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Complaint Details
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Initial Complaint
02/09/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Had a new mini split air unit installed by someone other than ETR. It leaked so I hired ETR to come out and locate the leak and refill the Freon. They sent a technician, who knew little about the units, and after finding the leak, tightened the nut and refilled Freon. Paid $316. No problem. A few days later I had the same issue. Turns out that exact nut was still leaking. Just slower. Therefore leaked out all Freon again. I called and spoke with them and they scheduled me a time to come out again after several phone calls. They did not seem to want to honor it. I then receive an emailed “quote and work order” to approve before they come out? I look and it says they are going to charge almost $500 to find and fix the leak again. I call, and the secretary transferred me to the supervisor. He dances around the facts and says they are not going to honor it. I informed him it was the same nut leaking. I had a licensed plumber come out and he used a gas sniffer and leak detector to find it was the same one. I asked the supervisor that since it was the same, and as long as they verified it was the same leak, that they would honor it. He says no. They would not warranty the work and would not honor it. On top of being extremely unprofessional which I won’t detail here, they are s scam. They simply did not do what I hired them to do. Therefor it is theft. They refuse to honor the work they did.
Business response
02/09/2022
As stated in the complaint ETR did not install the defective unit and on our recent service call a flare nut was tightened which did stop the leak but obviously the leak came back. It is our determination that the installation was not performed correctly and needed a more extensive repair than was first understood. The proposal for further work to be performed was to provide a permanent resolution that then would have had a full warranty. I have refunded the customers credit card for the full amount spent.
Customer response
02/17/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 16745180, and find that this resolution is satisfactory to me.
Sincerely,
****** *****Initial Complaint
11/16/2021
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
For the past 2 years or more, we have been paying an annual maintenance fee with ETR to check out our central heat and air unit. When we started noticing problems with the AC not cooling the house on 11/09/2021, we called ETR out to check the unit. On 11/10/2021, a technician came out. He was doing something to the unit and had a huge reaction and immediately told my husband that "I don't know what just happened, but it dumped all of your refrigerant." He then proceeded to tell us that it would cost us $800 to fill it all back up or we could just replace the unit because our unit is a crappy unit. Mind you, they had never said that before to us and had been maintaining it for 2 plus years. So, my husband said that he wanted a second opinion and we got that second opinion from a reputable AC company who said that the valves blew because they were tightened too much and that is why the refrigerant blew. When we called to complain to ETR immediately after the event occurred, we told that "this type of thing happens all the time". My husband called on 11/16/2021 and spoke to someone else at ETR and was told that the technician did "nothing wrong" because there was "no refrigerant in the unit when the technician arrived." So, they lied to us. How does one "dump all the refrigerant" when there is "no refrigerant" to dump??? Either way, it cost us $900 to pay a new company to replace all of the refrigerant that was dumped by ETR AND ETR will not admit that they made a mistake. ETR quickly agreed to give us back the $100 that we paid to have a technician come out and cost us $900. They had no problems agreeing to give us back $100. But they refuse to admit that their technician "dumped" the refrigerant that was in the unit because he overtightened the valves.Business response
11/29/2021
Business Response /* (1000, 6, 2021/11/17) */ A refund check has been processed and mailed to the customer.
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Customer Complaints Summary
2 total complaints in the last 3 years.
0 complaints closed in the last 12 months.