Complaints

• Initial Complaint

  01/19/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Date of the transaction April 22 2022, Spent a total of 3580, They commited to provide this discounted price due to the compressor having a cosmetic dent but its all still brand new. I agreed. An employee installed the complete indoor and outdoor unit, when they ran pressure test, it turns out its leaking, the employee said this compressor is shot, it wont work. the owner of the company told the employee to weld the leaking compressor pipes and call it a day, the employee was surprised and almost didnt agree to do it, so I complained, the owner rudely said " I take my unit out and we leave", I told him why not trying to solve the problem, he then offered to extend the labor warranty for 2 years on the compressor. I agreed 8 Month later the unit broke, a technician shows up and tells my tenant that it will be covered under warranty, and they need a part, they hotwire the unit on heat causing not able to turn off and a safety hazard plus a 500$ electric bill and then they call me to tell me its a zoning problem and not covered under warranty, suspecting they are lying I hired another company and we found out it has nothing to do with zoning and the unit needs repairs. I went with E&G offer because back then I was tight on cash, I got ripped off, and learned my lesson, dont just choose the cheapest you will get the cheapest quality.

  Business response

  04/05/2023

  Mr. *******.  I apologize you feel this way.  I want to go over the chain of events here especially since we worked hard to get you a rate for the install that was a lot lower than market value $3580.00 (This is a Goodman 3 ton complete system).  Verify the market and you will see the price point is a lot higher but you expressed repeatedly that you were tight for money.  Because of this we offered you a dented unit (condenser only) which is cosmetic defect but all manufacturer warranty and labor warranty still applied to the install per the proposal we sent you prior to agreement.  Upon installation we did find the condenser coil (not the compressor) had a leak.  You did reach out to the company to advise you were not aware of the defect as we weren't either.  You discussed with us an option to replace the condenser for a new condenser and we gladly provided it to you for an additional cost of $1100.00.  You declined the additional charge and agreed to allow us to repair the leak on the coil with the understanding of a 2 year labor warranty in place.  We gladly honored this as good faith and confident that after the repair the unit would be ok.  Al this transpired 05/02/2022.  On 12/24/2022 we received a call from the tenant stating the unit was not heating.  Per the tenant he advised he received approval to make the call from the owner has the owner is a pilot and was in Japan.  We went to the home and found the zone system was not allowing for the system to call for heat.  We had to perform a bypass on the unit to get heat, especially since parts options were limited on a Saturday Christmas Eve.  We advised the homeowner that we needed a new zone board as we told him this prior to install as well.  We were then called back out by the owner 12/31/22 to check the unit again about the heating issue.  The homeowner assured us the tenant would be home.  We go there and no one was home.  We attempted to contact the tenant and even the homeowner with no results.  We then finally heard back from the tenant to schedule the visit which was scheduled 01/09/2023.  We then received a call from the tenant shortly after cancelling the call stating everything was working.  The owner himself also contacted us to cancel the call stating everything was working.  The owner thereafter states he called another company which is his choice of course.  We had no issues to honor the warranty and further investigate the unit on a normal business day where we had suppliers available to us.  In addition, in that short time of 12/24/2022-12/31/2022 it would be very hard toachieve a $500.00 electric bill the owner is stating and he has not provided any documents (ie bill) to show this $500.00 bill.  We work with all our clients and stand behind the warranties we provide but if we cannot get access to the home and the client/tenant states everything is working ok it leaves us to believe the word of the client.  If the client had further concerns they could have contacted us but they decided not to.  

