ComplaintsforNash Heating & Air Conditioning, Inc.

• Initial Complaint

  04/13/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I called **** and asked them to come to my home and "provide an estimate" for replacing my duct system due to constant condensation issues. They charged me $99.95 on 9/9/2022 for the person to come out. The technician came out and looked around and said he would go back and meet with his management and send me an estimate. I did not receive an estimate. I called 2 weeks later and asked about the estimate. They said they would check on it. Crickets! I called again and asked for a refund of the $99.95, then again, and again. Each time they said they would send a check. Crickets! I made my last call to them on 4/12/2023. They told me that the owner would call me. Crickets! Bottom Line - **** charged me for a product but did not give me the product.

  

  Business response

  04/17/2023

  **************** called **** Heating & A/C and requested a service call.  We charge $99.95 for a service call.  The technician went out and was working with the owner for an estimate.  The owner was out of town and got with the technician the next week.  **************** called and asked for the proposal and was told the owner was working on it.  *************** explained to the technician that went out that the estimate needed to be very detailed and give reasons as to why we were suggesting the repairs.  **************** said that he should not have to wait on the estimate and said even if we sent the estimate, it was too late.  The estimate was still being researched as that is what **************** requested; very detailed description and reasons for what we suggest.  **************** requested a refund and it was explained to him that we went out for a service call, not just an estimate.  **************** paid for the service call when the service call was performed.  If he felt that he should not have been charged, why wait weeks later to request a refund.

  Customer response

  04/18/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  ***********************
  
   
  

  Customer response

  04/18/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
   

  This was never about a service call.  I had a home inspector come to my house to check on the issue.  She recommended several A/C companies.  **** was one of them.  2 other AC companies had been there before ****.  All said the duct system needed to be replaced.  

  
  

  This was never about a service call, it was always about giving me an estimate to replace the duct system.

  
  

  When I called 2 weeks after the technician visited my home, I was told by the lady that answered that the manager would call me.  That call never happened.  It was approximately another 3 or 4 weeks before I called back to check again on the estimate.  When they told me that someone would call me back, I asked for a refund instead.  The person I spoke with said they would send me a hard check instead of refunding to my credit card.  When I didn't receive the check, I called again 2 weeks later.  They again said they would send me a check. The lady that I spoke with even said she was looking through the checks on her desk to see if my check was in there. There is a pattern here.  I didn't get what I paid for so the money should be refunded.

   

   Regards,
  
  ***********************
  
   
  

  

  Business response

  04/27/2023

  **************** called for a service call, we have a message from him stating he wanted a service call.  A service call was set up and that is what took place.  **** went and performed the service and payment was made at the time service was rendered.

  Customer response

  04/28/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Provide details of why you are not satisfied with this resolution.]

  The response from **** is not true.  I asked them to come to my house to provide an estimate.  Why did they tell me multiple times that they were sending a refund by check to me.  I'm not giving up on this one.  I know what I asked for.  I'm not responsible for what they wrote down on a work order. I asked for an estimate and didn't get the estimate, therefore, I didn't get what I paid for.
  
  Regards,
  
  ***********************
  
   

  
  

  

  Business response

  05/05/2023

  **************** asked for a service call and he got a service call.  Is there a way we can upload his message asking for a service call?  **** provided what was asked of **************** and he paid for the service call when we finished the service call with no issue.

  Customer response

  05/05/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I don't know what you would upload unless you record calls. If you do, go back and review the call.   I called your number and spoke to a person.  I told them that I wanted an estimate to replace my ducts due to water saturation and condensation.  Your guy came out and I went into the attic with him and pointed out all the areas the home inspector had identified with moisture and showed him the vents in 3 rooms in and a hallway in my house that were affected by the moisture.  I sent him the report provided by the home inspector.  He said he would go back and review with his management and provide the estimate.  **** dropped the ball on this one and are not adult enough to admit the mistake. I will not be satisfied with anything other than a full refund.
  
  Regards,
  
  ***********************
  
   
  

  

  Business response

  05/08/2023

  Response to rejection. - **** Heating & A/C stands behind our original response.

