ComplaintsforA-US Air Conditioning of Texas

• Initial Complaint

  08/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On August 15, 2024, A-US Air Conditioning of Texas visited my residence to address an HVAC issue covered under my AHS warranty. The primary concerns involved several vents in my home either blowing minimal or no air, or emitting hot air. Following the technician's assessment, a report was submitted to AHS, which subsequently denied my claim on the grounds that the damages were not classified as normal wear and tear (see attached image). I requested a copy of the report submitted by A-US Air Conditioning of Texas to AHS, and was assured that it would be provided within 24-48 hours, along with follow-up communication from the contractor. Despite this assurance, over a week has elapsed without receipt of the report or any contact from the contractor. Based on the AHS website (since I never received the contractor's report), the submission made by A-US Air Conditioning of Texas combined two primary issues: loose collars and holes in the return. However, there are additional issues such as tears in the ductwork that were mentioned by the technician but were not included in the report. According to my AHS contract, issues such as leaks or breaks in ductwork, including leaks in vapor barriers, plenums, dampers, registers, and grills, should be covered. A-US Air Conditioning of Texas did not accurately document and submit these issues, which has resulted in the denial of my claim by AHS. I request that A-US Air Conditioning of Texas promptly submit a revised report to AHS, clearly separating the issues into the following categories: 1) Loose collars, 2) Holes in the ductwork, and 3) Holes in the return. The loose collars and ductwork holes are consistent with normal wear and tear and should be reported as such. Additionally, the holes in the return are due to the aging of HVAC tape, which is a normal occurrence over time. Should A-US Air Conditioning of Texas choose not to rectify this matter with AHS, I expect them to address and repair these issues at no cost to me.

  Business response

  09/04/2024

  The complainant has a contract agreement with a Home Warranty Company for service on the appliances and mechanical equipment at their home. They do not have a contract or
  service agreement with A-US Air Conditioning (A-US Air). According to the provisions of their agreement with their warranty company, which we have provided, the complainant may request a second opinion from another service company if they feel our diagnosis was inaccurate. Additionally, A-US Air and its technicians do not make coverage decisions. We report
  our findings to this warranty company. Per the terms of the policy agreement between the warranty company and the complainant, the warranty company makes the final decision on coverage and often will send a second opinion on their own if they feel our diagnosis is without merit. In this case, there were abnormal failures to the ducting system that were identified, documented, photographed, and reported to the warranty company for a coverage decision. The warranty company chose not to cover repairs for the complainant. Duct work and plenums are passive. They do not have mechanical or moving parts. Damages and defects to the ducting system are almost always the result of abnormal causes that are classified as “NOT
  NORMAL WEAR & TEAR” conditions. We have attached all related job records and details along with an AHS policy agreement for your review. A-US Air respectfully asks for this matter to be closed and to be released of any liability at the conclusion of your review.

  Customer response

  09/04/2024

  I am rejecting this response because:   

  I am writing to address some concerns regarding the report submitted by A-US Air to my warranty company. Specifically, my contract states that if I request a second opinion this would require an additional $100, which I believe is unnecessary given that I have already paid $100 for A-US Air’s initial assessment. I had expected that this fee would cover a detailed and accurate report, including a clear distinction between normal wear and tear and abnormal damage. However, there are three key issues with the current report:

  1. A-US Air has not provided photographs of the ductwork that were reportedly submitted to my warranty company.

  2. The report does not separate the issues identified into normal versus abnormal wear and tear, despite the technician's statement to me in person that loose ductwork was considered normal wear and tear.

  3. Additionally, the technician mentioned other ductwork leaks during the inspection, which are missing from A-US Air’s submission to my warranty company. Despite multiple attempts to contact the technician, I have not received any follow-up communication. This discrepancy between the technician's in-person statements and the official report raises concerns about the accuracy of the submission.

   

  I am requesting one of the following resolutions:

  A. A-US Air resubmits a revised report to my warranty company that clearly separates normal wear and tear issues from those deemed abnormal and includes the additional ductwork leaks that were reported on-site. If necessary, A-US Air may revisit the property to take further photographs for submission.

  B. Alternatively, A-US Air provides me $100 which I paid for the initial inspection, allowing me to seek a second opinion from another provider, as the report submitted does not accurately reflect the technician's findings or provide the level of detail for which I paid.

