Pacific Aire, Inc.

Anthony was thorough, professional, friendly and respectful to my property. He is a relatively new employee, however, to the Pacific Aire management - he's a keeper!

Pacific Air is a top notch company. Their work ethic and customer service are excellent.

Dock arrived right on time for appointment. He arrived at the beginning of window time. Dock was kind, polite, neat and patient. He answered all of my questions.

Chris explained things so I could understand.

We bought a new furnace from Pacific Aire & are very happy with it. They are a great company to work with. I would not hesitate to recommend them to anyone.

I was scheduled for a tune-up on my furnace between 2/6pm. Technician Frederick Deal called to let me know he would be arriving at 2pm. Upon arrival, I found Frederick to be polite and knowledgeable . He explained in detail what he would be doing step by step . Throughout the visit Frederick would explain the procedures he was performing and why. He finished the job in approximately 1.5 hrs. We test drove the furnace and it's smooth as ever. Thanks Frederick and Pacific Aire. You guys are great.

Service was right on time and very informative. Fortunately our problem was a super simple fix. Our 30 year old Lennox Pulse furnace is a war horse. Frederick gave me some ideas on how to improve the efficiency of the Lennox and problems to watch out for on such an old furnace. Very happy with this company and their follow-up for their customers.

Anthony came and serviced our heater today and was very friendly, efficient, and knowledgeable.

Review: I have been a customer since 2008. They installed a new heating @ ac system @ duct work. In addition I have a service contract with them that I pay a monthly fee. On 8/27/2013 they did an inspection of the ac unit and said everything was ok. On 9/1 I noticed water under the wood flooring next to the heating unit. I tried to call their 800 number but was not able to reach them since it was labor day. I called my insurance company and they sent people out to inspect the damage. I then called Pacific Aire and they sent a technician out. He found the drain line clogged. He also stated that this should have been caught on the inspection. I have a 2000.00 deductible on my homeowners policy. They sent out the general manager and he offered me a $1000.00 toward the deductible. Since it was still in the hands of the insurance company I could not accept his offer. He also said that he would send someone to make sure this would not happen again. This has not happened. When I called Pacific Aire, I was told that they were told by my insurance company that they could not talk to me. My insurance company has closed the case and notified Pacific Aire that they could speak to me. I do not feel that this is the way to treat a long standing customer.Desired Settlement: Since their technician stated to me that this should have been caught on the original inspection, they should be responsible for the $2000.00 deductible and they should send someone out to make sure that this does not happen again.

Business

Response:

In 2008, the [redacted]’s purchase of their new system and ductwork was completed and installed according to the installation agreement that they signed and approved prior to the commencement of the project. The agreement included the following paragraph, which was initialed by the [redacted]s:

I have chosen to keep my existing refrigerant line set. In doing so, I understand that Pacific Aire is not responsible for any problems arising from this decision. Existing gas, electric, and/or plumbing drains also apply. All efforts will be made to lessen the chance of such problems. I understand that if any problems do occur, Pacific Aire is not responsible for any repairs resulting from such.

The drainage for their hvac system was installed according to building code, and tapped into the existing plumbing in the home. Pacific Aire cannot be held responsible for leaks or property damage resulting from blockages in the existing plumbing. The water leak that occurred affected approximately 30% of the wood floors in the bedroom area of the home, and did not extend into the large family room. In a measure of goodwill, Pacific Aire generously offered to contribute $1,000 toward the deductible in recognition of the [redacted]’s long-standing patronage, even though we had no obligation to do so. Our offer of $1,000 was met with a refusal, and was deemed unacceptable by the homeowners. The homeowners continued with and completed their project to lay new hardwood floors in both the affected area, as well as an additional 70% of square footage of the wooden portion of the floors into the family room, which had no damage whatsoever.

Pacific Aire has no liability due to a plumbing problem in their existing structure as per the original signed installation agreement. As well, the [redacted]’s choice to lay all new hardwood floors in both the affected as well as much larger unaffected areas was their decision, and it is unrealistic to think that Pacific Aire has any responsibility to pay any portion of the deductible for their remodeling project.

Business

Response:

"We are sorry that the [redacted]'s are unhappy with our willingness to provide a $1,000 good-faith refund. After speaking with their contractor (MHS Remodel) we have confirmed that the removal of the entire floor was unnecessary for the repair. Again, we would like to let the [redacted]'s know that the $1,000 offer stands. Upon their acceptance of our offer, we will send a check out immediately."

