ComplaintsforCarolina Air Conditioning Co, Inc.

• Initial Complaint

  01/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I telephoned this company because they installed my Trane System 6 years ago. The problem still exists. I was informed that my system overheats and shuts off. I have two floors in my home. The technician initially reported to my home on 12/16/2022 informing me that he could not locate the problem but repaired a piece of ductwork in my crawlspace. I paid him $191.08 that evening. The problem persisted. I telephoned the agency for the next 3 days informing them that the issue was unresolved. Another technician reported to my home and telephoned the initial tech about the issue. They determined the issue was a faulty control board and a high limit switch. The tech returned to my home on 12/20/22 to install a control board and high limit switch. Fifteen minutes after he arrived to my home, he was finished. I paid him $626.84. I questioned the cost of the parts and labor. He informed me to telephone the office regarding questions. I telephoned the office, and was told the person in billing was gone for the day, and would telephone me on the following day. She did not. I telephoned the office again on 12/21/22 informing them that the issue still persisted. I asked them not to cash the check because of this. On 1/4/23 I telephoned the company to terminate the monthly $20 maintenance plan, also due to no response from the agency other than cashing the $626.84 check on 1/3/2023. I received a return call that night from the original technician asking to report to my home to rectify the issue. I also received a voice message from *** on 1/5/23. I informed the tech on 1/4/23 that no one from CAC could return to my home again. I requested a refund due to the issues being unresolved. Check #'s **** and ****. I never received a copy of the invoice for the $626.84 check. I would also request that the draft of the monthly maintenance plan fees are refunded and terminated.

  

  Business response

  02/13/2023

  When the technician came to the house on 12/16/22, he diagnosed the problem as the limit switch tripped. He reset the switch and cycled the system for 20 minutes and stated all was working properly. While there he checked the supply flex duct in the crawl space and found the supply flex was not connected to the upstairs damper and he reconnected it. On that day the cost for the repairs was $191.08 which had a discount of $47.25 for being a new priority member and a diagnosis fee of $99 waived.

  After another call was scheduled, on 12/20/22 a technician diagnosed the system with faulty high limit switch and a circuit board needed to be replaced. The quote was given to the homeowner and approved for the worked to be completed. Our payroll records indicate that the technician was at this job for 1.5 hours. An invoice was email that same day in the total of $626.84 which included the cost of the board $437, the high limit switch $249, an a discount of $102.90 for being a priority member. The technician collected payment in the field from the homeowner at completion. At this time there are no other records indicating that the homeowner reached out to us to state that she continued to have the same issue with her system or we would have gladly tried to schedule a new appointment to re-evaluate the system. 

  At this point we have terminated the monthly priority membership program so she will not be billed the $21.49 for February and thereafter. Homeowner has already received discount on repairs exceeding the amount that we have collected thus far. We will not be able to issue a refund of $42.98 for the two months of the membership.

   

• Initial Complaint

  01/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have done business with CAROLINA AIR CONDITIONING & COOLING CO. INC since the purchase of my new construction home March 27, 2019. I've purchased bi-annual contracts up until December 19, 2022, my most recent service date. On February 15, 2022, they installed a new fan powered whole house humidifier that I paid $1287.00. CAROLINA AIR & COOLING serviced my HVAC on December 19, 2022. It was at this visit I informed the technician that the humidifier wasn't working. He was not qualified to determine the issue with the humidifier. He changed the filter and alerts continued, informing that the humidifier was not functioning as it should. His boss ***** was informed and ***** and I scheduled an appointment for him to come later that afternoon of December 19 2022. ***** determined there was an issue and said he would place an order to repair the it. I called several times to check the status of the order and schedule an appointment with ***** for January 16, 2023. I called ***** on January 11, 2023 to confirm the appointment. I received a reminder email on January 15, 2023. On January 16, 2023 ***** called me at 8:40 informing me they have to cancel my appointment. When I called back to express my disappointment no one wanted to talk to me. I called ***** at a different number, expressed my disappointment of how they treat a loyal customer and asked for a refund. He agreed. I have not received a refund or notification of anything owed me despite being told by ***** times. I WANT A FULL REFUND FROM THIS COMPANY.

  

  Business response

  01/23/2023

  We are truly sorry that the appointment had to be cancelled due to the lack of not receiving the part that needed to be replaced on the humidifier (installed on 02/15/2022) from the manufacturer. When the call was scheduled we were hoping to complete the preventative maintenance and replace the humidifier board at the same time to not cause any further inconvenience to the  homeowner. Our computer system sends automatic reminders for next day calls to all customers via email or text. However the morning of January 16, 2023 we realized that the part had not arrived and it was best to cancel the appointment until it was received. The homeowner contacted our office and spoke with ***** for a full refund of the humidifier installation and it was decided that we would refund the customer a portion of that installation in the amount of $864. Our accounting department has this refund request and will be mailing the refund via check as it can no longer be refunded to the original method of payment due to how much time has passed. We have received the board that needed to be replaced but we will return it to the manufacturer at this time.

  We will also be refunding via check the remaining balance of the maintenance agreement.  We hope this satisfies the customer in resolving this complaint with the BBB and wish her well in finding a company that can satisfy her service needs.

  Customer response

  01/24/2023

  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.

  
  

  Sincerely,

  
  

  ****** ********

  Customer response

  02/24/2023

   
  Complaint: 18837884
  
  I am rejecting this response because: 

  Thus far I have not received a refund. 

  
  

  I had yearly contracts with CAROLINA for 3 years and this is how they treat a loyal customer. 

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

  

  Business response

  02/24/2023

  We apologize for the delay and confusion. The check was mailed out on 01/25/23. It is check number ***** in the amount $970.18 

  Based on this respond to the complaint we are assuming that the check is now lost so we will go ahead and place a stop payment on the first check that was already sent and we will mail out a new check number ***** today. 

• Initial Complaint

  07/07/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I purchased my home in August 2021 from ***** *****. ***** ***** used Carolina Air Conditioning Co., Inc. Today, my air conditioning unit went out at 3:00 am without any warning. This is supposed to be a brand new unit The customer service staff are rude and unpleasant to deal with. No one could give me an estimated time of arrival. I would like this issue resolved as soon as possible. If I have to check into a hotel, this company will need to reimburse me.

  

  Business response

  07/14/2022

  There is no excuse for our customer service representatives behavior and I assure you that will be handled. We try to do our best to give a several hour window for our technicians to arrive. It can be challenging though. We never know how long a service call can take. I'm sure you would agree that you would want a technician to be able to take their time to completely look over your system when diagnosing the issue and not having to be rushed. We stand behind all manufacturers that we install but sometimes they do having issues that came from the factory that is out of our control. Our technician came out the same day 7/7/22 between 4-5pm. He ultimately found that a wire was damaged outside at the condenser. He was able to replace the wire and had the unit back up and running.

  We value your feedback as it helps us to make changes as we continuallystrive to be the best HVAC company for our community.  

  Customer response

  07/14/2022

  
  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.
  
  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. ↩