Air Experts, Inc.

Air Experts installed a new hot water heater for me in a cramped utility room where they first had to move the washer and dryer out of the roomDid a great job, no extra charge for moving the washer and dryer and reconnecting, and were on time to do the job they also replaced my HVAC a few years ago--also a great job Highly recommend them Doug B*** was the job estimator

When the two person team arrived , I offered up a couponThey immediately tried to dismiss it and asked me to sign a completed service agreement before they startedThey tried to upcharge me for moving furniture when I was the one that did all of the moving and lifting and they also tried to charge me for the extra length of the power cord they needed to extend out to the truckIt was about a minute set up time
I left my home and left them unattended for approximately hour and minutesWhen I returned, they were long gone, which also included their pack up timeI had two systems and approximately vents/returns to clean and never walked the technician through the house showing them where all the returns were
I believe that they were negligent and looked to minimize their efforts on the job and con me into believing that it was a complete and thorough HVAC cleaning serviceIn the past, this job has taken 1/a day for my size home (sq ft) and systems
I was originally charged about $and after complaining, it was reduced to about $I called again to ask for an additional rebate but was never contacted afterwardsI felt completely taken and didn't have the confidence that they were honest or that they provided any meaningful service

Review: The contract we signed with Air Experts (Sub Contractor of [redacted]) promised a 600.00Gift card when installation was complete. The application was to be submitted by 8/31, several phone calls & email were sent to company with problem submitting (they had not processed paperwork). We were promised by Salesman & Office Staff that it would be taken care of, still was not able to submit form. We were told by salesman "Don't worry you will get your money" this is a breach of contract.Desired Settlement: I would like either the gift card that was promised or a Cashiers check for $600.00

Business

Response:

Hello ,My Name is [redacted] owner of Air Experts Inc. Air Experts is the service provider for the [redacted] , both the [redacted] and Air Experts are all about making the customer a happy satisfied customer that will refer us to friends,neighbors and relatives. [redacted] will be getting the gift cards promised , there was a error in there [redacted] lead # which was missing a 1 which has been taken care of like my team has already explained to customer. Reading there complaint its sounds like customer is looking for instant gift cards which will not happen like any consumer offer/gift card/rebate offer to customers there is a typically a pprox 4-6 weeks before they will receive gift cards.This expectation was set by our sales men to [redacted] but it sounds like his office staff is handling paperwork for our project.Air Experts will forward all emails from [redacted] corp confirming this issue has been addressed . I will make a personal call to customer as well reassuring that [redacted] will be recieving his gift cards. I will scan in all [redacted] emails and send to Revdex.com for the record tomorrow from my Desktop .Thank you and have a great evening,

Consumer

Response:

I am rejecting this response because: The proper number was given and entered, however we still are unable to process as of today.I have been told on multiple occasions that it has been taken care of , and in fact was told "don't worry you'll get your money".

When the two person team arrived , I offered up a coupon. They immediately tried to dismiss it and asked me to sign a completed service agreement before they started. They tried to upcharge me for moving furniture when I was the one that did all of the moving and lifting and they also tried to charge me for the extra length of the power cord they needed to extend out to the truck. It was about a 30 minute set up time.

I left my home and left them unattended for approximately 1 hour and 15 minutes. When I returned, they were long gone, which also included their pack up time. I had two systems and approximately 25 vents/returns to clean and never walked the technician through the house showing them where all the returns were.

I believe that they were negligent and looked to minimize their efforts on the job and con me into believing that it was a complete and thorough HVAC cleaning service. In the past, this job has taken 1/2 a day for my size home (3500 sq ft) and 2 systems.

I was originally charged about $850 and after complaining, it was reduced to about $750. I called again to ask for an additional rebate but was never contacted afterwards. I felt completely taken and didn't have the confidence that they were honest or that they provided any meaningful service.

