Complaints

• Initial Complaint

  10/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Grace air and Heat fixed my AC unit incorrectly which cause a leak in my $300,000 home. The work was completed on Friday Aug 2 on Aug 5 my wife noticed a water on my hard wood flooring and the ceiling leaking. I immediatly called and reported to them that my ceiling is damaged with a huge water stain in the ceiling drywall. I took pictures and did a video of the leak at the A/C unit and of the ceiling and sent it to them. They sent out some old guy out who said that he had put a 3 inch nail in the wood so there should have not been no leak. Now this has been 2 months ago and the business refuse to call me back to settle this issue that their employee caused. I am a disabled veteran and should not have to be dealing with this as an issue. I am currently trying to contact the news media and the insurance that backs this company for some answers. If they would do this to a disabled veteran they would do this to anyone. "PLEAS DO NOT USE OR RECOMMEND THIS BUSINESS TO ANYONE". and whoever is insuring them should cancel their policy because this insurance company will have some litigation also after seeing all of the complaints and still has them as a client.

  

  Business response

  10/14/2024

  As we talked over the phone on Friday. We agreed to come out and have the spot fixed.  We are waiting on you do allow us to have it fixed as we agreed. We are waiting for you to let us know the best time to have a company to come out and take care of the water spot.

   

• Initial Complaint

  10/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Grace Air and Heat was on site three times in July and August to fix an air conditioner problem. The third time, they said they could not figure out what was wrong and that I was free to have another repair company come take a look. I did so. That second company determined the problem, repaired it, and it has been working ever since (about two months now).Grace Air had charged us for 9 units of refrigerant. The second company had to use 7 units to repair the unit. I feel that Grace should refund me for $700 + tax for the 7 units.Grace does not publish an address online. I sent a certified, return receipt letter requesting the refund. I sent it to an address I found online. Grace never picked it up. I found another address and sent a letter to that address, again certified return recipet requested. FYI, I called and left two messages for Grace to call me with their mailing address. The never responded. On a third call, someone did answer the phone, wanted to know which address I wanted and did confirm that the second letter was mailed to a correct address. (It is also the address that BBB shows for them.) I informed her that the letter was yet to be picked up by them, and left my name, address and phone number for them to call me back if they needed to discuss the reciept or non-receipt of the letter. They never called me back. I find this unacceptable.

  

  Business response

  10/30/2024

  We installed an evaporator coil on Friday. The customer waited until Tuesday morning to call us. The wife stated she just noticed the Sheetrock being wet looking. We went out Tuesday afternoon to see what we can do. The Husband then said he noticed the ceiling being wet Saturday. The husband also stated to us he personally went into the attic and put a bucket under the supply plenum attached to the new coil  The husband when we called to get a resolution said to the office manager ( part owner ) he is disabled and can not go into the attic. He said on that phone call he sent his son up there to look. When we installed it we use levels. The second visit there was no water in the bucket under the plenum. We cleared the drain line that goes to a sink to ensure it was clear. The sink was clogged and that has nothing to do with the install. 
  The husband and wife are making false allegations again us. We are to think the situation became what it is because of the son or someone else going up there. We think this because we have received 3 different explanations. Drain clogs are a normal service issue but an uncontrollable issue by Grace. 
  
  

  Customer response

  10/30/2024

  Complaint: 22400693
  
  I am rejecting this response because:  the response obviously refers to another customer. Thus is not what they did for us.  .  

  
  Regards,
  
  ***** ******

  

  Business response

  11/11/2024

  Grace air went out on an *** service request for a no cool. We performed a leak search and located a leak on the common suction port. We repaired the port and added 410a refrigerant per the contract. We received a recall on the service and returned to the home. We leaked searched the system with 500 psi of nitrogen. We were unable to locate the other leak location and informed the customer of our findings. We suggested that a second opinion be dispatched to try and locate the second leak. We asked the customer to let us know if the leak location was found so we can schedule the repair and we would cover the refrigerant. This request was done to not cost the customer any more money. The customer agreed to this option. The customer stated that as long as she has heat in the winter she was going to wait until later for this to happen. We were not informed of the status until after she had someone else do the work, outside our previous conversation. Grace air did not have the opportunity or even a phone call on this until the BBB complaint was sent. 

