ComplaintsforCocina Solutions

• Initial Complaint

  08/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Company came to look at my AC to submit claim to home warranty company. MY AC was working when they came our just running more than usual. I personally watched them loosen a valve on the freon line and let freon out. They stated the pressures were still good upon leaving but now my system doesn't work at all. i have another company come out and they told me there was no freon in the system. I explain this to C asking them to come refill the system to at least get the system freon to cool the house a little til I can get parts to replace the system but they refused and stated they did do anything and it leaked out on its own. From other customers this company has done some shady work required them to come back out and costing more money for problems they caused.

  Business response

  08/12/2022

  *** *******
  You stated another company had checked your system prior to our arrival. You mentioned the issues you were told by previous company including a Refrigerant leak on the system (you called it Freon leak). In order to connect our digital gauges and avoid you losing more refrigerant from your system (system was already leaking upon our arrival), we had to replace the Schrader core valve on the service port which the previous company didn’t fix. Previous company also put a plastic cap to avoid the leak which was very unsafe due to being on the high-pressure side (not to mention that’s not what the plastic caps are meant for).
  System still had some pressure, but still lacking on refrigerant from the leaking valve that we fixed at no extra charge (we did it to avoid anyone getting hurt and keep your system running for the time being). We didn’t state pressure still good; we have the logs from our digital gauge’s readings, and we let you know that you could even have more leaks, but We couldn’t even tell if you had any more leaks in the system till we got approved from your warranty company for leak test and repairs.
  If you had no refrigerant (you call it Freon) in your systems as stated, the temperature in your house would be higher than the extreme outdoor temperature these days. We didn’t let Freon out and our reading from our logs support it.
  
  We declined to go back and service your system due to your threatening us with bad reviews if we didn’t come back to top off your system with R-22 refrigerant (real expensive these days) at no charge.
  
  We wish you the best on getting your air conditioning system taken care of.

• Initial Complaint

  05/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Our AC and heating unit broke on 3.4.2022. We have a home warranty through Choice home warranty. Cocina came out on 3.8.22 to have a look. Then changed it to the 11th. Finally someone came out on the 15th They decided our unit was better off being replaced instead of repaired. They scheduled our replacement for 3.28 They told us we had to pay $950 for some electrical work and other fees not covered by Choice Home Warranty. We asked for an itemized receipt and were told "Unfortunately we get that question often and since CHW Yes yes who the contract is with, we are not allowed to disclose automatic details without their consent. We are not privy to what CHW does/doesn't cover in their contracts I am sorry. We went ahead and paid. They canceled our appt. Said they did not receive parts. On April 11th Choice Home Warranty contacted us that we had to pay $150 for parts not covered. I asked then why are they already scheduling repair appointments? Went ahead and paid the $150 new install date set for 4.20. Delayed again due to no parts to 4.28. Showed up. Supposed to be a 1 day job. Didn't finish. Came back the 29th said would be done by 12 to 2. Guy left at 3:30 with chest pains and overheating. He was working in an Attic and with electrical alone in the heat! They said someone would come out and finish. They did not. Owner came to gather guys tools. I said if I go buy a window unit would I be reimbursed. He said yes. This portion unfortunately was verbal. They came back Monday and "finished" wasn't cooling right still but was working somewhat. Owner **** instructed me via text to give receipt for window unit to worker and they would reimburse us. By 5.6 I hadn't heard on the reimbursement so I texted. Said he would follow up on 5.9 he did not so I texted and said it still wasn't cooling house. He said someone would come out 5.11 and hand us the reimbursement check and fix unit. I'm of space. Please call 325.513.5125

