ComplaintsforElite AC, LLC

• Initial Complaint

  01/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  hired to do some work on vents and ac Platinum Package. They damaged both the inside and outside of my house. Will not come out and check on it.

  

  Business response

  01/24/2024

  This homeowner has been placed on our Do not service list. This homeowner has a grass drive way and on the day of his service our vans had a difficult time getting out of his yard he made no mention that he did not have a driveway when he made the appointment. He was extremely difficult to deal with.When he booked his initial appointment he did not want to accept the 4 hour window which we give every customer when they book an  appointment  we tried to please this homeowner and cut the window down to 2 hours. He was extremely rude and abrasive to the technicians while they were in his home as well. Fast forward to a week after his visit this homeowner is demanding money as well as being nasty to office staff. He is on our Do not service list. 

• Initial Complaint

  08/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We previously purchased a new home. The ac was in working order, but they suggested we get a bigger unit so we could have more circulation to the back of the house. We purchased a brand new ac unit and had it installed, within the first hour, my hallway was flooded. Turns out they broke the pipe that drains the water to the outside while replacing the new unit. So they then say they are not replacing the pipe. So the ac unit is flooding into a bucket I have to drain every hour so house doesn’t flood, one week later . Ac is broke again during an excessive heat wave. Takes 5 days to get here. The repair man says he’s ashamed he works for this company. When it was originally installed wrong .someone put the screws in to tight causing the freon to leak out and the coil to immediately go bad. We Had them replace the coil so we could have air. But the ac is still not working correctly I have little children and now a flood on the half side of my home. The this company should be responsible. My ac was perfectly fine before we were convinced to purchase a bigger unit to have more circulation. Now we have nothing but stress and can’t even be comfortable in our own home because of this situation.

  

  Business response

  08/23/2023

  This is issue has been resolved last week.

• Initial Complaint

  04/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a *********** in March 2022 and had a ****** ********** system installed by Elite Air, so I could work from home. - The week of Feb 20, 2023 I called them to report that my ********** failed to heat or cool - a visit was scheduled for 2/23. Another visit was scheduled for 2/27, then another visit scheduled for 3/2. The drywall surrounding the wall mounted unit was removed for easier access. Numerous visits by their service rep have been made, with communication with ******, to figure out if they would replace the whole unit or just the circuit boards. Another visit scheduled on 3/14 when the service rep suggested a surge protector and I was advised by him that ****** agreed to replace the circuit boards in my unit, rather than replace the whole unit. I have made several follow-up calls since 3/14 - because of not hearing anything from them and was told they are waiting on parts. I am no longer able to use my exterior office, as the ******* heat is unbearable, even with a portable fan. I would like Elite Air to either fix the issue or refund my money so I can find an alternative source to heat and cool my office.

  

  Business response

  04/19/2023

  We apologize for any inconvenience, we have working with ****** to get them a solution to fix this matter. Parts and equipment have been hard to come by due to supply constraints. We will be contacting the home owner today to resolve this matter and apologize for any inconvenience this may have caused. We understand where the homeowner is coming from and will resolve this matter as soon as possible.

  Customer response

  04/20/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

  Regards,

  ***** *****

   

• Initial Complaint

  07/29/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Attempts have been made to resolve these matters with *****, office manager at Elite AC, but she has not acknowledged concerns other than inform me…many days after all of the events took place…that the one year warranty for installation and accessories (hurricane pad and installation fees) has expired. ****, the accounting clerk, said I was a waste of time to talk to, I am banned from service for $49 fee unfairly charged, and Elite AC was parting ways with me. Regardless of the now severed business relationship initiated by Elite AC, a duty to resolve these two issues is due. 1). Unwarranted Service Fee/Blocked Account & Services: I was never told after speaking with (4) Elite AC employees prior to the appointment on 7/21/22 that Elite would not be replacing the concrete hurricane pad. I specifically requested an appointment for the concrete pad to be replaced under warranty. The girl that set up the appointment told me she couldn’t waive the fee herself, but the $49 fee would be waived once the work was completed. I had the impression ******* was coming here to do the pad replacement under the warranty. ******* knew this as well but did not tell me this on the phone. He immediately told me when he arrived that Elite was NOT going to be replacing the pad…his unnecessary visit resulted in a $49 fee wrongly billed to me, freezing my account without communication, attempts to coerce me into paying fee in order to obtain my account info. 2). Hurricane Concrete Pad Warranty: As Elite AC should know, the hurricane pad is still covered by the Implied Warranty governed by state law for four years for a defective purchase (FL Statute 672.314). The Uniform Commercial Code (UCC 2-314(1) provides an automatic Implied Warranty of merchantability which guarantees this installed hurricane concrete pad purchased and installed should be free of substandard defects. This hurricane pad is expected to be defective free and last a lifetime according to the manufacturer.

