ComplaintsforAAA Modern Air Conditioning, Inc.

• Initial Complaint

  08/09/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Paid them $6200 for a new AC unit only to have it broken within first month of use. Refusing to replace.

  

  Business response

  08/22/2024

  The air conditioning system was initially sold to a different customer, who had then sold this property to ************************ shortly after installation.  About 2 weeks after installation, we got a call that the unit was experiencing cooling issues.  Our technician came out and found the system low on refrigerant and topped it off.  It is well known in our industry that these systems can sometimes arrive undercharged from the factory and may require a small additional amount of refrigerant after installation. That being said, we did not think much of this at the time. Over a month later, we got another call stating that the system had stopped cooling again. We sent a technician on 8/5/24, who found the system low on refrigerant again, but was unable to locate any leak, so they topped the system off again and informed our office we would need a special leak detector to find this leak.  We sent another technician there on 8/7/24, who found the leak via infrared leak detection.  As soon as we found out what the exact problem was, we knew we would have to replace the system.
              Our technician found the refrigerant leak late in the afternoon on 8/7/24, and the distribution center for this manufacturer was already closed for the day.  Therefore, we had to contact the distributor the following morning and submit a formal request for system replacement from the manufacturer, *********  Once the request was submitted, our parts manager, *******, attempted to call the customer to update them on the situation. However, each attempted call was met directly with the customers voicemail, so ******* figured he would try back again later.  It is worth noting that, at this point, AAA Modern Airs only intention was to acquire a replacement system from *********for the customer, we just have to follow proper protocol for them to grant it to us.
              Later in the day, ***** and his wife called our office, and their call was forwarded to *******.  From the very start of the conversation, they made things very difficult, and were not civil in any way,shape, or form.  **** yelled at and berated *******, threatening lawsuits and demanding we replace their system.  While it was quite challenging to get a single sentence out without being cut off, ******* did inform them that we are currently doing what we can to get a new system for them and urged them to give us some time to do what is necessary to get them their new unit.  The customer has claimed that, at this point, we said good for you in response to learning about his childs asthma condition.  The truth is that ******* had grown very aggravated with their threats and verbal harassment and said good for you in response to the customers claim that they have a legal team that they would be sending after us. We pride ourselves on being a family business and would never utter such a response to a subject so sensitive.  
              Later that day, our distributor called us to inform us that ********* was giving some pushback on granting a system replacement and was pushing for us to repair the defective unit instead.  ******* knew this was unacceptable and reached out to ********* directly.  ********* tried to tell ******* that they no longer grant system replacements for defective new units, but we persisted and asked them to bring this case up the corporate ladder.  We sent an email to management at ********,pleading the customers case, providing all necessary information, and demanding they make things right. 
              ******* called the customer on 8/9/24 to update them on the situation and provide them with *********s phone number so that they could put additional pressure on them.  A few minutes later, they called back saying that ********* hung up on them, and that they would now be pursuing legal action against us.  **** then spoke on the phone with *******, the owner of AAA Modern Air.  He attempted to reassure them that we are still working diligently to get approval for a new system, and urged them not to pursue legal action, as this would further complicate the situation.  It is also worth noting that during this whole process, we have sent technicians out and recharged their system on refrigerant, free of charge, just to keep them cooling in the meantime. 
              Over the following weekend, ***** and his wife issued an onslaught of negative,slanderous reviews and complaints, sometimes under fake names, across several websites, including ***************** Yelp and the Better Business Bureau.  **** mention ******* by name, claiming he told them that it was ok for them and their children to be without A/C, but he said nothing of the sort.  **** claim we have been dodging their calls, which is impossible, since our office phones ring indefinitely until the line is picked up. **** claim we are harassing them on the phone, but they are the only ones doing the harassing.  Any time we call them to update them on our efforts to get a new system for them, we are only met with threats of lawsuit and verbal abuse. **** claim in their reviews that we are refusing to replace the defective system, but that is the opposite of the truth.  We have told them time and time again that we are fighting for them, and their only response has been harassment.  **** post online urging customers away from our business, calling us horrendous and frauds. Our service manager, ****, even received an email from them at his personal email address.  We have no idea how they acquired his personal contact information.
              Regardless, we have continued to fight for their case with *********  We have sent several emails, made several phone calls, and even threatened to no longer sell ******** products.  On 8/12/2024 we finally got the approval from ******* for system replacement.  We called the customer immediately to inform them of the approval.  We sent our technician out the following day,8/13/2024, to install the new system. 
            From what two of the technicians that have worked at the property the condo unit is under renovations and no one is living at the condo at this time.
             We have done everything we could to get the customer a new, functional system.  We fought for the customer while they were fighting against us.  We have faced harassment, slander, lies, and various threats from this customer, all while doing our best to maintain our composure.  If they had ever given us more than a few seconds to speak, they would know that we have been fighting for the exact thing they want from us. 

