ComplaintsforC&C Heating and Air, LLC

• Initial Complaint

  08/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Tue 7/18/23, I reported to our home warranty (Old Republic) that my central AC was blowing but the air wasn't cold. I soon received an email that C&C Heating and Air would be the ones to contact me about servicing the unit. I hadn't heard from them by Thu., so I called them and left a voicemail. They called me back later that day and scheduled a visit for the following day (Fri.) Their visit on Fri. was exactly as it should have been. I have no problems with that. The person did tell me that we would probably get a call from Old Rep asking us to authorize this repair. Old Rep contacted us the following Tue., and we'd authorized the repair (the compressor.) We were told that it would be at least 7-10 days for parts to be ordered and to arrive, but then then C&C would contact us to schedule the repair. On the 9th day, I still hadn't heard anything, so I texted C&C (their official phone is a cell phone), and they called me back later to say they would try to find out what was going on and that they'd get back to me on Fri. They did not contact me on Fri, so I texted them again and again on Mon. On Tue, two full weeks after we'd authorized the repair, Old Rep informed us that the wrong parts had been ordered and that they weren't able to reach C&C for correct info. Both Old Rep and I called, emailed, and texted C&C many times over several days with zero response. Eventually, C&C did respond, however days later, Old Rep contacted us to say that they couldn't find the part for our AC (it's fairly old), so we would need to replace the entire thing. We authorized that last Thu. 9/18. Yesterday, I'd texted C&C to find out a timeline. Today my husband called Old Rep for a status update, and apparently they haven't been able to get in touch with C&C to find out what equipment to order. It has been over 6 weeks since I first reported the issue, and C&C has been nearly unreachable. At this rate, I will spend almost the entire summer without AC before it's fixed.

  Business response

  08/25/2023

  Attached you will find a zipped file containing screen shots of email documents to our company from Old Republic Home Protection Warranty Company beginning with the initial work order request on July 18, 2023, @ 10:30 pm, and one showing where we scheduled our initial appointment with Mrs. Horne on Friday, July 21, 2023, 11am-1pm. Our Sr. Technician found the compressor was not working and needing to be replaced. He contacted ORHP on Monday, July 24th after calling our suppliers on Friday afternoon to find out information on the compressor needed to complete the repair. After speaking with ORHP authorization department on to obtain approval, he was told they would get back with us via email with the approval authorization once it was approved by a supervisor. We received an email from ORHP on July 25,  2023 @ 11:51 am (attached) letting us know that the compressor replacement had been approved,  but they were still waiting on verbal approval from the homeowner on non covered costs. We then received an email from ORHP on August 8 @ 11:11 am (attached) stating that Carrier as showing the replacement compressor as a Scroll compressor not a Reciprocating as our technician had requested (what was in the unit). He called back into authorizations on July 11th and explained why it had to be the Reciprocating no Scroll compressor because of the space inside the condenser for the compressor. We again on August 10th @ 9:23 am received yet another email (attached)  from ORHP regarding the same issue of the compressor type wanting us to call to review information again, so technician once again called ORHP and explained everything. On August 10th @10:48 am, I received an email through our dispatch system from Mrs. Horne (attached) requesting status to which I responded on August 10th @ 1:48 pm (attached). On August 15th @ 4:03 pm, we received an email from ORHP (attached) asking us to call in to do a replacement authorization for a condenser since they weren’t able to get the compressor that was needed. Our technician called in first thing the next morning to ORHP on August 16th and provided the information needed to replace the condenser as well as the Cased Evaporator Coil due to changing from old R22 system to a new R410-A system which required a new Cased Coil. We received another email from ORHP on August 16th @ 3:38 pm (attached) requesting the same information that was called in earlier that morning. I called in to ORHP and let them know that the technician had already called this information in earlier that morning. On August 17th @ 9:10 am we received yet another email from ORHP (attached) wanting technician to call in to clarify why the indoor was needed and was it due to compatibility of refrigerant. The technician again called ORHP on August 17th, to re-clarify that the Cased Evaporator Coil was needed due to refrigerant compatibility and that is had to be replaced. I received another call yesterday, August 24th, @ 12:31 pm from the authorization agent once again stating that the purchasing department was question why we needed a cased coil, why couldn’t it be an un-cased coil in an air handler. I once again explained to her that this was a straight ac system with gas (furnace) heat and that this system for the air conditioning side uses a straight ac condenser and a cased evaporator coil which sits on top of the gas furnace. Heat Pump air handlers are what use slab or “A” style coils inside the cabinets not furnaces. I also provided the agent with my personal mobile phone number to pass along to the purchasing department if they had any further questions to have them contact me directly. I also immediately call and left for our SC Contractor Rep for ORHP (Joe) @ 12:41 pm on August 24th, 2023, after talking with authorizations. I know Mr. And Mrs. Horne are frustrated with this process, as are we. Between our Sr. Technician and myself, we have spoken with authorizations multiple times each regarding the compressor issue and it having to be the exact same model number that was being removed, to, each of us having called in and myself also receiving calls from ORHP regarding the purchasing of the new condenser and cased evaporator coil needed to complete this job. I told both the authorizations agent, and Joe in my voicemail left for him on 8-24-23, that this was very frustrating for the homeowner who has been without air for more than 30 days, as well as for us as a contractor trying to get the equipment order through ORHP in order to take care of their customer who is in turn our customer as well. There is nothing else we as a contractor can do to complete this repair until the homeowners Home Warranty Company (Old Republic Home Protection) purchases the equipment for us. I do apologize for any convenience to the Horne’s in this matter and hope that we get another email from ORHP before close of business today letting us know that they have finally placed an order for the equipment needed.

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