ComplaintsforOn The Spot HVAC LLC

• Initial Complaint

  07/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On April 3, 2024, I purchased two Trane AC systems from Onthespothvac, which were installed on April 19, 2024. Since then, I've encountered issues with both the product and service:Damaged Equipment: During installation, a side panel was severely damaged (evidence in attached image.jpg). Despite multiple requests, the company has refused to replace this damaged component.Unfulfilled Promises: Two complimentary maintenance visits were included with my purchase. Despite numerous attempts to schedule these visits, the company has repeatedly failed to honor this commitment.Unresponsive ***************** I've made multiple attempts to resolve these issues through various channels, including email and text messages. The company has consistently ignored or dismissed my concerns. (Email dates in emails.jpg)Onthespothvac's actions have left me with damaged equipment and unfulfilled services, despite my significant investment. I'm seeking immediate resolution: replacement of the damaged panel and scheduling of the promised maintenance visits.

  

  Business response

  07/23/2024

  To address this customer's complaint. We have been in contact with the customer and informed him that the damaged part was not damaged during the installation. It was unseen cosmetic damage from the factory. We have ordered the part but unfortunately it is out of stock everywhere. See attached image. We have offered to install a possible matching panel from an older used unit but he has refused that option. The damaged panel has no bearing on the operation of the equipment and is only cosmetic. As we have told the customer, we will gladly replace the panel once it is in stock again. 

  In response to the maintenance on the system, these systems are only 3 months old and are not needing any maintenance. No company is going to maintenance systems that are 3 months old. The first maintenance visit would be scheduled about 6 months after installation for preparation of the following season. This was also explained to the customer. 

  Customer response

  07/31/2024

  I have reviewed the business response and accept this resolution. I will reopen the case if the panel has not been replaced in next 3 months.
  
  For the record, in regards to maintenance visits, my ask was to schedule the 2 visits, not to get immediate maintenance in a 3-months old system as suggested in the response. Onthespothvac now scheduled those two complimentary visits (6 months and 12 months from installation date).

   

• Initial Complaint

  12/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had a new air conditioner and furnace installed by On the Spot HVAC. I needed and requested a propane furnace, which is clear in the quote. They installed the furnace with the gas valve set for natural gas. It was having constant issues and eventually tripped the flame rollout switch. I had another HVAC company come out and diagnose that a propane conversion kit was never installed.I called On the Spot and they were extremely rude and unprofessional and became aggressive over the phone. They wanted to charge to install the propane kit even though it is clearly listed on the quote, so I have already paid for it. They have been ignoring my calls and voicemail since then.

  

  Business response

  12/17/2023

  What this customer has failed to mention is his air conditioning and furnace installation took place over 3 years ago in 2020. He never called us out for one service since the installation date. He has had other companies in the attic to service the system since the installation and just now in December 2023 he says he had another company service his system and told him the propane conversion kit for his furnace was never installed. It sounds to me that another company is trying to make up a frivolous repair to make a buck because I doubt his furnace would have ever worked without that kit originally installed. There is no chain of custody since the installation date for this customer to make such accusations.  This customer is disputing the entire balance of the air conditioning and furnace Installation of $9200 when a $60 dollar part is being diagnosed as missing from his furnace.  This customer is being unreasonable

   

  Customer response

  12/26/2023

  I am rejecting this response because:   I am not disputing the entire charge for the installation only a refund for the conversion kit if I must have someone else install it. I requested On The Spot never send someone out to check so they could see that they never installed the conversion kit for themselves but they refused.

  

  Business response

  12/28/2023

  You were offered to have us come out for a charge because you are well outside of your labor agreement with on the spot hvac. You declined. Once again we have no chain of custody because you have had other hvac companies in your attic to look at the unit we installed. If this piece was not installed originally then it would be highly unlikely that your furnace would have worked correctly from the get go. You have gone multiple ******* with no problems until now and instead of calling the installing company, you called in another company that maybe could  have told you things to drive revenue. 

  Customer response

  12/28/2023

  I am rejecting this response because:   The flame rollout switch tripped last year but only on first stage heating so I kept it from going into second stage and it didn't trip until this year. Just because the furnace did not trip the safeties does not mean it was running well, there is just no monitoring system to tell besides the safeties. See the pictures attached to see that the flame sensor wire has been charred and there is a lot of soot build up. I have had prior issues with the installation, there was a lot of trash left and a duct popped off because the collar was not fastened with screws. That is why I decided to use a different company to assess the furnace issue. Based on the response of you accusing the other well respected company of fraud instead of admitting that you made a mistake it clarifies that decision. Your Trane account representative was made aware of the issue and should be able to verify that the other company is reputable. ***** Administration Code 75.71(b) requires that you provide proper installation so come provide the proper installation.

