Complaints

• Initial Complaint

  09/24/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On April 10th we purchased a new air conditioner, air handler and thermostat. It was a Carrier unit installed by **********. The price was $11028. We have been complaining about this unit not maintaining temperature for months. There have been many technician visits and many parts replaced and the problem persists.

  Business response

  10/23/2024

  We are still working with the customer and Carrier to find a resolution, we are not ignoring him. ****** was his preferred service tech but he is having knee surgery, and the owner is out of town.

• Initial Complaint

  05/06/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I called Senica AC to help resolve the problem on my brand new AC that stopped working. They came out a few times to only drain all of the water collected in the drain pan. The issue was that the pipe that would take the water out was not installed properly and another company installed it correctly. This is a brand new unit.

  Business response

  05/21/2024

  We did not go out a few times. We were called out on April 15 for a no cool. Our tech arrived, found the drain line clogged and the emergency pan full of water. The tech cleared the drain line and the pan. He recommended a maintenance to be done. The customer agreed, paid for it and then cancelled it. We did not install the unit she currently has, it is a 2022 Lennox.

  Business response

  05/21/2024

  I wanted to add that the customer did not pay $399.95 to our company. She paid $254.95 and then was refunded $140 of that for cancelling the maintenance. She is not due any additional money.

  Customer response

  06/02/2024

   
  Complaint: 21670712
  
  I am rejecting this response because:

  On 11/28/23, Senica came out to check the **** $99.95 as the drip pan was filled with water.  On 12/6/23, Senica replaced a blower motor - $150.00 - stating that was why the drip pan was filling up with water. On 4/15/24, Senica 
  was called again to drain the water, again - $114.95.  I also paid for maintenance $140.00, which was refunded as the SAME ISSUE happened again on May 1, when I decided to call another company who actually fixed the issue (I paid $552.83 to have it finally fixed).

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

  Business response

  06/04/2024

  Yes, we were at the home in November/December 2023 but not for a water leak or pan full of water. We went out in November 2023, found the blower module shorted, ordered the part and went back at the beginning of December to replace it. That is why it was 2 trips. It was not 2 trips for a water leak or pan being full of water. She was charged $99.95 for the service call in November and $150 when we went back to install the part in December. She called in April 2024 for the unit not working. This time the pan was full of water and the drain line was clogged. The charge was $114.95. If she had an issue after our tech was there, she did not call back and report it. We are not responsible for what another company charged her. 

• Initial Complaint

  01/26/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  in june of 2022 senica air installed a new thermostat at ************************************************ ** ***** my dads house on the 21st of january **** senica air came back out to the house claiming the thermostat that was install was not the correct one and had to replace it again they offered no credit for the old one that was installed 1.5 years earlier and stated that the other tech should not have put it in it was not hooked up for the heat only air

  Business response

  02/08/2024

  Our tech did install a brand new thermostat in June 2022. No one was living in the house at the time. The son wanted the Nest thermostat removed and a different stat put on. Our tech informed the son that the stat he had was a 1 heat / 1 cool and would operate cooling just fine and only the electric heat, not the heat pump. The son was fine with it and said when his dad moved down if he wanted something different, he could have a different stat installed. Move forward 19 months to January **** and the stat was replaced with a new stat that would operate the heat with the heat pump and not just the electric heat. There was a not a refund offered as the son knew of this when he purchased the original thermostat in June 2022.

