Complaint Review: ASAP Air Conditioning - Mesa Arizona

 The story begins June 25th 2012. I Purchase an air conditioning unit from Discount AC Outlet in the store. Eddie tells me that they may be out to install later that day. This does not happen but not a huge deal I understand how busy AC work is in summer. The next morning, the men come to install the unit and they are late so I call to see what the hold up is and Eddie informs me that I need to disregard the original invoice because he sent out a different unit (smaller) than the one he had listed for model and serial number from the day before. Not thinking I do so and they installers give me the new invoice.

They install it and the next day my house still has not cooled. I call and they tell me that it is normal to take a while to cool because it was so hot from no air for a day and a half. The next day, it still not cooling. I go out and look at the unit and see that the manufacture date is November 2007 and there is a large hole that is on the side of the unit (manufactured). I call and they send the same techs out, they cover the hole with a small piece of sheet metal. I confronted Eddie about the Manufacture date and he assures me that it is new and it had simply been in a warehouse and this is totally normal to get an older unit unused. I ask for proof and he tells me to go online and register it. I do and no issues but he told me that he would send the proof to me that it had not been used. That did not happen!

When the techs installed the unit, they replaced a split unit with a single unit so this left a "closet" area that needed to be filled in. Duct work in the floor covered and wires removed. The duct work was simply covered with a very thin sheet of metal and all wiring was left, cut off and exposed! Wires for the thermostat were hanging in the opening.

Days later we are still are not reaching the temperature that the thermostat is set at. Tech comes out. Days later, not working properly. Tech comes out. Eventually, I get a so called supervisor to come out and show him the closet area and he says that we may need to put more vents in my floors to get this unit to properly cool the house. They decide this is not the case and they decide to replace the ductwork instead. Yet again, days and weeks after the install we are still not cooling and it runs all day long and does not reach temperature. They come out again and tell me that my filter is too strong. I change it with the less restrictive filter they recommend. At this point I know that on two separate occasions they have added Freon to the unit and they have been out several times with the exact same issues reoccurring.

I guess the weather finally started to cool enough that it seemed like it was working better. Then it gets cold outside and I need the heater...The first time I turned on the heater it came on for a few seconds and then shut off. I call ASAP yet again to come see what is wrong. The same techs that have been out here every other time, that I asked to not have sent out again, return. He tells me that it is the breaker. He asks where the closest home repair store is and I direct him to the local ACE Hardware. He returns and replaces the breaker. According to the invoice when I purchased the unit the electrical including this was to be replaced. It was not. It is still the same wiring, fuses and rusted whip from the original AC. We get through winter okay but I notice that my electric bills are sky high and have been. I try to conserve even more. I had specifically asked Eddie about the energy star rating when I was in the store making the purchase because I was curious about rebates for buying a new unit. He danced around the subject and said anything newer was going to be more energy efficient. I replaced a 16 year old unit. So I am concerned about the cost of electricity. I move on with life.

Summer 2013. I realize that the unit is running non-stop! Temperature is 83-85 all day and not getting down to 80 that it is set at. It is running 12-15 hours a day non-stop. I call on July 8th and tell them what is going on and the gentleman tells me to call back when I can tell him the two names that are on my invoice from the installation and then he will send someone out to look at it. I call back and it is too late to get someone that day. One of the girls that I talked to when I called back the second time that day had taken info and set time for the next morning. An hour later a different woman calls and asked for the date of install again because she has not record of it and I tell her all info again and she confirms appt for the next morning.

Kevin is the tech that comes out this time. I tell him about this being a reoccurring issue and ask him if he had to add Freon because I would like to keep track for my records since somehow my information seems to be getting lost. He tells me that he didn’t but I of course did not watch him. He says he installed a "hard start" and this may possibly fix the issue. Two hours later the system has not dropped the 1 degree that it needed to shut off. I call back and inform them. They say that I need to raise my thermostat because it can't keep up with it set at 78 degrees. Mind you it is only 11 am and not super hot. I set it to 79 and it shuts off for a couple minutes then runs continually for hours again. I call back at 12:15 and tell Crystal (woman #2) that it still will not shut off and I want to talk to a supervisor. She tells me someone will get back to me. I call Eddie from Discount AC that sold me the unit to ask about the warranty because the company is closed for the day and I want to see about having a different company come look at it. When I bought it he said that I had a 5 year warranty and the invoice states, "All warranties are null and void if the customer or a third party services or otherwise alters the condition of the goods or services." I tell him that I was trying to contact ICP the manufacturer and he tells me that they will not deal with me, they only deal with dealers. Temp is 81 and set at 79. still not cooling.

July 10th. Called Sandy at ASAP to see if anything had been decided on to fix the issue she tells me that they are going to replace my ductwork. I inform her that they had done that last summer and it did not work. Tells me she is going to talk to Kevin and see what to do and she will call back.

I call ICP to find out about the warranty. They are puzzled that for some reason it is showing that I only had a 1 year warranty so it had run out two weeks prior. Guess I can call someone competent to look and see if they can figure out how to fix this since I apparently have no warranty. At 12:20 PM I call and speak with Crystal again and she seems to have no knowledge of me or the fact that I have had any work performed by ASAP so I explain it all again. She tells me, "well, it is normal, it is hot outside." It was 91 degrees outside and my AC still won’t shut off! She transfers me to Sandy who then tells me that no one will be coming out to my house.

I call a reputable company. When the gentleman comes in I explain everything over the last year and he goes to check the unit. Upon removing the panels to see the equipment he is alarmed! He comes in to get me and asked me again about the fact that I was told that this unit is only 1 year old, of use at least. I tell him yes. He says let me show you. I am then informed that there is only the original shell and coil!!! This is all. The blower motor, fan, compressor, capacitor and condenser are ALL aftermarket parts. The unit was originally a gas heat, 3 phase unit and ASAP had taken out all of the gas parts and put in electric heat strips(the hole on the side was a vent for the gas), they had converted a 460 volt unit to fit a 240 volt house hold system. This is a commercial unit and that is why I only had a 1 year warranty and residential units do have a 5 year warranty. This is the type of unit they use in grocery stores use and it is not meant for a home under any circumstance. This explains why the manufacturer was confused. It was a commercial unit on a residence! The 3 phase had been converted to a two phase. Wires are strong everywhere inside this unit and not safe at all. The power had never been moved so ASAP had just run a power cord under my house and left it hang only wire nutted together. The duct work is not fully attached and if it were to fall in the wind it would disconnect the power and possibly spark a fire from that let alone the wiring disaster that is in the cabinet of this unit! I have pictures for every one of these accusations and also have the statement of other companies that have come out to inspect this mess.

This company has put my family in danger and committed a terrible act of fraud.

Unlike ASAP that claims to not remember me or my situation, I document everything! I can prove it all!