ComplaintsforArt Plumbing, Air Conditioning & Electric

• Initial Complaint

  02/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I called a plumber to come out to my 82 year old grandmothers home on Thursday 2/23. I spoke with ***** at the office and was I was physically there when *****, the service tech got to her home. It was a 15 minute fix. He showed us the price of $244 because they charge by the hour regardless. I sent a screenshot of the price to my mother and said wow plumbers make this much for 15 minutes Im changing jobs.I had to go pick up my son, so as ***** was packing up and had already confirmed the price, I left while my grandmother got her checkbook. I was gone for not even 5 minutes and she calls me hysterically crying. Within seconds of me leaving, ***** told her it was now $640 and he wouldnt leave until she paid. She was terrified and wrote the check. She was absolutely hysterical for 2 days over this and is afraid he is going to come back because he knows where she lives.I have a picture of the original price, and footage of him on the ring camera showing he was there for 15 minutes in and out. When my grandmother called ***** back to report this, her response was well, you paid and hung up.I have called this business at least ten times since Thursday evening and no one will call me back. This is an absolute disgrace and criminal behavior. They should not be allowed into peoples homes.

  

  Business response

  02/28/2023

  Hi ****************, We are sorry we have not made you smile, Our managers spoke with you about the price of the work on February 27th and there was a miscommunication that we sorted out with you. The issue has now been resolved, but if you have any more questions or concerns please give us a call at ************.

• Initial Complaint

  12/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Date of initial - 6/11/2021, Installed on 6/15 to 6/18, water leakage Repair on 8/3/2021, Heater replacement on 1/28/2022, water leakage repair again 9/21/2022 and 11/20/2022 & 11/23/2022.The amount of Money you paid the business - $5,075 New air conditioner supply and installed.Water leakage from roof has been persistent since it has been installed, and still leaks during heavy rain.In summary, the company has failed to provide proper services since initial installation. I have had multiple interactions for issues with the **** unit that included multiple instances of water leaks due to improper installation. The most recent being the fan seems to have stopped working and now claim that the unit is outside of 1 year **** and is not covered for repair and that would lead to labor cost of $680

  

  Business response

  01/05/2023

   Hi **************, we are sorry we have not made you smile today. We acknowledge that we have been out to your home more than once, but we found that your unit is no longer leaking and you agreed it was no longer leaking, however your motor in your AC does need to be replaced, we sent you an estimate of $630.18 to replace it however we will lower the price to $500 dollars the cost of  labor. Note your one-year labor warranty has expired. Please give us a call at ************ to schedule an appointment and we would be happy to go out to your home and service your unit.

  Customer response

  01/12/2023

   
  Complaint: 18655757
  
  I am rejecting this response because:

  Hello Sir,
  
  Please Note that the last communication from company identified an existing issue with sealing and potential for water leakage in future through unit wall by condenser motor.
  
  The critical issue is water leakage from air-condition unit from top of my house that was not installed properly since new installation.
  
  Please see below service comments from last visit on 11/23/2022 and no one visit after this service, I am suspecting that because of water leakage by condenser motor, motor was damaged and need to be replaced. I attached below visit invoice for your reference.
  
  
  
  My basic request is either seal the unit properly so there is no leakage during heavy rain and need to get warranty/assurance for no more water leakage due to installation. Another option is to replace entire unit with new one warranty is extended and .
  
  Please let me know if you have any questions.
  Thank you,
  *************************

  

  Business response

  01/20/2023

  Hi **************, we stand by our current assessment of your unit. You stated on a recorded line on 12/28/2022 that there was no longer water leakage coming from your unit and ************** confirmed this statement when he came out to your home that same day. We are happy to follow through on our offer of replacing your condenser motor for $500, but we reaffirm that there is no leakage in your current unit. Please give us a call at ************ to schedule an appointment or if you have any further questions or concerns.

  Customer response

  01/27/2023

   
  Complaint: 18655757
  
  I am rejecting this response because I clearly mentioned on call that water leak was still present during heavy rain. Please check the full recording, and provide alternative resolution options.
  
  Sincerely,
  
  *************************

  

  Business response

  02/07/2023

  Attached is the recording regarding the leak. Please let us know if there is anything else needed. 

  

  Business response

  02/08/2023

  Attached recording confirms there was no leak present at the technician last visit.

