ComplaintsforQuality Comfort Heating and Air Conditioning, LLC

• Initial Complaint

  02/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hello, In 2016, I purchased a home and the sellers put in a NEW ****** Furnace and Air Conditioning unit with a heat pump. In 2017, I started using Quality Comfort Home Services for all my diagnostics, repairs and tuneups. In June of 2019, Quality Comfort installed a new compressor that had stopped working. Total cost- 1298.00 dollars for labor ONLY. The compressor was under warranty. On January 7th of 2022, the compressor AGAIN stopped working in the middle of winter. I had four companies involved. Company one came out the next and said compressor stopped working and gave me an estimate to repair or get a new unit. Both options were very high. On Monday, I had Quality Comfort come out since they were not avail. until late Saturday and were coming out for the same scenario - compressor out. They assessed situation as company one did with a high estimate coming the next day on Tuesday. During this time, we ran on auxillary mode for heating until company number 3 and 4 came out. Finally, company 4 said, "let's investigate thoroughly what has happened the past few years with the compressor and check for reasons WHY it's going bad". Company 4 discovered it needed a crank case heater to go along with a new compressor. They cleaned out the acid in the line and also changed the small filter casing at the furnace. None of the other companies including Quality Comfort Home Services, considered doing or part of the estimates. Company 1 and 2 had estimates at 5500.00 to 6000.00 dollars with replacing unit outside. So, a new unit in 2016, another new compressor changed out in June of 2019 and now in January of 2022 a THIRD compressor changed without a CRANK CASE HEATER installed to avoid problems of cold weather and pressure. Quality Comfort refused to fix the problem and wanted to replace unit outside at 5500.00 dollars. Company 4 charged 1900.00 dollars for parts and labor. This included: new freon, new compressor, new crank case heater and filter near furnace. Thanks!

  Business response

  02/10/2022

  Most of what the customer is stating is accurate. In 2019 Quality Comfort replaced the compressor, bi-flow filter dryer, and repaired a leak at the line set. The inaccurate part of the statements is where the customer states there was a refusal to fix the issue. We gave the customer two estimates; one to replace the unit and one to repair the unit.  It is unclear how this equates to a refusal to do the work.  Quality Comfort was not made aware of the recommendation of company 4 to replace the compressor with a crank case heater until after the customer already had the work completed by company 4.  If we were aware of this recommendation we could have revisited the home to determine if we agreed with this diagnosis. If the customer wanted some type of reimbursement for any of the work performed related to the compressor replacement in 2019, we feel it would be in the customers best interested to advise us of the ask PRIOR to paying someone else to do the work.  Additionally, we also provide a one year labor warranty on repair work, the recent incident was outside of this time frame.

  With regards to pricing, there are multiple factors that go into running a business, all of which influence the cost to the customer. We are not in the business to price gouge customers. We are a fair, honest company who prides ourselves on giving customers options and letting the decision ultimately lay in their hands.  Ultimately, our options did not work for the customer and the decision was made to work with another company. 

  Customer response

  02/10/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  Regards,
  
  ****** *******
  

  Customer response

  02/13/2022

  WHY did I have to get my A/C unit outside repaired for the THIRD Time!?!  A great question! Let's start with ******, the manufacturer who assembled this unit in 2015 with a warranty. In 2019, without doing research and/ or investigating why a compressor would be needed to be replaced, Quality Comfort sent out a technician (who no longer works for them) to replace the compressor only. The repair was under a parts warranty as explained. The labor for one tech. and a three hour labor time to complete was 1298.00 dollars!! 

  Again, in January, 2022, the compressor went bad AGAIN! So from 2015 with a brand new unit to last month, THREE compressors have been installed. Four companies were brought in to address the situation. Company ONE came in and gave us two options: replace compressor, fix feron (acid check and filling) and adding a crankcase heater for 2500.00 dollars.  

  Company TWO came in (Quality Comfort) and sent me ONE option of replacing unit and fixing misc. for 5300.00 dollars. Company THREE assessed the situation and explained what needed to be done. They never gave me a quote just checked out unit. Company FOUR, came out and said let's start from the beginning and figure out WHY a compressor would be needed. They looked at how far the line was from A/C unit to furnace (longer than normal), the amount of "bad" freon from the acid in the line and noticed a crank case was not installed either.  They said with Cincinnati having COLD winters, the temperatures of the oil would need to reach a certain level or the compressor would start running "hot" and wear out quicker. AGAIN, three compressors in a seven year span is NOT NORMAL!

  With company FOUR, i had to get it fixed. The repair bill was 1900.00 dollars. MY MAIN ARGUMENT IS: If Quality Comfort Home Services (Company TWO) would of done a thorough inspection when the second compressor went bad, I would not have needed a third compressor installed after 2.5 years. The compressor should of lasted 10 plus years! Therefore, I feel there is neglect on Quality Comfort Home Services part. I should not of had to repair a compressor then! Sincerely, Ron Bashara

  Business response

  02/15/2022

  The decision to move forward with the compressor replacement in 2019 (knowing the price) was a choice the customer made.  He was not forced to spend the money with us.  Again, we stand firm that if the customer had come to us with Company 4's recommendation before paying for it we could have come to a compromise but that was not the route taken.  Without knowing more details, it does not make sense that the solution Company 4 has found will actually fix the problem.  This is a difference in expert opinion. 

