ComplaintsforEdwards Heating & Air, LLC

• Initial Complaint

  06/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 1/29/2024, a technician from Edwards Heating & Air performed a routine maintenance check on our unit, which had been working well. The tech reported everything was fine. However, the next morning, the unit was louder and less efficient. The same technician returned, replaced the thermostat but did not stay to check if it fixed the issue. He referred us to the user manual instead of showing us how to use it. New thermostat $182 Two hours later, the house had not warmed. I called Edwards again, and after explaining the situation, a different tech was scheduled for the afternoon. He found a major restriction in the heat pump and suggested two costly options: try to clear the restriction for $1617 or replace the system for $8351. We chose the first option, which failed, so we had to replace the system. Edwards deducted the initial $1617 from the total cost.The installation on 2/1/2024 faced delays when the new control board malfunctioned. Edwards assured us they would fix it the next morning. On 2/2/2024, the technician replaced the board, but the unit still didnt work. Another manager said the new outside unit needed replacing, promising installation by 2/5/2024. However, the service manager had mentioned immediate installation. Eventually, another unit was installed that evening. The ordeal cost us three days of lost wages, emergency heat expenses, and $6377 for the new heat pump.Due to distrust, we discontinue the maintenance plan with Edwards and switched to a new company. On 5/3/2024, the new company corrected a drain line issue Edwards had improperly installed, costing $370.50. Another issue on 5/23/2024 revealed an improperly installed evaporator coil by Edwards, costing another days wages and $2061.95 to fix.In conclusion, while we can't prove Edwards Heating & Air damaged our system initially, their service was neglectful, dismissive, and incompetent. We seek fair reimbursement for the financial losses incurred.

  

  Business response

  06/24/2024

  Our Service Manager reached out to the customer and the complaint has been resolved.

  Customer response

  06/29/2024

   
  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.
  
  Sincerely,
  
  *************************

• Initial Complaint

  10/19/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased an HVAC for my home in May 2021. I began reporting issues with noise and the thermostat to Edwards shortly thereafter. They were very accommodating and sent techs out to address the issue each time I called. Ultimately, I was told that the noises I'd heard were consistent with the operation of the unit. When I worked with the sales rep to select a unit, I was advised that the Carrier unit that was installed would be an upgrade over the Lennox unit that had been in my home for the previous 13 years. At no point had this been my experience. I did my best to adjust to the increased noise and decreased comfort. The noise level varies based on when the unit is cooling or heating. In January 2022, I contacted Edwards and explained my frustrations. They sent a tech out to make adjustments to the unit and to place a damper on the condenser to minimize the noise. We both hoped that this would address the issue. It did not. I reached back out to Edwards in June/July 2022 and explained that the noise level remained a problem for me. The Service Manager advised that the Satisfaction Guarantee for the unit that would allow me to remove it at no charge and obtain a refund had expired in May, but that he'd reach out to the distributor to determine if anything could be done, as their company had not had anyone take advantage of the Guarantee. The distributor explained that there was nothing they could do after 12 months. When I purchased the unit, a 2-year maintenance agreement was included. I only learned in June/July 2022 that this agreement had nothing to do with the Satisfaction Guarantee. When I spoke with the Service Manager in January 2022, the 12-month window was never explained, nor did in inquire. The proposals that I received via e-mail that detailed the cost of the unit and other warranty information included nothing about a 12-month Satisfaction Guarantee.I am now left with an HVAC that performs worse than my previous unit.

  

  Business response

  10/21/2022

  Edwards Heating & Air replaced the original builder grade Lennox 13 SEER Heat Pump and Air Handler on May 12, 2021, with a Carrier 14 SEER Comfort Series Heat Pump and Air handler. The original ductwork and zoning controls (zone board and dampers) were not replaced.  Although we had been to the home for zoning issues previously, the first time we have on record about a noise complaint was November 22, 2021, at said time the system was operating in heat pump mode.  Heat pumps do make more noise due to going into defrost mode.  We checked the system, and it was operating correctly. On January 28, 2022, we went out for a noise complaint and the service manager discussed options to reduce the sound of the compressor running.  On February 14,2022, we put a compressor blanket and noise damper in the unit that comes in higher-end units to reduce the sound to satisfy ***********  At that time, ********** asked if this was not satisfactory to him what other options did, he have, at which point we discussed the 100% satisfaction guarantee that the manufacturer, Carrier,offers.  We explained to him how the process works, that we will come remove the equipment and give him a full refund and return the equipment to the distributer. ********** did not choose to do that. Five months later in July we received a call from ********** asking about the buyback, since the guarantee is only good for 1 year, we told him we would reach out to the distributer and see if we could help him. Unfortunately, they said there was nothing they could do, that Carriers rules are firm they give you one year to honor the guarantee.  ********* contacted Carrier directly and didnt get any leeway from them either.  We have been to the home multiple times to make sure the unit is working to design specs and have put the noise damper and compressor blanket on the unit at no charge to ********** to try to meet his expectations. We take our customers satisfaction very seriously and feel like we put our best foot forward in trying to inform ********** of his options and taking the steps needed to meet his expectations and based on his complaint he feels we have been very accommodating also. Unfortunately, we cannot force Carrier to extend their allotted time frame for ***********
  

  Customer response

  10/24/2022

  Edwards visited my home multiple times within the first 6-8 weeks after install and I mentioned to the techs the sound of the unit.  Each tech indicated that unit was functioning properly.  Edwards likely does not have a record of these inquiries, because it was never the primary reason for my call, but these conversations were had with Edwards.  I accepted them at their word and did my best to move on.  When i reached out in November, it was because the noise was progressively louder due to the heat pump.  In November and/or January, the techs noticed the vibration in one of the lines coming from the outdoor unit into the home.  In addition to the heat pump, this vibration running through the home is also causing the noise.  This was never addressed. 

  In January 2021, as mentioned previously, the 12-month window to take advantage of the satisfaction guarantee was not brought to my attention.  This is my core issue in this complaint.  It is not with Carrier.  It is with Edwards.  During my discussions with Edwards around January 2021, they indicated that they'd never had to remove a unit due to the satisfaction guarantee.  My understanding was that the 24-month service agreement that was in place provided me the time needed to address this problem with Edwards.  Anything after that would need to be addressed with Carrier via the warranty.  I now know that this was not the case.  Unfortunately, it's too late. 
  

  I would not be causing this fuss had the 12-month satisfaction guarantee been explained to me.

  I've since reached out to another Carrier authorized dealer and they're indicating that the installation of the exterior unit is likely causing the vibration in the line and thus the noise.  Edwards never made another attempt to come out and diagnose this particular problem after their visit in January 2021. 

  In good faith, I've continued doing business with them.  Even purchasing a zoning board and blower motor after they advised that the unit could not be removed via the satisfaction guarantee.

  I have appreciated the professionalism of everyone associated with Edwards that I've dealt with.  From the sales rep, to the installation team, to those scheduling appointments, to the service manager.  I am frustrated that it has come to this, as I am sure they are.  Mistakes happen and the mistake was that satisfaction guarantee was not explained to me.  I'd like Edwards to correct their mistake. 
  

   

  

  Business response

  10/26/2022

  We are currently setting up a meeting with ********** at his home with a Carrier Rep. and our Service Manger to address the issue.

   

   

  Customer response

  10/31/2022

  An appointment has been scheduled for November 8th at 10 a.m.

  

  Business response

  11/01/2022

  An appointment has been scheduled for November 8th at 10 a.m.

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