Complaints

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• Initial Complaint

  Date:08/24/2022

  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.

  Complaint: ********
  
  
  
  I am rejecting this response because:

  
  

  After speaking to Rhymes, I contacted two different companies to check the condenser out. I wanted second and third opinions. They both found multiple leaks in the system, and both techs recommended replacing the whole unit.  Repairing one leak isnt going to help me. However if they want to replace the coil for the amount we agreed to, that`s fine. I dont think they will agree to that, its a big job from my understanding, why ******* wont come to the table and just replace the entire unit is beyond me. It would be quicker and cheaper, labor wise, than to have a tech cutting out and welding back several small copper lines. I would like to add this, my anger was mis-directed at Rhymes, my efforts should have been to go after *******. They are the ones who should step up and help me with this. Its their product and warranty. This ordeal has been a nightmare for myself and my family. My only hope at this point is to try and save up enough money to replace it before the 100 degree temps return next year. Whatever I replace it with, it wont be a *******. I`ll never buy anything from that corporation again!
  
  
  
  
  
  
  
  Sincerely,
  
  
  
  ****** ***********

  

  Business Response

  Date: 09/07/2022

  We were called out to look at a unit that we installed in November of 2019. Upon our arrival we found that the unit was low on refrigerant. We added refrigerant to get the customer cooling again and then performed, at no charge to the customer, a leak detection of the system and found a leak in the outdoor coil piping. There are two option with this type of leak. option 1 is to repair the leak in the piping and option 2 is to replace the outdoor coil. The outdoor coil had a 3-5 week lead time and in the past the coils have arrived damaged from the distributor, requiring a second or third order be placed which extends the length of time needed to make the repair. Given that the leak was repairable, we elected this option. The coil replacement would not cost any less as the work to replace the coil and repair the leak are very similar in scope. 

  When the unit was purchased, it came with a 10 year part and a 1 year labor and materials warranty. The repair total quoted only includes labor and the required materials as the leak occurred well beyond the labor warranty time period. 

  I understand the frustration of having a 3 year old unit not working properly. I have corresponded with *** *********** and he has asked that we meet him half way and discount the repair. I agree and I am currently waiting for him to schedule a time for the work to be performed.   

  

  Business Response

  Date: 09/20/2022

  I sent the following email on September 7th and followed up on September 12th and 15th. I have not received a response. 

   

  
  
  I saw the response that you had left on the BBB site.
  I appreciate the comment on the misdirect. I still want to
  do what I can to make it right. Question, were the other leaks found by the
  other contractors in the outdoor coil? If so, I will order a coil and install
  it for the same negotiated price. Unfortunately, as you stated it will be
  beyond the heat of the season by the time the coil arrives, but I will do my
  best to make sure you’re ready to go for next year.
  
  Just let me know and I will get the coil headed our way.