The AC Team Heating & Cooling

Thank you for being a loyal customer!

thank you for your business! We would love the same review on the other sites as well! G oo gle and Ye lp!.

This customer is claiming that our crew "damaged" his property. This is not the case in any ways shape or form. He was educated to the fact that in order to install a new furnace and coil into his attic, the scuttle hole (the opening in the ceiling that allows access to the attic) would have to be opened up larger in order to fit the equipment into his attic as the existing equipment was installed at the time that the house was a skeleton of framework. Mr *** met with the other owner Nick who he mentions and this was explained to him in depth. Mr. even asked Nick if there was a way that the scuttle hole could be opened up in another location in order to save him money. Increasing the size of the scuttle hole is necessary in roughly 75% of the cases in new equipment installations in existing homes. Mr. M home was one of those cases. We are an HVAC company. We do not provide drywall repairs when necessary to open the scuttle hole larger. We inform all of our clients that we do not perform this work. Mr. was not an exception. He was told clearly on several occasions that we would not be responsible for the drywall work to refinish the necessary expansion of the scuttle hole. Mr. admits in hos own complaint narrative that he was "under the impression" that we were going to fix it. At no point in time was he told we would, nor was the invoice that he was issued offers this repair.

Again, his home was not DAMAGED, his home was ALTERED and it was an absolute necessity.

During emails to myself (Erin O) Mr. attempted the ultimatum approach in which he threatened to leave complaints as well as hold back any referrals of our company if we didnt reimburse him because he was "under the impression." Again, Mr. was told under NO uncerrain terms by Nick H that we do not provide this service and that he should contact his handyman to make this repair and he agreed that he would.

This is an exact cut and paste of some of his emails in which he threatened adverse action if we didn't cowtow to his demands of reimbursement of his handyman expenses.

June 14, 2019

I am really disappointed. When Nick left we had a conversation about the hole and it was my impression that I would be reimbursed.

You have lost any and all referrals that I would have made going forward.

June 16, 2019

I have no issues with Nick and his team for the installation of the HVAC. They were very professional and kept me informed throughout the entire process. This can say honestly to anyone inquiring about the AC Team’s quality of workmanship.

(If the customer is in fact not happy and filing a complaint accusing us of damaging his property, why would he email this?)

same email....

Now let us get into the issue I have raised. That issue is Disclosure. As a Realtor and real estate instructor, Disclosure is a very material fact. I teach a class in Disclosure which required me to do extensive research into the ramifications when one party fails to Disclose. In the vast majority of

Now let us get into the issue I have raised. That issue is Disclosure. As a Realtor and real estate instructor, Disclosure is a very material fact. I teach a class in Disclosure which required me to do extensive research into the ramifications when one party fails to Disclose. In the vast majority of cases that either came before an arbitration board or before a judge in a court proceeding, the party that failed to Disclose loses. Disclosure may be meaning less to your industry. That I do not know. However, it is important for me to point out to you that no where in any paperwork you gave me did you Disclose that The AC Team would not be liable for any damage to a homeowner’s house caused by the AC Team during the installation or repair of a HVAC system. This Disclosure is a Material Fact when it comes to taking a decision on accepting your estimate or not. Your failure to Disclose this information to me prior to my agreement to move forward with the AC Team in the replacement of my HVAC system, allows me to seek reimbursement for the costs associated with the repairs made from the damage caused by the AC Team.

I have many choices on how I follow up on this when the N-10 days expires at 11:59pm on 6/24.

According to your website you write: At The AC Team Heating & Cooling, LLC our integrity always come before profits. I am asking you to live up to your integrity and reimburse me for the expense I incurred in repairing the damage caused by the AC Team during the installation. Then we can move on and I can highly recommend the AC Team.

I am not going away.

The ball is in your court to demonstrate your integrity which comes first before profits.

-------

Mr *** was given ample opportunity to stop the job from moving forward when he met with Nick and they discussed the scuttle hole issue in person extensive and he was told that we would NOT be repairing the hole once finished. His claim that he had no "disclosure" prior to moving forward is nothing short of a lie. In his above email he threatens "Many Choices on how (he) follows up on this when (his self imposed deadline passes)" Then follows that up by basically saying "pay me and Ill refer your company." Im not sure but I think thats blackmail.

