ComplaintsforSanborn's Air Conditioning & Heating

• Initial Complaint

  09/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  ********************** ( 91) years old and my mother *************************** (89) years old purchased their **** system from ******* **************************** and it's under warranty. They are enrolled in ********************************************* routine maintenance program that they pay annually. ********* Service repair team performed service on the **** unit on June 7, 2024. On Saturday night, July 6th I was called and told that water was coming through the light fixture in the bedroom in the back of the house. On Sunday, July 8th, I went by the house, went on the roof and notice the **** unit on the Roof leaking inside and no water was coming out of the condensation hose. Please note **** unit is directly below the bedroom with the water coming out of the light fixture. On Monday, June 8th I notified ******* **************************** and they understood the urgency and immediately sent their technicians to address issue and was told that it was covered under warranty. Then, two days later, the homeowners heard unusual loud noise and found out that the ceiling in the back bedroom collapsed with the wet insulation, drywall and debris falling on the carpet floor and furniture in the bedroom. At the time ********* was & still is on oxygen and had been hospitalized months earlier with a respiratory illness and could not afford to get further ill with a damp home. Several calls and emails were made to ******* Plumbing to assist with the clean up and repair and finally the owner stated that they were not responsible. The homeowners filed a claim with their homeowners carrier -State Farm who stated that the **** leak had been continuously and possibly before and after the technicians performed the maintenance the month before. I have reached out to the owner ************************* several times to see reinbursement for the out-of pocket expenses on behalf of the homeowners and he is not budging. The Homeowners are elderly, on a fixed budget as most of their expenses go to healthcare.

  

  Business response

  09/03/2024

  June 7 we were on site for a no cool call which we found 5 registers closed which restricts air flow which can cause icing and when that ice melts it causes all kind of issues. Maintenance on that unit was not scheduled to be done yet, it was a no cool call because they were having trouble operating the thermostat which I believe in total was three different times we went out to help including writing down instructions for them to follow because they had trouble with the thermostat on several occasions.
  
  The July call we went out for on a Sunday I believe was the drain line plugged up which caused water to back up into the unit and then spill over the pan which led to the water coming down onto the ceiling. My technician cut the line outside of the unit and flushed it clear several times to verify that it was clear trying to prevent any more damage or leakage.
  This cutting of the line in NO way caused the leak,it is the only way to verify that the line is clear which would prevent it from reoccurring.
  
  After speaking with you I had him go back and do a very thorough inspection/maintenance to again verify the machine was functioning properly which it was. At no charge.
  We have had more water leaks this year than probably the last 4 combined, more heat, more condensation and everyone has higher electric bills.
  
  You thinking this is somehow related to a warranty issue absurd, dust, insulation from inside a unit plug drains all of the time,we try very hard to prevent these sort of failures but they do happen. We have guys that we work with to fix these kinds of issues that are half the cost of what you are suggesting and had you asked we could have had them out to repair it for you at a lesser expense.
  
  
  I am truly sorry this happened to you but asking us to cover the cost is like me asking you to pay for the motor in my van that blew up on the way to your home. The 10 year warranty on this machine is a parts only warranty through the manufacture which we honor when applicable.It was installed in 2017. My technician actually should have charged for the service call and I am not sure why he did not charge for it. 
  
  He is asking me to refund something that I did not charge for and/or cover the cost of a repair that had nothing to do with our service. I believe we have been more than fair in this matter.
  
  Thank you,
  *************************

• Initial Complaint

  09/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In July 2021 I bought an Trane XV20i Variable speed AC and heat pump system for $25,000. On August 28th 2023 the system failed and AC was not working anymore. The dealer (Sanborn's Air Conditioning & Heating in Redlands) that installed the system did the diagnostic and found that 2 parts need replacement: ************* for EEV and EEV board. Sanborn's Air Conditioning & Heating in Redlands told me that the 2 parts are not available (stepper motor takes one week and board takes 1 month). I reached out directly to Trane Supply and have been told that the parts are available in a local Trane supply store.Please get the parts from Trane Supply and fix the A/C as soon as possible.

  

  Business response

  09/08/2023

  **************** is correct, we tried to go through our distributor for the Trane product which is under warranty. I have been a Trane dealer for probably 10 years and found out today that we can use a different source for warranty parts. The parts for his machine have been ordered and we have shared that information with ****************. As soon as the parts arrive it will be repaired.

  Customer response

  09/08/2023

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

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