   

  Please see the attached documentation supporting that ductwork defects can be attributed to age and normal wear and tear. A blanket statement that such defects are almost always due to abnormal conditions does not appear to align with general HVAC industry standards.

  I look forward to your prompt response and resolution.

  Business response

  09/05/2024

  The customer's contract with their home warranty company allows for a second opinion.   If the second opinion does not confirm our findings, then the customer is refunded for the cost of the second opinion.  We are not changing the report we sent to the warranty company and we will not be reimbursing the customer.  We follow the guidelines set forth by the customer's warranty company. Our last response included all the information that we reported to the customer's warranty company including pictures.   

• Initial Complaint

  08/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Monday 8/12 two technicians came out to repair our inside ** unit, while doing so they fell through our ceiling (which has since been repaired) but they also unclogged our ** drain line which was routed to our guest bathroom, when this was done, they did not check the P-trap under the sink, or they forgot to secure it (I'm assuming because of the chaos of falling through the ceiling) and the ** continued to drain all day in to the floor in the bathroom, which resulted in the bathroom flooding. This also resulted in our oldest daughter's bedroom flooding, which ruined her carpet. We reached out to let the supervisor *** ******* know, I've seen multiple emails with no response. I also left a voicemail for someone named *****, also with no response. We ended up having to rip the carpet out after extracting the water ourselves and putting a fan on the carpet, it ended up mildewing and smelling horrid, so we had to rip it out due to the lack of response from the company. I contacted the warranty company, ******************** on Friday 8/16 and all they did is submit a ticket which dispatched the company out to our house again, which is not what we needed. I've yet to receive a response from the company or the warranty company and they are refusing to take responsibility for damages that were caused due to a direct result of their employees. I would like something done about this.

  Business response

  08/29/2024

  The complainant in this matter has a home warranty company. The claimant has a contract agreement with the warranty company for service on the appliances
  and mechanical equipment at their home. They do not have a contract or service agreement with *********  The service claim we received that the claimant placed through their warranty company clearly indicates the condition they were experiencing, Leaking water. The claimant purchased a new supply air plenum because the existing was full of water and pulling away from the cooling coil case. Also, there were evident water stains on the attic decking below the heavily rusted secondary overflow drain pan. During the plenum replacement job, our installer stepped through the claimants ceiling. Our company scheduled for a paint and drywall repairman and that corrected. The claimant did not mention anything regarding water damage for over 24 hours. Email correspondence is included as well. If a condensate drain line was left disconnected, the leaking water would have been
  evident within one hour. None the less, we sent a technician to verify and check the ** condensate drain line. He found and photographed the ** line was secure and tightly
  connected. He did note that the issue was with a plumbing drain and given the connection of the ** drain it wouldnt have caused the problem. Pictures and reports are included with our response as well. Our management team has reviewed this incident and have not found sufficient evidence to establish any violation of the of the Texas Air Conditioning and Refrigeration Laws or Rules enforced by the **** under the Texas Occupational Code. We have attached all related job records and details along with an AHS policy
  agreement for your review. A-US Air respectfully asks for this matter to be closed and to be released of any liability at the conclusion of your review.

  Customer response

  08/29/2024

  I am rejecting this response because:   The only reason the p-trap was secure and tight is because I, myself re-secured it after I found it flooding the bathroom. I emailed the very next day when I realized what caused the issue. The pipe itself would not have just come undone, it came apart as a direct result of work being done on the drain line. it is not a coincidence that this happened the same day this company was out there. 

  Business response

  09/10/2024

  The pvc coupling to the drain line in the picture is threaded.  We are not responsible for the p trap failure as we did not service the p trap. This is a plumbing issue. 

  Customer response

  09/13/2024

  I am rejecting this response because:   although that may be a plumbing issue it is a direct result of your companys work that day. You are failing to take responsibility for something your men did. The p-trap was only threaded after the fact because I myself threaded it once I realized that is where the water was coming from. 

  Business response

  09/17/2024

  For the complainant to have secured the ** condensate drain, he/she would have had to cut the line, tighten the threaded portion to the 3/4" brass male stub, apply *** cleaner and epoxy/cement and bond the *** Pipe joints together. Based on the pictures, that were included in the previous response, and comments from the complainant, the pipe that was disconnected was the 1-1/2" drain pipe. Unrelated to ** condensate and not affected by our workers. Poor design or improper assembly, call it either or, this was not the fault of our workers and we are not liable. 

