ComplaintsforGraham Heating & Air Conditioning, LLC

• Initial Complaint

  07/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company had a special going on $25 and 5 can good for a food bank. Come to find out they just recently opened from scratch here in ********. No big deal, but everyone deserves a chance then on top they had a killer deal going on for an Inspection. Needless to say but I Made an appointment, a fellow worker comes out. Great person extremely professional well knowledgeable of every question I asked. Once all said and done the I get a long list of things that need to be addressed. Couple of cleanings then extra Additives to help out over time. Then what floored me was the quote at the very bottom. 16k for new system not including my ductwork, thats original to my home. My unlit isnt even 10 years old, its an aluminum coil and proceeded to talk about formicary corrosion issues. That wasnt related. I politely declined services and advised them Id give them a call if I wanted something done. About 2-3 hours later, I get a call from someone out of ******* talking about they are a project manager and then he proceeds to push them to be done. Ive already declined your services nothing more needed to be discussed. Im not buying a new unit like this company wants me to. All red flags with these people I feel bad for their Technicians.DONT USE GRAHAM AC they are scammers and just want your money, Beside not even FloGrown. NEXT!!

  

  Business response

  07/10/2024

  We went out to ********************* to do a "tune up" and one of the questions we ask is the system working properly which he stated it was. Upon arrival we found the indoor fan motor was bad, it would not shut off. We found the system was manufactured August 2011 which is 12 years 10 months and he stated it was not even 10 years old. We gave him an estimate for repair and also since it was well past warranty an estimate for replacement. He stated that our estimate was for 16k and it was less then 12k. We strive to give the top in excellence to our customers. And above all be honest and fair. Also is estimate for replacement attached. 

• Initial Complaint

  04/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Dynamic Air of SWFL was sold the end of Dec.2023 I am not interested in continuing with the new Company and have repeatedly asked both Companies for my file . It includes important guarantees and warranty info as well as registration of the 2 new AC units I purchased for $17,100 .

  

  Business response

  04/24/2024

  I understand ****************** concerns and want to assure her that all equipment was registered at the time it was installed insuring that the extended warranties were in place.

  We sold Dynamic air to Graham Heating and Air on 12/15/2023.  Since that transaction was completed I have no access to any Dynamic Air files or records and am therefore unable to provide any file contents to ******************.

  I sincerely appreciate *******'s business and trust in Dynamic Air and am very sorry that she has decided to discontinue the relationship with the new owners.  

  Any local HVAC contractor will be able to verify that warranties are in effect.

  Best Regards,

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

   

  

  Business response

  04/26/2024

  Hello

   

  Thank you for bringing this to my attention. I am the Office Manager in ********** *******. I will make sure *** follows up with you on this matter. She is the Office Manager located in that area. She wil be reaching out to you and getting this taken care of. 

   

  Thank you for your patience. 

   

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

  Graham Heating and Air Conditioning

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

   

   

     

  Customer response

  05/06/2024

   
  Complaint: 21545014
  
  I am rejecting this response because: . I was given two choices on the last response from the Main Graham heating and cooling office and neither were I felt appropriate . However it stated they would contact *** the manager at my local office and we have not heard from her or anyone else in that office 
  
  Sincerely,
  
  *****************************

  

  Business response

  06/05/2024

  Attached is the only paperwork we can find on this customer. This is all that Dynamic Air had on file for her. I wish we had more. Unfortunately, when we but these companies, we realize that organization is not their strong point.   

• Initial Complaint

  02/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Feb. 12, 2024 Graham ********** was called to check my mother-in-law's AC unit. She had purchased a brand new unit from Graham in the summer of 2019 which had a 10 year warranty. She also had purchased a service contract in May of 2020. The technician showed up and told her he was going to have to replace everything. She is elderly, very hard of hearing and has multiple health problems. The tech insisted that she would have to pay them for a brand new unit and was charged $12,700. He took a payment from her ***'s mastercard (which has 30% interest) but did not give her any receipt or paperwork for the unit/installation. The unit that was installed in 2019 was still under warranty and should have been repaired, not replaced. I have tried calling Graham on her behalf and they claim to not know who she is, said they didn't do any work for her. I also checked with Pinellas county to see if a permit was pulled for the work. There is no record of a permit having been done. The only permit on record is the one from the brand new unit that was installed in 2019. I feel that this company has scammed her, that this is elderly abuse. Please help us resolve this matter.

  

  Business response

  02/27/2024

  Hello

    I am looking into this matter. to do so, I need to know her Mother-in-law's information. From there I will investigate and let you know what I find. 

