Affordable Solutions Heating & Cooling LLC

Installation was fine but now I have an issue with a leaking tube. Unable to contact company to repair leaking discharge tube.

This was a horrible experience from start to finish-- we are forced to use this company only because our home warranty policy required it.  Affordable Solutions did appear for the initial visit to assess the A/C problem and agreed to replace the blown unit the following week.  However, each week it was scheduled Affordable failed to show or even call, even when they confirmed the day  before.  The staff were always clueless that the crew never showed, and never ever able to find out what happened or even contact the crew in the field on the scheduled day.    The day the crew finally arrived, 4 weeks after first scheduling them, they arrived at 10 a.m. and it took until nearly 9 a.m. to get the new unit installed.  Apparently there was no new unit available when they came out that morning, and it took them 4 hours of waiting at a warehouse late afternoon before some unit was found that they could install which seemed suspicious.  The new unit worked for five weeks then the compressor blew up and it totally broke down.   In addition to the incompetent install, Affordable Solutions staff has absolutely no internal communications to coordidate updates, notify customers of changes or cancellations, or to check on equipment status needed for jobs.  As of summer, 2015, this company is no longer a member of the Better Business Bureau due to it horrible track record.  I am surprised that Angie's List allows a companies that have bad ratings by the local BBB.   

They came at 10:30am and were here until 8:30pm if that tells you anything. I signed off on the paper that they had completed the work when things were done. About a month later, I found that my water softner wasn't working properly - upon futher investigation I found that they had apparently blown a fuse and didn't mention it to me. If they would have told me, we could have fixed it right away. The air conditioner isn't working now either. I had another company come and take a look to see what was wrong, and they said the circut board was blown and they said since it was a brand new unit, its more than likely an issue that occured upon installation - Now I can't reach the company to get this stuff taken care of. I have a 2 year service contract with them, but they aren't returning my calls.

The date on this submission is a guess, it was last fall sometime.

Please see above

unknown

This company was fantastic! They performed warranty work through my warranty company. A couple of weeks ago I found out that my water heater was starting to leak so I called my warranty company to see what could be done. They reached out to Affordable Solutions to set up an appointment. When they arrived they found out that it was an issue and put in a request to the warranty company for us to get a new water heater. I was under the impression that the warranty company would reach out to me to go through the details and send Affordable Solutions the water heater.
I waited about a week and never heard anything from the warranty company so I reached out to Affordable Solutions. They apologized even through they had done nothing wrong. Leslie I believe was the one that reached out to the warranty company on my behalf and got everything settled for me. This was great as it got things rolling.
I was told that the warranty company was going to cover the cost of the water heater and the installation, but I would need to cover some other expenses such as their disposal of the old water heater. I reached out to Leslie to go over the details and see if there was a way to negotiate the price or if I could just dispose of it myself. She said unfortunately they need to handle those types of transactions do to insurance reasons which is understandable. Too my surprise she called me back a few minutes later to say they are gonna knock the disposal fee in half for me. That was very exciting and made me very happy. It's good to know that just being nice does not go over looked.
The installation is done and the old water heater is gone. It is working great and I would definitely use Affordable Solutions again!

As an HSA Home warranty customer, our air conditioning repair was dispatched to Affordable Solutions. The claim was dispatched on 7/13/15. Someone from Affordable Solutions finally contacted us on 7/15 to schedule a repair by Aaron on 7/21. Aaron failed to show up on 7/21. We were rescheduled for 7/22. Again Aaron failed to show up. We were rescheduled for noon to 2 pm on 7/23 with Alex, who has also failed to show up on time. We called Affordable Solution to find out what's happening, and we were told that Alex is running late. He'll be here sometime today. I'll hold my breath....
Needless to say I'm unimpressed by both Affordable solutions and HSA Home Warranty. I have little faith that my air conditioner will ever be repaired.

Updated to add a letter sent to Todd Syx, owner of Affordable SOlutions to lodge a formal complaint.
 
