Acrheatingandair reviews

1573232097

Paul Valdes

google

We find this to be a very unfortunate situation for many reasons, primarily because for the last 22 years all members of our team at ACR Heating & Air have dedicated their heart and soul to delivering the very best personal service to every client we serve. We have proved ourselves to thousands of clients, always standing behind our work. To start with, several events, timelines and conversations included in the information you posted are inaccurate while other events were left out. For example, the first system quote request was an inquiry if we would install HVAC equipment you supplied or if we would connect, charge and start up equipment you or someone working for you had installed within your rental properties. We advised at that time, this was not a service we offer or perform. It is true that on your second service repair call a quote was requested, however, during peak demand seasons we prioritize our schedule to accommodate clients who are completely without heating or cooling as well as those enrolled in our annual maintenance program. As you noted, when the service call was placed, we were very quick to respond, ensuring your tenant had an operational cooling system. Admittedly, the authorized repair made was not a long term solution, however, it was the best that could be done immediately to get your tenant cooling that morning. As your tenant had cooling at this point and would for some time, your quote request was not deemed urgent per our prioritization policy and due to record summer temps. We work around the clock to meet our clients needs but we are not a company with 100 service vehicles on the road promising the world within an hour. We promise honesty, integrity, the highest quality trained and ethical technicians in the industry and placing our clients first. Our prioritization policy has never been seen as an issue especially on a 100 day when youre the one without an operational cooling system. Our clients have always been told this and know if they were the one wed place them ahead of others. As with many other HVAC companies, repair and sales are completely different services. Your repair invoice payment was requested immediately due to your statement Im not paying until you give me the quote Im owed. It is also our policy to refuse service and stop all workflow in progress for any client denying payment for billed services already rendered and completed. During your phone call to pay the invoice due, we initially thought this matter to be a miscommunication error which would have been resolved immediately and our business would have continued. However, after paying your invoice you issued an ultimatum to Myra now that Ive paid we can continue our business relationship or not and lose me and my mothers business as well. We have been very fortunate over the last 22 years to be blessed with such great clients, many whom we call friends and only forced to refuse service to less than five people. The decision was made to not continue our business relationship. This decision was made from previous conversations and your earlier mentioned ultimatum during this matter which we felt was using your own mother as a pawn. We determined that we may not be the right company for you nor meet your particular needs, only resulting in a less than desirable business relationship. As for your professional and personal character attacks toward John and Myra being terrible people, in both respects we choose to not respond with a comment. We do so due to the fact that you had only been a client for a short period of time and other than a limited number of calls and emails to Myra and one less than three minute phone conversation with John requesting we install your personally supplied equipment, we have never spent any time together. Since no one from ACR Heating & Air has ever met you, how could either determine the others character? Again, we hate this unfortunate incident occurred and wish you good luck in life and business endeavors.

1573480105

1

Beware; initially ACR provided great service. I manage several real estate properties with aging HVAC systems, and ACR was prompt to repair any systems that were broken down. Unfortunately, this is where the good stopped. The last 2 service visits resulted in a phone call from the service tech explaining that the systems were leaking and that a system replacement would be needed. I said I understood and requested a quote for the required service. I expected to receive the quote in a timely manner, so after a week I asked if I should expect to receive the quote soon. Myra told me that John was working on it and would get the quote to me ASAP. This was the second time I had requested a quote and been put off. The first time, I paid the service invoice expecting to receive the system quote soon after. However, after following up with them for 3 months, I never received the quote and had to call them out again to fix a refrigerant leak. This time, I refrained from paying the invoice, because it seems like after they get their money, the relationship is over. They did not request payment, so I just waited patiently for my quote before I submitted payment. After 2 weeks of not receiving a quote, Myra sends me the invoice again with no message or statement. I ask her when I will receive my quote and she says "It's on John's list to be completed" and then requests payment. I told her I typically pay invoices when the work is completed and since the system is leaking and the service tech said a system replacement was required, I viewed the work as incomplete. I also explained that the last time I paid the invoice, they stopped communicating with me. I tried to have a mature dialogue with Myra and discuss my concerns. She refused to converse and kept repeating that I was "holding [their] money hostage". I told her that I was not refusing to pay, but that I simply wanted to receive the quote they promised for a service they said was required. After speaking with Myra on the phone, I received the following: "I have spoken with John Elder, owner of ACR Heating & Air, concerning the current situation with your property located at (address). The initial service call was placed on 8-26-19 and our technician arrived that same day. The problem was diagnosed and the repair was authorized by you via phone with our technician. At that time, the technician completed the authorized repair which included 4 lbs of refrigerant and a cooling system maintenance. The system was working properly at that time. You were advised of a refrigerant leak for which a system replacement would be required. Our technician obtained system information in order to provide you with a free replacement proposal. The initial service call placed on 8-26-19 has been completed in full and payment is due immediately. The matter of a free replacement proposal is not related to payment of previously completed services. Again, payment in the amount of $533.00 for the 8-26-19 service call is due and payable immediately as the authorized work has been completed in full. Due to the fact that you have withheld payments to ACR Heating & Air for authorized and completed work, we will no longer be providing you with a proposal for the replacement of this system or any future work. You may contact us at (phone #) in order to make payment for the above referenced service. If we have not received payment by Tuesday, September 10, 2019 at 5pm, further action will be taken." I immediately called her again and explained that I was not withholding payment and was just trying to have healthy conversation and try to find answers to my questions. Even after such an inappropriate email, I told her I was still open to working with them. She told me that she would talk to John and let me know either way. As you could probably expect, she never replied. I sent several follow up emails and called on the phone and received nothing in response. All that to say: Stay away; John and Myra are terrible people - personally and professionally.

1622658223

Merritte Stidston

google

5

I have had two Trane systems installed at two different homes. The team from ACR Heating & Air was on-time, professional and delivered great service. 1st rate in every aspect from quoting to installation. I highly recommend them and will use them again in the future.

1655861387

Matthew Taylor

google

5

ACR installed my unit back in 2017 always supported it great. Went WAY above by fixing a bad part and now I have cool air upstairs. Thank you again ACR team you are the BEST!!!!!!

1535495259

Brandon Marsh

google

5

My handyman recommended this company and I am very happy with his recommendation. I had them come out to maintenance an A/C system on a home we purchased that had not been serviced in 5 years. They were on time and didn't push any upsells like some of the larger companies I've used in Atlanta. I was very pleased and trusted them every step of the way. I look forward to using them for maintenance on the furnace system once winter rolls around. Thank you!

1527194054

Chris Bullard

google

5

John and his staff are outstanding.. Great service, great prices, fast follow when you call, and always looking out to help you. I would highly recommend them to anyone who needs great heating and air service. They just installed a new Trane air conditioner today and we are sitting in cool house. Thank you John! Chris Bulllard