ComplaintsforAireServ of Killeen

• Initial Complaint

  04/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I initially reached out to Aire Serv around 6/22/2023 due to my HVAC system not blowing cool air when turned on. An Aire Serv technician came out to my home and indicated that capacitators and compressor would need to be replaced and did some re-wiring work and I purchased two (2) Aire Serv Advantage Plans. On 9/6/2023 new compressor was installed, filter drier was replaced and refrigerant was added. On 11/29/2023 upstairs unit was not working and technician again added refrigerant and again replaced filter drier and did re-wiring work. On 1/10/2024 upstairs unit was not working, and rewiring work and float pan switch was replaced. Technician stated previous Aire Serve technician that performed three (3) previous service calls was let go from the company due to substandard work. Since 1/10/2024, both (upstairs and downstairs) AC units were working fine. On 4/17/2024 received a text message from Aire Serve to schedule seasonal tune up service and that the Advantage Plans were expiring soon/needing renewal. Called and scheduled tune up service and Aire Serv technician performed service on 4/18/2024 and in the course of the service call, my downstairs AC unit thermostat ceased working and technician stated the blower motor needed replaced and trace wiring needed to be performed. I decided to get a second opinion, Elite Air Heating Conditioning arrived on 4/19/2024 and confirmed no new blower motor was needed, located the short and repaired it and got my AC units back in working order. My AC unit is less than 5 years old and all parts should be cover under original warranty, I've spent $2,694.62 with Aire Serve and have not received the full service as promised under their Advantage Plan (routine maintenance and two tune up services). It appears that I have been overcharged for parts/services not needed as well as double charged for services and parts that were covered over warranty. I request an explanation of work/charges as well as a billing adjustment/refund.

  

  Business response

  07/12/2024

  We do issue our sincerest apologies for the inconvenience and timeliness of our response. We did have to do some research which did hold up our response to this customers complaint. After researching this matter we find it best to reach out directly to the customer to clear up this matter since it has taken so long for us to respond. We will be contacting her today to try and resolve this issue. 

  Customer response

  07/16/2024

  Complaint: 21601779
  
  I am rejecting this response because: It is now Tue 7/16 1:03a CT and I have yet to receive a phone call from the business. I respectfully request since it has been close to three (3) months since I initially submitted my compliant, that the business respond through BBB as to why I was charged for parts when my parts were still covered under warranty and why I did not receive guaranteed services as outlined under the Advantage Plans?
  
  Regards,
  
  *******************************

  

  Business response

  07/19/2024

  ********************, 

  After reviewing the invoices we were able to determine that you in fact were not charged for warranty parts, you were charged for the labor which you do not have a labor warranty coverage for. The filter dryer, safety switch and refrigerant are not covered under the manufacture warranty and therefore you were charged for those parts as well as labor. Your advantage plan did expire in June of this year however I was able to confirm that we did provide one tune up in the spring of 2024 but did not provide a tune up in the winter of 2023. With that being said I would be able to honor that maintenance tune up if you would like for the winter of 2024 at no additional charge to you. We are sorry for your experience with our company up until this point as we strive to provide all of our customers world class service. 

  Customer response

  07/22/2024

  Complaint: 21601779
  
  I am rejecting this response because:

  Thank you for your response and that clarification. My concerns here are that with a brand new ac system less than 5 years old (home was built in 2022), the number of parts needed and repeat work performed from June 2023 through April 2024 (over the span of less than one year):
  Two (2) Capacitors that typically lasts 5 to 20 years -6/22/2023
  Wire repair was also performed
  One (1) Compressor that typically lasts 12 to 15 years9/06/2023
  New Compressors typically come charged with refrigerant yet refrigerant was needed to be added on 9/06/2023; and
  Refrigerant needed to be added again two months later 11/29/2023
  One (1) Bi-Flow Filter Drier typically lasts 2 years 9/6/2023
  One (1) Bi-Flow Filter Drier needed two months later when it typically last 2 years11/29/2023
  Blown fuse/fuse replacement
  Wire repair was also performed
  One (1) Overflow Safety Switch typically lasts 3 to 5 years 1/10/2024
  Blown fuse/fuse replacement
  [suggested part] One (1) ************ typically lasts 10 to 20 years 4/18/2024
  Wire Repair was suggested again/blown fuse
  Second opinion from a separate HVAC company confirmed a ************ was not needed, no further issues with HVAC since this repair.
  
  Since the Advantage Plans intent is to be preventative in measure and prevent costly HVAC repairs during the plan year and I had to request a repair in 1/10/2024 (the Winter of 2023),  and the tune up (which was not a completed tune up) in Spring 2024 resulted in my HVAC unit not working and I had to seek repairs from a separate HVAC company plus it was performed almost a year after I purchased the Advantage Plan, it does not seem like having a tune up in the Winter of 2024 would properly remedy the harm done (as my HVAC system went basically a year of no preventative maintenance service).Since the breach of contract was on Aire Serve not upholding the guarantee in the Advantage Plans, I respectfully request a refund of both Advantage Plans as well as the service paid in 1/20/2024 when a Winter tune up should have been performed as well as reimbursement for all duplicate work that was performed and I was charged for (e.g. Bi-Flow Filter Drier (11/29/2023), Refrigerant added 11/29/2023).
  
  Regards,
  
  *******************************

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