ComplaintsforEllis Air Systems

• Initial Complaint

  04/08/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Ellis air website states 5% discount for full system replacement and 10% discount for repair parts only for military and first responders. I got repair parts and they refused to give discount stating their website is wrong and its not their policy. I paid ******. On a separate note, I was quoted ****************************************************************** part.

  Business response

  05/13/2024

  After overhearing a customer questioning whether they were entitled to a 10% discount on parts, we responded quickly by informing the employee that the discount was applicable and proceeded to call the customer to inform them that we would be adjusting their invoice and refunding their credit card. Unfortunately, we were not able to respond quickly enough before the customer filed a complaint with the *********************************************. We have since reached out to the customer, ****************, to confirm that he has received his refund and to apologize for any inconvenience that he may have experienced.

• Initial Complaint

  09/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was charged for AC "emergency service" and yet here I am at ************************************************************ fix would cost $3000.00+ even though I tried to show him my Lennox Warranty no contact rest of day (Monday 4 September) and I called and emailed I tried to contact again Tuesday 5 September with no response technician shows ap at 630 pm, Tuesday 5 September to "take a picture of part/#?I think that would have been a good idea Monday, 34 hours earlier?????????????I contacted another provider who plans on install Thursday at 1/2 price ($1600) because of registered warranty Please refund my $190.00 Report Ellis to BBB asap for malpractice/deception

  Business response

  09/16/2023

  **************** is upset because his unit needed a new condenser coil. He called us on the weekend and agreed to pay the $190 after hours service fee. We gave him 3 estimates as he had asked for with the cost of replacing the warranty condenser coil being $450. We offered him a window unit upon signing the estimate and he went elsewhere. We could not have helped any more than we did. He would send us emails all hours of the night demanding for his unit to be fixed yet he never approved an estimate. We did not install the unit and we certainly did not manufacture the unit. 

  Customer response

  09/18/2023

  Complaint: 20561976
  
  I am rejecting this response because: no estimate on date of fix or decent timeline part availability. they delayed 36 hours between initial visit and next day to come back and take part/unit manufacturer serial# picture.  no "emergency" on their part to get me over night (93 degrees inside). there was no offer of window a/c unit made, I bought my own unit to survive and began calling other companies for a more professional response. This  is also my a/c maintenance contract company and they would not recognize I had a extended warranty on my Lennox a/c parts.  They sent me estimates but no timeline and I was losing patience in the heat.

  
  
  Regards,
  
  ***************************

  Business response

  10/13/2023

  **************** has been refunded in full due to filing a credit dispute claiming that the charge was fraudulent. He has been refunded in full. Mr. ******* desired settlement has been achieved albeit by deceptive measures.

• Initial Complaint

  07/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Around 25 May, my ceiling had to be repaired from an employee stepping through it. So Ellis Air contracted a sheet rocker and a painter to repair ceiling. Then there was a water leakage from the air conditioner pipe not sealed. The ceiling had to be repaired again but a larger area. Oh the painter never painted because the paint didnt match first time. Ellis tried to tell me that I need to be contacting the painter but I told them they are responsible until job is complete. Ceiling still not painted and I have been calling and leaving messages with Ellis Air.

  Business response

  07/21/2023

  We have sent multiple painters/ sheet rock repair contractors to your residence, trying to satisfy your needs. The repair has been made and the painting contractor has painted the ceiling two different times in efforts to match the paint as closely as possible. He is going back for a third time to make sure everything is perfect. In no way have we tried to make you be the contractor we simply asked that you help the painters get the right color so that you are completely satisfied. Most HVAC contractors would have ran and hid by now but we have consistently fielded your concerns and have (and will continue) to make sure that the ceiling paint matches.

  Customer response

  07/21/2023

  Complaint: 20290176
  
  I am rejecting this response because: the sheetrock have been completed twice because first for the employee stepping thru the ceiling and second for water leak from a pipe was not sealed both was a company error. Now painter never painted the ceiling due the first color was the color I recommend was original color of ceiling but due a yr prior the painter not using correct paint from ellis air error. This painter did not want to continue. Second time, I informed painter to bring original ********** ahead n paint but his boss given him or he pick up the wrong can. So I dont know what is being told to ellis air this is why I asked them ellis to deal with the painter and not make it my responsibility since they are responsibility to get this fixed.
  
  Regards,
  
  *******************************

  Business response

  08/22/2023

  We've had her ceiling completely repainted because she didn't like the way the paint over the patch looked. Our painter has been out there 5 different times and he tells me the customer is satisfied. Let me know what else needs to be done on my end

  Thank you,

  *****

  Customer response

  08/25/2023

  Complaint: 20290176
  
  I am rejecting this response because: Ellis Air dont know what happened. They stop returning my calls so I told the painter to use the color they have and I be done with it for my peace. Not satisfying at all I am tried of the back and forth. Im in the process of having it repaired. From the pictures you can see the roller strokes and the skipped spots. The painter was polite but it was not a good job, pictures attached.

  Painter came four times, first time to see the area. Twice for paint color and last time to paint. Thats 4 not 5. And one of those time the painter brought the wrong paint.

  
  Regards,
  
  *******************************

• Initial Complaint

  11/01/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Please see the word document I have attached. This business agreed to install duct work for $2700 (original cost estimate) and then they did not install correctly. I cancelled the check until they fixed it correctly and the sales rep had stated the new price would be $1800 for everything they had done. There was never any written agreement between us only a vocal agreement and a handshake. The Manager is now attempting to collect the $2700 even though I paid the new estimate of $1800. The company has taken me to a collection agency thinking they will collect more money then agreed to . This company charges money above what their agreement with the customer is and does not complete the work.

