Pride Air Conditioning & Heating Services Inc.

Pride Air Conditioning and Heating Services has come to our rescue many times over the last years of our relationship with them They continuously excell and resolving heating and air condtioning issues promptly, accurately, and professionally We have used them to have our air ducts cleaned, maintain our systems and theyve installed a new air conditioning unit when our old when no longer worked This week, our capacitor stopped working and we had no AC on a degree day They were here within hours of our call and the problem was fixed within an hour Weve yet to have a problem that they can't handle, and they do it so fast We cannot say enough good things about them In addition, the staff and the owner(who has also come for some issues) are wonderful, friendly, knowledgable and always courteous The pricing has always been very reasonable and we've always felt that we've been given great service for cost We love Pride Air and Heating Thank you Fred M*** and staff

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because:The original quote that this business emailed me didn't indicate that any of the itemized costs were optional or indicate they were willing to negotiate the total cost.   
Regards,
[redacted]

[redacted], I have reviewed your complaint and listened to the voice recording with Cayla on the 03/09. The estimate that was sent ([redacted]) is just that a estimate. It is up to your warranty company to decide what is covered or not. In the estimate that was sent I see no duplicate charges that you...

speak of on the estimate. Your existing equipment is form 1992 and the specifications and sizing has changed a lot since then, so sheet metal is required to make a air tight seal. Equipment Pad : Is needed because the new heat pump is larger and heavier that your unit now. Not changing it can cause the unit to be unstable and shift over time. Sheet Metal : For a air tight connection a new return box and supply connections have to be made.If you current have a ** trap water safety (Code #307.2.3.1) then it would be installed and taken off of the charges, as explained in the phone conversation you had with CaylaDisposal : If you decide to disposal of the equipment yourself it most be disposed of property as it contains hazardous materials, and must be taken to a approved disposal facility. That charge would be removed.Recovery : the existing refrigerant in the system must be removed by a EPA approved device so the refrigerant doesn't leak to the atmosphere.Locking caps : ( code # 1101.10) is required by code to lock the service valve ports to remain locked unless a license technician removes them. The Thermostat is only a option to upgrade, when a new system is being installed we always recommend upgrading the thermostat to enhance your system , purchasing it is your option. Electrical disconnect : Your electrical disconnects are always from 1992 and can wear out over time causing failure to new equipment . I hope this has help understand the estimated charges for you. No payments have been charge or will be charged on any estimated work until it has been approved by the customer. We will always give the customer the option to decline certain services if they feel they have the ability to do on their own. We by no means are taking advantage of our customers, warranty companies only pay for the equipment and basic labor to install equipment, if your policy with them doesn't cover specific items that is something that you have to take up with them concerning your policy. Pride A/C & Heating Service Co Inc..

Pride serviced **. [redacted]'s home on 11/25/2013, the diagonistics was that the inducer motor blade was broken. and locked up the motor. As noted on the service invoice that was signed by the home onwer the furnace was very dirty and over heating. When this Gas Furnace over heats it causes the...

plastic parts of the inducer motor to fail. This information ,and photo's where  given to the Warranty company AHS , the warranty company made the decession not to prove the repair.  Pride quoted the inducer assembly to be replaced not just the wheel replacement, when these wheels breaks it causes the shaft of the motor to sometimes go out of balance and the new wheel may fail again, so it is best to replace the motor assembly to prevent futhur problems. 
Pride has done nothing to justify this complant. We give the information and photos to the warranty company and they decide on coverage based on the type of policy the customer has with them.
[redacted]
Pride A/C & Heating

Review: Pride AC/Heating was contracted to inspect the proper working order of the heating/cooling units in a home we were purchasing. Within 1 day of ownership of the home, the furnace unit in the basement was leaking water onto the floor. We immediately contacted a HVAC unit to come to our home and within 30 seconds of looking at the furnace stated that "it is very obvious what the problem is". He said "the conduit line running from the pump attached to the AC/furnace unit is undersized causing the pump to short out. We paid $600.00 for them to run a new copper condensate line and replace the condensate pump. Our second unit upstairs stopped working this week March 4th,2013. We have had 2 HVAC companies take a look at it this week and they unanimously state that the air handler is not wired to code, the handler's two lines running into and out of it are not correctly installed. The heat pack that is inside the blower is too big for the unit's power source that it is hooked up to which causes the unit to overheat and trip the breaker.....a fire hazard!!!! The unit is not in working order.....we have no heat! We are asking to be reimbursed $1300 to cover the cost of the repairs. We will be gracious and not ask for the inspection fee to be returned although clearly they didn't perform the work they said they would do.Desired Settlement: We want them to reimburse us 1300.00 to cover the cost of repairs.