Dear Mr. Syx,

I am writing to lodge a complaint about Affordable Solutions.
I will begin by outlining the timeline of events from July 2015.

July 13    My claim to my home warranty company HSA was dispatched to Affordable Solutions.

July 15    I had a missed call and a voicemail from Affordable Solutions at 5:19 p.m. I returned the call at 5:38 p.m., and reached the answering service, which was unable to schedule an appointment after hours, although the initial call to schedule was placed after hours.

July 16    My call was not returned. I heard nothing from Affordable Solutions.

July 17    I had a missed call and voice mail from Affordable Solutions at 9:26 a.m. I returned the call at 9:32 a.m., and we made an appointment for Aaron to arrive the following Monday, July 20 to repair the air conditioning.  I arranged to take the day off of work.

July 20    I received a call at 9:12 a.m. to cancel the appointment due to an emergency. We rescheduled for Aaron to arrive between 8 and 10 a.m. the next day, and I arranged to take a second day off of work.

July 21    Aaron did not show up by 10:00, so I called Affordable Solutions at 10:59 to inquire about the delay. I was informed that Aaron had failed to show up for work that day. We rescheduled for Alex to come out on July 23 from noon
to 2:00, and I arranged to take a third day off of work.

July 23    I waited for Alex to show up at the appointed time. When Alex did not show up on time, I called Affordable Solutions at 2:18. I was advised that he was running late from his first job of the day and would arrive by 4:00. When he had not arrived by 4:42, I phoned again to find out when he would show up. I was advised that he was approximately 15 minutes away and would be with me shortly. I asked for a supervisor to call me on July 24 because I had taken three days off work, and had still never seen an AC repair technician. I asked how Affordable Solutions would compensate me for my lost work, and I was advised that Kristie (apologies if the spelling is incorrect) would phone me on July 24.

Alex showed up around 5:30 and set to work. After about 1.5 hours, he had diagnosed a fault in the Zone Control board, a part that he would have to pick up and install on Tuesday of the next week. I asked him if he would now take a look at the second condenser unit, which was failing to cool the upstairs properly. He said that he was running late for his next job, and he would take a look on Tuesday.

July 24    I had no phone calls from anyone at Affordable Solutions, as had been promised on July 23. Eleven days out from the HSA dispatch, my AC was still not functioning properly. The main AC failed to maintain the temperatures to which the 3 zones were set, and in the heat of the day my upstairs AC could cool to 77°F, although it was set to 71°F.

July 27    I called Affordable Solutions to schedule an appointment for Tuesday, which was when Alex said he would have the part. I was told that Alex would arrive between 2 and 4 p.m. on July 28. I asked if he had the required part, and I was told that he did indeed have the part. I planned for a fourth day off of work.

July 28    When Alex had not arrived within the appointment window I called Affordable Solutions at 4:07. I was told that the appointment was not with Alex but Levi, who was finishing up with another customer. Kristie told me that Levi was just taking a credit card payment from the customer, and his GPS put him at approximately 18 minutes? drive from my house. I asked Kristie if Levi had the part from Alex, and she assured me that he did. She also assured me that Levi would call me as soon as he left to let me know exactly when he would arrive. I asked Kristie how to contact the owner, and she gave me the email address [email protected].

At 5:35 p.m., I had not heard from or seen Levi, so I phoned Affordable Solutions again. I had to leave a message with the answering service to find out when Levi would arrive. I was informed that my call would be returned on the next day. Levi and Wayne arrived at approximately 5:45.  Levi told me that when Kristie called him to send him to my house, he was not with another customer but on his way home, on the other side of town. He also told me that he did not have the part required to repair the Zone Control board, as I had been assured by Kristie. He was there to repair the upstairs AC, but I thought
he was there to do the job discussed the previous week with Alex and promised by Kristie. Levi called Alex to discuss how to get the job done. Alex would pick up the part and install it on Thursday, July 30.

My husband hosed off the condenser unit that controls the upstairs AC. This did not solve the problem, so we also
replaced the filter.

