ComplaintsforSchaef Air, Inc.

• Initial Complaint

  04/13/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On December 15, 2022, SCHAEF Air came out between 12-2 pm and fixed the heater. On December 17, 2022, SCHAEF Air came back out to fix our heater again because it did not work. They claimed they fixed it and charged $122. The HVAC rep claimed that it is under warranty and would not have to pay any additional fees due to it being the same ticket. They could not figure what was wrong so they decided to order a new motherboard which the receipt reflected retro fit kit. They came back on December 23, 2023 and installed the retro fit kit. It would light up but would not stay lit. They decided to order the new flame sensor and hot surface igniter. On the receipt, it shows that they installed it on 1/18/23. The company sent a bill two months later for $503, without any explanation. We questioned the bill and she sent a new bill of $381. She claimed that we paid the initial $122. However, she told my husband that the discount was for the motherboard and igniter because it was under warranty. I requested an itemized receipt, which did not reflect installation for four different visits for the same problem. The receipt also charges for ADDITIONAL LABOR CHARGE FOR PROCESSING WARRANTIES at $76. I am questioning their business practices as they charged every time they attempted to fix the problem. I question if they pretended to fix the problem so they can come out several times to create additional labor charges. We paid labor costs to fix the problem the first time at $122. Why did I continue to pay for labor charges for something they did not fix? Also, why was I charged for additional labor charge for processing warranties? I would like this company to be investigated for illegal billing labor charges and practices? Initial, they charged us for the parts when it was under warranty. Then, she removed the $122 claiming that was for parts. I would like a refund for $381. Also, the bill was dated 12/23/22 but sent 3/15/23. It was sent two months later.

  

  Business response

  04/18/2023

  To Whom it may concern, 
  I am responding to a complaint made on 4/15/23 by ****** ****** regarding the service we provided for our customer ****** ******. 
  On 12/15/22 a Schaef Air Service Tech was dispatched to ****** ******'s home at his request for the complaint of No Heat. This is our first encounter with Mr ******. His Furnace was installed by another company however they were unable to reach the company. Upon arrival adjusted the gas pressure. Tested unit for proper furnace operation. Unit was working as it should when our tech left the home. $122.00 was the service charge and paid in full by ****** ******. 
  12/22/22 We returned back to the residence after receiving a call from Mr. ****** stating the unit was not blowing heat. Upon arrival it was found the unit needed parts. note the Furnace was under manufacturer warranty. Schaef Air ordered the parts through our parts distributor, and some were on back order.  NO CHARGES BILLED
  1/13/23 Picked up parts and returned to install. Once the Retro fit kit was installed the flame sensor also had an issue. NO CHARGES BILLED 
  1/18/23 Picked up parts and returned to install flame sensor and glow plug. Unit is now working as it should. $503.00 Charged
  1/31/23 We had not received payment so I emailed Invoice ****** through QuickBooks with no response. (this is date stamped in Quickbooks)
  on 3/16/23 I emailed the invoice again. I received a call back from ****** ****** questioning the invoice. He was questioning the amount I reviewed the technicians notes and was able to apply the $122.00 from the first visit which then brought down the total due $381.00. Mr ****** stated he agreed and that his wife would be calling with a credit card for payment. 
  Received a call from ****** Gordon asking for a breakdown of charges on the invoice. I provided her with a breakdown of charges. We spoke over the phone I offered to take payment by credit card. She declined stating she would mail a check. 
  3/24/23 No Payment received - emailed Invoice and left phone message. 
  4/15/23 Mr ****** ****** called in credit card payment. Mentioned nothing about being unhappy. 
  All communication was with ****** ****** up until the end when final payment was due. I do not believe ****** Gordon understands everything that was done for us to obtain the parts and file the defective parts for warranty. Schaef Air did not install this system therefore there was no labor warranty. The furnace was fixed and working on our last visit when the charges were given to ****** ******.
  I am also asking this complaint be removed from our company profile as it is not coming from the actual customer. Please let me know if you have any questions or need additional information. 

