Complaints

• Initial Complaint

  08/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 8/16/23, I had an appointment with **** **** to resolve a "noise" problem with my A/C. PLEASE BE ADVISED THAT I WAS NOT EXPERIENCING A COOLING PROBLEM - MERELY A NOISE PROBLEM. "******" arrived and I explained that I thought the problem might be with the blower wheel and/or motor. He said the motor needed replacement and did this repair. I also asked him to check to see whether the coils (roof-top) needed cleaning. He said they were 50% dirty and recommended they be cleaned. However, that service would need to be rescheduled. Unlike other A/C technicians I have used, ****** failed to test the system before leaving to ensure that everything was working properly. He left. My A/C was "on". However, after an hour it was obvious that is was not cooling - despite the fact that this was not the original problem. I immediately called the office and reported this. Incredibly, I was told that a new motor had to "reset" itself and I should wait 24 hours before calling back. I checked with a Dona Ana County Inspector and asked whether this made any sense to him. He said "NO". The next day, I again phoned the office and reported no cooling. Midday, ****** returned and now told me that the freon line was frozen. He said he turned it off and would have to wait for it to thaw, before returning to add freon. He left. I phoned the office to ask if they were going to do this at their expense - given he failed to properly complete the service call the prior day and I had already paid service labor. I was told "no". I asked to speak to a supervisor, but they refused. Apparently, management is too arrogant and/or too cowardly to address a customer directly. Bottom line, I was expected to pay a duplicate full labor charge regardless of the company's failures. At that point, I told them to not have ****** return and to cancel the coil cleaning appointment - if already made. Did this in order to cut my losses.

  

  Business response

  08/21/2023

  I notice that Ms. ******** does not want any further communication from our company as stated in her complaint. I am generating this response because we respond to each incident received. I have gone back and listened to the phone conversations regarding this issue. Due to the fact that our entire office staff is new and VERY green (very little knowledge about HVAC - everyone is learning), the situation could have been handled much better for this customer. The office staff attempted to explain that to drop the temperature in the space, it would take time to feel the results of the system functioning upon completion of the repair since the temperature was high in the home, that it would not be instantaneous. She used phrases like the system needed to "adjust itself" and to "condition itself" which is inaccurate - I believe her thinking was the conditioned space would need time to come to temperature - not the system. I understand and appreciate Ms. ********** frustration and if the issue has not yet been resolved for her, we would be happy to take care of it for her, if she would even consider having us back out. We will definitely use this information as a training opportunity for everyone in the office in order to improve customer experience. 
  

  Customer response

  08/28/2023

  Complaint: ********
  
  I am rejecting this response because:
  
  
  
  Regards,
  
  ******** ********

   

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

  I am responding to the BBB response letter I received in re my prior complaint. I had wanted to respond via the web address provided in the letter, but there was no option to do so. **** **** installed a new motor. Immediately upon the technician's departure, a cooling problem developed - which was not the reason for the initial service call. During a brief visit the next day, this same technician now told me I needed freon. At this point, I had no confidence in this company's ability to provide competent service. I contacted a different company to diagnose and resolve the problem. This company's technician informed me that the new motor had been wired incorrectly, with the heat/cool wires switched and the rotation reversed. He corrected this. He also checked the freon level and informed me that NO additional freon was needed. Therefore, I was correct in not having **** **** return to remedy the problem(s) it caused. Had **** **** competently installed the new motor in the first place, no follow-up visits would have been required and no other service company visit would have been necessary. The blame lies squarely on **** ****. Reimbursement in the amount of $134.52 is required for the additional and avoidable secondary service call that was needed.

  

  Business response

  08/29/2023

  I have processed a credit of $134.52 back to her credit card. Thank you!!

*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. ↩