Complaints

• Initial Complaint

  07/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Called about unit not cooling, came out added freon checked for leak $242, 3 months later same thing, this time adding 6 lbs of freon another $401

  Business response

  09/03/2024

  I apologize for the delayed response for some reason the final notice was the first notice I received on this matter.

  We sincerely try to help all of our customers to the best of our abilities and truly wish for them all to be satisfied with our service.

  The customer's statement of the problem: called about a unit not cooling, came out added Freon checked for leak $242, 3 months later same thing , this time adding 6lbs of Freon another $401.

  As *** ***** stated he called on 2/7/24 saying his condenser coil was frozen. The service technician found the unit low on refrigerant and a leak at the service port. The technician put a new brass cap with o-ring port, no other leak was found at that time. The unit was low on refrigerant when we got there and 3 lbs of refrigerant was added for unit to properly operate. It is common to find leaks at service ports that are completely resolved by replacing the caps with a new cap that has a new seal.

  On 5/27 *** ***** called saying his unit was frozen up. Service technician found unit low of refrigerant adjusted charge and checked system operation. On 05/30/24 Four service technicians went to *** ******* and looked for leaks with 3 different leak detectors at the condenser unit outside, at the air handler inside the house and at the copper tubing inside the walls all trying to find out where the system had lost the refrigerant. They did not find any leaks to repair. There were some valves that had plastic caps that we replaced with new brass caps just as a precaution.

  *** ***** stated in his customer problem that we checked for the leak the first time and said the same for the second time. We looked for a refrigerant leak both times that we went and provided service. The last time there were 4 men looking for refrigerant leaks on his system, normally we charge $80.00 an hour per technician for labor. We only charged for the initial service call and refrigerant used, there was not any charge for the time (labor) that was spent by these 4 technicians looking for the leak in his old system. They looked for the refrigerant leak and did not find it, we used all of the refrigerant that the customer was charged for to make his unit operate correctly. There were 4 men on the clock looking for a leak in his system that we did not charge for. 

  We do want for all of our customers to be satisfied with the service they are provided and that is the intent of the technician when they go to a customer's home.

   

  Customer response

  09/03/2024

   [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: ********

  I am rejecting this response because: the leak should have been detected on the 1st visit, it was not, to charge someone over and over for the same reason is not acceptable, especially when the tech said he would return, draw a vacuum on the system and locate the leak.  I mentioned this to the owner and it wasn't done.

    It does however ever appear not to be leaking down which leaves me to wonder what the 1st tech did to cause such a large loss of freon?

    To say we didn't charge you to not fix a problem, isn't a solution. 

  Regards,

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

  Business response

  10/01/2024

   We do our best to keep our customers comfortable and happy, whether that be keeping them warm or cool.

  We did find a refrigerant leak on the first trip at the service port and put a new brass cap on it. 

  *** ***** called back 3 months later, we went back and his system had lost 6 lbs of refrigerant. We did go look for leaks again and replaced all the caps on the all of the valves that were plastic with new brass caps. No other leaks could be found by the 3 technicians that were at his home using leak detectors.

  *** ***** says that his system has not lost any more refrigerant since then, so it seems that we did find the source of the leak / leaks. *** ***** has an old system, we did nothing to cause a loss of any freon, and that implication is not called for. We would like for all of our customers to be satisfied with our service, but over 50 years of serving the public we have learned that is not always possible.

   

  Customer response

  10/02/2024

  [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: ********

  I am rejecting this response because: I never accused Lee of causing the leaks, they have been servicing this unit from the time we bought the house.  What I said is the leaks were not repaired on the 1st visit, I was not only charged for the follow up visit but, also all the freon lost between visits. 

  I'm not sure how they cannot take responsibility for not fixing the problem the 1st time.? Much less charging me for the follow up visit and additional Lost freon. 

  I truly like the business owner, but I don't agree that I should have to pay for job that didn't correct the problem. 

  Regards,

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

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