Complaints

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• Initial Complaint

  Date:07/09/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  
  
  

  I am rejecting the response because as depicted in the attached photo, the system is NOT operating as it's supposed to... I've been running the AC all day at 78°, yet as you can see, or HASN'T fallen below 81°...

  
  

   Complaint: ********

  
  

  I am rejecting this response because:

  I am rejecting the response because as depicted in the attached photo, the system is NOT operating as it's supposed to... I've been running the AC all day at 78°, yet as you can see, or HASN'T fallen below 81°...

  
  

  Regards,

  
  

  ****** ****

  
  

  
  

  
  

  
  
  

  Business Response

  Date: 07/24/2024

  We installed Mr. ****** AC unit in August of 2022.All of our installs come with a 1 year labor warranty and a 10 year manufacturer warranty on all parts. He did have a couple problems after we first installed the system, but they were not the fault of the equipment. One time, the thermostat was reprogrammed and would not allow the unit to come on--we fixed that at no charge. One time the unit would not come on and we found that his closet door to the inside unit had come off the tracks and fell into the air handler and knocked the breaker inside the closet. Also, at the time, his filter was dirty, so we supplied him with four free filters; this service and the filters were given to him at no charge. Mr. **** did have a legitimate problem in June of 2023 where we replaced the coil and *** at no charge to him. Mr. **** had been complaining that the AC was making a noise; there was not a cooling issue, just a noise. We did go out multiple times to try and catch the unit making the noise--we ended up hearing it eventually while we were there. When the unit shuts off, the *** builds up pressure and the noise was the releasing of the pressure. It was making a hissing kind of sound. The sound is totally normal, but since he did not like the sound, we tried to dampen/stop the sound by replacing the *** with a piston, so the pressure is released faster with less resistance. We have tried to be more than accommodating for Mr. ****. Not only did we not have to change the  *** to a piston (since it's within normal operation), my technician had to weed eat a path to and around his outside unit to be able to work on the system one time we went out there. When Mr. **** called last month, he said the unit would not cool below 79 degrees. When he spoke to my tech, my tech asked him if there was water in the drain pan/drain line. Mr. **** confirmed that there was water--we told him that most likely, he had a clogged drain line, which when backed up, will shut the unit off to prevent flooding. The water back up trips the float switch until the water recedes slowly, then when the unit condensates, it will fill with water and turn the unit off again--this never allows the unit to stay on to cool properly because it's short cycling. It's a very common problem that all units have. Drain cleanings are not warranty issues, they are maintenance. Every month you should change your filter and pour bleach in your drain line. We told him for us to come clean his drain (he could do with a shop vac) would be a charge. He was unhappy with that, but drain cleanings are not a warranty issue. We are sorry that Mr. **** is unhappy, but we cannot replace an entire system for him. We feel like we've been more than accommodating to him. There is a 10 year parts warranty on all registered systems and he is able to get any parts under warranty through any licensed AC contractor. Again, we are sorry that he is unhappy, but there is nothing we can do about a maintenance issue. 
  

  Customer Answer

  Date: 07/27/2024

  As of today July 27th, 5:00 PM.. the unit is still to reach the desired set temperature of 78°.. as seen in the attached photo... It is still 81° in my house..the filter has been cleaned on schedule and the drain field has been  checked and maintained regularly as suggested.. Unfortunately, The continues to run without stopping.. as a result of this, my energy consumption has increased resulting in higher than normal electric bill..