ComplaintsforAir McCall, Inc

• Initial Complaint

  07/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  To Whom It May Concern, I am writing to file a formal complaint against Air Mc Call Air Conditioning Company and its subsequent parent company, Waychoff's Heating and Air Conditioning, regarding the purchase and service of a defective air conditioning unit. On May 17, 2017, I purchased an air conditioning unit, Model#Q7RE-042K, Serial Number Q7F170406807, manufactured by Frigidaire, from Air Mc Call Air Conditioning Company located at 6662 Columbia Park Drive South Suite 1, Jacksonville, Florida 32258. The system was accompanied by a ten-year parts and labor warranty. However, the unit has proven to be faulty from the beginning, requiring numerous replacements of the condensing coil. The condensing coil was replaced four times on the following dates: August 28, 2019, June 11, 2020, December 22, 2021, and August 25, 2022. Despite the warranty terms explicitly stating that any defective part replacements should be covered at no cost during the ten-year warranty period, Air Mc Call Air Conditioning Company consistently charged me for each condensing coil replacement, amounting to $1,176.10 for the service on December 22, 2021. It is important to note that Air Mc Call took no steps to determine whether the unit was a lemon or a defect from the manufacturer. Instead, they continuously charged for additional services while failing to address the core problem, seemingly to maximize profits at the expense of their customers' satisfaction. Since the closure of Air Mc Call Air Conditioning Company, I have reached out to Waychoff's Heating and Air Conditioning, located at 6929 P****ips Parkway Dr S, Jacksonville, Florida 32256, the company that purchased Air Mc Call, seeking assistance in resolving this matter. Unfortunately, Waychoff's Heating and Air Conditioning has refused to cooperate or provide any support.

  Business response

  08/01/2023

  Thank you for providing us the opportunity to review and address *** *****s concerns with regards to the parts and labor warranty on the system he installed with Air McCall in 2017. In review of his file and contract it was determined that Mr. **** had a 10year Parts and 2 Year labor warranty on the system and a 10yr unit replacement with the compressor failure. The pricing paid at the service was for the labor portion to install the coil in the outdoor unit. We understand Mr. ****s' perception in that he was charged erroneously, but have confirmed the charges were accurate. We will still honor the remaining warranty originally purcahsed with the equimpent, but also reached out to Mr. **** and provided him a discount on that repair as a courtesy. We thank him for his patience and understanding and consider this matter closed.

  Customer response

  08/02/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: 20348327

  I am rejecting this response because I reached out to Air McCall and Waychoff regarding the system still being under warranty and no one would help. Every time I called i got the run around and people pointing fingers at each other. The part is question has been replaced 4 times since purchase and i was never charged labor. The warranty does provide a partial credit for labor. the invoice that i paid stated that it was for the part and not the labor. the part  should have be covered under warranty as previous times. At this point AirMcall  caused our home to be without AC during the since June 1. I have reached out to other AC companies and they all agreed that AirMccall should honor the warranty. I finally got an AC company to work on the issue but its shouldnt have even been the case I chose to be with AirMcCall for a reason i thought to be good. Waychoffs AC was no help at all since they didnt want to touch the issue warranty or not. I find it interesting that AirMccall considers the case close when they have not even checked on me to see if I have AC working. We have been without air since 6/1/2023 and no one seems to care. During one of the hottest summers in history My AC company let me down.
  

  Regards,

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

  Business response

  08/18/2023

  Our Customer Relations Manager made contact with Mr. **** on August 14, 2023 to follow-up on this matter. He advised the unit is now working and he has no other concerns at this time as everything has been resolved. 

• Initial Complaint

  06/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a brand new 3 ton carrier Ac/Heating unit from Air McCall in October 2022. Since that time they have been out 6-7 times making repairs on the system for the same issue. The thermostat in my home will be set at ***** and the thermostat goes as high as 78 and the house gets extremely hot. Every time they come the system is short on freon and they have to refill it. I am a senior citizen and am extremely afraid that ***** is being released in my home. They charged me to replace copper tubing in April because that was supposed to be the problem and came back out in May for the same issue and replaced a big component and had to put 3 lbs of freon in the unit. The unit began doing the same thing yesterday and now they are coming back out today for the same issue. I believe the unit needs to be replaced. I have spoken with numerous individuals at Air McCall/********, but most specifically with *********************** who keeps telling me they have to order different parts to get the system fixed before they will even consider replacing it. I don't understand why a brand new system requires all the various parts to be replaced and it is very frustrating to have to endure this mentally as well as financially..