  Customer response

  11/14/2024

  Complaint: 22400693
  
  I am rejecting this response because:

  Grace Air is correct that they were on site three times.  At best their memory is incorrect.  They never talked to my wife so "she" never told them anything.  Next, this was in August.  No way would we say that all we need is heat and will deal with it later.  They are correct that they suggested that we "might" want to call someone else because they could not find what was wrong.  They are not correct in saying that they offered to come back if someone else found the problem.  They did not offer to cover the situation in a way that we would be out no additioal cost.  They are not correct that I did not contact them.  I left two messages for them to give me their address so I could put my request in writing.  They never called back..I sent certified return receipt letters twice.  Once to an address that I found on the internet.  The second to the address that BBB shows for them and was confirmed to me by them on a phone call.  They never picked up the letter.  Also, in that last phone call, I told the person answering the call that they could call me back.  They never did.  Since they agree that I should not have been out any additional cost (which is unrealistic since I would have to pay someone just to look at it), I again ask that they reimburse me for the seven additional units of refrigerant.  That is when I will be satisfied with their response.

  
  Regards,
  
  ***** ******

  

  Business response

  12/10/2024

  On July ******* we repaired a leak on the common suction line in the condenser according to our records. The next visit we did not charge for because there was a second leak we could not locate. We informed the person at the home of the second leak. We suggested a second opinion to locate the leak because we tried twice without success. We informed the homeowner that once the leak was found we would return and repair the system at no additional cost. We were not given that agreed upon chance. We were not made aware until the repairs were made.  If a customer does not keep an agreement with us on a no cost repair and choices to go elsewhere it is not our responsibility. *** can input the receipt that states the agreement. 

  Customer response

  12/12/2024

  Complaint: 22400693
  
  I am rejecting this response because:

  Once again, Grace does not get the facts straight.  The visit they call the second visit was in reality their third visit.  My wife and i both heard the technician say that we may want to get someone else to look at the system because he could not find the issue.  Neither of us heard him say that we should then call Grace back out to fix the problem they could not find.  When the second company found the cause of the problem, my wife and I did not even discuss whether we should take Grace up on its offer to come back because they never made that offer - a discussion we surely would have had since we had to pay hundreds of dollars that Grace now says we did not have to spend because they would have come back out for free.  As such we reject their response and ask again that they reimburse us for the additional seven units of refrigerant that we had to pay for - something they would have had to cover anyway based on their claim that they would have finished fixing the unit at no additional cost to us.
  
  Regards,
  
  ***** ******

  

  Business response

  12/18/2024

  This was a warranty claim. There policy states a 30 day recall period. We advised them to go through the home warranty to avoid any additional costs.  The home warranty would have sent a second opinion that would have had no cost to the homeowner. If that would have been done we would have been notified to return. The response implies that 2 people were home during our visits. That is incorrect, every time there has only been one person present. The response also implies that they could not contact Grace Air, that is also incorrect. The original call has our information, the second call has our information, and the warranty company that wasnt called has our contact information. 
  This should have been handled through there home warranty policy. Going outside the policy then requesting a refund according to false allegations isnt right. 

  Customer response

  12/18/2024

  Complaint: 22400693
  
  I am rejecting this response because: 

  their inaccuracies continue.  I will not even address them further at this point.  Grace Air is obviously not willing to do the right thing   We tried to resolve this through the BBB but will now consider other options.

  Regards,
  
  ***** ******

• Initial Complaint

  09/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Company did work without required permits and inspections. Work not completed to code. Faulty install caused water damage to house. Company charged me for work and material that was not completed.

  Customer response

  09/17/2024

  The contract was in Jan - Feb 2024. I am trying to find the receipt. 

   

  My last contact with the contractor was SEP 16 2024. 

  

  Business response

  09/18/2024

  We received a picture of the drain clog from the homeowner. We can send a manager to the home to remedy this. Office number is **********. Some of our inspections were not ran for different reasons but we understand the situation. 
  We are definitely available to go to the home. Please let us know. 

  Customer response

  09/18/2024

  Complaint: 22296931
  
  I am rejecting this response because:
  

  1. Your company did not obtain the necessary permits or inspections from the City of ********** to perform the work.
  2. I was charged for items that were not completed.
  3. The work that was completed does not meet code requirements and is substandard.
  
  While I understand the clogged drain is beyond your control, the real issue is with the quality of the work done. Fail-safes, which your company installed, should have prevented water damage in case of a clog. Had the work been completed to code, we would not be experiencing these problems.
  
