Complaints

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• Initial Complaint

  Date:07/12/2024

  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.

  The Air Conditioning Company ***** ******** for Texas and ***** ******** **** ******** **. Anthony, NM 88021
  
  Contacted in March for possible conversion from swap cooler to HVAC. Salesman came out, listened to my desires and gave me information and provided an estimate. After reaching a decision and letting them know I wanted some adjustments made to labor warranty we decided to make the investment.
  Couple to days later, made the arrangements, setup a date and time for install.
  During initial installation, two techs, worked on the unit. The tech in charge was on his cell phone video chatting the entire time. commenting on how the other tech was his "go for" boy.
  After a more than 8 hour install, an inspector came by to collect final payment. Rushed to end his day, I doubt ANY inspection was done and a final inspection was never signed by me. I have been requesting a copy of the contract as that was also not given to me.
  We did not initially use the system as it was not yet needed. Once in use, MANY things are wrong. They came back the next day to rectify the noticeable errors.
  We are now in July, my parents who are 89 & 86 years old and suffering health issues.
  Thank you for listening. I would rather stand out in this HEAT than to recommend this company to even my worst enemy.
  The owner finally called me yesterday. He proceeded to tell me that they "don't have that much business." Had I known, I would have selected another company. I doubt seriously that is a BBB accredited this company.
  Please help.
  This story is MUCH longer and don't have enough space to include.
  
  I have no contract to submit or other signed documents. I do have many pictures.

  

  Business Response

  Date: 07/23/2024

  Response to: *** ******* ***** *** & ********* ******
  
  According to our records we received a call on
  03/01/24 to give the customer a quote on a conversion from an Evaporative
  Cooler to “Refrigerated Air”. We set up a date to have our sales lead out there
  on 03/04/24 and as is customary procedure of our sales process, looked over the
  property to see what needed to be done in order to update the home and retrofit
  to “Refrigerated Air”. We then presented this tailored proposal/contract which
  included everything we proposed to be done with a Split System install (A/C and
  furnace) and how long the process should take baring we did not run into any unforeseen
  issues (one whole day), then left a printed copy with customer.
  
  Customer agreed to the install and terms outlined in
  our proposal/contract on 03/21/24 and we set up the install for 03/25/24. At
  which we were on time and took the stated amount of time to complete install (1
  day or 8 hours as customer claims). We had our Quality Controller (QC) out at
  the end of day (as that is when the install was to be completed) and he went
  over the install with our QC check list and determined everything was in line
  with code and what we had in our proposal/contract with customer. We had the customer
  sign final invoice which we have on file and collected the remaining balance at
  that time. On 03/26/24 that there was an issue possibly with the thermostat. We
  promptly dispatched a technician on 03/27/24 to check out the thermostat. He
  found a few screws were not as tight as they should have been and tightened
  them and fixed the face plate on the thermostat and customer was happy. Customer
  states they did not use system until June of 2024 which is misinformation as we
  installed a complete Split System (which includes a furnace). Customer used
  furnace (we installed) from March 2024 until customer decided to switch from
  heating to A/C. We had no call backs or complaints until we heard from the
  customer on 06/07/24 that the system was not working as desired. We responded
  to get a tech out there as quickly as possible with customer’s schedule for
  06/10/24. Our technician found a few things that needed repair on the system
  (which is why we offer 1 year labor warranty as you cannot catch all issues a
  system might have until it is operating in full capacity). He found the system
  was slightly low on refrigerant (which can happen when you charge a system when
  it is still cold) we fixed that at no charge. He found some wiring had vibrated
  loose on the return grill and repaired that, again at no cost. He also
  discovered that the ducts needed balancing. We did not quote duct work to the
  customer and therefore had never touched the ducts in their home. We did a duct
  balancing (for which we normally charge $500+) to take care of the customer, at
  our own cost, to make sure they were taken care of and happy. We had to follow
  up with customer to complete work as we do not carry a lot of the items
  necessary to complete the job as custom stock on our trucks’ inventory, all of
  this work was completed on 06/17/24. We did not find anything else wrong with
  the system and left with customer happy and the system operating correctly.
  