   

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

  Office Manager 

  Graham Heating and Air 

    

  Customer response

  02/29/2024

   
  Complaint: 21336547
  
  Graham Heating and Air has requested my mother-in-law's information.  Her name is *************************.  Her address is *******************************************************************  

  Telephone is ************.  As I mentioned in my complaint,  she had a new AC unit that was installed in late 2019 that had a 10 year warranty.  The technician who was sent out to her residence on 2/12/24 told her he couldn't get

  parts and would have to install an entirely new system and charged her $12,700.  Her neighbor witnessed the technician loading up her 2019 AC unit in his truck. 
  
  Sincerely,
  
  *********************

  

  Business response

  03/04/2024

  Thank you for bringing this matter to our attention as we always strive to ensure clarity and resolution in all situations.
  Regarding the technician's notes from the service call, it's evident that thorough assessment and professional guidance were provided to the customer. Despite the unexpected request for a new unit, **************, in alignment with our protocols, diligently presented available options and facilitated the customer's decision-making process.
  It's important to reiterate that our pricing policies are fair and consistent, irrespective of personal attributes or circumstances. We uphold the highest standards of integrity and professionalism in all our transactions.
  While the customer's decision may have come as a surprise, we respect her autonomy and commitment to her preferences. Our team remains dedicated to delivering exceptional service and solutions tailored to our customers' needs.
  We value the trust and loyalty of all our clients, including longstanding ones like the customer in question. We are confident that we have acted in accordance with our standards and responsibilities.
  Once again, thank you for your attention to this matter. Attached is a copy of the invoices of the service call as well as the installation. Should you require any further clarification or assistance, please do not hesitate to reach out.
  
  When doing so, ask for the General Manger *******************. He can be reached at ************. 

  Customer response

  03/07/2024

   
  Complaint: 21336547
  
  I am rejecting this response because this still does not explain why a brand new unit was installed, when the new unit installed in 2019 was still under warranty.  I believe at the very least, she should have been charged a

  pro-rated amount, considering the existing unit was still under a 10 year warranty.  I guess I'll have to contact the news organizations and tell them what you did.  I plan to also file a complaint with the Elder ************* as 

  I believe you preyed on an elderly woman who has multiple health problems, just lost her husband recently, and can not hear.  She also is legally blind.  I don't see in your explanation anywhere indicating that you offered to repair the 

  existing unit that was still under warranty.
  
  Sincerely,
  
  *********************

  

  Business response

  04/12/2024

  *****************,
  
    I understand Ms ******** concerns. This situation does not happen very often. In fact, I cannot remember the last time a customer with a unit that is only 4-5 years old request a new unit.  That is why ************** asked if she had anyone else make decisions for her either financial or otherwise. As you can imagine,we must say this very delicately as there are some of the elderly that would take that as an insult. As part of our process to protect ourselves, when it comes to the elderly we always ask these questions. We have been in business for 45 years and we want to remain in business another 45 years. We all have elderly parents and we would want the same for them. So, again, I understand **** concern.   
     With that being said, ****** asked more than once if there was anyone who makes decisions. He explained the unit is under warranty. He explained these parts are covered under warranty and she would just have to pay the labor. He called his supervisor, *******************, and asked her again the questions. She was adamant about wanting to replace the unit. At that point, we had 2 decisions to make. Tell her that we were unsure of her mental capacity to make decisions, or put in a new system.
       As far as charging her a pro-rated amount,we are charged the same amount for the supplier. Therefore, we charged her the same amount we would normally charge. Once again, to protect ourselves against allegations of  discrimination, our prices are uniform regardless of race, age, or gender.  
      Ive reattached the invoice showing the documentation that we explained to her the age of the unit, we explained that we could just replace the outside unit vs the entire split system etc. Once again,we did this in ******* as this was such a strange request. The technician was there over an hour explaining this to *******************.  I also sent a screen shot showing that ****** asked the questions which I did not include in the first reply.  
       I hope that this additional information and insights into the interactions with ******************* helps you understand we did everything in good faith.   
  
  Sincerely
  
  
  *******************
  Graham Heating and Air Conditioning

  Customer response

  04/12/2024

   
  Complaint: 21336547
  
  I am rejecting this response.  First, we were told that you informed ************************* that you could not get parts to repair the original AC unit.  Now, you claim that you gave her options?  You attached a document from 

  Microsoft 365, which I can't open to read.  I don't have that program on my computer.  Where is a written estimate/proposal that should've been provided to her?  Where is proof that she signed anything acknowledging that she understood her options?  You have yet to provide PROOF of  this.  Also, there was no permit pulled, no commencement signed, no inspection done.  This is all required!  We will be contacting a lawyer & the news media.

