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Complaint Details
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Initial Complaint
08/09/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On August 7th our outside Trane air conditioner unit caught fire due to poorly installed wiring that shorted the system. None of the fail-safe systems were installed correctly to stop the fire. The unit was purchased in 2020 and in the same year there were five service calls for the thermostat and unit not working-none of which resolved the problem. The company was notified in writing with copies of all the visits and did not respond. When ***** was queried, they sent a certified installer who had to install a remote control thermostat due to problems with the wiring.
Business response
08/09/2023
******, I must say this whole review has me baffled. It is Aug 2023' and we have not been to your home since July of 2021' I am not aware of any fire and never received anything in writing from you before. This is not me saying you are lying because you have been a very good customer over the years I just am not aware of your issues and if they are recent you did not call us about them. If I may suggest you call me ask for **** and I will be happy to fix what ever the problem is. In 2020' we were at your home 5-Times First time to install the new ac system 7/13/20. Second time was to clear a condensation drain line that was backing up. 7/30/20. Third visit we performed a QCI or quality check 8/12/20 then back again 8/20/20 fourth visit for another clogged condensation drain. (Your home is older and the condensation drain lines are from when the home was built which can be problematic on some homes but are not our fault you bought a new ac system not new drain lines in the walls) We can only blow them out with water and have no control of how much plaque type scum is built up inside them so this is why on some home the drains from the ac systems back up. Preventive maintenance helps which I am sure your ac system is due being three years old. Anyway like I mentioned I am happy and willing to help however I can and would have no matter what if you would of reached out to me to let me know about your concerns. ************ Office ask for ****Initial Complaint
08/23/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
We recently moved into our new home on ***** Pl. Our inspection report came back with some issues for the ** units. Brewers was hired on 8/5/2022 to complete service and address issues as stated on the inspection report. Brewers also said they would transfer the warranty to us. We moved into the home on 8/18. The downstairs unit has not been cooling the home. Now the upstairs is attempting to do its job and running non-stop. I called Brewers for emergency service last night 8/22 and was told that someone would return my call within 30 minutes. At that point our ** was at 87 degrees F and it was 5:49pm. I called again at 7:05pm as no one had reached out to me. Left a message with the csr. I got a call back and the man told us there were several things wrong with the unit and they did not fix anything at the time of service/ inspection. Our realtor states the homeowner at the time got it repaired and there was no receipt given to them by Brewers. We were sent an inspection report from Brewers that showed zero issues with the units even though the technician I spoke to last night told us there were several issues and they did not repair any of them.It is almost 11am on 8/23. I called again this am and ** has told us that he will have to charge us out of pocket, he can't get here until 7am tomorrow and that he cannot transfer the warranty. Also, there is not a warranty for the downstairs unit. We are being lied to. We just bought this home for $760,000 and I just want what is promised to my family and that is an efficient air Conditioning unit.Business response
08/23/2022
Your issue should be with the previous owner or maybe your home inspector or Realtor not me and my business. We were hired us to perform an inspection of the two existing ac units at your now current home and we did, but we were never hired to do any of the recommended repairs (Sorry wish we were this would not be going on if so). See below the summary for both inspections from my technician below.
"Invoice Summary Performed inspection. **** systems are cooling at this time and maintain indoor temp at 77 degree. Temperature split are only 13 and 11 like inspection explained.
Downstairs system is a r22 system which is being phased out. Coil is rusted. Readings indicated low/ restricting indoor coil.
Armaflex near condenser is weather damage. Notice gap on coil, air was leaking. Sealed with silicone."
"Upstairs readings indicated low/restricting coil. Temperature split not within specs.
System may be under Warranty. Notify they have 90 days to transfer warranty to new owners or they lose it.
All other parts,amps, capacitors are operating within mfg specs at this time."
Subtotal $253.30 Tax $0.00
Total $253.30 Balance $253.30 ( Not Paid )This is what was read to your husband by me on the phone yesterday 8/22/22 I offered to help and he replied that he has a home warranty and would get systems repaired going that route. I am sorry for your predicament and the fact that your systems (****) are older then 5-years is why the warranties will not transfer not anything me or any other HVAC contractor can do about that.
Me or my company have not done one thing wrong here and do not appreciate you attempting to tarnish my business reputation please remove review immediately
Customer response
08/30/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
*************************************
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2 total complaints in the last 3 years.
0 complaints closed in the last 12 months.