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Complaint Details
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Initial Complaint
05/02/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Rudd started installation of a new AC system at my residents 8-30-2021. Many problems and installation faults were noted a few days after installation completed. The new system did not work correctly and Rudd made multiple service visits to my property to diagnose problems and correct installation concerns. Rudd determined that the wrong unit setup was installed and would need to be replaced with a completely different unit. Rudd replaced the system and work finally ended 1-13-2022 with my hopes that everything was now correct. 3-1-2022 the system stops cooling. ****** Service Experts are called to diagnose the no cooling concern. The technician notes he cleaned the drain line and unit now works correctly. 4-28-2022 the unit stops cooling again. ****** is called again and over the time frame of a few months they come to the conclusion the expansion valve is causing the problem. I approve of the repairs and the work is completed. system works fine until end of summer. 4-17-2023 the unit stops cooling once again. ****** is called once again. This time 3 HVAC techs determine that the drain line for the unit is installed incorrectly and has to long of a run stretching the entire length of my house. I'm simply asking Rudd to fix their original installation problem and provide compensation for all repairs related to the unit not working as designed
Business response
05/04/2023
In 2021, our company did install a system for Mr. **** financed through the ******** Elec Coop partnership that we have. When the job was complete and payment was required, Mr. **** insisted on a discount of $2,600 and removed our company of any labor warranty and additional liability related to the installation. I've attached the email thread, which clearly outlines these terms, for your review. We agreed to the discount of $2,600 as well as no longer providing Mr. **** services. *** modified the loan paperwork for the reduced amount accordingly. Based on this agreement, Rudd declines Mr. ****'s warranty service request and will not perform free work or warranty services as that offering was null and void at his request in January 2022.Business response
05/09/2023
We respectfully disagree with your assessment and description of the job and passed all necessary inspections. The terms of the warranty were clearly explained when you did not want to pay in full. This matter is resolved in our perspective as mutually agreed upon in January 2022.Customer response
05/09/2023
Complaint: ********
I am rejecting this response because:The way this situation was described and outlined is accurate. No inspections were completed on the unit other than by myself looking at obvious problems caused by Rudd. ******** Electric Coop performed a blower door test and ******** County looked at the outdoor units only and never came in the house. The terms on the agreement outlined in email state that no warranty labor and future owed services would be provided. This problem is neither warranty labor nor owed services like check ups and cleanings. After reviewing all work performed by Rudd I made a gesture of good faith contacting the manager of Rudd to discuses how I felt about the whole situation at which time he agreed that a discount was appropriate. At no point was payment ever refused as you described. Once more I'm simply asking that Rudd take responsibility of their companies installation fault so the unit that was sold to me can function correctly once and for all.
Sincerely,
****** ****
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.