ComplaintsforLonghorn Heating & A/C, Inc.

• Initial Complaint

  07/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My house is less than 3 years old. It was built in 2020 and my new AC unit has gone out twice. This business is putting in bad units and then charging their customers to fix the issue as though it's the customer's fault that the brand new AC isn't working.

  Business response

  08/19/2022

  Business Response /* (1000, 5, 2022/07/12) */ This customer is out of labor warranty with Longhorn. When we install systems in the new build homes, we install what the BUILDER is requesting for us to put in. Mrs. ***** comment is not an educated one, we install the systems we DO NOT make the systems. The other times we were out it was due to a faulty thermostat that again we install due to what the builder is wanting us to install. Customer is failing to state that the last time we were out we upgraded her thermostat to a Zwave at no charge to her. At this time the customer is upset because we are no longer servicing that area. With gas prices the way they are it is not beneficial to our company to drive the 54.4 miles to her location. We honored our obligation of 1 year labor warranty per our contract with the builder. We informed her that she can contact any licensed HVAC technician and they will honor the parts warranty she has with the manufacture. Consumer Response /* (3000, 7, 2022/07/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) "Labor Warranty" is irrelevant to this business not standing behind the products THEY make available to the BUILDER. I have read many reviews from many other customers who have had this same issue. A/C is not a small purchase and this business should stand behind the products they install. Business Response /* (4000, 9, 2022/07/14) */ Longhorn stands behind OUR workmanship. We have no control over the manufacturing of the units. That is why the manufactures have gone to a 10 year parts warranty, IF the customer registers the equipment with in 60 days of the home closing. And the builders tell us which brand of systems they want installed in the homes they build. So I am sorry you can't understand that we choose not work in the area you live due to economic factors. We did inform you that you have the right to use any licensed HVAC company you choose, that is your right as a consumer.

• Initial Complaint

  06/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We moved into our brand new home build by Bloomfield Homes 01-20-22 and first had them come out in February because there were cold spots through out the home. They said they did an air balance and basically open and closed dampers to move more air to areas where we were having problems. Now we have air vents that rattle because there is too much air coming through them. They came out again early June because the downstairs A/C was not working. Technician showed up changed out the TXV in the attic and recharged. 30 minutes after he left the unit stopped working again. He showed back up and took refrigerant out of the unit because he over charged it. A/C stopped working again on 6-17-22. Technician showed up on 6-18-22 and said the unit was low on refrigerant and said he was going to charge it back up and have someone out on Monday to perform a leak check. Technician showed back up on Monday added 1lb of refrigerant and said everything was working fine and was only at the house for 30 minutes. I called the office and told them there has to be a leak somewhere because the other tech added 4lbs of refrigerant and now this tech added 1lb but she told me that the owner refused to send someone back out until the unit breaks down again. So now I have to look forward to my A/C breaking down again in the middle of the summer before they will come back out. Another thing to note is they do not leave anything with the home owner showing work performed while they were there. I have been respectful and courteous to the technicians that have come out and only ask that this company fix what is broken. This company installed this equipment brand new in the house in April 2022.

  Business response

  08/19/2022

  Business Response /* (1000, 5, 2022/07/05) */ In this statement I have added our technicians notes to show we have handled and repaired the systems properly.5-19-22-Homeowner is a Trane Technician. Customer reports the TXV is stuck shut., We asked him to turn system on we then proceeded to pump system down. Went into attic and changed out TXV per homeowner's request. After changing out TXV pulled a 30 min vacuum. Turn system on in the cooling mode after opening the king valves and removing vacuum pump. System is running with low suction pressure. Added 2.5 tons of 410a refrigerant Suction and pressure was still low. Used the detech on the attic unit to check for leaks. Could not find any leaks at this time or any oil in residue anywhere. Did find the feeder tubes off of the TXV and 1.5 inches of the bottom of evaporator coil was frozen. Put evaporator coil back together and explained to homeowner that until the coil was completely thawed out, we could not set the charge correctly. He said he would turn the system off and the fan to on and let it run for a while to thaw. After the system is thawed then he will put it back into cooling mode. Asked customer to call us if he had any further issues. George 6-20-22-Notes stated when we were out and changed out the txv the charge could not be set due to bottom half of evaporator was still frozen. Went to thermostat it was set to 71 and cycled off at 71. Turn thermostat down to 69 went outside and check charge on condenser. Condenser was running with a four and a half degree subcool. Adjusted charge by 1lb of refrigerant. Let system run for 15 minutes. Check charge. Pressure is 140 over 365. Saturation temperature is 110. Line temperature is 102. Sub cool of 8°. Ambient temperature is 102. Went up into attic and took return air return air temperature is 71.1. supply air is 50.9. this is a delta t of 20.2. removed everything from the outside condenser and put locking caps back on. Went back into the house and set thermostat to 70 and system cycled off. Please see attached photos and conversations between dispatch and the customer. Kat Consumer Response /* (3000, 7, 2022/07/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) As of today 6/6/22 A/C is down again! If the unit is working as they claim then why am I down again? This will be the fourth time they have come out to fix the unit for the same problem Business Response /* (4000, 9, 2022/07/12) */ Well to start off let me correct you, the system was installed 11/2/2021. The customer is failing to inform you that we are performing an isolation leak test today 7/12/2022. With this test we will cut the system into 3 sections and pressurize each section and leave it like that for 2 days. After the 2 days We will come back and check to see if the pressures dropped on any of those sections. This test will help us isolate the leak. We did have him scheduled for this test on 7/8/2022 but he was too busy for us to come and perform the test. At this time, we are doing everything we can to rectify the customers complaint.

*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. ↩