Consumer

Response:

Review: 9769465

I am rejecting this response because:

Mikes handyman service is not our contractor as stated in their response. It took him a week to respond to my phone calls in order to review the damage. Attached you will find a letter from the contractor that was hired by the insurance to do the work as to why the flooring in the family room was replaced. P/A keeps harping on the amount of flooring that was replaced. This has no bearing on the issue as the deductible remains the same regardless as to how much flooring is replaced.

They fail to respond to what I was told by their people as follows. On 8/27/13 they did a normal inspection of the A/C unit. As he was doing the inspection he told me what he was doing to both the inside and outside units installed in the drain line is a trap that collects water from the drip pan. As the water builds up it is forced into the line leading to the outside. There is an opening on top of the trap along with a brush that you would use to force the water out of the trap and into the drain line that leads to the outside. In order to insure that the line is clear you would have to have someone stand by the opening or place something under the pipe to see that the water was flowing thru as you forced the water out of the trap. He did neither. He stated on his invoice that the drain lines were clear. At that time the weather was cool and it did not require us to run the A/C unit. A few days later we had a heat spell that required us to run the A/C unit. The unit is in the other end of the house and we did not discover the water damage until it was too late. I tried to contact P/A on labor day but was not able to reach them..

On 9/3/13 they sent a serviceman out and he found the line clogged. He told me that this should have been caught on the 8/27/13 inspection. He also told me that you could fix the line so that this would not happen again. He also noted that on his invoice. As he was clearing the line he had me stand outside by the pipe to make sure the water was coming thru.

They then sent someone from their management team to inspect the A/C unit. I told him exactly what the serviceman had told me. He said that he would send someone out to check on this. This never happened after two phone calls. They keep insuating that we took advantage of the situation. They have no idea what we went through from the installation of four blowers that ran four days around the clock in order to prevent mold build up. In addition we had an electric bill that ran more than double of any bill we ever had. During this time the A/C unit could not keep up with cooling the house as the temperature was over 100 degrees.P/A caused this problem since the serviceman that did the inspection did not properly check the drain line.I would like P/A to address the above facts and what I was told by their people. It was nice of P/A to make a good-will offer on a problem they caused. As I stated before, I want P/A to cover the $2000.00 deductible and fix the unit so that this does not happen again.

Regards,

Your tech arrived at the beginning of the appointment window which impressed me greatly! His friendly personality and people skills were on full display immediately. I explained the problem and he started isolating it making sure he explained every step he was taking. At first it was thought that my thermostat was the culprit but it turned out to be a "lockout" of the system and it got reset. Tech explained the different options of joining the company membership club along with the monthly fees. He also provided pricing for thermostats they sold. Problem was resolved and I would use this company again in the future without hesitation. Tech is a great asset to Pacific Aire!

Technician Ryan P. recently resolved an issue that had developed with our heater. He arrived promptly, diagnosed the problem and was able to explain it to me in layman's terms. He then took steps to correct the problem, checked his work and made sure I had no further questions before he went on to his next assignment. In short, Ryan rendered service in a professional manner. Previous interactions with the employees of Pacific Aire have been similarly satisfactory. It's apparent that they take pride in doing their jobs well.

Anthony was on time and took time to explain what he was going to do and asked if I had any questions. At the conclusion of the service call, he again asked if there were any other question I might have. Everything was answered to my satisfaction and gave me some upgrade options if I was interested in the future.

The heating and air tech from Pacific Aire, a young fella named Ryan P., was here today and as always, did a beautiful job taking care of things I needed looked at. I've been a customer with Pacific Aire for some time now, and always ask for Ryan for the standard checkups. He's very knowledgeable, thorough and patient, helping me understand how things work. and when he's finished doing whatever needs to be done, I am a very happy customer.

To use the modern vernacular, RYAN ROCKS!, and I'm mighty glad he does.

Frederick is one of the most professional technicians I have ever met. He explained in detail the 20 point tune-up and cleaning procedure for our air conditioning system. He pointed out the problems and discussed the options for repair. He also showed us the

membership options for service. We signed up for the elite membership and he called the

next day to schedule a consultation for repairs or possible replacement of our system.

