Complaints

• Initial Complaint

  27/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I retained this company to pressure test our new Air conditioning system. We had it professionally installed...and needed a top up of coolant and a pressure test. CROSS COUTRY MECHANICAL sent a technician to my home. He added coolant to the system...pressure tested in, and left. Within 5 days..We were out of coolant. All the coolant had gone into the atmosphere, drained out of the system. I called the back , in good faith and asked them to check for leaks or anything that could have caused that issue. The same technician came back..pressure tested the system..told me there must be a leak. I asked him to please repair any leaks. He told me he would, and then he re filled the coolant , pressure tested and left again. SAME ISSUE. The coolant all leaked out. Even his boss told me when I called the office, that he should have never re: filled that coolant without making sure there were not leaks. He did not take the time to do his job properly. He again billed me for the second time . I had them come back a THIRD time. SAME ISSUE. They sent a different technician..and he told me that there were no leaks..filled the coolant and left. Another billing..Over $700.00 each time. The coolant ran out. It became winter..so I left it until now to turn them back on again. I called a different HVAC company. They came to inspect the units...and found SEVEN...7 ..leaks. This company had not tightened the couplings at ANY of the joints where the hoses/pipes meet. They filled the unit..and it is running cool and comfortable. I paid CROSS COUNTRY almost $2000.00 and they released THREE TIMES...refrigerant into the air because they did not do their job. I refused to pay for the coolant the last visit. They are repeatedly sending me invoices. They told me "we did not install it, it is not our fault it is leaking". I PAID THEM TO PRESSURE TEST IT FOR LEAKS. They did not do their job.

  

  Business response

  28/06/2023

  We would like to dispute this as it has been settled with ***** and a lot of her claims are not true.  Professionally installed is untrue (Cross Country, a certified HVAC/R company, did not install the system).  The value she said she has paid to us is untrue.  The repeatedly sending invoices is untrue.  Documentation attached.  

  Her system was not professionally installed.  She purchased the unit off of ****** and got her electrician "****** ********" to install it.  He does not have a certification to install HVAC equipment, which he did.  There were problems from day one with their installation and multiple leaks.  She did not get ****** ******** to come back and warranty his work, ***** said he was to busy to come check it out.  She blames us for ****** ********'s poor installation.  There were connections under a deck, which is an industry standard not to do but the electrician did.  We found leaks there and in the units themselves for units and piping we did not purchase or supply.

  This is for work done back in 2022 and she said it was done and settled - ***** said in her emails she it was final and would not bother us anymore.

  She has not paid us $2000.  She has only paid $1190.11 - Picture attached.

  We have not repeatedly sent her invoices.  There was 1 invoice that got sent out by our system by accident since a balance is owing, yes, but it's an automatic feature in our software to send out overdue invoices.  We have corrected this for her file.  

  THIS IS AN EXCERPT FROM ***** in Aug 29, 2022, 1:35?PM "Good afternoon .....Please be advised, that I am a little SHOCKED at this invoice. I am thankful for *** coming out to fix the issue with the Air conditioning..and  please let me say I would like to continue to call on Cross Country for future needs...However..this invoice is not ok. When I had my units Professionally installed (****** ********) ...and before we turned the system on in any way...I called ****** ******** , to come and inspect, pressure test, vacuum and check the lines..and fill them with refrigerant.  For this service..I paid over $ 500.00 that day....THEN...we ran out of refrigerant..shortly after..and were unable to get him back here for weeks due to 'circumstances/illness / your techs were really busy etc...and understandably..that just took its time....but we had no air conditioning in the meantime. I asked for him to come back and fix the problem ... as he was the one who assured me there were not leaks in the system.  He assumed that the one he did find..was the only one..and did not continue to check before he left the first time.   he came back..he found two more leaks...repaired them, and re charged the system..which is NOW working like it should have in the beginning. It never did work properly after he left the first time..but we did not understand why...until he found ALL the leaks and made it work properly.  We are VERY happy now..and ***..is the nicest most respectful tech .We appreciate him ver much..he just did not check his work the first time around. Having said all of that. I am not disputing paying for his return....the refrigerant etc..but this bill is way too high...considering that I paid for the same thing, the first time.  This call should have been a courtesy , with an apology for the lost time and use of our units after the  initial payment for this service. I would like to work with you here..and I will not refuse the pay an invoice for the time *** spent here..but I feel like it should have been done the first time..?? and I would like to work with you on a more fair amount for this invoice ...and then I will pay asap. 

