ABA Heating and Cooling

The customer asked we send her refund by check and not put it back on her credit card. We have sent a check in the amount of $289.00 on 7/28/17.

We have been more than accommodating trying to get her unit working for her. We cannot control warranty orders but we do apologize for any communication errors on our end. However at this point with her cancelling her credit card charges we will not do any further work for this customer until she withdraws her disputes. She has thousand of dollars worth of equipment in her home unpaid for. As soon as she lifts the disputes on her credit card we will be more than happy to come fix her unit.

Complaint: [redacted]I am rejecting this response because: I have contacted American Express in regard to the charges and they confirmed ABA was paid on 7/31/27 as the charges have been reversed. However, the unit is still leaking & making a loud sound. ABA is not willing to fix the issue and as I stated before ABA is welcome to come and get the unit at this point since they are refusing to fix the unit properly. I feel like I am being threatened by an attorney because ABA is refusing to fix my unit properly and as agreed & I initially disputed the charges because I didn't have a working until from installation.Regards,[redacted]

Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]  Please note [redacted] response are below under RESPONSETo Whom it May Concern,In regards to this customer we have gone out to her home every time she has called in for the unit not cooling. We replaced the outside condenser on 5/12/2017 when our technician went out and sold her this repair he told her he would prefer she replace the entire unit but the inside air handler was a 21 day order so in order to get her home cooling she decided to go ahead with the condenser replacement.RESPONSE: 5/11/17 ABA was contacted by the tenant to diagnose the AC not cooling in the unit. The technician did not offer nor did he speak directly to me offering to replace the entire unit. I was not offered to replace the outside unit only, because the technician was not familiar with the aqua termal units on the property. 5/15/17 – My AMEX was charged 2830.00 for An Install 2 Ton 410 [redacted] Condenser 10 yr Part 1 yr labor warranty replaced piston. The receipt indicated “[redacted]”5/25/17 – Company was contacted indicating the unit was not cooling and not cooled for a couple of days and was constantly running. She called us back 6/02/2017 and said it was no longer cooling we sent our technician out that day and he adjusted the refrigerant charge on the system. RESPONSE:  On 6/2/17 the tenant contacted me to indicated the unit was still not cooling and would not cool beyond 80 degrees. I contacted ABA to inform of the issue and they indicated they would coordinate with the tenant when to go back on site to confirm the issue. When the technician went on site they indicated the filters were not installed properly and that was why the system was not cooling? The technician added refringent and indicated that should fix the problem. The technician did not do any additional diagnose. REPONSE: 6/2/17 I inquired on what I was charged on and why the unit was not working. I received a receipt from [redacted] at 11:02am on 6/2/17 for An Install 2 Ton 410 [redacted] Condenser 10 yr Part 1 yr labor warranty replaced piston. The receipt indicated “[redacted]”They called back on 6/07/2017 and said it was not cooling again we sent a technician out again and he detected a refrigerant leak at the coil in the air handler. At this point the original technician that sold her the condenser called and found the air handler in stock and let the customer know that he could get it installed for her that day (6/082017) and she said she would let him know. RESPONSE: 6/7/17 tenant informed unit still not cooling beyond 80 degrees and that it was unbearable. Indicated that technician called indicated an additional repair was required. I called [redacted] the technician and was informed that the air handler was the issue and would be an additional 2848.00 to replace and he had the part in stock and could repair the following day 6/8/17. Later that day the tenants called our technician and asked him if he was able to find the part and he told them yes, he had and was waiting to hear back from the landlord (Ms. [redacted]) about 2 hours later Ms. [redacted] called us to let us know she would be proceeding with the repair. We sent our installer out that day to put in the unit we had to shut off the water because the unit works by pulling water from the hot water heater so we had to shut the water off so it would not flood the house. Unfortunately while soldering that unit our installer had solder drop into his eye and he had to leave. We sent our other installer out as soon as he was done with his job he was on that day to get the install finished, I personally apologized