Air-Tech Heating & Air Conditioning

This was an older Heil unit and our technician worked with the technical representative from Heil over several days to restore operation of the unit. We replaced an igniter control board ($274.32), a gas valve ($289.13) and had at least 5 1/2 hours of labor ($540.00) invested at this location. We are sorry all that did not totally fix the problem. We have apologized to the customer and mailed refund check #XXXXX for the $135.00 he was charged.

Contact Name and Title: ***
Contact Phone: XXXXXXXXXX
Contact Email: ***@gmail.com
Complainant has been a customer of Air-Tech for many years and we installed her HVAC system in 1997. This is now a 21-year old system and over the years it is understandable that deterioration would occur. We provided twice a year planned maintenance (PM) for complainant since October 2014. This PM covers basic checkups of the heating or cooling system depending on the time of year. It does not cover normal deterioration such as a rusting drain pan, mechanical breakdowns, repair parts or any other labor or material for additional service calls. It also does not cover water damage, mold or any other type of damage to the home. It is a maintenance plan only.
Complainant has had several different people and companies involved in all this and it makes it difficult to determine who did what. We have not charged complainant for a single service call since 2016. She repeatedly cancels appointments and cancels her scheduled maintenance, which makes it pretty difficult for us to do our job.
She paid for her previous PM sometime in the fall of 2017. She was scheduled for her spring check up on April 11, 2018. On March 28th, she called and said she had a problem and asked if we could come out and fix the problem during the PM. We explained that repair service is not factored into our time schedule for planned maintenance nor included in the PM checkup and we would need to schedule a separate service call, and charge her for any repair labor or parts. At that time, she canceled the PM and called another company to do the repair. Had we been allowed to do the PM in April before the cooling season, we most likely would have discovered the drain pan problem at that time and prevented the water damage and hence the mold issue.
After finding the mold and having a plumber come out to check things, the plumber told her she needed to call her air conditioning company. Again, she called another company, not Air-Tech. Upon his inspection, he found the mold and some air leakage problems on the system in the attic, but did not find or mention the broken drain pan. After complainant came to Air-Tech with the findings of Legit A/C, the owner and general manager of Air-Tech went to her house and found the drain pan cracked. We also looked at the items Legit had described in his report. As soon as we could get it worked into our schedule we went back with a crew and replaced the drain pan and repaired all the air leaks. The drain pan was not a warranty item and we would have normally charged about $350 to replace it. We did not charge complainant anything. The water damage is also not something we would have repaired because the pan was not a warranty item and was the cause of the water damage. This would fall under the responsibility of the home owner. We paid Anthony Raborn Construction $295.78 to repair the ceiling and did not charge Mrs. anything for this.
Then Mrs. had Legit come out again to check our work. On his second inspection he criticized the top of the line Lennox Pure-Air Filter as causing high static pressure. This filter retails for about $200, hence the reason her PM agreement costs more than our usual. We assume the engineers at Lennox who manufacture and sell this product have worked out any static pressure issues. He also showed dust in the ductwork. Again, it needs to be noted that this is a 21-year old system and any system of that age will have some dust. Cleaning ducts is not part of planned maintenance. Complainant could have chosen to have her ductwork cleaned at any time during those 21 years, but she did not. Air-Tech does not provide this service, but there are several companies in town that provide ductwork cleaning. The next item Legit shows in the photos is the clothes dryer vent which is not included in the PM for the air conditioning system. This is where the melted duct tape and so called "chicken wire" are attached. Legit should know that the clothes dryer vent is not a part of the air conditioning system. At this point, he seems to be trying to find anything he can to discredit Air-Tech and scare complainant into spending money with Legit. We do not know who put up the masking tape and baling wire, but it could have been anyone, maybe even the husband or another repairman if the dryer vent got clogged at some time.
We will return the $300 complainant paid in September 2018 for her yearly maintenance agreement. That $300 plus the money we have spent to repair the ceiling and drain pan is all we will pay. We reject complainant's claims that improper maintenance has been done, and will not pay anything to Legit AC. We feel we have gone above and beyond in our attempt to make complainant happy.