ComplaintsforAux Home Services

• Initial Complaint

  05/19/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On February 3, 2023, I received service from Aux Home services (repair to my home furnace). I was charged $555.80 for the service. Approximately a month later, my furnace was not working and I called Aux Home Services back out to my home. They came to my home on March 15, 2023 and advised that my furnace needed to be replaced. I was advised that I would receive a credit of $555.80 toward my new furnace, as well as, a senior citizen discount (10%). I was induced to purchase the heater from Aux because of the credit and senior citizen discount. I relied upon the statements and quote from he sales representative, *************************. ******************** advised that he could not print out my estimate/invoice, and would send one through the mail. Two days later, I received an email, with a finance agreement that charged me more than was quoted to me by the sales representative. The charged amount did not include the credit or the senior citizen discount. I have been attempting to rectify this with the company for nearly two months. They will not return my phone calls and it took several weeks for them to send me an actual invoice (Invoice ********). The invoice fails to provide a breakdown of prices. I am attempting to resolve this issue by receiving the credit of $555.80 as promised and I relied upon in purchasing the furnace, as well as, the 10% senior citizen discount promised to me.

  

  Business response

  06/14/2023

  We have Refunded the Amount requested ( $ ****** ) check # *****. Mailed today 6/14/23

• Initial Complaint

  02/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  February 20, 2023, we called to have them fix our hot water heater. The scheduled to come the next day. The communicated the problem and said theyd have the part we needed overnighted to us and theyd be back Wednesday, February 22 to fix the tank. We paid them half the amount due. Today is Saturday, February 25. We have called multiple times a day everyday since February 22 to get someone to help us. They do not return calls. They have a few different phone numbers listed to contact them but every single number goes to a call center that also cant reach them. We tried calling the technicians cell phone but he doesnt answer and doesnt have voicemail set up.

• Initial Complaint

  11/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They charged me $770.00 dollars for a part that is under warrant with ****** until 09/2024. I should have only paid for labor according to my warranty. This company has serviced my heating/cooling for years. I even purchased the maintenance plan yearly. I never had a problem. A week or two after they serviced my AC Unit it stopped working. I think they did something to it. They gave me the run around for over a month and management would only email me. Every time I called they kept telling me they looking into and they would relay the info to management. I would hate to be an owner of a company and management refuse to contact you and resolve an issue like this. ******** emailed me 2 or 3 times and offered no resolution and seemed to be unconcerned. This is how the treat Disabled Veterans!!

  

  Business response

  12/16/2022

  Looking at the invoice, The pricing we charged was labor only, a warranty fee that the manufacturer charges for processing the warranty and an opening fee for the cost of opening the vendor. all costs that are simply out of our control. We didn't install the original equipment or there would have been no additional charges. 

  Customer response

  12/16/2022

   
  Complaint: 18437777
  
  I am rejecting this response because:
  That is not what was explained to me by the technician and there is no way it cost anything over $400.00 to install a part. I will digress at this point and this was a waste of my time. I trust God plan and I thank him for his hedge of protection!
  Im not homeless or hungry, thank God!!

  Sincerely,
  
  *********************************

• Initial Complaint

  10/27/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  After the current company I used for HVAC services went out of business, I contacted AUX for a 6-month tune up/routine maintenance service prior to winter 2022. Per the website and a phone conversation with an AUX representative, I was told my system would be serviced routinely, which includes routine maintenance and cleaning for a then advertised price of $*****. The technician arrived as scheduled, opened my unit and took pictures of things he said needed to be repaired or replaced. He also went underneath my house and stated I had a leaking pipe. Upon completion, I asked him did he perform the routine maintenance and was the cleaning done? He replied "No". He then stated this service is for members only. I was told I could join their membership program for $***** per month and he would then be allowed to complete the tune up. My request when I first contacted AUX was to service/tune up my unit and I was verbally told this would be done. However, the only thing he did was try to sell me a membership that includes the evaluation of plumbing, electrical and maintenance of my unit. While still at my home, I called the AUX office and again was told for the $***** price, my unit would be service and cleaned. He did not service or clean the unit but stated he could lose his job if he did it for that price. The only thing I received was a list of repairs (in his opinion) totaling $********. This was supposed to be a routine service call. The prior company I used, serviced my unit routinely and I've had no issues in the past. This is FALSE ADVERTISMENT. I did pay the $***** but did not receive the service I requested. After expressing my concerns to the technician, prior to leaving my home, he said he was going to put me on a do not service list. FUTURE CUSTOMERS BEWARE!!

