ComplaintsforAir Services Heating & Cooling All Service Professional Plumbing

• Initial Complaint

  04/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have had Air Services VIP monthly membership for over a year and have had them repair several plumbing and hvac issues for me. Their prices seemed high, but as a single mother, I felt I could trust them as a company, to do the work right, that I was stretching my hard earned dollars to pay for. Recently they came out for the same reoccurring problem with my furnace that they had repaired previously, only to find out that now they believed it was actually a more major problem, "not worth the cost of repairs due to the age of my furnace (11 yrs old)" according to them, leaving me quite distraut at the failure of a system that age. But they did offer a credit for the previous repair due to misdiagnosis. They then came out to quote a new system, which seemed high and they pressured me quite intensly to sign for even after I asked for some time to get more quotes. I regrettably signed because they said I could cancel if I found anything better but they were confident I would not. As I could trust them to stand by thier work and products. Well after another quote, this time from a competitor for a better system at half Air Services price, I knew I would not be using Air Services for a new system. But the biggest shock came from the third quote I received, when yet another competitor actually took the time to look at the failed system before quoting a new one, only to let me know that the part Air Services quoted for thousands and deemed not worth replacing at the age of my furnace, was under a LIFETIME WARRANTY and could be replaced at a mere hundreds in labor!!! Still giving me a much longer life out of that system!!! Further inspection showed that the preventative maintenance that I had monthly been paying Air Services for did not appear to have been performed as promised. Words cannot describe the disappointment and dismay that I feel. As a woman, a single parent in a struggling economy, and most importantly an unaware consumer, I feel preyed upon by this company.

  

  Business response

  04/22/2024

  We refunded a part that the consumer paid for but it did not take care of the issue at the time,  and we did not verify parts that needed to be replaced and we do take ownership of that.  This issue has been resolved. 

• Initial Complaint

  06/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Had two new units installed in October 2021. Paid $30K. Have had over 20 visits to my home due to poor installation by this vendor. I had five leaks over the next twelve months. In December of 2022 our brand new, indoor, furnace froze. We were without heat for 10 days. Finally, this business decided to correct their work and downgrade my unit with a new one that won’t freeze. In April, the brand new unit leaked because this business - yet again - improperly installed the unit. I now have over $2000 in drywall and paint damage to my house that this business refuses to correct. We have been waiting on their contractor to remedy since June 2023 AND have had additional leaks and a new unit installed since then. We want to be compensated for our losses and we do not want Air Services to have anything to do with our home or who repairs it. Will also be reaching out to Lennox to share our 24 months of awful experiences with their representatives. We have emails of all the visit history. We’ve had over 20 different technicians here. It’s to the point they just walk in my house and start apologizing. I’ve called ten times trying to recoup my losses, but they never call back. This business is an example of why contractors have a bad name.

  

  Business response

  06/30/2023

  Good Afternoon *******, 
  We appreciate you taking some time to bring this situation back to our attention. We understand that this sequence of events has caused a lot of frustration and distrust with our company, along with physical damage to your home. We do guarantee to stand behind our work 100% and fix any issues that we may have caused, which is why we very diligently worked to remedy the unit and the damage that occurred. On 4/18/2023 we spoke with you and your husband in regard to sending out a contractor to fix the water damage and were notified that you no longer wished to use our sub-contractor but would rather hire a sub-contractor of your choosing to make the repairs and receive compensation to cover the repair charges. At that time, we agreed to cover the repair charges of the sub-contractor you selected as long as we received proper documentation/invoicing of the work done, and the contractors W-9 for our records. During the end phone call, you accepted these terms and notified us that you would be in touch when you had selected a contractor and obtained the documentation required. Since the phone call on 4/18/2023, we have not received any further contact or attempts of contact from you or your husband regarding the issue, although, we did leave a follow up voicemail with you on 5/2/2023 to see if you had made any progress in the repair process. We do have the recorded phone calls attached to your client profile and can send them to you upon request. 
  

  We would still like to resolve this issue and ensure that your damages are repaired and paid for in a timely manner, but we do still need the agreed upon documentation of the work completed, an itemized invoice, and the subcontractors W-9. Please give our office a call at ###-###-#### when you have obtained the required documents, and we will ensure the invoice is paid in a timely manner. If you have any questions or concerns in the meantime, please do not hesitate to reach out. 
  Sincerely, 
  ****** ***** ******* ******* *** ******** ******** ******** ******** * **********

  Customer response

  07/05/2023

  Complaint: ********
  
  I am rejecting this response because:
  
  I have made multiple call attempts to provide the $2000 quote to repair my house with no return call from your office. In December when your shoddy work was an issue for the 25th time, my husband had to show up at your office for your business to take accountability. I’ve kept the $2300 check you had to issue me because I had to downgrade my equipment due to your poor installation - this was the plan your service manger came up with. How an indoor unit freezes but my exterior unit worked in negative 8 degrees says a lot in itself. Then that unit wasn’t even installed right and LEAKED AGAIN! 
  

