ComplaintsforGreen Air Care Group, Inc.

• Initial Complaint

  08/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Monday April 22, 2022 I ordered an air conditioner from Green Air hoping to use the coupon for $1500. I was told the air conditioner would cost **** dollars. At first I was happy with their service but things changed very quickly. The unit wasn't really working but I figured the reason was because I needed my air ducts cleaned. The unit only worked if it was 80 degrees or lower outside. I decided to give the company this year to have them come out and clean my unit.The tech told me I needed a new capacitor and preon which would cost around 500 dollars. How could I need all this when I had the unit for one year. I told the tech they had lowered the size of my unit and it wasn't big enough for my house. In 30 years I never had a problem keeping my house cool and that my windows weren't great and all the other problems he was saying to me. I decided to call the owner about the problem and he said I needed some wiring that I declined to get for the unit. Why would I pay $**** dollars for an air conditioner that isn't going to work. When the tech came he never said that was a problem . The owner told me even if I ha paid the 500 the unit still wasn't going to work. Does this make any sense to you? The owner was the rudest person I have ever dealt with in my life. I have been in the service industry for over 40 years. He was belittling me the entire time. I told him I was contacting the BBB and he said he would write a response back saying I was angry and it was fine. According to their contract it says "100% satisfaction, If for any reason you are not pleased with your final outcome we will either redo the job or refund you accordingly. I have attached all the persons I received from them.

  Business response

  07/24/2024

  Please see the attached document.

• Initial Complaint

  12/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I planned to purchase a water heater around September 30, 2020 and receive a quote from **** from Green ******** (see Exhibit A). It shows that it only has 7 years of warranty, which is different from the 10 years he promised over the phone. I talked with **** and told him that I wouldn't purchase it without a 10-year warranty. Then he sent me another email quote (see Exhibit B) with 10- year warranty on the same day. So I purchased the water heater and a humidifier at the price of $1700 (labor included). On December 16 2022, I noticed that the water heater stopped working and we had a leak in the garage, where the water heater was installed. I called the Green ******** and paid $299 emergency service fee to get the issue resolved or at least stop the leaking. A technician came to my house, stopped the leaking, and told me that the water heater died. I talked with **** at Green ******** on December ******************************************************************** since it is still within the 10 year warranty. As I was talking with ****, I discovered two things: 1) The warranty was 6 years, not 10 years. The email quote that **** sent to me in 2020 was deceitful. 2) In the quote sent by ****, he took out the language of "Recommendation to make sure maintenance is done on an annual basis. Warranty will be dropped to 1 year warranty only if not following this guide". I wish I could see that note in 2020. But sadly the note was sent to me on December 2022, after the water heater died. I had to agree to pay $700 to fix the issue because we cannot survive the winter without water heater ($211 for expansion and $489 for labor costs for a new water heater). But with the deceitful business practice at Green ********, I think a refund of $589 ($100 for overcharge on emergency service and $489 for labor costs on installing the water heater) should be returned to me. I wouldn't buy the water heater if I knew it has only 6 years of warranty. Thanks for your time.

  Business response

  01/18/2023

  Thank you for your submission *****************. Green ******** was not previously informed of any issues or concerns, until receiving a BBB inquiry.
  Yes, it appears that there was a mix up with the warranty on the original water heater sold by **** from Green ******** in October 2020. The discrepancy is whether the warranty is 6, 7 or 10 years. This information was discussed and per my understanding, resolved between you and **** (the manager who handled your account since contacting us in December, 2022).
  However, the warranty discrepancy doesn't factor into this particular scenario. The warranty is upheld with regular maintenance on the equipment. Green ******** was not hired to perform maintenance on the water heater since the installation date 2 years ago in 2020.
  In December, 2022 the original water heater was replaced under warranty at no charge, though there was no maintenance performed.
  The $299 service call fee was for dispatching a service technician after business hours on 12/17/22 due to a water leak. The option was given for you to turn the water heater off until the morning and we would dispatch a technician at no charge the following morning. You requested and agreed to an after hours dispatch at a rate of $299. Those details are attached here for your reference.
  The additional charge of $700 was for the water heater expansion tank, a separate item from the water heater itself.The expansion tank releases pressure so the water heater doesnt overheat,crack, fail, etc. This was a recommendation from **** and you agreed. Invoice is attached here for your reference.
  **** is the manager assigned to your account. He did try contacting you with no response.
  We would like to resolve any issues or concerns that are outstanding. Please call our office at ************ and ask to speak with *******. She will put you in touch with ****-hes usually out on the field.
  I look forward to assisting you.

  Customer response

  01/19/2023

   
  Complaint: 18643553
  
  I am rejecting this response because:

   

  **** told me on the phone that the expansion tank is $211 and the installation fee for the new water heater is $489. And after the technician was done installation, he was in a rush to leave and ask me to sign for the invoice of $700 right away. I assumed it is the same as we discussed on the phone and signed it. After the technician left, I realized that they put down $700 under expansion tank and put down $0 for the water heater installation. If you check on the internet for the same type of the expansion tank, it costs no more than $100 per unit. 
  
