ComplaintsforACS Home Services

• Initial Complaint

  10/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a new Air Conditioner on August 16, 2023, from ACS Home Services, since then it has broken down 5 ****** ***** in six weeks. ACS has sent out repair people, they get it going for a few days then it goes out again. I am 78 year old and my wife is 86, I am missing my left lung which makes breathing in the house without Air Conditioning difficult. My wife is legally blind and I am her caretaker. I want the A/C unit taken out completely and I want a refund so I can go to another company. I have no faith in this company and just want to be done with them.*********************************

  Business response

  10/02/2023

  Thank you for communicating with us on this matter. It is true that we have had 3 service calls post installation. The first was due to a high density filter that was rather dirty, our suggestion was to use a less dense filter that allows better air flow. The second and third time the blower motor failed.  These are issues of either the manufacturer or possibly electrical issues which we need to inspect in order to determine. We have been incredibly responsive, even to the extent of visiting the home last night on a Sunday night. We came back with a new motor this morning and were not aloud on the property.As ALWAYS, we will stand behind our product and installation but we will need the opportunity to do so. Please let us know when we can schedule for our tech to come back to the home. Thank you

  Customer response

  10/02/2023

   
  Complaint: 20682439
  
  I am rejecting this response because: They came out 5 times not 3. If you check their service men's device they have a record and date of each time someone came out and what they did.

  The air filter was not blocking any air, the air filter that was there was two weeks old. My son put it in for me. This was the first time they came out.

  The second time they came out we were told the motor was bad and they needed to replace it.

  The third time they came out they said they replaced the motor and the circuit board.

  The fourth time they came out they said there was a loose wire which burned out a component.

  The fifth time they came out was at night I could smell beer or booze on his breath and he said he needed to replace the motor, which would be the second time it was replaced or so it seemed. He said he would be back in the morning. He never showed up and another guy showed up, we were not home as we had to go to a funeral, he called me and I told him to take the unit out and issue me a refund .End of conversation. The owner or manager called me and I told him the same thing to remove the unit from my property he said to me "That's not going to happen" end quote. As you cxan see from the business post they lied, they had to come to my house 6 times counting today. I have no confidence in their ability to repair or trouble shoot a system. I want the unit removed and a full refund.

   

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

  Business response

  10/03/2023

  Hello there, although we are in disagreement on the service visits, this is neither here nor there.  I have no intentions of representing ourselves as combative or unresponsive. I am willing to even sit down face to face and have a discussion with you if you prefer.

  We can both agree on and you are 100% correct that I did say we will not be removing the ** unit and refunding the transaction. I do stand behind that as we will not be doing that.

  What we will do is continue to stand behind our work. The manufacturer and its warranty has a process for failures, and although I can completely appreciate that this has been inconvenient and frustrating, this does not warrant removal of the air-conditioning system. If we get to the point where the manufacturer deems it a lemon, then the manufacturer and only the manufacturer will be the ones who make that decision and cover those cost for that matter.

   

  In the meantime, I would like to be abundantly clear as we are willing to come back out to the home as quickly as you like to review the situation.  

  Customer response

  10/04/2023

   
  Complaint: 20682439
  
  I am rejecting this response because: They have been out here 5 (FIVE) time to repair a brand new air conditioner system. I am at the point where I no longer trust or have any confidence in their ability to correct this situation. Therefore I want to replace the entire system. If this was a vehicle it would fall under the lemon law but alas it doesn't. I think this matter should be referred to *****************************, the owner of ACS Home Services. They have told me that I had a very dirty Air Filter it may have been a little dirty but I had my son change it out about two or three weeks before I had the system installed. Then I was told that the motor and circuit board had to be changed out so supposedly that was done.. Then when they had to come out again I was told that a loose wire had shorted out and burnt the condenser well that news had me more concerned because of possible fire. Then I was told after that episode that the motor needed to be changed out again. It was at this point that I refused entry in our home. It was clear to me that *** was performing sub-standard work and quite frankly didn't have a clue as to the problem. The last night we had someone from *** come to our home and told us the motor needed to be replaced he looked around  and said he would be back in the morning.  He didn't show but someone else did at 11:15 AM. We were at a funeral when I got the call that *** was at my home and I told the *** guy I wanted the system removed and a refund. After the first breakdown, just to be sure I hired an Air ********************* and had all air ducts cleaned and sanitized my cost $1500.00.,
  
