ASAP Air Conditioning & Heating

Review: On December 23,2011 we purchased a York air conditioner 3/1/2 ton from [redacted] who works with ASAP, who Installed the unit. The cost of the unit $3816.75 with a 10year warranty on Compressor and 5 year warranty on parts. On August 4, 2013 we called ASAP because unit wasn’t working When they arrived they said the service charge would be $525 we were in shock over it but felt we needed to have it repaired. We had a bad fan which they put in and then said we could use a booster on it and would prolong the life of the fan. Later after talking to another AC person they said we didn’t need it. Total bill was $725.05. On 6/13/14 we called ASAP not working again. We were told we had a leak and we had to put Freon total cost $342. On 7/23/14 we called ASAP again replaced a filter on did some testing total cost $263.08. Air conditioner is still not working properly as the temperature is running high in our home and the air conditioner does not keep up. We call ASAP again and discovered another filter was plugged. No cost at this time as it wasn’t caught the first time. We are seniors and live on a fixed income and struggle to keep up but with these extra cost we are using what saving we have. We do not understand why this unit keeps breaking down and is not repaired properly.Desired Settlement: York’s air conditioner was not up to standard as we discovered that the filters were plugged with debris and oil which never should have been there if the machine and been tested before York had put it on the market. We feel the cost of repairs and money we put out to keep it running should be reimbursed by York who manufactured the Air Conditioner. Also ASAP should have repaired it correctly and I feel that some of their workers were over charging for their service.

Business

Response:

We did contact [redacted] concerning the matters discussed in his complaint. Customer satisfaction is important to our company and we were not aware of any issues until the complaint was filed. ASAP did install an a/c unit for Mr. [redacted] on 12/23/2011. Our a/c installations come with a one year labor warranty, after the first year units are covered under the manufacturers warranty for parts only. After contacting Mr. [redacted], he stated that his unit has not been functioning properly to this day. We immediately sent out a service technician on 9/24/2014, to inspect Mr. [redacted]'s a/c unit-no charge. Our service technician found Mr. [redacted]'s a/c unit to be working properly, maintaining a temperature of 72 degrees. We did offer a $200.00 refund and a 6 month labor warranty extension to Mr. [redacted] as a good faith effort to maintain customer satisfaction. He declined the offer.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I received a messages from ASAP that they sent to Revdex.com regarding my claim. The temperature of 72 degree which is incorrect the temperature was 80 degree and the air conditioner would not maintain that temperature. My counter offer I would like to make to them is $400 and a one year extension for good faith that it will run correctly during the coming the summer months.

Regards,

Review: ASAP came out to my residence on September 11, 2013 as a response to my phone call for an air conditioner repair. After a short evaluation, it was decided that my unit had a freon leak. They fixed it and replaced $300 worth of freon, and charged $300 for labor (total $600). The next day my unit was still not working. They responded again to my phone call and decided that the issue was really my air handler needing to be replaced for $3000. With such a hefty price tag, I decided to get a second opinion. The next air conditioning company determined what the problem actually was and the part was replaced and my unit no longer had problems. I contacted ASAP and let them know that I was dissatisfied with their original diagnosis. We came to a verbal agreement that $300 would be refunded to me (covering the cost of the labor). I made a second follow up phone call in early October, to no avail. As of December 12, 2013, I still have not received the agreed upon refund.Desired Settlement: a refund of the $300

Review: We ordered a new split heatpump with air handler installed for November of 2012. We later in Jan 0f 2012 has a routine heating and cooling checkup and we learned that they had installed a 2007 unit instead of a new unit and they didn't replace all the electical wires, etc. We had an old type of refrigerant-R22 instead of 410A. I called the owner of comapny and he said it really didn't make any differnce. I beg to differ-Iordered a new unit-not one of 2007. I have not and will not recommend this company to anyone.Desired Settlement: some type of refund would be welcomed

Business

Response:

