ComplaintsforMax Cool Air Conditioning, LLC

• Initial Complaint

  03/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On November 13, 2023, a Technician from Max **** came to check on our broken HVAC unit, the Technician explained the issues and came to the conclusion that we needed a new unit. He offered me an 18 months no interest option and I accepted, I was already under a lot of stress looking out for the well being of my family and needed the unit asap, a few days after I received a credit card from Synchrony, I was king of confused and called Max **** and they told that Synchrony is the company they use for financing. On my first payment I noticed an interest charge, I message the Synchrony customer service and they told me that it's some type of service fee. Now every month they keep charging me interest, message Synchrony and they said that Max **** coded me the wrong promotion and that I needed to call ********, on February 29 called Max **** and they said that they do not deal with that and to call Synchrony, I message Synchrony and now they keep going back and forth and no one wants to take responsibility. At the time of the purchase the technician did everything on a small tablet and I trusted on the offer he mentioned, I never expected this was going to happen and it's not fair that some businesses are just ripping me off with their fake offers. I don't know what else I can do about this and really need help resolving this issue.

  

  Business response

  03/01/2024

  Hello! We have corrected the billing issue with the ****************** Synchrony. This correction should be reflected in 1-2 billing cycles. We have spoken with the customer and let them know if the billing has not been corrected on the second billing cycle to give our office a call so that we may investigate further. 

  Customer response

  03/01/2024

   
  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

  08/22/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  After researching in BBB have come to the conclusion that ************ has a trend in the works to make more money My Central A/C, contacted warranty and ************ sent their "PRO" he left leaving the unit making a very loud noise come to find out the fan brogue to **** blade.. Now they asking for ** to pay blaming ** for **** blade. {IF BLADE WAS BENT PRIOR WHY "PRO" TECH DIDN'T MENTION IT " {WHY TURN UNIT ON KNOWING WAS GOING TO BRAKE EVEN IT COULD HAVE BLOWN " The blast was so powering the almost took unit off concrete platform.

  

  Business response

  10/05/2023

  The system has been repaired.  If the technician knew the fan blade was going to break a day or 2 later he would have told the cust and would have waited to make the repair until all the parts were available. We were called out because the fan motor was bad.  tech changed the motor and noted when he started the unit up:

   

  Replaced condenser motor.old motor was locked up.when system came back on the blade started shaking slightly. Inspected blade and system.charge and all other parts seemed normal.

   

  Many fans slightly shake and can do so for years without failure.  the warranty company only allows us to change parts that are mechanically broken.  

  Customer response

  10/06/2023

   
  Complaint: 20505228
  
  I am rejecting this response because: it is far from been accurate, the tech even before he left stated we were going to need a fan blade as well he,the tech, was told by me, ****, the unit was making a very very loud noise which ignored and just left, which was the reason for unit to brake the blade and fly out of cement base 3/4 of the way off into the ground, as far as fixing it YES, it took more than a month in 100* weather and A.H.S as well as ******** to get involve and still when the so call tech came, he was trying to lame us for the issue starting by saying, air filter was to thick, we had holes in the duct, we have placed condenser in wrong place, croils were very very dirty,it was only I told him, the tech, coils were cleaned by yet another tech from same company as well as condenser placed and he, the tech, not only apologizing many times for the wrongfully diagnosed plus spending 3 hours on the with so called manager on the phone  he decided to say it was the compressor because we put to much freon and it was going to cost us lots of money to replace BECAUSE A.H.S Warranty does not pay them enough for any job    SHOULD I SAY MORE 
  Sincerely,
  
  ***************** ******

• Initial Complaint

  08/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 26 July Max **** was dispatched by American Home Shield to my residence to inspect my a/c unit after the blower motor went out and was causing smoke to come through the vents. I was informed that they would take 48 hours to submit the report to AHS. However its has been over a week now and no report has been submitted. This is after several discussions (8 total) with AHS and ********. Keep getting that they are working on the report even though they said it would only take 48 hours which breaks their own policy and is unprofessional when waiting on an a/c repair when its been 95 degrees or more daily. Today it 3 Aug 2023 and still no report has been submitted.

  

  Business response

  08/23/2023

  This was resolved 8/5/23.  LVM to advise customer we received his APPROVAL today, 8/3 @12:29.We were calling to schedule his repair for tomorrow, Explained to Cust it just took a WHILE for us to receive the APPROVAL.It looked like the claim was stuck in the *** system because we had to call and ask why ***** hadn't responded yet.We got the department to push the claim through, and now it is approved,  We went out and repaired ************/5/23.