  

  Business response

  02/07/2023

  We handled this complaint internally. We went thru extensive training on how to better handle these type situations. When we arrive if the unit has any issues our technicians are instructed to not tune them up so that it doesn't appear that we are the cause of the issues. But the way this one was handled wasn't the proper way. We have instructed our team in the future in an en event like this you cant charge the customer if you are unable to perform the tune up. 

   

  Mr **** was refunded back when the complaint was originally filed. Once we noticed that is what happened. We sincerely apologize to Mr **** for the misunderstanding. 

• Initial Complaint

  08/16/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  When I made my initial call to this company, I had an emergency situation, and I had a lot of issues with the scheduling group. So, when I heard about the Always Ready Membership Plan from the technician who came to my house, which provides members with 24 hour HVAC service, I was very interested. The technician told me that, as a member, I would be guaranteed appointments within a 24 hour window from when I called. I was sold purely on that point alone. However, the very next time I called, I was told that the next available appointment would be 5 days from the day I called. Further, the after hours scheduling employee doubled down on the 5 day wait time even when I told her that I considered having to wait 5 days an emergency. At that point, I was reasonably angry. I had just paid $299 for a full year membership purely based on the obvious misrepresentations made by Aux's technician engaged in what I now believe were questionable sales tactics. Granted, after I called and confronted Aux about their very questionable sales tactics and clear breach of my membership agreement, they magically found an available appointment slot 2 days after I called. However, by then, I already knew that my membership was not going to be honored as it was represented and sold to me. So, I simply asked for a full refund. They agreed to provide one to me, but that was over 2 weeks ago. First, they promised me my money back within a week. Then, according to them, they didn't even mail the check until a week later. Now, it' has been another week, and no check has come. So, I am filing this complaint in pursuit of my full refund that was twice promised to me.

  

  Business response

  08/17/2022

  Refund for membership in the amount of $299 has been issued via check #***** and has been mailed to customer.

• Initial Complaint

  07/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  AC unit installed June 2021. Unit went out July 4th. Tech came out July 5th about 8am. Great response time. After that no communication. Had to call them on numerous occasions just to hear compressor is on order. Asked for shipping information, just to have some sort of timeline of repair. It is now July 16th. Unit was installed in a day and now I can’t get 1 phone call with an update. Understand delay in shipping across the country but a phone call every few days to give an update would go a long way in 100 degree weather.

  

  Business response

  07/18/2022

  I agree completely. I apologize for the misstep in communication we are experiencing several manufacturing and shipping delays but that doesn’t excuse the lack of communication. We will be in touch asap. 

• Initial Complaint

  08/31/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  AUX came to my mother's house at xx on 2 Aug. 21. We were having sewer fly infestation and thought that there might be a break in some of our pipes. Aux didn't find any breaks in the pipes but there was a section of pipe that was underground that they could not view, this section would need to be uncovered for viewing. I initially agreed to let AUX, on the next day, dig up/replace this section of pipe just to be safe. I gave AUX a $xx deposit with the understanding that work would begin and be finished the next day. The next day AUX called to say that they could not do the work because they didn't have the needed supplies. I told AUX that if the work could not be done that day I would have to cancel the order since I had to head back home that evening. The AUX representative I spoke to said that she would check with the work crew and see if there were any other options and then call back. She never did. Requested refund on 5 Aug, no refund yet.

  

  Business response

  10/01/2021

  Business Response /* (1000, 7, 2021/09/16) */ I apologize, it looks like we started the refund but our software had a glitch. I will get on this right now and process it . Consumer Response /* (3000, 9, 2021/09/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) I accept this response if the company actually follows through and issues the refund. Please hold this open until I report back that the refund has been received, an additional 10 days should be sufficient.

