ComplaintsforWaccamaw Heating & Cooling, LLC

• Initial Complaint

  10/18/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  September 29, 2021. Business called to state our unit was erroring. They have had repeated site visits, and long periods of radio silence. Technicians consistently contradict each other. Today we now have no air nor heat. Issues have been ongoing for three weeks or so with no resolution in site. The company doesn't seem to care nor want to solve the issue. They've billed us $1079.50+ so far, and not fixed the issue. Would request that the BBB assist in communicating with the company, and logging the complaint count against the entity so that other people could take that into account when considering whom to work with for heat and air. Thank you. *********

  Business response

  12/13/2021

  Business Response /* (1000, 8, 2021/10/29) */ Contact Name and Title: ***** *******, President Contact Phone: XXXXXXXXXX Contact Email: ******@waccamawcooling.com On 9/17/21 we received a notification from the monitoring system we installed on the customers HVAC equipment. We proactively contacted them to let them know of the "High Super Heat" alert. There are 11 different possibilities for this alert. On the same day (9/17) our technician determined the unit was low on refrigerant due to a coil leak. We received the coil and installed in on the 9/28. We continued to monitor the equipment and on 9/30 we determined the unit needed an EEV board (most likely due to the unit operating for some time with low refrigerant levels due to the leaking coil). We were able to jump the board and keep the air conditioning on. On 10/5 we received sensors and installed them at no charge. On 10/18 an UNRELATED drain line clogged up. This is very common in the summer when the unit is creating a lot of condensation. We did this repair at no charge because of their recent issues although we have caused none of them. On 10/21 we received the EEV and replaced it the same day. The HVAC equipment is currently operating exactly as it should. At no point during this process did we fail to communicate or go "radio silent" as we are accused. In fact we made several visits to repair issues when industry standard procedure would have us wait until we received all of the parts and only made one visit to get the unit operational. Just like every other industry in the world, parts are very difficult to get. Items are taking much longer to arrive than they have in the past. We feel everyone in the country, in every industry would agree. We feel we made every effort to install every part as we received them and did everything possible to get the homeowner's equipment running properly. We believe we have now achieved that task and hope they would drop this complaint.

*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. ↩