• Initial Complaint

  08/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  American Home Shield was my insurance (home warranty) company and have been for 6 years. Had a couple of minor issues with my HV** that we filed with AHS but turned out to be easy fixes for me. July 2024 my ** stopped cooling so we filed a claim with AHS and they sent there contractor A-US Air Conditioning of Texas/Longview out to perform an inspection on July 20, 2024. The guy was here maybe 5 minutes and told me I needed a new inside unit and he would send the report to AHS and they would get back to me. The following week I received an email from AHS and the report that US ** sent them stated my "unit freezing due to being low on refrigerant. Found non repairable leaking asap coil. Condenser coil damage cause evaporations coil to run at high head pressure leading to leaks" and the report also said that this was NOT NORMAL ************ The guy never hooked up any gauges and only did a visual inspection of the inside/outside unit. Everything US ** put in the report is not even close to being true. My unit was NOT LOW on refrigerant and what damage to the condenser coils (outside unit) is the definition of normal wear and tear especially considering the age of the unit!!!!!! Turns out that my condensation pipe got moved a little and was leaking water underneath where the ** unit is and the moisture sensor did its job and shut the outside unit off. I dried out the sensor and the concrete were the sensor was and my ac is working fine now. I've contacted A-US Air Condition of Texas SEVERAL TIMES or the people they have answering the phone several times asking for more information about the report they sent AHS and if someone would call me asap with absolutely no response from them at all. The only thing I can take out of this is US ** technician/company is not running/performing business like it should be HONESTLY!!!!! It was only a sensor and the report said a new inside unit was needed and outside unit was damaged. US ** is a JOKE

  Business response

  08/21/2024

  The complainant has a contract agreement with a home warranty company, AHS for service on the appliances and mechanical equipment at their home. They do not have a contract or
  service agreement with A-US Air Conditioning (A-US Air). According to the provisions of their agreement with AHS, which we have provided, the complainant may request a
  second opinion from another service company if they feel our diagnosis was inaccurate. Additionally, A-US Air and its technicians do not make coverage decisions. We report
  our findings to AHS. Per the terms of the policy agreement with AHS and the complainant, AHS makes the final decision on coverage and often will send a second
  opinion on their own if they feel our diagnosis is without merit. In this case, there is photographic evidence that confirms our technicians diagnosis is accurate.    The customer's home warranty company AHS chose not to cover the repair. We have attached all related job records and details along with an AHS policy agreement for your review. A-US Air respectfully asks for this matter to be closed and to be released of any liability at the conclusion of your review.

• Initial Complaint

  08/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am filing a complaint against A-US Air Conditioning of Texas **** due to an incorrect diagnosis, unprofessional conduct, and concerns about potential fraud.On July 26, 2024, a technician from A-US Air Conditioning incorrectly diagnosed my thermostat failure as being caused by an electrical surge. ***** confirmed there were no surges during the period my HVAC system was non-functiona and I obtained a report from *****. Despite this evidence, the technician, ***, reported that the issue was due to a surge, which is not covered by my home warranty policy. I am concerned that *** may have knowingly included this incorrect diagnosis to avoid covering the repair, without verifying the surge claim with *****.On August 9, 2024, I spoke with ***** from A-US Air Conditioning. He was unprofessional, aggressive and rude, altering the report to state the issue was due to a "simple and mechanical visual test" failurea term unfamiliar to me. When I sought clarification he got extremely aggressive on the phone. ***** stated that a senior technician would contact me by the end of the day, but this follow-up never occurred. American Home shield warranty has informed me that they will not review the ***** report I obtained, stating that I must resolve this issue directly with A-US Air Conditioning. Given these circumstances, I am concerned about potential fraudulent practices and request that A-US Air Conditioning correct their report to accurately reflect that the thermostat failure was due to wear and tear, not an electrical surge as I have evidence and proof from *****. *** never confirmed if there was a surge and put it in the report.

  Customer response

  08/12/2024

  Received a call from **********;

  I returned the call at 8.12.2024 and left a message with my cellphone number for him to call me back at. Awaiting a call. 

  Customer response

  08/12/2024

  Spoke to ***** 8.12.2024 at about 11:40 AM centraol
  Regarding the oncor report. He stated it does not matter as the surge could have been bypassed by the transformer and the Unit itself. I stated the system has a built in surge protector.
  He stated the control board and thermostat was bad. 
  I requested a written report so I can see what the diagnostics were done. He stated there was not written report as it was called in to American Homeshield.
  I said you all must have some reports since he was reading off something but I was unable to obtain anything from ***** regarding this. I asked to speak to *** since he was technician that came out. He said since it was so far out that is not possible. There were notes they had as he was reading off of something but would not provide that to me so that I can get my system fixed. I told him another A/C unit that was registered with ***** came out and they were able to get the ** unit to work by putting a new thermostat on it. So would that not mean control board is working?
  
