ComplaintsforA-US Air Conditioning of Texas

• 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.  

   

• Initial Complaint

  09/21/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 09/20/23 I was denied by a tech of this company saying I neglected taking care of unit due to ******************************************************** 2019 no flood of 22 ft ever on the land or neighborhood would have noticed. I have *********************************** the unit was worked on 5 years ago. And spring and fall maintenance every year. Apparently he made up a story told insurance to denied me so I would in turn pay them for new AC. I have deed of when i bought houseI have insurance I can have whole neighborhood sign off saying no flooding of 22ft. They lied and fabrication a version of a story with now proof.

  Business response

  09/21/2023

  Customer's neglect led to their ********************* denying coverage.  There was flooding in 2018 in which that very technician worked with the first responders.  I-10 basically caused a dam and the core of engineers went in and actually demolished part of the median to allow water to flood away from this area.  The pictures taken by our tech clearly show the impacted condenser, which resulted in an actual blow out the length of condenser.   Customer's home warranty company has specific guidelines in approving authorizations.  At any point the customers warranty company can and often does request pictures of the unit.  They would have no problem seeing the neglect in the technician's pictures.

  Customer response

  09/25/2023

  No Comments 

  Customer response

  09/25/2023

  I am rejecting this response because:   My house at ******************** ***** Texas was bought in 2019. Prior to the dates I owned home no flood of 22ft was near my house. I can get records and signed documents from my neighbors stating this fact my house was never condemned or paid out by FED GOV.  I in no way neglected my AC unit. It was worked on by ***** Home warranty 5 years ago and a fall inspection and spring inspection through ***** and AHS insurance every year. My AC unit is well maintained at all times and new parts were added 5 years ago. Your tech is falsifying document to force me as a client to buy a new unit. I am offended by this slander that I neglected my unit. He is a liar and a cheat. He should get his facts checked about who was paid out by fed government and what houses was destroyed because my family and friends of ************************************************************************** unless a flood of 22 feet just hit my house. Are you joking!!! I'm not happy about this slander and insult to my intelligence or the fact that you expected my insurance company to believe and pay you out a dime. I informed *** and they have records of my maintaining my unit. You are insulting me, and you should be investigated for FRAUD !!! 
   

  Business response

  09/29/2023

  Please see attached pictures showing this customer's neglected condenser and flooding in *****,Texas.

  Customer response

  09/29/2023

  I am est 8 miles from the picture you copied from the internet that is from 2017 ***********************. Your tech stated the flood was 2018. The pad in photo was placed there 2019 when *************** repaired unit on inside and outside I paid for the pad out of pocket. Again ,no flood of 22 ft in my house. My aunt who owned house all of 50 years never had a flood of 22 feet. I moved in 2017 Dec 6th and bought 2019. You do not care about clients ********** and will fabricate stories . Do better than showing me the out side of unit and a picture from the internet anyone can pull up. I have proof I had insurance and twice year mantance with **** and AHS. You prove 100% my house had a 22ft flood in 2018 and fed gov paid off. I want proof other than a internet photo 8 miles from my house. My neighbors are very curious about this.  also. See both photos the one of the inside of condenser just small amount of dirt. The other is distant from my house to where the photo of city limit sign is near. 

  Customer response

  10/03/2023

  I am rejecting this response because:   

  I am est 8 miles from the picture you copied from the internet that is from 2017 ***********************. Your tech stated the flood was 2018. The pad in photo was placed there 2019 when *************** repaired unit on inside and outside I paid for the pad out of pocket. Again ,no flood of 22 ft in my house. My aunt who owned house all of 50 years never had a flood of 22 feet. I moved in 2017 Dec 6th and bought 2019. You do not care about clients ********** and will fabricate stories . Do better than showing me the out side of unit and a picture from the internet anyone can pull up. I have proof I had insurance and twice year mantance with **** and AHS. You prove 100% my house had a 22ft flood in 2018 and fed gov paid off. I want proof other than a internet photo 8 miles from my house. My neighbors are very curious about this.  also. See both photos the one of the inside of condenser just small amount of dirt. The other is distant from my house to where the photo of city limit sign is near. 

  Business response

  12/01/2023

         I'm happy to address this situation again.  As shown in the pictures, damage due to standing water can clearly be seen.  A well maintained system would not have dirt caked onto the unit.  Pictures were provided to your home warranty company who agreed with our company's diagnosis.   Our agreement with your home warranty company requires us to provide this kind of proof showing the diagnosis.  The customer's home warranty company makes the final decision regarding the process of a denial.                                                                                                                                                 The customer has the right to obtain a second opinion per their home warranty contract.   