  Business response

  07/04/2023

   Thank you for the opportunity to respond to this complaint. Our Customer Relations Manager has been in contact with **************** about her concerns with the air conditioner installer in her home. On May 13, 2023, we found the refrigerant low in the ** and found a leak at the evaporator coil. We returned on May 16, 2023, to replace the evaporator coil and TXV to resolve this issue. On June 12, 2023, we were called out for the ** not cooling but ************** found everything operating to manufacturer specifications. We were called out for the unit not cooling on June 14, 2023. We found the condensate tube was pinched, not allowing water to flow from the system resulting in the system shutting down. We fixed the condensate tube, and the unit has been working well since. We last spoke with **************** on June 28, 2023, and the system was working at that time, but she asked us to follow-up again in another week or so. We will continue to reach out to **************** to ensure her concerns have been addressed.

  Customer response

  07/07/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: 20174326

  I am rejecting this response because: the normal for this unit is to work for 2-3 months and then shut down again. Yes they came out in June and spent a couple hours checking on their unit and told me everything on their end was good. They told me I didnt have enough vents on my house, my insulation was not appropriate and took numerous pictures to show me and I again refused to sign the invoice because I knew that was not the case. Within 24 hours my floor was flooded and the unit didnt work again. Please explain to me how they did a thorough job and missed seeing a coil was the problem. They were too busy finding fault with my house than doing their job. They are saying the Freon level was low. It has been low several times since the unit was installed always with a different Excuse. The last time they had to put 3lbs of Freon in the system. This is supposed to be a brand new unit and they have been out here at least 7 times for the same problem. The system is less than 10 months old. Since they came out in June I agree the manager has followed up with me weekly and I told her the same thing Im saying now. the system is functioning right at this moment. But according to their technicians if my vents and insulation are not appropriate how is the system working fine now in this blistering heat we have been having? Im not asking them to do anything that should be out of their reach. I am still paying on this unit and I would like to be able to get what I paid for. The person who came out and sold me this unit looked over my house and did not address any concerns with vents or otherwise. I had a unit in here for 17 years prior to this one with no vent or insulation issues. I would like the unit replaced and then if the same problem exists I will do what needs to be done. Thank you for all your help.

  Regards,

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

  Business response

  08/01/2023

  We are currently working to schedule with the **************** to have our technical manager make a site visit to the property to review the **** equipment, but have been experienced difficulty in making contact to schedule this. We encourage the customer to return our calls so that we may schedule this visit and provide a resolution with regards to their **** unit.

  Customer response

  08/02/2023

  This company notified me two weeks ago they were going to schedule an appointment and I spoke with their rep. ** was at home by the time I returned his call and was going to call me back the next day and I never heard from him. I spoke with a manager from their company Monday, July 31 and scheduled an appointment for Monday, August 2 between 8 and 9a.m.. This is a part of my complaint they are saying they had trouble scheduling an appointment as if I am not available and that is not true.  Thank you for your consistency in working this out.

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

  Customer response

  08/02/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: 20174326

  I am rejecting this response because:

  This company notified me two weeks ago they were going to schedule an appointment and I spoke with their rep. ** was at home by the time I returned his call and was going to call me back the next day and I never heard from him. I spoke with a manager from their company Monday, July 31 and scheduled an appointment for Monday, August 2 between 8 and 9a.m.. This is a part of my complaint they are saying they had trouble scheduling an appointment as if I am not available and that is not true.  Thank you for your consistency in working this out.

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

  Regards,

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

  Business response

  09/19/2023

  Good Afternoon,

   

  Please accept the below response with regards to Air McCall BBB ComplaintID#******** - ***********************:

   

  "Thank you for providing us the opportunity to review and further resolve Ms. ******* concerns. Our Customer Relations Manager was able to make contact with **************** and we have come to an amicable resolution for her. We consider this matter resolved and closed and would like to thank ******************** patience in the matter."

   

   

  Thank You

  Customer response

  09/19/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

  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. I would also like to thank the **************** Manager whom I spoke with after speaking with several managers about this issue. She took the time to not only listen, but hear me and as a result we were able to come to a resolution that was beneficial to me. Without her assistances this matter would never have gotten resolved, in my opinion. Great kudos to her.

