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Complaint Details
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Initial Complaint
08/28/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
On August 1st 2023 southern comfort installed a new ac unit in my home for my 2nd floor. They installed the incorrect unit.Also the unit they installed was not cooling my upstairs &the technician left knowing it wasn’t cooling all of my rooms upstairs.I also told the tech that was the incorrect unit.He said it will take time to cool. It was only cooling one room only. The next morning I called them & told them it was not cooling so they sent a tech to check why it wasn’t cooling the following day in the evening. The tech could not fix the problem & he said he didn’t know what the problem was that he would have the Owner **** come to my home on Monday August 7th & he never showed up. My husband called **** and told him they put the wrong unit in & that the unit was not cooling & we need the correct unit that we chose. He agreed to take the wrong unit out & put the correct unit in. On August 8th southern comfort came back to my home & removed and installed the correct unit we chose and once the unit was installed the unit still was not cooling my upstairs but only 1 room I told the techs & greg one of the technicians said he knew it wasn’t cooling the other rooms and he didn’t know why it wasn’t cooling and that he had to pick his children up at daycare. He said he called the owner **** & he told him it was’t cooling all the rooms & he left. Joey the other tech stayed for a few minutes & tried to answer my questions but he said he knew the unit wasn’t cooling & it was hot & humid in the rooms & he didn’t know why. During the second install they scratched & dented my door inside my home. We called **** the owner & he didn’t come to my home until August 10th to see why the unit wasn’t cooling the upstairs he then said he thought it was the returns & that he didn’t know when he could come to my home to try to fix it. My home is 80 dregrees upstairs. We called **** & told him to take out the unit since they didn’t fix it and we wanted a full refund.
Business response
08/28/2023
Two estimates were provided at our initial no-cost inspection visit on July 29th, since the 18-year old unit was critically low on a discontinued refrigerant and was leaking. Replacing with new refrigerant would have been a temporary and expensive resolution so a replacement system was quoted for either a base model replacement or mid-level system. The customer selected the mid-level system and signed off on the estimate for our team to create the work order and get the necessary parts and personnel scheduled for installation.
This system was installed on August 1 and a 20° temperature differential was recorded from the new unit. Photos are available from the service technician on-site. Existing ductwork was left untouched from the old system. Shortly after installation, the customer reached out with complaints about the cost of the mid-level system as well as the performance in the upstairs area. After a GPS-verified visit on August 7, we agreed to replace the mid-level system the following day, August 8 with the base model at no additional cost in labor or materials to the customer.
After the replacement system was installed, there was still displeasure with the installation. We reinspected the system on August 10 and determined that there was an air temperature differential of 3° between opposite sides of the upstairs. The cause was determined to be imbalanced original ductwork and on-site at the home, it was agreed that rebalancing of the ductwork would be done within the following 10 days due to the heatwave approaching. On August 16, we sent the attached letter to the customer and have requested that all future correspondence be handled in writing, since verbal commitments have been very misleading to our team. No further contact has been made by the customer since August 16. We hope the rebalancing will resolve the temperature differential and remain happy to resolve this with another complimentary visit to adjust the existing ductwork.
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1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.