Purchased Fujitsu heating & cooling to replace old system. Has not worked correctly since installed product will not heat house as promise.System was purchased on 6/1/12.MODEL # ASU12RLF & SERIAL # KRA [redacted]MODEL # ASU12RLF & SERIAL # KRA [redacted]MODEL # ASU9RLS & SERIAL # HRA [redacted]MODEL # AOU24RLXFX & SERIAL # [redacted]MODEL # AOU9RLS & SERIAL # [redacted]TOTAL PURCHASE W/ LABOR $ 7800.00Since purchase date units will not heat house. Had other experts in and also agree units are not big enough to heat house. Units keep loosing Freon & they cannot find a leak. The [redacted] will not come over or return most calls about this problem. I have not seen [redacted] since the day I signed the contract. He has sent 4 technicians over for this problem in the past year and the last technician said on 11/9/13 there was a leak but could not determine were after two days . In his opinion unit should be replaced. I believe I was mislead that this product would heat my house plus they cannot seem to resolve problems with unit and even if they do it will not heat my house as promised . [redacted] gave me a persons number to remove my old heating system & now claims that he never said these units would heat my house . I got several other quotes to replace my heating system before going with [redacted]s quote so I don't know how he can say he did not know I was removing my old heating system which I showed him was no good. The reason we went with this system is because it was not easy to get to my second floor with a standard Furnace system as discussed. I was assured that this system would heat & cool my house. [redacted] will not give me anything in writing every time someone comes over to fix problem. I wrote out what last technician said he did but he also refused to sign. Desired SettlementRemove units & return $7800.00 so I can at least get something to heat my house correctly. Thank you [redacted]Business Response Contact Name and Title: [redacted]Contact Phone: XXXXXXXXXXContact Email: [redacted]We have been in contact with the customer and we are trying to schedule a final equipment check to make sure it is working 100%. We do not offer an money back warranty, so we cannot agree to [redacted] resolution. These ductless units are mainly air conditioners with the ability to provide supplemental heat. It cannot be the only heating system in a home. Mr [redacted] had a pellet stove and a steam heating system. Now he is relying solely on these 2 ductless systems or provide heat to the entire home. We would never recommend this. If we find the ductless units are working properly, there is little we can do, other than provide product support, warranty service and maintenance in the future. We can also offer Mr [redacted] a courtesy discount if he chooses to install a primary heating system in his home. We have installed hundreds of these systems in Western Mass. Mr. [redacted] is the only homeowner we know, that is relying solely on these ductless air conditioners to heat his home. Final Consumer Response Additionally, If I am the ONLY individual that ever complained about these units, why is it a big deal to correct the issue. The product was completely misrepresented when sold to me. Air Experts took my money and ran and have done nothing but delay to correct the issue. I could have purchased a new furnace for half the cost of these units to replace my old furnace. [redacted] knew that my furnace was not any good. He looked at it and recommended someone to remove it. Also, I would like to see the signed contract that states no money back warranty. Final Business Response Air Experts will no longer be addressing this issue. This is suppose to be a forum for resolution, not a debate. The system is working properly, and we will provide support throughout its life, like we do for all of our happy customers. With over 12 years selling these great systems, our Revdex.com, and Angie's List reputation has been outstanding and speaks for itself.

Wasting more kilowatts, was told by salesperson they were more efficient.Was told that the mini air units were going to use less electricity then central air. I had informed salesperson that we needed something for heat, he stated could not only sell units for heat, but could only sell for both heating and cooling. We have a colonial and he stated that it would cool the house just like central air if not better since the seer rating was better. We noticed that we used more kilowatt hours than before. The house also was not as uniformly cool. When complaint was sent to salesperson, he stated we needed to buy 3 more units to make it more uniform. We asked to have them removed and he stated once in place, the units can not be removed. Nothing was written in the contract stating that if we weren't satisfied, we could not have them removed and reimbursed. The units were installed in [redacted] and we did not really start using them until [redacted] We we had complained to him then.Desired SettlementWe want to be refunded the purchase price and want to refund the rebates that we recievedBusiness Response Contact Name and Title: [redacted]Contact Phone: XXXXXXXXXXContact Email: [redacted]The ductless units are recommended by [redacted] as a high efficiency heating and cooling source. They are in fact, much more efficient than central air conditioning or window units. These units are certified by [redacted] so the efficiency ratings are fact! Customer installed the units for a little more heat to certain rooms and it is a fact the units don't come in heating only. The customer hasn't even used the units for heat yet. The units are operating correctly. The customer chose 3 units because that is the maximum amount of units that can receive a rebate. We do not offer refunds on installations and we make no promises on performance due to the differences in customers utility rates, temperature settings, insulation factors, and usage style. We did a great installation with a certified installed and the customer received [redacted] in rebates. We will not refund any money. We will however honor our warranty of the product if the customer ever needs service or maintenance. Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)we were led to believe that they were more efficient than central air for both heating and cooling, we informed [redacted] that we needed the units to heat the home, not to add a little more heat. The product that he sold us is using more kilowatt hours and I have the temperature set the same as if the central air was, which is 74. the units are placed in my boys rooms and I am unable to set the temperature any lower for the summer due to making it to cool for them. In the winter, that would mean either setting the temperature higher in the rooms where the units are, which would make the rooms to warm and then would make it to warm for my sons or I would have to use the baseboards which is what I had informed him I did not want to do. we were lead to believe that they units would do the same job or better than central air. as I said in the past, I would like a full refund and will pay back the rebates that we received. There was nothing written anywhere on the papers that I signed that I have copies of at home that stated if not satisfied we could not be refunded or that the units could not be uninstalled.Final Business Response Air Experts makes no claims or promises as to the performance of the ductless mini split systems or kilowatts used, due to the many variables in operating the equipment. We do not offer refunds. There is nothing we can do for this customer aside from honoring the warranty and providing service. These units are working properly. We do not manufacturer the systems.