  Customer response

  08/23/2023

   
  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

  06/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had a A/c compressor leak and was told it could be fixed by one of the technicians. After a 8 day wait with no ***, they sent another technician out and found out they could not rep*** it needed to be replaced. I said this from day 1. **************** has been poor and inconsistent. I was told i needed my blower wheel clean so clean you could eat off of it before they fix the issue and the evaporator coil cleaned. Its been 2 weeks with two separate contractors who have cleaned the wheel and now the gentleman Ive been working with isnt in despite telling me to follow up on Saturday. Normal wear and tear on a blower wheel especially after its been cleaned should not impact the FUNCTION OF MY HVAC. I need my unit to turn on and cool, unless there is a leak or problem with the evaporator coil this is more preference than a requirement. I have now 4 contractors stating the same thing. max *** and cool is trying to get more money out of innocent people and does not follow through with prior commitments.

  

  Business response

  06/06/2023

  In response.  to *******'s complaint.  the attachments she uploaded were after her system was cleaned which was required to be done by her ********************* before they would pay for the repair.  I have attached the pictures of the coil and blower wheel in the condition they were in when we arrived.  *******, asked if she could have someone else clean it to which we advised her yes but we could only complete the *********** it was cleaned.  We have to provide proof to the warranty company that the unit was clean because they do not pay for partial repairs.  we originally were out there on 5/23.  The repair was authorized by her **************** on 5/25.  On 5/26 ******* told us that she wanted to have someone else come clean the unit because the $500 we quoted to pull and clean the blower and clean the evap coil was too much for her.  ******* called a few days later to tell us the system had been cleaned.  We scheduled an appointment for 5/31 to come out and do the repair.  When we arrived only the blower whhad some minor cleaning but the coil had not been clean.  Being that we were there the technician looked at the braze joint again he said he didn't know if the braze would hold good due to corrosion and we would be better off replacing the compressor but he was not even going to attempt the braze repair since the system had not been cleaned and we would not get paid to perform the repair unless this was done.  We again told her if she would like to get the system cleaned we would be happy to do that for $500.  She said she would call another company to do it.  We advised her we were going to update the autho for her claim to cover replacing the compressor and once her system was cleaned we would order the compressor.  She sent our office pictures of the system cleaned out on Saturday 6/3.  We immediately ordered the compressor.  Sent her an email showing her the compressor was ordered.  Additionally, we called Monday morning to confirm the compressor was ordered and would be shipped out.  The compressor should arrive Wednesday.  I don't know what she is complaining about because we have been up front and honest with her the entire time.  We even went out to do the repair taking her word the system had been cleaned when it in fact had not been.  

• Initial Complaint

  01/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Central Air system is a 2021- it was not working in October we placed a call through our home warranty- took 6 weeks to get a repair, (waiting for many parts- high pressure and low-pressure switches, fan and several other items) it was closed out as " finished" on approx. Nov 19. It replaced many of the components, relay switches, fan , motor - was told the heat was not hooked up correctly and shorted entire system- being ******* you can't test heat- well Christmas week when it was cold here in ******* we turned heat on- it didn't work I called the company they said it was past 30 days... so they don't stand behind their repair? they told me I had to put another service in with home warranty company- that cost more money each time. They should honor their repair was not done correctly and fix it. The fan stays on continuously. set to 73 current temp is 66 in house

  

  Business response

  01/30/2023

  We are sorry it took time to get your parts in but they were out of stock in the state of *******.  We had to order them in from the factory where they were also out of stock.  All the parts were ordered on 10/21 after the repair was authorized by your home warranty company.   They list of parts are as follows  Motor - ECM (Outdoor) --51-102728-28CU Fan Blade -70-102345-15 ************************ ************* Low Pressure Control -- ************ High Pressure Control -- ************.  They parts did not arrive until 11/16 we came out and installed them on 11/17.  We cannot control supply chain issues.  We found another issue while we were there which was repaired the next day on 11/18.    We did not install your system another company installed it and did not install it correctly which cause many components to be shorted out.  When we arrived to your home many items were disconnected and bypassed.  We fixed all of those items... Then on 1/19 we received a dispatch from AHS where we found a defective thermostat.  Which is a totally different problem.  This item was replaced that day.  We have repaired your system.  Your home warranty gives you 30 day warranty on the repair and that is all they pay us for.  There was 2 months between the first repair and the second and it was a different item that was broken.   

  Customer response

  01/30/2023

   
  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.
  However find it funny the thermostat worked before the repair

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

• Initial Complaint

  09/13/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On or about June 14, 2021 our AC went out. We filed a claim with our home warranty company and Max Cool was the selected servicer who was sent out. The technician told my wife a series of issues with the unit and said they could fix it but the part would take 4-6 weeks to fabricate since the unit was so old. He then offered to sell an upgraded system with a discount as this was as the result of a home warranty claim. We went with this option as the unit was over 20 years old so it needed replacing anyway. The new system was installed that week (handler and condenser). The new unit went out again this weekend (9/12/21) and I hired another company to look at it and when they arrived they noted the drain pan is too small and not up to code and stated that Max was required to pull a permit for the installation and an inspector would have noted the improper drain pan. Since no permit was pulled it was never inspected and now I have a air handler with a incorrect drain pan.

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