ComplaintsforEnergy Air, Inc.

• Initial Complaint

  05/01/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 4/14/2023 a technician from ENERGY AIR in Orlando, FL came to install a "new" A/C coil. This followed a previous visit of 2 technicians recommending replacement. The "new" coil was installed work order ********** and marked 3.75 hours labor, receipt number: ******** The total cost was $ 1583.35 paid with check. Out of this $ 1,503 was coil estimate emailed by ENERGY AIR on 04/06/23. I realized the coil sold to me as "new' was 9 years old and about to run out of warranty in less than a year. When the coil has normal warranty of 10 years! I noticed Energy Air actually registered me as owner and purchaser of this coil manufactured 2014 with ******* (the manufacturer) and indeed the coil was 9-10 years old. Is this correct? is this the right way to serve a customer pretending is a new coil while it is 9 years old and almost out of warranty, and make me pay as for a new one? But there is more bad news about this. I called the company and firstly they refused to explain me about coil warranty. Just like that. When I called Energy Air the second time, another manager told me to open myself the A/C unit to see the coil serial number. And so I did. At that point I realized what an unprofessional work performed this technician with the mounting screws. Not one of the mounting screws was attached correctly, they were either loose or tilted badly. Finally, I couldn't see any coil serial numbers on that coil. Just for the frame, for the agent, etc. I contacted *******, the coil manufacturer. They helped me and I found actually the coil serial on the payment receipt from Energy Air. Why couldn't they tell me this upfront and they made me dismantle the A/C unit? Also he technician marked down 3.75 hours of labor, but it wasn't that long. I know from the purchase receipt when left my local ****'s store to arrive home for the technician. And I know the hour he emailed me the receipt of my payment to him. The difference between these times is less than 3 hours!

  Business response

  05/16/2023

  
  Energy Air Inc. installed a new factory replacement coil in Mr. *****s air conditioning system.  We are unsure what number was provided off the coil stating it was manufactured in 2014.
  
  We offer, and Mr. **** has a one-year parts and labor warranty for the newly installed coil from Energy Air Inc. for workman ship on the repair.  As far as the air conditioning system in question, it can carry up to a 10-year Parts Only warranty if the system was registered. Energy Air Inc. has no prior history with this A/C system.
  
  In regards to the accepted quote, only Labor was charged to install the evaporator coil, TXV and (1) pound of refrigerant. The parts were covered by Goodman under the manufactures parts warranty.

  Thank you,

  Jason B**** | Service Manager
  Office: 407-886-3729 | Fax: 407-886-7580
  5401 Energy Air Court, Orlando, FL 32810
  
  

  
  

  Customer response

  05/17/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  I read business’ reply and I declare hereby that this answer is not satisfying at all. It is not accurate, not correct and incomplete. I am elaborating my answer in 3 parts:
  

  PART 1:
  In the first paragraph from business's reply (Energy Air Inc., Orlando, FL): Mr. B**** (the business’ Manager) writes: "…We are unsure what number was provided off the coil stating it was manufactured in 2014”. This affirmation is incorrect. Please see the attached files “Quote” and “Warranty coil” and note that in the business’ quote sent to me the business knew exactly the Model Number and the Serial number of the coil. These two numbers are exactly the same one on the file “Warranty coil” which I uploaded from  the coil manufacturer, *******’s site. In that “Warranty coil” file it is clearly written the beginning of the warranty is 2014 (9 years ago!) and the coil warranty will expire in 2024, next year.  It means the business sold me in purpose and knowing it an old coil with warranty to expire in 1 year. This is not a correct deal. I am not an attorney so I cannot call this action a fraud, but this is how I feel: I was cheated. Any customer paying the new coil expect it to be new! That is to have full warranty. OK, may be not 100% new, but something decent like 5 years, etc. But 1 year only? Without telling the customer?
  I would say a correct customer approach would have been to ask me options, like: “sir, we can install n old, unused coil whose warranty expires in one year. If we make you a deal in the price, would you go for this?”
  But, no, the business didn’t tell me it is an old almost expired warranty coil. Why? This coil will probably puncture next year, so the business would come back to install a new one, and ask for money from me, of course.
  

