My initial sales and service experience with Air Central was fantastic. Took a recommendation from a friend to use them, and was extremely satisfied until now. I had an A/C unit installed in my home about a year and a half ago, and have been enjoying it for two summers ever since. I received good service at a good price in a timely manner. What more could you ask for? This summer, I noticed that the one of the copper refrigerant lines Air Central installed in my basement between the unit and the furnace coil was kinked. I contacted Air Central about this as their website states “high quality, clean work and attention to installation detail – all at a reasonable price.” The response was quick but Air Central is taking no responsibility for the issue. The paraphrased response after a couple messages back and forth was along the lines of “are you sure you didn’t cause that yourself? If your AC is working, then there’s nothing wrong with it that way. It would cost us too much time and money to come fix that. It’s hot out and we are booked up solid. If you want to pay to have it fixed I can book you in.” I asked Air Central to re-consider just coming to have a look at it as a bare minimum. You know, come to my house, look at it with your own eyes (not a picture I emailed) and tell me to my face that it is fine and that this is in fact “high quality, clean work and attention to installation detail – all at a reasonable price." Since then, Air Central has gone silent. They do not answer phone calls from me, they do not answer emails, and also have not answered the Better Business Bureau after the BBB spent 3 months trying to contact them about this. The complaint I filed with the BBB is now registered as an unanswered in Air Central’s file. In summary, once Air Central gets your money for the initial install, they don’t care about customers after that. If your looking for air conditioning, look elsewhere and don’t get trapped by Air Centrals ability to beat the competition by a $100-$200.
- Approximate cost of services:
- $3,640.00
- Company Response
Thanks for taking the time to leave a review. We appreciate your business and are glad you were pleased with the fantastic sales and service experience as we assume your friend who referred you to us also experienced. In addition, we are glad to hear that you have been enjoying the unit for the last couple years.
As you know, the circumstances surrounding your above complaint are unusual and obviously your side to the dialogue you forgot to present. We have attempted to be courteous and have replied back to you several times as noted in your above out-of-context multiple one-sided responses. While we still aren’t sure what transpired, you first said you were working around the pipe while doing basement renovations and noticed the kink in a pipe (that would have covered by insulation and no way to see it), and you decided to remove the insulation on the pipe. Not sure why someone would do that. Then after you said you wished you hadn’t told us you were working around the pipes. But then there would have been no explanation for missing insulation in an area no one would ever access I suppose.
Either way, after viewing the photos, there was no functional need to redo the line. The only real problem was the customer decided to remove the insulation. It would be similar to a customer seeing a board inside a wall had a mark on it and then the customer removes the drywall off the wall and then demands the builder to redo the wall. Or asking a doctor to redo stitches that weren’t perfectly spaced apart. After the cut had healed 2 years later.
Leaving a review on Better Business Bureau in an attempt to coherence us and expecting that third party leverage will get your way is not meaningful dialogue. And then cutting and pasting your same comments later on other sites when you didn’t get your way through BBB also isn’t contacting us.
As we have already discussed with you several times, there is no need to change something that isn’t broke and it would not be in your best interest to open up a system anyway that by your own admission has been working well and you have been enjoying for 2 years.
Once again, thanks for your business and we trust you will continue to enjoy your AC.