  Customer response

  08/22/2024

   
  Complaint: 22120815
  
  I am rejecting this response because:

  While they eventually did replace the defective system only after receiving a demand letter from me, they initially refused to and caused our apartment be without ** for two weeks in 100 degree weather. Their managers and the owner were extremely nasty replying to my complaint that it's 100 degrees in ** in August: "good for you" and in so forth in that manner.  The person who came t replace the ** started cussing and literally making life threats to me after I asked him to check the refrigerant in the system because his own thermometer was showing ** producing 65 degree air when receiving 72 degree air from the hallway. I had to call building security because I was afraid for my life.
  

  This is the nastiest company I have ever encountered!

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

  Customer response

  08/22/2024

  Also, the response form the business shows how unprofessional they are - they were supposed to check the freon levels when they installed the system and even even when I asked the installed to check the freon for the replacement system, he refused!

• Initial Complaint

  08/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My experiences with AAA Modern Air have been nothing short of disappointing and frustrating, culminating in significant damage to my personal property.To provide context, in 2016, AAA Modern Air installed a new air conditioning unit in my home. Unfortunately, this ** unit exhibited problems right from the beginning and required numerous repairs over the years. Despite being under warranty for **************************************************************************************** 2021.The situation escalated in February 2023 when, after the ** lost its refrigerant for the fourth time, I requested an estimate for an ** replacement. During this visit, one of AAA Modern Air's employees damaged my EV charger, an incident that was captured on video and substantiated with photographs. To add to my frustration, despite being told the visit was free of charge, I was later billed for it.Upon discussing the persistent issues with my ** unit and the damage caused to my EV charger with AAA Modern Air's owner, I was offered a questionable proposition: they suggested repairing the ** instead of compensating me for the damaged EV charger. Given that the ** had been problematic since its installation and another repair would have been futile, this offer struck me as insincere. Moreover, this arrangement would not address the financial burden of the damaged EV charger.Since then, my attempts to communicate with the owner have been ignored, including numerous phone calls and emails.As a resolution, I kindly request that AAA Modern Air takes responsibility for the damage caused to my EV charger and covers the cost of its replacement. Additionally, I believe it is only fair for the company to address the persistent ** issues that I encountered since its installation, and if possible, compensate me for the replacement of the malfunctioning ** unit.I appreciate your attention to this matter and hope that you can help mediate a fair resolution. Thank you for your assistance.

  

  Business response

  08/31/2023

  On 2/20/2023 *********************** called us for a service call on his unit. He stated that the unit was not cooling properly and that he believed it was low on refrigerant. We sent out a technician and the system was empty on refrigerant. At this time, we left an estimate and tried to collect for the service call and ************ refused to pay for the service. On March 10, 2023, ************ emailed our service manager that we damaged his EV charger. When we left the property, it was working. He claims that after 18 days the charger stopped working. He showed a picture of our van next to the charger in the parking lot. After speaking to ************, I requested to see the paid invoices for the repairs to the charger, since if it was broken it would need to be replaced. He stated that did not have it replaced. I did not feel as though we caused the damage and do not owe for the damages. I contacted our business attorney, and they advised me to have no contact with *************

  Customer response

  09/05/2023

  I appreciate AAA Modern Air's response. However, I must point out that the current reply appears to be somewhat misleading, given the context of our previous interactions. 
  
