ComplaintsforAbsolute Air Systems Inc.

• Initial Complaint

  11/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My husband hired Absolute Air Systems to replace our AC unit in July 2020. At that time, my husband asked them to replace the pan underneath the air conditioning unit as well. Absolute Air did not replace the part. It took 1 1/2 years to have the permit closed for this installation. I repeatedly had to chase the company down.In August of 2022, the new unit leaked and destroyed our drywall, as well as my husband's new work bench. I was in contact with the company numerous times via phone, email and text and was not receiving a response. Finally, Absolute Air came to our home on 10/21/22 to install the new pan and repair our upstairs unit. I've still have not received communications from the company about repairing our damaged drywall, after communicating with them consistently since August 2022.

  Business response

  11/18/2022

  I met ****** in our *** meetings when he was a part of it & he was the one who asked about a quote for the new system. ***** said she would handle everything because he was too busy. It was noted on the original invoice & job that the drain pan was in good shape. On August 14, 2022, ***** called me on that Sunday & told me it leaked all over the garage ceiling & floor. Since we were out there August 8 to do maintenance on both units, I told her I would call the on-call person & talked to him then called the service manager ****. He went out & inspected & while talking to ****** he asked for a new pan. Some how the drain pan under the unit got moved which allowed the this leak to happen. We ordered the pan from one supplier then another, up to six companies & didn't get the pan until a couple of weeks before we put it in. With the supply problems all over it was almost impossible to get the pan. They all said they could order it, but it never came in until we kept calling them all then we got one. I had told ************ would get it taken care of & asked about availability of the repair guy & he was backed up at least 6 weeks. Tried a few others but they were backed up also & I didn't want to just send anybody over there. I told ***** it couldn't be repaired while it was wet. Sent it to ********** repair & installation on Oct. 5 & again on Nov. 7 as a digital request. I talked to him more than once in person at a *** meeting. He told me he had thought she was reaching out to him & didn't realize he had to call her. It's scheduled for Dec. 5; he told me 11/17 at our weekly meeting he had called her to set it up & explained to her about some of the delays. Two of my secretary's cringe when she calls the office because of the way she treats them. We must not be too bad because we repaired the other unit on 10/21 with a Wty parts coil & txv valve. She was sent the bill & she said she would pay that after the dry wall repair. She then sent a email -- From: *********************************** <**************************>
  Sent: Friday, October 21, 2022 9:47 AM
  To: *********************** <***************************>
  Subject: Re: Your Invoice from Absolute Air Systems, ****
  Hello. Thank you for sending the invoice. I was told that all these charges were covered by our warranty. Is that correct?
  ************************* ------ ****She was told that the parts only were under Wty but not the labor or refrigerant. ***** Frigidaire also states labor & 410a is not under Wty --- We have never denied service or taking care of anything, we can't control any other companies or business.
  

  Thanks

  *********************** -- President of ****

  Customer response

  12/01/2022

   
  Complaint: 18391866
  
  I am rejecting this response because:
  
  It is worth noting that yes, my husband is extremely busy with work and asked Absolute Air to speak with me directly regarding all communications. Absolute Air continued to email/call my husband for at least a year, prior to changing the contact information in their systems. My 10-year background in new construction, to include permitting, allowed me to be knowledgeable about such issues we were experiencing. 
  
  1. This entire situation has been ongoing since 7/15/2020, when our new ** unit was first installed. During the install, my husband told ***** (owner) that our drain pan had a crease and asked that it be replaced. ***** rejected this and stated that the pan was ok. 
  
  2. When Absolute Air installed our ** unit in July 2020, they had to remove our attic stairs. Since the removal, our attic stairs no longer open/shut properly. 
  
  3. A few months after install, we had our 1st leak, which destroyed the drywall in our garage. When Absolute Air came to fix the first leak, they blamed it on the float switches. They replaced both float switches, but didn't replace the pan. Absolute Air eventually sent out a contractor to fix the drywall. 
  
  4. In mid-August 2022, the ** unit leaked again, destroying our drywall, the top of my husband's $2,000 workbench, as well as some of our Christmas decorations. When Absolute Air came to fix the leak, they, once again, replaced both float switches, but didn't replace the pan. At this point, we demanded that they replace the pan, as that was the issue from the very beginning. 
  
