ComplaintsforAllbritten Plumbing, Heating and Air Conditioning Services

• Initial Complaint

  07/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We recently had 2 HVAC units installed in March 2024. We are currently experiencing issues where both systems shut off and lock the system down. Allbritten is saying it is a software issue with the Trane units and there is nothing they can do until a part comes in from *****. I was also told by the technician that there are over 50 other customers that are experiencing the same issue. There is no ETA for resolution on the part or when it will be fixed. It is over 110 degrees and this is ridiculous that our units are not working as they should. The solution from Allbritten is for me to go outside and disconnect both units from the power and let them rest for 5 mins then reconnect and try again. Both units are going down multiple times a day due to the compressors over amping which is causing the shut down. Its been impossible to get any manager from Allbritten to return my phone call or provide a resolution. I would like the units replaced or refund.

  Business response

  07/12/2024

  We had been in contact with the customer, and understand their frustration with the issue of needing a software update on this new equipment, as we share the exact same frustration with the product. We had one of our HVAC supervisors along with someone from ***** directly go out to the home to address the issue with the software update yesterday. We had been waiting on Trane to bring us the software update tool and then meet us at these homes to get  this taken care of. We addressed the issue and solved the problem. We are hoping they are happy now! 

  Customer response

  07/17/2024

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

• Initial Complaint

  07/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I hired this company to do routine yearly maintenance on my air-conditioning unit. On July 18, 2023 they sent a tech out to do my summer inspection. At this time and for the entire summer my air had been working perfectly. When the technician finished he came to talk to me. His report to me was everything was working perfectly fine including the air transfer numbers. He stated they should be above 20 and my numbers were reading at 22.He did tell me that the condenser motor and blower motor were registering a bit high on amperage being polled. His suggestion was to replace both motors at the cost of over $2000. I told him at this time I was going to wait do to the fact I thought I had replace these motors within the last couple years. Upon reviewing my invoices I had replaced the Motors two years ago. I called a second company to come out for a second opinion. I was told that all motors were operating within specifications. My belief is that this company was trying to sell me something I did not need. Second issue. When the first technician left after telling me all was good my air conditioner would not blow cold air. I waited several hours and the house kept getting warmer. I called this company the same night and told him the issues I was having. I was told nothing could be done until the following day. I told him I had a 92-year-old man in the house that could not tolerate that kind of heat. They sent a second tech out that night and when he finished his inspection I was told that there must be a leak in the system and I was losing Freon. His suggestion was pay to have the leak track down and then pay to have it fixed. At this point I was sure they were taking advantage of me. I told him I wanted the system charged to 100% and I thought there should be no cost to me. After a back-and-forth phone call with his supervisor he did recharge my system. I then had cool air. Again, The company I hired for a second opinion found no problems with the system. He went as far as to say he believes they let some Freon go so they could charge me for a fix I did not need. And when I called out the second tech on this problem he recharge the system back to normal. I will no longer be doing business with this company. As for a resolution I would like my money back for the motors I bought two years ago that I probably did not need. I would also like to be reimbursed for the last two years of service charges. I had to hire a second company to to verify they were no problems.

  Business response

  07/25/2023

  We replaced the blower motor at this customer's home back on 7/22/2020. Allbritten didn't replace any other motor at this home.

  Our technicians only give options. It's the customer's choice to make, whether they do a repair or not. We gave options when we went out to the home on 7/17/2023. Then, when the customer called back that night, we went back out to the home at no charge and added refrigerant to the system at no charge, just to help keep the customer's house cooling. Our technician scheduled with the customer for us to come out to do a leak search on 7/20/23. The customer then cancelled the follow up appointment on 7/18 stating that he would not have us out to do a leak search "unless you will be paying for the leak to be fixed". We declined to do so and cancelled the leak search.

  No refund is deemed in order for the blower motor which has served his purpose for the past three years, nor the maintenance that we did on the home for the past two years. We performed the service that he paid for. 

  
  

  Customer response

  07/25/2023

   I am rejecting this response because:
  
  Reason one: I have paid this company for several years to do routine maintenance twice a year on my HVAC unit. We paid for the service to keep our HVAC unit running in top condition. More often than not the technician says we need a new part. 2 to 3 years ago we were talked into putting a new blower motor on our HVAC. We were told it could go out anytime. In under three years we were told we need a new blower motor. And the bill would be in the neighborhood of $1200
  I thought this was outrageous and opted not to put the blower motor on at this time. I didn’t ask the technician to share with me The rest of his results. This technician told me that everything else was running just fine. Since this incident I have talked to one large HVAC company and one independent HVAC company. Both of their technicians said something didn’t sound right. Each company told me they have clients with HVAC units well over 20 years old that have the same blower motors.
  I then paid for a nether service company to come out and check my blower motor.. this technician said that all numbers were within normal range.

  reason two: when technician number one left his report stated that all numbers with the exception of the blower motor were normal. As soon as he left we realized the HVAC was not blowing cool air. We gave her an hour or so and want to continue not to cool I called the company back. They said they could not get back out till the following day. This was their stance until I told him I had my 92 year old father in  the house that would not survive the heat overnight. After practically threatening them with a lawsuit they agreed to send a technician back out. Technician number to magically found The coolant numbers to be low. They would have to charge to add coolant to the system and then charge a separate fee to come out and find the leak the following day. I find it interesting that in less than two hours one technician said the unit Numbers were  perfect the second technician said I needed coolant. As well as tracking down a mysterious leak.

  this company continually trying to upsell me at every visit. their lack of integrity and honesty has cost me an additional fee to verify my HVAC is running fine. I feel their service has been subpar and I would like to be refunded for The last three years of service. from the time the new motor was put in until present. I would also like to be reimbursed for the additional cost I paid to have a second opinion done on my HVAC.

