American Air Conditioning & Heating

The air conditioner has not been working properly since it was installed in 6/26/by American Air Conditioning & Heating.Complained many times
I was promised/guaranteed on 6/23/18,The Very Best-Air Conditioner System Available in the market (SUPREME COMFORT SYSTEM) 100% money back year trial, 25% savings in electrical bill, 110% lowest price in the market and same day service, if any problem with the A/CMr*** *** (owner) even gave me his mobile number XXX-XXX-XXXX to call him directly anytime if I had any problems First lie, job not completed on 6/25/as promised because furnace was defective, they saidOn 6/26/the system was installed and completed while I was at work, received many calls from ***, from American Air Conditioning to signed the work completion form, but went I got home around 6:30PM the air conditioner was not cooling, blowing hot air, and making a lot of noise, I called Mr.*** *** at his cell number to complained and told him that I was not goi

In the summer of 2016, I needed to replace my AC unit in the middle of a heat wave American Heating & Air had very high ratings on Yelp, and they were available to replace my unit quickly
The sale person who came out was Brent *** He was incredibly helpful, knowledgeable, and not a "hard sell" sales person We ended up purchasing both a new air conditioning and heating unit at a price of $ 9, Immediately after the sale, Brent stopped communicating There were many issues that came up, which he was unresponsive to However, eventually everything got resolved through the company
Six (6) months later, at the first routine "tune-up" that comes with the system installation, the American technician said our duct work was inadequate for this new system, and the system that I had purchased was only working at 50% capacity I immediately called the company and demanded to speak to someone in management The company sent out a senior tech, Alex, and he confirmed the previous tech's analysis This supervisor said the only cure would be to purchase a new duct system, which he quoted $ 9,or $ 10,000, depending on which system was ordered
I felt that I was a victim of a "bait and switch", as the sale person, Brent, inspected the duct work prior to the sale He sold me the new system and promised me energy saving, all the time knowing the inadequate duct work would never deliver the promised results It was clear to me that American was trying to sell me a $19,system in two pieces
I told Alex that I felt that I had been defrauded However, I was willing to purchase the new ducting, if the company would install it "for cost" I didn't think the company should profit from this type of unethical business practice Alex was very professional and said he understood my position He called his office to get authorization for the discounted duct work After the phone call, he sheepishly told me he was only authorized to give me a 10% discount
THE STORY HAS A HAPPY ENDING!
As a result of management's stonewalling, I investigated my options I found out that all newly installed HVAC systems in CA are required by law to pass a HERS test The law requires that if the system fails to pass the HERS test, the company must make all repairs necessary in order for the system to pass the test for free Knowing that my system would never pass the HERS test with the inadequate ducting, I found my leverage
I scheduled a City inspection, and the inspector demanded to see the HERS test Of course, they didn't have one American never responded to any of my and the City's requests to make the necessary corrections
With this information, I filed a complaint with the State Contractors Licensing Board Once contacted by them, American immediately sent out a senior technician, and the next day started installing an entirely new duct system FOR FREE! The workers were meticulous in sealing vents with caulking material and all duct joints, so as to minimize leakage It was clear to me that they understood what was required to pass the HERS test, and they had never intended to do this in the first place
A HERS test was then scheduled, and the system with the new duct work passed the test However, when the City Inspector came out to give the final approval, he noted that the duct work was hung with nylon straps which are not approved by the City The City requires metal or aluminum straps The senior technician commented that American has been installing this type of straps for four years It makes one wonder if the bulk of the City Inspectors don't know of the requirement or American never has their systems inspected I suspect the latter
What did I learn from all of this? BUYER BEWARE!
I believe my experience with American is a result of a company policy Few customers know their rights, including myself Even though American probably lost money on my job, they more than make up for it for those that don't question their work
I encourage everyone to exercise due diligence and learn your rights under the law prior to any major purchase We have laws in the State of CA and the City of LA that protect consumers Clearly, American is banking on the odds that consumers won't check I certainly did not at first, but I'm sure glad I did later

Complaint: [redacted]
I am rejecting this response because:At 1:05PM August 11, Thursday I called to get a status update and told that "the coils have been repaired and expect a call from the scheduler on Monday".  Your response is NOT directed to my complaint at this point.  American Home Shield called several air conditioning companies looking for a company that could and was willing to take the job (contract) expedited.  American Air 1) came to the house immediately, THANK YOU. 2)FAILED to start coil repair process right away KNOWING it is a long process. (Repair wasn't started for 5 days). 3)FAILED to have the coils back on a technician's truck for installation right away.  **I have made sure I've been available and attentive for any arrangements needed to fit your companies schedules knowing very well that you were suppose to be expediting this work order as you initially agreed to from American Home Shield. 4) August 11 @ 2:43 American Home Shield ([redacted]) has already been notified of the breech of contract and they too have tried calling the 3 phone numbers and emailed leaving messages letting you know that this has been unacceptable.
Regards,
[redacted]