  Sincerely,
  
  *********************************

• Initial Complaint

  08/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This outfit did not sent out a licensed HVAC tech, he had NO license whatsoever with the ******* ********** of ************ REgulation.He also lied before coming (the company did) about the cost of the service, that if I had the work done the $49 cost of coming out would be waived I would not pay that as a separate fee and and yet, the man who came acted like he was a used car salesman and the cost started out as a few bucks then $300 to clean coils (not what he was comig out for ) and then it went to $600 and then to $2500 if I wanted a UV light he tried to sell me a new ac unit for $8K This was clearly gouging against ******* law. I think this company needs to honor what it first said to me when I made the appointmnt, which was during the day on a day of the week in which they were already working, so it was NOT an emergency service.this is also part of my review I left:I don't know how these people live with themselves, but fleecing senior citizens is against the law in *******. I just want a reasonable fee charged. I already had half the clog cleared when I used vinegar and it worked for a week, the man used my extension cord and spent less than five minutes but spent 45 minutes trying to twist my arm on spending exorbitant money on other services. I hope these people also see a copy of this. They are not members but they should know that not ever consumer is blind and also I think they use bogus reviews, they ask you to review them by text, so they can delete th ones that are not good.

  Business response

  08/29/2023

  Hello, I can assure you that we and all of our service men are licensed appropriately. I will be glad to speak with you about this to clarify if needed.  We do not operate nor do we allow any employee to operate without appropriate licensing or certifications.  We have not received a call regarding the unit continuing to malfunction.That said, if the unit is not working we will be glad to come out and correct the issue. Thank you

  Customer response

  08/29/2023

   
  Complaint: 20534161
  
  I am rejecting this response because:

  It is not true. I myself checked on the *** website under ************************* name. I even spelled it differently switching the i and ******* in case they got it wrong. Please check yourselves, as the *** has its records all online and you can search by the person's name. I also put in the company's name ACS. If they think they can use their names for ****************** that is not being honest, and probably not legal either. 

  If he has only a local license they didn't say that or make a distinction 

  I also wonder why they used two different phone numbers, and why they did not respond to the message I left for them Friday later the evening asking for a call back. I explained I was  a customer and did say I was very disappointed at the behavior of their tech. I never got a call back. Then when I called them again on Monday afternoon, their number is now "disconnected." Literally, the recording said the number was out of service. That doesn't bode well.

  I do sincerely believe Mr. ********** only intent was to sell me something much more than what i needed and when I didn't bite, he was annoyed and disappointed and he fleeced me. It is disappointing this outfit didn't respond to my concerns about the cost, either. No one can justify that. 

  I don't know what else to do but try to get a screen shot of the ***'s search screen. You see the previous complaints about them. 

  I also forgot to upload the receipt showing $349.00 from ACS Services. I wonder why this business wasn't honest that they are from that Home Advisor's Group? 
  
  Sincerely,
  
  *********************

  Business response

  08/29/2023

  I am not sure what to say about this.  I dont know what to say other than you are just mistaken.  All of our company is licensed. If you would like an explanation on licensing and who is required to have what certifications and licensing in the ***********, I will be glad to have a conference call with you or you are welcome to come into my shop, and we can personally speak about it. Otherwise, the only thing I can tell you is that you were just mistaken, and under the wrong impression.

  it is ****, not DPR and the **** shows our company as licensed.. fully licensed and no mistake about that.   All of our techs are subsequently licensed and certified .   I am trying to be as reasonable as possible but the impression you are under is just not correct. 
  

  would you like to meet face to face to discuss??

  Customer response

  08/31/2023

  I also wanted t add that ****************** could not talk to me about what was wrong or what to do or the cost without looking at his phone as a text, it was like a list of lines he kept looking at, and closing and it got so distracting I ended up asking what are you doing?
  
  I think in hindsight he was taking cues from the guy who was coaching him. ****************** said oh nothing just checking prices but nobody is attached to his phone like that throughout a conversation with a customer if the tech knows what he is doing. It feels like a set up. It was distracting and I even told him. Why are you doing that?
  
  I also can upload a copy of the invoice.

  Business response

  08/31/2023

  I am so sorry but the impression you are under is just not correct.  Service techs or any employees for this matter are not who carry the state DBPR license for said company. We have a staff of over 30 and none of them are on the DBPR's licensing.  I understand this is a big point of contention for you and I would be glad to sit down and explain it for you so that you have a correct and full understanding of how licensing with contractors in the *********** works. Please let me know when you would like to schedule a time and I will make myself available. I would even be glad to call the licensing ************** if this helps.