  

  Business response

  07/29/2022

  I will attempt to address this from a factual point of view and sum up our reply. The unit was originally purchased from Elite AC by ***** & ***** ** Jan of 2020 - I attached the work order as to what was purchased and by whom. Each of our new HVAC installs require an inspection by the city or county to close out the mechanical permit - I also attached the permit from the town of ****** ****. The reason why these 2 pieces of documentation are important 1) The town of ****** **** had to do a final inspection to close out this permit prior to the closing of this property. It passed this inspection which would indicate the inspector (government employee - not Elite AC) approved the install as done correctly with no mention of the hurricane pad being damaged in 2020.... 2) The PSA1 which is listed on the contract - is 1 year labor warranty on the mechanical portion of this install. Even the 10 year manufacturer warranty defaults to 5 years once the property was sold and that is directly from the manufacturer. The customer service rep who spoke to **** did explain the 1 year labor warranty expired Jan 2021 - which if you look at WO 57604 (attached) Ms ***** was already aware of this from the visit in August 2021 where she paid $199 for a warranty capacitor (labor & processing fee) and Ms ***** even tried to tell **** in accounting that Elite ripped her off for the $199... Which we have recently added verbiage to explain the labor cost associated with warranty part work. This typically cost $225 so she technically was under charged... She did not like being explained that fact either. Now about the $49 service call fee - anyone can pick up our advertisement or go to our website Eliteacllc.com under promos and see the coupon "free service call fee with any repair" so yes my staff did tell her they couldn't waive the service call fee - if she moved forward with any work the tech would then waive the fee... She has been untruthful - attempted to bully our staff and yes has been blocked in our system - which as a business Elite AC has the right to refuse services especially for failure to pay - verbal abuse and threats of legal action. It is the same for consumers they can decide whom they want to do business with. Elite AC stands behind our work and our warranties... At some point we have to wonder when or how the pad was damaged - seeing the inspector in no way shape or form would pass faulty accessories from concrete pads to thermostats. Elite Ac believes Ms. ***** understood the labor and other warranties - this BBB complaint is because she wants us to replace the concrete pad for free - even though we passed inspection in 2020... Thank you for your time in reading and understanding in this matter. 

  Customer response

  08/03/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because: 

  ***** **********, the office manager, failed to respond in a 

  factual manner as she claimed. Her response is riddled with 

  misstatements and misrepresentations. 

  It’s unconscionable that ***** **********, the office

  manager, would stoop to the level of personal attacks with 

  her slanderous false statements that I am a liar and a bully.

  There has been nothing false or threatening in my 

  communications with Elite AC or in my complaint with BBB. 

  I will address this business’s response with the following 

  overriding facts.

  1). It’s irrelevant who made the original purchase, full warranties and implied warranties are transferable. 

  2). It’s irrelevant the hurricane pad passed inspection. The hurricane pad is promised to last a lifetime without defects. The pad and all installation necessities are covered by the automatic implied warranty. (Fla Statute 672.314).  

  3). It’s false and unfounded to imply I damaged the concrete pad. An experienced HVAC “licensed” professional would know by the defective condition that’s not possible. 

  4). The details of the Elite AC one year full warranty for all work and accessories sold was only communicated to me via email by D**********, office mgr “after” these recent events took place. No other employee provided this information as misstated in the business response. 

  5). The warranty repair of $199 mentioned in business response has nothing to do with this BBB complaint…but to explain…I requested verification of $199 fee which I believed was an over-charge for a relatively simple, inexpensive part installation. Elite AC’s pricing is not transparent. $199 fee accuracy has never been fully verified due to lack of information provided. Also, I never said they “ripped me off” as misstated in business response. 

  6). I have not failed to pay the $49 fee, I have disputed this fee that was wrongly charged to me after Elite AC failed to properly perform their warranty duty as expected at the appointment on 7/21/22. 

  7). It is a false and unfounded accusation that I am seeking a “free” pad replacement…when in fact Elite AC is deliberately “withholding warranty responsibility for defective goods they sold and installed”. 

  8). Any changes Elite AC makes to their warranty verbiage has no bearing on any Elite AC customer’s automatic implied warranty already in effect prior to this recent verbiage change. 

  
  

  After reading the many BBB complaints against Elite AC, the responses from ***********, the office manager, have a recurring pattern…calling customers “bullies”, taking things out of context, implying customers are “liars”, making unfounded accusations, implying customers cause the damages reported, dismissing customer’s concerns.  

