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Complaint Details
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Initial Complaint
09/13/2023
- Complaint Type:
- Product Issues
- Status:
- Resolved
Efficient air told me the reason why my air handler wasnt running was because my air handler needed to be cleaned and they charged me $350 for the service. Eight service calls later they cant figure out what the problem is and now tell me I need a new air handler and arent willing to give me a refund on the $350 cleaning which was a waste of money if it had to be replaced all together. if I was going to spend money on replacing the air handler spending 350 to clean the old one was a complete waste of money. I asked for a refund of the $350 and they declined to make it right.
Business response
09/21/2023
The technician found the evap completely dirty and clogged 100% do to lack of maintenance. In order to diagnose the issue the tech had to pull the evap coil out and clean it. In order for that process to be done the tech spent over 3 hours pumping the unit down and un soldering the unit and re soldering it. Disconnecting the drain lines and putting them back on, flushing them with nitrogen etc. Customer had signed for the repair and was aware how fillty the unit was and it needed to be done before diagnosing. Unfortunately his home warranty didn't cover lack of maintenance but covered additional repairs. Now customer wants money back for all the worked performed knowing other issues could be presentCustomer response
09/21/2023
That is completely not true, but evaporator coil was never removed, like you were saying. It was sprayed with a cleaning spray and vacuumed nothing like what you are describing ever occurred. And the reason why the air handler was submitted for replacement was also because the drain pan is dripping, and the parts are no longer available that is something that you were able to see from day one. Instead of having me waste $350 to clean something that had to be replaced I could have used that money to save up for a new air handler. If you can give me the refund for that needless cleaning, I would greatly appreciate it.Initial Complaint
11/16/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On 11/10/2022, my wife and I noticed our heater was not properly heating the house. We shut it off, and called our home warranty company which referred us to Efficient Air. They scheduled us for service on Monday, 11/14/2022. We, including our 3 year old son, went without heat all weekend and waited for the technician to show up Monday only for technician to reschedule and come back Tuesday. On Tuesday, technician determined the heating coils were bad and the coolant was empty. We had no prior knowledge of this, and told the technician the same. Technician said he would submit his report and we'd receive a phone call for repairs. Next phone call I receive is from my home warranty company stating we knew about the damage for months and had been attempting to use the heat since we moved in over two months ago. At that time, the outside temperature was over 80 degrees every day and night. We never even thought about turning on the heat until 11/9 & 11/10. Efficient Air and their technician blatantly lied on their report to our home warranty company, causing a denial for any repairs or replacement. This has cost me approximately $9,000. Efficient Air has offered no resolution.Business response
11/29/2022
We received a work order from the customers home warranty company. During the initial service call our tech found a leak and we submitted for a leak search on *****. On ***** we performed the leak search and found it in the evap coil. We submitted the diagnosis to their home warranty. Their home warranty made their decision based ob their coverage. We dont determine coverage we submit repairs needed and based on that they determine the autho. We found a leak in evap coil and sent pictures. We would love to help but our hands are tied with out authorization. they make their decision based on age and condition with models numbers install dates etc. we dont determine coverage. As we dont get paid if we dont do the work
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Get a QuoteCustomer Complaints Summary
3 total complaints in the last 3 years.
2 complaints closed in the last 12 months.