ComplaintsforAir Care Heating And Cooling

• Initial Complaint

  09/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had scheduled service last Friday to resolve an issue with water collecting in a drain pan. When the technician checked the system, he originally said I needed a new pump. After I told him the pump was only a year old he tested it and confirmed it was in fact working fine. His next determination was that it was due to a clogged line, so he blew into part of the line and he felt the issue was resolved. I paid for the service and also signed up for the maintenance plan.I checked the pan over the weekend and found the issue had not been fixed as more water continued to come out of the secondary drain. I filled out a contact form on your website requesting a technician return to ensure the issue got resolved.****** responded Monday morning to confirm receipt of my message and promised to have someone contact me shortly. As of early Wednesday morning I'd received no response so I emailed back asking when the issue would be resolved. At the time of this writing Wednesday night I still have received no response. This has been a disappointing experience with your company and doesn't fit with your promise of satisfaction guaranteed. While I understand mistaken diagnoses can happen, it is very frustrating to have stayed available 8 hours for an arrival window Friday only to have the issue not be resolved and additionally not receive response or resolution after multiple contacts. Here is what I am now asking:-Send a technician no later than Friday 9/15 to ensure the issue gets fixed -Provide a reasonable arrival window of no more than 4 hours If you're unable or unwilling to send someone to fix the issue by Friday 9/15 and provide a reasonable arrival window, please cancel my maintenance plan and initiate the refund process for it.

  

  Business response

  10/02/2023

  I was able to speak with the homeowner in reference to his complaint. While I wish I could do more, he did say that a refund would resolve his issue at this time. Thank you.

   

  *****************************-Brown

  AirCare Heating and Cooling

  Customer response

  10/06/2023

   
  I am rejecting this response because I haven't yet received the refund and am still waiting for confirmation from the business when I can expect it.
  
  

  

  Business response

  10/06/2023

  Initially, when I spoke with ******************, I advised that with the credit card charge in the disputed status we could not refund, as the money has already been deducted from our account and could not be refunded until the charge was out of the disputed status with the credit card merchant processor. As of the writing of this response, the merchant processor has not deposited the funds back into our account to process the refund. I did leave ****************** a message earlier today to advise of this current situation and do have the accounting team on *********** for the funds to be redeposited, so that the funds can be promptly refunded to ******************. If there is anything else we can help ****************** with until the transaction has been completed, we are happy to do so. Thank you. 

*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. ↩