The AC Guy Inc

I am still waiting on a permit from a July 2019 new AC installation. I was originally told they would schedule it with the city and they would let me know around when the city would stop by so I could make sure to be home. No one let us know, the city passed by and left a note saying they were by and it needed to be rescheduled. I let the A/C Guy office know and they said they would reschedule it and let us know. We’ve called numerous times and it’s been excuse after excuse..Covid, summer time, busy, finally after about a year and a half they had someone come out with new paperwork to sign..as of today nothing. We went to the City of Margate and were told we had to wait for the AC Guy to reschedule it. Went back to AC Guy and the lady who answered the phone is so rude she raises her voice, talks over us, so frustrating we had to hang up. Today someone from the office calls us to see if we would like to purchase a service with them ??wait so now you have time?? because you’re sitting there just making phone calls..so we tell them why would we purchase a service plan when we’re still waiting on a permit you are supposed to do for us almost three years ago..they put us on hold and then hang up on us. We try calling back and the phone has been busy..looks like they kept it off the hook on purpose. Stand up company these guys..they take your money and run..so rude to their customers and are ignoring their service to customers after installation..imagine waiting almost three years after installation for them to just schedule a permit with the City of Margate, Florida Government and instead of just doing it all we’re given is attitude, hanging up on us and frustration. Never again and I suggest none of you use their services. They don’t know how to treat their customers with respect or finish their job.

Technician Randy was prompt and professional. The coil cleaning took approximately 1.5 hours with the rest of the check up. We did have a problem with the air not cooling correctly. I called the AC Guys and Randy came back and found the issue ( oil mixed in the refrigerant). Randy was able to purge the oil from the system and return it to running condition. Our present system is a Rheem 2 ton unit that is 13 years old. We may still have some usage time before a replacement is required, Randy gave us a quote so we would know what to expect when the unit fails. Overall very satisfied with AC Guy and Randy was a highly knowledgeable technician. I would recommend their service to friends, as we were recommended to AC Guy by family.

This is my very first F grade on a provider. If I could give a triple FFF, I would. I have been with The A/C guy for almost 20 years! They've installed two new systems over time, and done my service with no major problems. Our second new system with them was a Goodman installed in 2012. AND THEN SOMETHING REALLY BAD HAPPENED: In early August 2017 The coils in the 5 year old system went out! The AC guy sent a tech out who bumped the Freon which only lasted one day. But I paid for the Freon AND paid to have a leak test done for them to determine that. They determined it needed a new coil. The coil was under warranty but not in stock, so they ordered it from a local distributor. The leak test and Freon and a new mtnce contract was $400 (which I paid) with another $264 due for labor to install the coil. I was then advised that the coil had to come from Goodman's Distribution Center in Houston, TX. And that arrival time to south Florida would be about THREE WEEKS. So that mean 92+ degrees in our house in the hottest month of the year for close to a month??. I asked about paying for overnight or two day shipping of the coil and was told it was $100 (I agreed)...then it was $400 (I still agreed)...then it was $1200 (which was over the top). This was supposedly per the local Goodman distributor. So essentially, the part was going to be trucked in with a 3 week wait time. I called Goodman corporate myself after 10 days in killer heat in the house to get an ETA on the coil. They told me that the distributor failed to order it as a warranty part and ordered it as a shelf part...so it wasn't on a truck on it's way to Florida and it would take another 3 weeks for it to be packaged, trucked, and arrive. That would be SIX WEEKS of no a/c in this house. *I* made the calls to Goodman corporate to discover the order error and revised dates--The A/C guy would never have checked on the order to keep us informed of the status or see if we were even surviving the heat. I have not heard one word back from The AC Guy since August 16th--5 days after the coil went out and they ordered a replacement. It is now 10/27/17 (OVER 2 MONTHS LATER!) and I called Goodman Corporate to see where the part was. It was shipped out in late August and arrived. NOT ONE WORD FROM THE A/C GUY in over two months to give a status on the part, offer us an option while we waited, or any other type of relief to the brutal heat in our home. We've never heard back that the coil arrived. We seriously would have died from heatstroke waiting for the coil and to hear back from The A/C Guy. We broke down and purchased a Rheem system after 10 days of horrid heat in the house. We purchased from another company who installed the next day--we absolutely could not live in our home anymore without the a/c. Essentially, The AC Guy totally abandoned us and we went to another company. NOT ONE WORD IN OVER TWO MONTHS AND HAVE NEVER HEARD BACK FROM THE A/C GUY TO THIS VERY DAY. I'm shocked and appalled we were left hanging, and I can never EVER do business with this company. 20 years of using them...and they totally forgot us, never checked for the coil, and abandoned a long term customer. So, 5 years into a Goodman, we had to pay for another brand new system--because after 10 days of 92+ heat in the house? I knew the A/C guy was never coming back. I'm still absolutely shocked at this horrific service incident and as of this writing? We have never heard a word since Aug 15th. Nor do we need to ever hear from them again.

