ComplaintsforAire Serv of Newark DE

• Initial Complaint

  09/12/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I emphasized to Mr. **** ***** (Sales) that our 2nd floor was not receiving the cooler air and wanted HVAC replacement to correct the situation. Mr. **** ***** assessed and measured our duck works along with HVAC and assured me that there did “not seem to be anything wrong” with our duct works and even pointed out that our duck works were “much better than most.” Mr. ***** then stated to me that if I were to choose a more expensive package (“an upgrade”) with a remote sensor, we should be able to feel “a bit of improvement.” He pushed for an upgrade, asked me to trust him, and boosted “If you want accountability, I’m gonna be your man.” I decided to trust him. On 01-Aug-2023, Aire Serv of Elkton, Maryland, installed HVAC unit in my residence costing $11,000. Post installation, I did not notice any improvement with the temperature on our 2nd floor. On 11-Aug-2023, Mr. *** ***** (Owner of Aire Serv and father of Will *****) was kind enough to reassess the situation and after a cursory examination, he pointed out to me that my ducks were disconnected and that they were “the reason” why we did not have the cooler temperature on the 2nd floor. If Mr. *** *****’s son were honest with me and/or provided me a competent assessment and pointed out this said defect earlier on, I would not have opted for a more expensive option since any type of upgrades would not have made any difference to our 2nd floor temperature. Instead, Mr. **** ***** lead me on and I now feel taken advantage of. A previous reviewer, ***** N. (11/23/21), of Aire Serv stated that Aire Serv of Elkton is “taking advantage of individuals.” I agree with this review. This company made agreements with me that they were not “willing, able, and intend to keep.” I am not at all happy with the outcome. I would like this Aire Serv of Elkton company to keep their “neighborly done right promise” and “make it right” as they said they would.

  

  Business response

  09/13/2023

  Ms. ***,
  Thank you for your feedback. We’re very sorry to hear about your recent experience. When the project was initially discussed, you did express some concern regarding the airflow to the second floor. Simply replacing the existing system would not fix duct work / air flow issues. We went over two possible solutions: a zoning system that would cost roughly $5k-$6k or the a sensor that would communicate with the thermostat from the second floor and give you a small chance and seeing an improvement. Not a guarantee, but a chance that it could improve the issues you were experiencing. The appeal for you was this was a much more budget friendly option. 
   
  While we did miss the ductwork being disconnected when we quoted replacing the HVAC system, our work order clearly states, “reconnecting new system to existing ductwork” (copy attached of terms attached). We fulfilled every aspect of the proposed work order and never led you to believe it was included in the project.
   
  When Mr. *** ***** went on site and evaluated the ductwork, he recommended repairs and gave a quote of $900. This is the same price that it would’ve been quoted with the initial installation. 
   
  The “Done Right Promise” and “Make it Right” Guarantees, are stating we will always complete the job as quoted. We did complete everything on the work order. Unfortunately, our work order does not include repairing or replacing existing duct work at no charge. 
   
  We would be happy to provide the following resolution: 
   
  1)    Credit the sensor towards the purchase of a new zoning system
  2)    Complete the ductwork repairs at the price we have quoted

   

  If you have any questions, please contact me at *************

  Thanks,

  Aire Serv Heating and Air

  Customer response

  09/28/2023

  Better Business Bureau: I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below. **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered.Aire Serv was incompetent and negligent in their assessment of my ducts and falsely promised “a bit of improvement” with a “good” package that costed me far more than the “budget” package.  I would not have chosen the more expansive package if the assessment was done correctly on the ducks from the get-go.  Regards, Complaint ID: 20594702    

• Initial Complaint

  11/13/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 27 July 2022, Aire Serv installed two HVAC units in my residence costing $17,444. The installation was faulty, and the company’s response was inexcusable. Shortly after install, our carbon monoxide detectors alarmed. Two grandparents and three young children were home at the time. All evacuated. Aire Serv was called and Chris from the install team returned to the house to meet me. Chris proceeded to tell me that nothing Aire Serv did would have caused the carbon monoxide detectors to alarm. At no time did he test any of the two systems to troubleshoot the issue. Instead, he removed my carbon monoxide detector from the wall, took out the batteries, told me it was faulty, and left. I called 911. It took almost two hours for the fire department to air out the house. A gas leak was detected. The gas company was called. We made multiple calls to Aire Serv over the two hours to try and get a technician to return to the house and check the systems. At one point we were told "we aren't sending someone". **** from Aire Serv finally arrived and entered the house with **** from the gas company. **** stated one of the units was “leaking in multiple locations”, from what he could tell it was “a rushed job” and that we were “a ticking time bomb”. **** issued a Class A Hazard tag. On 28 June 2022, *** ***** from Aire Serv came to the house. It was very clear that Mr. *****, the owner of the company, knew nothing of the incident. He went as far as to say he was told the issue was resolved. He did not come prepared that day to fix the leak. Since that day, we have had multiple conversations with Mr. ***** laying out our expectations for Aire Serv making things right to include a full reimbursement of labor costs given how poor the service was and how everyone involved failed us. Mr. ***** has since downplayed the danger we were in, despite never showing up during the actual incident. His offers thus far have not been satisfactory in the least.

