonable. I have contacted our legal department and put them on notice if the customer trys to slander our company.

We have made the following offer to the customer, we are waiting for a response. Norma, thanks for the information. We pulled your service history and here is what we found:08/04/2014-Installed new unit08/07/2014-thermostat wire between the new unit and the outdoor unit broken somewhere....

Although this was an existing wire to your home, we replaced it for free03/24/2015-filter related issue07/15/2015-filter related issue08/09/2015- run capacitor failed, this is a very common issue as most capacitors are made overseas and tend to fail pretty regularly. This is the only equipment related issue we have repairs since your unit was installed.08/12/2015- Tech noted that the unit was low on Freon, this was probably misdiagnosed as the coil started to get dirty and we don’t think he caught it. As a coil gets dirty, it will show the same symptoms as being low on refrigerant charge07/12/2016-found very dirty coil. Your coil should not be dirty after the unit has run for two years. Any dirt that gets on your coil has gone through or around your filter. We are willing to do the following:We need to send a senior tech to make sure that dirty air is not somehow bypassing your filter. We will agree to clean your coil for free if you will consider to use effective filters and have your system serviced twice a year as recommended by the manufacturer and City public Service. We will even give you a one year service agreement (spring and fall check) at no charge so that we can get off on the right foot. We need you to listen to the tech when he gets there so we can give you options on the right filters for your system. If you have pets in the home or a lot of indoor/ outdoor traffic, department store filters are going to give you the same results in a short time. If you would like to take us up on our offer, you can email me back or contact me at [redacted], extension [redacted]. Thanks!

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]

We have made contact and settled with [redacted]

Complaint: [redacted]I am rejecting this response because: a few weeks is unacceptable to me. There is no explanation for it. [redacted] did not explained anything to me , she told me!  I also want to know if my original part was placed back on my Unit. Regards,[redacted]

Complaint: [redacted]
I am rejecting this response because:I feel that although Airtron offered and did indeed refund me the amount charged for the recent service trip that this was not completely satisfactory. First off the tech did not tell me that evening when he was at my home that he wasn't sure my coil did not have a warranty there was no indication of unsuredness on his part. He was firm on his answer about it, he looked at the paperwork that I had kept from the install in 2014 and stated to me that there is only a one year warranty on that particular part being the coil. I asked him what about my main unit, can we check if theres anything from the manufacturer. He asked me when was it installed I told him I believe in 09 when the house was built. He stated more than likely there would be no warranty on the main unit either and didnt bother to check. Then he began to offer pricing for either a new indoor unit and or coil by itsself with the installation fee. So to claim that he was simply not aware is inaccurate, he didn't indicate he wasnt sure that evening he was very firm about my unit and coil no longer having a warranty on each. Second when I reported the issue I told the Airtron dispatch rep that there was a dripping noise coming from the AC unit and that I believe the condensation pipe has become clogged, when the tech visited he stated he checked the indoor and outdoor units both were fine he even claimed to have checked the condensation pipe and drip pan which he claims he found no evidence of a clog. The technician then proceeded to run a meter on the coil to see if any freon leaks were present. After about 30 mins or more of checking for a leak he stated that the coil was leaking and that this is more than likely where the drip is coming from. I then inquired more about the cost of the new coil so he proceeded to give me as best accurate price as he could and then ran mine and my spouses credit to see if we could get approved for financing for the part and labor. Unfortunately we did not qualify but he said that he would have someone from his accounting dept contact us further. Next day I spoke to a gentlemen in accounting whom quoted me same price as tech for parts and labor and I even asked him is there anything that we can check with the manufacturer. Same response, hes said "on a unit that old is unlikely im sorry, this is the cost." then told me if I decide to pay for the unit or coil to call him back. The tech also left me with the impression that the coil would last alittle bit before I needed to completely either replace it or the unit, he was really adimmant on selling me a new unit that evening. So I decided to try and wait it out until I could afford a completely new unit or coil. I also called around and started to find that other shops would sell me the coil and install for way cheaper than Airtron and would have done so this time and the previous time that Airtron came out when they initially installed the part even without a warranty. So with some new prices in hand and different options, I called the Airtron accounting rep back whom told me well theres no way that we are going to do it for that cheap and those other shops must have some left over stock of the older model of coil from Carrier. I explained they are ordering those part from Carrier same as you guys and are able to get the same coil I currently have and install for less than your 2700 plus fee. the Accounting rep then slightly lowered price in which I still decline. So after those conversations, we started having troubles with the AC unit, it was no longer blowing cold air so I called for emergency repair and as I noted in my initial complaint that is when I discovered I did in fact have a warranty on my unit for 10 years that was still in effect. The other HVAC company came out, when their tech arrived he checked and immediately found that my initial concern had been spot on the one regarding the condensation pipe I reported to the Airtron tech and their dispatch. He also had the new coil ready to install for 525 dollars, flat rate. I asked if he could check the coil currently installed one more time, he then checked and found no leaks, I stood by him to see if the meter would go off and nothing. What he did find was that the trip meter that Airtron installed shut off the outdoor unit since it had been tripped, due to the condensation pipe being clogged and the drip pan being full. He then explained a new coil nor unit would be necessary and agreed to clean the pipe and pan out for 89 dollars. Also those drip pans do not fill up over night this was months of leaking and the pipe being clogged, so the Airtron tech did not check as he stated he did and if he saw the pan almost full he chose to ignore it and try to sell me a new unit and or coil. After the other HVAC company's tech performed the maintenance my AC unit has been working as expected cooling the house with no issues. Now I did speak to a higher up manager and explained to him everything that had occurred, he admitted that Airtron was in the wrong and did get me a refund rather quickly for the service trip on 9-7-2016. Here is my issue and where I believe Airtron should go back on the work performed on 5-19-2014 and readjust that invoice. I have confirmed that the company that recently came to my home would have used the warranty on the main indoor unit rather than the coil's individual warranty and would have billed me only $500 plus in labor in 2014 same as they would have in 2016 as there has been no change in my manufacturer's warranty. Also some of the other companies that I have called around to and explained I have a warranty on the main Carrier indoor unit have also given a similar and slightly higer price but none have come close to Airtron's 1,263.00 price for labor alone. When I also explained the warranty and price difference to the higher up manager he said he was going to authorize Airtron to install the new coil for the competitors price and offer free maintenance for up to 2 years. I respectfully declined as I have lost faith in this company's integrity and honesty and would not allow business people like that into my home. I feel had the other company not been honest about my warranty Airtron would have never did right by me and my family including issuing the current refund as they did. I trusted Airtron and their techs to come into my home and be professional and honest and to do right by me as a consumer. When I asked the manager about the work in 2014 and if he knows if I even needed a coil back then he stated he wasnt sure there was no way for him to tell. Which I understand that but I feel that I was sold on a service I did not need just as what almost happened this time. I feel I was grossly overcharged in 2014 by Airton and would have been once more if I did not find out the truth about my warranty and how it does lower the cost of service. My next question is if the manager was willing to offer me 2 years of maintenance plan that equals to about 300 dollars and also on top reduce the 2500 coil part and install which is the last quote I recieved from his accounting rep to 525, why not simply write out a new invoice from 2014 and bill fairly. Although I feel that there was dishonesty in 2014 regarding the pricing and cost of the labor I am willing to except a partial refund for that labor I paid for. Airtron can simply base it on My main indoor units warranty vs the coil's from back then as well as fair market value and competitor offerings for labor. the Airton manager was willing to make this right and honor the company's pricing of 525 this time, why not do the right thing and adjust the invoice from 2014 and honor that price as well as the competitor would have billed me the same back then. And one more thing to note the company that came out could have taken me for 500 dollars because Airtron told me I needed a new coil and thats what I believed to be wrong but they didnt they took me for 89 dollars a bottle of water for the tech and a handshake. Thats how you build trust and do good business, although I believe Airtron admitted they were wrong about thier recent visit in the way my issue was handled I believe there is a way for Airtron to ultimately make this right. I am not asking for all of my money back from 2014 I am asking for them to be fair and honest, I am giving them a chance to rebuild trust and faith in their business that should mean more to them than alittle bit of a refund.
Regards,
[redacted]

