ComplaintsforLake County Mechanical

• Initial Complaint

  07/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  07/05/2022 a technician from Lake County Mechanical came to our house to determine what was wrong with our air conditioner which was not cooling. Once he checked the A/C system he told us we needed freon and a replacement part for a cost of $1200. After putting freon in the system, he tells us he needs another $500 to locate a leak because the only way you lose freon is due to leak in system. At that point, I asked would this additional cost resolve our problems. Technician said no he recommended we replace system. We should receive a quote in 48 hrs. That we should get some of the $1200 of cost off new A/C and a discount for being ******* customers.Today is 7/11/2022 and we have not received a quote yet (6 days later). We are seeking a quote from another *******, ** HVAC company.My complaint for Lake County Mechanical is their lack of honesty in telling us we needed an A/C system replacement up front. Repairs should not have been made and I believe the technician knew that. Since we were told that the analysis of the problem would cost $99, we would like a refund of $1100.**** & ********************* ************ ******************************************************

  

  Business response

  07/12/2022

  We came out 7/5/22 for no cooling, our technician found that the outdoor condenser was not running, he found that the Capacitor was bad, he replaced the Capacitor  and got the unit running for cooling, he than checked the freon pressures, he found they were low on freon, we recommended a leak check, the customer declined because the age of her unit and not to look where the leak that  the customer wanted to replace her unit 

   

  We needed more information on the size of the indoor coil since it is a downflow unit so we sent the same technician out 7-8-22 and got the measurements we needed.

   

  Talking to the customer 9:15 am ******* I let her know we are sending out the quote, she acknowledged and said ok, We sent her a quote for a new Air Conditioner with $701.00 in discounts to help offset the cost of the previous repairs at 9:28am followed up with the customer at around ****** , the customer stated that she went with another company and said that we ripped her off and hung up on us. 

   

   

  Customer response

  07/14/2022

   
  Complaint: 17552205
  
  I am rejecting this response because:

  
  

  I, the customer, did not recommend the replacement of our A/C.  I asked the technician how much was cost to find leak. Technician advised another $500. I asked the technician would he recommend additional repair costs or new A/C.  Technician advised our unit was in very bad shape and he recommended replacement.

  
  

  Also, I never saw invoice or technician comments. Technician only had me sign authorization for repairs, page 3 of attachment.

  
  

  I was advised by company that did replace our A/C that I should turn off unit and save electricity while I wait for installation. That it was obvious the unit was not operating. When the unit is cooling it throws off hot air. Our unit was throwing off tepid air. 

  
  

  Yes, I did hang up because he kept reading what his technician wrote instead of listening to me and answering my questions. This is substantiated by their business reply.

  
  

  I will accept the $700 (credits) in cash from Lake County Mechanical to resolve this dispute.

  
  Sincerely,
  
  ***********************

  

  Business response

  07/21/2022

  Tell us why here...I, the customer, did not recommend the replacement of our A/C.  I asked the technician how much was cost to find leak. Technician advised another $500. I asked the technician would he recommend additional repair costs or new A/C.  Technician advised our unit was in very bad shape and he recommended replacement

  .(AS STATED ON THE INVOICE THE CUSTOMER DID AGREE THAT THE **** IS OLD AND NEEDS REPLACED )
  
  
  Also, I never saw invoice or technician comments. Technician only had me sign authorization for repairs, page 3 of attachment.(PAGE 3 OF THE INVOICE IS THE INVOICE OF A  SUMMARY OF THE WORK DONE WITH THE CUSTOMERS SIGNATURE OF ACNOWLDGEMENT)
  
  
  I was advised by company that did replace our A/C that I should turn off unit and save electricity while I wait for installation. That it was obvious the unit was not operating. When the unit is cooling it throws off hot air. Our unit was throwing off tepid air. (THE CUSTOMER NEVER CALLED US BACK SINCE OUR SERVICE CALL TO LET US KNOW THAT THE A/C **** HAS STOPPED WORKING ONLY ASKING WHEN THEY WERE GOING TO GET THERE QUOTE FOR A NEW ****)
  
  
  Yes, I did hang up because he kept reading what his technician wrote instead of listening to me and answering my questions. This is substantiated by their business reply.(I WAS TRYING TO WORK WITH THE CUSTOMER AND UNDERSTAND TO COME UP WITH A RESOULTION DURING MY CONVERSATION SHE JUST HUNG UP ON ME)
  

  
  
  I will accept the $700 (credits) in cash from Lake County Mechanical to resolve this dispute.

   

  As to finally to rectify this complaint  we would consider crediting the customer $700.00 and withdraw her complaint, the A/C unit was fixed, it was over 90f that day and got her cooling, we did laps a quick response for a quote on a new A/C unit which is pretty much what this whole complaint was about, so the customer got the unit installed by another company and now wants money back after we provided our services and got her cooling during the hot spell. 
  
  

  Customer response

  07/22/2022

   
  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. I will accept a $700 refund to resolve my complaint that the professional should have recommended a new A/C instead of costly repairs that did not resolve problem.
  
  Sincerely,
  
  ***********************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