  Customer response

  02/15/2023

   
  Complaint: 18655757
  
  I am rejecting this response because:

  I carefully listened phone conversation recording and I dont see anywhere that I told you no water leakage ( It cleared mentions on this recording that water leakage only when there is heavy rain)
  
  And it also clearly mentioned in this recording that this unit has some issue since installed, please see attached last invoice (11/23/2023) clearly mentions that possible water leakage in some area with photo sent to you from your technician I also attached with this email and after this service no one has been done and service or repair for water leakage.
  
  I called you on December 24th for AC/Heater was not working..
  
  Please consider this request and repair water leakage and replace fan.
  
  Sincerely,
  
  *************************

  

  Business response

  02/22/2023

  Hi **************, we stand by our response that your AC leakage had nothing to do with the work ************** (s) performed.  However, we will send a technician to your home to replace the fan for you free of charge, after that we consider this matter closed.  

  Customer response

  03/01/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  Potential for water leakage in future due to installation
  
  Sincerely,
  *************************

• Initial Complaint

  12/13/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  They are trying to do bait and switch by offering a service and then even though we never received any service from them they send me an email w my recording attached threatening to put a lien on my home for $120 leak detection that they never did. I have never in my life had to interact w a company where they are aggressively threatening you for $120 that they are trying to forcefully get when they provided no service. Its insane. I need them to remove any so called charge they are trying to justify because they did nothing and stop harassing me and threatening me.

  

  Business response

  12/19/2022

  Hi *******************, we are sorry we have not made you smile today.You called our company on November 3rd, 2022, needing service for a leak detection in your home that same day. We told you that the fee for having at technician come out for same day service was $129 and that we would provide you with an estimate for the price of the job, which you agreed to on a recorded line. ************** came to your home and provided an estimate for the service,and you declined to accept the estimate, but you were still responsible for paying the $129 dispatch fee. Please note that on December 13, 2022, our accounting department did send you an audio copy of everything that was stated in this response.We are unsure as to why you have sent this complaint to the Better Business Bureau. 

• Initial Complaint

  12/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 12/5/2022 I had an appointment for an A/C repair done with Arts Plumbing and Air conditioning. The technician arrived and after explaining that the issue I was having was that I was having an issue with excess humidity in my apartment. He began running several tests and examining my system. After he completed his examination he recommended that I replace the thermostat. We discussed in length the pros and cons of the replacement. As he explained to me is that if the humidity in the apartment reaches a certain level the A/C would come on to adjust it. It has not done that. I called Arts and spoke with a service manager named *****. He arranged to have another technician come out to recheck the system. The technician this time told me that the issue was not with the thermostat, but possibly due to a leak in my duct system, which he determined with a tool that he put into a vent. He recommended that I have a A/C vent sealing done. Arts then sent out another technician and he agreed with the previous technician. He quoted me a price of $2400.00. I told him that it was an outrageous price and said I wanted a refund for the $650.00 I had already spent for the incorrect repair. As of the time I am registering this complaint I have yet to hear from any representative of Arts.

  

  Business response

  12/19/2022

  Hi **************, we are sorry we have not made you smile. We have authorized a refund of $650 dollars back to you and you should receive this refund in the next 3-5 business days. Please give us a call at ********** if you have any more questions or concerns.

  Customer response

  12/20/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************

• Initial Complaint

  10/20/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Received proposal for a 3-ton water source heat pump replacement from Art Plumbing A/C & Electric on 8/30/2022. Approved the proposal and the new unit was installed about one week later. Have requested a copy of my warranty to include both the Model Number and Serial Number of the installed unit. At least 3 times, I have been told that a copy would be e-mailed to that date, but still has not been done.

  

  Business response

  11/01/2022

  Hi **********************, we are sorry we have not made you smile. A copy of your warranty was sent to you previously and we resent this copy to you again on 11/1/2022. Please let us know if you have any further questions or concerns at ************.

  Customer response

  11/01/2022

   
  Complaint: 18254496
  
  I am rejecting this response because:

  1. This is the proposal for the job

  2.  It does not contain the unit Model number nor the Serial number of the unit installed

  3.  It should be executed (signed and dated) 

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

  

  Business response

  11/04/2022

  Hi **********************, we have sent you an invoice containing the unit model number and the serial number of the unit. Please let us know if you have any other questions or concerns at ************. 