Excellent customer service. Quality work. Very neat and clean. Respectful of my property and thorough explanation of the service given. Would highly recommend this service tech, Chris D.. Also highly recommend Pacific Aire.

Quick, complete, efficient, friendly service.

Review: My new air conditioning system has been leaking several pounds of refrigerant monthly since installation and I have called over ten times for repair and no one will call me back I have e-mailed them and now I am filling a complaint. The last service call there was 6/lbs of refrigerant added and they are charging me for service calls for the same problem.the system leaked the first week after installation then broke down due to loss of refrigerant one month later, this unit only has been run on the hot days and the past four uses the system does not operate.Desired Settlement: or repair what part is defective and guarantee repair for a full year not to leak with out service call charges.

Business

Response:

Pacific Aire installed this customer's system on April 16, 2012. We have been at the customer's home several times since.

Our technician first returned, four months after install, on 8/14/12 due to low refrigerant and an issue with the FAU door switch. The door was fixed on 8/16. On 8/17 an installer and two supervisors went to the home and did find a refrigerant leak on the line-set connection at the condenser, which was corrected and the system was tested and charged. (NOTE: The customer informed the installer, at the time of install back in April 2012, that he had purchased and was prepared to install his own new line-set. The installer conducted a pressure test of the line-set during install, including the portion running underground, and determined that no leak was present.)

On 11/13/12, a technician returned to the customer's home to replace fuses, a completely separate service from leak testing. There is no record during that service call of any more low refrigerant issues being reported.

In May, we returned, at the customer's request, to conduct an electronic leak search. No leak could be found in the system in the areas that were accessible. We once again charged the system to correct capacity with the intention of going back out to determine if the system was indeed leaking or if it was charged incorrectly.

On June 18th, our technician went back to the customer's home to perform an isolation leak test on the evaporator coil, condenser and line-set. No leak was found. The technician went on to pull a deep cycle vacuum which further confirmed that no leak was present in the customer's entire system, including the original line-set underground. The technician went over all of the findings with the customer. At that time, the customer was satisfied that we had proven no leaks existed.

After having conducted multiple leak tests and finding no leaks anywhere in the customer's system, we are perplexed that the customer is stating that, "...no one will call me back..." At this time, there is nothing to repair or replace since no leaks are present.

Consumer

Response:

Review: 9566718

I am rejecting this response because:

This is a closed system and therefor should never need refrigerant. On two occasions the system was recharged with a total of 9 lbs of gas having to be added. Further more this service call has a charge for each visit and charging me over and over for the same problem must stand to reason that there must be a leak otherwise why is it necessary to continually add gas to the system. Hermetically sealed means the system is completely sealed no gas may escape?. Then why have we added to the system and half of the full charge had leaked out last visit. Pacific aire should spend more of its energy in solving the problem in stead of attempting to demonstrate that my system is in perfect health just because there attempt to find a leak was inconclusive, maybe more investigation on there part or maybe I should hire and independent contractor to perform and unbiased test. this can all be resolved by Pacific Aire as I did convey this message to the supervisor who was very polite when he ask me to retract my message on the Revdex.com complaint board.I explained to him that weeks had passed and Diego had not called me back more than 10 phone calls were made over a two week period to get someone out here to check the system. The next question I had was the fact that even if Brian could not find the leak does that make any difference when gas has to be added both for my pocket book and the damage to the environment. Just fix the leak don't try to hide the fact that you had to recharge the system. Logic dictates a closed system will not leak, fix the leak and I will recant my complaint. this system was over $9,000.00 and it was not hard for you to take my check from a permanently disabled man who depends on my environment to be comfortably controlled by your equipment.

Mikey A. provided good service. He was informative, thorough and polite. He was also efficient.

Great service every time.

Pacific Aire has always been professional. Recently had a HVAC service and Dock was very professional and walked me through everything that he did. He spent the time to explain the areas that he felt needed my attention. At the end I was very pleased with his service and his attitude.

Moved to Camarillo three years ago and called Pacific Aire to check out my HVAC system. They sent someone out right away and checked everything. I was extremely impressed with the professionalism and knowledge of the tech.(I spent many years doing similar work on a different type of equipment, but the basics were the same, so I was familiar with the process.) Top notch person and service.

Anthony D was a great technician. Very polite and willing to think of solutions for my heating problems.