ComplaintsforAir Squad Heating & Air Conditioning, LLC

• Initial Complaint

  07/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In April of this past year, I had originally had Air Squad come out through American Home Shield for a tune-up on my HVAC. After the tuneup they had a list of items that needed to be fixed, to include more coolant in the system. My HVAC is about 11 years old, so I trusted what the technician said. I then put in another work order through American Home Shield so that he could come and fix the issues that he stated needed to be done. FAST FORWARD TO 07/03:On the hottest day of the year, my A/C unit goes out in the hottest part of the day. I called from 4:30PM to 6PM when their offices closed. No answer at all. I'm assuming their receptionist decided to call it a day.I had to call *************When ******* came out to see what the issue was (mind you it was 91 degrees in my house), and stated that my A/C unit was dangerously filled with coolant. So much so, that he had to release the coolant out of my unit in the amount of the 2lbs that I paid Air Squad to put in, because I trusted the technician who told me that we needed it.Vadym, the technician that was sent by Air Squad, I now question if he is even certified. Any Certified HVAC tech should know, that the 410a coolant that is used in an HVAC unit, EXPANDS IN EXTREME HEAT. So not only did my A/C run out, but I had my 2 year old at home. I GAVE AIR SQUAD THE OPPORTUNITY TO FIX THEIR ISSUE, but they didn't answer their phone when someone called. They offered to come out today (next day) to fix the issue, but I do not feel comfortable in having them touch anything with a 10ft ********** ****** already fixed the issue. When I explained this to the lOvElY woman that I spoke with, she stated that "All A/C Companies talk trash about the other ones, so they will tell you anything". My unit wasn't working, it wouldn't be trash talking if I watched the other technician drain the overfilled coolant and then *poof* my A/C started working.

  

  Business response

  07/07/2023

  We never got a chance to come and repair, so honestly I can't tell you what happened exactly.  You had a warranty coverage on your system and you made a decision to call you own contractor and pay out of pocket.  Sorry, but we never got a chance to make this right.

  Customer response

  07/07/2023

   
  Complaint: 20273647
  
  I am rejecting this response because:

  I tried to call the business during working hours the day that the problem arose and NO ONE answered the phone forcing me to call a separate contractor.  
  

  An emergency with an HVAC system in ****** is when temperatures are 80 degrees or above.  I had an emergency as the temperature was above 100 and my house was at 90 degrees.

  Failure to either staff accordingly or ensuring that phones are answered during business hours would be expected.

  i have yet to also receive a phone call from any type of management in regard to this circumstance.

  Ive explained that I want a refund for the $240 for the coolant that had to be emptied from my unit due to the uneducated decision that your HVAC tech made.

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

  

  Business response

  07/10/2023

  Please send us a valid paid invoice from ******* that states that refirgerant was recaptures from the same exact AC unit, dated and signed.

  When we receive the requested document, management will review and update if refund will be granted.

  Thank you

• Initial Complaint

  11/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have home insurance&I reported to my home insurance that I had a leak, someone from the company called to set up an appointment for their technician to come out and fix the problem. During the phone call I explained that I knew where the leak was coming from because I had the same leak back in 2018 so I gave the worker previous info about the leak for her technician. He came out here, made a hole in the wall to fix the problem because its the only way to get to where the leak is at.Its taken a month and a half for them to respond to my insurance company how big the hole was that the technician had to make in order to get behind that leak. For a month and a half this company has been giving us every excuse in the book on why they are not able to provide the dimension of the hole, some of the excuses they gave us was that the technician wasnt available and that they would get back to us. 11/11/2 I got fed up and I told the insurance company that its taking too long and they needed to contact them again and not get an excuse why they cant provide the dimension of the hole and finally this company lets us know that the technician claims that he never made a hole in order to fix the leak. They have no records of it. So I asked to speak to The manager and she claims to me that she was the one that called me to set up the appointment&in her notes she has records that in our phone call when she set up that appointment, that I supposedly told her that I had some third-party open up that hole before my insurance company came out there . Which doesnt make sense and theyre also saying that their technician did not report that he made a hole in order to fix the leak, so now theyre making it my problem the fact that their worker didnt report their proper steps of when they come into someones home&what he does when he comes and fixes issues.Theyve insinuated im trying to get one over my insurance&the only solution they have given me is to ****** someone to fix it

  

  Business response

  11/15/2022

  Our company did not open the wall.  Our records show that on 9/23/22, the plumbing technician repaired the leak using the opening that was already there.  The customer wants to make false statements to her insurance company, which we have refused.  She has become very irate and promised to ruin our reputation, because she did not have it her way.  I feel we have the truth and proof of it.  I will sincerely ask that this false complaint is removed.

  This is the email conversation :

   

  You guys are full of s*** The recommendation that you gave me, I Recommend you to shove that  recommendation up your a** because that doesnt help me on the mistakes that you guys made. And I will be contacting the bbb. 
  
