ComplaintsforA & R Complete Service Corp

• Initial Complaint

  08/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company installed a new HVAC heating and cooling system at my house in mid 2023. The process was fraught with problems, and I ended up with a mismatched system running on oil fuel, which I had specifically asked not to have. It was difficult to get them on the phone at any point during the installation process and now, I am unable to get them to respond to any communications for servicing the system a year later. I dont even have any of the warranty information from my new system. This company is poor customer ********************** and Im unsure whether they are legitimate in terms of their dealings. I was surprised after months of being told. I was going to get a system of furnace and Air mover along with AC system that was installed poorly (air mover was actually installed upside down).

  Business response

  08/26/2024

  We did replace the system with an oil bring furnace like for like just like Customer had before that is the only source of heat that Home has the only other way to install. Something different would be if they contacted electrician to change the voltage to get a heat pump which they did not do or want so we went back with the exact same system, we did leave an invoice one year warranty through complete service for labor and equipment manufacture warranty, and if they register it through the manufacture website themselves I have reached out to the homeowner and he will be giving me a call back to resolve any issues

• Initial Complaint

  08/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Service requested through American Home Shield home warranty, first service call was on 7/30/2024 they added refigerant and left without fixing the leak, A/C worked for 3 days and failed again, afer calling multible times with no answer left messages with no responce, after a few days they answered, they came out on 8/7/2024 and again only added some refrigerant and replaced a capacitor again they did not find or fix the leak and 3 days later it failed again. Been calling all morning and they do not answer also complained afer the first visit that they failed to replace the service port cap and it is still missing on the high side. now awaiting service call number 3

  Business response

  08/29/2024

  We were there two days ago to correct the problem after replacing the *** that was leaking and added more refrigerant. We did have to send another technician back and he found a leak in the system that was close to the *** which probably was the initial problem and we apologize for any inconvenience for not finding at the first time but as of the 27th, the problem was corrected as far as getting a hold of the office I apologize as well weve been shortstaffed and the whole times have been very long.

• Initial Complaint

  08/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They replaced my ac coils 3-1-2024.And in June 23 to 25 of June no AC i call my home Ahs,they could no come for five so Ahs sent some one out.They found the drain line plug something in the line blow line out.Then on July 27 plug again 28 and 29 no AC.Then on Aug. 3 went out again no AC' Line plug again drain line.

  Business response

  08/29/2024

  We did replace the evaporator coil yes but the drain lines were the existing drain lines. We did not replace those. We just hook up the same drain lines to the new evaporator coil. 

• Initial Complaint

  07/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 7/12/24, a new a/c unit was installed at my residence in ******, ** by A&R Complete Service Corp. I was told permits were needed and the company would get them. They did NOT pull permits and installed the new a/c unit without them. I have tried contacting A&R Complete Service Corp. daily without any success. I have other issues with the a/c unit installation that I am unable to resolve without speaking to someone at A&R Complete Service Corp. At one point, the day after installation, the tape and putty had let go due to improper installation and my garage was cooler than my house. And 2 weeks later, its happened again. I do not want to spend more money on this debacle but I will so that I can get an inspection for safety reasons. Also, I was emailed a Work Completed Acceptance Form for me to sign, but it was signed by someone else. I didnt accept or sign for the work provided.

  Customer response

  08/15/2024

  My complaint with A&R Complete Service Corp was resolved on August 8, 2024. I am satisfied with the work completed on that date.  
  

