Complaints

• Initial Complaint

  08/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  First Air AC in Jupiter/************* installed a brand new A/C unit in our house. From the very first day there has been nothing but problems and they refuse to do anything about it. To start, the workers dropped the unit on the ground when unloading it. Looking back, I should have just refused delivery right there, but they assured me that it was OK. The blower motor has been replaced multiple times, and we have had to call them for service at least 12 other times with problems with the unit. The unit is a 2 stage but because it was so weak and didn't cool the house, they rigged it to become a single stage unit..and it still doesn't cool the house. The long list of problems include, the unit blowing hot air, the unit short circuiting, the unit not cooling evenly, condensation from the unit causing water damage to our ceilings, etc. I have asked numerous times for either a refund or replacement and First Air always has an excuse why they can't do either.I have literally been begging them for over a year plus to refund or replace the unit...and they always refuse and pass blame to *****. The Amana rep that sold the unit blatantly told me, in my own home, that First Air was lying and they never contacted him about any of the problems. The list of excuses provided by First Air has included...the unit functions perfectly well, the salesperson who sold the unit is no longer with the company, the owner had back surgery, the owner had a hysterectomy, the owners were on vacation in ****, the owners were on vacation in the Keys, covid, it's hard to keep good workers, etc.I shouldn't have to beg this company to make things right. I am tired of all the excuses and I have given them numerous opportunities to make the situation right, they just refuse to do anything and keep passing blame. I need help and I want a refund. As I am typing this complaint the unit is blowing out *********************************** South *******

  Business response

  09/02/2022

  The details of this matter are as follows:
  
  
  Complaint Involves:
  Guarantee Or Warranty Issues 
  
  
  Customers Statement of the Problem: ( First Air response to each complaint will be in Parenthesis) 
  
  First Air AC in Jupiter/Jupiter Farms installed a brand new A/C unit in our house.                      ( Installation done on 7-28-2020)

  From the very first day there has been nothing but problems and they refuse to do anything about it. To start, the workers dropped the unit on the ground when unloading it. Looking back, I should have just refused delivery right there, but they assured me that it was OK.                     ( The unit did slip, but was protected and softened so no damage was done to the unit. Rest assured if any damage was done, it would have been replaced the same day.) (We are a 5 star company with zero complaints on our license and have been in business since ****. )

  The blower motor has been replaced multiple times,                        ( This is a completely FALSE claim. We will provide proof that only one major component was ever replaced in which it was a blower motor on 5-24-2021 and we will provide documentation on the history of warrantied components which is tracked by serial number by the manufacturer, proving only ONE blower was replaced.) ( we have requested the documentation and will supply once we receive.) 

    and we have had to call them for service at least 12 other times with problems with the unit.                         ( It is true, we have responded to several complaints from this homeowner and the findings have always been either unfounded or air distribution issues.) (Please understand the unit we removed, was a 4 ton system. The system we replaced it with, was a 4 ton system. The ductwork is designed for a 4 ton system and original to the house. The homeowners main complaint is due to cooling issues in one area of the home. The system has been proven by 3 technicians, the owner of the company, the manufacturers technical support advisor and the Amana Representative and a 3rd party energy calc and heat load professional who specializes in cooling issues to be working properly.  All of these were done at the expense of the contractor and at zero expense to the homeowner) This was completed in hopes to satisfy the homeowner. We have also replaced over a thousand dollars worth of leaky old ducts in hopes to increase his airflow to the problem area. Unfortunately the problem area is a addition that has a flat roof and lots of glass doors and windows and the ductwork is not accessible to enlarge. There is only so much that can be done taking into consideration of the existing inaccessible ducts.) 

  The unit is a 2 stage but because it was so weak and didn't cool the house,                              (The unit is a 2 stage system, correct. That means there is more control over the outputs of the system. It is true that when the unit is in a time of low demand, the fan speed slows down and produces less airflow for it is in de-humidification mode. Homeowner kept complaining that he wanted full blast airflow at all times which is not what the system is designed to do. A single stage unit does that.)

    they rigged it to become a single stage unit..and it still doesn't cool the house.                         ( The system was never rigged, On 2/1/2022, it was programmed to go to a single stage mode per the request of the manufacturer lead technical advisor for *****. The rep requested for us to try it to see if the customers claims were legit, that his prior single stage 4 ton system cooled his house perfectly. The indoor unit was even increased in the settings to a 5 ton larger capacity and it was still found that the kitchen area struggled to meet the desired temperature of the rest of the house.  His findings were that there was no possible way the previous unit cooled the kitchen area properly and by the report and pictured documentation sent to him, that the system was performing properly.)

  The long list of problems include, the unit blowing hot air, the unit short circuiting,                       ( This was when the blower motor was found to be malfunctioning and it was replaced. Date of replacement was 5/24/2021)

  the unit not cooling evenly,                                 ( He is speaking of the problem area. When we respond to these calls, our experience has found unit cooling properly, just not meeting temperature in the kitchen areas.)

   condensation from the unit causing water damage to our ceilings, etc.                     ( Attached you will find the pictures of the ceiling damage. It is in the kitchen area where the flat roof is and the ducts are existing. There is zero access to these grills and we cannot be held liable for existing old ductwork. We have not done any work in that area and it is very far from the indoor unit that we installed. The water damage is from condensation around the grills. It is either from leaky cans that support the grills or from the glass sliders being left open while the kids are in the pool. Our techs have noted that the door is like a revolving door due to kids in and out while using pool. One tech even noted finding it staying open while parent was cooking in the kitchen in order to supervise the children. The hot air meeting the cold air coming from the ducts will cause condensation around the grills.) 

