ComplaintsforResidential Air, LLC

• Initial Complaint

  02/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  When we initially called Residential Air, LLC in November of 2022 because our heater wasnt working, we were charged $85 for the service call, $250 to replace our warrantied motor, and $145 to acquire the warranted part for $480. This was work completed and paid for immediately. Our AC had been working fine prior to that repair.Then less than a month after the motor repair, in a snap of warm weather, we turned on our AC and discovered the compressor to have been damaged, an issue that was previously not there prior to Residential Air's first repair of the motor.After calling them back and the repair on the new/resulting issue was completed on December 19th, we were charged $1600 for quoted warranty compressor replacement part and labor minus compressor cost for something that looks suspiciously like an issue caused by either the motor going bad originally and not being diagnosed and fixed by Residential Air, or the repair work being done improperly.Now, Residential is wanting to charge us another $1250 to come replace a warranted part again, when we feel it is due to their negligence that it needed to be replaced in the first place.We have paid Residential Air for this work and that work should be warranted. We should not have to pay them again for this issue to be resolved. On another note, when on a phone call with the owner and repairman, *******************, he raised his voice and spoke very demeaningly to me in defense of his position. In all my years as a homeowner, I have never been addressed in the unprofessional manner that he spoke me during this call. Granted, he was frustrated but it was uncalled for.It is our hope that the BBB can assist us in resolution of this matter. Residential has no visible complaints or bad ratings and this is why I chose to call them in the first place. We are considering reaching out through legal channels to find a resolution to this matter if it cannot be reached through the BBB. Thank you

  

  Business response

  02/23/2023

  In response to complaint #********, I respectfully request this complaint be removed and/or marked invalid, as it is ultimately a complaint about pricing .
  
  Nov 14th,2022-No Heat call received. Call dispatched. Diagnosed unit with bad blower motor.Repairs made. Unit running normally on departure. (Invoice# ****-2: Attached)
  Dec 8th,2022- Deep Reverberating Noise call received. Call dispatched. Diagnosed unit free of charge. Unit had bad compressor. Advised homeowners best route would be replace unit. Reason: (Liquid locked valves). Once mechanically failed,compressors can send shrapnel throughout the ac system out the orifices within the system. Client **************** insisted there must be options other than replacing unit. Explained compressor could be replaced but no labor warranty would be given as this repair was a roll of the dice and homeowner was strongly advised against this repair. Quote given to replace compressor with no labor warranty at price of $1600. Price included warranty of original compressor,labor, and new refrigerant.
  Dec 8th,2022 4:59pm: Text from ***************** apologizing for husbands behavior. eBay link for freon sent asking why we charged our price for freon when its on eBay cheaper. ****************************** text that would be happy to explain pricing by phone, which was done.  (Text Message 1a, 1b, 2, and 3: Attached)
  Mr. and **************** decided to replace compressor in favor of the strong recommendation to replace unit. Compressor ordered and replacement scheduled for Dec 19th,2022.
  Dec 19th,2022: Compressor replaced. Explained to Mr. and ***************** since it was cold and snowing this day, ambient temperatures were too cold to allow for proper testing. Explained that we would need to return when ambient temps were good to verify readings and test properly before their attempted to run the ac.  Agreement made in writing, Invoice# ****-2 Agreed to allow us to return in Spring before attempting to run unit in cooling mode.(Invoice# ****-2: Attached)
  Feb 16, 2023 5:09pm: Text from ***************** stating they ran ac, and now unit isnt working. Immediately called *****************. Told her we would return tomorrow and evaluate unit at no charge. (Text Message 4a, 4b: Attached)
  Feb 17th,2023: Returned to test unit. Compressor tested bad due to being ran without proper startup. **** ***************** we would work her up a quote and do what we could for the situation. 12:43pm-Message from ***************** asking for a time frame for this quote. Informed ***************** we would have her quote emailed by Monday Feb 20th, 2023. (Dispatch ************** Attached)
  Feb 20th,2023: Quote emailed. Offered to honor compressor parts warranty and give 25%discount to replace.  (Estimate#***:Attached)
  Feb 20th,2023 12:50pm: Email response to Estimate#*** from ***************** stating unless situation can be resolved without her paying much more, she would consider legal matters. (Estimate Gmail Response: Attached)
   Feb 20th, 2023 3:02pm: Responded to Mrs. ******* email stating we were offering a solution at a discounted rate.(Gmail Conversation: Attached)