  It was expected ***** **********, office manager, would resolve these matters I reported in a respectful and ethical manner, as reasonably expected of a reputable business. Instead, she has communicated antagonistically, twisted the truth, and made defamatory statements about me to justify their questionable business practices and inferior customer service. She has manipulated details to deflect the attention away from Elite AC’s wrongdoings in an attempt to unjustly put the focus on me, the customer. 

  Elite AC has failed to fulfill their implied warranty duty. If my resolution requests remain unfulfilled in response to this BBB complaint, Elite AC’s failure to act in good faith will have to be addressed by other means. No additional response is needed from ***** **********, the office manager…unless she is able to conduct business in a polite and professional manner and she satisfactorily resolves this complaint as requested. 

  Regards,

  **** *****

  

  Business response

  08/08/2022

  I again will attempt to keep this brief - as you can see by the original purchaser we provided a 1 year labor warranty. Which validates why it is important that **** ***** didn't purchase anything but a capacitor from Elite. As you can see by wo order from Aug of 2021 - she was made fully aware that the labor warranty ended 1 year from install. It is also very important that this pad in question passed and inspection by a government inspector. This would mean everything was up to code.I can not seem to locate this lifetime warranty on any work or accessories. Imagine if every company installed something and 2 years later demands a replacement pad (that passed inspection) businesses would go out of business. The lack of care and maintenance on the actual HVAC system has me question what outside could have caused the crack...Possibly this was damaged prior to her purchasing the home - if so this would then be a buyer / seller issue - and then would bring into question the home inspection required in ******* to purchase a home. Also as Ms ***** so politely called me out by name and how other customers such as herself have acted. Just because she doesn't see her attitude and cussing at my staff as unacceptable doesn't make it OKAY. Also my last name is spelled *********. We have a database of over 60,000 customers in ************, *******, and *****. So if 10% or way less are leaving these types of reviews then I would say Elite AC does everything we can to do the "right" thing... But every business has the right to refuse services as well as have our contract in writing - we do not have a contract with **** ***** and we do not owe her anything. She does however still owe $49

  Customer response

  08/09/2022

  Hi [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because:  

  ***** **********, office manager, and staff are not 

  “victims” of my “attitude or cussing”, particularly since that 

  has NEVER happened. She continues to make misleading and 

  inaccurate statements about me and the details of this 

  situation. If ***** **********, office manager, wants to be 

  taken seriously as such, it would behoove her to educate 

  herself with the facts and the products they sell before 

  responding with comments that only serve to make her less 

  credible than before.

  For the record:

  •I don’t have an attitude and have NEVER cussed at anyone, I don’t talk like that, and this is yet another tactic ***** ********** , office manager, uses as seen in her other BBB responses to deflect from her and attack the customer with false statements. 

  •I do not owe the $49 fee that was deceptively charged to me. The continued failure to correct this deceptive fee on their part only solidifies failure to follow ethical business practices. 

  •I was a reluctant customer of Elite AC for the capacitor and I still believe I was overcharged for that repair. I cautiously enlisted Elite AC for the capacitor replacement “only” because I mistakenly believed it was required at that particular time. Never would I have chosen Elite AC otherwise, and I would not recommend Elite AC. 

  •It is false and unfounded to say there has been a lack of care with the HVAC just because I don’t use the services of Elite AC. As for care and maintenance of a hurricane pad…what would that entail…it just sits there with only the function of supporting the air unit. And how would proper care and maintenance of the air unit affect the hurricane pad?  

  • The Hurricane Pad is a branded pad that is promised by the manufacturer to be superior in function and comes with a “lifetime” warranty because the manufacturer stands behind their products they sell. Had ***** **********, office manager, familiarized herself with the product Elite AC sells, she could have responded with an educated statement instead of saying she doesn’t know and wrongly accusing me of a false statement regarding the lifetime of the pad. 

  •The comments in these responses from ***** **********, office manager, are patterns to place blame on the customer, which have no legitimacy or foundation to stand on, while refusing to accept responsibility. 

  •***** **********’s, office manager’s, inability to understand the facts of this situation does not void the implied warranty responsibility of Elite AC for ALL customers for (4) years after the original purchase. So, (2) years after the purchase and it is discovered that the pad is indeed defective, is well within the (4) years period allowed by law. 

  •If having to replace defective products you sell causes you to go out of business, perhaps you shouldn’t be selling defective products in the first place. 