  Please provide an email address for the quote to be submitted. We will not be prepaying for the damage to be repaired. Once the quote is provided, we will need payment submitted by you so we can proceed with the repairs. I do not feel I should be out one dollar to repair the damage your business caused over and over and over and over again to my home. You did not need a W9 to pay me and you should not for this payment either. This is not income for us and the IRS does not need to be involved. You are making me whole from the damage your business caused. I refuse to jump through more hoops you are creating. Please make me whole ASAP. This is literally going on two years and I am sure Lennox will be very displeased to see how you are representing their brand. 

  Sincerely,
  ******* *********

  

  Business response

  07/05/2023

  Good Afternoon *******, 
  

  Thank you for your timely response in this matter. I wanted to apologize if my original communication caused some confusion, we are not requesting that your family pays for the work, but rather the contractor invoices us directly so our accounting team can write a check to the contractor. If you could email my team the quote for the repairs, then we can resume the repair process in a timely manner. Please send the quote to *******************************.  As far as the w-9, we can reach out to the contractor directly to obtain this document for your convenience. 
  

  I also wanted to address your concern in our teams response time and communication. Our software allows for recordings of all calls made inbound and outbound for quality assurance purposes, and then stores them in the clients profile so it can be accessed at a later time. With this in mind, the last records of communication that we have on file in your account are the two mentioned in my previous email, 1 from 4/18/23 and 1 from 5/2/23. We have no other entries associated with this account, but we would like to further investigate to ensure our system is operating properly. Can you please identify which number you dialed to reach our office, and then number you called from, so we can run a few tests?
  

  We appreciate your patience as we work to resolve this matter. 
  

  Thank you, 
  ****** *****
  General Manager

• Initial Complaint

  03/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I called them to come out and fix our heater. They charged us $700, they replaced every piece of the furnace except the drum. With all that they did, they couldn't fix it. They told us after this that we needed a new furnace. He should have told us before this. They didn't care when I called up there to ask about this. I want them to come out and fix it for free because I gave a lot of money to have it fixed.

  

  Business response

  03/20/2023

  Good Afternoon, 

   

  I am reaching out in regards to your HVAC Service concern. I located your account in our Customer data base but I was unable to find any service appointments within the last year. We appreciate you bringing this to our attention and would like to discuss this concern further. Please give our office a call at ************ at your earliest convenience. 

   

  Thank you!

  ****** *****

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

  Customer response

  03/27/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and will follow up at my earliest convenience.
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  12/29/2021

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  In April 2021 I signed a contract to purchase an a/c unit and furnace. Quoted price was $7131. After installation, the invoice stated itemized charges of $6632.54 plus $500 to total $7131. I called and was told that charge was what the company paid the financier for 12 months/same as cash financing. That statement was changed to the woman did not know why the extra charge. She was going to ask then call me back. After 2 weeks I called again. The woman said she could not tell me why the charge, but the invoice process has been changed as a result of my question. I have waited until now to register my complaint until the bill was paid to the finance company. The equipment works very well and I am happy with it. The technicians are very courteous and knowledgeable. My complaint is that I paid an extra $500 for the a/c unit and furnace and no one can tell me why. I would like an answer or the $500 returned.

  

  Business response

  12/30/2021

  *****, Thank you for providing us with your feedback. We do understand this was confusing to understand on the invoice. As previously stated over the phone you were not charged to finance the install. This was how we posted the finance chargeback on the invoices previously. This was something we were charged by the finance company but it was how we rectified it on the invoice. Your Invoice originally started with $7,131. we subtracted the amount of the finance chargeback from the invoice of $498.46 to which it totaled $6,632.54. This is how much we were paid by the finance company for the install after funding and that is the finance payment amount we posted to the invoice. The invoice is confusing because of how we posted the chargeback. The invoice reflects that it is to rectify that we were charged $498.46 for financing for this specific job for job costing and whether you pay cash or  finance the total for the install would still have been $7,131. Again we are sorry it is confusing and we are happy to hear you love the new equipment and our installers were professional as we do strive for this excellence on every call. Please give us a call if you need us to clarify this more over the phone. Thanks again

  Customer response

  12/30/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me.  The person responsible for writing the invoices originally told me it was a company charge for financing, then said that was incorrect.  Now the person responded that it is a company finance charge.  I'll know to not do business with them in the future  Thank you for your assistance in getting the correct information.
  
  ********** ***** ****

*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. ↩