ComplaintsforCY HAVC Supply

• Initial Complaint

  01/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ******** purchased this **** ** split Unit(GREE-XXXXX) from this company which name used to be ** BEST *** in July XX XXXX, at a price of ****** The warranty is 7 years on compressor, 5 years on all parts and 1 year on labor. We started to have air leaking and copper pipe ****** issues in ******* so we have another company came and recharged the refrigerant. Then on ******** this unit is not cooling again. So we had the refrigerant recharged again. Then we figure this is not the final solution as it may continue leaking. So we got hold of the ** **** SUPPLY and they sent two contracted technicians in two times with no proper solution. We then had another vendor came by giving a diagnosis. The technician said this unit is not reliable and the installation was a ****** Mouse job "Found that the mini split system supplying the server room was installed very poorly. The pump is also very close to equipment and may cause water to leak on server equipment. A previous company charged the system with refrigerant a couple days ago. There is a leak and unable to visually locate it. Due to the poor installation and equipment, we recommend removing all existing equipment and materials and do a complete reinstallation. " Then after our insist, the owner of CY HVAC SUPPLY came. But he didn't do anything either to resolve the issue. Then in ******** the copper piper started to leak water. We had a 4th vendor came by ******* and fixed the water leak. But the unit is not cooling still after fixing the air leak and recharging the refrigerant. So it could be the issue with the circuit board, or another leak. We then turned to ** HVAC SUPPLY again for warranty. They kept arguing as before and then dropped our phone. At this point, we have no way to go but filing a claim. We don't want to deal with them anymore and we are asking for a refund on the unit, plus the repairing fee of $****.

  Business response

  02/10/2022

  Business Response /* (1000, 5, 2022/01/25) */ Hi there, First of all, the customer with ******** has purchased the GREE AC Split Unit through AC Best LA instead of CY HVAC Supply. It was a different company operated by another owner currently. Since the customer got hold of us, we had sent our technician over to try to provide the solution for the customer. However, the technician found out the machine malfunction was due to extremely high usage. We had advised the customer to replace the AC unit since the repair cost might exceed the unit's value. Additionally, the customer has never purchased anything with CY HVAC Supply, and the warranty, which she stated, was never offered from us. Correspondingly, the customer had hired multiple technicians from the third party to diagnose and service the unit. We have no clue what they have done to the AC unit, and we are not responsible for the work they had performed. Business Response /* (-10, 6, 2022/01/25) */ Business supplied email: *********@gmail.com Use this address for any contact with the Better Business Bureau Consumer Response /* (3000, 8, 2022/02/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) The response is not a true statement. They must have changed the company name from AC Best LA to CY HVAC Supply as we are not able to find any information on AC Best LA while searching, but CY HVAC Supply with the same contact information. Regardless of the owner change, the company we purchased the unit from should honor the warranty as attached. The machine malfunction has nothing to do with the usage, as an AC unit should last at least 10 years, not 3 years. It's the poor quality of the unit and the installation which they don't want to admit. Since it's still under the warranty, there is no reason we have to spend the money again on a new unit which will be very costly. Due to numerous failed attempt on having them come over and fixed it the right way, leaving us no choice but getting other company out to check what the real issue is. They have not done anything to the unit, as we didn't purchase it from them. Business Response /* (4000, 10, 2022/02/03) */ According to our previous response, the CY HVAC Supply has nothing to do with the AC Best LA. They are two separate companies. Additionally, the receipt that the customer uploaded doesn't provide any information regarding the warranty that she claimed. If the customer is concerned about the AC unit's quality, she can contact the factory for the warranty. As far as I know, GREE does provide "A warranty period of Five(5) years on all parts to the original registered end-user". Consumer Response /* (4200, 12, 2022/02/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) Again their response is not a true statement.

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