   I have asked numerous times for either a refund or replacement and First Air always has an excuse why they can't do either. I have literally been begging them for over a year plus to refund or replace the unit...and they always refuse and pass blame to Amana.                     ( ***** has taken the stand that the unit has been functioning properly and dependable since installation. This system has only had one component failure in 2 years. We have given the homeowners a free UV light with installation, and over a $1000. dollars in duct repairs/ replacements, at no cost. Energy calculation by a 3rd party company was also contracted and paid by the contractor and none of this resulted in anything out of pocket to the homeowner.)

  The Amana rep that sold the unit blatantly told me, in my own home, that First Air was lying and they never contacted him about any of the problems.                    (The homeowner had to of misunderstood for we can provide visual records of emails between us and the Amana reps and lead technical advisors dating back to starting in Jan 2021. What we believe was misunderstood, was that no main component failures were ever reported to them, because none had existed up to that point.) 

   The list of excuses provided by First Air has included...the unit functions perfectly well,                    (That is correct, and pressures, amps, temperature differentials AKA Delta T's confirm the airflow coming into the unit is averaging a 20 degree split. ) 

  the salesperson who sold the unit is no longer with the company,                     (Not sure of the relevancy of this, as long as we are responsive, which we have been, it is irrelevant) 

  the owner had back surgery, the owner had a hysterectomy, the owners were on vacation in Utah, the owners were on vacation in the Keys, covid, it's hard to keep good workers, etc.                   (Again, I do not see the relevancy in this. We have always been responsive when his claims of the ac not cooling and he has never gone a night without AC.) We as owners have many different roles and responsibilities, and we trust and ensure that we have competent staff to represent us when we are away. 

  I shouldn't have to beg this company to make things right. I am tired of all the excuses and I have given them numerous opportunities to make the situation right, they just refuse to do anything                    (We have tried many times in good faith to satisfy this customer)

  and keep passing blame.             ( We have gone through the proper channels in order to make sure we have been as ethical and responsive as possible, there is only so much we can do when it comes to existing ductwork) 

   I need help and I want a refund. As I am typing this complaint the unit is blowing out *********************************** South *******               (On 8/3/2022, it is correct, we were called to the residence. The complaint was it was 85 in his home. The system was found in the OFF position at the thermostat. The technician turned the thermostat to the ON position and checked over the entire system and found everything functioning correctly. The homeowner was due for his yearly maintenance in which a renewal was sent on 8/1/2022, and was not renewed and has not been renewed up to this date of 9/2/2022. The maintenance agreement is required to ensure proper maintenance of the system in order to keep the 10 year parts and Labor warranty and extended warranty for the system. The customer was billed for the maintenance performed on 8/3/2022 but the balance is still outstanding. The technician did find the capacitor slightly weak and was advised to replace it to ride on the side of caution. Please note of my 3 technicians, our supervisor refuses to service the customers home due to his volatile behavior. The other technicians have also reported the homeowner yelling and cursing when they are responding to his complaints. )

  (As a effort of good faith, as our reputation and integrity is what our company is founded on and our faith and principles of God, we will offer a reimbursement from the equipment purchase price from 2 stage to single stage as the current system is operating as a single stage unit per the request of the homeowner. He wants constant air at high speed at all times like his old single stage unit. The difference is $408.00. We have also given him a quote for a mini split to add supplemental cooling in the problem area that does not consist of using the existing ductwork, as it can not accommodate the additional airflow. Customer was not receptive to having a wall mounted mini split in his living/kitchen area.) 

  (Due to the time in which I am responding to this complaint, my office is currently closed. I cannot attach the back up documents and pictures at this very moment. I will however have them added to this complaint on Monday September 5th, validating all of our claims.) 

  Thank you,

  *********************** Owner of First Air A/C.

  
  

  Customer response

  09/15/2022

   
  Complaint: 17664889
  
  I am rejecting this response because:

  While I do appreciate that I finally (after 2 years) got some sort of an offer from this company, it does nothing to solve my problem.  The amount they offered equates to the equivalent of a 5% coupon and I would still have the same problems I have now.

  If the air conditioning unit is so great like they claim it is, then they should have no problem buying it back from me, placing it into someone else's home and replacing my unit.

  I only bought this unit based on their recommendation.  I was told it would cool the home evenly and my energy bills would be reduced significantly.  The exact opposite has happened.  If they are not willing to remove and replace the unit that I do not want, then I would like a substantial refund so I can replace the unit on my own.

  While the 5% coupon may seem like a "good faith" response from the owner, the reality is it changes nothing and does not correctly address the issue.

  I look forward to working closer with the company and the BBB to come to a resolution and put this matter to rest for good.  Thank you

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

*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. ↩