ComplaintsforArco Comfort Air, LLC

• Initial Complaint

  07/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had a tech out to service our A/C unit. He saw that our water heater expansion tank needed replaced. He quoted us $349.20 to replace it. The part is only $50 at the local stores. When inquiring about our warranty we had with our water heater we were told that they weren’t included in that and its manufacturer warranty was out of date. No where on the receipt from our water heater does it say an exceptions to the 12yr parts warranty. The manger’s response when I spoke to him was “well, we’re trying to run a business here” . He asked about the technicians time, and the technician was already being paid for his time because he was out on a service call that was already pushed back months. Not only this but we have gotten furnace filters through them for years. Two yrs ago we paid $100 for a years worth of filters. Today they quoted us $275. That’s quite the jump if you ask anyone, and there is really no explanation for it and the expansion tank other than DECEPTIVE PRACTICES AND PRICE GOUGING!!!!

  

  Business response

  08/02/2024

  To clarify, your Rheem water heater does carry a 12 year manufacturer warranty but the expansion tank is an accessory so unfortunately while they are often required together they do not carry the same warranties. The invoice sent from our software utilized in 2019 should have specified this information.

  
  We are sorry to hear you continue to feel this way. We do not dispute that similar products we offer are available in local stores and online and we know how easy it can be to become fixated on such information as the cost alone. What does not populate in such a search result or in the store is the reminder that with our pricing you are receiving so much more than a product, like the convenience of having someone who has dedicated their life to mastering their trade prevent an even bigger inconvenience, peace of mind you are in good hands and confidence in knowing that should any issues arise, we are still there to help and stand behind our work. Qualified technicians could make jobs look easier than they are because they are experienced and have invested in the right tools and training to complete their repairs with our customer’s safety top of mind.

  
  Ultimately, we are running a business but one that values both our customers and our employees, so we take tremendous consideration into developing our flat rate pricing model and remaining up-front and fair is always the priority. While we understand the nuisance and financial strain of an unexpected repair we take pride in our practices, prices and our technicians and find that a refund on work presented, accepted with a signature and completed as described cannot be justified. 

  Customer response

  08/02/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

  The technician was already at my home for an appointment that was pushed back over two months by ARCO to inspect our A/C unit. The technician not only made my wife feel uncomfortable with the way he acted, he failed to investigate a hard startup on our A/C my wife had talked about because he “heard it and it didn’t sound right but he tested it and it was ok” when last year a senior technician told us we may have to have a capacitor installed by the following season. Along with that we let him use our bathroom to which he couldn’t even close the door all the way according to my wife. Then he complained to my wife that “You mean I have to drive that far” when she told him where the nearest Home Depot was.
  You can NOT tell me that filters that only ARCO seems to sell can go from around $100 to $275 within 2 years, after the original person I spoke with about the filter told me $135. Then after “speaking” with someone because I questioned that vs what the tech told us, she came back and said “Oh yeah, they are the $275” It demonstrates the price gouging I was referencing. 
  As for the schooling and such “I’m paying for”, the tech worked on that specific job for less than an hour. Like I said, BLATANT PRICE GOUGING. 
  The receipt for the water heater is all we received from the tech at the time because it was a scratch and dent water heater, if ARCO still has the email receipt for it I would love to see it. And since the tech that installed it probably should have put some support for the expansion tank to begin with, which wasn’t done when we got the water heater,  I could probably say that it wasn’t even installed properly to begin with. 
  

  
  Regards,
  
  ******** ********
  
  
  
  
   

• Initial Complaint

  01/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They installed our new furnace a few years ago and suddenly, during the coldest month of the year, it randomly stops working. It even stopped working on the day that the technician came out for the regular maintenance check-up and he did absolutely NOTHING to fix it. My husband called 6 times before another technician came out a week later and all he did was make excuses that it can't be fixed. So they don't give a crap if we freeze to death all because they are too lazy to fix the furnace that they installed. AND we have a 15 year warranty on it as well and it was only installed about 3 years ago, so yes, they are responsible to fix it if it's not working and they won't.

  

  Business response

  01/24/2022

  We are incredibly disappointed you are disappointed. We would never want anyone to feel that we are not doing everything that we can to help a customer, especially those in situations with no heat. I show a different series of events in your record history; It was notated that the Tune up was successfully performed, the stat in the home was re-set and we left the unit operating, as we would never leave the home without it operating to manufacturer specs. A side note was recorded as well that the tech did suspect someone in the home was ill, with everything happening in the world today we do take these reported incidents very seriously hence working often times with a skeleton crew. This is both for office and field staff which as severely delayed response times and scheduling turn-around; that specific tech was required to pull off the job until a test with results had been obtained. According to the calls associated with your account, you did in fact call after hours in which the on-call tech connected with your husband to try and trouble-shoot over the phone. We have found this both appreciated by the homeowners via feedback "studies" but also beneficial to eliminate several unsuccessful trips and planning for the return visit to be most prepared for and impactful. This conversation was recorded ending with our tech being hung-up on. We understand frustration and things maybe not being communicated in the most effective way so this is a non-factor in the situation but it did push the call down the list as we handle them in the order they are taken while after hours. When contacted from the office upon opening, we were able to schedule for next-day. During this visit, the tech did take notice to the immediate issue and addressed but also did notice to a potential future issue and took time to make those alterations to avoid this. Not only was the furnace one again confirmed by homeowner as operating before departure, it was also explained that the gas pressure was noticeably dropping slowly and seen Dominion working across the street and while there was no indication this should be occurring and being unable to wait for them to finish, we asked you contact us once they are gone should any other issues arise. Since the 1/11/22 on this last visit, we have not heard from anyone and suspected all is well. We hope that you will continue to allow us to service you as we always honor or maintenance plans and extended warranties. Please reach out via email should there be further concerns that you'd like to address. ******************* Thank you for your patronage! 

  Customer response

  01/25/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

  The problem has not been resolved and the furnace has not been fixed. It is still randomly shutting off. We will also be attempting to get in touch with them to have this problem rectified because it is still under warranty. 
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  
  ********* ************
  
  
  
  
   

  

  Business response

  01/25/2022

  We are currently awaiting a reply to latest email exchange so we can coordinate service. 

• Initial Complaint

  12/09/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My 98 year old father, ******* ****** purchased a maintenance contract from this company. I have been trying to manage this for him. The contract is under his name. We had a scheduled service call for a furnace check-up scheduled for Tuesday, December 7. No one showed up. I called the company on Wednesday, December 8 and no one returned my call. I called the company on Thursday, December 9 and no one returned my call even though I was told that since it was a second call, it would have priority. They either need to perform the service which is already paid for or return the money paid.

  

  Business response

  12/27/2021

  We sincerely apologize for these extended response times you've encountered as of late, This pandemic has certainly hit the HVAC industry from every angle and we are actively learning to navigate through all the new obstacles. Although the situation continues to
  evolve rapidly, Arco remains fully committed to pursuing the completion of our work in a safe, diligent and reasonable manner under the current circumstances and while it appears sometimes we are not as prompt as in the past, we are working effortlessly to ensure everyone gets a response and all service maintenance contracts have been fulfilled. I am happy to see that the office was able to connect with someone on 12/11/21 and completed this service on 12/21/21. Please reach out anytime if there is anything we can do for you, your business, trust & patience is greatly appreciated!

*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. ↩