Mr. [redacted]s unit was purchased brand new in factory box with full factory warranty from date of installation (10/29/2012). We did not replace any electrical wires, they were existing and in working order, wiring was not part of the contract. R-22 refrigerant will be available until 2030, well past the typical life expectancy of any system installed today. Everyone who works here at ASAP has R-22 refrigerant in their homes, it is a good choice for Arizona because pressures are lower, and R-22 units are very reliable. We have had no contact with Mr. [redacted] since November of 2012, we have made several attempts to contact Mr. [redacted] since receipt of this complaint, with no response. I believe this complaint is unfounded, since the unit was purchased brand new, and has always been fully functioning.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: A new air conditioning unit and air handler was installed in my home 06/06/2013. The installation was not completed to standard. The air handler’s drip pan and condensation line failed to be properly installed and in result damaged the ceiling below the pan. The pan and condensation line have been fixed (07/05/2013) but the drywall's water damage is still apparent. A S A P has stated they will send out a drywall technician to resolve this issue for a month. They have cancelled appointments to correct this issue, failed to return calls, and appear to have no desire to stand behind their work and correct the issue they have created due to poor installation.Desired Settlement: I want the drywall repaired to a satisfactory level equal to prior installation of the new unit. I want A S A P Air Conditioning and Heating to stand behind their work and repair the damage to my home their poor installation has created. I want A S A P Air Conditioning and Heating to return calls in a timely manner.

Review: Below is an email I sent to the ASAP company with facts of the situation and my request. Note, Southwest Accommodations has had additional problems with ASAP and said she supports my complaint. Others I have talked to have told me that in no way should a new AC leak multiple times within the first year and that it should be replaced.

• We have owned our condo at [redacted] since it was built about 18 years ago. Southwest Accommodations has been our property manager for the entire 18 years. They contracted with ASAP to install a new AC unit.

• On August 7, 2012, ASAP installed a new A/C unit in our condo. It was used for approximately 1 month in Aug/Sept 2012 and then not again until we listed it in June. Never with any complaints.

• In mid-June 2013, we decided to sell our condo and listed it with [redacted].

• Since then, we have had numerous cooling problems with the unit. It was serviced by ASAP on June 26th, July 8th, July 10th, and July 15th. [redacted] was there during each of the services. The issue was either the AC was not working at all, or there was a significant difference in what the thermostat was set at and the actual temperature in the unit. According to Audrey, on your first visit, the technician added a booster and told her the unit had shut down and couldn’t restart without it. During subsequent visits, he repaired leaks and replaced Freon in the unit. At one point your service Tech indicated that you might have to pull the unit and send it back to the factory…but instead, he kept repairing the leaks. (We don’t have any written reports on the 4 visits, presumably because it was under warranty.)

• Since the July 15th repair, the AC unit appears to be cooling the condo properly.

• On August 6th we had an voicemail message and subsequent letter from our [redacted] . They had been out to our unit to do an inspection due to neighbor complaints about noise and found us out of compliance. (I faxed you a copy of the HOA letter earlier this morning). The essence of it was: “We have received complaints in regard to the loudness of your AC unit. It is making loud noises and causing surrounding neighbors not to be able to sleep. You may want to have your AC checked out as there could be a problem with it, due to the loud noises it is making.” The note goes on to tell us that this must be corrected immediately or further action will be taken against us.

• After receiving this call, and discussing it with [redacted], we decided to call out a different AC company to evaluate the unit (on our own dime). This is a company that [redacted] has used for many years to service the properties she lists.

• The other AC company evaluated the unit on August 8th, 2013. Their report said the unit was low on R-22 Freon (approximately 3-4 pounds). Found 4 leaks that had previously been repaired. They ran a leak check and found 2 new leaks at the condenser lower section near the control panel and service valve. They also noted a very noisy compressor, and said the noise couldn’t be repaired and recommended it be replaced. [redacted] was on site for this service call and I spoke to the owner directly about the findings this morning.

• I called ASAP on Friday August 9th to request a replacement AC unit. A technician from ASAP was sent out to my condo on Monday August 12th . (It was a different person than before). [redacted] met him at the condo. Report was that he found nothing wrong. [redacted] also said it was quieter that day than previous and she wondered herself if it was intermittent. She also said the temperature in the condo has remained stable, which is good news.

• During our discussion this morning, you mentioned that it is very difficult to tell how low a AC unit is on Freon and that since the temperature in the condo is stable, there may not be an additional leak or other problem with temp stability. (Note: It is clear that you have a different opinion than the other company.)

• Given my warranty is up in August and the track record of leakages and the AC not working (as evidenced by the 4 repair calls you made to my condo in June and July and now the HOA complaint about noise which was validated by [redacted] and the other AC company on Aug 8th ). I want to formally request a replacement unit. No work has been done to fix the noise issue, so I have no confidence that it is resolved, and I also have serious concerns about future potential leaks given the summer experience as well.

• In good faith, I need to be able to represent to a prospective buyer that the AC unit is of high quality with no expected future problems. Given this track record, there is no way I can do this.

