ComplaintsforGlobal Central Air Services, Inc.

• Initial Complaint

  08/26/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Our Church took bids to replace a non-working air conditioner unit at the church in July. Bids from 4 companies were obtained. Global central air services submitted a bid on on 7-19-21- they proposed to replace our existing unit with a 7.5tons new Carrier(Model#48tcdm08a295-0a0a0) for $8,660.00. The other bids ranged from $8,900.00 - $10,000 for a 4.5tons or 5tons unit. We accepted Global's bid on 7-21-21. On 7-23-21 Global installed a 3.5 tons unit instead of the quoted 7.5tons.The error was discovered when Global was given the check and the completed installation paper was given to the church rep. to sign. She refused to sign when it was realized the wrong unit was installed. Global didn't return the check-cashed it, but agreed to meet with the Trustees to correct the problem. Global met with Trustees & agreed to install a 5 tons unit but said it would not be responsible for any ductwork problems, no warranty on labor or system was listed on proposal dated 8-5-21 from Global

  

  Business response

  10/20/2021

  Business Response /* (1000, 7, 2021/09/13) */ Global met with the representative for New Philadelphia M.B. Church. Because the office was down due to COVID, Global had to hire a temp service employee new to company procedures. System information defaulted to prepopulated information when the tonnage information was not entered. Global accepts full responsibility for this keying error and cannot apologize enough to New Philadelphia M.B. Church. New Philadelphia M.B. Church accepted our resolution whereas Global will replace the 3.5 ton system with a 5 ton system at no additional cost. The standard factory warranties are in place on all installs along with a one-year warranty on parts and labor. Global will be reconnecting to existing ductwork, electrical, drains and lines, which are not covered under the warranties. Global once again apologizes to New Philadelphia M.B. Church for the mishap and are happy that we were able to come to a satisfactory agreement. Consumer Response /* (3000, 10, 2021/09/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) A signed acceptance of Global's resolution to their mistake. Their proposal to replace the 3.5 ton carrier air conditioner with a 5 ton system, warrant the system and labor at no additional cost was sent to Global on 8-27-21. New Philadelphia received an e-mail stating the signed proposal was received and **** will contact us to install the unit. As of 9-16-21 no one has contacted New Philadelphia with an installation date. Telephone call to the office 9-16-21, **** the office personnel stated she does not have a date and she would let **** know but she could not contact him. We requested that a 2 day notice be given to us as we wanted someone from the church to be there when they install it. I would like for our case to remain open until Global has satisfactorily completed the installation of 5 ton replacement air conditioner. I will be submitting all the back and forth correspondence since 7-27-21 that we have had with this company trying to get this problem resolved and they still have not resolved it. Global cashed our check on 7-27-21 even though they were aware of the problem. New Philadelphia filed a BB complaint a month later after they did not respond to our e-mails and texts. They still have not resolved the problem by installing the 5 ton system. Business Response /* (4000, 15, 2021/10/01) */ Global had to order the unit from the manufacturer which took some time due to delays resulting from the pandemic. Once Global received the unit and scheduled the replacement, the date was pushed back when New Philadelphia M.B. Church requested that one of their representatives be present for the replacement. Although Global explained that all work would be done outside and it was not necessary for a representative to be onsite, New Philadelphia M.B. Church remained adamant in their request. Global had to reschedule with the crane service used to lift the unit in place, and this pushed the replacement date back even further due to the crane service backlog. Once rescheduled with the crane service, Global contact New Philadelphia M.B. Church, and the replacement was completed with a representative onsite on Thursday, September 30th. Again, Global would like to apologize for the keying mishap, and hope that we have resolved all their concerns with the completion of the install replacement.

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