• Initial Complaint

  10/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The company installed an AC unit, which is warranties. And sold an additional labor warranty. Within 24 hours of installation, the unit caused an electrical fire in the outside wiring, which they repaired. The unit has had multiple issues over two years, until the unit fully failed on or about August 28.On or about August 28, 2022, I notified them of the failure of my air conditioning unit. Their technician arrived one day later, and expressed that he did not have the part on hand required to repair the unit. For approximately two weeks, no one at ***************************** would provide a specific timeline for the parts arrival, and we had to constantly call, without a return call.On September 12, 2022, ***************************, the Director of ************** Operations engaged after an escalation with the call center to attempt to provide status.On September 20, 2022, *************************** was finally able to provide a status, which said HI, please see our update below from the parts team.***** update ********* is expected end of **************** and harness are available.On October 3, 2022, when asked for an update, *************************** included other employees asking them to provide an update. On October 6, after 3 days with no update, when asked again, *************************** said to wait until the following Monday as the parts manager was not in the office.On October 10, 2022 when asked for an update ***** included others on his team and asked them for an update. As of October 12 at 7 PM at night, no one has provided an update. Multiple calls to *****, and the call center along with emails were attempted. We have been without AC for well over 6 weeks now.

  

  Business response

  10/24/2022

  Hi ****************** we are sorry we have not made you smile. We completed the work on your unit on October 17th and we installed the motor to get it back to perfect working condition. Please reach out to us at ********** if you have any further questions or concerns.  

  Customer response

  10/28/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and they have repaired the unit.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  08/17/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Please see attached full complaint. I have also attached email communications between myself and the company to resolve. I may have missed something, so please ask if needed. I have saved all email communications, documented all calls from this company and have video of when they were on property.

  

  Business response

  08/18/2022

  Hi ****************, we are sorry we have not made you smile. We have attempted to try and open the files that you have attached to this complaint and nothing shows up. We did speak with ****** in the Electrical Department on **** and he stated to us that you both had a lengthy conversation apologizing for any issues you may have had with our company and he subsequently agreed to refund you $1600, which should arrive to your bank account in 2-3 business days if it has not already. Please call us at ********** if there is anything else that has to be addressed in regards to this complaint or any questions you may still have. Thank you and have a nice day.

• Initial Complaint

  08/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 08/11 my Wife called Art Plumbing because our A/C was not cooling down the house anymore. Art dispatched ********************* to our house. All Components on the A/C have been in working condition, Art discovered that the A/C System is running low on Freon and advised my wife a refill would be needed. In the meantime , art tried to detect a leak inside the system with an electronic leak detector but said there was no leak inside the ******** than refilled the System with Freon, had the A/C run and measured a 4 Degree difference (A/C was set to 79, it should be a 20 difference, so 59, but A/C was 63) and decided to fill the system with more Freon while the system was still running. He than advised my wife, that apparently the compressor was in bad condition (He could not say that before filling $400 in Freon in the System?) and needed to be replaced anytime soon. As soon as he was done filling more Freon into the A/C the Compressor started making noises and the breaker started to get hot, resulting in the Breaker to pop. He than showed my Wife how to put the breaker back in and left the premise. The result in this reckless action by Art is that the Compressor is now broken due to an overcharge of the System (spoke to three different A/C Companies) and Art won't fix the problem, they just advise that I now need a new A/C System because the A/C that we have is already 8 years old, and needs to be replaced. I talked to ***** (Manager) over the phone, and he just advised that the system is in bad condition and needs to be replaced.

  

  Business response

  08/15/2022

  Hi ****************, We had a technician come out to your home on the 11th to perform a service to fix your AC system because it was not cooling home your home properly. We found that while performing this service call that your AC compressor was broken due to the age of the unit and we recommended that it be replaced altogether. We gave you several options to replace your AC unit and you declined. Please give us a call at ************ to schedule an appointment of if you have any further questions or inquires. 

  Customer response

  08/16/2022

   
  Complaint: 17712143
  
  I am rejecting this response because:

  This answer is a joke and lie. Never have we received any offer for a new A/C , neither did the technician say the compressor was broken. He advised that we need to "look into replacing the compressor anytime soon", we have not received an Offer from Art , neither did we decline an Offer from Art.

  Also, if the compressor was deemed broken, why did Art refill the Unit with $400 worth of Freon ? All Communication with Art will be held in written for documentation purposes. We have cameras outside the house as security system that is recording every conversation as well !

  Please advise form of compensation for a) the Invoice and money received for the Freon and b) the cost of the new A/C we had to install into the house and c) compensation for staying without A/C for 4 Full days due to the neglect of the Technician.

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

  

  Business response

  08/19/2022

  Hi ****************, When ************** came out to your home on August 11 all he did was perform a service on your AC Unit, which involved adding Freon to your unit to solve your house not cooling efficiently. We are not responsible for anything wrong with your unit systemically and ************** did not perform any other services or repairs on your unit that caused the issues your AC unit ultimately had, besides adding Freon. Our AC team has agreed to refund you 50% of the cost of the Freon that was added to your unit with your agreement. Please give us a call at ************ if you have any other questions or inquiries.  

