ComplaintsforBeaches Air Conditioning and Heating, LLC

• Initial Complaint

  06/17/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On June 11, I contacted America Home Shield for services on my AC unit. I was referred to Beaches. First, I as NEVER able to speak with a representative about scheduling. I had to contact AHS and have them reach out to schedule. After 3 attempts, the agent was able to speak with ****** and schedule an appointment for 6/15/24. I have not heard from Beaches nor has anyone come out to service my unit. No one answer the phone and they dont return emails.

  

  Business response

  07/01/2024

  We were given the wrong contact information for this customer by their warranty company. This claim has since been diagnosed and is pending the customers decision on moving forward.
  
  Thank you 
  

  
  

• Initial Complaint

  03/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Called in a service request to AMERICAN HOME SHIELD (first mistake). They contacted Beaches for the repairs. Beaches showed up as scheduled. Found there was no coolant in the system. Service rep told me they would file the report that day. 6 days later AHS still did not have the report. Now its below freezing, I am a one week post kidney transplant and we have no heat. Ive Spent the last 2 days on the phone trying to get some answers and someone to come out.

  

  Business response

  04/02/2024

  We had spoken to *************** on the phone numerous times. Every time he would curse at and ******** our office staff while we were trying to explain to him that we were waiting on approval for his warranty company and getting the necessary items ordered for his repair. Why we do understand being frustrated on having to wait on repairs that does not give him the right to speak to our staff in the way that he did. His repairs are now complete and as of 3/21 and the claim is closed.

  Customer response

  04/03/2024

  [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: 21453471

  I am rejecting this response because: There were no parts to order. They waited 4 days to file a report. thus further delaying their response time. They were advised I had just had major surgery (kidney transplant) and that the temperatures during this wait period (8 days) was dropping well below freezing. They did nothing to expedite repairs. Why in the world a crappy company like this from ** with no physical presence in TN was assigned repairs, I fail to see. This is a question American Home Shield will have to answer.

  Regards,

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

• Initial Complaint

  01/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 05/01/2023 I filed a claim with American Home Shield for an air conditioner issue, and they assigned us to Beaches Air Conditioning and Heating, LLC. The tech (******) came out a few days later and attempted to fix the issue. When the issue occurred again shortly afterward, ****** came back out and said he would have to order a part. The part took a while to come in, but he was able to come back out on 07/03/2023 to install the part. He stated if it didn't work that he would have them order a new board (also have him stating this in a text). The issue started happening again, so on 07/14/2023, and then again on 07/21/2023 I texted him and he replied that he would have them order a new board. I texted him a couple more times over the few weeks and on 08/07/2023 he replied that it was on back order. I texted him again on 09/14/2023 and he replied that he would check if the board was in, then again 10/27/2023 and 11/292023 and he stopped replying (only reply was on 10/27 when I tried calling him directly and he texted that he was working and that I should text him). I made a call to the office (************) in mid-December 2023 and the lady who answered said she needed to call ****** to find out since there was nothing in the notes regarding ordering a board, and that she would call me back. I never heard from her, so I ended up calling again on 01/18/2023. The lady who answered stated again that there was nothing in the notes regarding a new board, and that since it was so long since the initial appointment I would have to file another claim with American Home Shield (which will cost another $125 to do so). As this is an issue where Beaches dropped the ball on a correct diagnosis and told me (both verbally and via text) that they would order a board (which should fix the issue), I feel this is unacceptable, and that they should honor their word without me having to file another claim. I am seeking for Beaches to refund my $125 American Home Shield claim fee.

  

  Business response

  01/23/2024

  We were authorized through *** *********** home warranty to do a Trane valve, which we did. We were only paid to do the valve. His warranty never paid out for anything above or beyond the valve that we did. We are not able to authorize a control board on a 8 month old dispatch.  He would need to place a claim or discuss with his warranty.  We will not be refunding him his copay back that he paid to his warranty company ( he didnt even pay that to us), when we did the work we were authorized to do. He needs to follow up to his warranty company, as we cannot refund money that was not paid to us. 