  
  Power surge called thermostat and control board to fail.
  Replace the thermostat and control board. 

  I am curious of the following

  1. ***** who I spoke to on this past Friday gave me a different verbal report

  2. How come a written report not being provided when clearly there is something in writing that ***** who never came to the house is reading off . Why can't they give the diagnostic report. They are claiming there are none and it was called into to american homeshielf however ***** has something he is reading off to me about what was done. I need to get my ** unit fixed and the fact not providing this is concerning.

  3. *** who was at the house only told me the thermostat was broken this additonal things were not stated and why was it not, and why are they not allowing him to speak to me when I am asking questions that they are saying only the technician would know. 

  Business response

  08/21/2024

     The complainant in this matter has a policy with a ********************** The complainant has a contract agreement with the **************** for service on the
  appliances and mechanical equipment at their home. They do not have a contract or service agreement with A-US Air Conditioning (A-US Air). According to the provisions of
  their agreement with their warranty which we have provided, the complainant may request a second opinion from another service company if they feel our diagnosis was inaccurate.
  Additionally, A-US Air and its technicians do not make coverage decisions. We report our findings to the ***************** Per the terms of the policy agreement with the **************** and the complainant, the warranty company makes the final decision on coverage and often will send a second opinion on their own if they feel our diagnosis is without merit. In this case, there were a series of failures to components of the system that are all connected electronically. Based on the failures, no presence of the manufacturer recommended surge protection device, and the age of the coverage policy, the warranty company chose not to cover the repair. We have attached all related job records and details along with the warranty policy agreement for your review. A-US Air respectfully asks for this matter to be closed and to be released of any liability at the conclusion of your review.

• Initial Complaint

  08/07/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On Wednesday, July 31, 2024, A US Air Conditioning of Texas was contacted to repair our AC unit. They showed to my residence on Thursday, August 1, 2024. The young man who assisted replaced the capacitor and also said that we needed to have the blower motor replaced. He stated that he would be back the following morning, Friday, and replace. He then stated that his boss wanted to wait ***** hours to see if the motor would "fix itself". I called Friday and told them that the blower needed to be replaced as it ran all weekend long. They told me that they could not have someone back to the house until Monday, August 5. I received a Nest Aware notification that something has been unplugged form my unit in the garage connected to the blower. A different young man showed up on Monday, August 5. I had already explained to the company to make sure to please bring the motor; however, they did not. Monday morning, August 5, the blower motor completely went out and the degree in the house rose to 86 degrees, with a 99 degree temperature outside. When he showed, he left the following in his notes: "found low voltage to blower hanging. If motor wasn't plugged in when he worked on it the system wouldn't have ran period looks like it was definitely tampered with." After speaking with the company numerous times, I was told that "the system was tampered with and my guys did not do that. We will not be returning to replace the motor". However, I had already agreed to have them replace it through American Home Shield. I waited all day Tuesday for a call back and never received one. They were very rude and inconsiderate, and their complete lack of technician skills needs to be a concern for anyone in the future using this company. It is now Wednesday, August 7, and I still do not have air conditioning. A US Air Conditioning of Texas is horrible, unprofessional, and lack the skills needed to be an effective technician company.

  Business response

  08/15/2024

  On 8/1/24  *********** replaced a bad capacitor.  The unit was functioning. The motor was not failing at that time and customer's warranty company will not allow us to replace until the motor fails.  On 8/5/24 our technician was called back to the property, and found wires hanging from the unit.  We are obligated under the customer's warranty guidelines to report this as tampering.  Because of this, we are not allowed to continue servicing the customer until the warranty company gives us further authorization.   

  Customer response

  08/20/2024

  I am rejecting this response because:   
  The only company, or person, that had handled my unit was this company.  The first ********** that came to the house did not indicate that any wires had been tampered with.  There are 2 people living in my household who DID NOT tamper with the system.  This company has a 1 star rating with the BBB and most all of the complaints are very similar in nature.  It is time for this company to be responsible for their own employee actions.

