Complaints

• Initial Complaint

  09/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a new AC unit from Pleasant Run/AC & Heat in early June 2022. August 2022 after the first rain in which wind was also heavy the unit stopped working properly and never came back on. I called Pleasant Run AC to report the issue. The owner came out and stated to me that the lines were clogged, and they are located in the wall tied to the washroom lines and that this was a plumber issue. He gave me a plumber number and told me that it's not the AC unit. I called the plumber he recommended, this plumber came out and told me the lines were not clogged after he inspected the unit in the attic and outside. He also checked the plumbing in the washroom and each bathroom. I informed Pleasant Run AC of his findings. I also called 6 other plumbing companies and read what Pleasant Run AC Company text me to tell the plumbing companies concerning the issue. They each stated that it is not a plumbing issue. On September 6, ******** Service of ******* TX came out. The plumber went up in the attic and checked the lines as well as plumbing and the lines connected to the AC unit and his finding was also this is an AC issue not plumbing. Otherwise, the lines were not clogged. I called Pleasant Run A/C & Heating while the plumber was here, and he asked the plumber to take pictures of the lines while he was talking to him. So basically, it an issue of me not having cool air while the Pleasant Run AC and the plumbers go back and forward of who supposed to fix what. As a paid customer I should not have to go between two professions to explain issues that I have no educated knowledge of.

  

  Business response

  09/21/2022

  Pleasant Run A/C & Heat, LLC is guided by standards as set by the Texas Department of Licensing and Regulation. Pleasant Run A/C & Heat, LLC is also guided by strong Christian principles and values. We strive to help each and every customer as if they are a part of our family. However, there are times when we at Pleasant Run A/C & Heat, LLC cannot satisfy a customer to meet their individual standards that are out of our hands or quite frankly ridiculous. In short some issues are just beyond our control when a repair or replacement is recommended. We try our best to weed out potential problematic customers out before performing any repair or replacement, but that is not always possible. Pleasant Run A/C & Heat, LLC will take a loss in revenue before harming the reputation we have earned in the local community and broader DFW metroplex. In the case of ******** ***, we went above and beyond -- as always -- to assist this customer with help to get second chance consumer financing and forehand to provide options for both repair and overall HVAC replacement. But after the initial install Pleasant Run A/C & Heat, LLC's install practices have been called into question and we have been blamed for issues unrelated to work performed at her house including foundation issues causing cracks in the drywall in the interior of the house. We are now saddened that after several months after install we received more troubling accusations unrelated to the install of our system which will be detailed.
  On 6/8/22 at roughly 2pm Pleasant Run A/C & Heat, LLC went to the residence of ******* ***. She explained that she was a new homeowner, and explained that she had issues with her HVAC system and it was not cooling; within five minutes it was diagnosed as a failed compressor. ******* *** then explains that the system had been repaired prior to her moving into the house. The diagnosing technician checked date codes and it was observed that the compressor had previously been repaired less than a year ago. The technician/company owner, confirmed that several things were at issue: 1) second failed compressor due to lack of incoming return/non-conditioned air and poor install/design, 2) lack of maintenance, 3) age, 4) excessive rust build up inside of the Primary A/C Condensate Drain Line and 5) a an R22 freon leak. The customer was well aware of the fourth issue, because the previous homeowner was incorrectly using the Emergency Condensate Drain Line as the primary line drainage. (******* *** pointed out during the initial visit and subsequent conversations after the issue arose where she questioned the install practices of Pleasant Run A/C & Heat, LLC.) With a clogged Primary A/C Drain Condensate Line, the condensate (condensate is produced from dehumidified air when the HVAC system is running in the cooling mode) in the cooling mode will take the path of least resistance: it will travel to the Secondary A/C Condensate Drain Line and subsequently drain into the Emergency Condensate Overflow Drain Pan and then into the Emergency A/C Condensate Drain Line. With poor or lack of maintenance this can sometimes present a problem due to excessive debris and evaporator coil rust that can up clog the Primary A/C Condensate Drain Line which was the issue at hand in the 8/27/22 callback. Upon install of a replacement HVAC system, clearing of the Primary Condensate Line is performed along with many other checks. Typically, there is no issue, but if there is we will bring this to the customers attention ie, plumbing or electrical of which Pleasant Run A/C & Heat, LLC is only licensed to diagnose a failure and not perform as a repair.

