ComplaintsforSpencer Air Conditioning & Heating

• Initial Complaint

  08/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We purchased a $10,000 HVAC system from this in early 2021 for our residence. We almost immediately started having problems with it. At first our sales person Justin was very willing to help when we begin to text him on 7/26/2021 that our unit was not cooling. Someone came out within a day or so and got it cooling. It stopped working again on 6:39pm on August 4th and I texted Justin again and again he responded and seemed to be helpful. On 8/11/2021 I texted Justin again at 1:23pm that the unit was not cooling again, he said he was on the other line and would call me back as soon as he could. That was the last day he would ever take my calls or text he told me " **** this is my cell phone and I will call you to schedule service when I get back to the office" Never heard from him again! (I have everyone of these texts by the way for you to see if needed) I began talking and emailing with the office manager ******* ****** when Just would no longer take my calls or texts. Now she will no longer take my calls or answer my emails and my HVAC system still goes down in AC mode only every two weeks or so. This company has no reason with a BBB rating of excellent in my opinion as I have emailed her 30 times in the last year with no resolution. To be fair they used to at least send techs out to my house and they were all very nice especially David the Master Tech, he even said the last time that he came out that if it went down again he knew what would fix it but they will not return my correspondence, I have every email if you would like to see them. Thank you for looking into this matter and feel free to call if you would like more information.

  

  Business response

  09/21/2022

  Business Response /* (1000, 5, 2022/08/11) */ Mr. *******, We installed your unit in 2020 and it was working without any issues for a year before you notified us. This tells us it was not an installation issue but the equipment. Every time you contacted us you reset the system so it would work again. There is no way we can determine an issue if your system is working when we come to your home. This issue was intermittent and difficult to diagnose. We contacted the manufacture technical support team countless times and replaced the parts they recommended. We replied to all your emails each time you reached out. As of April of this year, we thought the problem was solved because we hadn't heard from you. You emailed us in early May saying you had no outages and thanked us for everything, so again we thought you were good. You sent a message yesterday saying we were not replying to your messages and that this one would probably not be responded to. To be fair, it looked like we missed an email from you in June indicating that the unit was down which we apologized for when responding to you latest message. You mentioned that phone calls went unanswered and to my knowledge you never called the office. We are feeling a bit blindsided by your review. When David was there last, he mentioned that if the unit stopped again he would change one more part. After your message today, we reached out to David, and he told us what needed to be ordered, which we did. Mr. *******, we are doing the best we can with this heat and trying to take care of our customers. We are sorry you feel we haven't taken care of you, but we believe we've done the best we can especially since your unit was working every time we came out to diagnose the issue. Consumer Response /* (3000, 7, 2022/08/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) Several of the items in the response are true however several are not. I was incorrect on the install date it was 2020, the problems began when the gentlemen that sold us the unit started ignoring my texts about providing service as my unit was down. I have the text and am happy to provide it. I did shut off the unit several times as it was in the middle of summer and I wanted air. Once they told me that was causing them the inability to diagnose my unit I stopped resetting it and their tech usually David a very nice man would come out and work on the unit. All of the fixes they have tried have never worked. I sent 3 emails that went unanswered and that is when I decided to send a message to the BBB. I would be happy to resolve this issue with them as my unit stops working every two weeks without fail and I have to go and reset my breaker. This should not be happing with a $10,000 ac unit and it has been going on for over a year. Consumer Response /* (2000, 11, 2022/08/18) */ I would like to close this claim against Spenser Heat and Air today 8/12/22. I am satisfied that they will correct the issue and we're already in the works of doing so before my complaint. My apologies for wasting your time.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