Complaints

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• Initial Complaint

  Date:07/21/2023

  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.

  One 7/12/2023 I have noticed one of the two ACs in our home not producing cold air. I have found a company US Air Heating and Cooling and contacted them for service.The technician *************************** came over on 7/13 and spent about ***** minutes at my home. He has looked at the condenser unit outside, went to see the furnace coils unit upstairs. Without much investigation told me that he needs to do a leak test on the system. At the end of the test which was just a few minutes he said that there are no leaks and that he thinks the *** Metering Device inside the coils is freezing and should be replaced. However he has not provided any information or pricing on next steps. Promised to call me by 10am the following day once he can determine the parts and availability. Charged me $245 for the visit and left. I never got a call the next day. I have then called US Air Heating and Cooling and asked about next steps, prices, timeframes. I spoke with ******** who said she is just the dispatcher. She promised to look into this and get back to me. A few hours later I got a call from ******** telling me that parts are not available anywhere in the area and that they would need to order them and it might take around a week to get them. She again did not know the pricing and told me that the technician *************************** is too busy to contact **** then called another technician from E Genius Appliance. He came same day on 7/18. Spent about 1hr. Said that only pressure needed to be adjusted, made the adjustments. No parts were needed. Gave me 1 year warranty. Told me its an easy fix.I have tried to contact 3 times US Air and Heating to resolve the situation and request a refund for their useless visit. I was told that a manager would call me to discuss. Its been 3 days. No calls. No Refund.

  

  Business Response

  Date: 08/14/2023

  We received a call that one of his ac was blowing warm air. We went to the call on July 12,2023. The system was low on freon and that is why we performed a leak search. The txv has an issue with it. We explained that the part he needed was on backorder. He at that time asked for a quote for a new unit. We sent a quote, and he approved it. The day of the install he canceled the appointment. We explained to him that since he canceled the day of the appointment that we got charged for ****** to come pick the equipment up. He called and stated an appliance place came and added some freon. We knew that the system needs more than freon and the freon will make it work right now till it leaks back out. Revealing the true issue which was the metering device. (txv). He wanted all of his money refunded. We did go to his house which was the $89 call, we did a leak search at a discounted price for him. He paid $245. We explained that work was done, we offered to give him some money back, but he wanted the whole amount. When he approved that estimate for a change-out and then canceled the day of the appointment we had already ordered the equipment and had to occur charges to send it back as we do not keep equipment in stock at our shop. He did not want to pay the restocking fee that we were charged. The work that he paid for was completed. We still offered to refund some money, but he wanted the whole amount. That is just not possible to refund the whole ticket. He is not happy with partial but technically he was charged for the work that was performed. 

  Customer Answer

  Date: 08/14/2023

   
  I am rejecting this response because:
  

  What US Air and Heating wrote is completely not true.   

  I have a 2nd opinion letter (attached)from a company that fixed the ** without any parts and provided warranty.

  And even the parts that US Air and heating said need to be ordered are not true because they are widely available in the local parts store.  They just did not want to fix it because they want to make money on replacement of the whole ** necessary or not.  

  The technician that came did not know what he was doing and even their invoice says that all **s leak Refrigerant.   So one can perform a leak test every time with or without a reason.  And anyways I was told no leaks found.  And additional Refrigerant was not needed either.  

  If they came and fixed the unit, adjusted the pressure like E Genius Appliance did, then I would have no issues.  

  But employing technicians that do not know how to fix anything should not cost me money.  

  Their statement of a new ** from Lennox was because I was mislead into telling me that replacement is the only solution.   However it was easily repaired, so I did not need a $6000 replacement.  

  Please refund $245 for such useless service.  Thank you 

  
  

  

  Business Response

  Date: 08/14/2023

  We ordered the part that was needed. He did not want to wait on the part and spoke to ************* here and wanted to replace the unit. We do not just go looking for sales. The fact that he approved a quote which is a binding contract and did not cancel until the day of the install. The offer was there to refund some of the money. The whole amount cannot be refunded. We incurred the restocking fee and the price for the original part that was ordered.

  Customer Answer

  Date: 08/14/2023

   
  I am rejecting this response because:
  

  First time hearing today of an offer for any type of refund.  I was told that General Manager will call me and talk to me.  Dispatcher ******** doesn't make decisions and that's the only person I was able to talk to.   If manager did actually call me perhaps it wouldn't have been needed of me to complain here.  Or making a dent on your company's reputation.   It's simply not fair. 

  Please provide whatever refund you think is fair.   However the reputation of this company and how I am treated as a customer is beyond my understanding.  

  And I have been very clear. 

  Your company employs untrained technicians.   I did read negative reviews of tech which I should have done in the first place.  

  Parts are widely available according to E Genius LLC in a local parts store and no need to order for a week.   That is highly looking like a tactic to make money on AC replacement needed or not.  And I never got a repair quote.   

  But the 2nd opinion letter from a licensed company is telling you and me that parts were not necessary.   Leak test was not necessary.   Refrigerant was not necessary.  

  I am sorry I did not let you make money on me.  I am sure you will find other victims that will and I am going to be sure everyone I know doesn't do business with your company.   

  You should be apologizing for misdiagnosing, treating me unfairly and leaving me seeking help from others.   And refunding for the ulesess visit. 

  
  

  

  Business Response

  Date: 08/30/2023

  I can assure you sir that no one was out to take your money. As far as letters you have received from other company's I have not received it. I cannot speak or respond to information that is not available to me. As far as the information that parts are available or not available, we have no control over that. We called the company to get original parts and were told it was backordered. We do not need to make up things to sell systems. That is your opinion, and you are intitled to your opinion. Your accusations are not correct, and a partial refund was offered. So that information from you was not true. You are *********** your opinion and thoughts on our company. We are a small company and try to resolve any issues within reason. If you feel like the technicians misdiagnosed your issue, then I do apologize. I hope the work you had performed by another company fixed your issue with a permanent solution and not a quick fix. 

  Customer Answer

  Date: 08/30/2023

   
  I am rejecting this response because:
  

  Please provide the refund that you have mentioned.   I have not received any refunds from you. 

  
  

  

  Business Response

  Date: 08/30/2023

  No sir you did not receive a refund because when you called you wanted the whole ticket back and were told that was not an option because of the expense we acquired by ordering a new unit. I will refund the leak search back to your card that you used to pay.