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:09/28/2022

  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 have a three year old package unit for my home that was installed by 72 Degrees just before I purchased my home in 2019. The system worked well until late August 2022. While there was a rare circumstance that a low voltage wire arched and created a refrigerant leak in the suction line, 72 Degrees failed to make the appropriate repair and did irreversible damage to my system. The technician patched the suction line and put 4.8 pounds of refrigerant (system calls for 4.5 pounds), but based on expert opinions of a two HVAC experts and competition, a proper vacuum was not pulled to remove moisture and other debris from the line. Fast forward a few days from the initial repair - A/C is still not cooling and the house is reaching 85 degrees inside with very high humidity. The technician now claimed the compressor was condemned and is in need of a replacement. This was submitted through the manufacturer warranty. After almost three weeks waiting for the new compressor to arrive, the technician returned to replace the compressor. After installing the new compressor and prior to adding refrigerant back into the system, the technician (same guy who serviced the unit the first time) spent time looking for a power outlet and asked me for a drop cord to pull a vacuum. Less than an hour later, he says there is moisture throughout the entire system and it needs to be replaced. I have spent $4,300 in refrigerant and labor and still have no working A/C system. The service manager joined the senior technician today to also recommend a replacement system for over $12,000. I would be happy to pay for the refrigerant from the initial repair (about $1,000), but I should not be required to pay for labor or the second round of refrigerant that is still not in my system.

  

  Business Response

  Date: 10/27/2022

  ****, thank you for your response. We have been trying to contact you for weeks. I am just now getting this complaint and responding immediately now that I have received it. We did initially find that your system had a leak caused by a wire arcing on the suction side of your refrigerant system. This caused your system to lose all of it's refrigerant. After the system loses all of its refrigerant it will suck moisture and other contaminants through the hole caused by the wire. Your system pulled in a large amount of moisture that mixed with the oil in your compressor. When moisture mixes with the oil it causes an acid that destroys the winding in your compressor. This damage was already done before we fixed your leak. The damage was hidden inside your compressor and impossible to detect. If you ask a technician that does not know all the circumstances of this issue they can easily tell you that a vacuum was not pulled on the system but the fact is that pulling a vacuum on your system would not have changed the outcome of the problem. A vacuum will remove moisture but the acid that was already created in your system takes a very lengthy and labor intensive process to remove. ****** the service manager explained this process and gave you options to fix your system properly. As of now we have repaired a leak, replaced your compressor, and filled your system with refrigerant 1 time. That is what you owe us for. The total amount you owe is $3370.45. $1859.39 for the leak repair and refrigerant and $1511.16 for the compressor replacement without refrigerant. If you are interested in having us replace the system I would be glad to credit $2000 of your repair towards your new unit replacement.

  

  Business Response

  Date: 10/28/2022

  **** I am very sorry you had problems with your A/C system and I am glad you got it replaced and working. Your system running with an open leak before we arrived to repair it caused your acidic problem that made your compressor fail. There is no way possible to see or detect that your system had become acidic while fixing a leak. You did approve the initial repair and the compressor replacement repair. In an effort to remedy this issue I will agree to you paying for the initial repair $1859.29.

  Customer Answer

  Date: 11/02/2022

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

  Hello,

  
  

  I thought we had an understanding that I would only be responsible for the first “repair” in the amount of $1859.29. 

  
  

  I heard back from my credit card company and the dispute was denied and 72 Degrees took the additional $2511.16 they agreed not to charge.

  
  

  I will contact **** **** tomorrow morning and provide them with the communication through BBB to further assist, but if possible can we re-open this complaint until the merchant actually settles?

  
  

  Thank you,

  
  

  **** ******

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