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Business Profile

Air Conditioning Contractors

Lone Star Refrigeration

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Air Conditioning Contractors.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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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.

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Complaint type

  • Initial Complaint

    Date:08/14/2023

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    New air conditioning unit installed at small business in 3/2022. Unit has had constant problems requiring service. Installer cannot perform warranty service and refuses ************* to rectify problem. Business cannot reasonably operate in mid-August without air conditioning.

    Business Response

    Date: 08/14/2023

    The new unit was installed February 2 2022. Invoices out on February 16 2022and paid for on March 2 2022. The unit itself came with a 1 year parts warranty and 5 year compressor warranty from the factory. We include a 1 year labor warranty. There have only been 4 issues before Thursday August 10 2023. 3 were belt issues which is a maintenance issues not a issue with the unit and 1 was a low voltage wire rubbed metal and tripped a fuse. All were responded to quickly and repaired or replaced. On Thursday August 10 2023 we received a text saying the air did not work. We arrived close to 10am and checked the unit. Found that the compressor has grounded and would not run. We spend the entire day corresponding with 2 carrier reps about trying to get the compressor. Both had the same answer. There are none in the country and it has to come from the manufacture of the compressor. They both came back with a 42 day lead time. After explaining to ****************** I asked for another day to call the reps to see if there was anything we could get done. For half the day Friday I went back and forth with the carrier factory rep and because carrier does not have the part we cannot expedite the order because there is nothing to ship. We were willing to install compressor when it came in. We never once denied service nor warranty. We honored our 1 year warranty. The warranty is through carrier now and they will not replace unit only compressor. My hands are tied when it comes to what carrier will approve.  

Lone Star Refrigeration is NOT a BBB Accredited Business.

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