Complaints

This profile includes complaints for Snyder Air Conditioning, Plumbing & Electric's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Snyder Air Conditioning, Plumbing & Electric

  3401 Southside Blvd Jacksonville, FL 32246

  
• 

  Snyder Air Conditioning, Plumbing & Electric

  Po Box 16826 Jacksonville, FL 32245

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:08/27/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Installed new A/C system and now one side of my home is not cooling well. Was working fine before the install of this new system.

  Customer Answer

  Date: 08/27/2024

  I agreed with ****** air conditioning to purchase a replacement system for my home. They removed the old units and installed 1 larger single unit with the required ductwork. After completing the installation we noticed that half of the home was not cooling as good as the other half. I called to let them know of my situation and they sent out 2 different **********s on 8/26/24. The second ********** went up into the attic and told me the ducting was incorrect. He also told me it would cost $1200.00 to repair. 

  

  Business Response

  Date: 09/24/2024

  Hi ********,

  I spoke to Mr. ********* at ******************************************************************************************** on 9/23.

  Mr. ********* stated he is very satisfied with the repairs. He said he tried go back to the link to say Snyder has taken care of all issues. I let him know I would reach out to you to help him close out the complaint.  Mr. ********* was a pleasure to work with.

  Thank you ******

  Customer Answer

  Date: 09/30/2024

  Everything written by ****** is 100% correct they not only repair any issue with my system they ensured all my needs were met.  I thank them and their entire team. 
  

• Initial Complaint

  Date:08/14/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hired for A/C issues. Problem came up again!! *** issue. Parts warrntied, cost $1300. for refrigerent. (supposedly). Same a year later, now!!! A/c @ 83, set at 76. NO service til friday!! IF, I pay $99.00. Been thru many thermostats, (not always with snyder). Snyder a/c lasts 2 months!!!! With a maintenace program. Paid thousands, get a/c for 2 months!!

  Customer Answer

  Date: 09/10/2024

    I tried e=mailing BBB previously. No contact from You.  Update!!!  Snyder heating and Air and Myself have come to an agreement. Part of the agreement is to cxl/ close out My complaint. Please do so, and contact Snyder heating and Air. Thank You.

   

  Customer Answer

  Date: 09/10/2024

    I tried e=mailing BBB previously. No contact from You.  Update!!!  Snyder heating and Air and Myself have come to an agreement. Part of the agreement is to cxl/ close out My complaint. Please do so, and contact Snyder heating and Air. Thank You.

   

• Initial Complaint

  Date:08/13/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Last summer I was in search of a new ** unit because my family was getting extremely sick with allergies and sinus infections. I reached out to several companies including ****** after speaking to the sales representative who came to my residence. I vocied my concerns about how hot and humid my house was. He stated that I needed new air ducts, and a newer Air Handler/Unit. He did a complete inspection of the vents, air system in the garage and the compressor. I decided to go with this company after seeing great reviews. The system was installed last year and it is still hot and humid in my home with the new system. My ceiling caved in after the blown installation was placed and it collapsed. I contacted the company but they never did fix it. The ** unit cost me $14,700 and I just found out that my old system was a 5 ton but ****** related it with a 4 ton not clearly explaining to me that I would be in a worse predicament because of the square units of my home. I have never done this before my father who recently passed away dealt with this kind of stuff so I heavily relied on the experts at ****** to be heartbroken, and in debt, and my issues are worsening. I did sign the contract because again I did not know that I was getting an ** unit that wasn't conducive for my home. With numerous complaints and phone calls to resolve my issue, nobody is concerned. I had to purchase a window unit to just get some comfort in one area of my home. Please help me!

  Customer Answer

  Date: 08/27/2024

  ****** came out on Thursday to replace the 4ton with the 5ton.

• Initial Complaint

  Date:06/13/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  February 2, 2024. Snyder Air, Plumbing and Electric presented a a/c system replacement package which included an Installation Date Guarantee that if missed, customer would receive a $500 refund. Installation was scheduled for Feb 5, 2024 but the system did not get installed until Feb 7, 2024. Inquiring with the Snyder salesman, I was assured that the refund would be processed and reduce the installation cost processed by Snyder through ***** ***** Bank. Continued emails, calls directly to Snyder continue to be ignored. I am only requesting the refund for the missed installation date as promised by Snyder.

  

  Business Response

  Date: 06/13/2024

  I have reached out to *** ************ and it does appear that we could not get his equipment in time for the promise date. We are processing this refund now.

  Customer Answer

  Date: 06/13/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

  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. I received the refund documentation from Snyder.