  Customer response

  09/01/2023

   
  Complaint: 20534161
  
  I am rejecting this response because:

  firt please know that today sept one my internet went down due to the storms and a repairman wont be here unti Wednesday. 
  as far as the response goes it is both Fla and Hillsborough count law that anyone claiming he she is a hvac tech as ***************** did must be licensed in that field. ***************** was so intense about not just repair he went in about how old my unit is and that he would by the ******* and contractor in the project as soon as I got the financing from my credit union. Those are his words not mine. I have a snake in my house must
  
  Sincerely,
  
  *********************

• Initial Complaint

  08/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company charged me for "fixing" my AC and immediately tried to say I needed a new AC unit for ****** with them and that I should not expect my AC to last long after he cleaned the drain. 1 day later, it broke, I asked that they come back out, and they scheduled me with someone else. This man called me and tried to talk me into canceling the appointment. When i refused, he canceled it himself (which he confessed to). When I called to find out why it was canceled, they lied to me, saying the repairman fell ill. He swore if I at least got my duct work replaced for ***** it would fix my AC. After all the conflicting stories I got a 2nd and 3rd opinion, which both companies stated I did not need a new AC and my ductwork was fine. One company felt so bad that they actually cleaned the drain properly for free and my AC has been working fine ever since. ACS charged my $300 to perform partial work and never fixed the issue. They tool full advantage of the situation. I'm extremely disgusted with this company.I do have voice recordings and text messages if needed.

  Business response

  08/21/2023

  Hey there, we apologize you felt you couldnt contact our office after your second and third opinion for resolution. 
  

  had you contacted us and explained that another company fixed the problem and that our tech misdiagnosed, we would have gladly refunded you as this was our mistake. We have no intentions of hiding behind anything or making it seem as if we do not take responsibility if our staff made a mistake.  In any case please forward the invoice from the company that fixed the issue showing our error and we will gladly issue a full refund.  
  

  we hope this helps.  Thanks!

  Customer response

  08/24/2023

  
  Complaint: ********
  
  I am rejecting this response because: They are requiring a document proving misdiagnosis and the issue was the man never cleaned the drain properly, nor do I need new duct work. Someone came and fixed what I paid them for, and he fixed it for free so I have no documentation which I explained several times. From day 1 this company has lied to me on multiple occasions, I have call recordings and text messages. Since his "cleaning" of the drain clearly was not done properly, that should be proof enough. Someone came by and actually cleaned it out and it hasn't broken since. 
  
  Sincerely,
  
  ******************************

  Business response

  08/25/2023

  Hello, to be very clear, we are offering you a full refund which is what you are requesting. All that we are asking you to provide is an invoice or documentation from the licensed HVAC contractor that fixed your AC unit for "free". Although I may find that hard to believe, I do not believe that to be impossible. What I can not understand is how a company that is a legitimate contractor would not provide you with documentation of this repair.  I am glad to say that I believe you- that said, I am just requesting verification of your story so I can issue you a full and complete refund as you are requesting.  We have never EVER put up a fight or not offered a full refund when we misdiagnosed or did not correct the problem that we charged a customer for. That being said, it is by no means unreasonable to request proof of this claim otherwise anyone could simply make a claim such as this.  It is standard protocol and again, we are not fighting you on this refund but we certainly will not be issuing one with no documentation or verification that a repair was done by a licensed contractor regardless of whether it was free or not.  The fact that this company did not charge you anything to correct your problem is neither here nor there. We just want to be able to verify that this is what was done.  Otherwise we will not be able to issue a refund.  We want you to be satisfied but these are our terms and they will not change. Thank you
  
  
  

• Initial Complaint

  08/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I called them to determine why coil keeps freezing in Central air conditioner. They said I needed a new coil and charged me $2500. I paid *** they installed a new one. But the new one freezes up even more. I've called several times with no one to even give me my money back. They only want to get me a loan for a whole new system. It's not an old system I just had inspection years ago when I bought the house.

  Business response

  08/17/2023

  Hey there ****, I apologize if there is confusion.  Your evaporator coil was in fact leaking and replaced. Unfortunately, your condensing coil (separate part) is now leaking as well. As you know we did not install your AC unit in your home but we are doing the best we can with the condition that it is in. Last note that we have reads that you wanted to get a second opinion after we diagnosed that the condensing coil is leaking. We are glad to replace the condensing outdoor coil for you so just let us know what you would like us to do.

