ComplaintsforMcGowan's Heating & Air Conditioning

• Initial Complaint

  08/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company performed a repair on my air conditioning unit in April 2023. Problem arose again a few months later and was investigated by another company that confirmed they fixed the wrong part. I contacted the company for another evaluation and to resolve the problem but they quoted me another evaluation fee and not owning their mistake of an unnecessary repair.

  Business response

  09/19/2023

  McGowans went out on a no cool call on 4/6/2023. After performing diagnostics, it was found the system to be low on refrigerant. The service technician performed a leak search and found that the evaporator coil was leaking. Technician quoted the price for coil replacement with a parts warranty. On 4/12/2023 McGowans went back out to customers house free of charge to add refrigerant so the house would cool due to the part having to come in from out of town. McGowans received the parts on 4/13/2023 from the manufacturer and installed the coil and TXV on 4/14/2023.

   

  We are not sure how a company can conclude that the wrong part was replaced. Afterall a leak search was performed, which resulted in the finding of a leaking coil. So, the original problem of a leaking coil was fixed, and another issue *** have come along. We quoted the service call for being normal but if the diagnostic has anything to do with the previous service call, we waive any diagnostic fee.

   

  McGowans will be more than happy to provide any additional information needed regarding service done at ****************

   

   

  Thank you,

  ***********************

  Customer response

  09/19/2023

  The leak continued after the repair. Only reason it stayed cool for a little while after the repair was due to the additional refrigerant the company added. Once that leaked out again, the same issue occurred. When I called for assistance and inquired on any possible warranty for the part or repair, I was told I would still be responsible for any diagnostics and any additional repairs. I expected better service and willingness to help and accommodate from a company that accrued over a thousand dollars from a customer.

  Customer response

  09/19/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: 20406460

  I am rejecting this response because:The leak continued after the repair. Only reason it stayed cool for a little while after the repair was due to the additional refrigerant the company added. Once that leaked out again, the same issue occurred. When I called for assistance and inquired on any possible warranty for the part or repair, I was told I would still be responsible for any diagnostics and any additional repairs. I expected better service and willingness to help and accommodate from a company that accrued over a thousand dollars from a customer.

  Regards,

  *******************************

  Customer response

  09/19/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: 20406460

  I am rejecting this response because:The leak continued after the repair. Only reason it stayed cool for a little while after the repair was due to the additional refrigerant the company added. Once that leaked out again, the same issue occurred. When I called for assistance and inquired on any possible warranty for the part or repair, I was told I would still be responsible for any diagnostics and any additional repairs. I expected better service and willingness to help and accommodate from a company that accrued over a thousand dollars from a customer.

  Regards,

  *******************************

• Initial Complaint

  10/26/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Approximately 4 months ago, a tech came to my home in response to a call we made regarding the disfunction of my AC unit (which is approximately 3 years old and covered under my warranty.) The tech came to my home, flashed a light under my home and said the issue was due to "a hole in the duct work". He stated to have it repaired and that the AC unit would be functional. (I was sleeping, I work nights but my mother was here and was with the tech as he "assessed" the issue). Per my mother, he was here just a few minutes and did not even touch the AC unit. I had the duct work repaired (which took a little over a week or two and I purchased 2 window units to make the heat tolerable) and attempted to use my AC unit. It was very hot, and I wondered if the unit froze due to overwork (trying to cool my home from 98F to 68F) so I turned it back off and decided to try again in a few days. The system still wouldn't work after that time. MULTIPLE calls have been made. Yet there is "no record of a complaint" according to the conversation we had with staff today. All I wanted was my AC unit repaired. I never asked for my money back until today as I do not feel it's fair to be charged $80+ for someone to shine a flashlight under my home and not touch my AC unit even once. The staff is rude and completely unhelpful and negligent. Refusing to be even somewhat understanding of our frustration and situation. DO NOT USE THEM!

  Business response

  10/27/2021

  I am responding to the complaint filed against my company by ******* ********, residing at **** ******** ******* ** *, ******** **.

   

  Our technician was dispatched out to the ******** residence for a no cooling complaint on 8/3/2021 at 9:37am and arrived on site to respond to the call at 11:24am where he began his diagnostic. In this process of elimination he discovered that the exposed ducting under the manufactured home was compromised and pulling in outside air along with dirt and debris. The technician informed the person on site (to my discovery this was the mother) what the issue was offered recommended suggestions for repair and offered the quote for work to be completed. No authorization was given at the time of service so the technician departed at exactly 12:31pm.

   

  We have record of this customer calling in 1 time requesting to move forward with the repairs on 9/23/2021, where a new customer service rep from our company sent an email to our tech to reach out to this homeowner in regards to the estimate. Our technician may have failed to contact this home owner or maybe not, this is still a mystery, however now over a month later they are calling in again where I spoke personally to both the husband and wife and they both told me over a recorded line that they fixed the ducting which was only a part of the problem and now want their $79 diagnostic fee refunded because the duct repair they made did not correct the problem. The diagnostic was to have the evaporator coil cleaned due to the dirt and debris that was pulled in from the torn ducting. I attempted to explain to them that this is not covered by any manufacture warranty this issue is an environmental issue and with the coils being clogged that there may be more wrong with the system. As an AC professional we must eliminate the issues as they come up, there are many cases where our diagnostic must stand still due to a major issue that has to be resolved first before we can proceed to further diagnose.

   

  In closing, we made the attempt to offer to re-diagnose the issue and I was about to offer discounts on the repair options, but unfortunately both the husband and wife became belligerent and told me that we should be fixing this for free or refunding their money, where I still fail to see what ********* did wrong here other than MAYBE a lack of communication.

   

  Obviously we have GPS on all of our vehicles and our phones are recorded for quality assurance, we also have state of the art software system where all of our work orders are generated and dispatched out to our service technicians. If you need more information regarding this claim I will be happy to share any documentation you might need to help you come to a decision.

   

  Thank you and Best regards,

   

  **** *********

  Director of Operations

  Northeast Florida Office: ***** ********

  Central Florida Office: ***** ********

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