ComplaintsforCox Heating & Air Conditioning, Inc.

• Initial Complaint

  04/20/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Date - 4/19/2022 I called Cox Heating and Air to correct why my AC was not cooling. Cox installed the unit Jan/2020. The tech found insulation had entered into the air handler and was blocking air flow. He vacuumed the inside of the A-coil and tested pressure on the system. The total time was 2 hours, he charged me what he called a flat rate of $332 dollars. I asked him what he did to prevent this from happening again and he told me he was too big to inspect the duct lines and I would have to get someone smaller in the attic. I said then you didn't really fix the problem and are charging me, he left. I called and talked to the service manger the next day and he told me they charge by a book flat rate 1st and that they cannot test ducts, the tech did not even try to visually look for an issue with the ducts claiming he could get to any of them, even though the main duct is 4' from where he was standing on the opposite side. I understand the tech was 6' and in his late 60's, I even asked him when he was going to retire because he looked too old for this type of work. My complaint is the company sent a tech that was not able to perform the work required but yet charged me $332 for a temporary fix, very temporary.... I had only run the AC 2 days since the insulation was added to the attic. The service manger suggested I call my utility company so they could hire a A/C contractor cable of doing the work!

  

  Business response

  05/19/2022

  Business Response /* (1000, 5, 2022/04/21) */ Cox appreciates you bringing this to our attention and giving us the opportunity to correct the problem. First let's address the new insulation installation. The system ran perfectly while in use from January 2020 until April 19, 2022. You had insulation installed in your attic by another company, which appears they compromised your existing duct work. Cox was called for a "no cool" problem and the tech was dispatched to your residence to diagnosis the issue. The tech found your evaporator coil was impacted with brand new "pink" insulation "see attached pic". He then proceeded to vacuum the insulation out but also cleaned the coil in place with coil cleaning products. Unfortunately, the service tech was not able to fully address the problem due the structural constraints in your attic. It was also noted on your signed service invoice that there "needs to be smaller person to fit in attic". The service that was paid for which included our diagnostic and trip free is within industry standards. However, Cox dose have an installation department where we do provide installation of new systems, duct systems and duct repairs etc. Cox would like the opportunity to send the installation team to address the broken duct work at no cost to you. Consumer Response /* (3000, 7, 2022/04/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) Cox should have stopped the job when they discovered what the problem was an advised me wait until a crew that could fix the problem was available, I also heard from Pat that the pan was not over flowing and wasn't dripping over the top, he was right because I took my shop into the attic and sucked the pan dry the night before and shut the system down. The kill switch to shut the unit off was deep in the water and failed to work. I cleaned out the water because dripping down into one of my bathrooms and was trying to minimize the damage. Another point I would like to make, if were to turn the AC on in condition they left it in the insulation would filled inside the air handler and I am supposed to pay them again to come out and clean it. There was and is a way to protect the coil from insulation getting into the unit by putting a filter between the return duct and the air handler. The manufactures build this feature into the air handlers... my guess is they don't use the here in Florida attics because no one would change them but I would have been an easy temporary fix in this situation.. Techs in all fields need to think, not just do the easiest thing and get out! Consumer Response /* (3000, 9, 2022/04/28) */ I want to thank the BBB for following up with my complaint, I had Duke Energy come to the house and pressure tested the ducts, they found a couple of duct collars not tight. One on a supply line and one on a return line, the same return box was not tight to the ceiling. Their inspector fixed the couple of problems and everything looks good now. I appreciate the offer from Cox but will not need anything further. I wish they had been more receptive to resolving this problem without going outside to make a complaint in the 1st place.

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