ComplaintsforPalm Bay Air & Heat, Inc.

• Initial Complaint

  05/31/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Date: On 5/21/24 I paid a total of $2500 for company to repair my HVAC System. Complaint: Palm Bay Air and Heat misdiagnosed the issue with my HVAC System and did not resolve issue but was paid. They refuse to refund my money even though I have sent them a copy of the Invoice from another company I had to hire to fix my HVAC System. Actions: Attempted to resolve with *** (the manager) with no success. Company claimed I needed a Condenser Coil. I had to hire another company (Diversified Cooling and ************* and pay them an additional $1990 to repair my HVAC System correctly on 5/29/24. Palm Bay Air and Heat will not refund my money. Per Diversified Cooling and Heating, I needed an Evaporator Coil only. I paid Palm Bay Air and Heat $2500 and still ended up with Freon leaking and an inoperable HVAC System AFTER they completed their work. I was displaced from my home for 2 weeks due to their error. Palm Bay Air and Heat never recommend an Evaporator Coil or diagnosed this as an issue when company initially came to my home. Company lacks integrity and does not perform quality work. I was advised on 5/28/24 that manager would return my call and I have not received a call in days. Company doesnt follow through with what they say and is a scam. Company: ************************** DBA A-BEST AIR FORMERLY KNOWN AS PALM BAY AIR AND HEAT. Request: Full refund in the amount of $2500.

  Business response

  06/03/2024

  We are responding even though we are not part of BBB and nor obligated.
  
  Thank you for sharing the details from Diversified Cooling from our response to your review from today.
  
  Upon reviewing your account with ***, whom you seem interacting for the issues, it shows that your condenser coil was leaking and so was suggested to have it replaced as that part cannot be repaired.  You agreed on being your system was out of warranty and then it was ordered and replaced.
  
  *** is in this industry for over 20+ years and he has always been honest to customers and so recommending what is right for customers.
  
  From his visit, *** also mentioned that you probably dont want to spend mor money on coil as your system has aged out and this fix may work for few days to few months then you would be spending more money to replace the system.
  
  *** is also confirming that next when you called again then they found leak from Evap coil and was also ordered to be replaced.  He advised office staff to discount but then it seems you have already have it replaced by another company.  Again, we are not sure and neither that company can give you guarantee that this fix would last for how long?
  
  In this case we have done everything correctly with honesty.
  
  To satisfy your concern, we can offer you 1 year maintenance plan free.  This means we come out to your home twice a year and do all possible preventive maintenance.  
  
  Please note that during this visit if we found a part to be replaced or refrigerant to be filled then there will be cost but we will also offer discount all such.
  
  Again, we hope you understand.

  Customer response

  06/03/2024

   
  Complaint: 21785135
  
  I am rejecting this response because:

  1. Company failed to diagnose the Evaporator ********* during the initial appointment thus failing to diagnose the **** system issue. It was not the Condenser Coil that was causing the issue with **** system. 
  2. Company continued to ignore my repeated phone calls and messages and did not return calls to discuss the Evaporator Coil leak and/or parts as I was told company would do. 
  3. As a result of company failing to return phone calls and advise on Evaporator Coil leak and/or parts, I was forced to call another company, Diversified Cooling and ************** to diagnose the issue and repair **** system correctly.

  
  Sincerely,
  
  ***********************

  Customer response

  06/03/2024

  During *** of Palm Bay Air and Heats (PBAH) initial visit on 5/15/24, he did not use the proper equipment, i.e., the leak detector test, to properly identify the problem. Rather, he relied on his expertise to diagnose the issue which failed me. As a result, he has stolen $2500 from me because he repaired something that was never the issue and was not properly diagnosed from the start. Two men from PBAH came to my home on May 24, 2024, and brought the leak detection equipment with them then which detected the Evaporator Coil as the issue. It was not until after I paid $2500 that PBAH used the proper equipment to detect the issue. Therefore, I am owed $2500 back.