Mr *** is claiming that I am refusing to "engage in an open and honest discussion." This is also not the case as his idea of "open and honest discussion" is my company sending him a check for the drywall repairs that he was "under the impression" he would be getting reimbursed despite the fact that he was clearly told by Nick on site that we would NOT be responsible for the necessary scuttle hole expansion.

Regards,

Erin J. O

This customer is claiming that our crew "damaged" his property. This is not the case in any ways shape or form. He was educated to the fact that in order to install a new furnace and coil into his attic, the scuttle hole (the opening in the ceiling that allows access to the attic) would have to be opened up larger in order to fit the equipment into his attic as the existing equipment was installed at the time that the house was a skeleton of framework. Mr *** met with the other owner Nick who he mentions and this was explained to him in depth. Mr. even asked Nick if there was a way that the scuttle hole could be opened up in another location in order to save him money. Increasing the size of the scuttle hole is necessary in roughly 75% of the cases in new equipment installations in existing homes. Mr. M home was one of those cases. We are an HVAC company. We do not provide drywall repairs when necessary to open the scuttle hole larger. We inform all of our clients that we do not perform this work. Mr. was not an exception. He was told clearly on several occasions that we would not be responsible for the drywall work to refinish the necessary expansion of the scuttle hole. Mr. admits in hos own complaint narrative that he was "under the impression" that we were going to fix it. At no point in time was he told we would, nor was the invoice that he was issued offers this repair.

Again, his home was not DAMAGED, his home was ALTERED and it was an absolute necessity.

During emails to myself (Erin O) Mr. attempted the ultimatum approach in which he threatened to leave complaints as well as hold back any referrals of our company if we didnt reimburse him because he was "under the impression." Again, Mr. was told under NO uncerrain terms by Nick H that we do not provide this service and that he should contact his handyman to make this repair and he agreed that he would.

This is an exact cut and paste of some of his emails in which he threatened adverse action if we didn't cowtow to his demands of reimbursement of his handyman expenses.

June 14, 2019

I am really disappointed. When Nick left we had a conversation about the hole and it was my impression that I would be reimbursed.

You have lost any and all referrals that I would have made going forward.

June 16, 2019

I have no issues with Nick and his team for the installation of the HVAC. They were very professional and kept me informed throughout the entire process. This can say honestly to anyone inquiring about the AC Team’s quality of workmanship.

(If the customer is in fact not happy and filing a complaint accusing us of damaging his property, why would he email this?)

same email....

Now let us get into the issue I have raised. That issue is Disclosure. As a Realtor and real estate instructor, Disclosure is a very material fact. I teach a class in Disclosure which required me to do extensive research into the ramifications when one party fails to Disclose. In the vast majority of

Now let us get into the issue I have raised. That issue is Disclosure. As a Realtor and real estate instructor, Disclosure is a very material fact. I teach a class in Disclosure which required me to do extensive research into the ramifications when one party fails to Disclose. In the vast majority of cases that either came before an arbitration board or before a judge in a court proceeding, the party that failed to Disclose loses. Disclosure may be meaning less to your industry. That I do not know. However, it is important for me to point out to you that no where in any paperwork you gave me did you Disclose that The AC Team would not be liable for any damage to a homeowner’s house caused by the AC Team during the installation or repair of a HVAC system. This Disclosure is a Material Fact when it comes to taking a decision on accepting your estimate or not. Your failure to Disclose this information to me prior to my agreement to move forward with the AC Team in the replacement of my HVAC system, allows me to seek reimbursement for the costs associated with the repairs made from the damage caused by the AC Team.

I have many choices on how I follow up on this when the N-10 days expires at 11:59pm on 6/24.

According to your website you write: At The AC Team Heating & Cooling, LLC our integrity always come before profits. I am asking you to live up to your integrity and reimburse me for the expense I incurred in repairing the damage caused by the AC Team during the installation. Then we can move on and I can highly recommend the AC Team.

I am not going away.

The ball is in your court to demonstrate your integrity which comes first before profits.

-------

Mr *** was given ample opportunity to stop the job from moving forward when he met with Nick and they discussed the scuttle hole issue in person extensive and he was told that we would NOT be repairing the hole once finished. His claim that he had no "disclosure" prior to moving forward is nothing short of a lie. In his above email he threatens "Many Choices on how (he) follows up on this when (his self imposed deadline passes)" Then follows that up by basically saying "pay me and Ill refer your company." Im not sure but I think thats blackmail.