  Customer response

  28/06/2023

  
  Complaint: 20246245
  
  I am rejecting this response because: This IS part of an email I sent to this company..but it is in the MIDDLE of the service visits. I have thanked them..each time they came out..BECAUSE they said they DID THEIR JOB..and it was serviced..tested and filled again. They are correct in saying that at the time..BUT.....and here is the problem. THEY NEVER REPAIRED THE LEAKS as they said they did. I truly believe they disregarded me because of my age and gender..I believe they saw me as an old unknowledgeable lady..and did not take me seriously. 

  I DID have a professional electrical engineer install the system.  I did also have him back TWICE to check for leaks..but he could not pressure test it without the proper gauges..THUS calling on the HVAC company to check the installation..pressure test and fill with coolant. This was discussed PRIOR to them EVER coming out here.  They assured me that they were professionals and could do this job.  FOUR TIMES they were here..and did not fix the leaks.  They DID pressure test..fill and then leave..each time.  The leaks were NEVER located and repaired before they left.  

  As I have stated..I have had a different technician out here since..and he found SEVEN ....SEVEN leaks in the hoses...in simple places , where the hoses meet the main unit outside..and at two of the joints where the hoses meet. Places I was ASSURED were fixed. They were not. This has not cost me yet ANOTHER $414.00 because CROSS COUNTRY MECHANICAL did not do as they told me they did. I have paid them three times now...plus this new bill to have someone else come and fix what I paid Cross Country to do. 

  I Was grateful ...and *** (an employee)..was very kind and respectful..I have no issue with him personally..outside of the fact that he just did the bare minimum to get the job "done" without making sure it was not leaking.  I am NOT blaming Cross Country for my electricians failure to pressure test the system for leaks..That is PRECISELY WHAT I PAID CROSS COUNTRY TO DO. I took them out hot coffee..offered any help we could give them, etc. It was THEM who kept putting me off between visits..telling me they were short staffed and this guys and that guy were off sick..so I had to wait and wait. I was very patient with them..but this is just not ok. 

  I followed ALL of the instructions from ******** (the manufacturer)...and I am not generally a person to complain. I feel taken advantage of..and Cross Country simply did not do the job they promised me they could do . I gave them THREE separate chances..and paid them each time. The last bill , as I have said, I thought was unfair considering the circumstances. 

  The system is working perfectly now..A competitor company has now , in ONE visit..pressure tested....located the leaks..fixed them and filled the system.  The job I hired Cross Country to do..and they failed to do..THREE times.  Not to mention letting the coolant evaporate into the atmosphere three times..which is against the law in Alberta...because they repeatedly filled the unit without fixing the leaks first. 

  What I am asking for ? My goal in this complaint..?? Is for Cross Country to admit they did not do as they promised to do..Refund at least 50% of the money I paid them..and to be more careful to not do this to someone else. 

  
  Sincerely,
  
  ***** ***********

  

  Business response

  29/06/2023

  Hello *****, we respect you too much and want to settle this, which we thought we did  back in 2022.
  
  Attacking our integrity, and business, is something we take very seriously and want to clarify these are 100% false accusations. We NEVER take advantage of anybody.  I personally have never even met you, and frankly until your comment today, I have never even thought about your age.  I don’t know how old you are and I still don’t as it’s irrelevant.  Every person we deal with is a “customer”, and their age, ethnicity, or identity does not matter to us. 
  
  We hope you look at the entire chain of events and a couple things to consider. Your professional, electrical engineer is not an HVAC/R certified technician.  The HVAC trade and industry practices were not followed on the installation from day one.  ******** has stated on their website the system is to be “handled by a licensed HVAC professional”.  
  
  We found multiple leaks and we fixed them. Yes, there were multiple visits; each time a different set of circumstances and finding more leaks.  You are a 100% correct, this is not ideal. That is why the 3rd visit was not paid by you and the time for the 4th visit was not paid by you.  
  
  We have looked at all the invoices and you were asking for a 50% refund even though back in 2022 you said this was settled.  The total amount owing was $2115.41.  You have paid $1190.11 to date.  We have decided to give you a 50% refund of what you have paid to date and that amounts to $595.05.  The breakdown is: $2115.41 services rendered and credits worth $1520.36 which amounts to more than your 50% refund requested.  This is your request and with the *** as our witness, this is settled.  
  
  See the attached transfer documentation.  It has been sent to your email requested which is a business ********** ***********.
  
  Thank you and enjoy the rest of your week.

  Customer response

  29/06/2023

  
  ****** ******** *******
  
  I have reviewed the response made by the business in reference to complaint ID 20246245, and find that this resolution is satisfactory to me. I am content to know that they acknowledge the fact that there should never have had to be four service calls to do they job..that never actually was completed.  

  I want to acknowledge that we DID pay 50% of the last invoice..but refused to pay for the lost coolant once again. 

  I thank you for the refund..and will use it to pay for the work done to get the system working. Many thanks. 
  
  Sincerely,
  
  ***** ***********

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