Complaints

• Initial Complaint

  03/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  ******** was called to repair one of our two **/heating units in November 2022. ***, the ******** technician, said he tested both units & convinced us to repair both because the working unit was likely to fail in summer heat. My husband was in hospice care with terminal cancer, so being under duress, we agreed. Both units got a motor inducer, a 15 ** RUN cap and condenser drain repair. We paid $4652 and he assured us this would pass inspection when I sell our home after my husband passes, which happened on 2/18/23. Soon after the repairs, the ** unit stopped working but *** insisted it was okay. After *** said that, we lived in the discomfort of a cold master bedroom which is where my bedridden husband spent his last month. We called *** again three weeks later because it still wasnt blowing warm air. This time he said it was possibly a thermostat issue, so we replaced it, which didnt fix the problem and in a few weeks the unit totally failed. *** came and said our units are old, the wiring to the thermostat may be faulty, so we should get new ** units. After paying $4652, my original problem was never fixed and multiple calls to ******** to speak to someone in authority went unanswered. I am asking the BBB to help get monetary remuneration for the botched job. I feel I was unfairly taken advantage of during this time of stress.

  

  Business response

  09/29/2023

  I hope this message finds you in good health. We  appreciate you taking the time to bring your concerns to our attention. We understand that you have filed a complaint with the Better Business Bureau regarding the repairs performed by ******** on your AC/heating units in November 2022.
  
  First and foremost, we want to express our condolences for your loss, and we understand that this was a challenging time for you. We empathize with the stress and discomfort you experienced during this period and regret that our service did not meet your expectations.
  
  Based on our records and the information provided in your complaint, we would like to clarify the sequence of events:
  
  On November 29th, 2022, we received a service call to repair one of your AC/heating units that was not heating correctly. **************, ***, inspected both units and recommended certain repairs due to their age (****). These repairs included a motor inducer, a 15 ** RUN cap, and condenser drain repair. At that time, *** advised that both units were nearing the end of their intended lifespan.
  
  Subsequently, in February 2023, you reported that one of the units was not blowing warm air. *** suggested that it might be a thermostat issue and recommended replacing it. Unfortunately, this did not resolve the problem, and the unit ultimately failed.
  
  *** returned and assessed the situation, reiterating that the units were old and past their intended life span. He recommended replacing the entire AC/heating system instead of continuing with costly repairs.
  
  We understand your frustration and disappointment that the unit still failed, despite the repairs performed. We want to clarify that we did not intend to take advantage of the situation, and **************, ***, provided recommendations based on his professional expertise and the condition of your units. We did respond to your calls and spoke to you  multiple times regarding your request for refund. We will not issue a refund because we did do the repairs and the repairs we did fixed the unit, due to your systems age it had more issues a few months later. It was noted that due to the units age various components would begin to fail. We are not responsible for age related equipment malfunctions.  Also when quoted for a new system we did offer a good faith discount towards the purchase of a new system in the amount of $2127 from the cost of previous repairs.

  Customer response

  09/29/2023

   

  If you are reading this businesses response you may think they were sympathetic and honest. I  thought so at first also thats why I spent the $4000.00 plus to fix the ac unit. *** said this would past an inspection when I went to sell in the house in the next few months. I had three other companies out after and they all told me what he did would never have passed inspection. *** also suggested I do the same replacements to the unit that was working fine, so again I trusted *** and went ahead with it. I would have been happy had *** returned what I had spent on the unit that was working fine. The quote he gave me to replace the units after spending the $4000.00 plus with the $2000.00 plus discount was higher than all three of the other companies I had out. This is not an honest, reputable company and would never recommend them to anyone. They should not have a good recommendation from the BBB and dont deserve to be in business.

  *********************

   

*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. ↩