  Customer response

  01/23/2024

  [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: ********

  I am rejecting this response because:

  ******, the HVAC tech for Beaches, informed me that if the valve didn't fix the issue he would order a new board. He also stated in the attached texts he was ordering the board. The $125 service fee did go to American Home Shield, but should either be refunded by Beaches their part did not fix the issue from the get-go. I would prefer the new board, but have absolutely no trust in Beaches at this point.

   

  Regards,

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

  

  Business response

  02/07/2024

  The  copay that was paid, was an agreement between the homeowner and his warranty for the part that we were approved for. Again, we are not able to refund money not paid to us and I do not see that you paid us any money towards this repair. This is a matter you would have to discuss with your warranty provider.

  Customer response

  02/08/2024

  [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: ********

  I am rejecting this response because:

  Beaches simply did not repair my HVAC unit. The unit needs a new board (as shown by Beaches' technician ****** via the attached text correspondence). The part ****** initially installed did not fix the unit. ******'s text stating that he was going to order a new board is a legal agreement from an authorized technician from Beaches. It is true that I did not pay Beaches directly, but I paid $125.00 fee to American Home Shield (AHS) to contract Beaches to repair my HVAC unit. I am sure AHS has reimbursed Beaches for the mis-diagnosed part they brought out and installed, as well as the service call and anything else Beaches may have billed AHS for. I would prefer to have the new board for my HVAC, but as stated before - I simply don't trust Beaches to fulfill this task, nor do I trust their technician, ******, who didn't fulfill his promise to order and replace my board. I strongly feel Beaches should reimburse the fee I paid to AHS, in order to be used to pay AHS the fee again to contract another HVAC business (to complete the job Beaches failed to do).

  Regards,

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

• Initial Complaint

  10/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Misdiagnosed an AC problem and reported to my ********************* causing them to deny my claim. The pic clearly slows flex duct is cracking and the tech reported missing insulation. Girl that answers phone unwilling to send me the tech report, unwilling to call the tech, unwilling to have tech correct the error, unwilling to ask tech, and told me to call another company. Unprofessional

  

  Business response

  11/01/2023

  Good morning,

      I apologize the warranty denied their claim. As far as denial reports the customer home warranty always send them a copy of that report, so if they call their warranty they can send the report and a copy of their contract indicating where it states its not covered.

   

  Thank you

  Customer response

  11/02/2023

  [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: 20697958

  I am rejecting this response because my home warranty did not deny the claim. I paid for a 2nd and 3rd opinion and they were in agreement of the problem and it's covered per my contract. So they are paying for it. Your company lacked to provide accurate information due to either miswording or lack of knowledge. And, were unwilling to hear anything or help in any way. You had a technician in my home and refused to send me his diagnosis notes. That's unheard of. 

  Regards,

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

  

  Business response

  11/17/2023

  Good evening,

      There is criteria that the home warranty has ** turn in and we did that. We reported our findings along with pictures and unfortunately our bid for repairs was not approved. As far as documentation, that is all turned into your home warranty who then emails you, this is not our process but theirs. I am glad that your warranty approved another contractor for you and wish you the best moving forward.

• Initial Complaint

  07/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  see Attached document

  

  Business response

  07/19/2023

      I am showing that this job was completed on  7/10/23.  There was additional authorized needed from the customer’s home warranty which delayed this claim a few days.

   

  Thank you

• Initial Complaint

  05/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was assigned to beaches for a/c repair by my home warranty service home shield. the deck had told me everything would be covered then submitted a report leaving $1700 out of pocket to be paid. their receptionist called and offered and upgrade then when I called home shield they refused to honor the contract.

