Complaints

• Initial Complaint

  06/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  5-13-24 I purchased a mini split HVAC system 3-18 and **** ******* installed it. August 2023 I left **** and contacted Jesse Heating since they work on ****** systems. August 2023 a Jesse tech discovered a freon leak. That was repaired and I thought issues with mini were taken care of. April 2024 I turned on the air and got an error code P6 which refers to the compressor switch. I contacted Jesse and on April 29th and scheduled appointment. Upon inspection, tech could find nothing wrong. I called back a few days later due to continued issues and scheduled 2nd appt. Tech did inspection and contacted a ****** engineer who said, main outdoor unit was incorrectly hooked to units inside. He said this was another faulty install by **** and that unit ports needed to be switched to correct positions. This job was done on 5-2-24. This didn't make a difference, in fact, issues are worse than before. I contacted Jesse and was told to file a complaint with ****** about mini. I did this, but to no avail. Jesse and ****** supposedly worked together and sent out HVAC specialist from Jesse. Measurements of home were taken 2 times. Yesterday Jesse sent me report that says my system is too large for home. After 6 years, unit is suddenly too large?? This drives home the point that the $700 job to switch ports was not necessary. All I'm getting is a run around. One engineer says one thing and second engineer another. It appears as though there is a lot of conjecture and guess work about my unit.

  Business response

  06/25/2024

  Mrs. *****,

  we have offered to send someone out to look at the unit more than once and you have declined saying you don't want to spend any more in repairs. We have been in contact with ****** regarding your unit several times. ****** has suggested checking the sizing of the unit, since a wrong sized unit will never work properly. You yourself have maintained that the unit has never been right, "since day one". Have you considered it may be because the unit wasn't sized properly? This is per the manufacturer.

  Customer response

  07/01/2024

  I should be giving better clarification concerning issues with mini split from day one. That issue is the P6 error code.The ****** booklet that came with mini states: P6-Compressor high-pressure or low pressure switch is open. This is the only error code I've ever gotten on mini split. This issue continues.  Two times last week this error code came up during the night. It seems no one gives this any credence.  On May 2nd, Jesse sent tech ***** to my home.  I had taken a picture of mini during the P6 error. I showed it to him and his response was, that error is not in my phone as he scrolled through looking for it.  I had the proof and this issue was not addressed.  As to Jesse offering to send techs here again: why would I have a tech come and look at unit when they never seem to find anything wrong? I keep throwing money at the unit and I'm not getting any resolution.  I have a unit that leaks water, beeps even when its off and hisses.  The outdoor main unit also seems to be leaking water and it has muddied the ground around it. On May 10th, ***** did the $700 job and the mini split is worse than it was before. I am enclosing two attachments.  One is the email from Jesse stating: We suspect your issues are due to the way unit was sized. Suspect is the word that bothers me.  I don't want a suspicion, I want facts and answers. Thank you BBB for you concern over this matter. **** *****

  Customer response

  07/02/2024

  On May 10th, Jesse  tech ***** arrived and did the $700 job which I have already sent a copy to the BBB. Had to re-schedule this job from 5-2 due to weather and agreed on 5-10. Jesse allows 30 days from a job, for a tech to return at no fee. I called Jesse and spoke with ***** and she told me to continue documenting issues and then we set up appt for Jesse tech ***** to come back.  On 5-15 ***** returned at 4 PM. He checked for freon leaks, found none, but told me orally that he put in #2 freon to overload system. 5-20 I called Jesse and spoke with ***** again.  I reported water leaks, hissing and beeping. Again she told me to continue documenting issues with mini split. I asked her: "Since ***** found no freon leaks, why did he put freon in? She responded: "Sometimes the system works better on overloaded freon." I didn't know better at the time. From what I have read online concerning and overloaded system with freon, it creates a dangerous situation and will eventually lead to complete failure of mini split. I also told ***** I was afraid my system would go into an epic fail. There is no documentation from Jesse saying they put freon in my system. Since this visit was a call back for original $700 job there was no charge and there was no invoice or paperwork explaining what was done. This is a he said, she said situation. And, another thing, why is ***** telling me to continue to document all issues? I have done that tho and have page after page of daily issues with system. I am currently only running system in fan mode since I was advised not to turn on air or any other mode besides fan. That recommendation came from person I spoke with at ***** ***** in Champaign. I am afraid I will have a very hot summer! Thank you BBB for your help. **** *****

  Business response

  08/08/2024

  Customer is receiving a replacement outdoor unit, under warranty, even though we didn't have anything to do with the original installation. Customer is satisfied

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