  Business response

  07/27/2023

  We have no further response. 

• Initial Complaint

  05/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On June 20/22 we purchase a 4 ton airconditioner through ALLBRITTEN air and plumbing, the unit was installed, ever since the installation we have been having issues with this unit, When it was installed it failed to cool, Technitions resonded on serveral ocasions, and supposed to have fixed the problem, when the weather turned cold, the heating failed to work, technitions responded on serveral occasions to try and fix the problem, it was determined that a wire from the factory was faulty, on 05/11/22 the first day of hot weather the air was turned on the house was 82 degrees, 6 hours later, the house cooled to 81 degrees, Unit ran continously for that time without cooling off the house, ALLBRITTEN was called on 05/14/2023 and we were informed that the earlest they could get a technition out to look at the problem would be Tuesday of this same week, This unit has been defective since day one and plagued with problems, this is a new unit less than a year old.. we paid over $12,000 for this unit and should not be saddled with a lemon unit.

• Initial Complaint

  07/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have two HVAC systems in my home. For the sake of simplicity I will refer to them as HVAC 1, the system located on the east side of the house and HVAC 2, located on the west side. On 5/23, Allbritten came out to service both of the HVAC systems. They checked everything and made some recommended repairs to HVAC 1 to help it perform better but nothing related to a leak. Their report stated refrigerant levels were fine at the time of service. I paid $359 for their Gaurdian membership which will cover two services a year for each system. See attached invoice dated 5/23. About 2 weeks later I started to notice HVAC 1 was turning on but not cooling down. It was just blowing out warm air. We thought maybe it was because of the extremely hot weather but HVAC 1 was working fine. So I called Albritten back on Monday, 6/13 and ask them to come back out. The earliest they could come back was that Friday, 6/17. On 6/17, they checked HVAC 1 and tell me it's not cooling down because the refrigerant levels are low. I asked how can that be when they just came out 3 weeks ago and the levels were fine. The tech said he doesn't know but didn't detect any leaks. So I authorized them to add 3 pounds of refrigerant costing $651. After charging the system the tech then calls to tell me he now detected a leak at the service valves. See attached invoice from 6/17. So basically, when they came out on 5/23 they didn't tighten that valve like they were supposed to nor did they detect the leak so then I had to pay for them to correct their mistake. It's now been over 5 weeks and HVAC 1 is still working fine, meaning no refrigerant leaking out. They never came back out like they said they were on the 6/17 invoice. I'm filing this complaint because I've called them 3 times to ask to speak to a manager and they never call me back. I can't trust them to service my units anymore so I want a full refund of the $359 membership fee and the $651 for the refrigerant.

  Business response

  07/28/2022

  We have made contact with this customer and after further investigation of the situation, we realize that some of her concerns were valid so we refunded her money as appropriate. She was content with the resolution.

  Customer response

  07/28/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 176***96, and find that this resolution is satisfactory to me.

• Initial Complaint

  04/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  The company was hire to replace a furnace due to flood in the condo. I informed the salesperson named **** that we have a competitor's estimate for almost half the price. He assured me that their product and services are superior to any competitor. The sales person said that the unit could not be replaced in accordance with CA law, however neglected to check the compatibility and condition of the coil and the compressor., necessary to function as a complete unit. Only after the furnace was installed, was I informed of the problem, that the coil and compressor were old and not working. This is simply not true, as I personally turned on the unit few days prior for the previous crews who worked there, and it was working fine. Faced with the situation, I contacted the insurance company, only to be told that they would not cover the total invoice amount. At this point we were left with a ****tage of $3876. I immediately protested the amount, however at this point the salesperson informed me that it was too late, since the units were already installed. This morning I reached out to **** the salesperson explaining the situation. In turn he threatened me with turning us to a collection agency and hung up on me. Immediately I called the office asking to speak to the manager, and was told that he is in a meeting and will call me soon. I called **** but wasn't able to reach him. I sent a text asking him to try to resolve the matter in a peaceful manner. Instead he sent me a text message saying that someone from his office would contact me to fill out an application for financing. The office staff called, however Mr. ***** didn't When I asked to speak to ***** the manager I was informed that he left the office and would not be back for a week. I' helping an elderly lady from our congregation who doesn't have the capacity to deal with such task. On Saturday I'm leaving on an overseas trip for three weeks. I would like to have a resolution ASAP. Thank you ***** ***** J. ****

*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. ↩