  Thank you,

• Initial Complaint

  10/25/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Recent History of **** visits **** Flash visit 11/18/21 ($209.90)Recommended new duct work, insulation and uv light to keep air clean, prevent mold, germs etc. Completed 12/10/21 ($7,750.40)3/30/22 AC not working Added Freon ($737.45)4/12/22 Unknown work Invoice # ****** ($204.38)4/14/22 **** unit compressor recommended, but not available so smaller one was installed ($7,401.50)9/6/22 AC not working Service call found nothing wrong. ($99.95)The ******************* Flash visit was supposed to clean out 2 pans they installed in 1/20, blow out line and add preventative to assure no build **** 4/14/22 Technician installing condenser and compressor dislodged a pipe causing a flood to hallway, closet and back wall.9/1/2022 Second flood from their 2 pan system flooded same area. Wooden floors and oriental rugs were ruined, walls had mold from last flood, and closets needed to be replaced. Technician said this should not have happened. Pans were full of crud and algae. 9/6/2022 Air conditioning stopped working. **** could find no problem. 9/16/2022 Air conditioning stopped working. **** said they would come out, but would have to charge customer. We refused.9/17/22 Keefes Air ********************** pressed fault button which showed 2 #4s #5, and #8 indicating problems: #4 showed compressor pulling too much current blowing circuit breaker. Technician took picture of each of the fault results, and # of amps over capacity. He also enclosed the 3 contact rods in the machine that **** had left exposed to weather elements. Appointment with **** scheduled for 8/26/22 called to confirm ***** was home. No one came to house. 8/29/22, 9/26/22, 10/17/22 called **** and left messages no response. **** refuses to show us invoice history from previous visits. Allstate contacting **** to determine liability. I would like **** to remove the compressor and credit me for the purchase, and I will have it replaced by a competent AC company.

  

  Business response

  11/04/2022

  **** Heating & A/C will remove the condenser and refund $7,401.50 to ********************** 

  

  Business response

  11/15/2022

  **** Heating & A/C will be there on 11/22/22 to remove the condensing unit.  As for invoice ******, 4/11/22, with a charge of $204.38 will not be reimbursed.  This was an invoice for a leak search that was preformed on the unit.  Invoice ******, 9/6/22, with a charge of $99.95 will not be reimbursed as well.  This was an invoice for a diagnostic fee when we went to the house.

  Customer response

  11/16/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Provide details of why you are not satisfied with this resolution.]On 3/30/22 **** found we were low on refrigerant "Customer did not want to do electronic leak search...customer has a **** Flash scheduled soon, we will recheck pressures on this visit"

  4/12/22 **** Flash visit paid for on 11/18/21. We requested and re-requested copies of this invoice to no avail.  **** was supposed to check the refrigerant level, and blow out the drain line from the drip pan as part of the visit.  We had agreed to put in a new compressor if there was a definite leak,  There was.  We put in a new compressor 2 days later.  I don't know why there was a search for the leak when I had said I didn't want one and it was recorded in an earlier invoice.  We still want and think we are entitled to a copy of that invoice.

  The visit on 9/6/22 was again related to the smaller unit not being sufficient,  The technician could find no problems and blamed the weather for our AC not working,When the same problem repeated itself 10 days later ******* technician pressed the fault button which showed two #4'smeaning the circuit breaker ha
  

  d been tripped twice because when the compressor turned on it **** more than  the maximum number of amps it could handle.  Their technician produced pictures of the faults as well as the number of amps drawn.Then they comped the visit!!!  So why couldn't the company that installed the compressor know to press the fault button?Seems like incompetence.  Again we'd like a copy of the invoice for this and our requests have gone unfulfilled.
  

  We will be happy to have them come on 11/22/22 to remove the unit and give us a refund check,  We will follow up later with the BBB on these service trip bills.  We have been dealing with **** since 2011 at least and can;t believe their treatment this year.  We had a flood from the attic unit around 2014 resulting in replaced flooring and 2 floods this year in 4 months resulting in much more damage.  That is separate from the compressor situation.  It's a huge disappointment to us in addition to a loss of lifestyle for months and an economic loss too.

  Your help is greatly appreciated.

   

   

  and 2 

  

  Business response

  11/17/2022

  When **** went back in April 2022 to do the summer check up, a leak search was performed and Mrs. ***** signed off on the approval.  Please see invoice # ****** as evidence of this.  Also on 9/6/22 when **** went out there, Mrs. ***** signed off and paid the $99.95.  Please see invoice # ****** as evidence of this as well.  And it was also stated on this invoice that code 4 was on her stat but was only a one time occurrence.  **** will be out on 11/22/22 with a refund check for the condenser.

