Complaints

• Initial Complaint

  11/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I bought a hvac from AirMax in July, 2024 and the heater has not worked. I have had them out to fix it 4 times with no resolution. When they're here it seems like it is fixed but it actually isn't. The gas company has come out twice because of my getting sick on the gas fumes and the carbon monoxide leaks. I have severe arthritis and cannot go without heat. This has been going on for weeks. The product originally was bought from Lowes and the heater is a Lennox product. I paid ****** and am still making the payments on it. Thank you for reading this.***** ********

• Initial Complaint

  07/13/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have an old Lennox Serial Number ********** Serial # - **************** (DOWNSTAIRS)-**************** (UPSTAIRS) My AC wasn't working in April a technician from Airmax (American Home Shield sent them). I have attached receipts that substantiate that they substituted R407C. Airmax charged me $225 for pulling a permit - I called the city and the cost to pull a permit is $50 and the city of Lewisville looked up my address - no one has pulled a permit for my property. ******************************************************* service. Given all the risks, Lennox does not support the use of alternate refrigerants at this time. It is important that you carefully consider the issues associated with their use, including the nullification of your manufacturer and compressor warranty. Before allowing a technician to service your HVAC equipment, we encourage you to get involved and urge your technician to only replace R‑22 with R‑22.> My upstairs unit has been broken since May 2022, the day after Airmax "repaired" my downstairs AC unit. I'm asking AHS for the following. 1) Refund the $4254 they I paid to Airmax 2) cost to replace 2 new AC units paid by Airmax 3) AHS sent these incompetent people to my home and their work destroyed my AC units. Airmax is licensed and insured. That's why they're insured to cover mistakes like this.

  Business response

  12/19/2022

  Business Response /* (1000, 9, 2022/08/16) */ I am sorry to hear that Mrs. ****** is still having problems. We have not been notified of any problems since our last time out on Jun 13 when we diagnosed a leak in the evaporator coil of the upstairs system. The accusation that we have destroyed her systems is unfounded since we have had no reports of problems with our work until now. I would agree that the systems at Mrs. ******s house are old. They are approximate 19 years old and were indeed originally install using Freon (R-22). Freon refrigerant has been phased out and as such is no longer even manufactured. The industry has been moving in this direction of phase out for many years. During that time a number of Freon replacements have been developed, just one of those is 407C. For a number of reasons, the extremely high cost being the biggest, American Home Shield authorized the use of 407C as an alternative for their customers. It is also important to know that the major compressor manufacturers have also approved the use of 407C. The use of this refrigerant is not a warranty issue for her Lennox equipment since the units at the home have been out of warranty for about 8-9 years. Airmax did charge Mrs. ****** for a permit, which is required for the work that we performed. It appears that we neglected to file for the one for her house. We will be filing for the permit as is required by the City of Lewisville, and since we dropped the ball we will also be refunding $220 that Mrs. ****** was charged. Consumer Response /* (3000, 15, 2022/09/01) */ Airmax is refusing to provide their insurance information so that I can file a claim. I am now escalating to the TX DLR (after my complaint to TX Attorney General was forwarded to them). According TX statute Airmax cannot refuse to provide me that info. Consumer Response /* (3000, 27, 2022/10/10) */ From: **** ****** Sent: Sunday, October 9, 2022 11:02 AM To: **************************************> Subject: Fwd: Re: Case #************** FYI - after completing their investigation, TDLR has found Airmax at fault. I hope that you can do something. Also, note that they are still trying to skirt around doing the right thing. Thought you should know. **** ****** ************ **** ****** Begin forwarded message: From: **************************************** Date: October 4, 2022 at 10:43:28 AM CDT To: **** ****** <*************************> Subject: RE: Re: Case #************** Good morning, I left you a message with the update on the case. In my phone conversation with Mr. ****, he indicated that he was going to rectify the situation and offer a few options of providing new units. Since then, I have emailed and called him several times, with no response. I left him one last message on his cell phone, work phone, and emailed him letting him know that I need to hear from him no later than today. If I do not hear from him, there is no use sitting on the case. I want to get it moved to the prosecution section for final review and determination. If he doesn't respond, that may lead you to having to file a civil suit against him or filing a claim with his insurance company. You can file for an open records request to get the SME Report of Findings to use in court or with the insurance company. If I have any additional news to provide, I will call you or email you. Sincerely, *********** From: **** ****** <*************************> Sent: Friday, September 30, 2022 7:51 AM To: **** ****** <**************************> Subject: Re: Re: Case #************** Good morning ****. I just realized that you are not in the office today. It's been very rough in my home since the downstairs AC died on September 9th. This unit also had the wrong refrigerant in April of this year. In May, I paid almost $3k to AirMax to replace the coil. I have a video from June, 2022 that reflects how bad my AC unit downstairs sounded. I had a 2nd opinion in June through AHS and they indicated that my downstairs unit would not last much longer, based on the refrigerant and the loud noise it was making. Looking forward to hearing from you. Thank you- **** ****** ************ **** ****** On Sep 13, 2022, at 9:17 AM, **** ****** <**************************> wrote: Good morning, I spoke with my SME, **** *****, this morning. He is finishing up his report of findings on the case. Mr. ***** has confirmed that the wrong refrigerant was used. I have left a message asking the Respondent, Brian ****, to call me back to discuss the report of findings to see if he is willing to make this right. Once I hear back from Mr. ****, I will provide you with another update. Also, since AHS sent this company out and will not take responsibility, you can file a complaint against your Service Contract Provider (SCP), AHS, with our Agency, so that an investigation can be opened to determine what responsibility AHS has in this matter. I do not work SCP cases, so another Investigator would handle that complaint. Sincerely, **** ****** From: **** ****** <*************************> Sent: Monday, September 12, 2022 11:58 AM To: **** ****** <**************************> Subject: Re: Case #************** ' CAUTION: This email originated from outside of the organization! Do not click links, open attachments or reply, unless you recognize the sender's email address and know the content is safe! ' My downstairs unit died. **** ****** ****************************************************************************************************************************************************************************************

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