  •Elite AC, for all customers, has a duty to honor the ******* governed implied warranty that is transferable from an original purchaser to a new owner. Any customer can hold Elite AC, or any company for that matter, accountable with the implied warranty. 

  Clearly, this matter will never be resolved on the BBB platform. Resolution will obviously have to be pursued outside of this forum. 

  Regards,

  **** *****

  

  Business response

  08/12/2022

  We have answered this complaint with our policies as well as protocol.  **** ***** isn't even the customer who bought anything from us - we have no contract with this person. And any one reading her direct digs to ***** ********* is a way of  looking down her nose at others -while googling big words to attempting to sound more intelligent.  By using the bullet points and how she replies by using past BBB complaints to prove her point. Actually proves Elite AC's point - we do anything and everything to handle situations that warrant being handled and those out of our written contracted warranty-because these are the types of people these people are. The reason she feels the need to speak down toward ***** and use her full name over and over (misspelled as well) makes her fell superior. We think all people on equal. The customer is always right with the entitled attitude speaks volumes of **** *****s character. We stand by our original response. 

• Initial Complaint

  07/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Sunday July 24, a representative from Elite AC came to replace my AC Unit. We needed a water hose to cool down the compressor. While trying to take off the water hose, he broke the water pipe and the company refused to take responsibility and pay for the repair to the pipe. Additionally, the AC unit is still not working. I paid him $500.00 for work but the issue is still there.

  

  Business response

  08/08/2022

  As we are empathetic towards the faucet - Elite ac can not take any responsibility for this. I have attached the work order. My technicians saw our customer struggling to turn the knob - as a nice person he volunteered to help - there was obviously a prior problem with the faucet based on the pictures provided by this customer you can see the solder marks on the wall. It really was a wrong place wrong timing thing and our technician was simply trying to help. We also feel that because we told this customer the fact that our tech was being nice - he started to demand the $500 back. This is a perfect reason why people have stopped being nice in this world today. 

  

  Business response

  08/30/2022

  Good Afternoon ********* 
  
  I have attached the 3 work orders and 1 estimate from this customers profile - if you need anything else please feel free to contact me. 
  

  
  

• Initial Complaint

  06/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 10/5/21 and 10/6/21 Elite AC replaced 2 air conditioning systems at my home at ** ******* ***** ******* and were paid in full ($6,507.00) for the job upon their perceived completion. Upon completion, although I asked several times, I was given no paperwork what so ever regarding the system, installation warranty, etc. Since installation one of the systems is not working correctly and making a high pitched whistling noise that is very disruptive, stressful and very much bothering our pets. It is a health and safley issue. After several call backs by Elite they have failed to correct the problems. I have been trying for months to get them to service or replace the unit but they refuse to honor the warranty and correct the situation. As such the system has not had it's inspection from the County and the permit has now expired. This complaint is an attempt to motivate Elite to deliver on what they have been contracted and paid in full for. I have contacted the County Building dept. to file a complaint and they suggested to also file a complaint against their license with the Florida Department of Business and Professional Regulation which I will be doing tomorrow. It is clear by researching your website that many others have filed similar complaints against them which I will bring up in my filing with the DBPR. If they do not correct the problem, supply the paperwork, schedule and pass an inspection and honor the warranty I will start a legal action. They have told me that I am on their " Do not service list". How can they refuse to service units for which they have been paid in full? My real concern is they have installed the wrong system and it will have to be replaced entirely. Both my wife and I have taken video in which the sound can clearly be heard. I have shown them to Elite's technicians but I cannot get the link to upload here.

  

  Business response

  06/09/2022

  I had printed several emails as well as the unpaid invoice to combat the lies with in this complaint. This customer has multiple profiles open with our business - since ****** lied when asked if he had used our services before. This has been a on going issue with 1 of those properties having a past due balance of $270. ****** sent a picture to our office with a time stamp from Feb - disputing the technicians findings from last year. They refused to pay for work completed. At this time Elite AC did in fact state we would not service any of their properties until the past due of $270 was paid in full. Then ***** (the wife) called our office manager threatening BBB - DBPR - attorneys she also wrote an email threatening to contact Palm Coast to report elderly abuse on us as well - for the mothers home - On a recorded line as well as in email - it was NEVER stated we wouldn't service the mother - as a matter of fact our comfort advisory point blank asked the mother -  if ****** or ***** would be involved at ALL -- she said NO so we provided a new HVAC install for her. The only reason I mention this is due to the way ****** explained his mother into this situation. Elite Ac is sending out our service manager ******* to look over the entire system and address these concerns. After this visit Elite AC will NOT service ***** or ******. As a business we are with in our rights to refuse service for customers who have verbally assaulted my staff - sent multiple threats to our office manager and lied several times in the complaint here to the BBB... If this doesn't satisfy the consumer or the BBB than I am more then happy to provide ALL emails going back for months. These people are bullies and demand things - how they want them - when they want them... They take "the customer is always right" to the next level. The 10 year manufacturer warranty can be used with any licensed HVAC company. If requested I can and will submit the documentation to prove Elite AC has done everything correct on our end and these customers we believe are sabotaging the units because they won't stop until their demands are met. 

