ComplaintsforPacific Air Comfort Inc

• Initial Complaint

  09/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  In the fall of 2022, I contracted with Pacific Air for a new heat pump. I was originally told that this would entail a new furnace as well but after inspecting my furnace in the attic ******************* informed me that they could just replace the coils in the existing furnace to match the new heat pump. Once installed the furnace could not cool my home to the set temperature and as winter rolled in, it could not heat my home to the set temperature. I purchased a new thermostat and it gives me warnings all the time that the system is not functioning correctly. I then started paying electric bills from $600.00 to $800.00 monthly. The system constantly flip to furnace instead of the heat pump even in mild temperatures. Pacific Air has sent people out at least 10 times but the problem is never fixed. They keep telling me that the system should work on paper, but it does not and they seem tired of dealing with it and ignore me now. I cannot afford these electric bills nor to pay another company to do it right. I am 100% sure that it was the shortcut on the furnace in the attic. I want a new furnace put in my attic or complete compensation for a defective system so I can afford to hire another company to do it right. I no longer trust Pacific Air at all.

  Customer response

  10/17/2023

  The company did contact me directly and are suppose to be at my home tomorrow, 10/18/23 with a team of people, including a rep from the company that made the heat pump and have promised to go over the system from head to toe to try to locate the problem.  I am hoping to find a resolution at that time. We will see

• Initial Complaint

  08/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They installed ac/heat pump in our house in 2012. From the very first day they installed it, it didnt work. It continued to break over the years. We pleaded for a new unit from the beginning and they kept fixing it telling us it was under warranty so lets just try this. The same issue is still occurring that occurred from day one and now they are saying it is not in warranty and it is not their problem. I now got a letter saying if I wanted to speak to them I needed to contact her lawyer. I have several invoices from all of the fixes.

  Business response

  09/08/2022

  Per our records (as no one from that time period is currently with Pacific Air Comfort) we installed the **** system for ***** Homes at ************************************************************** 97355.  
  
  As per our records here are the timelines: 
  
  [2013]
  
  FieldEdge System 1/24/2013  Invoice #***** | Work Order # Job # ****-R12 Furnish ***** Install ***************** Heat Pump Model # AS4TWB3042B with AONT602A-F22MA stat per WO 00013306
  
  FieldEdge System 1/30/2013  Per Start up card in file, startup completed 1/30/2013.
  
  
  FieldEdge System 1/20/2013  Invoice #***** | Work Order #***** No Heat: IHW I found R410A pressures very low, added 2lbs 9oz R410A. Unit is operating better, pressures are still low. 
  
  FieldEdge System 2/28/2013  Replaced TXV scroll compressor is unseated, needs compressor.
  
  
  FieldEdge System 3/8/2013  Removed old and replaced with compressor, recovered refrigerant, pumped down, prove no leaks and charged system. All normal.
  
  FieldEdge System 3/27/2013  Invoice #***** | Work Order #***** O/D Unit Froze: IHW Troubleshoot heat pump, checked system charge and for proper operation. Unit will not go into defrost when pins are jumpered. Talked to tech support, they want defrost board and sensors replaced. Replaced defrost board and sensors, cycled unit and checked for proper operation.
  
  [All the above dates occasionally occur when installing new systems  (i.e. such as when you purchase a new car with recall notifications)]
  
  [2016]
  FieldEdge System - 06/09/2016  Invoice #***** | Work Order #***** No Cooling: After check of system, found TXV to be sticking. Will order new, parts are still under warranty.
  
  FieldEdge System - 06/27/2016  Invoice #***** | Work Order #***** Repair: Pumped down system. Removed existing TXV and liquid line drier. Installed new TXV and drier. **** tested to 475psi with Nitrogen and bubbles, none found. Held pressures for 30 minutes. Evacuated to under 500 microns. Dumped charge, test ran system, 105psi suction, 300 discharge, 10 subcooling, 19 Delta-T. No issues noted.
  
