ComplaintsforEllington Air Conditioning & Heat

• Initial Complaint

  04/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On March 19, 2024 we requested Ellington Service come to our home to fix an ** unit that was not working. They came out and determined it was a float switch. The same day the ** failed again and Ellington returned and wanted to charge an additional $800.00 for additional repairs. upon complaining to the tech he told us to call the office and they may be able to return and complete repairs for $500.00. We were so unhappy because the waether was warm and no **. Hired another company to do the work, they diagnosed something completely different and charged less money. We called Ellington to adjust the bill and issue a partial credit and they refused. Bad business ethics and poor ******* ship for not getting this right.

  Business response

  05/07/2024

  My apologies for the miscommunication with the office.  I understand a full diagnostic was not done on the original call and there were other issues at the location.  I am refunding ************** for the original call.  

• Initial Complaint

  06/20/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I was just recently notified without any notice whatsoever that the above referenced company was cancelling my contract for no reason at all. They gave me no warning whatsoever and did not even notify me by mail as I requested. I told them that I was not computer savvy and to send me a letter by mail. The first time I used them the the serviceman put in the wrong air conditioning in and it was not a High Efficiency Air Conditioning as I had requested. Well he put in the same one in which he had taken out and it was still working . And he even advised me to donate the first one which I did. The problem with these service men is that do not understand what A High Efficiency Air Conditioner is and that putting any old Air Conditioning in will just not do and they just take you and try to cheat you and that is just not right. No company should do that take advantage of Senior Citizens. And as a matter of fact my bank paid them $9000.00 and I have to pay them $4000.00 more This does not look good for them. They cancelled me because of the first complaint that I put on them and now this one is the second. Someone should put them out of business. They try and are good at cheating people and I do not want to see to see them get away with it. And the other thing is that I have breathing problems. Cheating the public is not the way to go. They also did not credit me for the second one they put in and that is just not right.

  Business response

  06/21/2023

  Mrs. ********'s monthly membership was canceled in 2022.  The last monthly payment made was 8/2/2022.   Monthly payment is required to continue in the plan.  0

  Mrs. ******** filed a complaint last year on the system install.  I am not sure why she is complaining on this again.  We installed they system Mrs. ******** chose and signed for.  I have attached again the signed proposal, we installed exactly what was approved on the proposal. I did tell Mrs. ******** that if she paid the difference between the unit she originally signed for and the one she wants we would install it for her, she declined. 

  Mrs.  ******** called us 6/2023 for service. Due to the fact we were not able to make her happy before we requested she find another contractor to provide her service.  She stated previously and in the complaint she feels we are crooks so I do not understand why she would call us for service. 

• Initial Complaint

  08/13/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We recently bought a new house and quickly realized the A/C unit was not capable of doing what we wanted it to do it. We contacted Ellington to come out and take a look. After an onsite visit, they told us they could install a new system for approximately $9,000. Though more expensive than previous quotes we had received, we decided to go with Ellington because we mistakenly trusted the tech. Unfortunately, from day one the new unit has not functioned. It is actually hotter in our house than it was with our old system. Today it is 83 degrees in here. I am 9 months pregnant with a high risk pregnancy and seriously concerned about the health implications of being in a house so hot. We have since had another a/c companies come out and confirm that they could have fixed our initial problem for under $1,000. Every time we speak with the company, they come up with a new reason why the system doesn't function. For $9,000 you think we could get the house a few degrees cooler than 83.... We now have to start from base one (with no unit) as they unit they installed is completely non-functional.

