Complaints

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• Initial Complaint

  Date:09/05/2023

  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 30, 2023 my a/c quit working. I called the company that installed the geothermal unit, Mid-Atlantic Geothermal and talked to the owner *********************. They came on 7/6/23 and determined the evap core was leaking and would need to be replaced. Cost about $5,000. I expressed my opinion that evap cores seldom go bad, but he insisted it was leaking. On 7/16/23 they replaced the core. I paid the bill immediately, $4906.75. Two days later it stopped working again. They came out and determined the fitting was leaking and they replaced it. That lasted one day. This time they added water to the closed loop system and declared it fixed. It did not work from the time they left. Now they determined the main discharge line leaking. cost $1500.From day one, I had asked **** to bench test the evap coil as I did not believe it was leaking. He ignored me. When the tech first removed the defective coil and asked him to show me exactly where the leak was. He could not. I asked both the techs and the owner to return the coil to me so I can test it. They conveniently misplaced it. This repair was misdiagnosed from day one. That evaporator core was not leaking but they refuse to admit it. I have been without air conditioning all summer, and it still does not work. I ask for a refund of the price of the evaporator core replacement. $4906.75

  Business Response

  Date: 09/27/2023

  It is our company policy to offer only the highest quality of installations and service and feel as if this was done during the repair for this customer.  We were working to keep this customers system cooling and to get the issue resolved as quickly as possible as documented below.   
  The most common refrigerant leaks on geothermal equipment is in the air coil.  With the age of this system, it is not unusual to see leaks develop especially with the high pressures of ***** Refrigerant.
  

  The customers statement, time lines, and services is not completely correct and includes only partial information.  Please see service notes, time line, and statement below.  Most importantly, that the unit ran properly for several weeks after the coil replacement. The customer did promptly pay the invoice on 7/20/23, a day after it was sent.  If the unit had stopped working on 7/19, the customer would not have paid his bill on 7/20.
  Service Log:
  7/6/23 We were called out for no cooling and found a leak in the air coil of the geothermal unit.  We confirmed this with visual inspection and electronic leak detection. Manufacture recommended coil replacement.
  7/17/23 Refrigerant was reclaimed and existing air coil was removed.  New air coil was replaced and system vacuumed down to the required microns and system was charged and running.  The replacement went smoothly and we provided the customer with a discount from what we originally quoted for the repair.  If there would have any other leaks in the system at this time it would have been impossible for us to complete this work and have the system up and running.
  8/8/23 No cooling call. Around 8AM Found customer must have reset breaker and cleared a lock out.  No lock out found and system was working at this time.  Noticed the internal condensate tubing was dirty, so vacuumed and flushed that out just in case it was related to the no cooling. Then the system flashed a code, checked loop pressure and it was low. Contacted manufacturer tech support and they confirmed the new code could be related to loop pressure. Loop pressure was bumped up and unit was running. Temperature went from 76 to 73 degrees while on site.
  Customer called back to let us know it was not working again and techs returned late that day, around 3PM. System was locked out and found a small leak at a press refrigerant coupling. Non truck stock tools were needed for this repair.  We added refrigerant to keep system cooling in the meantime.  (No Charge)
  8/11/23 Returned to customer with tooling.  Removed refrigerant and repaired the small leak.  Vacuumed and charged system.  System working properly at this time. (No Charge)   
  8/16/23 Service Call. Found large leak on discharge line of compressor.  Attempted a repair to getting cooling up and going for the customer. Unit was holding charge at that time. (No Charge)
  Spoke with the manufacture about the location of the issue and found they recommended replacing a section of the discharge line as repairs in that spot are known to continue to crack. The part needed to be special ordered.  This was discussed with the customer and we offered to repair this at our cost since they had multiple issues with their system.  Customer approved this work on 8/30/23 and parts were ordered.
  8/31/23 Customer texted and said to send his air coil back when we come back out to make the repair.  Any old served parts are disposed of when not covered under the manufactures warranty. The coil was not misplaced per customers statement.  We informed the customer of this and he told us not to come out to make the scheduled repair with the special ordered part. (No charge for restock fee or related services.)
  The initial coil leak was not misdiagnosed and a coil replacement could not have been made if the discharge line had a large leak at that time.  It is common to see a system develop leaks as they age and once one is detected often times there are more to follow. The service tech has over 20 years of experience including checking for leaks like this. In addition all codes found were reviewed
  The amount paid by the customer is a fair and reasonable charge for the services provided.  Customer was not charged for any of the additional material, services or restock fees related to any of the additional service work after the coil was installed. 

  Customer Answer

  Date: 09/28/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  
  Apparently my prompt payment is now considered a liability.  My prompt payment means nothing.  That's the way I operate.  I get a bill and pay it immediately figuring any problems would be taken care of promptly. 

  We could go back and forth on this forever.  The bottom line is  this:  The coil is missing and the proof of its defect is gone.  As l stated before, when the tech came up from my basement with the coil I asked him to show me where it was leaking.  He could not.  I asked him to have it bench tested.  I have requested the bench test from day one and was ignored.  I probably asked for testing  or return of the coil to me four or five times.  I asked this of both the tech and the owner *********************.  I was ignored.

  Finally, when I was told I have another $1500 repair coming, I demanded the coil be returned to me before the repair.  This is when I was informed the coil has been discarded.

  SOP usually requires holding on to the defective part till the customer is satisfied.  Especially a part of this expense.

  I am not trying to be a jerk, but this has red flags all over it.

  Produce the coil and this issue can be resolved.

  ***********************

  Regards,
  
  ***************************

  Customer Answer

  Date: 10/13/2023

  The techs @ Mid-Atlantic Geothermal do not have knowledge of air conditioning and or refrigerant fundamentals.  I could tell that by the answers I got to my questions.  They can't even tell when a unit is actually blowing refrigerated air.

  I have worked on mobil HVAC units for 55 years.  I am an *** MASTER MECHANIC on heavy duty trucks and buses,  I have  ***'s mobil A/C certification and also the much coveted ********* A/C  certification.  So I know what I'm talking about.

  These guys took me to the cleaners.  They know they misdiagnosed the problem but to save face they refuse to admit it.

  I would advise staying away from Mid-Atlantic Geothermal.