Complaints

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• Initial Complaint

  Date:04/14/2025

  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: 23202024
  
  I am rejecting this response because:the service technicians did not know what they were doing g and I have pictures showing pan in coil in upside down! On 4/3 2025 service technician said freon levels were fine, again, I paid ****** for freon to j and j a.c. this company is not worth the time of day! I just want people to be aware.  Furthermore technician o. 1/30/2025 spent most of his time trying to sell me a new unit! I'm done dealing with all this!

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

  Business Response

  Date: 04/18/2025

  On 10/31/2023 Mr ******** called us for a no cool issue on a 2016 Lennox system installed by another company. The  customer stated he may have a freon leak. Per technicians notes system was satisfied at temperature it was set for. Customer told technician that another company had advised him he had a leak in the system. Technician performed a complimentary leak search and only charged customer for trip charge. (invoice attached)   Technician found leak in coil and quoted customer for repair of warranty coil. Customer accepted the estimate and on 11/06/2023 we installed a new coil for the customer and charged  accordingly. This repair came with a 1 year warranty on workmanship.  On 11/14/2023 customer called and stated there was water in the pan, we sent a technician out to take care of the issue, unfortunately I do not have a summary of the findings on that day. On 4/9/2024 customer called in stating they would like to purchase a maintenance agreement and schedule their first maintenance visit.  Our technician performed maintenance on 4/18/2024 found that the system was operating properly, but that the capacitor had low ratings. Technician quoted customer to replace capacitor. Customer accepted the quote and the technician replaced capacitor at that time (invoice attached). Nothing in this summary notes any water issues  that would have been associated with an upside down drain pan.  We performed the customers 2nd maintenance visit on his agreement on 1/30/2025.  Technician noted that the system was operating properly at that time and based on his gauges (picture attached) found that the systems pressures were within manufacturers specifications for that time of year (cooler temperatures). There were no findings on this visit that would be associated with an upside down drain pan.  Technician did note an issue with the condenser fan motor being noisy and gave estimate to replace it. Customer did not accept quote at that time. Customer called us out most recently on 4/3/2025 stated he had water in the pan and drain line was clear. Technician noted the system was shutting off on float switch, cleared the drain line and visually confirmed system was draining (invoice attached), since this visit was within 90 days of the customer having maintenance performed we did not charge the customer for that visit.  We were unaware that there was still an issue after this service call was completed. Had we been aware we would have sent someone out at no charge to check over the system to see if there was another issue with it. The customer reached out to us on 4/8/2025 to advise he had J&J Air Conditioning  out (findings attached) as well as Tri county air (findings attached), unfortunately we cannot confirm any of their findings since the customer has not wanted our company back out. The first company does not note anything about the drain pan being upside down but the second company did.  Our 1 year warranty on workmanship expired 11/06/2024 and based on the fact we did 2 maintenance, 1 prior to the warranty expiring and 1 after the warranty expired and found no issues at those times we dont believe that a refund is owed.  
  

  Business Response

  Date: 04/25/2025

  We offered a 1 year workmanship guarantee which expired on 11/06/2024. Due to the fact that there were no issues reported or found on maintenance visits within 1.25 years we will not be offering a refund.