Complaints

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• Initial Complaint

  Date:10/26/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 2/10/22 I paid $8995.00 to Appliance Parts Center **** (APC Service) for a new **** system (Invoice #****). On 8/7/22 I emailed ***********************, APC Service Manager, and reported noises in a bedroom coming from inside the bedroom wall where the liquid and suction lines run from the attic to the downstairs level and outside to the condenser. In the previous 22 years of home ownership there was never such a noise.We emailed back and forth for a while but the service manager merely presented theories about what might be causing the noise and basically said that if there was a cooling issue he would address it. He finally sent out 2 technicians after I emailed him a specification sheet from the **** manufacturer that discussed the proper refrigerant line sizes to be used on installation.This was in the 4th week of Sept. One of the technicians took all of 5 minutes to discover that the refrigerant lines were rubbing against the flashing where they exited the house. A simple position adjustment eliminated 80% of the first noise. The two techs then witnessed the squealing sound in the bedroom (second noise) that occurs when the ** shuts off. They did not have an answer for that.The service manager feels that he performed a good installation and is unable/unwilling to help me. He personally has not showed up to hear either of the 2 noises. Yet he has the audacity to bloviate on and on how I, the customer, is more sensitive to noises than the average person, and he compared this to the sound from a downstairs wall when an upstairs toilet is flushed. The squealing noise occurs every time the ** cycles off! No one could fall asleep in this bedroom with this noise. The vibration noise from the wall has been diminished to ~20% of its initial volume. The squealing noise continues; it lasts for five minutes after each and every ** cycle. The service manager has stated via telephone that he is not interested in working with me further.

  

  Business Response

  Date: 11/30/2022

  This is currently an open investigation with the contractor's board; therefore, we can't provide any type of response as of now since we don't have results from that investigation. 

  Customer Answer

  Date: 11/30/2022

   
  Complaint: 18311283
  
  I am rejecting this response because:  The "response" does nothing to address my complaint to the BBB.  It is not a response. Who does he think he is?  *****************?  He can't respond because his taxes are under audit?  He can't respond because the *********************** is investingating?  Nonsense.  APC can respond, but he fails to do so.  The problem with the **** system still exists.  APC has no plan to remedy the situation.
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 12/01/2022

  At APC we strive to always provide a satisfactory experience with any service, repair, or equipment installation.In this case we installed an Air Conditioning System back in February. This system is what we would consider a standard installation with a few modifications to bring it up to current code requirements.  A city permit was pulled and a mechanical inspection was conducted to ensure code requirements and proper installation procedures were performed. This is a mechanical system that does generate some normal sounds when functioning as it involves transfer of  refrigerants through the " existing, original to the home, refrigerant lines in the walls. The homeowner says he discovered sound that was not previously present.  It was evaluated by our installation/service team and determined to be a normal, proper functioning system. However, the home owner has made it clear that he is not satisfied with our determination and has reported his issues and concerns over to the ******************************. An investigator from this office made contact with us, requested information, documentation in connection with this install and assured us that this is part of their case load and is an active investigation. At this point, we are patiently allowing this process to take place as it may possibly provide an unbiased outside opinion. We value all of our customers satisfaction and concerns while at the same time, adhering to extensive service, repair and installation experience. 

  Customer Answer

  Date: 12/01/2022

   
  Complaint: 18311283
  
  I am rejecting this response because:  This is more nonsense.  An "objective opinion" from an outside party is not required.  It is not tolerable to have a squeal noise in a bedroom from freon in a pipe. No human being could fall asleep with this noise present.  His personnel are welcome to try.  This is physics.  A noise in a pipe containing a fluid results from physics.  My best guess at this point is that a valve is not closing fast enough and the freon is squeezing thru it, and making noise while doing so, until the valve closes completely.  I reported 2 noises.  When APC men came out, they reduced the first noise by 80% after they found the suction line rubbing against flashing near the condenser.  APC only came out to look at things after I sent a vendor diagram to them stating *************** size to use with this unit (the current pipe is smaller than the spec).  What have they done about the 2nd noise, the squeal?  Nothing.  I contacted the supplier, *******, but they do not deal with the consumer, they referred me to the installer, APC.  Has APC contacted Goodmant about this question?  It involves, physics, a fluid in a pipe, that is how air conditioning works.
  
  Sincerely,
  
  ***********************