ComplaintsforWMS Heating and Air Conditioning, LLC

• Initial Complaint

  08/07/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased a 3 Ton Payne outdoor unit 2 years ago . Have complained since March 2023 of unit not cooling consistently. The unit has to be turned off for indefinite amount of time before it decides to cool. Called the past week to insist something be done and was told based on experience the fan motor was going out without ever viewing the unit. I asked that he put on a fan motor last Saturday. ****** stated under warranty it would take 2 weeks. I incurred hotel costs as in the middle of August in 100+ temps it was unbearable for 4 days. I experienced great mental anguish as Wed I called to see when the part would arrive and ****** assured me he'd check and the part had been ordered. I personally called Carrier and no part had ever been ordered. Agreed to pay 350$ to place a fan motor from the truck as WEd as he wouldn't do as staff suggested and change the part until my warranty part arrived. Staff wanted to keep the core in order to obtain my warranty part which is insurance fraud. Shortly after fan motor was placed unit continues having the same issues. Other providers want to charge more for service as they didn't warranty the original service nor make the money from sale. I want my fan motor money back so that I can hire someone else to correctly fix my issue or I want my unit fixed correctly. I suffer from autoimmune disease and have endured the heat this entire summer and ran up electrical bills trying to get the unit to work. The unit makes loud noises for the past year and won't cool correctly. I'm not sure what has happened to this business but it's really gone downhill. Staff that he sends are unprofessional and lack experience.

  Business response

  08/26/2023

  To whom it may concern:
  
  This letter is in response to the complaint made by ***** ***. On 6/30/21, I installed a 3Ton outside Condenser at the address listed for the customer above. The outside condenser was registered with Bryant and has a 10-year parts warranty which expires 6/30/31.  I recommended changing the inside air handler due to age as well, but Ms. *** did not want to replace it at the time. I received a text message on 7/28/23 at 8:49 p.m. from Ms. *** stating “I’m the one you said the fan may be going out. I keep having to restart it after leaving it off awhile and it makes a racket.” I asked Ms. *** to call me in the morning and I will come check unit. I sent my technician to check the unit at Ms. ***’s residence. The tech assessed the unit, stated the fan motor was hot to touch, and confirmed from diagnosis the fan motor on the outside condenser was not functioning properly. I called Ms. *** and told her since the fan motor was still under a warranty, I will have to order the fan motor from the manufacturer. Carrier stated it would take 7-10 business days for warranty fan motor to arrive. Ms. *** agreed to wait for part and pay for labor cost. Ms. *** later stated it was too hot and she no longer wanted to wait for the warranty fan motor. She claimed she had called the supplier Carrier and the warranty fan motor had not been ordered, which was simply not true. We agreed to replace the fan motor on the outside condenser with a generic fan motor for $425 which is what I charge for a fan motor and labor, but I gave her the discounted price of $350. The unit was functioning properly and cooling after the fan motor was replaced. Two weeks later, Ms. *** called to say her unit was still not cooling properly. She stated another company replaced the the txv on inside unit, and she believes that was the original problem. The txv is on the coil of inside unit and does not cause a loud noise on the outside condenser as reported by the Ms. ***.  I do not doubt the txv was a later issue, it simply was not the issue at the time my company serviced Ms. ***’s unit.  I received a message via text from Ms. *** on 8/24/23 stating “I want the warranty fan motor to sell to get some of my money back. A stuck txv valve was my issue.” She accuses my company of stealing her fan motor. The cost of warranty parts is charged to a contractor’s account and charges are accredited back to account once the manufacturer receives the failed part. The warranty fan motor was sent back to the manufacturer due to the generic fan motor being installed. See attachments.
  
  

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