ComplaintsforPerformance Air Conditioning, Electric, & Plumbing

• Initial Complaint

  05/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Date of transaction: July 2020 and May 2023 New 2-ton heat pump (replacement) installed in July 2020 by Paradise Air which was bought out by Performance Air shortly thereafter. Compressor under 10-year warranty failed in May of 2023 and was replaced at a cost of $1,100 (labor only) to me, as labor warranty was for one year only. The thermostat set at 78 runs continuously and will not shut off on days when temperature and humidity are high. I have attempted to resolve this with Performance Air several times, to no avail. Last attempt was on May 28 by phone. I suspect the current unit needs to be replaced with a 2.5 ton heat pump that will keep up with the demand. I made an appointment for the annual cleaning in February for a May 15th service. Performance Air called me late afternoon the day before to cancel the appointment and told me they could not reschedule until September.

  Customer response

  05/30/2024

   
  Better Business Bureau:
  

  I am currently working with this merchant to resolve & wish to close this complaint at this time with the understanding if things do not work out I can reopen.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  05/10/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  New HVAC installed and fully paid for. Permit application number 23 - *******. Failed inspection on 3/29/23 and again on 2/2/24 due to zoning review required. Zoning application process not started

  

  Business response

  05/20/2024

  Thank you for the opportunity to address this concern. Our Operations Manager has initiated communication with ****************, and we are actively pursuing a resolution to this matter. We are in the process of arranging an in-person meeting with the permit and zoning office, and subsequent follow-*** will be conducted with **************** to ensure a satisfactory resolution. We are committed to maintaining open lines of communication with **************** until this issue is fully resolved.

• Initial Complaint

  08/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I spent over $15,000 on new air conditioning units in 2019. This past weekend on 8/12/23 we noticed the air conditioner was leaking into the downstairs ceiling. This is the 4th time in 4 years this has occurred and yet the unit is under warranty. I called Performance and they sent a technician out and he saw the unit raining into my ceiling but was unable to find the cause. He said they would escalate it and send out someone else. I called them again Saturday afternoon and they said they needed to inform a supervisor and the supervisor would call me back on Saturday. That never happened. Yesterday we called twice and today twice and they gave us the same BS story.

  Customer response

  08/17/2023

   
  Better Business Bureau:

  The incident has been resolved - they fixed my AC so please close this case
  
  Sincerely,
  
  *********************************

• Initial Complaint

  07/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On May 12, 2023, I closed on a home in Florida. As part of the repair addendum, I asked for the **** units to be serviced and maintained. On May 3, 2023, a licensed **** technician from Performance Air Condition *********************************************** was called. As a result, several findings were noted including repairs and cleaning. I was provided with the receipt regarding the findings. At the bottom of the receipt, there was an apparent attempt to cover up additional comments from the technician via scribbles. From what I am able to discern through these scribbles, the note appears to say, System update. It may be time to speak with a comfort advisor about a more efficient system. Approximately one month later, I discovered an issue with the unit that was serviced and had to pay over $8,000 for a new unit. I strongly believe the technician was aware of the status of the unit and made a comment noting the condition. However, the technicians comment was intentionally scribbled out when it was turned over to the Seller.In several attempts to fully understand why this note was made and then scribbled out has left me with even more questions. Performance Air maintains they did a full investigation but I still did not receive a logical answer as to why the receipt was scribbled and was told a technician would not scribble over a recommendation for a new unit because it would be commission for them if a new unit was sold. Due to me not having accurate information regarding the condition of the unit and not being in a position to have the Seller make any necessary repairs, I was responsible for all replacement costs which could have been avoided had I known the unit needed to be replaced. I do not believe the business tried to resolve the problem, and ironically, the technician is no longer employed with the company. I was provided a one-year maintenance plan for the unit valued at $120.00, which is nowhere near the cost of the new unit I had to replace.

  

  Business response

  08/01/2023

  After looking into the ****************** file and the service visit from May 3, 2023, for the previous home owner. The scan provided of 'observations' was not an invoice and rather observations and recommendations made for the unit at the time of service. In the middle section of the paper were immediate items that were suggested to be addressed at that service visit or in the near future and a quoted amount of $1,701.00. At the bottom of this same paper the technician wrote "System Update - It may be time to speak with a comfort advisor about a more efficient system." This is a recommendation made by ************** in an effort to assist the previous home owner in potential energy savings in their utility bills by installation of a new unit. This was not something we recommended due to the condition of the unit at that time. We cannot speak to why this portion has been scribbled out but one can believe this might have been done at the time of service with ************** in speaking with the home owner that she was not interested in moving forward with a quote on a newer more effecient system at that time therefore the technician removed this suggestion. The technician notes in our system from that service date state: "Upon arrival the customers house I completed the check up on both customers units. When initially speaking with the customers they stated that the outdoor units were pretty loud  and they have been loud since they moved in the house. After checking out the units I found some of the screws were loose which dim the sound slightly in the customers will need to put something with a little weight due to some of the screws being stripped out at this time which will also lessen the noise. Both systems are working properly at this time." We do not feel that this was done maliciously or in attempt by us or the previous owner to hide anything and believe there was no wrong doing.