• You mentioned the possibility of an extended 90 day warranty and your commitment to “make it right”. While an extended warranty would be nice, it will not give me the confidence I need to communicate the situation positively to a prospective buyer.

• You requested a copy of my HOA letter (which I faxed to you) and that you would discuss this with your boss and then get back with me.

ASAP has since installed a blanket on my unit to reduce noise at their expense. I was told by [redacted] at ASAP, that AC's in Arizona just leak and it is not unusual. He also refused to replace the compressor but did agree to extend the warranty for 3 months, although this has not occurred yet. Many others I have spoken to say NEW AC's that are only 1 year old should not leak Freon.Desired Settlement: I want the compressor replaced at no charge to me. I believe it was a lemon and have no confidence that it will reliably cool my condo over time. (This was confirmed by others as well)

By far the worst experience I have EVER had with a company! They installed 2 new AC units (did not check to see if internal equipment in attic was compatible), had to call them the night of install with problems. They were out 9 times in 2 months and NEVER fixed the problem. Had 3 other companies out for 2nd opinions and all were shocked at the job done by ASAP. I had to threaten to file a Revdex.com and Contractors Registry claim in order for them to fix it and still they charged me. Their idea of fixing was to only change out 1 coil when I have 2 units. It is only a matter of time before the other coil fails. Do to their delay, my SRP bill was literally 2 times higher then it had ever been and that was with 15 yr old AC units prior. Communication was horrible. They never called to tell me their techs were not coming or with a time frame even though they said they would. Left me sitting around waiting all day. NEVER do business with this company.

Review: A new air conditioning unit was installed in my mobile home by ASAP in July of 2006. Starting in 2011, I had one major problem each year, totaling $751.76 in repairs. On the final incident (October of 2013), I was charged an additional $115.76 for a tech to visit my home for less than 10 minutes total to tell me that my compressor was bad and I needed a new outside unit. (He never even looked at my inside unit or the thermostat!) He told me the units don't last more than 4 years and they recommend a new unit. This was not acceptable...but I wrote the $115.76 check to get him out of my house. I immediately called ASAP and asked to speak to a manager. A lady asked how she could help. I told her what happened and she told me she needed to get back to me. In the meantime, I called some other companies for a 2nd opinion. The 2nd opinion came in that the compressor was bad. He was here for over an hour looking at the inside and outside unit! Here is the very interesting news...the unit was manufactured in 1999...7 years before it was purchased. He verified the age of the unit by calling [redacted] right in front of me. (While I was dealing with the new company, the lady had called a few times.) After he left, I called the lady back and told her my new findings. She said, well sometimes they sit there. For 7 years??? Come on!! She never offered to refund my $115.76, which made me angrier. I ended up going with a new company to install a new heating and air conditioning unit, inside and outside (because the inside unit was leaking and also bad, which he took the time to show me.) This cost me approximately $5600.00. I talked with ASAP on and off, getting no where. Finally, the lady and I talked several times over several days. She said I will have to put you through to a supervisor because I can't help you. What?? I thought she was a supervisor. Well, the supervisor never called. I am still waiting to hear back from ASAP. This issue needs to be resolved!Desired Settlement: I am looking for a refund for the 10 minute diagnostic, the installation of and the cost of the old unit (since it was misrepresented to the consumer), and a refund on the service calls for the misrepresented unit for a total of $5612.67.

Business

Response:

On 7/2/2006 we did install a new unit at [redacted]. This was and still is under warranty for 10 years (compressor and parts) from date of installation. On 10/7/2013 one of our service technicians was dispatched to [redacted] for a service call. Our technician found that the compressor on the unit needed to be replaced. Because this unit was under warranty from the manufacturer, the compressor was covered. Our technician quoted Ms. [redacted] $1,000.00 for the replacement (labor, freon, and trip charge), we even lowered this amount to $700.00 in subsequent conversations with Ms. [redacted] in an effort to work with her. Ms. [redacted] decided against the repair and paid our technician $115.76 for a diagnostic fee and trip charge, these fees are standard. Ms. [redacted] was informed that $115.76 would be refunded/credited upon the compressor repair. The unit was manufactured in 1999, however it was brand new, never used until it was installed 7/2/2006. This unit was purchased new from [redacted] offers a lifetime compressor warranty on this model from date of installation, when registered, however, the unit was not registered, which qualifies it for a 10 year compressor warranty from date of installation (see attached [redacted] warranty). This unit was installed 7 years ago. This unit was repairable, under warranty and did not need to be replaced.

