ComplaintsforA-US Air Conditioning of Texas

• Initial Complaint

  04/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The company was dispatched by American Home Shield: I had received a call Monday (4/18) morning stating that a technician would call me Tuesday to schedule for me appoint that would be scheduled for Wednesday (4/20). Technician never called the day prior nor make any type of attempt to know the problems to my heat pump. I received a text at 1903pm saying Hi my name is Daniel from A-US and will be at your residence between 11-2. The lady from American home shield did not care about the extensive lack of professionalism or problems and could barely speak English. Daniel called and told me he was on his way nothing more from him. Daniel somehow gained entry to our gated community and was at my front door. Upon arrival I explained all the problems with my unit starting from heat pump not wanting to switch to heat, the ac not cooling rights and the unit tripping the breaker. He acknowledged me and said he would take care of it. All he brought out of his vehicle was a single screwdriver with a socket attachment. Not to long after he was knocking on the door and stated that the pressure was ok, so your ac is operating "ok." He further stated that he is done here after IR temp testing the vent by the door. Daniel then stated that I would need to put in another work order from American Home Shield ($100) for the heat side of the heat pump. Daniel never checked the attic air handler and lost a screw for the access plate on the heat pump. He could have stated from the beginning that he was not going to fix the multiple problems I could have rescheduled or attempted for another contractor to come out and handle the job. AHS also failed to help with the problem. I have tried to contact Robert J****** from A-US air and he would not return my call.

  Business response

  06/22/2022

  Business Response /* (1000, 8, 2022/05/11) */ WE DID RECIEVE A WORK ORDER FROM AHS FOR 1 UNIT AND THATS ALL WE CAN WORK ON AT THE TIME. THE HOME OWNER WOULD HAVE TO PLACE A WORK ORDER FOR THE ADDITIONAL UNIT AND THAT DID NOT HAPPEN WHEN WE WERE THERE IM SORRY WE LOOKED AT 1 UNIT THATS ALL WE WERE AUTHORIZED TO DO THANK YOU Consumer Response /* (3000, 10, 2022/05/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) It's the same unit the "additional" unit A us air speaks of is completely fine.

• Initial Complaint

  03/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have called a couple times and left voicemails to Keith (install coordinator at A-US) about the work they did on 9/15/21. I just started using the air again as it's gotten hotter and need air to be able to stay in my home. I have not received a call back. As the heat is coming on and it's 78 degrees in my upper level) I had no choice but to call another repair company. Turns out, the work that was done on 9/15/21 by A-US Air was not correct. After installing the coil, A-US Air did not put in the right piston and did not use a txv which caused my system to go down. I had to have $3,900 worth of work done as a result of their incomplete work. I am not happy and this type of work should not be allowed to happen.

  Business response

  06/15/2022

  Business Response /* (1000, 11, 2022/05/11) */ IM SORRY TO HEAR THAT KEITH DID NOT CALL YOU BACK YOUR WAARANTY HOW EVER IS THROUGH AHS AND YOU SHOULD HAVE CALLED THEM TO PLACE A WORK ORDER FOR US TO COME OUT WE CANT HONOR SOMEONES ELSES WORD WITH OUT US HAVING THE CHANCE TO GO OUT AND ELVAUATE THE UNIT THANK YOU

• Initial Complaint

  02/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On February 9, 2022, A-US Air Conditioning attempted to install a new coil in our Carrier AC unit in the attic. In removing the old coil, the technicians punctured two water pipes, thereby causing water to flow from the attic to the master bath on the first level of our house. The water caused considerable damage to the ceiling of the master bath. The company is refusing to pay for the repair of the ceiling's sheetrock and paint. The company did complete the installation of the new coil at a cost to us of $1,550.00, fully paid on 2/09/22. We endured two days of their prolonged installation and a independent plumber's repair of the two water pipes. While we now have a working AC and repaired water pipes, we have been left with water damage for which the company will not take responsibility. I am gathering bids from painting contractors for the repairs.

