Complaints

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• Initial Complaint

  Date:12/05/2023

  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 first contacted ***** in June 2023 to look at my A/C system because it was not maintaining the set temperature. For instance, if the set temperature was 74, the actual temperature would rise to 78 or 79 and the system would run continuously. On 6/12/23 and 6/14/23 Brown serviced my A/C system and attempted to identify the problem. I paid ****** for those calls. ***** replaced a capacitor under the 5 year warranty. ***** made some other minor adjustments but the problem persisted. ***** then sent two of his technicians to go over the system. The head technician was sure it was a faulty TXV valve. ***** disagreed and then began a series of tests and readings on multiple dates. ***** said he was submitting the data to the manufacturer for further evaluation. The last time I personally spoke to ***** was in July 2023. I have followed up with ******* office several times and was told they were still working with the manufacturer to get an answer. Now no one from ***** calls me back. My last calls to ******* office were 10/18/23 and 10/19/23.I want an answer as to what is wrong with the A/C system. I expect repairs or corrections to be made under the warranty. The warranty is in effect until March ****. Brown may have installed a system that was of insufficient capacity for my home. I expect it to be corrected.

  

  Business Response

  Date: 12/21/2023

  First, please accept our apologies for not responding sooner.  It appears the first email went to a spam folder. 

  ******* installed an A/C system on February 16, 2019 at the house you purchased in February of 2023.  No repair calls were necessary in its first four years of operation and customer who ******* did the installation for was satisfied with its operation and performance.  The original system was the same size as the one ******* installed.  In addition a load calculation was performed.  Since the house is over 20 years old and the current system size has been sufficient throughout that time and through its first four years ******************* was able to rule out an undersized unit for your house.  Also the current furnace cannot support a large system.  ******* charged you for two service calls and did their follow up calls at no charge.  These additional calls were to ensure unit was operating properly.  Air temperature and humidity across system were taken and forwarded to ********************** Representative to ensure the unit is operating properly.  They revealed no problems.  In an effort to ensure nothing more could be done to meet your needs ******* asked that the system information be sent to the factory.  Unfortunately a change in personnel appears to have delayed this which is beyond our control.  We asked for this to be done again in August and October.  ******* agrees with you that the delay is unacceptable and is working to get this resolved.

  Customer Answer

  Date: 12/22/2023

   
  Complaint: 20953886
  
  I am rejecting this response because: 

  1) In July, I mentioned to ***** that the prior owners were from ****** and only resided in the house in the winter. Additionally there were two years after ******* installation that were affected by COVID travel restrictions and the prior owners were likely not here at all. The system seems to operate sufficiently as long as the outside temperature is in the 80's or below. It is likely that the prior owner was never aware of the system's problems because they were never in ** during the summer. Regardless, the system simply does not perform adequately for the ******* climate. It is perplexing that ***** assumes there is nothing wrong with the system. Also, the life of the system will be cut short by the fact it runs excessively. ***** kept saying to me that he was trying to identify what changed after his installation. The answer to that question is obviously nothing.

  2) I have always treated Brown with patience and respect. I accepted that he knew his business. I do not know why ***** stopped communicating with me; or why he would not have better followed up for the additional input from the manufacturer. The warranty will expire in less than 2 mos. and i still do not have any explanation as to why the system will not maintain the set temperature. I also have never been advised of what can or should be done to resolve the issue. I am not an air conditioning expert but common sense should prevail here. 

  3) I want to copies of the reports ***** received from the "regional" rep as well as what is possibly forthcoming from the manufacturer. I want a copy of the capacity report that was made before the system was installed.

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

  

  Business Response

  Date: 12/22/2023

  1.  Your home was built in **** and has had the same size A/C system throughout all owners.

  2.  The load calculation that are attached verify your system is correctly sized for your house.

  3.  ******************* never assumes anything.  We made several trips to take different readings at the representatives request as you stated.  These readings prove your system is working properly.  The trips were made free of charge in an effort to help you.

  4. You were advised of this several times and it was explained to you that the solution would be to sit down and come up with a new furnace and A/C system to meet your specific needs.  You refused to accept that solution just as you are rejecting scientific facts now.

  5. We expect to have an email from the Technical Representative shortly and will forward a copy to you upon receipt.