ComplaintsforFrosty's Heating & Cooling, Inc

• Initial Complaint

  04/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We moved into our home in August 2021. We need to replace the HVAC system and purchased 2 separate untils from Frosty's - brand *****. We paid over 17 thousand dollars for the unites and installation. The day of install panel of one of the units already had a problem and they could not finish the installation that day. I notified them that I wanted a new unit and did not want to be stuck with a "lemon". The assured us that they would replace the panel that had issues and we would have what was a new unit. I still insisted I wanted a new one but they refused. Ever since installation in 2021, we have had to call them to come over more than 5 times with issues. Each time, we ask for a new unit, ***** the manager says “steps need to be followed”, sends someone here who looks at the unit, makes a few tweaks and refuses to replace the unit. As ONE example ( we have pictures of the thermostat as records), at the end of April 2022, someone came, blamed the issue on a dirty filter and charged us over 100 dollars for the consultation. Although he claimed the AC was working fine, I called ***** who again gave me the same “steps have to be followed” excuse and demanded to speak to ***** directly and got their number. When I was finally able to speak to ***** I explained our AC / heater issues, first speaking with ******* (around 4/28) and then with her supervisor ****** (5/2). ****** told me next time we have an issue to call them directly and they will take it from there with a distributor. According to ******, both of our calls were reported in the system. I have not been able to speak to them again. We have continued to have issues with the Unit and even called an electrician, who installed an extra panel (and said Frosty's should have done that to being with).Now, with the weather getting warmer, the AC is again not working properly and blowing out hot air. We just want the defective units to be replaced. We do not want to continue to have issues.

  Business response

  05/10/2023

  Frosty's Heating and Cooling does not manufacture or warranty the equipment. As noted in all of our proposals including the one that was provided for this job, the equipment and parts warranty is directly through the manufacturer. The only warranty through Frosty's directly is the labor warranty that we put on our work. If there are issues with our work we will fix it, if there is an issue such as the few that this customer had where another contractor they used for a home remodel cut a power line to the outdoor unit, effectively killing power to the unit there is a charge for us to return and correct the issue, or if the issue is that the customer did not change their air filter during a home remodel that is stirring up large amounts of dust and debris resulting in severely restricted air flow, and then they call us to come figure out why their system is not working there is a charge as these are things we did not cause nor have any control over. And yet although there should have been a charge for both of the mentioned service calls we only charged one, and still in good faith refunded that charge to the customer, but she must have forgotten to mention that part in her complaint. As the parts and equipment warranty is directly through the manufacturer we will and have been working with the manufacturer to take their required steps to show that there is a valid reason, per the manufacturer, to replace the equipment. This is their policy as is their policy to repair when possible rather than replace. These steps have been being completed in accordance with the manufacturer at no additional cost to the customer. At the customers request we supplied them with the direct customer support phone number to the manufacturer. Not sure whom she spoke to with the manufacturer but as we do not and have never had a ***** working in our office, it could have been anyone. Frosty's has been doing everything we can in an attempt to accommodate this customer, however when their requests are not valid in the eyes of the manufacturer there is only so much we can do to appease someone that is not going to be happy no matter what is done. This is the same concept of you buy a ****** from a dealership, there is a problem with the ******, ****** warranties and fixes the problem and the dealership does the work at no charge. Neither ****** nor the dealership give you a new car. This customer is requesting a new unit and for this same concept the manufacturer is not approving unit replacement. Their complaint is with the manufacturer not Frosty's.

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