ComplaintsforStoud’s Heating and Cooling

• Initial Complaint

  03/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In Sep 2023 Stouds Heating and Cooling installed a new air conditioner (evaporator and condenser)at my house located at **********************************************************. This was done through my American Home Shield home warranty. American Home Shield purchased the evaporator and condenser and paid ******* $1,340 to install it. Above and beyond the $1,340 I had to pay $2,850 for work that wasnt covered by AHS. I had questions on some of the charges and I kept asking (before and after the installation) ******** at Strouds, to explain them. She kept telling me she would find out from ****** (the owner of the **** and get back to me. She never did. I left messages, sent emails, and never received a reply.Strouds charged me $500 to replace the condensing unit and $500 to install the evaporator coil. What were those charges for when AHS paid them $1,340. Electrical line charges of $400 each on the condenser and evaporator. They used the exact same electrical configuration that was on the old AC unit. They didnt change or modify any wiring. What are lineset modifications ???I know for a fact that some of the work that they charged me for was not done. I want them to prove they did the work, explain their charges or reimburse the money they charged me for those items.

  Business response

  02/07/2024

  In August of 2023 we received a dispatch from American Home Shield Warranty in regard to **************** HVAC system not working. We set up an appointment with **************** to do a diagnosis and during that appointment the tech found that **************** compressor failed it would regard the A/C unit to be replace including his evaporator coil due to refrigerant being R22 and you cannot mix refrigerant. As the front staff I reported the finding to AHS and provided what is required of the job including the prices. With AHS we have a flat rate we charge them as they are a warranty company. During that time frame we received an email stating what AHS would cover and not cover and what the cost will be for ****************. **************** was originally supposed to pay $3660 but due to not being sure what the additional $800 AHS was charging him, I made the executive choice to eliminate that price which put his NCC to $2860. This choice was made after him and I spoke via phone in regard to all of the charges and what they meant. **************** was also informed if he did not agree with these charges, he would need to contact AHS as they would have a better understanding to why his warranty did not cover those charges due to the fact that we have no information on what their warranty covers. **************** was offering cash out through warranty on 8/25 and he declined them on 9/5 and wanted to move forward with replacement. During that time **************** kept calling in regard to the "modification" work that is required for the job, and he was notified about why they are needed. **************** continues to call, and I continue to repeat myself. What was told to ****************, "Electrical line is low voltage that is being connected to the new evaporator and a/c unit and line set is welding the copper wire from the new a/c unit to previous line set." Without doing this **************** unit would not be working, and this was all told ****************. **************** agreed to our price given by his home warranty if **************** did not agree to for those two items to be done then he should have notified his AHS prior to AHS purchasing his new equipment and ******** doing the installation. As far as the word "modification" this is something AHS labels non cover items as and as their contractor there is no way of changing that on the breakdown given to customers of AHS or to us contractors. Please see all attachments even photos showing that previous and new units being done and completed. 

  Customer response

  02/12/2024

   
  Complaint: 21164653
  
  I am rejecting this response because: ******** still has not answered my questions on what work was performed.
  
  Sincerely,
  
  ***************************

  Business response

  02/26/2024

  February 26, 2024
  
  *****************
  BBB of the Mid-South
  *******************************
  *******, ** 38125
  
  
  RE: ***************************;  *** Plan No.632891958; BBB Complaint Case No. 21164653
  
  Dear **********:
  
  American Home Shield (***) is in receipt of your letter advising of the above referenced complaint. Your letter has been forwarded to me for review and response.
  
  Thank you for making us aware of **************** s issue through the Better Business Bureau. We take customer satisfaction very seriously and sincerely apologize **************** has not been entirely satisfied with our service.
  
  *** records show Mr. ******* original request for the air conditioning was placed on 08/08/2023 and assigned to Strouds Heating & Cooling (Strouds) for service. The contractor reported the system was not working properly due to a shorted capacitor and was authorized for the repair.  On 08/21/2023, *** placed a recall when advised by **************** of still having the same issue with the system.  ******* reported the compressor had failed and would require replacing the condenser, and the evaporator coil because they would be mismatched. *** authorized all covered replacement costs and notified **************** of the warranty limitations.
  
  On 08/25/2023, *** provided **************** with the contractors report and retail estimate of $2,860.00 for the non-covered modifications and refrigerant over the plan limit. Section C.6.A of the warranty agreement states that this Plan Agreement does not cover Modifications related to a Covered Breakdown of a Covered Item unless Applicable Law expressly requires this Plan Agreement to provide coverage for the specific Covered Item Modification. Also, Section A.2 of the warranty agreement states that for ShieldSilver and ShieldGold, included in the Covered Item Limit is a $10 per pound refrigerant limit. As requested,*** submitted Mr. ******* request for cash in lieu, and on 08/25/2023, was provided the amount of $2,244.51, which is the *** costs via the email address on file.
  
