ComplaintsforSirius Plumbing and Air Conditioning Inc.

• Initial Complaint

  08/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 07/25, AHS, America Home *****, a home warranty company sent Sirius Tech to check our Carrier Unit that trips the breaker. Come to find out he wrote the paperwork in a way so I would have to pay it instead of AHS. ($2500 for a Evap Coil....Robbery! and AHS said I needed Code Upgrades) I read other reviews on AHS and Sirius and they have a history of this.(GOOGLE REVIEWS) I have had nightmare dealing with AHS on this going back to July 3. Its now July 25 and this was the last straw. Im filling complaints and bring a case to TDI and ********** of Licensing. Im also going to file BBB complaints as well as reach out to the Texas Attny General to file Fraud via Service and Warranty denied claims. (Deception Sales Practices)1, The **** was keeping my Home COLD for the last 4 years. 2. It was only tripping the breaker. 3. The **** was inspected by a third party, and it shows "intentional damage". 4. Sirius nor AHS has attempted to make things right. 5. I filed complaints and Im almost ready to file a criminal complaint with the colony police for the intentionally damaged coil.6. Both Parties want me to pay $2500 for work prior to any warranty work. (the Core to the scam) 7. No DETAILED estimate of work describing $2500 worth. No DETAILS on the receipt. No PARTS, LABOR or DETAILED COSTS. This business needs to be investigated, and licenses revoked.

  

  Business response

  08/26/2024

  On July 23, 2024, Sirius Plumbing & Air Conditioning was contracted by American Home Shield to service ********************** home. A Sirius Plumbing & Air Conditioning technician arrived on July 25, 2024. The work order indicated the unit was not cooling. Based on the diagnoses, American Home Shield requested Sirius Plumbing & Air Conditioning to call their ************************. 
  
  The ************************ determined that $2538 was not covered, per ********************** warranty agreement with American Home Shield. ****************** declined to have Sirius Plumbing & Air Conditioning perform the work. 
  
  As far as Sirius Plumbing & Air Conditioning's involvement, this matter is closed based on the agreement between ****************** and American Home Shield. Any other dispute should be between ****************** and American Home Shield. 

  Customer response

  08/26/2024

  I am rejecting this response because:   AHS has forced me to use Sirius to repair the job. So i have no choice in the matter: if they want me to pay $2500 so be it. I have installed cameras in my home and attic and i expect the job to be done right and according to the terms of the contract. Both AHS and Sirius have me in the corner and Im being forced to comply per the terms. So, now it up to them to do the job. Everything is being recorded. 

  

  Business response

  08/27/2024

  We are happy to perform the job for ****************** and thank him for the authorization to move forward. We will follow up with ****************** today to complete the paperwork and to collect payment. 

• Initial Complaint

  11/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Plumber came to my home yesterday. Stated that my water heater failed and they need to replace it. stated that AHS would cover it. spent 7 hours working on unit, left and unit still does not work correctly and water is leaking everywhere. I still have no hot water running in my home and yesterday alone had several 100 gallons of water released out the water heater to an evacuation line, thus costing me additional water costs as well. today I got a call at 830 saying a plumber would be to my home but 9 hours later no one has shown up to the home. in addition I was told by AHS that **** of the bill would not be paid by them as they are modifications but the plumber did not modify anything outside of adding the thermal expansion tank, which was $300. I don't understand why I am being billed **** in modifications when clearly this is a like for like replacement of a water heater.

  

  Business response

  11/20/2023

  The customer asked for our team to finish the job correctly and submit the correct bill to American Home Shield [AHS]. The job was completed on Saturday, 11/18/2023, and we offered the customer a reduced price, saving them $256.00.  

  Customer response

  11/27/2023

  I am rejecting this response because:   Business is correct they did finish the work, however it took over 3 days when it should have been a one day job.  My request to the business please provided me a full itemized bill on what the cost would have been if AHS was not involved with the work including cost of water heaters.  I needed an itemized breakdown of all the work to understand what discount I was getting by this work being delay.  Once received I will clear this BBB complaint.  thx 

  

  Business response

  11/27/2023

  We were contracted by American Home Shield to do work at the customer's home. Our confidentiality agreement will not allow us to honor the customer's request for more detail. Any further breakdown by American Home Shield would need to come directly from them. We have been instructed by American Home Shield to direct the customer to their customer service department at ************.