  I don't know what else I can tell you, except we can recommend a handyman to patch it up for you, for a minimal fee.  Shouldn't be too expensive to patch and paint it.  
  I'm sorry that this has gone so deep, but we have been absolutely honest and open with you and American Home Shield, and are refusing to create untrue statements or admit to something that was not done by us.  As far as you staining our social media and complaining to agencies just to give us a hard time, is your sole decision which will be handled by us in a proper manned.  We have the truth and proof of it.
  
  owner/manager
  
  
  Tel: **************
  
  Fax: **************
  
  Email: **********************************
  
  Web: www.airsquadlv.com
  
  License # *******, *******
  
  _________________________________________________________________________________________________________________________________________________________________________________________
  
  From: Bee G <******************************>
  To: ********************************** <**********************************>
  
  I been trying to reason with you guys and I been very patient with your company for weeks now with trying to get the measurements that my home insurance company needs in order to patch up my wall that your company had to open up in order to fix a leak that I had in my home . My insurance company and myself have been trying to get a hold of your company for a month and a half now to try to get that information, one month and a half and several phone calls it has taken you guys to finally tell me and my insurance company that you just dont have that information on your end. 
  
  CLEARLY doesnt remember because he never wrote any information on what he did in my home and cant take responsibility so they both are going with the notes ****** wrote in that first phone call, hes just going with what the manager is saying instead of both of them just clearly looking at the whole picture and seeing that there is no way I would open this up by myself or someone I know or an outside provider from my home insurance. 
  
  And this is why people dont like dealing with companies like yours, you guys are corrupt you guys are dishonest. Its disgusting that this company would insinuate that I would try to get one over on my insurance company and its disgusting how dishonest they are. In this situation, I feel like it was a misunderstanding but now clearly the employees that work for this company cannot take accountability for their misunderstandings and mistakes that I have to suffer the consequences. 
  My baby and I cant get around in that room anymore because of the hole that was made and me being scared that my baby is going to get hurt because I cant get it fixed because of the lack of accountability that your company has. I have a hole in my wall that I cant get fix because of your mistakes and your misunderstandings. I will be contacting the BBB regarding this issue. I will get all the information that I need from my home insurance to show them back in 2018 I had the same leak that your technician fixed and I will show them that they also have to have someone open the wall and they had to have someone come back to my home to patched up that same wall. This company is disgusting and I will be posting this email on all your ********************* and any kind of reviews that you guys have in order to inform present or future customers how unprofessional and dishonest this company is. 

   

  __________________________________________________________________________________________________________________________________________________________________
  
  This is the notes with dates and time of the original dispatch:

   

  Notes

  
  Action Notes Note From Last Modified By Last Modified Date

  
  Edit | Del H/o called in stating that WE cut an access hole to fix her issue. Spoke to the tech twice and he stated that he made no hole, explained to H/o that our tech made no access hole at the home, reading my last note to her about the access. H/o claims that i... S *** Office Air Squad, 11/11/2022 2:12 PM 11/11/2022

  
  Edit | Del Replaced tub, spout pipe in wall remounted installed new tub, diverter job complete S *****************, 9/30/2022 1:38 PM 9/30/2022

  
  Edit | Del Upstairs master, bath tub spout, mounting 90 is broken and tub. Diverter is leaking. Parts are in stock. Will need one hour for installation. S *** Technician, 9/27/2022 1:48 PM 9/27/2022

  
  Edit | Del bumped down 1 hr
  office gd S *** Office Air Squad, 9/23/2022 12:47 PM 9/23/2022

  
  Edit | Del H/o had a company out there at one point and access was made that they didn't repair, H/o asked if we make access will we fix it, explained to H/o that if access needs to be made we dont repair it after. H/o understood.
  office-agm S *** Office Air Squad, 9/23/2022 11:10 AM 9/23/2022
  
  

  Customer response

  11/15/2022

   
  Better Business Bureau:
  
  I want to let you guys know what kind of company this is, Im sticking with what I said this company is dishonest they cant take accountability and are untrustworthy and they are liars. They all cover up each other and try to point fingers at the customer. Like I said if you look at the bigger picture of everything, everything I am saying makes sense,  your proof is no proof at all. your notes are as useless as my TRUTHFUL  words. No sign signature on any paperwork , no pictures of the hole being there before you got there, not providing the phone call recording from that first appointment set up where the misunderstanding started. The comments I made on your review sites, they will stay up there because they are true and I want every customer that you guys have to know what kind of business you guys run and I just want to let this company know that my insurance is either way taking care of this.  I would not go through all the trouble of doing this and reporting you to the BBB and our your reviews sites if you guys didnt open up the hole on my wall. Im reporting you to the BBB so they could keep this complaint on file for the next person you guys do this to. 

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

*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. ↩