Pacific Aire, Inc.

Anthony D. was our service technician and he was fabulous! Exceptionally helpful; answered all our questions and made four recommendations to improve our heating system. My wife and I decided to proceed with all four of his recommendations because of the clarity in which he provided and the professional sense we both got from him. This company has our business for life! Thank you, Anthony!

Review: We have a state of the art, environmentally friendly Heating and Air Conditioning system installed and maintained by Pacific Aire, Inc. Approximately two years ago, a lightbulb that sanitizes the air going through the system became discontinued and we were advised by a Pacific Aire technician to purchase as many bulbs as we can find on the internet because the company was no longer able to order them. he gave us the information regarding the type and model of the bulb to order.We were able to order three such bulbs. Last year, during a routine maintenance, a Pacific Aire technician replaced the bulb the company previously installed with the bulb that we provided At a maintenance visit yesterday July 16 2015, a Pacific Aire technician named Anthony informed us that we would have to upgrade to a new unit because he is unable to replace the existing bulb with the one we have. In the future, we do not object to upgrading to a new unit after the two bulbs we purchased have been used. However, at this time, the Pacific Aire's behavior seems inconsistent with what we were advised to do by their employees in the past, and we object to being forced to upgrade to a new unit when our current unit is functioning fine with the existing supplies that we were able to purchase on the company's prior advice. We spoke with a person whose name is Miranda. She spoke with the technician, Anthony, about the yesterday's maintenance visit. She also supposedly spoke with her supervisor who refused to speak with us on the phone about this matter - or Miranda so assumed. I was told that the supervisor instructed Miranda to let us know that the company is unable to replace the bulb that that advised us to purchase.The heating and air conditioning unit, and its ability to sanitize the air in our house for allergens, is extremely important to our health as we have a variety of chronic, serious health issues related to pulmonary function. We feel that Pacific Aire is using exploitative, professionally unethical tactics to increase their revenue.Desired Settlement: Replacement of the bulb that is currently needing replacement with the bulb that we will provide.

Business

Response:

We do appreciate your

business and are glad you are enjoying the benefits of an environmentally

friendly system.

In our 24 plus years of

business we always strive to create the best experience with the greatest

possible results while following ethical and transparent business

practices. With that being said, we do not install other peoples parts

because we cannot guarantee or warranty them. To keep in line with

transparency it is against company policy for our employees to do any under the

table work for our customers.

We do value your

business and understand your frustration. The offer for to upgrade the

system at a severely discounted price still stands. We would love to work

while staying true to our policies and procedures.

Thank you,

M[redacted]

Review: On 6/17/13 our fan quit working on our air conditioner. We contacted Pacific Aire who came out. we told [redacted] that the fan shut off and was not working properly. The tech, [redacted] looked at it very briefly and related that he could not replicate the fan issue. However, he located a bad contactor and insisted that we replace the disconnect box as it would solve the problem. He charged us 281.00 for the contactor, 331.00 for the disconnect box. We paid a total of $661.00 and he was here an hour and a half. I told [redacted] that I believed the problem to be the fan motor as my neighbor had to replace his recently. [redacted] related that it would cost another 650.00 and he did not believe that was the problem. Later that night the fan quit working. Attempted to call Pacific Air for two days, 6/18/13 and 6/19/13 each time we were told that the mangers were in the field and would get back to us. I explained our issue and still no call back. In desperation, due to heat, we hired another air conditioner company who fixed the fan for 160.00. Not 650.00, additionally, the tech told us that the parts we had replaced by Pacific Aire should have only cost us 75.00 dollars each at the most. meaning, the contactor, 75.00, the disconnect box 75.00. we were gouged by Pacific Aire for over 661.00 dollars.When their manager [redacted], did call back he refused to provide me his full name and when I explained that we had been gouged and that his tech, [redacted] had not fixed the problem, [redacted] related that we paid for his companies expertise and superior made in the USA products. I asked for a refund of some of the 661.00 and related that his tech had only been here an hour and a half. [redacted] replied," would you feel better if my guy would have stayed there four hours." [redacted] refused to negotiate and I related that he took advantage of us. He said he had nothing else to say. I am filing this complaint because we were taken advantage of and cheated on parts and labor which should have been only a fraction of the cost.Desired Settlement: I desire a partial refund for the parts and labor.

Business

Response:

Pacific Aire stands behind its Technician's finding and work that occurred on June 17th. Our supervisor returned the customer's call on June 19th and left a message. On June 20th they spoke and the supervisor explained that because our Technician did not find the fan motor to be faulty at the time of the appointment, Pacific Aire could not in good conscience replace a functioning part. The Technician did try to duplicate the problem the customer identified, but was unable to do so. All component tests on the motor identified that the motor was working. The Technician told the customer that possibly the bearings of the fan motor might be causing the issue but since he was unable to duplicate the problem he could not recommend changing the motor at that time. During the appointment the Technician did find the disconnect box to be partially melted and, with the customer's approval, replaced it along with a heavily burned and pitted contractor.

We value our customers and the work we provide them and though we "suspected" the fan motor might be going bad, we could not replace it unless we could prove it through tests. Our long list of customers appreciate our integrity in this regard. It's simply how Pacific Aire has done business for the last 23 years.

We are sorry that the fan motor did stop working and would have been happy to replace it for the customer. We are a fully-licensed, reputable Ventura County based HVAC contractor with over 20 years of experience and have a full staff of certified technicians and installers. We have a long list of 100% satisfied customers. We cannot comment on what an unknown competitor thinks of our business or pricing since we have no idea what certifications, training, licenses, quality of products or installation practices they use.

Consumer

Response:

Review: 9604082

I am rejecting this response because:

I was over charged $661.00 parts and labor. I want to be refunded a portion of the outrages prices for both parts which should not have been more then 200.00 period The other business, which correctly fixed the fan motor, that I had brought to the Pacific Air tech's attention, parts and labor for a fan motor 250.00 dollars. The Pacific Aire Tech told me that to replace a fan motor would cost me $650.00. Clearly they are gouging customers under the guise of superior parts. I want a refund of several hundred dollars.

Regards,

Mi[redacted]

Anthony was very prompt, professional and friendly.

Five star review for Anthony, the service technician who visited my home today.

It is my opinion that this service technician was very deliberate in his check points.

Also very clear in explaining the function of key parts to my a/c unit.

Frederick was very helpful and professional. He spent over two hours at our home and was very thorough. He gave us safety recommendations for the future which we greatly appreciated. We will definitely request him if we need future help with our heating or cooling systems.

Review: I purchased a UVDI system warranty which covered the unit. The unit was replaced during a recent service call. The charge was $330.00 to plug the part back into the heating/air conditioning unit and took at most about 10 minutes. I place three phone calls to the company for additional information and none were returned.Desired Settlement: When I placed the first call, I was told the individual was in a 2 hour meeting. I rescheduled my afternoon so I could be here for a return call. That never happened. I have spent more time trying to get a call back than it took to plug the unit in. Therefore I would like a reversal of the entire $330.00 charge.