ComplaintsforQuality Air Of Fenton

• Initial Complaint

  01/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On September 13th 2023 ******************* owner and two of his employees installed a new HVAC system in my home. Before I gave *** consent to install it he told me that he was a certified installer for ****** Missouri and I would get an $800 rebate in about 8 or 9 weeks free labor for a year and 10 to 15 year parts replacement on the furnace depending on which part it is. After 9 weeks I called Ameren to check the status of my rebate and they had no record of it. I placed numerous calls and voicemails to *** which he did not respond to. Finally one day he answered his phone and said the rebate was being processed and he will call me that evening for an update witch he never did. I called ****** again and they decided this time that they were going to start an investigation and look into this matter. I sent *** a text message letting him know the situation. He calls me back immediately sounding angry and telling me that I needed to stop calling ****** because I was only going to delay the process for the rebate. He told me he had an Ameren representative and he would give me the representatives phone number. When I asked him for the phone number he got defensive and said that he's got it taken care of and it's not necessary. I asked him again and he was like whatever I'll send you the information and I don't need to be tracked then hung up the phone. He sent me photos of a computer screen with his company name in there but not the phone number of his rep ** December a representative came out based on the complaint Ameren filed from my calls to them. He ran the numbers on my furnace to check for the rebate it does not meet their efficiency for the rebate. *** also didn't return the reps calls and is now out of the program. Now half the vents in my house are blowing cold to lukewarm air and *** is not returning my calls to come fix it. Right now I'm using space heaters to try and keep warm with the extreme temperatures that are happening right now.

  Customer response

  02/18/2024

  I had another contractor come look at my HVAC system. Quality Air a terrible job with the installation without making sure that the return air was flown back correctly. Also the wire that powers the furnace is only half the wattage required making it a fire hazard. Another problem is quality Air failed to register the warranty with run through which cuts my warranty short. I also want quality Air to honor the warranty I was promised regardless if the manufacturer will honor it or not. 

• Initial Complaint

  08/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Contacted Quality Air (QA) on 6/23/23 for initial visit. Provided me with the option to add more freon or replace my external condenser unit. He never attempted to check my system for leaks. Installed new R410 condenser on 6/26/23 for $1,967, which I later was informed was done haphazardly. He failed to properly address the mismatch between the R22 coil and new R410 condenser unit and also kinked the cooper lines (see attached images), which we uncovered when installing a new condenser. The new condenser failed to ever efficiently reach the set temps and ran for hours nonstop (see **** runtime). After weeks of back and forth he finally came out to add freon, still never researching the cause. (see texts). Over the course of those weeks I researched HVAC and consulted with a pro. It wasn’t until I recommended inspecting the A coil that QA finally did on 7/30/23. He shot dye into the newly installed unit, which voids the factory warranty (see attached warranty) and claims he’s going to replace the A Coil. After rescheduling due to an issue on QA’s part, we settled on a date. It wasn't until ten mins after our appt time that he texts that he has to reschedule. I contacted a new, qualified company that questioned the install and mismatch of the R410 condenser and R22 A Coil. New air handler unit was installed on 8/11/23 and AC worked properly. I was warned that the prior mismatch’s resulting pressure was not good for the condenser. Only 7 weeks after install the condenser unit failed on 8/18/23. We were faced with the option of new unit or contact ***** about warranty, which was voided if they found the dye. I opted to go with a new outdoor unit from my new contractor because I did not want QA touching anything near my house again and we had a 110 degree heat wave approaching in two days (see attached). After purchasing a new unit on 8/19/23 I contacted QA about a refund since a warranty replace was questionable due to dye injection.

  Business response

  09/06/2023

  This unit was under warranty.  Under the warranty, I am allowed to come and inspect the unit and verify that it has issues; I offered to even replace the unit.  I wasn't allowed to do that; he hired another company.  I will not be giving a refund.

