ComplaintsforAmerican Vintage Home, Inc.

• Initial Complaint

  06/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We paid American Vintage Home $9483 to install a Spacepak central air system in July, 2019. In less the 5 years, the system stopped working 4 times and American Vintage Home came to repair it. On 5/15/2024, an AVH tech came to address the 4th breakdown. We were told that the system had no freon, the tech injected dye and new freon and we were instructed to schedule a follow-up in 2 weeks to see if there was a freon leak. My partner was there at the time of repair and watched ****, the tech, bring a turquoise tank of refrigerant and attach it to the unit. On 6/5/2024, the tech returned and we were told there was a large leak in the condenser coil and a small leak in the Spacepak unit. We were told they planned to repair the condenser coil 1st with a labor cost of $5000 (the part was under warranty but not the labor). We were told that this would fix the leak in the condenser but that we may need a second repair on the Spacepak unit at a cost of $4694 for labor as well. Because of the high quoted cost ,we had another company we had used previously for HVAC look at the system. The tech from the 2nd company asked us questions about the repair and when my partner mentioned the turquoise tank, he let us know that turquoise tanks contain r22 refrigerant which is now banned by the *** and is the wrong refrigerant for our system. Our system requires 410a refrigerant (which comes in a pink canister) and the coil is now damaged by the contamination (and also contains refrigerant prohibited by the ***). They have recommended we replace the system because testing the system, replacing the refrigerant, and cleaning out the condenser would be very expensive and may not fix the problem.

  

  Business response

  06/12/2024

  To Whom it may concern:
  The customer did hire ********************** in 2019 for the installation of their SpacePak system. Shortly after the installation the 1st failure accrued - the unit had a failed ************** directly from the factory.Our Installation Field Supervisor repaired that unit and not other issues were reported.

  
  It wasnt until June of 2023 (2nd failure) that the customer contacted ********************** to inform us that the A/C was not blowing any cold air. The technician responded to the customer home to find that the Capacitor failed. The part was covered under the Manufactures warranty,it is also important to note that this part does not have a long-life expectancy and can be replaced multiple times throughout the condenser life.

  
  In August of 2023 the 3rd failure occurred when a Frost Switch on the SpacePak unit failed. Our Technician diagnosed the failure and returned that next day to replace the part. This service was also warrantied through the Manufacture.
  The 4th and most recent failure happened in May of this year. The Customer contacted us to inform us that the unit was again not cooling her home. Technician returned to the home to find that the system was low on freon, must likely because there was a leak in the system. I instructed the technician to fill the system up with ***** and put a dye as well to later identify a leak, if there was one.

  
  The technician filled the system and then I had a conversation with the customer. The conversation we had went well, we discussed different scenarios and what steps we would take if and where we found a leak. I also instructed the customer to contact ********************** if they felt a decrease in the A/Cs performance as I was scheduling a return visit in three weeks. This would accommodate her schedule as well as give the system time to let the dye leak out.
  On 6/5/24, **************************************************************************************** the Condenser. Our Technician explained where the leak was and what would be needed to fix it.

  
  As far as pricing goes the customer is not taking into account the warranty credits she would have received from the Manufactures of the equipment. Furthermore, our technicians do NOT carry r22 freon on their trucks, it is impossible for our technician to have had that freon during the visit on 6/5 or 5/15. Respectively a system that is designed for 410a freon and has r22 freon does not need to be replaced. The Coil and Filter Drier will be replaced and the lines flushed of all contaminates and impurities.  I appreciate that our customer has a concern with 4 failures of her A/C however the failures that she has had are not to the fault or American Vintage Home, nor caused by American Vintage Home in any malicious manner. These repairs needed were covered by the Manufacture and American Vintage Home under good faith, even after the customer has not honor the terms of their warranty agreement that states the owner MUST maintain the covered equipment on a yearly basis by an American Vintage Home Inc.certified technician. Failure to do so, will void the extended labor warranty.Not since the installation of the system has the customer performed a Maintenance Inspection of the A/C system.