  Business response

  06/04/2024

  We are sorry to hear about customer's rejection.  Please close this incident as we have not done anything wrong and we cannot do anything else and have tried to do needful.  Sorry

  Customer response

  06/05/2024

   
  Complaint: 21785135
  
  I am rejecting this response because:
  
  Palm Bay Air and Heat failed to properly diagnose my HVAC system on their initial visit on 5/15/24. The technician did not use the proper leak detector test to determine where the leak was originating. As a result, they stole $2500 from me, did not properly repair my HVAC system, and I had to pay another company $1990 to properly repair my HVAC system. This company has not resolved my issues after several attempts. I am requesting a full refund in the amount of $2500 from Palm Bay Air and Heat.
  

  No further communication and/or response is needed from Palm Bay Air and Heat via the Better Business Bureau (BBB).
  
  Sincerely,
  
  ***********************

• Initial Complaint

  04/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  False Advertisement!!4/17/24 contact PB heat & air for service call. We have an extended warranty for parts and labor on AC unit they installed. Told they changed ownership a few months back, and it would be $72.00 service fee paid before they would come out! All of their advertisement on trucks and FB state $19 Service call w/repair! I was told we would be First appt in am as we were located close by. Called at 9am and told we are on a float list. That means a technician can show up anytime between 9-5. If i wanted a set time frame it would be addl charge of $50+$72=$122.00.After going back and forth with Manager *** he agreed to be out with tech by 945am. No addtl $50. Prior to any service i still had to pay $72 Service Fee, although the trucks all say $19 Service Fee w/repair. Photo attached.If its under new ownership they should have to honor the advertised price until they make the corrections! I feel we should not pay more than $19 Service Fee as Advertised on their trucks and Face Book Page.

  Business response

  04/19/2024

  Good morning,
  We are sorry about your interpretation on extended warranty and service call fee.  Please note that you may have extended warranty but that is only for parts from manufacturer and not for labor or service call.  First, when you called us for service we did clarify about our new pricing for service calls and options.  Then you decided to accept our new terms and conditions and so based on our explanation we sent out our technician to diagnose the issue.  We found a defective part that requires warranty processing fee.  You paid $72 in total that includes the warranty fee leaving service call charge of $22.  It is very unfortunate that we have to increase our service fees due to rising cost like everyone else.  The trucks are old and pricing are from COVID days and we cannot afford to reimage all vehicles at the same time due to again serious cost.  Again, we apologize but sorry to say that we cannot afford at that rate anymore and it's not a false advertisement s it's the market.  We thank you for your understanding and business.  Please close this incident.

• Initial Complaint

  12/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On *****, we had our last service call for cooler repair, (coil,). The technician, (*****), gave us an invoice for $227.50, after calling the office to check on charges. He told them no additional freeon was needed and he was instructed to charge that **** Two days later I called my **** and saw that $360. was charged by pbair. I called the office and spoke with ******, ***** and many calls later, after I was told ****** would call me, she has not...I e mailed ****, (owner), who replied he would get the issue resolved by tomorrow. I have since e mailed him x 3, no response. I have the invoice authorizing them to charge $227...not $360. I also feel it has been very sloppy business practice to treat a customer this way.

  Customer response

  12/22/2023

     We want P.B. Air + heat to pay back $132. (The amount difference between the invoice of ***** and the amount our card was charged).  We still have heard nothing.  ****************

  Customer response

  12/26/2023

  When will this be addressed and resolved?  We have heard nothing from PB air + heat!

  Business response

  01/09/2024

  Hello

  I am new general manager of the company and now taking over customer concerns.  

  We care about all of our valued customers who puts trust and confidence in us.

  I greatly appreciate your patience in dealing with such and I truly apologize if we have not discussed and resolved this matter in time.

  Please allow me to personally get back to customer by this Friday and respond after that.

   

  Thak you,

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

  Customer response

  01/18/2024

   
  Complaint: 21005986
  
  I am rejecting this response because:
  I did not hear from ************** as he promised...have heard nothing and feel they fraudulently charged my **** $360. when they invoiced us $227. Do I contact PB air + heat now?
  Sincerely,
  
  *****************************

  Business response

  01/18/2024

  Hello

  I am very sorry and I apologize as I am very very sick and have not been to office to be on top of my duties. 

