Complaints

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• Initial Complaint

  Date:07/01/2024

  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.

  On June 14, 2024, I had an appointment with Deer Heating & Cooling. Their technician/owner ****, came to my residence to assist me with my AC. My AC had stopped working, and I asked them to refill it. He informed me that there was a hole in the unit. I requested them to fix the hole. They refilled my unit, and I was under the impression the hole was fixed prior to them refilling the unit. On June 18th my unit stopped working. At that point, I spoke with ***** at Deer Heating & Cooling, and he stated that they could not issue a refund but instead could give me a $200.00 discount on a new unit. I feel scammed that they did not fix the hole when I asked them to, and then instead of correcting the issue, they attempted to upsell me on new unit. I trusted them as professionals and now I have been without AC for about a week.

  

  Business Response

  Date: 07/11/2024

  As we explained in great detail to the customer, we recommended replacement of the unit due to the age and the use of antiquated refrigerant that was discontinued by the EPA in 2020. When there is a hole in a coil, the coil will generally need to be replaced. Due to the age of the unit, it is unlikely we would be able to replace the coil and convert to the replacement refrigerant at a reasonable cost (and sometimes with older units, replacement parts are unavaiable) when compared to replacement of the outdoor unit and indoor coil. The customer declined and said they only wanted the unit refilled with refrigerant. We did that for her and emphasized there would be no warranty on this because it was not a permanent solution to the problem.She called back several days later, asking for a full refund because the unit was not working again. We explained that there would be no refund, due to the circumstances of the previous visit and we told her in advance there would be no warranty. I have attached a copy of the invoice from service date 6/14/24 in which this is all explained and acknowledged by the customer.

  Customer Answer

  Date: 07/22/2024

  Hello, 

  I apologize for the late response. I spoke with my mother, ***** ********, and she said that she asked them to repair the hole before refilling. She stated that she thought they repaired the hole before they put the liquid in. 

  Thank you, 

  ** *******

  

  Business Response

  Date: 07/23/2024

  Again, please refer to the technician's invoice that was signed. It is explained that she did not ask for it to be repaired. She asked us to refill the refrigerant. We offered to put some of the money she paid during this service call toward the cost of a new unit. It is not viable to repair the unit due to the age and type of refrigerant. We explained all of this in great detail to her, and it is documented in our invoice, as well as the quote she received for new equipment.