All American Heating & Air Conditioning Inc.

I purchased a new home and All American installed the AC and Heating unit, so signed up for a servicing agreement with this company because of that relationship They are a hassle to get the servicing appointment scheduled with Every time I call I get a run around to get what I paid for in advance scheduled They are never in "my area" and use that as an excuse to not book my appointment They seem to be ok with cashing my check, just getting what you paid for is a real problem with them They don't even give you an expect date of when they might be next in your area They just say "we will call you when we can set something up" Their scheduling personnel are rude and don't really care to help you get your appointment scheduled Will not be using them again after I can finally get this service appointment done Hate to prepay for something then have a hard time getting what I paid for Would never recommend them because of this situation

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], I'm wiling to agree to the proposal to credit $275.15 to end this dispute.  
My understanding is that my credit card will be credited with this amount within 3 business days.
Thanks,
[redacted]

My furnace was repaired in October of 2014, about a month later I realized it was leaking water. Initially, I thought the leak was the result of the pump not being placed properly back in the motor by the technician/repairman. Upon emptying the pump several times, I called to report the issue in early January. Tim W[redacted], the service manager, was extremely rude and asked why am I now reporting the issue. I explained to him that I thought it was because the pump wasn't placed back in the motor correctly. I then inquired about their warranty. He said parts were warrantied for 5 years, but the service for only 30 days. When I asked for clarification, he became belligerent and told me I should have called earlier. I asked him if it was indeed the part, shouldn't the service be warrantied especially since I paid close to $600 for the repair. He said rather rudely, "How do you know it's the part. Are you sure it's the part?" I said, "If it is the part, shouldn't it be warrantied?" He said, "No." His reply made no sense, since according to the company's policy, it didn't matter whether it was the part or not. He didn't want to warranty the work. I can understand paying for service if it weren't the part upon coming back to service the furnace, but he didn't give that option. I asked to speak to a manager, he said, "I'm it." I replied, "Everyone has a boss." Tim W[redacted] then gave me the name of Jay V[redacted] the owner and stated, "he doesn't have time to talk to you about this." This was the worse service I have every received. I ended the conversation with Tim and called back. I spoke with Holly, the office manager, and explained what had occurred. She apologized, which was gracious, however, the person who needed to apologize was Tim W[redacted]. To date, Jay V[redacted] has not returned my call. When I called the next day, Holly stated she did relay the message to Jay and Kenny, the other owner. All in all, I will be getting my furnace and water heater repaired by another company.

Complaint: [redacted]
I am rejecting this response because:
The statements provided by the business and referenced comments by the service manager are NOT ACCURATE. I raised this concern immediately once I found out that they charged me additional hours of [redacted] and raised it with the service manager who introduced me as [redacted]. 
When the original request was made. The technician quoted the rate for the 1st hour and an extra hour on the phone. 
He explicitly stated that if the repair is completed within 1 hour, I will only pay for first hour of service. And if additional [redacted]e is required, they will charge me at the rate used for the additional hours.. The technician did NOT mention anything about charging for travel [redacted]e.  I agreed to pay for the actual [redacted]e onsite, and am still willing to do so. 
I offered to the service manager to pay for the actual [redacted]e based on the rates we've agreed to, and the service manager still insists on paying for the [redacted] that was incurred for the technician to travel from another location more than 1 hr away... 
Sincerely,
[redacted]

Review: I called All American Heating & Air Conditioning Inc to request to repair an A/C unit that stopped working on Sunday AM. The technician who called me back quoted me a rate of $374 for the first hour, and $172.50 for each subsequent hour. Even though the rates sounded astronomical, I didn't have a chance to look for another A/C firm, as the tenant was concerned about their two little children and expected hot day. So I provided my credit card. I was billed for $747.03 to replace the broken capacitor & perform some rewiring (about $90 in cost of parts). What I didn't expect, is for them to bill me at 1.5 hourly rate for 1 hour 15 mins for the their [redacted] from [redacted] to [redacted] which they claim was their last job location... Billing for the [redacted] from another location - was not something they disclosed up front, and not something I agreed to. I'm disputing this charge. This is not a customary practice. I consider it illegal to change the terms after the fact...Desired Settlement: The company have to remove the charges for the travel [redacted]e...