• Initial Complaint

  09/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had a new air conditioning unit installed by AUS Air Conditioning Aug. 1, 2017 work order number ********* I went through American Home Shield my home warranty company I paid $100 plus $800 for them to install the new unit inside and outside. The problems I been having is water leaking from *** pipe was not caped off I call *** Air about this problem they refuse to come back out I have fail through my home owners insurance once last year floors has to be replaced due the water and pipe not caped off State Farm has came back out and found out where was the water keep coming from, he found out that a *** pipeline on the side of the unit was over flowing with water which caused the build up water under the laminate and carpet and water setting under the unit inside causing mold which is a health problem AUS Air said they didnt replace the *** pipes but I never had this problem until they replace the unit I know they replaced the pipes because We both was here watching the contractors. I called AUS Air several times about this problem they want more money to come out. My name is ******************* address *************************************************** or ********************* ************. Please call me or ******* my email is ******************* please help us we are senior citizens my husband is 90 years old we on a fixed income

  Business response

  09/18/2023

  The install was Aug 2,2017.  When we were called back to the property  almost  4 yrs later on July 18,2021, the technician showed the customer that the water was from the toilet.   The Air Conditioning unit has a float switch.  The customer needs to consult a plumber.

  Customer response

  09/22/2023

  American Home Shield sent AUS Air Conditioning out this morning he cut the sheet rock blew PCP pipeline out and said I wouldnt have any problems for a while I ask how long he rudely responded get access to PCP pipeline and left

  Customer response

  09/27/2023

  I am rejecting this response because:   American Home Shield sent AUS Air Conditioning out this morning he cut the sheet rock blew PCP pipeline out and said I wouldnt have any problems for a while I ask how long he rudely responded get access to PCP pipeline and left

• Initial Complaint

  09/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a scratch and dent (but new) AC unit last fall. This summer, the until started making a screeching noise and not cooling well. I contacted the tech who installed the unit (and who happens to live a few blocks from me), and he explained that it would need a new part. I have been trying for MONTHS to get to the tech to replace the part needed since the unit is under warranty. I have gotten multiple excuses from the parts "being bad" to "the part is in my truck", and he has given me several dates/times he would be there to do the warranty call, but has never shown up the do so. I am not sure if the tech did something shady on the sale, and that's why I can't get resolution, but right now I'm out the money for the unit and need the repair done since it is supposedly under warranty, and the part is available (and in hand, I've been told). Currently, the tech has stopped responding to my messages. I have the entire conversation saved via text with dates and warranty info, which I have uploaded below. I started asking for help in May, and it's now September with no resolution. You can see the trail of the tech saying he has the part and making plans to be at my house, but he has never shown up. I even asked if I should call his company directly and see if another tech could help since he obviously can't, but zero reply.

  Business response

  09/08/2023

  This technician started with our company in June of 2023.   The customer stated that they bought the unit in the Fall.  This was before he was our employee.  Our company has no responsibility in the matter.  

  Customer response

  09/08/2023

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  09/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Ac installer caused fire damage to my yard and my neighbors yard while repairing my ac. Refused to give written statement to indicate he caused the damage and left when calling sheriffs department.

  Business response

  09/08/2023

  Our supervisor has reached out to the property owner to discuss the purchase of sod for the area burned.  He has also reached out to the neighbor but has not received a response back. 

  Customer response

  09/25/2023

  During an air conditioner repair, the technician burnt and destroyed my grass. ********************* company manager agreed to repair but has failed to respond to any emails or calls. Spoke with the installation manager ***** and his response is that its just grass it doesnt matter. This company is highly unprofessional is the response to customers and their response damages from their employees.

  Business response

  12/28/2023

  As previously stated, a supervisor reached out about buying sod. The supervisor also reached out to the neighbor but did not receive a response.

  Business response

  01/04/2024

  As previously stated, a supervisor reached out about buying sod. The supervisor also reached out to the neighbor but did not receive a response.