  l am still awaiting final inspection from ************** 
  

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

• Initial Complaint

  08/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We filed a home warranty claim due to a severe leak in our bedroom ceiling on 07/31. On 08/02 A&R Complete Services sent a plumber out and after we explained what was going on, he declined to climb into the attic to confirm the issue and instead stated that it was an HV** issue and the company would send out an HV** tech the next day instead. On 08/03 the tech came out and confirmed the issue was a *** pipe connected to the ** condenser was disconnected. The technician indicated that he would need to get approval from the warranty company prior to beginning repairs and confirmed that this would be a covered repair so he will be back in a few days to fix it. My husband asked how much it would be if we just paid out of pocket to fix it now and the technician said that he would need to cut out the old pipes and replace them so it would be $400, so we decided to wait on the warranty company. Later we received a call from the warranty company indicating that they were denying our claim as the tech had told them that this issue was not due to normal wear and tear and could have only resulted from someone manually pulling the pipe out of the elbow joint. This pipe is in our second story attic, so he was intimating that we had climbed into our attic during the ***** summer, crawled 10ft to this pipe and jimmied it out of the elbow joint in order to cause a leak that resulted in what is now a 3x5 hole in our ceiling.Our warranty company stated that we have no recourse other than paying out of pocket the estimated price that the technician had provided them, which was now $649.We have since contacted another licensed HV** company who stated the *** pipe just needs to be fitted back into the elbow joint, re-primed and re-glued as it looks like the glue and primer has failed. This is apparently not uncommon in the **************** due to the extreme heat and homes being built suspended, which causes pipes to shift and places increased pressure on the joints.

  Business response

  08/07/2023

  Yes, we did report to the home warranty. It was not normal wear and tear pipes. Do not pull out of glued fittings normally, we would let the home warranty know that the pipe did not have enough length, and it was constantly being polled, which is why it came out there for more PVC pipe needs to be added and glued. We cant control if they covered or not we just gave her diagnosis. The technician did tell the customer could be anywhere between four and $600 for the repair went on site. The deductible was paid to the home warranty not to us. Therefore its not for us to refund and I think its ludicrous to request us to pay your water damage when we had nothing to do with the failure. All we did was diagnosed how it happened and report to the home warranty. The customer was more than welcome to get a second opinion by the same home warranty. If thats the chose to do they chose to go outside of the home warranty and get another opinion that would be their choice to do! at this time, we are not excepting any responsibility for the failure of the pipe being that we didnt install it or excepting responsibility for the damage that it caused because we didnt install it. All we did was diagnose it and they couldve asked for a second opinion from the home warranty if they chose they have that right!

• Initial Complaint

  07/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The ac unit doesn't work, I have been waiting for ac part for over a month. I have no ac at all.

  Business response

  07/05/2023

  We understand its hot, and that the central AC is not working the evaporator coil has a leak in it under manufacture warranty, and first company is behind on their manufacturing I pulled strings and had a rush. We probably have a week left before it arrives to us and until then we did provide the customer with a portable AC unit. Theres nothing we can do at this point being that its under manufacture warranty, and it has to come from the manufacture. They literally made this coil to order.

  Customer response

  07/09/2023

   
  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.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  05/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  A & R complete services came out to my home in the area of ***** and said my compressor was bad after his visit. BUT before my visit with this technician it worked fine! He said I needed a new compressor for my kids room or some Freon added. Which they charge $100 dollars for per pound. Ridiculous! I called the office that same day and told them that when the technician left I heard a sounds coming from my compressor and there was a leak! They put me on hold it came back and said the technician mightve gotten his whole stuck on it which is complete BS!!! he was trying to falsely charge me to get my AC low on Freon so I can pay this company. Its a complete scam and theyre technicians. Dont know anything they just like to steal your money. Try to stay away from this place. BBB needs to investigate this so called company.

  Business response

  06/07/2023

  It was not a false diagnoses and we were not just trying to charge for refrigerant , when you have a bad compressor you need to put new refrigerant in the system and thats why you put in a service call from the start because it was not working your issue was the compressor the service core did get stuck when he disconnected his hoses so we sent him back to correct that, that was noise you heard but new refrigerant is a must with a new compressor the old refrigerant is no good anymore when a compressor goes bad we cant reuse it I am sorry you are upset your warranty company does not cover all the cost for refrigerant but thats between you as Ahs that is what your contract states we cant control that!

