ComplaintsforA-1 Heating and Cooling

• Initial Complaint

  12/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  New mobile home. I requested quote to install AC. AC got installed 10/21/22. Something not working right. Contact business. New tech comes and states there are parts missing that should have been installed. Office now says the parts missing are for furnace not AC therefore not installed nor quoted originally. He also mentioned ducts should have been cleaned. I feel the tech quoting should have mentioned this "IF" it's true. Now they want to quote me extra to install these missing parts. They are terrible at returning calls or doing proper follow-up. I feel the "estimator" did a very por job (and not returning calls). He should be held responsible for this mess. The ducts should be cleaned and missing parts installed at their expense - and soon rather than later. A consumer places trust on a business to do their job accurately and professionally. I shouldn't have to be chasing them to get information or resolutions.

  Business response

  01/04/2023

  Good afternoon,
  A1 Heating and Cooling has been in contact with ****** to discuss her concern before the BBB complaint that has been filed. This complaint stems from the customers dirty filter that came about after we added an ac unit to the customers already existing furnace setup. Her current furnace was operating correctly at the time of the estimate to include after installation. We validate and run all systems before leaving the installation. ****** has a unique furnace that was custom built for the manufactured/mobile home during the original construction. We will attach pictures to the BBB complaint. Our suggestion is to have the homeowner either get in contact with the original builder and or the manufacture of her unit for a better understanding of the model. Below you will see the details of her call and our service. At the time of the installation, the customer only had ******************** and with the current temperature, the last time the unit ran was during the beginning of the year.
  ************************* had an Air conditioning Condenser installed on 10/21/2022
  
  
  ****** called our office in regard to black spots on filter we dispatched ************** to have a look and at that time ************** was unsure as to what had caused it and assumed it was due to the furnace not having a plenum. ****** felt it was our fault since we had installed air conditioning, but we did not install her furnace or perform any work on the furnace other than adding the coil for the air conditioning. We sent a secondary technician out a couple weeks later to take a look and took photos of the furnace and created a rough draft estimate for a plenum. After further review it was determined that those furnaces come manufactured without a plenum and the black spot is from the air intake causing a dirt **** where the air intake is located.
  The last visit to this home was 12/29 .
  
  (Pictures of the customers appliances are attached in her file due to permitting and requiring a load calculation)
  
  See Attachment/File: *************************.zip

  Customer response

  01/11/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  I need to submit additional information
  See Attachment/File: BBB Ltr Resp ********.pdf

  Business response

  01/17/2023

  Here is the update with the customer. We have reached out and tried working with her to rectify the situation and she is now demanding more then what her original request is. We had two individuals give her time to drop off her documents. We refunded her in the original form of payment for the amount of $400 to her credit card, which we do not have on file but our system allows us to process refunds to our clients the same way a retail store does. This was for the HERS test that will not be performed. She is now demanding we refund her the permit and still process the permit at our cost. We went ahead at got a check for $500 for refund to her and processing a free permit. In her email below she is now demanding more from us. The refund for $400 has already cleared our books and she has received that credit. At this point she is acting unreasonable and we have tried all avenues to take care of her needs
  
  In the nicest and most respectful way possible I'd like to request the following:
  
  If someone from A-1 needs to call me, please do so on my home phone number ************ - no texting please
  Please call when you have a solid connection (not driving or in places where call will be cut off)
  (I work different days during the week but a message can be left if I am not home)
  
  I can be contacted by email as well.
  
  Also, it will be really helpful and appreciated if someone were to explain what your next step will be before you make it
  
  Example:
  
  Contact me before initiating a refund onto my credit card (action I have not approved)
  (my credit card bank only allows you to overpay by 7% - the $400 was way over)
  
  Having someone call me to ask what time they can drop off a check and stating I will have to sign something?
  (what has been agreed to before this? Will I receive my Permit as well as the $900 refund?
  
  
  As stated to Bill earlier:
  
  My favored resolution to this matter would be:
  
  To receive a permit for the work done
  To receive a refund of $900 either payable to me or payable to Service Finance
  
  After these 2 are secured, I will sign a paper acknowledging receipt of these monies
  I would still expect to have the same Warranty as stated on my Estimate/Invoice
  
  I will await a response from A-1
  
  Thank you very much,
  
  *************************
  *******************
  

  Customer response

  01/25/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  I am attaching my response.
  Can i please get printed form of Company's responses?
  
  Thank you.
  See Attachment/File: BBB Ltr ******.docx

• Initial Complaint

  06/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 5 ton a/c unit with 2 thermostats and dampers. The system was installed on. The following day I noticed that there was no air blowing upstairs. A-1 came out for a service call on 26May2022. The tech said he found a bad connection at the control box. The next day my A/C system coils froze over. A tech came out & removed some freon (he said it was over charged) ***** took pictures of installation issues with the A/C mounting outside and the poorly installed coils. I called to follow up multiple times. Finally, A-1 said they would send out a installation crew of 4 and a manager to remove and correctly re-install the outdoor unit and the coils underneath the furnace. The appointment was for 8:00AM, but no one arrived until 1:30. Only 1 person, instead of the 5 promised arrived and did not seem to know what was going on. This tech said my ducts were too small for a 5 ton a/c unit (that they recommended and sold to me). I called A-1 and asked to speak to a manager and was told that a manager would call me, never did. The tech, **** provided **** *******'s number and said he was expecting my call. I called multiple times and left a message, but no one contacted me. I tried the office again and they said he would call, never did. **** came out and said I needed a new furnace because it was too small. He also said that I won't be able to use my zone system anymore. I asked for him to put in writing, he never did. I didn't hear from him in a few days so I called and he now said I should research the furnace I have, because now he is telling me that is the correct one(5 ton). He said the A/c wont freeze if I run the upstairs and down stair zone at once. I said I wanted my system to function properly. I asked again to put his resolution in writing and again I never heard from him.

  Business response

  07/08/2022

  Business Response /* (1000, 5, 2022/06/20) */ *************** and A-1 Heating and Cooling have come to an agreement to replace this customers outdoor condensing unit from a 5 Ton to a 3.5 Ton, fix condenser pad issue, seal coil to furnace, and refund the customer the difference in cost.

*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. ↩