  
  On 8/26/22, ******* *** called and explained that service was needed due to no system operation. On 8/27/22 Pleasant Run A/C & Heat, LLC went to her residence and it was found that the Primary A/C Condensate Drain Line was not draining properly because it was clogged. With the help of ******* ***, we searched inside of the of every bathroom and could not find an interior termination bathroom P-Trap drain entrance point for the Primary A/C Condensate Line; after further inspection it identified that the Primary A/C Condensate Drain Line ties into the customer's washer/laundry condensate line. While this is not common, this is not uncommon as a plumbing design; we are not plumbers but we see this as an install occasionally. (In most homes the Primary A/C Drain Line is tied into a P-Trap bathroom sink of a house.) As with standard service call practice the Primary A/C Condensate Drain Line was cleared out using a nitrogen pressure tank and hose. The system then ran correctly and the Primary A/C Drain Line was not at issue at when leaving the property. In completion of that days services it was explained to ******* *** that if the issue persists with condensate backup it is due to either A) former system debris (rust) that are trapped inside of the Primary A/C Drain Line past the Primary A/C Condensate Line tie in point to the laundry condensate line inside the wall structure of the house or B) the laundry condensate line itself is clogged. Both scenarios would require a plumber. It was further explained that because the Primary A/C Condensate Line ties into the laundry condensate line and that condensate line is installed within the structure of the house that is then a plumbing issue. Pleasant Run A/C & Heat, LLC's license is for HVAC only and a plumber would need to remedy the issue with her laundry line thus then allowing for correct drainage of the Primary A/C Condensate from the system. Lastly Pleasant Run A/C & Heat, LLC explained the HVAC system will not run when there is a condensate overflow related to the HVAC system. (As per mechanical code a Safety Condensate Overflow Switch is installed to shut the system off for no operation until the condensate is cleared.) These are all things that we explained to ******* *** upon initial install of the system, after the call back for service, and in the following days/weeks after the call back (via text and call). As stated the Primary A/C Condensate Drain Line ties into the laundry line and there is not a fix for which the HVAC contractor can perform. As per mechanical code, the drainage issue now becomes a plumbing issue and a plumber will have to be out to address the issue at hand by utilizing specialized plumbing tools (ie Snake, inspection camera, etc.) or they will have to reroute the Primary A/C Condensate Line to another code approved drain connection (ie sewer line) and correct the plumbing issue for the laundry line.

  
  ******* *** states she called several plumbers and they all said it was an A/C Drain Line issue. Pleasant Run A/C & Heat, LLC explained to her several more times that: "Yes the Primary A/C Condensate Line is at issue and is clogged, Pleasant Run A/C & Heat, LLC agrees with the plumber(s) you have spoken to, but it is only clogged because the laundry condensate plumbing line is at issue preventing the Primary A/C Condensate Line from draining correctly." She did not listen and when she called and texted again many more times, the owner advised ******* *** to have her plumber of choice join us for a three way conference call so Pleasant Run A/C & Heat, LLC could explain the technical details to her plumber(s) she spoke to, details that Ms. *** was leaving out. Again, the plumber(s) that she spoke to were correct, however the Primary A/C Condensate Drain Line was clogged and the Condensate Safety Switch correctly shut the system operation off.

  
  On 9/6/22, when ******* *** finally had a plumber out to her residence, the plumber stated, over the phone, that the lines were clear and that the system was running while he was there. As the owner I explained to the plumber that the Primary A/C Condensate Drain can't possibly be clear if the Safety Switch was engaged. The Safety Switches purpose is to shut off the system operation when condensate is backed up. From our standpoint either ******* *** was not telling the truth or the plumber came to her residence for something unrelated because this call and the plumber's explanation made no sense to Pleasant Run A/C & Heat, LLC. While her plumber was onsite, I requested him, and he agreed, for him to show the customer how the Primary A/C Condensate Line ties into the laundry condensate line. He agreed to call me on his personal or work phone and he would explain to me the lines at the tie in point so all three of us were clear on his work and further explanation to ******* ***. I received no call and as the owner I even called ******* *** back after 20 minutes but by this time the plumber had left the residence and ******* *** said paperwork would be sent to her via email and then subsequently sent to Pleasant Run A/C & Heat, LLC. Nothing was sent to Pleasant Run A/C & Heat, LLC and we have no verification of what was performed and if the plumber showed the customer how the condensate lines tie in together and what they as plumb

