ComplaintsforCarolina Air Heating & Cooling, Inc

• Initial Complaint

  04/21/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  SMJK or Carolina Air was contracted by ******** **** ****** to fix a blower motor for my heat pump, over a span of four months their incompetent technicians arrived to my house four times with no parts, wrong parts or inability to fix the problem while causing thousands of dollars of damage and leaving my compressor and outside unit improperly assembled causing rain and water to enter and ultimately damaging/destroying the system they are refusing to honor repairs for leaving my family without heat or AC for 6 months of winter with infants in the home. the staff was completely unprofessional, unhelpful and the technicians lacked any knowledge or competency to complete any work in any homeowners property. A TOTAL FAILURE.

  Business response

  05/09/2022

  Mr. *******,
  We at Carolina Air, INC strive to maintain 100% customer satisfaction. I apologize that you have found that Carolina Air, INC was a “failure” to you. I have thoroughly evaluated the notations on your account, spoken to the CSR/team members that were involved and the technicians who were on site.  During this time gathering information, I have copied all notes and provided additional information to clearly portray the events that transpired dating back to 11/4/2021.
  While this process did become lengthy, mostly due to lags in supply chains, receiving authorization from your warranty company and unseen parts that also needed repairs due to age/wear on the system you have, we have completed all necessary steps to reach a resolution. As a contracted vendor of your warranty company, we are required to uphold the steps and procedures in place by ******** **** ****** to continue any repairs or replacements. These steps include awaiting authorization from ******** **** ****** before we can proceed in any way, which can take any variety of time to come back to us. Currently, your warranty company has not provided final authorization to complete the replacement. We are required to complete all dispatches on our end within 30 days, we extended that time to allow part installations on your claim. After 60 days, we had no choice but to “time out” the dispatch

  11/8/2021 @ 216 pm: Technician recorded notes: 
  AH ******* m ****************, s **********, 1 split hp, 2 zones, 410a, ah horizontal in attic, 7 years old, found bad X13 blower motor, need OEM X13 blower motor
  Initial visit to begin diagnostic.
  
  11/9 1:01 PM CSR recorded notes:
  *** DISPATCH #******** SUBMITTED SMART SHEET BLOWER MOTOR P# ?SMART SHEET BLOWER MOTOR (1/2HP, 208/230, 1050RPM), RELAY
  The team member was able to submit all technician notes, part numbers and all required fields to ******** **** ****** for authorization to complete the repairs.
  
  11/10/2021 @ 1:49 pm: CSR recorded notes:
  SCHED 11/17 8-12 DMC BLOWER MOTOR (1/2HP, 208/230, 1050RPM), RELAY P#90340
  Part installations are scheduled based on product and shipping availability. Due to supply demands and shortages we, along with several other companies, are experiencing longer shipping times which can delay the “turn around” time for part installation.

  12/6 10:18 am: CSR recorded notes:
  Authorizations was sent to continue with repairs from ******** **** ******, and the reversing valve was ordered.
  DISPATCH #********
  **FULL COVERAGE FOR REFRIGERANT PER *****
  REVERSING VALVE P# / ETA TBD
  
  12/6 2:01: CSR recorded notes:
  Left voicemail to schedule repairs, awaiting customer call back for scheduling.
  
  12/6 2:02: CSR recorded notes:
  The appointment for part installation is scheduled for 12/8 8-12 am.
  
  12/6 10:03: Technician recorded notes:
  Reversing valve swollen up, popped inside, valve will not slide. Need new reversing valve ordered.
  
   A technician arrived and started part installation. The initial technician completed the installation and was still experiencing issues with the revering valve.  Upon arrival of the second technician, it was determined another reversing valve would need to be ordered.
  
  After the notes of an additional reversing valve, another was ordered from a local supplier, and we were awaiting the arrival of that part. Again, due to supply issues, that at times can take significantly longer than we have seen in the past.
  
  
  12/17/21 @ 217 pm:  Technician recorded notes:
   Found reversing valve needs replacing, will have to cut out previous joints and will need 3/4in copper and (3) 3/4in copper elbows, DIFFICULT repair.
     An in-house second opinion was completed to verify that when the part installation for the reversing valve was scheduled, the installation technician would have the necessary equipment.
  
  12/17/2021 @ 345pm: CSR recorded notes:
  Rescheduled part installation for Monday 12/20/21
   
  
  12/20/21 @ 1037 am: Technician recorded notes:
  came to house to install a reversing valve and found pieces of plastic and little BB’s in condenser coil and compressor. A filter drier has busted and has contaminated the system and is not a good repair will not be able to get out it is in the compressor, condenser coil, lines set, and evap coil.
     At this time, it was found that the outdoor system had sustained significant damage and would need complete replacement.
  
