ComplaintsforA+ Derr Heating & Cooling

• Initial Complaint

  07/11/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  In mid May I called A+ Derr to reconnect a supply/duct line in the crawl space that had fallen off on one of my rental properties (they installed the complete HVAC system 2 yrs. prior). A technician visited and refused to go into the crawl space but stated I owed $69 for a diagnostic fee. I called a second time and on 5-24 a different technician visited and borrowed my drill driver and cordless light to access the crawl space. He reattached the hose and the entire visit lasted approximately 15 minutes. He stated that I owed $269 (original $69 plus $200 connection fee). I provided him with a check for $269. Shortly thereafter A+ Derr sent me an Invoice, ********* for $190.30. I called their Boonesville office and they stated it was sent in error. CONCLUSION- I was charged an outrageous amount to reconnect a supply line. The first (lazy) technician should've went into the crawlspace and reconnected it, $100 would've been more than fair. The problem is A+ Derr is now owned by ********* **** ******** out of Michigan and they care about one thing, MONEY. Furthermore, the Root Cause was that A+ left the crawl space vent area open when they ran the AC lines under the house. This allowed an animal to access the crawl space, thereby knocking the supply line off. Had A+ pointed out that the area should've been sealed tightly (actually they should've done so), I would've taken care of the problem they created and this never would've occured.

  

  Business response

  07/22/2024

  We have contacted the customer and are issuing a refund for the 2nd visit.  The full 269 should not have been charged, I have talked with both Tech's about this situation and offered to the customer to get on our maint. plan that would cover him with parts and labor.  He declined and told me he would call us if he needed service in the future.

• Initial Complaint

  05/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had a new AC unit installed in summer 2021 due to no heat they stated that I needed a new unit I possibly think that it was because there was already a leak they didn't thoroughly do their job, every year since they have had to come out and recharge the new unit. last year they stated that it was the coil and replaced that this year it still has a leak and they are refusing to fix anything. A new unit if installed properly should not have a leak.

  

  Business response

  05/15/2024

  We have since gotten in contact with **** and the problem has been resolved.  My tech did not explain himself very well and he was taking steps that the customer didnt want.  Repairs were made on 5/9/24 and unit is working properly.

• Initial Complaint

  07/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a new heat and air unit from A+ Derr believing they were good company. 1 i wanted an electric furnace and central air they told me they couldn't I had to go with a heat pump I have some experience with heat pumps I didn't want it BUT it was already cold and had no other choice now this whole unit was 7000. which was financed on credit card. when installed the 2 guys that did the install told me that being this time of year, they would need to come back in warmer weather to check the coolant level which they never did?? in the purchase of the unit they were supposed to change the air filter twice which they did both times in the spring or fall they weather was cool I discussed with the service guy the fact that the AC wouldn't cool the mobile home they both told me it should with no problem I have called the business 3 or 4 times but they tell me it will cost me a service charge plus whatever the coolant cost?? they also do this since I declined there service agreement which is 235/year but if the parts are under warranty why do i need the service agreement?? I believe they should have come back and checked the coolant level without me having to call or especially charging me more money this unit is only 16 months old. if the installment guys knew it needed checked in warmer weather, why didn't they simply do that now I must pay a service call plus the cost of the coolant. and if that's the case I feel I was ripped off big time since I have had this done, I have talked to other business that do same thing. they have all told me there was no reason I can't have gotten and electric furnace and central air and much cheaper. I feel they put this unit on a credit card got their money and now want more to do what they should have followed up on for the 7000 dollars. today June 30th, 2023, the thermostat is set on 73 and ALL day its been at least 78 inside and right now its 81 if this was a new unit why won't it do better? I think they knew it wouldn't do well because coolant wasn't at right level or so that's what their service guys both told me?? why cant they come check it since i was told they would need to?? without charging me I feel i already paid them i actually called them last year with same complaint but once I was told there would be a service call charge and coolant per pound charge, I told them to forget it Today it was explained to me if I wanted to get the yearly service agreement for 235 per year there would be no charge for them to come out?? sounds like they are just wanting to get more money for job they should've done right the first time

  

  Business response

  07/03/2023

  This is the first we've heard as a complaint from Mr. *******.We always believe in selling heat pump systems for heating and cooling customers due to the extremely high cost of strictly electric heat, even to the point if they do want strictly electric heat we make them sign a paper saying,  that we told them that is not the best financial point for them.

  All new systems that we install come with two priority visits that is built in with no charge to the customer, and changed the filters, also it does look like we went out there twice but , I will say that we have not been out there in the heat of summer, system sometimes perform differently from summer to winter.  Aplus derr will be glad to go out to his house and confirm the system is working properly and if there is a mechanical failure we will fix it at no cost at this time.

