ComplaintsforCarefree Air & Water Management Inc.

• Initial Complaint

  08/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This complaint is again CareFree A/C We had our split a/c system with 3 inside units installed about 3 months ago. Last month one of the ********** units started putting out very bad odors. We called CareFree and they sent a technician over. He was here for less than 15 minutes and he left, explaining that he could find nothing wrong and would need to have CareFree call Mistsubishi for help. That was two weeks ago and they have never called me back with an update. I have called twice and have been promised a call back which never materialised. Today they told me that they cannot do anything until ********** gets back to them, and that ********** is very busy!! So, in effect, I am sitting here with 1/3rd of my system inoperable and CareFree wont do anything to fix my problem.

  Business response

  08/02/2022

  We installed a ******************* system a month ago,  after a few weeks the customer complained about an musty odor. 

   

  We immediate responded to service the complain within the same day of the call. 

   

  We told the customer plastic does not make a musty smell and it is coming from something in their home.

   

  Then for better customer service I gave them *******************'s customer care number to call and make a case number , this way the manufacturer who make the equipment can tell them the same thing. 

   

  I did that this am at 11:00.

   

  We handle all customers concerns right away ,but they also have to accept the diagnosis and the resolution we gave them. 

   

  Dont know what else I can do to satisfy this customer except for what I already did. 

   

   

  Customer response

  08/03/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  We never complained about musty odors and the business never made any mention of plastic. The odors are not present all the time. The odor is only present when the unit's fan is running and the a/c is not. Additionally, we are facing this issue with only one of the three units. And finally, the business never contacted me. I had to call them twice, and on both  occasions I was told that they were waiting on ********** to guide them on next steps. I reject the entirety of the message sent to you by CareFree. It is not factual.

   

   

  Business response

  08/03/2022

  My service Tech ***** was at the home on July 19th from 2:40 pm to 3:03 Pm as per the electronic invoice GPS times that the customer signed that he was satisfied with the work performed. The is no mechanical problems with the unit. Any odor is an environmental problem and to say it again, I advices that the best course of action is to call the manufacture at the ******** care number and they will resolve the customers complain. We are a mechanical contractor and every thing is working properly.  I want to help this customer but I cant do any more then I am doing now and they have not called the customer care line as of today. Once they do, he will get a case number and the manufacture will then call Carefree Air. We are the oldest ********** Contractor in the country and have an wonderful relationship with ********** electric. Please have the customer follow the proper course of action to resolve their complaint.  Thank you very much for the quick reply. We always want to please our customers is the quickest manner. 

  Customer response

  08/03/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  ***** the tech informed me that he could not diagnose the problem and he did not see any mold or water in the a/c. He further stated, and this is in the work invoice, that he was going to ask his company to talk to ********** to figure out what the issue is. At no point in time was I ever told that they suspected environmental problems. Additionally, exactly what course of action did the tech or the company take to determine that this is an environmental issue in my house? I have been presented with no such findings therefore I must reject CareFree's assertion that this is an environmental issue. As for it not being a mechanical problem, that might well be true, but that is not the only reason why an a/c might put out odors. CareFree has made absolutely no attempt to explain any of this to me, and they have made no attempt, as far as I have been told (or shown) to talk to ********** to determine what the manufacturer thinks.

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

• Initial Complaint

  12/20/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ************ call for 250$ Lied to by technician about the ac readings and about testing for the leak alleged Lied to by principle of business stating that the manufacturer , Mitshtisbi did not support this 2012 product anymore , therefore The entire system needed to be replaced at cost of several thousand dollars . I did ask for a refund of my 250$ from the principal owner . None of this is true and they know it The manufacturer says it is a lie and another certified contractor did verify that all the gas readings were normal , there is no leak. To boot the unit is working perfectly now With no repair at all . I did ask for a complete refund.

  Business response

  12/20/2021

  ell us why here...We responded to an emergency no heat service call that his ********** Ductless system was not heating. We are ********** Electric's number one vendor in the entire *** and have the highest credentials.

   

  This was a routine service call and handled professionally and the customer was satisfied at the end of the service visit as per his satisfaction signature. ( Electronic Work acknowledgement attached ) 

   

  We diagnosed a refrigerant leak in the indoor coil, proven with a electronic leak detector the shows a audible and light signal upon sensing refrigerant gas. The customer was there to whitness the test. At the end of the test, we advised the customer that the coil would have to be replaced and we can get him a quote. We advised him that adding freon to a leaking system is not a repair, It would be like putting air in a leaking car tire, it will just leak out again. ''

  ************* call in to my office and spoke to me. I advised him of the same. I told him that I will quote him for a new system if he does not want to replace the coil that is leaking. He asked about my dad who he admired and told me how pleased he has been with or company.

   

  I send him the suggested quote for the new system and made a follow up satisfaction call. 

   

  Today he called me and told me that he had someone else come by and add freon to the system. I guess he wants to keep putting freon in every time it leaks out which is not a preminate repair. I cannot help this man because my company cannot do that type of work as you can guarantee the work as it will keep leaking out. 

  Carefree Air remains to have the highest level of customer satisfaction. 

   

  Please review my comments and look at the photos that proove our high level of customer satisfaction and professional service.

   

*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. ↩