   

  Thanks!

  Customer response

  10/26/2023

   
  Complaint: 20481403
  
  I am rejecting this response because:

  How much will that cost as I've already spent $2500 on that small part?  How do I know after you fix this, that wont also not be the problem and it will be something else? 
  
  Sincerely,
  
  ***********************

  Business response

  10/26/2023

  Hey there ****, I believe we gave you a quote for the condensing coil. If you would like to review it, give us a ring and we can go over it with you. With that said, we are 100% confident this will solve any other problems and we will warranty this promise.

  Customer response

  10/26/2023

   
  Complaint: 20481403
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

• Initial Complaint

  08/11/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  These are professional con-artists. Make sure you check their one star reviews on ****** because they incentivize everyone they meet with discounts to leave good reviews. They appear friendly, down to earth, and great at customer service but that is all you get for your money. They used the replacing functional parts scam on me. They charged me $1200 a piece to replace two damper motors, a part that can be found on amazon for $75. Then they upsold me a surge protector $600, to protect my expensive equipment. The very next day they called and said they could complete the install quicker with nicer parts, upgraded free of charge, but i needed to upgrade the control board for another $1600. The upgrade was the exact make and model of the existing control board. I know now because after inspecting their work I see that all they did was replace the plastic cover on the board to make it look new. A literal cover up. After seeing that, I went up to the attic and saw the ductwork had been torn up and hastily taped together with regular duct tape. Nothing was properly sealed, the faulty electrical parts they said I needed to replace were still plugged in and now laying on loose insulation. Before I saw this mess I had just gotten off the phone with the installer. He was trying to gaslight me into believing the house never got colder than 75F and quoted me another $2000 to replace ductwork because flex is expensive now. That got me to suspect them enough to finally check the work. One month and eight appointments trying to fix this A/C air flow issue only to find out they did shoddy work, upsold me $3500, scammed me on parts, and exposed the property to potential fire risk. I dont want other people to be taken in by their scams; all their repairs are in places where people don't normally see. They are great with words; dont trust them. They will even respond to every complaint made here because it gets them a better BBB score, which makes them appear credible.

  Business response

  08/11/2023

  We have had a significant amount of correspondence with this customer.

  We have offered to stand behind our work on every single email that we have sent over to ****************. These offers were declined.  
  

  
  we have photos of all parts that were installed except for the surge protectors which we have already refunded for.

   

  As we have said in every single email that we have sent, we will be glad to go out to the home and address whatever it is that is supposedly wrong.  If we are given the opportunity we will as we always do stand behind our work.

   

  Thank you

  Customer response

  08/15/2023

   
  Complaint: 20452208
  
  I am rejecting this response because:

  I caught them red handed scamming me over parts. In response they offered to send out the same repair man to fix the situation. 

  But why would I accept a repair from the same man who damaged the system and scammed me for parts?

  I have already given him eight separate oppertunities to correct his mistakes. He didn't correct it at any of those appointments, instead choosing to lie about the situation. 
  Why would I believe them for a ninth time? 

  I gave them the opportunity to refund me and apologize. I didn't even make demands that they pay for the repair of the damage they had caused, $500 dollars worth quoted from a second company. 

  I am not satisfied with their response and have convincing evidence that they have committed a crime.  
  I originally paid their exorbitant prices for the speed and to keep the house livable for a tenant in this crazy hot ******* summer heat. They took advantage of me, squeezing as much money as possible from me, and on top of that they didn't even do the work. 
  $4500 dollars and I still have to hire someone else to fix the problem.  
  
  Sincerely,
  
  *******************************

  Business response

  08/17/2023

  This is factually incorrect and we do in fact have photos of the old and then new parts tha were installed. This is not up for interpertation as we do have photos of the work that was done.  Our offer stands to go out to home and stand behind our work and fix whatever supposed problems there may be. If this is not suitable then there is not much more we can do for you.  

