American Air Conditioning & Heating

My initial call was with [redacted] MI liked her overall phone manner and that she was attentive to our needsIt's rare that someone doesn't try to upsell you right out the gates and more so, that they actually inform you of ways that you can save money overall Our technician was BrentHe went above and beyond in the inspection of our existing setup and never sugar-coated anything regarding estimated cost etcIt's clear that he takes pride in what he doesAn expert to say the least

[redacted] from American Air Conditioning and Heating came to service our air conditioner a few days ago This was Christian's first visit to our home and I was very impressed with his knowledge and service He was very professional, yet very friendly and personable Christian thoroughly explained the results of his equipment check He pointed out one potential reason our AC wasn't running as efficiently as it could be He was right on the mark and sure enough he returned the next day to remedy the problem I highly recommend Christian!

We are in litigation with this customer at the current time and she has to date been able to provide myself or the court evidence of any damageShe has asked for a payment of 10,and makes threats to attack us on social media and give us bad reviews if we did not pay herI am a disabled vet who fought for my rights not to be threatened by extortion by a person that can't even prove there was any damage she can only say that it was already repairedCome on who repaires damage they expect to get paid for but never contacts us till after the repairs have been done with no proof their was ever damageWe would gladly have repaired any damage we had done if we were slowed to examin the damage to confirm liabilityWe will not be strong armed for 10,just because she submits complaints against usShe's just mad cause she's loosing the case

Initial Business Response / [redacted] (1000, 10, 2015/10/30) */ It is our belief that our employees conducted the transaction associated with this complaint properly and in good faithAlthough the description of events offered by the customer leaves out key facts that would tend to put our organization in a better light, it is the goal of our company to promote customer satisfactionWith this goal in mind, We have contacted the customer and offered a solution that meets the customer's expectations

Initial Business Response / [redacted] (1000, 6, 2016/03/14) */ Parks Mazda sold a Toyota Corolla on 02/10/The approving finance company requested documentation of Proof of Employment, Proof of Income and Valid driver's license on each purchaserWe signed the customer on all proper documentation with the agreement they would return with all requested documentationCustomers signed all paperwork and submitted a $partial payment on the purchase of the Toyota Customer emailed the required stipulations requested by the finance company days after the purchaseCustomer ignored our phone calls and voice mails to provide the necessary documents as part of the original agreed upon transactionOnce customer provided the documentation, it was immediately sent to the finance company to begin their validation processUpon finance validation process, it was found that customer's driver's license had been suspendedCustomer gave Parks Mazda incorrect information regarding income and about the tenure of employmentThe finance company rescinded their offer for an automobile loan due to information provided Parks Mazda contacted customer to come in to discuss these issues and see if we could work on an alternative method to help obtain financingCustomer agreed to come in and discuss the matterWe requested another co-signer and customer was unable to provide oneWe informed customer that Parks Mazda could not do anything else at that time to secure an automobile loanCustomer said ok and said "let me get my items out of the car"; customer walked out of the dealership, got in the car and drove offWe called and sent texts asking customer to return the car with no responseAbout an hour passed, customer returned with the car and leftIn the short period the customers had the vehicle, they put 2,miles on the car and leaving a heavy odor of smoke Customer called the dealership and requested to speak with a manager and got Danny V [redacted] on the phone asking about the $partial payment as a refundIt was declined due to the excessive miles driven and for the fee of having the car de-odorized and re-cleaning the carCustomer became belligerentWe declined to refund the partial payment of the vehicle due to additional expenses of having the re-cleaned, fogged times to remove smoke odor and the excessive miles driven Best, John B [redacted] Initial Consumer Rebuttal / [redacted] (3000, 8, 2016/03/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) I was not told my refund was being declined I wasnt told anything about it I just kept getting the run aroundAs far as me becoming belligerent I did not I asked questions and in return a salesman got smart with me on the phoneBut all in all I was very dissatisfied with services rendered and will NEVER consider them and I will advise people against them because you can never get a straight answer from themI went there yesterday with my sister as a witness of how I could never get a straight answer and was told I didn't need a drivers license to have the car just a valid state ID nothing they say agrees with anyone elseBut I am fine I got a car through [redacted] and my payments are way lower and the service I received was GREAT!!!!