  

  Business response

  06/09/2023

  This customer was contracted to us through a home warranty company.  We do not know their policy and/or its coverages until calling in our diagnosis to their warranty. We would have no way of advising a customer of coverages or exclusions on their warranty until diagnosing and speaking with their warranty. We also have a recorded call of our office speaking to this customer, and never once it stated by our office that they would have no out of pocket cost. I am sorry that the customer is not happy with their warranty coverages or lack thereof , but that has nothing to do with our company as we are just there as a middleman. We did offer the customer an option to upgrade their system with their warranty company at a discounted price when they were not happy with their repair cost, that is our job to give the customer all options available.

   

  thank you 

• Initial Complaint

  11/08/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  October 25th open case diagnosis for broken zone panel replacement for A/C Heat Pump. From Oct 27th - November 8th (today), no communication, no call backs, not answering phone for over 2 weeks. No idea or status on when job will get done if ever. Left phone messages multiple times a day every day for 2 weeks. October 27th was the diagnosis which the technician said they had back in shop and then never returned. Without A/C and a hot house for weeks with no status on when job will get done.

  

  Business response

  12/21/2022

  From: Beaches Air Conditioning <**********************>
  Sent: Wednesday, December 21, 2022 9:40 AM
  To: **** ******* <*********************>
  Subject: RE: BBB Complaint Final Notice

   

  Good morning,

     We had an open request though his home warranty company, and they cancelled this request. With this being cancelled, we do not get paid or authorized to complete repairs. This would need to be reopened in order for work to be performed.

   

  Thank you

• Initial Complaint

  10/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have a home warranty and was assigned Beaches Air to resolve an issue I am having with the HVAC unit. Case was opened on April 25, 2022 today is Oct 22, 2022 and Beaches has not completed the service they agreed to resolve. The technician ****** has been out 3 times, and has not completed the job yet. First trip he changed cylinder and said I needed more power to unit that breaker was bad, he said he would return when breaker was changed. Second trip out was 4/30/2022, ****** informed me there was no power to unit nothing more he could do till that issue was fixed. Upon further investigation it was found that the breaker had been turned off I called warranty company back and told them if the technician had gone to breaker box he would have noticed breaker was off which was why there was no power to unit. Beaches Air technician ****** returns for 3rd time and checked unit and now said compressor was bad and needed to be replaced. He informed me he would send to warranty company and soon as he received replacement approval they would order compressor and when it was received he would replace. I asked how long that would take because the summer months were approaching, he replied he didn’t know that he had someone that was already waiting 4 months. He said he would put down that home owner has medical issue that that usually speeds up progress. I called numerous times through the month of June and was told part had been approved and was ordered. On the following dates I had appointments set and Beaches Air never showed up or called July 8, 2022 10-3 no show, August 1-2, 2022 no show, August 31 no call. I continued to call and got no response. Oct 11, 2022 technician called left voicemail, I immediately returned call set appointment for 10/13/2022 between 8-9. I received text message at 8:21 saying he was 30mins away, he never showed up or called. Today is 10/22/2022 Unit still not fixed and can’t get anyone to answer phone or text messages.

  

  Business response

  11/15/2022

  From: ******* *** ************ <**********************>
  Sent: Tuesday, November 15, 2022 8:50 AM
  To: **** ******* <*********************>
  Subject: RE: BBB Final Notice

   

  After looking into our notes on this claim, we are showing that we have tried numerous times to schedule this customer. We are also showing that the customer has not agreed with their warranty company in regards to their out of pocket expense. Unfortunately, until contact is made and the out of pocket expenses are agreed to, we are stuck in regards to what we can do

  Customer response

  11/15/2022

  [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: ********

  I am rejecting this response because: This is incorrect information, we have scheduled numerous appointments and the technician doesn’t show up, and when u call no one answers the phone.  My warranty company also has had issues with Beaches not answering the phone also. I also DID agree to pay the $880.00 out of pocket expense.  Only answer I receive from warranty company regarding Beaches is part is ordered soon as it is received they will be out to install. I received a phone call yesterday at 5:35 from my warranty company telling me that Beaches told them compressor was ordered and soon as it came in they would call and setup appointment to install. So NO I do NOT agree with response from Beaches Air!!! 

