Complaint Review: Plumbing and A/C Medic - Gilbert Arizona

I had been searching for a heat pump that would be sufficient in cooling and heating my home efficiently. Since purchasing this home just over a year ago, we have had a bad experience with several of the major necessities (hot water heater, a/c etc.) and when we didn’t get anywhere with the home warranty company, once the policy expired, I began looking to get the unit replaced so that we weren’t stuck without air again this summer. I began researching units and looking into what my options were as far as replacement was concerned. On June 6,2018, I returned a call to Sandy who had left me a message from Plumbing & A/C Medic. I explained to her that I wanted to get a phone quote. I explained that after already having several sales people in my home, I really wasn’t interested in having another appointment. I figured since I already knew what I needed, it was just a matter of finding a company that would be able to accommodate me.

Sandy told me that they don’t really do phone quotes and said she’d see what she could do and placed me on hold. A few minutes later, a gentleman came on the line and introduced himself as Glenn. He seemed pretty knowledgeable and after speaking with him for quite some time, I finally agreed to allow him to come out for an in-home estimate. He was the only one who had mentioned anything about duct work, which was something we had inquired about with every other company and had no luck getting any answers. The questions were just swept under the rug and danced around like they were never even asked. Glenn came out that evening and was very pleasant, he answered all of our questions and was very hands on. Most of the technical stuff was discussed with my other half, since that is mostly gibberish to me, but it made me feel very comfortable to see he was so informative and willing to answer his questions thoroughly.

We initially filled out financing paperwork on his tablet however, due to some troubles it was having, he had to call and give it over the phone. After that, I asked Glenn what the A.P.R was going to be and he said he was going to have to get back to me with the information because he couldn’t access it since his tablet and stuff wasn’t working. I advised that would be okay, but to please also send me the detailed estimate, itemizing what was going to be done and the cost breakdown for the service described (which I have yet to receive). I wanted to be able to review it with my family and make an informed decision. He said that was no problem and asked when I would be interested in getting the installation done. I advised that I wanted it done as soon as possible but wanted to review everything first and make sure it was in my budget.

The next day while I was at work I received a telephone call telling me that the installer was on his way to my house. I was swamped and had just gotten done with a meeting, not to mention totally caught off guard, so I quickly called my house to let them know someone was coming and was told they were already there. I was so busy with work that at that moment, it didn’t occur to me until later that evening that we had never finalized anything. I was livid, and after that reality set in I called my house to see what was going on. My mom advised me that the installer had left, and we were without air conditioning. I tried calling the company to see what was going on and the person who answered told me I wasn’t on the schedule, I replied that didn’t surprise me because I wasn’t supposed to be and I wanted to know why we were without A/C. He said he would look into in and call me back. About 15 minutes later, Glenn calls me asking how things were going (as if he didn’t already know) and I explained what had happened and he said that the installer had just gone to get a part really quick and would be right back. I told Glenn that there is no reason why it should take almost two hours to get a part “really quick,” and that this was unacceptable and that I had not agreed to any of this. He said he would take care of it and went to help finish the install.

When I arrived home, the vent had been placed in an area not previously discussed with me after they had started it elsewhere (damaging my ceiling), the ducts had not been cleaned as promised, the ductwork had not been replaced and I am sure a whole mess of other stuff missing from what was discussed but hard to say since I don’t have anything in writing to refer back to.

On June 12 I received a follow up call from Tiffany who wanted to get me on the schedule to have their Comfort Quality Specialist out to inspect the job and make sure the installation was completed up to standards. When I returned the call, I ended up speaking to the gentleman who answered. I explained that I was returning Tiffany's call and needed to get on the schedule for the quality checkup for the installation. I also expressed my frustration with the damage to my ceiling, the fact that the job wasn't completed and I had yet to receive any paperwork. He said that they utilize another company for repairs and they would call me and make those arrangements. He said that when Amanda came out, shed take a look at everything and get me what was needed and be able to provide me with any paperwork.

Well, that never happened because Amanda never came out for our appointment. On the 24th, I received a return call from Glenn about the financing. I returned his call and advised that I still had not received any paperwork and explained the other issues. He stated that he'd get the contractor to call me regarding the repair and get over documentation. I then received an email from him stating that I needed to call the finance company because they wouldn't help him without my social security number. I called the company and was told that they didn't have anything for me and asked for my confirmation number from the application stating that regardless of how the application was submitted, that would have been provided. I explained that I was not given one and advised there was nothing they could do. Glenn did not follow up with me after that until the end of August (but that comes later).

I went to Show Low/White Mountain Lake with my fiancé to visit his parents, they stay at their cabin up there in the summer and wanted us to come visit. On Sunday, July 15, I received a call from Tiffany who made several threats about suing me and putting a lien on my house (for unauthorized work?? ok, see you in court). I advised her that I had requested on numerous occasions an ITEMIZED ESTIMATE, and the supposed finance approvals that I had so I could see my rates. I also let her know that her "quality" person never came out, the work was not complete and unauthorized, and she began speaking over me, yelling at me making more threats and I told her to return my more efficient unit (which was broken and my electric bills were cheaper with) and take the unit she supposedly had installed on my house that was supposed to be "better, more efficient etc." She screamed at me that my unit was gone and hung up. 

The next thing I know, I have Glenn beating on my door at 7 o'clock in the morning. Fortunately, I was working from home, otherwise he would have upset my mother (who he is aware lives with me and has recently has a stroke). I ended up having to call the police department because he refused to leave. This seems to be an ongoing issue because this company wants to do everything under the sun EXCEPT provide me any documentation or contracts or finance paperwork. More to come I am sure.