ComplaintsforAZ Air Conditioning and Heating, Inc.

• Initial Complaint

  04/26/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  AZ Air installed my heating and air conditioning system in 2021. I recently had a problem with it so called them to repair my system. When I called to schedule the appointment, they informed me that there would be a $149 diagnostic fee to come to my house. I asked the sales **** ******* if that fee would be credited towards any repairs that were needed. She said YES. I verified this with her twice.Today AZ Air came to my home to diagnose the problem. When I paid the $149 fee, they informed me that the diagnostic fee WOULD NOT be credited towards the repair. I called AZ Air and they acknowledged their error and apologized for giving me incorrect information, but they said that they could not credit the fee because their technician had already completed the diagnostic work. When I first called AZ Air to request an appointment, they offered me two choices - 1) Pay the $149 diagnostic fee (and have it credited towards the cost of repair) or 2) Join their "Membership" and pay a $119 membership fee which would cover the cost of 2 maintenance services per year AND would waive the diagnostic fee. Based on this (incorrect info), I opted to go with option 1, but if I had been given the CORRECT information, I would have gone with option 2. During my conversation with them, I asked if I could have the $149 fee credited if I joined the membership program, and they said NO, because it was after the repair. I would like to have one of two resolutions: 1) refund the $149 fee OR 2) credit the $149 fee towards a year's membership with all the rights and privileges pertaining thereto.

• Initial Complaint

  04/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  In January my air conditioning stopped working and had an E1 error code. I contacted AZ (as they were the installers) to have the unit fixed. The first time technicians came and were at my house for ~6 hours and couldnt figure out what the issue was. They let me know about corroded wires in the outdoor unit and dust in the indoor unit. They said they would send a senior technician out to my house to fix it. The senior technician came, I let him know about everything that had happened the error code, the dust, and the corrosion in the wires outside. He didnt do an inspection of any kind, just said that he knew what I needed. It was a control board for the indoor unit. He let me know it would be $450 for the labor.Upon returning for now the third visit, he installed the part, and the unit still doesnt work. He claimed that because of the corrosion in the wires, we now need a new part outside which will be another $450 in labor. He told me he would not charge me yet because my machine still is not functioning. This last part has still not arrived (is possibly being held hostage as it has been 3 weeks since the tech was last here) and my machine still does not work. I havent paid anything yet.I contacted AZ to find out more information because this didnt feel right, it seems the technician should have been more thorough and inspected outside so that we could get all of the necessary parts and fix everything in one sitting. I keep speaking with service representatives who tell me that a manager will call me back, but literal months have gone by and I still havent spoken to a manager. The interdepartmental communication is in shambles, I have an active issue and billing keeps reaching out to me but I cant get ahold of someone who can help me in any capacity. I am stranded without a functioning air conditioner (or heater which was what I initially needed to work) in my attic living-space with almost no insulation. Please help.

• Initial Complaint

  02/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I purchased 4 Lennox mini splint units from AZ Heating and Cooling on 12/12/2023. The units were installed 12/15/2023. One unit was defective. It has never operated properly. Initially it did not respond correctly to the remote. Additionally the unit does not regulate the heat properly, it switches from Fahrenheit to Celcius to by itself and was installed crooked on the wall. I have taken the following steps to resolve the issue: 12/16/2023 Contacted customer service. 12/17/23 Text sent to Sales Rep. detailing the issue. Company sent out tech 12/21/23 and 1/11/24 Tech; was unable to resolve issue. I later found out the rep did not accurately report his findings after his service calls to my home. He neglected to report that he witnessed all of the above mentioned issues with my unit. Instead he only reported in his report that my remote was not on the follow me mode which has nothing to do with why the unit is mot working properly. I spoke with *****************************, Customer,Care Manager as well as ***************************, Service Manager several times during the month of January regarding having the defective unit replaced with a new unit but I keep getting the run around and the problem is still unresolved. I will not accept a refurbished unit or any part replacements. On 1/26/24 I spoke with ***************************, Service Manager and received an email from him that stated ****** agreed to replace the defective unit with a brand new unit. Additional he stated that the installation team would install the replacement 1/31/2024. To date no one has come out to replace the faulty unit nor have I been contacted by anyone from the company. I reached out again yo *************************** on the afternoon of the 1/31/24, but he was unavailable. I left a messaged for him with ***** from customer service; but there has been no response. I've spent a lot of money for these units and should not have to go through this madness to properly get what I paid for.