  Business response

  08/29/2024

  According to the provisions of their agreement with their home warranty company,which we have provided, the complainant may request a second opinion from another service company if they feel our diagnosis was inaccurate. Additionally, A-USAir and its technicians do not make coverage decisions. We report our findings to the warranty company. Per the terms of the policy agreement with the complainant, the warranty company makes the final decision on coverage and often will send a second opinion on their own if they feel our diagnosis is without merit. In this case, there is photographic evidence that confirms our technicians diagnosis is accurate. AHS chose not to cover the repair. We have attached all related job records and details along with an AHS policy agreement for your review. A-US Air respectfully asks for this matter to be closed and to be released of any liability at the conclusion of your review.

• Initial Complaint

  07/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Last summer I filed a service request/trouble call for my AC with American Home Shield. They sent A US Air to diagnose/troubleshoot. The A US Air technician discovered a cracked/leaking coil in the attic. They sent two scumbags to replace the coil. They dismantled new coil to put it in the attic and then damaged it when putting it back together. They also destroyed my HVAC plenum housing doing this work and left it leaking air. Also did not reattach the vent flu that keeps carbon monoxide out. Could've killed my family. The guys they sent to do that work did not return to fix the coil and vent flu, due to my complaints. They sent someone more reliable to fix the coil and flu. He fixed the coil but the plenum was still left unsealed and damaged for the last 11 months. I've been able to get by with just taping the plenum leaks with AC seal tape but it's just not working anymore. I also suspect that something is wrong with the new coil still. I currently have no air conditioning and it's the middle of July. All of this occurred last August. I want everything fixed/or replaced. New plenum built and installed, etc. Or I'm involving a lawyer. I have saved all text messages from the multiple technicians they had out here. This will go very smoothly for me in court. I'm a disabled Veteran with children in my household and A US Air needs to learn that they cannot treat people this way.

  Business response

  07/17/2024

  The customer has a home warranty service. The coil was provided by the manufacturer at no expense to the customer.   The new coil was installed on Aug 8,2023.  We were called back out on 8/10/23.  At that time we found a leak in the condenser.  This leak could not have been detected until the coil was sealed.   We have to closely follow the customer's home warranty company's guidelines on diagnosing failures.  The condenser was repaired 8/10/23 and the plenum was resealed.    The flue pipe was never disturbed by our company because we did not replace the furnace.   Since the 8/10/23 we have not heard from the customer regarding any issues.  The customer has now sent in this complaint 11 months later.  Why would the customer wait all this time without alerting their home warranty company?

  Customer response

  07/17/2024

  I am rejecting this response because:   

  A US Air lied in writing. I have correspondence with your technicians, ****** and ******. I also have them on camera in my home. See screenshots of correspondence. There are also photos of the damage in the messaging with time stamps.

  DO THOSE OTHER PHOTOS LOOK LIKE A WORKING PLENUM TO YOU?

  You did not replace my condenser. I had a third party replace it because I would/will not allow A-US Air on my property.

  I have a Federal Lawyer in my family. Mail me a check for the money I paid you or we're going to get really serious in a legal way real quick.

  Business response

  07/18/2024

  The complainant's home warranty company, ***, approved and paid $2341.00 to A-US Air for parts, labor, refrigerant, and a portion of required code upgrades and modifications regarding the replacement of a defective evaporator. The complainant paid the portion of necessary codes and modifications that exceeded the coverage limits of the *** Policy in the amount of $1150.00. This approved repair was completed on 8/4/2023.
  
  
  Per the *** policy holder's agreement, the complainant was still having problems with the system and another work order was sent to A-US Air on 8/6/2023 to assess the issue. The technician found that the new coil needed to be repaired or replaced under warranty. On 8/10/2023, after receiving approval from ***, A-US Air installers returned to the complainants home and were able to repair the evaporator coil and correct some workmanship issues along with another leak repair at the outdoor condensing unit. That was called into *** authorizations for the additional approval. The approval amount from *** was $1100 for the labor, parts and refrigerant. No additional costs were incurred by the complainant. 
  
