Complaints

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• Initial Complaint

  Date:07/28/2022

  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.

  They are not trained or authorized ******* unit dealers/servicers. When I tried to cancel their visit for AC repair on the weekend because of this, the technician promised we wouldn't be charged if he couldn't fix it and insisted on coming out. When he couldn't fix it and spent 2 hours sitting in front of the unit staring at it, he "apologized" for saying he wouldn't charge but his "boss would be angry" and we were going to be charged. Then the owner refused to cancel the invoice charging us $150+ for nothing. His tech lied, and the owner said he wouldn't cancel the invoice unless we showed proof he said he wouldn't charge us.
  Absolutely do not recommend this company for unethical practices.

  

  Business Response

  Date: 08/09/2022

  Air
  Heaven, LLC
  ***** ********
  **** ** ******* ***
  ********** ** *****
  
  08/03/2022
  
  Mr. ******* called us at about 9:00am on
  Saturday, July 25th for some HVAC issues he was having. Our on-call
  technician, **** *****, answered the call. Mr. ******* wanted us to come out,
  but then called back directly and said he had someone else that was going to
  come out. About 3 hours later he called again and said the other company could
  not figure out the issue and he would like for us to come out. Our technician,
  ****, left to go to Mr. *******’s residence, which was about 45 minutes away.
  When our technician was approximately 5 minutes away, Mr. ******* called to
  cancel the visit because he did not want to pay unless we could fix the issue.
  Our technician told him that he would not be able to tell him if it can be
  fixed or not until he looked at it. Our technician stated, if he cannot fix it,
  he would not charge him for any labor, our technician never stated he would not
  charge him the after-hours service call fee. Our technician spent 1.5 hours
  going through all the wires to diagnose the issue. He found that the control
  board was faulty and needed to be replaced. Mr. ******* said he had another
  company coming on Monday and he refused to pay because we did not fix the issue
  and then said that he did not have the money at that time. The technician again
  explained to him that after hours and weekend calls were a $140.00 service fee
  for the technician to come out.
  There was also another company out there
  that day. The technician from the other company had told Mr. *******, that
  because he could not fix it, he would not charge him anything. However, our
  technician did not state that exactly.
  When the office staff came in on Monday,
  July 28th, she attempted to contact Mr. ******* about the bill and
  possibly to discuss the misunderstanding. She said, Mr. ******* stated that the
  technician had told him, if he could not fix the issue, he would not be charged.
  The technician stated he did not say that. Mr. ******* said he had proof in the
  form of a video or audio clip. The office staff requested he send her the proof,
  but he would not produce the proof. Mr. ******* just said to ask the technician
  what was said. Mr. ******* also claimed, after the fact, that one of the
  reasons was that our technician was not trained to work on ******* units. This
  is a false statement. All our technicians are trained to work on HVAC systems
  of any brand. Our owners are licensed by the state to work on all facets of
  HVAC systems.
  Mr. ******* continued to message our
  office staff, threatening to go on any social media, BBB, licensing board and
  the local community websites about Air Heaven, LLC. We felt it best to zero out
  the invoice and send him a message to stop all communication to us. 

  Customer Answer

  Date: 08/10/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response, while accepting the resolution because:

  Air Heaven's response is full of mistruths. The tech **** was called to come out, and we had another company here before **** could make arrangements to come. **** was called by ******* to cancel his request, as it was found to be a complicated system and we didn't want to pay for a call that would not fix the problem.  **** did say he was "five minutes away" but also said specifically "I will not charge you if I can not fix it". So we allowed his visit. He did NOT arrive for 45 minutes, at least, proving he was NOT 5 minutes away. After finding what we already told him, it was too complicated a system for him to fix, he told ******* he would have to be charged. The video we have is **** saying "I apologize for saying that, but my company will be mad if I don't charge you". and when later in the conversation is again reminded he said we won't be charged, states "Didn't I already apologize for saying that?"  I am unable to attach the video here, as this system does not allow video files. We did not provide the video to Air Heaven, because their ethics, and the ethics of their techs working for them should stand on their own, and we should not have to "prove" what **** said, when he knows what he said and apologized for it after the fact.  
  As well, what Air Heaven is calling "threats" to contact licensing agencies, the BBB, and post our experience on Social Media, were actually statements advising them exactly what we would (and did) do if there were no satisfactory resolution in canceling the invoice. 
  Air Heaven did finally cancel the invoice after we contacted BBB, and posted a review on ******, therefore we did not proceed in contacting the licensing agency, as this was the resolution for which we were looking. 
  As well, Air Heaven does NOT sell ******* or their Infinity systems, and I learned it is a proprietary training practice that only agents that sell a certain amount of these systems are privy to the training required in order to service these systems. So Air Heaven saying they are trained on every system is untrue. 
  
  Therefore; while accepting the resolution of the canceled invoice, their response is rejected. No further action or response is requested  

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