Complaints

• Initial Complaint

  08/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have a home warranty and opened a service ticket the first week of August because my HVAC quit working. They sent MaxAir out to fix our HVAC, which it turned out had a failed fan motor. The technician removed our old fan motor and had trouble getting the fan blade off the old motor shaft. He improperly removed the fan blade by using force and banging on the fan blades which dented them. When he finished the installation my husband went to look at our unit and noticed it bouncing and making a loud noise. He brought this up to the technician and said it was concerning to him since our unit never made the noise before or had so much movement. MaxAir's technician brushed him off and said the work was done and everything was fine. Within 6 days the entire lid of our unit cracked all the way across dropping the new motor and blade into our condenser unit. The motor sat inside the unit trying to run and did not flip the breaker. If we had not caught it when we did, our house may have caught on fire. With the interior of the unit now visible, we noticed the fan blades were severely dented, the new motor was burned up, and the coil of our condenser was dented from the fan blade slamming into it when it fell. I called MaxAir to ask them to come fix the damages and repair the unit, and the owner, ****** Max, told me the damage was already present when they came to service the unit the first time. I have never been so blatantly lied to by a business. I understand the owner was taking the technician at his word, that the unit was cracked when he arrived, but it was not. I even have photographic proof it was not. He refused to repair what they damaged and tried to charge me over $700 for the repairs. My home warranty would cover up to $1,500, so the $700 he wanted was in addition to the $1,500 provided by the warranty. They denied all responsibility even after I had two other companies confirm their work as the cause of the incident.

  Business response

  09/13/2024

  We received a work order for the customers house on Aug 7th, 2024, from the homeowners home warranty company. We scheduled an appointment for the following day the 8th of August 2024. The technician did replace the condenser fan motor and capacitor.We (the office or mgt) were never made aware or notified of any issues with a noise or vibration after the repair. We did receive another work order for the home on Aug 15th at 11:16pm. The technician was back out at the home the following morning of the 16th and found the condenser needed to be replaced. We checked on the parts availability for the manufacture of the unit which was 23 years old. The parts were special order with no eta. We submitted the recommendation to the customers warranty company to replace the unit itself rather than wait on a special-order part with no eta. To get the customer air conditioning as soon as possible.  The Customers Home Warranty decided what amount or items were covered by the policy they have. MaxAir does not determine any coverages. The owner explained to the customer if she didn't want to pay anything out of pocket on the new unit, then we could order the special-order parts and repair the unit when they arrived, at no cost to her. The customer agreed it would be better to not wait and also a better long-term solution with a 23 yr old unit to replace it.The customer scheduled an appointment to have the unit installed that the home warranty company provided. But canceled it.  Maxair never collected any money from the customer.  

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