Howardaire Services

This was a Fannie Mae Property. We are a subcontractor for them. We installed the HVAC unit at the home owners locations.As stated by Fannie Mae, once the property is sold we as the subcontractor have no standing agreement with the purchaser. We did however as a sign of...

good faith service the purchaser's unit. This was in October or November of last year. If any parts werepurchased, our company has a 30 day warranty on the labor for the part. We do not carry an ongoing warranty on any part past 30 days of installation. I ([redacted]) was contacted by the realtor around the end of March or the beginning of April this year.I informed the realtor of our policy with Fannie Mae. The purchaser then contacted me at the end of April. I informed her of the samepolicy. I did however offer to send a technician out to give her an evaluation of the unit. As I was attempting the assist her. The purchaser/homeowner stated she needed an inspection of the unit to send to her warranty company. I offered to send and technician out on the upcoming Saturday. I did inform the customer of the cost for the service. She agreed at the time. On the Friday before the proposed inspection.The realtor contacted me. I informed her of the conversation I had with the purchaser. She the realtor stated that the purchaser wasunwilling to pay anything for the service. Due to the fact that the realtor was speaking on the behalf of the purchaser. I told her we wouldnot be able to keep the appointment. The realtor agreed. The realtor in turn contacted Mr. [redacted]/owner, to request service at anotherdate. I was privy to that conversation. Mr. [redacted] stated the cost to the realtor. The realtor agreed. The appointment was set.We attempted to keep the appointment for the set date. Only to learn that the realtor had informed the purchaser/homeowner therewould be no cost. To which the purchaser/homeowner declined the appointment. After that point the realtor called an was very irate.She demanded the service at no cost. She left several derogatory comments on our voicemail services. We would like it to be known that [redacted]Aire Services, LLC attempted to assist the customer. It is our intention to be as helpful as possible. However this is a business and we have rules and regulations to adhere. We pride ourselves on our customer serviceand workmanship.

I would not ecommend their services to anyone. A warranty company had them come out to check my AC last week. They were 3 hours late getting to my house, but I understand they were busy. It is the beginning of the hotter months. The tech hooked up his gauge and immediately said I have a bad leak and need new units. My AC was running for 2 weeks prior then cut out one weekend. I asked the tech if freon would help at all. He said probably not, but put the little he had left in his cannister in my line. He then wrote up his paperwork and left. He was there about 15-20 minutes in all. My complaint is that the warranty company gives companies 24 hours to turn their diagnosis in. If the service was performed on Friday, they should have turned it in by Monday afternoon. Tuesday it was not turned it. I called and left a message and asked them to call me back. It wasn't turned it until Wednesday afternoon. They also put that the system was damaged prior to my buying the house. How could they diagnose that when it was working fine for 2 weeks prior? And only performing about 10 minutes of work? Luckily the previous owners had a warranty last year as well and it was covered. I now have another contractor coming next week to look at my system. This is Thursday and Howard Aire will still not answer their phone when I call or return my phone call.

Review: Howardarie Services installed a new HVAC unit in September 2014. When I turned on the heat in October it was not heating the house. I called my Home Warranty company they sent a technican out and the tech said the heating coil was defective. [redacted]aire was to complete the work and they didn't. My realtor contacted [redacted]aire and they didn't come out. My realtor and I had to contact 1HVAC in New York who were the people who contracted [redacted]aire to do the install. It was about 25 degrees at nite and my pipes froze due to the fact I had no heat. in the house. The tech([redacted]) came out and found out that the heating coil was defective and it would take a few days to to repair it. Finally I called [redacted]aire and was informed by [redacted] that it could take a week for the new part to come in. At this point I was really frustrated because they were suppose to have called me to let me know what was going on. [redacted] called me on November 18, 2014 and informed that the heating coil had arrived and that technician [redacted] would be out on November 19th at 8:15 to replace the heating coil. The technician arrived at 8:45 and sit in his truck until 900. The tech didn't have a ladder or a water hose. I provided him with a ladder; . The tech left to get a water hose. He returned about 2 hours later. I had to called out of work because of that. . Finally he got the heating system going and he reassured me that the AC would be working.

