ComplaintsforA-US Air Conditioning of Texas

• 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,
  
  ****** *****

• Initial Complaint

  08/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In the last four years, I have purchased three new heat pumps from A-USAir. The first unit I purchased in 7/1/2019 has a failed compressor/per the company who was doing our service on all our units. A-USAir gave me a written warranty for 10 year parts and 5 years labor. I called to schedule the work and was told that they would not honor the warranty. I couldnt believe it so I asked for their decision in writing. They refused to give me anything on writing . I must have a/c for my 89 yo father in that part of the house.. I will have to pay for this again on my own. I wanted to give them an opportunity before I took legal action, but they are not very smart to deny a written wArranty.

  Business response

  08/18/2023

  On 5/6 ************** replaced a fuse.  On 5/30 ************** replaced a  contactor in the air handler. 6/30 ************** replaced a capacitor.  Our company did not charge for these parts. The customers warranty company does charge a service fee.   Customer does have a 10 year manufacturer's warranty on parts and equipment. and a five year labor warranty.   The issue of the service fee is between the customer and their warranty service.   
  
  

  Customer response

  08/18/2023

  I am rejecting this response because:   I am complaining concerning the heat pump purchased in 7/2019. The compressor is out. When I called to request a repair under warranty, A-USAir said they would not honor the warranty.  The response sited repairs on my other 3 a/c units. I did not complain about my other units. The A-USAir response also referred to my home warranty company. This complaint does not involve my home warranty company. The a/c unit was purchased from A-USAir and they provided a warranty on the unit. This is the warranty I requested be honored. Because I must have a/c ( its 108 today) I made arrangements for another company to repair the unit and I am paying out of pocket over $1000

  Business response

  09/15/2023

  The customer had a warranty for parts only.  The customer is responsible for service fees, labor and freon.   The customer did not have a labor warranty.

  Customer response

  09/15/2023

  A-USAir  keeps repeating the same dialogue even after I have submitted the information showing theyve promised  labor with their warranty. We are at an impass if they will not acknowledge their written warranty on labor. 

  Customer response

  09/21/2023

  I am rejecting this response because:   

  A-USAir  keeps repeating the same dialogue even after I have submitted the information showing theyve promised  labor with their warranty. We are at an impass if they will not acknowledge their written warranty on labor.

  Business response

  11/13/2023

  Two of the systems, installed 7/1/19 and 7/22/21, have a 10 year manufacturing warranty through ******* and a 5 year labor warranty through ******** Conditioning. The compressor cost from the manufacturer and the labor cost of actually installing the compressor are covered through the previous stated warranties. However, the cost of freon is not covered through either warranties which is where the customer is experiencing the potential out of pocket costs. Freon is required after installing a new compressor to charge the system so the unit will cool successfully. 
  

• Initial Complaint

  08/14/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We are extremely disappointed in our recent experience with American Home Shield, AHS, and their vendor, A-US Air Conditioning of Texas. It took more than two weeks to get the new air conditioner system installed in our home and the worst part was the lack of communication from them during the process. Our a/c died and needed to be completely replaced. It was mid-June and we were into triple-digit temperatures. After a couple of days staying in the house without air conditioning we couldnt take it anymore. We chose to check into a local hotel. But, instead of the project taking 3 to 5 days to complete our project as we were told by ********, it took more than two weeks. As the process of getting the installation remained in limbo day after day, we extended our hotel day after day. We ended up staying in the hotel for 16 nights which left us with an additional bill for over $1,600. We paid for the system in full, as was required, to Front Door Pro Connect on 19 June - $8,037. They told us that the a/c equipment was ordered and would be enroute. Our next call would be from ******** to schedule. From one day to the next we struggled to get any update on our project. Our only ******** point-of contact (POC) was the installation supervisor in ******* ** and my repeated phone calls, texts and messages went unanswered. When we called AHS, they just referred us back to our ******** POC. We felt that we were being ignored by both AHS and ********. Front Door Pro Connect said repeatedly that all the equipment had been delivered and ********* said it wasnt received. The installation finally took place on Saturday 1 July, but we still couldnt stay in the house that night because the unit wasnt cooling. It took two more tech visits, one on Sunday, and another on Monday to get the new a/c working properly. We are beyond frustrated. We feel like we were ignored and dismissed. We felt like we had no one at AHS or ******** to look out for our interests.

  Business response

  08/18/2023

  Customer was adamant that he wanted a Byant unit.  From the beginning the customer was told by our install coordinator that he would not be given a timeline because this would have to be ordered from the manufacturer.  The air handler was the part that took so much time.   Once the manufacturer finds the part, in all cases, it can take up to 5 days to get it to a supply house that carries *************  It is only at this time that we can schedule an install.  

