Complaints

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• Initial Complaint

  Date:07/12/2023

  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.

  The company came to my home to fix my AC. They charged me $400. They left and it was worse than before they came. They blew out a fuse and ** air started leaking. They refused to come back out and refused my refund. I had to hire another company who did fix my AC but cost me another $500. It is now working and epic air should refund my money It was fixable but they sent out incompetent techs

  

  Business Response

  Date: 07/19/2023

  Our initial visit on 06/08/2023 the complaint was that the system was not cooling the upstairs portion of the home. Our technician found wiring issues which he repaired and also found the filters to be extremely clogged. Customer stated they would replace the filters as we did not have any in the size that was needed since they are not common sizes. We charged a $90 service call fee and $225 for the repairs, so $315 total. I have attached the filter picture and the invoice for this visit. 

  We received a call that it was not cooling again and returned to the property on 06/21/2023. The technician found that no new filters had been installed. The thermostats were set to 68 and 70 degrees and the unit was cycling on and off, which indicates the system was turning off when it reached the set temperature and would come on again when needed which is completely normal operation. The technician checked refrigerant levels, the outdoor unit, both indoor units, and both thermostats - found all to be within normal operating range and that the system was cooling. He also checked airflow and recommended the following: 'Explained to resident that the airhandler upstairs doesn't move near the volume of air that typically is felt by other systems due to design and high efficiency. Recommended closing grills partially during mild temperatures outside to push more air to other spaces where more volume is desired.' We did not charge the customer for this visit as it was within our 30 day recall period. 

  The following week, we were told they were having water leaking down the wall. We went out on 06/28/2023 and found the drain line was clogged. The technician cleared the drain line and added bleach. He noted that no filters had been installed and recommended again to have that done and advised that the system will have issues if not maintained properly. We did not charge the customer for this visit as it was within our 30 day recall period. 

  Later on the same day, 06/28/2023, the customer contacted us saying water was still leaking. We sent another technician out that same day, 06/28/2023, and the tech found that water was coming from a secondary draining port on the air handler in the attic that did not have a "cap" present. To be clear, outside of the call earlier this day, there had been no complaints of water leaking so this uncapped port had never been an issue and is how the unit comes from the manufacturer. There's a possibility at one time it had a cap but every visit we've had at this property, there was none present. Since the tech was now seeing water coming from this port and no cap present, he taped off the port to prevent water leaking in the future. When the tech left at 4:00pm, the unit no longer had water issues. The unit was cooling to 68 degrees when he left. We did not charge the customer for this visit as it was within our 30 day recall period. 

  The customer called again on 06/28/2023 within 1-1.5 hours after the tech left at 4pm and stated her son was saying the upstairs was extremely hot and around 90 degrees. The technician, who had just been at the home and saw it was 68 degrees, asked the son to look at the thermostat and see what temp it was showing. The son stated it was somewhere around ********************************************************************************************************************************* summer and how the systems are being asked to cool the home to ***** degrees. 

  The next morning, 06/29/2023, the customer sent pictures of water leaking from the supply vents in the home. This is condensation dripping from the vents due to the home being very cool but the outside being much warmer, much like a coke can condensates when you set it outside. At this time, we believed as a company we had done all we could do to satisfy the customer and wrote the following email:

  Hi *****, 
  I hate to hear that you're still having discomfort with your A/C system. We've addressed all the issues we could find at this point and really have tried to take care of you by coming out the last three times at no charge. 
  At this time, we would suggest contacting another company to service your property as we feel we have reached the capacity of what we can offer you. 
  Thank you for your business and best wishes for the future,
  ******

  I understand the customer had another company come out and am happy to hear the issue seems to have been resolved. The reason we are declining to refund the $315 from the 06/08/2023 visit is because we did find and repair issues and don't think it is unreasonable to be fairly compensated for those repairs, time, and labor. As a sign of good faith and courtesy, we did not charge the customer for the following three visits. We continued to advise the customer on proper maintenance and operating procedures, which did not seem to be followed through on. 

   

  Customer Answer

  Date: 07/19/2023

   
  Complaint: 20309369
  
  I am rejecting this response because: there was no refrigerant.  They did not fix the problem.  There was a leak they did not address.   And walked off the job.  They were incompetent and did not make proper repairs.  The service  that came out and fixed it.  Said there was a leak and it needed refrigerant.  The epic techs stood on my porch googling how to fix a Gree AC system.  Two told me they do not know how to work on these AC units.  
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 07/25/2023

   

  Epic Air will not be issuing a refund for the original bill of $315.

  In regards to the other company stating it had no refrigerant, each time we went out the home was conditioned to ***** degrees which would not be possible if the system had no refrigerant. 

  Only ********* went out to this property, one of whom has been installing and working on mini split systems since the early 2000's and the other tech has installed and worked on mini splits since he became an employee with us a couple of years ago. They are experienced in these types of systems.

  At this point, we can keep going back and forth on experience levels, competence, and what work has been done but I don't think it will do either party any good. If we had charged the customer each time we were out, I could see a request for a refund to be reasonable. But with 4 visits, repairs, and recommendations given and to have charged only $315, I don't see how it's unreasonable for us refuse a refund.