  Customer response

  01/04/2024

  I attempted to call the busines on several occassions in which the emoyees were rude and refused to speak with me regarding the issue. The complany did reach out to my neighbor. My neighbor stated the company left a voicemail stating they would repair the grass but they have not contacted the neighbor again. Because i hired the  company my neighbor is expecting me to take of the issue. I will attach a copy of the text message conversation between me and my neighbor stating what the company stated...including he didnt have to call back and they will repair the grass

  Customer response

  01/08/2024

  I am rejecting this response because:   

  I attempted to call the busines on several occassions in which the emoyees were rude and refused to speak with me regarding the issue. The complany did reach out to my neighbor. My neighbor stated the company left a voicemail stating they would repair the grass but they have not contacted the neighbor again. Because i hired the  company my neighbor is expecting me to take of the issue. I will attach a copy of the text message conversation between me and my neighbor stating what the company stated...including he didnt have to call back and they will repair the grass

  Business response

  01/11/2024

  The supervisor did reach out as previously stated.  Please send pictures of the current status of the grass that was burned. 

  Customer response

  01/15/2024

  Photo attached 

  Customer response

  01/23/2024

  During an air conditioner repair, the technician burnt and destroyed my grass. ********************* company manager agreed to repair but has failed to respond to any emails or calls. Spoke with the installation manager ***** and his response is that its just grass it doesnt matter. This company is highly unprofessional is the response to customers and their response damages from their employees.

  Customer response

  01/23/2024

  pictures per request.

  Customer response

  01/23/2024

  here are the pictures you requested   

  Business response

  01/23/2024

  The customers grass no longer shows the burned area.   It's fall and the grass has and will be regrowing over the next two months..

• Initial Complaint

  09/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Damages caused by this business and they refuse to correct and address the damages caused by the faulty repairs.

  Business response

  09/08/2023

  Customer's repairs were rescheduled twice in August and now are scheduled for Wednesday Sept 13.

• Initial Complaint

  09/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  A US-Air Conditioning of Texas (Lic #s *********** an ***********) was assigned to service my AC Unit on July 13, 2023 by American Home Shield aka AHS. The complaint was my AC unit was not cooling, continuously running and the inside temperature was not reaching the set temperature on the thermostat. On July 24, 2023, Martin ******, aka "Marty", Technician installed a TXV improperly on my AC Unit causing the Coil fail. It has been 53 days that I have been without my AC unit working properly. Please see attached time-line and summary. Other documents, text messages, e-mails, and recordings are available upon request.

  Business response

  09/15/2023

  Our company has to follow the guidelines for diagnosis set forth by the customer's home warranty company.  The customer had more than one restriction.  The coil leak could not be detected until the restrictions were fixed.  The TXV caused a restriction.  And the dryer caused a restriction.   Only at this time could the coil could be properly pressurized and the leak could be detected.   A TXV will not cause a coil to fail.  

  Customer response

  09/15/2023

  I am rejecting this response because:   

  A US-Air Conditioning of Texas assigned by AHS (American Home Shield) Warranty Company had visited the residence home (6) times beginning on July 13th - August 4th but was unable to resolve the AC issue.  It is to be noted on July 27th, that Martin ****** aka "Marty", Tech for A US-Air Conditioning of Texas had installed a TXV.  Because the AC which had some cooling was not cooling at all (since the TXV installation) and still not working the *****s' contacted AHS on August 9th.   On August 9th, AHS sent another contractor for a second opinion Bobby, Tech with "** **** **** *** ******* *** *******" to the *****'s residence, as an emergency call, because the *****'s had been without a properly working AC for now 29 days.

  Bobby, Tech discussed his findings with the *****s', that in fact the TXV had been installed improperly by the previous company (A US-Air Conditioning of Texas) causing the coil to fail!  Bobby took pictures to show the *****s' the improperly installed TXV and also submitted in writing on company invoice, just in case I needed it for future reference or litigation. 

  The dryer change was done the same day Refugio ********* aka "Ref", replaced the improperly installed TXV by "Marty" on August 19th.  ****** ***** asked Ref when he was at the residence on August 17th about the coil needing replaced because of the diagnosis from ** **** **** *** ******* *** *******, Ref's response was “no, the coil is good", just need to replace the TXV.  I noticed then the cools had a frost or looked frozen, and he still related just the TXV.  Understand this is now the 2nd TXV to be installed.  The problem with the TXV Marty installed was the sensing bulb was outside the evaporator coil unit and stuck down inside the black foam as shown, instead of being mounted to the suction line with a metal clamp to maintain good contact.  Ref showed ****** ***** that Marty had soldered liquid line too much that the liquid line was no hollow (open) but soldered completely closed. 