• Initial Complaint

  06/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Monday May 22nd had new HVAC unit installed. May 27th noticed water on ceiling in guest bedroom. Husband went into the attic and water was under the new HVAC unit. Contacted them and didnt hear from anyone until Wednesday May 31st! My husband stopped the leak. When we finally spoke to the owner he said it was our fault even though the new pan we had should have caught the water. We were told by the technician the pan had a hole in it. We requested a new pan and for the business to repair our ceiling. We were told no to both requests. We never had any issues until they replaced our HVAC unit.

  

  Business response

  06/16/2023

  The customer and I have came to a resolution of On The Spot HVAC covering the repair of ceiling area that was damaged due to a faulty drain pan and that customer will have a plumber look at sinks where the air conditioner terminates its drainage to.  On The Spot HVAC will also replace the faulty drain pan.  Customer will close ******************** case in good status when repairs have been made.

  Thank You

• Initial Complaint

  04/14/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Apr 12/2023 $500.00 I called and talked to supervisor ***** on Apr 13, at 5:15pm aprox., explained him the issue. I told him a little about my background. He insulted me saying that I know no c*** about those machines. I asked him to focus and see what was the issue "an employee doing add on sales, but doing nothing". I told him about the cable installation and the time it takes to pass it on the routing holes. I told him that I never saw the tech replacing it. I was standing next to him and he never spent 2 or 3 minutes passing the new cable, which I believe it takes more than 3 minutes to do that. I asked him to refund the money I paid, but he refused to do that. I told him about the caiman cable left in the unit, but he only asked me if the unit was working. He repeated some insults and I asked him to send back the mfkr to remove the caiman cable and complete the job because that's not how a unit installed on Aug2019 suppose to work. I also told him that I was calling another company to have a second opinion. He continued insulting me and I told him that this discussion was not ending here and that I will see you soon. On the Spot records all calls if you need to request it.

  

  Business response

  04/14/2023

  This customer is completely unreasonable and we did our job to get his air conditioner back working under the parts warranty provided by the manufacturer.  ******** was responsible for labor as he did not have an extended labor agreement with us. His air conditioning system is running exactly how it should be now after we replaced the defective part but he wants to complain because I guess he feels he paid to much compared to what it cost him to fix his ******* appliance.  This customer even whittled us down in price from the initial quote for the repair.  He is more than welcome to have any other Trane dealer come out to his home but we are not returning this unreasonable customers home. 

  Customer response

  05/19/2023

  I am rejecting this response because:   I'm not willing to get a better price. What I want from that company is to complete the job. Besides the fact that it was an odd repair due to the facts I explained in my original complaints, they left a yellow caiman cable in the unit that shouldn't be there. If they come to remove that cable and leave the unit working then I'll be okay.

  Next time as they suggest, I'll not use their services because they are not professional.

  Customer response

  07/13/2023

  Hello.

  I've been waiting for the Service Provider to contact me to schedule a visit to complete the job.

  They need to remove the caiman cable they put in the system and leave it up and running. I'll appreciate if you can help me reaching out to them to ask them to finish the job. 

  

  Business response

  07/21/2023

  Our labor warranty with you and your property has expired over 2 years ago but you still have 6 years left of parts coverage.  you are more than welcome to call out any other air conditioning company in the entire ***************** metroplex and address any issues you are having with your system.  we are no longer servicing you and will not be returning to your property 

  Customer response

  07/21/2023

  I am rejecting this response because:   at least you guys need to finish the job. I need you to remove the caiman cable and plug the connectors hanging there. The quality of you job should be always 100%.

  

  Business response

  08/17/2023

  our two labor agreement with you has been expired for years so you are more than welcome to call out any other licensed hvac company to address any issues you have with your system.  we have fulfilled our agreement with you 100% and will not be returning to your property 

  

  Business response

  09/12/2023

  our two labor agreement with you has been expired for years so you are more than welcome to call out any other licensed hvac company to address any issues you have with your system.  we have fulfilled our agreement with you 100% and will not be returning to your property 

  Customer response

  09/13/2023

  I am rejecting this response because: the caiman cable you left in the unit is still there... your technician didn't do his job appropriately. 