  Customer response

  02/08/2024

   
  Complaint: 21202308
  
  I am rejecting this response because: 
  the tech spoke to myself, ************ and my father, *********** was listening to the tech he informed both me and my dad that he had an old ********* in the truck and that it would work just fine. he never mentions anything about one or two or the heat pump. **** ,the new tech , was the first to explain the one and two thermostat to my father and mother Senica has been a/c company for years . *********** and *********** girlfriend swore by there service and integrity. the new, ****, who installed the new Honeywell stated this thermostat the old one  was not the correct one and the heat pump wouldn't work he also stated the thermostat wasn't connecting for the electric heat and it was not operating. at all, defective and this is where a credit should be issued the defective part 
  Sincere,
  *********************** and Sr

• Initial Complaint

  08/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 07/24/2023 we call Senica Airconditioning after experiencing a cooling problem with our air conditioner. Senica Air-condition did send out a service representative for work order i106254. The service technician said he determined that it was a leak in the coil that would cost us over $3000.00 to fix and he did not recommend it but did recommend a whole new airconditioning system that *** cost up to $10,000.00. This visit by this service technician was only (2 weeks) after another Service Technician named **** was at our residence to perform yearly maintenance which we paid Senica for and he diagnosed No problems. Since two weeks later we were told the unit was Low on Freon we had no choice but to listen to what he said because it was upwards of 100 degrees and the house was sweltering, but should we have been charged again? Whatever the this Tech did worked for about 5 hours and totally stopped working and temperature again was hovering around 100 degrees in the house. For this we were charged $114.95. We resent that the Tech wrote on the bill that customer refused to repair. The Tech recommended that we DO NOT REPAIR. The next day a sales representative arrived and tried selling us expensive new units which we did not purchase and had the new unit installed by another reputable company. When the New Unit was installed the Techs from the company that installed the new unit told us that there was plenty of Freon in the old unit but it was not cooling after 5 hours after the tech departed on 07/24/2023 it can only be surmised that the problem was not diagnosed correctly. Since we had service two weeks earlier and no problems were diagnosed we feel we should not have been charged another $114.95 for basically nothing since the air conditioning stopped working again after 5 hours.

  Business response

  08/22/2023

  Senica did have a technician at the home on July 5 and then 3 weeks later on July 24 the customer called with a cooling problem.A technician responded and determined a leak in the coil. The tech advised the customer that refrigerant was needed but that it may leak out quickly. The tech left it up to the customer to decide if they wanted to pay to have refrigerant added or not. The customer declined to have it added. I cannot speak to what the other company supposedly stated and I will not speculate. The sales person did not try to sell expensive top of the line systems. He gave options including a base model.I will refund the $114.95 but not due to the customer perceiving it as an incorrect diagnosis but since our techs are not supposed to charge a service charge if we have been out within 30 days.

  Customer response

  08/23/2023

   
  Complaint: 20434446
  
  I am rejecting this response because:  They are showing just how unethical this company is and is proving my case that they are out there ripping people off and should be noted as such on the BBB site.
  
  Sincerely,
  
  *************************

• Initial Complaint

  06/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The heat pump was working perfectly before they touched it for the maintenance appointment. While they were there the tenant saw them starting the unit with two loose wires and melted the board and other expensive parts making the heat pump useless. The tenant called the company and they sent another tech out and he stated it was definitely the first guys fault and they would pay for it all. A third person called and denied we even spoke to the se cons guy and said the repair was *****. He called the next morning stating the owners wont pay for it all we have to pay 10 percent of it whic he said wad *****. Guess the guy cant do math because 10percent is 400. Then we asked how much they would do on a new system he stated their cost was ******* and thats what they would charge us. Called three places and got quotes for 5890-6080.00 for the same unit. The guy lied to ** many times and I dont trust them working on anything. They broke our heat pump and its not right.

  Business response

  06/16/2023

  I am not sure what refund the homeowner is requesting. He was not charged anything. In response to the claim that he was going to be charged to fix the unit is untrue. A technician went back to the house and replaced the board at no charge. The customer was told we had to check the availability of the compressor in the morning. The compressor would have been replaced at no charge as well. The customer wanted a price on a new system so a price was provided to them. If the customer got other estimates for replacement, the price will obviously be different based on the company providing the estimate as well as the type of equipment being quoted. The customer at no time during this paid for anything on his 12 year old system.

