ComplaintsforA-US Air Conditioning of Texas

• Initial Complaint

  06/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  This company was sent out by American Home Shield ********************* to look at the duct work for my AC for no airflow to my living room on June 18, 2024. The technician that came out, *******************, told me that he didn't think that AHS would cover the repair because," The air duct that is collapsed is OLD. The other ducts looked to be about ***** years old but the one that is damaged looks to be original to the house." Please note that my house is 46 years old! He took a photo and text it to his supervisor. I was told that his supervisors name is *********************. His supervisor called and ***** had him on speaker phone and his supervisor said, "Yeah, I don't think that AHS is going to cover it because the air duct is old and that's not normal wear and tear." I ask you, wouldn't something being 46 years old and collapsing because it is so old that it could no longer handle the pressure flow coming from the duct be considered "Natural Wear and Tear?" *******************, the technician, his boss AND this company did was give a false diagnosis, completely different to what ******************* told me, to the warranty company (American HomeShield) in order to make me, the home owner pay as well as the warranty company! They ABSOLUTELY LIED on the report that they sent to AHS! The technician, *******************, also refused to give me any kind of paper work with his findings because he knew by doing so that he would have to write down what he told me his findings were and that would be written proof that the findings he sent to AHS were FALSE and a COMPLETELY DIFFERENT DIAGNOSIS than what he gave me. Furthermore, *******************, gave me the name and phone number to a personal friend of his that could come out and replace the air duct for a cheaper price than the very company that he works for. He also instructed me not to tell, as he could get fired for doing so. CLEARLY, A-US Air Conditioning Company of Texas is unethical and dishonest in order to put more money in their pockets! DISGUSTING!

  Business response

  06/20/2024

  .
  The ducting is not supported with duct straps (pictured below). Has wires run over the top and is wedged between roof support joists.
  Duct work is passive and possesses no moving parts. Therefore, when this type of damage occurs it is the result of abnormal circumstances affecting the integrity of the duct. 
  The duct pictured below is not a collapsed duct but rather a crushed air duct. 
  If covered, the warranty company would only have us to repair the crushed portion with 2 to 3 feet of new duct. (Not a huge repair or undertaking)
  If we did any duct repair non-covered, at retail rates, our estimate would be to support/strap, and seal all accessible ducting in addition to replacing the crushed duct in order to provide warranty for our workmanship. 
  The allegation of a false report made to the warranty company is not correct. The fact is, the tech and tech supervisor identified this as a non-covered item regardless of the exact verbiage used. It is Not Normal Wear & Tear.  
  This customer did not pay A-US Air any money so there is nothing for to refund.  A payment issue is between the customer and their warranty company.

  Customer response

  06/20/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  06/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I called my home insurance ( American home shield ) last Sunday morning june 2, 2024 regarding my Airconditioning not working and pay $100 for service fee. The A-US Airconditioning of Texas sent me an email that my appointment will be in June 4th which is today. I called several time in your office to inform that let the technician call me or text me to notify hes coming, because I have work and no one in the house , the customer service told me that the technician will call me but NO ONE called and then the around 2pm they called me informing that the tech came to my property and rung my door!! How could it be? Just a courtesy to let me knows hes coming. He was there and left. If he only notify me hes coming I would be home in 15 minutes since Im not far from work. This is very unprofessional and I was very upset . Please I need your prompt response regarding my complaint.

  Business response

  06/13/2024

  Our company recieved the work order June 2nd.  The appointment was confirmed June 3.  On June 4 the homeowner called the call center and was given a 2-4pm window.   The tech did go to the property at 2:22 according to our vehicle tracking service and no one answered the door.   The appointment was reset for June 5 and again there was no answer when our technician arrived at 5:11pm.   Our tech took a picture June 5 of the address on the corner of the garage with a black Ram *********************   The call was reset and was serviced on June 7 and had a 3amp fuse replaced.

  Customer response

  06/13/2024

  The issue has been resolved last June the 12th around noon time, different technician came to my property and fixed my Airconditiining. They contacted me 30 minutes prior my appointment. This issue has been resolved and Ive been withdraw my complaint. Thanks and have a great day. 

