Complaints

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• Initial Complaint

  Date:09/21/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  AHS dispatched ****** to our home in June for a central air tune up. I followed the advice of the technician who stated stop wasting money on expensive filters because they can clog up your unit and it’s better to buy inexpensive ones and change them monthly. Which I did. Fast forward to September and AHS sends out ****** to assess why our line is freezing up, the technician shows up smelling of cigarettes and alcohol. He does not diagnose the unit or check for leaks or a charge. The technician claimed our coils needed cleaned. The report submitted by the office manager claimed abuse to the central air unit and they submitted pictures of a unit that was not ours and of a filter out in our garage that we used to sift dirt (never used for the indoors). When I called the office to question this the office manager became hostile and belligerent and hung up the phone and picked it up and slammed it down on repeated calls. Do not use this company, if they are assigned by AHS, just pay someone out of pocket. This is by far the most unprofessional group of people I have encountered and they will take advantage of you.

  Business Response

  Date: 10/13/2022

  On Sept 16, 2022 we received a dispatch ticket from American Home for customer ****** ****.  I scheduled the appointment for Sept 19,2022. My tech went to the residence on 9.19.22.  He found the evaporator in the furnace cabinet which works with the air conditioning unit to be very badly dirty.  This contracts effective date was 5/4/2022. So, on June 2, 2022 we scheduled a call to do a clean and check.  The filter that was in the system that we pulled out of the system was very dirty. The outdoor unit was so plugged with debris that we had to wash it off with a water from the garden hose.
  Now we go to the appt on 9/19/22. The evaporator, was so plugged up the dirt inside was dirt webs. Due to not changing the filter properly. On 6/2/22 Customer was using allergen filter. Which my tech let then they not to use an allergen filter. Just use a Merv 8 or 10 and change it routinely. This evaporator was miss use and abuse and preexisting to the contract. The dirt that covered this evaporator did not all happen from the start of the contract on 5/4/22, this has been an on going issue.
  
  When my tech was there 9/19/22 we had to pause the job and then it gets reported to American Home Shield when it comes back to the office.  The customer was very agitated that we could not fix the unit that day. I explained that they are working with a warranty company and so things need to be called in. I submitted the claim to AHS and it was denied.  Customer asked for AHS to send a second opinion. It is my understanding that contractor must have agreed with our diagnosis and it again was denied and they told me the denial stands as is.
  I will also attach some pictures unit from 6/2/22 and 9/19/22.

  Annabelle 1 Pic is the evaporator and the cobweb dirt that did not occur since the start of the contract.  This pic was taken on 9.19.22

  Annabelle 2 pic is a picture of the outdoor condenser that was so dirty and plugged you cannot really even see the separation of each of the metal fins that an AC condenser has.  This pic was taken on 6/2/22

  Annabelle 3 pic is a picture of the filter that we took out of the system on 6/2/22.  As you can see the cob webby dirt that is also the same dirt which is in the evaporator on 9/19/22

  It is our job to determine for American Home Shield issues and items which are supposed to report.   We ****** Services did this and so did another contractor after us.

  Customer Answer

  Date: 10/13/2022

  
  Complaint: ********
  
  I am rejecting this response because:
  
  At no time did the technician advise us of any other issues.  When I called the office to request a copy of the paperwork, the individual that answered the phone hung up and then refused to answer the phone.  At no time did the technician check for any leaks, which after we hired our own HVAC company they confirmed multiple Freon leaks and even stated that any damage to the outdoor unit is nearly impossible except through weather systems.  He also stated that when ****** serviced the unit early in the Summer they didn’t do the job properly which may have caused the leaks.

  The technicians diagnosis is nothing more than someone who did not want to complete their job properly and attempt to take advantage of a disabled combat veteran.  There are multiple complaints against ****** Services for the very same issues.

  Sincerely,
  
  * *****