Complaints

• Initial Complaint

  08/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have used Aspire Heating and ******* for my HVAC system for the since August 2022 for maintenance service 2 times a year. There were slight problems with the higher cooling necessary for the July 24 extreme temperature highs.I called Aspire and asked that they do their second maintenance for the year as the system was working but was sluggish. ***** was the tech for the call. He told me that the piston used was the wrong size installed by ******* 9 years ago in the new home that I bought. He stated that the piston would extend the life at this point but he could not be clear for how long. The estimate was $1,370.67. and the piston ***lacement was $951.00 plus tax . The system was working on July 16, 2024 when ***** from Aspire returned after my call for them to do the work. The entire estimate had been $1,370.67. It turned out that the piston size was accurate and that ***air need not have been done especially since the part cost $5.00per *****. The new bill was for $2,103.60. The invoice was paid. The system was working when he arrived and worked until about 2 hours after he left. Repairs are under a 1 year warranty as stated on the invoice . I called Aspire and was told that I had been told that I might need a new system so they wanted to make an appointment for me with their *** and he would give me a credit for the piston ***air $951.00 plus tax as a credit if I went with Aspire for the new system. I have received a much better cost and equipment and financing rate from a BBB+ contractor. I called Aspire and requested a full refund as I was under warranty for 1 year on ***airs. Their manager ****** said that they could not do that since the ***airs had been done. I questioned that as a 2 hour ***air was a not a ***air. The warranty was the reason that I signed for the ***airs but Aspire will not it honor it unless I were to buy the new system from them. A horrible work ethic.Attachments uploaded.

  Business response

  08/08/2024

  On July 1, 2024, ******************** contacted our office at 8:51 am and spoke with **** from our customer service team. She scheduled maintenance due to issues with her systems temperature regulation. Although she had reset the thermostat, the problem persisted. ******************** was concerned about potential major issues and requested a thorough inspection.
  
  Our technician, *****, visited Ms. ********* home on the same day and completed his assessment at 6:52 pm. During his 2.5-hour visit, ***** identified several issues, including a potential restriction in the piston (freon repair), the absence of a water safety switch, and a lack of clean-out access for the water removal system. ***** provided ******************** with two options: Option 1, costing $1,281, to address all identified issues, and Option 2, recommending system replacement due to its age and the scope of required repairs. He advised that if she chose to proceed with repairs, there might still be underlying issues.
  ******************** opted for Option 1 repairs and declined Option 2. On July 16, ***** returned to complete the repairs, spending approximately 7 hours on site. During this visit, he discovered that the ************* was malfunctioning and offered to replace it. ******************** agreed to this additional work, which was billed at full price. Subsequently, Aspire was able to claim a warranty on the defrost board and issued a refund to ******************** for the warranty credit.
  Despite these repairs, Ms. ********* system stopped working, prompting her to call for after-hours service. Aspire honored the one-year warranty on the repairs, and technician ***** visited her on July 16 at 9:09 pm. He provided a temporary solution by bypassing the outdoor control to allow the ** to function through the evening. ******************** indicated that she believed it was time for a system replacement.
  On July 17, *******, a seasoned technician with over 30 years of experience, visited to confirm the repairs effectiveness. He verified that the system was functioning correctly, with no unusual noises and proper cycling.
  Later that day, ****, our Comfort Advisor, discussed replacement options with ********************. Aspire offered a credit of $1,330 towards a new system, reflecting the full amount of the original repair. ******************** was pleased with this offer and agreed to the replacement, initially scheduled for July 19. However, that evening, she requested to pause the installation to reconsider her decision. On July 18, ******************** decided to pursue a different direction and requested a full cash refund.
  Given that the work was completed and parts were installed, we are unable to offer a cash refund. However, we remain committed to customer satisfaction and are prepared to credit the entire cost of the completed repairs towards her new system. Please note that this offer aligns with the terms of the service agreement and the nature of the completed work.

  Customer response

  08/13/2024

   I am rejecting this response because: This issue was confusing because Aspire stated in their last paragraph that they would refund the $951.00 plus tax as I was requesting. I will thankfully accept this offer if that is what was intended. However their wording in their last paragraph was a bit confusing and not stated outright.

  
  
  

  
  

  Business response

  08/20/2024

  Thank you for your feedback and for allowing us the opportunity to clarify our position.
  We apologize for any confusion caused by our previous communication. To clarify, we offered a credit of $1,330 towards a new system with Aspire. This credit reflects the full amount of the original repair and is intended to support you in exploring replacement options. Please note that this credit applies only to installation work performed by Aspire.
  We understand that our previous wording may have been unclear. While we are unable to provide a cash refund in this instance, the $1,330 credit towards a new system is extended as a gesture of goodwill, reflecting our appreciation of you as a valued customer. 

  Customer response

  08/22/2024

   I am rejecting this response because: I am requesting a refund of the $951.00 plus tax that was paid for the installation of a piston that I was told was necessary and in the end was not. I was offered this amount as a credit to a new air conditioning system but only if it was with their company. I received an offer from another company that was for better equipment, a much better price plus a much lower interest rate.  I have a fixed income and cannot afford a new system much less one that is severely inflated as compared to a second estimate. I did not accept Aspires estimate and then change my mind. I simply told them that I was to get additional estimates. It should not matter where I purchase the new system. I received a credit from Aspire and they are now refusing it. I am only asking for a partial credit from The original payment of $2,103.62.
  
  
  

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