Complaints

• Initial Complaint

  02/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In November 2020 we had work done by Edd Helms on one of the original AC units we had purchased from them. This included installing new refrigerant lines from handler to condenser, a new Trane 2.5 ton system 16 Seer, and additional installation work. The warranty stated one year labor and 10-year all parts. We paid $4,800.54. In December 2022 the condenser unit iced up and leaked water. This happened several times and we called Edd Helms who sent a tech. The tech came on Jan 6, 2023, said that the refrigerant level was low due to leak, and did not search for the leak. When we inquired about warranty, he called the office and notified us this was not covered by the warranty. At this point we decided not to employ the services of this company anymore.We believe we were sold a defective unit, which was not properly tested for leaks. We expected that this company will honor their warranty. They did not, despite us being this company's customer for more than 20 years, for all our AC needs.

  

  Business response

  02/15/2023

  **************** account of what happened is partially correct. 
  
  The new unit was installed December 10, 2020.  There was one maintenance performed on May 4, 2021. During the maintenance visit the refrigerant pressures were checked and they were within guidelines. ************** reached out to us on January 4, 2023 and his service call was scheduled for January 6, 2023. The unit had been operational for 2 years without issue.  Which means it was installed properly.
  
  On January 6, 2023 the technician went out and found the unit low on refrigerant.  He recommended a leak check to find where the refrigerant was escaping from the sealed system.  The technician said that we could install refrigerant as a temporary fix until a full leak check could be scheduled and performed.  ************** is not obligated to get temporary refrigerant installed, that was just a suggestion so he could still have cooling until we reschedule the leak check (which can sometimes take half a day or more).  The temporary refrigerant is a consumable part and not covered under warranty (similar to your cars warranty).  ************** declined the service and said he was just going to call someone else.
  
  ************** sent an email to our office after the technician left his home letting us know that he was upset.  Our service manager tried to reach out to ************** twice but ************** did not answer the phone calls or call back. 
  
  At this point, the 1 year labor warranty has expired.  There is a 10 year manufacturer warranty on parts. We were and still are willing to perform the leak check and the repair.  We cannot determine where the leak is coming from; it could be a manufacturer defect with the unit or an installation issue.We wont know until a leak check is performed.
  
  Thank You,
  ***********************
  Contract Administrator
  
  Attachments:  Installation Work Order, Edd Helms Warranty,Trane (Manufacturer) Warranty, Maintenance Work Order, Trouble Call Work Order.

  Customer response

  02/15/2023

   
  Complaint: 19387952
  
  I am rejecting this response because:

  The leak check the company suggests in order to determine if this is a manufacturer defect is costly, and I went through the same process with my previous unit where multiple refrigerant fill *** were done and eventually a leak check that cost $625. Since this is the second time I am experiencing this issue with this company I have lost trust in them. The unit is clearly stopped functioning properly much before a reasonable time. A technician (different company) already determined there is a leak and a decent resolution of the problem would of been that Edd Helms confirms this and replaces the defective components under warranty.
  
  Sincerely,
  
  *************************

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