  Customer response

  08/24/2023

   
  Complaint: 20452208
  
  I am rejecting this response because:
  

  Taking parts to a job, taking photos of those parts, then placing them back in the box they came from is not doing an install. It is some of the worst pretend work I have ever seen. And don't say you can do nothing. A proper business would apologize to a dissatisfied customer and refund them. Not argue with them on the BBB website. If you were an actual  AC company, you would take minimal losses. But since your profession is con artist, that money is everything to you. You will talk all day to never let it go. You will reply to me forever on here so as not to let your grade slip so you can keep scamming people. It is a shame.  
  Sincerely,
  
  *******************************

• Initial Complaint

  07/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  wish to complain about compressor Starter Kit Super Booster (Cap 45/5/44OR, STKT01,MISC01, ACSCM. Invoice number ******** that I purchased on June 13th,2023.I am complaining because when the technician left the air completely stopped working when I called back, he was rude. I paid $644.95 and then had to call the originally installers and pay a additional $400.00 The reason I am dissatisfied is because they outright refused to refund me after showing the other companies work and explaining what the other company found. The initial installer did and explained what they charged me for was unnecessary. To resolve this problem, I would like a complete refund.When I first learned of this problem, I contacted the manager ***************************** ************ on 06/14/2023 at your company and was told that nothing could be done about my problem. I believe that this response is unfair because the unit still did not work and when I called the Technician back he had attitude and wanted to keep talking over me bashing the other company, the technician and the other company and their practices all though the other company completely gave me air at a cheaper rate of $400.00. Plus telling me the other company had a invalid permit pulled and charged me double for my unit over four years ago.This made me extremely upset, we are supposed to trust in these businesses, and I have none left. I trust and pray this doesn't continue to happen to hard working citizens. I would like a written statement explaining your company's position and what you will do about my complaint.I look forward to hearing from you as soon as possible to resolve this problem. If I do not hear from you within 10 days, I will continue to file complaints with the appropriate consumer agencies and consider my legal alternatives. I am enclosing copies of my receipt. I may be contacted at the above address and phone number.Sincerely,Federal ***************** State attorney, Better Business Bureau, (local consumer group) (appropriate government agencies)ATT: (attach and list documentation of your complaint, if any)**************************** ***************************

  Business response

  07/10/2023

  Hello *******. We have spoken in depth about this and offered to come back out when the unit stopped working. You said you would get the original installer there and so we just asked that you kept us in the loop.   When you called us the unit was not working. As I have stated prior, the tech ****************** stated that leaving the capacitor in the box was a fire hazard but then backtracked when I brought it up on the conference call. Unfortunately he was caught in a lie and that speaks volumes to his opinion. Although I can not find somewhere that we went wrong here, I still offered you a partial refund to which you declined. If this is something you are now interested in, our offer stands. Otherwise, I apologize but that is the best we can do.  Thank you and if you have any other questions at all please do not hesitate to ask.

  Customer response

  07/18/2023

   
  Complaint: 20288572
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

  Business response

  07/20/2023

  I am sorry but there was no text in the last message. I am not sure what happened there

• Initial Complaint

  07/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We've been at the mercy of this SKETCHY company for a year now. Last summer, ACS tried fixing our air conditioner and ended up telling us that we need a new A/C unit. We signed up for their loyalty program and paid nearly $10k for a new unit... but it didn't work. Once they came back I was informed that when ACS installed the unit, it was missing a piece. They blamed the manufacturer for sending it to them without the piece (...but why did they install it with a piece missing?). Apparently the piece was on backorder so they couldn't immediately fix the *brand new* A/C... This was in July and we went nearly two months without an A/C... ACS did not provide ANY discount or even really an apology. We even asked if they could temporarily re-install the old AC unit and they refused.After two months of living in ******* without A/C, they fixed the unit but it has continued to give us trouble. Now, less than a year later, the A/C is not working again. They want to charge a non-refundable fee to come look at the A/C (again).... we've asked repeatedly to speak with the owner or for him to call/email us, but its been two weeks (with no AC in July) and we've heard nothing. We also had an appointment scheduled with them for a unit cleaning today but it was cancelled with zero notice (I had to call them after they missed the appointment window) due to an "emergency."... The people who work here are unprofessional, disrespectful, and downright nasty. They said that they couldn't tell me the owner's name-- it's ***********************, his name is publicly listed on the website... there's no reason they couldn't tell me his name. When I call I put them on speaker so whoever I'm with can hear the rude responses.I can't say why this company has been so evil to us, but we are an immigrant family. You can decide for yourself. I've never left a public bad review before but this is INSANE.

  Business response

  07/07/2023

  Hey there. As we offered when you called to request service, we are glad to come out but there would still be a service fee that would need to be collected. The free maintenance visit that you have available on your account is not able to be used or supplemented by a repair service call. These are 2 different departments and 2 different skill sets in technicians.  I hope this helps clarify and of course if you would like us to come out please let us know ASAP 

   

  
  
  Thank you!
  

