Complaints

This profile includes complaints for 1-800-Plumber +Air & Electric's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  1-800-Plumber +Air & Electric

  513 Ross St Amarillo, TX 79102-3407

  
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  1-800-Plumber +Air & Electric

  PO Box 32525 Amarillo, TX 79120-2525

  

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:07/02/2024

  Type:Service or Repair 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.

  I have reviewed the business’ response and accept this
  resolution.  Chris came out on July 9th 2024. He was very responsive to our request to check the system out. He put new refrigerant in the unit, and he redid some of the ducking in the Attic. We are satisfied with the business response.ould push the hot air away from it. He also discovered the a coil was partially shut off and the ducking was pinched off and constricted. At extreme temperatures of 95° for above the unit will shut itself off and not cool the house. Before shutting off the temperature in the house reaches 80°. The HVAC consultant we contacted to come check the unit out also suggested that too small of a unit condenser was put in in 2020. We have a 3 ton unit and we need a three and a half ton unit or larger

  

  Business Response

  Date: 07/04/2024

  Mr. Terry, we apologize for your frustration. This will be a fairly long response as I will lay everything out as best I can. First of all I will do a timeline of events according to our records. In June of 2020 we provided an estimate for new hvac system and duct work. The system was installed (in the same location as the existing unit) on 6-5, 6-6, and 6-8. On 6-10 we were called out due to the unit not operating, it was determined to be bad thermostat wire, which was existing, we replaced the wire and this solved the issue. Newer communicating systems are very sensitive to wiring issues, we have since began replacing on all installs. On 10-10-2020, we were called out due to a blank thermostat, we found a broken wire on the safety switch which we replaced, and unit began operating with no further issues. On 7-9-2021 we were called out because the unit was not keeping up. We set the appointment up as the annual maintenance visit and found a dirty filter and dirty condenser coil. We changed the filter and cleaned the coil and the unit began operating correctly. Our next visit was on 7-13-23, upon arrival and evaluation we found a dirty filter and dirty indoor coil. Customer approved the cleaning of the coil and unit began operating correctly. We do not have any other visits on record. 

  On the concern about the location of the unit, this is not a normal unit, it is a side discharge unit and is installed to manufacture approved specifications. On the sizing of the unit, it was sized according to manufacture and code sizing. We installed the unit that was sized for this house based on the load calculation for the home taking into consideration size of home, number of rooms, doors, windows, and insulation. We are not allowed to install oversized units as that would waste energy and shorten the life of the equipment.

  When it comes to the warranty of the system, please refer to the contract signed by the customer. It states that for both our warranty and the manufactures that the system must have annual maintenance (preformed by us for our warranty) performed on the system. This was not done on the system voiding the warranty. Also, the system requires a high quality filter changed on a regular basis (in this case twice a year if proper filter is used). The reason the unit has not been able to keep up has been lack of proper maintenance based on our previous visits. 

  Here is what we are proposing at this time (we will call the customer directly to set up), we will perform a complete and thorough evaluation of the duct system and unit. Checking for constricted ductwork and the blocked A coil. We have pictures of the unit, but not of the duct system. We will make corrections if anything was not installed correctly or has settled incorrectly over the past 4 years. 

  We work very hard to make every customer as happy as possible and will look over the system and If there are any corrections needed we will make them.