• Initial Complaint

  05/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I got ripped off tech put in a cheap 80 dollar pump which wasn't even installed correctly I was charged 400 dollars for it and 80 dollars worth of coil I was charged 300 dollars for labor was a hour and was charged 3 hours labor then they put my signature on a form that I was satisfied with job I never sighed that There was no form sent to me to sign I signed for a credit card that was a b ox with a X There was no reason why they couldn't cut hole in wall next to ac and run pipe under kitchen cuboard and outside cost pipe and one hour labor you get excuses why they can't first electric wires there are none in the way next fix drywall you drill a circle hole no drywall to fix just wanted to charged me for something I didn't need for one week the pump wasn't draining and was leaking on floor and new pump now I have paid for a pump that got water in it and makes alot of noise there is hardly any water coming out of the coil alot coming out from under the unit outside and a part inside while it wasn't draining outside unit started making a lot of n oise this AC unit is only 18 months old service call is suppose to be fee with repair it wasn.t tech told me I was charged 2 hours drive time never charged that before paid 400 labor for a new unit inside and out 4 hours 2 people I expected a good pump and better drainage and no drive time his next appointment was 5 minutes away did you charge them also was drive time was told I got the prices from google wrong got prices straight from companies that make the parts tech wrote AC not working wrong again was draining on my floor but working times that they should up on job isn't correct or the dates

  

  Business response

  05/30/2022

  I have attached all work orders to shows the trail from products and the cost to the actual repair followed by a 3rd call at no charge. -(see customer signature accepting cost.) 

  This customer was given the cost associated with this work on 05/03/2022 then the work was completed on 05/06/2022 - this gave her 3 days to  negotiate prices, search the internet or call another HVAC company to compare cost. The work was completed and nothing had been mentioned about the cost involved until after our technician had left the property. She had called the office demanding to speak with a manager - ***** had emailed her on the 9th explaining the cost associated. The customer then claimed it was a sloppy job and she is not happy with the work or the technician - she requested we NEVER send ***** there again. Elite's office manager set up a return visit 05/13/2022 - (see attached ** *****) this customer then sent an email to the owner of our company stating they had launched a complaint and the office manager has ignored her complaint. The manager had in fact emailed her on 05/09/2022 @ 3:18pm then spoke directly with Mrs. ***** on 05/12/2022 and set up the return visit for 05/13... I then emailed this customer on 05/16/22 @ 4pm - to explain again - Elite AC is very competitive with our pricing compared to A rated HVAC companies. 

   

  Elite AC believes we are extremely up front about any and all cost associated with our jobs. We give customers options - ***** ***** - was given a break down of cost prior to agreement - she only decided to complain about the cost - after the work was done. All of the parts we use come directly from the manufacturer to ensure the quality of the part. As for the cost being above the pricing found online - there is no guarantee with after market parts. We stand behind ALL our work - this job came with 90 day labor warranty and 1 year part warranty. 

   

  As far as giving her opinion of how the work could have or should have been done - Elite AC ensures the most HVAC professional way to complete work is utilized. 

  Customer response

  06/01/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because:  I did not sign a form excepting work you put my name on form this is not legal explained before why would I be charged for third visit was installed wrong one year warrenty on a pump that is already damaged explained before your add says free service charge with repair I was charged two hours 180 dollars service charge  you are suppose to run the line closet way outside that was not done I didn't know what kind of pump I was getting and not told you have to take pump apart to clean it would of never ordered a pump like that  I got prices from companies that make them 160 in parts and 90 dollars labor 250 is all you deserve It took you another week to come back and fix the bad install job I did complain to ***** about the prices and job called you next business day to complain 3 times 2 times may 11 and once on may 12th  you never called   

  Regards,

  ***** *****

  

  Business response

  06/01/2022

  Our advertisements do say... free service call with repair - the service call is the basic diagnostic of the system if they move forward the same day with the repair we do in fact waive the $49 fee. I am appalled that this customer has gone as far as stating she didn't sign the document - stating my technician would have done this. We have no reason to sign a document for anyone and if a customer refuses to sign then we just don't move forward. This customer did in fact get an email explaining the cost break down - also keep in mind the customer had days to decide on cost or seek other opinions or quotes from other companies. She decided to agree to the cost - have the work completed and then call multiple times to complain about cost - after the fact... Last part of this complaint she wanted to tell us how we should have done the work and in this portion of the complaint she tells us the worth of the repair being $250 "what we deserve" ... We have explained to the BBB and the customer the proper way of negotiation of prices and this is not done after the fact. We stand behind our work and we do honor our warranties as well as ALL our advertisements.  

