ComplaintsforAir Perfection, LLC

• Initial Complaint

  08/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I hired Air Perfection to install a new central air conditioning unit at my residence 4 years ago. After 2 years the unit stopped working and Air Perfection did a repair. At that time they told me it was probably a pin hole in the coil, which was a common issue with Rheem. They put dye in the unit to find out if it is a pin hole. They also filled the freon. The unit seems to have issues which we have discussed with the repair person, it makes noises that it shouldn't but continued to work. After another year the freon needed to be filled. Within this time I have used them yearly to do annual maintenance and cleaning. This last time, June 2024, I contacted a different company to do the repair and was told the unit is still under warranty as it's 5 yrs, not 2 yrs. I looked it up on line and it is 5 yrs. We are now within the 4th year so warranty work needs to be done soon. The new company I used doesn't deal with Rheem so of course I contacted Air Perfection. I called twice in June and left messages. They called me back once, I discussed my issues as I have stated above. I was told he would look into it but never called me back. I called another 3 times in June and July and left messages. They are not responding.

  

  Business response

  08/22/2024

  Hi ******/BBB,

  Thank you for reaching out and bringing this to our attention. I sincerely apologize for the inconvenience you've experienced, and I deeply regret the lack of timely communication on our part.

  I understand your frustration, especially after being a loyal customer for the past four years. It's concerning to hear about the ongoing issues with your Rheem AC unit, particularly since it should still be covered under the manufacturer's 5-year warranty. It is our responsibility to ensure that your unit is functioning properly and that any warranty work is handled efficiently.

  
  Please allow me to explain that we are currently extremely short-staffed, with only myself and one other technician handling all service calls and repairs. This has unfortunately impacted our ability to respond as quickly as we would like. Additionally, the phone numbers ************ and ************ are no longer valid, which may have contributed to the communication issues.

  
  Given the circumstances, I will personally escalate this matter to ensure it is addressed promptly. We will prioritize your case and make sure that the necessary repairs are completed under warranty as soon as possible.

  
  I will follow up with you within ***** hours to confirm our next steps. 

  
  Again, I apologize for the inconvenience and thank you for your patience. We greatly value your business and are committed to resolving this matter promptly.

   

  Thank you, 

  Rostin Honda

  Customer response

  08/23/2024

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

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