  PART II:
  In the 2nd paragraph of the business’ reply is another untrue affirmation. The Manager writes: “…As far as the air conditioning system in question, it can carry up to a 10-year Parts Only warranty if the system was registered…” NOT true. I called the business around April 17, 2023 or so, and talked to Mr. B****, the Manager and he told me something along the lines “do whatever, I have nothing else to tell you” Not word for word, I do not remember, but be sure, this was the message. I wrote a true review, not at all positive, and I emailed the business about my problem. Another Manager, a lady called me. She was way more polite and elegant in her discussion and told me that the coil is not registered. This proved to be NOT true. Another untrue said in my face from this business. I asked her how to register the coil and she told me to open the A/C panel and read the tags. Now, when you charged your customer about 300$/hour labor for this work, it means this is not easy. And risky! Anyway she told me to open the panel and read. I did. I discovered at the same moment how bad and unprofessional the screws were screwed back in the frame: all twisted slated, some loose. Very bad careless work. Nevertheless I found 3 tags and only 3. I took pictures of all and I called the manufacturer, *******, as told. They said none of the tags is good. One is for the frame, one is for the refrigerant agent, and one…something else, but not the coil. The tag with coil number was either placed in its hidden part (by the wall) so no one can ever verify it, or just illegally broken and teared apparat, away. I don’t know. Depressed, unhappy and tired I screwed back the screws and stop calling. Then I looked into the quote and into the payment and I notice to my big surprise that the serial number and the model number were clearly written there on top of the file (please see the attached files “Quote”, “Payment” and “Warranty coil”). I called again ******* and they told me, yeas, now is correct and they sent me where to see the warranty.
  To my big surprise I was registered for that coil. You know, I do not even know what and who is *******. How could I register the coil myself? And anyway it can be verified electronically. It means either the business or the technician who did the work registered the coil, in my name, yes, in my name! So, they knew very well the coil is registered and they knew very well they sold me an expired warranty coil.      
  

  PART III:
  In the third paragraph in business's reply (Energy Air Inc., Orlando, FL) it is written:”…. only Labor was charged to install the evaporator coil, TXV and (1) pound of refrigerant. The parts were covered by ******* under the manufactures parts warranty” . If this is true, the business charged me $ 500/hour. This is not a fair price. Who asks $ 500/hour for A/C labor and where in this country? It is also untrue that the part didn’t cost because when I asked the technician about the warranty of the old coil he said he has no clue.
  Besides, I can prove this, his work was less than 3 hours. I came from ****’s to home to be there when they start work, so I have the time stamp from ****’s. The receipt of the payment for this work  was sent to me electronically, so I have also the time stamp of end of work. The difference between these times is about 2.5 hours. So the real work time was actually even less that 2.5 hours. Is this a correct procedure?
  CONCLUSION: I am extremely unhappy and angry with this work and with the lies about the coil and warranty. I would request the business to come back to me, take away the almost expired coil they put in, and install another one in good standing warranty, which I will check before they come to my house. All this work should be covered by the warranty of their work, as they keep promising: 1 year work warranty. Or simply, refund me a part of the money.
  

  Sincerely yours,

  ****** ****
  -----------------
  

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

• Initial Complaint

  10/30/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Date of Transaction: 9-1-2022 Amount of money you paid the business $455.00 for thermostat Additional money you paid to other company due to negligence of Energy Air: *********** 978.00 What the business committed to provide you: Repair and diagnose the malfunctioning AC What the nature of the dispute is: Mis- diagnosed. Duke energy informed us that faulty wiring- causing both hot and cold circuits to be active at same time incurring 978.00 electricity bill. Whether or not the business has tried to resolve the problem: No- Sent an email to mr Jason B***** on 9-11-2022 and numerous phone calls. No response Account/Order/tracking number : Order tracking number ******* customer Number ******

