Pride Air Conditioning & Appliance
reviews and complaints

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I have reviewed the information you provided. I did locate the account you are referring to under the owner of the property name. I am not sure what the misunderstanding as to the parts needed for the repair taking two weeks, as they were available. We have made multiple attempts to contact and scheduled to install the parts. We schedule a first call on Saturday 06/27/20. Our technician went out twice on 06/27/20 first, at 8:00 am and we went back again at 4:00 pm and no one was at the property . We have still have not received any response to reschedule the installation of the parts. Please contact us to schedule our return visit.

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***@prideac.com

Business Response On 07/27 we went out to Ms. home. At that time we cleared the drain on the window air conditioning unit. She was advised that if the unit continued to leak she would need to have a pull and clean done. She was quoted $250.00 for this service as it is not covered by her policy. She called again that she still had a leak. We went out and again on 08/17/20 and again advised that a pull and clean was required and that the cost would be $250.00. On the terms of Ms. policy. cleaning of equipment is not covered. I have uploaded a copy for your review. As to the customers claim that Brandon told her the cleaning was covered, I have reviewed all recordings of calls between Brandon and Ms.. Brandon at no time told her a pull and clean would be no charge. She ask about charges. Brandon repeatedly said he did not know to Ms.. That they would not know until they check the unit. Ms. continued to question about Pricing. Brandon said he would checked her coverage and stated that she was covered for parts. Again, he did not say that services that are not covered by the policy would be done at no charge, nor did he say a pull and clean would be no charge, all he stated was she was covered for parts! The Price for the pull and clean stands at $250.00 as quoted. Consumer Response (The consumer indicated he/she ACCEPTED the response from the business.) Pride has covered me for other issues that was covered under my contract. The charge of $250.00 to clean my Air Conditioner is too expensive for me and I need to go in a different direction financially to resolve my cleaning of my Air Conditioner.

Business Response The cost of the repairs exceeded the value of the equipment. As per the General repair and replacement exclusions (item 9) the unit was condemned. Additionally, as per the A/C replacement & repair exclusions (item 4) Mr. was given the maximum allowance towards the purchase of of the covered equipment. Ms. would be responsible to pay for the matching equipment. The allowance is only offered when the unit is condemned by Pride, and the new equipment is purchased and installed by Pride. Ms. was quoted for the replacement. Ms. chose to purchase her replacement equipment for another company. She has severed our business relationship. No money is due to Ms. in this matter. Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.) I have been paying Pride since 2016 an additional fee every year for extended parts. Per Carrier (the manufacturer) the part was available. Why condemn a unit when the part to fix my unit is available? Pride's service person told me that all I needed was a new coil when he left my home because I had a leak in the coil. There was no talk about my unit being condemned when the service person left my home. It was only after they found out the part was going to cost almost $4,000. They told me they were not going to order the part because it was almost the amount of a new unit. I told them I do not want a new unit I wanted the part fixed as I have been paying extra for extended parts. I do not feel that Pride should be picking and choosing what they want to fix based on the cost of the part especially when they are changing me extra on the contract for extended parts. If, they did not want to pay for extended parts than do not offer it as an addition fee to the contract. Pride sent out a representative that quoted me for a 3.5 ton a/c unit and advised me that they *** give me $1,000 towards the new unit. I HAVE A 5 TON A/C UNIT PER THE OTHER QUOTES I RECEIVED (WWHAT A DISASTER THAT WOULD HAVE BEEN). Pride's representative told me that he was condemning my unit, so I have to get the new unit. I did not want a new unit when this unit was working fine except for needing the coil replaced due to the freon leaking. Therefore, I wanted the coil replaced which was available per Carrier and I have been paying Pride EXTRA every year for extended