ComplaintsforCogburn's Service General, Inc.

• Initial Complaint

  01/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased my HVAC system from *******'s in June 2013. For over a year now I have been having a consistent problem with either the heat or cooling not working correctly. In January 2022, A ******* technician came to home and stated that my problem was a " gas valve" sticking, he replaced the part (I was charged for the service), It did not fix the problem and I called and complained to the company, The owner, Byron ******* came to my home and diagnosed the problem has being a faulty harness and stated that he would order the part. My heater still not operate correctly ( in addition, I was out the expense of a master plumber to repair the gas line that was damaged by the technician at the time of his replacing the other part). This continued through March and I asked if the part had come in (the manufacture and distributor apparently stated that the part was on back order). During the summer time, I experience very high electric bills( Coserv believed that something was not working correctly with my ac and was causing it to run consistently. I also was experiencing that the thermostat would say that it was 80-82 degrees in my home but it was set on 70. I showed this to *******'s. They changed my Thermostat. I was told again that the harness was ordered and when it came in, they would come out to repair it. As the colder weather started, my unit was blowing just cold air, the ******* Technician on November 29, 2022 shut my system down due to the "harness stopped functioning", I am disabled and developed pneumonia. I was told that the part would be in the first week of December. Fearful for frozen water pipes, I stayed in my home. I continuously contacted *******'s for resolution. I filed a complaint against ******/******* the manufacture of my system. In a three way call between Preston ****, ******, Byron ******* and myself, it was revealed that the part was not ordered back in January. In addition, the part is no available. This was confirmed to me by Byron *******, through a text message picture he received from the ******* representative. Mr. ******* also ordered a circuit board, in hopes that a harness would be included. Mr. ******* suddenly stopped communicating with me. I received a e-mail with a price quote for a new unit, 12,500.00 of which I told him that I could not afford that, in addition, my unit is not 10 years old and should have a warranty. I found out through *******/******, that my unit was never registered after my purchase by *******'s. In addition, I felt that if the part (harness) could not be located then they should replace my unit with a equivalent system at no charge to me. Still no response to my telephone messages, texts or e-mails. I received another invoice to replace the circuit board for 750.00.. Mr. ******* told me repeatedly that the circuit board was not my issue but the harness. This is not professional and if they did not know what the problem was, why price gouge me and charge me for things that should have been covered by warranty or simply say that they do not what is wrong. Horrible communication. Now as the colder weather hits again, I am trying to recover from pneumonia and I still do not have heat in my home.

  Business response

  01/24/2023

  Contact Name and Title: Byron * *******
  Contact Phone: 9402439199
  Contact Email: ***********************
  Robert ******** has had intermittent problems with the heating side of his ******* GPG****** PKG HEAT/COOL system, installed in 05/23/2013. In January of 2022 we discovered that the wiring harness (044s) connection to the control board is the problem.
  
  The wiring harness has not been available from ******* Mfg. since the initial order of it in February of 2022. As of today's date January 24, 2023 it is still not available.
  
  Our technicians have spent many hours trying to keep his unit running while we wait for the part to be available and I have spent hours on the phone with Robert ********, ******* distributors and manufacturer representatives trying to get this part.
  
  I have requested the specifications of the harness from the manufacturer so that we could potentially fabricate one in the field. They will not release that information.
  
  Since the harness is not available, we ordered the control board and 044s harness from a secondary ******* distributor. We have the board and no harness is available.
  
  Even though Mr. ******** did not register his equipment our records show that our Service Manager, J.*****, sent the registration in. ******* Mfg. says it's not registered. So far we have honored the parts warranty that the manufacture is not.
  
  
  
  
  

  Customer response

  01/25/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  In response, this matter has been on-going for several months and "patching" it was Mr. *******'s handling of the matter, then I should have been informed. As for registering the unit, that was the responsibility of *******s at the time of install per *******/****** representative, after all this was sold as a "energy efficient" product to me by *******s. If the part was not ordered initially by *******'s, it is only right to provide the customer with some type of heating source, which he failed to do. As for the proposal for both a new unit and the circuit board, why after several months did he not disclose to me or tell me that him or his technicians did not know what the problem was or that the part was not available instead of shutting my unit down and leaving me without heat to my home. He has not responded to my e-nails, text or voice messages. The unit is not even ten years old. If it can not be fixed or repaired, I wanted it replaced by warranty at not cost for installation, delivery or set up to me. This situation has left me without heat, compromised by health and my home for additional damages such as frozen pipes.
  Clearly *******'s and *******/****** are not concerned for the well being of the customer.
  

  Business response

  01/30/2023

  Read the response to the 1 star review you gave us. You can see we are on your side. No matter how much you trash us. We will always do the right thing, because that's all that really matters.

  Customer response

  01/31/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  As I sit here in my home with no heat (thermostat is reading 46 inside) trying to recover from pneumonia and afraid to leave my home to possible burst water pipes due to the freeze, it is really hard to believe that you are doing everything for me (the customer). The facts remain the same, for over a year including a replacement of a part that was not the problem...which i told your offices that it was not fixed and requested you, the owner, that sold me the unit, installed the unit and should know the unit better than anyone,including if the manufacturer *******. As I look back on the work records, the parts that was replaced( they should have been under warranty), it all leads to you informing me that you believed that it was a faulty harness causing my problem, at the point, if you had my best interest...you would have battled with the company, better yet if the part was not available or on back order, why did you not not inform me. You still have not provided with me your complaint to *******/****** reference number. Clearly the Manufacture has failed the consumer, in my case jeopardized my health and well being. Twice now in less than two months, I have been subjected to freezing temperatures and cold weather that has only caused me to get sick. I am disabled and you are aware of this, when you and your technician decided to shut down my system, why did your company not look into other options for me the customer. Clearly let me be frank, my review is based on the fact that I am the customer that has been left in the cold, literally. I either want the unit fixed correctly or replace it at no charge to me.

  Customer response

  02/15/2023

  With my second case of pneumonia in less than 2 months, my physician is monitoring me very closely. With the inconsistent weather, my health is getting more compromised. I really need my unit repaired.

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