  Sincerely,
  
  *****************

  Business response

  01/25/2023

  Thank you for your update. **** and myself have both tried to call you directly to discuss and resolve. A partial refund has been approved.

  Please contact me at ************ or ************************************************

  Customer response

  01/31/2023

   
  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,
  
  *****************

• Initial Complaint

  07/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  GreenAir did a duck cleaning at my home July 6, 2022. After they had left I discovered two problems. I called them on a daily basis but never received a response until today.The first issue concerned a ceiling vent in the basement that was left closed. The second problem was a broken clothes dryer damper.It took me the whole morning to fix the ceiling vent because they left it in such a manner as I could not open it.The Company refuses to replace the broken dryer damper because they claim it that it was already broken.If the damper was broken, it was their responsibility to inform me BEFORE starting the clothes dryer vent cleaning. They did not. I KNOW that the damper was not broken. The techs damaged it while cleaning the vent.

  Business response

  07/25/2022

  Green ******** can not take responsibility for an item that was already broken upon our arrival. Management (******) did trying contacting our customer 12 days ago, with no response. We do appreciate all of our customers. And want to make sure we address all concerns. Management will follow up with ****** tomorrow and try to agree on a fair resolution. 

   

• Initial Complaint

  05/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am 82 year old purchased a furnace and AC unit along with Warranty (05/2022). We have had 2 different technicians come out and they are yet to repair the unit. We have had extremely high temperatures and still no response as to when the unit will be repaired.I was told by the supervisor I would get a call back by end of day 2 days ago. I have called each day since, being told that the (*****)supervisor is handling this account and would call me back. I am still waiting on a call.. This has been the worst, most unprofessional experience I have ever had to deal with. They where quick to take full advantage of a senior citizen/veteran and take my money for a unit he paid in full and a warranty paid in full but 2 weeks still no service!!! this treatment on an 82yr old veteran with COPD ASTHMA ***** have to sleep with a machine but have no air or heat is completely unacceptable..

  Business response

  05/25/2022

  On 5/13/2022 our service technician was sent to the customer's home to diagnose why the air conditioner compressor would not turn on. He replaced an amp and the unit started working.
  Unfortunately, that did not permanently resolve the issue. Sometimes, repairs require a process of elimination and troubleshooting to get to the root of the issue.
  
  On 5/17/2022 our service technician diagnosed that the control board needed to be replaced. This is not a common stock item. The control board needed to be ordered and shipped to us before we could proceed with repairs.
  
  On 5/21/2022 our service technician installed the control board. And the unit is now fully functional. 
  All visits were covered under warranty and the customer was not charged for any services.
  Green ******** installs equipment but does not manufacture it. We are not in control of part availability. 
  We treat all of our customers as a priority.
  We apologize that our customer had to wait 2 days for an update from *****. However,we were waiting for the part in order to schedule the repairs.  

• Initial Complaint

  05/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We installed a brand new heating/AC unit with this company in November 2021 they came with copy of insurance. They did not startup AC due to some temperature guidelines and never notified us of this. They returned in May 2022 to startup our AC, after I called that our AC was not working. The office sent the technician with no insurance or copy of insurance this time. He needed to get to the roof to access our AC. And in accordance to Illinois Legislation (815 ILCS 513/25) they must have insurance to install or conduct any home repair. I called the office to ask for the insurance as the one from November 2021 expired. They said they don't require it to repair. And if I truly needed it that they would provide it in 48hours or more to sent over. This is against Illinois bylaws and I mentioned this to the office and they disagreed with me, I asked to talk to the manager and the lady I spoke with ****** said she was the manager and that she work there for years and knows they don't need it. I told her she needed to look further into the correct insurance laws as all workers need insurance by law no matter what property. Again she said she didn't need to. I again asked for the insurance, she mentioned she only sent me a generic one but that it is not required to sent and that she can sent one 48hours later not the day the technician is working since he didn't need it. This is unsafe for the workers, the customers, property and against all Illinois bylaws (815 ILCS 513/25). All workers must be compliant with insurance day of service when working on any property. Unsafe business would not recommend to anyone since their office do not follow Illinois legislation (815 ILCS 513/25) & are a huge liability to the ********************

  Business response

  05/20/2022

  Green ******** is fully licensed and insured. A general certificate of insurance can be provided at any time, if requesting proof of insurance. 
  If requesting a certificate of insurance with an additional insured added, our insurance agency will process the request. And the turn around time is ***** hours.
  Green ******** follows all laws, rules and guidelines and is a legitament, safe business. 