  
  

  Customer response

  07/11/2023

   
  Complaint: 20279105
  
  I am rejecting this response because: one year old AC unit should not give me that much problem. And they are being very disrespectful to me and not trying to solve the problem. 
  
  Sincerely,
  
  Shahin Atras

  Business response

  07/18/2023

  We have scheduled the service as requested.  

  Customer response

  07/20/2023

   
  Complaint: 20279105
  
  I am rejecting this response because:After I spoke with the company, they decided that me and my dog living
  
  in a home with no A/C during 95 degree heat is not an emergency, so
  
  they made an appointment to come clean the unit on August 1st (nearly
  
  a month in the future). Until then, my dog and I have to live in 80
  
  degree heat. Just now as I'm writing this, they contacted me to cancel
  
  the upcoming appointment because I left them a (truthful) bad review
  
  online.
  
  Sincerely,
  
  Shahin Atras

  Customer response

  08/29/2023

  Issue not resolved. Business owner reached out after seeing this 7/5/2023 BBB complaint (# ********) and said they would no longer work with us unless we deleted our reviews (see email attached). We paid two other A/C repair companies to give us repair quotes. Both companies confirmed that the issue was 100% the fault of ACS Home Services (in fact, they were shocked at the negligence). We reached out to ACS Home Services again but no response. We had no choice but to pay over $1,000 to have it repaired considering the record breaking heat. We have consulted a consumer protection law firm who confirmed that ACS Home Services violated multiple state and federal laws (including breach of express warranty).

  Business response

  08/31/2023

  Hello. As we said in our prior response, we will be glad to come out to the home to diagnose and see what issues may be going on. The service fee would apply being that we would need to send a service tech out there. We apologize if there was any confusion on this but we are glad to come out. Our office can take a payment for the service fee whenever you would like and we will be right out to see what is going on. To be clear, you do not have to remove any review in order for us to work with you.  We are glad to work with you ASAP

   

  Thank you

• Initial Complaint

  05/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On May 19th I received home services for an ** checkup which resulted in no issues being found, however at night the ** stopped working, at which point I called a different ** contractor to fix the issue next morning and they found that the refrigerant had been drained, I then contacted the first company (ACS Home Services) to kindly request a refund for the inspection and the cost of the fix the 2nd company did, they however refused stating it is not possible for the refrigerant to have leaked which is the issue the 2nd company discovered and fix, they only agree for a refund after I threatened legal action if I could get the 2nd contractor on the line with ** to explain what issue he fixed and which leak he discovered that they didn't, clearly in bad faith as it was already established that my ** unit is perfectly operational

  Business response

  05/25/2023

  Hello, as I mentioned in my email yesterday a refund for the $49 service fee had already been issued. Please give the merchant services up to 7 business days to process. Although we can not agree with the diagnosis that a machine that lost all of its refrigerant has no leak and needs no repair, we understand that we will not be able to see eye to eye on this topic. We hope everything continues to operate properly. Thank you
  
  
  

  Customer response

  05/25/2023

   
  Complaint: 20101130
  
  I am rejecting this response because: They are not willing to take responsibility after damaging my **, it has been running fine for over a year and once they touched it, it stops working, they are clearly trying to hang on to the excuse of not finding any issues to not admit any fault of the tech, if there are no faults in the ** and you touch it and it breaks, then YOU broke it, you should take responsibility and understand why a customer wouldn't call you after breaking your ** and then suggesting a $9000 sale and a lot of pushy subscriptions, if you are willing to stand behind a tech that broke something then you should also be willing to stand behind one that fixed it, otherwise this is a dishonest business doing malicious things to customers and haven't earned an honest dollar.
  