  Business response

  03/15/2022

  Business Response /* (1000, 5, 2022/02/21) */ ATTACHED YOU WILL FIND A PHOTO OF WORK THAT WAS ALL READY EXISTING BEFORE OUR ARRIVAL. WE HAD TO REMOVE THE NAIL AND STRAP TO TAKE OUT THE NON REAPIRABLE COIL AND REPLACED WITH A NEW ONE WHEN WE REMOVED THE NAIL THE GUYS REALIZED WATER WAS COMING OUT DUE TO THE NAIL THAT WAS THERE IN THE PLATFOAM WAS NAILED THROUGH A HOT WATER LINE.. SO THE WATER WAS NOT DONE BY A US AIR WE REPLACED THE COIL A PLUMBER CAME OUT AND REPAIRED THE WATER LINE THAT THE NAIL WAS NAILED THROUGH THIS WAS ALL PRE EXISTING WORK

• Initial Complaint

  12/14/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had US-Air Conditioning Of Texas come out to install a new furnace. The furnace failed inspection, does not work, and i only get the runaround about whom is responsible to fix the furnace. I paid $1500 out of my pocket, and did not get the service requested. Work order #XXXXXXXX

  Business response

  02/04/2022

  Business Response /* (1000, 10, 2022/01/25) */ We called and spoke with the homeowner this morning and he said he had another company come out free of charge and does not want us back out Sorry for any inconvenience this has caused

• Initial Complaint

  11/23/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ******************** dispatched A-US Air Conditioning of Texas to service the HVAC system in my home in Wimberley following my service request to AHS on July 23, 2021. I paid A-US Air of Texas $2,945 for the installation of a new air handler and 16 pounds of R22 freon. The system failed and a different licenced HVAC contractor was called to diagnose the problem on November 9, 2021. The second contractor found that the welds on the air handler were improper and caused the R22 freon yo escape from the system. A-US Air also failed to connect the wiring for the heating system, so the system did not provide heat. The second contractor also stated that the system installed could not accomodate 16 pounds of R22 freon, and clearly the invoice misstated the amount of freon that had been added to the system and billed in July. A-US Air of Texas failed to inform me that R22 freon is being phased out and did not offer me the option of converting to R410a. Due to the loss of freon and other mistakes made in July, the entire system now needs to be replaced at a cost of over $9,000. Neither ******************** nor A-US Air Conditioning of Texas has responded to my calls or emails requesting a resolution to this problem. I am seeking firstly a response and acknowledgment from both ******************** and A-US Air Conditioning of Texas. Secondly, I am seeking reimbursement of the July charges for substandard and dishonest work.

  Business response

  02/04/2022

  Business Response /* (1000, 8, 2021/12/13) */ We serviced the property address **** Oak Run dr. On X-XX-XX on this day our tech found the indoor evap coil leaking freon the leak was non repairable.We notified the residence Home Warranty ***** of the problem that was detected at the residence. The Home Warranty gave us authorization to replace the indoor unit. We set up the installation of the indoor unit and explained to the homeowner the items that were not covered thru the Home Warranty. On 11-15-21 the homeowner tried to schedule a service call thru the Home Warranty at this time we found out the homeowner was not a Home Warranty customer anymore.We went out on 11-19-2021 to service the HVAC system at this time our tech found a bad outdoor expansion valve at this time we gave an estimate for the repair of $2,250 The repair was expensive due to the old style refrigerant of R-22. Any time we replace a piece of equipment containing this type of refrigerant our install coordinators strongly recommend upgrading the HVAC system due to the refrigerant. If our company made a mistake by leaving a WEAK weld at the copper joints we will need proof from a licensed contractor and will reimburse the amount of $1,600 that was paid to us for the R-22 refrigerant.We don't understand why the homeowner is seeking $9,000 keep in mind the indoor unit is brand new.We stand behind our workmanship however we are human and do make mistakes.We apologize for any inconvenience we might of caused. This homeowner has also complained to the State Consumer Response /* (3000, 10, 2021/12/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) The response from the contractor is unacceptable. There are factually incorrect statements , including that I tried to schedule a service call through the home warranty company *** on 11-15-21. I had canceled my contract with *** at its expiry date in August, because I was so dissatisfied with both *** and A-US Air of Texas. On 11-15-21 I simply called to report the work done in July had failed and enquirer as to whether the contractor could stand behind their work. Also, I never requested reimbursement for the $9,000 I spent with the other contractor to remedy the problem. I requested reimbursement of the $2,945 that was lost due to faulty workmanship and failure to notify me that R22 refrigerant and components are obsolete and no longer permitted under the EPA. To be clear, I am seeking reimbursement for the $2,945 and not $9,000. I am uploading the invoice from July and a photo of the installed air handler where the welds failed. The licensed contractor that diagnosed the problem is ******'s Heating and Cooling of Wimberley. Business Response /* (4000, 14, 2021/12/29) */ We serviced the property address **** Oak Run dr. On 7-21-21 on this day our tech found the indoor evap coil leaking freon the leak was non repairable.We notified the residence Home Warranty (***) of the problem that was detected at the residence. The Home Warranty gave us authorization to replace the indoor unit. We set up the installation of the indoor unit and explained to the homeowner the items that were not covered thru the Home Warranty. On 11-15-21 the homeowner tried to schedule a service call thru the Home Warranty at this time we found out the homeowner was not a Home Warranty customer anymore.We went out on 11-19-2021 to service the HVAC system at this time our tech found a bad outdoor expansion valve at this time we gave an estimate for the repair of $2,250 The repair was expensive due to the old style refrigerant of R-22. Any time we replace a piece of equipment containing this type of refrigerant our install coordinators strongly recommend upgrading the HVAC system due to the refrigerant. If our company made a mistake by leaving a WEAK weld at the copper joints we will need proof from a licensed contractor and will reimburse the amount of $1,600 that was paid to us for the R-22 refrigerant.We don't understand why the homeowner is seeking $9,000 keep in mind the indoor unit is brand new.We stand behind our workmanship however we are human and do make mistakes.We apologize for any inconvenience we might of caused. This homeowner has also complained to the State Consumer Response /* (4200, 16, 2021/12/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) This response is the same, word for word, as their previous response. It does not address the issues poured out in my original complaint or my subsequent responses filed with the BBB. I have written statements from a licensed HVAC contractor that show faulty workmanship on the part of A-US Air of Texas caused the loss of the R22 refrigerant after they installed the air handler. To date, A-US Air has denied my request for reimbursement, although they repeatedly state in their responses that they will. A-US Air of Texas has made no attempt to contact me to remedy the faulty workmanship or discuss any reimbursement. It would appear that A-US Air of Texas is simply providing the same canned response over and over in an attempt to salvage their reputation among readers of the BBB reviews. It should be noted that they have not yet made any attempt to remedy the problem and as the consumer, I have not yet seen my complaint adequately addressed.