  Customer response

  04/06/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  Its a lie, i did get the condenser and compressor replaced as proven on my receipt, i got both units replaced, the installer himself was surprised that the compressor on in lstall was leaking and he thought you guys will replaced it but you decided to welded, now listen i know I lost, i lost because I decided to chose the cheapest provider, I already hired hinmiller to fix and they fixed the problem, you just got me! And I accept it because you are a fraud….you and you fake warranties, you wont be in business for long 
  Sincerely,
  
  ******* *******

• Initial Complaint

  07/04/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We're calling them to fix the AC 3 times in a month. First time they charge 470 but the AC stop working in couple days later, they came back charging us another 200 says 'ACTUALLY' another part need to be replaced. Three weeks later, the AC falsely working again, they came for an hour, and didn't told me anything about charging, I thought it will be a warranty fix, but they sent me a 550 bill. 1300 dollars for a AC fix is unacceptable, I believe due to there unprofessional, or 'mean' to make this long term fix can make customers become their ATM, is really disappointed. I believe: 1, They should diagnose the issues at the first time, and give reasonable price and solution. 2. They falsely diagnosed the issue at beginning and charging me more, is unfair, but it's summer I have no choice. 3. The third time when they visit us, didn't mention anything about the price, and the 'warranty' on their website feels like a joke. I'd like to have a solution with business asap, I don't think it's reasonable charges, and I'll consulting with my lawyer if necessary. Thank you.

  Business response

  08/15/2022

  Business Response /* (1000, 8, 2022/07/20) */ We apologize if in any way you feel like there were issues with our services. I would like to go over everything that transpired so maybe we can clear any misunderstandings. We received your initial request for service on 05/23 and were on the property after 9:00PM (afterhours service). Upon inspection of the ac unit we found several faults with the ac unit which included a faulty electrical sensor at the condenser unit (outside unit), low voltage wire at the condenser (outside) was damaged, and the drain line needed to cleared. We performed all services and the unit was running and cooling prior to us leaving. There were no other faults present and we cannot duplicate issues that aren't present especially since when we arrived to the home the ac was not working. We traced out all the faults and corrected them on that visit. On 05/26 we received another call towards 5PM from you that the ac was not working again. We gladly sent the tech out to the home after 8:00PM as a possible warranty to determine if it was related to the work performed. Upon this inspection we found the blower motor (inside unit) was faulty and not operating. This was originally operating on 05/23 on our initial visit and clearly the unit was running 3 days before this component failed. This should have been a chargeable visit since it was not related to the previous work but in good faith as a local business that services this community regularly, we did not charge a service call. We advised we would return the next business morning to replace the blower motor at the price of $200.00 which is OUR cost for the motor. The ac unit does not have warranty due to the unit being registered to the previous home homeowner*************. Price is verifiable through the manufacturer Item: ********* MFR: ********* so again we did not charge anything more than the cost of the motor which means we did not make any money off of you. Essentially you received free service for this motor when in reality this was not related to our initial service call. On 07/01 we received a call after 10PM that the ac wasn't working again. We went out again as a possible. We were told by you that the ac unit was making a clicking sound and not cooling. We had a tech out 07/02 (afterhours Saturday service) to inspect the ac unit. Upon arrival inspected the ac unit. Found the unit to be a block of ice. Had to defrost the system and found the ac unit to be low on refrigerant. Supplied and charged the unit with 3lbs of refrigerant. Tested and all ok. This was a new issue from the previous visits. We initially sent a bill for the new work performed for $547.12. You did reach out on 07/04 thinking that the (2) previous bills you paid was a part of this service. We advised you that this was a new issue and the previous visits were not related to this visit. You advised there was a misunderstanding/miscommunication with the tech onsite and thought this was warrantied work. As a courtesy we reduced the bill to $405.00 which again was more than reasonable and fair. To remark on the comment about our warrantied being a joke, we do stand behind all of our work as long as it's related to the problems that we previously addressed. Falsely diagnosing the unit would also be an incorrect statement. While onsite we inspect the ac units and if the systems are not indicating other issues at the time of service/diagnosis then it would be difficult to find a problem that is not present. As previously stated, we as a company took a loss to replace your blower motor in attempts to doing all we can to keep our customers happy and all not to mention the $200.00 paid on that didn't cover the time it took to send our tech to get the motor which we pay him to get, in addition to the taxes we pay on the product. An AC unit is composed of mechanical and electrical components. Things will fail and sometimes it happens at once and other times components may go out 1 by 1 but that is in no control of E & G HVAC Services. Furthermore, this is the summer months with high heat indexes which means the ac unit is running more than normal to keep the home at its optimal set temperature. I would kindly ask that you review what we stated and remove these false claims as we are not the type of company to take advantage of anyone and try to provide the lowest costs possible to our customers. If you were to verify with other companies in the industry (not a one man show) our prices are below market value to what other companies would be charging. In no way do we attempt to take advantage of our customers and we show up at all hours of the night when many other companies do not.