In January 2013 I bought a 3 1/2 ton package heat pump installed on my roof. When it rained it leaked and water damaged my living room ceiling. I called them to fix it. They came out and said they resealed around the heat pump and sprayed different color on my ceiling. It looked awful. The next time it rained it leaked again and damaged my living room ceiling again. I called them again and someone came out and said they resealed around my heat pump again. [redacted] in the office said they would sent someone out to take care of my ceiling. That was 6 weeks ago and no one ever showed up. I would not recommend this company to anyone.

I was very impressed with the response, quick quote, and same day service I received. Even though the thermostat that came withe the unit was defective, the service people had an old standby one on their truck and I was up and running 6 hours after they arrived. I will definitely recommend you people to others. Thanks.

Review: I'm a Realtor and I've seen a lot of sg things, but this one takes the cake. My elderly client had a new A/C system installed in March 2014. ASAP Air installed an R22 system vs the new EPA compliant systems. They charged over $7000 for the new system and told her she had a 10 year warranty (and wrote it on the paperwork), but that's impossible since R22s have to be completely phased out by 2020. The condenser has a 2007 manufacture date date so the unit was 7 years old when installed. ASAP said it's 'new' because it had never been previously installed. BUT, the install paperwork doesn't match the unit so we don't really know if it was 'new' or not. ASAP also sold my client a maintenance contract for almost $600. They have come to the house, but never went into the attic to check that side of the unit. They have no paperwork showing what they maintained, but there was a leak and damage in the ceiling due to an improper install. ASAP won't cover that damage. My 80-year old dad bought the home a month ago and took possession on Monday (he let the former owner stay for a month). Now the A/C has failed and can't be repaired. The manufacturer says there's no warranty. The Home Warranty company will cover the condenser but since the evaporator isn't broken, they won't cover it (completely understandable because it's not broken.) I called ASAP to ask why they put an R22 system in with the phaseout and they said that what they did was perfectly legal. Perhaps, but it certainly can't be warranted for 10 years due to the EPA phaseout. The Home Warranty is covering the new condenser install, INCLUDING the upgrade to the proper EPA compliant system. My dad will be paying for the new evaporator because you can't upgrade just one side of the unit. Here's the kicker. When my client had her system replaced in 2014, her system at the time was only 6 years old. ASAP told her she needed to upgrade. So their definition of "upgrade" was to replace a 6 year old unit with a 7-year old unit and didn't upgrade the EPA compliance? So WHY did they replace her whole system??? ASAP Air needs to be taken to the Court of public opinion and stopped from doing this to anyone else.

They are a total ripoff company taking advantage of elderly people who trusted them to upgrade an A/C system, when in fact they didn’t upgrade anything at all.Desired Settlement: refund the maintenance contract charge to the original customer. Cover the cost of replacement to the new homeowner since the system has already been paid for once and now has to be paid for again and there is no warranty since they installed an antiquated system and called it 'new'.

I had been limping along for 2 years with a broken 25 year old upstairs zone 2.5 ton heat pump, and a kludged in (purchased used) hobbled together downstairs AC only. Both systems were running the R22 refrigerant so any service call was pricey. When I started looking for HVAC systems to replace my units with, the cost was completely out of reach (downstairs alone was over $12K from sears). I was finally recommended to ASAP while purchasing parts to (yet again) fix my faulty 2.5 ton unit. The referral was from [redacted] in [redacted].

I do not know how they did it, but they came in UNDER the [redacted] quote for BOTH upstairs and downstairs, with all parts included including the outside heat pumps and garage & attic air handlers, including installation, and it was for name brand HVAC units ([redacted]).

The installation crew was very careful with my home, very courteous, explained everything they were doing, and even managed to remove TWO (not just one) old air handlers from my attic (that other companies said they'd need to cut a hole in the ceiling to get them out). The installation was meticulous, including a total cleanup and removal of old parts, and the units work FABULOUS. What a relief - and quite a bit quieter too.

I could not give ASAP a higher recommendation; they are the real deal, they know what they are doing, and they're not lining their pockets doing it with huge markups.

I required significant repair to an air handler and structural damage repair to some trusses from a prior installation of the air handler in the attic. ASAP came out immediately to diagnose the problem and was able to repair the air handler right away. The owner, Wayne, was the person who worked with me and even sent out a framer at no expense to repair the damage to the attic trusses. I was very pleased working with staff, Wayne, and his assistant in making sure that my air conditioning worked correctly. Everything works well now and I am very grateful for the services ASAP rendered.