Jax Motors

We received the price complaint from Mr [redacted] shortly after the service callOn April 6, ? I called and spoke with his sonI explained that the warranty part creditshould have been $65.00, and not $The total for the service call would have been $instead of $If the owner had let us repair the furnace, theywould have seen that we would not just replace the failed part, but also operate and test the furnace to ensure safety and to make certain no other problems werecausing any other system malfunctionsThis takes a high level of skill and training to make sure that families and properties are safeThis also comes with a costWeuse a nationally recognized flat rate pricing system that is competitively priced with other contractors in our area? We would never price gouge our customers, and wedo provide a high level of service[redacted] Service Manager###-###-####

I am rejecting this response because:My son did receive a phone call from American Air on April 6, 2015.The main thing that came out of that conversation was that American Air stated that there were problems with their prices and their prices were going to be reviewed by the company.Now American Air states that they use a "Nationally Recognized Flat Rate Pricing System".That is total contradiction.Many contractors in the HVAC industry consider "Flat Rate Pricing Systems" to be price gouging of the customer and they do not use them.The repair technician stated that the problem was the heat sensor and the repair price was $Period.American Air did quote a lower price during the phone conversationThat price was no benefit to us then, days after the service call.American Air has now mentioned a safety check That check may have added minutes to the service call if the safety check would have been performedIt was not mentioned by the repair technician.The lower price is still price gougingI still believe that this company is a disgrace to the industry they are in and should be put out of business to prevent it from taking advantage of more people
Regards,
*** ***

Thank you for bringing this to our attention. At this time, the manufacturer has not recalled these parts. We called her on Saturday but there was no answer. We called again today, and she was on her way out. We are calling her again this evening to schedule the repair, hopefully for tomorrow.

I'm sorry about the delay in the refund.  The owner that typically signs checks is out of town and has been for a while.  I will have the other owner sign the check that has already been logged in our payables module, and get that check out to you today.  Thank you for your...

patience. Sincerely,[redacted]American Air Heating, Cooling, Electric, & Plumbing

We did receive a call from the homeowner on 4/4, at 1:45, and she requested a free estimate to replace the damaged wire.  We scheduled with her to arrive between 12:00 and 5:00 on that same day to give her a free estimate.   We have all calls recorded, and I have reviewed this...

call.  We arrived at her home within the hour and someone else was already repairing the electric.  While we were willing to travel to her home to give her a free estimate, it still costs us money to do so.    We don't require a 24 hour notice to cancel a call, but we would expect the consideration of a phone call.  We bill for a trip charge when people fail to call to cancel and we waste a trip to their home.  We will credit the invoice of $49 and ask the customer to call another contractor in the future.

Our service manager looked at this job and made corrections.  We consider this complaint resolved.  Please let me know if they are not satisfied, as we thought they were going to withdraw the complaint.

The company has finally fixed the problem so I will close out my complaint. I wasn’t sure how to do that. Please let me know. Thank you,

I am very sorry that you're not satisfied with our installation. However, our service manager just spoke to your husband and agreed to replace your thermostat, and check out the furnace. When we install a new unit, we always replace the thermostat. In this case, you wanted to use your existing [redacted]...

thermostat. Your existing thermostat failed, and that is what caused the problem. We have agreed to replace the thermostat with a new [redacted] thermostat (which is more expensive than the typical one we install, as it's a Wi-Fi thermostat). We will rectify the situation and make it right, but I respectfully ask that you stop the "smear campaign" on Facebook and Yelp.

I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me provided it is followed through.  Unfortunately, it took the action of posting ho[redacted] reviews and freezing the credit card charge for your company to take any action. Prior to taking these actions we were told that no assistance or remedy would be provided.   The thermostat failed due to your technician's actions (confirmed by [redacted] after an hour long conversation with them).  We did not ask for an upgraded thermostat but rather the same exact thermostat that we had.  The service provided by your company was satisfactory (average/as expected) until things went wrong which is when a company has the opportunity to show their true colors and "wow" their customers.  That is the make or break point where you can earn a life long customer or lose one for life.  It is common knowledge that for every 1 good experience that is shared 10 bad experiences are shared.  We were greeted by defensive employees and our concerns and issues being shoved under the rug until we had to take matters into our own hands.  Not one person stepped up to the plate and took the initiative to remedy the situation and take ownership.  Posting honest reviews is not a smear campaign (a smear campaign is defined as "a plan to discredit a public figure by making false or dubious accusations") as the information provided is an accurate account of what happened.  It is unfortunate that your company does not value honesty and constructive criticism and rather promotes unethical actions and practices by offering customers $20 gift cards to post positive reviews (which is much different than a referral bonus).  Be assured that we will never use this company again and will discourage anyone we know from using American Air as well.  We look forward to a timely resolution.  To date, we have no received a scheduled time for the new thermostat to be installed and for the furnace to be serviced.

