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:06/25/2024

  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.

  This is a company that has very poor customer service. They will sell you the product but if there is a problem with the product, you are in deep trouble. They will not follow through with service calls and will technicians that does not have the knowledge to repair their products. They will price all the maybe problems so high that you would have more in repairs that if you purchased a new unit with a different company. Even if you have a 10-year warranty that is supposed to protect you, you cannot collect because they tell you that if they try 4 or5 maybe steps, that each time if it is covered by warranty, that there will be huge labor cost plus each time that the refrigerate is replaced it will cost $900. They will make several trips and not repair the unit, even one trip was $750, and they did not even turn in a return work order as promised. Then the technician from Summers Heating and Air Conditioning put dye in the unit to find the leak but did not even turn the unit on. He was supposed to return but had to be called and when he returned said that he could not find anything because the unit was not running. After weeks of no air conditioning and the technician blaming it now on the line under the slab being the problem, it was time to get another opinion because they wanted $1,500 to run the line plus $900 for the refrigerate. He said if that did not work that it was probably the compressor, and he was not sure if it was under warranty. If it was, there would be a labor charge anyway. This is quite an expensive warranted unit; you can purchase a new unit cheaper that letting Summers Heating and Air Conditioning try to fix a unit that they are not qualified to repair. This is a little like play Russian Roulette, you don't know to let them try one more time or not. How much is a 6-year-old unit worth that is supposed to have a 10-year warranty. I would hate to see someone else go through 90 plus degree weather and relied on a company like this.

  Business Response

  Date: 07/29/2024

  I would like to help clear up any confusion and resolve this issue. According to our records we installed a new system for you September 2018, a new copper line set was not included with this install. Between the date of install and April 16, 2024, there were no issues, and the system ran 100% as expected. On this date upon arrival our technician noted that the system was flat on refrigerant and attempted to perform an electronic leak search; The charge for the electronic leak search was waived. However, there was a charge for adding refrigerant and to perform a dye leak search, even though the equipment is covered under manufacturer warranty the line set was not covered due to it was not replaced during the install. The warranty does not cover any refrigerant charges or leak searches needed. We returned on April 26, 2024, to add the dye to the system and see if anything was immediately present (there was no charge for this visit). We again returned April 30, 2024, to attempt to search for the dye leaked out but were informed that you had not been running the unit since our last visit. We added 2-3lbs of refrigerant and replaced ******** cores and caps at no charge to you at all. We returned on May 3, 2024, to once again search for any possible dye leaked out and found no evidence of any dye. At this visit our technician mentioned that the leak could possibly be located in the copper line set that we did not install but was left from the original system. The system would run perfectly fine when refrigerant was added to the system which lets us clarify that there was in fact no issues with the system besides a refrigerant leak. A replacement of the line set was declined by you at this time; the next phone call we received was to inform us that you had replaced the system with another company because they told you that the compressor and reversing valve had issues. This information was inaccurate based on the evidence we had of the system running perfectly fine if refrigerant was added. I do apologize that refrigerant is not covered by any warranty but from our records I can see that we returned 4 times and the only charges you accrued were $208 for refrigerant and $328 for a dye leak search; both of which would not be covered by manufacturer warranty. 

  Customer Answer

  Date: 07/30/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  *********************
  

  Customer Answer

  Date: 07/30/2024

  I did not expect this company to take responsibility for this terrible injustice. They could not repair this unit in several trips and many weeks of being without air conditioning, so I had to bring in a second opinion and get some relief in a 90-degree house while they made excuses. It was not the line like they are suggesting, I replaced the line and the unit still leaked all the coolant. The unit was beyond repair and that is exactly why no matter how many different repair men they sent, or how many excuses they gave, they could not in a 6-week period fix the unit that they should have replaced.  This is the same route that they took while my wife suffered without air conditioning. If they sell you the product, they should be able to repair the unit in a timely manner or replace it under the warranty. When they make one excuse after another when your wife is having surgery, you have to get someone that can correct the problem. When you have paid thousands of dollars to a company, you expect customer service, you never expect to go week after week in 90 plus degree weather with no air conditioning. The repair man guessed that it might be this or it might be that, then quoted thousands of dollars if it was this or if they had to try that. No one can just turn someone loose to because they are not qualified to know what is wrong with their product. Summer Heating and Air Conditioning is treating this complaint like the week after week that they could not repair the air conditioner. Make another excuse and the customer will just give up because they are just going to get another excuse. If this just saves one person from purchasing from a company that cannot or will not repair what they sell, then this complaint will be worth the effort. I wish I had checked around for a more reliable company when I was shopping.