He is reliable. I got an excellent price and quick service. I recommend him to all my friends and acquaintances.

I've used them for years for our primary system, our main air conditioning system. I always do a maintenance contract with them. They come out whenever I need them to look at the air conditioner. 

They've been coming here for years, that's why I keep them. Very responsive, if you don't have air conditioning they will be there that day or the next morning.

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It went great! Until the minute the tech left my home. This company operates like the Mob! I renewed a one year service contract with them. While doing so, I also had them do a service on my unit. The tech Mark admitted to me that he neglected to clean and flush my condensation pump last time he was here and it was full and needed to be cleaned. Which he did. After he was done I signed the contract and he left. As soon as the van pulled away from my home the AC UNIT started turning on and off rapidly. I shut the circuit breaker and Called them back. Mark came right back to check out what was happening. This is where we start to get hairy. The tech began to explain to me how the condensation pump was blown out and needed to be replaced. He didn't break it, it was just a coincidence that it happened right now. REALLY? A pump that was working fine up until he left me house 10 minutes Pryor. He also stated that this pump was going to cost me 187.00. And that's a discount. REALLY? They broke my pump while servicing the unit. Now I have to pay to replace it? No! That's when I was scolded by the emergency tech John. He tells me that "it's July in Florida and you have an old unit. You can buy the new pump or go someplace else and pay double" I was defiantly annoyed so my voice was elevated. this is when John proceeded to state that he was "No *****" really? Did he want to physically fight me? Or do harm to me? I felt threaten. My wife saw my surprise and took the phone from me and he began to scream at her. So in the end the pump on amazon was $51.00 that he wanted to install for 187.00 discounted. Don't forget I do have a service contract. I DO NOT BELIEVE THAT IN 2016 companies like this are allowed to operate.

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I have used The A/C guy for several years.  They have installed 2 units in the 20 years we have been in our home.  I like that they are professional and punctual, and I continue to renew an annual service agreement with them.  I have no issues with this company and would refer them to others.

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Since this writing I have spent another $2000.00 to replace the 3 ton with a 4 ton unit and in a month my electric bill has dropped $70+ with only 22 days of the new unit. So this is how the AC Guy handles the request to make it things right, This is Laura's response is her own words. It is apparent they believe they know what they are doing, as I have a heat load report that tells me they haven't a clue how to size an AC unit and should not tell people they do.
Mr
Demarco,

This is Laura Sarentino, the qualifier of The AC Guy Inc. First of all, I feel there may be a lack of communication or there is something I am missing because we have only heard of your complaint yesterday. I find it hard to believe John or anyone else would call you yelling. I see by your email and the conversations relayed to me that you however may have a problem with our company. By all means, if you feel the need to bring in your attorney, please do so. I can tell you that attorney, or not, those threats do not or would not change any position The AC Guy has. I think we should start over, and see if I can help you. I will most definitely try to do my best. By your letter, it appears to me that you are requesting a "new unit to be installed 3 years after the original date to try to cease this every year event." I can tell you I have no idea what event you are speaking about.
There are numerous things I will address in regards to your email. I will start at the beginning.
1) As far as The AC Guy Inc ever replacing a 4 ton unit with a 3 ton instead, it would not happen. In 95+ % of cases, we would change out exactly what was existing. If in the rare event, a customer has enlarged their home etc, or has just stated they don't Get enough air, we would consider going up a 1/2 ton, which is the most we are allowed to do. On each install, we pull a heat
load calculation to make sure the existing unit matches what it should be. Our technicians have more than enough experience and judgement to make the ultimate decision. As your unit was installed 3 years ago, and this is the first of any
complaints I have heard, I will look into this.
2) I am very confused as far as you stating "Every July since this install and when we are entertaining people I have had to have your folks out because the unit would overheat and shut down for hours on end while it cooled down". Our records show we went out to your home and replaced your unit on July 8, 2011. The following is the only service we have ever done afterwards. It is much different history than what you state. The one and only no cool problem we were told of was 2 years after the install.