  Around 06/28/24 we received a 1 Star Review on our BBB
  profile from a ********* *****. We immediately went to our customer list to
  find out who left the 1 Star Review and found we did not have a customer under
  the name of ********* *****. We did some more digging and found that her email
  was connected to our customer profile for ******* ***** **. We had a manager
  reach out as we had not heard anything from them since we left the residence on
  06/17/24 with the customer happy and cooled. She stated she was upset and
  wouldn’t talk to anyone except the sales person. We decided that with a
  customer this upset, it would be best to have the owner call and see what we
  could do to help put the customer at ease, (even though the contract was under
  ******* ***** **.)and our owner called her on 07/11/24. She stated she felt
  upset about a few things. She then submitted a complaint to the BBB before we
  even had a chance to meet with the customer to discuss any issues. Our owner
  agreed to meet with her in person at the home and go over her complaints. Our
  owner arrived to the home on 07/18/24 and listened to and took note of the
  customer’s complaints. She complained (1) about us putting a return register in
  her father’s bedroom. We must put adequate return in order for the system to breathe
  and operate at is most exceptional and efficient manner and it was explained
  where and why the new return register would be going in during the initial
  proposal meeting. She complained (2) that her father was too hot in his room.
  **** spoke with the actual owner/account hold ******* ***** **. and he in his
  own words said the temperature in his bedroom was fine. She complained (3)
  about the mother’s room being too hot. We explained to her that this room had
  westward facing windows and in the peak of the afternoon this room would be
  hotter than the rest of the rooms and she might want to invest in some curtains
  and close the curtains at the peak heat hours of the day. The room only had
  shutters and they are never closed. She complained (4) the entire house was too
  hot. While the owner was there he found the thermostat was set at 72 degrees,
  and the home was sitting at 72 degrees. She complained (5) that she did not
  know how to operate the thermostat. Our owner offered to help her program the
  thermostat while he was there and she blew up and started telling him to leave.
  She complained (6) that she never received the contract. The contract as stated
  previously was left during the initial visit on 03/04/2024, and the owner took
  a copy to go over with the customer and again she refused to look at with him
  while he was there and just started demanding we do additional work not stated
  in proposal/contract which was initially agreed to on 03/21/24. She is also now
  complaining (7) the system is too loud. Our owner listened to the system while
  he was there and it is operating at standard decibels. Anytime a system is
  running there will be some noise, but there is no excessive noise coming from
  this system.   Lastly, she complained about (8) that she
  believed our team were not licensed professionals. We have attached copies of
  the EPA licensing of everyone who has touched the system in response to this
  complaint.
  
                  We have not dodged
  or neglected the customer in anyway and have performed above and beyond what
  was promised to the customer in the proposal/contract we have with ******* ***** *** We have taken every call and answered any message or complaint the
  customer’s daughter has proposed to us. We think the customer’s daughter is
  looking to get work done for nothing. We are more than happy, if she wants the
  duct work to be adjusted/fixed, to propose the work to the homeowner, but that
  work is not something that was originally agreed upon or part of the contract
  we entered into with the complainant’s father (who is the homeowner and the
  only one with whom we can enter into an agreement/contract for upgrades to the
  home). The HVAC system in *** ****** home runs the heating and cooling through
  the same vents. We did not get a call from the customer or his daughter that
  the house was too cold during the heating season, so are unsure as to why the
  vents are only not working during the cooling season.  As from the above text we have documented
  every call that has come in from the customer and how we quickly responded to
  the issue(s) presented and have gone above and beyond to make sure that we took
  care of our customer.

  Customer Answer

  Date: 07/26/2024

  Complaint: ********
  
  
  
  I am rejecting this response because:

  The owner came to my house and said he cannot "control what his employees promise" and that he came to see the unit is running and that is all that is important to him. An inspection paper was signed as to what was done on the day of installation, but the inspector never inspected the work himself as he was running very late and needed to collect final payment. 

