ComplaintsforGeorge Brazil Air Conditioning & Heating

• Initial Complaint

  08/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I Purchased a New A/C unit 8 years ago and it has broken down 13 time as of today and in the Arizona heat it not good for my family and pets and they can't make it th same day we need to wait 24 hours our old unit was 30 years old and didn't break this many times in 30 years . 8 months ago they put a new compressor new blower motor and a new blower wheel 2 months ago the freon line broke this ac unit is a lemon

  

  Business response

  08/26/2024

  Good Morning,

  This complaint was left for the wrong business. This BBB page is for George Brazil PLUMBING & ELECTRICAL. We are a separate entity from George Brazil Heating and Air Conditioning. This complaint should be removed from this business, please and thank you!! 

  *********************

   

  Customer response

  08/26/2024

  it's  Actually the same owners

  

  Business response

  08/27/2024

  We are two separate entities with two separate owners. BBB, please check the company files as this is a common misunderstanding for customers. We try every effort to share with customers we are two separate entities both with a DBA of George Brazil. We completely understand the confusion but unfortunately, we cannot address this issue because we were not the company to provide service. 

  

  Business response

  09/05/2024

  8/22/24 1:13 PM cwilson: I just spoke with this customer regarding the last warranty request which was ultimately canceled since the customers didn't want to wait in a hot home with pets and children until next day service.
  

       He also filed a BBB complaint but I advised that was with the wrong company and if he still wished to have them involved, to make sure it was with GB HVAC and that would be directed straight to myself to resolve.
       ***** believes he's had 13 separate failures on this unit.. The only actual failures I've seen other than a couple workmanship fixes were recent: capacitory, **** and the leak repair being most recent.. He's adamant that the cap has been changed a handful of times as well as fuses. We discussed some of the repairs and I explained that these failures aren't as uncommon as most people come to expect since they are comparing to their older units that were over 20yrs old. He isn't happy that this is to be expected more often as the unit gets older and is contemplating purchasing a new system and possibly with someone else, but I advised he still has warranty and not to rush into having another system put in for just these reasons because we see the same problems with units across the valley regardless of company and brand. He's going to think about it, he seemed a bit busy as I believe he was also working, but he has my contact info should he have any other questions, concerns, etc. He has not decided on having us back out for his down unit at this time.  (CBW)

• Initial Complaint

  08/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  A York A/C unit in my house installed by George Brazil (GB) broke in April 2024. GB made 5+ visits, unsuccessfully attempting to fix it. Once GB determined they couldn't fix it and would need to honor the warranty by replacing the unit, they stopped communicating. GB sent an employee on July 16 to collect the information necessary to "file a form" with York. Nothing but excuses from ***** at ** since then. "***** will call you back." ***** has not. York said as of August 6, they have not heard from ** on the matter. I want the unit replaced immediately. We have suffered through the summer.

  

  Business response

  10/02/2024

  I apologize for the late reply. I suffered an unfortunate injury in July where I ruptured my achilles tendon and needed to have surgery. Today is my first day back in the office. On August 09, one of our Service Managers/Technical Trainer, ***, went out to this home to collect the necessary information to have this System replaced. On August 13, we replaced the equipment per the customer's request. It doesn't appear to have had any issues since. 

  Customer response

  10/02/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  **** S ******
  
   
  

• Initial Complaint

  07/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In my last filing I wrote wife works at home un professional. But ran out of words then noticed what I wrote it was meant to say wife works at home and the companies actions are unprofetional

  

  Business response

  07/16/2024

  I reached out to ************** regarding his recent visits and issues this morning. I was actually unaware of this filed complaint until now.

  We spoke about all the recent visits (9visits) and issues that have occurred since we performed an annual maintenance in the beginning of April. We both agreed that the number of visits and the real issues at hand could have and should have been resolved much sooner and likely would've prevented their frustrations during this debacle. As of now, since the most recent repair on 7/13, the unit hasn't had an issue maintaining their desired temp, which is great. But I advised ****** that of notes I've seen in the past since install, I've noticed a pattern of preventable calls dealing with his low voltage, particularly the thermostat wire. The current condition of the thermostat wire, which is pre-existing and not covered under warranty, is in very poor condition but there aren't any notes of technician's bringing this up to ************** in my records.. So, after chatting with him, I advised that I'd just like to prevent it from becoming another issue, replacing the tstat wire free of charge. 