  Business response

  01/09/2023

  Business Response /* (1000, 8, 2022/11/23) */ To Whom This May Concern, On 9/1/22 Energy Air, Inc. responded to a service call for a system blowing warm air. While onsite, our technician discovered the failed thermostat. At that time, the customer agreed to replace the thermostat. Upon replacing the thermostat the technician checked the system's functionality in terms of heat, emergency heat, and cooling. After these tested correctly, the technician placed the system in cooling mode and returned the system to normal operation. On 9/24/22 Energy Air, Inc. responded to an after-hours call for a high electric bill. After a preliminary check of the systems operations, the technician found everything to be working in proper order. All of the settings on the recently replaced thermostat were correct. While the tech was checking the pressures of the system at the condensing unit outside the system blew a low-voltage control fuse, which is located inside the home. This caused the tech to perform a continuity test on the low-voltage control conductors. The result of the test was intermittent resistance, also known as a short, on the low-voltage conductors leading to the heating controls of the system. This in turn caused the heating elements to turn on intermittently. Energy Air Inc. repaired the low-voltage conductors at no cost to the owner. Unfortunately, on a system that was installed in 2016 the low-voltage conductors running outside to the condensing unit can be compromised by string trimmers and the elements. Consumer Response /* (2000, 10, 2022/12/12) */ (The consumer indicated he/she ACCEPTED the response from the business.) Company agreed to refund the cost of the thermostat.

• Initial Complaint

  09/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  This company did the installation on my HVAC system for my new home only a few months old. First off, I've never heard of a company who know absolutely nothing about their work like these guys. They have installers who install the systems and then techs that fix it that know virtually nothing about the inner workings of the system. They have zero direct contact with the people who actually know what they're doing(or do they?) or you the customer just aren't important enough to them to waste their installers time. My house gets very humid and despite multiple attempts from their techs to provide some type of fix they weren't able to come up with a solution. Multiple trips out and each was more clueless then the next. One actually blew out the contactor on the outside unit trying to fix another issue and blamed it on the electrician. Now I'm facing another issue where the thermostats are reading properly and I need to rely on these guys again to diagnose the problem. I call them and their service manager Jason gives me every excuse not to come out until he finally agrees to send someone out but not until next week of course because you being comfortable in your home isn't important to them. When I tell him I'm fed up with the company and their work he tells me to go do what I got to do when I tell him I'm reporting them to BBB. Still haven't heard from them to schedule a tech to come out. Not only does this company not stand by their work, they have terrible customer service. I'm exploring all options on my end against them at this point but don't ever use them for your HVAC, there are so much better companies out there that stand by their work and treat you with respect.

• Initial Complaint

  08/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I had my unit installed in 2019 by energy air inc. two years later my wife noticed the air wasn't as cold mid day in the summer. I brushed it off as just being hot out. The following summer she noticed it again and I felt hot air blowing from the unit. I call ************* to service my unit in July of 2022, he stated Subcooling was double the manufacturer spec which indicates a restriction in the metering device, liquid line, filter drier, or non condensable in the lineset. I called energy air to discuss the issues and they stated their service tech would need to inspect the unit. The service tech came out at my expense and said the exact same thing ************* Stated. He also said that this is nothing I, as the home owner, could have done and it was an error done at install, then handed me an estimate for $1200.00. I called the service manager, Jason, at energy air and voiced my concerns that this was an issue done at install and he said "let me stop you right there, this unit was installed in 2019 and you had another service tech look at it, he put the contaminates in the line as far as I'm concerned. we're not replacing anything" even I then spoke His manager, Eric, and he said that is was very odd this was happening and sent a second tech out to inspect the unit. A week later the second Tech stated exactly what the other two technicians stated and that it's up to management on if they want to stand behind their work, but he recommended I replace the capacitor ASAP because it's failing from bing over worked by the issues being caused by the non condensible in the line. I paid the tech to replace the part. I then received a call from Jason stating that because I didn't call within the first year, they will not stand behind their work. So now I have a brand new unit that is over heating and at energy airs recommendation I should just keep it off in the summer. Very dishonest company,

*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. ↩