  Regards,

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

• Initial Complaint

  10/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been dealing with the company since June roughly. They were contracted by American Home Shield to fix our air conditioning. Many unanswered calls and interactions with homeshield later the work was finally completed in mid September. The technician plugged in our pool heater unknowingly on the day of repair and we did not realize until later. After it was too late. As a consequence our pool heater no longer turns on or our pool pump. I contacted Beaches air conditioning and heating, I was told the ticket would be reopened and the manager would call me. The manager never called me. I called back today and was told the manager left a note saying they were not liable for the damage. I asked to speak to the manager and was told they had just gotten out of surgery and had a six week recovery time. Just nothing but excuses from this company. Waiting nearly 4 months for an ac fix for a simple compressor swap is excessive to say the least. Now they won’t own up to their mistakes. To say I’m dissatisfied with this company is not enough. I was told they could send a tech out but they don’t know what they can do because they aren’t trained in pool equipment. They told me to expect a call from scheduling. I will not hold my breath. Requesting they own up to their mistake and repair/replace the damaged equipment.

  

  Business response

  12/08/2022

  From: Beaches Air Conditioning <**********************>
  Sent: Thursday, December 8, 2022 1:55 PM
  To: **** ******* <*********************>
  Subject: RE: BBB PAST DUE COMPLAINT / PROBATE

   

  Good afternoon,

     I see that this compressor was installed in Sept. The customer had called back in indicating that they were having issues with their pool pump in mid October, which has nothing to do with their hvac system. The breakers are even independent.  We had advised the customer that need need to place a pool pump claim with their home warranty, as again, the issue with the pump cannot be related to their hvac system as they are two very separate components

• Initial Complaint

  08/15/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Beach Air made a repair under AHS home warranty about my AC with heat pump unit on Feb 1. They charged out of package $560 for refilling the Freon because it was empty. It didn't disclose how long the freon was good for. During the service, I specifically repeatedly confirmed with the technician to fix the leak before refilling the freon. In late June, my unit isn't cooling again. After a 3rd party technician's diagnosis ( refer to United Air Temp invoice attached), it turned out the repair done in February not only didn't fix the leak but also did more damage to the unit maybe contributing to further leak. The repair went back to Beach Air because it only made sense for them to foot the bill and fix their mistake without any charges. However, a different Beach Air technician informed me on Aug 8th that the freon refill was only good for 60 days because it was contracted by AHS and will charge me another $1,000 for refilling the freon again without the promise to fix the leak again. Now I know why Beach Air didn't try to fix the leak before refilling. Because they don't have incentive to fix the leak before refilling since they can continue charging customers for refilling the freon, which the price continues increasing. This is a fraudulent activity. I'm not sure I want them to fix my unit anymore. I'm asking for the refund of $560 and at the mean time I want this information public so no more victims like me will have to go through it again. Remember this is the peak summer in Florida. I've been living without AC for almost 1.5 months. I've also emailed Beach Air addressing the issue but the email bounced back ( did want to put everything in writing to avoid phone conversation). Thanks so much for your help!

  

  Business response

  10/03/2022

   

  From: Beaches Air Conditioning <[email protected]>
  Sent: Monday, October 3, 2022 2:50 PM
  To: **** ******* <*********************>
  Subject: *** ******** *** ********* ***********

   

  Re ****** ****

     I see that we were out to the **** household in early Feb. and repaired a leak at their outdoor service port.   We were out again over 5 months later and the **** home had a leak at their indoor evap coil. Per their warranty company, they are responsible for refrigerant charges on this repair, as it is not near, or even on the same machine as what was fixed months earlier.  I am sorry that they are unsatisfied with services, but the leaks that has developed since our visit in Feb, is not related in anyway to the original issue, which would make them responsible for their portion of the charges through their warranty company.

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