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

  

  Business response

  04/15/2024

  *****************
  
     Im not sure who told you that we told your Mom that the parts were not available. That is simply not true. Once again, we were transparent with your Mother explaining to her that the unit was under warranty and the parts would be covered where all she would have to do is pay for the labor. Again, she wanted a new unit and she did not want to hear anything different.
     As far as the permit goes, it is in the best interest of the contractor to pull a permit within the first 90 days from date of install as anything after 90 days costs the contractor more.
      We went over our history of our business. We have over a 99% customer service satisfaction. We showed documentation. We explained what happened. I reached out to the installer who put the unit in and there was nothing out of the ordinary coming from your Mom. If she was confused as to why we were there, or did not understand she did not bring it up to the installer.
      Once again, we all have parents and some of us have grand parents and we realize the reputation this field of business has. We do our very best to make sure we do not discriminate in any way. If a 35 year old man has a 5 year old unit that he wants to replace, we would ask the same questions as if he were an elderly female. Do you make the financial decisions? Is there anyone we should contactneighbor,friend, ******, sister, daughter, son, etc
  
  
  Sincerely,
  
  
  
  *******************;

• Initial Complaint

  02/17/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 9-25-21 The PVC condensation drain line on a new AC system that Graham had installed detached from the PVC line leading to the outside of the house, resulting in flooding and the destruction of wood flooring and kitchen cabinet. My insurance claims adjuster and a Graham technician were both called and came to the house. The adjuster wrote up a claim replacing all the flooring and cabinet, but with a $2500 deductible. The Graham technician stated that the installers of the AC system had tried to glue the PVC drain line from the new AC to the existing PVC line without using a female sleeve securing the two lines together, consequently leading to failure. The tech said there was no charge for the repair and he would report the cause to his boss. After hearing no response from Graham, on January 10th 2022 I sent a certified letter to Graham stating the facts and demanding they reimburse me for the deductible sum of $2500 asking for a reply within 10 days. To this date I have had no reply from Graham. I have been with Graham and their service for over 12 years and to be ignored when there is a problem is insulting.

  

  Business response

  02/26/2022

  Business Response /* (1000, 5, 2022/02/26) */ We installed the system referred to in June of 2020. You reported damage occurred on Sept. 25th of 2021. PVC installation as you described it without a "sleeve" or fitting wouldn't hold together for minutes let alone 15 months. We did receive a letter from your insurance company in January and promptly responded to them on January 13th and have not received any further communication. We received no communication from you directly. Sorry you didn't feel comfortable contacting our office directly to reach a resolution, and felt the BBB was your best first ****. I am sorry that you are going through this situation. Based on available documentation and facts of the situation, we conclude that we are not at fault here. Consumer Response /* (3000, 10, 2022/03/21) */ In their response to the BBB complaint, Graham states that based on "available facts" they do not feel that the failure of the condensate drain line is their responsibility. Here are the facts: 1. On June 23rd, 2020 Graham was contracted to remove the existing AC system and install a new AC system at the Sharon ****** residence. Some days subsequent to that date, the installation was completed. 2. On 9-25-2021 the condensation drain line separated from the PVC piping leading to the outside of the house, causing water damage to flooring and kitchen cabinet. 3. A claims adjuster for my homeowner's insurance examined the damage and approved the cost of replacement of flooring and cabinet minus the $2,500 deductible on 9-27-21. 4. On or about 9-27-2021 in response to our call to Graham, a repair technician came to the house to determine the cause of the leak and found that the PVC condensation drain line from the new AC had been improperly installed to the drain line to the outside by the Graham AC installation technician. He rebuilt the drain line and left saying that there was no charge for the repair and he would be telling the office of the cause of the failure. 4 Two different letters to Graham AC requesting reimbursement of the $2,500 out of pocket expense have been mailed, one to the address shown on the invoice (7381 114th Ave Suite 401-B, Largo) and one to the 11701 S. Belcher Rd, Suite 130 address shown on their letterhead confirming permit application. Both were returned as unclaimed by the postal service 5. After failing to formally contact the Graham firm at their published addresses, I filed a complaint with the Better Business Bureau, stating the facts and the desired settlement of $2,500. 6. Graham responds and implies that a failure after 15 months of the condensate drain line they installed is normal. However the prior AC system drain line lasted over 12 years, and a Google search brings the answer from a contractor education site that proper installation of the drain line should last indefinitely. 7. So we have a drain line that failed, a repair tech from the company saying the installation was not done properly and rebuilding the drain line at no charge, and the company saying it was not my fault it failed. I again request a desired settlement of $2,500 Business Response /* (4000, 12, 2022/03/25) */ We are more than willing to review any documentation you have to support your claim that our technician was in/at your home in September of 2021 and came to the conclusion that the "PVC condensation drain line from the new AC had been improperly installed to the drain line to the outside by our Graham AC installation crew." As we installed your system approximately 15 months prior to your damage, there are a lot of things that could have created your issue. Please provide any documentation you have such as the invoice documenting what was completed on the service call, we provide these to every customer on every call even if there is no charge. Also provide documentation that any mail sent to our office at 7381 114th Ave Suite 401B, Largo, FL 33773 was unclaimed by us. We have one person in charge of our mail, and they have assured us no mail was ever left unclaimed. Providing this documentation will help us to properly address this internally to improve our future service and customer relations. Consumer Response /* (3000, 14, 2022/03/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) Delighted to hear that your technicians always write up a service invoice on every call even if there is no charge. That must mean that you, in your office, have that original invoice for our service call for repair and I would now request a copy for my records as the technician did not, either by design or oversight, leave a customer copy of the invoice. You asking the customer to provide a service invoice as proof that a service call wass performed, when you certainly have the original of every service call that has ever been made to any customer smacks of an attempt to avoid responsibility for our claim, hoping that if the customer cannot provide an invoice you can somehow claim no service call was ever made.Or, in our case, claiming that somehow the drain line magically repaired itself As for your statement "there are a lot of things that could have created your issue", the most obvious thing is that the work was not performed correctly. The area of the line that failed is in an almost inaccessible area which may explain why the installing technician struggled to fabricate a watertight bond to the discharge line. I am not going to engage in random speculation as to "other things" as you are claiming and await your providing me with the copy of the service call write up that the technician always provides, and to which I am entitled. As for providing the documentation which would be the returned mail clearly labeled as unclaimed after sitting for days in your mailbox, I have both of the two returned unclaimed envelopes and the letter enclosed and would be happy to help " improve our future service and customer relations" if you wish to have someone come to the house by appointment to pick up a copy and examine thee original. Once again, I am submitting a claim for reimbursement of the out-of-pocket deductible cost of repairs and replacement caused by the failure of your installed condensation drain line. please don't make me prove this by going to court.