  Business response

  05/31/2022

  Business Response /* (1000, 10, 2022/05/23) */ We received work order from choice on XX-XX-XX and scheduled it on 03-15-22 (we serviced your system on date of appointment). We have records of it. We didn't charge for electrical work, nor we offer electrical work services, not an accurate statement. $950 for your non-covered charges (we explained what that would cover), and no other charges as you stated from us ($150 probably choice charged you that?) We scheduled your appointment as tentative and communicated it to you as well. We have no control on equipment delivery lead time from your warranty company. Unfortunately, the technician that was going to complete the job had to go to emergency room. We offered to reimburse the purchase/expense of a window unit (we didn't state you could keep the window unit), and complete install during the weekend (Sunday), you canceled the appointment on Saturday after we have planned for it. You threatened us the day we went back to complete install stating that you will call the police if we didn't leave your property right away just because you intended to be reimbursed and keep the window unit. The delay on equipment delivery from your warranty company, not accepting non-covered charges till weeks later with your warranty company and making payment to us on April 27th (we went the very next day for the install in order to help you out) shows that you statement regarding our company is not accurate. Consumer Response /* (3000, 13, 2022/05/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) To start, you did not "service" my system on the 15th. A man came, looked at it, looked at my thermostat, and said the compressor was broken and needed to be replaced. I was present the entire time. So. As for the electrical work, I have a text message stating that part of the 950 was for electrical parts and materials. Not sure how my statement wasn't accurate unless you're admitting your staff shared false information. I was told what the $950 covered after insisting I be told several times, being denied, and having to go through my warranty to force the issue. Appointments: 3/8 between 7-11 and then a text saying 10-12. I asked for confirmation. ******** said it was her first day, and said it was 10-12. Then I was told they had to move things around and my appt would be 1-3p or 3-5p. I said I had to have an earlier appt because I had already requested the morning off work for the initial 7-11a appt. They then scheduled me for 1-3p. I said that clearly doesn't work. Then they asked me what time I would be available on Friday the 11th. An entirely different day. Then I was given a list of available appts even after I was told one. We finally agreed 3/15, for 8-10am. An entire week after my initial appt. I then received an email stating my appt was scheduled for the 14th. ****** apologized and fixed it for the 15th. They came on the 15th. at around 930. I was notified by my warranty company that they had talked to Concina and someone would be coming back to repair my issue. I asked Concina. Concina had no idea and told me to reach back out to CHW, So I did. I was then schedueled for an appt on 3/28 between 8a-10a. I took the day off work and no one showed up. I had to call CHW to figure out why this was happening. On 4/1, ******** texted me and told me she was sending an invoice for the non-covered charges. She said if I was paying in cash, to let her know so she could prepare the tech. I said I would be paying in cash. No objections. I find it interesting that you have the audacity to claim I "didn't pay until the 27th" as if I was witholding paying a bill from yall. I was offered to pay in cash and that was agreed upon. I wasn't made aware UNTIL the 27th that I had to pay with my card in advance. I didn't argue - I paid ALL of it immediately when I was asked to. Anyway, back to April 1st - I requested a receipt of what I'd be paying $950 for. ******** essentially told me no. I said it was weird that they couldn't tell me what I was paying them $950 for. She said sorry. On 4/6, I was asked by ******** if we accepted the non-covered charges. I again explained that I was uncomfortable not knowing what the charges were, but that I had indeed accepted them weeks ago. I also provided two screenshots proving this - one from 3/17 when CHW asked me to authorize the non-covered charges of $950, and a second screenshot showing communication between myself and CHW timestamped 3/19 showing that I accepted the charges. Your statement that I "didn't accept the charges until weeks later" is completely untrue and you know that. I then shared documentation that I spoke with CHW asking about what the charges were for and they seemed confused that Concina wouldn't tell me - then suddenly, Concina was willing to tell me. I then received a text that they would be receiving the parts on 4/20, tentatively. I said okay. I understand you have no control over when the parts come. Then I received a text with a scheduled appt for 4/20 between 8-10a. I was texted on the 19th at 5pm that they wouldn't be coming. I said okay. Then the send a text scheduling an appt for 4/28. I accepted. On the 27th, I was texted and said the parts were there and that I had to pay at least 70% of the invoice before they showed up. Okay, I thought we agreed on cash but whatever - I paid it. No issues. Weird that you claim the appt