  12/21/21 @ 8:56 am CSR recorded notes:
   DISPATCH #********

  11/17/21 @1023 am: Technician recorded notes during part install: Came to replace blower motor, upon removing original motor found was very rusted up shaft and hub, sanded and used lubricant, found busted motor shaft and cracked wheel hub, needs new blower wheel also, will need to cut motor shaft to replace, ******* split AH zoned upstairs pull-down attic access horizontal left M#**************** S#**********.
  Technician provided picture:
  
  
  11/18 @ 1:25 pm: CSR recorded notes:
  Ordered additional parts and sent SMART SHEET to ******** **** ****** for approval. ******* ETA 7-10
  11/23/2021 8:00 AM: Warehouse recorded notes:
  Parts received
  11/23/2021 11:54 am: CSR Recorded notes:
  Technician is assigned, SCHED 11/24 2-4pm for Part install
  11/24/2021 5:16 pm: Technician recorded notes:
  Came to install motor and cage but had nothing to cut shaft will need to use side cutter to remove motor
  When the technician arrived at the **** to finish removing the rusted parts and install the needed parts, he came across (like the previous technician stated) rusted parts on the system that would take additional tools.
  11/26/2021: Parts and authorization was made aware of the needs for repair/install parts and promptly scheduled a return visit for 11/30/2021 10am-2pm.
  11/30/21 Technician recorded notes:
   Replaced blower motor,90340 relay, 10uf capacitor. Started up, blower operating normal, found OD unit reversing valve not shifting all the way for heat mode, shifts normal for cooling, not coming out completely for heat mode, will need reversing valve replaced, ******* split HP right side 9lbs R-**** ****************** S#**********.
              * It is not uncommon for additional repairs to arise when the system “restarts” after a lengthily and Indepth repair. There are pictures above showing visible wear on the system. 
  12/1 4:35 CSR recorded notes:
  DISPATCH #********
  **NON COVS $1161**
  SUBMITTED SMART SHEET
  REVERSING VALVE P#
    Within 36 hours, our parts/authorizations department contacted ******** **** ****** to make them aware of our technicians finding (via Smart sheet) and was able to confirm availability with a local supplier on the part needed. At this, we must await ******** **** ******s approval through their authorizations department before we can order that part. 

  SUBMITTED DETAILED DIAGNOSIS TO *** AUTHO
  (CONTAMINENTS IN UNIT) FOUND REFRIGERANT SYSTEM RESTRICTED WITH CONTAMINENTS, RECOMMEND SYSTEM REPLACEMENT, NOT A GOOD REPAIR, DUE TO AGE AND SCOPE OF REPAIRS, RECOMMEND SYSTEM REPLACEMENT, STATE REQUIRED $250 LOAD CALCULATION WILL BE NEEDED IN ODERED TO DETERMINE COST FOR REPLACEMENT
  Our team member promptly sent the updated information to ******** **** ****** to make them aware of the issues and now required scope of work.
  12/21/21 @ 1:42 CSR recorded notes:      
  *** AUTHO APPROVED LOAD CALCULATION
  SCHEDULED 12/22 8:00 am- 12:00 pm
  12/22/21 @ 11:04 Technician recorded notes:
  Load calculation complete. 1 system 2 floors zone system 3.5ton heat pump attic pull down ladder
  This is to gather information and report back to ******** **** ******, per our contract with them. A load calculation report can take 5-7 business days to be returned to the office for submission to your warranty company.
  12/30/2021 @ 12:12 CSR recorded notes:
   DISPATCH #********
  SUBMITTED LOAD CALCULATION TO *** AUTHO
  AUTHO: #
   The load calculation information was sent to your warranty company and our team is awaiting authorization to proceed
  1/3/2022 @ 302pm: CSR recorded notes:       
  Still awaiting authorization from ******** **** ****** to continue. Will need to close dispatch due to ******** **** ****** policy.
  1/21 @1257 EMAIL FROM ***:
  Please call the ****owner ASAP as he already approved the repair/replacement of his unit. The ****owner also stated that he will be paying you the out of the pocket expenses amounting $2,921 You may reach Mr. ***** ******* @***-********
    * This is an email sent to our CSR team, while they have a non-covered amount associated with this replacement, they still had not provided an authorization number to continue with this dispatch. Our parts/authorization department reached out and still could not obtain authorizations to move forward. 