  But, as far as I know the appropriate refund was issued to you on 1/11/24.

  Please check your statement and call us tomorrow morning after 10:00 AM.

  Again, we apologize for taking it so long.

  Customer response

  01/19/2024

   
  Complaint: 21005986
  
  I am rejecting this response because:
  I just checked my **** and no credit was issued, nor have we received any refund. Thank you
  Sincerely,
  
  *****************************

  Business response

  01/19/2024

  Again, we apologize for such delay.  I am putting myself in your shoe and so I just forced office to take care of refund.

  Following is the message I have from office.

  "The refund was just done this past few minutes (*** did it), the refund receipt is attached.
  ***** called client and spoke to **************** and advised the refund was processed today and that the credit will appear on her statement within a couple business days.***************** seemed happy with that."

  I hope this satisfies and help to close this matter.  BBB please close this and confirm closure.

   

  Thank you,
  *************

  Customer response

  01/21/2024

     We want to thank BBB for helping us get this resolved.  We don't feel it ever would have been settled without your assistance.

  Thank you,

  *** + *****************************

  Customer response

  01/21/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  09/07/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  beginning of June, I had palm bay air &heat do repairs on ac. They could not finish due to not having a part. Upon leaving the tech said it would be ordered and was under warranty. Also that it would take about 2 weeks. now 3 months later and after multiple calls not returned along with the excuse that the part has not come in, I contacted the ******* ****. and was told that palm bay should call them to authorize a replacement unit. I called 3 more times with excuses that personnel was out and would call back. never happened. I contacted ******* again and they got the same treatment from palm bay air. ******* has started bbb complaints and has been trying to assist me in this issue. I desire that palm bay air & heat replace the air handler unit asap with a comparable unit and lose their business license. I am not the only one who has had this treatment from this company. They themselves have admitted that other costumers have had the same problems. Along with this, my wife is on social security disabled with MS and heat will cause health problems for her. My electric bills have gone from less than 200 to $450/ month mostly from the lack of air conditioning.

  Business response

  09/18/2023

  We are sorry to hear that you had issues with your unit. You may be reaching out to the wrong department for ******* as we work very closely with our distributors. In order to have your system repaired we must wait for delivery, which can take weeks to months, along with any issues that may arise within each company. We have spoken to ******* multiple times about your parts as we touch base with our distributors on a daily/weekly bases on multiple different customers who are waiting for parts as well. At no time did ******* mention or would recommend a replacement air handle for a part that once received would be replaceable. If you would like for us to continue to provide you service, we are willing to do so once the part has arrived and scheduled. You do have the option to contact any registered air conditioning company that will process a warranty call if you would like. When you call our company, unfortunately you will receive the same response (We will contact you when your part arrives to have it scheduled) only until we receive the part because like we stated that we stay in close contact and get daily/weekly updates on parts. We understand that it is hot outside and thank you for your Patience.

  Business response

  09/20/2023

  We are sorry to hear that you have rejected our response. Unfortunately this service that was rendered does not warrant any type of refund as this would have to be paid for any company that did the repair. The diagnosis was correct for the txv that was found when the system was opened. Supply houses are different for each vendor, so we are glad to hear that you were able to get your issue solved with a less busier company than ours. Our prices are kept low, this is how we are so busy compared to our competitors as this is why they charge more for service and repairs. We are glad to hear that your system is up and running. We wish you the best of luck with your system. 

  Customer response

  09/23/2023

  
  Complaint: ********
  
  I am rejecting this response because: I could find a part within 5 days that they said was bad. the new business looked at the unit and found nothing wrong with the part that was originally diagnosed wrong. I witnessed the repairs done by both companies and saw that palm bay air & heat never looked at the part in the system.  It looks like palm bay air and heat will not take responsibility for their actions of lies and inferior work . I do not believe they will willingly refund my bill. Unless there is a way to force them,  I will not continue with this action. I do want a black mark on their company so other people will know that they are an inferior company and not to use them because they are not honorable.      
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  08/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I hired this company to install a new air conditioning in my house, they charged me $6,500 for the installation and the unit. The next day I had to call them because the ac wasn’t cooling.. Every day for a week they have sent a technician to check and nobody knows how to fix what they have done. We have tried to contact the owner to put in new equipment or refund our money and he do not respond to our calls nor make an appearance when I visit their office. It is outrageous that companies like this are businesses established in our community solely looking to make money without the slightest respect for the customer.

