Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:09/20/2022

  Type:Product 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.

  Company rep from Airsmith. first came out on 8/30/22 for a leak from the AC air handler in the attic. She stated if it was the drain line she would charge $75 for a diagnostic fee. She came and said she attached another piece of pipe to make it tilt properly so water would drain out of the tray. When doing this some water was spilled onto the ceiling and has made another stain on the ceiling! She charged a total of $100 ( I tipped her$5) .She did not give us a written diagnosis and I let her know that I did not receive the text receipt she said she sent. I asked for her to send me it again , but she did not. the drain line had already been cleared so she did not have to do that therefore should not be charging us the $100. On 9/3/22 the water overflowed again and upon inspection I saw where she had placed a plank under the tray. this caused a bend on that egde and water overflowed from there! (see pics.) She got upset when I contacted her about it and stated we should find someone else to do the work. A check in the amount of $100 was made out to Airsmith Heating & Cooling on 8/30/22 We finally heard back from the original HVAC guy who had worked on it before Airsith was contacted. They worked on the unit again to try to fix the issue. Since Airsmith never resolved the issue as it was not the drain line that needed clearing and did not give us a written diagnosis and the cost involved, I am asking that they refund our money of $100 paid for unsatisfactory service performed. (Before contacting Airsmith We had had it serviced by another HVAC company who came out and cleared the drain line on 8/5/22 but when it leaked again they could not be reached due to an illness.)

  Business Response

  Date: 10/07/2022

  Business Response /* (1000, 5, 2022/09/26) */ The customer reached out to mey personal page on the neighborhood app in response to a comment I made on a neighbor's post. Customer asked me to come look at her drain line because she couldn't reach the other company that had been out. I informed her it would be $100 to come clear the drain line if that's all it needed. I went to the home after hours and spent an hour and a half diagnosing the issue and ensuring the drain line was clear. She informed me that they had a leak a few years ago from the same issue and that they fought with home insurance company over to have someone come repaint ceiling where water stain was. Multiple water stains were visible on the ceiling at the time of my arrival and pointed out by the customer. I informed her that the auxiliary drain pan was not level or supported well and that the drain line was leaking back into the pan and then flowing over the edge. I also informed her that it would take two people to lift the unit and adjust/ reinforce the pan, it could not be done by one person alone. She showed me where the previous company put a piece of wood under the corner of the pan. I did not place any planks anywhere. She stated that she stopped payment on the check to the other company and could not get a response from them. She was satisfied upon my departure and tipped me $5. 5 days later customer reached out after hours on a holiday weekend to say the water was back. I informed her that I was out of town until after the holiday and made an appointment to return to her home. She was happy that I replied after hours on a holiday weekend. She proceeded to go back on the neighborhood app an hour later and create a post that dogged the first hvac and my company by name, and was asking for help in finding another company to help her with her issue. The day before the return appointment she sent a message that she felt like she wanted to get another company to do the work and that I should refund her $100. I agreed with her wholeheartedly! I stated that I felt like after her posts that I would prefer she get another company as well. I will not refund the $100 for the time spent diagnosing the issue and ensuring the drain line was clear. The unit was cooling and draining when I left the home and she witnessed the condensate water with her own eyes pour out into the yard where it was supposed to go. She tipped me even! I do not work for free, especially in hot attics after hours. I did send a written invoice to the customer. This experience in trying to help a "neighbor" has made me less likely to do so in the future. I actually deleted the neighborhood app due to this experience. This customer portrayed herself and her husband as elderly people on a fixed income that could not enter the attic to even see what was up there. This is mostly why I agreed to take the call for a discounted rate of $100. I actually felt sorry for them. I arrived to the $400,000 home of a retired pharmacist that had two heating and air systems due to its immense size. The customer took me into the attic to physically show me what the other company did with the wooden planks and what she did herself by using towels to soak up water in the auxiliary drain pan. I feel as if this customer was and is trying to get something for nothing by pretending to be on a fixed income and complaining/ fighting with ANY company or agency that has attempted to do business with her on this matter. I would never do business with them again and would warn other contractors that these are not the kind of customers anyone wants to work with. I have many excellent reviews for my quality of work and customer service. I have a five star rating on my business profile sites. I do work for free or for a discounted rate for those in need whenever possible. This customer complaint is unfounded and frankly feels spiteful. Consumer Response /* (3000, 10, 2022/09/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) This lady was ok to work with and she did not come after hours! It was around 4pmthat she came. Also we do not have a $400,000 house and she has not right to mention anything about the kind of property we live in, nor what our previous occupation was! She is the one who placed another plank on the back side of the pan where the water leaking from after she had worked on it. This plank caused the try to have a wrap on the edge and the is where the water was overflowing from! Also the previous company had already cleared the drain line which she claims to have cleared! The plank she placed, she mentioned it to me and I saw it and I took pictures of it after it leaked when she had worked on it. I had requested her to send me a receipt and she said she texted it to me while she was still here but later when I tried to download it I could not! I contacted her to let her know I neede a receipt and did not hear back from her about it. She has not provided a written estimate of what her findings were and that is what the Service call was for : to check the leak and provide an estimate for the repairs, which she has not. I tipped her $5 as it was a hot day and I really thought she had fixed the problem but 2 days later it leaked again. Also she cut out n replaced a piece on the drain line and while she was doing that some more water spilled from that drain and made another new stain on the ceiling. I did state to her that we are seniors on fixed SS, which we are and she has no right to questionor say anything our income and say we are lying!! This is disrespectful and uncalled for. She should have given us written estimate about all that was going to be needed to be done to fix it correctly! She told me stuff orally but never gave a price and I did not understand everyhting she was telling me was wrong with it. The service call was made to AIRSMITH HEATING & COOLING TO correct a leaking problem and to give us a written estimate to fix. She only repeated what the previous company did ,which was clear the drain line which had already been cleared by them! The reason for calling another service company was because the owner of the previous company was in hospital and I was unable to reach him. Since she really didn't do any new work that would have corrected the problem, I feel she should still return at least half of our money at this time. Business Response /* (4000, 12, 2022/09/28) */ I am not going to haggle or keep going on with this.