  Regards,

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

   

• Initial Complaint

  Date:05/30/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Less than a year ago we bought a new AC system from ***********, soon after the install they became Air America now they are Snyder Air. Since the install we have had multiple call outs for poor workmanship, missing parts and technician errors. Almost a year later and we are still waiting for our permit inspection. The employees at this companies have lied to us repeatedly both verbally and in writing. there is no management or owner willing to take responsibility for the poor service provided by their employees.

  

  Business Response

  Date: 05/31/2024

  Thank you for bringing this matter to our attention. We sincerely apologize for the multiple issues you have experienced with your AC system installation and the subsequent service calls. We understand how frustrating it must be to deal with poor workmanship, missing parts, and technician errors, especially given the transitions between Phoenix Air, Air America, and now Snyder Air.
  We take your concerns very seriously and are committed to resolving them promptly. Our team will conduct a thorough review of your case and ensure that all necessary steps are taken to complete your permit inspection as soon as possible. Additionally, we will address the service deficiencies you have encountered to prevent any future occurrences.
  We are dedicated to improving our communication and accountability and regret that you have not received the level of service you deserve. Please allow us the opportunity to make things right. A representative from our management team will reach out to you directly to discuss your concerns and provide a resolution plan.
  Thank you for your patience and for allowing us the chance to rectify this situation.

  Customer Answer

  Date: 05/31/2024

  [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: 21780054

  I am rejecting this response because:

  Company has not contacted us to resolve outstanding issues. I have had no contact with any management representing this company despite their claims of wanting to resolve the issues.

  Regards,

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

  

  Business Response

  Date: 07/17/2024

  We are writing in response to the complaint filed by Mr. and *************** regarding their concern that our company has not responded to their inquiries and has not closed out the permit related to their project.
  Upon reviewing our records, we have confirmed that we have responded to Mr. and ***************' concerns and have taken the necessary actions to close out the permit. Specifically, we communicated with Mr. and *************** on June 4, 2024, via phone call to address their inquiries and provide updates on the status of the permit. Additionally, we successfully closed out the permit on June 3, 2024,
  We take customer satisfaction very seriously and strive to ensure all our clients receive timely and effective communication. If there was any miscommunication or if our responses did not reach Mr. and ***************, we sincerely apologize for any inconvenience this may have caused. We have taken steps to ensure that our communications are clear and promptly delivered.
  We would like to offer Mr. and *************** a summary of our communications and a copy of the permit closure confirmation for their records. Please let us know if there are any additional steps we can take to resolve this matter to the satisfaction of both Mr. and *************** and the Better Business Bureau.
  Thank you for bringing this matter to our attention. We value our relationship with the BBB and appreciate your assistance in facilitating this resolution.

• Initial Complaint

  Date:05/16/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  5/16/24 Business quoted me for a repair including between 8 to 10 pounds of refrigerant at $165 per pound, they stated they only used 6.88 pounds, they are refusing to provide an itemized invoice or to send me anything in writing to justify the cost they are charging me. If they used less refrigerant than they quoted, why do they want me to pay the full amount?

  Customer Answer

  Date: 05/17/2024

  Good afternoon,
  
  I believe that after I filed this complaint, the company was motivated and decided to work with me and this issue has been resolved.
  
  Thank you,
  
  ***************************

• Initial Complaint

  Date:03/19/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  "Snyder Air Conditioner replaced *y air conditioning syste* on *********** which cost $*******. This price included two units (indoor and outdoor), labor, *aterials, 10 years warranty on parts, 1 years warranty on labor, 10 years warranty on the co*pressor, a T-STAT, and a 1-year warranty on the ther*ostat. The esti*ate I received clearly stated that the only exclusion was the existing ductwork. On ***** ***h of this year, the te*perature in Jacksonville rose, and I turned the ther*ostat fro* heat to cool at around 6 p*. However, the te*perature in the house re*ained at 81 degrees until 10 p*, and the indoor unit did not stop running. Upon checking the vents, I realized that barely any air was co*ing out. I then went outside to inspect the co*pressor and found it turned off. I was upset to find that the electrical disconnect box and cables were the sa*e as the previous syste*, indicating that used parts were installed. I called the co*pany to co*plain, and a technician arrived on *onday, ***** **** at 4 p*. Initially, he suggested that the syste* *ight not be working due to a refrigerant leak caused by a nail falling into the syste* during roof replace*ent. However, I explained that the roofing co*pany had covered the co*pressor to avoid any issues. The technician then revealed that the leak was actually fro* a copper pipe fro* the previous syste*, which was not replaced. I questioned why it wasn't replaced, given the initial price included all labor and *aterials. The technician stated that it was not included in the new syste* and that I would need to pay an additional $***** to $***** for the labor and parts. I a* outraged that the air conditioning syste* failed to work even for a day, especially since we were in winter and hadn't needed to use it until then. How could Snyder Air Conditioner replace the syste* and not have it function properly on the first day?"