  
  American Vintage Home will at this point do everything it can to help this customer replace the Condenser Coil and return the A/C to proper working condition will minimum expense to the customer.
  
  Sincerely,
  ***************************  

  Customer response

  06/12/2024

   
  Complaint: 21819970
  
  I am rejecting this response because:
  

  Mr. ***********;did not make any attempt to resolve the complaint.  He does acknowledge that the air conditioning system installed by American Vintage Home failed 4 time in less than 5 years but does not offer any type of reimbursement or solution. 

  He notes that a frost switch was replaced in August, 2023.  This is incorrect.  The notes from the American Vintage Home system state: "Adjusted refrigerant charge so that txv would perform better. System is cooling and not freezing up any more. Appears to be at proper cooling capacity now. If unit begins to struggle and is short cycling because of frosting on evaporator coil then it is recommended to replace the txv." but no repairs were made. 

  Since we filed the BBB complaint, we had a second technician from another company at the house. This technician also noted that the fluctuating pressures in the system were not indicative of a leak but were consistent with contamination.  My partner watched *****, the technician, attach a turquoise tank to the compressor after he stated there was "no freon" in the system.  I am not sure what is stocked on the truck but the appropriate type of refrigerant should apparently come in a pinkish-red container.   ********************* from American Vintage Home sent us a proposal for the compressor leak with the labor "lowered" to $4397.  However, we now have 2 outside technicians who do not feel that there is a leak, and that at best, American Vintage Home did not do enough to evaluate for a leak.  They are attempting to charge us $4397 for a problem that is likely not the cause of the ** failure.  Also, the 2nd technician noted that the Amana compressor size is not properly matched to the Space *** unit and that this initial failure in installation may have led to all the problems we've been having with our ** system.  

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

  

  Business response

  06/13/2024

  To Whom it may concern: 

  I am sorry I did miss the visit on 8/22/23 when a technician came to the home and noted the following: "Adjusted refrigerant charge so that TXV would perform better. System is cooling and not freezing up any more, Appears to be at proper cooling capacity now. If unit begins to struggle cooling again and is short cycling because of frosting on evaporator coil then it is recommended to replace the ***** This would add value to what the second technician said to the customer "fluctuating pressures in the system were not indicative of a leak but were consistent with contamination." If a TXV is bad and not regulating pressures correctly then it is possible that it is bad and those readings would be what he was experiencing.

  I understand that the customer is certain that our technician had a turquoise tank, however again we do not allow those tanks on the techs truck. Those tanks are stored in our warehouse and our technician did not have that tank during their visit. I also understand that two other technicians agree that there is not a leak in her system, however I respectively disagree. Our technician refilled the system with Freon (filling a closed system with ***** would suggest there is a leak) as well as a dye that would escape the system and be highlighted using a technicians lamp and glasses. Attached you will find a picture of the customers condensing unit, and a bright green spot. This spot is the dye that has leaked out of the condensing it and is allowing ***** gases to also escape. This leak will continue to grow and allow those gases to escape, and the customer will be without any A/C. 

  **** provided the customer a price to replace the leaking Condensing Coil, which is the cause of the A/C failure. Sizing your A/C system is quite a science, we are one of very few company's that still measure the home, windows, insulation, direction the house faces, and many other factors into consideration with designing your home system and size and can not comment on why the technician stated why the system was not matched properly. 

  ************ rejected our response because we have not offer a solution to her problem. So I would propose this ************ will pay for the replacement of the leaking coil (after all discounts and warranty credits) in the amount of $3468. We will in turn replace all of the Freon, Filter Dryer, and recharge the system at no additional charge. We will also in turn ensure the system is operating and there are not other fluctuating readings. 