• Initial Complaint

  07/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This situation started last year when I contacted George Brazil about inspecting and fixing my AC unit. Initially, they had it fixed and it was up and running. However, this is where things started to spiral as I had to call them back every other month it seemed like. Repairs had to be done on the things they had supposedly fixed already, and each visit led to a shorter period before the next. Appointments and time frames were not kept, and my family and I were left with a hothouse and broken AC. Now, I've placed my call on a Sunday afternoon and have been given the run-around and empty promises of something being done, communication has not been there, asking for a manager gets brushed off and no one seems to know what the h*** is going on. Senior technicians were supposed to be there but they never showed up, instead, we got entry-level warranty techs who showed up, were unable to fix the issue or properly diagnose it, not put back on the schedule for a technician to come out, and no communication again on what is going on. I've called multiple times and keep getting the same run around that they are busy and it's a part issue. $100/night hotel stay to be reimbursed after the fact is offered, but having a family of 5 and a wife that works from home and has her office set up in the house, $100/night does **** s*** We have paid thousands to this company to get nothing in return. We supposedly have priority in their VIP maintenance program, but we don't get what we pay for. It is now Tuesday, more than 48 hours since I called them, and still no solution to our issue they wanted to push us out until Friday until I made a fuss and they somehow managed to make it so it will happen on Wednesday, which was supposed to be first thing in the morning and now, I just received a call saying it might not be until later in the morning, more towards the afternoon. I want someone held accountable for what they have done and people to know about this.

  

  Business response

  07/16/2024

  We are currently working on a resolution for this complaint. Apologies for the delay. 

• Initial Complaint

  10/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  So we got a loan and had George Brazil install a ac. The loan agent from the company along with several customer Service reps all reassured us that if we paid down some of the loan we could add more to it for more work This is a flat out lie Not only did they do the work before verifying this was the case but after several phone calls we were told that was incorrect Even the guy working on our house said he thought that was a option as well.This is classic bait and switch. They drained out savings with this cute little move and now I am in the hole 750 for work I thought would be covered.Do not trust them period this is unacceptable business practices

  

  Business response

  10/31/2023

  Reached out to ***************** but she was at work so she had **************** reach out to me. We spoke about the recent frustrations in paying for a repair they thought they would be able to add onto their existing account they used to finance their new Heat Pump system they purchased August 2022. Unfortunately, the financing company only allows additional projects to be added to the existing account up to ******* after the *************. They would have had to apply for another loan if they wished to use financing to pay for the repair just performed which they did not want to go through that process again. 
  I let *******, ****************, know that I apologize for any confusion, inconvenience, and frustration this has caused and that I will look deeper into what occurred here and furthermore try to prevent something like this from happening again due to miscommunication. 
  

• Initial Complaint

  08/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Item #1 In 2022, we made the decision to replace our two ten-year-old air conditioners at our house, including new line sets, blowers and furnace, additional insulation, and the ten-year worry-free parts and labor warranty, all to avoid issues when its hot. These two air conditions are top-of-the-line York HMH7 Horizontal Discharge Variable Speed units. Total cost: $39,631.On Thursday, August 24, 2023, the four-ton unit was set at 77 degrees, and we noticed the actual temperature was 83 degrees at 6:00 p.m. When we checked the condenser outside, there appeared to be a significant amount of an oily substance at the base of the unit on the pad. The unit was running at a very low speed.George Brazil stated the earliest available technician would be out the next day, Friday evening, between 3:00 to 7:00 p.m. Friday, we received a call from the technician to service the unit was overcome by the heat and would not be out. They rescheduled for Saturday, August 26, 2023, between 8:00 a.m. and 12 noon.As my frustration grew, I spoke with ***** on the quality assurance team. Since I believed the oily substance to be refrigerant coming from the unit, I stated to ***** we had turned the unit off as it may not be good to run without refrigerant. ***** instructed me to turn the unit back on since the technician will need to see the error codes from the unit, and turning it off would erase the data. He also stated the problem may be the condensate pan trip switch, as they have had numerous calls for blocked condensate lines.I turned the unit back on and waited.As Platinum Members, we also receive priority dispatching, which is not the case. As I write this letter on Saturday morning, August 26, 2023, I am waiting for the service technician from my original call to George Brazil on Thursday evening, August 24, 2023, to service the air conditioners purchased less than 14 months ago.****, the service technician, finally arrived at about 9:30 a.m. and confirmed the substance was refrigerant due to a break in the copper coil distribution line, and also stated this was a result of a manufacturing defect. He also stated that the compressor failed since the unit was continuing to run at the direction of ***** on the quality assurance team.The forecasted temperature for the next three days is 110, 115, and *********************************** George Brazil to provide my family and me with a fair return on my investment and to live up to the promises they have made and continue to advertise. One of the most significant issues with the company is its management by committee style. There is no one person to accept responsibility and accountability for my situation. When I call to follow up on my issues, as I will have to do next week, ensuring parts are ordered and expedited, I am at the mercy of the person answering the phone. There is apparently no manager or senior person to be my contact or handle my issue.On to item two, the other air conditioner that works most of the time.Item #2 On July 20, 2023, we purchased a new Rheem heat pump unit for the casita to replace that ten-year-old unit. It was installed on July 21, 2023, costing $14,000.The Installers could not get the unit to cool sufficiently, so a senior tech was requested for follow-up service on July 25, 2023. The service on this day determined the airflow rate was set to low, and there was not enough refrigerant. Additionally, the blower unit was not sealed properly. Seemingly, basic HVAC knowledge was perplexing for the original installers.Since then, the Rheem heat pump has randomly stopped running on three occasions. Eventually, we can get it to turn back on, but another open issue for the Platinum Members in ******, *******. We have a follow-up visit scheduled for this coming Tuesday.

