Complaints

• Initial Complaint

  06/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Carlo air took my service call fee ($65) with installation fee ($ 715) and ran away. This business is a scam. And I wanted my refund back. I was assigned to Carlo air by my home warranty company. On 6/16/22, they sent out a tech to diagnose the problem. They told me that the condenser needs to be replaced and they would submit the report to my home warranty. They then told the home warranty company to order the condenser and set up an appointment for installation on 6/23/22 between 4-8pm. They sent out invoice to me and ask me to pay the service fee of $65 and the installation fee of $750 beforehand through emails.I paid online through the link they provided. But no show no call no text during the appointment time window. I had been trying to reach them through calls, text and emails the following day til now. No response at all. I had to reach my home warranty company in order to get a hold of them. My home warranty company was brushed off several times by Carlo Air since they told my home warranty company that they will contact me directly to reschedule and providing no explanation for no show at the first place. In addition, I never received any response( no emails, no calls, no text) from Carlo air.

  Business response

  07/13/2022

  We are one of many HVAC companies that are under contract with Choice Home Warranty. As you are aware, Arizona has an expanding population of renters and homeowners. Choice sends us a significant amount of work orders. During this time of the year we do the best to service customers and get their AC systems fixed as fast as we can. With this workload, we try to be very responsive
  
  We are contracted to perform an initial diagnostic which we were paid $65 by the homeowner. We do not order the major parts. The home warranty orders the parts which we have pick up. We have to wait for the parts to be available before we schedule an install. We ask for full payment the day of the scheduled install. This homeowner insisted on paying early, as she has a tenant. In this case the home warranty company ordered parts on 6/21. We picked up a straight cool condenser from the supplier and scheduled an install on 6/27. We replaced the condenser and the tech verified with the tenant that the air was blowing cold
  
  To read this complaint, it implies two things, 1) that we took her money, and 2) we did not render service. The latter is not the case. What transpired was 1) we diagnosed the problem and received $65, 2) We accepted $715 in advance of the install, and 3) We replaced the failed outside, per the work order
  
  I have been a commercial and residential contractor, and HVAC company since 2005. I have never had a BBB complaint over that time. I am a legally registered AZ business with two contractor’s licenses. I am licensed and bonded. This was not a scam, and this was not fraudulent as you are suggesting
  
  We performed the service, and had a happy renter when we left. In Arizona, and with so many home warranty companies, it is quite chaotic with scheduling so many customers with claims. We can only do the best we can with so many customers without air at the hottest time of the year. Most customers understand the home warranty process and understand how delays can and do occur

*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. ↩