  Sincerely, 

  Richard 

  Customer response

  06/13/2024

   
  Complaint: 21819970
  
  I am rejecting this response because:

  The technician, ****, also stated that the evaporative coil could need repair AFTE* the condensor coil leak is fixed (notes from Ninos are attached).  So we would then be spending a total of over $8000 with the adjusted estimate **************** proposed.  Additionally, he is now saying that the *** may need to be replaced as well.  Neither of the two technicians who came for a 2nd/3rd opinion saw a leak. 

  With regard to the type of refrigerant, my partner is certain that ***** attached a turquoise tank.  The 2nd technician told us that there appeared to be contamination in the system and asked my partner, who was present when ***** made his first visit on 5/15/24, exactly what she saw.  She responded that she watched ***** attach a turquoise/teal colored tank.  The technician said, 'that can't be right, are you sure it wasn't a pink/salmon color' and she said it was definitely turquoise/teal.  She knows nothing about refrigerants/tank colors but she remembered the color of the tank Ninos attached. The technician showed her a picture of the * 22 tank on line and said 'is this the color' and she said yes.  

  We are not comfortable with American Vintage Home doing any more work on our system because 1. we are certain that they used the wrong type of refrigerant, 2. they do not appear to be able to confidently diagnose the problem with our AC and have suggested that the condensor coil needs to be replaced, the evaporative coil may need to be repaired, and now that *** needs to be replaced, 3. their labor charges are astronomical and I do not believe they are making a good faith effort to uphold the warranties on the systems they install, 4. they likely mismatched the condensor unit to the Space *** system.  

  We would like a refund for the original install. 
  
  Sincerely,
  
  ***********************

  

  Business response

  06/15/2024

  I am rejecting this response because:
  At this present point there is no need to replace the Evaporator Coil, as our technician did not see any Dye on the coil during the Dye Inspection. If the coil needs to be replacement then the Manufacture would hold the warranty to cover the coil replacement, but not the labor.
  If the customer is absolutely certain that R22 was placed in her 410A system that does not mean that the whole system would have to be replaced. It would only mean that the refrigerant and system would have to be flushed and new refrigerant installed. This will be done when the Condensers Coil is replaced.  However, once again our technicians do not have R22 on their trucks and our technician was not assigned any during his workday.
  I am sorry that you have lost confidence in American Vintage Home, we have properly diagnosed a leak in your system and have provided a picture of the leak in you Condensers Coil. Furthermore, on 8/22/23 another Technician came to your home and stated that he adjusted refrigerant charge so that *** would perform better. System is cooling and not freezing up any more. Appears to be at proper cooling capacity now. If unit begins to struggle cooling again and is shot cycling because of frosting on Evaporator Coil the it is recommended to replace the **** Finally, as I have explained in previous responses Her system is properly sized and matched to meet the demand of her cooling needs as she has used the system for 5 years.
  American Vintage Home will not refund ************ for the installation of her A/C as she has used the system for 5 years, American Vintage Home as also honored her warranty even though she has not fulfilled he obligation of maintaining the system each year as per her contract. I will again honor the price previously quote of $3,468, additionally; we will also replace the *** at not additional costs. Performing this work will eliminate all of her concerns as well as the other two technicians that were at her home. Including: the leak in the Condenser Coil, replacement of the *** (as previous mentioned by our Tech, and would could possibly be giving her fluctuating reading) replacement of 410A refrigerant, and flushing out her system of any combustibles, or contaminates.
  
  Sincerely,
  ************;

  Customer response

  06/17/2024

   
  Complaint: 21819970
  
  I am rejecting this response because:

  American Vintage Home/********************* acknowledge that system failed multiple times (4 times in under 5 years) but will not make any type of concession/refund.  Charging $4400 for 7 hours of labor (parts under warranty) for the 4th repair is not a concession. The astronomical labor charges for repairs appear to be common for American Vintage Home and there are many reviews on line with similar complaints.  ************ does not stand by its products and installation. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  12/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I contacted the **** on 12/20/23, to get a second opinion regarding why my furnace was not working. When the tech arrived (name: **********), he told me I would need a new flame module and said he had one in his truck that he could "just give me." He then proceeded to install it without telling me what the cost would be, then after installation, he told me it would be $895. I was flabbergasted and upset but, by that point, I did not have any choice but to pay it. I immediately called three other, local **** dealers and these were the prices they quoted me:GMS Heating: $318, installed Wolf Mechanical: $435.72, installed ******************: $599 In subsequent discussions with the Service ******** ************ and his boss, they reduced the price to $700, which was still higher than the highest quote from one of their peers. I asked ********* to, at least, adjust the price to NextGen's quote but he refused. I am seeking an adjustment to match that amount.