  **To resolve this issue, I request the following actions:**
  
  1. Your company must cover the cost of a licensed HVAC professional to reinstall the system. I have already had two separate companies confirm that the entire system needs to be pulled out and redone.
     
  2. Your company must cover the cost of a contractor to dry out and repair the water damage to my home. I have begun contacting contractors, and the work will involve removing and replacing sheetrock, laminate flooring, subflooring, and other damaged materials such as paint.
  
  Please note, I have initiated the process of filing a claim with small claims court regarding this matter.
  
  I expect a prompt resolution to this issue and look forward to your timely response.
  
  Sincerely,  
  
  **** ******

  

  Business response

  09/19/2024

  I checked with our office and the permit was not complete. We can remedy that with the city asap and apologize for this. 
  We will refund the ******* to the customer. 
  We ask if we could come look at the indoor unit and talk to the homeowner about our work performed. 
  We will make this right. 

  Customer response

  09/20/2024

  Complaint: 22296931
  
  I am rejecting this response because:

  Pulling the required permits after the fact does not correct the issues.  

  To resolve this issue, I request the following actions:
  
  1. Your company must cover the cost of a licensed HVAC professional to reinstall the system. I have already had two separate companies confirm that the entire system needs to be pulled out and redone.  I do not want a dishonest company to come back into my house.  They refused contact with me until I notified the BBB.

           a. The first quote that I have is $5,450.00 

  
  2. Your company must cover the cost of a contractor to dry out and repair the water damage to my home. I have begun contacting contractors, and the work will involve removing and replacing sheetrock, laminate flooring, subflooring, and other damaged materials such as paint.

           a. Still waiting to get a quote for all the water damage done to my home.  
  
  Please note, I have initiated the process of filing a claim with small claims court regarding this matter.  This seems to be my only course of action unless the above is agreed upon.  
  
  Regards,
  
  **** ******

  

  Business response

  09/20/2024

  We understand your position in this matter. You contacted us on the 15th through text. We were not in a position to respond ( Sunday ) then two days later the 17th with you not contacting the office are accusing us of no response. We did not get notified within normal business hours through a normal manor of contact. You have a clogged drain that you yourself sent me on text and I did respond on the 15th regarding this. You did not reach out to our office on Monday 24hrs later to get this resolved but instead you act like this was a long occurring issue and that is false. 
  We have pictures and correct response data and according to you will see you in court. 

  Customer response

  09/23/2024

  Complaint: 22296931
  
  I am rejecting this response because:
  

  Did your position change from the text I received on the 21st?

  I had another quote competed today for the redo the installation. 

  I have a restoration company scheduled for tomorrow to do a moisture reading and to provide and quote of any work that may need to be completed from the water damage. 

  We can handle this however you want as long as my demands are met which you covered in your text to me. 

   

  This is the text that you sent me. 

  "I would like to mend this with you. 

  1- I will refund the money you paid us. It will be in the mail Monday 
  

  2- I will wait for you estimate for the trouble caused. 
  

  I apologize for any wrong doing or any communication that has been incorrectly done."
  

  Regards,
  
  **** ******

  

  Business response

  10/14/2024

  We have sent a check to you for $2600.00 and you cashed the check. As you stated you were having another company come out and replace the equipment that we installed that has been working great and cooling. As we stated you had a drain clog and that has nothing to do with our install. Through text you advised us the other company was to be there at 8 am and you allowed us to take a look at it at that time. The system was hung right and was cooling great. As stated in text we sent you a check in good faith, that you would be satisfied. We have the documentation that you agreed to this and by making it right and you cashing the check you would be willing to remove the dispute, and take responsibility for the damage done by not turning your system off and causing the damage it did. We would like to close this out as you have agreed to the amount we sent to you and end the dispute. As we have sent payment to and check was cashed. 

   

  Customer response

  10/14/2024

  Complaint: 22296931
  
  I am rejecting this response because:
  

  This is partly accurate. The system was not installed correctly at all. The agreement to resolve this was that you would pay for the damages that was caused from the faulty install. Once you pay the additional ******* low end ******* high end depending on if there was any damage to the sheet rock. If no damage is found with the sheet rock it will be *******. To replace the sheet rock it will be *******. 

  The secondary drain pan serves as a backup in case there is excess condensate due to a clog or backup.  Wich did not function correctly due to the bad install. 

  You did tell me the check was in good faith and then when you came to my house you told me that you would not pay for the repair to my wall unless you sent you own guy. Which due to you dishonesty when you I stalled my system this is not a option. I have attached a picture of the plenum that you said was replaced and was not. As you can see from the pictures. 
  