• Initial Complaint

  10/26/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had A-US Air Conditioning come out and look at both of my AC units prior to winter to check the heating elements. This happend on 10/19/2021 at approximately 12:00PM. Their tech told my wife that the air filters were dirty and needed to be replaced. My wife informed him that the air filters were not at the store that we had to special order due to it being a unique size. The air filters arrived on 10/23/2021. I went to replace them and I found out that the tech did not put back the filters and I was running my AC units for 4 days without filters. I called to remedy this problem and spoke with Angel. He told me it was not their fault that their tech removed the air filters and that they followed all steps. He also guaranteed that my AC had no damage without even inspecting it after the 4 days. They refuse to take any responsibility and even said the tech was a senior tech and knew exactly what to do.

  Business response

  02/04/2022

  Business Response /* (1000, 15, 2021/12/29) */ WE DID DO A HEATING CHECK ON THE HOMEOWNERS UNITS AND ADVISED THE HOMEOWNER WE WERE REMOVING THE IMPACTED FILTERS TO PREVENT ANY DAMAGE TO THE UNITS AND ITS THE HOMEONERS RESPONSIBILITY TO REPLACE THEM.. OUT TECH EXPLAINED THAT ON 10/19/2021 AT THE TIME OF THE SERVICE CALL PLEASE SEE REPORT TECH EMAILED TO HOMEOWNER THE DAY OF SERVICE CALL 10/19/2021 XXXXXX ****** *****: Performed heating check on 2 Trane upflow gas furnaces, no mechanical failures found, removed impacted filters, advised homeowner to put new filters in as soon as possible. No carbon monoxide detected, cleaned flame sensors, 50-55 degree temperature differential. Systems runs properly. Service fee prepaid Consumer Response /* (3000, 17, 2021/12/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) Please provide proof this was emailed to homeowner on the date you provided 10/19/2021. I will need it forwarded showing all addresses and URLs to make sure there is no fraud. I never received this email and want to know how it was provided to this vendor? Also, what gives your tech the right to remove something without my permission? What you don't realize is my name and my fathers names are on the title of the house. My wife does not own this house nor have legal claim. So who did your tech speak to? The person that let them in or the homeowner? Business Response /* (4000, 19, 2022/01/03) */ PLEASE SEE EMAIL ATTACTHED WHO EVER THE HOMWOENER GIVES PERMISSON TO OVER THE AGE OF 18 TO ALLOW US IN TO THE HOME IS THEIR CHOICE. HIS WIFE WAS THE ONE OUR TECH SPOKE WITH AND PROVIDED EMIAL FOR THE SERVICE PROVIDED 10/19/2021 THANK YOU Consumer Response /* (4200, 21, 2022/01/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) The business still has not provided the email. Their definition of a homeowner also does not rise to the legal expectation of a homeowner. Did tech check ID for age? Since they have an internal rule of 18 or over. Also ****** ***** had my phone number and I had communicated with him prior to coming to my home that the expectation was to communicate with me. There is no proof that the report was emailed to me. They will not forward nor give any further information. My attorney needs this or he said he will get it in the discovery process. Thank you.

