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:08/17/2022

  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.

  General Air Conditioning installed a Trane hvac unit in 2019 and has been maintaining my unit since then. On April 11, 2022, they were called to repair my unit for no power. They found that it was a clogged drain and faulty safety switch. I was quoted ****** to have this done or if I agreed to a maintenance agreement for ******, they would waive the cost of one service fee, so I agreed to pay for maintenance agreement in order to have drain cleared and safety switch replaced. On April 18, 2022, the power to my unit went out again and water began leaking from my kitchen ceiling caused by the overflowing drain pan. I used a sump pump to drain that night and General was called again to repair. The drain was found to be clogged again and at that time the technician revealed that the safety switch was never replaced or reconnected. I was charged ****** this time to clear the drain and they wanted another ****** to install the safety switch. I explained that this was supposed to be done already and they denied and told me to speak to *** who is supposedly their owner. I have sent an email and have called 4 times and spoke to their secretary who always tells me that he is not available or out of town. I feel they are responsible for the damage to my kitchen ceiling and requested a refund for the maintenance agreement because I refuse to do business with them again. The Secretary tells me that it is up to *** to approve refunds, but he is never available and has not responded til my email or numerous messages.

  Business Response

  Date: 08/29/2022

  Timeline: 6/10/2019 new system with an air handler installed at ******************** home
  

  Maintenance was done on the system two times in 2020 as part of the new system install
  

  No maintenance was performed in 2021 - this would have been a charge to the customer
  

  4/11/2022 customer complains of system not cooling and the thermostat losing power. Discovered drain line clogged/backed up and the drain was cleared out. Invoice #******
  

  4/18/2022 customer complains of system not cooling again.  Technician discovers the drain was clear and the safety switch had a short in it. Recommended a new safety switch- declined.  Invoice #******
  

  6/21/2022  Original call for water leak.  Upon arrival customer pointed out wet ceiling.  Customer also questioned why safety device was not installed.  Technician will need approval for repairs today drain was flushed and new safety device was offered and declined again.  Technician removed herself from situation and does not wish to return.  Invoice #******  
  

  Comments about invoice #******:  It appears my technician wrote up the drain line safety switch to be installed on invoice #****** but it was not installed but it was not paid for either, she removed herself from the home for some reason -safety or an unreasonable customer.  This was the same technician who went on all three visits in 2022.  The invoice details show the customer declined the safety switch to be installed. 
  

   

   

  Comments on the overall complaint that General Air caused damage to his home:  ******************* had the opportunity to replace the drain line safety switch which could have prevented the condensation from getting on his ceiling, but he declined the repair and unfortunately water damage occurred.  As far as a refund for the maintenace agreement, $229, General Air would be willing to cancel the remaining vistit for the heater insepction and return $114.50.

  Customer Answer

  Date: 09/14/2022

  This is a matter of the technician claiming that the safety switch was declined which is not true. The attachments you sent were not what I received. I have the invoices from each visit and they look completely different. I do not accept their offer because the original service was never done and I would like proof that we declined the safety switch, not just the word from the technician. The invoice I have does not say anything about the switch being declined. Those invoices were altered or never sent. I would prefer a full refund of $229.00 for the maintenance agreement and would like the BBB to have record of the unethical practice of General Air Conditioning. Each encounter with this company has been met with unprofessionalism, deceit, and unfairness. I believe this is only right. Thank you for your time and consideration.

   

  -***************************

  Business Response

  Date: 09/14/2022

  The invoice may have physical differences due to the homeowner copy being from our mobile device and being viewed in his mobile device; the statements on the invoice are the same.   

  In the section of invoice #****** labled "Details" a safety switch was recommended.

  Invoice #****** the cooling portion of the maintenace agreement was completed.

  $114.50 being returned to the customer is still offered pending acceptance via BBB.

  Customer Answer

  Date: 09/15/2022

  Complaint: 17727207
  
  I am rejecting this response because: Although, the company claims the invoices are the same, the invoice I received is illegible and makes no sense. Also, the company is unable to provide me with proof that I declined the safety switch. I stand firm that this is untrue. I should be asking for company to pay for the cost of the repair to my ceiling, but only want my $229.00 back for services that was not provided. ********************** stated that faulty safety switch would be replaced and this was not done. 
  
  Regards,
  
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