  

  Business Response

  Date: 03/22/2024

  I spoke with **** and have co*e to a resolution. This was a *isunderstanding, and we are willing to take care of it for her to *ake sure she is happy.

  Thanks,

  ***** ***

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

  Snyder AC, Plu*bing and Electric

• Initial Complaint

  Date:01/12/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contacted ********** in July who referred me to a subcontractor ************************************** AC to install a new AC unit. This is a story from H***. They lied about pulling permit before they installed, they lied about not having to get condo approval first, they lied about not even applying for permit until 2 months after install, they failed application several times, they filed fraudulent documents and fraudulently notarized documents with my signature, they did not send a licensed HVAC contractor, they refuse to give me the name of the licensed contractor, they failed inspection, they caused water damage and mold to my home. They refuse for 6 months to communicate with me and respond to any of my questions or correspondence. They are the worst! Do NOT ever use them!

  Customer Answer

  Date: 01/12/2024

  Additionally, the day they 2 reps from the air conditioning came out, they were very unprofessional, belligerent and hostile and violent towards me. I could not understand what he was saying as he did not speak good English. He shook his finger in my face many times and used profanity until finally I asked him to leave and watched it continue the entire time they walked to their trucks. He took a few steps back to act as though he was going to come after me physically for what reason unsure. They were upset the inspector was late and that they failed the inspection. All beyond my control. Do not ever use this company. They make no attempts or show any good faith effort to resolve these issues or answer for their misdeeds. Had they worked within the laws of the ****************, we would not have these issues today. Now I face health, environmental and structural damages with mold growing in my home. I am a senior citizen and do not appreciate this in the least. I have contacted a lawyer to resolve these issues.

  

  Business Response

  Date: 01/12/2024

  Thank you for providing additional details about your experience, and we genuinely appreciate your openness in sharing your concerns.We take all feedback seriously and are committed to resolving this matter in a fair and satisfactory manner.
  
  I would like to highlight that **************, who has been with our company for 20 years, has a commendable track record of professionalism and service excellence. Throughout these two decades, we have received no complaints about their conduct or work. The recent incident is an isolated and highly unusual occurrence, and we are treating it with the utmost urgency and importance.
  
  In light of your refusal to allow our team access to your home, we understand the gravity of the situation and are fully committed to finding a resolution remotely or through alternative means. We want to assure you that our team is here to address your concerns and work towards a resolution even without direct access to your property.
  
  Please let us know if there are specific documents or information you would like to share with us to aid in the resolution process.We are ready and willing to cooperate fully to address your concerns and rectify the issues at hand.
  
  Once again, we apologize for any distress this situation has caused you, and we remain dedicated to resolving this matter to your satisfaction.
  

  Customer Answer

  Date: 01/17/2024

  [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: 21133806

  I am rejecting this response because:

   

  First of all, any company and employees who lie constantly to both the homeowner and the city municipalities both to their face and in writing and fraudulently notarizes documents and fails to respond when asked questions and sends numerous emails and is constantly ignored, is not only acting in bad faith but has proven to have no respect for the law and their legal and ethical obligations. Your so called "supervisor" and his "helper" was beyond unprofessional and certainly could have warranted me calling the police after the way they conducted themselves on my property. If you lie about so many other things, I do not expect you to acknowledge this is the first time you have heard anything negative about them in the past. Further, my email to your company advising you of same, again, fell on deaf ears and got no response. So maybe the misconduct starts at the top and simply works its way down to its employees. The District Manager of ********** also contacted you about this and you fail to respond until now. So did the ************* tell you should contact me to straighten this out, and you failed. I would never allow your so-called supervisor or helper in my home after the way they conducted and threatened me outside my home. Are you utterly crazy! The resolution process will take place and you will hear about it in a court of law. Does that suffice? NO ONE SHOULD EVER DO BUSINESS WITH YOUR COMPANY! Your notary in your office that fraudulently notarizes documents of your customers and your company is being fully investigated by the State and you can answer to them as well. 