  Regards,

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

   

• Initial Complaint

  02/28/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I have a ******* Club Membership with Air McCall. I have used Air McCall for my HVAC needs since I first joined their ******* Club in the Fall of 2020. I have never had any complaints with their services and overall have been happy with the company and their technicians. Our current ******* Club Membership runs from 11/11/22- 11/11/23. An Air McCall Technician had visited our home on 11/11/22 and performed a Tune-up prior to going into the Winter Season. Our system checked out good for both high demand stage heating and cooling modes with it operating normally. With the recent increase in temperatures we attempted to turn on the air conditioning. It failed to cool our home. This happened on Friday, February 24th. so in effect we have no air conditioning. I waited until Monday, Febraury 27th to call Air McCall about coming out to do a Spring Tune-up and troubleshoot why our system would not cool our home. When calling the Air McCall number we were informed that Air McCall had merged with ********** and that they would send out a technician but we would need to pay a Dispatch Charge. I told them we had the Air McCall ******* Club Membership and the visit should be part of the Pre-Season Cooling Inspection and Tune-up but they insisted that we had to pay the Dispatch Charge. At the bottom of the Air McCall ******* Club Membership it states:*** "When Requesting Service, Please Tell Us you Have A Maintenance Agreement"*** I clearly stated this to the Customer Service Agent taking the call. It didn't matter to them. They insisted on the charge for the dispatch. I feel that with ********** merging with Air McCall, they are the ones who dictate what happens and they are no longer honoring an Agreement that was in place prior to their merger. Air McCall had a Golden Rule of " Treating Everyone As They Would Want To Be Treated" I feel that Golden Rule has gone away with the Air McCall/********** Merger. They are not Honoring their Agreement. A 50% Refund Is Requested.

  Business response

  03/13/2023

  Thank you for providing us the opporutnity to respond and resolve *** ********* concerns. Our Customer Relations Manager was able to reach out and discuss the options left and the customers concerns. We were able to resolve these concerns amicably and provided mr. Houston with 2 years free complimentary maintenance on his HVAC system. We are appreciative or *** ********* patience in the matter and look forward to doing business with him in the future.

• Initial Complaint

  01/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Called AirMcCall A/C company,**** ******** **** ***** *********** ** ************ on Dec.26,2022,license#********** for service on my home A/C which was not working properly. The person I spoke to said there was an $89.00 service call charge which I agreed to. Nothing else was said. There was no mention of any additional charge. The serviceman arrived and said if I wanted him to check my A/C as to why it was not working there would be a diagnostic charge of another $169.00 I needed the repair as the outside temperature was at freezing so I felt I had no other choice but to sign for the diagnostic test. The serviceman said this test would pinpoint the problem allowing him the necessary information to prepare a accurate estimate for the repair..He hooked a gauge to the outside unit which took about 5 minutes and then went back out to his truck for the next 1/2 hour.When he came back in he told me after conferring with his team they concluded there was a leak in the system.I did not hire a team.I do not know the qualifications of the team.I do not know how many members are in his team or if they are licensed. He did not provide me with a diagnostic report and did not know where the leak was located or if there was more than one leak.He recommended buying a new unit. Having the diagnostic report would have been helpful in deciding whether to repair or buy. He said the repair of the leak could cost between $1000.00 to $2000.00 or more.than $2000.00 I do not consider 5 minutes to hook-up of a gauge a diagnostic test when he could not even elaborate on the severity of the leak . I did not agree with the charge for the so-called diagnostic test and therefore offered the serviceman payment of $89.00 for the service call.He refused and left The diagnostic test which is required by their serviceman for any repair is a hidden fee and should not be allowed.

  Business response

  02/01/2023

  Thank you for providing us the opportunity to resolve *** ********* concerns. After receiving this complaint on January 18th, our Customer Relations Manager attempted to make contact via phone with *** ******* to discuss and ultimately resolve this complaint. To date he has not returned our answered our calls. We are extremely disappointed in hearing of *** ********* concerns and after an investigation found he was charged erroneously by the technician at the home. The 89.00 dispatch fee was quoted to *** ******* on the call to which he agreed, but while the tech was in the home informed the customer of further diagnostic charges. Through our acquisition of Air McCall this was a charge that was removed from our services and communication had not been clearly given to the technician at the time. As a courtesy we will be refunding *** ******* the full amount he was charged for service that day including the original 89.00 he agreed to. It is extremely important to us that our customers do not lose faith in our ability to provide them with exceptional service, and hope that he gives us another opportunity to provide him with the service experience we pride ourselves in. 

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