ComplaintsforAddario's Services

• Initial Complaint

  10/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I sent a draft of this letter to Addarios on 8/2/22, and, while they did fix an improperly installed unit, regarding the rebates I never heard back. We contacted Addarios after having our home evaluated by the no-cost **************** assessment (Estimate #********, Job #********). We liked that they had a rebate department that would take care of all the paperwork for us (though the Mass Save website actually makes it easy to file as long as you have an AHRI number).The Addarios sales person told us we had to pay by March 15 to guarantee installation at the end of June. Addarios wasnt listed on the Mass Save Heat Pump Installer Network, but the sales person reassured us that he used to work for Mass Save and had helped lots of families like ours get the rebates. We paid Addarios $18,407 for 3 units and understood we'd be eligible for $3500 in rebates. We also told a technical guy and the team that actually did the installation that we wanted the Mass Save rebates (everyone said wed hear from the rebate department). I called Mass Save to verify that the system they were installing would be rebate eligible and was told unfortunately until Addarios provided me with an AHRI certified reference number, there was no way I could check.Addarios installed the units 3/17-3/18 and called 3/29 to tell us that in order to receive the Mass Save rebates we would have to pay an additional $3k for an integrated controller. We would have been fine waiting on the install until they checked the Mass Save program requirements but they had said they would take care of it. Or if they told us at any point they were uncertain about eligibility, we would have gone with someone in the Mass Save Installer Network. I called and left a voicemail with the rebate department 3/29 and never heard back.We ask that Addarios refund the $3500 that we expected to receive in rebates. Whether intentionally or by oversight, they misrepresented the rebate process to us.

  

  Business response

  10/20/2022

  **************** comfort consultant met ****** and ******************* in late February ************************** installing heat-pump mini-splits in their home. The comfort consultant sat with the clients and went over different solutions and location of the mini-splits. With the solution that qualified for rebates you have to install intergraded controls per the Mass-Save Program which the rebates would net the difference in the cost of installing the integrated controls system. After further conversation we figured out that it was not cost effective for them to choose that option. Our comfort consultant built out these solutions for them in our system, they needed a 2 week approval via there HOA, I spoke with ****** and everything was virtually agreed on. The install was performed and everything went fine. They reached out to our office regarding rebates a little while after the installation took place, I spoke with ****** explaining and reiterated why they chose the solution they chose. We train weekly on serving our clients and the rebate process to be able to provide them all their solutions and incentives available.

• Initial Complaint

  07/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We contacted Addario's Services on 6/25 after our AC stopped working looking for assistance to get it fixed. Being a Saturday with a 90 degree day ahead we were in a bit of a scramble and they were the only ones who answered our call. We arranged for someone to come assess the issue on 6/28. The technician was here for less than a half hour, told us that the circuit board was broken and needed to be replaced. Since they would need to order the part, we were instructed we needed to pay half up front and they only accepted cash so we wrote a check for $707.70. We waited a full week for the part to come in and on 7/6 a completely different technician came to our house to replace the part. When he arrived, he didn't seem to have any context from our first assessment and upon looking at the system discovered it was actually a contactor piece that was broken and he was able to replace that and got our system going in about an hour and a half. He told us no further payment was due. We contacted ********* after asking them to look into costs as the problem they ultimately fixed was much smaller and far cheaper of a part than the initial problem they assessed. They provided us a receipt with no info, no explanation of costs, and insisted the costs were exactly the same which seems convenient. Looking online the cost estimates range between 100 and 400 to replace a contactor and after reading more reviews on Addario it seems we aren't the only ones they are taking advantage of (https://www.yelp.com/biz/addarios-services-woburn). We would like to be refunded and charged for the correct services and have had not received an acceptable response from the company after multiple attempts.

  

  Business response

  08/04/2022

  ********* take customer care very seriously.  We have been in business for 25 years.  Our goal is to keep customer happy a full refund will be issued on 8-5-22.

  Customer response

  08/09/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *******************************

• Initial Complaint

  09/20/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  In July 2020 we got an estimate from ********* for a central air installation. We accepted and left a deposit of about $7000, but a few days later we found out we were having a baby. We started to have second thoughts now that we knew we had another big expense coming. We asked for a refund and ********* agreed, but they asked to keep $500 as a good will deposit in case we decided to move forward with them later. When we did decide to complete the project later on, a friend recommended we get an estimate from a company he knew. They offered us a better deal and we went with them. When we asked ********* for a refund of our $500, they refused, despite never scheduling the ** work or completing any of the ** work at our house. We think they should refund our money.

  Customer response

  10/02/2021

  I have not heard from the business in response to my complaint.