• Initial Complaint

  11/24/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  November 22nd 2021 had an appointment for AC check for $40 technician showed up checked my refrigerant pressure he said it was a little low one pound free was included with the check but the tech did not have the R22 that I needed so he said he would get some from the shop and come back next morning well then he unhooked his gauges and let a lot out. So next morning tech shows back up and can't charge it because refrigerant was too low and it froze up. So he said shut it off and I'll come back in 24 hours and recharge it well later on in the day the company called my wife and said the tech was not coming back. So when I woke up late afternoon ( I work nights) I called the company immediately and said " what do you mean he's not coming back he only put 1 screw in the panels he took off ' so today Wednesday he came back said he wasn't going to recharge it but would put the screws back in he did then left. I called my credit card company to dispute any of their charges. He said there was a charge of $90 from them? The price of the check up was supposed to be $ 39.95 that's what I agreed to. So now my Air conditioner is not running right and will cost me $10,000 to replace and so I'm going to contact a lawyer and see what rights I have concerning this matter. Thank you

  

  Business response

  12/20/2021

  Business Response /* (1000, 5, 2021/11/29) */ Upon arrival, our technician found Mr. ******'s 15 year old central heating and air unit to be low on R22 by 5 pounds. Our technician found this by hooking his quick release/disconnect gauges which allows very little gas to escape to his unit's low and high pressure ports.. At this point, our technician explained the unit had a leak due to how many pounds low the unit was. He explained Mr. ******'s options of purchasing a new unit (his current unit was out of warranty) as his current coil would be very expensive (if even one existed) and the gas to fill that coil would be as well as R22 is no longer in production. Mr. ****** declined as he was going to be putting his house on the market. Our technician then offered Mr. ****** a maintenance plan to save him 15% off the price of the expensive gas, with a promise to return the following day with the needed R22. When the technician called the office, he was instructed not to add the R22 as it is against EPA regulations to knowingly add refrigerant to a unit that had a refrigerant leak. The leak must first be found and repaired before any refrigerant can be added. The technician explained this to the customer who was unhappy. Graham Heating and Air immediately refunded the $90.00 to Mr. ******'s credit card. Graham empathizes with Mr. ****** and is open to suggestions as to how we can accommodate him further.

• Initial Complaint

  11/19/2021

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Have asked repeatedly for compliance to the Do Not Call list from this company and they have failed to comply. They call every 3-4 months and try to get services from me. I have NEVER used this company and NEVER will. If they won't list to s customer regarding this then there rating ia highly over exaggerated! Please stop the calls.

  

  Business response

  12/21/2021

  Business Response /* (1000, 5, 2021/11/22) */ We apologize for the phone call he received from us. Possibly could have been a misdial as we hand dial vs using a computer or auto dialer. That being said, we will do everything we can in our power so that Mr. ***** does not receive another call from Graham Heating and Air. We will also offer Mr. ***** a free service call if he cannot get a hold of his regular HVAC Company. We are hopeful he accepts our apology. Consumer Response /* (3000, 7, 2021/12/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) There was no error when they hand dialed as they used and have always used my name when calling. Business Response /* (4000, 9, 2021/12/06) */ Graham Heating and Air will not contact Mr. ***** again. His name has been stricken from all our records.

*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. ↩