   

   

   

   

• Initial Complaint

  03/02/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I have a policy with ******** **** ****** and it covers major home systems including the heat pump. I requested service for an issue I was having and the request was transferred to Carolina Air Heating and Cooling. Their was a technician who worked on the unit 11/19 and when the issue wasn't resolved again on 11/30. At some point, the technician who was here on did not secure the cover on the air handling unit in the crawl space, the furnace worked fine for a while, but at some point I heard a lot of vibration/rattling in the ductwork, which stopped in a day or two (this would have been the cover vibrating loose and fell off). Shortly after that (which I didn't not know the cause at the time) the heat pump started blowing cold air, could not reach the set point and never shut off. Thinking maybe it was just really cold out or if I reset everything it would correct itself, I waited to see if the situation improved before scheduling another repair (and of course it didn't). Just before your technician was to arrive I was in the crawl space looking for a garden hose and saw the air handling cover on the ground. I immediately cancelled the appointment, secured the cover and tested the system. It was sucking cold air from the crawl space and blowing it into the house, which is why it never got up to temperature and never shut off, and ran the auxiliary heat on high for an extended period of time. Because of this condition my utility bill increased at least an additional $50 over the prior month and the same month last year, due to the constant running of the system and use of the axillary heat, caused by the failure of the technician to secure the cover properly.

  Business response

  03/08/2022

  Business Response /* (1000, 5, 2022/03/03) */ Mr. *******, Thank you for reaching out with your concerns and providing the pictures for information. I have reviewed both your information and the technicians pictures/notes from 2 visits in November. The visits are as below: November 30 visit: The only repairs completed were done at the condenser, no repairs done to the air handler to cause the door to be removed. Found low volt at hp chafed through insulation against copper. Repaired. Some loose low volt connections. Repaired wires. System operations normal 60/255psi. 18 deg dt. Defrost cycles normal. Aux operations normal. November 19 visit: This visit a technician did check the air handler (notated by checking the 10kw heat strips). ***** hp split 1998 in crawl r22, complaints of customers have to reset condenser often. Checked heat mode 10kw OK, pressures and amps normal, found indoor filters extremely dirty needs to be replaced, owner will replace, also customers had closed several supply vents but opened them recently with no more issues. I think problem was occurring while vents closed caused high head pressure with dirty filters. System is heating. ***** *************************** ******************************* There are approximately 4-6 screws to hold the air handler door on, if the screws were there and they "backed" them selves out (when you heard the rattling from your below email) this indicates there is likely some other cause to your system shaking so heavily, not a technician error with leaving the door off the system. However, if they had been removed and the door left off,at either visit, the effects would be immediately noticeable. From the time the last visit was complete (11/30), to the February dispatch (2/16-that was canceled), there were no issues reported to us from ******** **** ****** warranting a return visit. Thankfully, ******** **** ****** does offer a recall period, the timing is based on your contract with them but typically 60-90 days. During that time ******** **** ****** allows you to make "recall" visits at no charge to you, to allow for a technician to further investigate. The information I have gathered from these notes and the email below, does not warrant a reimbursement for electricity usage. The system you have on your home is 24 years old, when you take in to consideration just how cold the temperatures were during those months (Dec-Feb) and the age/efficiency of that unit, an increase in electric usage is not unheard of. Thank you for making me aware of your concerns and if you have any issues in the future, please do not hesitate to reach out to my email or our office. Consumer Response /* (3000, 7, 2022/03/05) */ No, the response from Carolina Air is not satisfactory. This is the same response I received from the Office Manger, ******* ******, which is why I filed the response with the BBB. This person is obviously not a technician and has never worked on equipment and doesn't realize that screws do not "unscrew themselves" causing the door to fall off and has nothing to do with the age of the unit. I have never had an issue with the door falling off, their employees worked on the unit, after that the door fell off causing the unit to function improperly and increasing my utility expenses. As evidence, when the door was reinstalled everything returned to normal and the unit is functioning properly. I understand that technicians are human and not perfect and people make mistakes, that is not the issue. The issue is when people do not own their mistakes, make far-fetched excuses, accept responsibility and do the right thing, in this case, reimbursement for the validated increase in utility costs of $50. Also, the service manger was going to review the complaint and respond and I have not received a response from that individual. Business Response /* (4000, 9, 2022/03/07) */ Mr. *******, Thank you for returning your concerns. Carolina Air has consulted with our service department and management staff to review the claim submitted via email and BBB. We would be more than happy to have a service manager reach out to you with further information. We can all agree that screws do not "unscrew" them selves and this was addressed in the initial reply to you. Carolina Air will approve the $50 check for "electricity usage". However, your property will now be listed as a "Do not service" site. Any future service issues you may have will need to be directed to your home warranty company (******** **** ******) and they can connect you with a vendor. Have a blessed day. Consumer Response /* (2000, 11, 2022/03/07) */ (The consumer indicated he/she ACCEPTED the response from the business.) Their response is acceptable and what I had hoped for from the very beginning, thanks.

*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. ↩