I've had their technicians at my home three times now, and they've never been able to definitively diagnose my problem. I initially reached out, because my entire air 'system' has never performed as well as it should. I don't recall how much the service call was, but it was somewhere between $75 and $100.
On the first visit, I was told the air handler coils were "clogged," the drain needed cleaning and the plenum needed to be sealed. The air handler is only two years old and the coils were definitely not clogged - maybe a little dirty, but not to the extent it would affect performance. The drain has absolutely nothing to do with the performance of an HVAC system, unless there is a shutoff switch, which mine does not have (they wanted $175 to clean a drain). The plenum did need sealing, and we agreed the technician would come out on another day to seal the system. In the interim, I used metal tape and temporarily sealed the areas they identified as being in need of attention. When the technician, Alex returned (second visit), he did not replace the metal tape that I applied (which is not up to code), but instead applied mastic over top of my tape ($375). He then checked the compressor and told me there was too much Freon in the system, so he purged what appeared to be a substantial amount toward my neighbor's house...
*As you can imagine, the HVAC is still not performing*
I communicated with Aurora Air and exchanged ideas. This was the response I received:
"I will send Ronaldo to your house on Friday 05/11/18 at 12:00 m noon. He will inspect ducts. Inspect Unit for proper operation, see insulation in attic, etc. After he comes back with his report I will forward you a final proposal with warranties."
Third visit: Ronaldo came to the house and "inspected" the system. Contrary to Alex, he said their wasn't enough Freon in the system, so he added it right back. He checked the ducts from the air handler to about ten feet into the attic and never checked the other side of the home (second attic access on the other side of the house, which I told him about). Ronaldo said he would give "a report" to his boss and I would receive the proper proposal in a few days.
Fast forward almost two weeks, I finally received an email from Aurora Air. I was given the exact same suggestions I was given after the first visit from Alex. No "report" from Ronaldo, no "warranties" of performance improvement from Aurora Air, no mention of inspecting the other side of my house, no new proposal and still no idea what's going on with my insulation.
In short, I'm out about $500 and nothing has changed, except they used about $10 worth of mastic sealing the plenum and I have a few pounds of "new" Freon in the system that they released and replaced. It seems as though they are simply guessing at what the problem might be, in hopes I will continue paying them. read more