Complaints

• Initial Complaint

  08/15/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  2/1/23 agreement for boiler, furnace, duct work, air handler, cleaning and sanitation services and all equipment required to complete functioning heating and **************** and hot water in the amount of $50,000 which has been paid in full Upstairs air system is not functional to manufacturer recommendations, cleaning and sanitizing services remain incomplete and are unable to be completed as system is not functioning properly, Wi-Fi thermostat that was paid in full for is not installed and had not been received On todays date of scheduled appointment at 8:00AM with Family heating and air we received a text message of a letter terminating the agreement for services and reached out in an attempt to resolve the issue without response from said company

  Business response

  09/20/2023

  see attachment

• Initial Complaint

  07/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I brought the GE.wall air conditioner last lyear in late April, 2022, cool summer, didn't use it much. When it was so hot in last of May, ***** this year, it didn't run. normal, just blew out air like a fan would, two days of that and I was crying. They brought in a portable one May 31st. On Friday June 16th, they came and tried with help of Tech support to get it working, left because the other tech support was not there. He left and never heard from anyone for weeks, I called **** and she always said she never heard from them. June 19th called **** and let her know I was upset that all this time temperatures in 90. and she said always comes back to tech support. June 22 on a Thursday night they came and took out the air conditioner from the wall and said they would get me a new one . Well I am still calling and still waiting. I called today July 10th. and she said don't know anything, hoping it comes in soon, said they had one coming. ** told her July is going to be over with and then the weather cools down, and then I will be in the same trouble as I am now and go through it all over again. I have never seen anything like this in my life, i am 87 years old and have a dog in the house that has a heart condition, I am thinking that they are just putting a old women off as they don't care and old women are not very smart. people have told me they playing me for a fool. Something is not right for sure, and any company that cared. would not string me along from last Of May, to July 10, 2023 as that is what makes me think I will get another one the same like this one, wonder if they are rebuilt ones. I just want them to go get me a new air conditioner and make sure it is working, before they put it in the wall. And if it does the same thing next year, more than likely I will have this same problem next. year, They need to be more aggressive. as a company that gets things done, rather than lead a old women on and on and on. **************

  Business response

  07/12/2023

  This is **** from Family Heating & Air LLC.  

  ************** has had an issue with the ** through the wall unit that she purchased in April of 2022. There is a refrigerant leak, that is covered by a 5 year sealed system warranty.  When she originally called to say the unit was not working we sent a tech to her home to figure out what was wrong.  She has been known to change the settings on the unit by pressing buttons that she should not.  We sent a tech to her home a few times last year to correct this issue.  When the tech was there he was informed that he needed to talk to tech support, but they were closed.  After talking to the distributor they required that we speak to tech support.  We sent the tech back to the house when they were not closed. After our tech talked to tech support we were informed that we needed to talk to ** directly to get the unit replaced.  Due to the heat we brought her a portable ac unit to keep her comfortable.  She called one night to say that the portable was not working.  Then she emailed and we sent a tech to her home at 10 pm. She had not drained the condensate pan on the unit.   ***** has called multiple times.  Yes I have spoken to her.  I can only go as fast as the distributor or **.  I have multiple hours in calls dealing with the distributor and ** trying to get a new unit for her.  Her saying that we need to be more aggressive, I don't know how we can be.  She thinks that I can just call and get a new unit right now, I can't. They have to be ordered in special.  I am at the mercy of the distributor and **.  We have tried to explain this to her, but she will not listen.  ***** has told me that "I am 87 years old and a widow."  Yes, Ma'am, I understand that, but I can only move as fast as they do.  

  We have been to her home many times, and not charged her.  We don't know what else she wants from us.  We tried explaining it to her, but I am not sure that she understands.  We want to get her taken care of, and as soon as the new unit arrives, we will.

   

  Thank you,

  ****

  Office Manager

  Family Heating & Air LLC

  Customer response

  07/12/2023

   
  Complaint: 20298990
  
  I am rejecting this response because: Its not true. I never changed anything on the air conditioner. This year ***** out and it just blew air, for two days and then I called. Also, that's not true, I was told the portable air did not need to be drained. It went out one Sat.  night, so emailed you as I didn't know how to contact you.  I checked the fuse box, looked ok, and only certain rooms were affected, someone was on the computer and came down and checked the fuse box, said it was not all the way over.  I had air and lights. This is going on last of May through July.  They don't seem to know anything when I call. Think I am just old woman who don't know very much.  My friends tell me I am being taken. Something is up when a Company. Can not get a new air conditioner. in a week or so, in all this hot weather, maybe December!   I have never seen a business run like this, as they don't seem to care, or need to get a different distributor. I am sure I have been very patient with waiting so long in hot weather. Sure, I call you, as you never call me to let me know when it will be in.  I just want my new air conditioner to be in very soon.  I see the summer slipping away and no air conditioner. I don't want to go throw all this next year.  I do hope it comes in very soon.
  
  Sincerely,
  
  ***********************************

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