Mr *** is claiming that I am refusing to "engage in an open and honest discussion." This is also not the case as his idea of "open and honest discussion" is my company sending him a check for the drywall repairs that he was "under the impression" he would be getting reimbursed despite the fact that he was clearly told by Nick on site that we would NOT be responsible for the necessary scuttle hole expansion.

Regards,

Erin J. O

From Mr.… with my input
underlined.The only item that I agree with Mr. O is that
yes, I was informed that the scuttle opening would have to be enlarged. When
Mr. met with Mr. H DURING HIS INITIAL MEETING WITH ME days prior to
installation taking place. Mr. H showed up to do what we call a
pre-installation check measure and site visit. This gives our team an idea of
what materials to bring and what special circumstances are present. He seems to
forget this. So mentioning that other AC companies didn’t mention it and if I
had he would have “halted our meeting” is not only irrelevant but also a lie. Other
AC companies send sales guys. Sales guys aren’t install technicians. I am not
an install technician. That’s why we send a install technician prior to the
install to go over everything with the homeowner. (In this case, it was the
other owner of the company Mr H) Mr *** had this chance and conveniently
forgets that it was during this meeting that not only was he educated about it,
but he was informed that we don’t repair scuttle hole alterations. With
Mr. O sitting across from me at my dining room table discussing the
equipment he was offering and pricing for said equipment at no time did Mr. O disclose that
the AC Team would not accept liability for any damage or reimburse me for any
damage caused by The AC Team. Mr. can continue to
blame us for damaging his house and claim we refuse liability as much as he
would like but at no time did we “damage” anything nor did we refuse liability.
He was informed prior to the work starting that the scuttle hole needed to be
adjusted and he did NOT call the other AC companies he references. He moved
forward with us. Disclosure
of Material Facts are what consumers like me use in order to take a decision to
move forward in hiring a contractor or any other purchase. If he had disclosed
this material fact, I would have halted our meeting. I did
have 2 other quotes from competitors. Neither had mentioned any need to enlarge
the scuttle opening in order to install the new HVAC system. I would have gone
back to them to verify they would not have to enlarge the scuttle opening to
install the new HVAC system. Weird,
he claims he was told by us that the hole needed to be expanded, then says
above that neither of the other two companies mentioned it and that he would
“have gone back to them to verify…” but he didn’t. He moved forward with The AC
Team. I wonder why he says he would have verified with the other companies, but
he didn’t. I wonder if Mr. is even aware of the fact that hes
condtradicting himself in his own narratives. If
they did have to enlarge the scuttle what is their policy on making repairs. See
above underlined comments. Upon
completion of the install, I spoke with Mr. H (partner) who oversaw the
install. Yes,
as well as prior to the install where he was explained to by Mr. H that we
don’t make drywall repairs. Mr. even was asking about making the scuttle
hole in another location in order to save him money on the repair that he was
informed that The AC Team would not be making. Where
there had been a scuttle opening now there was a trash bag stapled to the
ceiling. I asked him about the repair to the hole in my ceiling. He said he
could try to repair the damage and it would be an additional $350 charge.So
Mr. admits that he was informed that we charge for this repair and he
opted against paying us the $350? Had he paid this fee, we would have hired a
drywall specialist. I am sorry but try is not good enough. Mr.
H*** is a highly skilled proficient HVAC person who I have the highest