  Customer response

  06/21/2024

  I have reviewed the business response and accept this resolution. 

  The issue has been resolved last June the 12th around noon time, different technician came to my property and fixed my Airconditiining. They contacted me 30 minutes prior my appointment. This issue has been resolved and Ive been withdraw my complaint. Thanks and have a great day. 

• Initial Complaint

  06/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My HOI, American Home Shield contracted with A-US air to put in a new A/C compressor after it was determined it was not repairable. Paid full cost in advance to A-US air. Installed by A-US air on 5/8. The evening of 5/8/2024, I noticed what appeared to be a water spots on my wall. After googling, I assumed it might just be condensation on my pipes in the attic now that the A/C was working again. Thurs, 5/9 the water spot spread, Fri, 5/10 it was continuing to spread. Called A-US air who stated I needed to call my HOI, for a recall ticket. A-US air called back and gave me a dispatch date of Tue, 5/14. I did not want to go through 4 days not knowing what is happening so I paid out of pocket for a plumber to assess what was going on. He found the A/C PVC pipe at the joint was not connected. He recorded what he found and provided me the video before I agreed to allow the fix. My assumption, A-US air contractors who when they went to the attic may have "by accident" kicked it, leaned to heavily on it and disconnected the a/c pipe. Once the air condition was running it was dripping water that was coming down my wall because the pipe had been disconnected. On 5/14, the A-US air technicians came out, I explained what happened the technician went to the attic confirmed there was water where the pipe had been reconnected. He created his service ticket with a picture I sent him from the plumber and sent it off to A-US air and advise me the claims office would call me. I have not received one call from A-US air to address the ticket sent in by their tech. I have called multiple times, I did get ***** in the service area who advised me this was above his "pay grade" and he would have ***, the serv mgr call me bk. I have not heard from *** through my multiple calls. I was advised to send my pics to a gmail.com email. *** only responds via email?? This is now almost 1 month since incident with no call or update from "claims" which is utterly ridiculous for a business.

  Business response

  06/07/2024

  Customer had another company install the Air Handler in July '23.  They did not glue the drain line.   On May 8,'23 our company replaced the outside condenser and replaced a piston in the coil.  Our company did not do any work on the drain line.  A drain line is not going to come apart unless it is not glued which would have been the other company's responsibility.

• Initial Complaint

  05/15/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Well this company has been out to my home numerous times in numerous years since they installed my AC unit! So I had water coming out of my vents again so I called American Home Shield again to have it repaired again last week and they sent out A-USair again so the technician said that my coil was leaking and had looked like it has been leaking for a very long time so he said he would make a report and someone from installation call me ,well long story short is that they want me to pay for freon again so I asked them if they could please help me out with the freon because I have spent thousands of dollars on freon with them and I had been very understanding with all the problems I've had since they installed my whole AC unit in 2019 and they have been out to my home every year multiple times a year including 5 or 6 times last year so not only do not have AC in ************. IN the 100 of degree weather every time they come to my home they never ever get it fixed correctly and ***** at A-USair of Texas is not very helpful but he is very rude and basically told me tuff S&%t that I have American Home Shield and the coil is under warranty so you can pay for the freon so I told him I would contact a lawyer if I needed to for all the problems I have had with there AC unit since they installed it and have never correctly the first time, I have had the same problems every year and he said go a head and try and prove. What kind of company does business like this!

  Business response

  05/23/2024

  Our company has been to this residence several times. However we have only been out to service the Air Handler twice.  The first was to adjust the blower speed for comfort.  The next time was to diagnose that the evaporator coil had a leak.  The other times we were called on drainage issues which is a plumbing problem and not an HVAC problem.  Our technicians have cleared the line coming out of the unit but we do not service the houses main drain.   The evaporator coil was under a manufacturer's warranty and was replaced at no charge.   The customers home warranty company paid for the labor, but only pays $10 per lb of freon.   