Business

Response:

Yes we were contacted to do a Air Conditioning inspection of this property on June 6 2012, 45 days day I received a email that the condensate pump in the property had failed and instead of contacting us to come out and look at the problem this home owner called another company ( whick is fine) , but wants us to pay the bill. The office informed the home onwer that the equipment was in working order at the time of inspection. these pumps, will pump condensate water out multiple times through out the day, and that we can't predict part failure.

then in Feburary we received another email that the heat was not working so again thaey didn't us just think that we should pay the bill when we were contracted to inspect the unit in June.

Review: I purchased a bi-annual air conditioning and heating service contract from [redacted] Warranty ([redacted]) in May 2013. On May 30, 2013, a technician from Pride Air Conditioning arrived at my home to perform preventative maintenance service on both of my air conditioning units. I explained to the technician that both units were working well; however, within the last 10 days it seemed like the upstairs unit was not keeping up with the set temperature as well as it normally does. For example, the unit was set on 71 degrees and it was 74 degrees in the upstairs. After inspecting the units, the technician informed me that the upstairs unit was 1 pound low on freon and I had to pay $75 for the 1 pound to be added. I paid with a check and the technician added the freon. Soon after the technician left I went upstairs and it was 82 degrees. Warm air was blowing out of the vents. I called the technician. He told me to turn the unit off for 15 minutes and then turn it back on and then to call him back. I did so and it did not resolve the problem. It was approximately 4 pm. The technician told me that he was already home for the day and was not coming out but that he may be able to come out the next day on May 31st after he finishes all his services calls. I told him that I would call the office.

I called Pride Air and explained the problem. [redacted], I believe was the representative's name, was rude and told me that she was not going to send anyone out and that she did not have room on the schedule to send anyone out until after 5 pm the following day. I explained that their website says that they have 24 hour service, that their company caused the problem, and I had to work the evening of the 31st so I needed them to come earlier. She said that she would contact the manager and call me back. She called me back shortly and told me that the manager said that they are not sending anyone out until the evening of May 31st. I explained that I had to work and I needed the service in the morning. The representative [redacted] told me that she would call some of the senior technicians to see if anyone could come out in the morning and would call me back. She did not call me back.

Meanwhile overnight on the night of May 30th, morning of May 31st, the downstairs air unit stopped blowing out air.

On the morning of May 31st, I called Pride Air. The representative at this time was very polite and dispatched a technician to my home right away. The technician found that the upstairs unit needed 2 lbs of freon removed and that the downstairs unit was completely frozen over. The technician removed 2lbs of freon from the upstairs unit (the same unit that I paid $75 for a pound to be added the day prior). I have a work order receipt ticket number 21073 stating that the technician removed 2 lbs of freon.

Because the downstairs unit was frozen, another technician had to come out on June 1st. After the technician left on May 31st, the upstairs unit continued to blow out cold air but not much air was blowing out of the vents. Thus, as of the afternoon of May 31st both of my air conditioning units were not working appropriately (the upstairs was barely blowing out any air and the downstairs was frozen over). Mind you, the downstairs unit never had any problems, is a fantastic unit.

On the morning of June 1st, the 3rd technician came out and was not able to tell why the downstairs unit froze over but he inspected it and cleaned it and turned it back on. It has been working since. On the upstairs unit, the technician said that it did not look like the outside fan had been cleaned (which was part of the preventative service that should have been done on the 30th). The technician cleaned and serviced the upstairs unit and found that the motor was not working properly which was causing the air to not blow out strong enough. The technician went to every vent in the home and read the air temperature coming out of the vent prior to leaving my home. They were all reading between 58 and 62 degrees. He told me that he would get the motor ordered and someone would contact me.