  Business response

  09/18/2023

  We did install the unit (it was done properly) and also added a duct line with a drop to an enclosed garage room but the old plenum was not sufficient enough to handle the new systems air flow from the previous design. We did return free of charge and modified the plenum again free of charge to make the customer satisfied. Even after the customers son decided to hold large signs outside our business trying to divert other customers. This complaint does not warrant any type of refund.

  Customer response

  09/19/2023

  
  Complaint: ********  
  I am rejecting this response because: They were paid to install a new A/C system. The new A/C systems’ thermostat continues to blow for hours on end and does not read the temperature correctly. In turn costing more money each and everyday. About 4 out of the 5 times they came they did absolutely nothing to resolve the issue.

  
  Sincerely,
  
  ****** *******

  Business response

  09/21/2023

  Also, Let it be known that you have 60 days after installation to have our company return for a Pre-inspection and then Final Inspection with the city to avoid a lien placed by the city for failure to pass and close out the open permit on the location.. 

• Initial Complaint

  07/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Hello my name is ******** ******** advocating for my senior father ********* ******** in an attempt to get cooperation from Palm Bay Air & Heat to complete the job as agreed and paid for. The installation was "done" on 5/15/2023 where PBAH advised us that the job was completed to code and they collected the last half of payment in full from my father via cashiers check. I have attached the agreement from PBAH and proof of payments - all circled in attached image. We paid a total of $6,085 for the new unit and hundreds of dollars prior in service calls and repairs - shown in attached image. I have attached a call log from my cell phone company showing the 20+ calls made just from me alone after the supposed "installation date" where I was seeking answers around when the installation would truly be complete and up to code to pass the final city inspection. I have added to the call log some details around the nature of each call to demonstrate the lying, gas lighting and runaround we have been given all to avoid the completion of the a/c installation as agreed. I have also attempted to reach them by email and my father has also attempted to get cooperation - all with no success. The evidence provided presents as proof that Palm Bay Air & Heat refuses to complete the job as agreed and has provided us with no indication or intent of doing so. After 53 days with no success, I am reaching out as my father needs your assistance getting this job completed. Unfortunately we have reached extreme levels of stress, frustration and mental exhaustion caused by PBAH. All we are seeking is that this job be completed as promised/paid for. Completed is defined as full air conditioning replacement installed properly according to city code specifications so that it passes final inspection. This includes proper breaker amperage, correct model installed and accurate paperwork provided to city inspector and a passed final inspection by the city of West Melbourne. Thank you for your time.

  Business response

  08/18/2023

  Hello,

  Please let it be noted that the permit for this property has been finalized and passed per code. If there is anything else, feel free to contact us.

  Thank you!

  Palm Bay Air and Heat Inc.

  Customer response

  08/22/2023

  
  Better Business Bureau:
  
  I have taken care of this matter in reference to complaint I'D ******** myself and no resolution was provided by the business. I fixed the issue myself and have closed this case. 
  
  Sincerely,
  
  ********* ********

• Initial Complaint

  10/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased an AC unit on our roof about 6 months ago, it is not working, it is possibly an electrical issue that could cause a fire and they will not come out to fix it without us paying in cash because they fell through our roof and we filed a complaint with our***** Company because they would not repair it after waiting for them 3 months. Now I am forced to hire someone else to correct their work to keep from a possible fire starting from their shotty work They should be made to make repair immediately or pay for it. It is their issue and should be warranted.

