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Complaint Details
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Initial Complaint
09/02/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
Southwest Air came out to our home in July of 2021 to fix our AC. They claimed it needed a new motor and we paid for it and they performed the services the same day. $1400 later, it has gone out TWICE since. The first time, it came back on 2 days later ********************* for them to come and fix their awful work for an appointment 4 days after our initial complaint. Obviously, they either replaced it with a bad motor or did the work incorrectly because the same issue is happening constantly now. Not even 2 weeks later and once again we are out of AC. They also did something that over rides the settings we put in the control panel and we cannot adjust the temperature without "over ride" coming on and changing it back to temperatures we never had set. We would like our money back since they refuse to come out and fix their mistake in a timely manner or we want the system completely fixed so that it stops going out and we can adjust the temperature to our needs.
Business response
09/07/2021
This issue has been addressed since and even the customer's review on ****** has been updated. In regard's to many of the details outlined there is many discrepancies. This work was done on 06/18/2021 not in July as stated in the complaint. Secondly the amount is incorrect our invoice and receipt was for a total of $800.00 not $1,400.00 as stated in the complaint. We did not override any settings as stated in the complaint. We were able to schedule this customer for August 30th, which the customer said was fine. When we went out on August 30th, we found that the system itself was frozen but the motor we replaced was in working condition and no issues were found with the motor or work done. If there had been any issues present the part does have a manufacturer warranty, as it was a brand new part.
A lack of filter change was the issue we observed as to why the system froze, which the customer stated they would address. We advised the customer that the system had to thaw out as ice was present on the indoor coils and outside condensing unit, rendering the system incapable of cooling the home. We called the customer back on August 31st, and they stated it was in working condition and cooling the home. We did not charge any additional fee's for the trip on August 30th either, even though it was something completely different from the work we had done.
See Attachment/File: IMG_1578
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.