• Initial Complaint

  09/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  AZ will not honor my warranty and FIX/REPLACE my broken **** in a timely manner. AZ installed my brand new **** unit, all parts, components, ducts, etc, a $20,000 purchase as a service provider of *********** I have a ***** year warranty depending on the problem, and this was purchased and installed in October 2019. And I have kept up with the annual maintenance. The air conditioner stopped working on August 14, 2023, and it's been over 3 weeks of the runaround, and many many scheduling delays. I have had over 5 different individuals across 4 different visits assess the problem, to no avail. They claim I have a freon leak, but they do not know where it's coming from and therefore can't fix it until they find the leak. As I have a warranty, from them, I've asked several times for them to replace the unit, and they insist they must find the leak instead. There is only one person named ******* that can apparently schedule the return appointments and I have left over 10 messages for her and she is never "at her desk", and I'm told she is the ONLY person who can do the scheduling, so I have to wait for a call back, and then if I can't answer right away when she calls, I have to go through this tedious process again. Here we are 26 days in 100+ degree weather in Encino, **, I have kids, pets, our fish already died 2 days ago due to the heat, and we are getting no where with them. I have had to move my family into a hotel to escape the heat, it is 90 degrees in our house, and yesterday was 105 outside. My daughter has already had heat stroke, I have had migraines and my husband's legs are swollen from the heat. By the way, they will NOT reimburse for the hotel stay. I have a warranty and have begged that they just replace the system and they continue to say they must "try" to repair it first, but don't know where the leak is coming from. And, AZ does not care, nobody has apologized, empathized or helped me escalate. I spent over 4 hours on the phone with them yesterday attempting to escalate to a manager, or senior leader that could talk to me, and they refuse to help me. As of today, September 9, the **** still is broken, inoperable because they said they had to unplug it to pressurize the system, for the 4th time, and no solution in sight.

  Business response

  10/11/2023

  Dear *******,
  We thank you for the opportunity to address your concerns and expedite the resolution of this matter on your behalf. Your feedback and your business hold immense importance to us. We are pleased to confirm that the issue with the unit has been rectified, and the service has been successfully completed.
  Thank you for your trust in our services.

  -AZ Air Conditioning and Heating 

• Initial Complaint

  06/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My Wife ******, spoke to a young lady once and **** twice around 3months ago no one ever responded and I disputed the service fees as not complete and your their office refuted my dispute but did not resolve the issue. They have records. Also they sent a service agent in December, he didnt have the drill head he needed. He never came back. I dont recall his name he never came back. Most recently we had a service person here to do the walk through for the home plumbing inspection for the city. We spoke to him and showed him the uninstalled unit. He said he would get back to us with a fix or to uninstall. That was about 4-5 weeks ago. They should have record of the person who was assigned to complete our inspection, we hoped he would have escalated the issue. I believe they should have record of who serviced our home. Please help us let him know this remains unresolved and at this point we are not happy about it. We want out water system and I want it to work and Im having to purchase water which defeats the point. In addition its embarrassing our kitchen remains unfinished. The home system is fine the reverse osmosis has to go. Please help us get the across to them.

  Business response

  06/28/2023

  ****,

  We thank you for the opportunity to address and make this matter right. We are happy to know there are no pending items and you are happy with the outcome of the *** water system. We appreciate you choosing AZ air conditioning and heating. 

• Initial Complaint

  05/18/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  At the beginning of February, I had contracted this business to install and A/C system into my property. The business reneged on the terms, commitment, and installation date. They had treated me as a customer with contempt, and had delayed the project indefinitely, then canceling when requesting their services to be completed. I have heart conditions and am a protected class. Without A/C, I could have a heart attack and die. This company had placed me in ***** way and their sales manager had laughed at me after I explained my situation.

  Business response

  06/28/2023

  ******, 

   We understand there has been a few challenges that we do not feel comfortable moving forward with prior to the commencement of any work. We
  appreciate your time and the opportunity to meet with us to discuss the ***********************, we feel we are not the right company for you and will not be advancing in this project for your home. We apologize for any inconvenience and wish you the best of luck. 

  Customer response

  07/06/2023

   
  Complaint: 20010001
  
  I am rejecting this response because:

  You know as well as I that you had no issue working on this project until I had requested insurance and additional standard documentation. You refused to continue the project after we had signed agreements. Its my belief that a company should stand behind its contracts and work with its customers. I encourage you to resolve this, the project must be completed.
  
  Sincerely,
  
  *************************

  Business response

  08/07/2023

  ******, 
  Our highly dedicated team is able to provide you with this information, however, that was not the reason we decided not move forward with your project. Again, we
  appreciate your time and the opportunity to meet with us to discuss the ***********************, we feel we are not the right company for you and will not be advancing in this project for your home. We apologize for any inconvenience and wish you the best of luck. 