  Customer response

  11/27/2023

  I am rejecting this response because:   I need an itemized breakdown of the work done at my home.  I don't understand why that can not be provided.  Please call me to discuss why.  thx

   

  

  Business response

  12/04/2023

  Hello, we have spoken today (12/4/23) with **************** and he told us he would be contacting you about this complaint and confirming that it has been resolved. Can you please confirm if he has contacted you? Thank you!

  ***********************

  Sirius Plumbing & A/C, Inc.

  Customer response

  12/06/2023

  Resolution has been resolved.  Work has been completed. Business has promised to send an itemized full break down of the cost to do the work per my request.  old Water heaters when ready will be picked up as company has been paided by AHS to do that work.  

• Initial Complaint

  08/09/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  As directed by American Home Shield, on Thursday, August 3, a tech came out to repair my AC. He replaced a capacitor but said I needed a fan motor and that it would probably be some time "next week" when they could get it. I told the tech this was urgent as the indoor temps were 98' upstairs and 95' downstairs and my 86-year-old father lived with me. While the tech was at the door, my daughter pulled up online several businesses in the area with the part but he said there was nothing he could do and left after ten minutes. Consequently, we had to move to a hotel. On Monday morning, I called American Home Shield to get the *** and was told it would be two weeks! I called Sirius and was told by ******** (?) that a Manager would call me back. By 5:30, no one had called. I therefore called Infinity Air Conditioning who had the part and agreed to come out at 8:30pm (Monday) to fix it. Upon arrival, he said the fan motor was fine--the Sirius tech failed to turn on the power after installing the capacitor! He said had it stayed to allow the unit to cool down and turn on the power, it would have turned on. Tuesday morning, I returned home and after three nights in a hotel at two nights at a family members home. I spoke to both AHS and Sirius Tuesday morning giving them an update, furious to say the least. Interestingly enough, at 3:0pm, I received a call from Sirius that the part arrived. Again, I went over the story and how the Manager was supposed to call me yesterday! She replied, Would you like to talk to the Manager now? Dumbfounded, I responded, yes! *************************, the Service Mgr, got on the phone and againI went over the story and I reiterated I expect to be reimbursed the attached $492 UNNECESSARY hotel bill. He said he would get back to me and 24 hours later (Wedn pm), I havent heard anything from him. I am extremely disappointed their service and communication and would NEVER recommend Sirius to friends and neighbors. Bad, bad company!

  

  Business response

  08/11/2023

  We, as Sirius Plumbing & Air Conditioning, were contracted by American Home Shield on August 3, 2023 to service ********************************************************************* and arrived onsite the same day. The work order indicated the unit was not blowing air. Our service technician replaced a capacitor [at no charge to the customer] and informed the customer that he needed to return with a new fan motor, to get the unit fully up and running. The service technician informed the customer that the outdoor unit was intentionally left off, to prevent any further damage to the unit.  We placed an order for the motor on August 3, 2023.  On August 7, 2023, we were informed the fan motor was on backorder, which led us to search for it elsewhere. On August 8, 2023 we were able to pick up the motor from another provider, but when we attempted to schedule the technician's return, we were informed the customer was no longer in need of service. We are declining the $492.00 refund request, as the customer was not charged for our service. As a contractor for American Home Shield, we are expected to follow specific guidelines and all guidelines were met.

• Initial Complaint

  05/11/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On April 25, 2022, I filed a service request through my home warranty company, American Home Shield (AHS), for an issue I was having with my air conditioning. AHS assigned Sirius Plumbing & Air Conditioning as my contractor. On April 29, 2022, a technician from Sirius named Joe arrived to address the issue. He determined that I needed to replace my evaporative coil. AHS approved the replacement. This means AHS will pay for the evaporation coil. My contract with AHS requires that I pay, out of pocket, any parts that is necessary to replace the coil and is not covered under my contract. Bearing this in mind, I asked Joe if there is any parts that is needed to replace the coil that is not covered by AHS. Joe said I would need to pay for 7 pounds of Freon at $54/lb. This would amount to an out of pocket of $378. He also said I would need to buy some PVC pipes, estimated at about $30; and Mastic sealant, estimated at about $10 at Home Depot. On Saturday, April 30, 2022, I received an email from Sirius that AHS has approved the replacement of my coil, but that I would have to pay an out of pocket of $2,302. Sirius listed some materials and modifications that it termed "necessary" to replace my coil, which are not covered under my contract with AHS. The listed items are a stack contrast to what Joe had told me. I then requested Joe to return to my residence to show me each of those items Sirius listed and whether they are indeed necessary. On May 11, 2022, Joe returned to my residence and we, again both went to the attic. Once again, Joe confirmed that I do not need the items Sirius listed, except the Freon, some PVC pipes and Mastic Sealant. Additionally, Joe stated that he did not prepare the materials and estimate that Sirius sent to me. Before Joe returned to my residence, I hired Cool Air Texas to provide an estimate of what it would cost me to replace the coil. Cool Air basically agrees with Joe. At that point, it was clear to me that Sirius was out to swindle me.

