Complaints

• Initial Complaint

  07/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  My issue goes all the way back to March 29, when during a maintenance visit the technician who was here failed to flush out the drain line for an A/C that when I called to setup the visit I informed the Service Desk about a drain line running slow. When he arrived I also told him as a reminder. When he was done and with the two units in the house I thought it was extremely fast. I asked him if he was able to clear the line and he said that it was clear. Just a month later that line backed up and spewed water to the bedroom below it through the ceiling and walls. I contacted the Service Desk on the 9th of May and requested to speak with a manager or a field supervisor about submitting a claim over damages and was told that was not possible and that they are not responsible for drain line backups. I asked what is the purpose of a maintenence contract if one of the responsibilities of the service is to flush that line. I asked to speak with the owner and was told that he entrusted her with these issues and that he was told and he was too busy to address these things. For all the years I've been with A/C GUYS I have not had a problem like this. She wanted to send out another technician to see if there was an underlying reason for the backup, I didn't see the point, but allowed it. The technician who came in on the 3rd and the technician who came on the 10th both agree that if that line was cleared on the 29th of March there is no way that it would completely clog up in that short a period. Also the float switch that is supposed to be at a 90 angle was tilted at 45, that float is suppose to prevent water from backing up. This was sabotage intentional or not, and was left in that position by their technician.I've exchanged multiple emails with the company and though they made some gestures at paying for this, I've yet to see anything from them months later. I'm requesting to be refunded for repair expenses incurred and would also request a prorated refund of contract.

  Business response

  10/03/2024

  We are always interested in doing the very best, professional work for every customer. After the issue was brought to my attention we refunded the invoice cost, and included the amount to have the drywall repaired. We appreciate the opportunity to clear up this issue, and look forward to being of assistance in the future.

  Customer response

  10/10/2024

   
  Complaint: 22052268
  
  I am rejecting this response because:
  

  I do not accept the fact that they only covered $900, which was half of the labor invoice and covered none of the material. I presented all receipts to them. Their response to BBB implied that they were covering cost. Which was not even 50% of the total. I will accept what they have sent and will not chase after them any longer to do what is right cause I grown tired of this six month ordeal. I also will not change or remove my ****** review or take down any other public comments, which I've presented already to the BBB, until and unless they choose to accept full financial responsibility. I consider the matter closed if this is a far as they are willing to go. 

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

• Initial Complaint

  12/13/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  I attached a timeline which includes further detail. AC Guys were at my residence four times over the course of a week. There was no sense of urgency or consideration that I had been without AC for a week. My AC was out a total of 9 days and it would have been out longer if I had not used a competitor to resolve it. AC Guys improperly diagnosed the issue at the initial visit on 11/05. This caused excessive delay and also ended up costing me $1,100 for a motherboard to be replaced that did not originally need to be replaced. When AC Guys put the old mother board back on, they did not install it properly. The system worked for 5-6 hours before the board getting too hot and burning out. There is an obvious ******************* where this occurred. Whether it was due to improperly reconnecting the board, not using new thermal paste or another reason, I believe AC Guys is responsible for the board burnout. I reached out to AC Guys directly following my experience. On 11/15/2022 I shared the above timeline by email with AC Guys. I requested reimbursement in the amount of $1,100 for the cost and labor to have the motherboard changed that was working fine before they reinstalled it causing it to overheat/burn out. I received a response on 11/15/2022 that AC Guys received my concerns and would pass it on to the owner. I did not receive a response so on 11/28/2022 I sent a follow up email regarding my request for reimbursement. I received a response the same day that my email was on the owner's desk and that he should be in by the end of the week to review. I did not receive a response so on 12/09/2022 I followed up again. I received a response the same day that the owner was overseeing a job and hasn't been in the office. It's been 28 days since I reached out with my complaint and request for reimbursement. It is clear they do not plan to remedy the situation.

*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. ↩