   ***Feb 21, 2023 12:07pm:Email received from ***************** stating she understood there will be more cost but she thinks she should be given freon without markup, and labor should be negotiable. Stated the estimate send was considerably higher than she deemed necessary. (Gmail Conversation: Attached)***

  Feb 21st,2023 1:58pm: Email received from BBB that complaint had be filed against Residential Air, LLC by *********************** on Feb 20th, 2023 (BBB Complaint Email:Attached)
  Feb 22nd, 2023 3:18pm: ****************************** email explaining again there was no labor warranty on the compressor. Explained again if she had allowed us to come out as agreed we would have observed any problems via pressure reading and been able to immediately shut her system down and not damage the compressor. Also stated since there was a formal complaint lodged against Residential Air, LLC through the BBB, we see no way to move forward on this issue currently as it is now being handled though the BBB. (Gmail Conversation: Attached)
  
  I am attaching all the emails and the text messages mentioned in my above response to this complaint. I am requesting that the BBB investigate this unfounded complaint. I feel a client unhappy with pricing does not justify attempting to damage my A+ business rating with the BBB in an attempt get work done at a lower price. Thank you! *******************,Owner.  

  

  Business response

  03/13/2023

  Residential Air believes the Larsens are not being completely forthright in their complaint with the BBB as they have entirely omitted the written agreement they broke, which resulted in their additional repairs being required.We imagine this is why the Larsens did not upload their invoice from Residential Air as part of the complaint they lodged against us, so we are attaching this invoice. (Invoice# ****-2: Attached)
  

  The Larsens are asking that Residential Air pay for their original compressor issue (that we did not create) and well as pay for the additional repairs they incurred. Residential Air has no obligation to pay for either and the Larsens attempting to hold us culpable for their willful decision to disregard the written agreement is ludicrous.

  
  The Larsens have attached a picture of a capacitor they now claim Residential Air miswired. It is exceedingly clear from this photo said capacitor is several years old and was not recently replaced, which is why no charge for a capacitor is listed anywhere on the Larsens invoice from Residential Air. We did not charge for it because we did not replace it, citing we also did not wire it, so this fabricated claim makes zero sense.
  

  The Larsens have attached an invoice from a secondary company stating this company correctly fixed their unit. The secondary company was able to do a proper startup and testing on the day they were there due to ambient temperatures being warm enough to allow for it. This is unlike the 20-degree day Residential Air had on Dec 19th, 2022, when the REQUIRED 60 degree or above ambient temperatures were not present. Residential Air explained this to the Larsens and the Larsens agreed that before attempted to run their unit in cooling mode, they would allow Residential Air to return when the required ambient temperatures were present, allowing for a proper startup and testing. Residential Air maintains we took the time to write this on the Larsens invoice demonstrating beyond any doubt how important this was and this coincides with the fact that we did explain this importance in detail to the Larsens. Had Residential Air been given this opportunity to return as agreed,we are confident we would have caught and corrected any issues (such as a miswired capacitor) during start up and testing, just as the secondary company did. As unfortunate as it is that the Larsens disregarded the written agreement and ran their unit in cooling mode without first allowing us to return, we are in no way responsible for their willful actions. We were sympathetic to their situation and did offer them a 25% discount on additional repairs, but our discounted offer was met with threats of legal action if Residential Air did not perform these repairs for little to nothing and giving them refrigerant at cost. 

  Customer response

  03/15/2023

   
  Complaint: 19436034
  
  I am rejecting this response because:

  Residential Air seems to be trying to cover the mistake they made. We never received our invoice upon completion of the compressor installation in December. He says that he told us not to turn the unit on prior to his checking it since the weather was too cold. It was cold that December day, but neither of us recall the urgency of not turning the unit on as he says he made verbally clear. He now claims that he made it clear in the invoice but if you take a look at the date of the invoice, it was only given to us in February upon my request, where he mentions not turning it on until he inspects it. That note is very small.
  If needed, our second HVAC repair man can share his findings more clearly. He said the work that Residential did on the motor ( the initial repair) caused the first and second compressor to go out. This is why we are asking for the reparations from Residential to make this right. 
  We have never had a need to file any complaint with the BBB before and we hope this will be the only time. If we come to an agreement on this complaint with compensation being made to correct the wrongdoing, we will remove it from the BBB listing on behalf of Residential Air so their rating, which seems to be very important to them, will be restored.