  Regards,

  ***** Snyder

  

  Business Response

  Date: 02/01/2024

  I appreciate you bringing these concerns to our attention.We take allegations of dishonesty, unprofessionalism, and non-responsiveness very seriously. Rest assured, we will thoroughly investigate the issues raised and take appropriate action. Customer satisfaction and adherence to ethical standards are paramount to us.
  We value our customers and we want to ensure a great experience with all company representatives, and I am working with the representatives brought into question.
  Please be aware that we are committed to cooperating with any investigation and resolving any issues. We hold ourselves and our staff members accountable to high integrity,  industry standards & legal compliance, and any deviation from those standards will be thoroughly examined and rectified.
  Thank you again for reaching out on this matter, and we look forward to resolving it and restoring your confidence in our company.

  Customer Answer

  Date: 02/04/2024

  [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: 21133806

  I am rejecting this response because: As previously requested,please provide me with any and all documents, contracts, and records relating to our business transaction and all documents I signed, including the ********** contract.
  
  Also, what is the status of getting me the signed application for condo approval along with all the supporting documents they require? The City has advised you that a reinspection cannot be scheduled until such time you accomplish same. Why are you not complying?
  
  Please advise.
  

  Regards,

  ***** Snyder

  

  Business Response

  Date: 02/06/2024

  We are currently working closely with our team to gather all the documents, contracts, and records related to our business transaction, including the ********** contract. Please rest assured that we are making every effort to fulfill your request promptly. Thank you for your patience and understanding.

  As we work with the association, we should know more in the coming days

   

   

   

   

   

  Customer Answer

  Date: 02/06/2024

  [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: 21133806

  I am rejecting this response because: I was told by the District Manager of ********** that you all needed to get a recommendation from your legal department to simply provide me with copies of documents I signed, and which should have been provided to me going back to July 2023. That should not be happening and should not require legal advice. Moreover, I have not received any confirmation or the signed condo application with the required supporting documentation so that condo association can review and hopefully provide condo approval. This all should have been done by you all last July. Instead, you liked to us and everyone. You continued to lie and deceive me, the city and the condo association. This is merely a stall tactic and a side show.

  Regards,

  ***** Snyder

  Customer Answer

  Date: 02/25/2024

  I am still rejecting your response including your 2/6/2024 response as I still have not received copies of all documents, contracts, business transaction reports, and ********** contract. 

  Also, I have not received condo approval in order to get this building permit closed out.

  WHY?
  

  

  Business Response

  Date: 03/14/2024

  Thank you for bringing your concerns to our attention. We understand the gravity of the situation and want to ensure it's handled properly. At this stage, all communication regarding this matter will be managed by our legal team. They will thoroughly investigate the issues raised and provide appropriate responses. We appreciate your patience and cooperation as we work towards resolving this matter.
  
  
  

  Customer Answer

  Date: 03/15/2024

  [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: 21133806

  I am rejecting this response because: As if things could not get bad enough, you sent two people up on my roof this morning without my permission. They are not licensed contractors and did not have permission to be on my roof to do anything. When I asked them what they were doing on my roof, they ignored, me. So I told them to get off my roof and they refused. I contacted the local law enforcement and they came out and they are writing up a case against you for violating laws.

  I also told you not to ever allow those people on my roof due to violence and threats back in January and you sent them out again with no knowledge and permission.

  You will hear further.

   

   

  Regards,

  ***** Snyder

• Initial Complaint

  Date:05/18/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In September we had Snyder Electric out to do some work. We were extremely pleased with the work and paid them. All of a sudden on May 10, they called and claimed that they didn’t get paid. I told them that I know we did that I would like to investigate what happened but kept accusing us of not paying and had to pay immediately. I used a debit and said that I would call back with proof. I was able to get a copy of the credit card that was used to show payment and told them 3 times to send the money back to my debit, which is tied to my bank so I could use the money to pay my bills. I waited and waited and waited, only come to find out that they credited it back to my charge. I now have paid the few bills that I can, and have all kinds of bank fees, because no one listened and were so sloppy they lost our payment. I received feeble apologies, but that doesn’t pay my bills. They do good work but there are many other companies out there that I am sure won’t do this to you. Thank you

  

  Business Response

  Date: 06/05/2023

  Hi,
  
  On 1/31/23 we replaced the *** and charged the customer’s card in the amount of $200.00.  That payment was not linked to an invoice, so the payment was put as an on-account credit.  I do not know why the payment was not linked to the invoice.  It could be in how the job was closed out, but that is only speculation on my part.  Since our system recognized invoice #******** as unpaid, it was routed for a follow-up call to collect.  The person that reached out to the customer did not catch that there was an offsetting credit available, and with the customer’s permission, charged her credit card a second time.  
  
