ComplaintsforAIR4U LLC

• Initial Complaint

  08/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  07/26/23 date of initial service for install of new AC , Remi Halo Air purifier, New duct work I paid $15700. The AC has constant issues and has never worked properly. I was told even with a new install in AZ there is no way the AC will hold 68 degrees. I have used the maintenance plan that was part of the purchase and the last time, the tech did something wrong, resulting in my bathroom roof caving in - they sent a handyman to fix it. I paid another company to clean my air ducts due the mess that was left in the attic (the other company said they were really surprised by how much they got out of the ducts) Currently the system is still not working, not holding temperature and the new thermostat they installed is constantly sending me notifications of issues with the system. The company ignores calls, texts and emails until they have nothing else scheduled or makes excuses about the heat and their lack of staff. This is my last attempt to get this situation handled, prior to going another route.

  Customer response

  08/24/2024

  5285 E Williams Cir
  Ste 2000-154
  Tucson, AZ 85711

  Air4U

  

  Business response

  09/10/2024

  This client requires a set indoor temperature of 68° which has been a challenge during the extreme 110°+ summer heat we experienced this year. The unit has been inspected by numerous technicians and installers, it is operating within all of the manufacturer specifications for refrigerant, pressures, voltages, and airflow. The unit is perfectly functional, and can hold 72° on the hottest days. In our desert environment, it is not uncommon for AC systems to overcome 20° or 30° temperature splits (from outdoor ambient to indoor set temp), however overcoming a 42° temperature split (from 110° outdoor ambient to 68° indoor set temp) may not be achievable in this home unless we were to dramatically oversize the unit, or unless you add a supplemental cooling system like a ductless mini split system. In order to oversize the unit, the entire duct system would need to be upsized to accommodate a 5-ton central system, and then after that, a new 5-ton system would need to be installed. We ran a heat load calculation prior to replacing the older system, that heat load calculation determined that a replacement system would need to be 4-tons just like the previous system. So we replaced it like for like, which is extremely common. A few things that should be considered, this was the hottest summer on record for our metropolitan area, and other factors may be contributing such as insulation values may have degraded over time. What we can say for sure is that the system itself is operating correctly, it is installed properly, and it does hold the desired 68° set temperature, with exception to extremely hot days. We have been working with the client to overcome this situation for over a year now, we have never walked away from the challenge. We have offered extended maintenance coverage, we have changed out multiple thermostats to see if that would help, we have done everything under our own warranty at our own cost. The manufacturer has verified the operation for all of the operating variables. We have also verified static pressure (airflow) to ensure the return and supply ducts are pressurized or pressurizing properly. The client has mentioned a feeling of being secondary, placed on a lower priority because we were unable to return to run more tests as rapidly as she would prefer, and for this we must state very clearly that we service a market where many clients had no air conditioning at all, critical situations including elderly, versus the clients home, which is a very comfortable home, just not holding at 68°, so we placed our service priority on those in critical situations. The summer season is coming to a close, we will be able to prioritize on this challenge and hopefully overcome it, however it needs to be stated very clearly that the contractors responsibility is to ensure proper sizing, which we did, it is our responsibility to ensure proper installation, which we have done, it is our responsibility to ensure correct and proper operation, which we have done, and it is our responsibility to provide warranty services, which we have done and are still doing. We have full support from the manufacturer, we will invite another 3rd party inspector to the home to verify what we already know, there is no doubt that we have gone well above and beyond requirements for contractors. 

• Initial Complaint

  07/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Air4u lists a phony address on their website. I then googled, asking for their address & it listed a residential address in Oro Valley. I was scheduled for service today, July 24, between 10am-Noon. A technician never showed up. I called, texted and emailed to find out why they didn’t show up and never got a reply.

  

  Business response

  07/25/2024

  We appreciate when customers take the time to review our performance, even when it's not a good review, in fact bad reviews or complaints help us learn and improve. So the first thing we want to do is say Thank You to Mr. Rhodes for taking the time to help us learn and improve. This complaint is justified, we failed to arrive within the scheduled time. Mr. Rhodes made an investment for maintenance services with our company, we will be offering him a full refund for that purchase. The only thing we offer in our defense is that AIR4U is extremely busy during the summer months, we do try our very best to meet our scheduled appointments on time. In this industry, we offer a 2-hour arrival window because many times the technicians end up with time consuming repair work, which we cannot predict until they complete a diagnosis of a system. All of our field staff were running emergency repair calls the entire day, and we failed to arrive during our scheduled timeframe for Mr. Rhodes. We offer our sincere apologies for this situation, and we are more than willing to refund Mr. Rhodes for his maintenance services. Mr. Rhodes also mentioned a challenge with our address, which is caused by a change of policy with Google. AIR4U is a 4.9 Rated Google Guaranteed Contractor, we make every effort to maintain compliance with their requirements. Google policy has been changed to require any business with a Google Business Profile (GBP) to have an individual commercial address with exterior signage, this means that shared office space no longer qualifies for GBP. AIR4U did have an office in the Williams Center, we can show proof of payment for our office lease. However the Williams Center declined to allow exterior signage, and also the offices are considered a shared office space or co-working space because multiple businesses share office space within the same area. AIR4U submitted an appeal to challenge Google on our GBP physical location, but the rules are exterior signage and no co-working or shared space. Google considers contractors to be "Service Area" businesses because we don't have storefronts, instead of a storefront we provide technicians doing service at client locations. We were excused from our lease at the Williams Center, we are currently seeking a small commercial office space where we can provide exterior signage to meet the new requirements for Google. We have since updated our website to reflect "Service Area Business". 

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