[redacted] service was handled within her home warranty guidelines and at no time were my staff unpleasant or evasive to **s. [redacted]. All of our incoming calls are recorded for quality and training purposes and **s. [redacted] repeatedly demanded for a quicker service than here home warranty would allow maybe she should read through her home warranty contract before she signed it instead of wanting us to explain her contract to here after the fact. We are not required to refund her any money due to the fact that the service call was made in a timely manner and all deficiencies were turned in to the home warranty company to authorize. We received authorization to complete repairs on the following day but **s. [redacted] had already taken a cash out from the home warranty company. As far as having more work than we can handle , it is the peak season and I think that just about every professional company in town is backed up with the amount of calls we are getting in san Antonio and the surrounding area due to the heat being in the 100 *f. I don't think we could have done anything to keep **s. [redacted] happy unless we would have done the repair that day we were out to diagnose, unfortunately that was not possible due to her home warranty guidelines.

we called this customer twice to get them on the schedule but never got an answer. the customer then proceeds to put a negative review on our facebook page because we have not scheduled her. when scheduling over 100 calls a day the times we call the customer may vary we start at the top of our...

schedule and keep calling customers till they have either been scheduled. we schedule at least 100 calls a day and all we expect is the customer to answer to except a appointment time but when a costomer acts like a child and plays games by not answering the phone cause its not at the time they receive phone calls it is hard to service them. we got ahold of the home warranty company and requested they transfer this customer to another company because we refuse to do business with people such as herself. during this time of year every air conditioning company is very busy and we dont need the additional stress of dealing with unreasonable people Tell us why here...

Complaint: [redacted]
I am rejecting this response because:The third party came to see what is wrong with the AC water leak and they said that the P-trap and the float switch were never installed to begin with. That is why the unit did not shut off due to the clogged pipe. Had those things been installed, this disaster would not have taken place to begin with. Why would I tamper with it? Why would I have anyone tamper with it? This is Texas in summer. My warranty paid you for the proper installation of the unit and you failed to do so. The water can accumulate for a year very easily. I did call the other warranty and they are not fixing the problem because of the improper installation and missing components that your company charged my warranty and me with out of pocket deductibles. If you stand by your work, please, come out, Mr. [redacted], out of respect and inspect your technician's poor job. You company performed this job on 8/24/16 and the disaster because of it took place  on 8/26/17-two days after your so-called warranty expires. Additionally, I would appreciate if you treated me with a little more dignity and respect. Also, since you have been in business more than 30 years, you should know what the float switch is and how important it is. Lets not make it, Mr. [redacted] any worse than it is. This is not a big job I am asking you to finish, please, install the P-trap and the float switch and I will withdraw my complaint. I don't have time to argue, I just want my AC unit to work reliably and set up to the code so if something happens in future, my home warranty will cover it as it will be installed properly. Let snot insult each other. I am willing to pay $60 service call for you to come out and see it for yourself. I have people leaving in the house with 5 children and a baby. Noone has time or any reason to tamper with the AC in the midst of Texas summer. Lets resolve it on good terms.Thank you,
Regards,
[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.

we do not find a record of ever servicing this customer. this is a fraudulent complaint

Complaint: [redacted]
I am rejecting this response because:Thank you for verifying that your company discriminates against Warranty patrons from "cash" paying patrons.  Your responses have been recorded  for review and legal action.
Regards,
[redacted]

Sorry, we were late for your appointment time. We give window because its hard to determine the amount of time that will be required at the calls scheduled previous to yours. Unfortunately with this being our peak season it happens on occasion. Unfortunately we will not pay you for the time you took...

of of work because you would have taken this time off either way to get your unit serviced. I don't know of any company that will compensate you for time you took off to take care of issues in your own home.

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 damage. She has asked for a payment of 10,000 and makes threats to attack us on social media and give us bad reviews if we did not pay her. I 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 repaired. Come 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 damage. We would gladly have repaired any damage we had done if we were slowed to examin the damage to confirm liability. We will not be strong armed for 10,000 just because she submits false complaints against us. She's just mad cause she's loosing the case

Complaint: [redacted]
I am rejecting this response because:I don't want them to pay me the time I take off, they can use that money to pay some customer service lessons,  so they can be PROFESSIONAL,RESPONSIBLE and work INSIDE the "window" time frame that they offer and if they can't do it, be courteous and call the customer so we are not there sitting in the limbo.I waited for 7 hours with NO CALL at all. I don't know any other company that has this lack of common courtesy with their clients. 
Regards,
[redacted]