ComplaintsforAir Depot

• Initial Complaint

  09/10/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I have been using this company at least 10 years or more. Service has been great. Timeline - 8/23 - I called - house is not cooling. They said it was normal. 8/25 - that evening called to make an a/c check appt. 8/26 -tech came out that morning - went in the attic and said the drop delta temp was ok. Did not check the outside unit for refrigerant levels. Suggested I get a solar attic fan. Service call was $89.00. 8/27 - about 109 degrees - my house was at 85. 8/29 - I called 3 insulation companies for quotes. I told them the a/c was working ok (which was not correct!) - what do they recommend. All 3 said to increase my attic insulation. I hired one of them to put in the insulation on 9/2. Meanwhile, the house is getting to 82 or so all week. I called Air Depot on 8/30 and they said the 80's in the house is normal. 9/3 - 5 pm the house is at 85 the second day in a row. I called a different a/c company - they were at my house at 6 pm - measured the refrigerant levels - very low. They added 2 pounds of refrig. The house started cooling immediately. The a/c person said he would come back on Tuesday, 9/5 ******* *** ***** ****, to perform a leak check. They came, coils were leaking, ordered a new coil system and came back 9/6 in the morning to install. House has been holding correct temperature ever since. I called Air Depot 9/7 to cancel my $199 maintenance agreement that was just paid. The person said they would have the GM call me. That afternoon, I had the credit of $199 on my card. I called 9/8 and spoke to the same person - asked for my $89 service fee to be refunded due to incorrect diagnosis and not checking the refrig levels. No apology or thank you for your business, etc. She was argumentative and I just said 'thank you'. I am asking for my $89 to be refunded. I went through 14 days of my house temp rising to the 80's (82, 83, 85) - during some of the hottest weather. I never was contacted by the GM.

  Business response

  09/13/2023

  On 9/12/2023 I called Mrs. ******* ** **** ****** **** *** and addressed her complaint. I explained how our technicians diagnosis her a/c system and how the misunderstanding may have occurred and apologized for any inconvenience that she may have incurred and that I would be sending her a refund by mail for the $89.00 charge per her request and to call if she needed anything further from our company. 

  Customer response

  09/13/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution would be satisfactory to me.  
  
  
  
   
  

*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. ↩