  Once it was confirmed that we had double charged the customer, we did issue a refund to the credit card that had made the original payment.  It was not relayed to the accounting department that the customer had requested the refund be returned via different method.  The refund processed on 5/10/23.  After the refund had processed, accounting was made aware of the request to refund back to debit card.  At that time, it was too late to make a change.
  
  Respectfully,
  
  ***** *********
  

  
  

• Initial Complaint

  Date:03/28/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Around late January 2023, normal scheduled maintenance to my A/C was performed. Two weeks later the cold weather set in that required me to activate the emergency heating on the A/C. Called them back, and they said the Heater board was con communicating with the lower boards and that board was faulty. They ordered a control board and it took about 3 weeks. They came back with "new board", then they found out 2 other boards were required. While they were waiting on the Boards to arrive, a technician called and said they would like to try something on the existing boards. That was not successful so they will have to wait for the boards to come in. I got another call from the Technician to try again, This time saw them in the backyard with cylinders hooked up to the outside unit, Pink and Gray cylinders. The prognosis was that I had an evaporator leak. I became very suspicious since this was a 7.5 year old *****, that was installed mid 2015. That same day he quoted me a price of $650 to have it fixed. I said it was not possible to have a leak on a unit that was only 7.5 years old. Called ***** support and they informed me that the evaporator is made of aluminum instead of copper, so it is highly unusual for it to leak. The technician specifically told me that it was leaking in the evaporator inside the garage around the fin and it could not be repaired - I have to get a new one, $650. Now I replaced this unit to avoid issues like this during my retirement years. Here it is 7.5 years later I am faced with a major repair. With some consternation, I called another A/C company to check this unit out. The past 2 days the temperature hit 80+ degrees, 3/24 -3/27 and the unit would not cool the house down. They found the unit low on Freon, and the line to the condenser freezing up. I called Snyder and schedule another service call and request that they schedule a call with their management. I will wait and see what Snyder does about this issue.

  

  Business Response

  Date: 03/30/2023

  Mr. *******, 

  Thank you for writing in and providing the details of your visits from our organization. I have reviewed your records and show that we first visited your home on 1/11/2023 during that visit we diagnosed an issue with the wire harness and fault codes for all boards on the unit. We made a repair to the harness and the codes cleared on the board. At that point we contacted *****, and they informed us that we need to replace the *** board. We ordered the part and returned on 1/23/23 for the *** board replacement, after further diagnostics and conversations with the ***** help desk, they informed us that we need to replace the *** board and that we may need to replace the *** board potentially. We informed you at that time we would need to order the parts to complete the repair. We returned to on 2/21/2023 and replaced the *** board. During that visit we checked the system refrigerant pressures and notice the compressor was making noise. The pressures were low, and we completed a leak search and located the leak in the evaporator coil. We completed a temporary repair to get the system operational while we were waiting for the parts to come in to complete the full repair. We at that time found the evaporator coil, *** board and both coil sensors needed to be replaced. The *** board had been on back order since the visit in January. We were in constant contact with our ***** representative and updated you on parts regularly. We finally received the parts for the repair on 3/14/2023 and we attempted to contact you to schedule the full repair. On 3/22/2023 we made contact with you and stated that you did not want to complete the repair. At that point we cancelled your repair appointment and returned to the parts to our vendor. During this time, you contacted another AC company and informed us that the company told you we misdiagnosed the leak in the coil. The other company found that the unit was low on refrigerant and the line to the condenser was freezing up. This would be due to the leak in the coil that we correctly diagnosed. You have also accused our technician of removing refrigerant from your system, this is not something our company would do, and you would have had other issues with the system sooner if that was the case. At this point based on your canceling the appointment and the accusations you have made we do not believe we are the company for you. At this point we have not charged you for any visits or any parts and materials used to get your system temporarily running. At this time, we no longer wish to service your heating and air needs and would suggest you contact the other company you used to check the system or another heating and air company to complete the repairs. 

  Sincerely, 

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

  VP of Air Conditioning 

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

  Customer Answer

  Date: 04/05/2023

  [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: ********

  I am rejecting this response because:

  Again, the unit is NOT showing any signs of leaking in either the evaporator coil or condenser coil. The unit is running within manufacture specifications. As of today, we have not hit any 90+ degrees day yet. I will get another company to perform my A/C maintenance contract from here on.

  Thanks and regards,

  **** *******

  

  Business Response

  Date: 04/25/2023

  I appreciate your response, but we stand by our technician's diagnosis and the factory rep that confirmed the diagnosis. We wish you the best of luck in finding a new AC company to care for your system. 

  Customer Answer

  Date: 04/26/2023

  [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: ********

  I am rejecting this response because:

  Regards,

  **** *******