regards for. No offense to Mr. H, but if I need any drywall repairs, I
would not be hiring Mr. H. I suggested that we can use my handyman who is
skilled and proficient in drywall repairs. He agreed that we should bring in my
handyman. Based on that conversation I was left with the impression that The AC
Team would reimburse me for the dry wall repairs. Again,
Mr. was “left with the impression.” Im
sorry but this isn’t a basis for a valid complaint at any time with any
company. Mr. was provided
EXACTLY what he paid for. He was provided NOTHING that he didn’t pay for. Mr.
Moore is a real estate agent by trade that lives and dies by the simple
contract law of “if it’s not in writing, it doesn’t happen” yet now that that
very clear contract law doesn’t suit his agenda, then it becomes all about what
he was “under the impression.” I am confused by his interpretation of what hes
entitled to based on what side of the table he is on. I
moved forward and had my handyman come in and make the repairs. He spent dome 6
hours repairing the drywall and repairing the scuttle in order to reuse it. His
cost was $250.Seems
like this is cheaper than the $350 we would have charged that he declined. I then sent a copy of his invoice to me and a
photo of the completed project along with my invoice to the AC Team for
reimbursement. On
June 14 is when I was informed for the first time that the AC Team would not
accept any liability for the drywall and scuttle repairs. Per
6/14 email from Mr. O: We are
not responsible for drywall and scuttle hole repairs. Because of this and the
fact that your invoice doesn’t reflect that we would be responsible for that
repair, the cost of that repair is yours. This is correct. We itemize everything that
customers get on all of our invoices and his doesn’t reflect that we would be
repairing the drywall. So again, Mr. was provided with everything he paid
for and nothing that he didn’t pay for there is a document that’s filled out at
the customers home of what they can expect to receive for the cost that is
agreed to. This document is called an Installation checklist. While I cannot
find the exact document that Mr. signed, so I have included a blank copy
of this form. Youll notice that nowhere on this checklist does it specify
“Drywall Repairs.” The reason for this is simply because we DO NOT EVER PROVIDE
IT. What you will see is the words “Trim removal and repair.” This is the trim
that’s nailed to the scuttle hole that typically holds the lid in place. In
most cases, when we remove this, we are able to get the new equipment in. When
we remove that, we replace it. It is made out of the same exact material as
door casing. This is why it exists on the checklist and we check the box on
this item in 95% of the cases. Since I cannot find the exact form Mr.
signed, I will concede that I checked this box. I further concede that we would
have repaired this trim around his scuttle hole. Since much more than that trim
was removed, we were unable to repair trim that didn’t exist any longer. In a
further email 6/16 email from Mr. O: You were NEVER told in writing or otherwise that we were going to pay
for the drywall repairs. I
take this statement to be that they never disclosed the material fact that The
AC Team would not accept liability for the dry wall and scuttle repairs. This
was disclosed in person by Mr. H prior to the work starting in which Mr.
Moore had a chance to stop the work, postpone the work while investigating his
options with other AC companies he spoke to or anything else he wished to do.
He didn’t. He moved forward with us. It
seems that I and The AC Team are at an impasse. No.
We are not at an “Impasse.” I am simply not going to cow tow to Mr.s
demands for reimbursement under any circumstances. He was told very clearly
prior to the job starting. He had options. He had information. He made his
choice and now feels entitled to more. I learned a long time ago that you
simply cannot please everyone and Mr. is one of those people. Erin J OOwner, The AC Team Heating & Cooling LLC