  

  Business response

  06/15/2022

  Business Response /* (1000, 5, 2022/05/13) */ We, at Sirius Plumbing & Air Conditioning, are open to a resolution. Our technician went to the home on 4/29, as the customer mentioned, and found a leak in the upstairs system evaporator coil. On 4/30, we reached out to American Home Shield to authorize replacement and an e-document was sent to the customer for approval. The items listed on this e-document are necessary to ensure the installation is done safely and correctly. When attempting to discuss this with the customer, the customer became belligerent and used foul language towards our phone representative, as well as our manager. We did offer a rebate of $230.00 to the customer, bringing the out-of-pocket cost down, but he declined. The customer did allow us to review the estimate from Cool Air Texas, which was an apples to apples comparison. Cool Air Texas' estimate was $3,100.00. Our final estimate was $2,072.00. We are willing to proceed with the installation, at our final estimate of $2,072.00, which includes the $230.00 rebate. Consumer Response /* (3000, 7, 2022/05/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) The response from Sirius clearly shows that there is disconnect between its office personnel irresponsibly dolling our dollar figures and its technicians in charge of actual diagnostics and repairs. First Sirius did not dispute my statements credited to its technician, Joe, including the mismatch between the materials contained in the estimate its office personnel sent to me and what Joe stated on record that are actually necessary to install the new evaporation coil. The office personnel, who have no idea of Air Conditioning repair, cannot know better than Joe, the field technician who diagnosed the problem. Second, Sirius did not dispute the accuracy of the estimate from Cool Air Texas. Instead, Sirius stated that the estimate from Cool Air Texas was an apples to apples comparison with its own estimate. Sirius is flat out wrong! Let us review the estimate from Cool Air Texas: On the left side of their estimate, which I previously attached to my original complaint, Cool Air Texas listed the equipment (evaporation coil) cost as $2,500 and labor cost as $500, for a total of $3,000. This amount is covered by AHS under my contract. Cool Air Texas also listed Permits from the City of Frisco as $100. This amount is NOT covered under my contract with AHS and it is considered out-of-pocket expenses by AHS. Now, on the right side of their estimate, Cool Air Texas marked with letter "Y" (among their general lists) the additional materials necessary to install the evaporation coil. These are (1) Recover Refrigerant; (2) Mastic Seal Plenums; (3) Old equipment removal; and (4) Drain pan with safety switch. The item #1, Recover Refrigerant, is equivalent to the $378 Freon estimate from Sirius. Mastic Sealant in item #2 is about $10 in Home Depot, compare to Sirius estimate of $225. The item #3, cost of removing old equipment, is covered by AHS. On Item #4, Both Joe, Sirius technician, and Cool Air Texas confirmed to me that replacement of drain pan is optional. Hence, I declined to replace it. Therefore, if Cool Air Texas were among the network of contractors AHS maintains and had been appointed by AHS to carry out the installation of the new evaporation coil at my residence, the total cost of installing the new coil will be $3,100; from which my out-of-pocket expenses will be $100 because AHS covers both the equipment cost($2,500) and labor cost ($500). However, under Sirius estimate, the total cost of installing the new evaporation coil at my residence is $5,302 (equipment and labor costs of $3,000 and out-of-pocket expenses of $2,302). Hence, there is no apples to apples comparison between the estimates from Cool Air Texas and that of Sirius because Sirius estimate is purely my out-of-pocket expenses (does not include the cost of the evaporation coil and labor cost, which are covered by AHS); whereas the estimate from Cool Air Texas covers the cost of new evaporation coil, labor and my out-of-pocket expenses. Sirius claims to be providing me a rebate of $230 to make me feel good that they are doing me a favor; whereas they are attempting to rip me off of my hard-earned money. They are trying to give back $230 from their rip off windfall. If Sirius had truly provided accurate estimate of the costs of the additional materials it listed, how could it be able to afford a rebate of $230 and still stay in business; especially if it were to provide the same rebate to other homeowners? Sirius claims it needs an out-of-pocket expenses of $2,302 from me to install the new evaporation coil safely and