Complaints

• Initial Complaint

  05/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Alliance Air Service (AAS) installed a new furnace system at my new house in March 2023. *** agreed to install a new furnace system and relocate an air vent for me. Due to the weather, *** wasn't able to relocate the air vent and rescheduled it. When they came back to relocate the air vent, we asked ***, owner of AAS to relocate another air vent and he agreed. His technician advised us the location to cut the hole on the floor for new air vent. However, they said they did not have the material so they promised to come back to install it. We made a full payment to them.Since I moved into the new house on 4/13/2023. The furnace didn't work properly. I only blew cold air, not warm air. I contacted *** and he sent a technician over to check. The technician said the furnace was very dirty. He tried to clean it but it still doesn't work. The technician said he will inform *** to see what they can do. *** came the next day to check it. *** concluded that the furnace's coil needs to be cleaned and they need to open a bigger air vent to come in the furnace. For the air vent installation that they promised to come back to install, *** said they did not have enough space to install that vent. *** promised he and his technicians'd come the next day to clean the furnace's coil, open a bigger air hole for the furnace and check the space to install the air vent that we already cut the hole as instructed by his technicians. Only *** came to clean the furnace the next day. The furnace was able to function but *** said we still need open a bigger air hole for the furnace and replace the limit switch. *** promised he'd come back to replace the switch, send the technician to open a bigger air hole for the furnace and install the air vent. However, he has disappeared since then. He doesn't pick up our calls and doesn't return our voice messages and text messages. It has been 3 weeks since then.

  Business response

  05/29/2023

  In Response to Complant
  Code 20014799-3FF68:
  
  
  In relations to the complaint, we Installed a new furnace and A/C in the early part of March 2023. Due to the rain, the crawl space (under the house) became flooded so the relocation of the existing duct was delayed considering it was under the house (crawl space). When we fishished with the installation of the furnace & AC I spoke to the owner regarding the importance of having air filters (since there was none before and that we would add (2) air filters at no charge, but in order to make this happen I also explained that we would need to install (2) new filter grills. During this process there was other work that was still under construction.
  
  
  In April we returned to relocate the existing duct in which the owner agreed to pay the remaining balance which was due for the project in the amount of $500. The owner showed appreciation by thanking us for our work and asked if we can install an additional air duct for the downstairs bathroom. After assessing the area and seeing that it was not possible, we explained to the owner that it cannot be done due to cement, wiring etc and how it would interfere with the limited amount of space for the new air duct that he was requesting. The owner insisted that we find a way and that he would pay for the additional work/materials needed to get it done. Despite being warned that the work was not an option the owner then had his own workers make an opening which was made from the inside of the bathroom. This was an improper way of making an opening to begin with the proper way should have been done within the crawl space to avoid any structural damage. The owner called us out there to check the furnace and find out why it had stopped working, after assessing the furnace we then realized and explained to the owner that his workers had removed the air filters during the time he had his workers there doing the construction for the bathroom opening that he wanted. Even though they removed the air filters from the new filter grill it was told to me that they kept using the furnace to keep warm during the construction. The owner then apologized for having his workers remove the air filters and the result of the furnace there of, he also asked if we can fix the furnace and clean out the debris built up inside the ac coil which we did and managed to get the  furnace up and running again. After explaining that the furnace cleaning would have to be at the owners expense in which the owner refused and said that he could not afford it ($400), so we took the loss. He then asked what it would take to increase the air flow on the 2nd floor which we indicated to him that we would have to enlarge the size of the air duct which was feeding the 2nd floors return and also enlarging an opening under the location of the furnace. This caused the owner to get frustrated and said that it was going to be too much money and he would have to do it at a later date. Due to the debris built up which was caused by the owners workers during the construction it may have very well caused the manufacturers warranty to be voided. Some how the owner thinks that installing an additional limit switch to the furnace will keep the furnace from shutting down again even though the furnace was running fine after we cleaned it and seems to be running fine with the current (manufacturer) limit switches that the furnace came with. At this point we have done all that we could to help the owners heat situation, but he still sees us responsible for his actions.
  

  Customer response

  06/12/2023

   
  Complaint: 20014799
  
  I am rejecting this response. Please see my response below to their statements. Thank you.

  "In April we returned to relocate the existing duct in which the owner agreed to pay the remaining balance which was due for the project in the amount of $500. The owner showed appreciation by thanking us for our work and asked if we can install an additional air duct for the downstairs bathroom. After assessing the area and seeing that it was not possible, we explained to the owner that it cannot be done due to cement, wiring etc and how it would interfere with the limited amount of space for the new air duct that he was requesting. The owner insisted that we find a way and that he would pay for the additional work/materials needed to get it done. Despite being warned that the work was not an option the owner then had his own workers make an opening which was made from the inside of the bathroom. This was an improper way of making an opening to begin with the proper way should have been done within the crawl space to avoid any structural damage."