  
  To clarify, during my call to AAA Modern Air on February 20, 2023, I explicitly communicated that I did not require any service for my AC unit, assuming it was the same issue of low refrigerant, and instead, I requested an estimate for a new AC unit. From our telephone conversation, it was apparent to me that the visit would be free if, as presumed, there was no freon in my system.
  
  
  Regarding the incident with the charger, I must respectfully disagree with the assertion that my provided picture merely depicts the Company's Truck next to my charger. The image clearly demonstrates that the truck made contact with my charger. Furthermore, I possess video evidence of this incident. In the video footage, it is evident that the driver acknowledged the impact, inspected the situation, and subsequently moved away from my charger.
  
  
  My charger is affixed to a wall, and after the collision, I initially observed only minor scratches in the front, which is why I did not pursue any claims initially. This decision was reinforced by the fact that the charger continued to function at that time. However, a few days later, it ceased to operate, and upon removing the charger from its mount, it became apparent that the housing had sustained damage in the back from the impact, resulting in a breach of the sealing. Over time, this allowed water to enter the housing, which led to the mail function. Due to the broken housing the charger is irreparably damaged.
  
  
  Given these circumstances, there is no repair bill to be considered, as the charger cannot be feasibly repaired. I would like to emphasize that I explained my intent to relocate, which is why I intend to purchase a different charger for my ****************. Nonetheless, the decision not to replace or repair a damaged item does not absolve the responsible party from their liability. I have presented a legal and reasonable estimate of the damages incurred due to the actions of AAA Modern Air.
  
  
  To facilitate a resolution, I would be willing to entertain the deduction of the visit bill from the overall damages, despite my reservations about its validity.

  Customer response

  09/06/2023

   
  Complaint: 20490908
  
  I am rejecting this response because:

   

  I appreciate AAA Modern Air's response. However, I must point out that the current reply appears to be somewhat misleading, given the context of our previous interactions. 
  
  
  To clarify, during my call to AAA Modern Air on February 20, 2023, I explicitly communicated that I did not require any service for my AC unit, assuming it was the same issue of low refrigerant, and instead, I requested an estimate for a new AC unit. From our telephone conversation, it was apparent to me that the visit would be free if, as presumed, there was no freon in my system.
  
  
  Regarding the incident with the charger, I must respectfully disagree with the assertion that my provided picture merely depicts the Company's Truck next to my charger. The image clearly demonstrates that the truck made contact with my charger. Furthermore, I possess video evidence of this incident. In the video footage, it is evident that the driver acknowledged the impact, inspected the situation, and subsequently moved away from my charger.
  
  
  My charger is affixed to a wall, and after the collision, I initially observed only minor scratches in the front, which is why I did not pursue any claims initially. This decision was reinforced by the fact that the charger continued to function at that time. However, a few days later, it ceased to operate, and upon removing the charger from its mount, it became apparent that the housing had sustained damage in the back from the impact, resulting in a breach of the sealing. Over time, this allowed water to enter the housing, which led to the mail function. Due to the broken housing the charger is irreparably damaged.
  
  
  Given these circumstances, there is no repair bill to be considered, as the charger cannot be feasibly repaired. I would like to emphasize that I explained my intent to relocate, which is why I intend to purchase a different charger for my ****************. Nonetheless, the decision not to replace or repair a damaged item does not absolve the responsible party from their liability. I have presented a legal and reasonable estimate of the damages incurred due to the actions of AAA Modern Air.
  
  
  To facilitate a resolution, I would be willing to entertain the deduction of the visit bill from the overall damages, despite my reservations about its validity.
  
  Sincerely,
  
  ***********************

  

  Business response

  09/21/2023

  We do not feel as if we are responsible for the replacement of the charger for ************. The device was working for 18 days after we were at the property. The device is in a parking lot and 18 days is a lot of time between. 

