ComplaintsforACG HVAC Inc.

• Initial Complaint

  06/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hello, *** * ** **** *** ****** **** ****** **** *** * **** ********* *** ** ****. I took possession October 6th, 2020. Before signing in front of the realtor, the owner said that he had installed a new air-condition unit. I ask if it worked and he said yes, very nicely. Busy with repairs and painting and it was cool, I never tried the air conditioner until the the heatwave in June 2021 , and it did not worm. I talked to *** a man that lives above me and he said, oh, yes there was a problem since the installed it, but I thought they had fixed it. **** * ***** **** *** *** ***** ***** ** *** ***** **** ******** ***** *** **** ********* Then I called Scott and ask what is the problem with the air conditioner, he said " that there is a slow leak since we installed it and we cant find the leak, we spent 2 days, 7 hours looking for it but could not find it" I called another air conditioner man from ******** to come in fill it up, he said that there is a leak somewhere and that they will need to open the wall to find it. I related that to Scott on the phone and I said "since you convinced *** to people in the units to install this air conditioner 6 were installed, one mine has a leak. I told Scott that as a business man, he needed to take responsibility to fix it since they knew that from the beginning that it was leaking. I bought this unit not knowing that there was a problem. So spring came 2022 and I called Scott to remind him to come and fix it. He sent a repair guy over and he said, there is a leak. a week later he return to try something new to plug the leak, he injected a foam that seals, but he said they would not know it it works. He filed up the unit with nitrogen again so it will be filled for this summer. He " said that this foam that he injected in something that he has not done before in air conditioners but before removing my tv and opening the wall , they wanted to try this." He walked out and last week I received a bill from Scott for $886.20.

  Business response

  20/06/2022

  I find this complaint to be rather unusual and beyond filled with inaccuracies.  I was contacted by the complainant originally in the summer of last stating she had had a contractor from ********* come out and that there was a leak in a system installed in February 2017.  She was not happy that the TV would have to be removed from the wall, and the wall opened up and was asking for a second opinion. Based on our schedule at the time and the fact that the unit had been temporarily repaired by the other contractor the decision was made to return in the spring and investigate further.  I asked her to contact me and we would set up a time. I sent a very experienced tech to her house to investigate 41 years of experience in the trade.  It was determined that there was a very very small leak in the system.  In an effort to avoid opening up the wall we installed a polymer based product specifically designed for this scenario that we have used many times.  And started the unit back up and tested it thoroughly.  As stated by the complainant the unit is out of warranty.  I absorbed the cost of travel in the invoice and did not charge her for the two trips.  Just the time spent on site, which I thought was quite reasonable.  

  As for some of the other statements made the phone call where she told me to be a businessman and that I have to take responsibility and fix it as I knew there was an issue from the start that it was leaking is simply false.  It flat out did not occur.  It is simply a lie or an embellishment at best.  The actual conversation she was quite a nice lady and we scheduled a time as discussed the previous year.

  As for golfing with the previous owners all the time also completely false. I had never met the previous owners prior to the day I arrived to quote the job. And I have certainly never seen them outside of a client/work setting.

  I am sympathetic that the owner was told that the equipment was working properly and I can't speak to whether that was true or not as we were not there to verify.  I am also sorry the new owner did not do their due diligence and have a home inspector or mechanical company come in and test all of her systems prior to taking ownership of the house.

  If she felt that this should have been a free repair despite being out of warranty which she was aware and noted in her own complaint then that should have been expressed prior to having my company come out and perform work. 

   

   

   

   

   

  Customer response

  20/06/2022

  
  Complaint: ********
  
  I am rejecting this response because:It is upsetting to read what Scott wrote. He states that some of the things I wrote to BBB are false, very upsetting to think that he things that I would make up things. He himself told me that there was a leak the very first time I called him in June when we had the heat wave, and I did called him first but he could not come out because he was too busy. Therefore I contacted another person in *********, after calling 30 finally someone from ********* came out.Also when we talked in June 2021 he told me about the slow leak that was in the pipes behind the wall. Anyway I hope that he realizes that this is not good business. A business can’t just charge whatever they want, mechanics always call and say how much it will cost, and had he called me and told me that it was on me, I would have hired someone else. Actually when I called in in May 2022 and reminded him about the leak, I told him, Scott this is on you, you need to fix it since you installed it and it Ben leaking ever since. He said I will send someone out. He. States that I knew the warrantee was expired and I knew that, yes but it’s been leaking since he installed it. He did said to me that he had sent someone out 2 times for 7 hours and could not find the leak. Thank you for trying to solve this problem, much appreciated 
  Sincerely,
  
  ******** ***

  Business response

  08/07/2022

  The original complainant has the right to withhold payment.  I as a business have the right to pursue payment by potential liens or small claims court if I choose to. In the original complaint it was stated the unit was out of warranty. By years I might add. I am no longer participating in this process as it is a waste of my time. We did the work we should be compensated. I am not going to respond to any more emails regarding this as I have already spent more time than I should have on site and dealing with this.  Thank you. 

  Customer response

  08/07/2022

  
  Complaint: ********
  
  I am rejecting this response because:
  I still feel that this should have be en fixed by the installer,knowing that there was a slow leak since the installation was done. Even now that they came and did some repair , they can’t guarantee me that it will work next year. It works now because it is refilled, but Kevin the repair person said that they could not garante it it is fixed. It is poor practice that they will charge an outrageous amount without letting me know how much before they started. I can’t and I will not pay him what he is asking for. **** *** **** ***** ** ****** * ***** **** **** *** ******* *** ******** ** **** ***. Thanks 
  Sincerely,
  
  ******** ***

*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. ↩