• Initial Complaint

  01/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 8/12/2023 i called American Home Shield and paid $100.00 call out fee. They Sent a request to A-US Air Conditioning of Texas. My complaint was that the A/C was blowing hot air. We turned it off. No A/C and most days were near to 105 degrees.(16 days later) On 8-28-2023 A-US Air Conditioning of Texas repaired the outdoor AC unit installing a new compressor with Run Capacitor and drier. they charged me $835.00 in addition to whatever American Home Shield paid them.This did not fix the problem. American Home Shield did give us $150.00 toward the purchase of a window unit for the bedroom.(32 days later) On 9/14/2023 A-US Air Conditioning of Texas Replaced the entire air handler unit in the attic.They charged me $1370.00 in addition to whatever American Home Shield paid them.This was not a complete fix to our problem. The System provided cool air in the morning but as the temperature rose tin the afternoon the temperature in our house rose to 84 degrees with the cooling temperature set at 74 degrees.They sent a different technician to fix the problem. He adjusted the blower speed and that seemed to make a difference. However, he left in the morning hours and that afternoon the unit failed to cool the house. The room temperature rose to 90degrees by 3:00 PM.The next day, A-US Air Conditioning of Texas technician walked out to the house declaring that the system is working.I sent a letter of complaint to American Home Shield on Sep 26, 2023 and have received no answer from them as of today.I just want the system to cool the house all day long in the hot summer months. It was doing this just fine before it broke down and i called AHS.

  Business response

  01/26/2024

  8/16/23 Our company found that the compressor was bad and failed.    Customer's home warranty only pays $10 per lb of  Freon.  The new compressor install was done 8/25/23. Customer paid $836 for the freon cost that was not covered by their home warranty company.  Our company returned 8/26/23 to add one pound of freon to the unit at no cost to the customer.  We were called back to the property on 8/29/24 and found the evaporator coil restricted.  This is something that could only be detected after the compressor was running.  The customer's home warranty company has strict guidelines we must follow in diagnosing and repairing equipment.   Because of the age of the evap coil, we had to install an air handler.  The customer paid $1370 for code upgrades and modifications that their home warranty company does not cover.   9/16 we returned to the property and found the unit to have no mechanical failures.   9/23 we returned to the property and adjusted the blower speed.  Customer was satisfied at the time.    It should be noted the house does not have double pane windows.   Customer did note to one of **************'s that they were going to call for a second opinion and the customers certainly has the right to call their home warranty service to have that done.

• Initial Complaint

  01/18/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The initial person who came to diagnose the unit straight up lied about the issue, did not even open the unit, and said we needed repair on the most expensive part of an AC unit; the compressor. We paid $1180 the issue was not resolved, meanwhile freezing temps came in I have had to endure stress contractions almost went into labor early at 7 months pregnant due to this, my son has delicate lungs has had breathing problems because of this. They did not care to come out on the weekend, now they are looking for a part days later I am still waiting on my issue to be resolved and have thus far been scammed out of $1180.