• Initial Complaint

  05/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We purchased a new **** system including air duct cleaning after install from Green ******** in May 2021. The **** system was installed on May 17, 2021. We called them for service on May 10, 2022 as the air conditioner was not working properly. This was the first day we turned on the air conditioner for the year due to record high heat in ******, ** this week. Note the unit is under a year old. On May 11, 2022, the technician came to inspect the unit and said it is due for cleaning. He cleaned the unit - sprayed the outside with acid and hosed it off for a charge of $275. The unit still did not work. He said we need a new coil and it will cost $2800 - $3500 to fix it. We have a contract showing that there is a 20-year warranty on the unit as long as the yearly maintenance cleaning is done. Again, this unit is not even a year old yet. And he just cleaned it on May 11, 2022. We are questioning why this would not be under warranty since we caused no damage to the unit, it is just normal wear and tear. We've talked with management at Green ******** and they told us that there is excessive build up clogging the outside coil. We stated that the unit is made to be outside and we didn't have any storms or anything happen out of the norm for the last year to cause any excessive clogging. ****, the manager, insisted that it is our fault that it is so badly clogged. We suggested that he get in touch with the manufacturer as there could possibly be a defect in the unit. Over a lengthy heated phone call he agreed to call the manufacturer and see if they would honor a replacement of the part. He asked that we be patient and allow a few days for him to get back to us. We are having extreme heat for this time of year in ******, ** and with all the windows open, 7 fans running, as well as the furnace fan, it is 88 degrees in the house. I work from home and I have health issues and cannot handle the heat. I've made that clear to them. It will be 90 for the next few days

  Business response

  05/18/2022

  This issue was resolved on 5/18/2022. A new coil was replaced under warranty at no cost. Our mutual customer agreed to revise/remove the review once service was rectified. We apologize for the miscommunication. 

  Customer response

  05/25/2022

   
  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,
  
  ***************************

• Initial Complaint

  03/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  There were two service calls on 2/14/2022 and 2/23/2022. I had heating/Furnace issue that I would like them to address it. In the first call, my heat wasn't working so I called the company to have them check on it. They came to my house and did inspection so went ahead with coil cleaning which they charged me $294.After 8 days, I had no heating so I did make the second call on 2/23/2022 thinking it will be the same issue. The technician said the issue is related to the filter merv. I have the incorrect filter. I was asked to pay $89. I am still having issues with the heater even after replacing the filter. I asked what was the issue with the heating unit and they respond to me with this "Upon inspection, the technician determined your furnace was not heating because:Your furnace filter was collecting a lot of white dust from the duct work, the furnace filter you were using was the incorrect merv so was causing air flow restriction, furnace appears to be over-sized.These issues are not related to our previous service. And the notes on your account from the previous service on 2/14/2022 also state your furnace appears to be over-sized."They however charged me in their first visit to the work that should have been done that is the coil cleaning knowing well that isn't the issue related to their call. I would like a reimbursement of $195.

  Business response

  03/11/2022

  H31303934**39393931H ******** has responded to the customer's inquiry with the following information: 
  
  1st service call on 2/14/22:
  Dispatch description: Diagnose the furnace issue. The high limit is tripping.Customer had home warranty tech come out & diagnose the coil needs to be cleaned because there is restricted air flow & is causing the furnace limit to trip.
  
  Diagnosis: Per ****, the coil doesnt seem to be in poor enough condition to cause the furnace issue. Checked heat exchanger & other components and all seemed to be good. **** mentioned the system may be a bit oversized for the house & not enough duct work that is probably why the system is over heating. He told the customer coil ********************** may not solve the issue. The owner told **** that if the coil H313932303731373836**H does not work, he will call the home warranty technician to let him know to come back to do another diagnostic.Installed customers purchases furnace filter.
  
  (9 days later)2nd service call on 2/23/2022:
  Dispatch description: Collect $89.00 if unrelated to service on 2/14. Service call on furnace. NO HEAT! If related to 2/14/2022 -no charge & repair under service warranty.
  
  
  Diagnosis:found furnace overheating code#**. Found filter getting a lot of white dust coming from ducts customer said that he clean the ducts about 1 month ago. I recommend to install a filter merv 1 in order to keep the furnace working. Plus recommend a low btu furnace. This furnace is bigger for the type  of duct that he has and unit is old 2001.
  

  The customer was aware of all information and diagnoses/trouble shooting. He was also provided with a disclaimer upon booking the 2nd appointment stating if the issue was unrelated to the previous visit, there would be a service call fee of $89 and customer agreed.
  At the 2nd visit, the technician determined that the heating issue was related to the furnace filter the customer purchased, causing an air flow restriction-not H31303934**39393931H ********'s fault. And since our last visit, customer has had no further heating issues.
  
  

  
  

  Customer response

  03/11/2022

   
  Complaint: 16831255
  
  I am rejecting this response because:

  I didn't hear from the technician right until he finished his unnecessary coil cleaning. I would have liked to hear from the technician after he finished his inspection or before proceeding to clean the coil. They clearly mentioned in their email that the system didn't need coil cleaning but my question is why the technician didn't advise me that the cleaning isn't needed at the time. I  would have tell them not to clean it if I was told the cleaning isn't  needed. To reiterate I only heard from the technician after they finished the cleaning and charged a cleaning fee.   

  
  Sincerely,
  
  Sef Zerihun

  Business response

  03/22/2022

  Based on the notes in our system and per the technician, everything was discussed with the tenant and landlord before proceeding with service. Service was completed and agreed upon by all parties. The customer's unit is working, because ******************** ******** fixed it. No refund will be issued at this time. We can offer a courtesy compensation in the form of a $100 Restaurant.com gift card. 

*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. ↩