Complaints

This profile includes complaints for All A C Service's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  All A C Service

  null Atwater, CA 95301

• 

  All A C Service

  PO Box 312 Livingston, CA 95334-0312

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:08/05/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On June 1, 2021, I contacted the business because my AC wasn't cooling properly. The service person found that freon levels were low. I knew beforehand that you are not supposed to add freon unless you find a leak first. But the service person proceeded to add freon anyways. The unit worked normal now that it was full of freon. But now the unit is not cooling once again. The freon most likely leaked out. On August 5, 2022, I contacted the company and they refuse to make things right. I spent $120 on freon, and $110 on inspection and labor.

  Business Response

  Date: 08/07/2022

  When I inspected the unit in June 2021, the pressures were low and needed freon, I suggested to the customer that a leak check is recommended to find the leak and see if it was fixable - the leak check would have been an additional cost and was refused by the customer - he still wanted the unit to work. I told him, the only thing I can do is to charge the AC to proper freon levels and wash the unit because it was very dirty causing inefficiency. Furthermore, we agreed to set up a second appointment on July 6 so that I can go in the attic to properly fix the AC (for an additional charge), when I called to confirm the appointment he canceled the appointment because the unit was working fine. So I told him, when the unit fails again, to let me know so we can schedule the appointment he canceled. Last Friday, the customer called me and demanded for me to fix the unit for free. I explained to him that an inspection and/or diangnostic for leak check would be $150 for me to go out, he got very upset and aggresive during the call and I informed him that I do not work for free and this job was done more than a year ago - there is no way to tell what, if any, additional issues the unit has since the last check. However, due to his rudeness - I am refusing to provide further services to him as I will not put myself or the business at risk. 

  
  

  Lastly, there was no wrong doing from this business because we can only provide service that the customer is willing to pay for and the type of service has no guarantees as not new parts were installed. Customer was informed that charging was a temporary fix - which is a common procedure in this business.

  
  

  Should you have any questions, please contact me directly at ###-###-####.

  Customer Answer

  Date: 08/09/2022

   I am rejecting this response because:
  
  I knew before the technician arrived that you don't put freon into an ac unit without fixing the leak first. The technician should know that as well. The technician never offered to fix the leak. I would never authorize putting freon without fixing a leak, as this would result in wasted freon and the same problem happening in the future. This sounds like a common scam. The technician proceeded to add freon without ever consulting me about the risks. I deserve to be compensated for the wasted freon at the very least. The reason I got upset is because the business refused to work with me on making things right. They are sticking to their version of the story which is obviously not true. I would have been open to having the technician come out at a discounted rate. But the business refused to negotiate with me. Instead they are sticking to their version of the events, even if they don't make sense. I am upset because of the bad experience, but I want to provide the business the opportunity to make things right.

  
  

  The second appointment that was scheduled had nothing to do with fixing the leak. The technician said that were was possibly a small piece of metal stuck in the lines. Since the unit was recharged and was working properly, that would have been an unnecessary expense. I want to add that I mentioned to the technician that one of the rooms was not cooling properly, even before I had problems with the AC. After recharging, I asked the technician to take a look at the problem and he refused. He said the problem would fix itself. That's why I was hesitant to pay without knowing that the problem was fixed. Afterwards I found the problem was not fixed.

  Business Response

  Date: 08/11/2022

  Unfortunately, this customer NOW does not agree with the way service was provided - over a year ago. As previously stated, the customer refused to pay any additional fees for further services including leak check by canceling the scheduled follow-up appointment.

  
  

  He is asking for a reimbursement or break, but as a company - there was no wrong doing. 

  
  

  During the initial appointment, the customer was informed that the freon would get the unit to work - but that would not fix the problem - for that reason a follow-up appointment was scheduled. The leak check and possible additional duct inspection would require me to go into the attic which during a summer day is higher than 120 degrees, this is the reason a follow up appointment was scheduled in the morning on a different day. Since the customer canceled the appoinment, it was impossible to service the unit any further, again this was not a decision made by the company but by the customer. Charging the freon was the only way to get the unit to work. Additionally, the freon was sold at a discounted rate of $40/lb while other company's charge $75/lb and up (this was just to get it going until the appointment).

  
  

  When I called on June 8th to confirm the appointment on the 9th - the customer refused service by canceling the appointment. In fact, he was told that he could reschedule the appointment for a later date that month/summer or he can call again when the unit failed and I would inspect the unit when he did. In any case, the inspection is for a fee as this is my job - no one goes into work donating their time or materials, it's how we make a living.

  
  

  This customer is falsely complaining, and in his response he stated that I said the "problem would fix itself" - I am a professional and would not make such a comment, otherwise an appointment would not have been scheduled.

  
  

  When he called, he was aggressive and unreasonable in his demands - asking me to go for free and being demeaning to me and my work ethic. I am a business who takes pride in my work and do my best to ensure customers are satisfied in a reasonable manner (you can see that my online rating is exceptional). Unfortunately, I will be excercising my right to refuse further service to this customer as I cannot risk myself or business in such a hostile environment. Furthermore, he has already documented an untrue bad review that is hurting my business.

  
  

  I have a copy of the invoice, but did not upload due to confidential information contained but can provide it upon request from BBB.

  
  

  Unfortunately, there is nothing further to do for this customer since he has refused to pay for further services and I cannot work for him. Feel free to contact me by phone if necessary.