• Initial Complaint

  05/25/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On 1/6/22 I paid $439.90 for an annual maintenance contract that included 2 visits. The first visit was on 1/6/22 and the 2nd visit was still owed (see attachment stating this). On 5/25/22 I received the 2nd visit for maintenance, and was charged an additional $459.90 in error (see second attachment). I've asked for a refund of the $459.90 since I was owed a 2nd visit, and the business is not honoring their original contract.

  

  Business response

  05/27/2022

  *** ******* did pay for a Nash Flash, which includes two visits.  These visits are a summer check up and a winter check up.  The system has two components to it and they both need to be checked out.  *** ******* wanted a summer check up in January and another summer check up in May.  A Nash Flash does not include two summer check ups and *** ******* was informed about this. 

  We are returning *** *******'s check and wish him well with another air conditioning company.
  

• Initial Complaint

  05/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  A new air conditioner system was purchased from Nash Heating & Air Conditioning and installed by them as well. This was 2 years ago. Recently, I needed service on the unit as it was out of refrigerant. This is when it was discovered the original installation was faulty. Specifically, a connection on the high pressure line on the compressor. Another A/C repairman identified the issue and sent pictures and the actual faulty connection. This cost me approximately $700 in repairs for something that never showed have occurred. I have the actual faulty connection as proof.My main concern is the other connections made at the time of installation. If this connection is this bad, and it is very bad according to 2 different A/C professionals, what about the others? Are they bad? If so, they could fail and cause me additional expenses replacing additional refrigerant and labor.Id like to have the connections reworked at Nashs expense as I paid for a professional installation and I received a DIY installation. Either Nashs most experienced installer l, with my approval, or my A/C repairman of choice.

  

  Business response

  05/24/2022

  ************** purchased a coil and condenser from **** and was installed on 6/30/2020.  The unit was installed and the first issue was a no cooling that was called into **** on 5/5/2022.  At that point, ************** thought it was a thermostat issue as he has had another provider working on this unit.  **** sent out a technician at 2:30 PM on 5/5/22 and discovered a freon leak.  ************** has a 12 year parts and labor warranty but the freon is not included with this warranty.  ************** said he would have another provider fix this leak.  **** has a one year warranty and this install is almost two years old.  ************** than asked for his labor paperwork so that the other provider could claim the labor on fixing the unit.  ************** does not have any maintenance done on this unit and has other providers working on this unit. It is past the one year warranty that **** provides to any of their customers. If this issue was an installation issue, the unit would not have worked for almost two years and not given a problem before.  **** will not rework any connections as the other connections are not leaking.

  Customer response

  05/25/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Provide details of why you are not satisfied with this resolution.]

  The installation was definitely not professional and the fact it lasted 2 years was a miracle. When **** was called to service the unit on 5/5, the service man notified me the of the Freon leak and also told me they could not fix it until 5/16. It couldnt be done the day he identified the issue. Next, I was offered to refill approximately 4 LBs of Freon at $125 a LB. Then, I was told that if they fixed the unit on 5/16, the fee would be approximately $600 and it would include 3 LBs of Freon. But, I might not need the 3LBs and I would not be credited for the amount I did not need and would have paid on 5/5. So, to get the A/C working with ****, they wanted $95 original service fee, plus about 4 LBs of Freon @ $125 for a total of $500, then the correct repair on 5/16 for $600. A total of $1200. This is unprofessional and a direct result of a surface weld where no silver solder makes its way into the joint to make a complete seal. Vibrations in the house, from the unit, from an animal touching the line, or anyone touching the line could have caused a surface weld to break and leak. Had the joint been made properly with solder in the joint, the likely hood of there being any issues with leaks would be very minimal.

  So, I called ********************* of ******************* A/C and he said he could take care of it on 5/7. His charge for Freon was $80 a LB and his total should be less than $600. So, I made the smart choice and had ***** fix it  I trust *****. Hes worked on this property and another property for years and always treats me right. The only reason I went with **** in the first place is because his employee was renting this property and they could get it done sooner as the previous unit when out, and this unit has a 12 year warranty.

  Now, the previous work done to this new unit by was replacing the thermostat and that was done by *********************. No other work was done by anyone nor should it matter.

  Now, when ***** fixed the unit on a Saturday, he sent me pictures of the faulty weld and stated the weld was bad. This is coming from a respectable A/C serviceman. ***** cut the tubing back, kept the cutoff which I now have, installed a site bubble, properly welded his connections, and filled the unit with Freon. His cost was just under $600. This is excellent service and it was much appreciated. He fixed Nashs installers faulty weld, fixed it in 2 days, and charged a decent amount. ********************* took care of me.

  this is not the same story for ****. They offered to refill at my cost and not fix it for 10 days! Then, I would have to pay another $600 on top of the $95 service fee and $500 for Freon.