to her about the office not communicating with her regarding this situation.RESPONSE: 6/8/17 – My AMEX was charged 2848.00 prior to work being completed however, I never received a receipt. Technician came to install unit at 9:30am and left at 11:30am due to an injury. The office indicated someone would be on site by 4:00pm I contacted office and asked the ETA of when the work would be completed. At 6:30pm a different technician ([redacted]) returned to complete the work and shut off the water to the unit. He indicated to the tenant that the system was a “pancake” unit and he was not familiar with how to replace and would take 3 hours to complete. The technician left the property leaving both the water and AC not working indicating he would not be able to complete that evening and would return the next day by 12pm. It got late while the installer was putting the unit in, the tenants asked him to come back the next day. The installer went back and it did take him the better part of the day on 6/09/2017 we had instructed him to be very careful especially as this was a water unit and we could not afford for any mistakes. He even spoke with Ms. [redacted] and let her know what was going on a few times during the day. RESPONSE: 6/9/17 – [redacted] did not initiate the call, when I contacted the dispatcher [redacted] around 7pm I asked she have the [redacted] contact me and he again expressed the difficulty of the unit and was not certain how long it would take to complete. I also asked that the Manager contact me the next day. RESPONSE: 6/10/17 -I contacted the office around 9:15am and was advised he would could contact when he was in route. The technician did not arrive until 1:15pm. The technician did not leave the property until 7:11pm, however, he left grease stains on the carpet and walls and misplaced the screws to the until leaving only a few screws attached. They did not clean up after themselves. After the install was finished 6/09/2017 Ms. [redacted] called asking me for compensation on the poor communication from the office I apologized to her and told her I could offer her a maintenance on the units at the home and she said that was fine.RESPONSE: 6/10/17 – When I called to speak with the manager [redacted], I asked if she received my message to contact me. She indicated she was busy and would need to get all the information prior to assisting me. [redacted] was extremely argumentative indicated I had a brand-new unit and should be happy. However, I explained to her the dates and the lack of communication on the part of ABA. She offered me a free maintenance check however, I expressed I did not feel that was sufficient due to the delays in repair and that my tenant was moving due to this repeated issues with AC not working in summer months. I did ask that they clean the carpet/grease stains on wall and to coordinate with the tenant. [redacted] indicated the technicians did their job to the best of their ability and continued to not listen to my concerns but defend the company and that the job was done.She also asked that we clean a grease stain on the carpet which I told her was no problem this was on 6/12/2017. At the time we communicated with the tenant on getting the carpet cleaned and they told us we did not cause the stain it had been there we did not know they were in the process of moving out until we called on 6/15/2017 and they told us they moved from the property because they had many ongoing issues with their landlord. We still nevertheless cleaned it for them we had to reschedule several times due to installations and emergency calls but on 6/21/2017 we got out there and cleaned it as promised. After the reschedules on the carpet cleaning Ms. [redacted] called me again wanting compensation for being rescheduled on the carpet cleaning/ poor service and I explained to her that I could not give her compensation because I believed we provided her with exceptional service and she told me at that point she felt like I slapped her in the face by only offering her the maintenance. RESPONSE: 6/13/17 I contacted ABA because they were supposed to clean carpet on 6/13/17 per their conversation with the tenant.  They did not call or show up to complete as promised. I coordinated the carpet clean for 6/21/17 and they did not apologize for the miscommunication. She called in 7/06/2017 and said the unit had stopped cooling it was late in the afternoon and we were booked for the rest of the day so we sent the technician back out the next day 7/07/2017 and he diagnosed the compressor was out,which is under full warranty no charge for a new one, according to the technician the compressor most likely went out because of the coil leaking before we replaced the coil but other than that we can only assume it was a bad compressor from the factory which we have no control of. We ordered the compressor from [redacted] and they had non in stock it was a special