  From install date until the day we realized the room was not receiving air flow we did not use the unit as the weather was enjoyable with open windows. June 7th was the first attempt. June 10 ******* came out to see what was going on. After listening to my mother and I explain what was going on he agreed that something needed to be done and contacted the owner. I overheard the owner say that it was going to cost us $400. ******* went on to explain the situation to **** in person and called me back the next day to confirm service at zero cost. ******* and two gentlemen came and mentioned all they were going to do. The tech in uniform performed a freon service which he had to call someone else on the phone to assist him. The other gentleman was in a white tank top T-shirt and did the install of an additional return air vent and issue with filter. As he was doing this, ******* and the tech in uniformed were called out to another location. When the man was done he left. No further contact from the company. No other inspection, nothing!

  I continued to call ******* and the company until they finally responded after mentioning going to the BBB and filing a complaint. As I mentioned earlier, the owner **** did come out to address the issue and mentioned several times how he would have done things differently, indicating that he has no clue what his employees are doing or saying. Frustrated and not wanting to explode emotionally, I asked for the list of people who worked on this install and repair to verify certifications. 

  Our unit still doesn't disperse air properly and now with an additional return vent not allowing my parents to sleep, due to the loud noise it makes we turn the unit off. This not at all what we paid for.

  His commercials and website are creating a false image of their services. **** himself said, "we are not that big a company" when asked how he could cover an area from ** **** ** *** ******. When asked about inspectors, he said, "I only have one and he just caught COVID."  So, who is certified and inspecting jobs right now?

  Sketchy employees, certifications and business practices. **** seemed more concerned for his own family and medical issues to realize what this is doing to my aging and ailing parents. I just want a working unit. It's only been 4 months since initial install.

  
  
  
  
  
  
  
  Regards,
  
  
  
  ********* ***** 

   

  
  

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

• Initial Complaint

  Date:06/15/2024

  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.

  I had an appointment on June 14, 2024. The technician was supposed to change out the blower motor, blower fan, and blower motor bracket, this was all pre-diagnosed previously. After talking to the main office, I was told that the company that makes the blower motor did not want to change the blower motor, until it was verified that it was not going to work. Today is June 15, 2024, the blower motor is accelerating and deceleration. The blower motor is failing, even though the technician had noted this in his pre-diagnosis. I need someone to come today because tomorrow is Father's Day. I called the phone number listed and was told that there was not anyone available until Wednesday. I have been a customer for over one year. I need someone to come out today to replace the blower motor. There should have been no questioning about the HVAC technicians pre-diagnosis.

  

  Business Response

  Date: 06/18/2024

  *** *****r had a blower motor replaced last year on 09/01/23
  by us on a system we did not install. He called in with complaint of the system
  not cooling properly this year on 6/10/24 and we dispatched our technician to
  diagnose the unit to see what the problem was. Our technician found that the
  blower motor seemed to be faulty again. Because, the blower motor was replaced
  under warranty last year in order to replace it again with no parts cost to Mr.
  Witter we had to follow manufacturer’s protocol. The manufacturer was requiring
  that we try replacing the blower wheel and brackets first before they would
  warranty another blower motor. We communicated this to *** *****r he agreed and
  we set an appointment for 06/14/24.
  *** *****r’s appointment on 06/14/24 to replace a blower
  wheel and brackets as stated to him when booking the appointment.
  Now that we have satisfied the manufacturer by replacing the
  blower wheel and brackets first and giving the unit enough time to show that
  the motor did not, in fact, recover, we will be able to obtain the warranty
  motor. Parts Houses are closed on weekends and we were in the process of
  starting the process to obtain the warranty motor when this complaint was made.
  We have an appointment set up with *** *****r to replace the motor tomorrow
  6/19/24.
  We understand that when it is hot and air conditioning is
  not working that it is very uncomfortable, however, we did what we had to do in
  order to help him with his warranty on a unit that we did not install. Had we
  done as *** *****r wanted, his unit warranty would have been voided and he
  would have been responsible for all the repairs done to his unit.