  Business response

  01/26/2024

  Tell us why      It is important to understand the relationship between the complainant and ******** Conditioning. The complainant obtained our services through their home warranty company ***, who ******** is contractually obligated to provide repair services on **** system for its policy holders. The nature of this contractual obligation is to identify and repair/replace parts and components that are mechanically failed at the time of service related to the problem reported. On ******* 3rd **** *** sent a repair request to ******** for the complainant with trouble reported of an Air Conditioning system that was not turning on. The system we were called to service at the complainants home was manufactured in May **** and is **** years old. On the initial service call on ******* 5th **** The technician found that the compressor had failed causing the Air Conditioning system not to turn on. This was reported to the complainants home warranty company with a scope of work to complete the necessary repairs. The home warranty company *** applied the complainants coverage limits to the scope of repair work reported and determined the covered amount they would pay and the out-of-pocket amount that the complainant is responsible to pay to have the work completed through the *** home warranty policy. The complainant has the option to request a 2nd Opinion from another contractor within the *** network if they disagree with our diagnosis or costs to repair and they have the option to seek repairs from an out of network company to make repairs and receive a cash in lieu of repair from *** for the amount that *** would cover. The complainant did not request a 2nd opinion and accepted the out-of-pocket costs for the repair. The complainant was contacted multiple times (Jan 8th, Jan 9th, & Jan 10th), when they finally scheduled the repairs on the last attempt for Friday ******* 12th. On the date of scheduled service the compressor was replaced and all items listed on the invoice and approved by the complainant and their home warranty company were installed and the system was operational when the repairmen left the residence. Later that evening, as documented by the complainant, a cold weather front blew in and they reported another failure to *** of the system not heating. Note, the initial report was for an Air Conditioning System Not Turning On. The repair request was sent to our offices after normal business hours. If *** had deemed the complainant qualified for Emergency repair services due to health or safety reasons  they would have upgraded the service request for us to dispatch an on-call technician for sooner service. This was not the case so the complainant was scheduled within the normal service guidelines and a repairman was out to diagnose the new problem on Tuesday ******* 16th. The issue that the technician found was a completely separate problem and related to the Heating system not working properly ******************* Heating Elements on the indoor unit). The parts needed are manufacturer specific and must be obtained through the manufacturer for proper fit and function. The parts are due to arrive at the local supply house on ******* 26th **** and scheduled to be installed on Saturday ******* 27th, ****. There are no additional fees or expenses incurred by the complainant for the completion of this repair. In accordance with the complainants home warranty contract all parts and labor warrantied under the 30 Recall period stated on the policy with parts warranty subject to manufacturers warranty period. Again, as previously stated, the **** system at the complainants home is **** years old. It stands to reason that a system of this age will experience mechanical failures due to age and normal wear and tear use. here...

• Initial Complaint

  01/17/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  ******** was contracted to replace an existing propane furnace at ********************************************************* in March of 2021. The ******* furnace installed was mistakenly setup to use natural gas. My home is heated with propane. The furnace has never generated air over 80 since it was installed. No other work or service has been performed on the unit since original installation.On 1/17/24, a service technician with ******************* inspected the unit and discovered it was installed as a natural gas furnace, not a propane burning unit. I was also informed the unit has been wasting a large amount of propane, is a carbon dioxide hazard and is in need of repairs.I contacted ******** and spoke with ***** in the service department who informed me they have "no further contractual obligation" to help me. ***** also advised I could buy a propane conversion kit myself for $60 and do the work. I explained to him that I do not know how to service the unit but he would not help me. I requested they install the conversion kit unit but they refused.My hope is that ******** will accept responsibility for the poor installation and reimburse me for the repairs I am making today. These repairs will be between $600-$1000.

  Business response

  01/18/2024

  Our company sent a technician to make the repair the morning of Jan 18,'24.  We followed up with an office call to the customer and understand that the customer was satisfied.   

• Initial Complaint

  12/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  A technician with ******** conditioning was sent to our house to repair our air-conditioning and heating through our policy with American home shield. While in our home on 12/21/23, the technician fell through our ceiling in **********, leaving a hole and significant damage. We have been completely unable to contact them since the incident occurred, despite the technician telling us that someone would contact us to make these repairs within 24 hours. As of today, 12/28, we still have a giant hole left by the technician and have not received any contact about repair from this company.

  Business response

  01/03/2024

  Our operations manager has emailed the customer and received no response. Our repairman is able to schedule for next week. We just need the customers availability to make the arrangements.   The customer was also given the option of getting their own estimate.

   

  Customer response

  01/03/2024

  I am rejecting this response because:   
  

  I have no email record of any attempts made to contact me by this business. If that is their position, I would like for proof of that emailed document, and proof of any advising that I obtain my own estimate (for which I also have no record), be provided in this record. 
  

  To date, I have received no contact from this company since they damaged my home on December 21st, despite my many, many, documented efforts to contact them.

  Business response

  01/03/2024

  Operations manager has been in contact with *************************************** and repairs are scheduled for Wed Jan 10,2024.