  

  Business response

  10/02/2023

  Due to the ***** being just over 1year old, the distributor agreed to give us a replacement condenser for ****************** rather than replacing an OD Coil and Compressor. Unfortunately, we had to wait until September 02 for the equipment to be readily available. Since then, I have followed up with the customer to ensure all has been working well. As for the newly installed "pancake system," following repairs by one of our senior techs, all has been running well but there is still one item the customer would like us to address. When the unit was installed, the customer was told we would be replacing the door/frame for the unit sitting inside his ceiling to make changing his filters easier. We have found a resolution and my team tried to reach out to ****************** to schedule this on 9/28 and left a voicemail. I will try calling him tomorrow if we haven't heard back from him today. 

  Customer response

  10/02/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution has finally been resolved.
  
  
  ***********************
  
   
  

• Initial Complaint

  08/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Predatory Sales, Unknowledgeable technicians, no management follow up and 100% Satisfaction Guaranteed is total BS. Their tech came out and said I needed all new dampers. Having no knowledge of **** units, we were led to believe that this was the solution. He also sold us a maintenance plan and 10-year labor plan as it would basically be free for the install as they wouldnt charge us the labor. The next day 2 installers came to replace all 4 dampers for the two **** units we had. They were there for a relatively short period of time and said the work was complete but they never turned the units on or tested. When we turned the units on, we still had the same problem. I called they office and asked to speak to a manager and was told no one was available but they would send another technician to the house and a manager would call me when available. I also told them to cancel the maintenance plan and labor agreement immediately and issue a full refund.The next day a new GB tech came out and said the installers didnt know what they were doing and the same damper was still broken and he didnt have another one and needed to order 1. He also said the **** unit was wired wrong 2 years ago, which didnt make sense because it had worked properly for 2 years and he rewired that control board. He advised that we should call another company to resolve the problem since GB had failed on 3 attempts. After he left, not only was the initial issue still not fixed, but now the other zone that cooled our master bedroom did not work. I called another company and they said that we didnt need 4 new dampers and GB tech re-wired the control board wrong. That is why the master bedroom zone stopped working. The other company fixed the ** and issues GB caused(attached). To date a manager has never called me and they have not refunded our money. I did get a call 2 weeks later that the new part was in, but they were scheduling 2-3 weeks out to fix the problem they caused.

  

  Business response

  10/02/2023

  Per the customer's request, we did not charge for any of the work performed as it did not solve his problem and was dissatisfied with our services. 

• Initial Complaint

  08/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The problem is with the *** ** unit not cooling. Technician ***** was dispatched to address the problem on 5/24/23. In his description, R410 low. Leak at copper condenser coil. Branch tube to cap tube leaking. Recover remaining R410. Repair and rebrace all tube connections. Repair copper coil leakfill R410 8 lbs. On 7/13/23, a systems maintenance was performed on all 3 units. (Later that same day, I reported that the downstairs unit was blowing hot air. Technician came out on 7/17/23 and it was due to a burnt out contactor which he replaced at a cost $469.00.) On 7/20/23, there was no cool air in the *** unit AGAIN, and were told that there is no technician available until August 3, 2023. Technician **** came on 8/3/23 and determined the coil needs to be replaced and placed an order for coil and added 5 lbs of RW. The office let us know coil would be in August 15, 2023. On 8/15/23, coil has not arrived. Today, 8/16/23 at ****, I made a call to the office inquiring on the coil and was told there is no coil available because they dont carry spare parts; they order from manufacturer as needed. Now, they dont even know when the coil will arrive. These ** units were sold and installed by George Brazil. We have a 3-year service/maintenance agreement which we gladly renew each time. Cost: $681.00. George Brazil performs maintenance on the units regularly. I did verify that the purpose of maintenance is to diagnose and identify potential issues with the ** units before they become real problems. It is quite obvious that the coil in the *** unit has been identified as problematic back in May 2023 and should have been replaced. My complaint is two-fold 1) Very frustrated because Ive exercised due patience waiting for 4 weeks and the best George Brazil can tell me is we will contact you when the part arrives. 2) Maintenance isnt serving its purpose: on 7/13/23, burnt out contactor (downstairs) and faulty/leaky coil (***) shouldve been identified.