  

  Business response

  01/12/2024

  To Whom it may concern:

  **** contact American Vintage Home on 12/20/2023 and explained to the **************** Representative that he did not have heat and would like someone to come out to his home. **** responded and diagnosed the issue. **** explained to the customer that he had the replacement part in his truck, and would be able to install it for him for $895. **** then agreed to have Idir to replace it. After the service was completed **** contacted ********* and explained that **** did give him a price however he was disappointed that when he contacted 3 other companies they gave him a cheaper price. He asked ********* to offer him a discount of $195, but also explained that he would not be able to offer any further discounts as we do not price match other companies. **** was not happy with *********'s discount and asked that I contact him. **** then explained to me that **** did not offer him a price and he also contacted three different companies and they gave him lower pricing. I explained that I am sorry that we do no price match other companies because of many different variables (ie. OEM parts, vendor pricing, overhead costs). I went on to further explain that ********* did overextend his discount, but I would honor his discount. **** further stated that he was very satisfied with ************* and did have heat. But, if I didnt match the pricing he would file this complaint. I thanked **** for his comments and opinions however again I wouldnt be able to discount the service any cheaper, as Idir did diagnose the issue, offer a price to fix it, made the repairs, and the customer did have heat. 

  At this point I am afraid that any further discounts to the service already completed and he was satisfied with. 

  Sincerely, 

  *******

  Customer response

  01/12/2024

   
  Complaint: 21052737
  
  I am rejecting this response because:
  
  I was trying to be ****** reasonable with the vendor when I agreed to accept to pay $600, Instead of the even more exorbitant price of $895 for a part (with installation), according to other vendors that I contacted, should have been hundreds of dollars less.  This vendor clearly employs price-gouging, since they are in a totally different realm with their peers in terms of prices. Just to be clear, The tech definitely did not tell me what the cost would be to put in the part.  He had me in a difficult position because it was the middle of Winter and I was concerned for my family and children.

  It was not until after the tech installed the part that he told me it would be $895!  When he told me what the part was that needed replacement, he phrased it as follows:  I have the part available in my *********** can just give it to you.  The tech did not give me a price ahead of time.  I took that to mean that he would give me a good price.  I admit that I shouldve asked the amount before he installed the part but I also believe that the tech shouldve provided me with the price before he installed it and I feel that he used a deceptive business practice to lull me into paying an ****** exorbitant and unfair price for a part that is worth hundreds of dollars less, with installation.

  I absolutely do not accept the vendors response and I will not stop with just a complaint with the BBB, although I am  hoping that the BBB can take some punitive action against this business but, if not, I will take it to the ************************ and other appropriate avenues. This is not acceptable and I need to try to save another unsuspecting soul from falling into this vendors trap.

  
  

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

  

  Business response

  01/17/2024

  To Whom it may concern;

  Though I understand **** contacted 3 different companies to get a price on the repairs, he is not taking into account other aspects of the service call we performed. Idir was dispatched to the home (travel time), was able to trouble shoot the issue (diagnostic time) and made the repairs (repairs and material). I cannot price match other companies, they could use different parts (oem, universal, aftermarket), as well as different vendors. All of these factors go into pricing. We are a Flat Rate pricing company - we do not charge for "Time and Material". We belong to a best practices organization that has provided us with a comprehensive up-front pricing guide that we use for all of our up-front pricing.  This provides us with a more fair, and consistent pricing to all of our customers regardless of the experience or speed of the technician doing the work. This also means that we tell the customers of the price before not after the fact, and if there was any question or doubt the customer would have that right to question or decline services. However, as a courtesy we did discount the repairs by $295 for the customer to which he agreed to. I am afraid that I cannot perform any services or repairs below the my operating costs. I wish **** well however I am afraid that there is nothing more we can do. 

