All Makes Heating/Air Conditioning Corp.

As addressed in the conversation with [redacted]. AMHAC is not the routine contracted maintenance / service providerto the location at [redacted].AMHAC’s last visit to this residence prior to these 2015 series ofNo Heat calls was in 2013. With that said, when responsibly...

diagnosing an issue of no heat,especially a leak, AMHAC must go thru a series of diagnostics to make sure weare not skipping or jumping any steps.Especially since we had not been in the home since 2013. ·        The first service call placed was on 03/**/2015 for no heat. AMHACrestored heat by adding a quarter pound of refrigerant. We noted that if thisproblem occurs again we should return to replace the thermistor, as the unitwas showing an error code of FP1: a fault code of a defective sensor. AMHACcharged the client a service fee of 250.00, the labor fee of 1.3hrs @187.50/hr, and the replacement of a filter, and the quarter pound of refrigerant). ·        On 3/**/2015, a second service call was placed, we installed thethermistor – which AMHAC quoted the tenant [redacted] and she approvedthe cost, the heating was restored ($476.22). At this time we noted therefrigerant was low again, since AMHAC had our own previous history of addingrefrigerant on 03/**/15, we then were able to responsibly diagnosis a leakwithin the system. At this time we gave the client three options:1.   Have the unit brought back to AMHAC to locate the leak2.   Replace the unit3.   Or try to use EZ-Seal if the leak is small enough it may work asan adhesive to solve the problem. Again, [redacted] was contactedand even emailed the cost of a replacement by our [redacted]. The tenant [redacted] then forwarded the invoices to [redacted], who atthis point had not responded with an approval for corrective action, only todepute the invoice of $476.22 ·        Lastly, on 3/**/15, in good conscious AMHAC went back to theresidence and AT NO COST TO THE CLIENT, installed the EZ Seal,and charged the unit with a couple ounces of refrigerant, leaving the clientwith heat at our departure.  It was only today (04/**/15)when speaking to [redacted] was I made aware that 1.    Theclient had another company come to their residence after AMHAC’s three servicecalls and came to the same conclusion / diagnosis that AMHAC gave – there is aleak.  2.    Not to mention thechassis that our sales dept (as option #2) recommended and quoted was purchasedthru another company. Keep in mind: a)   AMHAC’squote of the chassis is $7,000.00: this includes: (1) the chassis, (2) theinstallation, (3) equipment warranties (4) manufacturer warranties (5) AMHAClabor guaranteeb)   Thequote of $3500.00 given to the client ONLY REFLECTS THE PART – this is not an “APPLETO APPLE” comparison 3.    It is very easy tohave another company diagnosis the issue after having AMHAC’s history ofservice. With that said, the invoice on their account is due, and shouldnot be credited.

Review: Called for service on an Heating ? A?C unit for fall 2013. I was told unit was old and I shouldn't do a repair just purchase a new unit. The Mechanic recommended some new parts. The mechanic left and I had an operating unit for at least a month while I waited for parts he recommended I change. A month or so later when he came to replace parts he left my house with an apology that he wanted the unit to work as much as I did but he couldn't explain why it wasn't working. After an evening with no heat and another mechanic working on unit I was left to talk to their sales rep on Friday morning chastised on how I shouldn't have approved the repair and the only thing he could do was to give me 600.00 credit for parts and I would need to buy a new unit. After he went to office he told me I could get a 1200.00 credit for parts and a new unit. If I didn't want that that I would have to pay 180.00 an hour for a mechanic to try to make a repair. After a weekend of research and soliciting answers form mechanics I attempted to make the repair myself and since then have had a working unit with no problems. The weekend with almost no heat was one of the coldest we had this year in late November. AMHAC billed me the full price of the repair and I told them that this wasn't fair as their website said they work for the customers satisfaction guaranteed. I told them that I would pay but an adjustment would have to be made for I worked and researched roughly six hours on this unit give or take. Since they charged 120. an hour a mechanic that they should adjust the bill fairly. Im not trying to get this free. I just want fair. Whom ever is reading this I equate what AMHAC did to getting rob on the street. I have been robbed before and it was the same feeling. I hope no other person elderly or with little to no means has to go through the shenanigans that this over 40 year old company put me through. The total disregard for a sick child and to leave a family without a properly working unit was a shame.Desired Settlement: six hours (this is being kind?) of work at 120.00 an hour is $720.00 from the total 1,124.00 bill.

Business

Response:

The business has responded. Please read below:

Kindly see the whole conversation within the company in regards of this customer account, as you can see clients was advised of the replacement instead of the repairs, but he insisted in the repairs, see below

"This client's furnace is 30 years old: ,

• 10/**/13: [redacted] performed maintenance on the furnace, system was operational however taking a long time to fire, office assigned sales lead to [redacted]. At that time [redacted] informed the client repairing the ignition system and gas valve would not be worth it.