  
  The complainant at no time had a contract agreement with A-US Air. They are an *** policy holder and have a contract with *** that allows them to request another contractor to provide service if they are unsatisfied with ours. To our knowledge, after 8/10/2023, neither A-US Air or *** received notice that the complainant was continuing to have problems with their HVAC system. Per their agreement with *** they didn't place any more service requests through them to resolve any alleged problems. If the complainant made a choice to have an outside company do further diagnosis and/or repairs which would have been completely covered through their *** policy agreement they are within their right to do so. Furthermore, nothing factual about what has been submitted by the complainant indicates there has been any violation by A-US Air of its agreements and terms with ***. A-US Air has no obligation to meet the payment demands made by the complainant in this matter. As a gesture of goodwill, we are willing to reimburse $575.00, half of the $1150.00 that the complainant paid to our company on 8/4/2024. If this offer of goodwill is accepted we will consider this matter closed and forward payment as specified by the complainant. We will not negotiate for any additional amount as we feel this is a fair and just offer of goodwill as there was no factual evidence of fault against A-US Air. 
  

  Customer response

  07/18/2024

  I have reviewed the business response and accept this resolution. 

  Make Check payable to:

  ***************************

  ****************************************************************

• Initial Complaint

  07/01/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Our air conditioner went out on June 25th. We used American Home Shield, our warranty company, to get this serviced. They assigned us to this A US Air Conditioning who was to come out on the 26th. They showed up 4 hrs after the time window around 6:30 PM and couldn't fix it at that point because they needed parts.Showed up the next day at 6:30 PM not notice. While installing the motor fan, we heard a big "POP" and then the tech said the part was bad. That he would have to get a new part although it seemed clear to us that he shorted it out. He told my boyfriend that he would be back at 10 AM the next day.At 10:45 AM next day (I was waiting at home) I called and texted to no response. I called the dispatchers and they said he should still be coming but they couldn't reach him. At 11:30 he responded to a text to say "let me see if I can find the part" which didn't make sense since he told us he would be back already with the part by then. He quickly said he found the part and would let me know when he was on the way.At 1 PM I tried to reach him again to no response. Dispatch was unable to reach him as well. At 2:45 he finally answered the phone. Said he was coming now. I asked where he was so I could get an idea of time and he said San ****** (45 min away)At 4:15 PM I called dispatch again and they said they couldn't reach him but we were his only call of the day. They tried to reach him again and were told he couldn't get the part? When he told me he had it. At 4:20 the technician showed up with the part and said dispatch never called him and he never told them he didn't have the part. He said it would take ten minutes.At 6:40 he diagnosed that the compressor wasn't working either. He accusatorily asked my bf if it was struck by lightning, as though we would lie but also had the power to cause a lightning strike?I told them I wanted a new tech. Said would send one Monday. Monday comes and they now say Tues. It's going to be 100 deg all week.

  Business response

  07/02/2024

  June 26 a bad blower motor was diagnosed.  ********* shorted straight out of the box on 6/28/24.  The customer called in for a new technician at aprox 4:20 on 6/28.  No technicians were available and the call was reset for July 2.    July 2 ********* was replaced.  At that time we were able to diagnose the bad compressor.  The compressor could not have been diagnosed until the blower motor was replaced.   Our company has now submitted this information for authorization to the customer's home warranty company.  We are waiting on their authorization to move forward with the repair.    Any fee paid was to the customer's home warranty company and not to our company.

• Initial Complaint

  06/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Our problem began when our ac unit stopped. I called A-US Air of Texas. They had installed our new HVAC system in June. 2018.. We paid $85 for a service fee. The tech said the unit need 3# of coolant. This was not repairing the problem, but a patch. A-US Air said replacing the air handler would repair the problem. Due to the cost, I contact American Home Sield. *** agreed and would pay for repairs. However, A-US Air said the system required code updates that would cost me $1700. I was never given any paperwork on the repairs required by code. I have requested documentation a few times and still have not received anything from. A-US Air.The system worked 5-6 days and stopped working. The repair company said they could not get to me for 3 days. I explained to them that my wife has health issues and cannot handle tge heat (she is 70 years old). We waited, the tech came and said that the switch on thr system was shut off. The unit blew air fir about an hour and stopped. A second tech came out and said moisture had burned out tge motor. This was on Saturday. He did not have the part but promised we would be first out on Monday. I waited until 8:15am and called A-US Air. They said they could not get a new motor until late Monday. (The material distribution is located where we live). I was told that the supervisor had sent an emergence message to the tech to pick up tge motor and fix our ac. I called again a few hours later and now they said it would be Tuesday morning before they could get to us. A-US Air never reached out to me. I called them 3-4 times and was promised a supervisor would call me. It is 6pm and I have not received a call. My wife just received a text that they would be here between 7:15-9am Tuesday morning. O was totally lied too and still do not have my ac working. It has been 100* the last 2 days

  Business response

  06/25/2024

  The customer's new motor was installed Monday June 25.  Regarding the issue of the customer living near a distribution center, we can only pick up parts at supply houses and not distribution centers.  