Hank did an excellent jobHe checked and cleaned the compressorHe tuned up the air conditioning unit and was informative about the condition of the unitHe was very clean and polite [redacted]

unfortunately sir you have a home warranty company paying for your repairs. We must follow the procedures set forth by your home warranty company when we service your home since they are the ones paying for your service. All repairs must be submitted for approval before repairs can be done. The... initial visit to your home was to diagnose the problem so we can turn a diagnosis into your home warranty company for instructions on how to proceed. I know that this is not the quickest way to get your air conditioner repaired but this is the policy of your home warranty company and unfortunately this is the peak season for air conditioning so they themselves get backed up due to having a large amount of customers as yourself. All this information was provided to you when you signed a contract with them. We try to treat all of our costumers with the best costumer service possible. Although that is sometimes impossible, we find that it is usually the home warranty customers that call in yelling and screaming about there service because they do not know the procedures we must follow for their home warranty company. When a customer calls in to my office disrespectful, rude, and yelling profanity we will terminate the conversation. I do not pay my employees to be verbally abused, we are here to provide a professional service and I demand that my customers show respect to my employees as I expect my employees to treat the customer with the utmost respect. But when a customer calls in yelling and screaming and trying to use" the customers always right" well that don't work around here, you want respect you need to show respect.

Fan on my year old roof-top HVAC would not stopThis occurred intermittently over the past 6-monthsPast few days it never stopped at allcalled American AC & Heating this morning, a very professional young adult came within minutes of my call (A Saturday)Was on the roof, took photos discussed what he saw as problems, discussed fiscal differences of repairs vs looking into a new systemShowed me range of systems and costs, left a contract for me to consideranswered my questions completelyAm considering a new system, this one is produced and assembled in the USA vs waiting for International delivery on system or future on partsWill check w/my contractor but am inclined to signThank you Revdex.com for having complaints listed on your sitemost recent was October 2018, which gives me pause to look into this further before signing any contractDr***

Case # [redacted] With the transition from a franchise dealer to an independent, we had to have licenses and dealer agreements with our lending institutions re-issued in our new name At the time of customer's visit, we were still finalizing paperwork As credit was pulled and contracts were sent for approval, some of the lenders were not approving us under our new name, therefore, creating delays in lending This customer was initially approved but then declined and we were unable to sell the vehicle to her at no fault to anyoneInsurance could not be put on a vehicle that was not purchased in her name Wil V [redacted] General Manager

as I explained to you on the phone this equipment was installed more than a year ago and if the air handler did not have a p trap installed it would never have worked from the get goA air handler is a negative pressure unit that would have drawn air in through the drain and prevented the unit from
ever draining, it would never have ran for more than a year before it leaked waterWe have no interest in going over to see the unit after you have had some out to tamper with itWe are confident that you had a clogged drain line that was due to lack of maintenanceagain let me reiterate, the unit would not have drained properly for more than a year from install if the p trap was not installed you would have water draining into your home the day of the install

Fan on my year old roof-top HVAC would not stopThis occurred intermittently over the past 6-monthsPast few days it never stopped at allcalled American AC & Heating this morning, a very professional young adult came within minutes of my call (A Saturday)Was on the roof, took photos discussed what he saw as problems, discussed fiscal differences of repairs vs looking into a new systemShowed me range of systems and costs, left a contract for me to consideranswered my questions completelyAm considering a new system, this one is produced and assembled in the USA vs waiting for International delivery on system or future on partsWill check w/my contractor but am inclined to signThank you Revdex.com for having complaints listed on your sitemost recent was October 2018, which gives me pause to look into this further before signing any contractDr***

Hank did an excellent jobHe checked and cleaned the compressorHe tuned up the air conditioning unit and was informative about the condition of the unitHe was very clean and polite
*** ***

On 8-4-we found your unit low on rwe did an electronic leak test and could not pinpoint the location of the leakAt that time a leak seal and pounds of Freon were inserted into your systemAt that time you were responsible for $of the cost and *** took care of the rest of the billOn
sept we received a recall from *** on your unitAt that time the tech did find leaks in your evap coil, he then removed the coil to bring into our shop for repairsAfter repaires were completed on your coil we then returned to reinstall your coil and charge your unit with the correct amount of freonYour unit took 16lb of freonWe only charged you for plus the applicable taxesThe pounds installed previously were in fact warrantiedWe even gave you a 10% discount for your troubles

