Hiring Airplus to install our air conditioning unit was a mistake. Not only were they hours late to the initial install, we had many issues with the unit afterwards, and AirPlus did little to resolve the problem in a timely manner.
The issue stemmed from them leaving a large piece of cardboard on the unit (from the box it was shipped in) during the installation. This means the unit could not function the way in which it's meant. This led to multiple floods in our basement and significant, unnecessary stress.
They came several times to resolve the issue and could not, until one of their people finally found the root of the issue.
To have them respond in any way took many phone calls. We had to constantly remind them to make good on any of their commitments. Messages to the company owner were unreturned. Barb, the Manager, is nice on the phone; however, falls short on action.
Eventually, they did respond and did some extra work to the unit.
I do not recommend AirPlus. They are indifferent to providing even third-rate customer service.
- Company Response
Unfortunately, this comment from the customer doesn't tell the whole story. The job was quoted on June20/07 and installed on Saturday June23/07. This time of the year is the busiest. We are booked 2 weeks in advance, and the customer pleaded with us to install it on the following Sat, when we had no openings for at least 2 wks. So one of our installation crews ( normally they do one installation each on Sat)offered to accommodate this customers demands, and installed this a/c on his off time . Yes a small foam packing was stuck in the bottom of the evaporation coil, which was missed by the installers. Which caused the coil to freeze up after extended usage and stop the a/c from working. When a/c was shut off the ice would melt and consequently a small puddle formed around the furnace. We admit the mistake, and came out there 3 times because it was difficlt to figure out but finally solved. Because this was in an very old home with some small ductwork and limited return air, it seemed to be an air flow problem, but didn't expect it in a new coil. We did a free a/c and furnace clean and tuneup in May/08, in which the a/c is working fine but the tech found lack of combustion air for proper furnace operation for heating.( we did not install the furnace). Therefore by gas code my technician had to red tag the furnace and told him how to fix the problem. Obviously customer was upset with our diagnosis which prompted these comments after that service call. We bent over backwards trying to satisfy this customer, but human nature being what it is, one bad event wipes out all the good efforts.