  Customer response

  06/19/2023

   
  Complaint: 20187242
  
  I am rejecting this response because:

  their employee messed up during a regular maintenance call which cost me ****** plus I had to pay another company ***** for a new system since Senica employee fried my system. Senica charged me ******** for a condenser in January which they just fried on the recent service call. I would like the ******* plus the ****** refunded since it was their mistake. They tried to tell me the cost to fix their repair was 4,000-5,000 and a new heat pump at their cost was ********. Since they fried my system they should have to refund something since it was their employees fault.

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

  Business response

  06/21/2023

  The $140 refund was processed this week and will be mailed by Friday. The repairs were offered to be done at no charge. The tech did state what the normal cost would be but 100% said it would be at no charge to you for the repair. You asked for a cost for replacement and he provided it to you. We were not going to do a new system at no charge. There is nothing additional to refund. You declined the no charge repair and went with another company for a system.

  Customer response

  06/21/2023

   
  Complaint: 20187242
  
  I am rejecting this response because:

  If that is true why then do we have quotes for a new unit from your company?  We have been lied to several times.  The 2nd tech said it was the first techs mistake and it was covered to multiple people. Then the third tech said the second tech never called us but we have caller ID. Then we were told it would be around 4K to fix it.. then he said it would be only 10% out of pocket then said it was around **** our cost. That math was not even close to 10%. Then we were told the cost of a new one was ****+ and we would only be charged Company cost.  We had others quoted by multiple companies and this 8K we were quoted was way over cost.  We had another company replacing unit because the trust was gone here. Lied to over and over and none of this was our fault yet we were expected to pay. They didnt say they were going to cover it until we said we were going to take the next steps and get a unit from someone else that didnt lie to us and over charge us. They should have to refund me for the ****** for the maintenance plan and for one of the  parts they fried which I just had them replace in January which was ********.  I dont expect them to pay for a new unit but at least refund the money I just spent with them that is now useless due to the tech messing the unit up.
  

  Sincerely,
  

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

• Initial Complaint

  09/14/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  It has come to our attention that all of the subsequent problems with the air conditioners are a result of the original engineering plans being dismissed in Fall 2018. Unfortunately the original plans were not followed and we were vastly over****d. Despite their attempt to install a solution in February 2020, the situation has only been exasperated. After consulting with multiple HVAC companies, it has become apparent that the install has led to many costly repairs including the units failing every couple of months, as well as our current status of a unit not working and the other unit struggling. Unfortunately, our only option available is to start fresh with a new install from the beginning.Supporting document available but will exceed max **** as we have at least 100 pages of invoices, documentation and pictures.

  Business response

  09/14/2022

  Our company went above and beyond to help correct issues that you as a homeowner builder created within your own envelope. These problems were mostly created because you lacked the expertise or experience to build a home. We incurred the cost to put top of the line equipment in your home and did not charge you for it.
  
  All work we did within the home was per code and passed inspection. We will not meet any financial demand. If you choose to change your systems again, it is of your own doing.

• Initial Complaint

  07/15/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Called Senica to come out to determine what had gone wrong with our ac. 30 June 2022 Our control temperature was set at 77 always and the house temperature kept going up past 80 then the unit stopped. The man came out, checked the unit said it was good on freon but the capasitor was no good. Put one on, the unit worked for about 3 days and went back to doing what it was before he came and fixed it. Called them again and another service man came. He said the freon was low, and we had a valve that was not working in the other unit and said it could not be fixed we would need a new unit. So with different answers from 2 different persons from this company we made a list of other companies and had estimates and those people tell us what was wrong. The general description was that it couldn't be fixed and we needed a new unit. The valve replacement would be over $2000 and then the unit on the outside, being the same age, something may go wrong and go out soon so it would be better to just get a new more up-to-date unit. The one we had was a 2011 bought before we bought this house. So we called Senica back and asked if we could have the $243.95 back for the capasitor because that wasn't what was wrong with the ac. They asked did we buy the new unit from them and we said no and they said then we can't refund your money. We would like your help in refunding this money to us.