parts. They never came to put in extra freon so I was forced to go purchase a new a/c unit from another company that put in freon until the new unit was installed. Despite, the fact that I still had my contract with Pride. NO, I AM NOT SATISFIED WITH THEIR RESPONSE AS I HAVE BEEN PAYING PRIDE EVERY YEAR FOR EXTENDED PARTS AND THE PART WAS AVAILABLE FROM CARRIER AND WOULD HAVE FIXED THE A/C COIL PROBLEM. THEREFORE, I STRONGLY BELIEVE THAT PRIDE SHOULD GIVE ME THE MONEY FOR THE COST OF THE PART TO APPLY TOWARDS MY NEW A/C UNIT THAT I REALLY SHOULD NOT HAVE BEEN FORCED TO PURCHASE. I am also concerned how they are licensed to repair and replace a/c units when they did not know the correct size of my a/c unit and they did not know that I have copper coils because in their letter they stated I have aluminum coils. The documentation on this was attached to my original complaint. Thanks for your help and understanding in this matter. I am looking forward to you getting this resolved. Fondest Regards, *** Business Response Our position in this matter has not changed. The terms and conditions of Ms. policy are clear in this matter. When the cost of a repair exceeds the value of the equipment we reserve the right to condemn the equipment. The fact that the part is available does not change the Terms and Conditions. Ms. Air handler required the replacement of the evaporator coil. The price for the repair was more then 3500.00. This far exceeded the value of her 12 year air conditioner. Ms. could either choose to make the repair out of pocket, as it was not covered, (which we did not recommend) which Ms. declined. Her second option was to replace the air conditioning system. Per the policy Terms and Conditions, when the equipment is condemned the customer is given up to a $1000.00 towards the replacement of the condemned equipment. The customer would be responsible to purchase the compatible component. Ms. was provided three different replacement options. Each option included a deduction of $1,000.00 allowance and ranged from $3956.00 to $4551.00. This allowance is only given when the replacement equipment is purchased from and installed by our company. Ms. choose to purchase her replacement equipment from another company. No Money is due or *** be offered in this matter. Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.) I would greatly appreciate it if you could please justify and explain to me how Pride says the terms and conditions are clear in this matter and the cost of a repair exceeds the value of the equipment. Pride states the part is $3,500. The price quotes they are saying now to you are $3,956.00 to $4,551.00 with a $1,000 allowance (These do not match the quotes they gave me for a 3.5 ton unit). However, please verify on the first quote I sent you from Pride they quoted me a Rheem 3.5 ton unit costing $5,310 and a 3.5 ton Trane unit costing $5,701 and they were going to include a $1,000 allowance but that was a quote for a 3.5 ton a/c unit (Which does not exceed the price for the part $3,500). Despite the fact, that I HAD A 5 TON A/C UNIT (WHAT A DISASTER THAT WOULD HAVE BEEN AND WHY WOULD THE CONSUMER HAVE TO TELL A LICENSED COMPANY THE SIZE UNIT THEY HAVE). When I advised Pride that I have a 5 ton unit they sent me a quote for a 5 ton unit and the quotes were for a 5 ton Carrier $7,153, a 5 ton Rheem $6,474 and another 5 ton Rheem $7,925 and Pride would also apply the $1,000 allowance (Prides quotes for the cost of a new 5 ton air conditioning unit seems to me to be a lot more than the cost to repair the part for $3,500). Please verify this information from the last quote from Pride that I previously sent you. Based on what they are saying and their own documentation, I do not see the math adding up, so please justify and explain. My home was built in 2009 and that makes it 11 years old but that should have nothing to do with replacing the part. As you can see the part does not exceed the cost of purchasing the new unit or does not come close to the cost. Please take note that I was forced to get a new unit as my unit was not cooling and they refused to put freon in the unit until we could come to an agreement and/or would not replace the part that I pay extra for every year. Despite, the fact that I had a contract with them they would not put in freon. I have an 87 year old mom living with me and she could not survive in the heat here in Florida with no air conditioning. FYI-Just another mistake by Pride that my a/c is 12 years old. Again, another mistake as my home was built in 2009 so that makes it 11 years. Why should the age matter if Pride is sending me yearly contracts since 2016? How many mistakes does a company make with one client-The size of my unit was