ComplaintsforAir Plus Services

• Initial Complaint

  06/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Air Plus Services in Sumter, SC is the contractor that our home insurance American Home Shield uses. Air Plus was sent to our home over a month ago to fix the A/C unit and it still has not gotten fixed, all they did was add freon 5 times and always comes back because the problem was not fixed. Last week they found the issue, the fan is busted and the leak is from two hoses rubbing together but now we have to wait until Friday because the part won't be in until Thursday afternoon. There is a heat wave of over 95 degrees this week and we have nothing to reprieve ourselves from the heat. They are not willing to figure out a way to help us with this heat until the part comes in. It is not our fault that they have incompetent people who do not know what they are doing. This could have been avoided a long time ago but this company apparently does not care about the elderly or the sick. I suffer from anxiety and the heat heightens it and it is hard to breathe. My granddaughter suffered from heat exhaustion last week and got sick vomiting. This is a health concern for my family and my two young grandchildren will be visiting up this weekend and they suffer from asthma so this heat is not conducive for them. I need your help!!

  Business response

  06/24/2024

  I apologize for the inconvenience this customer has experience.  We cannot help delays in parts but understand the extreme heat can cause problems.  As far as the leak that developed after the part was replaced that is unfortunately beyond our control.  Again I apologize for the problem caused to this customer.

  Customer response

  07/01/2024

  The A/C unit part did come in and they came Friday morning to fix it but then the A/C unit wouldn’t go lower than 75 degrees and the air was coming out very slow.  We called and they came this morning.  The man checked the compressor and that was working so he put some more freon in the unit.  They said to take a picture of the thermostat in the morning and then again in the evening and send to them.  He said to do this Wednesday and Thursday.  As of now, we are waiting and hoping it does work efficiently.

• Initial Complaint

  10/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  First issue I have had issues with my AC unit since purchasing the home in 2019. A technician made repairs in the attic on 9/11/23. The repairs were completed, and the air conditioner functioned normally but on 9/13/23 was the first day we entered the garage where the entrance to the attic is and discovered water pooling on the ground and water dripping from the ceiling. When going into the attic to investigate the cause of the damage it was noticed that a connector had been unscrewed and water was pouring out. This connector is around the same area where maintenance was being done. Since it was discovered around 8:00 P.M that night I contacted American Home Shield to see if they could get into contact with air plus services, but they were having issues contacting them. Eventually I was able to have the owner of Air plus Services come inspect the attic on 9/21/23 and was told he would contact his technicians and get back to me. Since then, I have called multiple times on 9/28/23 and 10/04/23 and left my contact information in voicemails trying to get a status update but am being purposely ignored.

  Business response

  10/23/2023

  I would like to apologize for the inconvenience.  I was waiting on a return call from our repair person for such matters.  I will double my efforts to get this situation resolved and again apologize for the inconvenience.

  Jasen Rowe , Owner

  Air Plus Services

• Initial Complaint

  12/28/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My downstairs HVAC stopped heating the my home. Therefore, I called ******** **** ****** (***), paid the $100 fee and Air Plus Services technician showed up on or about 17 Nov 2022 and informed me that the heating coil needed to be replaced and there was no freon in the unit. Air Plus Services recommended replacing the 20 year old unit rather than spending $1700 on freon, which I agreed. I applied for ProConnect financial assistance for 16 SEER Goodman, 2 Ton Unit but was disapproved. Therefore, I informed ProConnect representative I would use a credit card to pay for two (2) HVAC units for upstairs and downstairs. Jason Rowe told me a few days later that the Goodman HVAC Units was no longer available and offered me a 14 SEER unit, which I told him do not offer me anything else below a 15 SEER unit because January 2023, 15 SEER will be the new standard. The temperatures in Columbia have been below average for several days. I believe Air Plus Services and *** have failed and neglected their duties and responsibilities to me during this time. Both businesses have caused me to purchase additional space heaters to keep me and my 3yrs old grand daughter warm in the evening and during the extremely cold nights. I ordered BRYANT 15 SEER 23 Dec 2022. Waiting for parts this long is unbelievable. Help

  Business response

  01/03/2023

  To Whom It May Concern

       This is Jasen R*** Owner of Air Plus Services.  This did purchase a system upgrade from ***/*** *******.  Our company is just a contractor for *** and cannot go any further with equipment change out until we receive the correct information for billing and the equipment itself.  I hate that this customer has had to go this long without heat but it is out of our control.  If we receive the information and the equipment we need we can get her on the schedule.

