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Complaint Details
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Initial Complaint
06/25/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
My experience with Air Outlook was disappointing and costly. I initially contacted them for a repair, but their assessment completely missed a critical issue. According to Air Serv, the previous installation by Air Outlook was botched, resulting in a kinked refrigerant line that prevented proper charging. This oversight led to additional expenses of $3,000, which could have been avoided if Air Outlook had diagnosed and fixed the problem correctly from the start. Instead, their assessment pointed to non-existent issues, misleading me into further expenses and the risk of another compressor failure. I regret relying on Air Outlook's expertise and would caution others to seek more reliable HVAC services elsewhere.
Business response
07/05/2024
We did the repair as you mentioned on May 23, 2023, eight months before the last visit mentioned above. As was explained on the phone, we believe the outdoor unit was moved or hit since our repair was done. There was damage to the lower side of the outdoor unit, as if it was ran into. This was not there when our repairs were done in May. Whether intentional or not, we do not know. Since the system was fully tested when the repair was done. Nothing at the time of the repair showed any sign of a restriction. Pressures and sub-cooling was exactly where they needed to be on the day of the repair. The system heated and cooled fine for eight months. As was seen in the pictures provided by the owner, you can see markings on the suction line that look like teeth marks from a wrench of some type. The bent liquid line is extreme and was completely kinked. The system would not have operated properly on the day of the repair, let alone for 8 months. We do apologize again for not catching this on the Feb. 28, 2024 diagnostic visit when the system stopped working. We have taken every effort to make sure our technicians do a complete and thorough diagnostic, including removing the metal whether cap attached to the wall where the copper comes out, next to the outdoor unit.Customer response
07/20/2024
In my opinion, I disagree with the resolution that BBB came for this issue. The business didn't make a good faith resolution as they cost me $3K and installed a lemon of an equipment. The business in their response clearly mentioned that their team failed to find the root cause again in their second visit which I had paid them for. The new company immediately solved this in a heart beat. You can contact ****** at Air Serv who eventually did the entire fix and mentioned that the issue was from the business that I am complaining about. You can reach ****** by contacting them from this website ************************************Business response
07/25/2024
Just wanted to provide a follow up comment in relation to the previous response. The compressor was not a lemon and worked correctly for 8 months. The root cause was that the unit was damaged by something or someone that cause the outdoor unit to move and kink the tubing. The picture provided by us shows the outdoor unit damage. The complainant chose not to share this picture here and not on other websites he reported us on ether. The complainant mentions they did pay for the diagnostic visit, but ultimately they did not pay. The issue was not from previous repair but from a recent incident that moved the outdoor unit, causing the tubing to be bend, causing a restriction. Which caused the compressor to blow out.
Business response
07/26/2024
Date Sent: 7/25/2024 11:06:21 PMJust wanted to provide a follow up comment in relation to the previous response. The compressor was not a lemon and worked correctly for 8 months. The root cause was that the unit was damaged by something or someone that cause the outdoor unit to move and kink the tubing. The picture provided by us shows the outdoor unit damage. The complainant chose not to share this picture here and not on other websites he reported us on ether. The complainant mentions they did pay for the diagnostic visit, but ultimately they did not pay. The issue was not from previous repair but from a recent incident that moved the outdoor unit, causing the tubing to be bend, causing a restriction. Which caused the compressor to blow out.
Customer response
07/30/2024
Complaint: 21893763
I am rejecting this response because the explanation from the business doesn't match with Air Serv, the company that fixed their issue and the response they provided. I obviously am just relaying what they said.
Sincerely,
***********************Business response
08/02/2024
According to the last response, it is mentioned that Air Serve fixed our issue. The recent problem with the system is no way related to our repair 8 months ago. The complainant is being lead to believe that the current condition of the copper tubing was severely bent/kinked 8 months ago. If this was the case, the system would not have cooled or heated properly during that time. We provided a picture on a previous response that shows damage to the outdoor unit, which appears as if it was hit by something which could be the cause of the severe kinks in the copper.Customer response
08/05/2024
Complaint: 21893763
I am rejecting this response because it is not adding any incremental step to the resolution. The information I have from getting the work done by a different company and the acknowledgement form this business that their second assessment missed finding the kink is still an issue for me. That just highlights the gap in their work, everything else aside.
Sincerely,
***********************Customer response
08/06/2024
Hi *****,
I understand the resolution but I'd like to express my disappointment with this business and their ability to get away with charging other customers who aren't detailed oriented. They clearly billed me for an issue the second time around that they didn't discover and their competitor found it instantly. It is only when I complained that they retracted the bill. I know you have no authority over the business but this practices should lead to some general awarness to the public about this business and their practices.
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Customer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.
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