  Response: This statement is not correct. Alliance Air Service Heating & Cooling ***** manager, ***, agreed to to install the additional air duct for us over the phone on the day his technicians came to finish the project. His technicians advised us the location of the opening for the additional vent. That's why we asked our constructor to make the opening for the vent. After the opening for the additional vent has been made, ***'s technicians claimed that they do not have the materials to install the additional vent on the same day so they will come back to do it. They didn't said that it was not possible to install. When *** came to check on the furnace, he even said that we should have told him about the additional vent earlier, so they can prepare the material in advance. Alliance Air Service Heating & Cooling ***** technicians should not advise us to make the opening if they can't not install the additional vent. Because they advised us to make the opening for the additional vent, they should be responsible to finish the project. Also, their claim about unable to install the additional vent due to cement, wiring etc is not accurate because we hired another business to install the additional vent for us without any problems. Alliance Air Service Heating & Cooling *** need to compensate us for the amount we paid the other business to complete their unfinished project.

  "The owner called us out there to check the furnace and find out why it had stopped working, after assessing the furnace we then realized and explained to the owner that his workers had removed the air filters during the time he had his workers there doing the construction for the bathroom opening that he wanted. Even though they removed the air filters from the new filter grill it was told to me that they kept using the furnace to keep warm during the construction. The owner then apologized for having his workers remove the air filters and the result of the furnace there of, he also asked if we can fix the furnace and clean out the debris built up inside the ac coil which we did and managed to get the  furnace up and running again. After explaining that the furnace cleaning would have to be at the owners expense in which the owner refused and said that he could not afford it ($400), so we took the loss. He then asked what it would take to increase the air flow on the 2nd floor which we indicated to him that we would have to enlarge the size of the air duct which was feeding the 2nd floors return and also enlarging an opening under the location of the furnace. This caused the owner to get frustrated and said that it was going to be too much money and he would have to do it at a later date." 

  Response: This is a lie. Their technician never came to clean out the debris built up inside the ac coil. We agreed to pay $400 for Alliance Air Service Heating & Cooling ***** technician to clean the furnace for us. *** promised that he would ask his technicians to call us to schedule the appointment but ***** contacted us. *** didn't answer our calls or message when we tried to contact him. I have copies of the messages we sent him asking to schedule the cleaning service appointment. *** also advised us to make a bigger opening for the return vent. According to ***, the opening for the existing return vent is too small for the furnace so there's not enough return air which may cause the furnace system to stop working. I agreed to do that and ask him how much this will cost. *** said he will check with the technicians and follow up with me which he never did. These should have been advised before they install the new furnace system for me in April.  When installing the new furnace system for me, *** knew that we were doing ***************** for the house. With their experience and knowledge, they should have advised us to wait till we finish ***************** to install the new furnace system to avoid dust built up.

  "Some how the owner thinks that installing an additional limit switch to the furnace will keep the furnace from shutting down again even though the furnace was running fine after we cleaned it and seems to be running fine with the current (manufacturer) limit switches that the furnace came with." 

  Response: We did not think of this. We don't even know what it is. It's *** who told us the manufacturer limit switch broke and the machine can still run without the limit switch but it's not safe. He said he ordered the limit switch and were waiting for it but did not answer our calls and text message. I can provide copies of the text message we texted him to follow up on the status of the limit switch.

  Sincerely,
  
  *****************

  Business response

  07/08/2023

  In response to this complaint,

       Yes, *** did say the limit switch needed to be replaced (if needed), but after cleaning the blower fan (equipment) in which **** helped *** by using a vacuum cleaner and coil cleaner (recommended for hvac equipment) *** managed to reset the system without having to replace the existing switch, this resulted in the system to operate (mind you that the equipment was damaged by the owners construction prior in whom was hired by the owners discretion and had nothing to do with our company) however *** still made attempts to help the customer by cleaning the system to retrieve operation again). This complaint has gone on for quite a while now and Im not sure what we can do further to satisfy this customer, we have made multiple trips to the residence in good faith that our work will be of satisfactory, but unfortunately it hasnt been as were still here dealing with this issue. 
  

   

  Customer response

  07/18/2023

   
  Complaint: 20014799
  
  I am rejecting this response because:

  1. "Yes, *** did say the limit switch needed to be replaced (if needed), but after cleaning the blower fan (equipment) in which **** helped *** by using a vacuum cleaner and coil cleaner (recommended for hvac equipment) *** managed to reset the system without having to replace the existing switch..." Response: This is not true. My furnace need to be replaced the limit switch. *** said he ordered it and was waiting for it, but he stopped responding to me after that.

  2.  "mind you that the equipment was damaged by the owners construction prior in whom was hired by the owners discretion and had nothing to do with our company however *** still made attempts to help the customer by cleaning the system to retrieve operation again..." Response: This business knows that we were having our house repaint at that time but did not advise us to wait till the painting project is done to install the new furnace system. *** said the system needs to be professional cleaned rather than he and us cleaned using a vacuum cleaner We agreed to pay for the technician to come and clean the system. *** said the technician will contact me to schedule an appointment, but ***** contact us.