Business

Response:

This is the first notice that we received. We immediately reached out to the customer and the service manager spoke with [redacted] whom in turn said that he was told about the travel fee in the beginning but was disputing it anyway. The service manager offered to deduct a half hour from his [redacted]e as well as not charge for the replacement of his filter. [redacted] said it wasn't good enough and was not willing to negotiate. [redacted] was told the rates for weekend service and was aware that the service could have been done on Monday at regular rates but [redacted] did not wish to wait.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

The statements provided by the business and referenced comments by the service manager are NOT ACCURATE. I raised this concern immediately once I found out that they charged me additional hours of [redacted] and raised it with the service manager who introduced me as [redacted].

Review: I had a service on my air conditioning unit([redacted]), purchased and under warranty by All American Heating. When making the appointment, they requested my credit card information. I was informed that I would have to pay a minimum of one hour ($115) for the service. When the technician arrived, he explained that he was 99% positive that the problem was with the "cheap copper coils" purchased by AAH from [redacted]. The company had been fixing numerous units with the same problems. He stated that my warranty would cover this part. After investigating the unit, he discovered that freon was leaking and he had to add more and a dye pack to assess the location of the leak. He did not mention the cost of materials or if it was necessary to repair my unit. After completing the service, he handed me a bill to sign with not only the hour labor but the fees for freon and the dye pack. Again, I was never informed of the cost or given the option to proceed with this prior to him completing the service. I was also not informed of the exorbitant fees associated with fixing my unit as this service was a band-aid to the real problem, ie coil. The bill for this service was $246.00. I asked him if the problem was fixed. He reported that they would have to return in a week to check the dye pack, which would cost another $115 or more. If it was the coil, which he was 99% positive that it was, it would have to be replaced. While the part was covered, we would be responsible for the labor ($750 plus). We don't understand why we're responsible for a faulty part purchased by AAH. Owner [redacted] stated that numerous coils have been changed. [redacted] stated that [redacted] isn't reimbursing them and making them complete this process before replacing the coil. We question the need for such a costly process when they have had this problem with so many customers. I explained That this is neither fair nor good business to charge a consumer for several service calls to fix a part that they know is faulty.

Product_Or_Service: [redacted] Air Conditioning Unit

Order_Number: Purchased when houseDesired Settlement: I would like to be reimbursed for the freon and the dye pack as I was never informed of the cost prior to the service. I would not have proceeded with this service if I knew it was NOT going to fix my air conditioning unit. I would like the company to replace this coil which is faulty and under warranty. I shouldnt pay several service calls to fix this part with them knowing they replaced numerous coils. I do not feel I should be responsible for the labor associated with a faulty part. Want fix

Consumer

Response:

Consumer indicated they have not heard from the company

Business

Response:

We received the complaint 9/9/13 as the other literature was being sent to incorrect address.

As for the complaint. This issue is with the equipment, we install the equipment and performed tests to detect the problem with the unit. The issues happened three years after our installation and had surpassed our warranty period. We do not feel that we unjustly charged the customer and followed the regular route of problem discovery.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

All American Heating’s response did not address my complaint. My complaint is not in reference to the entire air conditioning unit; therefore, there response regarding the warranty is irrelevant. I contacted All American Heating because I was having problems with my air conditioning. All American sent a technician to assess the problem. He determined that it was the copper coil that was faulty because it was cheap copper the manufacturer got from China. He reported that he was 99% positive because All American Heating had changed several of these coils for customers who have the [redacted] unit. During the assessment, the tech added freon to my unit without asking my consent and informed me of the charge after he was finished.

I contacted the owner, [redacted], of All American Heating. He stated that he was aware of the FAULTY COPPER COIL and that the manufacturer of the part has been covering the cost of the part so they can be replaced. [redacted] stated that he has replaced several of them for other customers with the same unit. He informed me that believes that my unit’s copper coils needs to be changed but I would have to continue with diagnostic process and pay All American Heating for the cost of that and also the labor to replace the faulty part.