  Customer response

  09/25/2023

  The evidence, including photos and videos, clearly shows that the charger was damaged due to AAA Modern ************ vehicle. The pictures clearly display the damage to the chargers body. 
  

  Even though the charger kept working for 18 days after AAAs visit, its not surprising that a cracked body wouldnt immediately affect the inside electronics. The crash indeed damaged mainly the chargers body and the electronics continue to work at that time. And if that would be cosmetic only, I wouldnt mind. However, the damaged body allowed moisture to get in over a short period of time, causing internal damage that led to the chargers failure. 

  The evidence makes it clear that the damage to the charger resulted from AAA Modern ************ vehicle. Therefore, I kindly request you to reconsider your stance on taking responsibility.

  
  Sincerely,

  Customer response

  09/26/2023

  The evidence, including photos and videos, clearly shows that the charger was damaged due to AAA Modern ************ vehicle. The pictures clearly display the damage to the chargers body. I added pictures of the damaged body.
  
  Even though the charger kept working for 18 days after AAAs visit, its not surprising that a cracked body wouldnt immediately affect the inside electronics. The crash indeed damaged mainly the chargers body and the electronics continue to work at that time. And if that would be cosmetic only, I wouldnt mind. However, the damaged body allowed moisture to get in over a short period of time, causing internal damage that led to the chargers failure. 
  The evidence makes it clear that the damage to the charger resulted from AAA Modern ************ vehicle. Therefore, I kindly request you to reconsider your stance on taking responsibility.
  
  Sincerely,

  Customer response

  09/27/2023

   
  Complaint: 20490908
  
  I am rejecting this response because:

  The evidence, including photos and videos, clearly shows that the charger was damaged due to AAA Modern ************ vehicle. The pictures clearly display the damage to the chargers body. I added pictures of the damaged body.
  
  Even though the charger kept working for 18 days after AAAs visit, its not surprising that a cracked body wouldnt immediately affect the inside electronics. The crash indeed damaged mainly the chargers body and the electronics continue to work at that time. And if that would be cosmetic only, I wouldnt mind. However, the damaged body allowed moisture to get in over a short period of time, causing internal damage that led to the chargers failure. 
  The evidence makes it clear that the damage to the charger resulted from AAA Modern ************ vehicle. Therefore, I kindly request you to reconsider your stance on taking responsibility.
  
  Sincerely,
  
  Sincerely,
  
  ***********************

  

  Business response

  10/31/2023

       After reviewing this case several times, we have decided to continue to uphold our position in this matter. To further our stance, we would like to provide more clarity regarding the service history with ************** air conditioner, as it was originally brought up by ************ as a testament to his past experiences with our company. 
        In the last roughly seven and a half years, ************ has not paid our company a single dime.  The unit was purchased by the previous owner of the property and installed shortly before ************ acquired the property.  Admittedly, the system needed a couple of repairs within the first couple of years since its installation.  Our company took care of these repairs for no charge and did not attempt to charge ************ even once.  Once such repair, an air handler control board replacement, was needed after the labor warranty had expired, and Modern Air still repaired the unit at no charge to ************, in the interest of good faith and customer relations. 
         It was not until August of 2021, 5 years after the units installation date (and 3 years after the last time we had been to the property), that we attempted to charge ************ for our time.  A service call was placed by ***********, and he was informed that our company has a base charge of $65 to send a technician for a system diagnostic.  The entirety of our office staff is extensively trained to inform our customers of the charge.  After ************** arrived and provided a diagnostic, ************ refused to pay for our service.  He did not call us again until February 2023,at which point we once again informed him of the $65 charge before sending a technician.  ************ claimed he was never informed of such a charge, and once again refused to pay **************. 
         This visit in February 2023 is when ************ is claiming ************** damaged his ** charger.  However, in the picture provided (IMG_0062.jpeg), while our truck may be touching the charge, there is no visible evidence of damage, nor is there any sign of displacement from the mount on the pole at that time.  ************ has even informed us that the ** charge was functional for 18 days, over two weeks, after our technicians departure. 
         The more recent pictures provided (IMG_0976.jpeg and IMG_0977.jpeg) do show damage to the charger.  However, these pictures were clearly taken after the charge was removed from the pole it was mounted to, and therefore it cannot be determined at what point this damage took place, or exactly how it happened.  It would also be worth noting that ************ told our company that there were no visible signs of damage to the charger, until it had stopped working. Based on the aforementioned pictures, seeing the extent of the damage and how far displaced the charger was from its mount, this type of damage should have been easily visible before it had stopped working.
         Since ************ has contacted our company regarding compensation for the charger, we have asked, on multiple occasions, for him to provide an invoice showing what he had to pay for the chargers repairs.  At this point, he has only provided a quote, and an invoice from February 2022, presumably when the charger was originally installed.  *********** has since refused to provide an invoice for the repair, claiming he does not have to, along with stating that he is moving soon and going to get a new charger installed at the new property.
         The bottom line is that over the past several years, AAA Modern Air has done everything we could to do right by *************  We have taken responsibility for repairs needed on his air conditioner, completed repairs at no charge when we had every right to charge for it, and only attempted to collect diagnostic charges for our time, which ************ has repeatedly refused to pay.  As we see it, our company did not cause ************* ** charger to malfunction, and it seems as though he is trying to wring us out for more money, after repeatedly taking advantage of our good faith in our customers for free service calls.
         We will be attaching all previous invoices from our visits to *************   