factory order she called in and we told her this, she was unhappy. She no longer wished to speak with me only the owner which we explained to her was in the field and would not be able to call her for quite a while. She called back in on 7/14/2017 and we told her we still did not have the compressor and we would call her as soon as it was in, she became irate and we told her that we could get a compressor that would work but she would have to pay for it because it wouldn’t be from the manufacturer and thus not under warranty. At this point the customer has disputed both her credit cards and has committed theft of service. We received the compressor this morning and we will not install it until she has resolved and withdrawn her disputes. We have also called [redacted] to describe our situation and the have removed her warranty on the unit until further notice. If she doesn’t withdraw her credit card disputes we will have to put a lien on the property for theft of services and our equipment. Please contact us if you have any further questions.RESPONSE: On 7/6/17 at 9am I called to indicate the AC was not still not cooling. At the point I was personally living on the property due the tenant moving out and could confirm it was not cooling beyond 85 degrees and was constantly running. Dispatch [redacted] indicated the technician would be on site on 7/7/17 between 12pm-5pm. 7/7/17 – @ 5:30pm I contacted dispatcher inquiring ETA on technician. [redacted] text me from [redacted] with the technician info from [redacted]. During that text, I requested the manager contact me on Monday. She responded with “Yes ma’am I will relay the message and let her know your expecting her call Monday morning (:” The technician did not arrive until 7pm and left at 7:45pm. Ian contacted someone by phone and indicated the compressor was bad and could have installed improperly. He indicated the unit said March 2017 and this was the first time he saw a compressor being bad so soon and that the previous technician may have overcharged the unit. He indicated he would order and they should be in stock and would replace on 7/10/17. I indicated to Ian that I wanted to speak with [redacted] the owner to express my concerns/issues with the service I received with ABA. Ian indicated he would have him contact me as soon as possible. 7/10/17 – 10:52am I contacted [redacted] dispatcher & advised her I was disputing charges with AMEX because I was sold a faulty unit. She indicated she would contact me back in regards to the parts. She never returned my call. Same day at 3:14pm I called back spoke with a [redacted] who disconnected the call while I was inquiring and indicated the phone system went down. She indicated the parts would be in 7/12/17.7/14/17 – 8:50 am I spoke with [redacted] and inquired on the compressor that she indicated would be available on 7/12/17. I was frustrated and expressed to her the lack of communication and why did I have to continuous call to inquire on service calls etc.  [redacted] offered I pay to have the compressor out of pocket because I had to wait on the warranty part that she now was not sure when it would arrive. I expressed to her that yes, I had disputed ALL charges because I don’t believe they sold me a non-functional unit and kept making excuses and I still had not heard from the owner. She yelled indicated the owner [redacted] is busy and on technician calls and I could do what I needed to do. I told her I did not want to argue with her but that I just wanted an operable unit after 2 months of a non-working unit. I filed the complaint with BB on 7/14/17. I have not been contacted by ABA owner or any office person regarding disputes or cancelling warranty with [redacted]. Nor have I been contacted to install the compressor they now have in stock since I have contacted the Better Business Unit. SOLUTON: I am happy to schedule for ABA to remove the 2 Ton 410 [redacted] Condenser 10 yr Part 1 yr labor warranty replaced piston. This would have to take place on a Saturday. I do not want to do business with this company because they are not honest and are accusing me of theft after they have refused to fix a unit they installed. I can be contacted at [redacted] for further information. I will have a reputable company install the unit properly have a AC not works properly.

ABA will not be picking up the unit, and our attorney has advised that he will be reaching out to this customer.  Thank you,[redacted]

To whom it may concern: The owner [redacted] has spoken with this customer and has come to a resolution of refund of 289.00. Please call us if there are any additional questions.

Complaint: [redacted]
I am rejecting this response because:Complaint against ABA Heating and Cooling has not been resolved even though [redacted] said agreement had been reached.  As of today’s date, July 29, 2017, I have not received a refund from Mr. [redacted].
Regards,
[redacted]