ComplaintsforHouston's A/C Express

• Initial Complaint

  11/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company replaced my AC unit in October. I’ve been having issues with it so my rental company called them back out to take a look at it. The guys they sent out did not speak English well and didn’t understand what I was telling them. I told them that the problem was from the outside unit because that’s where I was hearing the noises from. They only looked at the inside unit. After trying to communicate with them they decided to look at the unit outside. The guy said there was a yellow wire broken. That it was fixed. When I came back up stairs to look at the thermostat it was off. No power. We checked the breaker and it was tripped. Flipped it back on and still no power. I will be without heat tonight and it’s suppose to get in the 30’s. No one from their office answered or responded to my message. They broke my door the first time they were here and was suppose to send someone out to fix it and never did.

  Business response

  11/17/2022

  We apologize for the tech not having good English speaking skills. The tenant scheduled her time after 3pm. She  Parts houses close at 430pm. By the time tech arrived and diagnosed the problem it was too late to go to the parts house. It was not something that we could prevent. Her door was not broken it was cracked and her rental company is aware of the crack that needs to be repaired. 

  I am sorry he did not repair but she could have called our office and let us know that it was not fixed. 

  Customer response

  11/17/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this proposed action would not resolve my complaint. Her response is a lie. I called 9 times and messaged 3 times. No part was needed, so he said. My complaint wasn’t that the unit was not working but that it was making a loud noise and that my bill doubled. MY UNIT IS NOW NOT WORKING!! And I was home during the time the tech was supposed to be there but she messaged me at 4:11pm and said that was delayed but would still be there. I left work early to get there and they didn’t show on time. The lack of professionalism is astounding. I just want my heat fixed. 
  
  
   
  

  Business response

  11/18/2022

  We have no further dealings with this tenant. Her case has been turned over to the DA for resolution. At this time we cannot respond due to the pending litigation. 

*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. ↩