ComplaintsforAll-Ways Air Control

• Initial Complaint

  02/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We built and moved into a new home in July 2023. In November 2023 our furnace began to malfunction where it was no longer being regulated by the thermostat causing the furnace to be "always on" and making the home extremely warm. At first the read on the thermostat was 1 to 2 degrees above the setting e.g. we set it to 70 degrees but was running at about 72 degrees so didn't think much of it. Over the course of a couple of weeks however the temperature began to rise, making it uncomfortable to sleep at night (too warm). The week of Thanksgiving, we had family members staying with us who complained how hot they were during the night. We checked and the thermostat was running at 78 degree despite the setting of ******************************************************************* the furnace pan and exposed wires coming out from underneath the face of the unit (the face plate wasn't screwed in all the way and wires were coming out the side). I immediately contacted All-Ways Air who said "there shouldn't be any water in that pan or wires exposed". Unfortunately the soonest they could come see us was 10 days out. Because of the unregulated heat I had to turn off the unit completely to allow the house to cool down. However because it was December, with low temperatures, I had to turn the unit back on to warm the house back up. From the time this issue was reported to All-Ways Air Control to resolution was almost six weeks and technicians had to come to our house four times to resolve it. They had to replace three circuit boards within the unit. The person identified as the lead technician, "****", confirmed on his first visit that the unit was not installed correctly and that the person who installed it did a "crappy job" including not installing the safety sensor that would cause the unit to turn off if water was in the pan. **** also told me that it appeared that the A/C unit and Heat were running simultaneously, essentially "competing" with each other to heat/cool the home. In addition to the inconvenience and discomfort my family experienced during this time, the energy consumption was 830% higher during this time than regular usage (AC and heat both running ALL THE ***** creating a $2535 electric bill which All-Ways Air assumed no responsibility for stating "we are not liable as we were actively working to resolve the issue". Upon reviewing their online reviews ******** Yelp) this poor install issues are not uncommon with All-Ways Air. To add insult to injury, they will not call me back and when I finally got a hold of the owner "***" (*************************) because he answered when I called the ***** customer service number, he told me that the business manager was the owner ******** and he'd leave him a message to call me back (which he never did). Very dishonest and creating safety issues and financial burdens for families like mine.

  Business response

  03/02/2023

  We have been in contact with this customer and are trying to resolve the issue. We have been out to his home multiple times and have found the problem was with a smashed wire which was not caused by us. There was never a safety issue but we have sent him a reimbursement check for $1,000.00 toward his energy bill in good faith. Contractors are not responsible for energy usage. We are waiting on a circuit board that was shorted due to the smashed wire to fix the problem permanently. We are not the last trade to finish a house and sometimes things like this happen that are out of or control. We will make sure the problem has been fixed. We would never leave a customer with a broken unit.

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