• A month later 11/**/13: client has no heat, AMHAC installs the gas valve, and electrode wire ( $1, 218.14) [redacted] was there for three hours as htg would not come on right away. [redacted] notes that no more repairs are to be performed to this unit. Must be replaced.

Notes added by tech [redacted] on 11/**/2013 4:03:02 PM Replaced ignition system, pilot assembly, gas valve and ignition wire. Furnace fired a few times, but a few other times it didn't. Spark keeps going on while pilot takes a very long time to light. At times it lights right away. This is the very last repair that can be made to this furnace. Furnace has to be replaced otherwise. Tried everything, blowing pilot tubing out, although gas pressure is fine.

• Client calls the next day, 11/**/13 no heat.

I told [redacted] to go out that morning and tell the client that AMHAC will process a return on these parts and should consider replacement, as we can no longer diagnose the repairs in good conscious. [redacted] worked out multiple payment opportunities, credits and even helped to troubleshoot but client said no.

I called the client back and said our tech can go out to further troubleshoot the furnace against our judgment, but you will be charge for subsequent troubleshooting and repairs will not be under warranty. He said he would call back"

Review: In late February, our tenant complained the master bedroom heating system stopped working properly, so we hired AMHAC fix the problem and paid $595.55 which includes $250/hour on diagnostic service, $31 on refrigerant R22, $22 on filter, and $243.75 on labor for 1.3 hours work. However, after AMHAC's visit, on 3/*/15, my tenant complained again that the heating is still blowing hot and cold air, so we had the technician come back to take a look for the second time. We received a second bill of $476.22 which includes $111 for thermistor, $375 for 2 hours labor. However, the next day, my tenant let me know the heating system is still blowing the cold and hot air and she couldn't get anyone to speak to her after she called the company many times. Finally, AMHAC sent the technician their 3rd time and figured the refrigerant was leaking and we need to buy a new chassis, and they give us a quote of the chassis for $7,000 plus labor which is unknown hours.

My tenant and us were very upset and disappointed at AMHAC's incompetent service, we don't believe they have delivered the service, so I tried to dispute the second invoice of $476.22. At the same time, I hired another contractor to take a look of the heating system, and he could figure out it was leaking after 15 -20 minutes investigation on the machine. Also I contacted the factory of the same model, the factory sent me to their NYC dealer to purchase the chassis, the actual cost of the chassis is only $3500 after tax which is 50% of the price AMHAC quoted for us.

Today the service department of AMHAC called and I spoke with a lady whose name is [redacted], she insisted we couldn't dispute the bill and she will incur finance charge and send the bill to the collection agency if we don't pay immediately.

We couldn't believe AMHAC not only didn't deliver the service but also being unfair on insisting us to pay the bill we don't believe we owe.Desired Settlement: I want AMHAC to waive the second invoice charge.

Business

Response:

As addressed in the conversation with [redacted]. AMHAC is not the routine contracted maintenance / service providerto the location at [redacted].AMHAC’s last visit to this residence prior to these 2015 series ofNo Heat calls was in 2013. With that said, when responsibly diagnosing an issue of no heat,especially a leak, AMHAC must go thru a series of diagnostics to make sure weare not skipping or jumping any steps.Especially since we had not been in the home since 2013. · The first service call placed was on 03/**/2015 for no heat. AMHACrestored heat by adding a quarter pound of refrigerant. We noted that if thisproblem occurs again we should return to replace the thermistor, as the unitwas showing an error code of FP1: a fault code of a defective sensor. AMHACcharged the client a service fee of 250.00, the labor fee of 1.3hrs @187.50/hr, and the replacement of a filter, and the quarter pound of refrigerant). · On 3/**/2015, a second service call was placed, we installed thethermistor – which AMHAC quoted the tenant [redacted] and she approvedthe cost, the heating was restored ($476.22). At this time we noted therefrigerant was low again, since AMHAC had our own previous history of addingrefrigerant on 03/**/15, we then were able to responsibly diagnosis a leakwithin the system. At this time we gave the client three options:1. Have the unit brought back to AMHAC to locate the leak2. Replace the unit3. Or try to use EZ-Seal if the leak is small enough it may work asan adhesive to solve the problem. Again, [redacted] was contactedand even emailed the cost of a replacement by our [redacted]. The tenant [redacted] then forwarded the invoices to [redacted], who atthis point had not responded with an approval for corrective action, only todepute the invoice of $476.22 · Lastly, on 3/**/15, in good conscious AMHAC went back to theresidence and AT NO COST TO THE CLIENT, installed the EZ Seal,and charged the unit with a couple ounces of refrigerant, leaving the clientwith heat at our departure. It was only today (04/**/15)when speaking to [redacted] was I made aware that 1. Theclient had another company come to their residence after AMHAC’s three servicecalls and came to the same conclusion / diagnosis that AMHAC gave – there is aleak. 2. Not to mention thechassis that our sales dept (as option #2) recommended and quoted was purchasedthru another company. Keep in mind: a) AMHAC’squote of the chassis is $7,000.00: this includes: (1) the chassis, (2) theinstallation, (3) equipment warranties (4) manufacturer warranties (5) AMHAClabor guaranteeb) Thequote of $3500.00 given to the client ONLY REFLECTS THE PART – this is not an “APPLETO APPLE” comparison 3. It is very easy tohave another company diagnosis the issue after having AMHAC’s history ofservice. With that said, the invoice on their account is due, and shouldnot be credited.