• Initial Complaint

  10/13/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had a technician come to my home on August 12th, 2021 to diagnose and potentially repair my ACHVAC system. I was told I would have a diagnosis within 24 hours. I have contacted the business numerous times over the past 2 months and have not been able to get anyone to give me a detailed diagnostic on what exactly was broken on my system and what it would take to repair it. I paid for this service and have received nothing. Every time I call I am connected to someone that tells me "We will send you this report by the end of the business day." This has happened almost a dozen times and I have never received this as of today. I have left a woman named Bianca numerous messages as I have been told she is the "Senior Specialists" and can help me but she never answers her phone or messages. They continue to transfer me and then when I call back they say there is nothing more they can do. Chiara has picked up the phone many times and says "I'll transfer you and she will answer" and no answer.

  Business response

  12/17/2021

  Business Response /* (1000, 7, 2021/10/29) */ WE HAVE EMAILED THE HOMEOWNER THE INVOICES TO *********@HOTMAIL.COM ON 08/21/2021, 10/13/2021 THE CUSTOMERS HOMEWARRANTY COMPANY HAS DENIED HIS CLAIM HE WOULD NEED TO CONTACT THEM IF HE WANTS REPAIRSD THROUGH OUR COMPANY IT WOULD A COD AND NOT COVERED THROUGH HIS HOME WARRANTY THANK YOU

• Initial Complaint

  09/14/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  A-US Air's technician was working on the A/C in the attic and cut a drainage pipe which then gushed water out onto the attic floor, which soaked the ceiling below and caused some ceiling fixture damage. This is a very general description of the problem, please see the uploaded .pdf file for full details as well as photos. I sent the same .pdf file to A-US Air, and have left multiple voice messages, they refuse to call me back. I went to my home warranty company with this complaint; they reported that they did talk to A-US Air and that A-US Air told them A-US Air was responsible for the damages and would call me to arrange repairs, but three weeks have now gone by and they still will not contact me.

  Business response

  09/30/2021

  Business Response /* (1000, 8, 2021/09/30) */ Thank you for your email and outlining the events that occurred at your home. As stated on the invoice we sent you on 8/27/2021, we do not accept liability for damages that arise or are the result of clogged condensate drain lines nor do we warranty drain clog repairs. If you continue to experience problems with your cooling system you can place a request through AHS and we'll be happy to send another tech to diagnose the issue. *Condensate drain lines and drain line failures are not warrantied. *We do not accept liability for damages caused by equipment failures, ventilation system failures, and/or condensate drain line blockage/failure. Consumer Response /* (3000, 10, 2021/10/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) The damage was caused solely by the irresponsible action of the A-US Air technician, not a system failure. How can A-US Air justify not being liable for that? The desired resolution is the same; A-US Air make arrangements to repair the damage (surely they have insurance for things like this), and ensure all leaks are fixed. Business Response /* (4000, 14, 2021/11/05) */ Thank you for your email and outlining the events that occurred at your home. As stated on the invoice we sent you on 8/27/2021, we do not accept liability for damages that arise or are the result of clogged condensate drain lines nor do we warranty drain clog repairs. If you continue to experience problems with your cooling system you can place a request through AHS and we'll be happy to send another tech to diagnose the issue. *Condensate drain lines and drain line failures are not warrantied. *We do not accept liability for damages caused by equipment failures, ventilation system failures, and/or condensate drain line blockage/failure. Please look at the signed invoices Consumer Response /* (4200, 16, 2021/11/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) Clearly A-US Air intends to ignore the fact that it was their technician's irresponsible action that caused the water damage. No competent technician would cut open a known clogged line in someone's attic without putting a bucket underneath it. Also, A-US Air asked me in this rebuttal to please note the info on the "signed" invoice. I ask A-US Air to go back and read the same invoice, and see that I did not sign it. The desired resolution remains the same, for A-US Air to take responsibility for their employee's action by fixing the damages he caused, and ensure all leaks are fixed. Consumer Response /* (2000, 45, 2022/03/09) */ WE HAVE SENT THE CHECK FOR $1500.00 IT WILL BE THERE BY 8AM THURSDAY MORNING ***** ****** A US Air Conditioning of Tx XXX-XXX-XXXX cell XXX-XXX-XXXX office

*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. ↩