Complaints

• Initial Complaint

  11/14/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Business not honoring Zero Risk Purchase. It states on my contract "will guarantee the functionality and durability of this system from one calendar year from startup. Should system not perform as advertised Air Services Unlimited will refund through buyer 100% initial purchase." The system was installed 5/17/2023. To this date system is not running correctly. Air Services Unlimited has made several service calls even rewired system because it was initially done incorrectly. I have had to put window units in my house on 2 separate occasions because unit not working correctly. ****** did not work when we had a cold front. House was in the 60s for 2 days. My grandchildren (2) got ill, running fever and has upper respiratory issues. Tech from the company came out turned unit off and on, said it was working by that night heater not working again. At that point, told service manager I had enough. District Service manager calls me.Then him and 3 others come to my house. State wrong thermostat was installed and had to rewire system again.Said that since the Government change new guidelines new HVAC units were created for those guidelines and he knows nothing about these units and has been a learning process.However, they need to remove the "air exchange system" in my home. I stated again I'm done and using the "zero risk" policy. Owner of business emails me admitting to all issues BUT states "zero risk on proposal was not only misrepresented it was not approved by the company to be on that proposal in that fashion." I do not trust this company to anything else in my home. It took 6 months to figure out wrong thermostat was installed and now they want to tear out and replace my Air exchange in my home which the contract stated that was going to be done when installed. Too many errors have been made, 6 months in, I still do not have a correctly working system. I have no trust in them to preform any more work in my home. I want the sys gone & 100% refund

  

  Business response

  11/14/2023

  We are not refusing to honor our zero risk policythe one that the client was presented with by a former employee is erroneous. My intention from the onset once we realized that the client was not happy has been to correct the existing issues with the home which are causing the undesirable effects that the client is experiencing. These issues, found on our discovery visit to the home and prior warranty calls include:
  
  An incorrect thermostat and sensor set up (which was requested by the homeowner) that was not allowing the system to properly communicate and perform as designed(already corrected).
  A third party had re-wired control wiring that caused the unit not to operate properly(already corrected).
  An act of God which occurred when a frog shorted across the control board in the outdoor unit(already corrected).
  The return ductwork being improperly sized and a collapsed supply air tap between floors (which is non-accessible).
  
  Our company policy states that We agree to accept personal responsibility for your 100%complete satisfaction with the operation of the equipment provided by us. During the first year, if you are dissatisfied with the operation of the equipment we have installed, we will promptly correct the problem.If the equipment is still not operating at manufacturers standards (as verified by a manufacturer representative, onsite), we will remove the system and refund your money in full. This guarantee applies ONLY to complete systems(such as furnace, evaporator coil, and condenser) installed on the same date and DOES NOT apply to ANY partial system installations.
  
  The refund is based on whether the system is performing as per manufacturer specifications after any modifications are completed. As I described in the email to the client, the former sales associate did not have authority to write the zero risk policy as he stated it on the proposal. He sent this out with the intent to sabotage our name prior to his departure and we will not honor THAT policy. My goal is to make it right, if we dont correct the existing issue with the clients ductwork then no matter what system anyone installsIT WILL NOT WORK PROPERLY and the homeowner will just be upset with another contractor.
  
  If the customer complies with our ACTUAL satisfaction guarantee,allows us to make the necessary improvements to HER DUCT SYSTEM (which is inadequate and should have been upgraded at the time the system was installed but was not agreed upon to be included in the original proposal), then allow a factory representative to confirm that the unit is not operating to manufacturers standardswe will then be able to initiate the removal.
  
  My recommended resolution is to let us upgrade the clients return air duct (at no cost to her) then confirm operation with a RUUD factory representative and if the system proves to be faulty at that time, we will remove it. If it is NOT Faulty, I will (at my own expense) purchase a 10-year Labor warranty that will fully cover any defect that happens to that system during the first ten years from date of purchase including refrigerant. She will have ZERO out of pocket expense during this time.
  
  I realize that the client does not trust my company at this time, and I am trying my best to correct that. We have been in business over 40 years in this community and have NEVER had an issue like this. I would greatly appreciate the opportunity to make it right the correct way. 