3) You state you called a new "company" this year for service and enclosed a generic invoice where a cap and contactor in warranty were bad and replaced, as well as this "person" stating there was too much freon. First of all, it is illegal for a contractor not to have his license number on his invoice. This "person" does not even have a company name. Very shady. I find it hard to believe that your new unit would have 2 parts that went bad. But as you have had someone else mess with this unit, The
AC Guy's warranty is null and void. You have your manufacturers warranty, which hopefully your new "person" can help you with if needed.
4) As far as your stating your original 4 ton was scratched out and replaced with a 3. You are INCORRECT. Look closer. You will see that John was starting to write a 3 1/ for 3 1/2 and switched it to 3. It would be reasonable to see that if he had been writing a 4, he would not have written the 3 first.
5) As far as the website you used. I do not know their credentials, however I did waste the time to look at it, and it clearly states on the front page, "THIS TOOL IS FOR ESTIMATING ONLY AND DOES NOT REPLACE A PROFESSIONAL
OPINION BY A QUALIFIED HVAC CONTRACTOR". We are a licensed contractor with thousands of installs and history under our belt. We use reputable and known heatloads that are used by hundreds if not thousands of contractors on a daily basis. I have no idea of what you are talking about as far as the numbers you typed in being "OUR" numbers, nor do I have any idea how
you say that they equal greater than 3.59 tons. I just pulled up YOUR site, with YOUR numbers exactly as you typed them in your letter and it clearly said it was a 2.69 ton, with 32314 BTUS. You state you believe that you need a 4+ ton unit to fix your troublesome problem. There is no way your home calls for that, and it is not acceptable for The AC Guy, nor would it be
allowed by the City or County rules.
6) Your air conditioning air handler is capable to run, and can be matched with a 3 to 5 ton condensing unit. As this was 3 years ago, to our technicians recollection ,a 3 ton unit was decided upon. A 3 1/2 ton unit could have been installed and was obviously discussed as that he started to write that, but for whatever reason, a 3 ton was decided upon. ( A 3 1/2 ton unit would have cost more, which I am sure is the reason for the 3 ton.) If you had had a problem with any cooling, I am sure we would have heard something from you in the past three years. That was not done as seen above. I have no idea what the "person" you had to your home this July put in your mind, but I have little faith in his competence b y the looks of his invoice.
If you would like to discuss the possibility of upgrading your condensing unit, we can do that, but know that we could enlarge the unit to a 3 1/2 ton unit, nothing more. Your home doesn't call for a 4 ton. If you would like to change out the unit, we are able to do that but you will have pay for it. We did nothing wrong, and as far as The AC Guy and the HISTORY are concerned, your air
conditioning system has been running fine for 3 years. I don't believe you need another unit. I will have our manufacturer look for a 3 1/2 unit for you to match your existing ahu if you wish, and come up with a price for the change-out. I must tell you that I am concerned that you would contact another company to service your unit this year without even giving us the opportunity
to come out if you had a problem. We have contacted you each year for yearly maintenance trying to maintain a beneficial relationship with our customer and if you had a problem, it is not fair to my company that you would not let us know prior to calling someone else. That leaves me with little trust in you as a customer so I find it distasteful that you expect us to change out your
system now by blaming it on something we did just to make you happy. However, I will get the price for you and you can let me know if you choose to proceed.

Sincerely,
Laura
Sarentino
The A/C Guy Inc

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They also did an inspection. Everything went wonderful.

GREAT, couldn't ask for more.

The operator did a great job, and he gave me a great price. They did the work practically for my satisfaction.

The tech who showed up told me my system was shot and I needed to spend about $2000 to buy a brand new unit from them-inside and out. I knew there was nothing critically wrong with my lightly used AC and I called another company. Second company added a little freon and cleaned the drain, that was it. System has been working perfectly ever since.
Their employees are obviously coached to sell systems when the go out to do annual tune ups. I am still angry I didn't report them to the BBB.

Contacted The AC Guy Inc first time from Angie's List for known problem water leak due to visibly filthy condenser coils. Dispatchers (John D, Elizabeth) worked with re-scheduling professionally. Patrick on time, courteous, knowledgeable -- provided check-up service on three 3.5 ton units; confirmed problem unit required condenser coils cleaned. Follow-up by Carlos, arrived on-time to remove coils and wash, reinstall; service included showing me and making common-sense correction (thick application of mastic) to visible gaps in the air seal around intake. In addition to consultation and advice, both Patrick and Carlos offered patient Qand A. All three units are working great, all problems solved. Service was superior, price was competive based on telephone estimates by verbal description of the problem. Highest rating, exceeded expectation.

Excellent. Professional, punctual, efficient. Got it done in one day. Handled the permits. Great job. Competitive prices. We heartily recommend The AC Guy Inc.

It was great, it was done quickly, professionally, and it works well. He handled all the permits. I was satisfied with both the price and quality. I would definitely hire him again.

I HAVE USED THIS COMPANY FOR THE PAST FOUR YEARS. THEY WERE RECOMMENDED BY OUR PREVIOUS SERVICE PROVIDER. THEY SEND DIFFERENT TECHNICIANS BUT THEY ARE ALL KNOWLEDGEABLE AND I CAN DEPEND ON RELIABLE SERVICE.