  Customer response

  08/21/2023

  I am rejecting this response because:   

  "Adamant"? Really ? We went with the upgrade unit based on ******** POC's recommendation. We have no problem with the unit being an upgrade. Beyond that, the POC's response misses the point. Even after Front Door Pro Connects reps repeatedly told us the all equipment had been sent and delivered (to San ******* I believe) starting 19 June, we were unable to get ahold of the US Air POC to confirm. From 19 June to 28 June we had trouble getting any updates from US Air. When I did get a response with US Air the US Air POC, he stated his people said all the equipment was not there. Was it all there, or not? It appeared to us the all the equipment had been delivered and then a part of the order went elsewhere, perhaps to some other project. I dont know. And thats the point we are trying to make. Staying in our house without any air with temps over ************************** a hotel not knowing from one day to the next when we could get the installation scheduled and completed. The lack of response to our requests for updates every couple of days seemed unreasonable and very frustrating.  

  Business response

  09/15/2023

  Our company received the dispatch June 12 and ran the service call to diagnose on June 13.    On June 15, the customer decided to go with the Pro Connect option through their home warranty company. At that point the customer's home warranty company has to process, locate and collect funds from the customer.   The unit was released to us on June 29 and the install was done on       July 1.   Customer's wait time was due to their home warranty company's process during the middle of the summer.   

  Business response

  09/15/2023

  Regarding the last response to customer's rejection.   I used the word "locate."  To be clear, this meant that the customer's home warranty had to locate the needed equipment which can be difficult during the busy summer months.   

  Customer response

  09/15/2023

  I am rejecting this response because: It is easy to put blame on the *** warranty process, but inaccurate.  From the information we had at the time, the prolonged wait time was due to the discrepancy of facts presented to us between Pro Connect reps and ******** installation manager. One said all equipment had been delivered and the other said no it hadn't. As a customer, how are we supposed to know, especially since we could not get the ******** manager to return our calls ? The consequence of the lack of accurate updates on the status of the delivery of the equipment was we continued to stay at a hotel - going day by day by day. 

• Initial Complaint

  08/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  July ***** i called American Homeshield about an air conditioning failure at my home. They dispatched ******** to my home to diagnose. ***** was a tech sent to diagnose, he looked at my outside unit and my unit in attic. Later that day i was told our compressor was damaged. We where given two options 1. Get new compressor and bring outside unit up to code $1410 or 2. **** Upgrade $2424. I opted for and paid for the **** upgrade. July25 installer ****** installed a new ac unit removed my old unit but left a old blower from the old unit and attached it to my new ac upgrade it froze like ice on Aug3rd new ac system failed i hv pics. Called American Homeshield it was within 30 days they dispatched ******** again ***** came back said capacitor was bad replaced and left with ac blowing hot air. My home was 90 inside i could not stay. I am retired from **** on disability for Lupus SLE. Called back american homeshield advised system still in failure they dispatched ******** i told them not to send ***** again. Spoke to ***** he was rude i have a recording i could not speak with him so I was able to talk to ***** installation manager. Two people came on 8-8-23 a installer **** to remove the part they was not to have been installed on my new unit per code and ****. Was told it was the blower motor it was replaced system still in failure. Was told by ***** i have a coil leak. I was never told about a leak before new ac install. **** said installing new high efficient unit to a old coil blew a hole in the coil. ***** sent a invoice from homeshield saying i need to pay $1790 for a plenum coil. Why should i have to pay for the incompetent negligence of ******** installer and Techs? Homeshield have documentation stating the ******** installer said i had no out of pocket cost. ***** is refusing to take accountability and pay the cost to replace and fix my hvac system. Why would ******** make me pay? What did I do wrong? Gross negligence from ********. Please help me resolve this.

  Business response

  08/11/2023

  The inside coil could not have been diagnosed until the unit was operational because it has to be under pressure to detect leaks. 

  Customer response

  08/11/2023

  I am rejecting this response because:   Why do there always has to be a rebuttal and never a solution made to correct the companys mistakes. There are endless reviews online about the company that further backs the experience I am going through. There where mistakes made each time ******** dispatched to my residence. To say the company had no way to check for a leak is a flat out lie. When the first dispatch was made to my home ***** came out. My unit was operational and running, it was not cooling. If at that moment of the first dispatch and my system was not cooling the first thing that should have been checked for is a leak. However this was not done as a matter of fact at no leak check was performed per my records or conversation with the dispatched installer or techs. At that time and moment ***** had the opportunity to run all diagnostic test, including any freon, coil leak. My hvac system was also operating and working after the new ac unit that we paid $2424 for was installed by ******** in at which time my system was able to be checked for any leaks and proper installation of the new ac unit. If there was a coil upon the new installation of my new ac unit it should have been detected then as well. So there where multi times ******** came out to my residence and could have checked for a coil leak. What happened instead is I was told I had other failures that where repaired. While incorrectly diagnosing my hvac system the inside system failed because of the neglect to properly diagnose a coil leak while my system was working pressurized and able to be checked for a leak. I have never been told I had a leak. The response sent over by the business shows the incompetence. 