  

  Business response

  11/23/2022

  We are very sorry for how this situation impacted the customer and the level of concern that must have been felt when the utility company and fire department had to come out. Several key mistakes were made internally when responding and we have taken steps to make sure they are never repeated. 1) Additional safety training for all installation crews 2) All installation trucks have dedicated gas leak detectors and check every system before completion 3) A quality control specialist reviews every installation either in person or remotely 4) All customer service agents and managers have been trained on the proper response to a situation of this type. We acknowledge that mistakes were made and have worked to resolve them. We offered over $4000 for the stress the situation caused. Beyond that, they would need to place a claim with homeowners’ insurance for “emotional damages” since there were no damages to the home or costs incurred by the homeowner. $17,444 was paid for two complete systems and only one had the leak so the value of that is around $8722. We have offered an approximate 50% credit back on the impacted system. Because there was no damage to the home or physical injuries involved, the compensation offer given outside of insurance or further investigation by our legal representation. We are happy to pursue further compensation through the insurance company. They would look at the evidence presented and base the compensation offer on physical damage to the home or injuries incurred. There is a complete 10 year parts and labor guarantee on the installation and to our knowledge, everything is working. We can proceed with a credit on the impacted system or we can pursue an insurance claim if they would like additional compensation. 

   

   

  Customer response

  11/28/2022

  Better Business Bureau: I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  The steps Aire Serv claims they have made is at the benefit of future customers.   Aire Serv was grossly negligent and put my family and home at risk.  The fact that no injuries or damage occurred was due to the quick action of the HOME OWNER who chose to ignore the Aire Serv technician who disabled an alarm and said it was faulty.  We are looking for punitive damages and am requesting a full refund.   **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered. Regards, Complaint ID: 18397678    

  

  Business response

  12/13/2022

  Settlement Offer with ***** Comfort Systems, Inc (Aire Serv)
  & ******* ******
  Option #1
  ***** Comfort Systems, Inc (Aire Serv) pay Mr. ****** $2810.00 credit and perform 5
  additional years of maintenance on both systems ($1690 value) as compensation for the worry and trouble
  as a result of the the installation and poor customer service response on 07/28/2022.

  
  Option #2
  ***** Comfort Systems, Inc (Aire Serv) pay Mr. ****** $4500.00 credit by check as
  compensation for the worry and trouble caused by the installation and poor customer service response on 07/28/2022. As part of
  this agreement, all future equipment service and maintenance would be performed with
  another contractor.

   

   

• Initial Complaint

  03/24/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Date of the Transaction was March 22, 2022. The amount charged to m card was 598.36. I am renting my property and the owner had a the company come out and service the furnace. And a new thermostat was needed and installed. I felt the price of the thermostat was to high and so did the owner of the property. The tech told us it was not covered under homeowners policy so it needed to be paid for. I put it on my card. I had no choice but to pay because the tech already installed the thermostat. I then looked up the thermostat that was installed for a price of 150 on different sites for the same exact unit. That confirmed that I paid to much. I called the company the same exact day of service and explained and expressed my concern. I was told I would receive a call from the office manager. The next day the tech called me. I explained that I needed andvwas told the office manager would be contacting me not him. He started he would have tye manager call me as well. So far have been getting pushed off about thus matter of being over charged . I do not feel that the company is going to do anything about and feels the charge is justified. I have very muched voiced to them and the tech from the beginning that I felt that price was way to high and it was installed anyway and the tech did not provide me with any paperwork to sign until after he had already installed the thermostat. The billing invoice # is 91507. The Owner of the property was on the phone with the tech and stated to him way it a thermostat 600 dollars and that he was not going to pay that. The tech said he already installed it. I felt I had to pay for and did charge my card for the thermostat. But before the thermostat was installed I expressed my concern about the price as well and was told that was the cheapest thermostat they had and since we need it I felt I had no choice. Please help

  

  Business response

  03/25/2022

  Ms. *******,

  Thank you for reaching out to us. Per the technician, the pricing was discussed before the repair was completed. The $598.36 includes the installation of the thermostat by a service professional and a 5 year part warranty. Our operations manager will be reaching out today to resolve this matter. 

   

  Thanks,

*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. ↩