was made AFTER I finally" paid, even though it was clearly made prior to that. It wasn't to "help me out" as you claim. That was just the day you set the appt for. The tech arrived - alone. He removed the old equiptment himself and I was told a tech was on the way with the new equiptment. He didn't show up for nearly 4 hours. He dropped it off and left. They weren't able to finish that day - probably because they forced a single guy to do the work of at least 2. They scheduled the next appt for 4/29 between 9 and 11. The tech arrived and said he'd be done today. Around 3pm, I texted and asked if they actually would be done because it didn't seem like they would be. I was assured they would be. Around 430pm, the tech abandoned the job. He left all his tools, left machines running and hooked up to my electricity - left all my gates open. He stated he felt like he was having a heart attack. When I spoke to ****, he implied that he thought the tech was lying. I asked **** what I'm supposed to do with all this equiptment and who is going to cover my exposed wiring on my brand new AC unit? **** came by and collected the tools. Right before he left, he said "we could probably come by this weekend to finish". I agreed. I am normally off weekends but we had a last minute staff meeting on Sunday that I couldn't miss. I advised him on Saturday morning because no one would be home Sunday because of the meeting. My next appt was schedueled for Monday, 5/2. Two men showed up at 830. I was told they'd be done by 12p. Another day I had to take off work. I sat around and waited. The techs told me it was taking them so long because they had to redo ALL the work of the previous tech. Oh, okay. Come to find out, the tech quit Concina because he couldn't provide a "doctor's note" for his alleged illness - but of course Concina would make it seem like he actually WAS ill and we are just cruel people, instead of the man quitting because of what appears to be horrible working conditions. Anyway, the techs parked directly on my front lawn for no discernable reason - ladder was already left there from previous tech - so that was annoying. 7pm rolls around and they finally "finish" except it wasn't cooling how it should. They left anyway and said they'd have to come back. Next appt was sheduled for 5/11 between 4p-6p. Techs came and got the AC working appropriately. We did not "immediately" ask them to leave as claimed. They were there at least an hour before my moyther called me and told me they were trying to take the AC unit. The AC unit: On 4/29, I requested to speak to the owner regarding all my appts and why it hasn't been completed - and to express my concern for the tech who, if actually ill, could have literally died alone in my attic. I was told I'd receive a call back. An hour goes by - I text and ask if the owner would be calling me. He did. I spoke to him and asked if we go to Lowes and buy an AC unit, would he reimburse me the cost of the unit? He said yes. I drove the 40 mile round-trip to Lowes to purchase the AC unit. I installed it in my home that night. I asked on May 2nd when I could expect my reimbursement. I was told to give the tech my receipt when they arrived on the 2nd and I did. They could have taken then unit then if that was their plan - I imagine the decided in the end they weren't going to repay me for it as agreed upon . On May 11th, after work was complete, they tried to take the AC unit. My mother called me and I called ****. He was snarky and rude and said he wasn't buying me an AC unit. I said we agreed on a reimbursement, not an exchange. I could have returned the unit myself to Lowes if that was what was expected. I explained that I had been highly inconvenienced by his company and the reimbursement was to basically make ammends for that, to which he did agree when we were on the phone. Then he decided he just wasn't going to. I asked him to leave my property or I would call the police AFTER he he threatened to take an item I own, and AFTER he had become belligerent and rude on the phone. I have several follow up conversations via text of him "wanting to make it right" and offering a "discount" and "allowing" me to keep an AC unit I literally already own. When he was made aware of the BBB complaint, he withdrew all offers of ammends and said he wouldn't do anything for us unless it was removed. I have this in text. There is a big difference between a reimbursement and an exachange. I had to ask for this because Concina wasn't going to do anything to keep me comfortable in 100+ degree heat during their delayed installation which is entirely their fault. I had to go forward and ask for this because they didn't offer anything. At the end of the day, my AC was fixed but not after months, speding $950 on terrible work (them having to redo another mans work) and being promised a reimbursement I didn't receive. I drove out of my way for it, paid my own money for it and installed it myself all because I was promised I'd be taken care of for my trouble and I was not. I can prove EVERYTHING I have claimed via text

• Initial Complaint

  09/29/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They replaced our AC and failed to clear the drain. The water backed up in the house and ruined our new floor. Floor was put in last May. They showed up on the 9th and said they didn't do it and left.

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