  Sincerely,
  
  ***********************

  Customer response

  05/25/2023

  It is because I moved to this house *********************************************************************************** but I sleep hot and realized the unit was only cooling down to 70 when it used to cool down to 68, ergo I called for an inspection thinking something was wrong, maybe there not being enough refrigerant or a possible leak being developed, the **S technician came to my house and inspected the unit, he did not find any issues regarding leaks or lack of refrigerant, he did notice the thermal efficiency of the outdoor unit isn't good, seeing as it is a cheap unit which makes sense since the previous owner did all sort of cheap fixes to the place, but otherwise the system was in perfect condition and working and I concluded the lack of cooling is attributed to the rising temperatures as summer rolls in, however when my ** turned on at night (I don't run it during the day) it was blowing hot air, this company was VERY pushy about getting a service subscription and buying a $9000 system from them so I think they screwed me over and tried to damage my ** for a sell, so I call another company for an emergency fix the next day, 5 stars out of 155 reviews on ****** and 0 BBB complaints, the tech arrives in the morning, agrees with the previous company that the ** system is in good health BUT that there is no refrigerant, he used the same instrument to test the outdoor unit as the previous company did, connected the same probes to the same places and showed me there was no refrigerant which he promptly fixed, then the ** went back to the same measurements as before that **S also got and the system has been working like before, how can they deny deny fault when the ** unit has been running ok for over 300 days and the moment their tech fiddles with it then it stops working? It's also pretty hypocritical to only accept their reports as the correct ones, I only want for them to pay for the cost of the fix for the issue they created, I feel robbed specially because I had no need to call any ** person because mine is fine.

   

  The owner of **S also tried in bad faith to communicate with the other company, however he is only available at 3 PM until 4 PM and the other tech is extremely busy, yet he cares enough to take customer calls while working, why can't the owner of **S do the same? What honest business can't take aside 5 minutes of their time to try and resolve an issue with a distressed customer? There are no ways to reach the owner besides email, offices won't dispatch to him or share his phone number and he replies to emails whenever he wants, he sent me an email at 4:06 PM and I replied IMMEDIATELY to please call me, because he can if he can send an email then he can take a call, I got no response until an hour later after I sent a very angry email explaining I have submitted a report with the BBB and FTC, and he pretends sending me an email at 5:35 pm is a "cordiality" when his office workers stay later than he does.

  Business response

  05/25/2023

  As much as I would like to squash this issue, we will not be paying for the other companies charges.

  I will gladly agree with you that the unit stopped working after we left. It was not cooling correctly but agreed that it was cooling. We should have been given the opportunity to review what happened.  I have no clue why you did not call us back but we certainly would have responded being that we had already responded on a Saturday very quickly. Instead we were sent a bill and blamed after a different company went out there and said it was our fault. Even if you did not want us to fix the unit we could have still had the opportunity to review our supposed mistake.

  In addition to that the other contractors invoice literally reads with fundamental contradiction in its diagnosis. They say they charged the machine yet DID NOT have to fix any thing that would indicate where the refrigerant leaked out. This is mechanically impossible. 

   

  I just can not approve taking responsibility for a situation with so many fundamental problems. 

   

  I get it, we will not see eye to eye on this matter. I hope you can speak with another AC contractor and hope that they would agree with the fact that it is impossible to charge a machine when it has "zero" refrigerant and then in the same breath say that it has no leak. This is entirely impossible. Not improbable, but yet IMPOSSIBLE. 

   

  In the future have the courtesy of letting the contractor that supposedly made a mistake to rectify the issue or at the very least review it prior to hiring a different contractor and assuming the first one is just going to pay that bill.  

   

  Hope this helps and I do hope that the unit continues to operate 

  Customer response

  05/26/2023

   
  Complaint: 20101130
  
  I am rejecting this response because: The 2nd tech mentioned the ******** valve cap was REALLY tight, I went out myself and sure enough, tightening the ******** valve cap leads to a leak, this is the solution we both have been looking for.
  
  Sincerely,
  
  Jofran ********

• Initial Complaint

  05/19/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We called this plumber to fix a broken pcv pipe going in our water heater. They charged us 49 for dispatch service. When the plumber showed up he said it's going to be 399 to fix one pipe. He charged my wifes card 399 and did not give her a receipt stating what the service was for. He tried to remove the broken pipe with no success and ended up breaking the second pipe going into the water heater and tried to sell my wife a new water heater. I called the dispatcher and told her to cancel the service and give ** a refund. She stated over the phone that it was canceled and I should see my refund within 2 to 3 days. And she said she will send an email stating that. The email proof is attached stating I will receive full refund minus the 49 for dispatch. In the meantime I left a negative review on ****** and the supervisor called and told me to remove the review if I wanted to see a refund and it will not be a full a refund. But the representative clearly stated in the email attached we are going to receive a full refund

  Business response

  05/19/2023

  Customer service is a big deal to ********.  That said, we will not be taken advantage of because a homeowner "has a ***** that can do it cheaper" well after we already had started the repair. We are extremely reasonable but this situation was one that we followed by the book and only started to perform work AFTER it was authorized. See below:

   

  The Mrs. of the home was the only person home and whom authorized the $399 repair to be done for the broken piping on top of the water heater that broke due to the homeowners dropping their ladder on it. When the Mr. found out that his wife had authorized a repair, he called into our office and cancelled the repair. This was already after we had disassembled the area that needed to be repaired and were in the distribution house picking up parts in order to perform the ************ we got word, (because we would never force someone to do something) we stopped repair and left the home. 

