Complaints

This profile includes complaints for Pride Air Conditioning & Heating Services Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Pride Air Conditioning & Heating Services Inc. has 4 locations, listed below.

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  Pride Air Conditioning & Heating Services Inc.

  7206 S Hill Dr Manassas, VA 20109-2609

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  Pride Air Conditioning & Heating Services Inc.

  6969 Gateway Ct Manassas, VA 20109-7302

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  Pride Air Conditioning & Heating Services Inc.

  4613 Twinbrook Rd Fairfax, VA 22032-2042

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  Pride Air Conditioning & Heating Services Inc.

  10435 Balls Ford Rd Manassas, VA 20109-2640

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:08/14/2023

  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.

  ******** **** ****** (***) assigned PRIDE AC as the contractor to fix my AC issues and the contractor gave two options for the repair either to replace the AC or fix it as per warranty directions. I chose the fix as it was less expensive than the replacement of the entire Unit. The Contractor charged non covered expense of $2037.42 and the payment receipt attached. The AC unit started to fail within a week and with a recall with ***, the contractor came again and suggested to replace or pay non-covered expense to the tune of $1231,80 as there is a leak in the outside unit. My complaint is the contractor should have done a full check on my system before filling the ***** and charging me the non-covered expense of #2037.42 initially. As a consumer I don't know the intricacies of the AC system and I believe with the experts. The total money is wasted and my repair is not done during the hot summer. The work started on July 5 and still not fixed. Price AC has to refund the money for not identifying the other issues and before charging me. They should have told that the expense is going to be more and suggest that there are other leaks which has additional non-covered expensed. The contractor did not do a full investigation of the problem and has misguided me with the repair. I expect as a consumer that my AC will work and what is the expected out of pocket for me. Throughout the repair the technicians always told me the issue will be repaired and the unit will work back as it was before. Can you help me recover the money that was paid because of faulty diagnosis. How am I supposed to pay for a contractor who did such a poor job to fix an unit without a detailed analysis? Contractor should have done a full scope analysis and presented me the entire repair cost which would have helped me to take an intelligent decision.

  Business Response

  Date: 08/14/2023

  **. *************** Placed a service request through his Home warranty company on July 5 and we diagnosed at that time that the indoor evaporator was leaking refrigerant and the system was 20 years old and we recommended replacement to do age and that the system used R22 and was no longer available, we had have to convert it to R407c. We cautioned him that this was a risky repair do to the age and condition of the equipment, we quoted him with new replacement options, but he wanted to see what his warranty company would cover to keep his cost down.His warranty company only approved him  to replace the  evaporator coil which had out of pocket expenses. He was also offered a replacement quote through his warranty company at a highly discounted price but refused. We completed the work that we were approved for, tested and the system was working normal after completion of the work.  His condenser coil failed shortly after that which is a different component and not related to the part we replaced. We gave the customer all options and opportunity to replace his equipment before proceeding with this risky repair. It is unfortunate that this additional failure occurred, he was given the options upfront and choose the wrong one. ********************** can contact our office if he would like to discuss any further. 

  Customer Answer

  Date: 08/15/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:

  The contractor did not mention in their response that they failed to identify the leak for the ***** they filled by charging me more than $2000. I as a consumer can only go what a warranty company offers and cannot replace on my own because the contractor is suggesting because of the age. Right from the start Pride AC was marketing to buy the AC brands they are selling and did not even offer a discounted price as they stated in their response. Warranty company has experts and they guide me than going with what a contractor says. The complaint I submitted is very targeted. The complaint is that Pride AC filled the ***** without identifying there are leaks in the outside unit. The ***** got drained due to leak with a couple of days after the repair was done. The technician who came to my home for a follow up said the system is very low on ***** because of the leak. Pride AC has unnecessarily charged me for the ***** by their missed diagnostics of the leak in the system. I expect the technicians to make sure there are no leaks in the system before they fill the ***** when they charge such a huge out of pocket to the consumer. I will appreciate if Pride AC can admit that they made a mistake not identifying the leak before they filled the ***** and to refund the money for their missed diagnostics. I pay monthly fee to the warranty company and I need to go with their guidance than the contractor. If Pride AC thought the system is beyond repair then they should have communicated to the warranty company for further action. Warranty company acted what the vendor stated and seems Pride AC misguided the warranty company also.  To restate, the complaint is not the unit is not working but charging unnecessarily for a unit that had leaks and filling with ***** and getting it drained. This seems the contractor was forcing me to buy the unit from them. 

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

  Business Response

  Date: 09/06/2023

  As a response to our last reply that the customer rejected. On July 5 we arrived at the home and found the system low on refrigerant. We preformed an Electronic leak detection to pin point leaks and if they are repairable or not. We confirmed that the evaporator coil was leaking and NO leaks detection on the ac at that time. We can only give the diagnosis and component failure that we find. Do to the age of the system 2004 , we recommended that it be replaced as this is a risky repair on a system that has a 13-15 year average life span. His warranty company offers new equipment at a discounted rate an we submitted that form for him, and a quote was sent.He didn’t except the warranty company offer, and only wanted the repair done. After installing the new evaporator, we pressurized system with nitrogen to confirm no leaks then pull an evacuation of the system with a Micron gage to confirm a tight system after that we add refrigerant and test unit. It is very unfortunate that the condenser coil failed, which was diagnosed on August 7, 3 weeks after repair was done. This is exactly why we caution these kind of repairs on such an old system. We submitted to the warranty company that a new outdoor unit was now needed,  His warranty company informed us on August 10 that the customer took a cash out and closed ticket. We diagnose the proper failure an only recommended the replacement to avoid situations like this. We feel we did nothing wrong or incorrect and tried our best to inform the customer. 

  Customer Answer

  Date: 09/08/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:

  Pride AC keeps on trying to cover up the issue with the age of the unit and that the condenser failed subsequently. They are not admitting that they did not do the leak test or their testing was bad. The AC unit did not work as it was before when they fixed. The technician who came told me that it will take days for the new coil to get settled and to wait. The reason to report back to the warranty company not the next day was by the direction of the technician from Pride. I am still replying back to my complaint is not allow any vendor for the cover up they are doing and not accepting that they did do a mistake of the leaks. I want to reiterate again and again its not the failure of condenser but the outrageous charge for filling Freon which got leaked in a day or two. The charge of $2300 to fill Freon for a 2 ton AC unit seems to be outrageously high. I had the warranty company to give second opinion and the technicians told that Pride AC would have easily identified the  leak when they filled Freon but they continued with the fill to get the money for their profit and not considering that the consumer will lose money and the AC not getting fixed. I will keep responding until they stop this cover up. I haven't got the cash back from the warranty company as of today and I asked for the Cash in Lieu as I was cheated by Pride AC. Even if I get the cash back for the condenser its not going to negate my complaint. The complaint is that "Pride AC filled Freon and charged me when they know there were leaks in the unit."

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