incorrect, the type of coil I had was incorrect, their own prices do not match for the 3.5 ton unit that I do not have, how they are saying this part exceeds the cost of a new unit, etc. Thanks for help in explaining and justifying this as it does not add up. Business Response Please refer to the attached terms. Review items 4 and 9 of the terms. The cost of the repair exceeded the value of your 12 year old system. As per the terms, when this happens, your system is deemed non repairable. So if you want to repair the unit, even though we have condemned, it the repair would be 100% out of pocket. You choose to not repair the unit out of pocket. When we condemn equipment and you have replacement coverage, you are give an allowance towards the purchase of the replacement if the equipment is purchased from us. The maximum allowance for an air conditioner is. 1000.00. The replacement equipment was not purchased or installed by our company. The terms have been provided for your review with every purchase of your policy. Printed on the from of each policy it stated your should read the terms and conditions on the back of the policy. Each policy terms advised you that you should read agreement carefully, and that you agree to be bound by all terms and provisions of the policy. Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.) I do not agree with Pride's response and I do not feel the BBB should condone this deceptive and unfair trade practice. I would like you to change their A+ rating to a D- or F. How can they have an A rating with BBB after all these mistakes they made about my a/c unit (which you have the documentation in writing)? First, Pride saying I had a 3 ton a/c unit but quoting me for a 3.5 ton a/c unit. I had a 5 ton a/c unit. What a/c company makes that big of a mistake? I had to inform Pride about them quoting me the incorrect size of my a/c unit. Second, Pride not knowing that I had a heat pump. Again, I had to inform them that I had a heat pump. Third, Pride saying that I had aluminum coils (I feel they stated that I have aluminum coils to get out of paying for the part as aluminum coils are excluded in the contract. I had copper coils and I again had to tell Pride. All these issues only came out as mistakes when I called Pride out on them. I also do not understand how they can get away with condemning a unit that only needed a new coil per their own repair person who came out to my home. He told me they have to order me the part.If the unit was to be condemned it should have been condemned at that point and not when they found out the cost of the part. The cost of the part does not exceed the cost of the new unit as I have previously explained and sent you the documentation. So why are they saying the price of the part exceeds the cost of the new unit and why are they not honoring their own contract? I put in bold how I DO NOT agree with what they are claiming and also how they are not honoring their own contract. I believe this is deceptive and unfair trade practice. Please refer to the attached terms. Review items 4 and 9 of the terms. The cost of the repair exceeded the value of your 12 year old system(ANOTHER MISTAKE IT IS 11 YEARS OLD). As per the terms, when this happens, your system is deemed non repairable (THIS IS NOT TRUE AS IT COULD OF BEEN REPAIRED EVEN WITH PATCHING IT AND I ASKED THEM TO DO THAT WITH A WARRANTY OR TO REPLACE THE COPPER COIL WHEN I PAY EXTRA FOR EXTENDED COVERAGE). So if you want to repair the unit, even though we have condemned, it (WHY CONDEMN THE UNIT THAT ONLY NEEDS A PART AND YOUR SERVICE PERSON DID NOT CONDEMN IT WHEN HE WAS HERE AT THE HOUSE BECAUSE IT COULD BE REPAIRED) the repair would be 100% out of pocket. You choose to not repair the unit out of pocket. (WHY SHOULD I REPAIR OUT OF POCKET WHEN I HAVE A CONTRACT THAT I PAY EXTRA FOR EXTENDED PARTS AND THIS A/C UNIT ONLY NEEDED THE REPAIR OF A COPPER COIL WHICH WAS COVERED UNDER THE CONTRACT AND I AGREED TO PATCHING BUT WANTED A WARRANTY ON IT AND PRIDE REFUSED AS THEY NEVER CALLED ME BACK ON THIS). When we condemn equipment and you have replacement coverage, you are give an allowance towards the purchase of the replacement if the equipment is purchased from us. The maximum allowance for an air conditioner is. 1000.00. The replacement equipment was not purchased or installed by our company. The terms have been provided for your review with every purchase of your policy. Printed on the from of each policy it stated your should read the terms and conditions on the back of the policy. Each policy terms advised you that you should read agreement carefully, and that you agree to be bound by all terms and provisions of the policy. I READ THE TERMS OF THE POLICY AND PRIDE