Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:03/03/2023

  Type:Billing 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.

  On 03/01/2023 I notice that my Heat pump was not cooling down my home properly. I immediately called Sunshine Air Conditioning and explain my issue and they setup appointment for a technician to come to my home with in a couple hours. After the technician inspected the unit he discovered on the unit in which they install in my home about two years ago that the TXV was not metering properly and had to be replaced. I asked him for a price to replace. At this time he had to call the office to get the cost to replace which was $762.89. This price is including warranty for the part. I had to accept because I had a warranty and I needed the Air Conditioner working asap. He replace the part in little over a hour. I was also charged a Diagnostic fee of $91.00. The Technician Mike said he would send me the receipt by email which he did. When I received the receipt there was no breakdown of how much I was charged for the Part , Labor and how much did the warranty covered. The next day I email Abbey Crenshaw Service Coordinator at Sunshine to ask for a breakdown of what I was charged. She emailed me back with exact words. We are unable to give break downs on repairs unfortunately. Sorry for your inconvenience. I he'd to know how much I was charged for the work and how much was taking off due to the warranty. How do I know if I was treated fairly. At this point I do not and would not recommend this company services.

  

  Business Response

  Date: 03/03/2023

  We are a flat rate company and do not charge for
  each individual item.  This is our standard charge for a warranty
  replacement of a TXV that includes: Labor, Torch charge, brazing materials, new
  drier not included with a warranty TXV, topping off refrigerant charge to
  insure proper operation/performance of the unit, shipping/freight
  costs, warranty filing, overhead, and profit.  We offered the
  customer a quote to replace the warranty part before performing any tasks other
  than the initial $91.00 diagnostic fee to diagnose the problem.  Mr. ***** could have called any other Carrier service provider if he thought our price
  was too high and they could have come out and performed the work on his system
  for him instead if he so chose.  We are a Carrier Factory Authorized Dealer
  that takes pride in our name and reputation.  We make sure that all of our
  techs are continually taking training classes and that they have the proper
  materials to perform work for all our customers.  We received the 2 star
  ****** review late yesterday and were in the process of evaluating the call to
  try and resolve Mr. *****'s dissatisfaction with our service when we received
  this complaint.  We take pride in our high ****** Ratings and try to
  resolve any customer
  issues promptly.

  Customer Answer

  Date: 03/04/2023

  
  
  Complaint: ********
  

  I am rejecting because :

   

  I can not change the way they do business. But I don’t have to agree neither. I just feel that if a customer spends that kind of money( over $800) for a repair and also has a warranty. There should be a breakdown or explanation what you are paying for. Just like any other repairs such as, auto repairs or home remodeling. Never in all my experience as a 64 year old man heard of such. And to respond to  me you can’t do it and sorry for your inconvenience in a email is totally unprofessional.
  
  
  

   

  
  
  
  
  Sincerely,
  
  
  
  ***** *****