My realtor came out to my house May 8, 2015 and contacted [redacted]. He said he could get on there on May 12th at 9. May 12 [redacted](secretary) contacted me and said she needed a service fee before they come out Mr. [redacted] never me mentioned a service fee.. The secretary got really hostile and she was very unprofessional, she said I could not talk to Marcus because he was out of town. .

I would never recommend [redacted]aire. The company can't be trusted , they are a big scam and their products/ services are horribleDesired Settlement: Being that the HVAC unit it new I should not be having these issues

I just wanted Mr. [redacted] to come out and fix the problem being that the unit was just installed Sept. 2014

Business

Response:

This was a Fannie Mae Property. We are a subcontractor for them. We installed the HVAC unit at the home owners locations.As stated by Fannie Mae, once the property is sold we as the subcontractor have no standing agreement with the purchaser. We did however as a sign of good faith service the purchaser's unit. This was in October or November of last year. If any parts werepurchased, our company has a 30 day warranty on the labor for the part. We do not carry an ongoing warranty on any part past 30 days of installation. I ([redacted]) was contacted by the realtor around the end of March or the beginning of April this year.I informed the realtor of our policy with Fannie Mae. The purchaser then contacted me at the end of April. I informed her of the samepolicy. I did however offer to send a technician out to give her an evaluation of the unit. As I was attempting the assist her. The purchaser/homeowner stated she needed an inspection of the unit to send to her warranty company. I offered to send and technician out on the upcoming Saturday. I did inform the customer of the cost for the service. She agreed at the time. On the Friday before the proposed inspection.The realtor contacted me. I informed her of the conversation I had with the purchaser. She the realtor stated that the purchaser wasunwilling to pay anything for the service. Due to the fact that the realtor was speaking on the behalf of the purchaser. I told her we wouldnot be able to keep the appointment. The realtor agreed. The realtor in turn contacted Mr. [redacted]/owner, to request service at anotherdate. I was privy to that conversation. Mr. [redacted] stated the cost to the realtor. The realtor agreed. The appointment was set.We attempted to keep the appointment for the set date. Only to learn that the realtor had informed the purchaser/homeowner therewould be no cost. To which the purchaser/homeowner declined the appointment. After that point the realtor called an was very irate.She demanded the service at no cost. She left several derogatory comments on our voicemail services. We would like it to be known that [redacted]Aire Services, LLC attempted to assist the customer. It is our intention to be as helpful as possible. However this is a business and we have rules and regulations to adhere. We pride ourselves on our customer serviceand workmanship.

Consumer

Response:

I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.When I called the business [redacted] did not mention anything about a fee when someone was to come out on Saturday to inspect. When they came out in September they forgot to install the heating coil and I had no heat when I turned the unit on in October. Howardaire didn't want to come out then. I had to call 1HVAC to inform them of what had happen. I had to pay a deductible in order for my home warranty company to come out to determine the problem.

[redacted] mentioned no fee and she is not telling the truth about that. The tech that they sent out didn't seem to be knowledgeable about what he was doing. They advertise a year warranty on installation, the unit was just installed in September 2014. Heating and Air Conditioning Company came out last week and it was determined that the Schroder caps were not put on and therefore Freon had leaked out.