  Jasen R*** 

   

  Customer response

  01/03/2023

  
  Complaint: ********
  
  I am rejecting this response because: it is an inexcusable reason AND I expect my $100 refunded. Airplus should be permanently removed from *** List of contractors. 
  
  Sincerely,
  
  **** *******

  Business response

  01/04/2023

  *** is who you need to get your money back from not us. your part is on back order

• Initial Complaint

  09/08/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I submitted a service request on 8/20/22 to AHS and it was assigned to Air Plus. I received an appointment for 8/22/22. The technician came and told me I needed a coil and freon and that I will have to pay half before the part could be ordered. I asked how long it would be before the part would come in. I was told 2 to 3 days. I paid half on 8/22/22 in order to have the part ordered. I called Air Plus on 8/24/22 to check to see if the part was ordered and was told that it was. On 8/29/22, I called Air Plus to get an ETA on the part and was told the only information that they had is that it would be in the week of the 29th. I made several call to AHS and Air Plus throughout that week. When I called Air Plus on 9/1/22, I was told that they were trying to get in touch with me to schedule an appointment but I didn't have any missed calls or voicemail. At that time I was scheduled for an appointment on 9/2/22 between 8am and 12 pm. I received a call later that afternoon on 9/1/22 cancelling my appointment because the part did not come in. They were researching why and would get back with me. I never received a call. I called back on 9/2/22 and asked did anyone find out what happened. I was told that the technician would give me a call by the end of the day to let me going on so I would not go through the weekend trying to figure it out. Again no call. I called again on 9/6/22 only to be told that they are still waiting on the part. I have also called AHS several times concerning this. I was told that the part could be ordered through AHS since they have more suppliers but the contractor refuses because they preferred to go with their contractor. This in terms showed me that they do not care about the customer they prefer to do what they want and not what's in the best interest of the customer. It 's now 9/7/22 and I still have no air and no ETA.

  Business response

  09/13/2022

  Business Response /* (1000, 5, 2022/09/09) */ We are sorry for all the problems concerning this customer. Our office was told by the supplier the evap coil for this customer was in, but then called our office back to inform us that they told us the wrong evap coil as we had 3 ordered from that supplier at that time. As far as AHS supplying the part they would have had to use the same supplier as we did. (manufacturer) The customer is scheduled to have the coil replaced on Monday 9/12/2022. The appointment was made on 9/8/22. Again we apologize for the inconvenience to the customer. Consumer Response /* (2000, 7, 2022/09/12) */ (The consumer indicated he/she ACCEPTED the response from the business.) While I do accept this response; however my appointment was between 8 am and 12 pm and no one had shown up yet. I did receive a call an hour ago stating he was running behind but on the way. If he was on the way, he would have been here by now. I'm supposed to report to work today myself but with him not arriving yet and still having to do the work puts in a bad situation. I have been without air for the weeks and still getting pushed back.

• Initial Complaint

  06/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  ******** **** ****** hired Air Plus Service to service our HVAC on 23 May, the company service the unit, but the repairs are not completed by this company. I have tried on many occasions to contact them without any response. AHS stated this company has not responded to their requests either. I need them to complete the contract or return it back to AHS to request for another contractor. The contract no is XXXXXXXXX. I don't know whether AHS is stalling or Air Plus doesn't have an adequate staff to handle this job. Please handle this issue as soon as possible, because the heat in SC is no joke. Thank you

  Business response

  06/28/2022

  Business Response /* (1000, 8, 2022/06/21) */ Since the complaint was made the customers initial appointment has since been made and diagnosed. There were some charged that were not covered by the warranty company (***) and I spoke with the customer about the charges. The technician since called in to the warranty company to give them a detailed diagnosis at which time they informed the technician they were not going to cover the repair. At this point any repairs would be the customers responsibility. Consumer Response /* (3000, 10, 2022/06/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) No, this response is incorrect, and they submitted a service request to upgrade the code in the system which is for heat - gas line packet. I already had that completed by another vendor name Hospitality HVAC. I don't understand what this company is requesting that code upgrade when there is no need. We need air at this time and not heat. I would like for them to return the contract so we can request for a new contract with another company. W Business Response /* (4000, 12, 2022/06/22) */ We have since talked to the customer and gotten everything taken care of. This was a problem of communication between *** and the customer. We did get the misunderstanding rectified. Consumer Response /* (2000, 14, 2022/06/26) */ (The consumer indicated he/she ACCEPTED the response from the business.) We was able to get a positive response from Air Plus, so far everything is going well. The unit will be installed on Thursday. It was a misunderstanding regarding the repairs.

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