  [2017]
  
  FieldEdge System - 07/24/2017 Invoice #***** | Work Order #***** No Cooling: Found system low on Freon, performed leak search at TXV indoor, TXV outdoor, ******* valves. Used bubbles and electronic Freon detector, did not find leak at this time. Need to return and pull Freon out of system, use Nitrogen for leak check. Recommendations: Reclaim Freon, Nitrogen test/leak check, vacuum system/add 7lbs 7oz Factory charge.
  
  FieldEdge System - 08/03/2017  Invoice #***** | Work Order #***** Leak Search: (IHW) Reclaimed Freon from system 7lbs 4oz, pressure tested with ********************. Tightened ******* cores, did not find a leak. Pulled vacuum on system, add 7lbs 7oz R410A, tested operation of system, 8 degrees subcooling, Delta T 21 degrees. Recommendations: Yearly maintenance, filters every 3 months or till dirty
  
  [2019]
  FieldEdge System - 06/30/2019  Invoice #***** | Work Order #***** Leak Search: Searched for a leak on 450 psi, and found no leak. Removed extra filter drier, vacuumed and delta t is operating correctly. Recommendations: Continue Annual Maintenance
  
  [2020]
  FieldEdge System - 01/16/2020  Invoice #***** | Work Order #***** Pressure Check Upon arrival customer states system is running properly but wants a leak check due to needing a charge of refrigerant yearly. Checked all possible connections with soap and bubbles; no leaks found. Changed filters, Delta T 18 rise, aux heat working properly. Stat seems to fluctuate temp often. Lowered fan speed from high to medium low. System working properly upon departure. Recommendations: Change filter every 3 months Continue annual maintenance
  
  FieldEdge System - 05/27/2020  Invoice #***** | Work Order # Recovered 3lbs 4oz R410A, isolated heat pump condenser from line set and evaporator, pressure tested -passed- vacuumed to400 microns both sides, vacuums held at 700 microns for 20-30mins with no rise. System seems tight, only leak found was vapor line ******** core. When removing cap, cap popped off due to back pressure. Replaced all ******** cores, recharged with 7lbs 14oz R410A, final pressures Low115/High305 5H 12 , 5C 8 at 75 , indoor ********************************************************* case of future leaks, system is up and operating normally at this time. Recommendations: Pressure check in the fall for possibly ultraviolet search.
  
  FieldEdge System - 06/11/2020  Invoice #***** | Work Order # Replaced thermostat with T6 Pro, customer not satisfied with *****, also thermostat needs EM Heat lock out. Recommendations: New Glass smart thermostat-IHW.
  
  FieldEdge System - 06/28/2020  Invoice #***** | Work Order # Upon arrival I replaced existing thermostat with new Glass Stat then programmed and showed customer how to sync wireless connection to phone app, I locked out AUX heat at 34 then tested the system and all was normal upon my departure.
  
  FieldEdge System 7/28/2020   Gave customer standard PSA **************** Agreement) for 3 yrs. FREE per *********
  
  
  [2021]
  
  ******************** - 01/20/2021  Work Order **** , Task -No Heat, Customer said he heard the hp making a sound, so he reset the tstat. They think the tstat is broken. 1/20 3-4 pm arrival time. IHW Customer will not be home until 4:30. Customer says husband was messing with the tsat and wiring
  
  ****************** - 01/21/2021 Work Order **** Upon arrival customer says hp making strange sound and reset breakers and not turning back on, tested system after turning breakers back on, found shorted 3 amp fuse replaced, tested HP heating, cooling cycles, found system shorting across R and Y with thermostat off, found internal short in thermostat, installed temp stat until new stat ordered, also found pitted contactor at HP replaced, tested hp cycle pressures temps amps, all system normal until return with thermostat.
  
  ****************** - 01/25/2021  Work Order **** Upon arrival customer says HP turning on and off overnight, but is currently working, tested heat cycle, checked pressures 355/90 **************************************************************** short, tested defrost cycle as well, found no issues present at this time, scheduled to return visit to diagnose further issues, all systems normal at this time.
  