  

  Business response

  08/18/2023

  The parts needed to get this system back up and running properly were received and confirmed on August 16, the evening prior to this filed complaint. We were able to schedule this part for this morning, August 18. The customer was called upon completion of the job to ensure everything went smoothly and his 3rd system is cooling again. Thank You. 

  Customer response

  08/19/2023

  First, we got notified 8/17/23 at 11am that a crew would come and fix the ** tomorrow morning 8/17/23. On Friday, 8/18/23, George Brazil tech showed up at ****am. I asked if he has the part and he said another tech is bringing it in from *******. At ****, tech arrives with part (coil) to fix **. While I was home, they managed to remove defective coil, and was underway of installing the new coil. At ****, the crew had left, air blowing but no cold air. At ****, ******* was on the phone with George Brazil and was told that it takes awhile to cool down and that they would be back at 9pm to check out the unit. At 915pm, 8/18/23, two techs/truck arrived and eventually determined that compressor is the problem; no idea if compressor is in warehouse; would call on Monday, 8/21/23, to let us know when part would be available. 
  08/18/23 2138(938pm) ** is NOT FIXED. 

  

  Business response

  10/02/2023

  Following a compressor replacement on September 07, we have been out to adjust the refrigerant charge. We set up a follow up inspection two weeks from that adjustment to check on the performance of the system as well as verifying no other adjustments to the refrigerant system. I followed up with a phone call myself on September 29th to make sure all had been finally resolved. ****************** said everything was "so far so good" and I advised that if he had any issues of course he should call us right away. But we really appreciate his patience with us. We understand that having ongoing issues is extremely frustrating for him. We are all just glad everything is running well now. 

• Initial Complaint

  07/31/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  This is a continued complaint from last week, as there has been activity with no approriate result. George Brazil replaced part for air conditioner telling me I would see significant temperature differential in 2 hours. My house has only cooled to 89 degrees from 90. They now tell me they need to replace 3 other parts which will be in and repaired by next week sometime. I am 84 years old and my wife os 80 with health issues, and this is causing continued stress and exhaustion since 7/17 when it all started. The direct contact i was provided, service manager med *****, is no longer accepting my calls, as I was told he is no longer employed with George Brazil. Please help me get back home with appropriate cooling.

• Initial Complaint

  07/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 1/20,21, I purchased a York HVAC through George Brazil for $14,200.00 with all the bells and whistles. The York Split A/C Unit, the Heat Pump, and Remote Outdoor Unit-Air-Source;Two years into our purchase and the A/C unit has not worked properly since purchase. Excessive number of service calls over this 2 year period of time and George Brazil has had added 47lbs Freon. 1/22/2021 Tune up 1/28/2021 come back 1/30/2021 Installation Date 2/4/2021 (new unit)Coil M Coil S 2/12/2021 Not Heating Removed 2 lbs of 410A (No Heat)2/20/2021 Quality Inspection assisted customer with APP 7/5/2021 Soft lockout due to EEV being wide open Unit Low added Freon Could not find leak at the time of service come back Set up quality inspection for 2 weeks 8/8/2021 A/C not cooling (EEValve Defective)Unable to force open for temperature cooling Ordered parts come back Notified Manager to contact clients 8/10/2021 (On Going Issue), Replaced entire cased coils Included EEV (Electronic Expansion Valve)EEV (Control and all applicable censors pertaining to)Charge system with R410R 18lbs and 9oz Resealed system Reinstall Trim at attic access 8/11/2021 A/C not cooling family into a hotel 8/9/2021 - 8/10/2021 (because of the heat and having an infant with medical needs necessitated the stay, 9/19/2021. We purchased a temporary mini A/C portable unit 8/22/2022 Temperature not cooling ********* cutting out before cycle is over Module defective Motor defective Motor and Module ordered 5/17/2023 Unit not cooling Found Freon Leak out of condenser Suction line brazed (repaired)Refilled R410A 20lbs 7/15/2023 No Cool and are still waiting for communication 14 days later Found system was off on low suction pressure Conducted a leak check unable to locate leak at the time Charged system with R410A .9lbs Found faulty ******** Core another service call. The unit is defective and GB continues to bandaid the issue instead of contacting the manufacturer, who still hasnt been called.

  

  Business response

  08/11/2023

  The Condensing unit was replaced as of August 02, 2023, and has since been running well. I have also spoken with **** to advise I am happy to hear all is running well and that one of my technicians and I will be following up to go through the entirety of the system including his ductwork to ensure that all is in proper order to optimize the performance of the system. 

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