• Initial Complaint

  06/15/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I purchased a brand new ******* central air conditioning unit from E&G HVAC Services LLC on August 19 of 2020. I wanted another better brand like Carrier, Trane or Rheem Mr. Eitan G*** convinced me that "*******" was great quality, reliable A/C company, he offered me maintenance every 6 months and a two years warranty on the unit. Exactly 13 months into the warranty this A/C broke down and I ended up losing my tenants because of all the stress they put them through, they replaced the outdoor unit of the A/C. On March 3rd I called them for maintenance because the new tenants complained of a "smell" they came on March 4th and I pay them for "Maintenance service on the unit" $275.00. On May 8th (Mother's Day) my tenant called me very upset because the A/C was blowing hot air, after multiple calls from myself and the tenant they came on Monday, May 9th, and replaced the same outside unit they had replaced back on September of 2021. I received a bill for $700.00 dollars for the last call, I had emailed Mr. Eitan G*** and he still has not responded back to me. My Complaint with this company is that they are hustling me into paying for repairs that I shouldn't be charged for because this is a brand new A/C unit that was not installed properly the first time and neither the second time and is still under warranty until August 19th of 2022.

  Business response

  09/20/2022

  Business Response /* (1000, 5, 2022/06/21) */ Contact Name and Title: Steven R****- Director Contact Phone: 4079606198 Contact Email: eghvacservices@gmail.com To confirm, yes ****** ****** did purchase a brand-new ******* 2.5-ton 14 seer 8kw heater system on 08/19/2020 (inv#****) with a 2 year labor warranty and a 10 years parts and equipment warranty. The recommendation of ******* was based on our many years of industry experience and customer feedback. Yes, there are many other brands out there but ultimately it was the decision of the homeowner of what system she wanted at her rental property. In regards to loss of her tenants, she explicitly advised us that this particular tenant was troublesome for her and this did not only include the tenants concerns with the ac but other issues in the home. On 09/21/2021 we did receive a call from ****** advising the ac wasnt working. We proactively sent a tech out to evaluate the system. The tech confirmed the compressor was faulty and needed to be replaced. The supplier did not have the compressor in stock so instead we replaced the entire condenser unit with a new warranty ******* Condenser unit and that was completed on 09/22/2021. All work was performed under the warranty and not a penny was asked for. On March 4th 2022 we were called out due to an odor in the unit. We inspected the unit and found the duct work and air handler did have an odor but it was not an odor related to anything mechanical/ac related. The odor was a combination of possible food (from cooking), pets, and/or anything else the tenant(s) were using in the home to contribute towards the ac unit absorbing such odors. The ac unit pulls in the air from inside the home through the returns and exhausts through the supply. We performed a thorough sanitizing of the duct work and air handler cabinet to help with that odor and it was a chargeable visit as this was not related to the installation of the ac unit and that was in the amount of $214.00 not $275.00 as stated above. On May 8th 2022 we received a called from ****** advising the ac unit was not working again. Again, our team was proactively out at the home close to 9PM to see what was going on. Our tech found the compressor not working, however this time it was due to a faulty line set. The line set on the home was no longer holding integrity which caused for moisture to get into the lines. This in turn caused the compressor to fail. We called ****** to advise of the situation. ****** was very upset on the phone. She advised the tenants kept calling her and bothering her. In addition, ****** stated we installed a used unit. We reassured her both units were purchased brand new at ******* (receipts for those purchases validating the serial numbers). We advised that the replacement of the line set was an additional charge. We advised ****** that on the initial install 08/19/2020 we pressurized the line set prior to installation and per best business practice in the industry. The line set was holding pressure and