• Initial Complaint

  07/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 2/3/23 I purchased a total HVAC system and duct work from PERFORMANCE air-conditioning, electrical &plumbing for $18, 425.00 My contract states all new equipment. The salesman, ****, knowing that the airhandler to be replaced was located in the rafters insisted that the new unit would fit on the floor of the garage without impediment to parking both cars in my garage. Upon installation the stairs coming from the house going into the garage had to be removed to accommodate the new unit causing a hazard and loss of obtaining homeowners insurance. The second issue was a light switch being moved to the other side of the door leading into the garage to accommodate the new unit. While moving this line the electrical workers criss-crossed other wires in the house causing loss of electricity in half the house and wires burning out. After several attempts by their electrician power was partially restored. Upon new lights being installed where they were missing during the 3 attempts to rectify the problem we find that they did not restore power to 3 locations in the house. The 3rd issue is that previously stated in the contract that all equipment will be new. The installers reused a return and when I asked for a new one that is clearly stated in my contract I was told that it would cost me $1,000 extra. I spoke to ***, their installation manager, on several occasions and *** came with an electrician to try and fix the electrical problem and talk with me about my concerns. *** agreed to come back and move the equipment to the correct location, move the light switch to its original position, restore electricity to the parts of the house not receiving power, replace the steps and give me $1,000 refund for using my old return. It has been 5 months since this was promised. I called on Wednesday July 5th asking to Speak with ***. I was told that they were leaving him an email. I called again the next day and was told the same thing. Nobody has returned calls

  

  Business response

  08/01/2023

  We appreciate the opportunity to review ****************** concerns. Our Operations ********* currently assisting with his concerns and has scheduled for a technician to return to the home today, August 1st, to assess the unit and create a plan of action. We appreciate ********************** cooperation in the matter while we work to get this resolved for him.

• Initial Complaint

  07/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We see the many positive reviews, but with us, they blew it. I own a 47 year old service firm, " TeamCAI". If one of my techs had left with (Any thing similar to) a two year old device (mini split) still inoperative, charged over $250 a pound for refrigerant that retails at less than $20 locally (****, etc.). Almost half a grand for a failed service call (And the Amazon retail price is only $699 brand new). Absolutely pathetic. We're printing copies of the invoice to share with others. Beware! Left with it not cooling.

  

  Business response

  07/12/2023

  Our Customer Relations Manager reached out to ************** to discuss his concerns. We discussed that we provide flat rate pricing for out services that includes materials, labor and any applicable warranties on the work we provided and we present this cost upfront to our customer so they can make a decision on if they would like to move forward with the work. ************** agreed to the price and for the service to be completed at the service call on 7/3/23. When we were notified the unit was not working since this visit and we offered to send out a tech to reassess the issue but ************** declined. Based on his cost comparison he researched, ************** was looking for a full refund from our service visit. We reviewed the picture included with the complaint and the refrigerant shown is for a vehicle AC system and is not the type of refrigerant his system requires. The unit he has is his home uses R-410a refrigerant. To resolve this matter for customer satisfaction we did agree on an amount for reimbursement. ************** was satisfied with our response at this time. 

  Customer response

  07/14/2023

   
  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.
  
  Sincerely,
  
  *****************

• Initial Complaint

  06/30/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  New ac unit installed for by Paradise air, at which time we paid for a 4 year biannual maintenance plan. Paradise later merged with Performance ac. and service hasn't been the same. We have had challenges since. The problem at this point is scheduling the prepaid maintenance services. Twice now, a 4 hour window was scheduled only to be canceled and then told no additional appointments for a month or more. The first time it was resolved however this most recent instance has been awful. I called to try to coordinate a more reasonable reschedule and the person I spoke to agreed it was too far out for a prepaid "member" and said a supervisor would return my call. I received a voicemail the next day requesting a call back, which I promptly returned, and left a message with someone. I didn't hear back so tried again. And again. And even more. Sent an email to someone that helped with our prior issues, and no response, to two separate emails. I tried both methods again yesterday and indicated if no response I'd go through BBB in an attempt to resolve. At this point we want a return call and refund on the remaining prepaid services, so we can move to a more reliable and trustworthy company.