I've researched this, and unfortunately the service technician was unaware that [redacted] WILL sell the module and motor separately.   I am very sorry for this, and will certainly refund Mr. [redacted] his $99.00.Thank you,

We did install a furnace for Mr. [redacted] at [redacted] Blvd. There was oneproblem that was our fault: We didn't remove the cardboard tab from thecondensate pump. We corrected that issue.This was a government funded project, through the weatherization agency[redacted]. The noise...

issue is the original placement of the returnair, which was installed when the first furnace was put in that house. [redacted] specifies what ductwork modifications are allowed, etc. We hadto get the approval to from [redacted] to relocate the ductwork. We have received theapproval and are scheduled for the work on January 28.Thank you,[redacted]American Air Customer Service3945 Brookham Drive Grove City, Ohio 43123 (614) 851-0099 Website: AmericanAirHeating.com OH LIC# 15596

The repair cost stated was not just the cost of refrigerant but the time(labor) + an ac inspection to ensure proper operation. The cost is higher than usual due to service performed outside of normal business hours. The owner is looking for a reimbursement based on what was said by another company,...

the operating pressures stated by our technician are indicative of an undercharged system, a “bad coil” doesn’t show good readings. We stand behind our technicians diagnosis & will not refund the Saturday service fee.   When calling about the refund he was verbally abusive and cursing.

I reviewed the response made by the business in reference to complaint ID [redacted].  I received the check of $97.60 yesterday and it was deposited.
Regards,
[redacted]

We received the price complaint from Mr. [redacted] shortly after the service call. On April 6, ? I called and spoke with his son. I explained that the warranty part creditshould have been $65.00, and not $8.00. The total for the service call would have been $293.00 instead of $358.00. If the...

owner had let us repair the furnace, theywould have seen that we would not just replace the failed part, but also operate and test the furnace to ensure safety and to make certain no other problems werecausing any other system malfunctions. This takes a high level of skill and training to make sure that families and properties are safe. This also comes with a cost. Weuse a nationally recognized flat rate pricing system that is competitively priced with other contractors in our area?.  We would never price gouge our customers, and wedo provide a high level of service.[redacted]Service Manager###-###-####

Good afternoon,Ms. [redacted] did request a copy of the invoice of work performed, and we sent it to her.  I've attached another copy.   We did all of the work quoted to her initially.  We require pre-payment when it is a rental property.  She did choose our highest level of...

repair, which includes a two year warranty, as well as a follow up inspection after one year.  All work that was initially quoted was in deed performed, and no refund is due to the customer at this time.Thank you,

We confirmed with the post office that the package was delivered.  If they delivered it to the wrong address, then they can locate it as soon as she files a complaint.  We tried to explain to the customer that her next step is to file a complaint with her local post office, who said that...

they were delivered.  If the post office is unable to locate the package, then she can pick up the filters from our office, but we are not just going to ship out more to the same address.

American Air did contact us on the evening of 6/30 and we were unable to speak with them at that time. They called back the following day to set up an appointment - 11 days after their scheduler hung up on me and only after this Revdex.com complaint was filed. We had no communication in between that time to fix the issue or schedule another appointment. I let the person who called to schedule the appointment know that we have had to go with another company due to the fact that we had been without air for 16 days from the point of our original contact with American Air. I left a message for Joe, who originally called us. I told him he could call me back, but I also wanted to hear from the owner of the company. I have yet to hear from anyone since I left that message on 7/1.
We have since had another company come in and fix the issue, which was NOT what American Air had diagnosed. AA said (after being 45 minutes late to the appointment and looking at the unit for less than 1 minute) that our issue was a faulty valve; however, the other Air company we had come out for the work said our valve is working fine. He watched it for some time and inspected further than what AA did. The issue was a bad coil and Freon leak. Once that was fixed our AC was back to normal.
I have asked for the owner to contact me and that is what I would like. I would like him to address:
- Customer Service: Missing appointments, no follow-up calls, being hung up on, etc.
- The continued misdiagnosed issues that we have had since we moved into the house.
If I'm not mistaken, AA has been to our home to fix issues 4-5 times and each time it seems to be a different issue that they're fixing. We moved into our house on 4/23/14. We should have zero issues this early on.
Thank you,
[redacted]

The **
mini-split system was installed by us on 7/15/10. Initial water leak problem
was caused by damaged refrigerant line insulation in a wall cavity which was
corrected. Subsequent water leakage was caused by loss of refrigerant
conditions in the outdoor unit (manufacturer connections) on...

12/8/11 the
outdoor unit experienced a compressor failure. Instead of repairing the unit,
we replaced the entire outdoor unit at no charge. August 2013 the replacement
unit started to experience refrigerant leaks which cause water dripping from
interior lines, these were also corrected. July of 2014 the system experienced
a failed remote control, a $99.00 service fee was charged. A standard labor
warranty of 1-year was in effect on this unit. This was the first time we
charged anything on this installation since it was installed. January 2015 the
system experienced another compressor failure. We quoted a special price to
replace the compressor $884.00 the owner contacted the manufacturer which they
in turn gave him a case #. The owner stated that ** would cover the labor &
compressor & gave us the case # to verify. When ** was contacted they
([redacted]) stated that only the compressor would be covered and not the labor
charges. We informed the owner of this and was told to get the compressor
replaced (reminding him of the $884.00 quote)
When work
was completed payment was refused. Most of these problems were manufacturer
issues and beyond our control. The total due to us is actually $993.00,
(compressor labor and the service fee for the previous call).

I have reviewed the response made by the business in reference to complaint ID[redacted], and find that this resolution is satisfactory to me.
the issue is finally resolved after 23 days and could have been resolved from day one if their representative from their company would have done what he said.This would not have gotten to this if someone would have at the least explained that approval was needed.Although the guys that was sent out to finally fixed the issues on the 28th of JAN. I couldn't be more happier.