Tell us why here... I spoke with ** this morning. This customer has two units, one of which has a leak in the evaporator coil. Since the customer did not want to repair the unit, we did leave it unplugged so as not to allow the unit to run which will make it ice up and possibly cause property...

damage. ** stated that he did not leave the unit disassembled. If the other company had to add refrigerant, that verifies that the system is leaking and will eventually cause the unit to ice up again. Allthough we feel that we did not do anything wrong at this home, I will honor the customers request and refund the $89.50. Please allow 30 days for the refund to be processed.[redacted]

We have agreed to give Mr. [redacted] a full refund for the motor and maintainance. The $89.00 diagnostic charge will not be refunded. As [redacted] explained to him before, it will take several weeks for him to recieve his refund.

Complaint: [redacted]
I am rejecting this response because:First of all we werent informed pictures were taken of my unit so this was done without permission anyway and this is violating my rights. Second of all his technician went into my home and no one over the age 18 was there. On this initial call my husband was informed the problem was going to be fixed. So they lied. So how can he say I wasnt maintaining my system ? It was faulty to begin with and yes theres dust on it from where the fire responders came out to set the fire out. My equipment has never worked properly since moving into the home. There are also several neighbors in the same subdivision including military having the same problems. I have had to borrow money and payback what I owe to get it serviced and have been told its a faulty unit leaking freon and needing new coils and I havent even had the system 10 yrs now. These were people not hired by Airtron. Of course Airtron sent their technician out so his technician could say what he wants to that Im not maintaining my equipment properly and trying to threaten me with a lawsuit. I have complained about their faulty system and Airtron has refused to own up to their equipment. Im hot all summer long and cold all winter because the system has never worked the way it should. This is a free country to begin with so Freedom of Speech is my right. I by no means am slandering as I did research and have proven facts and found several other bad reviews about Airtron on yelp.com. So Im not the only one complaining theres others as well and this could lead to a class action lawsuit. I feel demeaned and discriminated at this point probably because Im hispanic is the reason why they wont do what needs to be done.
Regards,
[redacted]

I am in Houston helping out, but we already settled with Mr [redacted], he should be good.

Complaint: [redacted]
I am rejecting this response because: first of all, the damper board was NEVER repaired and your own technician admitted it was wired wrong which I have on an invoice from your company. You are the only company that had touched our AC system. You kept telling us everything was fine. So we went months with no heat until we called you out yet again and you then tell us our damper board had failed after running for 20 min. Then your company said it would need replacing and it would cost us and additional $685 and that was not covered under our maintenance plan which we had been paying you 80/month for several years. We would have gladly accepted you replacing our damper board under our maintence agreement but you did not. If you would like the extremely large cps bills during the months we had no heat and the system being wired wrong and fighting each other I can supply you those. Thank you. 
Regards,
[redacted] [redacted]