July 29    I spoke with Angela at Affordable Solutions to schedule a time for Alex to install the part July 30. We scheduled noon to 2 p.m, and I planned for a fifth day off of work. Once the appointment was scheduled, I asked Angela how I can contact supervisors. I learned that Clark is Kristie?s supervisor. I asked for a message to be given to Clark to call me to discuss the problems I have had with Affordable Solutions.  Angela
refused to provide contact information for Clark or Todd Syx, claiming that these details were not available to her. Ultimately I found this information on the company?s website. I was heartened by the customer service pledge where they promise to strive for perfection daily and deal with all complaints fairly and efficiently.

July 30    Alex arrived early at 10:50. He installed the Zone Control board,
and checked the freon in both condenser units. He assured me that the filter
change would fix the problem upstairs.  He was very polite, answered all of my
questions, and explained to me what he did with the Zone Control board. I told
him that I was happy with him because he was so kind and polite, and I
appreciated the time that he spent working on our AC. I waited a few hours to
see if Alex?s work had fixed the problems. However, the zones still do not
reach the temperature set on the thermostats, and my upstairs AC does not
maintain the temperature set on the thermostats. I wonder if the Zone Control
board is installed properly. I wonder if there are problems with my
thermostats, and I wonder if there are still problems with the condenser units.

July 31    It is 18 days from the dispatch from HSA to Affordable Solutions,
5 appo

Our AC unit was not installed correctly.  It took over a week and approximately 6 phone calls for them to come out to look at it.  They told us it was fixed only to have it break again a few days later.  After the second trip out to fix it it has been working fine.

ASR was able to get to us on the 23rd in the afternoon.  Jason, the tech, was able to detect quickly that the thermocouple was the problem.  He cleaned it, straightened it out, tightened the connection with the main gas valve and reset it.  Problem solved - pilot stayed lit and we were good to go with hot water!  Jason was also most informative by letting me know what was wrong and what he'd done to fix it.  He seems very interested in his work/job.

During a routine clean and maintenance procedure, another HVAC company told me I needed $2600 in repairs or a new furnace.  I contacted my home warranty company and they sent ASR out to review my claim.  ASR examined the unit and found nothing wrong with it.  I hired a third HVAC company to "break the tie", and they too, found nothing wrong with the unit.
I trust the competency of ASR technicians.
I did however have problems with scheduling.  It took three attempts to get together with technician.  Two of those I sat waiting for them to arrive.  The first time they were to be here between 10am and noon.  At 11:30am I received a call saying truck had broke down and would not be able to meet appointment time. We rescheduled for next day again from 10am to noon.  The next morning I called to verify appointment and was told I was scheduled for 5-7pm that night! Rescheduled the third time for yet another day.  They got that one right.  I suggest calling to verify appointment time a couple of hours after making appointment just to be sure you do not take time off work for a no show.

On time & repaired furnace same day.

unknown

Very good - excellent work.

ASR was sent to our house for a service call through a home warranty service.  They did not call prior to arrival as we were told they would.  Service tech had a cold demeanor, not friendly, barely spoke, was not forthcoming with information.  Other service companies wear shoe covers or provide some other protection to your home.  Not these guys.  

We were told the unit needed replaced and that there were some charges that weren't covered by the home warranty.  We expected this.  We asked for the incidentals in writing: 3/4" water shut-off valve - $100; pressure relief valve drain plumbing - $100; water line connections - $100; old unit removal - $100.  10x markup on the retail cost of these parts!  I know because I ended up buying from the hardware store and replaced the unit myself.  From calling competitors they also had the highest price in old unit disposal.  There is a big difference between running a business for profit and PRICE GOUGING/TAKING ADVANTAGE of people.

The "A" in ASR stands for AFFORDABLE!!!  I must be missing something.  I could never recommend doing business with these folks.

