Complaints

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• Initial Complaint

  Date:09/09/2024

  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.

  On September 4th ebens air conditioning sent technician ****** ****** to my home to check why my ** was not cooling, his evaluation to me was that the unit needed about 3 pounds of Freon and also that the capacitor was reading a little low, he indicated that it would work with the Freon added and that the capacitor should just be replaced soon. I said to just do the Freon to get it to work. While they were charging more than double what other ** companies charge for ***** I was happy to pay it if it meant my ** would work, my ** seemed to lower a bit for a couple of hours and then stopped working completely again. My landlord called the company and they sent the same technician back the next day (September 5th) the second day his evaluation was different and he was now claiming that the unit needed a new coil which according to him would be $5,100. That is not even close to the price of a coil, in fact you can put an entire new unit inside and out for that price so I declined to have them fix it and called another company. The issue is that any professional ********** would have checked if there was a leak in a coil before adding Freon and charging for it, they should not have put Freon in a unit with a broken coil, additionally the technician should have checked and noticed that the coil was broken the first time they came out. The ** was never fixed by them, there isnt even any proof that they actually put that amount of Freon in the unit or any at all for that matter. My Landlord has tried to contact the company and the manager/owner will not take her calls or try to resolve the matter. They should refund the charge in full for failing to correctly diagnose the problem with the unit and charging $500 to put Freon (if they even put it in) in a broken unit.

  

  Business Response

  Date: 09/20/2024

  Hi,

  We have been playing phone tag, left another message today to follow up on this visit.

  Here is what my technician found on the first visit (Invoice Summary attached);

  I found the system low on refrigerant. I also found the capacitor very weak. It was reading 34mfd out of 45mfd. The tenant only wanted to put refrigerant in. I added 3lbs of 410a refrigerant for temporary cooling. There is no warranty or guarantee on refrigerant added today.  I checked amp draws and refrigerant pressures. The system is temporarily cooling at this time. The customer declined additional suggested repairs at this time.

  Tenant was told be tech about leak on coil and the risk of just adding refrigerant. Tenant attempted to call landlord multiple times with tech to find no answer. Father was then reached and told about findings. Tenant acknowledged a waiver (attached)  regarding just adding refrigerant when there is a known lead and what the risks are. Waiver was signed and tech was told to just add refrigerant for now.

  If you would like to discuss this further, we would like to talk to you. You can reach us at ************.

  ******

  Customer Answer

  Date: 09/23/2024

   
  Complaint: 22260184
  
  I am rejecting this response because:  this company tried to contact me ONCE on Friday 9/20, and left ONE voicemail yet states in response to BBB that they have played phone tag with me and have tried to contact me several times.  THIS IS A LIE!  Furthermore the tech NEVER STATED THERE WAS A BROKEN COIL ON THE FIRST VISIT!  The tech only discovered the broken coil on the second visit when they were called back for the unit still not working.  The tech gave me 2 options: to add refrigerant to the system or to add refrigerant and replace the capacitor which he stated was reading low but was not the reason that the unit was not working.  I chose for him to just add the freon since the capacitor was not even the issue.  The tech should have seen that there was a broken coil THE FIRST TIME he inspected the unit and informed me of this instead of taking money to put freon in a unit with a broken coil THAT HE NEVER INFORMED ME OF BECAUSE HE DIDN'T EVEN NOTICE IT WAS BROKEN UNTIL THE SECOND VISIT!  The only resolution that I will accept from this shady company is a full refund otherwise I will not hesitate to escalate this further.
  
  Sincerely,
  
  ****** ********

  

  Business Response

  Date: 09/23/2024

  We are more than happy to issue a full refund, however we are disappointed we cant receive a callback to discuss this matter. 

  You should see refund in 7-10 business days.

  Best,