  Business response

  10/20/2022

  Business Response /* (1000, 5, 2022/08/17) */ Ellington AC did not install a full AC system for********************. We proposed replacing old duct system which was declined by the customer. The customer chose not to replace the entire HVAC system and instead elected to have just the outside unit (condenser) replaced and a minor duct mod. We have been diligently working with customer and explaining that we can not guarantee they can get their current system to cool down to 72 degrees in the hottest part of the day. On our visit Saturday, 7/30/2022 they were achieving 75 degrees. Our Sales/Service Manager has made onsite visits and spoken with customer several times suggesting replacement of the entire duct system. The current duct system is old, not sealed properly and undersized. To achieve the comfort level the customer is looking for it has been suggested they upgrade to a variable speed system, customer has declined both suggestions. The condenser is running to manufacturer specifications. The performance of the HVAC system is not just dependent on the one piece we replaced, the performance is determined by the full HVAC system. We are open to working with the customer on the options we have suggested. The last phone request we received was because the system froze up on Saturday, this may be due to an issue with the existing air handler unit (we did not install). The customer was extremely belligerent and abusive to our staff and we were not comfortable sending anyone into that situation. Consumer Response /* (3000, 7, 2022/08/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) Initially, the Company represented that the $9,000 system that we purchased would help to fix our problem. When it did not work (and could not even do better than our old system), the Company began making excuse after excuse. We have very literally been left in a worse situation that we started, after spending $9,000. As of today, we are relying on window units to cool down our house, as their a/c unit has completely failed. In the above response, the Company is indicating the only solution to our problem is to spend an additional $10,000 on services provided by them. Obviously, this is unacceptable. We should not have to spend double what we have already spent to achieve what our old system was capable of doing and what was originally represented to us that their system would be capable of doing. Additionally, we have had different a/c installers come look at Ellington AC's work. All have concluded that Ellington AC (1) over charged us for the installed unit and (2) offered us an initial solution that was designed to ensure we would be forced to spend the additional $10,000. Attached is written proof of one such determination. As to their comment about us being "belligerent," I am 9 months pregnant and severely high risk. Being in a house heated at 83 degrees is not only dangerous to myself, but to my unborn child. When Ellington AC indicated that their system could not work because we somehow made an error we got upset and asked them to immediately come fix the problem. They did not want to come out on a Saturday. We want their system removed from our home immediately and our money refunded. The Company has so far refused. We ask that the Company do the right thing and remove their faulty equipment from the premises and refund our money so that we can move on. Business Response /* (4000, 9, 2022/08/19) */ During our last visit to the home the portion of the AC system we replaced (condenser) was working to manufacture specs. We are not responsible for the Air handler (indoor unit) or lineset because we did not install them. We would replace/repair faulty equipment we installed. The condenser is functioning properly, there is nothing to repair on it, the condenser is not faulty. We would have sent a technician out on Saturday to diagnose the issue for Ms.********** had she communicated with our staff and Service Manager in a non aggressive manner. I understand Ms.********** is stressed with her pregnancy and the high summer temperatures. We work deligently for our customers, that is why we provide Saturday service for our customers with no overtime charges. We also care for our staff and will not send them into a situation they will be verbally abused or threatened. We have made many attempts to work with the customer, provided pictures of the existing ductwork that is in poor condition. We have attempted to explain the basics of how the system functions and that with the current match up of the existing Air Handler, existing ductwork and the condenser (selected to be an ahri match to the air handler) we installed it will be almost impossible to get the indoor temp below 72. We have not been successful communicating with the customer and are unable to continue servicing her. Another company may have more success explaining the issues with her ductwork and be able to replace it for her. She may also have an issue with her existing evap coil (inddor unit) or copper lineset that could have caused the system to freeze. Consumer Response /* (4200, 11, 2022/08/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) This is absurd. I am not stressed because of my pregnancy. I am stressed because this Company defrauded me and refused to fix their faulty equipment, leaving my home 80-85 degrees. It is currently not safe for me in my own home solely and exclusively because of this Company's fraudulent business practices. The "brand new" $9,000 unit they installed is fully non-functional (much less working to "manufacture specs"). When the Company first came out, they stated that they could substantially fix our problems by replacing the A/C Unit. Again, our old A/C unit was functional (and kept our house much cooler than 85 degrees). They told us the items that are now blaming did not need to be replaced immediately. To state now that these other issues are "not their problem" is outrageous. Again, before Ellington came out, our house was typically between 72-76 degrees. We have now spent $9,000 with this Company and our house is constantly at around 85 degrees. It is unclear to me how the Company could possibly stand behind these results. Additionally, at no point was their staff "threatened." What was said was they needed to come out and replace their faulty equipment immediately. We stand behind this statement. As the Company mentioned in their response, they represented to us that if anything did not work they would come fix it. They refused to come fix it. They then called us aggressive and belligerent for requesting the same. We continue to see excuse after excuse from this Company with absolutely no effort to stand behind their products or their installation. We again ask that they Company come pick up their faulty equipment and refund our money. Business Response /* (4000, 17, 2022/09/26) */ We stand behind our response. Once a customer refuses to pay for work completed all warranties are void.

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