  ************ on 02/01/2021 Work Order **** Replaced tstat with an ecobee. System short cycling after 15 min. Sound HSP wires ********. Bypassed LSP and HSP and system ran normal. Need to replace both censors
  
  ******************** - 02/09/2021 Work Order **** Installing high pressure and low pressure switches. 2/17 9-10 am arrival time
  
  ******************** on 02/17/2021 Work Order **** Any calls after today scheduled, if it's not something that has not already been fixed is NOT IHW. Customer has not paid in a year, and there are different problems every time, she states that she has an "hvac friend".  This friend could be working on the equipment, so IHW would no longer be an option. Also, via ****, we will not be giving her a free unit, but we can give her some type of discount if she would like to purchase one. Customers 10 year warranty is ** in October of 2021.
  
  ****************** on 02/17/2021 Work Order ****  In response to recommendations: Replaced low and high pressure switches on HP, reclaimed system, sweated in new switches, charged system to 350 psi nitrogen, held for 15 min, triple evac system to 500 microns, charged system to 8lbs R410A, tested hp cycle pressures 355/93 22 delta t, all systems normal at this time. IHW
  
  ****************** - 10/06/2021 Work Order 8352  PSA 1 of 4 AH/HP Inspected all electrical connections Tested indoor blower cap 10ufd(in range but suggest replacement next year/visit) Tested thermostat Checked aux heating/amps Checked filter(customer replaces frequently) Tested HP dual cap 45/7.5 out of range(replaced IHW) Tested hp heating cycle pressures 350/97 (*22 delta T) Checked defrost cycle Tested cooling amps temps All systems normal at this time.
  
  ************************ on 11/05/2021  ******* called in today about a past due invoice she received from January. Work was covered under IHW and doesn't owe at this time, but that warranty expired as of October 2021. (Appears invoice was waived) I informed her that and she wasn't very happy. ANY other work done is NOT covered under IHW. As per ****, we will not be extending this warranty or giving her a free unit, but we can give her some type of discount if she would like to purchase a new one. Please see the note below from 2/17/21 for more info.
  
  [2022]
  
  April M. - 06/27/2022  Work Order *****   check system customer seems to think its low on freon.
  
  ****************** - 06/28/2022 Work Order ***** Upon arrival customer says system not cooling. Checked cooling pressures low added 3 lbs. r410a and super sealant to system. Will recommend customer to speak with warranty **** from ***************** to discuss further matters. System working normal at departure
  
  ****************** - 07/26/2022 Work Order ***** PSA AH/HP Replaced both 1 filters Cleaned cabinet Inspected all electrical connections Tested thermostat Checked EM heating Tested blower capacitor Washed condenser coil Tested cooling cycle pressures amps temps 20 delta T Checked dual capacitor universal in range Checked heating cycle and defrost All systems normal at this time.
  
  ************ - 08/11/2022  Spoke to ******* regarding hvac system, sorry for the delay in getting back to her that I have reviewed all her notes in system, best guess is there is a very very slow leak in her system as we put in the leak search dye it could be in the line set which would be very hard to detect could be caused by nail or anything rubbing against it but does not appear to be in system as we could not see any dye.  Also let her know that we researched her warranty and found it to be a five (5) year warranty from manufacturer rather than ten (10) year warranty that we inadvertently thought she had.  At this time we would recommend that they reach out to the manufacturer and address the continuing issues they have had and concern with system from the start.  ******** response was she wouldnt be contacting the manufacturer but would be contacting her lawyer.  Discussion ending at this time.  
  
  ************ - 08/11/2022  Emailed *********************** (our attorney) advised him of the situation, he directed us to send her a letter stating that all communications be directed to him only.  
  
  ************ - 08/12/2022  ******* called leaving message on voicemail asking us to send all communications from previous points of contact with them.  
  