  Thank you.
  
  Sincerely,
  
  ***********************

  

  Business response

  03/15/2023

  Once again, Residential Air believes the Larsens are not being forthcoming with their complaint. The Larsens now state they never received an invoice from Residential Air on Dec 19th, 2022, and that one was not sent until Feb 2023. Our online system timestamps and dates everything we do on an invoice including when payments are received and when a receipt of payment and invoice is emailed to the client. We can view this information in the invoice audit/activity log. This is an internal log and timestamps can not be changed or edited. Residential Air is attaching a copy of the audit/activity log for the Larsens invoice showing proof that the Larsens were emailed their invoice on Dec 19th 2022 at 4:11pm, upon receipt of payment. (Audio Report/Activity Log Attached)

  In regard to the conversation had between Residential Air and Mr and ****************, that **************** not states " neither of us recall the urgency of not turning the unit "--- Residential Air maintains we had two technicians on site Dec 19, 2022. Both recall this verbal conversation happening. **************** was informed we needed to return to do a proper startup before running unit in cooling mode while he was standing at the unit outside, while watching us work. ***************** was informed we needed to return to do a proper startup before running unit in cooling mode while she was in her living room as we were gathering tools, and Mr. and ***************** were told again, together, while standing in their kitchen as this was being typed on their invoice that we emailed to them upon receipt of payment before leaving their home. This conversation was so important that we made sure to make a note of this on their invoice and ended this note with an explanation point  Agreed to return in spring before attempting to run in cooling mode!

   In regard to ***************** circled date on the invoice and stating the invoice date shows as Feb 8, 2023 (not the original date of Dec 19th, 2022), this is true. It does show as Feb 8, 2023 due to ***************** requesting her invoice again on Feb 8, 2023. When we email an invoice (aka invoicing), the invoice date will override to the date the invoice was last emailed/invoiced, but the service date does not change. In this case, the invoice date changed from Dec 19, 2022, to Feb 8, 2023 due to a email request we received from Mrs. ******* on Feb 8, 2023 1:27pm asking for her invoice again (Email Attached). We accommodated her receive and resend the invoicehence the new invoiced date. Note that the invoice the Larsens uploaded from their secondary HVAC company also shows two separate days, so it appears their system does the same thing, dating the invoiced date to the last day it was invoiced/emailed to the client, but the service date does not change. This is highly common in the business world.

  We don't expect our customers to understand every mechanical detail, but since another contractor friend was brought in and has opinions, we should expand. First repair was to replace an ECM blower motor that had failed. This type of motor does not use a capacitor (the one we are accused of miswiring).We had no need to test or rewire the other compressor/OFM capacitor. Also, the compressor failed mechanically not electrically. This was observed by the loud noises it made. This symptom would have been in keeping with a failed ECM motor allowing liquid to enter the compression valves. This condition aka liquid lock can have a delayed or immediate effect. We wouldn't have known because we did not run it in cooling mode. This explains why the first compressor went out. The second compressor I'm not sure because I was not allowed to complete my startup as we agreed. Again, had any issues been found at that time our policy would be to cover the repair. Judging by the weather from those two weeks, it is my opinion that the new compressor was ran for at least a week or more prior to failure. I needed to go over everything once more including other possible reasons for the initial compressor failure. This was the urgency I relayed to the ********: I literally told them "running your unit in cooling mode could damage your new compressor before proper startup is performed. Based on their involvement in the process so far, I figured they'd have no issue with this. They were very concerned about money etc. I told them the return trip was free, just call me, but they chose not to.
  
  Lastly,we rarely have to install compressors in general. When we do its usually due to reduced airflow (such as a bad ECM motor blower motor, not capacitors). We replace run capacitors almost daily that are literally blown up, shorted, all kinds of problems. Its hard for me to believe a high quality and nearly bullet-proof ******** compressor could be broken that fast from a miswired or bad capacitor.
  
  Residential Air strives to make every customer happy and our ******************** rating is very important to us. This is an unfortunate thing that happened, but this could have all been avoided if everyone had been honest with each other and had done what they agreed to do. 

*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. ↩