Pro Platinum Heating & Cooling

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When a problem occurs you really get to see what type of people you are working with. Unfortunately we saw that Aaron & Pro Platinum lack professionalism, respect for their customers & basic customer service. They installed our new unit and awhile later, while it was still under warranty for parts & labor, it quit working. They promptly sent a serviceman out to look at it and it was determined that a faulty unit was installed. Things went downhill from there. I was told so many conflicting things between the serviceman and the owner, Aaron. There was nothing prompt about fixing the issue either. Plus, we had to pay for a service call, the refrigerant that leaked (due to the faulty part) and even more when they came to reinstall a part even though we were under warranty. All the correspondence with Aaron was short and he was extremely annoyed by the situation. Our inconvenience was never a concern of his or even addressed. This experience was so frustrating and such a disappointment. I really wish we would have given our business to another company.

This is an update to a previous review I wrote dated 7/15/15 that was very good as far as installation of a completely new HVAC system by Pro Platinum.  I have had that review removed due to our recent experience with the owner of this Company.  We hired this Company even though there was a recent F given by a previous customer out of only 6 reviews. Not good odds, but I believe in giving small business's a chance.  Now I know why there was an F and should have taken that review more seriously.  Since this system was installed July 15th, the New Furnace had never been tested.   After a cool night, I decided to test our new Furnace by running it to bring the temp up 1 degree to take the chill out of the air.  The Furnace came on but never blew out hot air.  When setting the thermostat to the off position the system did not ever shut off so I had to turn it off at the unit in the basement.  Clearly this was indication that a problem existed and needed attention before cold temps arrive which could be anytime.  I also wanted to handle this before upcoming surgery in which case I may not be able to deal with it afterwards. The next day was a Sunday and I knew they were closed, this was not an emergency, so I just sent an email explaining what had happened so they would have it on Monday as many Companies do not even respond to emails until the next business day. Surprisingly, I received an email response that day which was Sunday from the owner Aaron saying it sounds like the thermostat is not working properly and that was it.  Keep in mind that I am communicating with the owner of this Company.   A polite, professional, business like response would be "I am sorry you are experiencing a problem with you new unit so please call tomorrow & we will schedule an appointment" but he didn't do that.  All of the other Company's that I do business with such as our plumber, electrician, even Dr appointments can be scheduled via email so I had no idea that Aaron apparently considers this method of contact annoying.  The fact he was responding to my email led me to believe I was using a correct method of correspondence.  So I sent another email asking if there was a problem with their thermostat's as his guys (who were great at customer service) had to exchange the 1st one the same day of installation because the 1st didn't work and if so what do we need to do?  I received another 1 line response of "Not usually.  Maybe they had a bad batch" and that was it.  There was no response to my question of what do we need to do and no mention that I should call.  Unfortunately I am not a mind reader so when still no solution was offered from the owner, I sent a 3rd email asking if the thermostat they installed was under warranty and if so could we schedule a swap and maybe do our pre winter maintenance.  I did say no hurry but when there was no response by the following afternoon which was Monday, I sent Aaron another email stating I was very disappointed in his 1 line responses that offer no solutions.  Then I received a quick response saying he would cover their warranty work and if I wanted a service call I needed to call the office.  My husband and I both were beginning to feel that we were being treated rudely but at that time I didn't really want to believe that was true.  So I called the office several hours later.  Guess who answered.  That's right. Aaron the owner and the same guy I had been emailing with answered the phone like he always had in the past. That is when it became painfully clear he had just been jerking us around for reasons unknown.  I said "hello Aaron, I guess I need to talk to someone in the office." He sounded a little surprised and indicated he was in the office because someone was not there.  I stated that he needed to send someone to find out why our new furnace does not work.  An appointment was scheduled for today 9/24/15 between 3:30 & 4:30. After going thru all of the above, I was appalled that I had to go through all of that in the 1st place so I  later sent Aaron an email stating that I knew he was young and hopefully his customer service skills would improve with time, that being a dick to his customers and making them jump through hoops would not ever serve him well, and that larger Companies have gone out of business from poor customer communications.  I went on to say that I wanted him and his Company to be successful.  Today Aaron himself came for the appointment at 4:30.  By now I was miffed at how I had been treated so I asked him if he thought it was acceptable to make a customer contact him 5 times about a problem.  I was and still am shocked at how he responded.  I now wonder if he came himself for a confrontation because he went off immediately and started shouting that I had emailed on a Sunday several times instead of calling.  Hindsight tells me that this must be a pet peeve of his but I had no idea at the time.  This is the same type of excuse he used on his other F rating implying that he didn't know a problem existed since he didn't get a call. Anyone working in his type of business should know that he should not have responded on a Sunday if he has a problem with emails and should have just told me after the 1st email to call on Monday.   It all could have & should have been so simple. instead  it escalated into a full blown shouting match when I tried to explain from a customer's point of view how I felt.  He did not care and had no interest in listening or diffusing the situation but got angrier and angrier.  I found his behavior disturbing, bizarre and a bit scarey.   After yelling at me for not calling first, Aaron never acknowledged his poor responses and attitude. Instead he yelled at me the whole time he was here and told me not to ever call again for maintenance or anything else.  He told me that several times. Aaron continued blaming me for being rude and took no responsibility what so ever. Really????? WOW!!!!   This guy has a seriously bad temper!!!  At that point I couldn't wait to get him out of my house.  As he was leaving, he was still blaming me for the issue as he stood on my front porch raising his voice again so I just shut the door in his face.  It was clear he just didn't get it and probably never would so why bother and keep it all going.   Apparently he does not realize that this is not appropriate behavior for a Business Owner and that will be to his own peril eventually.   Bottom line, a Company show's their true colors when they have to back up their work and Aaron certainly showed me his true colors.  A Company is only as good as their warranty so what is a customer to think when receiving this kind of treatment.   Of course they were perfect when I was buying their system but it all changed when I presented them with a problem and that is what determines the true integrity of a Company. Who knows how Aaron will try to spin this in a response but this is how it went down.  Read his other F review and take note of the difference between the customers description and Aaron's excuse of a response.  His attitude toward a customer that gave him business and previous good reviews on several media outlets is outrageous to say the least.  Aaron's paperwork shows 3 years of warranty that includes labor and extends it to 5 yrs as long as they do the maintenance for a fee twice a year for their customers.  The 1st one was supposed to be free.  I am guessing this is how he gets out of covering his contractual warranty obligations.  Beware when you see F reviews especially when they occur within a short period of time.  This did NOT have to happen and I am still wondering why it did.

