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ComplaintsforAces A/C and Heat
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
10/17/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
We had them install a brand new unit 2 years ago. I called them twice because the unit wasn't functioning properly. I was able to get it working before they could schedule to come out. A few days later I opened the closet where the unit is and noticed a huge flood of water. We called to get them to come service. They were extremely rude because they were upset we canceled before. They then refused to come out and service it. Upon inspection underneath the unit below the house is flooded because they never installed a drain pan.Business response
01/31/2023
Business Response /* (1000, 7, 2022/11/10) */ Contact Name and Title: ***** ******** Contact Phone: XXXXXXXXXX Contact Email: *************@yahoo.com We were out there on site before and customer refused to allow us to service it. Was then called out 2 other times and canceled upon scheduling. Upflow closet systems do not require an emergency drain pan as it already has an internal pan and we had added a safety float switch to prevent water damage. The reason system stopped working is due to lack of maintenance and due to clogged drain line. Customer had not had scheduled maintenance since system was installed 2 years ago. A float switch was installed that kept system from operating but as water resided it would start working again. The water damage issue could have been avoided altogether if they would have allowed us to work on it and inspected the system the first time we were on site. We honor our labor warranty and had actually replaced a part for them on a previous visit at no charge. I understand the customer's frustration with the ac issue but I can not waste resources on sending technician out there multiple times and then get turned back away. I believe that we have done an excellent job with the installation but due to lack of maintenance these and any future issues can be avoided.
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Contact Information
Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.