  Business response

  09/15/2023

  Our company waived the cost of the coil.  The customer's home warranty paid for it.   The customer paid nothing. 

  Customer response

  09/15/2023

  For the record I would like to give my opinion on the response from the company ******** in reference to my hvac system. The response simply said:Our company waived the cost of the coil.  The customer's home warranty paid for it.   The customer paid nothing. If the company waived the charge for my coil, however American Home Shield paid for it, then thats a contradiction of the company waiving the charge. ******** did not take accountability for gross neglect while at my home. To say the customer paid nothing means what exactly? This was never about me as the customer getting or wanting anything for free. It was about ******** and the people employed by them to be professionals and to being held accountable and righting a wrong. It seems as if American Home Shield, if they paid anything failed to hold them accountable as well. I am still not satisfied as to how the resolution played out. ******** do not feel like they did anything wrong nor did they offer an apology. The only thing in my opinion ******** was concerned about was not paying for the mistakes of their employees. 

  Customer response

  09/15/2023

  I am rejecting this response because:   For the record I would like to give my opinion on the response from the company ******** in reference to my hvac system. The response simply said:Our company waived the cost of the coil.  The customer's home warranty paid for it.   The customer paid nothing. If the company waived the charge for my coil, however American Home Shield paid for it, then thats a contradiction of the company waiving the charge. ******** did not take accountability for gross neglect while at my home. To say the customer paid nothing means what exactly? This was never about me as the customer getting or wanting anything for free. It was about ******** and the people employed by them to be professionals and to being held accountable and righting a wrong. It seems as if American Home Shield, if they paid anything failed to hold them accountable as well. I am still not satisfied as to how the resolution played out. ******** do not feel like they did anything wrong nor did they offer an apology. The only thing in my opinion ******** was concerned about was not paying for the mistakes of their employees. 

• Initial Complaint

  08/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 08/03 I scheduled a service call for our AC unit through our Home Warranty. I was assigned an appointment for 08/07 at over 105 degree weather here in Texas. Monday comes around and I get a text message saying my appointment has been re-scheduled to Wednesday, 08/09 now, again it's over 105 here in Texas. They are telling me that the technician had a family emergency and they have to re-schedule all appointments. I am sorry for them, but this is not my problem, I already waited for 4 days for someone to come out, it's not a matter of me not being patient. We have small children here and this is unacceptable.

  Business response

  08/11/2023

  We are sorry that the technician's emergency delayed your service.  At this time of year heavy call volume fills all up all the technician's schedules.  The customer always has the right to contact their home warranty company to find a solution.  I do see the property was serviced on the Aug 9 and the unit is now in working properly.  

• Initial Complaint

  08/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ******** came out to my house to service my ** 07/23. The suggested Freon was low and added freon before ever checking for a leak and left. This didn't work, so I called to have them come back out. The same technician came back and determined the inside unit coil had a leak and thus needed to be replaced. It was ordered and installed. This cost $2,070 out of pocket. Following that repair the new unit was still not cooling the home. I called the next day for someone to be sent out. The came out checked the system lowered the temp to 68 degrees and told me the system was fine there and left. ** still not working, unable to cool below 79 degrees during the day. Another call was made, the same technician again said the ** is working and they can't do anything more. He suggested I should consider foam insulating attic or purchase a new unit for $15K. I hired an independent contractor for diagnostic $133 out of pocket. He said that the outside unit showed regular pressure & working correctly, but that the *** on the new inside unit was damaged during install. I called and made a request for a different technician from A-US who said there is nothing wrong with the *** but suggested the outside unit had a bad compressor that needed to be replaced at an additional cost. I then hired a second independent contractor $150 to come and do a second diagnostic. He concluded that the compressor pressure had a normal reading and did not need to be replaced. another call was placed to ********, who said they would replace only the compressor, but at a cost of $390 for freon. This company has been sent out to fix my ** multiple times over the last two years by AHS. With each visit there is a new item or new part broken. I have had to pay for freon multiple times as a result and my ** still after multiple assorted repairs does not work. I have paid over $2,000 to this company outside of what AHS pays them and am still at a loss. Other 3rd party companies do not see the same issues.

  Business response

  08/11/2023

  The valves in the compressor are in a welded housing.  In ordered to diagnosis a problem, the unit must be operational.  All fees regarding freon and code requirements are not covered by the customers home warranty company. 

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