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Complaint Details
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Initial Complaint
05/17/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
My name is *********************************. I called Florida clean air plus to do my service on my air conditioner, they came out and put a new fan in my air handler, warranty from the factory didnt check my system. Didnt check the overflow pipe from the coil, didnt check the Freon, they only changed the thermostat. The unit still isnt working properly. I called them to come out in which they did. They told me the system needed Freon, in which ***** should have been put into the unit had they checked it the first time. They left and never returned because I refused to pay an additional four hundred dollars for what should have been done the first time. Ive been calling continuously for a resolution and they blocked my number. I am very upset and unsatisfied with this company. Not only did I loose money, five hundred dollars to be exact, my unit still isnt working properly. Please beware of this company. I do not recommend using them.
Business response
05/20/2024
The client contacted us on 05/08 requesting a technician because his ** was making a noise, and informed us it was still under warranty, but he could not get in touch with the ** company that installed his unit.
We arranged a visit and sent a technician over on the same day. The tech inspected the unit for a diagnostic and informed ******************** on the spot that the noise was coming from his motor fan blades, and since they were under warranty, the service would cost $500 for his labor. ******************** agreed with the price and informed the office and the technician that he had no email or a cell to receive text messages, making phone calls our only mean of communications.
For this reason, following his verbal approval, the technician removed the part on the same day and took it with him to pick a new one (under warranty) and went back the next day to install it.
After the service was completed he handed a check to the technician and asked us to mail him the invoice.
We informed him that we are a paperless company and for that reason, it would take a little extra time for him to receive the invoice. He agreed.
On 05/14 ******************** called us one more time informing that his ** seemed to not be functioning properly again, and demanded services on the same day.
The same technician went back there to check if there was anything wrong with the part we've recently replaced, and stated that nothing was wrong with it. So he once again performed a thorough check up to locate what could be causing the issue at this moment. He noticed the unit was low in freon and informed the office and the client that this was not related to the part he had replaced, but he could perform the service on the spot. The cost of this new service would be of $400 and that was also informed to the client.
Mr. ********* instantly became really agitated and refused to pay anything else because, according to him the tech should've noticed this other issue on the first day he went there.
After some time trying to explain the situation to him, and his constant refusing, we decided to ask our tech to leave his address and go to his next appointment.
Since this day he has constantly called demanding us to go back there and "finish" the service. He included his nephew and daughter to the situation asking the nephew to contact us as well.
These extra people, without having the complete scope of the situation, were also very aggressive in their communication, believing we had defrauded **********************, during a phone call where the three of them were speaking with myself (***************************) and accusing the company of such. I tried multiple times to explain that the services were unrelated, but ******************** wouldn't let me complete the explanation to his nephew and daughter, constantly interrupting and repeating we had to go back there. After I was able to give some pieces of information to his nephew, he instantly became less aggressive, asked a few questions that noticeably showed him he didn't have the complete story, and then removed himself of the whole deal.
We also emailed the invoice to the daughter in which she could state that the service paid by ******************** had in fact been completed.
Ever since, ******************* has been calling constantly demanding service and saying that he paid not for one service, and yes to fix his ** entirely, no matter what was needed. Many times I informed him that this is not how things work, that each service provided has a cost and that the price paid was related to only one of the services, and that I cannot send a tech to his address if he already has been there, informed what needs to be done and the client already refused the offer.
Despite all that, we can offer him a 50% refund since he is not satisfied with our services and disagree with our methods.Business response
05/21/2024
The client contacted us on 05/08 requesting a technician because his ** was making a noise, and informed us it was still under warranty, but he could not get in touch with the ** company that installed his unit.
We arranged a visit and sent a technician over on the same day. The tech inspected the unit for a diagnostic and informed ******************** on the spot that the noise was coming from his motor fan blades, and since they were under warranty, the service would cost $500 for his labor. ******************** agreed with the price and informed the office and the technician that he had no email or a cell to receive text messages, making phone calls our only mean of communications.
For this reason, following his verbal approval, the technician removed the part on the same day and took it with him to pick a new one (under warranty) and went back the next day to install it.
After the service was completed he handed a check to the technician and asked us to mail him the invoice.
We informed him that we are a paperless company and for that reason, it would take a little extra time for him to receive the invoice. He agreed.
On 05/14 ******************** called us one more time informing that his ** seemed to not be functioning properly again, and demanded services on the same day.
The same technician went back there to check if there was anything wrong with the part we've recently replaced, and stated that nothing was wrong with it. So he once again performed a thorough check up to locate what could be causing the issue at this moment. He noticed the unit was low in freon and informed the office and the client that this was not related to the part he had replaced, but he could perform the service on the spot. The cost of this new service would be of $400 and that was also informed to the client.
Mr. ********* instantly became really agitated and refused to pay anything else because, according to him the tech should've noticed this other issue on the first day he went there.
After some time trying to explain the situation to him, and his constant refusing, we decided to ask our tech to leave his address and go to his next appointment.
Since this day he has constantly called demanding us to go back there and "finish" the service. He included his nephew and daughter to the situation asking the nephew to contact us as well.
These extra people, without having the complete scope of the situation, were also very aggressive in their communication, believing we had defrauded **********************, during a phone call where the three of them were speaking with myself (***************************) and accusing the company of such. I tried multiple times to explain that the services were unrelated, but ******************** wouldn't let me complete the explanation to his nephew and daughter, constantly interrupting and repeating we had to go back there. After I was able to give some pieces of information to his nephew, he instantly became less aggressive, asked a few questions that noticeably showed him he didn't have the complete story, and then removed himself of the whole deal.
We also emailed the invoice to the daughter in which she could state that the service paid by ******************** had in fact been completed.
Ever since, ******************* has been calling constantly demanding service and saying that he paid not for one service, and yes to fix his ** entirely, no matter what was needed. Many times I informed him that this is not how things work, that each service provided has a cost and that the price paid was related to only one of the services, and that I cannot send a tech to his address if he already has been there, informed what needs to be done and the client already refused the offer.
Despite all that, we can offer him a 50% refund since he is not satisfied with our services and disagree with our methods.
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Customer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.