ComplaintsforAccurate Heating & Cooling

• Initial Complaint

  08/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Sept 2020 I had a new A Coil installed in my air conditioning unit with a 10 yr warranty.. My unit broke down a couple weeks ago. I have asthma really bad. I called Accurate Heating & Cooling they sent a tech out that same night he thought it needed a part inside the air conditioner. Another tech came out the next day & found a hole in the A Coil. He put more air coolant in the A Coil knowing it would leak out but to help me cool my house. He wanted $305.00 before he left my . This was after he put the coolant in which he hadn't discussed with me. He wanted $305.00 before he left my house. I was mad & gave a credit card. The next morning I called Accurate Heating & Cooling a few days later they called me back said the $90 of the $305 was for a service call but that they would credit me the balance to go into the new A Coil they were going to install. She was going to check on the warranty to make sure it would be covered. It was covered under warr. They installed the new A Coil on Friday 7-28-23. I asked the tech to look at the back of my unit the panel was coming off & it was making a noise. He remounted the panel with screws & it doesn't rattle now. When finished he wanted $400 for labor. I gave them a credit card. that means $705 I gave them. I now have water all over my top furnace & floor. A running stream. I asked her not to send the tech who have been here before. I shut the air off due to that. And she hung up on me. They are supposed to be here today & I am waiting they are not here yet. With it only being 2 yrs old this should all be covered under warr. with Refund of my $700.

  

  Business response

  09/06/2023

  The customer is correct. Accurate has approved a refund. The customer should receive their refund by September 15. 

• Initial Complaint

  07/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Oct 2021 I purchased a gold plan from Generac they would service my generator ,Furnace & air conditioner once a year. priority scheduling on work to be done. get scheduled first. I signed up for PassPort they gave me a carbon dioxide meter. Every time the electric goes off the carbon dioxide meter goes off. They have the exhaust for the generac aimed right at my air conditioner. The electric hardly has gone off previously until this year & we have had approx 4 outages. I called Accurate & let them know. I called them eartly June I had to wait until June 23 rd to come out. They inspected it. They couldn't move it that day due to know equipment with them. He took pictures & the office would call for an appt. They said some one would come out between 8-10 am. They said it would be moved at our expense. The man that came out couldn't move it by himself. I let him know I was a gold plan customer. 2nd time came out to fix problem & put me off. I want to be safe & bought the plan so I wouldn't have to worry.

  

  Business response

  07/07/2022

  Accurate installed the generator at this customer's home in 2013 as directed by the customer and per building code. Accurate did not install the HVAC system in the home. Our technicians believe the fan on the outdoor unit is blowing the exhaust from the generator up into the soffit vents on the customer's home when the generator is running. Accurate is willing to change the positioning of the generator to direct the exhaust away from the outdoor HVAC unit. Due to the customer having a gold service agreement, Accurate will only charge our cost for this service with no markup.

  Accurate is unclear why this "complaint" was issued through BBB before we had the opportunity to address the issue for the customer. The customer may believe that our timing for follow-up may not be prompt enough for their liking, but May, June and July are our busiest months of the year while we try to address urgent customer issues such as no cooling or no power for generator customers.

  Please ask the customer to contact Amy at our office (740-775-5005) and we will schedule the work at a time that is convenient for the customer. 

  

  Business response

  07/07/2022

  Accurate installed the generator at this customer's home in 2013 as directed by the customer and per building code. Accurate did not install the HVAC system in the home. Our technicians believe the fan on the outdoor unit is blowing the exhaust from the generator up into the soffit vents on the customer's home when the generator is running. Accurate is willing to change the positioning of the generator to direct the exhaust away from the outdoor HVAC unit. Due to the customer having a gold service agreement, Accurate will only charge our cost for this service with no markup.

  Accurate is unclear why this "complaint" was issued through BBB before we had the opportunity to address the issue for the customer. The customer may believe that our timing for follow-up may not be prompt enough for their liking, but May, June and July are our busiest months of the year while we try to address urgent customer issues such as no cooling or no power for generator customers.

  Please ask the customer to contact Amy at our office (###-###-####) and we will schedule the work at a time that is convenient for the customer. 

• Initial Complaint

  04/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 1-5-2022 Accurate Heating and Air Conditioning started service work on the hot water boiler system at **** ****** ***** ******* **** ****** They said they replaced the circulating pump on the boiler and other service work. They invoiced for the work on 1-10-2022 (which is attached to this document). The pictures show the condition of the furnace when I got involved in early March of this year. The unit was not operational and the house was left without heat for approximately 2 months. When I contacted Accurate Heating in Chillicothe I was put in touch with ***** *********. I informed of the condition of the unit and also the house had been without heat for 2 months. His comment was that they had replaced the circulating pump with a new pump but it was defective. When I inquired about the 2 month lapse his comment was "we must have dropped the ball on that one". The conversation was not pleasant because of the length of time since the last service on the unit and I informed him I would take over the work needed and would then invoice for my time, mileage and parts. *****'s comment was that I would be responsible for the ****, which at that time I informed him that I had not requested the work and was now only involved due to their negligence to complete the work and get the unit operational. I have since completed the work and the unit is working properly and I have invoiced for my time, mileage and parts. He has since placed the matter in collection in my name.