  Customer response

  11/14/2023

   
  Complaint: 20864262
  
  I am rejecting this response because: the proposal was sent to me with no options to pick what type of thermostat I wanted. They installed the thermostat that was stated on my proposal.  NO 3RD PARTY HAS BEEN IN THE HOUSE OR TOUCHED ANY PART OF THE **** UNIT OR THERMOSTAT.  I just paid 15k for a **** unit with 10 year extended warranty, Why would I a 3rd party touch it?! The company I purchased the unit from is the ones who wired it incorrectly and then sent their ***************** to figure out what was wrong and then rewired the **** system. These accusations are insulting. I trusted this company to know what they are doing.  The proposal states once signed it becomes a binding contract. 
  
  Sincerely,
  
  *********************

  

  Business response

  11/20/2023

  I understand the frustration with this whole situationBelieve you meBoth of us have been taken advantage of in this instance, that is both a horrible feeling and NOT the way that I conduct business. This day and time, it is typical protocol for a business to deny a claim like this and simply move on. That is not who I am and not how I want to treat my customers. I am doing my best to correct this situation amicably without the involvement of lawyers because when the attorneys get involvedNO ONE WINS (except the attorneys).

  As it currently stands, you own a quality brand HVAC system in your home, you do have the proper controls on it, this system is an upgrade from the zone system to one that cools the entire home, and you do have an extended warranty. All you are lacking is proper airflow from your return air and you will have zero issues with comfort in your homenot to mention ZERO out of pocket expenses for the next 10 years on A/C service work. If you have a change of heart, please allow us to make the necessary corrections to your home so it is right. However, if you are dead set that you do not want us to make it right, then we will need the following in order to move forward:
  

  1. Actual copy of the proposal agreement with signatures of both parties confirming and verifying an executed contract.
  
  2. If #1 is satisfied, we will request that you will agree to sign a statement which states that Air Services Unlimited has done everything in its power to remedy the situation and that you elected not to allow us to make it right with the system installed and furthermore you will agree not to disparage our company to anyone, make any negative review thereof, or reach out to us for service in the future.
  
  3. Prior to removal of the system, you will agree to allow members of our management team to document the current condition of your home and make record thereof with pictures and video documenting that there are no structural or cosmetic issues before we remove the system and again after the system is removed. This will also be documented by a signed affidavit to confirm our business is concluded.
  
  4. Upon agreement of 13, we will set a date and time in our schedule to remove the system from your home. Upon removal of the system, and signature of the statements, we will refund the amount of your system installation price.
  

  Please let me know which way you want to proceed
  [Allow us to complete the repairs and confirm proper operation] (I am still actively wanting to go this route).
  or
  [Remove the system]
  
  If the conditions of either of these terms cannot be met, then it appears that we are at an impasse. 

  Customer response

  11/22/2023

   
  Complaint: 20864262
  
  I am rejecting this response because:

  1. Contract was attached to prior response
  2. Per contract "install new supply and return plenums by air handler unit to be constructed of duct board.Try to fix any broken or damaged supply ducts once air handler is remove" was done with installation. Therefore IF there is issues it's because Air Services failed to do it correctly.
  3. **** system  has not worked correctly since installation that was done in MAY 2023, even after several service calls. You now "claim" you know what is wrong.
  4. Air Services Unlimited is blaming everything on an individual that left company shortly after **** unit was installed.
  5. False statements were made against me by owner of company.
  6. With all listed above, I do not trust this company what so ever. Therefore, I will not be agreeing to any of the demands that were stated in reply to my complaint.
  7.  Per binding contract
  ZERO RISK PURCHASE
  Air Services Unlimited will guarantee the functionality and durability of this system for one calendar year
  from start-up. Should this system not perform or function as advertised, Air Services Unlimited will refund
  the buyer 100% of initial purchase. I expect my $15,500 refunded once the **** unit has been properly removed without damage to my home.
  8. Please refer to 12. By signing below, this proposal becomes a binding contract between the customer and **********************. Therefore the signed proposal attached to previous reply IS the binding contract.
  
  Sincerely,
  
  *********************

*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. ↩