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Complaint Details
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Initial Complaint
04/24/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Worst, in class!!!!. Late on 2021 I invested on installing a new furnace and AC unit for my home through Custom Air, even though on my last project with them, during An emergency service call, A drunk technician showed up, demanding cash payment for the after call service, even though the unit was under warranty. The exact situation, minus the technician been drunk, and no one actually showed up happened today, 4/24/2022. Even though Custom Air has listed on their webpage that there’s a 24/7 service emergency assistance available, it’s a lie. The AC and furnace was installed during winter on late 2021, early 2022. Apparently, no one bothered to test the AC unit to ensure it was working. I called Custom Air emergency service line twice today, receive two phone calls after that, and when I finally got a hold of the technician, he stress the fact that he Will be collecting a service emergency compensation because it was Sunday, Even though I explained that the unit was under warranty with Custom Air. Good luck with that, i was told. He stated that he would needed to see a copy contract agreement paid in full with Custom Air before anything can be done, and that I needed to contact Custom Air after the work is done for possible refund? The AC installation was so poorly done, that is literally been held together by electrical tape. I’m opening a case with the Better Business Bureau to get this issue corrected, and more importantly, Get my AC working. If you choose to work with Custom Air, be sure to check, and check and check again to ensure everything work correctly and the installation is fully completed. The awesome holes that were made on the sound of my home that were not properly sealed. Furthermore , emergency service, truly, isn’t available, or free of cost, for that matter.
Business response
05/02/2022
I spoke with Mr. ****** on Friday April 29, 2022; after receiving his complaint in the mail. His air conditioning system was repaired by Custom Air on Wednesday April 27, 2022 (after the complaint was filed).
Mr. ****** indicated that the system is working. After discussing the issues, Mr. ****** agreed to let Custom Air's Production Manager inspect the job to make sure it was done to Mr. ******'s and Custom Air's satisfaction.
Our Production Manager is schedule to visit on May 3, 2022. We will summarize any outstanding issues after the inspection takes place.
Sincerely,
Pat *******
President
Custom Air Conditioning and Heating Co.
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Customer Complaints Summary
2 total complaints in the last 3 years.
1 complaints closed in the last 12 months.