Review: [redacted] assigned HowardAire Services to service my central air conditioner. They came to my home and supposedly corrected the issue. The repairman, after 15 minutes showed me a device which he called a receptor and he told me he had replaced it and put in 2lbs of Freon. Two days later,I smelt something burning coming from my floor vents. I immediately turned off my AC and called HowardAire Services. After several phone calls to them, including those from [redacted], a woman from HowardAire called to schedule a new appointment. HowardAire Services arrived and said that my unit had a Freon lock on it and he didn't have his key on him to unlock it.The service guy said that his office would call me to reschedule for the next day. For several days I made attempts to call them as well as [redacted] calling them too. [redacted] advised me that if I don't hear from them by 2pm the following day, they will connect me with another repair company.I received no response and was referred to a different company. The new referral arrived at my home, inspected my AC and told me that the capacitor had not been replaced and that was the same capacitor that belonged to the original system. Freon was leaking and that the entire unit needed to be replaced. Fraud, pure FRAUD. HowardAire Services basically took my money and ran. I have been without air for almost a month.Desired Settlement: Consumers need to know that this company is fraudulent. HowardAire Services are thieves and sad to say that the three repairmen and receptionist all are liars. They took my money and they did nothing to resolve my AC complaints.

Business

Response:

Yes we did attempt to repair Ms. [redacted] HVAC system. The technician did state that her issue was the capacitor. The technician did replace the blown capacitor. If the capacitor blow again. This is an indication that there are electrical issues in the unit. Unfortunately due to our extreme workload during this season. we were only able to attempt service twice at this property. Therefore we do apologize for not being able to add the customer a third time to our schedule. In addition we were paid from the H/O the standard service fee as per [redacted]. We did not collect nor attempt to collect anything from the h/o besides the service fee as per our agreement with the warranty company. Please note the service fee covers the time the technician is on site. We were on site (2) separate times and the h/o was charged for the first visit only. Further as with most warranty companies the first line is to repair not replace the unit. As for leaks we did not encounter any. While we strive to assist all customers and provide the service to the best of our ability. We also know that service is a process of checks and balances. While we were unable to provide her a "permanent repair" I trust that the next contractor provided the service she needed.

Review: I was sent to Howardaire regarding my AC not functioning. The first contact was made to set up an appointment to have the AC looked at the following day at 6:30pm. The driver called and stated he was in an accident and he would not make it. This was not the truth, the driver was pulled over with a suspended license and was unable to drive. So I called and set up an appointment for the following day at 6:30pm again. The tech calls at 11am and says he is 20 minutes from me, well I'm an hour from my home and you set the appointment for 6:30pm. But I make arrangements for someone to be there at 3pm. He comes and brings a kid with him to a business job. Goes under the house for 5 minutes tops and says my pump needs to be replaced. After waiting 4 days to find out the part is not covered, I decide to pay for the part out of pocket and set up an appointment for 7/7/15 between 9am-11am. Its 10:50am and no word from Howardaire. I call them to find out the tech is tied up and not able to come. After telling the person on the phone about all my inconveniences, she says she will send someone out by 3pm. The tech arrives and replaces the pump to find out there was nothing wrong with the pump. The problem lies with the plug that the pump goes into in order to operate. If the problem was not mis-diagnosed in the beginning then I wouldn’t have wasted 220.00 out of pocket and 150.00 from the warranty company. When I called back to make them aware, they stated the pump was bad as well. There is no way to test the pump if you don’t have power. This was a huge waste of my time and money. Just because someone calls you for a problem, you don’t always have to find a problem to make money. I do have the pump and I'm paying to have it inspected to confirm the pump is working properly. This is the worst experience and lack of customer service skills I've ever encountered. This whole company is very unprofessional and I will continue to push until I get a refund for an unnecessary repair.Desired Settlement: I wish to be refunded the 220.00 I paid for an unecessary pump and labor.

