Complaints

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• Initial Complaint

  Date:07/14/2022

  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.

  Ajax ****************************** was sent out to my house via my ********************* to Evaluate a Central Air unit which was Running all day but Not cooling. Ajax had Recently Upgraded my Furnace only 2-3 weeks ago, and the Upgrade was Successful and I wrote them a Very good Review on ****** as a Result, and didn't at all think that I would go through what I would soon go through. Nevertheless, after Evaluating the System, Ajax called it in to my insurance company and told them that the unit was not only too small of a unit for this house, but was at the end of it's service life. The Old unit was a 2.5 T and my House Required a 5 Ton unit according to it's size which is **** sq feet. (600 sq feet / Ton) 2 weeks Later, Ajax installed a unit which didn't look much different from the old one, and did not perform any better. After 3 weeks of calling back complaining about the unit, I found out that the unit was only a 3 Ton unit. I asked why didn't they install the required size, and they began feeding me a bunch of Excuses, and wanted to send Techs out to see if there were any other problems that might be the cause. In the interest of fairness, I agreed. This went on for 6-7 weeks of tech visits, and Running the unit for Days on end, and everything from recommending that I Remove Draft vent ducts, Moving Furniture, even that I buy & Install Blinds over my Sky lights, which I did, but there was No improvement. Finally enough was enough, we were now halfway through summer, and Ajax did an about face on me, and wanted either Me or the ***************** to spend more money on their mistake. I objected, saying that they should have installed the proper size at first. I never received receipts, and Now they are unwilling to fix their mistake. They charged my insurance almost $5000 allotted for a 5 Ton unit, but only installed a 3 Ton. JC has smiled in my face & acted polite, but in FACT acted DECEITFULLY. This is PAINFULLY SAD & they need to make it Right!

  Business Response

  Date: 08/01/2022

   

  Please see attached response:

  Customer Answer

  Date: 08/02/2022

   
  Complaint: 17566708
  
  

  I am rejecting this response because:

  
  

  Once again, the Contractor failed to Remedy the Problem after 6 weeks of Testing and at least 6 visits.  The Previous unit had Not Failed, but was a WORKING Unit, My Original Complaint to the ***************** as well as Ajax Heating & Cooling was that My Unit was Not able to cool the house sufficiently.  After Replacing the unit with one of the Same Size, I had the EXACT Same Problem.  As a Customer, I feel that they Failed me, and wasted my Time and ***** by 1. Not Fully Evaluating the System BEFORE Replacing it, This would have Saved both Time and ***** ****************** if they had arrived at this Conclusion initially.  I never Refused any Work they offered, even with their suggesting more Duct Work, I simply told them that I don't see how that can Correct the problem, after 6 weeks of Trying almost everything else.  Moreover, I expressed to them that if the Furnace they Replaced with a Larger unit worked Notably Better than the Previous one, and used the Exact same Duct Work, I didn't see how this could Help.

  Being a Customer, I think it is incumbent upon the Contractor to both Test before Replacing and to Reassure & answer any Question the Customer might have.  The End Result was No better than Before the Replacement.  In other words, The NEW Unit did NO BETTER than the Old One, This EVIDENT by the Fact that they Returned to my Home at least 5 or 6 Times Later.  Ajax Heating & Coolings Response to this Complaint is a Reflection of how they did business with me, the respondent left neither Name nor Credentials, Just like they Never left me Any Receipts, or Written assessments of the Work they did.  My Home has NOT been Expanded or Altered, and All the Duct work is Original. My House was Built in **** and is Not that old.  I physically Measured the Length & Width of my Home recently and it measured 32' x 60' which is ***** sq feet, Not including the Basement which is the Same or Similar Area,
  

  
  

  For a Company to Charge a Customer almost $5000 including a Cash Deductible for a Product and service that did Not fix the problem, Then give him No Receipts for the Work, then disappear after 6 weeks of not being able to solve the obvious problem without asking for More ***** is Criminal, and should not be Tolerated.

  
  

  Ajax Heating & Cooling Charged almost $5000 for a $1800-$2500 Job that didn't resolve the problem, when if hadn't RUSHED to Replace the WORKING Unit & Rob me, they would have Arrived at the SAME Conclusion they Claimed in their Response.

  
  

  I myself am a Tradesman, and the 1 thing I was Taught & Learned is to  MEASURE TWICE & CUT ONCE, this Also means DIAGNOSE FULLY & THOROUGHLY before Tearing into a project & replacing something, or you might find yourself Wasting ***** and doing work for Nothing.

  
  

  I don't think I should have to Pay for Their mistakes.
  

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

  Business Response

  Date: 08/08/2022

  See attachment.

  Customer Answer

  Date: 08/08/2022

   
  Complaint: 17566708
  
  

  I am rejecting this response because:

  
  

  Ajax has again Lied Twice in there Response. 1. I NEVER Threatened to Ruin their Business, NOR did I Harass them in ANY WAY, I CHALLENGE THEM to show PROOF of this Alleged Conversation or Text.