  
  Regards,
  
  **** ******

  

  Business response

  10/16/2024

  The pictures I have added to this response was from me going out to the customers home on October 7th. We mailed the customer a refund for the amount **** requested that covered all the costs from the install that he paid. When I was at his house we discussed the re install and **** said the difference is 400 dollars and told me he would cover that cost. I while at his home looked at the install and it was perfectly level as the photos show. I also have the receipt that clearly states that the plenum charge was a modification not a new plenum and **** approved that. The other costs were also due to modifications to the existing equipment to install the new air a handler. **** and myself agreed at his home on the 7th that the only additional cost he is requesting is for the Sheetrock to be re painted. The big bubble spots are not present and have gone away. There are only a couple stops that need touched up. **** agreed with me that day that he would remove the social media posts before we came out and repainted the wall for him to remedy the situation. **** agreed to have our Sheetrock guy do the work at a convenient time for him. I also have text communication that states **** ****** is sorry he did not give us the opportunity to make it right before posting on multiple social media platforms. We are waiting for **** to uphold his agreement with us on the social media request before we sent our Sheetrock and paint guy to his home to finish the repairs. We are trying to resolve this and have an agreement between both parties to get this completed.
  We thank **** ****** for his willingness to allow this to be resolved with no more additional negativity.
  We wait to hear back thank you.
  
  

• Initial Complaint

  06/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company is worthless. They broke my AC unit. My warranty company has been trying to get them to come back and fix what they broke. Grace Heat and Air scheduled me on a SUNDAY. So after waiting that week and a half with them not showing, Grace Heat And Air told my warranty company...oh, we have him scheduled next Friday. I have text and the warranty has confirmation that they scheduled me on a SUNDAY. When Grace Heat And Air is closed. Soooo....Friday comes....guess what...Grace Heat And Air is a no show again. I call on my regular phone and never get an answer. Leave voicemails and no return call. I then call on my work phone and guess what?? They answer!! Weird how they don't answer the numbers they know and answer numbers they don't know. The lady that answers me is shocked to hear it is me. I asked about the tech that was supposed to come out. She stumbles over her words trying to make up an excuse. She comes up with the tech's truck broke down and she would call me back. Guess what.....no one called. No one showed. It's like if they play this game long enough, I will just go away. Not happening. Everyone should avoid this company. Check their rating on Yelp. Check their rating on ********* AVOID AT ALL COST! We have been without AC for a month and a half because of this company. Had to purchase $500 in fans to even make it bearable. Seeking legal help at this point.

  

  Business response

  07/02/2024

  Grace Air & Heat reports the diagnosis to the warranty company. We are not the ones who decide whether or not a claim is covered. We installed a compressor two years ago. We are not responsible for the last two years in regards to other services that could have been done.  The compressor was given a year warranty thru the manufacturer and lasted longer. We did go back to the home to look at the situation but without the last two years of service records it was determined to be unknown. 
  We are highly respected by the warranty company but in this situation we chose not to continue forward with options because of unsubstantiated allegations by the homeowner. 

• Initial Complaint

  08/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On the 7/26/2023 came over to my home to diagnose my failed AC unit covered under one guard home warranty. He did the diagnosis and told me he was unable to determine the problem and advised that I may be getting a new AC unit. whereas the report summitted to one is not true. he says, " found a leak on the outdoor unit on the copper due to someone bypassed safeties and caused failure". No one bypassed safeties and caused failure. Now my AC unit has been fixed because of this unfounded statement.

  

  Business response

  08/18/2023

  The diagnosis of the safety being bypassed is in the picture we  provided the home warranty with. At the time of the visit diagnosis of failure was do to the system being under sized and the safety being bypassed, to all the system to constantly run, and not provide the safety to turn on protect the system from failing or causing more concerns. Picture of the wires being bypassed is  provided. Same picture and diagnosis was given the home warranty company. Per customer policy this was not covered by the warranty company. The invoice for the $175.00 was the amount Grace  Air & Heat charged the warranty company. The customer never paid ********************** Air & Heat any money. We offered customer options to fix the unit and refused our services. If customer would like us to give him our options to come out and fix it correctly and get them back cooling. We would be more then happy to. 