Business

Response:

This customer service request was sent to us on06/23/2015. We set a service date for 06/24/2015 after 5:00PM. Customer agreed to the date and time. There was an issue with the driver. When the driver contacted the office staff, they in turn contacted the customer. The customer was a little upset that we were not able the have another technician for that same time. However the customer reluctantly agreed to another date and time. The master technician did preform the service call. Yes he did have his son with him. As this is a small family owned business. The owner of the company is training his family member in the trade. HowardAire Services, LLC does apologize if this was a problem to the customer. The diagnosis was sent to the office staff. (condensate pump failing due to normal ware and tare) Who in turn contacted the warranty company. While we understand that this was a trying time for the customer we made every attempt to satisfy the customer. Being that the summer months are a very busy time for the warranty company as well as most HVAC companies, the office staff did relay this information to the customer. The warranty partially denied the customers claim due to the customer's contract. The customer was advised by the warranty company that is was the customer’s choice to continue with HowardAire Services, LLC. The customer opted to move forward with HowardAire Services, LLC. The amount approved through the warranty company was $150.00. The $60.00 trade callfee was deducted from this amount leaving a balance of $90.00 to be paid by the warranty company. The cost for the condensate pump was $145.00 and a 1 hour labor fee on $75.00 totaling $220.00. On the date on repair. The customer was very irritated due the technicians inability to arrive as appointed time. The office staff accommodated the by pulling another technician for another job. To which the customer still was not satisfied. When the technician informed the customer that there wasalso an electrical issue. The customer automatically concluded the pump was not faulty. The customer stated to the office staff that she had another technician coming out the next day to test the old pump. She demanded that the technician leave the old pump. The customer also as per the warranty company is requesting her trade call fee back along with a complete refund from HowardAire Services, LLC. HowardAire Services, LLC will be more than happy to remove the new condensate pump installed in the customer’s home. At that time a refund less the cost for the labor to install and remove the pump can be issued.

This company was sent out by my home warranty. They were the first provider to accept the contract -- that was maybe almost a month ago? They showed up to my house the first time without notice and left a card saying they had "missed me" when I had never set up an official appointment. I never spoke with anyone at the company nor did my agent at the home warranty office speak with any of them, yet they showed up at an unannounced time. It took forever to schedule another appointment with them because they hardly answer their phone -- INCLUDING the emergency contact phone number. When they came out a second time, they did 10-15 minutes of "diagnostics" and said they had to order parts. Okay.... The repairmen also mentioned they would be sending over the report and request for parts to our home warranty office so they could approve it. A week or so later, we schedule another appointment (after calling SEVERAL times to check the status of our work order) for July 1st. They give us a window of 1PM-4PM and guess what? No one shows up, no one gives us a call, and surprise surprise no one is picking up the office phone or the emergency contact number. I'm livid at this point. I contacted my home warranty today (a couple days later because of the holiday and I work an office job full time) and my agent told me they've only received a report of repairs done on the 27th of June. WHAT REPAIRS? THERE WERE NO REPAIRS. She said there was no request of parts either. So, I'm just confused and frustrated at this point. I had my home warranty escalate the work order but no idea how that's going to work since this company does not return messages or pick up the phone. I wouldn't be surprised if they came out here, did the repairs, and my AC stops working in 2 weeks. Might be worth it to pay for repairs myself instead of deal with this nightmare.

Review: THIS COMPANY CAME TO OUR HOME TO DIAGNOSE A PROBLEM CONCERNING OUR CENTRAL

A/C UNIT. WE THEN PAID 75.00 FOR THAT SERVICE. AFTER ABOUT 2 + WKS, THEY

CALLED AND SAID WE NEEDED TO PAY 325.00 FOR THE REPAIR. THEY CAME AND

SUPPOSEDLY MADE THE REPAIR. WE PAID THE 325.OO WHEN FINISHED. HOWEVER, ABOUT 5 DAYS LATER THE SAME PROBLEM RECURRED. WE CALLED SEVERAL TIMES AND