  If the TXV had been properly installed on July 27th, there would not have been an evaporator coil failure problem, therefore no need for a new installation of an evaporator coil or the additional Freon cost.  Also, on Sept 11th, A US-Air Conditioning of Texas is trying to charge homeowner for Freon at $65 per pound for 13 lbs. ($845).  However, on 8-10 lbs. (10lbs $650) of Freon was actually used.  Note ****** *****, Homeowner has a voice recording of the technician, Chacho stated how much Freon he put in the AC unit.

  The negligent of A US-Air Conditioning of Texas (Marty, Tech) is the nexus to further damage to the AC unit.  A US-Air Conditioning of Texas should own the negligence of their technician(s) and make the homeowner whole at NO COST!!! 

  See Attachments

  Business response

  09/21/2023

   

  Customer pays service call fee to their home warranty company and does go to our company.   Customer's warranty did pay partial freon cost.   The installer used the data tag to tell customer how much the outdoor condensing unit holds.   This did not include the refrigerant that is needed for the line set within the house .  The actual freon used will depend on the configuration of each customer's line set.   Customer's warranty company pays $10 towards each pound of freon.  This customer used 13lbs total at $65 per lb and paid $845 to our company.   All other fees went to the customers warranty company.

  Business response

  09/21/2023

  the first line of the last response should have read, Customer pays service call fee to their home warranty company and does not go to our company   

  Customer response

  09/21/2023

  I am rejecting this response because:   

  It is fact that the $845 was paid directly to A US-Air Conditioning of Texas by ****** *****, customer.  The AHS (American Home Shield Warranty Company) will pay the first $10 per lb. (So original cost was $75 lb. charged by A US-Air Conditioning of Texas).  Therefore, the cost of Freon is $65 per lb. for the customer.  AHS was given an invoice from A US-Air Conditioning of Texas stating 11 lbs. of Freon at $75 per lb. and $150 Modification bringing the total to $865.  Chacho, technician,  A US-Air Conditioning of Texas stated he put "a little of 8lbs but no more than 10lbs of freon" in the AC unit.  (NOTE:  The service call with Chacho, technician was recorded, and the information is clearly stated on the voice recording!  Keep in mind that the negligent of Martin aka "Marty" ******, technician with A US-Air Conditioning of Texas cause the damage of the evaporator coil by improperly installing the wrong TXV, thus causing the evaporator coil to FAIL!!  This was clearly stated by the 2nd opinion AC Company (** **** **** ***) on their invoice.  The customer (*** & ****** *****) should not have incurred any fees for this repair.  There would be no Freon charge if the evaporator coil did not need to be replaced due to negligence of A US-Air Conditioning of Texas.   A US-Air has still failed to repair my AC since July 13, 2023.  It has now been 69 days without a properly working AC.  They were just her on 09-18-29 to install a thermostat; however, AC is still not working properly.   A US-Air Conditioning of Texas needs to just own their mistake and do the right thing!  (see attachments)

   

  Customer response

  09/21/2023

  The following sentence in my response 09-21-23:  The date and word (her - here) have been corrected below:

  They were just here on 09-19-23 to install a thermostat; however, AC is still not working properly.   A US-Air Conditioning of Texas needs to just own their mistake and do the right thing!  (see attachments)
  Attached Files/Documents

   

  Customer response

  09/21/2023

  Response 09-21-23 to business message:

  After going back to listen to the voice recording on 09-11-23, ** *****, homeowner related to Chacho, technician with A US-Air Conditioning of Texas that the factory charge on the AC unit is 8.63 (Freon) and Chacho did state "Yes, I put a little more than 8 lbs. to 10 lbs. or less. because you have to put freon back in the lines, but you cannot put too much or too little, because no good". 

  Note:  Voice recording is available for review by BBB. 

  Customer response

  09/21/2023

   

  Please find attached the updated A US-Air Conditioning of Texas Timeline as of 09-21-23

  Customer response

  11/15/2023

  Please see updated timeline for complaint ID ******** - Note new details in timeline dated Sept - Oct 23, 2023.

  Customer response

  11/16/2023

  Better Business Bureau:
  
  I am rejecting the offer to use BBB arbitration to resolve this dispute, complaint ID ********.
  
  I am rejecting this service because:

  I have consulted with my attorney, and at this time, I will not be moving forward with an BBB arbitration. 
  
  Thank you.
  
  ****** *****
  ***** ********     
  

  
  

  
  
  Sincerely,
  
  ****** *****

*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. ↩