ComplaintsforThe Air Conditioning Co, LLC

• Initial Complaint

  07/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We purchased a new AC unit in June 2024. Inspection was just done today 7/24/24 and it did not pass. The Airconditioning company did not label breakers, unit is not secured on base and apparently base is not secured on roof. When we try to call the office it is always in disarray where no one knows what's going on. One lady in particular has a horrible habit of always trying to speak above you and interrupts the entire time. The entire set up is dependent on co-owner who is never in office and it seems unprofessional of office staff to say specifics of why she is out. We don't need to know she is in hospital, or at the bank again, etc. It has just overall not been a pleasant experience with this company at all. Zero communication from office on when something is scheduled random guy just shows up, they promise a call back and never follow through.

  

  Business response

  07/26/2024

  In Response to ***********************/M *********,
  
                  We have been nothing but responsive to the customers needs and made sure to answer questions as quickly as possible. The partner they refer to is myself who had surgery on her foot on 06/19/24 and has been in and out of Dr.s appointments since. I have had to work from home as the office does not provide a space I can keep my foot elevated to keep swelling down and maintain pain to a minimum.I have been available and responsive to any issues customers have brought to our attention and respond in the timeliest of manners, using my more than capable office staff.
                  The customer submitted a complaint of a failed inspection on the day the inspection was failed. I followed up with her next day as soon as I got the result from the failed inspection and set up for our installer to be there. How is that not timely? The result came into my inbox on 7/24/24 after 5pm (which is after office hours and I no longer monitor my inbox until the next day). On 7/25/24 I had my office reach out to customer at ******* to see if we could arrive around 1:30 to 2:00pm because we needed to get the supplies necessary to complete the work. She did not answer the phone and we left a voicemail. I wanted to make sure customer was taken care of since I had the opening in my schedule and had my office reach out again an hour later so I could dispatch my installer. She answered this time and I dispatched my installer to fix the issues found on the failed inspection.
                  In this complaint there is completely false information and I can provide the failed inspection report. According to the inspector all of the issues were with a part of the system we did not even touch called the condensation system (not the condenser as customer accused). This system was installed by whoever originally installed the system and we did not touch nor quote work on this system as it seemed to be operating correctly during our visit. We called the inspector to get clarification since all we did was a condenser change out and to find out why we had failed on a condensation system we didnt even touch. The inspector apologized and explained he did not read the permit correctly and we were not responsible for the condensation system. We had already fixed the issues with the condensation system (that we did not touch or install) at our expense even though it was not our responsibility or in the original proposal for work covered. Lastly, the inspection failed due to the original installer of the system first time around. We did not touch the electrical and the breaker should have been labeled by original installers and is not our responsibly once again since we only changed the condenser. Customer had also misplaced the panel inside her breaker and caused us to fail for that. Again, no electrical was quoted in our original proposal. At our own cost, I dispatched the certified electrician we work with to help us get these issues fixed. He not only found the original work was done without a permit but that they had also done fly-by-night work and undersized the breaker for the size of unit on the home. Again, not our responsibility as all we quoted and completed was a condenser change out, but we still wanted to take care of the customer and authorized at our own expense for the breaker to be changed out (which was not caught by the inspector) to make sure customer was taken care of.
                  Again,this customer complaint was based on information given by the city inspector for work that was not done by our company, nor which the city held us responsible for once the error was made known to the city. We are not the original installers of her system. We had not worked with this customer until this year when she called us for a Spring Tune Up (maintenance on her current system)where we found that the condenser was failing and proposed she get it changed out. She and our company agreed to a condenser change out (which we did), and nothing has been found to be working incorrectly, she is cooled and has had no complaints. I have been behind catching up on closing permits (which I have 6 months to do) due to employee turnover and my surgery and customer called to see when we would schedule the city inspection. Install was 06/18/24 the day before my surgery. Customer called complaining about city inspection on 7/12/24 I had office call and schedule our Quality Control (QC)  that following Monday 7/15/24 and had our QC inspector there on 07/16/24. He inspected our condenser install and found it was up to city codes and asked the customer when she would like city inspection set up. City inspection is a day the customer can stay home all day from 8am to 5pm and the customer chose to have the inspection set up for 7/24/24. Again, as mentioned earlier I received the report after 5pm on 7/24/24 (and customer submitted complaint on 7/24/24) and called the next day to have issues fixed. I am not sure how any of this is not timely or with great respect for the customer and their time and going above and beyond since as cleared by the inspector we should not have failed for any of the issues found since we only pulled a permit for a condenser change out and he read his report wrong and therefore failed the inspection unjustly. Regardless of the error on the part of the inspector, as stated before, we fixed all the issues he found and an electrical problem he didnt and at no extra cost to this customer. hy here...

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