• Initial Complaint

  06/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  This company was sent out by American Home Shield ********************* to look at the duct work for my AC for no airflow to my living room on June 18, 2024. The technician that came out, *******************, told me that he didn't think that AHS would cover the repair because," The air duct that is collapsed is OLD. The other ducts looked to be about ***** years old but the one that is damaged looks to be original to the house." Please note that my house is 46 years old! He took a photo and text it to his supervisor. I was told that his supervisors name is *********************. His supervisor called and ***** had him on speaker phone and his supervisor said, "Yeah, I don't think that AHS is going to cover it because the air duct is old and that's not normal wear and tear." I ask you, wouldn't something being 46 years old and collapsing because it is so old that it could no longer handle the pressure flow coming from the duct be considered "Natural Wear and Tear?" *******************, the technician, his boss AND this company did was give a false diagnosis, completely different to what ******************* told me, to the warranty company (American HomeShield) in order to make me, the home owner pay as well as the warranty company! They ABSOLUTELY LIED on the report that they sent to AHS! The technician, *******************, also refused to give me any kind of paper work with his findings because he knew by doing so that he would have to write down what he told me his findings were and that would be written proof that the findings he sent to AHS were FALSE and a COMPLETELY DIFFERENT DIAGNOSIS than what he gave me. Furthermore, *******************, gave me the name and phone number to a personal friend of his that could come out and replace the air duct for a cheaper price than the very company that he works for. He also instructed me not to tell, as he could get fired for doing so. CLEARLY, A-US Air Conditioning Company of Texas is unethical and dishonest in order to put more money in their pockets! DISGUSTING!

  Business response

  06/20/2024

  .
  The ducting is not supported with duct straps (pictured below). Has wires run over the top and is wedged between roof support joists.
  Duct work is passive and possesses no moving parts. Therefore, when this type of damage occurs it is the result of abnormal circumstances affecting the integrity of the duct. 
  The duct pictured below is not a collapsed duct but rather a crushed air duct. 
  If covered, the warranty company would only have us to repair the crushed portion with 2 to 3 feet of new duct. (Not a huge repair or undertaking)
  If we did any duct repair non-covered, at retail rates, our estimate would be to support/strap, and seal all accessible ducting in addition to replacing the crushed duct in order to provide warranty for our workmanship. 
  The allegation of a false report made to the warranty company is not correct. The fact is, the tech and tech supervisor identified this as a non-covered item regardless of the exact verbiage used. It is Not Normal Wear & Tear.  
  This customer did not pay A-US Air any money so there is nothing for to refund.  A payment issue is between the customer and their warranty company.

  Customer response

  06/20/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  06/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been in my house for 1 year and 11 months now I had warranty ins for the first ***** months with American residential warranty company and my ac was working just fine I finally decided to go with American Home shield on May 1, and my A/C unit just started to act up on last Monday June 3, 2024 I filed a claim only to have it denied by American home shield because the contractor lied and said their was a preexisting condition but my ac was not preexisting cause it was working until it wasn't, I would like my claim paid and my ac fixed asap!!

  Business response

  06/13/2024

  We are happy to respond.  The customer has an agreement with a home warranty company.  That agreement went into effect June 2,'24.   However the customers agreement with the warranty company states that anything wrong with the system will be automatically marked as preexisting if it's with the 30 days of the policy going in effect.  Our company must follow the guidelines set forth by the home warranty company.   The service fee was paid to the home warranty company and not our company.  Our tech, on June 5, found a blown terminal and a bad compressor that would not pass visual or mechanical inspection.    The customer's warranty company would have allowed for immediately approval of  the repair if the customer would have had an inspection of the unit at the time the agreement went into effect.   

  Customer response

  06/13/2024

  I am rejecting this response because: I have only been in this house for a year and a few months the Ac unit was working fine and now that it just went out I am not compensated the house was inspected when it was purchased before my closing date in July 2022.  

  Business response

  06/13/2024

  The customer's situation is a matter between the customer and the warranty company.  Our company must follow certain rules set forth by the warranty company.   In our previous response, we went through the timeline and why the customer's warranty company denied paying for the repair

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