  Customer response

  06/03/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because: You don't answer any questions just make excuses I gave him the credit card he gave me his phone with a box to sign thought it was for credit card NO form was shown was suppose to be installed shortest way out of house NOT DOWN  was NOT told you have to tear apart to clean I did NOT demand a supervisor to talk to was told to e mail I was calling to get the INSTALL JOB DONE RIGHT took a week to get someone here stop making up stories I have no phone call record of you EVER calling me you did the job WRONG you what me to pay for a pump that is already damaged from YOUR tech not installing it right you sure don't treat your customers right after I already spent 9,000 with your company  charging labor for drive time a person should know

  Regards,

  ***** *****

• Initial Complaint

  05/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I replaced an old air conditioner unit in December so that I wouldn’t get stuck in 100 degree weather with no air conditioning. My unit stopped working today 5/22 and it is 5 months old. I called the company and told them this is an emergency I have a child and pets and need it repaired today and I was told they can’t help me and maybe I should call a 24 hour emergency service. I spent $3500 so this wouldn’t happen and I am disgusted that I am now stuck in 100 degrees with no help. I had to call another service to come out.

  

  Business response

  05/23/2022

  **** ******,

  You have a 10 year parts warranty as well as a 1 year labor warranty with purchase of a complete system. You called yesterday 5/22/2022  at 4:00 p.m. saying your unit was down, the dispatcher told you we could have someone out to your home promptly at 8:00 a.m. the next day.You then called us back 27 minuets later to cancel your morning appointment. You didn't give us a reasonable amount of time to come and see what the issue was. We stand behind our service as well as strive to get to our customers in a reasonable amount of time and we feel we were not given that chance in this instance. If you would like to discuss this matter further you can call our office.

  Customer response

  05/23/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because: The companies web site says 27/7  I was told they have no one to help me when I called until the next day. I have a child and animal’s and it was 100 degrees outside. Then I was told to call another company if I needed assistance that evening which I clearly did. I called another company who gladly came out and let me know the drain to the outside was not properly cleaned when the unit was installed therefore my five month old unit under warranty failed. It cost me $500 for an emergency service call from another company. 

  Regards,

  ***** ******

  

  Business response

  05/24/2022

  This homeowners claim that our website says we are 24/7 is simply not true you can click on our website and see that our hours of operation are listed *******************************. As far as the drain line not being properly cleaned out sounds like the company she called out is trying to rip her off by charging $500 for a job that takes less than 30 minuets to complete. The average cost to blow a drain line out is between $150-$199 (we charge $125). The contract the home owner signed states that units installed to existing drain lines come with a 90 day blow out warranty. Had she given us the opportunity to make the appointment the next day we would have gladly waived the fee. 

  Customer response

  05/24/2022

  [Toassist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because:

  I had to pay an emergency call fee on top of the fee to blow out the line. Like I stated before it was 100 degrees out an could not wait until the next day when the elite ac was available. The line should have been taken care of at my install. As to accuse another company of ripping me off is just another example of bad business.

  Regards,

  ***** ******

  

  Business response

  05/25/2022

  Again the home owner has failed to provide any evidence to claims that we are a 24-hour company. Her contract states we only warranty drain line clean out for 90 days, she was well past that. She didn't even give us 24- hours to get to her home. She called at 4:00 pm on Sunday evening and was told someone would be able get to her at 8:00 a.m the next day. She called back at 4:27 to cancel her appointment. We never made a claim to be a 24/7 company.

