ComplaintsforExpress Comfort Heating and Air, LLC

• Initial Complaint

  05/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 5/17/2023 American Home Shield (AHS) dispatched Express Comfort Heating and Air to my residence for repair of my A/C after informing them numerous times that I didn't have a good experience with them in the past with their service 5/29/2021. I am a senior with some ***** challenges and explained to them the situation but they still sent them out. The Tech stated that the unit needed a coil due to leakage. Results were submitted to AHS and the results are: You (customer) have to pay $2500 upfront for these repairs. This unit is **** *************, Evaporator? was replaced in **** and Freon R22 which no one sell anymore! What is so LEGAL about coming back to the the system OF THIS AGE AND FIXING PARTIAL PARTS WHICH THEY PROBABLY DON'T SELL ANYMORE where you first put a bandage AND THE SECOND BANDAGE COST $2500 and then turnaround and Bill AHS for the same amount AND STILL THE OUTSIDE UNIT ISN'T WORKING AS WELL! SO YOU WANT ME TO CALL YOU BACK AND TELL YOU THAT THE OUTSIDE UNIT IS BROKE AND YOU COME again TAKING ADVANTAGE OF MY FAMILY WITH BAD MONEY DEALING AGAIN!!!!! NO, AHS should be a shame of these kind of dealing. I dare not use the card but I believe it plays a factor!!! I will no longer allow them to manipulator and be quiet through this one because it is not fair. I have been with AHS for 3 years and this has to stop!!!! I join them because of of what they were suppose to stand for but if your not careful you will be taken! They take their money every month and you still have to pay another $75 for them to dispatch and vendor! I will choose not to be quiet on this one as I will be going to social media on all platform. In this day and time we all just want to be treated right and THIS AHS AND EXPRESS IS NOT RIGHT. I know shady business and this is this full blown. I am for certain that some company probably do well with AHS YET THEY TAKE A STAND FOR A COMPANY WHO IS NOT BEING HONEST! CAN'T PUT new wine In an OLD GLASS!

  Business response

  05/22/2023

  I am very sorry to hear that ***************** is not satisfied with the experience with Express Comfort Heating and Air this year or from our previous visit from two years ago..Back in 2021, we received a work order on Friday evening 5/28/21 and were out the next day 5/29/21. We have no records of any problems back then, as far we were aware everything was fine with the service.. As for this visit we received a work order from her home warranty company 5/15/23 and were out to the home 5/17/23. We did diagnose a leaking evaporator coil and as per the policies and procedures of ********************* home warranty company submitted the information regarding replacement of the evaporator coil to them. They decide, based on the contract ***************** has with the home warranty company, what is and is not covered. The total they don't cover for did come to $2540 as the system is a R-22 system, which is able to be purchased and systems repaired as per the **** The price of R-22 is ever increasing due to the production and importation phaseout, but it is still sold and legally allowed to be used for repairs. This BBB complaint is the first we are hearing about a problem, had ***************** let us know of her concern about the charges the home warranty company isn't paying for we could have provided some alternatives for her, including putting those additional charges towards a new system and applying the covered repair cost to it as well. However, I feel based upon this complaint ***************** would not like us to perform any work in her home as she has formed an opinion about our company, an opinion I feel is misguided. I would recommend ***************** speak to her home warranty company regarding what her options would be at this time.

• Initial Complaint

  04/19/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  American Home Shield sent Express Comfort **************************** to my home yesterday. The tech arrived & identified a few things he said needed to be repaired. I honestly dont believe him as I had another hvac company out last year. The tech did not resolve my cooling issues. He then turned my hvac unit OFF outside. My home is now 51 degrees inside. I work from home. This is unacceptable. AHS is sending another company to my home tomorrow; however, that means another 24 hours without heat. Heat was never the issue to begin with! My system wouldnt cool. This company has damaged my entire ********** I have neither heat nor air. I want this matter resolved immediately. I have also contacted an attorney.

  Business response

  05/05/2022

  It is unfortunate that you did not have a great experience with us. We strive to staisfy customer's needs. This call was one we received from the customer's home warranty company. Therefore we have certain policies and procedures we have to follow. Our technician diagnosed a leaking evaporator coil and in order to protect the compressor turned off the unit outside. I don't know how that would have caused the heat to not work as it looks like you have a gas furnace and straight cool air conditioning. In turning off the unit outside just prevents the condenser from running and harming the compressor when the system is low on refrigerant. Your home warranty company did not approve us to replace the evaporator coil. I'm sorry, but we would not be able to provide the desired settlement of replacement.

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