  Business response

  08/19/2022

  Business Response /* (1000, 5, 2022/07/25) */ Our tech went out and found the system almost satisfied at 78 degrees which is what is was calling for on the thermostat. He found the capacitor out of range but not shorted. He replaced the capacitor and cleaned the drain. His recorded pressures were 125/355 SH17 SC12. Those readings are great and show no indication of a TXV failure. Per the customers complaint the system worked fine for 3 days. If a compressor is starting and running with a weak capacitor it produces excess heat which can degrade the oil. The degraded oil from the compressor can plug the TXV causing the system to pump into a vacuum. This does not always happen and can take time to occur. There are no cost effective tests or procedures to identify this issue for the customer. The customer stated in their complaint the system worked fine after we replaced the capacitor in the electrical side of the system until another separate issue occurred in the refrigerant side of the system. We made every effort to diagnose the system on the first visit and did not charge them a diagnostic fee. We would have warrantied our repair if that was part of the issue. Our notes stating the refrigerant pressures and temperatures indicating no TXV issues and the system was operating okay were signed by the customer and emailed to them. Senica made every reasonable effort to diagnose the system and, as far as our notes and customers own statements reflect, we performed as well as possible in good faith and in accordance with industry best practices. Consumer Response /* (3000, 7, 2022/07/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) My explanation maybe wasn't complete enough in that the unit was working at the time the tech left but it did start to cut off and on when the little black box next to the capacitor would not stay on so therefore the compressor would not kick on so the ac was actually working but not constant and that is why we called them back. The reply the company man made above did not mention the second tech coming out and rediognossing the problem. He said the freon was low, where the first tech said it was ok. The second tech said the valve was sticking and he could not get it to work and said the cost of replacing it would be so much that it probably would be better to get a new ac. I will attach the 2nd techs report, such as it was but you can see where the first tech said the freon was fine and the 2nd one said it was low and the ac unit was pumping it in reverse I guess because the compressor wouldn't kick on or would kick off. The little black box next to the capacitor would click on and off. Also, I forgot to mention, the drain line was not dripping any water out of it either. They said they would not give us money back we spent for the capacitor (which wasn't the problem) because we didn't buy a new unit from them. Well, after two different responses after 2 techs coming out from their company we didn't feel we could depend on getting a new one installed properly and/or further maintenance or help. Consumer Response /* (3000, 12, 2022/08/11) */ I sent you information about the cost of the item they put on the ac that wasn't the problem at all and didn't fix anything then another one of their techs came and said it was a different problem all together. I sent this on the 4th of August 2022 and just saw your notice that they had until 5 August 2022 and replied. You did not report anything they replied to after my note of the 4th of August 2022. There has been nothing from them since the first reply they made. Let me know what is going on and what you intend to do about them. Business Response /* (4000, 14, 2022/08/11) */ Yes the refrigerant looked low because the valve was pumping it into a vacuum. If the valve was a problem when we were there from the beginning it would have never worked. Senica will not provide a refund to the customer because they think we should have done something different. Our techs was thorough and responded/resolved based on the what the system was doing at the time they were there. We performed as well as possible in good faith and in accordance with industry best practices. Consumer Response /* (4200, 16, 2022/08/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) When the first tech came out you take his word for what the problem is after all the client doesn't know refrigeration. He said a new capacitor would make the compressor kick on which was what the ac needed to do. Said it had plenty of freon. The ac worked that night and the next day it was not working again. The second tech came out and told us a different story. It was blowing the freon backwards through the unit and that was caused by a valve in the unit inside the garage. We couldn't see inside the unit in the garage but I don't think it really looks like a valve, I don't know. He said the valve would cost almost as much as the unit and it would be better to buy a new ac. We are on fixed income and can't keep paying out for each part they want to try to see if that works. I can't believe that they would not refund our money for a part that we didn't need as that didn't fix the problem. We told the 2nd tech that he could take the campacitor because it didn't work, but he did not.

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