ComplaintsforWalker Air Conditioning & Heating Inc.

• Initial Complaint

  07/20/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We called ****** AC when our AC stopped working. Service man J. Marcus came to our home and told us that we would at least need to replace our compressor ($5,000) but that he recommended that we replace our entire AC because these parts going out cause a domino affect and the whole system would likely start having issues. He told us this would cost upwards of $10,000 and then charged us $85 for the service call. We got a second opinion from another company and it was quickly identified that the issue was the inverter board AND that our system is under warranty. The other company ordered the part we needed, fixed our AC, and only charged us labor. I have a 5 month old baby at home and of course we were concerned about not having AC in the Texas heat. I believe that J Marcus is either not qualified to be making service calls or that he was purposefully trying to take advantage of us. ****** AC will not return my calls or discuss the issue with me. I have called 3 times requesting to speak to a manager about a refund for $85.

  Business response

  09/01/2022

  Business Response /* (1000, 5, 2022/07/27) */ ****** *****, To start out I would like to apologize for our technicians miss diagnosis. We have taken corrective action with the individual tech and explained the importance of not only diagnosing properly but checking warranty on every unit prior to building estimates. As for the not returning of calls we are sorry that our managers have not contacted you back. We have processed your refund for our diagnostic fee of $89. We are sorry to have lost your business.

• Initial Complaint

  07/14/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We called Walker AC for service (7-8-22) in this extreme heat. We were told we needed a new unit, & a "band aid" fix could be attempted until the new unit could be installed. After spending all day in the 90 degree temps in our home, at 9:00pm we were given a contract to sign on an ipad (and not given a chance to read and review the full document). The rep gave a brief description and later emailed the contract; we trusted him. Upon receipt, we found the contract had no brand, model number, and it said both 14 and 16 SEER. We spent 2 days asking for clarification if the quote was for a 14 or 16 SEER, & which brand & model they would install; we believe a customer has a right to this information. Walker will not answer. We asked for a copy of the Terms/Conditions; they would not provide. We stated we had NOT agreed to allow photos to be taken & to destroy them; no confirmation they have. After trying to resolve the issue PRIVATELY over 2 days (7/11-12) in extreme heat, we needed to find another provider. We stated we would also cancel the $250 service contract & asked for a refund. No reply. AFTER canceling the order, I received an email from Ian telling me he would be happy to answer questions, but when he called, it said my number had been changed. It has NOT. I forwarded the email to him & Rob, asking for confirmation of the service contract cancellation & refund. No reply. In trying to find alternate contacts, we found a Press Release that Walker has been purchased by Coltala Holdings & included them in the contact; no reply from them either. BUYER BEWARE: when we sign contracts agreeing to a price of in excess of $11,000 customers deserve to know WHAT is being purchased & a chance to read Terms/Conditions before being asked to sign them at 9:00pm. Customers have a right to privacy-NO PHOTOS We have a very ill resident in this home & the fact that they drug this out days longer than necessary in this extreme heat is unsettling. REFUND OUR MONEY!

  Business response

  08/30/2022

  Business Response /* (1000, 5, 2022/07/22) */ Situation: Herbert B****** came out on 7/7/2022 to service your unit for not cooling. In his notes stated that - Outside unit not Coming on - Condenser coil excessively dirty - Blower motor Capacitor Failed - Low Charge R22 - Rusty Evaporator coil and leaking Refrigerant R22 - Main drain line clogged - Secondary Pan Rusty Herbert Gave estimates to band-aid repair the system which the customer elected to have done prior to installation of a new HVAC System. When Herbert left the home, the system was operational at the time. After reviewing the quote, we did see that Herbert did use the wrong Code for the complete system that was sold. He did input 16 Seer instead of 14 Seer Equipment, in which we are terribly sorry for. Herbert did explain on site that we were unable to get 16 Seer equipment in that size do to supply shortages from American standard. And the unit would be a 14 Seer. As for the phone number being changed this was an error in our notation of your number, not that the customer has changed phone numbers. Herbert's notes: Both Customers ***** and **** agreed on band-Aid Repair to have AC until we install the 3.5 Tons Single Stage 14 Seer Horizontal Gas System which they chose. Actions: The refund for the WAM Plan maintenance agreement has been issued as well as we are refunding 15% of the band aid repair that was done on site as a sign of good faith. The photos attached to your account have been deleted and removed from our system!

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