• Initial Complaint

  05/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  A ******* air conditioner which I purchased from Elite AC in October 2020 stopped working on May 3, 2022. A tech from Elite AC come out the following day and discovered the compressor had failed and a plug with Freon actually blew while he was checking it out. He quoted a replacement for the compressor which was covered by warranty for labor to replace at 4 hours at $1,200. I spoke with the office manager and expressed my concerns with only replacing the compressor and that other parts may be bad. She agreed and since it was under warranty for 2 years for the unit she went ahead and checked with ******* and got approval for replacement. However if I had not spoke up they would have only replaced the compressor on a 18 month old unit without concern for other failed parts which would have been issues down the road for me. The Friday before on April 29, 2022 a tech was out to inspect my ac unit for a semi annual maintenance program I had paid. He stated all was good. The following Tuesday is when the compressor stopped working. The days after I noticed the unit just did not seem to operate as efficiently as before the tech`s check up. I am convinced the tech did something to cause the problem, not intentionally but just a mistake maybe not connecting a line or something of that sort. With approval of replacing the outside unit under warranty the quote was increased to $1,500 under my impression that it was for a 4 hour job as quoted by the 1st tech that come to check the unit. On Monday May 9, 2022 the unit was swapped out with the new replacement. The tech and a helper arrived at 4:20 pm and left at 5:10 pm. The job was completed in less that 40 minutes which was outstanding but to keep the same charge of $1,500 seems outrageous. I asked to speak with the owner but either he has refused or the office manager has not passed on my request. Payment was made even though billing is in dispute which I believe is wrong. Requested hrly rate but not given.

  

  Business response

  05/11/2022

  This customer clearly states in his complaint that he watched the unit malfunction in front of his eyes as he was standing with our technician. Then stated later in his complaint that he feels the maintenance tech may have damaged the unit. I explained to ******* that it is the same thing as going to get an oil change and waking up a week later to a flat tire -- there is no way the oil change could have caused the flat tire. Also, part of *******s complaint is factual and part of it is not. The compressor failure was the problem - the compressor was readily available - the harness needed was on back order and would/could have left this customer days to weeks with out AC in Florida. The HVAC was installed in 2020 - there have been NO issues with the install of the unit - the failure was a manufacturer defect/part failure. I even personally went through our warehouse to find a harness but the 2 we had on hand would not work to do the work "correctly" so, with the harness being on back order - the next step was to speak with our rep for the manufacturer. I explained to ******* that the manufacturer can decide wether they only approve a repair or the actual replacement of the entire system. Not that its important but I (the manager) stayed after work hours to expedite this request - also made it possible to have a portable AC unit delivered immediately to help keep them semi-comfortable while an answer was obtained. During this time - the owner was fully aware of the circumstances. I was able to get the approval to install the new condenser not just the compressor - ******* was given a cost for this "warranty labor" - which he negotiate and the cost was only $300 more due to permitting/clerical/warranty cost associated with a mechanical swap out. He agreed - he signed the contract - he was fully aware of the cost involved and as he even stated in his complaint - he "ASSUMED" the work would take 4 hours - he was never given a time frame by me or any employee. I have NEVER had a complaint that the work was done too quickly... this is the 1st..

  As for the owner and requesting a conversation - this customer was told I am the liaison for our owner. You do not speak to the owner of most corporations our size and he continued to threaten me with this BBB - and clearly did not respect a "female" in a supervisor position in a male driven industry. We delivered exactly what he agreed to - and we lost revenue by accommodating this customer. 

  Customer response

  05/12/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because:  She is incorrect in some of her statements.  I the compressor failed Tuesday and quite working and I shut the circuit breaker off not wanting any other issues during the night.  The tech came out the next morning and after he instructed me to turn on the breaker that is when the plug blew.  She failed to mention a tech was out the previous Friday for the semi annual inspection and that is when I believe something happened to cause the failure of the compressor.   The unit had worked great up until that time.  Also  I did not continuously threaten to contact the BBB.  I only stated that once after the unit was installed and I paid in full the $1,500 and could not address my issue with anyone else but her.  I realize owners are busy and have people in charge to handle the day to day operations.  Having worked in the corporate world if a customer has a issue and is seeking another party to further explain the company's policy I do not believe that is out of order.  I am offended that she would bring up being a woman in supervision as a reason for wanting to speak with owner.  The sex of a person has no bearing only the position that is held.   She was helpful and I appreciated her efforts.  I stated to her she was courteous and professional for most of our conversations until she mentioned her being a woman and that being the reason for speaking with someone else.   I received an email last night that said I was being put on the Do Not Service list for just wanting to speak with the owner or another party within the company. Finally yes I signed the quote and I paid without question.  I was only seeking a fair solution.  A simple call or email from someone other than the Office Manager would have resolved this matter quickly.

   

  Regards,

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

  

  Business response

  05/17/2022

  To whom it may concern - Please review my reply on 05/11/22 - which is being rejected by this customer. ******* states in his rejection the following...

