ComplaintsforHoward Air

• Initial Complaint

  03/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Howard Air has been servicing our heating and air conditioning since we bought our home in 2015. On May 1, 2023 Howard Air installed a high pressure switch on one of our units at a cost of $560 as it was not cooling properly. We returned to ********* for the summer on May 4 2023. When we returned for the winter season and turned on our air conditioner in late February it began to cycle on and off every 15 seconds and making very loud noises when turning on and off and was not cooling properly. Howard Air was called and a technician came out and analyzed our system and indicated that it needed a new thermal expansion valve in the attic and was quoted $3,307.95 to make necessary repairs.I then called ********* on the recommendation of a neighbor to get a second opinion on the needed repairs. The ********* technicians checked out the entire system and discovered that the system was low on refrigerant due to a leak on the high pressure switch that was installled by Howard Air in May 2023. In addition, they added a few pounds of refrigerant and the system worked properly. They indicated that the thermal expansion valve Was working properly and all the system needed was to fix the leaking high pressure switch install and add refrigerant to get the system working properly. They found oil and residue around the high pressure switch that was installed by Howerd Air and indicated that the repair was done very poorly and was not a recommended way to repair the high pressure switch. ********* also indicated that the there was extended stress put on the compressor, fan motor and capacitor due to the short cycling that had been occurring since the high pressure switch was installed on May 1, 2023. My neighbor indicated that the unit had been rapid cycling on and off all summer. We now find ourselves in a situation where our air conditioning unit is basically worn out after only twelve years due to short cycling all summer and needs to be replaced at a cost of $14,000. After the visit from ********* I Howard Air and asked to speak to a supervisor in the service department. I explained our situation to the supervisor and he looked up the history, prior bills and the quote to fix the unit. I told him that the original repair was faulty and leaked refrigerant and that the quote for $3,307 for a thermal expansion valve was unnecessary and that the reason the unit was not cooling was due to the leak caused by their faulty repair in May 2023.I asked him if they stood by their work and what they would do to remedy the situation. What I received was a lot of double talk that the repair was done and the unit was working at the time of the repair etc. etc. I told him that we are now having to replace the entire unit and I would like a refund of the $560 for the May 2023 repair which was done improperly and the $98 I was charged for the service call on 2/26/2024 for the faulty diagnoses on the thermal expansion valve. I told him strike one was the poor work done in May 2023 which trashed our air conditioner and strike two was the faulty repair recommendation by their recent technician. I told him I had lost faith in Howard Air to service our heating and air and would be using another company to do the repairs. He refused to refund my money and ended the call. We are totally disappointed in our experience with Howard Air and feel they owe us a refund for the last two repair calls in addition to compensation for the damage done to our air conditioner which caused premature failure of the unit.

  

  Business response

  03/04/2024

  I hope this response finds you well. I wanted to address the concerns you raised regarding our recent repair on your air conditioning unit. I understand your frustration and appreciate you taking the time to share your feedback with us. Our goal at Howard Air is to provide excellent service to all our clients and we are sorry to hear that you are experiencing issues with your air conditioning unit.
  
  In your dispute, you mentioned that your air conditioning unit is in need of replacement after only twelve years due to short cycling all summer. You also mentioned that ******** added a few pounds of refrigerant and indicated that the thermal expansion valve was working properly, ultimately resolving the issue.
  
  At Howard Air, we stand behind our limited part and labor warranty with every repair we make. However, we were not given the opportunity to see or fix the system based on Proskill diagnostics and resulting repair. Therefore, we cannot be held liable for any further actions related to the repair or system.
  
  I want to assure you that we would have reviewed the situation again had you contacted us with their findings. Customer satisfaction is our top priority, and we strive to provide the best service possible.
  
  To find an amicable solution, we would like to offer you a total refund of $658, consisting of $560 for the original repair and $98 for the corresponding diagnostic call. We hope this gesture demonstrates our commitment to providing excellent service and resolving any issues you may have experienced.
  
  Please let us know if this resolution meets your expectations, or if you have any further concerns. We value your feedback and look forward to the opportunity to serve you better in the future.

• Initial Complaint

  05/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Date of Transaction: 02/12/2021 Amount: $15,874 Business Provided: 2 new **** units installed Resolution attempted: Yes, by me, last month. Brushed off.Dispute: Around January 2023, I noticed water marks on our kitchen ceiling, immediately below where one of the **** units is on our lower roof. The roof is clearly leaking from the area around the **** unit. Either it is a poor installation job or simply not enough foam was used around the unit and in the footprint of the old **** unit.I contacted Howard Air last month. They sent out a technician who essentially brushed me off, and stated that the issue was with the roofing company. Not true, just look at the pictures.I would like Howard Air to pay for a roofing company to foam the area around the **** unit, estimate attached. I would also like Howard Air to repair the inside ceiling in the kitchen.

  

  Business response

  06/26/2023

  We are in the process of working through this complaint now. We have an appointment scheduled for 6/30/23 to meet on-site and ***** the damages. Once we have determined the cause/source of the leak, and if it's a result of the work performed by Howard Air, we will correct the issue and resulting damages.

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