  Business response

  11/18/2021

  We gave ********************** the price of $2,700 to repair damaged duct work and seal the duct system. We did what we were supposed to, ******************** checked out the job and was happy with the finished project. ********************** wrote a check out for $2,700 and gave it to our employee. He then immediately canceled the check, committing a theft of services. He calls and complains that he is still having some issues, we go to his residence and tell him that we did not design the duct system and if he is wanting to any better air flow that we will need to build a new plenum and take out the wyes in the duct work (making them straight runs). We told him this would be an ADDITIONAL $1,800, which he agreed to so we completed the work. Why he would ever think that he could order up additional work and pay the smaller **** of the two is confusing but both bills are due and he knows this. There was no miscommunication he is just making up his own rules and doing whatever he wants to do. We are more than willing to take care of the crack in the ceiling but we will need to be paid what is owed to us in before we do any repairs.
  
  
  
  
  
  
  
  
  Thank you,
  ***** Ellis

  Customer response

  11/19/2021

  Complaint: 16074735
  
  I am rejecting this response because: 

  I disagree with this excuse of a rebuttal from ***** Ellissince I have never spoken with nor agreed to any services with this person. I had only spoken with the companys sales representative ******* throughout this whole process. When the Ellis team had finished late in the evening on their first attempt, they told me they had finished, and they were instructed to collect a check for $2700 so they could get back to the shop. I had only felt air coming from the back room, next to the side door and assumed that with air coming through those two vents, it represented the airflow from the rest of the house.  Once the team left my wife noticed the damages to the ceiling and that we did not have air coming thru any of the other nine vents. I immediately attempted to call the Ellis representative and their office and could not get ahold of anyone. I had considered that I had been robbed / conned of my money with a theft of non-service. My system was working before they replaced it with a non-working system.  The contract was not completed to any standard that any consumer would accept. I felt conned out of my money and would not accept this shabby work. It was ******* who talked me into an upgrade of my system from the beginning which he said our house needed to be a higher R factor. I accepted what I thought was a professional opinion and had them do this work, only to be dupped out of my money with a non-functional system once they left. I never at any time that day told this ***** Ellis person that I was satisfied, he has never communicated with me or my wife to this day. Instead of being dupped or conned for this job I canceled the check the following day and called both ******* and the secretary at the Ellis ****************** I informed both ******* and the secretary at Ellis Air Systems that I had cancelled the check because the Air system was not working, and they would get their money when it was completed, and my ceiling was repaired. I informed the secretary at Ellis Air Systems that I wanted the owner/manager to call me immediately.   I still did not get a call from ***** Ellis. When this ***** Ellis says we went to his residence, and we told him the system needed to be fixed and we would need an additional $1800:  He never was at my house or talked with either my wife or me or sent me anything stating the increased cost of $1800 would be added on top of the $2700.  ******* was the only person we had talked with. When ******* told us the price would be $1800, my wife and I told him he was crazy, we would not pay any more money and that we had agreed to in the beginning. We also assumed that Ellis Air Systems was going to charge us $2700 from the beginning and did not plan on being conned into an additional $1800. We told ******* we wanted our system working functionally correct before we would write another check for $2700, and we would not pay any more because we felt the company had taken advantage of us. We told ******* that we were at the point of having their company take all their ducting out of our house and we were looking at having a more reputable company repairing what Ellis Air System team had messed up in our house. ******* told us that the $2700 would be reduced to $1800 and that would be all we would owe, again ******* was the only person we had any communication with throughout this whole fiasco. We both agreed and told ******* we would allow them to try to fix the air system but would only pay the reduced price of $1800, he agreed, and we shook hands. We never talked with this ***** Ellis at any time and had tried on multiple occasions to make contact, yet he never answered our calls or returned or calls. ******* then assured us that the total amount would be $1800 because the original work was not too standard, and the price would be discounted down to $1800. During this whole time the only agreements were done on a handshake, and I had never signed any contract or agreement.  I challenge ***** Ellis to produce any contract stating that I agreed to $2700 let alone an additional $1800. He does not have any such agreement because it doesnt exist. ***** Ellis is only acting in poor business manner since Ellis Air Systems did substandard work at best and tried to con us out of more money when his team messed up our entire duct system.  I had also ended up having to pay out of my pocket for the repairs to my ceiling and the 2 weeks of high electric bills due to their errors and having the insulation company hold off on installing our new BAT insulation.
  
  Once I was satisfied that my system was operating somewhat normal after the second attempt by the Ellis Air System team, ******* returned to our house and I paid ******* the agreed upon $1800, (I attached a copy of that check in my original complaint).  He had told me and my wife that he was in trouble with the owner, (who I assume is ***** Ellis) and that he was admonished for making such a deal with us  I told ******* really did not care what him and his boss had discussed that I had never spoke with his boss/owner and that our agreement was all I was going by.  The deal between him and his boss was between them, not us.
  
  Ellis Air Systems (ran by ***** Ellis) is trying to sound as a though they are professional company that makes sound contracts, yet ***** Ellis is manufacturing the facts as to what actually transpired.  He can not prove any of his statements and I am the only one that has produced any true facts.  This is not a reputable or professional company and I stand by my opinion and wish for the compliant to remain.

  
  
  Regards,
  
  ***************************

*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. ↩