• Initial Complaint

  08/31/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  It started over a month ago, initially just bad service, when I called Aux Home Services to schedule both an AC repairman and an electrician to help fix 2 separate problems. Long story short it took 2 separate visits just to tell me I needed a whole new AC and furnace and after promising both days an electrician would show up he never did. On Friday Aug 27 they finally installed a new AC and furnace and I paid over $8900. 24 hours later on Saturday Aug 28 water started coming through my ceiling into my living room. The on call repairman (the only person so far who seems to know what he is doing) pointed out all the ways they had incorrectly installed the new AC including breaking the drain pipe so water had been filling up my attic and now has caused water damage to my house. They also clearly lied on the receipt when it says drain pipe was tested. They said a sheet rock repairman would call me - he has not. Now I have water damage and don't trust them to fix it.

  

  Business response

  09/20/2021

  Business Response /* (1000, 5, 2021/09/01) */ Contact Name and Title: **** ********** Contact Phone: XXXXXXXXXX Contact Email: ****@auxhomeservices.com We Spoke with Mrs ***** Yesterday 08-31-21, apologized for the issue and was able to schedule someone out to make repairs. It was our understanding everything was ok at that point.

• Initial Complaint

  08/17/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On April 29, 2021, I contracted with Aux Home Services to complete the following work: 1. Remove all existing HVAC ductwork under my house located at 751 Montgomery Dr, Birmingham, AL XXXXX 2. Replace with new, re-routed ductwork at same location. 3. Install new outdoor AC unit and matching indoor furnace unit at same address. 4. Complete ductwork after the new equipment was installed. I paid a $10,000 down payment through American Express on 4/29/21. The duct work was done between June 7 - June 10. On June 10, I was told that the equipment was back ordered until the following week. Since June 10, 2021, I have not received any information from AUX regarding this job. I've called 18 times, trying to get information or make alternate plans, and have NOT ONCE been able to speak with any person knowledgeable about this job. I was told, on occasion, that I needed to speak with ****, for whom I've left many messages. All I've been allowed to do is leave messages. Please help.

  

  Business response

  09/30/2021

  Business Response /* (1000, 7, 2021/09/13) */ Below is the response we recently mailed to Mrs *****. Thank you for reaching out to us concerning the replacement of your system. We understand that unit is still on backorder for the system you requested. We recently reached out to the manufacturer to get an official update. Ill attach a copy of their response. Unfortunately, we are still seeing major delays from all manufacturers on everyday parts. It has hit our heating and cooling department hard with major delays. We strive for satisfaction and regret that this has taken as long as it has. I understand that we have built and installed ductwork in preparation for the remainder of the system replacement. According to the original quote **** **** left in April the duct work portion was $5200.00. On 04/29/2021 we took the initial $10,0000 deposit towards the Full job. With that said enclosed is a refund of the remainder of the deposit in the amount of $4800.00. Thank you for your loyalty and continued business with us and look forward to serving you again in the future. Consumer Response /* (3000, 10, 2021/09/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) 1. As previously stated, I called AUX 18 times between June 10, 2021 and August 18, 2021, but never received any response. It was only after I sent them a letter, implying that I would file a lawsuit over this matter, that they attempted to contact me. However, I had instructed them in my letter to contact not me, but my attorney, which they never did. 2. AUX left NEW, UNUSED ductwork all over the crawl space of my house, and also under my porch. I HAVE MANY PICTURES TO PROVE THIS CLAIM. I don't know its value to AUX, but it's worth nothing to me, and I refuse to pay for it. Therefore, a $4800 refund from my $10,000 deposit is UNACCEPTABLE. 3. This ductwork was carefully removed by HVAC professionals from under and around my house, and has been stacked in a protected place in my backyard since August 18, 2021, waiting for AUX to pick it up. I explained that this was the case in my letter, but to date, AUX has not retrieved this NEW, UNUSED ductwork. It is still there. If they do not retrieve it by Sept. 30, 2021, I will consider it abandoned, and will dispose of it as I see fit, with no obligation of any kind to AUX. I explained this, too, in the letter that they received on August 23, 2021. 4. I am also in the process of filing a complaint with the Alabama State Board of Heating and Air Conditioning Contractors. To resolve this issue to my satisfaction, I want a full refund of the $10,000 deposit that I paid to AUX. Otherwise, I WILL litigate.

*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. ↩