ComplaintsforSummit Heating and Air Conditioning, Inc

• Initial Complaint

  05/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This May, my upstairs ** was not blowing cold air. Called Summit Heating and A/C and they were scheduled to come and check. I had mentioned to tech. *********************** them that I recently had landscaping done and not sure if this could be the caused ** not to work. After the inspection tech. **** told me its an instillation issue and that the fix would be covered under warranty. I called the office and let them know what the Tech had stated and again confirmed with the front office that this would be covered under warranty, to which they responded YES. Tech. **** was assigned to us again. He came in and was at my house for about 25ish minutes and stated, there is no leak. Tech. **** came back again and began his search. The entire time Tech. **** was trying to find the issue he did not once tell us that he found a leak or that it would not be covered under warranty. I was under the impression the that the fix was covered under warranty and went about my day. He was there for a total of 3 hours and when he was done, he told me to get my husband and that there was a leak and that it was not covered under warranty and that the cost was $1940.96. We were shocked, he said that my landscapers hit the ** which caused the leak and this was not summit's fault. Tech. **** was not upfront with the cost and only told us after the fact the job was completed. We didn't know what to do as the cost came as a surprise, we did not want to argue and paid the $1940.96. He told us he would send us a detailed invoice and I did not get the invoice until I called a week later for it. Looking at the invoice we were charged $1104.00 for **** to find the leak. We were not given the option to see if we wanted to move forward. The entire time we were under the impression that this was covered under warranty. I called the office and spoke to a manager who offered a $200.00 reimbursement, But feel that this isn't enough and not acceptable. We want the $1140.00 reimbursed. best

  

  Business response

  06/03/2024

  We apologize for any inconvenience or frustration experienced. We take customer feedback seriously and strive to address any concerns promptly and effectively.  We understand the frustration with the leak. However, upon the first trip the customer was informed a leak search would need completed.  If the leak is due to the installation that was done in 2021 over 3 years ago we would cover it.  However, upon doing the leak search it was found that the leak was due to the landscaping company dropping river rocks on the refrigerant lines.  Therefore the leak search and repair would not be covered under the warranty. The customer agreed and paid at the time of service and didn't contact the office/management for over a week and at that time the customer agreed to a $200 refund.  The refund was promptly mailed.  The cost really should be taken up with the landscape company that did the damage to the refrigerant lines.  It was offered to the customer that we would assist in anyway with the landscapers as well.

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