Cucco's A/C & Heating

Cucco's AC responded directly to me in regards to complaint #10664023.  They have satisfied me with respect to this complaint.  Their response was quick and equitable.  You may consider this complaint closed or you may delete the complaint. [redacted]...

[redacted], Texas [redacted]

Ms. [redacted] initially contacted our company on 11/03/13 requesting a quote. We sent her the quote that same day and then we installed a new BRAND NEW Goodman coil for Ms. [redacted] on 11/09/13. After repeatedly emailing Ms. [redacted] the invoice for nearly a month we finally were paid in full on 12/19/13 in...

the amount of $1,400.00. Once we were paid in full I sent Ms.[redacted] I sent her get paid invoice (pictured below)As you can see Annual Maintenance is a requirement. It doesn't state that we call you... It states that the homeowner is responsible for making sure this is done.Now... We aren't "that company" that just will void your warranty if you miss a couple maintenance calls, but when a customer goes years with no maintenance it sometimes will become an issue but typically it's no big deal.  I am only stressing this in my response because the customer said that [redacted] said he would call her himself. I don't want to say she's not being honest all I can say is we have never called or said we call the customer and [redacted] typically goes out of his way to really stress to all his customers that they do need to call us and schedule this.Now onward... After the install Ms. [redacted] contacted us again in May 2014 due to the unit freezing up. We went right out the same day and explained to her that when installs are done when it's very cold outside (as hers was) we aren't able to check the freon level going up the cooper line to the unit so every now and then with these installs once it gets hot outside we may have to come back by and put a little bit (less that 1/2 a lbs) in. That was the case when went back out on May 2014. We added less than half a lbs and they were good to go.The next time Ms. [redacted] contacted us was on June 22, 2016 when she called my office. She was very confused as to what Cuccos AC did at her home (meaning what component of the system we installed) because sometime between 11/03/13 and now she had the outside unit replaced but it wasn't our company that did that. She said to me something about a maintenance person I thought but I can't say for sure... So after a long conversation I finally convinced her that we just did the Evap coil, cause that's all we did. Once that was all sorted out we could then get to the issue she's actually calling about. She was calling to inform me that another AC company came out to the residence and added freon to the unit. I said ok, well we need to go out and check it out. At first We didn't make it out because the tenants work schedule was just too hectic. Then (and now) we aren't going back out one because Ms. [redacted] said we couldn't and 2 because of the allegations and information we've learned over time communication with Ms. [redacted]. I've offered to call this other tech but she refused to give us his contact information. I've offered to come out to the property but she denied us access. I've been in contact with the tenant and gave her my personal cell # to call if she needs anything but when I've spoke with her she has said that its cooling fine. She's telling me it's our fault that the unit apparently needs freon and telling me she knows this cause another company told her, but as I've told Ms.[redacted] I don't know this other company, I don't know if they are even a licensed HVAC contractor... And she just expects us to trust their opinion with no questions asked... I'm sorry but I can't do that. We have to be able to verify it ourselves and she denied us access to the property.  When I asked her again if we can go take a look at it she said "We can arrange something after I send you the photos to your email. Until we both have those photos, it's premature."She's mentioned to me she had another company install a new condenser. We don't know if they installed a 410A unit on my R22 coil therefore creating a leak. She also stated she had 2 other companies come out and add freon why wouldn't she had called is to verify the leak.... Why only call us after they say she has a leak. We haven't been allowed back out there so I don't know that there is a leak or 2 if one of the other company created a leak in hopes of a sale then realized she had a warranty on it. I didn't know what else to do so I thought maybe if she sends me the diagnostic from the other company on their letterhead with their TX AC contractor license # I can at least talk with them and verify stuff and especially discuss why they think it's an old coil we put in since it was brand new and 2 discuss how they told her all coils are copper when that's the furthest thing from the truth as most are copper they are also very often aluminum.