  ************ - 08/12/2022  Sent The Millers a certified letter stating all communications with will need to go through ************************  
  
  
  Pacific Air Comfort Policy: After first year from installation, we have a 100% one (1) year Labor ***** parts in house warranty (IHW).  After Pacific Air Comfort, **** warranty expires, we follow manufacturer warranty which varies from ownership, brand of equipment, type of equipment installed, etc. This covers most large items, compressors, boards, motors, etc., but does NOT cover labor ***** wear and tear items such as capacitors, contactors, refrigerant, etc.  This is industry standard. 
  
  
  Conclusion: 
  We have been nothing but professional and courteous to Mr. ***** *****************,  going above and beyond what is the industry standard with their **** issues.  Over the course of more than 9 years the customer has paid a total of $398.50 for a repair preformed in 2016.  Mr. ***** ***************** have received from Pacific Air Comfort, ****;  a complimentary PSA (valued at $675.00), thousands of dollars of man hours, parts, refrigerant, etc.  At this time the best suggestion for the Millers was that they reach out to the manufacturer to discuss on going issues with their equipment, as it is registered in their name. Currently any resolutions would need to come directly from the manufacturer.   Per *****************,  she stated is was not her responsibility to contact the manufacturer that was our job, but when we tried to explain this to ***************** she wasnt interested in pursuing this next step and stated she would be contacting her attorney.  At this time we stated she needed to do what she felt was right for her to do. 
  
  
  Thank you for you time and reading the above information, if you should have any questions, please feel free to reach out to ******************* or ***********************.

  Customer response

  09/08/2022

   
  Complaint: 17720768
  
  I am rejecting this response because: All of the the things that they stated they did. However, as you can tell the system was broke from the beginning. No system should no things replaced and or fixed that many times in that short amount of time. We requested a new unit as advised by pacific air and comfort technicians. Pacific air and comfort refused to seek replacement for the unit and counted to tell us lets try this fix. You have 10 years to request a new one. It finally came down to being close to 10 years and as you can see from the notes it is not fixed so we requested a new unit again. We were then told it wasnt a 10 year warranty and that we couldnt do anything about. I do not feel I should have to contact the manufacturer. I am not sure how this company believes they did all the weight things when they kept  a bandaid on the problem instead of seeking a solution from the beginning. 
  
  Sincerely,
  
  ***************************

  Business response

  09/21/2022

  It appears that there were some issues with the unit in the beginning but they were issues not uncommon. It is similar to buying a new car and getting a recall notice(s) within the first few months. The issues were addressed. In the notes from the Tech, you can see that they reached out to the manufacturer Tech support and were directed by them what to do. The work was performed and the unit then worked for years. No HVAC company can just pull a piece of equipment. They are required to go to the manufacturer who then determines the path to take. Again, the work was done as per the factory and the unit worked. Years later another issue arose and appears to be a leak. Leak searches were performed using leak dye, nothing was found at the equipment. As stated prior, the leak could be anywhere including in the lineset which runs between the indoor and outdoor unit. The lineset may have been punctured by a nail when work was being performed on the home or a picture was being hung, issue with the lineset are beyond our control. 

  The warranty period on this unit was five years but we covered it for nearly ten. We feel we met all our obligations and beyond to the point of providing a free *************** Agreement for their patience.
  

  Customer response

  09/23/2022

   
  Complaint: 17720768
  
  I am rejecting this response because:

  Multiple techs told us over the years that the unit needed to be replaced. We were told that pacific air and comfort would reach out to the manufacturer regarding a replacement of non of the things performed worked, but that never happened, and the unit still has problems. We were also told by their techs that the system has so much dye in, it cant function properly. We have discussed this your techs and with multiple ac/heating companies who all have stated it is not normal to have to keep replacing the txv. We do not feel it is normal to have a system worked on approximately 20 times in under 10 years. 
  
  Sincerely,
  
  ***************************

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