Air Care Today

Description of Complaint:
Air Care Today has stolen my AC Compressor. The unit is still under warranty and I called numerous times starting in Oct 2022 for a code error. They finally responded and came out to check the unit. During the unit check they blew one of the compressors and left with my unit completely disabled. I had to call numerous times to get them back out to enable the unit so I could at least have emergency heat and air circulation. When they came out to re-enable the unit, they removed the blown compressor. I called numerous times and they kept saying it was on order. I never heard from them until I was finally able to reach them in mid Dec. They told me that apparently my replacement compressor was installed in someone else's unit and they would have to reorder. They have never attempted to reach me since then. I called many times never able to talk to anyone and I left messages, but they never returned my calls. I drove to their physical location at 4730 N SH 123 in San Marcus, but they had abandoned the place and personnel at the neighboring location told me they had packed up and moved to another location several months before. I recently received a text message saying they had updated their phone numbers, so I called and was told they would check on it, never a word back. If they know it is me calling, they do not answer the call and they do not return the call, but if I call from a different number and give a different name, they answer, but do not resolve the issue. They are deliberately avoiding me and I cannot get a warranty replacement for my compressor from anyone else because they took the old one.

Worked with Billy who was phenomenal throughout the entire sales process. Scheduling was efficient and installers were on time and productive. The 3 stars is because we are one year and 11 days post-install and we are already having issues. The temperature is set for 75 but will not cool to that point and we've been living in 81 degrees inside the house in August, in Texas. When I called to have someone come out to take a look the representative was courteous and offered for someone to be here in a few days. However, we are expected to pay the $80 diagnostic fee because we are past our 1-year labor warranty by 11 days...which doesn't feel right. There was no flexibility or leniency, but told we could shop around if we felt we could receive a better deal elsewhere or someone who could come out sooner. My issue is paying for an entirely brand new system with a 1-year labor warranty/10-year parts warranty, and then conveniently 1 year and 11 days it goes out, in summer in Texas, and the customer service goes out the window.

UPDATE: Many thanks to you Von for responding so quickly. Your dispatch did call and was very pleasant to work with. They waived the diagnostic fee as you mentioned. I sincerely appreciate the care and concern you've shown for your customers. We look forward to continuing to work with you in the future.

Von went above and beyond to help us out in a time crunch! We needed someone to take a look at our AC unit to complete the sale of our home. I called him wed afternoon and he came to take a look within 24 hours. He helped verify that the work the buyer had requested could not be done and did not even charge for a service call. They were very responsive and thorough. Will 100% use them in the future

We have only had positive experiences with Air Care Today since we began doing business with them almost 4 years ago. Our most recent visit was for a system check up. EJ also checked to make sure the venting was working properly. He was quick, knowledgeable, and very efficient, which we greatly appreciated!

Air Care Today offers great service and fixed my A/C when we needed it the most! The technician pinpointed the problem and got it done fast after ordering the necessary part. They have top quality service and don't try to sell you more than what you actually need. They also gave me advice on how to keep my AC from breaking down again. Great company and great people!

E.J. did a great job of rewiring my Carrier heating/ac unit when the heat would not come on. He was efficient and knowledgeable and quickly diagnosed the problem. His repair and rerouting the wires was appreciated as it was done neatly and efficiently w/o wires hanging all over the place like it was before he arrived. Nice work!

Solid A+
Sales process was great, they took time to answer all my questions, they were authentic and didn't rush my 3 month decision process. The installers were on time, courteous and efficient. The City Inspector said its rare to see exterior conduit and venting so well sealed and protected. They cleaned up after the job and took the time to show me how to program the thermostat control App. Oh, and they had the best price.

Air Care Today worked with me to get the best price on a top of the line Carrier unit that beat the competition. Two hard working AC techs showed up the next day , removed the old unit ,installed the new unit and it was up and running by 9::00 PM the same day. Two QC techs showed up the next morning and cleaned up loose ends. I couldn't ask for better service than I got. The system is running great.

This past summer I purchased a Gree High-Wall ductless AC/Heating system for our climate controlled automotive paint correction shop. I had plenty of questions and was quite skeptical of the application of this type of unit for the use we intended as well as choosing the right vendor. After all my investigation and doubt, Air Care Today and their helpful team gave me the assurance I needed to go forward. Their quality installation, pricing and customer satisfaction guarantee has been spot on. They promised low electrical expense, performance and their willingness to make anything wrong, right. They have delivered on all levels! My system works excellent during summer and winter and my electrical expense is actually better than before! I have taken my time to test the system and am very pleased! I would do this over again and recommend anyone to do the same. Thank you Von, Cole and the AirCare Today team for outstanding customer service!

We purchased a system from Air Care today last year in June. It was installed, incorrectly, the first time, and took about a week to finally get completed and working. We purchased the high end variable speed AC system with an app and all the goodies.

The System: I would rate the Carrier system 5 stars on it's functionality. It keeps the house pretty close to the temp we want or a little cooler. It is quiet, you don't know when it's running, and the compressor is whisper silent and a great system. I would NOT buy it again.

In this age of connected services, and smart homes, the Carrier platform is the ONLY one that doesn't seem to integrate with a smart home system like Google Home or Amazon Alexa. They won't open their API without a per user charge, at last I read, so you have to use their... not great app to make any changes. Add to that, their system goes down often. You don't know it's down until you try and use it, then you get a generic error.

The Sales: Our sales person was great. Every need was cared for, a spare AC was given, everything worked really well. Frankly, I had multiple bids at about the same price, and I went with Air Care Today because Mike and his wife were great. Still would have been 5 stars. He even got me twice a year maintenance on our system, for a large additional cost.

The Install: Wow, this was bad. It was June, it was over 100 every day, and we had no AC other than a portable in my child's room and a window unit in the bedroom. They did the install, and I was so excited for the new AC. Turn it on, and not so much on the air conditioning. They sent out a guy, he fixed it, same problem. They sent out the Supervisor, and it took 2 additional days. To be honest, I would still give them 5 stars because they went over and above. They really worked hard.

Then I went into the attic and saw how they left my AC. There's wire running in front of the filter replacement hatch. There's some board just sitting on the ground with wires running to it and then back to the AC unit. It's not great. But I have AC.. maybe -1 star.

Now we get to service after the sale. Here's where we get to the 1 star rating. About 8 months ago, I called them about our maintenance per our contract, they said they don't do twice a year maintenance, which is surprising since they billed me an extra 300 for it. I figured that just meant that they didn't need to come in after 6 months since they just put it in.

Fast forward to today. Yes, this is in the middle of COVID, or the tail end, or the beginning. Anyway, I called them 4 times before I finally got someone to answer, and I said that my system was calling for routine maintenance. I was told they weren't sure they were doing that due to COVID, only emergency service. I said, ok, can you look into it. The lady I spoke to said she would reach out when they had a decision. That was weeks ago. Radio silence.

So, a couple points:
The Salesmen are great. They will promise you the moon.

The installers will work really hard to get you AC, and that's important. It might not be pretty, but it will work.

The service after the fact is pointless, don't pay for extra, don't expect contact unless you are paying something for that time. At this point, I'm going to see about getting my money back for the extended service and finding someone else to service the AC.

The system, if you grandmother needs a new SUPER high end AC, is great. Because she will never use any connected service anyway, but if you understand technology, don't get this... Look at some of the others that integrate and allow control via your smart home system.