  Customer response

  02/18/2022

  As mentioned previously, Company 4 did the research and investigated why a compressor would need to be replaced after 2.5 years already. They determined that living in Cincinnati, the temperatures in the winter would put extreme wear and tear on the compressor WITHOUT a crankcase heater. The line from the A/C unit was considered longer than normal to the furnace for the freon and oil mix to hold the proper temperature during low temp. outside conditions. 

  If Company 4 did not do these steps, the compressor would have to be replaced again! Quality Comfort DID NOT do their research and just changed out the part without considering the NEED for a crankcase heater.  Quality Comfort wanted to replace my outside A/C unit and some misc. work for 5,300 dollars. There was NEVER a quote sent to me to fix the compressor properly. I have attached what they intended to do and charge as mentioned.

  Replacing the compressor THREE TIMES in seven years seems unheard of especially when the parts is under warranty for ten years. Quality Comfort installed the second compressor with only a one year warranty! ******** original equipment had it for more that one year!

  I spent 1900.00 dollars to fix what was neglected and unsatisfactory work from Quality Comfort. 

  Business response

  02/28/2022

  Again, while I hear your complaint, Quality Comfort will not be refunding any money for work that was performed 2 years ago.  

  Customer response

  02/28/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  Regards,
  
  ****** *******
  

• Initial Complaint

  09/21/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 9/9/20, we purchased a ** ****** **** **** ***** HVAC unit from Quality. Total cost including installation was $5197. Since installation last September, the unit has never controlled the room temperature properly. In winter and this past summer, it never maintained the set temperature. It could be 10 degrees below the set temperature and the AC not running. We called them in to service the unit a few months after installation, and they said it was operating properly. They said that it was installed in the wrong location. To be fair, it is in a sunroom, but their sales person (who was later fired) assured us that it would adequately heat and cool the room where we chose to locate it. Their installers never mentioned anything negative about the location. The problem is that the unit does not control. We tried to reach a factory representative, but was told to go back to Quality for help. I would have sent this in sooner, but was trying to work out a solution with Quality.

  Business response

  10/11/2021

  While working with the customer to resolve the issues, the customer verbally informed our current Operations Manager of communication between the customer and original sales representative.  The customer stated he and his wife were informed of the possibility of the equipment placement affecting the operations and chose to invest and move forward with this placement anyway. We have worked tirelessly to rectify this situation however the customer has refused any type of re-installation.  We are more than willing to work with the customer however if he/she is unwilling to work with us we cannot rectify the situation.  

  Quality Comfort Home Services prides ourselves on good customer service and the ability to resolve any discrepancies in a fair manor. This complaint is incongruent with our plethora of positive reviews and feedback. 
  

  Customer response

  10/20/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  Regards,
  
  ***** ***********

  The supplier response is untrue. We were told by the salesman at the time that the location we chose would work fine. Why would we invest over $5000 on a piece of equipment that we were told wouldn’t work?  The unit continues to not control room temperature.  Last week we turned on the heat at 70 degrees and the room heated up to 76. Even reducing the settling to 66 had no effect. The unit kept blowing out heat.

  Business response

  10/21/2021

  Again, multiple options have been given to the customer to try to resolve this issue. It is unclear at the time how he would like us to resolve this complaint.

  Customer response

  10/21/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  Regards,
  
  ***** ***********

  Their options involve us spending $1000 or more.  Why should I throw good money after bad?  I would like this unit repaired, because it still doesn’t control the room temperature or replaced or my money back.  I think there is something intrinsically wrong with this model that they are trying to cover up.  When I called the manufacturer ** and gave them my model number they wouldn’t talk to me, just referred me back to Quality.

  Business response

  11/03/2021

  ** has not given us any reason to believe this model unit has been recalled or has anything malfunctioning.  Per our experts, the reason it doesn't keep temperature is because it is designed to sit high on a wall and not low. The estimate provided which would require additional payment was to relocate the indoor head. If the customer would like to move forward we would need to come back to measure the space and ensure it would indeed fit in the new space high on the wall. We are happy to do that for any customer. 

  Customer response

  11/05/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  Regards,
  
  ***** ***********

  At the time of sale, the salesman did not say that it would not work in the lower location, neither did the installers when they installed it.  I can not believe that moving the unit 6 feet higher would cause it to operate correctly.  Why should I pay $1000 more to take a chance?  If it still didn't work, they would find another excuse.  Currently, the unit is set on 60 degrees to heat and the room is 72 while outside it is 43.  I believe that mounting a controlling thermostat on the wall across the room would help, but they say no.  Obviously, Quality does not stand behind their products, and they are not willing to help us.  I'm sure they made a profit on this unit.  So to bring this issue to an end, we would be willing to settle for their 20% margin returned and live with the erratic behavior and temperature inconsistencies of the unit.

   

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