  

  Business response

  10/04/2021

  Everything the customer said was correct.  We held $500.00 as a refundedable deposit in case they wanted to more forward with the next year.  We were not aware they went with another company.  We will issue refund within the next 10 days.

  Customer response

  10/04/2021

  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ***********************

• Initial Complaint

  09/01/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We called Addarios Services on an emergency basis by paying $300 in advance to fix the A/C on
  06/08/2021. The A/C unit wasnt starting. The technician came on 06/11/2021 and looked at it and told me
  that the capacitor may be bad (a common problem). He went and immediately changed the new capacitor
  without mentioning the price. The technician quoted the price as $540. When I looked at the price online,
  the same capacitor with the same brand costs $105. When I asked the technician about it, he said he will
  give a 15% discount and asked for $462. He threatened to take the capacitor away if we dont pay him and
  this is totally unprofessional behavior which no customer should have to go through. We paid him in full
  even though it wasnt agreed before the repair. Addarios services took advantage of our situation where we
  badly needed the repair and gave us a total runaround.
  The A/C worked fine till 06/14/2021 and then lost its cooling. We called Addarios services again to take a
  look at it. Addarios Services gave us an appointment for 06/18/2021 but didnt show up. When we called
  Addarios Services, they told us that the compressor would be bad and we need to replace it. We also need
  to flush the existing Refrigerant and fill new 8 Lbs of Refrigerant. Addarios Services sent us the quote of
  $4000 for compressor replacement and Refrigerant top up. Addarios Services wanted 50% of the estimate
  to be prepaid. I asked Addarios Services that why do we need to flush and refill the Refrigerant, they didnt
  respond to email / phone calls. Now, we were left without any A/C with heat waves (90F+ temperature)
  continuing and our technician was refusing to come unless we pay more. This is a classic example of leaving
  the customer stranded and unnecessarily extorting exorbitant money.
  I called another service company, ****************************** since they had repaired our condensation
  pump in the past. We got an appointment for 06/28/2021. The technician came and told us that Refrigerant
  is low and needed approx. 2 lbs. He filled 2 lbs of Refrigerant and immediately the A/C was running with
  cooling. He told us that we should find out why Refrigerant was low and it should have leaked from
  somewhere. He put a dye in the system to diagnose the leak. We paid $1136 to *********** for diagnostic,
  Refrigerant filling and putting a dye in the system to diagnose the leak. The *********** technician again
  came back on 07/28/2021 to find out the leak and he couldnt find the leak. The *********** technician mentioned that there is no active leak in the system. All that was required according to Nashoba was to
  add 2 lbs of refrigerant that was leaked due to faulty repair by Addarios Services.
  The Refrigerant leaked when Addarios Services technician was replacing the capacitor, however the Addario
  technician did not inform us of the problem. The *********** technician diagnosed the problem correctly
  and mentioned that there is no active refrigerant leak. Therefore, the only time a refrigerant can leak is
  during A/C repair, which was done by Addario. A/C systems need to be repaired carefully otherwise
  Refrigerants can leak and that's what happened in our case when technicians from Addarios Services made
  a mistake in repairing the A/C system and did not own up to it. This is the reason why we are seeking
  reimbursement.
  So, in total we paid $300 + $462 + $1136 ($1898) for the A/C repair, due to mishandling by the Addarios
  Services technician. Also, it took us a month to get our A/C back up and running, which was a common
  issue and usually a quick fix.
  The only part that needed to be replaced was the capacitor ($105). Instead, we had to get 2 lbs of
  refrigerant filled, put a dye in the A/C system, and pay the diagnostic fee to *********** to diagnose the
  leak($1136) on top of ($862) to addarios Services.
  if we wouldve trusted ********* diagnosis without taking a second opinion, we would have paid $4000 and
  wouldve unnecessarily replaced a working compressor. In this way, we felt we have been ripped off and
  victimized by Addarios Services and would never have figured out that the diagnostic was incorrect.

  

  Business response

  09/09/2021

  The customer called requested  emergency service.  When the customer called we explained on a record line the we have an emergency fee of $300.00 which the customer agreed to and gave us their credit card number.  Complaint was they had some cool air but not enough.  We quoted a price to change out the capacitor which they singed prior to changing which I have a copy of.  We changed out the capacitor and the unit was running properly. We also gave customer a $81.67.  The customer also signed after the repair acknowledging satisfactory completion which means the unit was running properly.  All his complaint is tell us is that the unit may have had multiple issues.  

   

  I am really confused has to how with customer could be asking for a refund after he charged ********* back an got all his money back??  As far as ********* goes this has been resolved.

*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. ↩