  Customer response

  09/29/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  As I stated before Pleasant Run AC is not listening to what I am trying to explain to him concerning the issue. I tried contacting Pleasant Run AC several times, but he would not answer my calls. So, I was contacted by ******* the company that provided the unit I purchased for customer service call. I explained to them the issue and on 9/28/2022 @ 13:00 they sent their inspector out due to me telling them that I want the unit removed because I am going with a company that has the service I needed. AC Pleasant Run is saying that the line in clogged in the wall and that it is not the AC tech job. So, I did have *** ****** Rooter to come out to check. I was explained again by *** that it is a clog but it's not in the wall. He shows me it was in the"90" joint outside of the wall that causing the issue. The issue is not inside of the wall, its outside of the wall in that "90" joint. Also, the inspector from ******* tried in my present calling AC Pleasant Run twice on 9/28/2022 but he did not pick up. I also tried calling but no answer. So the inspector from ******* stated the same issue *** stated that the line is clogged but not in the wall. If no solution is reached my only options is to have the unit removed.
  See Attachment/File: ***.pdf

  

  Business response

  10/08/2022

  First and foremost - We will not be removing the existing install of the HVAC system that Pleasant Run A/C & Heat, LLC paid for and
  installed. We assisted and installed this HVAC system as per manufacturer specifacations and the specifications of the
  Texas Department of Licencencing and Regulation.
  
  Secondly, with the exception of 9/28/2022 communications at our offices were non existant. Our offices were closed as we
  Pleasant Run A/C & Heat, LLC was on company vacation in Cancun, Mexico with limited access to phone and text communication from 9/27/22 - 10/5/22;
  it is possible she did reach out to Pleasant Run A/C & Heat, LLC, but we as a company were on vacation. In any event, we now prefer
  to have all communications via email for legal record of note by this customer. With this said - there was no indication of a missed or forwared call,
  no voicemail left or text message left for the staff to respond to. Everything further that this customer is stating is unequically false and a blatent,
  slanderous lie. We assisted this customer and even when she contacted us further all lines of communication were open -
  she sent text messages (owner's personal phone and business phone) and the customer called (owner's personal phone and
  business phone). Each time communication was answered, morning, noon or night - Pleasant Run A/C & Heat, LLC wants a happy customer.
  We even answered when we at Pleasant Run A/C & Heat, LLC were threated and accused of incorrect install and the customer explained
  how she knew people in the City of Dallas Code Enforcement Division; the owner explained he was well versed in code as his father was a retired
  manager from the City of Dallas Code Enforcement Divsion. Each time we were all e*** and we listed to the customer.
  
  As previously stated, we advised her to have her plumber contact us or make arrangements for her, her plumber of choice
  and Pleasant Run A/C & Heat, LLC via conference to call and talk about the situation at hand
  where ******* *** would be a third party. Pleasant Run A/C & Heat, LLC would explain to the plumbing contractor that the Primarty A/C
  Condensate line is clogged up but is not able to be unclogged due to a back up in the tie in at the the laudry line. She kept
  saying she would do so and nothing on her end was performed as she told us she would do. It was not until she had a plumbing contractor out that
  they performed work. What work that was performed was not known on our end because they ignored our request to show the custmer the issue at hand on the
  laudry line side plumning. After that no further communications as requested by Pleasant Run A/C & Heat, LLC were provided by ******* ***.
  
  We are happy to assist ******* ***, but Pleasant Run A/C & Heat, LLC cannot be slandered by lies and falsehoods. Pleasant Run A/C & Heat, LLC would
  prefer to not work with this customer going forward, but we would be willing to work out a solution in order to close and terminate this matter.
  With that said there will not involve any monitary solotion or removal of the installed HVAC system on our end, but we can work with her to close this
  matter. We have assisted the customer, but ******* *** is not stating facts.

