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:08/08/2022

  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 called Interstate AC because I bought annual preventative maintenance from them. The drain line on our condensate pan was stopped up causing a backup of water into our house. I called Interstate AC to come and remedy the situation. A technician responded and performed work on the unit. He stated that the drain line was unstopped. A week later, the exact same thing happened which caused water to leak into my son's bedroom damaging the drywall in his ceiling. Interstate AC said that this was due to a leaking condensate pan. They are correct in that the pan was leaking, but the pan would not have been holding water if the drain line had been unstopped on the initial service call. During the second service call, the technician could not unstop the drain line and connected the two drain lines together, as I have two units, so two condensate drain lines. Interstate AC sent me a quote for $725 or so dollars to replace the condensate drain pan. I told them that I wanted to talk about the drywall damage in my house due to their failure to unstop the drain line on the initial service call. They stated that they would discuss it only after I fixed the condensate pan. After several emails back and forth, I told them that I wanted a partial refund on my annual preventative maintenance. They agreed, and then never sent the money. At this point, I want them to pay to fix the damage to the house, which should be covered by their insurance. It will require that the drywall is repaired and that the ceiling is then painted. The bottom line is that if the drain line had been unstopped on the initial service call, and they told me that it was, then water would not have leaked out of the drain pan while I was at work causing damage to my home. Trying to force me to agree to a $725 repair by not even discussing the issue is unacceptable. I'm convinced that even if I had done the $725 repair, they would still not have addressed the damage in my home.

  Business Response

  Date: 08/29/2022

  Business Response /* (1000, 5, 2022/08/19) */
  Our company has communicated with the customer and agreed to cover the expense to repair the water damage to the ceiling in their son's bedroom.
  
  Refund check was received on August 10th.