  1) ******* claims - We failed to mention the maintenance tech was out the prior week... Please refer to the 2nd sentence of my 1st reply - it clearly states my explanation as follows; "He feels the maintenance tech may have damaged the unit" I then go on to use the example of an car... "Getting the oil changed then waking up a week later to a flat tire" They both are a part of the car but 1 does not directly effect the other... 

  2) ******* states this has nothing to do with the office manager being a woman - but clearly stated in emails - have the owner call me so I can explain to "HIM" - Typically I could/would have had our Service manager reach out to him - but he was just released from the hospital on Monday after surgery. And the answer is not going to change because you explain the same problem to a different person. I worked directly with the owner to accomplish their goals for this business. 

  It is very clearly stated this customer "assumed" this would be a 4 hour job... Because taking apart a compressor requires more time than simply replacing the entire unit. I am sorry if I "feel" that it is not Elite AC's responsibility to know what a customer assumes.. We believe the time to negotiate anything is prior to the work being done - ******* failed to mention our office manager also had a portable unit delivered to his home to help keep him comfortable over the weekend while we waited for the condenser to be delivered to the manufacturer. 

   

  We have answered the customers every question, we took hundreds of dollars off of this work - bent over backwards to go to bat for him and this manufacture defect... We have flagged his account do not service and I submitted a refund request for the $129 maintenance agreement purchased on 04/25/2022... This will be processed in hopes that we can stop the back and part ways. 

  Customer response

  05/17/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because:  The OM’s statement of an oil change and flat tire has no relevance in my case.  The tech opened the unit where the compressor is located and checked on settings.  The OM’s comparison would be if the auto mechanic worked on the engine and then 2 days later the engine blew up is more like my situation.  Also the OM referred to the owner as him during a call.  No satisfactory explaination has been provided on not being able to speak with another person.  To continue to state because she is a woman I wanted to speak with someone else is totally false and offensive.  Speaking with the service manager or anyone else was never offered to me.

   

   

   

   

   *****

  Regards,

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

• Initial Complaint

  01/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a brand new unit on 3/11/2021. I've had to call numerous time for service because it either quite working or it has been leaking. The rep ******* came out this last time and told me on 1/1/2022 that a New condensate pump was needed after he check the issue. Keep in mind I bought and paid for a new pump with the system. The drainage back up cause all kind of ceiling damage. And on Tuesday 1/4/2022 while waiting on a representative to come fix my unit. I received a call saying not only do I have to pay over the phone for the new pump but I also have to take care of the damage of my ceiling. Please do not use this company for any Hvac services. This has been a complete nightmare and they could careless. I was told by them that this is normal for a almost year old unit

  

  Business response

  01/13/2022

  Good Morning - I did review the install as well as the issues mentioned with in this complaint. Elite AC sees that we made a mistake in charging for the condensate pump - we will be refunding the $249 since the part and labor are in fact under warranty until March. We can replace the condensate at no charge to you. The damages or water with in the ceiling how ever we can not be responsible for. I will submit a request to refund the $249 to accounting - this can take 5-7 business days to be processed. 

  Elite AC apologizes for this mistake and we are going to correct the charges ASAP

  Customer response

  01/18/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

  Regards,

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

   

  Customer response

  01/26/2022

  From: *************** <***************>

  Sent: Wednesday, January 26, 2022 8:14 PM

  To: Info <*****************>

  Subject: Message from *******

   

  Hi, I recently went online with the BBB and reported a company for charging me for the same part they charged me for when I bought and paid for when I bought a new HVAC unit. The company responded to my BBB complaint stating that they would refund my money in 5 to 7 days. These people (ELITE) has yet to refund my money and no longer taking my calls. I did dispute this matter with my CC company so hopefully I get a refund. Please refund the part of the Elite response stating that they will refund me because the only responded like that because its public. They have not refunded a dime and no one at elite knows why. Thank you

   

  Sent from ******** ****** (***********************)

   

  

  Business response

  02/01/2022

  The issue with the refund being processed was our entire office had covid 3 weeks in a row - so we had a staffing shortage. We do not decline anyones phone calls and accounting has returned to the office after her & her family recovered from Covid. This customer has now made this complicated with charging back on her card and requesting the refund all with in a few weeks of the complaint. We apologize for the unseen illness with in our office and from looking at the customer profile I do not see any additional notes from her calling in. Also no emails to our office manager either. Had this customer called our office she also would have been informed that accounting - CSR and management had Covid and would follow up once they all returned to work. We once again apologize for the delay this may have caused and Elite AC no issues with refunding or discounting when we feel the customer is correct in their complaints. Accounting has been made aware that this will be coming in the form of a charge back.

*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. ↩