   

  ACS has already issued a refund of $99 which accounts for the work that we did not have the opportunity to complete.

   

  We will not be issuing any other refund.  

   

   

  Thank you

  Customer response

  05/19/2023

   
  Complaint: 20072986
  
  I am rejecting this response because:

  Tech was told to stop and ******** approved the full refund attached is evidence of that. 

   

  
  Sincerely,
  
  **** Kalilo

  Business response

  05/19/2023

  A full refund will not be issued.  The appropriate refund has already been issued.  Thank you

• Initial Complaint

  03/05/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  PROPERTY ADDRESS OF SERVICES DISPUTED: *******************************************************************. I own this house and it is a rental. On Dec 24th I phoned *** because my tenants could not get the heat to come on. I was charged $79 for an estimate. The tech who inspected the thermostat and heat pump said I need a new heat pump $13K. HE FAILED TO RECOGNIZE THAT THE HEAT PUMP WAS SET TO AIR CONDITIONER. 2 days later, I had Dolphin Air come out for a 2nd estimate. Within 60 seconds of arriving the Dolphin Air tech switched the thermostat over to heat pump vice air conditioner and the heat came on immediately. I phoned *** for a refund of the $79 service call since the tech FAILED to identify this very obvious problem and in fact cost me additional money! *** promised a refund on the phone multiple times but then FAILED to follow through. *** mgt keeps dodging me. I have spoken on the phone to ******* the office manager 3 times and she promised to reimburse me. I spoke with the technician on Dec 27 who promised the manager would contact me. I spoke with this person 2 times. My phone records show calls on Jan 13th, Feb 3, Feb 13th. Each time I was promised a refund once approved by management. No refund was issued. Date of service: DEC 24, 2022, charged on my **** same day. My **** statement showing the charge is attached. I paid $79 for a tech to visit and FAIL to notice the thermostat was on the wrong setting. I spent $150 on space heaters from ********** to keep my tenants warm which was wasted money since the heat pump was perfectly fine but the *** tech failed to recognize the thermostat was on the wrong setting. I am only asking for a very fair resolution, refund my $79. PLEASE HELP.

  Business response

  03/05/2023

  Hey there, Thank you for your review.  That being said, we have refunded the amount of $79 that you requested nearly 40 days ago. As we mentioned when you contacted us, we are glad to work with your merchant services to track down the refund as they can take quite a while to post.  Unfortunately we can not issue a double r refund.  Let us know how we can help with whichever visa provider you have.  Thanks!

  Customer response

  03/07/2023

   
  Complaint: 19540872
  
  I am rejecting this response because:     ACS responded to the BBB with a very VAGUE, convenient and polite LIE.  His response claims he credited me "nearly 40 days

  ago"???     I can prove he has not!  A professional response would include some semblance of PROOF, EVIDENCE, TRACKING INFO, EXACT DATE???

  He also LIED about talking to me before or responding to me earlier.  ACS management NEVER responded to any of my multiple phone call and messages left

  on their website.  

  PLEASE REQUIRE ACS to provide exact date, transaction number, or snapshot of receipt for transaction??  Some proof OR some evidence which can be

  presented to my bank card.  I HARDLY BELIEVE that this is the fault of Navy ************ but IF he is being honest (doubtful) then he should provide

  evidence.  I have all my bank statements and phone logs and I can prove that there has been NO CREDIT or REFUND.

  This is UNETHICAL BUSINESS BEHAVIOR ON HIS PART!!
  
  Sincerely,
  
  ***********************

  Business response

  03/10/2023

  Please see attached email to the customer this past week.  
  

  As it states in the email, we cancelled the original refund request with the merchant services after it was not received and submitted for a refund a second time.  I also mentioned that if it doesnt clear for a second time in a week or so, Id be glad to cancel it for a second time a and a check over

  i assume this message means that it has not been received so like I stated in the email, I will verify that this coming week and mail out a check. 
  

  have a great weekend 

   

  Thanks! 

  Customer response

  03/13/2023

   
  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. ↩