  

  Business response

  07/12/2023

  We appreciate ****************** bringing this experience to our attention. Our Customer Relations Manager reached out and apologized for the last minute cancellation and we're reviewing this matter internally to ensure this does not continue going forward. We have our representatives ask if a customer is able to reschedule their appointment if we're making outbound calls due to volume of inbound calls for service visits, but we should not be requiring our customers to reschedule. We honored ******************' request to cancel her maintenance contract and refunded the amount for the unused portion of the plan. She accepted this refund to resolve her concern. 

   

  Customer response

  07/12/2023

   
  Complaint: 20253381
  
  I am rejecting this response because: no refund has been received as promised. I will accept upon receipt of refund. 
  
  Sincerely,
  
  ******/*******************/*******

  Customer response

  07/27/2023

  This response was provided verbally to BBB:

  As of today, we have not received a refund from the business.

  

  Business response

  08/01/2023

  We have confirmed that the check that was issued for Ms. ****** was issued and mailed on 7/24/23 check #**** and amield to the address on file. The check should have been received by now, please reach out if it has yet to be received and we will confirm it has not been cashed and issue a new one. Thank you for your patience in this matter as we now consider this matter resolved.

  Customer response

  08/03/2023

   
  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. 
  
  Sincerely,
  
  ******/*******************/*******

• Initial Complaint

  06/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The Transaction date 5/28/2021 - August 11/2021 They never have the Permits to install the 4 A/C New Units, The ************* need the permits for the Inspection ASAP. The Owner pay in total $9,632.00 We need they pull the 2 Permits, because if we have no permits the owner have to pay the penalties we not reason, she already pay.Thank You *********************** Property Manager.**************

  

  Business response

  09/19/2023

  Thank you for providing us the opportunity to address and ultimately resolve the concerns with regards to the property managed by ****************. Performance partnered up with Paradise and ultimately took ownership of the lack of permitting originally done by Paradise. We worked with the customer and pulled permits for the work completed and are waiting to schedule the final inspection with the customer. We appreciate their patience in the matter and once the inspection is complete, we consider this matter resolved" 
  

• Initial Complaint

  03/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Performance AC, *********************************************** installed two new air conditioners at my residence. I was quoted thermostats that they never installed. I was verbally told they would upgrade me to electronic air filters to replace the 5 filters. They installed only one. No communication about the other one. Installed the plumbing in my upstairs unit and now Im unable to put the door back on and close it. They wanted to bring in a handyman to fix the door issue. Im a handyman so I asked them if I could to do it myself and they could pay me for my time. They verbally agreed but now Im unable to get ahold of anyone to verify this before I fix the problem. Im very frustrated with the lack of communication with the company and there management. I have grown very upset and dont know what else to do.

  

  Business response

  04/12/2023

  Thank you for the opportunity to respond to this complaint. Our Operations Manager reached out to ****************** to discuss his concern. We have scheduled the contractor for repairs for ******************** home. Also, the electronic air cleaners were ordered and we are scheduled to install them on 4/13/2023. Our Customer Relations Manager has also been in contact with ****************** and we will be refunding the difference between his new and old thermostats. We will follow-up with ****************** after the electronic air cleaners are installed and the repairs are done to ensure everything has been completed to his satisfaction. He is satisfied with our response at this time.

• Initial Complaint

  02/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I was only getting partial heat would not heat to thermostat setting. The technician said my heating unit was only half working they would have to order a new kit cant get parts whole kit and service call $89 and kit $472.00 my parts are still under warranty the invoice says heater kit nothing about labor. Customer ********************** tells me this is the warranty labor charge I told him all it says is heater kit nothing about labor I should only pay about $200 the he wanted to transfer me to someone else that was warranty labor charge. The unit was bought 8/7/2020 I fell this is way overcharge and he was very rude just saying the same over. Please Help

  

  Business response

  03/07/2023

  Thank you for providing us the opportunity to address ******************** concerns. Our customer relations manager was able to review his file with him and gain some clarification on his warranty. We were able to provide **************** with a partial refund and consider this matter resolved. He should expect to see this refund in the next 3-5 business days.

  Customer response

  03/20/2023

   
  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.
  
  Sincerely,
  
  ***************************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