As of Monday, June 10th, I had not heard from Pride Air. I called and was told that they would have someone out to my home on Tuesday, June 11th between 11 am and 3 pm. Because I had to work, I found someone to stay at my home during that time. At 3:15 pm I called Pride Air because I had not heard anything. The representative did some checking and told me that the technician was running late and might be able to get to my home in about 45 minutes. I told them that was fine, but I explained that it seemed like poor customer service to not have notified me that no one would be able to come out in the designated timeframe because I did have to get someone to stay at my home. Instead of replying, the line went silent as if the representative hung up on me. I waited and [redacted], the representative from May 30th came on the line and apologized and abruptly told me that the technician was running late. I explained that it was okay and I was on my way home but I was a bit concerned about the customer service and asked if it was their general practice to not keep customer's notified of when a technician was running late. Instead of answering my question, she repeated that someone would be out in about 45 minutes and if that was not okay then I could reschedule. I told her that it was fine.

When the technician arrived at my home, the first thing he said was that he had to collect $75 (for the freon that was added on the 30th). I cannot remember if it was on the 31st of May or the 1st of June when I called Pride Air and explained to them that I would like my $75 for the pound of freon returned to me. I paid for a pound to be added (that did not need to be added) and the 2nd technician had to take out 2 pounds.

In the two years that I have lived in the National Capital Region, every company that I have dealt with for any service at my home has been fantastic, provided great customer service, and been fair about their fees. I do not mind paying the $75 if it was needed, but if the technician had to remove 2 pounds after adding 1, it seems like they owe me $75.Desired Settlement: I would like my $75 payment returned.

Business

Response:

I responded to this complaint when I last receive it from the Revdex.com which I printed and have documentation of. [redacted]'s check was already in procees to be return to him and was mailed the Friday before this compliant came in.

As a stated in the last response to the Revdex.com this needs to be removed from our file as we did nothing wrong and the check was returned within 5 days after it was requested!!

Review: Technician keeps on fixing the AC/Heating unit and the unit keeps on failing. This happened 4 times within 60 days. Interestingly, the first visit was for preventive maintenance.

They did nothing in the first visit. Interestingly in the second visit AC Unit is out of freon gas & in third visit they repaired another part.

After all it gone bad again after 4 services to the AC unit.

After complaining the issue on 6/29/2013 around 10 PM, no body from Pride AC Heating company called the customer. Customer kept on calling the company with no response from technician.Desired Settlement: Please check the AC unit thoroughly and do the appropriate service.

Business

Response:

I have check our system and have no record of this customer with the address given., [redacted]

Daytime Phone: ###-###-####

E-mail: [redacted]

Review: My home insurance company contacted Pride Heating and Air to inspect my furnace that went out in the middle of winter 2013. The technician came to my home, where he inspected the furnace and contacted the insurance company and told them the inducer motor need replacement, and it was damaged due to neglect. Insurance company told me that they would not honor the repairs because they were told by the technician, the damaged inducer motor was my fault. About an hour later, the technician came in my home and give me a written estimate of $968.00 to install a different inducer motor and $45.00 to clean the unit.

After a couple of day, I went online and research cost for inducer motors. In this process, I discovered that I could change the unit myself. I took out the panel of the furnace, trying to identify the inducer motor and noticed pieces of plastic sitting in the motor's housing. I unbolted the housing (5 screws) and took out the broken plastic pieces which I later learned was the inducer fan. I went on [redacted] and bought the exact fan for $30.00. I put on the new fan, tightened all the screws, replaced the panel and the the furnace has been working perfect ever since. This whole process cost me $30.00 and 15 minutes to complete.

I believe Pride heating and Air was trying to con me because they could get more money out of me than they could out of my insurance company. they clearly did not inspect the unit because they would have seen that the inducer an was broken, not the inducer. Shame on Pride heating and Air of [redacted]

Business

Response:

Pride serviced **. [redacted]'s home on 11/25/2013, the diagonistics was that the inducer motor blade was broken. and locked up the motor. As noted on the service invoice that was signed by the home onwer the furnace was very dirty and over heating. When this Gas Furnace over heats it causes the plastic parts of the inducer motor to fail. This information ,and photo's where given to the Warranty company AHS , the warranty company made the decession not to prove the repair. Pride quoted the inducer assembly to be replaced not just the wheel replacement, when these wheels breaks it causes the shaft of the motor to sometimes go out of balance and the new wheel may fail again, so it is best to replace the motor assembly to prevent futhur problems.

Pride has done nothing to justify this complant. We give the information and photos to the warranty company and they decide on coverage based on the type of policy the customer has with them.