ComplaintsforCollins HVAC

• Initial Complaint

  07/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  5/5 2018 i purchased neat pump /ac unit from collins hvac in ***********. i paid $4350 when the job was completed. the unit had all kinds of problems since the day it was installed. they have have been to my house probably at least once every 3 months for different issues. the latest issue is the evaporator inside freezes up at night and shuts down the ac.i have to get out of bed and go downstairs when this happens to reset the unit. they have tried over and over to fix it and even had the rheem tech come out and he had no idea either and started just replacing and adding parts. nothing worked. he was here last october and said he would be back in april and never showed, emailed or called. when he was here his excuse was my family was setting the thermostat too low at night and the rheem unit was not designed to work with the thermostat set at 65 degrees which is a lame excuse, i asked to see that in writing but never was shown to me cause its not true. my6 old unit worked fine even when set on 60. i asked them to replace the unit several times and they told me the could not. they offered me a buy back but i declined it because i cant replace the rheem unit for the same amount i paid for it in2018.so i told them i want the the unit fixed and never received any reply from collins ac or *********************** at southern pipe supply. they also added extra copper line to the outside trying to fix the problem which didnt work either. i have asked several times for them to come and shortern the lines and they never reply. i would like a new unit this has been going on for 6 years!!

  Business response

  07/22/2024

  An attempt was made by Manufacturer and equipment rep to refund 100% of what was spent 6 years ago which included a UV light that was installed that had nothing to do with Manufacturer or rep and that was not acceptable to the customer because the cost was $2000.00 more 6 years later and the Manufacturer decided to remove their offer to the customer. At this point no one is willing to go any deeper to help this customer.

  Customer response

  07/23/2024

   
  Complaint: 21988513
  
  I am rejecting this response because:i purchased this from collins hvac with a warranty that he does not want to stand behind now. i am a senior citizen and can ******* afford my medications.consequently i do not have 2k to add to the $4350 which they will not turn over to me until i get another unit under contract with someone else and then they want me to return their unit to the warehouse. *********************** tried to railroad me into signing an unofficial document stating the above. as far as the uv light **** had collins ac move it to the other side of the air handler which is not where the manufacturer says it goes. i had asked for it to be put back where it belongs and got nothing. i had to pay someone to reinstall it. have been extremly patient , courteous and respectful for 6 years to everyone at collins hvac. so now i have a unit i paid for that doesnt work properly and collins refuses to do warranty repair on it now. i want a new unit or this one repaired or my $4350 released to me so i have money to get started on a new one. i would like to have collins explain how paying for a unit that has been a problem since day one that no one can fix and refuses to fix now is fair treatment for a customer. i paid ********************** for the unit not ***** so stop hiding behind them ****. its your responsibility to fix it. bottom line is you ripped me off and if you think different explain yourself. i have junk for my money and thats ok plus you refuse to repair ,replace or release my money. also i asked for the excess line outside to be removed which was collins attempt to repair  but didnt work. it is still like that and they never replied to my request as usual.
  
  Sincerely,
  
  ***********************

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