Complaints

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:04/13/2023

  Type:Billing Issues
  Status:

  ResolvedMore 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 December 15, 2022, SCHAEF Air came out between 12-2 pm and fixed the heater. On December 17, 2022, SCHAEF Air came back out to fix our heater again because it did not work. They claimed they fixed it and charged $122. The HVAC rep claimed that it is under warranty and would not have to pay any additional fees due to it being the same ticket. They could not figure what was wrong so they decided to order a new motherboard which the receipt reflected retro fit kit. They came back on December 23, 2023 and installed the retro fit kit. It would light up but would not stay lit. They decided to order the new flame sensor and hot surface igniter. On the receipt, it shows that they installed it on 1/18/23. The company sent a bill two months later for $503, without any explanation. We questioned the bill and she sent a new bill of $381. She claimed that we paid the initial $122. However, she told my husband that the discount was for the motherboard and igniter because it was under warranty. I requested an itemized receipt, which did not reflect installation for four different visits for the same problem. The receipt also charges for ADDITIONAL LABOR CHARGE FOR PROCESSING WARRANTIES at $76. I am questioning their business practices as they charged every time they attempted to fix the problem. I question if they pretended to fix the problem so they can come out several times to create additional labor charges. We paid labor costs to fix the problem the first time at $122. Why did I continue to pay for labor charges for something they did not fix? Also, why was I charged for additional labor charge for processing warranties? I would like this company to be investigated for illegal billing labor charges and practices? Initial, they charged us for the parts when it was under warranty. Then, she removed the $122 claiming that was for parts. I would like a refund for $381. Also, the bill was dated 12/23/22 but sent 3/15/23. It was sent two months later.

  

  Business Response

  Date: 04/18/2023

  To Whom it may concern, 
  I am responding to a complaint made on 4/15/23 by ****** ******
  regarding the service we provided for our customer ****** ******. 
  On 12/15/22 a Schaef Air Service Tech was dispatched to ******
  ******'s home at his request for the complaint of No Heat. This is our first
  encounter with Mr ******. His Furnace was installed by another company however
  they were unable to reach the company. Upon arrival adjusted the gas pressure.
  Tested unit for proper furnace operation. Unit was working as it should when
  our tech left the home. $122.00 was the service charge and paid in full by
  ****** ******. 
  12/22/22 We returned back to the residence after receiving a
  call from Mr. ****** stating the unit was not blowing heat. Upon arrival it was
  found the unit needed parts. note the Furnace was under manufacturer warranty. Schaef
  Air ordered the parts through our parts distributor, and some were on back
  order.  NO CHARGES BILLED
  1/13/23
  Picked up parts and returned to install. Once the Retro fit kit was installed
  the flame sensor also had an issue. NO CHARGES BILLED 
  1/18/23
  Picked up parts and returned to install flame sensor and glow plug. Unit is now
  working as it should. $503.00 Charged
  1/31/23 We had not received payment so I emailed Invoice ******
  through QuickBooks with no response. (this is date stamped in Quickbooks)
  on 3/16/23 I emailed the invoice again. I received a call back
  from ****** ****** questioning the invoice. He was questioning the amount I
  reviewed the technicians notes and was able to apply the $122.00 from the first
  visit which then brought down the total due $381.00. Mr ****** stated he agreed
  and that his wife would be calling with a credit card for payment. 
  Received a call from ****** Gordon asking for a breakdown of
  charges on the invoice. I provided her with a breakdown of charges. We spoke
  over the phone I offered to take payment by credit card. She declined stating
  she would mail a check. 
  3/24/23 No Payment received - emailed Invoice and left phone
  message. 
  4/15/23 Mr ****** ****** called in credit card payment.
  Mentioned nothing about being unhappy. 
  All communication was with ****** ****** up until the end
  when final payment was due. I do not believe ****** Gordon understands
  everything that was done for us to obtain the parts and file the defective
  parts for warranty. Schaef Air did not install this system therefore there was
  no labor warranty. The furnace was fixed and working on our last visit when the
  charges were given to ****** ******.
  I am also asking this complaint be removed from our company
  profile as it is not coming from the actual customer. Please let me know if you
  have any questions or need additional information. 

• Initial Complaint

  Date:12/13/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  Bought AC 7/5/21 but never worked (****** said bad part caused all fluid to leak out). Received loaner after hot summer was over. After almost 6 months I still don’t have a new AC. Want refund since company c***ot be trusted to honor their warranty or do future repairs in a timely m***er.

  

  Business Response

  Date: 12/17/2022

  Good Afternoon,

  
  

  I am writing in response to the complaint issued by Mr and Mrs ******. 

  I have also cc'd Mr and Mrs ****** in this messge for thier records.

  
  

  In  July of 2022 Mr and Mrs ****** purchased a new Amana PTAC through the wall heating and cooling unit from ****** Air. At the time of install it was tested and was working as it should. 

  In Aug of 2022 we recieved a call stating the unit was not cooling, we dispatched a service technician and the unit was found to be low on refrigerant. 

  Upon ordering the parts needed for the repair it was found the manufacturer had a national shortage of reversing valves. There were also no Amana units available for purchase at this time. 

  As soon as one of ****** Air's used units became available we uninstalled Mr and Mrs's ******s newly purchased unit and gave them one of our "loaner" units so they would have cooling and heating. 

  To this day we have not recieved the valves. 

  We have been in contact with Mr and Mrs ****** throught the months however I understand thier frustration with the situation and would like their unit returned to them. 

  
  

  We are finally expecting our order of new Amana PTACS and have promised Mr and Mrs ****** a new Amana PTAC to be installed within one week at no additional cost to them. 

  I also offered them a full refund and they optied for the new unit as long as we install in the mentioned time frame. 

  
  

  Please take this in consideration when reviewing this customer complaint. We at ****** Air strive to provide good customer service and enjoy taking good care of our customers now and for years to come. 

  
  

  Let me know if you have any questions or need additional information. 

  
  

  Best regards, 

  *** *******, Office Manager