Complaints

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• Initial Complaint

  Date:09/16/2022

  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.

  9/16/22 - I paid for a 10 yr warranty for all parts and labor and not it is not being honored. there is an issue with coil and CFM and Blade. wants me to pay $490. This should be covered by the warranty. Blaming covid cost increases which makes no sense. I paid for a contract for all parts and labor. This is the Melbourne office.
  

  

  Business Response

  Date: 11/22/2022

  Business Response /* (1000, 10, 2022/10/12) */
  We acknowledged the customer had paid for a warranty for parts and labor which is why her payment would be only $490.00. Refrigerant which is not covered under the warranty. This was explained to the customer and she as well as he husband, who signed the work order acknowledging the cost. We also waived the diagnostic cost to the customer which also is not covered by warranty and is a viable charge.
  
  
  Consumer Response /* (3000, 13, 2022/10/15) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Actual, Weather Engineers version is not quite true. Once the office explained the bill was for the refrigerant refill and they waived the service fee. We paid that portion. However, as stated in my complaint, the refrigerant is not the issue. The report on the bill states it needs parts (new coil, CFM, and Blade). If I paid for a 10 year all parts and labor warranty you are they not fixing this? I was told that it was because of Covid and the owner made the decision not to cover this. I feel the parts listed should be covered. My complaint has not been addressed in their reply.
  
  
  Business Response /* (4000, 15, 2022/10/17) */
  The Fan Motor and Blade which did not require refrigerant were installed at the same time the Condenser Coil was installed. The Cost for the three items were covered in the Parts and Labor warranty the refrigerant ($490) needed to complete the Condenser Coil install was NOT covered in the warranty.
  The customer agreed to pay for the refrigerant and did so. The Job has been completed.
  The original complaint has been answered.
  
  
  Consumer Response /* (4200, 17, 2022/10/18) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  on 9/16/22, when the service person from Weather Engineers came, all the was done was add 2 lbs of refrigerant. The leak, new blades and coil were not fixed or replaced. So I was left with the same leaking coil. On Monday 10/17/22 I had another service company come to check the system and he confirmed the leak still existed and I was losing refrigerant. So I am not sure what Weather Engineers is referring to in their response. No parts were replaced. The new company that came on 10/17/22 will now be servicing my A/C unit. I request a refund of my service warranty contract.
  
  
  Business Response /* (4000, 21, 2022/11/02) */
  Rebuttal to counter statement from Ms. **************** to our response of her complaint to the BBB.
  
  To clarify the muddied illusion previously presented 1. WEATHER ENGINEERS was out to the customer's residence and the tech had to perform a leak check on the customer's system. To perform an accurate leak check, our technician had to put refrigerant into the system, in order to OBSERVE the LEAK. The 2lbs of refrigerant along with the Leak check, are what the customer paid for in the initial diagnostic visit which was $225.00 (Leak ck.$65.00 & 2lbs. Refrigerant $160.00). Neither of which are covered in the Premium Parts and Labor Policy. Also not covered in the policy is the cost of diagnostic, which the owner so generously waived, which is $95.00. This policy was purchased from a third-party vendor and the customer has the right to work with any other HVAC Company that participates with said Warranty Group. This is NOT A WEATHER ENGINEERS exclusive vendor. The number to reach out to the Premium company is toll free: ************** (JB Warranties Corp) ******* policy number is ***** and ******. 2. Our seasoned tech discovered the leak and explained to the customer that both parts and labor would be covered but that just as in the first visit the cost of refrigerant would not be covered and therefore will be $490.00.
  3. Our tech also indicated to the customer, this unit has a good amount of rust at the panels, top of unit and pan, which is also not covered by the Warranty Company for replacement.
  WE hope we were able to clarify this customer's misunderstanding of the parameters of her warranty and we wish her the best of luck with the new service company.
  
  P.S. We will be happy to share a copy of the customer's invoice, if they wish us to do so.