Complaints

• Initial Complaint

  07/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  So a year and a half ago they installed my HVAC. Apparently the tech didn't know what he was doing because he left a lot incomplete and installed incorrectly and they ended up firing him. They didn't bother having someone come back and look it over though because a few months later I found the condensate pipe just pouring water into my crawlspace. They came out and fixed that. Now they've had to come and fix a damper, a temperature sensor, put in some gaskets that were missing, and fixed a few other things that weren't installed correctly. Basically the system was working twice as hard as it needed to to produce a third of the air and once the outside temps got up it just couldn't deal anymore. And now they've charged me almost $100 to fix their own mistakes. I tried to dispute it and they said I should have told them they hadn't installed it right sooner. How was I supposed to know!? I know nothing about HVAC. And they should have just done it right the first time. But no apparently it's my fault. I had to sit in a 104 degree house for a day and a half and wait for them to come fix it. (the photo says 99F but that's as high as the thermostat goes apparently)

  

  Business response

  08/06/2024

  ************** called and requested service. There were a couple of place in the refrigerant line insulation that was torn and the technician taped those up. There was rubber grommet that was missing and the technician repaired that. The problem that was causing the system not to cool was a damper had broken. That was also repaired on this visit. The customer was charged a trip charge for coming out but was not charged for any repairs. I spoke to ************** on the phone and it was very clear that he was not going to listen to any explanations I had to offer so I refunded him the money that he had paid for the trip charge. 

  I am not sure about where ************** received his information about the technician who installed his system being fired. That is incorrect. The technician who installed the system in the home that he purchased just recently left our company because he lived an hour away and he had some family issues and needed to be closer to home. 

  The system had been heating and cooling ****************** house for 1.5 years. The customer stated that the week prior to this when the outdoor temperature as 97 degrees, his home remained cool. Prior to the damper breaking, it appears that everything was working. We can't prevent breakdowns and we try to respond in a timely manner to get our customers systems repaired as quickly as possible. 

  ****************** system was repaired and all money paid ($95.23) was refunded to his credit card on 7/9/23. I spoke to him on the phone that day and told him that we would refund his payment. 

   

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

  Superior Residential Services of NC, LLC

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

  ********, *******; 27263

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

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

   

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