ComplaintsforDavis Comfort

• Initial Complaint

  02/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This was installed as a new build. The split units were installed before we moved in on May 2, 2022. In February 2023 the units quit working. The representative that came out his name was **** couldn't fix the problem. Robert ***** was called, and they determined the unit was faulty and needed to be replaced. The units quit working again and we were told it needed freon, but **** didn't have time to put it in or check to find the leak. We continued leaving messages and finally just dealt with it. I bought a heater at Walmart for my husband because he can't handle the cold. When the temperature went below 17 degrees, he couldn't take it anymore and called the number on their website speaking to Robert *****. He remembered the unit and said that unit is still under warranty I will be there tomorrow morning. He never showed up when my husband finally got in touch with him, he said he was busy and didn't have time to come out. To this day he will not return our calls or emails. I had my daughter call which she left a message, and she was called back the next day to set up an appointment. Since the unit was replaced in February, I am guessing he is trying to ignore us so the warranty will run out and he won't have to fix it. This unit no other company has ever heard of and can't fix it. I would like a national brand to be installed in place of this unit as I know that if there is a problem, I can have another company fix it if need be. I expect this to be Robert *****'s expense I believe he knows this unit he installed is worthless. The replacement amount is what I was quoted to replace the unit and the two heads.

  Business response

  03/27/2024

  Equipment was installed as part of new construction. Equipment passed leak check and worked correctly on startup and checkout. Levi responded to a service complaint and after a very lengthy discussion with the manufacturers tech support, decided on a compressor solenoid switching issue as the likely cause. Manufacturer replaced the entire unit at no cost and we installed the new unit. A surge protector was added and system checked out fine. A leaking flare connection was found on a separate service and was redone for free, not ignored as stated. The last time I had spoken to the husband I was injured. I explained that to him and said I would try to get back out, but made no promises and he should call someone else. He said he had someone else look at it and they didn't know much about ductless units. A heat pump without back up heat struggles in the extreme cold. I recommended they get a space heater to offset defrost settings as well. The area the unit is in is on a very steep hill and access is rough on a good day. The unit is a Midea unit. It is a national brand sold through Carrier, Home Depot, and for many brands. The manufacturers warranty can be used by any qualified company and I explained that to the husband as well. He had tried, but without luck. 

  Business response

  04/05/2024

  Once again, Midea makes ductless units for united technologies. They are the parent company for Carrier, ICP, and many other brands. The unit was operating correctly at start up and is outside of the labor warranty of 1 year. Manufacturer parts warranty is 5 years. Location of equipment is set by the builder and has absolutely no bearing on equipment performance, only accessibility which I could not provide at that time. 

  Customer response

  04/07/2024

  
  Complaint: ********
  
  I am rejecting this response because: If I understand correctly, you intentionally did not fix or replace this non-working unit which you knew was about to run out of warranty in 2/2024. You actually said that to my husband that the unit is still under warranty and then would absolutely ignore our calls. I know your company was available because you returned my daughters call to set an appointment for her.

  I thank you Better Business Bureau for attempting to resolve this, but obviously he is not going to do the right thing. No need for him to respond again with these ridiculous answers. I own a business too and would never ever treat a customer this way.
  
  Sincerely,
  
  Tami *****

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