ComplaintsforBart's Heating & Air Conditioning, LLC

• Initial Complaint

  06/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  10.2.2019 purchased a full new heat and a/c unit for $6,349.00 from Bart's. with a 10 year warranty. April 2022 $79.00 service call April 2022 $350.00 repair charge labor? APRIL 2022 $130.00 refund for overcharging on labor. 6.10.2022 $750.00 labor and refrigerants charge.. Excessive charges for a unit they sold me and one that is under warranty

  Business response

  09/12/2022

  Business Response /* (1000, 9, 2022/07/15) */ This customer is upset about recent billing. The customer had a new air conditioning system installed in 2019. The new air conditioning system comes with a 10 year parts warranty and a 1 year labor warranty. Unfortunately on 4/15/22, a part failed and was replaced under warranty on 4/21/22. Only charge to the customer at the time was the labor to install the failed part ($350). On 6/2/22 the customer called and said the system was not cooling. We found that the compressor was now bad and needed to be replaced as a result of the first failed part. We explained to the customer that the first failed part caused the compressor to work harder and ultimately damaged it causing it to fail. It is not typical that we would have to replace both the TXV and compressor but it does happen as the two systems are tied together. We returned on 6/10/22 to replace the compressor (charging labor only $750) and tested all systems. Everything measured correctly. Later, on 6/10/22 we received another call from the customer after hours stating that the unit was not working. We immediately went to the home and found that there was a clog in the drain line most likely due to the unit being off for a couple days and an influx of condensation build up. We cleared the line for the customer free of charge. The customer was only charged labor in both cases. We bought the equipment and are being reimbursed for the equipment purchase through an equipment only warranty claim. We were more than fair on our labor price. We discounted the labor on the compressor install knowing that we were just at the customers home and felt like this was very unlucky. We have reached out to the customer via phone call, email, in person, and responded to a google review left by the customer. Consumer Response /* (3000, 11, 2022/07/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) Either the dealer or manufacturer should be responsible for these charges. The first charge was a temporary fix. They were just hoping it would last until the warranty expired. They should have replaced boht parts in the first place instead of charging me for 2 repairs.

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