  2. I NEVER CLAIMED that I Paid $5000 for the Install, as it Doesn't make Sense to have Insurance if I had paid the Full Cost. AS I STATED, I paid the Deductible, Ajax NEVER Gave me ANY Receipts for their Inadequate Work, I Called TWICE and Left a short concise message asking for Receipts to Mr ****** who was the GO TO person for AJAX.  He NEVER Returned My call, NOR Rendered any Receipts.   I THEN Emailed my ***************** and Expressed my concern with THEM as WELL to the Fact that Ajax NEVER Gave me a receipt though I asked at least twice.  I then Asked my insurance company for Some kind of Receipt or accounting for the Work the did, and the Cost.  an Email response was sent expressing that he had to clear it with his supervisor first.  I never received an accounting Or receipt from Them either.

  
  

  It was After a Conversation with the Claims compliance officer **************** who stated that I only had $600 left of my $5000 worth of coverage, therefore I DEDUCED that they had Payed Ajax heating approximately $4400 for the Swap which didn't fix the problem.

  
  

  I am Tired of the Lies coming from whoever is responding on behalf of Ajax (Presumably "***") who was My First point of contact and go to person.

  He has Lied to Me, AND the ****************** and Left me Hanging both on polite phone calls, messages, And receipt requests.  Now he's added INSULT to INJURY by LYING against my Character.

  
  

  I can Prove this in a Separate BBB
  

  CASE#: 91671885

  you can CLEARLY SEE where Ajax Lied to my insurance company and I proved it.

  
  

  FACT OF THE MATTER IS, I would have been better off if Ajax had NEVER REMOVED my OLD unit, as IT WAS a WORKING UNIT, and My ORIGINAL COMPLAINT was INSUFFICIENT Cooling, NOT a "NO COOLING" as Alleged by Ajax.  My OLD Unit COULDN'T COOL the House Below 80 degrees.  They SWAPPED OUT my WORKING OLD Unit with a Unit that is NOTABLY PHYSICALLY SMALLER In SIZE, AND STILL is NOT Capable of Cooling my house bellow 80 degrees. 
  

  
  

  If I go to Taco **** and Pay for 3 Taco's, I'll get a RECEIPT for my Order.  I got a RECEIPT with MY SIGNED AUTHORIZATION from *** PLUMBING when THEY Came out.  I got a SIGNED AUTHORIZATION AND RECEIPT from VETERANS GARAGE DOORS when THEY Replaced my Broken Garage Door.  And I got a SIGNED AUTHORIZATION AND RECEIPT from ******************** for Rebuilding my Chimney.

  
  

  I NEVER SIGNED a WORK AUTHORIZATION, NOR Did I Receive a RECEIPT from AJAX.  WITHOUT DIAGNOSING the SYSTEM He simply VISUALLY LOOKED at it, and IMMEDIATELY Said This unit is WAY TOO SMALL for This HOUSE, He Said I needed NO LESS that a 4 Ton Unit.  I didn't know anything about "Tonnage" until AFTER I noticed he Swapped it out with a SMALLER UNIT that DID NO BETTER, in FACT WORSE!  it was THEN that I began to Ask Question and Research things on my OWN.

  
  

  MY INSURANCE Company is SUPPOSED to Work on MY BEHALF, and have MY BEST INTEREST, but INSTEAD, it looks as if THEY have CONSPIRED WITH This Contractor, and all but THREW ME Under the BUS.

  
  

  IT is a LONG STANDING, REASONABLE BUSINESS PRACTICE to 1. PROVIDE RECEIPTS FOR WORK, AND SIGNED WRITTEN AUTHORIZATIONS. and 2. If the REPAIR ISN'T DONE CORRECTLY, THEY SHOULD REPLACE OR REPAIR THE PROBLEM.  If the PROBLEM was NOT PROPERLY DIAGNOSED, then THEY should Eat the Expense.

  
  

  They have WASTED MY WHOLE SUMMER ***** BACK & FORTH FEEDING ME a BUNCH of LIES, & SUGGESTIONS about WHY the Unit wasn't cooling, and IN THE INTEREST of THOROUGHNESS, I ALLOWED them ALL THE **** I FELT NECESSARY TO GET IT RIGHT.  I even WENT as FAR as SPENDING MORE MONEY on BLINDS for 2 SKY LIGHTS, but IT STILL didn't Do much.  This Unit Runs ALL DAY & RUNS UP MY ELECTRICITY WITHOUT DOING What it's Supposed to, NOW, SUMMER as at a NEAR END, and these Folks are STILL making up NEW LIES!

  
  

  SOMETHING FISHY and CORRUPT has gone on between My insurance company & Ajax to CITE One Anothers' LIES, and NOT GIVE ME, THE CUSTOMER 1 IOTA of ACCOUNTING!  This is PLAIN UNACCEPTABLE.

  The WHOLE POINT of SIGNING an AUTHORIZATION is to AUTHORIZE WRITTEN STATED WORK, and if I DON'T AGREE with what they want to do, OR the COST, I can REFUSE the Work.  I had to Refuse work on 1 **************** because of COST and Authorized *** Plumbing who DID the Work at a good price.

  
  

  Both AJAX HEATING, AND Global Home Warranty has Born FALSE WITNESS Against me, and Dealt DECEITFULLY. and have NOT RECEIVED AUTHORIZATION, NOR ACCOUNTING, NOR SATISFACTORY COMPLETION of the WORK per the CLAIM I Filed.

  
  

  I AND the Citizens of this Country Deserve BETTER that THIS from our Contractors and Home Insurers.
  

  
  

   
  

  
  

  
  

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