  Business response

  01/06/2023

  Business Response /* (1000, 10, 2022/11/23) */ ON 5/30/2022 WE WERE CONTACTED BY MR. ****** TO DO A RE-INSTALL OF HIS PACKAGE UNIT ON THE ROOF TOP DUE TO HIS ROOFERS NEEDING TO REDO THE ROOF WHERE THE PACKAGE UNIT WAS. WE WERE ASKED TO REMOVE THE PACKAGE UNIT OFF THE STAND AND MOVED OVER TO THE OTHER SIDE OF THE ROOF. WHEN THE ROOFERS WERE DONE, WE WERE TO MOVE THE UNIT BACK OVER ONTO THE STAND AND RE-INSTALL. WHICH INCLUDED REBUILDING THE DUCT BOARD BOX THAT ATTACHED FROM THE UNIT TO THE ROOF. WE GAVE A FAIR PRICE OF $1475 AND MR. ****** AGREED, GIVING US A DOWN PAYMENT USING HIS CREDIT CARD. $650+$25 (4% CONVIENCE FEE). ON JUNE 1ST, WHEN THE JOB WAS COMPLETED THE REMIAINING BALANCE DUE WAS $850 +$34 (4% CONVIENCE FEE) WAS ONCE AGAIN AGREED AND HIS CREDIT CARD WAS CHARGE. DURING THE JOB, ONE OF THE WORKERS STEPPED ONTO A SOFT SPOT ON THE ROOF, WHICH IS WHY THE ROOFERS WERE THERE AND PUT A HOLE IN THE CEILING OF MR. ****** BATHROOM. THE ROOFERS WERE CONTRACTED TO DO THE ROOF WORK. WE OFFERED TO DO A CLAIM THROUGH OUR INSURANCE COMPANY TO HAVE THE HOLE REPAIRED EVEN THOUGH THAT SHOULD HAVE BEEN FILED BY MR. ****** INSURANCE OR THE ROOFING COMPANY HE HIRED BUT MR. ****** DID NOT ACCEPT THIS SOLUTION AS IT WOULD NOT MEET HIS TIME CRITIERIA FOR LEAVING AS HE WAS ONLY HERE ON VACATION. THE UNIT WAS ORGINALLY PURCHASED OCTOBER 2021. THE ****** ONLY CONTRACTED US TO MOVE AND REINTSALL THE SYSTEM DURING A REROOFING IN JUNE. THE SYSTEM WAS WORKING IN GOOD CONDITION UPON LEAVING THE LOCATION. THE UNIT IS COVERED BY A MANUFACTURER WARRANTY THAT ANY HVAC COMPANY MAY SERVICE THE UNIT. AT NO TIME IS THE MANUFACTURER WARRANTY COVERS A SERVICE CALL. DUE TO THE ****** REPORTING THE PREVIOUS CREDIT CARD CHARGES EVEN AFTER APPROVAL AND WORK COMPLETED, WE REQUESTED THAT A CASH PAYMENT BE MADE IN ORDER TO COME OUT AND DIAGNOSIS THE SYSTEM.

• Initial Complaint

  06/24/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Palm Bay Air and Heat installed the AC system in this house 6 yrs ago with a 10 yr warranty which is non transferable. I contacted them on or about 5/3/22 stating the issue was not cooling and different temps in different areas. On 5/7 a tech came out checked the system and stated nothing was wrong the system itself and it may be the ductwork. On 5/10 another tech came by and diagnosed the problem as a ductwork issue. On 5/12, the $1200, proposed work to resolve the issue, was completed. I returned home at 4:30pm and the house was 87*F. I called the company immediately and told the them the issue wasn't resolved and they agreed to send a tech out. After numerous cancellations on their part, a tech finally come by on 5/19. He stated he cleaned the coils and I needed a $1500 compressor. At that time i reminded them they diagnosed the problem and it wasn't resolved, what options are there for the $1200 I spent on work that wasn't required. I was told the owner/manager would contact me. From that day, I called every two day inquiring about this issue; I did that for two weeks. During that time I was given various reasons why I didn't receive a call back. I finally got word that nothing would be offered to right, the wrong diagnosis. At that point, I asked if the compressor didn't fix the issue, where would it end. Am I to continue to pay until someone guesses the problem and fix it? I feel like I was ripped off, and was going to continue being ripped off until I said no more. I would like to see this company take some responsibility for their incorrect diagnosis. I don't mind meeting them half way. In addition, if I buy a compressor, will this solve the problem and if not, what are the remaining options?