  Customer response

  09/06/2023

  Complaint: ********
  
  I am rejecting this response because at no point did Quality Air offer to replace the unit, per our attached text in the attachment titled txt 21.  Though he believes he is entitled to examine the unit, my warranty is with RunTru (which I had to register myself because Quality Air failed to do so) not Quality Air, and that warranty was voided when he elected to inject dye into the system.  Why would any technician worth their certification inject dye into a brand new system voiding the factory five year warranty?  Secondly given my history with Quality Air and his countless reschedules and missed appointments (which can be seen through the original complaint's attachments), I could not afford for my family to possibly wait two weeks when St. Louis had a heat wave coming that had indexes that hit over 110 degrees for several days in a row just to find out that RunTru was not going to honor the warranty because they found his dye in the unit.  I offered to provide him his unit back for the refund, which I still have in my possession until this is all resolved.  He can connect the unit to his home and run all inspections that he would like, but I will not allow this company to touch my system again.  To illustrate the difference in a properly matched system, after the install of the new system by a qualified company, my AC unit has ran 100 hours less in August than it did in July, despite record temps in August.  
  
  
  
  Sincerely,
  
  ***** *****

  Business response

  09/07/2023

  The cancelation your referring to was new service it had to do with replacing your Acoil which you elected to save money and only replace outdoor condensor unit, I arrived at your house three times to fill the unit with freon each time it being low, finally after the third time and not seeing any visible leaks with the outdoor condensor unit is when I suggested we put a Lil die in to pin point leak, leak was inside which I have no liability on since I replaced at your request outdoor unit only. I received no contact from you until you called to tell me you hired another company to replace the outdoor unit. Unfortunately when you file or ask for warranty then quality air has that right to inspect unit as it was installed not after another company disconnects unit. By doing so voided what warranty ****** or ******* *** offers. No refund will be given I offered to replace but you said you hired another company I advised you that inorder to be given any type of refund or replacement then we must be the ones to inspect unit. We were not given that option and you did not contact me at anytime stating ac was completely out and not working you stated that it was never shutting off. And each time it was because you were low on refrigerant because you chose not to replace acoil at time we replaced outdoor condensor unit. And after seeing that acoil is were the leak was I offered to replace acoil for you at no charge that's going above what we needed to do. And yes since it was not in regular schedule and this came about at busy season we could have supplied you and ur family with portable units until we were able to replace your acoil. But you chose to hire another company to replace unit with no notice until after the fact. So confusing or trying to confuse the text messages that u have with a second completely different service of replacing acoil does not stand. So refund will not be given since we were not given the option to inspect before another company came and replaced. And due to you chosing not to replace acoil at time of install of outdoor condensor unit. I will not be responding to any further complaints. Take care!

  Customer response

  09/11/2023

  Complaint: ********
  
  We’re to the point where it is now a  “he said she said” scenario but I can ensure the A-Coil was never discussed in the initial visit or install (at which he said he didn't need to go inside my home, which seemed questionable).  In all honesty I didn’t even know what an A-coil was when we started our business relationship and it wasn’t until after install when a friend who recently had a new HVAC system replaced asked about Quality Air only doing the outside unit without a new A-Coil and the mismatch of the R22 and R410 components.  I had asked multiple times upon QA’s visits after that point if the mismatch was a culprit and it wasn’t until the July 30th (over a month since install) visit that he took a look at the coil only because I already had the cover off to clean the coil hoping that might help it run efficiently.  At this point QA did offer to install a “warranty take off” coil for only the cost of labor but that fell through because QA informed me ten minutes after our scheduled install appointment that the scraper took the coil from his garage.  He offered to supply a coil for free and only charge install but at this point there were so many red flags and missed appointments that I took this as a sign to write off my losses and pay to have a qualified company install a whole new internal system. Up to that point I was trying to be patient only because I was still waiting for my rebate which we found out I was misinformed about by QA because the unit did not qualify.  Unfortunately I believe we’re to the point where it’s obvious QA won’t voluntarily refund their work  and per the guidance of our attorney we are compiling our facts to prepare to file in small claims court.  At the end of the day I want to be made whole and ensure no one else goes through the same ordeal we had to. 
  
  
  Sincerely,
  
  ***** *****

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