ComplaintsforAir Specialist Heating and Air Conditioning Co.

• Initial Complaint

  08/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have a service contract with this company plus 10 Years parts WARRANTY...a weeks ago 08/23/23 a service technician from this company came in to do regular AC check he said everything was good including Freon...he even showed me some random pics on his phone a week later 08/27/2023 my ac stopped working and I called them no answer. I saw an ac company next door doing some work to my neighbor and I asked him to look at my AC First thing he checked was my Freon was completely low and both units are very very dirty...he offered me to clean them and add Freon and try if that will fix the issue ..but unfortunately that did not fix the issue ...next day 08/28/2023 I called them to send someone and check it....The technician arrived and said that evaporative coil is leaking very bad and his willing to do it next day for $1800 labor only since the unit still under warranty....I refused his offer and asked for manager to call me...after waiting the whole days calling and calling and calling... I got hold of the manager and she said that she cannot do anything...Asked her to give me the unit that is still under warranty and I will have someone do it for$300 $400 but she refuse...she said that they have to do it..... THIS REALLY REDICILOUS....THEY REFUSE TO GIVE ME MY UNIT THAT IS UNDER WARRANTY AND THAT I PAID THEM OVER $5K TO INSTALL IT.

  Business response

  08/30/2023

  Mr. ******** called on 8/28/23 for his system not cooling.

  We went out and found an eight-year-old evaporator coil leaking freon.

  Customer called asking for a discount; we provided customer with our Agreement Holder pricing, as he had let his agreement lapse.  We did reach out to customer to inform him on numerous occasions by email to inform him the agreement had lapsed without response.  

  Our pricing, for all of our customers, is $1800 for non-agreement holders and $1530 for agreement holders, which is very compatible if not cheaper than other reputable companies in the Houston market.  

  We do not, company policy, buy parts for someone who may or may not be licensed to install HVAC Equipment.  

  Mr. ********* was informed that any licensed HVAC contractor could get the part under warranty for replacement.  

   

   

  Customer response

  09/08/2023

  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.  

  
    First of all those people never called me I called several time asking for manager and always give me excuses.... till finally called me and said will charge you $1800 for warranty service.. 

  Second I bought the unit from those people and they told me I have 10 years warranty and now they want  me to pay $1800 for a unit that I already have warranty on.... Please see attached file that show my warranty record

   Third am not the only one suffering from this business who take advantage from people warranty and refuse to gave them the warranty they already have.. 

  You can read the reviews on BBB and YP and you will have an idea how they treat you when you ask for warranty... 

  The unit cost at the carrier wherehouse brand new $600 at most.....

  WHY SHOULD I PAY ON A UNIT THAT I HAVE WARRANTY ON... 

  
  Regards,
  
  
   

  
  

  Business response

  09/22/2023

  Our response is the same as before.

  We have followed our company procedures with Mr. ******** and stand by our findings and our cost for repairs.  

   

• Initial Complaint

  06/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We had Air Specialist install a new ducted mini-split unit in an addon. The install went well despite some small issues with the thermostat. However, after less than 9 months of use the unit failed completely. Air Specialists came out to troubleshoot the issue. The first tech was not knowledgeable with the type of A/C and could not find an issue. A second tech that came out several days later wasn't sure but recommended replacing the control board. They ordered a new board which took over a month for delivery. All this time without A/C. When it finally arrived Air Specialists wanted to charge $990 to install a new board in a unit 9 months old. They claim that the warranty covers parts but not labor. I asked for the part to install myself but they wouldn't give up the part without their payment. They made no mention of the limited warranty or the cost to fix the brand new unit during the several weeks of troubleshooting.

  Business response

  06/14/2023

  Good Afternoon,

  There was confusion based off the serial # of the unit in question, lack of parts by the manufacture, and no communication with the homeowner.

  Customers concerns have been addressed and repair will be made at no charge.

   

  Cindy

  Director of Services

  Customer response

  06/22/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  
  
  
  
   
  

• Initial Complaint

  11/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My landlord contacted this company to render services for our home. Our heater recently went out a week ago, someone came out on Saturday, 11/12/2022 told us that they had to order a part for our heater system and that they will be back on Monday, 11/14/2022. My landlord contacted them several times on Monday and Tuesday to where they stop responding to his calls so my husband called and took off work Monday and Tuesday in case they decided to show up, meanwhile its freezing and we have our two children at home in the cold as well. Some lady that name starts with a 'D" gave my husband the run around saying that the person was going to come between the hours of 5pm and 7pm I was home at 4pm no one showed up or even called us. The lady was also rude towards my husband earlier in the phone conversation they had because she was trying to tell him that they couldn't come on that day which was Wednesday, my husband said in response to her that they were supposed to had came on Monday it's going on a week and we been in the cold so now I'm making a complaint because my whole family suffered in the cold due to lack of customer service and he missed work trying to stay home to see if they were coming to fix it like they said they were, it's very unprofessional and I'm very upset so I'm making a complaint i called they company this morning and spoke to a director name Cindy but I dont know how shes going to go about the situation so thats why Im here because no one should have to suffer and its extremely cold outside!

  Business response

  11/18/2022

  Good Morning,

  We were called out for services on weekend.  Tech found bad heat kit.  Part was ordered next business day.

  Contacted homeowner, not tenant, when part arrive to schedule on Wednesday.  Tenant asked for after 5pm appointment on Wednesday.

  at 7:45 PM Wednesday night we reached out to homeowner to see if customer would like to reschedule for Thursday first am to do it being so late and he said he would reach out to them and call us back.

  We have not heard back from the homeowner since, multiple attempts have been made via text and phone call to speak to the homeowner.

  This was relayed to the tenant as well on Thursday by Cindy.

   

• Initial Complaint

  08/13/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  july 30 they came over to replace the furnece and air ducks , two days later, drain pipe clogge water were coming down fron attic to my second floorbathroon ceiling have to call servpro to removed the sheekrockand dry the same with main floor master beedroom ceiling too . the vent tube from the furnece to the roof has 2 inch gab that i can see thru from the attic had call those guy back to push the cap from the vent rain yesterday rain water was leaking thru around the vent and the nail they nailed in call them . they were by the house the next day but instead of see where and what caused the leak they just slab a can of caulk and job finish. i dont trust them so i had call a roofer to double check on what they did. the respond was slaby and horrible job they did on my roof, did send the pictures from my ceiling damages and my roof to jeffrey denny and brady kennedy the responce is we didnt do it at first . them sheetrock guy must be busy about the roof we go back and sand it. my roofer told me they can not sand it the roof is 5 years old.

  Business response

  08/16/2022

  We are working with customer to resolve the issues he is requesting. Air Specialist is scheduled to go out there tomorrow to resolve the issues.

  Customer response

  08/16/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  
  
  
  
   
  

  Customer response

  08/26/2022

  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.  
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  
   roof still leaks.8/17 promese by the supervisor they will be back to run the water by the jack and hat to check where is the leak today is 8/25 still no show
  

  Customer response

  09/05/2022

  Better Business Bureau:
  
  This letter is to inform you that Air Specialist Heating and Air Conditioning Co. has carried out to my satisfaction the resolution it proposed for my complaint, filed on 8/13/2022 and assigned ID ********.
  
  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. ↩