  Business response

  10/13/2022

  Business Response /* (1000, 8, 2022/07/15) */ See Attached uploaded files Consumer Response /* (3000, 10, 2022/07/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not accept this response as it does not mention their misdiagnosis or any way to rectify situation. I did call the company about the home no being cooled. I was told the unit was operating correctly and they would send another tech out to check and troubleshoot more. The tech came out and stated it was a duct issue and wrote a work order to fix the problem of the home not cooling. The owner is blatantly lying about I, the homeowner called back to check the ductwork, that was entirely their tech with the diagnosis of the issue they were called out for. After the duct work was completed that morning, I called the company back around 4pm, to inform them that the home was just as hot as it was before the ductwork. After they missed to appointments they set someone finally came out and stated it was the compressor and that it would cost over $2k to $3k to repair. After I pointed out that it was them that said the unit was working as it should and diagnosed the problem as a duct issue, what type of compromise can we come to for their misdiagnosis. After that conversation, I could get no one on the phone, sometimes hung up on, there was a funeral, everyone was in meetings, every excuse in the book, before being told that I would have to foot the entire bill for their mistake. At that point I asked what assurances would I have that the compressor would fix the problem and to that the answer was no assurance. So I do not accept the response, as there was no mention of rectifying the situation in any way, even after blatantly lying about it was I, that called the out for the duct work when it was completely their misdiagnosis. Business Response /* (4000, 15, 2022/08/16) */ See Attached response and documentation. Consumer Response /* (4200, 17, 2022/08/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) Still again the company didn't propose a resolution. In addition, I did state the house wasn't cooling properly and seemed hotter on the master bedroom side of the house and the tech that came out stated first thing we do is make sure your unit is running correctly. He went out and so called did his "checkup" with his gauges and so forth and stated the system was work perfectly. Then he stated he would send a more qualified tech out to check the ducts. When the second tech came out , he checked the unit also and stated it was working fine and the issue was the ductwork. My question to the company is, if what he said was true what, reputable company would come to a service call and not check the ac unit to ensure its running correctly? Now, after the ductwork was completed, my compressor magically needs replacing. Couple that with them ducking my calls, the owner's family funeral and the hanging up on me, I knew this company business practices were not of a high standard. Yo specifically rebut the owner's response, if I would have know what the issue was, I would have specifically called the company to come do ductwork, but seriously, what homeowner goes into the attic and says, "Oh that's the problem, I all of a sudden need ductwork on this 15 year old house that they put the ac unit in". THE OWNER'S RESPONSE MAKES NO SENSE. Lastly, I'm still waiting on the company's proposed resolution.

• Initial Complaint

  06/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  They gave me an estimate for $4,250 plus an add on of $200 for the extra half a ton that i agreed to. Not a problem. The estimate included a complete system made by goodman of 3 ton. the extra charge was "special copper W-IV" pvc drain, and a 2 in. filter box. included in the total price of the unit. When the job was completed that day i confronted the installer about the filter box nd why it wasn't there. And the worker said he would come back ad install it. When a technician came out to look at it and said they cant because the air handler has already been set. The technician called the company on speaker and they said they would give me $100 refund. Its been 2 months since that and ive made 3 calls to them and they said they would send the check in the mails along with the warranty paperwork. Called them 2 weeks ago asking where it was and they said they would email the warranty papers. Never got anything. Called Tuesday and Juile answered the phone, asking again where my refund and warranty for the system is and furthermore they owed me more money because they never installed the PVC drain. Because i replaced the pvc drain myself two years ago internally inside the garage instead of under the ground. I heard the owner in the background saying, "tell the customer were trying to work with him. If he doesn't want to cooperate, hang that phone up. HANG IT UP RIGHT NOW. and CLICK, the call ended.