  

  Business response

  04/25/2022

  Accurate does not have a customer named ***** ****** Apparently ***** ***** is the brother-in-law of an Accurate customer named **** ***** and brother to ****'s husband, **** *****. We are not sure why ***** is filing a "customer" complaint. Following are details of our service work performed at **** ****** *** ******** A rental house owned by **** and **** ******

  On 11/22/21, tech went there and diagnosed a bad circulator pump and pressure release valve in the boiler system.  He advised customer that he thought the cost would be between $1000 and $1500 to repair it.
  
  Purchasing got parts costs, but did not know how much labor would be required, so did not give a price estimate.
  
  On 12/7/21 CSR made a note that **** ***** (****’s husband) stated he “did not care what the cost was, order parts and he will pay when complete”. Part was ordered and arrived after the first of the year.
  
  On 1/5/21 Two techs replaced the pump and pressure release valve.  Did some piping work too.   Invoiced $1,383 and advised office to “**** Customer”.
  
  On 1/20/22 customer called back stating unit not working.  Tech went back and found the circulating pump had failed.
  
  When we contacted our supplier about getting another pump (under warranty) they stated they ‘needed more information about the failure.  At first he told us they would go ahead and send another pump, but then the next day told us that he ‘needed our tech to contact tech support and go over what happened to the pump’  to get approval for a warranty return. 

  On 2/22/22 we got a phone message from **** ***** stating that he was going to have his brother change out the pump since they had found the same pump at Menards for much less than we had charged and we could ‘pick up the failed pump and get our money back’.     I called him the next day and explained that we cannot ‘get our money back’, the best our supplier is going to do is give us another part under warranty.  He refused to let me get that part expedited and stated he would have his brother get on touch with us after he repaired it.   I did tell him we had a $1383 balance for work completed and needed to resolve that with him, but would be equitable since we had not been able to secure the replacement pump. 

  Post that call, Accurate has not been able to reach the Auton's regarding a resolution of the amount owed.

  On 4/21/22, we received an invoice for work purportedly performed by a ***** ***** at the house owned by **** and **** ****** This work was not requested by Accurate. Completely unclear why ***** ***** would be invoicing Accurate for work purportedly performed at our customer's house. Even ***** doesn't suggest that Accurate misdiagnosed or caused any damage to this property. 

  To date, Accurate has diagnosed a failed pump and pressure relief valve, replaced both of these components and repaired some damaged pipes around the boiler. Granted the pump failed. 

  Accurate believes that we are still owed for service work performed at the house located at **** ****** *** ******** albeit less than our original invoice of $1383.00. Accurate does not owe any remuneration to ***** ***** for any work that he has performed. 

  Customer response

  04/26/2022

  I am rejecting this response because: 

  I have reviewed the information from Accurate and it appears that resolution will not be possible.  I have attached the collection letter from the collection service that Accurate Heating and Air Conditioning uses.  It is clear that this is in regards to the unpaid balance due for the unsuccessful repairs to the heating system at **** ****** ***** ******* **** ******  This collection letter clearly has my name as the debtor which is contrary to what the response from Accurate has stated.

  The quote from the response from Accurate Heating and Air Conditioning in this matter I do directly dispute:
  

  "On 4/21/22, we received an invoice for work purportedly performed by a ***** ***** at the house owned by **** and **** ****** This work was not requested by Accurate. Completely unclear why ***** ***** would be invoicing Accurate for work purportedly performed at our customer's house. Even ***** doesn't suggest that Accurate misdiagnosed or caused any damage to this property."

  When I spoke on the phone to Accurate's office in Chillicothe I informed them condition and in the pictures I attached to my complaint it is evident that the job was left without being completed.  I do not believe that any technician would leave the system with the door off and the transformer and controller laying like I found when I reviewed the work performed.  The circulation pump, contactor for the circulation pump and the thermostat had to be replaced to get the system operational.  Those items I billed Accurate since after 2 months of inaction on the part of Accurate it was apparent they did not intend on finishing the work.  I believe that based on my trouble shooting of the system that the system was shorted out and caused all these components to fail.  I do not think it is unreasonable to come to a conclusion that the work would not be completed, and since it was in the January/February timeframe I feared that the pipes would freeze and burst since this is a water heated system.

  I am curious if the pipes would have burst from freezing who would have been responsible for the cost and repairs?

  I do appreciate the help from the Better Business Bureau in this matter and would like to know if there is anything else your office can do to resolve this issue.  I will be contacting the Attorney Generals office due to the response from Accurate  concerning the collection notice to see what they  might be able to do.  I will also be seeking legal guidance if the invoice I have sent is not paid.

  Thank You again for your help with this issue.

  **** *****

  
  
  Regards,
  
  ***** *****

  Customer response

  06/13/2022

  I am rejecting this response because: 

  The assertions I have made can all be proven.  Therefore I reject any of the responses from Accurate and will be suing for payment.  

  The pump that they requested be returned to demonstrate that I do what I say I will do.

  **** ***** will be in contact to settle the invoice from Accurate.  

  My assertion and the grounds of suing is simple, Accurate has requested payment for work that was not done or not completed and I had to finish the work they said they did.  This will be settled in court and I do not have any interest in additional communications from Accurate regarding this issue until court time.
  
  Regards,
  
  ***** *****

*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. ↩