Unique Air Services Poor installation, terrible customer service and do not up hold guarantees. Bradenton Florida

6/9/2016

To Whom It May Concern:

We are writing to inform you of frustration we experienced with the installation of our new AC unit through your company.  We have been forced to review the items we were advised that make your company different from the rest and feel there are several factors your company has fallen short on as far as the commitment you made to us. 

We had our AC installed on 5/5/16 and since that time we have had several requested service calls in order to get the unit functioning adequately.  First of all on 5/5/16 when the unit was installed the technician was unable to install the UV light that was outlined as a component of the unit when the CA Jon Fardell met with us on 5/4/2016 in our home and the installation contract was signed.  The technician was unable to install it because he did not have the part with him.  It was our expectation that if the item was a part of the customer acceptance and the installation contract that it would be available the day of installation.

The UV light was not installed until 5/17/2016 almost two weeks from the original date of installation. 

On 5/22/2016 the unit failed to cool appropriately.  A call was placed and we were advised a technician would not be available until 5/23/2016.  We felt this was unacceptable with such a newly installed unit.  A technician was dispatched after we voiced our dissatisfaction and Griff arrived and added refrigerant in order for the unit to cool but had to return the following day on 5/24/2016 in order to weld CU suction inlet.  At this time he stated he pumped down system, pressurized evaporator, checked coil and lineset, and repaired all welds.

On 5/25/2016 the unit failed to cool once again.  Service call was placed but no one avail to come. We were advised a technician would arrive to our home between 12pm and 4pm on 5/26/2016 with a call 30min prior to arrival.  At 345pm we called the office because we had not heard from the technician or any representative regarding arrival.  Crazy how you can be kept captive in your home waiting for a technician.  The technician arrived after 4pm (the quoted time) and advised us the work would take 2 ½ to 3 hours to complete necessary work.  We had previous commitments with our son and had to leave at 6pm.  When we left the technician was still there and when we returned at 9pm we found the unit still not cooling and no invoice or list of work performed.  To date we still have not received any information on the work performed.  Pics of how the unit was left were taken.  Since the unit still was not cooling a call was placed and we were told the technician would call us back.  The technician called back and advised us the unit had a leak under the foundation and the cost to repair would be $1000 and we would have to pay $500.  Needless to say we found this to be unacceptable and we remained without a functioning AC unit for longer than 24 hours at this point.

On 5/27/2016 we contacted the CA Jon Fardell who advised us two technicians would be there in the am once they were done at another job.  The technicians did not arrive until 132pm to complete the necessary work on the AC unit that was not cooling.  Upon completion of the work we requested an invoice or copy of work competed and the technician stated he does not do that.  He told us we would have to contact customer service.  After several hours the unit was not cooling and when I went outside we found the work completed to be less than par again and tubing wires etc. left behind.   Since the unit appeared to not be cooling we made a call and another technician was sent and advised us everything tested fine and sometimes it takes time to cool down after the type of work that was done.

Again on 6/4/2016 the AC failed to cool.  A call was placed to Unique Services at 625pm and a return call from technician was scheduled.  The representative returned call at 635pm and stated she could have technician to the house between 10pm and 2am.  Our previous experience with this resulted in inadequate service and the technician having to return the next day anyway.  So this was declined and a time scheduled for 6/5 between 12pm and 4pm.  The representative then called back and changed the time to 8am – 12pm.  Unfortunately we were unable to keep this appointment and called the on call service to notify them we would not be home at that time and she rescheduled for Monday 8am – 12pm.  On 6/5 I received call from technician he would arrive for apt in 45min.  I advised him we called and cancelled that apt and it was rescheduled for Monday.  I asked him if he could verify that and he said if it was not rescheduled it would be now.

On Monday am I called office to confirm apt between 8am and 12pm and was advised it would not be until 2pm – 6pm.  We were not happy with this change but continue to feel there is nothing we can do except remained trapped in our home waiting.  We also requested a copy of all invoices at this time from the representative she took email info and stated they would be sent.  To date these invoices still have not been sent.  The technician that arrived on 6/6/1016 was extremely professional and informative about his work.  We were very pleased with this technician (Daniel V.) and the work he performed.  Currently the unit seems to working fine.  However we remain concerned about what our electric bill will look like since the insulation around the thermostat was inadequate causing the unit to run excessively. 

With all this being outline we are requesting the $500 frustration guarantee your company offers to be granted.  In addition you guarantee 100% satisfaction and we remain on edge regarding how we feel about the entire process and service provided by your company.  In addition to the $500 frustration guarantee we are requesting that we receive information as to what repairs and equipment changes occurred during the above time frame outlined above since we still have not received the requested invoices.   

Thank you for you cooperation

Current Issue:

The above letter has been sent several times to Unique Air Services.  No one has ever contacted me back or inquired to discuss the matter further.  On October 6th received email requesting I schedule Maintenance check on AC unit.  On October 14^th I called to schedule appointment.  Customer service representative asked what day was good for me next week ie 17^th -21^st.  I stated Mon/Tues 17^th or 18^th.  She placed me on hold came back on the phone and told me no appoints were avail for next week…I asked her why she offered that to begin with…Place on hold again.  Came back and said ok will do it next week I said ok Monday.  She said let me check to see if we have anything avail.  Came back and said nothing avail.  I asked again why she is offering days that are not avail.?  She said let me call dispatch, came back and said ok Monday 2pm – 6pm.  I said ok I am taking off work and will be there 2pm – 6pm. 

10/17/2016

6pm no show on tech.  no calls or notification received regarding delay and or reschedule.  called customer service very upset with service I took off work missed my sons baseball game to be here between 2 and 6 and now was told they would have someone come between 6 and 10.  Asked to speak to supervisor and was no there was no supervisor avail. She would have someone call me in the am.  Stated name of customer service supervisor is Jessica Yawn.  She stated she placed info. In an email and someone would call tomm but a tech would be here tonight between 6 and 10pm.