  3. This business agreed to install the additional air duct for us and advised us the location for the opening of the additional vent. We asked our constructor to make the opening for the vent. After the opening for the additional vent has been made, the technicians claimed that they do not have the materials to install the additional vent on the same day so they will come back to do it. However, they did not come back to finish the project. We had to hire someone else to install the additional vent to cover the opening. Because they agreed to install the additional air duct and advised us to make the opening for the additional vent, they should be responsible to compensate us for the amount we paid the other business to complete their unfinished project.

  We ask Alliance Air Service Heating & Cooling *** to do what the promised us: replace the limit switch, send the technicians to clean the furnace professionally, and compensate us for what we paid the other business to finish Alliance Air Service Heating & Cooling ***'s project. Thank you.

  Sincerely,
  
  *****************

  Business response

  11/06/2024

  *** went back on a Sunday evening after the agreed work was completed to clean the coil (FYI: Months after the installation was completed) where the owner and his wife along with his kids witnessed the coil cleaning was performed. After the cleaning was completed, the limit switch to the furnace worked perfectly fine without shutting the system down. We ran a couple of test runs which satisfied the owner in which I left on a very good note with the him.
  
  The additional duct was a new project (months after) that the owner originally wanted done.
  
  Due to the fact that the owner wanted a whole new project done (duct run) and considering that we advised the owner that there couldnt be a way to install the newly desired duct properly due to the cement and existing electrical wiring that was already underneath the flooring I explained to him that this new project that he was wanting us to perform could not be completed properly due to the space needed for the new desired floor vent. Since the owner hired his own construction workers to perform a project that we already advised was not recommended in which he went ahead and did the work anyways should not hold us accountable for his bill from another company that he hired on his own discretion.
  
  

• Initial Complaint

  04/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  DO NOT SPEND YOUR MONEY HERE. This company will not stand behind there work. We hade a furnace installed by Alliance that makes noise every time it is on, Called Alliance to come look at it. They wanted to charge me $300 for the service. My family paid $4,550 for the Furnice.. I had ******* at Alliance come out to mount furnace up under the house twice we paid $300 twice for each house call. Are furnace is only 1 " off the ground, It has enough room to go up higher by about 10". The bolts are barley on the rods. This company is taking advantage of old people like me, they do not think that I would check on there work, they were wrong. Alliance will not return my calls

  Business response

  04/15/2023

  Hello BBB representative,
  
  
          This letter is regarding our response to the complaint which was established on 3/22/2023 and was assigned ID#********.
  
  
  
  
           A brief description of this situation was originally based on a furnace replacement that weve done 2 years ago for this client. The original location of the old furnace was at ground level, we explained to the client that the new furnace which we were installing was to be hung with a suspended hanging kit (which we did). This was to make the system code compliant due to earthquake reasons. The client agreed and we went further and completed the install. After some time had went by the client contacted us and requested we locate the furnace back on the ground for noise issues, which we did for the client was determined to have the furnace situated at ground level. Some more time had past and the client then called us back to hang the furnace again due to the fact that he was selling the house and wanted the furnace hung, which we did for the client at his request. The client then called us back for the 4th time and stated that he and his wife decided not to sell the house after all and requested us to locate the furnace back on the ground, at this point we had explained to the client that it is best to keep the furnace hanging right where it is located due to code reasons. He then got frustrated and requested us to then raise the furnace 10 above its current location in assumption that it will reduce the noise level, we then explained to the client that if we raised it 10 higher it will defeat the purpose and violate the earthquake suspended hanging kit requirements considering that the kit is designed to sway side to side if ever an earthquake occurred. He then contacted your agency (BBB) with this complaint.
  

  Customer response

  05/23/2023

   
  Complaint: 19638325
  
  I am rejecting this response because: My family paid every time Alliance Air Service Heating & Cooling **** came to are house. The Furnace air box needed to be repaired or rebuilt.  We contacted the right people to fix problem. No more noise. This time we pick a bigger company, one well none
  
  Sincerely,
  
  *****************************

  Business response

  06/15/2023

  ***************************** (owner)

  To BBB,

       In response to the complaint, we were paid to replace an existing furnace that was defective. The original furnace was sitting on the ground under the house, in which we installed the new furnace with a hanging
  kit. Then months later per/ owners request we were asked to place the furnace on the ground which we did, shortly after they decided to sell the house and were told by the home inspector that the furnace would need to be on a hanging kit to meet code compliance so we had went back out and hung the furnace again. After some time they decided not to sell the house 
  and again asked if we could place the furnace back on the ground, we told them that it needed to remain hung. 
  

  Please Note:

  They never mentioned anything regarding a replacement or repairs to the ductwork or plenum sheetmetal box, so we dont understand why the complaint has gone this far or what the owner is wanting out of this dispute hes initiating.

   

   

   

  Thank you for allowing us to supply a complainers response to your organization.

   

   

   

   

*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. ↩