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:06/04/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  November 10, 2023The contractor (Harrington) added refrigerant because the unit was not maintaining the thermostat setting (78F). This cost $525.00 (AX charge).March 19, 2024 - The contractor (Harrington) used an electronic detector to determine the leak's location and concluded that the leak was the condenser coil. They provided an estimate to replace the condenser coil under warranty (10 years). Cost: $915.00 (AX charge).March 25, 2024 - The contractor (Harrington) replaced the condenser coil and new liquid line filter drier (Invoice #********). Once again, verifying that the leak was from the condenser coil - $3,060.20. (GTE charge).Aril 2, 2024 ************** (second opinion). They allegedly found the leak on copper lines, welded/repaired, recharged the system, and verified it was fully functional - $1,856.23 (AX charge).May 29, 2024 A Harrington representative inspected the unit again and reported another leak. He offered to recharge the unit with freon, but the offer was declined.

• Initial Complaint

  Date:03/29/2024

  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.

   
  Complaint: 21499671
  
  I appreciate the polite and accurate reply from Harrington Air Conditioning.
  I am rejecting the Business Response for the following reasons:
  - The condition of the air conditioning equipment has worsened since it was last serviced by Harrington.
  - The compressor within the outdoor unit has failed as documented in the attached service report (service was performed by **** & West)
  **** and ************ Invoice 04-19-2024 ***** **** (1).pdf

   
  Brand                          Model                                  Serial #
  DAIKIN                        DX18TC0241BB           2009221797
  

  The Service Report states the following: Board on outdoor unit indicating system should be engaged into second stage cooling but the compressor solenoid would not engage.  A voltage search was used to determine that the board was Transmitting a 27DC volt signal, indicating that the board is operational and compressor will need to be replaced

  - The equipment is no longer operating within normal operation parameters
  - Since the equipment is no longer operating within normal parameters, this provides the foundation for Harrington to move forward with communication to ******* / Daikin for authorization to replace the unit under warranty due to compressor failure
  - The unit is covered under a warranty that provides for 10 Year Unit Exchange due to the failure of the compressor.  This is documented in the warranty registration document attached document 
  RegistrationCertificate for ******************* Units 2 and 3 with main living area unit marked.pdf.   The compressor may be found on Page 2 of this document ("Main Living Area")
  
  SUMMARY
  This situation should be easily resolved.  This resolution is for ******* / Daikin to honor the equipment warranty, and to replace the equipment which has failed.
  In good faith, I have paid every invoice for service on this equipment in the past.  This includes the most recent service by **** & West for $1,331.00 on April 19, 2024.  Am I entitled to a refund of these dollars ?  Is it right that I have had to pay for additional service on equipment that has failed under warranty?
  
  I look forward to a resolution of this matter.
  Respectfully,
  ***********************
  ************
  
  Sincerely,
  
  ***********************

  the failed Crankcase Heater on this new equipment, I was informed ****** would not address any further issues with this equipment. I was left with no choice but to spend another $586.25 so Harrington was able to replace the defective Crankcase Heater. After this, Harrington documented the failure of the Crankcase Heater had damaged the new compressor. The compressor now operates very noisily in contrast to operating almost silently upon installation. Harrington stated the noise is an indication of damage to the compressor. But, since the compressor operates, it would not be possible to replace the compressor under warranty at this time. The bottom line is, I have spent thousands of dollars to repair and to replace air conditioning equipment that was under warranty, and I am now left with new equipment that has been damaged due to the failure of the Crankcase Heater within the provided replacement equipment. This is not an acceptable level of customer service from Daikin / *******.

  Customer Answer

  Date: 04/25/2024

   
  Complaint: 21499671  (The text below may be found in the attached document with enhanced formatting of the text)
  
  I am rejecting this response because:
  

  I am rejecting the response from the Business (Harrington).
  We need to look at the facts carefully in chronological order.

  
  1. Harrington serviced the unit and discovered that the crankcase heater was broken
  2. On a subsequent service call, Harrington serviced the unit, replaced the crankcase heater, tested the equipment, and stated that the equipment was functioning within normal operation parameters (01-19-2024).
  3. Subsequent to #2, I (the homeowner) felt that the system was again not cooling properly.  The homeowner contacted Harrington and requested a service call to diagnose the problem.  Harrington declined to perform additional service on the unit in question.
  4. The decision by Harrington not to service the equipment forced the homeowner to contact another air conditioning service company (**** & West) to perform a service call for the purpose of diagnosing the issue (04-19-2024).
  5. I accept the following:
  - At the time of #2 above (01-19-2024), the system was functioning within normal operation parameters.
  - At the time of #2 above, Harrington did inform the homeowner that there was likely to be damage to the compressor due to the failure of the crankcase heater
  - At the time of #2 above, Harrington noted that the noise coming from the compressor was likely due to damage, but since the system was functioning within normal operation parameters at the time of #2, it would not be possible (at the time of #2) to request ******* / ****** to replace the compressor or to replace the unit under warranty
  6. **** & West, a qualified Air Conditioning Service Provider, serviced the unit and diagnosed that the compressor had failed as of April 19, 2024
  7. Harrington has acknowledge that 65 days passed from February 14, 2024 (#2) and April 19, 2024 (#6), that the prior issue (failure of the crankcase heater), caused [the compressor] to fail as time went on. 