  Customer response

  08/09/2023

   
  Complaint: 20010001
  
  I am rejecting this response because:

  your company was happy to work on a project with my brother at his home but refused to work on the same project at my home. No explanation has been provided by your company. Im demanding this explanation immediately for my attorneys review.
  
  Sincerely,
  
  *************************

  Business response

  08/18/2023

  Dear ******,

  During the initial phase of the project, we noted that your home featured an aging furnace. You kindly informed us that you were in possession of a semi-new furnace, generously provided by your neighbor, and that this unit had already been installed. However, despite our request for photographic evidence of the "semi-new" installation, we regrettably did not receive any supporting documentation.
  

  Furthermore, it has come to our attention that your property falls within a ********************** (HOA) jurisdiction that mandates prior approval for any such installations. Our understanding was that you believed this approval was unnecessary and that you were exempt from this requirement. However, it is essential to highlight that this HOA approval is a prerequisite for obtaining the city permita process we adhere to diligently. At AZ Air, we maintain a strict policy of not proceeding with any installations in the absence of the requisite permit, for both safety and legal considerations.
  

  In light of the aforementioned factors, primarily concerning the safety protocols associated with the installed furnace and the absence of proper HOA and city approvals, we find ourselves in a position where we must exercise our right to decline service at this juncture. We understand the importance of moving forward with projects smoothly and efficiently, and we genuinely regret any inconvenience this decision may cause. Our primary concern remains the safety and compliance of all installations we undertake.
  
  Thank you for your understanding and cooperation.

  Customer response

  08/23/2023

   
  Complaint: 20010001
  
  I am rejecting this response because:
  
  the semi new furnace you speak of has been installed for 3 months now. I had sent the model number as well as information for *****. I am happy to send photo evidence of said furnace once again. 
  

  secondly. Regarding the **** there were 4 tenants involved on the **** and at the time of me discussing this, the tenant in unit 4 had just passed away with her home in probate, the tenant in unit 1 had just moved in and the previous owner of my unit was the *** president. Leaving me with an *** not managed or with a board at that time. 
  

  I had simply asked for approval from my new neighbors and they sent me a form to submit to them for a yes or no answer. The form was from the *** packet they used before. The only reason for this formality was due to there being no easier or better format that any of us could think of. 
  

  I can move forward without *** approval but I choose to go through the process so it is official and by the book. This should not be a problem. 
  

  I even did your company a favor after the way I was treated by sending my brother ************************* out of Torrance your way. Which you did a splendid job. 
  

  again, I ask that you finish this project that we negotiated. This has been incredibly stressful for absolutely no reason. 
  

  
  Sincerely,
  
  *************************

  Business response

  09/06/2023

  ******, 

  Please understand that this decision is not taken lightly, and it is based on a careful assessment of the interactions and requests we have received. It is important for us to maintain a positive and productive working relationship with all our clients, and regrettably, we have reached a point where it is no longer feasible to continue providing services to you.

  We sincerely appreciate your understanding of this situation. Should you have any questions or require further information regarding this decision, please do not hesitate to contact us via email at *********************** or by phone at *********************** during our regular business hours.

• Initial Complaint

  05/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  As this issue happened at the rental house that we own, but rent out to our tenants (this rental house is located in ***********), and we live out of state, I was unable to inspect the job till June 2022. I did not discover the issues until then. I was billed for the job April 5th 2022. The ** install happened spring 2022. ********************* and Kriztine Dojillo and ******************* of AZ **************************** Conditioning (done thru ******* convinced me to add the following extra, optional items to our new whole house ** install - on revised proposal Jan 31, 2022. This is a RENTAL house what we own, we live out of state - not in CA.Enlarge supply ducts (by replacing with bigger supply ducts) Enlarge supply grilles in each room in the house (by replacing with bigger grills)Replace supply dampers to bigger dampers (as ducting would be made larger) "Enlarge (air) ReturnAll this was suggested to in order for the whole system to work more efficiently.This was all indicated on a revised price quote - at an extra net cost of $2,856 I have all this documented in both emails from them, and photos taken after the new whole house ** was installed. NONE of the above items were done in the process of the job, yet I was still charged the extra $2,856 to do the extra work.I am requesting a refund of $2,856 as none of the above work was done. I have before and after photos that clearly show that none of the work listed above was done as a part of the installation. Attached photos were taken by me June 2022 - they show that none of the ducting, dampers nor air registers were replaced during the job completion previously. All these items seen in photos were installed in **** when I installed the heating system.

