Complaints

• Initial Complaint

  07/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I hired this company to come and install new thermostat with wire the guys got the thermostat installed in a timely manner so I was very happy with that part of the service however this unit is brand new literally only 3 weeks old the gentlemen they sent have zero cares about throwing the cabinet screws away that hold the door on the face of new unit now all the screw holes are stripped out I want my unit repaired correctly not thrown together like they did as everyone knows Florida ac is required and this unit was brand new literally have all paperwork I want my unit put back the way it was not all stripped out and slapped together this was a horrible 150$ deal air design should be ashamed and to literally raise there voice when I questioned them about why my ac was left the way it was this will completely affect my warranty with the company and I am holding air design accountable for there actions I intend to leave reviews everywhere I can until this is satisfactory to me mr brown should hold his people more accountable for there actions

  

  Business response

  08/18/2022

  Business Response /* (1000, 8, 2022/08/01) */ We explained to Mr. ******* that we had a new employee, and apologized. The employee did state that some of the screws were stripped - but did not realize it is our company's best practice to replace them even if it was not due to our error. Our manager went to Mr. *******'s home to check on the issues for the customer as agreed to over the phone on July 15th. Our manager did give customer advice that there was no drain pan under unit, which is not to code. We even offered to clean his ductwork once his installation and drywall was complete, as he was concerned about the Air Handler door being left off and causing insulation to get into the system.

• Initial Complaint

  06/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On May 15, 2022, Air Design Systems came out to my house at my request for an urgent plumbing back-up in both of my bathrooms. Their tech unsuccessfully ran a snake and an auger from my clean-out in the front of my house and then attempted to run one from the kitchen sink where he damaged a pipe under the slab. After several attempts with an auger and snake under the kitchen sink, their tech, Patrick, said he hit dirt. He did not have camera equipment to assess the issue further and they were going to come out the next day. There was NO REASON for them try and access the blockage from that kitchen area as the stoppages were in the bathrooms only. I am also questioning if he is properly certified to be able to assess and fix the situation. Their tech never attempted to remove either of the toilets and to snake from there which is the proper procedure for such a stoppage. He left without resolving the plumbing issue and planned to come back the next day with cameras. At the recommendation of a friend, I went a different route to have a different company come out with cameras and assess the damage since Air Design tech hit dirt. I sent pictures as well as presented the pipe to Air Design, and their response was that the "their equipment couldn't have caused that damage - the pipe must have already been cracked based on the build-up - and what we did just caused further damage" - but we can't prove that." The pipe was completely crushed. I have lived in my house 6 years and have never had plumbing issues before. They refused to take responsibility for the damage their tech caused, which is beyond belief. When Gulf Breeze Plumbing came to assess and fix the damage with cameras, it was obvious to them that the crushed pipe was recent damage as evidenced by no sink-hole or washout. They had to dig up my tile kitchen to replace the crushed pipe caused by Air Design - to the tune of $1700 plus whatever damages it will take to repair kitchen tile floor.

  

  Business response

  06/28/2022

  We have reviewed the complaint from the customer, and respectfully submitted our response (attached). We would have preferred to have been given the courtesy of being called back to camera the lines for clarification of the clog, but we acknowledge that the customer always has a choice. We have reviewed the fitting and have concluded that the break is not new. The break could not have been caused by the equipment that our plumber used to try and clear the drain, as it is not powerful enough to break a long sweep fitting of this nature. We have gotten third party experts in the industry to evaluate the fitting and photos that support our findings.
  
  As a 45 year old company, we confidently stand behind our work and will always do what is right. In this case, we did not cause the damage and see no obligation to pay for repairs that we did not cause.
  

  

  Business response

  07/07/2022

  Air Design Systems, Inc. is a licensed and insured company. We are a state certified Plumbing and Mechanical Contractor our Plumbing license is #CFC1431143 and Mechanical license is #CMC057110. We did not misrepresent our credentials as both of our licenses are current and in good standing which can be verified through the State of Florida Department of Business and Professional Regulations. A contractor is responsible for hiring and supervising competent technicians. The plumber that performed the service at this customer's home was both qualified and competent
  
  Definition "contractor" means the person who is qualified for, and shall only be responsible for, the project contracted for and means, except as exempted in this part, the person who, for compensation, undertakes to, submits a bid to, or does himself or herself or by others construct, repair, alter, remodel, add to, demolish, subtract from, or improve any building or structure, including related improvements to real estate, for others or for resale to others; and whose job scope is substantially similar to the job scope described
  
  BBB Response - July 7, 2022
  

  Customer response

  07/11/2022

  BBB has attempted to reach a voluntary settlement with regard to your dispute, and as you know, unfortunately, we have been unsuccessful in reaching your desired resolution. If you would like to pursue this matter further, we encourage you to consider participating in BBB' Binding Arbitration program.
  
  This process provides for an impartial third-party arbitrator to hear and decided your case. The hearing is informal, so you can present your own case without a lawyer; however, you have every right to be represented by an attorney if you prefer. The decision is final and binding, meaning both parties are legally bound to abide by the decision.
  
  Detailed information about this process may be obtained at https://tinyurl.com/BBBArbitration. I am also available to answer any questions you may have, and can be reached directly at the number listed above.
  
  If you wish to proceed with BBB's Binding Arbitration program, please complete the information at the bottom of this letter and return it to BBB by [todayplus10]. I will then contact you for additional information. Both parties must agree to arbitrate this matter before we can proceed.
  
  Thank you for considering BBB's alternative dispute resolution program. A summary of this complaint case can be viewed at the following address:
  
  [consumer cbi link].
  
  Sincerely,
  [complaint staff name]
  [complaint staff title]
  [cstaff email]
  
  
  In consideration of BBB's offer to pursue this matter through Binding Arbitration:
  
  I accept_____ I decline_____
  
  
  Signature________________________________________
  

*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. ↩