  Customer response

  11/03/2023

  I would like to address some points made in AAAs message and provide some clarifications to ensure a fair and balanced perspective on the matter.
  
  Free Services/Unpaid bills: It is true that I have not been charged for services in the past several years. However, it's important to acknowledge that all the repairs were provided for free because the air conditioner was under warranty. Also, it's crucial to understand that these repairs were a result of the **'s frequent malfunctions, and not a demonstration of the company's goodwill. It clearly shows that the ** had numerous issues from the beginning, and these repairs were obligations due to the subpar quality of the initially installed **. This situation unequivocally underscores the company's poor performance, as it is evident that the ** was poorly installed, and the frequent breakdowns demonstrate numerous unsuccessful repair attempts.
  
  Attempted Charges: While AAA's message mentions an attempt to charge for a service call in August 2021, it's essential to stress that I did not receive clear communication regarding this charge. Furthermore, a diagnostic fees for an ** which had the same problem since it was installed and particularly for a ** unit that was still under warranty, seem incongruous and contradictory to the very essence of a warranty. If there was a legit $65 diagnostic fee, I believe it is the company's responsibility to ensure that customers are fully aware of such charges in advance. Unfortunately, this wasn't the case, which only added to my frustration. It's important to note that the ** issues were well-documented, largely attributable to AAA's installation. Given this, it's perplexing that they considered charging extra.
  
  Evidence of Charger Damage: I maintain that the initial photos clearly show that the ****Truck is bending the charger from its installed possition. This is a clear result from the collision which is clearly to see in the Pictures. It's entirely reasonable that the full extent of the damage became apparent after the charger was removed. The visible damage to the housing back clearly goes together with the impact and the pictures been taken at that day, it's plausible that the electronic damage by water intrusion only became evident later. Since the charger was charging after the impact, I initially didnt file any claims. The sequence of events surrounding the charger's damage clearly shows AAAs liability.
  
  Estimate for repair/New Charger: I provided an estimate for a new charger from *** as the damage to the existing charger is irreparable. The charger cannot be repaired, and it necessitates a complete replacement.
  
  In conclusion, my aim is to seek a resolution to the recent issues related to the ***charger damage and even if I disagree with the service charges for a subpar installed **, Im willing to deduct these charges from the ***damage as I believe that both parties should work together to reach a fair and equitable resolution to this matter. I have enclosed the original quote I obtained from my local *** dealer upon presenting the damaged charger. Given the extent of the damage, the only solution is to replace the charger. Please don't hesitate to contact my *** dealer for further verification.

