ComplaintsforHI-VAC Air Conditioning Service

• Initial Complaint

  01/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Good morning Sir/**** I purchased a Brand New Tranes Unit in June 2020. Since I purchased the Unit I have encountered 3 separate issues with the Unit . On one of the occasion it was noted that I had a leak but they never fixed it . I find it very hard to believe that my Brand New A/C unit has no Freon in 3 years I called the company to help me fix the problem and they refused. I spoke with other employees prior and to no avail. I finally reached out to the owner **** and he told me my Warranty expired and he does not to business like that I was told the Warranty expired and now Im out of $6000.00 and a Non Working A/C unit .I am in need of a working A/C unit I am disabled Vet and suffering with a lot of medical issues I just find it hard to believe a Brand New A/C unit has so many issues Please help me

  

  Business response

  02/27/2024

  Good Evening,

  ********************************* had a new AC system installed by us on 7/27/2020 in which she received the following benefits from our company: 1 year of preventative maintenance and 3 years of extended labor warranty (The unit itself comes with a 10 year manufacturers parts warranty). I have attached a copy of her signed sales agreement showcasing the warranties and benefits. Since installation of the unit we went to her home for the following visits which I have listed descriptions of the work done as well as attached the invoices from the visits. 

  Install: 7/27/2020

  7/13/2021 - No-charge maintenance visit per her sales agreement

  1/25/2022 - No heat - no charges incurred

  1/27/2022 - completed repair diagnosed on 1/25/2022 - no charges incurred (paid via warranty company)

  7/5/2022 - No-charge maintenance visit per her sales agreement

  We do not hear from ********** until 12/13/2023 where she was having an issue with her AC system. We explained her charges as by now is out of her labor warranty and maintenance warranty. We explained that we have not been out there since July of 2022 and there will be our standard service call fee of $109 and we would quote her on labor if repairs are needed. She refused to pay the service call fee so we did not schedule a visit. At this point, ********** does not want to pay the fee to go out there and we have not been out there. The last time we were at the property was 7/5/2022. Since we could not come to an agreement on the charges we have not scheduled a visit.  

   

• Initial Complaint

  03/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Hi Vac installed a New A/C unit about 3 weeks ago.The A/C worked great with no concerns till I tried the heat.It was a cold morning switched to heat and it never warmed up?So I went to investigate and the Air Handler Circuit Breaker had tripped.This happened each time I reset them so I called Hi Vac since it's under warranty.They set an appointment for over a week out!!!When the technician diagnosed the problem he said it was a faulty circuit breaker and then he said that it would not be covered under the warranty and he charged me for the diagnostics.I told him the Electric Service was just upgraded and this was a brand-new Circuit Box and I found it hard to believe that the breaker was faulty.He said it happens but its not their fault they just hooked up to the existing circuit and they can't be responsible if its defective.I was very agitated because I knew something was wrong... I said it makes more sense that the ** is the problem which fried the Circuit Breaker and not the fault of the breaker.He said that the breaker needed to be replaced and if it happened again they would come back out again.I said that if that happens I expect to be reimbursed for the "Diagnostic Fee" from today plus the cost of my Electrician having to replace the circuit breaker due to the ** unit that your company installed.He said that is between me and management and I agreed, I paid him by credit card over 100 dollars.He didn't give me a receipt and said he would email it but I never received it. My electrician who upgraded my service was gracious enough to come out after his last job of the day.He was there less than 5 minutes and Correctly Diagnosed the problem. He said the label on the ** clearly shows that the "HEAT PUMP" requires "60 AMPS" and Hi Vac installed the Unit to a "45 AMP" circuit which was all that was needed for the Old Unit.He went to ********** and didn't get done to 10PM!!! But only charged me 200 dollars versus 275 that Hi *** wanted to charge me

  

  Business response

  03/28/2023

  We have worked with ******* from the moment we received this complaint and have been able to provide the correct amp breaker that is within code requirements and refunded his service call fee of $109. We also provided a re-imbursement to of $200 for the work he contracted from his electrician. We are in the process of making sure this permit is closed in a timely manner with the city. We hope that ******* is pleased with the service we have now provided and appreciate the opportunity to correct any issues he had. 

  Thank you,

  *************;

  Customer response

  03/29/2023

   
  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,
  
  *****************************

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