From Mr.… with my input
underlined.The only item that I agree with Mr. O is that
yes, I was informed that the scuttle opening would have to be enlarged. When
Mr. met with Mr. H DURING HIS INITIAL MEETING WITH ME days prior to
installation taking place. Mr. H showed up to do what we call a
pre-installation check measure and site visit. This gives our team an idea of
what materials to bring and what special circumstances are present. He seems to
forget this. So mentioning that other AC companies didn’t mention it and if I
had he would have “halted our meeting” is not only irrelevant but also a lie. Other
AC companies send sales guys. Sales guys aren’t install technicians. I am not
an install technician. That’s why we send a install technician prior to the
install to go over everything with the homeowner. (In this case, it was the
other owner of the company Mr H) Mr *** had this chance and conveniently
forgets that it was during this meeting that not only was he educated about it,
but he was informed that we don’t repair scuttle hole alterations. With
Mr. O sitting across from me at my dining room table discussing the
equipment he was offering and pricing for said equipment at no time did Mr. O disclose that
the AC Team would not accept liability for any damage or reimburse me for any
damage caused by The AC Team. Mr. can continue to
blame us for damaging his house and claim we refuse liability as much as he
would like but at no time did we “damage” anything nor did we refuse liability.
He was informed prior to the work starting that the scuttle hole needed to be
adjusted and he did NOT call the other AC companies he references. He moved
forward with us. Disclosure
of Material Facts are what consumers like me use in order to take a decision to
move forward in hiring a contractor or any other purchase. If he had disclosed
this material fact, I would have halted our meeting. I did
have 2 other quotes from competitors. Neither had mentioned any need to enlarge
the scuttle opening in order to install the new HVAC system. I would have gone
back to them to verify they would not have to enlarge the scuttle opening to
install the new HVAC system. Weird,
he claims he was told by us that the hole needed to be expanded, then says
above that neither of the other two companies mentioned it and that he would
“have gone back to them to verify…” but he didn’t. He moved forward with The AC
Team. I wonder why he says he would have verified with the other companies, but
he didn’t. I wonder if Mr. is even aware of the fact that hes
condtradicting himself in his own narratives. If
they did have to enlarge the scuttle what is their policy on making repairs. See
above underlined comments. Upon
completion of the install, I spoke with Mr. H (partner) who oversaw the
install. Yes,
as well as prior to the install where he was explained to by Mr. H that we
don’t make drywall repairs. Mr. even was asking about making the scuttle
hole in another location in order to save him money on the repair that he was
informed that The AC Team would not be making. Where
there had been a scuttle opening now there was a trash bag stapled to the
ceiling. I asked him about the repair to the hole in my ceiling. He said he
could try to repair the damage and it would be an additional $350 charge.So
Mr. admits that he was informed that we charge for this repair and he
opted against paying us the $350? Had he paid this fee, we would have hired a
drywall specialist. I am sorry but try is not good enough. Mr.
H*** is a highly skilled proficient HVAC person who I have the highest
regards for. No offense to Mr. H, but if I need any drywall repairs, I
would not be hiring Mr. H. I suggested that we can use my handyman who is
skilled and proficient in drywall repairs. He agreed that we should bring in my
handyman. Based on that conversation I was left with the impression that The AC
Team would reimburse me for the dry wall repairs. Again,
Mr. was “left with the impression.” Im
sorry but this isn’t a basis for a valid complaint at any time with any
company. Mr. was provided
EXACTLY what he paid for. He was provided NOTHING that he didn’t pay for. Mr.
Moore is a real estate agent by trade that lives and dies by the simple
contract law of “if it’s not in writing, it doesn’t happen” yet now that that
very clear contract law doesn’t suit his agenda, then it becomes all about what
he was “under the impression.” I am confused by his interpretation of what hes
entitled to based on what side of the table he is on. I
moved forward and had my handyman come in and make the repairs. He spent dome 6
hours repairing the drywall and repairing the scuttle in order to reuse it. His
cost was $250.Seems
like this is cheaper than the $350 we would have charged that he declined. I then sent a copy of his invoice to me and a
photo of the completed project along with my invoice to the AC Team for
reimbursement. On
June 14 is when I was informed for the first time that the AC Team would not
accept any liability for the drywall and scuttle repairs. Per
6/14 email from Mr. O: We are
not responsible for drywall and scuttle hole repairs. Because of this and the
fact that your invoice doesn’t reflect that we would be responsible for that
repair, the cost of that repair is yours. This is correct. We itemize everything that
customers get on all of our invoices and his doesn’t reflect that we would be
repairing the drywall. So again, Mr. was provided with everything he paid
for and nothing that he didn’t pay for there is a document that’s filled out at
the customers home of what they can expect to receive for the cost that is
agreed to. This document is called an Installation checklist. While I cannot
find the exact document that Mr. signed, so I have included a blank copy
of this form. Youll notice that nowhere on this checklist does it specify
“Drywall Repairs.” The reason for this is simply because we DO NOT EVER PROVIDE
IT. What you will see is the words “Trim removal and repair.” This is the trim
that’s nailed to the scuttle hole that typically holds the lid in place. In
most cases, when we remove this, we are able to get the new equipment in. When
we remove that, we replace it. It is made out of the same exact material as
door casing. This is why it exists on the checklist and we check the box on
this item in 95% of the cases. Since I cannot find the exact form Mr.
signed, I will concede that I checked this box. I further concede that we would
have repaired this trim around his scuttle hole. Since much more than that trim
was removed, we were unable to repair trim that didn’t exist any longer. In a
further email 6/16 email from Mr. O: You were NEVER told in writing or otherwise that we were going to pay
for the drywall repairs. I
take this statement to be that they never disclosed the material fact that The
AC Team would not accept liability for the dry wall and scuttle repairs. This
was disclosed in person by Mr. H prior to the work starting in which Mr.
Moore had a chance to stop the work, postpone the work while investigating his
options with other AC companies he spoke to or anything else he wished to do.
He didn’t. He moved forward with us. It
seems that I and The AC Team are at an impasse. No.
We are not at an “Impasse.” I am simply not going to cow tow to Mr.s
demands for reimbursement under any circumstances. He was told very clearly
prior to the job starting. He had options. He had information. He made his
choice and now feels entitled to more. I learned a long time ago that you
simply cannot please everyone and Mr. is one of those people. Erin J OOwner, The AC Team Heating & Cooling LLC

Thank you for the review!

Thank you sir! We appreciate that review!

Thank you VERY much for the review!

Thank you for the review!

Thank you for the review!