The service provider arrived pretty much on time.    However, he was not at all careful with my belongings.  At one point he was talking to us about the humidifier he installed, and kept banging into a glass decorative sign in my kitchen.  It was swaying back and forth pretty good.  I chose to not make an issue of it.  Then, he went outside to clean the air conditioner.  My husband warned him to be careful with the hose in my flower garden, becaused I do not want it messed up.  My husband carried the hose through the garden so there would be no mistakes, and made sure there was enough length of hose so that the technician would not have to drag it through my garden.  The technician yanked on the hose very hard and pulled it over my plants, and knocked over my glass gazing ball.  I saw this happening, so I yelled STOP!  3 times (first 2 nicely, 3rd time not so much).  I went inside and let my husband handle the situation, since I feared I would not be nice about this jerk messing up my hard work. 

After the technician left, my husband told me that the technician  said, "I'm used to seeing adults yell at children, not other adults".  It's a good thing I was not there to hear that, because I feel it was very disrespectful. 

 I would have been much happier with the whole experience if the provider had been more respectful and mindful of my home and belongings. 

Edited to add:  Our air conditioner no longer cools the house after the "service".  We have been trying to call this company back to fix whatever was messed up, but they cannot be reached on weekends.  This service call was not to fix anything broken, we just needed the humidifier installed and the air conditioner serviced for the year.  Now it no longer works, and my family has to spend a hot weekend in a hot house. 

We went back on the website, and after reading about what should have happened during our service call, realized that the technician did not do any of the things that he should have.  Hopefully this will be resolved.  I will update this review as necessary.

Updated Monday, June 22:  Aaron called my husband.  He told us that the technician said our unit was running at peak performance, and that he will not be coming out to resolve the problem.  He was very angry with us for leaving this review, and was not at all nice.  He said he has never had a complaint with their service, and could not believe we left this review.  This is very upsetting, and now we have to call another company to come service our unit.  We are very displeased.  He also said that messing up my flower garden was "just a misunderstanding." 

While I can see from reading other reviews of this company that it is true that they usually provide top service, I am very disappointed that this company is refusing to come out and check on the problem.  I am also disappointed that we were scolded for leaving a bad review.  Aaron was very angry, and not at all nice to my husband on the phone.  I feel that there should have been no retaliation for this review, especially not anger directed at a paying customer.  This has been an all around bad situation.

Updated Tuesday, June 23:  Had to call another company to fix the mistakes, since Pro Platinum refused.  The humidifier was wired and installed incorrectly, and the wiring to the thermostat had to be fixed.  Cost over $200.  Forwarded the bill to Pro Platinum.  They offered a check for $105.  Not sure how they figured that amount.  Anthony from Pro Platinum stated that if we had given them the opportunity to fix their mistakes, they would have done it for free.  (note:  we did give them that opportunity on Friday, via email.  They refused, and said the technician said there was nothing wrong with our system, it was running at peak performance.)

Updated July 3 - partial refund never received.  Provider response is incorrect, the humidifier was rewired incorrectly.  Reprograming did not fix the problem.  We have documentation from Anthony Plumbing Heating and Cooling stating everything that was wrong, and everything that had to be fixed.  Our system was also 5 lbs low on coolant because of a leak.  If the tech would have checked the coolant, as he said, he would have seen this.  bad bad bad

unknown

unknown

This was a smooth transaction, they were quick, friendly, and efficient. They replaced our existing HVAC unit. A couple months after the install we had some minor questions and they came back out and addressed them promptly. They have an excellent warranty which stays with the house (rather than the owner). Pro Platinum installed a high quality American Standard product and we haven't had any problems since. We would definitely use them again.

Everything went well on the day of installation. They were prompt, professional, and efficient. We had one slight problem the following week and Aaron came and took care of it soon after we called.

I called to get someone out to give me an estimate. The owner said it was $60 for a service call. I said that was fine.
Service guy did not give me a written estimate of what the job would cost before starting.
Angieslist says they are supposed to give 5% off to members but, they would not honor it.
Their website says $20 off any service call but, that does not mean anything.
A service call doesn't get you anything except a smelly guy to your house.
I had to pay in cash because he did not have access to the credit card machine.
They charge $30 per half hour for being at your house even if they are there for less time.

went well

These guys are great. No nonsense, no sales, no bs just solid work and good personalities. They're a small company with small overhead so they undercut every other bid I got. They also have many years of experience, so I got a new AC/furnace for a good price but didn't have to sacrifice quality. My wife, our baby girl, and I are very happy with how it turned out. I contacted all the big companies in Kansas City. i.e. Anthony's, Neil Harris, AB May, Sears, and two other smaller company's and Aaron beat their price by about $1,000.