ComplaintsforAire One West Heating & Cooling Inc

• Initial Complaint

  23/08/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This is a complaint about the man who came to fix the air conditioning unit for my house. The man who came to my house was argumentative and **** with me a homeowner. He charged me $650.00 for saying he fixed the air conditioner and it did not work after 2 days. The guy who came to my house said he put 2 pounds of Freon into the air conditioning unit, but did not. An air conditioner compressor will not work if there is no Freon in the unit. There is nothing wrong with Compressor motor because it worked once there was some Freon in the unit. I believe he put some Freon in but not 1 or 2 pounds that was needed. I do not want to have that Company back to my house because of the lack of not a good customer relationship and co-operation. I want my money back. I went to talk to the manager and recorded the conversation. I was willing to have some of my money back less $200.00. The manager was also extremely **** and did not want to give me my money back.

  Business response

  23/08/2023

  Tuesday August 1, 2023
  - Customer called in to book a service call
  - At time of booking, customer kept saying her a/c was new even though she acknowledged it was the one Aire One installed in 2009
  - Service fees and charges explained to customer by our service dispatcher
  - Customer argumentative at time of service booking 

  Thursday August 3, 2023
  - Our technician arrived at 9:04AM for the service call
  - Found the high pressure switch had tripped so he reset it manually, the condenser coil was dirty so he removed the panels and cleaned it off with a hose, the condenser fan motor did not turn over so he manually started it, he checked the dual capacitor and contactor, cleared the drain, recommended a new filter, and added 2 lbs of R410a refrigerant due to low suction
  - He recommended a new condenser fan motor, blade, and capacitor + labour for a total of $1,685+hst
  - In addition, he also recommended a new heat pump package that qualifies for a $7,100 Rebate
  - The customer did not show any interest in either repair or replacement recommendations so our technician billed her for the service work he performed that day - $79 diagnostic service fee, $119 labour,$378 Refrigerant for a total of $576+hst
  - Customer paid by cheque same day
  - Technician called the office at 10:29AM to notify us that the customer was very argumentative and left the premise at 10:38AM
  - Customer called the office at 10:46AM and claimed that our technician was **** for telling her what she needed to do with her unit at her house when she knew better, she asked why he was a technician if he couldn't even fix a motor, then she said the $600 repair better last 5-10 years or else because she knew where we're located, she told our dispatcher she did not have an income and that we weren't the first company to come out and charge her money and not actually solve the issue, requested we not send this same technician to her house in the future 

  Saturday August 5, 2023
  - Customer called in and said she had no cooling 
  - Claimed our technician didn't actually top up the unit like he had said
  - She said she was going to put a stop payment on the cheque she issued to Aire One on August 3rd
  - We told the customer there was no need to do that as Aire One would send the weekend tech at no cost to her to see check out the unit again
  - Customer demanded to speak to the Owner of the company but was informed she could speak to the Manager instead on Monday or anytime throughout the week
  - Customer wasn't pleased and said the Owner of the company should give her the respect and meet with her
  - Customer was told that the Manager would look after her and that there was no need to put a stop payment on her cheque
  - Customer declined follow up visit over-the-weekend

  Tuesday August 8, 2023
  - Customer came into the office
  - Demanded a refund for the August 3rd service call
  - Customer said she didn't believe our technician actually put 2 lbs of refrigerant like he said he did
  - Customer said she has another company coming to look at the unit and wanted a partial refund from Aire One so that she could cover the cost of the other company's service fee
  - The Manager told her there was no need to pay another company more money and offered to send another Aire One technician to assess her central air
  - Customer refused free follow up service, displayed signs of irrational behaviour, shouted that she's taking Aire One to court and left the office

  Aire One installed this A/C back in 2009, prior to her phone call on August 2nd, 2023, we hadn't heard from this customer since March 21, 2012
  All heating & cooling units need to be serviced periodically to function properly, if neglected then parts will start to fail
  We apologize for being the bearer of bad news but the reality is the unit was not maintained and as a result the customer's a/c needs replacement parts

  Our technician was kind enough to only charge her 1 hour of labour even though he was at her house for 1 hour 33 mins

  The customer declined Aire One's free return visit, there's nothing more we could do. 

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