first they sell us on a particular model central air unit, then a heat wave hits and they tell us they can't get it for another 2 weeks and might not be able to install it for another 3-4 weeks. so they upsell us on a more expensive model that they have in stock. then they come to the house to do the install and don't use the existing entry points into the house and make new ones and charge us an extra $500 to do so. not only was this work of poor quality and now we're going to have to pay extra to make it look nicer, but they didn't clean up the old lines. then when I try to pay off the bill they said they were going to charge me an extra 2% processing fee because I wanted to use my credit card and pay it off in a single transaction instead of doing multiple e-transfers.
- Approximate cost of services:
- Company Response
Good Morning Private User,
I would love to assist you with this concern. I never want one of our customers to feel they have been taken advantage of.
It was your choice to proceed with the purchase of our "premium" AC, instead of waiting for the "Regular" AC to be back in stock. Unfortunately the supply chain is still broken thanks to COVID, and all suppliers are short on AC units this season. Even with planning ahead there are still pending shipments from February 2022, that are still to arrive.
When our Comfort Specialist attended your home the mechanical room and basement were so jam packed with items he had to make a second trip after you cleared a path for access. At that time he did explain to your "on site contact" that the copper line set may require replacement if it didn't pass the pressure testing. The existing line set unfortunately failed the pressure test, so it needed replacement. Line set replacement is not included in our pricing(flushing and pressure testing is), so when it failed we quoted you for the extra costs. The existing line set was over 50ft long and used the "zig-zag" pattern to get from the condenser to the indoor coil. Our installers are taught to take the shortest path, to avoid excess wear and tear on the AC units.
Our Comfort Specialist did speak with your "on site contact" regarding coming back to remove the old copper line set. Which we are happy to schedule at your/their convenience.
As for the 2% credit card convenience fee, if you read all the documentation that was send prior to your install you would have seen this is clearly explained there.
I don't doubt the validity of your review although I am disappointed that you would not mention your concerns with any of our staff for resolution. Rather you choose to post a damaging review as "Private User".
If you're just looking for a platform to vent, please proceed; Homestars is an excellent platform.
Should you have any further questions or concerns please do not hesitate to contact us directly.
The Accuserv Team