   

  Customer response

  08/24/2023

  Complaint: 20471049
  
  I am rejecting this response because: The explanation provided by Grace air and heating and the Picture does not in any way demonstrate safety by passed and causing leak on the copper. The chamber shown carries the system mother bord and the capacitor and is fully functional. the technician never did a leak search and did not identify any leak at all, all he did was a bunch of assumptions. A second diagnosis was carried out and a leak was identified below the reversing valve. Talking about the undersize of the unit as a cause of failure is another fallacy. If the ** tonnage is less than the size of the house, then the cooling or heated area would not experience enough cooling or heating, and which is not the case. The problem is the ** unit lacks refrigerant due to the leak on the copper below the reversing valve. 

  Grace air and heat should send technicians who know what they are doing and be able to provide authentic report and diagnosis. I and my family including minor children have been for 40 days going through pain and suffering under excruciating heat because of inaccurate diagnosis and poor unacceptable analysis of the failure of an ** unit which is not due to all what the technician said but due to a leak slightly below the reversing valve to system which is over 15 years old. To my knowledge and opinion that is wear and tear.
  
  Regards,
  
  *************************

• Initial Complaint

  12/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Our 3-ton A/C unit failed in Feb. 2022. It was installed when the home was first built in ****. It operated for 17 years cooling and heating the home with no issue up until it finally gave out. Our home warranty (AHS) dispatched Grace Air & Heat. The technician diagnosed the unit as "too small for our size home." We explained the 3-ton unit had worked fine and was originally installed with the home therefore it could not have been too small. The rep insisted the 3-ton unit was too small and that's what caused the failure. He stated that for our size home, we would need to have a 5-ton unit installed.This diagnosis made the repair "Not Covered" by our home warranty and required us to pay $12,500 out of pocket. The technicians scheduled to install a larger 5-ton unit on March 12, 2022 and completed the install on the same day. Several months later, it came time to use the heat for the first time since the install. Upon first use, the system failed. I called Grace Air & Heat to see if they would come out to check it out, but no one ever answered. It would go straight to voicemail. I left voicemails and waited to see if someone would call. I called from a different number and was answered. I explained the heating issue to the rep, and she informed me I need to submit a request with home warranty. I told her we purchased the unit cash and did not go through home warranty. She said she would look into it and never called back. Another A/C company came out and informed me Grace Air & Heat used the wrong sized wiring and did not complete the install fully. The unit is too large for the duct in the home and the filter for the larger unit will not fit into the opening of our closet. Grace Air & Heat never installed a filter into the new unit. Two addt'l companies have now come out and have advised us to report Grace Air & Heat. They both confirmed we were overcharged for the system and the job was half done. The repairs are now costing an additional $3,000 and counting...

  

  Business response

  01/07/2023

  We can have a manager there on Monday or another time that would work.  Our office number is **********. 

  Customer response

  02/01/2023

  Hello, 

   

  In regards to Complaint #********, the issue has not been resolved. The company responded confirming they would come out and resolve the issue but provided a number that was not theirs. Suspecting it was a typo, the number that would have been correct is the number I already have and have been unsuccessful with getting anyone on the phone. 

   

  Their response offering to fix the issues acknowledges they - in fact - did an inadequate job of installing our new unit. If not resolved within the next 10 business days, we will utilize the support we've received from the other repair companies, their BBB responses, and other resources to justify legal proceedings for a full reimbursement, damages incurred, and replacement.

   

  Thanks,

  *****************************

  ************

  

  Business response

  02/04/2023

  We will have the owner reach out to you Monday morning to set up a time to come out and review the install and your concerns and address them professionally with you. We have reviewed the phones and the number we have for you is not blocked. We want nothing more to come out and access your concerns. With the understanding we are willing to correct and make it right, per our agreement. 

  We have left 3 messages on the number on your invoice. We will call you 2/6/23 to set up a time to come out. We would like the opportunity to reevaluate everything and make sure all is correct. 

  Customer response

  02/06/2023

  Complaint: 18645214
  
  I am rejecting this response because:
  It's near closing time on 2/6/23, but I have not had a call nor voicemail. 

   

  My phone number is ************. My wife's phone number is ************. My email address is ******************* My office number is ************. 

  All three numbers listed can accept calls, text messages, and voicemails. Please give a call to each number, txt, or email. Currently, we have no missed calls.

  
  Regards,
  
  *****************************

  

  Business response

  02/08/2023

  Message was left on your number **********. Please call us back when you get a chance.  