4/20/16Our company truly values every customer.  We also take out 100% satisfaction guarantee seriously… we understand the immense amount of competition out there and we know we have to work hard to prove our self to every single customer.  In this case, it came to a point where we were at a standstill with this customer.In a case of an HVAC system not working there’s a series of diagnostic testing done, and unfortunately some problems don’t arise until one problem is fixed.  Upon our first visit a problem was corrected and the system worked for 1 day.  When the customer called me back the next day and explained to me it wasn’t working again I told him I would get my guy back out and see what’s going on. Upon returning, it was a separate issue that was wrong.  There as one person at the business when we went and Mr. [redacted] wasn’t there for us to explain issue and collect payment.  Problem was fixed though and when I called Mr. [redacted] to explain and collect payment he refused to pay and insisted it was the same issue as before.  Instead of arguing with Mr. [redacted] I just explained to the best of my ability that it wasn’t a separate issue, in fact the issue the unit was having could potentially cause more problems with the unit and that he should look into replacing … and when he still refused to believe me and refused to pay I just said then what do you do.  Since he wasn’t there at the time I felt like the best thing to do was to just put it on the house and move on.About 2 weeks later Mr. [redacted] called back stating that the unit wasn’t working again.  At this point we had collected a total of $189.00 from Mr. [redacted].  Over the phone Mr. [redacted] insisted, again, that it had to be the same issue over and over again.  I told him that until he comes to terms with the fact that it could be a separate issue we wouldn’t be able to come back out.  I told him that since we never did get to collect on the last visit and repairs that I would need a payment of $49.00 up front to cover the service call fee for this visit.  He refused.  I told him that I think the best thing for us to do is part ways and for him to find a different company.  He also said that my technician is incompenant, which also made it even more apparent to me that he should find a different company.  I offered to refund his $189.00 he previously paid us minus the service call fee he never paid us making his grand total refund $140.00.  I mailed him a check, but 7 days later the check was returned undeliverable.  If Mr. [redacted] would still like his refund I would be more than happy to mail it to him if he can provide us with a good mailing address.  My offer to refund in combination with suggesting he find a different company was our way of refusing to do business with him.  We have a right to do so, and as much as we hate to enforce that right… it’s just better for everyone in this case if we do.   Thanks, [redacted]Cuccos Air Conditioning & HeatingOffice Administrator

4/20/16Our company truly values every customer.  We also take out 100% satisfaction guarantee seriously… we understand the immense amount of competition out there and we know we have to work hard to prove our self to every single customer.  In this case, it came to a point where...

we were at a standstill with this customer.In a case of an HVAC system not working there’s a series of diagnostic testing done, and unfortunately some problems don’t arise until one problem is fixed.  Upon our first visit a problem was corrected and the system worked for 1 day.  When the customer called me back the next day and explained to me it wasn’t working again I told him I would get my guy back out and see what’s going on. Upon returning, it was a separate issue that was wrong.  There as one person at the business when we went and Mr. [redacted] wasn’t there for us to explain issue and collect payment.  Problem was fixed though and when I called Mr. [redacted] to explain and collect payment he refused to pay and insisted it was the same issue as before.  Instead of arguing with Mr. [redacted] I just explained to the best of my ability that it wasn’t a separate issue, in fact the issue the unit was having could potentially cause more problems with the unit and that he should look into replacing … and when he still refused to believe me and refused to pay I just said then what do you do.  Since he wasn’t there at the time I felt like the best thing to do was to just put it on the house and move on.About 2 weeks later Mr. [redacted] called back stating that the unit wasn’t working again.  At this point we had collected a total of $189.00 from Mr. [redacted].  Over the phone Mr. [redacted] insisted, again, that it had to be the same issue over and over again.  I told him that until he comes to terms with the fact that it could be a separate issue we wouldn’t be able to come back out.  I told him that since we never did get to collect on the last visit and repairs that I would need a payment of $49.00 up front to cover the service call fee for this visit.  He refused.  I told him that I think the best thing for us to do is part ways and for him to find a different company.  He also said that my technician is incompenant, which also made it even more apparent to me that he should find a different company.  I offered to refund his $189.00 he previously paid us minus the service call fee he never paid us making his grand total refund $140.00.  I mailed him a check, but 7 days later the check was returned undeliverable.  If Mr. [redacted] would still like his refund I would be more than happy to mail it to him if he can provide us with a good mailing address.  My offer to refund in combination with suggesting he find a different company was our way of refusing to do business with him.  We have a right to do so, and as much as we hate to enforce that right… it’s just better for everyone in this case if we do.   Thanks, [redacted]Cuccos Air Conditioning & HeatingOffice Administrator

Complaint: 11529422
I am rejecting this response because:I replaced freon twice to Cucco Air installed Evap coil since the purchase. Just because the tenant claims the AC is cooling, if that's the only indication that all is find regardless of how many times freon was added by me, that's the quality of this office's warranty-Luke the wind blowing.I offered to have the freon tech meet Cucco's at the revisit. That's when Cucco Air retracted their agreement to go out to the property. I have their text if any evidence is required. 
Sincerely,
[redacted]

Complaint: 11140505I am rejecting this response because: the address is good,  and if requested payment at time they said whom did they ask I wasn't here, sec. said no one asked her. Had another company, check it, and fixed it, all in same day, for service call fee. There facts are far from the truth, send me copy of said check, and will accept this agreement    Sincerely,[redacted]