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:09/30/2024

  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.

  In July of 2024 Abbott air replaced a compressor in our air conditioner, it was covered under warranty since the unit itself was new in 2020. We still had to pay $1765.30 for the labor and a disconnect. September 27, 2024 the same compressor went bad, Abbott Air has told us that it is not covered under warranty because it was an act of nature. I ask them what act of nature caused this. They said electricity going on and off. I informed him that we did not experience that. They said it didn't matter because of the date. I also surveyed my neighbors and found that no one else experienced the loss of compressor or any other electric related losses. Abbott Air informed me that it must have just affected our unit. the price the quoted to replace the compressor is $2800.00. This had to be a defective part or improperly installed in July. I now have no choice but to order a new one and pay the price. But I am seeking full refund and hope this action will be enough to resolve this dispute and prevent any type of legal action. Thank you for your consideration

  Business Response

  Date: 10/16/2024

  Dear BBB,

  We appreciate the opportunity to respond to the customer's concerns. On July 5, 2024, the customer reported that their air conditioner wasnt cooling. We promptly replaced the compressor under the manufacturer's warranty, with the labor and necessary parts charged accordingly. Photos taken at the time show the system was functioning correctly after the installation.We had no communication from the client before the 27 September 2024 that the system was not working.

  On September 27, 2024, following Hurricane ****** (which came trough on the 26th), the customer reported the unit tripping the breaker. Upon inspection, our technician found that the compressor had shorted internally due to power surges from the storm. Unfortunately, the manufacturer denied warranty coverage, as the failure was classified as an "act of nature."
  We reached out to the manufacturer to advocate on the customers behalf but were unable to secure a different outcome. We also attempted to contact the customer for further resolution, but they have since chosen to proceed with another contractor.
  We remain committed to working with the customer to resolve any remaining concerns and appreciate their understanding of the situation.
  Sincerely,
  Abbott Air Inc.

  Customer Answer

  Date: 10/22/2024

   
  Complaint: 22348619
  
  I am rejecting this response because:  One of the other HVAC companies that concluded that the failure of the compressor had a ZERO percent chance of being storm related, contacted the same manufacture that Abbott claims to have contacted, and immediately received an approval for the part to be covered under warranty. The conclusion by a very experienced technician was that it was starved for coolant and that caused the damage to the compressor. This leads him to believe that something was not correctly done when it was replaced  in July.
  
  Sincerely,
  
  ****** ******