  **************** contacted *** on 08/26/2023 and 09/01/2023 regarding questions about the retail estimate for the non-covered cost and the brand name of the replacement equipment, he was advised to contact Strouds directly for the information.  **************** notified *** on 09/05/2023 of wanting to decline the cash in lieu and was accepting the service provider's retail estimate. Strouds was notified, and the requested equipment was ordered for pickup from the local HVAC supplier. Any questions regarding the modifications required would be provided by *******, who the licensed HVAC company. The Contractor Field Manager for the region has been engaged and will reach out to the company to advise of Mr. ******* concern.  However, *** can confirm that all covered replacement costs were approved and is unable to reimburse for the non-covered amount **************** paid the contractor directly. If there are additional questions or concerns, please advise *** at your convenience.
  
  Thank you for your consideration.
  
  Sincerely,
  
  ******************         
  American Home Shield of *********** ****

  Customer response

  02/28/2024

  I did not submit a complaint against American Home Shield. I'm not sure how the BBB got that impression.  I submitted a complaint against ********.

  Customer response

  02/28/2024

  My complaint has been ongoing.  ******** has responded to my initial complaint.  In their response they did not answer the questions I have had during the entire install process.  I addressed that in my second reply.  Maybe we should talk.  It sounds like the BBB is not in the loop on where we are in the process.  My number is ************.  My name is ****.

  Customer response

  02/28/2024

  Correction: My number is ************.

  Customer response

  03/04/2024

  Hi,

  Here is the address to ******** Heating & Cooling.

  ******************************************************************************

  *********************

  P.S.  There are several yelp reviews that shows ******** doesn't communicate very well.

  Business response

  03/05/2024

  Email was sent to ****************** from the BBB on 2/5/24 and email that was sent was proof of previous and current unit that was installed. Please see below the attached email to customer original responds that was sent to ******************:

   

  In August of 2023 we received a dispatch from American Home Shield Warranty in regard to **************** HVAC system not working. We set up an appointment with **************** to do a diagnosis and during that appointment the tech found that **************** compressor failed it would regard the A/C unit to be replace including his evaporator coil due to refrigerant being R22 and you cannot mix refrigerant. As the front staff I reported the finding to AHS and provided what is required of the job including the prices. With AHS we have a flat rate we charge them as they are a warranty company. During that time frame we received an email stating what AHS would cover and not cover and what the cost will be for ****************. **************** was originally supposed to pay $3660 but due to not being sure what the additional $800 AHS was charging him, I made the executive choice to eliminate that price which put his NCC to $2860. This choice was made after him and I spoke via phone in regard to all of the charges and what they meant. **************** was also informed if he did not agree with these charges, he would need to contact AHS as they would have a better understanding to why his warranty did not cover those charges due to the fact that we have no information on what their warranty covers. **************** was offering cash out through warranty on 8/25 and he declined them on 9/5 and wanted to move forward with replacement. During that time **************** kept calling in regard to the "modification" work that is required for the job, and he was notified about why they are needed. **************** continues to call, and I continue to repeat myself. What was told to ****************, "Electrical line is low voltage that is being connected to the new evaporator and a/c unit and line set is welding the copper wire from the new a/c unit to previous line set." Without doing this **************** unit would not be working, and this was all told ****************. **************** agreed to our price given by his home warranty if **************** did not agree to for those two items to be done then he should have notified his AHS prior to AHS purchasing his new equipment and ******** doing the installation. As far as the word "modification" this is something AHS labels non cover items as and as their contractor there is no way of changing that on the breakdown given to customers of AHS or to us contractors. Please see all attachments even photos showing that previous and new units being done and completed. 

  Customer response

  03/05/2024

  Hello,

  I really don't know where we are in my complaint.  

  1. I made a complaint.

  2. ******** replied.

  3. I wrote a response to ******** stating they still didn't address my original complaint.

  4. When I mentioned American Home Shield in my complaint, I was NOT complaining about AHS.  They were just part or the story.

  Am I to understand I should start this process again?

  Thank you,

  *********************

  ************

   

  Business response

  03/13/2024

  After reviewing all documents and reviewing **************** original complaint, I found that **************** original complaint and questions was about the "electrical, and line set modification work". Those questions were answered in my original responds to the complaint. Mr. ****** is now asking "what work was performed?" The work that was performed during **************** installment was disposal of both equipment, recovery of refrigerant (meaning removing the refrigerant from the old unit and cleaning the line set), refrigerant (required item as it's to top off the line set to new unit after the recovery), replacement of new evap coil and a/c unit, electrical line (disconnect and reconnect low voltage wires to both units), line set (cutting parts of previous line set and welding new line set to both new units), duct work ( modify previous duct that is above evap coil to fit new evap coil). The work that was performed you can see in the before and after photos that were attached to original responds to the complaint and in the photos, you can see the difference of how both units were hooked up. Without this work being performed **************** new unit would not be hooked up properly nor be working accordingly. 

  ******** would also like to address in regard to the additional $800 that **************** was not charged, was not due to ******** "just doing the math wrong" it was a charged that AHS was charging **************** on his NCC amount. This can be seen in the original NCC estimate from AHS from original responds to the complaint. 

   

   

  Customer response

  03/21/2024

   
  Complaint: 21164653
  
  I am rejecting this response because:  I guess we will agree to disagree.  
  
  Sincerely,
  
  ***************************

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