correctly, but Joe, who is going to carry out the installation, is on record that I do not need the materials its company (Sirius) listed for me. It is clear that the office personnel of Sirius (including the Manager, Greg Newsome) are going against the recommendation of their own technician in their attempt to rip me off. The estimate from Cool Air Texas also confirms that I do not need the materials Sirius listed for me. As previously stated, Joe confirmed, again on RECORD, that I only need 7lbs of Freon for a total of $378, some PVC pipes for an estimated total of about $30 at Home Depot and Mastic Sealant for an estimated cost of $10, also at Home Depot. I am willing to pay Sirius the $378 for Freon (Refrigerant) in their estimate, and personally purchase both the PVC pipes and Mastic Sealant from Home Depot; and deliver them to Sirius to carry out the installation of the new evaporation coil. ASH has informed me that they will ship the new evaporation coil to Sirius office and also pay for labor to install the coil, as required under my contract with AHS. If Sirius decided not not accept this offer, I will pay Cool Air Texas their estimate of $3,100 to carry out the installation of the new evaporation coil and then seek recovery of the money against both Sirius and AHS in a small claim court. At that time, I will not only seek the recovery of $3,000, but also loss of use of my residence due to heat, attorney fees and court costs. Once in court, I will subpoena Cool Air Texas as an expert witness to testify as to what additional materials are indeed necessary to carry our the installation. I will also subpoena a personnel of the City of Frisco, who will inspect the installation, to testify as to whether Cool Air Texas SAFELY and CORRECTLY carried out the installation without the additional materials Sirius listed, amounting to $2,302. I will also subpoena Joe, Sirius technician, to testify as to what was his recommendation of the materials actually necessary to safely and correctly install the new evaporation coil. Joe cannot contradict what he already told me because he is on record. Otherwise, he will be perjuring himself. As to my use of foul languages, I told the representative of Sirius that the out-of-pocket estimate they prepared for me was BS and Cr*b. However, my use of foul languages is not the subject of this complaint. Hence, it is irrelevant. The relevant subject of this complaint is that Sirius is attempting to rip me off of my hard-earned money by providing me with a bogus out-of-pocket estimate that has already been discredited by its own technician (Joe) and an independent company (Cool Air Texas). Business Response /* (4000, 9, 2022/05/23) */ Our HVAC license holder, for our company, talked to Mr. ********* to discuss the necessary repairs for replacing the coil. We understand on a follow up visit there was a miscommunication between the customer and our technician about the necessary repair sheet. We present all of our offers in writing and require customer authorization so there is no misunderstanding before we start our work. Mr. ********* is aware, after this call with our HVAC license holder, that their option is to take cash in lieu with their home warranty provider - American Home Shield - or accept our work as proposed in writing - necessary repairs for HVAC replacements, evaporator coil. We consider this BBB complaint closed. It's up to the home owner to decide whether to pay Sirius Plumbing and Air Conditioning to perform the work we presented in writing, or take the American Home Shield cash in lieu option. Consumer Response /* (4200, 11, 2022/05/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) Sirius Plumbing just lied again. A representative of Sirius called me. At no time did we discuss any misrepresentation between me and Joe, the technician. Joe was at my residence twice to confirm that I did not need the items the office representative provided as my out-of-pocket expenses. Sirius is a fraudster. Also, Sirius is not in the position to discuss my options. That is my own prerogative. In addition to cash out option, I have another option in my contract whereby AHS can authorize me to engage an independent contractor to replace my evaporation coil. I have presented the estimate from Cool Air Texas to AHS and they understand the difference between the two estimates. The estimate from Cool Air Texas was also prepared by their HVAC license holder in conjunction with their technician. Sirius is a rip-off. As stated in my previous response, I will be contracting Cool Air Texas to replace my evaporation coil and then seek recovery from both Sirius and AHS.

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