DID NOT REPAIR MY UNIT AS PER THE PROVISIONS IN MY POLICY. PRIDE SAID IT WAS UNREPAIRABLE WHEN OTHER COMPANIES TOLD ME IT COULD BE REPAIRED WITH THE COPPER COILS AND THEY COULD OF GIVEN ME A WARRANTY ON THE PATCHING AND I ASKED FOR A WARRANTY ON THE PATCHING AND PRIDE NEVER GOT BACK TO ME ABOUT A WARRANTY ON THE PATCHING OR PUTTING FREON IN THE UNIT). THEREFORE, I WAS FORCED TO BUY A NEW UNIT AS THEY DID NOT PATCH IT (WHICH I ASKED FOR A WARRANTY ON THE PATCHING-I FEEL THIS WAS A FAIR REQUEST), REPLACE THE PART WITH THE COPPER COIL THAT I PAY EXTRA FOR IN THE CONTRACT, NOR DID THE FILL IT WITH FREON LIKE I ASKED UNTIL WE GOT THIS RESOLVED. I HAD NO COOL AIR COMING OUT OF THE A/C UNIT AND I HAVE AN 87 YEAR OLD MOM LIVING WITH ME AND SHE COULD NOT BE WITHOUT AIR. IN BLOCK LETTERS BELOW YOU *** SEE HOW PRIDE DID NOT HONOR THEIR OWN CONTRACT. A/C: Covered parts limited to a maximum of $200 per incident, unless A/C Extended parts coverage is purchased (I PURCHASED). Covered parts such as: Heating, cooling, standard thermostat, humidistat, fan motor, blades, fuses, blower assemblies, starting/running capacitors, pressure switches, contactors, transformers, relays, circuit board, single speed compressors, copper coils only (I HAD COPPER COILS), R410A Freon. A/C Replacement & Repair exclusions: There is up to $1000 allowance towards replacement of a covered air handler/condenser that is condemned, purchased, and installed by Pride. EXCLUSIONS: R-22, meeting state & federal energy laws and mismatched or non ARI rated equipment. Should Pride condemn an air handler/condenser the customer *** be required to purchase the compatible equipment from Pride. Refusal to pay for compatible equipment *** void Pride's responsibility to repair/replace the condemned equipment (WHY CONDEMN A UNIT THAT ONLY NEEDED ONE PART AND WAS AVAILABLE, THE REPAIR PERSON NEVER CONDEMNED THE UNIT, THEY COULD OF PATCHED IT WITH A WARRANTY AND THE COST OR THE PART DID NOT EXCEED THE COST OF A 5 TON UNIT-YOU HAVE ALL THE DOCUMENTATION WITH THE FIRST COMPLAINT AND I WROTE ALL THE COSTS IN THE PREVIOUS COMPLAINT). Window units, mini splits, through the wall condensers, package/water source units, heat pumps, unless stated on the front of policy. Water cooled condenser coils, noises, odors, electrical disconnects, filters, inefficiency, main drain line blockages, duct work, grills, dampers, insulation, R-22 gas or substitute gasses, A/C water valves, condensate pumps, Wi-Fi/communicating thermostats, aluminum coils (I HAD COPPER COILS), sweating General Repair & Replacement Clauses: Pride *** not be responsible for the following services unless authorized and paid by the customer. There is a 30-day wait for replacement of parts and a 90 day wait for replacement of equipment to go into effect from initial date of coverage. Replacement (R.) of covered equipment must be listed on face of policy (LISTED ON FACE OF THE CONTRACT). Pride has the exclusive right to determine if/and when equipment is condemned which may include repair cost exceeding value of equipment(REPAIR COSTS DID NOT EXCEED THE VALUE OF EQUIPMENT). Pride is not responsible if equipment/part color is unavailable (EQUIPMENT IS AVAILABLE). Equipment *** not be repaired/replaced and Pride *** not be responsible for damages arising from failure of apparatus due to inefficiency, rust/corrosion, obsolescence (Obsolete parts defined as parts no longer manufactured or available for purchase from Pride's usual suppliers), parts availability, fire, misuse, neglect, abuse, electrical surges, lightning, water /oil contamination, pest damage, flooding, water damage, air quality, acts of nature, pre-existing conditions or repairs or remediation for existing or future mold/fungus. Variable speed motors/inverter/compressors are covered up to $200.00. No repair of equipment under manufacturer's warranty or if manufacturer fails to honor warranty and the customer shall be responsible for all related costs. Pride does not cover gas equipment or drain pans. Moving/relocating covered equipment/service lines. Foreign made products, store brand products not available through normal Pride vendors. Customer must provide clear access to all covered equipment. Cleaning of equipment or coils. Electrical, refrigerant and plumbing lines beyond the equipment or lines not accessible in ceilings, walls, floors, cabinets and cabinet parts. Pride *** not be responsible for work done by others. Pride *** not be responsible for damage to floors, floor tiles, cabinets, counter tops, etc. which may occur due to the moving of equipment to make any necessary repairs or for water damage due to cleaning/repair of lines, drains, etc. No work in progress shall be rendered on expired policies.