  Sincerely, 

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

   

  Customer response

  01/17/2024

   
  Complaint: 21052737
  
  I am rejecting this response because:

  American Vintage's response is absolutely not true that their technician provided me the quote before the work was done.  I swear that is an outright lie! Either the tech misrepresented it to the company or the latter has misrepresented the facts intentionally.  

  American Vintage should be reprimanded for its predatory practices and outright lie. At at minimum, American Vintage's rating should be downgraded.  Their current rating is not reflective of the way they do business. 

   What I am seeking is an adjustment of the price I was charged to, at least, the highest quote from the three vendors that I had contacted, which was $500.  

  If not, I will follow-up with the ************************* and other avenues, in the hopes that, at a minimum, others may be spared American Vintage's predatory and unscrupulous mode of business.  

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

  

  Business response

  01/18/2024

  ****************, 

  It was not the technician that informed me that he gave you a price, it was you. When you first filed you complaint with the Department Manager he asked you very specifically if you were given a price and you replied "Yes".  It was then that he said he wouldn't be able to discount the costing any further. When ********* asked that I call you, you changed your story and told me he didn't. I can only assume you did this to help aid yourself in getting a lower price. Also in your complaint filed with the BBB you informed them that the highest quote you received from the three other companies was $599, now in your last rejection your stated it was $500. ****************, I am sorry that you found lower pricing from 3 different companies and you felt we had you in a position of weakness. I will again say that I cannot match other company prices, there are several factors that go into pricing (ie. quality of parts, overhead costs, warranty, etc...). ************** performed his duties, and was able to restore heat to your home quickly and with the correct diagnoses. Furthermore, our Management Staff has been more than fair in trying to resolve this issue with you, and we did that by discounting our services.

  I would ask the BBB to please review the complaint and the actions American Vintage Home and see that we have tired to try to address this customers concerns in a timely and professional manner.

  Sincerely, 

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

• Initial Complaint

  05/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Called this company to diagnose/repair a combination boiler hot water heater that went out around December 1st 2022. Tech came out and was unable to diagnose problem, initially called some friends for help, then called manufacturer of unit in ****** and had manufacturer's representative diagnose issue over the phone. Was told I would get a call in the morning with an estimate and time frame. Tech left something open, pipe dripping, didn't tell me (thought this was the last dribbles after draining heat exchanger), got water all over my basement. Had to call them 4 days later to get information, was given very high estimate (approx $5000.00, with no cost breakdown) and demanded I pay half up front before they would even order the part, which would take **** days. Contacted manufacturer, was told part was $200 and could be there next day. Went with another company recommended by manufacturer, total price approx. $1300.00. Their initial service charge was approx $150.00. Got a bill from AVH for $4***** (after an ***** discount) for their service call. Tried repeatedly to contact company about issues with tech, water damage to drywall in basement, cannot get anyone to return my call. Now threatening to send **** to collection because "they have tried to contact me with no response." Going to pay the bill today to protect my credit, don't want this to happen to anyone else. Don't think I should be paying this at all d/t their tech not providing the service -the manufacturer did- and the drywall I will have to replace, but would settle for the bill reduced to a reasonable service call charge.

  

  Business response

  05/02/2023

  *******, 

  Thank you so much for reaching out to me, I am so very sorry that you have not had any luck reaching our Department Managers. I left you a voicemail this morning, I am sorry it was early, I just didnt want you to pay the invoice.  I have had several conversations with the individuals involved in this service ticket and I have removed all the charges from this invoice as well as stopped any communications from the collections company (there will be complications or harm to your credit). I hope this helps your concerns with the matter. Please feel free to reach out to me, I will be in meeting throughout the day, however I am available to talk in length after 3:30. 