  I'm wondering if something similar that happen to doctors or nurses could be applied to you guys 'because your bad practices, you license is canceled' and you cannot do that job any longer. 

• Initial Complaint

  07/21/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We purchased & had the air conditioner installed by On The Spot on 8/17/2020. It's still under warranty and on 7/18, it was running off and on. On 7/19 around 4:00 is when it stopped working. I called a spoke with a female employee. She told me to replace the air filter and if it's still doesn't work call in the morning. I called 7/20 at 7:00am and no answer. I called at 8:04am and I was told they are booked and won't be available until next week. I told how are we supposed to sit in a 90+ degree home? She said she was going to talk with the service manager. I didn't hear back. I called again around 12:40pm and was told all 50 employees are out with Covid. I said what's the back up plan ? What are we supposed to do? I have elderly parents , his rely is do you want someone with Covid coming out? Then what will happen tomorrow? He said they will have to re-test and assess. He told me to find someone else to repair it. If the air conditioner is under warranty, why would I need to pay for it? He said good luck finding someone to come out. I did and was told the air conditioner was not installed with a drainage cap. I asked to be reimbursed and I got nope, haha. The response was condescending and the person I worked with is basically reaching...I have his response by email. His remark is I can sit with my elderly parents in the hot house and basically pass out because all of his guys have Covid and there is nothing he can do. I I highly doubt his entire company has shutdown in the leak of summer when this is the time they make there money.

  

  Business response

  09/07/2022

  Business Response /* (1000, 5, 2022/07/21) */ This is probably the most unreasonable customer that we've met. We did the install on the system and of course it still has a month left under the year labor warranty but the customer expected for someone to come out immediately. Our dispatcher tried to explained to her the situation at our work environment in which one of our tech caught covid so we must than stop all of our route along with contact tracing so that they can get a negative test reading first before proceeding back to work and schedule her in. She kept complaining about how her parents is going to deal with a 90 degrees house and we've told her our schedule is backed up and wont be able to get her in the timeframe that she demands, if its seriously that urgent than she should try to save her parents by calling another company. The concern was definitely not about her parents at this point but rather about the money it takes to call another since she doesn't want to wait on us to follow proper COVID protocol and resume our schedule. We stand by our work and warranty but in part of our contract does it state we have a 12 hour turn around for warranty work or would we pay another company's invoice. She chose to call out another company and is unreasonably expecting us to pay for the bill charged by them. Consumer Response /* (3000, 8, 2022/07/25) */ First and foremost it wasn't about the money as the service mgr indicated. When I called I was told they would not be able to come out until a week later, that is not 12 hr turnaround as he indicated. As he mentioned, all of his crew was not was working because they have Covid that day. I said if they had Covid today, they will have Covid tomorrow...do they have any backup plans? He basically laughed at the statement. Given that we have been dealing with Covid for 2 years, a business should have some sort of plan in case like this? It's obvious they they do not provide customer service. Again, it wasn't about the "money". It was the attitude and the remarks about what I should be doing like hanging up the phone and finding another repairman... As the invoice indicated that the part was not installed at the time of the installation, I feel they owe me the refund for something I paid but did not received. Thank you. Business Response /* (4000, 10, 2022/07/26) */ Hi, We do not want to go back and forth with the customer on what she feels like we should do when our Company catches Covid. Her only concern was what does it have to do with her, our protocol is to get our tech tested, cancel all of their appointments and reschedule to a further date which was already slammed pack from the record Heat. She kept complaining about the same thing over and over again to our dispatcher in which we clearly told her that we are not able to send a tech out. Like I've said before, the customer biggest concern in which she stated several time was that she was not going to pay for it and created a BBB case in order to get a refund for work not performed by our Company. We install a P Trap to everyone of our unit and it wouldn't of worked flawless for almost 2 years otherwise. The customer clearly disregard the safety of our entire company and potentially other customers by playing down COVID. Even in her own words she stated that covid has been around for 2 years already, so does that make it less dangerous or something? The only thing we can offer her is to send out a technician FREE of charge to inspect her system before her labor warranty runs out. Consumer Response /* (4200, 12, 2022/07/28) */ Bottom line as the receipt from Lyons...I paid for something that was not installed by On The Spot. I clearly ask the technician is the service I am paying for has anything to do with any fault of my own or something preventable? The answer was no. I'm not an expert on hvac or how the air system works but I do know that what I initially paid for I did not receive. I don't want any service from them nor would I ever use them. It's no wonder they do not have any positive feedback from their previous customer in other postings.

*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. ↩