ComplaintsforCox Air Conditioning, Inc.

• Initial Complaint

  12/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  this issue started in 2014. we purchased an ** unit from this company with an extra feature of $1800.00 for a 10 warranty that they suggested. we did a credit application through ***** fargo bank for $4800. okay in 2021 the ** went out so we called *** Air to come fix ac, the secretary proceeds to state that she did not have us in her system. well we had the paperwork sent from them. well we paid for nothing. they made an extra $1800.00 that we paid the bank interest on. so we called another company called ONE HOUR AIR, the tech ran our model number and saidthat we did pay for a warranty, but it was never filed by *** Air. so we ended up having to pay about $1000.00 to fix the **, that *** Air should of fixed. in oct 2022 i believe we had to unfortunately call *** Air to come out, they fixed it cost almost $300, but service tech had to come out again and said it was on *** and would dismiss that bill. no we had to pay iy. then about 5 more times they had to come out again, something that was their fault, the last time cost us $700.00. we were charged with having first tech not having right parts so standing around on his phone, then two techs to fix ac then for them to stand around waiting for it until 5 pm. so over 30 minutes first tech to chat on phone, then two to stand around for over 45 minutes for clock to count down. we spoke to owner and he gave us a big discount of $*****. but must have failed to tell his accountant. so i want my $1100.00 remainder from my warranty back that i paid. its not fair for a company to take from their consumers who keep them in business and for *** air to stop sending me bills for late fees that i am not paying. i have explained this repeatedly to her. its harassment. i paid $659.00 and that what owner said with hid whopping ***** discount.

  Business response

  12/30/2023

  Here is our time line and invoices for the specific customer - 8/1/2012 - customer bought unit from ** and it was installed. Total amount of the bill is $2996.00. See invoice in attached files. This unit was never registered by us and should have been so that there would have been 10 year parts warranty on this unit. If the customer stated that she called in ********************************************************* our system. It is because I changed our software in January 2017 and we did not have any record of calls to her home since that date. Customer should have then said that we installed her unit many years prior. We have been in business in this town since ****. We have to keep up with technology. Things change. Just so the customer is aware, warranty is only done on systems that have been maintained on a yearly basis. See warranty certificate and highlighted sections. Our first actual call to this residence was in May 2022. See invoice dated 5/20/2022. Changed out a condenser fan motor. Since the customer paid the invoice never knew there was an issue about warranty or our service. Was called back around June 1st about unit not working properly. Went back to install new capacitor. See invoice dated 6/1/2022. Only charged for the part, labor was warrantied, since we were just there. Was called back there around 8/15/2022. Stating same issue with condenser fan motor but found no issue with it. It was running. Cleaned very dirty coils on this package unit as it was clogged with dirt and debris. Still invoice got paid and never knew there was an issue from customer. We were out 2 more times at no charge. ****** copies attached. Went out a final time in October 2022, customer had stated that he replaced t-stat wire to unit and it was not working properly. upon arrival we found multiple parts blown (contactor and transformer) due to wrong size t-stat wire. Customer installed 18/3 t-stat wire and unit requires 18/5 t-stat wire due to being a package unit. Our techs replaced t-stat wire and both contactor and transformer and unit was working at the time they left. see Invoice ****. Months went by without no payment. Had my parts manager call to find out what the issue was and then we find out all this non sense about warranty and ***************** stated she was not paying the bill or finance charges. My parts manager never gave her the $50.00 discount she stated. I am the owner and she never spoke with me. Had she picked up the phone when she got the last bill and had an adult conversation with me we could have worked all this out. I have no idea if her husband told her that he was the cause of the last bill. the warranty on this unit ran out on 8/1/2022 in my eyes. I would have honored the 10 year parts warranty had she picked the phone and talked with me. Instead she ignored our bill and them made up her own payment plan that she still owes money on as of today 12/30/2023. Finances charges and Invoice charges of $209.89. It is amazing that someone can assume a lot of things without proof. I will not be doing business with this customer any longer and will not be refunding any money. I have not been harassing this customer by sending finance charges and statements every month. She should probably look at the way she handled this and do better next time.

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