ComplaintsforAir Joe Inc.

• Initial Complaint

  05/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Complaint is based on the dubious practices of this business. I ordered service from this company to check my home A/C system that was not working efficient. Before even inspecting or locating any problem the technician that arrived started to recommend replacing the whole cooling AND heating system. I informed him that I may consider a quote but would prefer my current A/C fixed because it's not that old. No refrigerant leak was discovered but the technician informed me that he will have to add 2-3 pounds of refrigerant at $189 per pound (10 times higher than the regular price of that refrigerant) and clean the outside coil. After the service performed and **** of $621 there was no improvement in the *************** what so ever. The problems I have with their service and what I believe is quite questionable.- The technician did not let me witness adding any refrigerant in the system even having a scale to monitor the weight. Refrigerant tank was left unattended connected to the A/C system and he claimed that's how the system is charged, which is not true. End up charging me for 2 pounds of refrigerant but there was absolutely not improvement in the ***************, which leads me to believe that not refrigerant was added at all. - The evaporator coil that's inside the house was not inspected or cleaned. In few days after the service call I inspected the evaporator coil and it turned out it was really dirty. After cleaning it myself the *************** improved drastically. It turned out this was the problem all alone.I contacted the company, spoke to the owner and informed him on the kind of service that was performed. No resolution or explanation was given but quote the opposite. He tried to intimidate me that if I file a complaint or leave his company online review he will *** me. Unacceptable conduct and poor shady service with the only intention to charge the customer as much as possible.

  Business response

  06/10/2022

  I reviewed ********************** complaint along with the original service invoice. I also discussed with the technician that performed the service. There are numerous assertions that do not coincide with the services performed. First of all, it is not our practice to make recommendations to replace equipment before inspection and diagnosis of the root problem. ****************** called us with the complaint that he had no A/C. Our technician found the system low on refrigerant R-22 and a small leak in the system and the customer was informed that the equipment was extremely ***** along with a capacitor that showed signs of possible failure due to the age and condition. The technician also informed the ****************** that the refrigerant R-22 is being phased out and offered possible options: (1) replace the system; or (2) clean the outdoor condenser and recharge the system and check operation. ****************** was also informed of the price to add refrigerant R-22 per pound prior to the service which he did accept on our invoice form. ****************** was also informed that we were going to clean the A/C outdoor condensor and check operation which he also accepted on our form. ****************** was also informed that there was no warranty on refrigerant recharge due to the suspected leak in the system. The only decline from ****************** was to replace the capacitor. We did submit a replacement upgrade quote due to the age and condition of the system along with and informed him the system was operating with phased out R-22 refrigerant which is consistently increasing in price due to a reduction in availability due to being phased out. The service was on 5/11/22. The technician also noted that the system was in working order at that time. ****************** never brought anything to the technician's attention while on site of his complaint of him not adding refrigerant to the system. ****************** never contacted the office on the same date with the complaint that the technician did not add refrigerant or the system was not operating. ****************** paid for the service that he accepted. The first complaint ****************** made to the office was approximately ***** days after the service was performed questioning the service. ****************** complained that the technician refused to let him witness him adding the refrigerant. The technician never told him he couldn't witness any aspect of the service. The techician said ****************** never approached him or asked to watch any of the service or questioned anything. In regards to our procedure for weighing the refrigerant, we always take the initial weight on a flat surface in the service van or on the ground near the service van. An accurate weight cannot be ascertained on an uneven service near or around the unit. The technician then takes the final weight in the same flat surface area in or near the service van. That way we get an accurate reading of how much refrigerant was taken from the tank. In regards to his complaint of being threatened or intimidated for filing a complaint, that is totally inaccurate. I informed ****************** during that conversation that he was more than welcome to file a complaint but the evidence needs to support his complaint and I would review it. As an owner, we have our right to respond to false allegations which can be viewed as defamation. Unfortunately, a refund is not supported by the evidence as well as the length of time that passed before ****************** notified our company of the issue in addition to him not saying anything to the technician at the time that he believed there was a problem with the services being rendered. We are not a commission based company so there's no gain or benefit to the technician not to add the refrigerant to the system. This technician has been with us for 14 years and we never received this type of complaint about him. When I brought this matter to the attention of the technician, it was quite upsetting to him to be accused of fraud by a customer. I support our technician and our documentation 100%.

  Customer response

  06/13/2022

   
  Complaint: 17291254
  
  I am rejecting this response because:

  Many of the statements in the response are false and incorrect. 
  
  Sincerely,
  
  ***********************

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