  Customer response

  10/16/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  I am not going to go back and forward with Pleasant Run A/C and Heating due to the he said she said scenario. But I will suggest that customers seeking A/C or Heating service research the company before selecting a company for service to avoid these mistakes. After speaking with the supplier/ finance company and explaining and letting him review the information I have from plumbing companies and *** ****** Rooter, he stated that he will red flag this company to assure the work is done correct before payment. Concerning the 9/28 phone call and out of the office situation, that's not my issue but if this company was out the office during this time, it was no voice mail indicating that this business was closed. Most businesses will indicate a projected non-business period for the customers knowledge. Again, the inspector, his supervisor and I tried calling but no voice mail or answer. During this time of calling there was no answer or choice to leave a message. But later Mr. ****** from the Supplier/Finance company said he spoke to Forrest, and he said that something was wrong with his phone, that why he did not answer. As a customer I don't know what's the truth. After Forest from Pleasant Run indicated to me that it was not the AC tech to repair pipes in the wall and that it's in compliance with regulations, I replied back by with ok I can check with the City Code Compliance to review the rules. Then he said his father retired from Code Enforcement as if it was an indication of approval knowledge. Code Compliance and Enforcement are two different departments. I don't need to know when my grass is over 12 inches, my concern is my AC. Again, what does that have to do with this issue? The fact is I used a company that is not BBB accredited and *** ****** Rooter, other plumbing companies and a plumber Pleasant Run AC/ Heating suggested indicated issues with this installment. Pleasant Run AC said it was a pipe in the wall that is causing the clog but the plumbing companies, his (Pleasant Run AC) suggested plumber and *** ****** Rooter explained and showed me that it was not a plumbing issue. I was shown that it was the 90 joint outside the wall that is causing the clog. I suggest to customers needing this service to research the company before selecting from a company that is not BBB accredited. I will not be using this company or recommending this company for service.

  

  Business response

  10/21/2022

  As a non-accredited member of the BBB within the listed network of BBB
  businesses in the HVAC section we see it only fit that we respond to claims (true or false)
  regarding the work performed by Pleasant Run A/C & Heat, LLC. This is not a matter of "he say, she
  say" this is a matter of fact. ******* *** has accused Pleasant Run A/C & Heat, LLC of structural
  damage to the house as well as issues related to the HVAC install which are both unequivocally false.
  
  Pleasant Run A/C & Heat, LLC replaced this end user's equipment and there has been no issues
  related to its install. This was further verified as being true when the finance
  representative from ******* Finance visited the customers residence: ***** ********,
  s.********@****************.com. Further his supervisor was contacted and they have explained, or
  should be in contact with ******* ***, to reiterate that the current HVAC issues are not a result
  of the system or install it is a result of homeowner unintended negligence. ******* *** needs to have a
  qualified plumbing contractor correct the drainage issues.
  
  A solution put forth from the finance company -- in conjunction with Pleasant Run A/C & Heat, LLC --
  is for the customer to have a qualified plumbing contractor out to the residence to reroute the
  Primary Condensate A/C drain line to another code approved drainage or sewer line in the house.
  If needed Pleasant Run A/C & Heat, LLC will provide a section of PVC schedule 40 pipe to the
  approved sewer or drainage line, but no further work or paid work will be performed by Pleasant
  Run A/C & Heat, LLC. The customer will be responsible for all charges.
  
  The homeowner has not contacted Pleasant Run A/C & Heat, LLC via email/phone/text in several weeks
  and we are now in the Heating season. As previously stated, this customer has a three year labor
  warranty (powered via *** Insurance) that should also be valid in the next few months. As the labor
  warranty states, maintenance will need to be performed (recommended seasonally) for the labor warranty
  to be valid. Aside from the solution presented we are not inclined to further assist this customer.
  Pleasant Run A/C & Heat, LLC and the owner stand behind the install and work performed, but this is
  not a customer we would like to work with in the future (aside from the solution put forward).

  Customer response

  10/30/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  Pleasant Run AC claims to state facts concerning this issue but if the consumers research the company before service, they will see the experience and the professionalism of this company. Pleasant Run AC would not take my phone calls or have they contacted me. The company claimed they were out of the country, or something was wrong with their phone... I don't know the truth. But as I stated before most professional companies will notify the public of business closures.

  Although stated on the invoice/receipt that was given to me by the Pleasant Run AC, I do have a 3-year labor contract with them but as stated in his previous post/rebuttal, " this is
  not a customer we would like to work with in the future" This company don't have to worry about me contacting them for service due to the quality, knowledge and professionalism of service. I want enforce customers seeking AC service to research the company and check out the company on the BBB site before making a decision for service. As a result of my experience, I had to get a profession company (***- ****** Rooter) to fix what this company could not or would not do. Again, research the companies and look them up on the BBB site for confirmation.

*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. ↩