LEFT MESSESGES. THEY DID NOT RETURN OUR CALLS. I CALLED OUR WARRANTY COMPANY AND THEY TRIED AS WELL. ON THE LAST CALLED THE WARRANTY COMPANY SAID THEY SAID "WE LIVE TOO FAR TO COME BACK". I CALLED THE PRESIDENTS OFFICE FOR THE WARRANTY COMPANY. THEY RECOMMENDED US TO GET SOMEONE TO DO THE REPAIR. WE DID THAT. OUR A/C UNIT WAS ALMOST DISTROYED BY HOWARDAIRE. HOPEFULLY, THE FINAL REPAIR WAS DONE ON THE 8TH OF JULY, 2016. THE WARRANTY

COMPANY HAS PAID THE BILL FOR ALL THIS WORK. THE FIRST CALL WAS 4/22/2016

AND COMPLETED HOPEFULLY JULY 8, 2016 BY SOMEONE ELSE.Desired Settlement: WE DESERVE A FULL REFUND BECAUSE OF THE DAMAGE THEY DID AND THEY DID NOT

MAKE ANY REPAIRS.

Business

Response:

Our company charges for diagnosis according the warranty company's policy. The cost for each claim is set as per the homeowners contract. As for repairs. "Repairs" are just that repairs. We attempted to repair the equipment. It did work for a certain timeframe. Which we charged for. The cost of any repairs or replacements are determined as per the homwoners contract and the cost of matierials required.

Review: Howardaire Services installed a brand new [redacted] Heat Pump when we purchased our house in August 2014. The unit was not installed properly and did not work. The people who installed the unit also tore up the brand new paint in the hallway, ceiling and stairwell. After multiple attempts to contact Howardaire, the owner finally came to our property on a service call. He got the system working some but within two weeks it was no longer cooling again. He came out again and told us that it had been improperly installed and did several things to get it working again. However, when the weather turned cold, the unit froze over and would shake the house when it turned on. I was told that this was normal. The other unit was not doing this. I finally got them to come out again and they once again did something to make it work for a short while. The next month it would not heat again and was still frozen over. On the sixth service call, they replaced the defrost board. It now defrosts properly but still shakes the house when it turns on. I was told by the owner five weeks ago that I would hear from him the next week about replacing another part. I still have not heard from him and they will not return my phone calls.

I also contacted the manufacturer of the heat pump ([redacted]) and lodged a complaint about the unit. After they contacted Howardaire about the issue I received the following email:

"Howard Air explained that there were issues at the initial installation, that there was no power to the property, so the system could not be tested properly."

There has always been power to the property. The statement that there was no power is a complete lie. I was told by the owner of Howardaire that he did not want to absorb the cost of replacing the unit even though it was improperly installed and it is very likely his workers broke the unit. They have never repaired the damage done to the interior of the house. We want this heat unit to work like the other unit.Desired Settlement: I want the parts of the unit which are not working properly to be replaced. I want the motor replaced since it has been compromised by the unit not working properly for the last seven months. If Howardaire will replace the components of the machine I will be satisfied.

Business

Response:

We installed the unit as per directed by [redacted]. The unit was working and had no issues until November. As for the plaster or any removal of paint, we do not provided that service. We are a HVAC/R company only.The unit was installed prior to purchase by the current home owner. The home and unit was inspected by [redacted] representatives prior to sale. Therefore had there been an issue with the unit and or deficiencies in the home [redacted] would have contacted us. Further we went to the home (5) five or more time FREE of charge to assist them with whatever issue they may have. We then continued to state to the customer that should contact the manufacture to get a second opinion. They however opted not to get an outside second opinion. They continue to think we should return to the property for FREE. In good faith we were attempting to assist the home owner. We have no standing agreement with the home owner and had our company purchased the unit/s we would have issued a (1) year service agreement. However [redacted] purchased the unit/s which we installed. Again there was no issue with the unit/s and or home before purchase/sale of the home.

I recently had a problem with my Carrier gas furnace and the company that installed it years ago is no longer is business. I found Howardaire at the Revdex.com website and they responded quickly. Their technician was very courteous and patient and he got my heat working again. I found these folks to be very honest and pleasant to do business with.