Complaints

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• Initial Complaint

  Date:08/06/2022

  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.

  Date of the transaction: 2021 and 2022 The business failed to correct my ***************** issues that were reported to them. They failed to perform the adequate tests to determine the issue. The company hasnt resolved the issues instead they have ignored my requests and concerns. Arctic Circle Air is listed as an authorized dealer for Lennox HVAC systems. They shouldve been aware of the tests to perform on my unit, but they chose to do nothing. Ive included a detailed a sequence of events in the attachment. I'm entitled to a HVAC that works properly every day. Arctic Circle Air didn't provide a working unit for my home. If the unit cannot be repaired, I expect a replacement. I'm paid for a home with a working HVAC.

  

  Business Response

  Date: 08/16/2022

  ********************************* has had a few issues since moving in. She did have a bad damper which we replaced, we have also gone back and forth to balance her freon. She has been out of labor warranty for half the calls but we have not charged her anything, as we were trying to do right by the homeowner. We have also supplied the homeowner with a free box of filters. 
  March 3, 2021 she had another company come out and state that the system was off on high pressure again and that he considered the condenser coil to be dirty as well. A third company also told her it was out on high pressure.
  In April of 2022 ********* called and asked us to pay for her leak search, I told her we would not because there is not a single call in her history that is indicative of a leak, if there was her system would have been going out on low pressure repeatedly, not high pressure lockout.
  We have made every move possible to work with this homeowner, but we cannot do something that is not warranted or even warrantable by ******, such as replacing the unit.

  Customer Answer

  Date: 08/16/2022

   
  Complaint: 17681907
  
  I am rejecting this response because:

  I am rejecting this response because the information stated is false for the following reasons.
  I can show proof that I have invoices to show the same problem reported within my warranty time frame. Therefore, I included the same invoices again.  (1) After the damper was installed, I have proof of invoices for Feb 11, 2020 and July 21, 2020 which are within the warranty time frame. (Attached as 3_pages.pdf for).Also, I sent additional emails later to *********************** regarding the same problem. Actually,******, a tech that works for the company, came by one day to cut a hole in the ducts to adjust the damper. Does that sound like the damper is working correctly? So, the problem with the damper was never fixed completely. If the problem was completely resolved, it would work as expected every day. Also, based on a recommendation from another company, the damper that selected wasn't the best option for my unit. Just to remind you, the original damper was jammed during the installation of the unit. Besides damaging the damper. no one checked the unit to see if things were working correctly. As we know, they didn't check anything because they didn't replace the damaged damper. 
  (2) Regarding the freon, you never performed the appropriate test(s)to determine the leak which was causing the freon to be adjusted. Based on your response, you confirmed that you had to adjust the freon. But, you never took the responsibility to find cause of the leak within the warranty time. At that time,I wasnt aware of the 3 types of test that could have been performed to determine the problem. But as an authorized ****** dealer of my unit, you should have known about the tests to perform. I moved into a brand new home and I expected a working **** system. But it wasn't the case for the **** system. I gave your company time and my trust to fix the problem. Instead, you covered up and ignored the issue. (3) Regarding the box of air filters, *********************** never gave me a box air liters. Ive included a copy of the invoice I paid for the box of air filters which were order by D2GM ********** Services, owner ***********************. Also, I included again the recommendation by D2GM ********** Services of my problem that was emailed to ***********************. So ***********************, if you can lie about a box on filters that just shows us that you are not a man of your word and you cannot tell the truth. So, thanks for the proof that you are not honest about your business.

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

   

   

  

  Business Response

  Date: 08/25/2022

  I'm sorry about the miscommunication on the filers.  I offered her a box of filters because the one she had in the system was restricting the air flow.  The notes for the follow up visit stated to bring a box of filters and we apologize if they were not delivered. As stated in our opinion the equipment did not need a leak search.  The only issue we found was the bypass damper adjustment and high pressure.   As previously stated D2GM stated that the outdoor unit was dirty, which is a lack of maintenance issue.   We typically void the warranty when another company works on the system but we tried to help you out instead.  At this point we have done everything we can for you and wish you the best.  

  Customer Answer

  Date: 08/26/2022

   
  Complaint: 17681907
  
  I am rejecting this response because:

  There were few issues that were not resolved. The 1st issue is with the damper. After the damper was replaced, I had continuous issues with the damper, which was preventing air flow,not the air filters.  The second issue is that the Freon levels were always being adjusted which was a sign of a possible leak. Also, there were reported issues with the unit being overcharged.
  In regard to the recommendation, you referenced. I included that recommendation to show the name of the company that ordered the air filters I purchased. This one recommendation was an example of many recommendations of various types of tests that could have been performed to determine any of the 3 issues. So, there were other types of tests recommended that were sent to you.
  Your company never performed any test to determine any of the 3 issues. Due to failure of your company not providing the appropriate services, Im still having issues today.
   I included a page of the warranty that states If your air conditioning system blows warm air, either the compressor is not sufficiently charged, or it may have a refrigerant leak. In either case, call you installing contractor repairs. In order for refrigerant to be added to the system, the outside temperature must be 70 degrees F. or higher 
  
  Sincerely,
  
  *********************************

  

  Business Response

  Date: 09/09/2022

  Yes, if your system is low on freon or out on low pressure it would need a leak search. However, your system was going out on high pressure, it was not losing freon, therefore it needed no such test at the time of our visits. Ive also not seen on any company invoices you've supplied from the other companies where a leak test was recommended specifically for your unit, as they too, mentioned the system was out on high pressure. We do recommend to change your filter monthly if possible to help with these pressure issues.
  
  Dampers are adjustable, say you have no airflow in 2 bedrooms, you would adjust the dampers to create better airflow. Sometimes they do need to be adjusted several times but also the dampers have nothing to do with the Lennox Equipment, they are a separate entities that just work in unison.
  
  Unfortunately, at this time there is no further service we can provide.