Complaint: ***
I am rejecting this response because:This response is unacceptableYour company was notified on 07/03/of the work orderHad I not decided to call some days later I would still be waiting for serviceThis is not the type of customer service within the contract with American Home ShieldYou state that this is the busiest time of the year and therefore you cannot always provide great customer service however the first company I pull up and call is able to get to my house the next morningAlso you state that respect should be given however when you send your technician over he decides to empty out all of the freon in my unit so that your company could charge me for all the freon that he emptied outIs this the kind of respect that you're talking aboutIs this the way that your company does businessI am now having to pay another company to refill all of the freon with your technician emptied outYesterday I attempted to call your company to speak to a manager and was told I would get a call backI'm still waiting for that call and at this point I'm pretty sure that it will never happenIt is clear that you have no interest in resolving this issue when all that I'm asking for is a $refund for what is clearly pissed poor serviceI I'm not the kind of person that asks for something for nothing but in this case you have given me nothing and charged me $and I have to now use a different air conditioning company that clearly it has way better customer service to fix a problem that your technician createdThat being said I will be sure and spread the word to everyone that I know that in your words you cannot always provide the best customer service and the customer is not always right
Regards,
*** ***

American Air conditioning & Heating did the maintenance on my unit They did a great job Both *** and *** were on time, polite and knowledgeable! I highly recommend this company!

Sorry that you are not pleased with our service but I can tell from your response that no matter what we would do your the kind of person that will never be satisfiedthis will be our last communication with you on this issue due to the fact that you lie about the situation to make yourself into a victimwhat kind of person are youDon't you have better things to do than sit on your computer and make up lies and half truths about the situationwe service a lot of customers that are very happy with our service unfortunately you are not one of themAs we stated before we here at American air conditioning are not here to be verbally abused or mistreated by anyoneIf you are not happy with your home warranty company then maybe you shouldn't have one

*** *** is a home warranty customer and as many home warranty customers do they assume that just because we were sent out by the home warranty company that we have authorization to repair their unit which isn't the factWe are sent out with a preauthorized limit for repair if the repair
exceeds the pre approved amount the home warranty company must be notified of the cost of the part and labor ( we must call the distributor for every repair to get part pricing before we can call it in to the warranty company) We service calls a day during this time of year which is our peak season50-60% of those calls will exceed the preauthorized amount and will have to be called in for authorizationwhen we have that many items to get pricing on and still have to call the pricing in to the home warranty company which takes to min per invoice to complete your looking at a large taskSome customers seem to think that they are the only customer we service and should be able to complete this in hour instead of the to days that the process takes to get pricing, get authorization from home warranty company , order part , and then schedule apptfor over customers a dayThen they want to call in to the office yelling and screaming and being verbally abusive to my employeesCalls are not passed to myself unless the customer is aggressive and being verbally abusive to the employeesI do not pay my employees to be abused by customers or anybody for that fact so if the call is escalated to me the call has gotten to a point that they could not deal with the customer any longerWhen customers call yelling and screaming the first attempt is to try and calm them down but some customers just want to yell and scream ( as did *** ***) then they try and use the "im the customer and the customers always right line"We try to provide good service to al of our customers and good customer service is #but if you call in to this bisness yelling and screaming and being derogatory towards me and my employees you can be assured that I will hand up on you and will no longer provide service to youI don't think this is unreasonable to expect to be treated with respectThen she has the nerve to file a complaint after she was the problem

Joshua did a great job of inspecting our system He was efficient and thorough He patiently answered all my questions

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meI would however like to respond to their response First of all, as I hope you can agree, this business' correspondence was not professional To call a CUSTOMER a child is an inappropriate response I don't think anyone should call anyone after 9pm It's rude because some people are asleep by then Me not answering my phone wasn't being "childish" I WAS ASLEEP And then again at 7:45am?! I was driving to work and it's illegal to talk on the phone in a car in San Antonio That being said, after calling them back less than an hour later, I was brushed off and told I was moved to the back of the list While I completely understand that their business is busy during the summer (DUH, this is south Texas, maybe y'all need to hire more workers), maybe they could have just scheduled us and if we couldn't do that time, then move us to the back of the list Secondly, we tried calling twice during office hours (the day they returned our call at 9pm) and could never get a hold of ANYONE Maybe hire more front office staff And third, they lied multiple times to us trying to cover their tracks I was told that they call three times before "moving people to the back of the list" but they just said they called twice They also stated that they didn't get the home warranty request until 7:44am of they next day, so the initial call at 9pm wasn't even about the service request And lastly, we initiated contact with the home warranty people stating our dislike of how they ran their business and they transferred us to a new company, not them.This company is less than professionally run and I hope the Revdex.com realizes that
Regards

Sorry you did not like the responseThose are just the facts Don't know who *** is but they have nothing to do with us so they can be upset all they wantThe issue here is that you are working through a home warranty company and must follow there procedures, if you don't like following your home warrantys procedures then maybe you shouldn't rely on a home warranty company and just pay a service company outright to receive the prompt service you request