ComplaintsforAC Today

• Initial Complaint

  07/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I called AC Today to repair my air conditioner. They decided that it needed a new wireless communicating thermostat, which they installed on March 28,2024. The tech did not install the new wall thermostat that he had with him that went with the wireless communicating system. He said it wasnt needed. The next week during a follow-up call from the company about the service, I explained that I was charged for that wall thermostat and I would like it installed or a refund to which she agreed and said I would be getting a refund. The last week of April the a/c wasnt working properly again. Doing the same as before the installation of the new system. On May 6, 2024 a tech came out and said the problem was the old thermostat. He called the office and ask them if they had the one that didnt get installed the first time. They didnt but were going to look for it or order a new at no charge to me since I already paid and never received a refund as told prior. Several phone calls later with no resolution, my a/c is still not functioning properly and now A/C Today wont answer my calls. The last communication was with ****** on June 13, 2024, who told me that due to COVID the thermostat has been on back order but it would be in on Monday, June 17, 2024, and a tech would be out to install it that day. I left a message with the answering service that no one showed up and I was told that the message would be given to ****** and I would get a call back. I have not gotten any call backs and now it seems as though they have blocked my number.

  

  Business response

  07/16/2024

  I have been in contact with *************** and we are currently working thru the right solution with ******* Controls.  Our technician has been on site and it has been determined that there is a  weak wi-fi signal issue exist with the current configuration.  The condo is a an older structure there is no way to replace the thermostat wire.  We are searching for a stronger solution on behalf ******************* unit. 

• Initial Complaint

  06/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  AC unit not working since May 11,2024. Multiple services calls to diagnosis the problem. No communication from company. Asked owner to call me numerous times. No response. As of June 13, 2024 still no repair. See attached letter for specific details

  

  Business response

  06/19/2024

  Dear ****, 
  We apologize for the frustration and any inconvenience you've experienced with your Mitsubishi Split unit. We take your concerns seriously and are committed to resolving any issue as promptly as possible. We understand the urgency of your situation, especially with the rising temperatures, and we are actively working to expedite the resolution process. Our team is dedicated to ensuring that your Mitsubishi unit operates efficiently and effectively.
  Our records indicate the when the unity was purchased in August of 2020 you were given the option to purchase a labor warranty and declined. Unfortunately, it is too late to purchase a labor warranty at this time. We then offered a 10% discount on the repair, even though we don’t have a maintenance agreement with you for the mini split. At this time we are awaiting the EVAP coil to arrive from California. A member of our staff is calling the manufacturer (Johnstone) daily for updates and we were told last week that the part would likely be in sometime early this week. As we stated over the phone, we will call you as soon as we receive the part so that we can schedule a time to complete the repair. Please expect a follow-up call from our owner, Howdy Hudson, as well. We appreciate your patience as we work to address your concerns.

  Customer response

  06/21/2024

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

  I wanted to purchase a warranty and the salesman Chris who presented himself as the owner advised not to purchase the warranty because " these units last forever with no problems" 

  It showed be noted that I had purchased another AC unit from AC Today and I did purchase the warranty, as I do on all other mechanical items I purchase.

  The ONLY reason I didn't purchase it was Chris told me I didn't need it. 

  I have asked numerous times over the past 6 weeks to have the owner contact me and have yet to hear from him.

  
  
  Sincerely,
  
  **** *****

  

  Business response

  06/24/2024

  Mrs. *****,

  Again, we understand your frustration.  Its our goal to assist you to remedy the current situation.  In fact, our team member tried to assist you getting this purchase covered thru your American Express, which they ultimate rejected your warranty claim.  As your noted, you purchase the extended warranty on your split system.  It is our practice to offer all solutions to customers, including extended warranties at time of transaction.  From a timing perspective we are at the mercy of manufactures and third party vendors to purchase an extended warranty.  Our office manager has reached out to you to remedy the situation.  Please advise how you want to proceed.  Thank you.  

  Customer response

  06/25/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  In your response you identified an extended warranty is in place on the split system and thus there should be no parts or labor costs associated with the repair. Please confirm this to be true prior to scheduling the appointment to have the unit repaired. 

  The communication I have requested which is to have the owner call me has still not taken place. My phone number is *** *** ***** when will the owner call me??? The business stated in their previous response that the owner would be calling me.  As of today June 25, 2024 I still have not heard from the owner.
  Sincerely,
  
  **** *****

• Initial Complaint

  01/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On Jan 25 2021 I called ac today to replace a single package ac unit at my home.ac today was recommended by an individual who had serviced our old unit.when he retired he sent letters of recommendation of ac today,of which he said he was a former partner in business with ac today's owner.the following day a representative of ac today came to my home and called me with the price. I never had anyone else give an estimate and from ***'s recommendation I proceeded with ac today.the following day they started the replacement. They sent a young man out who was not prepared for the job. A gentleman from.the office came to job to help with the slab and unit placement.A senior tech came and did the final hookup of unit. Several days later they had to come out and ******* the slab under the unit.approx two weeks later the outer shroud finally was put in place at the unit.On 2/24/21 they had to return to replace a capacitor that went in such a short time.A couple of months later they had to return again to replace the compressor that went bad. It was at this time I felt the unit was defective I called and asked if someone in ownership or management would call.I never was contacted.In October of 2022 another capacitor went bad costing ****** which I paid to ac .today.In December of 2022 the heat quit working.A tech from **** Today did a bypass of sensors as which he said two weren't necessary.this costed ******. he said he saved me ****** doing it the way he did.I was not looking for a temporary fix.I then called and talked to.******* who said all management was on vacation .no one called back after the holidays. In march of 2023 during a 4 point inspection I was informed no permit was pulled for the install of the **** Unit. I called ****Today again to talk to ownership or management,again no return calls. This December the heater quit working again. I called **** Today and talked to ******* and told her before I schedule them out again I wanted to talk to ownership or management.no return calls again. This time I hired another company to fix the heating problem.I was present when he opened the unit. He showed me where the previous tech from **** Today had cut wires to do a bypass.this created a problem with heat sensors which created a major short in the unit. This costed 425.00.As I stated to ******* the last time I called all I was asking was someone in management to give a courtesy call.As I said before I took the word from someone who had so.much faith in this business that he sent all those letters recommending this company.now at bare minimum I believe I should be reimbursed the ****** in out of pocket expenses I have incurred since delivery of this ****thank you

  

  Business response

  01/31/2024

  The issues with ************* have been resolved. 

  Customer response

  02/04/2024

  Complaint has been resolved.

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