• Initial Complaint

  08/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company was sent to us by our one guard home warranty company to service our AC. Turns out the company installed a part incorrectly causing water to leak in our attack which resulted in water damage to our walls and ceiling. Our home warranty company along with ourselves have tried reaching out for a week now with no response from this company that was sent to service our AC units. We cannot get a resolution.

  

  Business response

  08/15/2022

  We installed a evaporator coil over a year ago. The customer had another company out to inspect a service issue. The other company bent the metal strap that was holding the secondary drain pan on. We then went out and re hung the secondary pan. No water issues at that time. The customer called again with water issues so we went back to see. The pan was hung correctly and didnt see any damage on the way to the attic. Both the customer and his younger daughter came into the attic to let me know what they noticed. So we left the attic to see the ceiling and wall the customer was referring to. Ceiling had a 10 inch diameter wet spot. There was according to the customer an issue with a wall about 6 feet gyros the ceiling. That wall spot is at a angle 7 feet past where any water damage from the coil could exist. Customer has a clogged drain line but as far as the coil is concerned we found nothing wrong with the install. 

• Initial Complaint

  05/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On May 8, 2022 I contacted my home warranty to fix my A/C. Grace Air & Heat was dispatched and came to fix my A/C on 5/11/2022. The description that was given to my home warranty states that the evaporator is leaking due to lack of maintenance. I asked the technician, is the evaporator dirty and he replied with, "No." I asked if the evaporator is surrounded by water due to the drain being clogged, and he replied with "No." I asked for him to explain how the evaporator is leaking due to lack of maintenance, when I use my home warranty to perform a preventative maintenance on the system very year. There are 22 service requests since His response was, "I am not getting into an argument over the phone," and he hung up. The technician left without putting my A/C filters back in my system and left insulation off. Now my home warranty if confused due to this company's inaccurate claims. The company has not tried to resolve the problem with me. My A/C has been serviced 22 times since 2018.

  

  Business response

  05/25/2022

  We arrived at the home on May 16th and diagnosis the issue. We found the evaporator has a leak. At time of diagnosis we found 2 air filters dirty and reported our finding to the home warranty company. We provided these pictures to the home warranty company and they make the descension if your policy will cover for repairs to be done. The descension from the home warranty came back that do to lack of mantance per picture's of your filters at the time of inspection that they would not cover the evaporator coil. We pulled filters out to show you they were dirty and yes we did leave them out and made you aware that they need to be changed. We apologize that we left them out with your knowldge that they needed to be replaced with new ones. We try to make it a good busines practice not to put dirty filters back into the unit. As this can cause failure in the equipment. 

  The home warranty company makes there descension per your policy with them. We just report our finding and pictures to them. We have also provide the pictures we sent to the home warranty. 

  Customer response

  05/26/2022

  Complaint: 17244375
  
  I am rejecting this response because:  My filters were 33 days old.  My nest informs me of when to change them.  You would have known that if you had checked the date on the filters.  The filters were not as dirty as you are making them out to be.  The information that you provided to the Home Warranty was not accurate, which swayed their decision.
  
  Regards,
  
  *************************

  

  Business response

  06/03/2022

  We provided our diagnosis and pictures to the ********************** As well you admitted on a recorded line with the ********************* that you had been out of town and had not changed your filters. It is the responsibility of the home owner to make ************ are changed not relying on a mechanical device.  Once we give the Home Warranty our findings it is then totally out of our hands on how they are going to proceed per the contract you have with them. 

  We gave the Home Warranty a true and accurate diagnosis. The out come is between the home owner and ************ ***************** We are unable to over turn or change what they will or will not cover due to what is reported at the time of our visit at the home.  

   

   

  Customer response

  06/03/2022

  Complaint: 17244375
  
  I am rejecting this response because: I got a second opinion outside of my home warranty.  Attached is the picture of the air filter that I took when I got home that day.  No one has provided me the picture that you took.  The second opinion said that the evaporator leaking refrigerant is not due to neglect.  Especially since I had a receipt from where I had the evaporator cleaned.  Furthermore the fact that I have a history of calls that add up to 22 in the last 4 years.  If you were knowledgeable in your field you would know that the leak in the evaporator is due to continuous condensation running over the coils.  This is why I pay for a home warranty.  I have also done some research and I am not the only client that has requested that Grace Air & Heat, never be sent to their house again.  My expectation is that you fix this with the Home Warranty.  Call them and let them know that you were wrong.
  
  Regards,
  
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