Complaints

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• Initial Complaint

  Date:08/19/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I call for A Degree Above HVAC company to come ou because my air condition was not cooling it stayed and a higher temp and above and my water pan had a small amount of water in the pan located in my attic which I told the service man when he came out the exact same thing I also stated it may need freon I wasnt sure because I know nothing about air conditions. so he check the unit outside and said that that the freon is low and did need some in it. he then went into the attic to check that part of it out he looked at it only and replace the filter because I had 1 there. so he then told me the cost of freon and I paid him ****** to refill the freon he said ***** is his service fee and ****** is the total so I went with that only because he is the service man and I know nothing about airconditions. so a day later I notice it wasnt really cooling and the temp was not going down as it should so I call him back. but before that I was able to speak to someone else from another company to get more info on aircondition that person told me. as a person specialize in air conditions he should have gotten down to the root of the problem and find. out why was it leaking in the first place which he did not do any of those things so when ***** from A Degree above service come back out i told him the exact same thing that the person told me to check and find out why its leaking. so he went out to his truck and got some type of tools out which he should have done that on day one but he did not discuss that to me at all so finding out with his tools tyhat I had a leak. he then wrote up some estimate on how much it would cost to fix the leak along with some other duck work he could do which were ******** and he wrote up estmates how much he would charge to replace the unit *********. so I told him I couldnt pay for none of it at those prices and that he should have done a full check in the beginning and told me I had a leak instead of charging me for something that doesnt work he said

  Business Response

  Date: 08/29/2022

  Customer contacted us about a no cool issue.  A technician was dispatched to the location and upon arrival found the system to be low on refrigerant.  With low refrigerant issues, our company policy is to inform the customer that the refrigeration circuit is a sealed system and should never leak unless there is a problem.  At this time, the customer was offered a leak search for an additional fee which was declined.  The customer opted to not look for the source of the problem and took a ****** by just having refrigerant added.  EPA regulations do allow us to fill a low refrigerant system one time without making any repairs.  The customer was charged for 3 pounds of refrigerant and the invoice was paid.  A few days later the customer contacted us with another no cool issue.  Since the company had been there within the past 30 days the customer was not charged for a return visit.  The technician found the system low on refrigerant again.  Due to the situation, he performed a complimentary leak search free of charge and informed the customer of a leak in the evaporator coil.  The technician then made a repair estimate for the customer.  The cost of the necessary parts are 6-8 times higher than an average leak repair hence the high repair cost.  The technician provided the customer a repair option and multiple replacement options.  The bottom line is that the customer took a ****** and lost and now she is mad and wants her money back.  We cant take back refrigerant that has leaked out.  We charged her for a service call and 3 pounds of refrigerant which is exactly what she got.

  Customer Answer

  Date: 08/30/2022

  The company did not offer any other check if so I would love to get a tthorough check to dig deeper in case there were a proble although the technician did not offer it to me he didnt even bring any tools inside with him he onlt stated that it was low in fren and told me how much it would cost only option I had. if I known i had an option I would have taken it before I spend out money for nothing. the tech really didnt seem as though he knew his job very well when he came out the second time I ask him why didnt he do a better check the first time and give me options so I wouldnt have to spend out money unnecessary he then said yes He should have but he worked under *** the owner and maybe something he can do at that point. i had to tell him to look at the unit in the attic  the first time he came out because there was a small amount of water in the pan but bhe only said it was low in freon so of course he is the tech and thought he knew what he was talking about I think mat this point he is affraid to tell his boss that he drop the ball on this one all I am asking for is a portion of my money back since that happen and get someone to fix my air condition if not all then 400 - 450 out of the $600 I paid to settle things 

  Business Response

  Date: 09/04/2022

  Here is what happened from our perspective.  Our company was contacted by the customer for a no cooling issue.  The technician's diagnosis determined the system was low on refrigerant.  At this time the technician followed company policy and explained to the customer that the refrigerant circuit is a sealed system and in theory should never leak.  For it to be low there is probably a leak somewhere.  The customer was then offered a leak search for an additional fee which was declined by the customer.  The customer asked what was needed to get the system running.  After explaining the need for a leak search the technician told the customer the system needed more refrigerant to operate properly.  At this time the customer opted to just add refrigerant.  In our opinion the customer decided to take a ****** by choosing to just add refrigerant and not taking advantage of the leak search.  We as a company do not have control of how a customer decides to spend their money.  Also, federal EPA laws do allow adding refrigerant to a system one time before it is mandatory that a repair be made before any more refrigerant is added.  The technician added refrigerant and got the system working properly.  After the initial service call, the technician returned because the customer stated the system was not cooling again.  We did not charge the customer for the return visit and at this time did a complimentary leak search ($139 value) to know exactly why we were back out at this service call.  The evaporator coil has a massive leak.  The technician then shut the refrigerant isolation valves on the condensing unit in an attempt to save the customer as much refrigerant as possible from leaking out the evaporator.  We then offered the customer a replacement evaporator coil (repair option) and 3 different system replacement options.   
  

   

  This matter has not been taken lightly inside our company.  While misunderstandings do happen, our company has policies and procedures in
  place to maintain consistency.  After this issue we have modified our procedures even more by requiring a signature when a customer declines a leak search.  After 3 company employees spoke with the customer, there were discrepancies in some of the statements made by the customer.  While discussing this matter with the owner, the customer stated that "I did not authorize (A DEGREE ABOVE) to add refrigerant".  So why did she pay for it after the technician was done?  In a conversation 2 days later she denied this statement and asked "What does that even mean, I did not authorize?".  The customer also has no apparent memory of the technician explaining how the **** system works and holds refrigerant in a sealed system and being offered the leak search.  Customer has no recollection of our dispatcher explaining to her that she is out of our current coverage area and the dispatcher calling the customer back after getting authorization to service this customer/area. 

  *Customer lives out of our current coverage area.  We made an exception for her and served her because she had been a customer of ours in the past.

  *We did not charge her any additional fee for being out of our coverage area

  *We arrived on the same day she called for service.

   

  We have over 50 5-star reviews on Google.  We have been in business for over 4 years and this is the first complaint we have had like this.  It inevitable that eventually we run into a customer that has a different perception of what happened from the 3 other people involved in the same situation. 

  We offered to give the customer a discount equal to the dollar amount of the service call and refrigerant paid for.  However after dealing with the customer in an attempt to resolve this issue we choose not to continue to do any future business with this customer.  We are a fair, upfront and honest company and unfortunately not everyone plays by those rules.  We feel that the customer is misrepresenting our statements in order to get money back on a bad decision that was made.