provided no indication for having to replace. On 09/22/2021 when we replaced the condenser, we again pressurized the line set prior to installation and per best business practice in the industry. The line set was holding pressure and provided no indication for having to replace. Anytime we pressurize a line set and it drops pressure we immediately advise our customer of this and let them know the line set would need to be replaced at an additional charge. In addition, both times the line set was flushed for any potential contaminants. ****** was irate on the phone the night of 05/08/2022 not hearing what we had to say; accusing our organization of installing used equipment; cursing repeatedly on the phone and even stating she wanted to shoot someone. At this point we were aware ****** was not in the best of mindset so we took the time to stop talking about the ac unit to help calm her down. ****** shared the stressed of the tenants, not being able to enjoy Mother's Day, and the loss of a family member. We were very understanding and empathetic to her situation. ****** advised she needed this situation taken care of. On 05/09/22 we supplied and installed a new line set and replaced the entire condenser unit again. The line set job is normally $1450.00 but as a company that stands behind our customers, we were doing the line set for $700.00. This is slightly more than half of what we charge for this job and this was in hopes that we were trying to help ****** out. ****** insists we are hustling her to pay for more repairs when in fact this is additional work. In regards to the unit not being installed properly, that is in fact an inaccurate statement. When ****** received the bill for $700.00, she again became irate and didn't take the time to listen to what we were trying to explain to her. We even attempted to call her several times after she received the bill willing to offer somewhat more of a reduction but at this point, I believe she blocked our phone number as every time we call it goes to voicemail. We cannot help a customer if they are not willing to talk and listen so mutually, we can come to an understanding and agreement of what it right. Consumer Response /* (3000, 7, 2022/06/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) The reason I purchased this brand was because I believed what I was told, also that was the only available brand they had in stock any other brand was at least a six week waiting period so I didn't have another option and he knows it. I had an eighteen year old unit before, if they had done everything the right way from the beginning I wouldn't have to call them 13 months later to replace whatever they did. Eight months later on May 8th again, I have to deal with angry tenants because the "Brand new A/C" broke again for the second time. All these comments I made about loosing my mother and feeling vulnerable doesn't give Steven Ramos the right to bring it out in this claim. I never cursed him or anyone out. I was upset and crying "YES, I am human!". He charges me $275 for the smell and later reduced to $214.00 but he never came to maintain my A/C as he had promised twice a year by August of 2022 he should have scheduled at least three maintenance visits. He has done ZERO maintenance of my A/C unit, the only one he did he collected $214.00 dollars. Everything in the original contract says install "NEW". He obviously didn't install everything he supposed to install New. I have not blocked him from my phone that is why I got two invoices via text messages for $700.00 dollars. I am very upset that he is making up lies all I am asking is for a ZERO DOLLARS INVOICE, I don't own him anything, my unit in still under WARRANTY for at least another two months. With all the issues I experienced I am afraid I have a LEMON for A/C. My unit is still under warranty and he can still service my unit for at least ONE TIME, he has my tenant's contact information because he called them multiple times, this was another one of his lies, "TWO YEARS SERVICE CONTRACT FOR MAINTENANCE AC TO COME OVER TO CHECK AC AND MAINTENANCE EVERY 6 MONTHS". It never happened the only time he served the A/C on March 4th he was asking me to pay $275 and "reduced" the bill to $214.00. If I don't get this bill adjusted to zero balance. I will escalate this issue to the 'SMALL CLAIMS COURT' and it would be for the full amount I paid this company for a faulty AIR CONDITIONING UNIT.

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