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ComplaintsforSouthwest Heating & Cooling, Inc.
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Complaint Details
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Initial Complaint
09/25/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I contracted this company in May ************************************************************************************************* $15,143. Part of the benefits of this expense included an automated condensate overflow shutoff switch. This is valuable because it prevents condensate water from damaging the air handler if the condensate line gets clocked. Soon after installation and payment the switch falsely triggered a system shutoff. That means no AC while you try to clear the condensate line. The problem is the line was never blockedthe system was installed wrong causing it to falsely trigger. They came out twice and both times they bent the mechanism so it could not fill with condensate water. That stops false system triggering but also prevents it from triggering when its supposed tomeaning it wont work. Also meaning, should my condensate line ever clock, it will overflow and cause damage to my air handler. See the attached picture showing the angle their technician accomplished. I also called the company twice and both times they promised to respond and both times they did not. No call, no action, no nothing. I believe they installed the system off level or off plumb and the effective repair would be reinstalling which would be a big job they dont want to do. Thats just a guess but whatever the reason the current fix is inadequate and ineffective, not a repair, causes risk to my investment, and most importantlyI believe theyre aware of all this.Business response
10/12/2023
We have contacted ************************ and this matter has been resolved. We were at **************************** residence 10.4.23 and installed the part necessary to take care of this issue. We are sending a technician out as a courtesy as soon as possible to ensure the part is working properly. We sincerely appreciate your business and apologize for any inconvenience or delay in this matter.Customer response
10/17/2023
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. They did send the same technician who installed the part earlier. He didn't do anything other than look at system and say it looks good. That was zero value for me giving up my afternoon and moving everything so he could get at the system. Still they say its fixed so I'll trust their word. I do wish they would not have wasted my weekday afternoon for the same technician to approve his previous work.
Sincerely,
*******************************
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Customer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.