Complaints

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• Initial Complaint

  Date:07/25/2023

  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.

   
  Complaint: 20375668
  
  I am rejecting this response because:

  The company never provided a written assessment of how poorly our system was when they first serviced it in July of 2022.  Please see the attachment where there no notes made by the technician.  Secondly, I doubt a system would last more than 20 years if had not "been maintained at all".  Both units have been maintained annually ( with the exception of the year COVID), which is why they still work.  Attached is a copy of our service agreement from the company that had been servicing the unit before we made the wrong decision to allow Air Logic to service the unit in 2022.  Air Logic repaired the unit that had stopped working in 2022.  We paid them according to what they charged. Air Logic agreed to warrant the part and labor for a year.  If the company felt that it was not in there best interest to service a 20+ year old system then they should not have worked on it to begin with  or not offer the warranty.  When the same unit went out again in 2023 we paid for the trip charge and the cost of the diagnostic because we didn't know why the system stopped work.  Air Logic advised us that it was the transformer that they they had replaced last year but was still under warranty, so they replaced it.  Next the same unit went out two weeks later.  Our issue is that if Air Logic knew they didn't want to service the unit again they should have been upfront with us and not allowed my 80 year old family suffer with no air why they lied continuously about coming back out to check it.  No it was not two month, be we stupidly waited patiently two weeks.  I will be attaching a screen shot of the messages for proof of my written communication directly with the owner, not including the numerous calls that were made to the office and ignored.   

   

  I am having problems with uploading my supporting documents, but I will do so by Monday August 21st.

  Since Air Logic chooses to have unscrupulous business practices when it come to African Americans I am prepared to file  case in small claims court for a judge to determine that it was acceptable for them to lie to a customer and mislead lead them to think you were going to assist them when that was the companies intentions unless we agreed to pay them $10,000 for a new unit that they wouldn't even bother to provide a written quote for.

   

  
  
  Sincerely,
  
  *********************

  gain on 6/2/23 and left the message that if I didn't hear back from anyone I would have no choice but to call another company. I then sent **** the owner a text message directly on 6/5/23 at 8:31 AM and I asked him if he could come out that day to check the unit because I thought it was best to stick with the same company that had been servicing it. **** lied and said he would forward the request to the office for them to set-up the appointment but once again we never heard back from nor anyone at the office. Fortunately we were able to get another company to come out on 6/6/23 and make the repair. They determined that the transformer went out because it needed a fuse and a wire was loose on the outside compressor. The company charged $275. I am requesting to be refunded $120.29 from Air Logic for the cost of the transformer that I had to buy again that was covered under their warranty and the service call for $89 that I charged for on 5/2/23 after failing to properly repair the unit.

  Business Response

  Date: 08/11/2023

  Hello 
  We are very sorry that you feel the way you do about our company. We always try to do best by all of our customers. The first visit we made a good assessment of the 20+ year old system that you have. The system has not been maintained at all. We did recommend at that time the system was in poor condition and needed to be replaced.  (We found and fixed the first problem. It ran fine for almost a year through winter and spring and summer and then went out again. We came back out and replaced the transformer for free. Then we were really busy and you called us. You informed me that you were going to use the home warrantys heating and air company. So after they failed to either show or fix your problem, you contacted us again which was about two months. And we told you at that time to call another company. Im sorry you feel this way, but you came at us like we did something to you wrong. Your system is very old and in very poor condition.We cannot be held liable for every problem that your 20+ year old system has,your system needs a lot of parts which would cost more than the systems worth.(Old systems that have not been maintained have multiple failures) We did repair your unit and the problem that was occurring at the time of service. We found water had been dripping for years into the furnace and thats is where all of the electrical components are located. I have pictures that shows the water damage and rust. That system is very problematic and will continue to fail. We are glad you found a new service company to help keep your system running. Again our apologies to you and your family. Thank you 
  

  Business Response

  Date: 08/18/2023

  ****** your check is in the mail. Full refund. Race or ethnicity has nothing to do with this situation. We have customers of all races, ethnic backgrounds, and cultures that we service and who love us. We are thankful for all of our customers. 

  Customer Answer

  Date: 08/21/2023

   
  Complaint: 20375668
  
  I am rejecting this response because:

   

  The company never provided a written assessment of how poorly our system was when they first serviced it in July of 2022.  Please see the attachment where there no notes made by the technician.  Secondly, a HVAC system would NEVER last more than 20 years if had not "been maintained at all" as stated by the owner of Air Logic.  Both units have been maintained annually ( with the exception of the year 2019 due to COVID), which is why they still work.  Attached is a copy of our service agreement from the company that had been servicing the unit before we made the wrong decision to allow Air Logic to service the unit in 2022.  Air Logic repaired the unit that had stopped working in 2022.  We paid them according to what they charged. Air Logic agreed to warrant the part and labor for a year.  If the company felt that it was not in there best interest to service a 20+ year old system then they should not have worked on it to begin with  or not offer the warranty.  When the same unit went out again in 2023 we paid for the trip charge and the cost of the diagnostic because we didn't know why the system stopped work.  Air Logic advised us that it was the transformer that they they had replaced last year but was still under warranty, so they replaced it.  Next the same unit went out two weeks later.  Our issue is that once Air Logic knew they didn't want to service the unit again they should have been upfront with us and not allowed my 80 year old family suffer with no air why they lied continuously about coming back out to check it.  No it was not two month, be we stupidly waited patiently for two weeks.  Attached is a screen shot of the text message as proof of my written communication directly with the owner after numerous calls were made to the office and ignored.   
  
  
  Since Air Logic chooses to have unscrupulous business practices, especially when it come to African Americans I am prepared to file  case in small claims court for a judge to determine that it was acceptable for them to lie to a customer and mislead lead them to think you were going to assist them.  But Air logic never had intentions o returning after lying that he would.  They only wanted us to agree to pay them $10,000 (told verbally) for a new unit that they wouldn't even bother to provide a written quote for.
  

  
  
  Sincerely,
  
  *********************