  Business response

  07/21/2022

  Business Response /* (1000, 10, 2022/07/15) */ We have responded to this customer back on 6/14/2022, we sent a refund of $100 check #****,certified return receipt along with warranty paperwork and invoice.

• Initial Complaint

  06/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 5/28/22, I scheduled an annual maintenance inspection. On 5/31/22 a tech, Travis, arrived over an hour late and met with my husband. They acknowledged that the system was working good prior to service and Travis said everything checked out. My husband told Travis I would pay via credit card to the office because I had to leave prior to his late arrival. When I called to make payment, my husband informed me there was problem. The fan was running but NO air was coming out any vents. We called and Sarah (a Rep) apologized for the issue and stated she would send the tech back. There was a rude male in the background and he refused to allow the tech to return until I paid the $49. He said a few bad things and when I corrected him, he put me on hold and did not come back to the phone. I called back and paid the $49 and Travis returned. Travis would not check the system until I signed a form that stated, "Prepaid Service Call $49.' He said he was supposed to get it signed on his initial visit. I signed and Travis checked the system, at which time he said it had frozen. We asked him what he did to cause this and he said nothing. I called Sarah and told her and she said they would take care of the problem. Then the rude man went on a rant saying all kinds of things. At this time, Travis told him the system was good on his initial arrival so the problem occurred after he left. While I was talking to them on the phone, unbeknownst to me, Travis wrote, "Bad Module Blower Motor need to Check warranty" on that form and put it on my kitchen counter and proceeded to leave. At the same time, Sarah told me to give it 12-24 hours to thaw out and call back. I caught up with Travis and he told me that the motor was bad and no matter what the people in the office said it needed to be replaced. I called the office numerous times afterTravis left, and no one would answer the phone and the voicemail was full. At this time, my AC is NOT working and Palm Bay Air and Heat is responsible!

  Business response

  08/16/2022

  Business Response /* (1000, 8, 2022/06/16) */ First of all our apologies, we thought we had already responded to this formal complaint, but we will respond to it again. Mrs.********* called us to make an appointment for a Preventative Maintenance of 1 time a year for $49.00, she was given a time frame of 11-2, upon arrival at customers house Mr.********* signed the invoice allowing for work to be done. When PMA was completed and invoice signed by her husband again that work was done the tech was ready to collect the fee of $49.00 he was then told Mrs.********* had the Credit Card and had left we needed to get in touch with her to get paid due to the tech arriving late. Upon numerous unresponsive phone calls, she finally called back at almost 9:00pm, stating that she didn't leave payment due to the tech being late after given incorrect credit card numbers, we ran the card as you can see at almost 9:00, where it "declined", we than re-ran card with correct numbers and it went through. We than went back over where we found that they had a bad blower motor that was intermittently stopping and we would need to check warranty and to order a new blower motor. We would like to offer to her that the $49 she spent on the PMA x 1 we could apply to her blower motor repair, unfortunately we would offer more but she decided to take off and not pay us. I believe the only reason that she paid us was that her system was not working and needed us to come back. Customer has 10 year parts warranty and would only have to pay for the labor to install blower motor. Consumer Response /* (3000, 10, 2022/06/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) The response from this company started off with a lie and they continued to lie throughout! This is a corrupt company with a history of unethical and unprofessional practices. BBB can check your own records and see the number of complaints filed against Palm Bay Air and how they continuously lie and try to say the customer is at fault (I am sorry I did not check your records first, then I would not be writing this). I must also ask how BBB have issued such a "high rating" with all the complaints and issues listed on your site. This is very concerning and needs to be addressed. Nonetheless, can have Palm it is clear this company is saturated with unscrupulous employees, which is expected since the owner is a loud, obnoxious swindler. I will continue to pursue this matter....This is not over! Business Response /* (4000, 15, 2022/07/15) */ Its unfortunate that she has these feelings towards our company, we have done no less than try to accommodate her needs and requests, not sure exactly what else we can do even though as the facts state, we completed the job, we have signatures stating that it was complete, if we didn't get her air conditioning fixed that night we would have never been paid.

*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. ↩