Complaints

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• Initial Complaint

  Date:09/22/2022

  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.

  I purchased a brand new Bryant heating and air unit on January 7, 2020 and it was installed by Bentley Heating and Air and they sent two young kids out to install it and two years later September 18, 2022 I had a air condition company come out and inspect the unit because it wouldn't start-up. I was told that the unit wasn't properly installed by Bentley so, I called Bentley to come out and inspect the unit and was told the same thing as other air conditioning company that the unit had a pin hold in the line. Bentley tried to charge me $700.00 to repair a unit that wasn't properly installed by them the first time trying to tell me that someone must have stepped on the line for their to be a pin hold in it and all the freon had leaked out which the unit hold seven pounds. This At My Home *** ********** ****** ****** ** *****

  Business Response

  Date: 09/26/2022

  Good morning.  Here's our response to the complaint.
    We were contracted through Home Depot to install the system in January 2020 for the customer, ******* **********  On all installations we offer a 1 year labor warranty as well as registering the unit for the homeowner to get the 10 year parts warranty from the manufacturer.
   That warranty/guarantee is made known prior to the customer purchasing the system.
   On Saturday morning of 9/17/22 we received a call from *** ********* stating that he had another company out there working on his system and said they told him there was a leak in the copper lines that was from an incorrect installation.  *** ********* was advised that he would be responsible for our after hours service call to send a technician out to look at the system.  He agreed that he would pay the service charge by credit card.  
  Our technician went out and found the system was completely out of freon. Looking at the lineset he discovered that it was damaged and there was a leak in it.  He advised *** ********* at that time that it was not possible for the leak to have been from the installation over 2 1/2 years ago.  Any size hole no matter how small in the lines once the unit was started up and pressurized would have leaked out within days - a week.  Once freon starts leaking out of the unit and becoming lower than the required amount in the system it will begin to start freezing up and the customer would have had a problem not cooling within those first days after installation. This system was completely out of freon indicating the damage to the lineset was more recent. Since the install of this unit we have only been called back once by the customer and that was on 8/4/2021 where the customer called and said the unit was not cooling. At that time the freon levels were checked and were all correct. The reason the unit was not cooling properly at that time was that the wire inside the air handler was burnt, and we repaired it.  Had there been a leak from the installation with the freon - at that time we would have known and would have had to add freon to the system.   During that time period - the labor warranty was also up and *** ********* paid for the repair and service call. 
  We advised *** ********* at that time the cost for repair including our service call would be as follows:
  freon - $562.50 (7.5lbs) ( not covered under any manufacturer warranty as not considered a "part" of the equipment.
  repair of the copper lineset - $85.00
  service call/ weekend/ after hours - $145.00
  Total -$ 792.50
  At that time *** ********* became very confrontational and refused to pay for anything including the service call he agreed to pay prior to us coming out that morning.   After contacting *** ******* directly and also being very confrontational with him, my technician was advised to leave.