• Initial Complaint

  12/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Bought AC 7/5/21 but never worked (****** said bad part caused all fluid to leak out). Received loaner after hot summer was over. After almost 6 months I still don’t have a new AC. Want refund since company c***ot be trusted to honor their warranty or do future repairs in a timely m***er.

  

  Business response

  12/17/2022

  Good Afternoon,

  
  

  I am writing in response to the complaint issued by Mr and Mrs ******. 

  I have also cc'd Mr and Mrs ****** in this messge for thier records.

  
  

  In  July of 2022 Mr and Mrs ****** purchased a new Amana PTAC through the wall heating and cooling unit from ****** Air. At the time of install it was tested and was working as it should. 

  In Aug of 2022 we recieved a call stating the unit was not cooling, we dispatched a service technician and the unit was found to be low on refrigerant. 

  Upon ordering the parts needed for the repair it was found the manufacturer had a national shortage of reversing valves. There were also no Amana units available for purchase at this time. 

  As soon as one of ****** Air's used units became available we uninstalled Mr and Mrs's ******s newly purchased unit and gave them one of our "loaner" units so they would have cooling and heating. 

  To this day we have not recieved the valves. 

  We have been in contact with Mr and Mrs ****** throught the months however I understand thier frustration with the situation and would like their unit returned to them. 

  
  

  We are finally expecting our order of new Amana PTACS and have promised Mr and Mrs ****** a new Amana PTAC to be installed within one week at no additional cost to them. 

  I also offered them a full refund and they optied for the new unit as long as we install in the mentioned time frame. 

  
  

  Please take this in consideration when reviewing this customer complaint. We at ****** Air strive to provide good customer service and enjoy taking good care of our customers now and for years to come. 

  
  

  Let me know if you have any questions or need additional information. 

  
  

  Best regards, 

  *** *******, Office Manager

• Initial Complaint

  10/14/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Schaef-Air installed 3 Mitsubishi electric ceiling cassette type air conditioners during January 2021. Final payment was made on 1 February 2021 in the amount of $9,730.00. Since installation, we have had two service calls to fine tune the units. However, our master bedroom unit has not been adjusted to an acceptable variance in temperature. It varies about 10 degrees off of the temperature set into the controller. We have contacted the manager, ***, at Schaef-Air on numerous occasions to have this unit fixed. However, *** promises to look into the situation but we see no action on her part to solve the situation nor call backs. We like the other two units but this one needs to be fixed or replaced.

  

  Business response

  10/15/2021

  Good Morning,

  
  

  Thank you for the notification regarding Mr. ****** *******. We installed his HVAC system in January of 2021. His first complaint was phoned in on 3/2/21 which we responded to with sending out one of our service technicians. Since this unit is installed within the ceiling our service technician requested assistance. We returned to the ******* residence on 3/11/21 and made some adjustments. 

  The next time I heard from Mr. or Mrs. ******* was on 9/13/21 when ***** ******* called and left a phone message on one of our service technicians' (******) cell phone. ****** forwarded the message to myself , I returned the call and spoke with Mrs. *******. and dispatched a technician on the following Tuesday 9/21/21.  When our technician arrived he found an issue and resolved it. I spoke with Mrs. ******* and let her know what we found. 

  I then received a call from Mr. ******* stating there was still an issue with the unit. Last week when I spoke with Mr. ******* I let him know I had contacted our Mitsubishi Representative to schedule one of their technicians out to meet with us at the residence and was waiting for a response. 

  I understand this issue has been going on for a while intermittently and the customer may be frustrated however I have been in contact with the ******* and vow to resolve this issue and contact them today. 

  
  

  Please let me know if there is anything I can do to remain in good standings with the BBB. 

  
  

  Best regards, 

  ***** ********

*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. ↩