  Business response

  08/22/2023

  Dear ****,
  
  We have thoroughly reviewed your complaint and the details you've provided. It is important for us to address your concerns and provide clarity on the situation.
  
  Firstly, we apologize for any inconvenience you've experienced during this process. We value our customers and their satisfaction,and we take every effort to ensure a seamless and transparent experience.Regarding the additional optional items you mentioned in your complaint, we appreciate your willingness to invest in enhancing the efficiency of your rental property's AC system. Our records show that these optional items were indeed discussed and included in the revised proposal provided to you on January 31, 2022. As part of our commitment to delivering exceptional service,we aim to provide accurate and clear documentation of the scope of work.However, we understand from your complaint that you believe these specific enhancements were not completed as part of the installation. We take these allegations seriously and are committed to addressing them appropriately.
  
  On 5/22/2023 AZ air conducted a thorough investigation of the installation at your rental property to determine what transpired during the installation process and why you claim these enhancements were not executed as outlined in the proposal. It was determined that the agreed-upon scope of work was indeed completed. Photos of this evidence were provided to you via email to showcase the state of the current installation. 
  
  We thank you for the opportunity address and respond to your concerns. At present, we confirm that this matter has been duly attended to and resolved. 
  
  Sincerely,
  AZ Heating & Air Conditioning

• Initial Complaint

  06/07/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Installation date : June 2021. IMMEDIATELY Experienced water leakage due to rain since the hvac unit was installed. They did not do their due diligence in determine whether or not the platform in which the unit was placed upon was in top notch condition prior to the unit was installed. I expressed prior to the installation that the unit that was being replaced was 30 years old and all aspects of it needed to be inspected prior to installation should be done and any issues be remedied prior to installing the unit. They assured me this would be done but was not. I have emailed and called and filed a comply with ****** and ****** to no avail. They have not completed the permit process due to their refusal to correct/acknowledge the issues I have experienced. ****** nor ****** are doing anything. It's been a year and nothing has happened. Please help.

  Business response

  06/16/2022

  AZ air was contracted to perform a package unit replacement at the listed residence in June of last year 2021. Essentially replacing like for like. Shortly after the installation on Oct 25th 2021, we were called out to inspect a leak. We assessed the unit located on the roof and found the supply plenum joints completely sealed and no water in the return. This is indicates that the reported leak is not due to our installation of the unit. We took photos and recommended the homeowner to contact a roofer based on the condition of the surrounding area.
  
  Prior to the commencement of any work, we like to disclose the project and all that is included and what is not. ************* signed a project disclosure and in this form it reads
  item 1. Row E:
  "1. Unless specified in the work order the following items are not included in the contract price:
  E. Roofing, drywall, or framing modifications.
  Any additional work requested or required to existing items will be quoted separately and are at the members sole expense. "
  
  Any work regarding the roof was not discussed, quoted, nor included in the contract. We also, did not penetrate the roof for the installation of the unit, posing no risk to leaks. We have provided photos via email confirming this information. We respectfully disagree that the existing condition of the roof is AZ air's responsibility. We have performed our contractual obligations and from our last visit we found the unit working mechanically according to the manufactures specifications.
  
  We have suggested to hire a licensed roofer to assess the roof or contact the homeowners insurance to bring resolution. We have also offered to be present during any inspection from a licensed roofer to inspect the roof and leak further.
  
  In addition to addressing the roof look. We have asked multiple times for availability, via email, so that our crew can return and perform the inspection corrections to complete the final inspection. We have asked and not been provided the opportunity to return.
  
  See Attachment/File: ****************** - BEFORE PHOTOS

  Customer response

  06/22/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  They are claiming they stated the cost to correct any issues as a separate cost was never offered and I have emails to their agent stating the unit is old and all aspects of the space needed to be inspected to determine the correct course of action prior to the installation they failed to acknowledge my concerns. Took my $14,000 that u paid cash for and provided subpar work. As a woman and single mother I was taken advantage of and not provided adequate work. Additionally they have failed to disclosed they needed to correct mistakes listed by the city when securing the permit. It wasn't until I was notified by Dwp regarding my rebate that they failed inspections. This further dictates the character of the company and their poor business practices. I was told they would only need two (2) visits to complete the job. They have come to my house multiples times and still can't seem to get the job done. Ridiculous!! Who wants an ac company in their house to fix poor work noted by the city more than 4x than what has already occurred?! To have to entertain this is absurd!!

  Business response

  03/09/2023

  Home owner is in contact with ******, ****** is resolving the matter directly and have been in contact with *************. No further action required from AZ air. 

*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. ↩