AirMedics Heating & Cooling

AirMedic was referred through our Home Warranty as a second opinion. After, a visible "screw hole" was in our unit that our warranty does not cover.On May 12, we requested service for our 25 year-old gas pack/AC unit because it was not cooling sufficiently. AHS authorized [redacted] (dispatch number XXXXXXXXX) to service our AC unit. An appointment was scheduled for May 20th. Upon inspection and initial diagnosis, the [redacted] technician states there appeared to be a leak that was not physically obvious, but major in nature, as the unit was completely out of Freon. The leak was noted to be located at the evaporator coil. His recommendation was for replacement of the unit. We received appropriate paperwork with his written recommendation. Two days later, we receive a call from AHS stating a second opinion is being requested. An appointment is made for May 28th, and a technician from AirMedic (from Lillington, over a half hour away - dispatch number XXXXXXXXX) arrives to look at the unit. The technician leaves without distributing any paperwork to us. We hear there is a "screw hole" in the unit only after receiving a call from AHS stating they do not cover "accidents." We go outside to inspect the unit ourselves, only to have the side panels fall to the ground when we lift the top of the unit to get a better look. There was an obvious "hole" in the side of our unit that was not there prior to the AirMedic technician "servicing" the AC unit. He left in such a hurry; he didn't even bother to replace the screws in the side panels. I must say we were in absolute shock that someone would be so dishonest as to sabotage our AC unit so AHS would not have to replace the unit. At this point, after sending a picture, the [redacted] technician has confirmed that the "screw hole" was not present when he looked at the unit on May 20th. We have pictures from February that indicate no visible damage was present. As you can see in the enclosed picture, there is an obvious hole in the unit. I assure you this was not present prior to Air Medic arriving to look at the unit. Either the hole was placed intentionally, or was an accident on his part that he has not owned up to. Either way, it appears that AHS has benefited from this "accident" and we are out 13 years of coverage paid to AHS. When AHS informed us of this, we were told, "There is nothing (AHS) we can do" and felt as though we were being accused of tampering with the unit ourselves. After the initial diagnosis from [redacted] we were under the belief we would be getting a new unit. Why would we do anything to jeopardize that? We have made three attempts over the period of a week (via telephone and by email) to talk with the owner of AirMedic with no success. No one has returned our calls. We did finally receive a written report upon request from AirMedic; however the information provided is vague, does not mention a "screw hole" (states only that there is a "leak") and does not provide the name of the technician who provided the service.Desired SettlementWe want our home warranty company to replace our A/C unit. At present, they are not covering because they say they do not cover "accidents" - only wear and tear. We want an explanation as to how this hole got in our unit, and why the Air Medic technician did not bring this to our attention at the time of the service call. Why wasn't any paperwork distributed at the time of service, and why did he not put the unit back together? We feel the Air Medic technician intentionally put the hole there so our warranty would not cover the unit. "If" it was an accident, own up so we can get compensation through our home warranty. Upon request, we did finally get some paperwork via email, but the details were "vague" only indicating "leak on condensing coil" with no indication of any "screw hole" as reported to our Home Warranty Company (no technician name noted on paperwork, which was also requested by us). The whole encounter was dishonest in nature. This hole was not present when the previous technician serviced our unit. How did it get there?Business Response /[redacted]/Contact Name and Title: ownerContact Phone: 910.814.2555Contact Email: [redacted]@embarqmail.comWe deny all allegations in this complaint. We did provide a second opinion for the owners home warranty company on May 20th. Our NATE certified technician found the unit empty of Refrigerant. Our Technician pressured the system and heard a hissing noise immediately and when in search of it. A hole was found on the top of the condenser between the aluminum fins. Our technician discussed the findings with Ms home owner and stated he would report it to the home warranty company and left the site. Our technician reported to the home warranty company there was a hole in the condenser. The hole was dimpled in and appeared to be caused by a screw or sharp object and the top cover had no screws located in this area. At that time the Authorization representative from the owner's home warranty gave us a diagnostic payment of $75. We were told that he owner's policy does not have coverage for physical damage and they would make a decision and contact us about coverage. We were notified a day later that the claim was being denied for "physical damage" and they would contact the owner. We regret the owner's claim was denied. We do not know the owner and have never serviced this address. We are not affiliated with the owner's home warranty company and are only a third party vendor who is paid to repair their customers' HVAC systems. The owner's home warranty company makes the decision on approved claims, not our company. We have no knowledge on what type of policy a home owner has prior to contacting the owner's home warranty authorizations department for major failures. Our technician did not replace the screws in the top of the unit because he believed he would be returning to repair the hole, which he stated he could do, or replace the unit. The covers would not fall to the ground on that unit but may lay out slightly when the top cover is removed. We are in business to make a profit not lose money. Due to that claim being denied we lost money. It cost us more than $75 to run that diagnosis but that is our contract with the warranty company for diagnosis. We would have been compensated several hundred dollar to repair the leak or several thousand dollars to replace the owner's package unit. We did not damage the customers HVAC system. The owner had a problem before our technician visited his home. We only found the "Major" leak as indicted by the first company. I can assure you that leak was present before we arrived. We have an A+ rating with the Revdex.com, have been a Quality Approved Preferred Provider for the owner's home warranty company for over 9 years and are still a vendor for the owner's home warranty company. The first company has been removed as a vendor for the owner's home warranty company and the technician who work for them is no longer employed with that company. We were told that a second opinion was requested due to prior issues the owner's home warranty company had notieced with the first company. The owner's home warranty contacted us about this compliant and viewed the pictures submitted by the owner and still stand on their denial of the claim and believe based on the pictures the damage was present prior to our company looking at the unit. Again we regret the claim was denied; however, have no input on the disposition of any claims submitted to the owner's warranty company. We believe the compliant need to be filed wiht the owner's home warranty company.

