ComplaintsforAtlanta Air Authority

• Initial Complaint

  08/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The original unit was installed April 27, 2020 and Atlanta Air had to return within the first 90 days, because of an wiring setup issue, which was causing the air to cool, but not blow cold. Rheem: RA1648AJ1NB Rheem: R802VA100521MS Rheem: RCF48211STAMCA $5,571 Invoice #******** The installation warranty covered 2 years, however an additional maintenance plan was in place. Atlanta Air did visit my home for maintenance after the proposed maintenance deadline, but rejected additional service that.This complaint is about defects in the original installation. The unit wasn't wired properly, which resulted in compressor failure, due to bad voltage levels. I have asked Atlanta Air to come out and replace the Rheem compressor and it is still under Rheem warranty and they have refused and ignored all communication to contact. A&K Services, a Rheem pro partner determined on low voltage and provided a diagnostic report.

  

  Business response

  08/02/2022

  We installed the system for *************** on April 27th 2020 and he was given 2 years of labor warranty included with a conditional up to 10 year extended labor warranty. One of the conditions for extending the labor warranty is to have a repeating Atlanta Air Authority maintenance agreement current with us each year, and every year the maintenance agreement is renewed it extends the labor warranty with it for another year up to **************************************************** the invoice, and in the 10 year conditional labor warranty certificate he was emailed as well as on our website. ************** was also given the first year of maintenance complimentary which included 2 visits.
  On August 20th 2020 we returned on a warranty call where ************** complained the thermostat was reading 75 and it felt warmer than that. He was very rude to our customer service team. When my service manager arrived to investigate ************** was again very rude to my service manager. We found the system was running in low cool because the jumper between Y1 and Y2 was absent. This was causing the unit to run in first stage and when we replaced the jumper the furnace engaged to a higher CFM, this had no negative effect on the compressor. System showed a 22 split at the furnace and a 19 split at the vents. He argued with my service manager about him using standard probe thermometers to inspect the temperature of the air moving through the ducts. He sent an email complaining and asked that our service manager not return without supervision.
  On December 8th 2020 we returned to perform the first of the 2 complimentary maintenance visits. We were there to inspect the heating system and change the filters, we performed standard heating maintenance on the system and system was working properly.
  On May 11th 2021 we returned to perform the second and final complimentary maintenance visit to inspect the cooling. We performed standard maintenance including changing filter, spraying off condenser coils,and inspecting system to ensure it is working in factory specs, the system was working fine and showed no signs any issues.
  On this visit my service tech recommended renewing maintenance with us and he noted in our system time stamped 05/11/2021 11:19 am by *************************
  Customer says he wants to renew with us but thinks we are priced too high. He said all the other companies are doing them for $80 and pulled out a reliable flyer. I let him know those coupons are one time visit, not a membership. I believe reliable is 179 a year and 89 for each additional.He said his termite service wouldnt come down $60 this year on his annual membership for him, so he ordered the stuff from **** and hes taking care of it himself. He just wants to know hes being treated fairly on the price. He wants to talk to the office about renewing.
  So we called him and as noted by customer service,time stamped 05/13/2021 02:42 pm by Sierra ************ quoted him $239 for 2 systems. He said he called reliable and they offered a program for 209 but they only come once a year? I dont know what hes talking about, he asked if we were going to offer that and I told him no we do what the manufacturers recommend and that is 2 visits a year, one for cooling and one for heating and he needs that to keep his warranty active with them and us.
  He said he has our number, I said thank you.Saving that call in his documents.
  In addition ************** was sent emails 09/20/2021 05:00 am, 02/04/2022 12:30 pm, 03/21/2022 05:00 am in regards to us offering our services and renewing maintenance. ************** never responded to these emails or called us until July 26th 2022. He went a full year without maintenance. Doing so violated his conditional labor warranty and it expired with his refusal to renew his maintenance plan. Per our conditions the labor warranty reverts back to 2 years from installation date which made his labor warranty expire April 27th 2022. ************** was made aware of this on the phone and asked if he could renew his maintenance but since so much time has passed we could not extend his conditional labor. This decision was made by management before ************** asked us to come out and check his system despite his labor agreement being expired.
  We found the compressor not operating per factory specs. There is an issue with the compressor internally. Low voltage wiring cannot cause internal failure of a compressor.
  ************** called the office and spoke to *******************, our general manager on a recorded line. He was informed that his equipment was registered with the manufacturer, and he has a parts warranty with the manufacturer. He may use any licensed company he likes to service his equipment. We would not do so any more due to the the fact he is now out of our service area as well as his Atlanta Air Authority labor warranty being expired due to him not renewing his maintenance agreement as noted in his conditional warranty certificate. In addition to this ************** was repeatedly rude and verbally abusive to office and field staff. Due to his not renewing his maintenance we concluded that we are not obligated to service **************. And with his behavior we are not inclined to do so either.

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