  
  Sincerely
  ************************;

  

  Business response

  11/06/2023

       In reference to ************** first point, the initial repair of an evaporator coil replacement and tightening on an equalizer nut were done within the units labor warranty.  That being said, of course the repair would be done at no charge to ************* However, you can see on the installation contract that the unit was installed with a two-year labor warranty. Since the unit was installed on April 12, 2016, that would mean that the labor warranty had expired on April 12, 2018. Now, you can look at the invoices we previously attached and see the second repair, a control board replacement, was done in May of 2018.  This is clearly past the expiration date of the contracted labor warranty. However, AAA Modern Air still did this repair at no charge to ************, as a gesture of good faith.
       Now, looking at the service calls completed in August 2021, and February 2023, these were clearly and indisputably far beyond the expiration date of the labor warranty.  Once the unit is outside of the labor warranty, our company is within our right to charge for a diagnostic charge.  As I had mentioned in the previous response, all our employees are trained extensively in dispatching,and we inform all of our customers of the $65 diagnostic charge prior to sending a technician to their property. We have always had a diagnostic charge for service calls, as does every other A/C contractor.  We are not in the business of running calls for free, and therefore we inform each of our customers of the diagnostic charge.  I would also like to note that ************** account is flagged in our system due to previous issues with collecting payment from him.  Taking that into account, I can assure you that ************ was informed prior to his service appointments of the $65 diagnostic charge.  You will also see in the invoice from 8/3/2021 that ************ refused to pay ************** because he told the office what the problem was.  *********** also claims we were charging a diagnostic fee for an air conditioner that had the same problem since it was installed. As you can see from the service invoices, each time one of our technicians serviced this unit, it had a different problem, unrelated to previous problems. 
      ************ also stated that the repairs the unit has needed are a result of poor installation quality.  However, this is completely false.  The repairs needed, as seen in the previously attached invoices, were replacements of manufacturer parts (evaporator coil,control board, and blower motor).  AAA Modern Air is an A/C contracting company, not a manufacturer.  We did not design or build ************** system,and it was purchased brand new from the manufacturer.  The repairs that were needed were the result of defective parts from the manufacturer and their factory, not a result of our installation quality.  Furthermore, **************** permits were pulled for this systems installation, and the installation passed all inspections with no issue.  You will also notice that there are no invoices or records of any service calls placed between May 2018 to August 2021.  That is an over 3-year period in which ************ had no problems with his system, but he also neglected to have the system professionally maintained.  As most homeowners are aware, it is recommended to have an air conditioning system maintained at least once or twice per year to keep it in ideal operating condition.  Having a system go unchecked and unmaintained for over 3 years with no issue should serve as a testament to the systems resilience and installation quality.
      As stated in our previous response, *********** has only provided quotations from *** regarding a replacement for his ** charger.  When asked to provide an actual invoice or receipt for the job, he did not comply, and claimed that he did not need to.  I would also like to reiterate that in the picture provided of the charger on the pole (IMG_0062.jpeg), there is no visible displacement of the charger from its intended mounted position.  It is not until ************ removed the charger from its mount, over two weeks after ************** was at his property that there is visible damage. To clarify, we are not arguing that *** has recommended replacing the charger rather than repairing the damage, rather that there is no clear evidence that our truck caused the charger to fail. 
       Our company has a strong reputation in the South ******* area, and we do everything we can to maintain that reputation.  We strive to provide excellent and personal customer service. As every company does, we make mistakes. When we make such mistakes, we own up to them and make things right with our customers.  However, having been in the business for over 50 years, we also have grown quite accustomed to some people trying to get repairs for free (be it A/C related or not).  In this situation, we will continue to hold our position that our truck did not cause the ** charger to fail. 
  

  Customer response

  11/14/2023

  I wanted to update you on the progress regarding the written confirmation from *** regarding the irreparable damage to my EV charger. Last week was very busy for me, so I had to scheduled an appointment with *** for this week. I apologize for the delay, but the nearest *** Dealer is an hour-drive away, requiring me to take a half day off for the visit.

  
  

  Best regards,

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

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