Complaints

This profile includes complaints for Aire Serv of the Gold Country's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Aire Serv of the Gold Country

  Valley Spgs, CA 95252-9032

• 

  Aire Serv of the Gold Country

  PO Box 533 Valley Spgs, CA 95252-0533

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:11/25/2024

  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.

  I contacted this company for heating and air they came out and fixed the problem recommended I get a maintenance plan which I did. After my maintenance appointment they told me they had recommended to change a few things which I said no to. After they left our heater stopped working we called them and they wouldnt come fix it because we didnt change the recommended parts they wanted a service fee. We called a different company that told us nothing was done to our system that some cable was disconnected preventing the heater to turn on

  Business Response

  Date: 12/06/2024

  Regarding complaint # ********, I would like to address the customers concerns.
  Mr. ******* called our company for service on 7/15/24 stating his ** unit was not working.
  Our current policy is to inform the customer that a diagnostic fee of $150.00 is charged for the Technician to come out to the customers home and perform a diagnostic inspection that would include an explanation of the problem and a quote for the repair. If the customer chooses to accept our quote and do the repairs at that time, the $150 diagnostic fee is waived.
  The customer agreed to the fee and our technician went to his home. The results of the inspection were that the condenser was not turning because of a failed fuse. The Technician also found that the disconnect was overheating and he recommended replacing the 50 amp disconnect box along with the replaced fuse. The customer agreed to the repair cost of $399.08 so the diagnostic fee of $150 was waived and the repairs were made. The technician also recommended that the customer purchase our Maintenance Plan that provides two tune-ups a year for the price of $250.00. The customer also agreed to our maintenance plan, so the total cost of the service on 7/15/24 was $634.08.
  Mr. ******* did not contact our company again until we called him to schedule his first tune-up with the maintenance plan he had purchased in July. The technician arrived at the customers home on 10/23/24 for maintenance on his furnace. On arrival the technician asked Mr. ******* if he had used his furnace this season. He responded that he had and there were no issues or concerns with the system. The technician set the thermostat to heat,and the furnace had full operation. During the maintenance, the technician found multiple issues and concerns with the furnace and brought them to ********** attention. Mr. ******* was unpleased with the recommendations stating that he was under the impression that the entire system had been inspected on our last visit in July and everything was in working order. The technician explained to the customer that the service that took place in July was for an issue with his ** and that we only diagnosed the problem that he had called us for. It was not maintenance or a full inspection of the entire system. After talking with Mr. ******* about the maintenance plan he had purchased and how it works, providing the customer with two visits a year, typically one before winter and one before summer to ensure reliability, efficiency and safety of the equipment, and that this was the first of the two visits, Mr. ******* refused the recommendations of the technician and asked the technician to leave. The technician apologized for the misunderstanding and departed.
  On 11/4/24, Mr. ******* caregiver ***** called our office to have a technician come out because they had no heat from their furnace. We did not have a same day appointment, but our *** said she would call the next morning with an appointment time. When our customer service representative called on 11/5/24 with the information about an appointment for that day, she reminded Mr. ******* that there would be a $150 diagnostic fee for the appointment, as is our policy, he used extremely foul language and basically told our company to go (Bleep) ourselves. (the call is recorded). 
  On 11/7/24, ***** called again and asked for a copy of the work order and recommended estimates that our technician provided to ********** on 10/23/24 when he was at his home doing the maintenance. Our CSR emailed them to her and mailed a copy to Mr. ******* address.
  There was no further communication between Aire Serv and **********, until we received the complaint from the BBB.
  We are extremely sorry that Mr. ******* was displeased with our pricing policy, and as an act of good faith we are happy to refund ********** for the 2nd half of his unused maintenance plan in the amount of $125.00. We will not refund him for the additional $399.08 as that was for repairs to his ** on 7/15/24 that solved the issue he was having. The ** has been working for the past 5 months due to that repair and has nothing to do with his current heating issue.
  
  Kind Regards,
  Aire Serv of the Gold Country
  PO Box 533
  **************, **. *****