I should not have to pay All American Heating for the cost of labor when both they and the manufacturer admit that the unit has a faulty part. I would like All American Heating to replace the faulty part without an unnecessary diagnostic process and labor fees.

This is not good business.

Thank you

[redacted]

Sincerely,

Business

Response:

After speaking with the new service manager, [redacted], he has agreed to reimburse the fees for the Freon and the dye that was requested by the homeowner. A check will be sent out to the customer immediately.

Review: We built a new home and moved in late December 2012. We've had multiple issues with the furnace, AC and plumbing. All American is the contractor. With regard to the AC, we've had All American out on 5/11, 5/22 and attempted to get service on 6/23/13. All is to be covered under warantee as this is a new home. On 6/23, we called for service and the technichan wanted to be paid for a service call, we refused since the home is under warantee. We have no AC at this time and we are in a heat wave. On 5/22, the technican (RJ) added a significant amount of freon to the system and we suspect a leak, we had water puddles in the basement since the unit froze up. Our concern is that we have a leak, the system may become damaged because of the lack of freon. We also have my 80 year old mother in law living with us and need AC for her health. I am not satisfied with All American's response and for not fixing the problem and attempting to get paid. We paid approx $50,000.00 to All American for the heating an AC system in our new home. Issue number 2 is that there is a sewer odor in the basement that has yet to be fixed. At least 3 other plumbing leaks have been fixed. These problems are an issue for us and require us to take time away from work. Please assist. Thank you.

Product_Or_Service: [redacted] AC

Account_Number: Via builder, [redacted]Desired Settlement: Fix the problem with the AC and plumbing per warantee. Dont try to charge us for this service.

Business

Response:

Notification was received by the business 9/9/13, all previous literature was being sent to the incorrect address.

Now in reference to the complaint, we went to the customers home and addressed the issue however as company policy is that we service a non emergency warranty issue Monday through Friday during normal work hours. As for the sewer smell, the customer is currently involved in a conflict with the builder for possible negligence.

Any and all issues that occurred have been resolved.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

there is no response in the business response sent me. However, the AC was subsequently fixed. After 5 months the sewer gas odor was fixed as well, this alone in my view qualities as a justified complaint as the plumber was out many times without being able to identify and correct the issue. Finally, the builder suggested a test that identified the issue enabling the plumber to fix the problem. Again, 5 months and several ineffective attempts to remedy the problem.

Sincerely,

My furnace was repaired in October of 2014, about a month later I realized it was leaking water. Initially, I thought the leak was the result of the pump not being placed properly back in the motor by the technician/repairman. Upon emptying the pump several times, I called to report the issue in early January. Tim W[redacted], the service manager, was extremely rude and asked why am I now reporting the issue. I explained to him that I thought it was because the pump wasn't placed back in the motor correctly. I then inquired about their warranty. He said parts were warrantied for 5 years, but the service for only 30 days. When I asked for clarification, he became belligerent and told me I should have called earlier. I asked him if it was indeed the part, shouldn't the service be warrantied especially since I paid close to $600 for the repair. He said rather rudely, "How do you know it's the part. Are you sure it's the part?" I said, "If it is the part, shouldn't it be warrantied?" He said, "No." His reply made no sense, since according to the company's policy, it didn't matter whether it was the part or not. He didn't want to warranty the work. I can understand paying for service if it weren't the part upon coming back to service the furnace, but he didn't give that option. I asked to speak to a manager, he said, "I'm it." I replied, "Everyone has a boss." Tim W[redacted] then gave me the name of Jay V[redacted] the owner and stated, "he doesn't have time to talk to you about this." This was the worse service I have every received. I ended the conversation with Tim and called back. I spoke with Holly, the office manager, and explained what had occurred. She apologized, which was gracious, however, the person who needed to apologize was Tim W[redacted]. To date, Jay V[redacted] has not returned my call. When I called the next day, Holly stated she did relay the message to Jay and Kenny, the other owner. All in all, I will be getting my furnace and water heater repaired by another company.