ComplaintsforEmergency Air

• Initial Complaint

  10/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I hired Emergency Air to install an AC unit in a barn/shed in my backyard. Two technicians came out and quoted me for a 2 ton AC unit for $12,450, which they said was the necessary unit for that size. We moved forward with their suggestion and install. When the installers came, what they installed was a 3/4 ton, mini-split unit instead of the 2 ton unit that was recommended. I was assured by the installers that the unit was correct, but later found out through an electrician that they installed a 3/4 ton unit instead of a 2 ton unit (this was later confirmed by Emergency Air as well after I contacted them). Upon figuring this out and realizing that I was incorrectly charged for a unit I did not receive, I reached out to Emergency air via phone to correct the mistake. The person on the phone passed on my concern to the install manager who verified that the 3/4 ton unit was indeed installed but was unable to offer any solution or price adjustment. I have been unable get this issue resolved with company despite many emails back and forth and several phone calls. I understand mistakes happen, but I do expect a business to be timely in correcting problems that they created. I was verbally quoted for a 2 ton unit, I paid for a 2 ton unit, but I received a 3/4 ton AC unit. Even during the install the installers told my husband it was a 2 ton unit Heres what Im requesting from Emergency Air: Option #1: Install the 2 ton AC unit that I paid for and was originally quoted for and take back their 3/4 ton AC unit.Option #2: Come take back their 3/4 ac unit and provide a full refund.

  

  Business response

  10/13/2024

  There may be some confusion as our operations manager had made contact with the customer to go over the contract that this customer signed and everything we installed matches exactly what the customer agreed to both verbally and in writing. The price also reflects what was agreed to

  We also looked at all of the actual quality control photos To confirm that this was correct as well

  We would be more than happy to come out to the house as managers to triple confirm the details in order to make sure the customer feels 100% satisfied

• Initial Complaint

  07/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  1. Contract stated my AC was suppose to have a ten year warranty. I looked into it and was only registered under a five year. Also, different brand air handler was used which could make the warranty void. 2. On the original contract I was also promised a surge protector that was never installed. In February 2024 a fuse blew and I had to spend $900 dollars to fix and add a surge protector. 3. I was also charged for a fan motor for the condensor a couple years back when I thought he was just charging for labor.4. Now in July of 2024, my AC fail and the technician wanted to charge me $5000 to fix a leak that he stated was cause by build up on the system. I consistently had maintenence visits where I was told it needed to be cleaned but when I reminded them the man said it wasn't necessary. I have now been without AC for almost 2 weeks. I called to speak to a supervisor and he called me back but everytime I call back he is unavailable. I just want someone to look into this to see what happened here. I was promised a new system with a ten year warranty and that is not what I got.I trusted them blindly since the beginning so I didn't really realize that they were charging me for parts when I was suppose to have a warranty.

  

  Business response

  07/25/2024

  Hello there 

   

  my name is *******************.  I am the General manager and I am taking over this concern. I am really sorry for your experience with us so far.  I am back in the office today and will be looking into the details of your file today. Once I have gathered all your information I will be calling you to discuss further.  Here is a promise Ill make even before I look into this.  Whatever of contract agreement saysthats exactly what you will receive. If you had a 10 year warranty agreement on your contract and it was only registered for a 5 yearI will be extending it to the 10 year warranty at no cost to you.  In any case please allow me to dive in here and you and I will get his all worked out together.  Thank you for your patience and I look forward to getting you taken care of. 

• Initial Complaint

  01/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company charged me more than what I expected as I have my ac and heating contract with them to service both units yearly. They never checked my heating system for 8 years then overcharged me for parts. One part costs under $700 but was charged almost $2,000. 4 days later my heater still would not work. NO invoice was given to me, let alone my warranty was not covered. After completed the valve replacement, I was told that it was covered by my warranty with no charge. Stated if he got me an invoice, would I change my review of company. Now I am mad about charges for the part that I was charged almost $2,00 when cost was under $700 and should have been covered by my warranty. I would like others especially disabled seniors. like myself to know that this company will not uphold to contract which was signed 8 years ago

  

  Business response

  06/12/2024

  Thank you for bringing this to our attention. We made contact with *************************** in January. We concluded that **************** had in fact been owed a refund. we refunded **************** $2,285.80 that posted to his account on 2/1/24. He was satisfied with the resolve and has used us for other visits since. 

• Initial Complaint

  06/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had a brand new Air conditioner put in Monday and it has not worked correctly all week. They have been out number of times already. I called wanting to talk with ower run around. They don't send someone out right away, so much for your our emergency!! Its Friday still sitting in a hot house. This is not hard people did not install it correctly. They need to get my air running we are in our 60s with health issues.

  

  Business response

  06/17/2022

  ******************** installation specified he would use his existing thermostat, which is, in some instances, incapable of handling the communicating electrical input/output of his new equipment.  We responded timely, resolved the issue, and had a call from **************** thanking us for the follow through.  So, we believe he has had his issue resolved to his satisfaction.  

*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. ↩