ComplaintsforAir Doctor X Inc.

• Initial Complaint

  08/04/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On May 20, 2022 we purchased our home in DE. Upon moving in, we discovered the air conditioner was not in proper working order. We called Airdoctorx and they came out on May 25, 2022 and added freon to the system. That did Not rectify the situation. We were then told that the unit inside was in poor condition and that we needed to replace the duct work. We replaced the unit inside and the house was still not cooling down. i personally went into the crawl space and discovered one of the connections had come undone. nothing was wrong with the duct work. We called again trying to rectify the situation and they wouldn't speak to us after I asked them why we got conflicting advice and if they made a habit of lying to their customers. It was very frustrating to have to endure this during a heatwave. All the money we paid them was basically for nothing and all we wanted was a truthful resolution to this issue. They were highly recommended by a close friend. we never imagined that they would string us along and take our money with no real solution exacerbating our health issues. PLEASE SEE ATTACHEMENTS AND INVIOCES.

  

  Business response

  08/29/2022

  Response to Customer's Followup

  Mr. **** states in his followup letter that we installed his outdoor unit.  This is incorrect.  We had never had any dealings with Mr. ****, or this property location until his wife called to set up their initial appointment.  She was referred by one of our current customers, who we have been wor**** with since 2019.Our first visit was May 25 and our technician Timoty found the system low on refrigerant.  2.5 lbs of R410A were added, but THE CUSTOMER WAS NOT CHARGED.  He says in his note that he was charged for this call; but he was not.  I have already submitted this invoice to the BBB showing the invoices with no charge.He also states that we installed the outside unit.  We did not install the system in the house.  Attached is a picture of the outdoor unit and data tags.  The unit is an American Standard system and we do not install those.  We are not an American Standard authorized dealer.  We sell Carrier/Trane/Mitsubishi, and Water Furnace.  This unit was manufactured in 2021.  Again, we are not an authorized American Standard dealer and DID NOT INSTALL THIS SYSTEM.When we install a system, we put our stickers on the units; these do not have them because we never installed this system.We offer coupons of $500 to people interested in replacing an entire system.  His proposals I also submitted to you previously do not reflect this coupon because he was only interested in replacing the air handler since the outdoor unit was new.  Pictures previously submitted showed the poor ductwork under the house, he signed and agreed to have the ductwork replaced - proposals previously submitted.Customer did not give us the opportunity to rectify anything, and never called us back to do so.  He never let us know there was a problem before calling another company.  Additional Information to Earlier Response Today, August 29, 2022I sent in a response to the customer's followup note we received today.  In his followup note the customer states that we installed the system for the previous owner.  This is a lie.  We have never been to this location prior to Mrs. ****'s first call to us.  Since sending the response, I have now found out who the original installation company was for the outdoor unit.  The outdoor unit was also never registered by that company with the manufacturer.Air Doctorx would have NEVER replaced just the outdoor unit, leaving behind an AH that was from 2006.  We are one of the most expensive companies in our area because we believe in ta**** care of all of the problems.  When we leave a job, it would never look like the pictures we have submitted to the BBB. Mr. **** did not want the outside unit changed because it was from 2021.  He told our technician they did not have the money to replace both, and since the outdoor unit was so new, he just wanted the AH replaced.  Due to the deteriorating ductwork, there was no way the unit would work right.  When he realized this, he agreed to have the ductwork replaced.  He signed a contract to have the duct work replaced, and then cancelled the contract.   There is no way his HVAC system would ever work right or get the house cold if the ductwork is laying on the ground, and was in the poor condition it was.  The other reason he called us back to give him an estimate for the ductwork is because  their cat got into the duct work. If our customers ever have a problem, we would have paid for them to stay in a hotel.  We never would have let them sit in their car if we knew there was an issue.  In fact, we give homeowners window units to keep them cool until systems can be installed! He was not charged for our initial call.  The invoice was written up, but when he decided to replace the AH; he was given a credit on the invoice for the full amount.  No payment was ever received by our company for the first call as he claims it was. We do not want the AH back that we installed, as we have no idea what damage he or the other company may have done to it when they removed it from the home.   We could not resell it as used equipment to someone else now because of this fact. He did not give us an opportunity to meet with him, and there were no calls received from him, after he cancelled the duct work contract. We will not be giving him any money back.  He had a labor warranty with us, and we would have gladly worked with him if he had given us the chance.  There was no reason for him to call in another company. Thanks again for your assistance.   

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