  So, what do I want? I want a installation I can trust. There are at least 4 weld joints on a condenser and coil installation:2 by the condenser and 2 by the coil. If ********************* was disgusted with this one weld, why should anyone think the 3 remaining welds are good? I dont. I paid approximately $6,000 for a professional installation and I did not receive that  I should NEVER had a leak because of a weld, but I did and I have to pay to fix a defective install and pay for Freon because of a faulty install.

  I NEVER should have needed to deal with this issue on a relatively new installation.
  

  Please excuse any grammatical or typographical errors as I am responding on a phone.

   

  Regards,
  
  *******************
  
   

  
  

  

  Business response

  05/27/2022

  I am sorry that ************** feels that **** did not do a good job on his install two years ago.  We do give a one year warranty on any installations **** does.  When a customer has another air ********************** company work on their unit after it is installed by ****, the warranty **** gives is voided.  This also happened well after the one year warranty.

  We do give the customer an opportunity to put freon in their unit until we can make a repair.  Unfortunately, we are about one to two weeks out for installs at the moment.  Our service guys go out and diagnosis the issue, if it is something they can take care of, they will fix the issue.  The repair that was needed, ****, pumps the unit down to fix this and it is about a four hour repair.  With a repair that long, we do send our install crew to fix. 

  If the customer does not like our price, they can go get other estimates or have another company do the work. 
  

  Customer response

  05/28/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Provide details of why you are not satisfied with this resolution.]
   
  

  If Nashs installers would have installed the unit correctly the first time, there would not have been a need for a service call. Never should Freon leak because of a bad weld, yet this is what happened. If you want to present the picture I provided to other A/C professionals and ask if that is a professional weld, please do so. The A/C professional that fixed the unit was flabbergasted at that weld and sent me the picture. Another professional I showed the image to was also surprised that was a weld by a professional.

  **** can claim 1 year warranty, but is this is how they install systems, then they are unprofessional and buyers should be aware of their practices. I had no idea I should have stressed tested all their welds to make sure they were good. Basically, that is Nashs stance on the situation. It didnt break within the year. So its not our responsibility. Well, I think they are responsible for the original installation to be performed at a professionally level   It was not.  I had to get a real professional to weld the line like I had originally paid for but did not receive.  **** can continue say they are not responsible, but I had no idea the original installation was deficient until the weld broke.  Welds on copper should never break nor leak, period. Ask a plumber is welds should ever break or leak. Ask another professional A/C installation professional is welds should ever break or leak, and Im believe they will laugh at you or look at you like you are crazy. **** must think Im stupid enough to accept their faulty original installation as normal or acceptable, they are wrong. I paid nearly $6,000 for a new system and a professional installation. I got the new system and and defective installation. The system failed at a point of installation, not because is a faulty product, but because of a faulty installation. Period.

  Regards,
  

  
  *******************
  
   

  
  

  

  Business response

  06/01/2022

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

  Again, we are sorry you feel this way.  This unit was installed 6/30/2020, you have never had maintenance done to this unit and had your handy man work on this unit as well.  This voids any warranty **** would have given you.  And the manufacturer can void their warranty if you do not do maintenance on the system. 

   

  May we ask what do you want from this issue?  You keep repeating yourself and responding but have not actually said what it would take to make you happy.  **** already said that we are not refunding you the price of the installation that happened 2 years ago.  **** will refund you the $99.95 you paid us to come out and tell you what was wrong with the unit.

   

  Thanks,

  *****

  Customer response

  06/01/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  *******************
  
  I have never had any handyman work on the A/C system. I have no idea where this suggestion is coming from.

  I have never asked for a refund.  Again, I have no idea where this is coming from.

  What I want is the 3 additional connections inspected and repaired if they have the same sort of surface weld. Id prefer to have ********************* or ***************** A/C make the repairs but if **** insists on their people making the repairs, I would pay to have it inspected at the time of repairs by *********************.

  Also, since the Freon leaked because of the bad weld, Id like to be reimbursed for my complete repair **** I paid to ***************** A/C.

  *******************

  
  

  

  Business response

  06/10/2022

  **** will come out and look at the remainder welds to make sure all are good.  **** will not reimburse you the money spent to another company when **** could have made the repairs but you choose to go with another company.  Please let me know what date and time frame we may come out for the inspection.

*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. ↩