Complaints

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• Initial Complaint

  Date:07/19/2022

  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.

  We called them for our air conditioning problem of cold air not coming out and I was pretty sure it was the coil that needed to be replaced but when the sun came here he said it was because the filter in the basement was dirty and it needed to be changed and the unit outside it was pretty dirty so he cleaned the outside unit and took the filter out He told me that there's a big huge ice cube in the unit that downstairs and that it needed to thaw out now and to just keep the air conditioning running until the evening and that was maybe late morning. He had also said that there's going to be a lot of water coming from it when ice cube is flying out but that wasn't the case there was no ice cube in there there was nothing frozen and the issue still remained.So he came back again and said that he put more stuff in it and the cold air temperature was coming out great.Then I called him July 17 told him it wasn't working again and he came out on the 19th today and then said the compressor isn't working and the coil needs to be replaced. I said I figured it was the coil but then he told us The total with labor what it would cost to get a new compressor **** or more and we mine as well get a new uunit I didn't say much to him when he was here since it's almost 100 in my house and I was so upset. I text him after doing some investigating on how much it cost just for the parts of a compressor because I'm not wanting a whole new unit or thousands of dollars for the company I just want my compressor replaced Which looks like the part it doesn't cost that much so they wouldn't be losing out on any money. I called the dad and he was so mean to me I couldn't believe it I explained as nicely detailed as I could without making it a big huge story but he cut me off and said I'm sorry are you trying to blame your air conditioner not working on us? And I was so shocked and I said and is there a problem? He said yes there is a problem *Not enough room*.

  Business Response

  Date: 09/02/2022

  see attached

  In response to the claim: 

  
  

  I would like to preface this with the fact that I am not the installing company and I am in fact responding to a call where a unit is non-operational. As well the installing company (hired by her family failed to register their extended warranty). When we arrived on scene the coil was frozen over. We pulled the filter (picture attached) and asked when the owner last changed the filter; her response was "I don't think we've ever maintenanced it." We said ok and proceeded outside to check the condenser. The condenser looked as if it had also never been cleaned (picture also attached). Standard operating procedure is to handle airflow issues before addressing refrigerant issues as they can mask other symptoms. So we cleaned the unit. At this point I needed the coil to unthaw to be able to tell If there was any wrong with refrigeration levels. So I put the fan on ( this is to prevent as much water from reaching the mechanicals as possible) and told the owner to wait about 6-8 hours, try to turn it on for an hour or two in the evening to see If that was our only issue and if it didn't work to give me a call ack and I would address any charge issues ( without charging another service call only charging materials.) When I returned to the house after the call back I proceeded to the basement to ensure the owner had not continuously run the unit and refroze the coil (common occurrence). Then I went outside to the condenser to try to turn the unit back on & the compressor didn't start, No problem, capacitors tend to go out in units that have never been maintenanced, mettered the capacitor, capacitor was fine, so I put a hard start and relay on it and it started back up after a 15 sec lag (the customer was told of this at the end of the second call). Following that I proceeded to check the charge on the unit, It was low, weighed in a charge of about 1lb, and changed the schrader valves (my sop) as this is the most common leak point; The reason I do things the way I do is to establish baselines and timelines for leaks to be in accordance with EPA standards. The unit was working fine at this point. I said " There is a good chance you should be good, however, if I am called back and it is the charge, then we need to find the leak and try to repair it. Keep in mind I have not charged her another service fee and I am trying to delineate the severity of the situation which sometimes does not produce an immediate fix. The third time I came out I put a charge into the system and performed a leak check which does require the system to be pressurized (ultrasonic testing excluded) and found the leak to be in the coil. However, after shutting the unit off one of the times to pull the coil door off for my leak check when I tried to restart the unit the compressor did not kick on. I rechecked the capacitor and tried a second, larger, hard start and relay. It did not work this time. At this point I went inside to give the customer the bad news. She informed me that her unit was only five, maybe six years old so I pulled the model and serial numbers and ran the warranty information in front of her and her husband and it came back as unregistered and past the manufacturer's five year warranty. At this point, I gave a rough estimate on repair prices and a quote on a new unit. I even said I'd be willing to set aside a unit and coil for them to save them from a price increase as she informed me that they could not afford a new unit at the time. At this point I believed I had done all I could and that we were on the same page. Not even a few hours later I received a harassing and incoherent text message claiming I misdiagnosed and intentionally ruined her unit. She also attempted to supersede me and speak with my father to make the same claim, however, my father did not tolerate the disrespectful claim that we intentionally ruined her unit and terminated the conversation. I will not be replacing her compressor nor will I ever be conducting business with her again. If you don't change your oil on your car for ****** miles and you take to get the oil changed and a week later something breaks, the mechanic is not liable for your lack of maintenance. In the same sense I am not liable for your installing company not registering your warranty or you not performing routine maintenance. 

  
  

  Respectfully,

  ******* Rodgers

  Co-owner: Rodgers Heating and Air Conditioning LLC

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