Isley's Home Service, Inc

Review: We bought and had an air conditioner installed through them. We pay for their monthly servicing. We had black mold growing out of the vents in our home. I have pictures. They came out, looked at it and confirmed that we had black mold. They have pictures and showed them to me. They said we needed our air ducts cleaned out and a UV light installed for $3000. I asked: WHY this wasn't found in the prior monthly inspections?!? How did it get so bad that the mold is now growing through the vents? (This did not happen until they installed this brand new unit.)

They said that it was simply due dirty air ducts and they were not responsible.

I asked to speak to a manager. The guy who called me said, "We don't even deal with mold. This is not our fault and has nothing to do with us." He then offered to have a mold guy call me to schedule an inspection.

*NOTE I then got a second opinion from a local company who told me that the air conditioner I was sold was too big and powerful for our home which is causing leakage which produced black mold. Hmmm.

I called Isley's back to ask about the house size/ac size ratio, to which the technician literally laughed at me on the phone.

Anyway, the mold guys (they recommended) came and told us that the UV light was a waste of money and for $300 they told us that we were mold free and protected. When we asked if their work would have a warranty, they told us we should probably go through a third company who would test the air in our home for mold spores (for $500) to make sure there wasn't mold anywhere else in the home- since mold travels an all. So that's a negatory.

Now, two months later, our ac has stopped cooling a few times. We have to turn it off, wait an hour or so, and turn it back on for it to cool again. Since we have Isley's monthly servicing and bought the big, bad, highly recommended Trane air conditioner from them, I gave them a call. The same Isley's guy comes out, says our Freon is low because we now have a leak and need to replace a coil. Apparently, this coil is causing the black mold and freezing up our unit (not the dirty air ducts). He charges us $202 for diagnosing and does not add any Freon so our home is now NOT cooling AT ALL. When he arrived, it was 77 degrees. It is now 82 degrees. But get this, it is now $2200 for them to replace the coil, and install the UV light to kill the mold. I just called to tell them that after their guy left our home (and paid him $202), the air is now not cooling at all. They had the servicing guy call us back to which he replied, "It will be an additional $300 for me to temporarily add Freon, however, if you choose to do the repairs, I will put it in at no charge."

Not even sure where to go from here.

After purchasing and having a brand new unit installed and $$$$ later, we are now breathing in black mold, have a leaky coil, living in a warm house with little kids, with a large bill.Desired Settlement: We don't understand why we have to pay for something they obviously installed incorrectly. FIx the unit. Fix the mold.

Business

Response:

Revdex.com 4428 N. 12th St.Phoenix, AZ 85014Regarding Complaint #[redacted]Dear Complaint Resolution Consultant,This letter is in response to the complaint filed by [redacted]. Isley's did install a new spli system heat pump on the home located at [redacted]. The installation was perfor ed on 7/25/2011. Isley's provides a two year labor warranty on all of our installations and the ariufacturer's equipment warranty is 10 years on aU parts.The size (or capacity) of the air heat pump required to heat and cool any property is det rmined by a load ca.lculation. The load calculatiortcompleted for this residence determined that a 4 t n system was required to cool the home properly. We installed a 4 ton 2 stage Trane Heat Pump. Addit onal return air vents were installed to meet the air ow requirements. A copy of the load calculation is ched to this correspondence.Our records indicate no maintenance services or repairs have been performed by us onsystem for almost 3 years. Ms. [redacted] c lled on 7/23/2014 with a complaint of the system ot working properly. Our customer service repre entative encouraged Ms. [redacted] to purchase a maint nance agreement that provides a bi•<mnual ervice on the heating and cooling system and disco nts on repairs. Routine maintenance is very important for the longevity of any systems. Since, according oMs. [redacted]the system was not working properly', so we dispatched a technician to assess her com pi int of no cooling. Upon inspection, our technician found the air handler door panel, in the attic, pa ly open, which trips a safety switch, causing tlie system not to turn on..our technician re-installed he door at"no charge". This free repair was perfbrmed three years after the original installation. It I not possibleI •for the access door to have been part!y open and run without tripping the safety switch f r three years.on 10/24/2014 we performed the first maintenance of the two purchases in the mainten nee agreement Ms. [redacted] purchased, on th new system that we installed. The technician test d the air flow and the operation of the system. This ,inspection concluded without finding any repairs n eded.The next service that we performed. was the second and last purchased with maintenanc agreement. This maintenance was performed on 6/24/2015. Our service technician found the ductwo k to be very dirty, the customer had some tile wor performed in the home, which typically creates a usty environment. Improper air filtration appeared to be the cause of most of the dust and di issues. The customer had the ducting cleaned prio' r to this maintenance service by another company.

On November 26, 2013 Isley's Service Technician's [redacted] and [redacted] repaired plumbing and installed a tub in our main bathroom. Both Technicians were very friendly and professional. They asked us to look at the completed work and cleaned up the work area. We were very impressed. We will definitely recommend and call Isley's in the future.

We are very happy customers!

We had Isley's out to service out A/C system recently. We were not having a problem, but the system had not been checked since we owned the house. The technician came out, serviced the system, then presented his recommendations. He stated that the system was working "perfectly", the temps were "spot on", but also recommended $1121 worth of "needed" repairs. We are winter residents, so this system is covered and not used in the summer time. It has been used perhaps two dozen times since we have owned the home in total. They wanted to sell me a new "contactor" for $277, a "compressor saver" for $302, a blower motor capacitor for $176, a "condensation safety switch" for $201, and renewal of the service agreement for $165. We were told Isley's installed our Carrier system when the house was built, hence our call to them for service. I had to wonder if they improperly installed our system using inferior components, or were they trying to upsell unneeded repairs? The tech did not check the filters, nor did he clean the mud out of the air conditioner condenser that had been there since the house was built.
The bottom line of all this is that these apparently unnecessary parts would cost less than $100 at a local supply house. We were advised that they would require less than an hour's time to install in total. Isley's apparently wanted $856 for this hour's work. After consulting trusted sources, all these repairs were deemed totally unnecessary. I would recommend that anyone using Isley's for air conditioning service work be mindful of their apparent company policy of upselling. Get a second opinion on expensive repairs. I would not recommend Isley's .