ComplaintsforInfinity Texas Air Conditioning & Heating

• Initial Complaint

  07/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We have had a hvac unit purchased from them through a loan company for 2 years now and there has been something wrong with this unit every other month or two. We have had them come out on many occasion to fix the problem. And it seems to just keep happening with different issues on the unit every time. This time the unit kept flipping a breaker on our outside breaker box and they said all we needed to do is change the breaker with a new one. We did that and called them to let them know the pro alien was still happening. Then they told us that we needed to get an electrician out to look at our box and they would not be coming out to check the unit until that was done because they would just tell us the same thing every time. We have spent lots of money towards this unit and still have a lot more to go. We just cant keep calling them out on a unit that is suppose to only be 2 years old. We pay ****** each month for this unit. Total cost is around ****** dollars for this unit.

  Business response

  07/31/2024

  The customer purchased an HVAC unit from us on 8/24/2022. The unit experienced issues on several occasions primarily due to poor airflow because of debris which had built up on the system. On this most recent occasion, our technician noted there were irregularities presenting themselves at a breaker box which should be evaluated by a licensed electrician for us to determine the next steps. We shared this with the customer. This customer had originally changed out the breaker themselves, but ultimately called out a licensed electrician. Once we had the evaluation from the electrician, we were able to, at no expense to the client, replace some electrical components as well as the compressor and TXV metering device. The unit is currently running and performing correctly.  Our commitment to meeting this customers needs and expectations has never faltered. They have our GMs personal cell phone and have always communicated directly with him. We have sent a technician out multiple times and have waived the dispatched 90% of the time resulting in no charge to the customer and the remaining dispatch fees were heavily discounted. When we spoke to the customer about her filing a complaint with the BBB, we expressed our surprise since we had always gone over and above to help them. She agreed that we had always done everything possible to help them. Despite our confusion about the filing, our goal is to provide a 5-star experience for every client. We moved forward with any needed repairs at no cost to the customer and the customer is up and running, today. At no point has our determination to address the customers issues wavered. We are committed to this and all our customers.

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