  5. It is worth noting that during this 2+ year ordeal, that communications from Absolute Air were horrendous. It took them 1 1/2 years to close the permit; I had to chase the company down to get this completed. You can see the number of permits they applied for in the Accela Citizen Access permit system for Pasco County. Not only does the company fail at communicating with their customers, they also were a no-show for one recent appointment. (See attached .pdf files). 
  
  6. ***** also suggests in his email that the drain pan was moved, which caused the leak. This is an outright lie, as my husband and I were never in that area of the attic. The location of the drain pan is nowhere near the storage boxes we have in the attic. We have no reason to utilize that part of our attic space. (See attached photo). To blame the customer for shoddy work is atrocious. 
  
  7. I was never disrespectful or rude to his secretaries that answer the phone at his office. Frustrated yes, as it took Absolute Air Systems 1 1/2 years to close the permit and the job is still not completed, almost 2 1/2 years later. 
  
  8. I understand the supply chain issues, but the main delay for this entire scenario was due to the permit not being closed out. 
  
  9. We have no problem paying for the repairs on our other ** unit. I was told that some parts may be covered by the warranty. I was questioning which parts were covered. I refuse to submit payment until ALL issues are resolved. 
  
  10. I have asked Absolute Air multiple times for invoices for the work they've completed over the past 2+ years and was sent one invoice for payment on 10/31/2022. I request that all invoices be sent to my attention at ************************** so I have copies for my files. I refuse to close this complaint until I receive the information that I've been requesting for years. 
  
  In conclusion, I find the response from Absolute Air to be completely unprofessional. There was never an apology for the damage that was done to our home. I will never utilize their services again and will not recommend them to friends or family. My husband and I were actually happy to support a Veteran-owned business; however, the blatant disregard of issues, the horrendous non-communication and unprincipled customer service will not be tolerated. Blaming your customers for a mistake on your part, and not accepting responsibility, is repulsive. 

  Business response

  12/01/2022

  1. I looked back at the records & it never showed me being there. It was *********************** doing the job & ************** delivered the equipment. The guys that work for me, bottom line I'm responsible. It shows I made & gave the estimate by email.

  
  2. We didn't design that part of the ** for the attic, but we must put it back in the same place. It is never mentioned anything about the attic stairs having operating issues.

  
  3. If the float switches failed or not it leaked, it should never be assumed that they aren't part of the problem so we always replace them when there is a issue. I said I would get somebody out to repair it. We don't repair drywall ourselves.

  
  4. She said we was just out there servicing the unit within the last week,so I told her like previous response, I would take care of the drywall but, 1st we need to find out what leaked get it stopped & get it fixed.

  5. ***** the owner doesn't do everything, I can't. Bottom line it's my responsibility. Can I say if we missed an appointment, I'm sorry.

  6. It states on my 1st response, the pan was moved. It never says how it got that way. I don't know, I wasn't there. We were just there & I said I would take care of it.

  7. The ladies are different now from 7/2020, that's why they are not here anymore. How someone perceives phone calls, I can't speak for them, only what I was told. Inspections during the Covid, I don't control them. The dispute of the mech inspector & the electrician was out of my hands. I called the chief inspector to allow the ********** to finaled out. It cost AASI the money, not the homeowner for all of the delays.

  8. The permit delays have nothing to do with the leaks. It was screwed up, I can't control it, & I'm sorry for it happening.

  9.The repairs was on the 2nd unit, not the one that leaked. I or all of AASI have never said we wouldn't pay for the drywall. It must be subbed out, we don't control them or anybody else.

  10. I guess I'll get you your invoices myself, I wouldn't want it to fall between the cracks. It won't be till next week, it's my anniversary, & I'm leaving shortly to go out of town.

  I took your phone call for both leaks, & I always say sorry about that happening & I would take care of the drywall issues. When have you ever been blamed for anything? I always took responsibility for it all. Should you have been called more often about supply issues, yes, I'm sorry. I can & will take blame for the former employee's lack of communications. I guess I shouldn't assume my former employee's was doing there jobs & we have made a lot of changes & let people go because of this problem. Today the drywall was fixed? That's what I was told. I don't think she was missing anything else. How much more responsibility does she want me to take?
  

  Customer response

  12/05/2022

   
  Complaint: 18391866
  
  Your response to the issues is mind-boggling, as all I hear are excuses and you blaming others. Take some responsibility for your company and your employees, as they're a direct reflection of your company. 

  The drywall has been repaired. I will send payment once I receive the requested invoice copies for the entirety of the work completed on our property. Good riddance.

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

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