• Initial Complaint

  05/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In following up on an A/C tuneup recommendation by A&R, I requested service through American Home Shield for A&R to replace two failing capacitors. I expected this 5/14/23 job to be simple and routine, but the technician arriving told me that he couldn't do it because my two-storey condo building doesn't have a "man ladder" to access the rooftop A/C unit. This was the first that I had ever heard of any HVAC technician declining to do work because of the absence of such a ladder. The 300-unit condo complex is about 60 years old, and undoubtedly hundreds, if not thousands, of tuneups, services, and repairs were performed on these units over the decades, including by A&R itself. Some of *****'s best known HVAC companies have come and seemingly unhesitatingly done work on these units using their own ladders to access the units. For example, ****** did my tuneup last year with no problem. Now, all of a sudden, this ladder issue is considered an accessibility issue for which A&R declines to refund my $125 service fee. Therefore, I received nothing of value for this fee. The dispatcher certainly didn't ask me about this ladder beforehand, which would have saved me from wasting $125. My understanding from speaking with A&R employees is that A&R technicians are familiar with these condos, so I also hope to save possibly my own unsuspecting neighbors from a similar loss.

  Business response

  05/17/2023

  We can not refund their service fee due to the fact they paid the home warranty the service fee not ** we billed the home warranty a trip charge for showing up but for them to get their money back is between the cust and the home warranty and yes if a property is a multi family home it is home warranty and our comm pay policy to have a man ladder attached to the building we can put our ladder against for safety reasons in the past it was not a requirement but the last few years that procedure has been in place I am sorry for any Inconvenience this may cause!

  Customer response

  05/18/2023

   
  Complaint: 20072099
  
  I am rejecting this response because:

  *** probably doesn't want to refund me because A&R charged it the trip charge for a completely unnecessary trip. The *** representative also told me that A&R "diagnosed" that I don't have the "man ladder," and receiving this worthless diagnosis seems to be the main excuse for *** not to refund me. If the A&R dispatcher had asked, I could have told her that none of our buildings have a "man ladder." And why would I even think that this ladder issue would be considered an accessibility issue when A&R did the tuneup just five days before without any problem? I was simply following up on the recommendation made during this tuneup when I was blindsided by the sudden requirement for a "man ladder." I specifically requested the same technician for the follow-up visit because I like him and especially because he said that he is familiar with our condo complex. The dispatcher assigned me someone else and told me that he is also familiar with our condos. All your technicians don't seem to be on the same page, which was exactly what I was afraid of when I was assigned someone different. 

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

  Business response

  05/19/2023

  I cant look up any info without an address in my system I apologize but it should have been the same tech who did maint that came for service if we did a maint a week before but all my guys should know we dont go on multi family homes with no man ladder and if you did get a tech that went up you did get your maint done at least what should have happened was at time of tune up we should have said we cant go up and you still would have Been charged by Ahs for the tune up because we would have charged the trip charge then too I am sorry you dont agree with ** charging a trip charge but we do not have the power to refund you what you paid Ahs and I will be reminding all my techs again man ladder is required!

• Initial Complaint

  12/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I Called AHS, American home shield to fix my heat and paid them $125,. I'm a disabled retired ****** barely making ends meet. They sent A & R.shad an employee of A & * went up into the attic for 5 minutes w/ NO Tools in late August to fix the heat before it got cold roughly 3 weeks later as he didnt feel like working in the attic heat at the time and said "It was fine". "Total Criminal Liar", it was not fine. He even lied and said the Heat wasnt even on the list when he got there to fix it (Which it Was!!) . I Obviously complained to **** the owner at A&R.3 weeks later another employee **** came out and quickly put some switch in, the heat worked for 1 week then went out again. This was just past some Arbitrary 30 day warranty now by 1 week and the owner **** said we were basically Sh** Out Of Luck very rude !!!. ******90 warranty is even wtitten on the Receipt***** it's only been 5 weeks and they just don't care and will not stand behind their work!!! I Just called AHS again and had to pay another $125 for a "3rd person" different company to come out now again for the SAME THING that should have been fixed correctly the 1st time!!! Criminal Incompetence!!I'm currently sitting in a 58 degree house surrounded by broken mini heaters because **** the owner of A&R couldnt do the right thing for a crippled senior citizen military veteran even to make sure "their" work was done correctly as good faith just to come out again!!!Horrible service and a complete lack of basic competence and compassion...