I will start off the review by stating that I am an HSA Home Warranty Customer, so they were the ones to dispatch Affordable Solutions Heating & Cooling, LLC.  My A/C unit was making loud noises and the fan was not turning.
I submitted my claim on Wednesday 8/13/14 through HSA Home Warranty.  I had to call Affordable Solutions to schedule my appointment.  My appointment was set for Friday 8/15/14 between the hours of 4:00pm and 6:00pm.
On Friday 8/15/14, I called Affordable Solutions at 5pm because I hadn't heard from them.  I wanted to confirm I was still on their schedule.  I was assured that I was still on the schedule and service tech would call en route.  6pm rolls around - no service tech.  I called back once more and was told the previous job was running late and that they would still get to me that evening.  Another hour and a half go by.  At 7:30pm, I called back once more and was told the service tech was finishing up and headed my way.  I was warned that it would be about an hour because of travel time.  Service Tech, Fred arrived to address the said issue at 9:06pm and was gone by 9:35pm.  He said he fixed it.  The issue was the unit was low on refrigerant and added 2 lbs.  and it was now working.  Due to the cool temps, our air was not turned on that evening.
On Saturday 8/16/14 when temps did rise, we turned on the A/C unit.  Yeah, same problem -- noises and no fan turning.  I called and spoke Affordable Solutions once again.  I was told that there were no service techs available to come out that day.  I was told that Monday was the first option.  I proceeded to contact HSA Home Warranty as I needed resolution sooner.  During my hold the warranty company, Affordable Solutions called me back to inform me that Todd, the owner of the company, would be coming out himself on Sunday morning between 9:00am - 11:00am. 
Sunday 8/17/14, we received a phone call from Affordable Solutions around 10:25am.  They informed my wife that due to "scheduling conflicts" they were not going to be able to come out that day.  My wife gave the phone to me to speak with them.  I told them it was unacceptable and I would be contacting my home warranty company.  I was told "if you would like to utilize a different vendor, you're more than welcome."  I hung up and immediately called HSA Home Warranty.  As I was on hold for a supervisor, an Affordable Solutions truck pulled up to my house at 10:35am (just ten minutes after the phone call we received).  I hung up the phone and walked toward the truck.  As the person got out of the vehicle, I asked "Are you Todd, the owner?"  He confirmed.  I let him know my displeasure with the phone call I had just received and stated that I find it hard to believe you are still in business with the customer service level I've experienced.  Todd, the owner of the company, got all defensive about that and was not professional in how he addressed me.  He later apologized and acknowledged the poor customer service.  He also diagnosed the A/C unit as needing a new fan motor.  Unfortunately, there was not one available on his truck.  I was told that someone would be getting the needed motor on Monday morning, first thing and coming out to install it.
Monday 8/18/14 - A different service tech arrived just after noon to install the new fan motor - A/C is now functioning.
Thursday 8/21/14 - When I arrived home from work, I noticed the house was very warm.  I checked the A/C unit outside -- once again, noises and fan not turning!!  I called and spoke with Affordable Solutions again.  I was asked if I would be available on Friday 8/22/14 between 3:00pm - 6:00pm so someone could come out.  I told them that I was actually available now and needed to get the issue addressed.  I was told unfortunately that they didn't have anyone available to send that evening.  I asked that Todd, the owner, give me a call back.  About 5-7 minutes later I received a phone call.  It was not Todd, but another Affordable Solutions employee.  She informed me she spoke to Todd and he told her to tell me that they installed a universal fan motor on Monday, not an OEM fan motor.  She also told me that he said we had spoke about this.  I told her no we did not -- I was not aware a "universal" fan motor was installed.  Regardless, I was told that they thought the universal motor would fix the problem and obviously it did not.  I said, "yes, obviously!"  So the next course of action was to find an OEM fan motor on Friday 8/22/14 and come out and replace it once again.
Friday 8/22/14 - The same service tech that installed the "universal" motor came back to install the OEM motor.  A/C unit is working as I type this review.  But for how long??  Only time will tell, and I'll be sure to send updated reviews if the problems continue with this vendor.

Wonderful, got it up and running.