  Customer response

  08/21/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  Please send a Check to the Address on Record
  
  Sincerely,
  
  ***********************

• Initial Complaint

  07/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had a service call on June 29, 2022 for a leak coming from our a/c. I was told it would be $129 for the service call plus any work that was done. The service technician asked what company normally services us and I said CAC but they couldnt come that day and we were going out of town, so I wanted to try and take care of it that day. He said well were going to be more expensive than they are because they dont pay their technicians anything, and do a poor job. He then looked at the situation and said it was a drain leak and would be either $441 or $512 to fix. I told him no, Im not going to do that because CAC said it would be $49 to fix that, they just couldnt come that day. I told him thats fine, Ill just pay the $129, and call the other company. He said why not, you have the money. I said excuse me? You dont know what my situation is, and its not your business what I have. He would not stop though. He kept saying I know you have the money. I said I am not doing it, period, and that in 40 years of service calls Ive never been treated in such a disgusting manner. Then he said I can do it for $290 but Im not going to clean the drain pan. I said Im not doing it, we are done. Several more times he said I know you have the money, and I said Im going to be complaining about this, and he said go right ahead. I proceeded to send a written email complaint to the company that same day. Later that day, a manager named ***** called from the company and apologized and said he would talk to the employee, and that's not what they're about. When I mentioned the person's name he said he's one of their best, most experienced technicians. I got the sense after the call that nothing would really be done. The fact that the technician did not at all seem concerned about me filing a complaint, led me to think that this might be their normal way of operating, and I feel that something more should be done to ensure this doesn't happen to anyone else.

  

  Business response

  07/25/2022

  Hi ************************, we are sorry we have not made you smile today. We have refunded you an amount of $129 to your credit card and the money should be in your card in the next 1-2 business days. If you have any further questions, please contact us at ************.

• Initial Complaint

  06/25/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Estimate date 09/16/2021 Install date 09/20/2021 Contract Price $5792.22 ******************** Mini Split Air Conditioner Art ******** AC and Electric came out on 09/16/2021 and gave me an estimate to install a mini split ac on my perimeter wall with permits included. I signed the contract and on 09/20/2021 they came out to install the unit, the sales rep who gave me the quote also came before they did the installation, when I asked him where the permits were he said I will get them in two weeks. I asked him "don't you have to have a permit to do the installation" he said "no were allowed by the city install the ac and permits will be issued later". Ten months later and countless phone calls to Art ******** and AC still no permits issued. The manager of the ac department does not take or return my calls. The permitting department gives me nothing but excuses. From what I understand this requires a structural permit and they keep trying to get a mechanical one. Also the city permitting department says they do not allow installations without permits be approved first. I went through my local ********** to get a local company and then Art ******** and AC called me and we contracted to have it installed on the wall with permits included. I was also asked by the sales rep to sign off on it before the installation was done so he would not have to come back again. I said I'm not conformable with that and he said we are a reputable company with ********** backing us. I trusted them to get it done right but that's not the case. Neither one has been helpful in getting this resolved. Art ******** and AC should have pulled the permits first and had them approved so could have avoided this problem. Ten months later and no permits, ten months later and the city still has not inspected their work. How can I trust Art ******** and AC that they at the very least wired it correctly without a permit or inspection from the city?

  

  Business response

  06/27/2022

  We want to first apologize for the delay in getting the permit approved and finalized for your HVAC system. All other work and installation on your new system has gone according to design and as of now only the permit remains. We have spoken with the permit department and your permit was submitted to the city on June 10, which the city promptly rejected and demanded revisions from us, which were subsequently submitted on June 23rd. Typically revision approvals by the city can take about **** days. We will update you when these revisions have been approved and be updating through this entire process moving forward. Once again, we apologize for this situation and look forward to getting this resolved for you as soon as possible.

  Customer response

  07/06/2022

   
  Complaint: 17482555
  
  I am rejecting this response because: It never should have been installed without a permit, that's from the city permitting department. Unfortunately I have little faith in your managers or

  permitting department after all the frustration this has caused me. I'll be happy to leave  a positive comment once the permits are issued and approved. 
  
  Sincerely,
  
  ***************************

  

  Business response

  07/25/2022

  Hi ****************** we have submitted corrections for your permit to the *************** and once that is approved with the city, we can go ahead and schedule a final inspection to close out your permit. We will provide a new update for you once the city has approved the new corrections. Please give us a call at ************ if you have any further questions.

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