  
  It appears to me that we are all in agreement. 
  The compressor has failed. 
  The compressor has failed due to the previous failure of the crankcase heater (a repair for which the homeowner has paid in full). 
  The unit is under warranty. 
  The warranty provides for a full exchange of the unit in the case of a compressor failure. 
  Harrington should proceed to communicate with ******* / ****** to arrange for the replacement of the unit per the terms of the warranty.

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

  Business Response

  Date: 04/23/2024

  The first time Harrington Air Conditioning serviced the equipment at **************** home was on January 8, 2024. It was at this visit when the crank case heater in the condenser was faulty. Because of this failure, additional diagnostics were unable to be performed. An estimate was left to replace the crank case heater under warranty. The system carries a 10-year parts warranty from the manufacturer, labor charges are not covered under the manufacture warranty. 

  The office contacted ************, he expressed his desire to have ******* cover the labor charges and provided management with a contact name and case number with ******* which ************ had had prior conversations on the matter. After multiple attempts, contact with ******* was achieved. ******* explained that they would not cover the labor charges and that these charges are the responsibility of the homeowner or installing dealer.

  Harrington Air Conditioning returned on February 14, 2024 to install the crank case heater. Once installed, the system was started and tested for proper operation of the system. The repaired system was delivering a 20 degree temperature split and amp and voltage draws were within normal operation parameters. The homeowner notified the technician that the compressor was "noisier" than before the failure. 

  Because the compressor is functioning, the manufacture will not replace the compressor under warranty solely due to noise. As Harrington Air Conditioning is NOT the installing dealer and have no service history prior to the January 8th call, we have no leverage to force ******* to alter their warranty policies or cover any labor charges.

  We understand that ************ seems to have had ongoing issues with the system and hope he get a resolution to his problems with the manufacturer or installing dealer.

  Business Response

  Date: 04/25/2024

  Customer response is invalid as we told the customer that there was likely to be damage to the compressor which he noted due to the failure of the crankcase heater, and we wouldn't know till that was fixed first which it was and due to the prior issues, it caused it to fail as time went on. That is a typical situation so what another HVAC provided determined was a possible occurrence which the homeowner was made aware of....

• Initial Complaint

  Date:02/12/2024

  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.

   
  Complaint: 21269449
  
  I am rejecting this response because: I did not cancel the repair... Harrington was unable to make the repair.  Also, as there is no itemization on their invoices, there is no way for a customer to validate, accept, reject and numbers provided. 
  
  Sincerely,
  
  *******************

  Business Response

  Date: 02/14/2024

  When arriving for the 1st visit on 12/19/23 it was found the blower motor and board had failed apparently due to a recent power surge. Replacement parts were quoted along with a surge protector to guard against future power surges. The total repair cost was $2981.82. This included a savings of $508.46 due the recent purchase of the annual maintenance policy included in the repair cost.
  On January 25th a service technician responded to a complaint of no cool and found the stepper motor not functioning. Quoted for the repair which was accepted by the homeowner. When returning on 1/30/24 to install the new part it was discoveredthat due to the excessive corrosion on the coil, the stepper motor could not be removed without causing additional damage to the unit. An additional charge of $1760.82 would be needed to bring the system back to operating condition. 
  Since the system is out of warranty and almost 12 years old, it was highly recommended to replace the system rather than spending additional funds on repairs. Estimate for new systems were provided on 1/31/2024. These estimates included a credit of $783.59 for prior service charges.
  The Platinum Plus Maintenance plan intitles the owner to a 25% discount on repairs and labor charges. This accounted for the $508.46 savings on the December 21st charge. The request for a refund of the maintenance plan was denied because once applying the cancellation fee and re-applying the savings realized, a negative total remains. 
  HHH Maintenance Plan $575.00
  Cancelation Fee 25%-$143.75
  Sub Total$431.25
  Savings-$508.46
  Total-$77.21