• Initial Complaint

  11/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  company was dispatched by america home shield warranty. I paid the service call fee and they came out and said there was no issue with the *** i happened to go into my attic approximately a month later and noticed there was standing pooled water in the drain pan, the water had mold and rust in it so it clearly has been there for longer than the time the technician was here. I called them and they told me i had to call American Home Shield and pay them an additional service call to come out and look at the issue. I asked to speak to a supervisor, the supervisor got on the phone and told me i have to call ******* Homeshield as well and then hung up on me. The issue was not with America home shield the issue was with the technician who did not repair whatever is causing the standing water to be in the drain pan. they should honor the initial service call and repair request

  Business response

  11/16/2023

  The customer has a contract with a home warranty company which includes a 30 day recall period.  Because the customer has this contract, our company can only go back if a dispatch is issued by the customer's home warranty company.   ************** followed all guidelines set forth by the warranty company.  Here are **************'s notes "Customer stated he thought the house was humid and not keeping very cool. I set both r/stats to 69 and within 30 mins they both got there. Needs new filters asap. Checked R-22 pressures and amp draws. Also shut down the fresh air intake for the downstairs system. Both cooling split are 16."     Rust and mold are going to be common in the secondary pans due to condensation at different times of the year. What the customer is reporting does not mean there was a problem with the unit functioning.

  Customer response

  11/16/2023

  I am rejecting this response because:   this is not seasonal condensation. there is close to 2 inches of standing water in the pan and that should have been identified as a problem when  you came out. i had another company come and confirm that this would have been painfully apparent to a qualified technician and that the water that is standing would have been there for at least the past month. id be happy to provide a photo of the amount of water. your attempt to deny accountability only goes to demonstrate the low caliber of your company.

  Business response

  11/16/2023

  Please explain in detail what the other company found that makes you feel our company missed something.  Was this other company authorized to service the unit by the customer's home warranty company?  

  Customer response

  11/16/2023

  I am rejecting this response because:   they were sent out by ***************** I specifically asked them to remove you as a service provider for at least my account but potentially all of their accounts.  the other companies findings were already shared in my previous response.

• Initial Complaint

  10/11/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  October 10 & 11, 2023 are latest transactions. Previous was in May of 2023. In May of 2023 they said my unit was undersized for my house and it is not. ******** was supposed to come back out before now to measure my house and check the ductwork but never did so I have had to contact my home warranty company repeatedly to make this happen. My next rating and complaint will be on them, American Home Shield. Yesterday the tech from ******** said my ductwork was too old and put duct tape on the cracked ************** and proceeded to tell me that is how ductwork is repaired that it will not be replaced by the home warranty company. I called my home warranty company and they said they would do a recall and send another technician from the same company. The technician today flat out lied and put in writing that I had said rodents were destroying my ductwork and I wanted it all replace. COMPLETE AND TOTAL LIE. I never said that or anything about rodents to him today. I actually asked they guy yesterday if he saw any signs of mice or anything up there yesterday and he said no so I didn't even bring that up today. The guy that came out today told me he was leaving A US to work in Chemical Engineering and that 6 runs of duct needed to replaced yet the guy yesterday said that 3 runs were newer and fine but that 3 others were old and underperforming but that my home warranty wouldn't cover it so I called them and they did the recall for the second technician who is worse than the first and lying about me... I have paid $85 co pay 3 times so far and a 4th will most likely be deducted from my account tomorrow. Not to mention the higher than necessary electric bills all summer...

  Business response

  10/12/2023

  Our company went out July 28 as a second opinion company.  The means the customer had already had another company out.   Customer paid their home warranty for ******************.  At that time the customer had paid service fee for the other company's service call and paid for ****************** call.    Customer has not included the first company's findings in this complaint.   Customer was denied coverage by their home warranty company on July 28 for being undersized.           Customer then paid another service fee to their home warranty company for the service call on 10/9.    ************ call on 10/11 was within 30 days and customer should not be charged by their home warranty company.     Our company follows specific guidelines set forth by the customer's home warranty company.           Since we were ****************** company, customer must not have agreed with the original company's diagnosis of the system.  

   

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