Called AirMedics about water that was dripping from my air handler unit in my crawlspace. The technicians that were sent quickly identified the issue and resolved it very quickly, then took the time to clean up the pool of water that had accumulated from the dripping of the water over a period of weeks. They were very professional and efficient.

Great work

Technician was wonderful and we have had work done by the company in the past. Arrived promptly, was friendly and professional, and resolved our issue. Also provided a thorough explanation for what was causing the problem and took the time to speak with us. Very pleased with the service we received. Thanks!

Airmedics has been to my house twice for minor HVAC repairs.
They have always been on-time, friendly, honest and professional.

After 4 visits (2 weeks) from AirMedics through American Home Shield Home warranty, half of the vents in our upstairs are blowing out hot air. The technician assigned to replace the coil, after noting the temperature at the vents, said he would contact his supervisor to see how to proceed (noting that the coil should have been replaced from the start instead of attempting to repair). The technician then, with no warning or communication, sped off in his van leaving us with a non-functioning system. The owner was notified by the receptionist that we wanted to speak to him within an hour, and no contact was forthcoming. Extremely unprofessional outfit with very poor customer service based on our experiences. We had to spend extensive amounts of time on the phone with them just to get status updates. There was no sense of urgency, even after 4 visits spanning two weeks.

Highly recommend! Scheduler and service tech were both very professional and responsive. My AC was fixed within 20 mins of arrival.

I am very happy with the service I received. After calling the company I previously worked with 4 times with no call call, AirMedics answered and the first call. They set an appointment and even called before they came to tell me they were on the way. The gentleman whom came was very friendly and had my AC working in about 1 hour. Thank you AirMedics.

The service was on time, they arrived in the early part of the given time frame. The problem was addressed quickly an efficiently. Another problem was discovered after the initial resolution and this was taken care promptly.
I would highly recommend Air Medics to anyone having a problem with their HVAC system.

Fast, efficient, same-day service and fix.

The guys from AirMedic are top notch, they diagnosed the problem and repair it right the first time. I have a home warranty and I always ask for air medics when I have trouble with my central air system.

airmedics was contracted through [redacted] for an AC repair. They came out to evaluate and told us we needed a new condenser. The communication with Airmedics was very minimal. When we did chat, it was because I called them. The AC stopped cooling on a Friday and I asked if they could go out ASAP, and the lady bluntly stated, "we don't work weekends." Unfortunately our 9 months pregnant tenant had to endure the warmer house until they could go out on Tuesday the following week because of the Monday holiday. The customer experience is lacking at Airmedics. They don't even try to be friendly when you call them. It sounds like they have a teenager answering the phone that doesn't want to be bothered. It seemed to be an effort for her to give me 1 word answers. We ended up doing a total AC replacement, not through our home warranty, and certainly not with Airmedics. When I was shopping for a new AC unit, the 4-5 star Yelp companies said they don't work with home warranty companies. The home warranty companies tend to go with the lesser quality, cheaper AC repair companies to keep their costs low. Since Airmedics was a 1 star Yelp, I didn't use them for the total replacement.

Service was good. Receptionist was positive and upbeat. Everyone was extremely polite. Our AC is back up and running.
Only problem with AirMedics was the owner/manager never returned my husbands calls. We have had/have valid questions and it is unprofessional to ignore customers.

My air went out the Thursday (7/30) before July 4th weekend.
It was diagnosed that my compressor in my hvac unit was bad.
Air medics needed my warranty company AHS to send the piece.
I was without air for over a week. When I called and made a comment about it feeling like 2 weeks, the receptionist, rudely said..."ugh, its ONLY BEEN A WEEK"
finally the piece comes in, and I STILL HAVE TO WAIT FOR AN APPOINTMENT!!! because for some reason they are ALWAYS BOOKED!!!
I get one on Tues (7/12) the tech comes, puts in the new compressor, and Im all set..so I think.. tues night, the air was ok, not Cold. by time Wed morning (7/13) its like it NEVER WORKED/GOT FIXED!! I called my home warranty company, they submitted another ticket, in which AIR MEDICS NEEDS TO COME BACK OUT...I HAVE TO WAIT UNTIL SAT (7/16) FOR THEM TO COME OUT... so this is some MORE DAYS IN THE HEAT WITHOUT AC!!! KEEP IN MIND, since my home warranty company ONLY COVERED UP TO A CERTAIN AMOUNT FOR FREON, I had to pay the rest out of pocket (on top of the service fee) so that's $425 and MY AIR STILL DOESN'T WORK!!! they cashed that check real fast!! but MY AIR DOESN'T WORK!! I WILL KEEP YOU POSTED ON HOW THIS TURNS OUT