Review: AMHAC had come to my home on[redacted] to repair my AC unit, as I found it wasn't cooling my house as well as it should be. The technician reported he wasn’t sure what was wrong and after a lot of back and forth on the phone with someone in the AMHAC office, he determined the motor was broken and needed to be replaced (I would think that would be an obvious finding not needing consultation with someone in the office). He also said the lines in the unit needed to be flushed and went ahead and flushed them. After the service visit I got a call from AMHAC to replace the motor (about $700 plus labor). I held off because I couldn't afford it and the unit was still running. After a couple of days I heard gurgurling up in the attic. I called AMHAC to see if I should run the unit and that I thought their technician had broken it (I had never heard gurgling before the AMHAC person serviced the unit) and requested that someone should come over asap to investigate. I asked for someone to call me back (after making 2 calls) and no one ever did. The unit continued to work up [redacted] when it completely shut down. I called in another company to assess the situation as my gut told me something the AMHAC technician had done was not right. As it turned out, the AMHAC technician didn't replace the cap on the line or the filter cover and the machine shut off as a safety to avoid overflow. The technician from the second company documented the following on the invoice: "Found secondary drain pad full of water activating the kill switch. Found cause to be due to a missing cap on the blow out. I could not find the ABS cap. Covered the opening. Removed water from pan. Found filter access panel off. Put panel over filter slot. Checked refrigerant." My issue is that I now question if the cap was left off intentionally so that the unit would shut down, I would assume the motor had finally died and call AMHAC back to replace the motor for almost $1000 with labor. The technician clearly knew I never would go up and check the unit in the attic. As it turns out, there is nothing wrong with the motor and after I brought in the second company my home is freezing! Why were the filter cover and cap not replaced? AC is working perfectly after a new company came in to replace cap and cover. Why would they recommend an unnecessary service that would cost me almost $1000 with labor?? I have emailed and called the company for an explanation and have gotten no response in over a week. I told them if I didn’t hear from them I was submitting a complaint to BB - I still have not heard form them.[redacted]. I was going to pay the $1000 to keep the house cool for my kids. I am thankful for following my instincts but disgusted that I could have possibly been out all that money unnecessarily.Desired Settlement: I would certainly like a refund for the services, but would also like an investigation of possible fraudulent repairs. They recommended a service that was completely unnecessary - how often are they doing this to other people??

Business

Response:

Good Afternoon [redacted],

Kindly review below answer from our senior engineer

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Our tech went to the house on 5/**/2013 to check on a burning smell from the air handler,

what means that the motor is about to go bad. He also checked the drain lines. We suggest a motor change due

the burning smell. We charged$ 102.96 for the visit. The cap for the blow out is higher than the pan which if left out

would not cause overflow. The real problem was the drain that went clogged after we left and another company fixed

it. Our charge is due our visit, we did not force anyone to change the motor this was a preventive action to avoid

further problems.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint [redacted], and have determined

that my complaint has NOT been resolved because:

Please read attached below:

Good afternoon [redacted]. The information he provided is false. There was never a mention of a burning smell and

I never smelled anything myself. Additionally, the drain was not clogged - it stopped running because it switched

off because their employee left the cap off. I believe they were misrepresenting the situation to get me to spend $1,000 on

a new motor. Since I brought in the new company the A/C unit has worked perfectly all summer with the same motor they

wanted to replace.

I am concerned that they have customers who are paying for services that are not needed. I am a single mother and was

going to pay that $1k to keep my kids comfortable in the summer- it should have been hard for me to spend that money,

but I would have if I didn't follow my gut. Is there anything that can be done?

Business

Response:

Our tech went to the house on[redacted] to check on a burning smell from the air handler, what means that the motor is about to go bad. He also checked the drain lines. We suggest a motor change due the burning smell. We charged $ 102.96 for the visit. The cap for the blow out is higher than the pan which if left out would not cause overflow. The real problem was the drain that went clogged after we left and another company fixed it. Our charge is due our visit, we did not force anyone to change the motor this was a preventive action to avoid further problems.

Westchester county electrical and plumbing licensed.