  We will also continue to offer the customer the maintenance plan that takes care of all labor costs up to 10 years he does not have to purchase this at anytime but it is part of our labor  warranty process to continue.  we have a service  call at he house on 7\7\2023 schedule per customer .

  please give me a call if u have any questions

  ****** *******  ************

• Initial Complaint

  09/02/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Purchased new HVAC system 2021 We actually went and purchased a second system for our rental home. The company website states 100% satisfaction guaranteed. We have completed all required maintenance. Fast forward to August 18 of this year. We found a couple wet spots on our carpet. This was 4 days prior to my back surgery. I wanted to check and fix it before my back surgery so I pulled the carpet to find out where the water was coming from. There were two places. One in our master bedroom and the other in the hallway. Upon pulling the carpet back, I found mold in a few spots on some tack strips, drywall so pulled them and scraped all carpet glue Opened up the drywall in bedroom and closet to find more mold. Both places that water was found, were where the new HVAC was installed. When I pulled the drywall in master bedroom where the outside unit comes into house, there is a hole that I can see daylight through. In the hall, where the inside unit is, the drain was not installed correctly. My wife and i called the hvac co to have them come look and they are not willing to help us cover the cost to replace the things damaged by their error. We have had to empty all rooms and walls to wipe and clean. We have bare concrete floors, holes in our walls, still have mold in the home and my wife and I are both sleeping on the couch. Did I mention I just had back surgery? So I am recovering while my wife (with an auto immune disorder) is cleaning everything and taking care of me. We are living in two rooms of our house and both sleeping on our couch. Bare concrete floors and walls. This is a physical and mental struggle to say the least. Oh and they didn't even call back to discuss their decision to not take fault. They sent a text. But hey, they offered us a discount on a UV purifier.

  

  Business response

  10/05/2022

  Business Response The leak in the bedrooms was caused by the landscaping being back filled too high and the water seeped in through the base plate. The spot the customer is saying water entered the house is 9in. off the ground and we did not make that wall penetration. We used the existing line set and there was no landscaping and no leak for almost 2 years. As for the leak in the hallway. Customer told me that was not a big leak but it could have been some of our fault. We will offer to pay for the clean up in the hallway only.

• Initial Complaint

  07/24/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We had A+ Derr put in a new heating and air conditioning in last year. Since it was installed we have had problems with it, we have called them and they have come out checked it, said it is working right. New system doesn't cool home in summer and doesn't heat in winter. My husband just went under our home, he was so up set, because there was all of connection not connected. Call the company told them what we saw, was told someone would call us back. The next day still on call, called back was told someone would call, and hour later no call, call back and explain problem again, this time man put me on hold to call person himself, came back to me and told me someone would call me in 30 minutes. Someone called, told him what was up. He asked me if Monday would be alright, told him no. Told him that they got my money and I got no heating and air. So he said someone would be there later that day. The person who always come out can, said he was waiting for another person. When he arrived, told him what was what, they apologize, fixed the disconnected connections. Apologize again, asked for name a number for ceo a few minutes, never did get it. We would like to be reimbursed for all the service fee we paid for them to come and tell us nothing wrong, plus for all the money spend heating and cooling under our home.

  

  Business response

  10/05/2022

  Business Response Went to customers house and checked the system. Found that the humidity in the house was a little high and looked back at all the issues they have had since the install. Upon looking into all the issues that the customer has had we decided to remove the entire old system and upgrade with a new 2 stage Lennox heat and cooling unit. This will take care of all the issues that we have had.

• Initial Complaint

  02/16/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Contacted the company on 11.29.21 regarding the unit running excessively but not heating the home. A technician was sent out who determined that the compressor had seized up but could not give us any information about when a replacement part would be available.I contacted ****** who sold us the unit, since it was cold outside and he ridiculed me for asking for a new unit(even though that's what he told us when he sold us the unit). Moments later he called me on the phone to state that we were infact going to getting a new unit per our warranty and contract. However even with the new unit it runs excessively some days for 23 hours in a day. We have contacted Aplus derr multiple times and technicians have made modifications but the system still runs excessively. The service manager ***** has already received screenshots of the Nest thermostat showing the system running 19 to 23 hours a day on some days, but he has been very lethargic with communications or any resolutions. While he has been dragging his feet with any resolution our electric bill keeps going up. Last month our electric bill was upwards of 450 dollars (which is usually 230 in the winter months). Again ***** has already received all this info but keeps promising since the last month that he will come out and check the unit himself. He keeps dragging his feet with any kind of resolution. We purchased their most expensive unit and maintenance plan thinking we were getting a very efficient unit but infact was lied too by Aplus derr without any substantial resolution. I have attached screenshots of Nest and the electrical company showing energy usage.

  

  Business response

  06/10/2022

  Business Response It appears the manager did speak with Mr. ****** regarding his issues. It appears that his thermostat went bad. This was not part of the installation we did for him. As you can see below the thermostat that went bad was over 8 years old that we did not install. We did offer to replace it with a new thermostat at the cost it is for us but he declined to make that change. Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.) The Manager ***** could not figure out why the system would not move into heat stage 2 so he "assumed" that the thermostat was bad even though there was no error messages. Even though the business claims to be authorized Nest pro installers, neither the manager ***** nor the employee **** had no clue how to control the nest. It's known knowledge that if a Smart thermostat like Nest was having issues it would give an error message of some sort. There is none and the thermostat is still working.How did he reach a conclusion that the thermostat was bad? He did no testing at all. All this business was trying to do was to con additional money out of me for a problem that he was not sure will fix the issue. He also acknowledged that the employee who had come in prior (who no longer works for them) had set the thermostat setting wrong resulting in the Auxiliary heat to run excessively causing our monthly bill to double to 450 dollar the previous month. It is evident that this business installs subpar equipment with poor employees and then tries to con the customer for additional money.

*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. ↩