  Business response

  12/03/2022

  We replaced an igniter moths ago and it worked fine after repair customer is mad that the home warranty recall period is only 30 days and wants us to cow out for free ti save them from paying service fee again but we cant control that we were contracted through ahs and in order to go back out we would need another wo if the customer does not want to pay another ********************** fee to ahs then they wont send us another wo but this repair was through ahs so we would require another wo cant get around that! And after repair customers heater was working more than likely its a different issue!

  Customer response

  12/08/2022

   
  Complaint: 18512002
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************

  Please take note carefully: ***** with A&R came to our house to fix the A/C and Heat on 9-27-22 it was still hot and after A/C fix and he did not want to go in the attic to work on the heat and said the heater was not on the list, which it was, he Lied. He went in the attic with no tools for 3 minutes and said "it was fine". He Bold faced lied again, it was not working!!!. He said to try the heat later it will be fine. Before the 30 day warranty was up we called A&R again to have them come back out. **** put in a Pilot ignition Module which was NOT the problem. The heat only worked for a week but was still hot out so did not use it right away. Now that it's cold the heat does not work again and they would not come back out!!! even though the receipt clearly states 90 day warranty and had only been 5 weeks.

  We had to pay another $125 to have a 3RD company come out and tell us it was the Fan Control Swith that was faulty and NOT the pilot ignition switch that was replaced.

  The injustice here was that had ***** diagnosed this PROPERLY THE FIRST TIME TO ACTUALLY ATTEMPT TO FIX IT WITHOUT LYING SAYING NOTHING WAS WRONG ALONG WITH **** THE SECOND TIME DIAGNOSING IT PROPERLY WE WOULDNT BE  IN THIS POSITION IN THE FIRST PLACE.

  We are seeking our original $125 back as for total "Bad Fairh" and TOTAL dereliction of their proper Duties or we will proceed with small claims court and other legal Avenues

  It's sad this company has North of 10 complaints already on file and I can now see its for a good reason.

  I am a retired military disabled veteran and have been sitting in a 59 degree house for more than a week now..

  Thank you

   

   

  Business response

  12/09/2022

  Once again I am sorry you dont agree however we were sent through your home warranty you had a bad igniter it would not ignite , we replaced your igniter and it worked you have a 20 year old system we cant control something else broke after the igniter when we talked you said it has to be the igniter again no way my system has another failure now you are saying it was a different failure thats why home warranty only gives you 30 days recall period for different issues you must go through them we cant come out directly for free if we were contracted through Ahs we fixed the problem you had at that time now you have a different issue with unit!

• Initial Complaint

  10/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Memorial day weekend, my A/C unit broke. I called American Home Shield and got assigned a tech from A&R and he came out and found out the compressor grounded out. Three weeks later the part comes in and they repair it with an out of pocket cost of $1200 for service and refrigerant. Jump to mid October, we are getting ready for non-ac weather and the compressor shorts out again. I get assigned the same company and they want to charge me $1000 dollars to fix it again, claiming its for refrigerant again. My argument is the compressor/repair should have lasted more than three/four months and I shouldn't be responsible for the refrigerant. I've done some back and forth with AHS and The ** company and I'm not sure where to go, The compressor is under warranty

  Business response

  11/30/2022

  We can not control a compressor shorting out , it does not mean it wasnt installed correctly it means the compressor supplied by the home warranty company was defective and it is under manufacture warranty however when a compressor is grounded the refrigerant is no longer good and needs to be recovered and disposed of and new refrigerant needs to be installed and the contract that is between the customer and the home warranty only covered $10 per lb per occurrence so unfortunately the cost of refrigerant is going to be involved with the second compressor thats a conversation for the customer and the home warranty to have but as a contractor we have to collect for that refrigerant the job is warrantied through the home warranty company not us when work is provided through them.

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