  All my best, 

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

• Initial Complaint

  04/27/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Date of transaction: April *****, 2023 Events: On 4/25/23 American Vintage Home gave me an "estimate" for replacing a shower valve cartridge of 4.5 **** hours to get a replacement cartridge and install it based on "their extensive experience" in doing this kind of work. Their estimate also indicated the need to drain an flush the water system (work that was not done and did not need to be done) . I later learned that the authorization to proceed with the work that I signed was not an estimate but an unconditional commitment to pay them $1250! I gave them a $625 down payment on 4/25/23 when authorizing the work. The next day the plumber spent a TOTAL of 1.5 hours removing the cartridge, going to the supplier to get a matching replacement, then installing it. I thought that they were processing a credit to my $625 deposit since the job was so quick but, instead, then put ANOTHER $625 charge on my credit card, saying they don't work by the hour but by the job and that I had agreed to pay $1250. They refuse to tell me how much the cartridge cost but online I found a similar Delta cartridge for $81 at *********** So, their labor charge was over $780/hr. This kind of unethical and deceptive business practice is outrageous. If they had been truthful about the amount of hours involved and cost of the part, I would never had agreed to employ them if they estimated $1250. Even half of that is excessive. I want a refund of an amount in excess of the cost of the part and labor at 1.5 hours.

  

  Business response

  04/27/2023

  *****, 

  Thank you so much for the submission. I spoke with all parties involved and understand your position. The pricing that you see online can be very misleading as there are many different cartridges for Delta, Kohler, Moen, and the only way to get the correct price is from a vendor. We are a Flat Rate pricing company, which means we are not a "Time and ********* ******** Which means that we give you a price before and not after the fact. I would side with the concern that this job was misquoted and a refund is in order. I have authorized a refund for the amount of $625.00. I sincerely hope that this resolves your concerns and request for a refund. Should you have any other questions or concerns, please feel free to reach out to me directly at ************. 

  Sincerely, 

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

  Customer response

  04/30/2023

   
  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,
  
  *********************

• Initial Complaint

  11/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We had our furnaces serviced by a technician at American Vintage Home on 10/4. The technician performed the annual cleaning of the furnace that is less than 2 years old. He then said that it was malfunctioning and needed to perform exploratory work. Upon investigation he said that he couldnt figure out why it wasnt working but that the furnace was overheating to a very high level and without the safety valve automatic switch off it could explode. He determined the furnace was not safe to use and shut it off. He then charged me 150 dollars for the service which I am happy to pay (just need a corrected invoice) and then another $454 for exploratory work. We had the company who installed the furnace come out immediately. They assessed the furnace and found it to be functioning appropriately and said the technician was incorrect in his findings and most likely did not have adequate experience with zoned heating units and this particular system. We have 5 children and were very afraid. After the American Home Vintage technician left. I had to miss work to call the next technician out. I immediately stopped payment on the $594 check and called to American Vintage Home. I was unable to get a hold of them but left a detailed message. I was unable to get through to them until 11/2 and they told me my bill had been sent to collections. I am waiting to hear back from the manager. This was a very scary experience and should not have happened.

  

  Business response

  11/03/2022

  I have spoken to ***** directly and we have removed all charges from her account pertaining to the invoice *******, and she was also removed from are collections department (this was not reported to any credit agencies). the following was an email that was sent to ***** after our conversation on 11/3/22 @ 4:35pm 

   

  *****, 
  
  Thank you for taking my call, and per out conversation moments ago, I have removed all charges pertaining to invoice *******. Furthermore, I have removed you account from any further collection attempts.  Finally, because of this action you no longer have an open balance with American Vintage Home.
  
  I am again so sorry for the misinformation and sincerely hope should you have any questions in the future you dont hesitate to contact me.
  
  Sincerely,
  
  ***************************

  Customer response

  11/04/2022

   
  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,
  
  ***********************

*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. ↩