ComplaintsforFL-Air HVAC, LLC

• Initial Complaint

  07/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had a Rheem AC unit installed by FL Air on 12/6/21. On 6/12/24, a major leak developed due to a repair needed on an Outdoor TX-V part ************. FL Air notified us on 6/13/24 that the part was on back order until early July. We were shocked that a 2.5 year old unit failed in the summer in *******. We rented a RV lot in our RV until early July. The part still was not in and FL Air had no solutions to our problem. I asked how much it would cost to install a new condenser and was told it would be $4600. I contacted another AC company recommended by a member of the *********************************** This company confirmed the diagnosis, called every distributor in ** and **, threatened to call 8 on your side, and even offered to find a temporary condenser unit until the part arrived. On 7/21/24 after not hearing from FL Air or ***** we elected to have the other company install a new condenser at a cost of $6800. We no longer trusted FL Air to properly handle the problem given their lack of response over the course of 6 weeks. I would like to be compensated for the new condenser, and our out of pocket rent for 6 weeks.

  

  Business response

  07/31/2024

  Dear **************:

  It is unfortunate to receive your BBB complaint three years after we initially installed your new Rheem heat pump. Since installing your equipment on 12/6/2021, we have provided nothing less than 5-star service. At no point since installation have there been any problems with your equipment and we have regularly come out and performed timely maintenance at no additional charge. Due to reasons outside of our control, when your equipment did breakdown, we were unable to make the repair due to no availability of the broken part. Our office spent many hours exhausting every resource to get you cooling as soon as possible. We are a company that only operates in a professional and ethical manner, therefore a non-AHRI match condenser was not an option. Our company understands your frustration being without AC during the Florida summer, but due to the fact that we do not control backorders or the availability of parts, we respectfully decline your refund request.

  Sincerely,

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

  Owner

  Customer response

  08/05/2024

   
  Complaint: 22066355
  
  I am rejecting this response because: Yes, I referred your company to the BBB after 2.5 years, not 3, following installation of a 10 year warrantied product. We've lived in **** since 1999 and I like to use local services. After doing my research and getting 3 quotes I picked your company for it's 5 star ratings. 

  While your customer service was 5 star while everything was working, your company fell short when things went wrong.   You stated that your company spent hours trying to find a solution to our lack of cooling for 6 weeks.  However, this was not communicated to me.  The only response I ever received from your staff was "the part's not in," or "that's the luck of the draw."  I had to ask for options such as a portable AC and installation of a new condenser.  I believe you did not want to install a new condenser at an out of pocked cost of $4600 so you would not be out labor costs.  

  When I was referred to another company, they became my advocate from day 1.  Your company failed to do that.  Since your estimate for a new condenser was $4600, I'll accept that as a refund for the $6800 + RV lot rental incurred by us as a result of your company's failure to find a reasonable solution to our cooling problem,   
  Sincerely,
  
  ***********************

  

  Business response

  08/05/2024

  Dear **************:

  We respect your response to our rejection, but we are still refusing to give any form of a refund. Our offices have diligently worked on your behalf.  All of our phone conversations are recorded, so we can produce how we said more than one line responses to you each and every time we spoke. Our staff went above and beyond to try to help you. They spent hours on the phone, trying to figure out how long the back order would be and trying to expedite it, often times only to be disconnected. As your second company confirmed, the part that you needed is in fact backordered.  They may have said things like they would contact the local news or something, but that doesnt change the fact that the part is back ordered. It also doesnt make us a bad company because we didnt offer to contact a local news station. We advocated for you. We wouldve continued advocating for you and doing all that we could as owners to make sure that you were satisfied. However, the last conversation that we have you said nothing at all about being disgruntled with our company personally. Understandably, you were upset being without air. As you mentioned,  you do have a 10 year warranty and a five-year labor warranty under us, which we were in the process of honoring. Im not sure how the warranty has any relevance here though because you werent denied the warranty part or the warranty process. The warranty part was backordered. That is beyond our control. You decided to replace your condenser prematurely as a quick fix to the backordered part. You did so with another company who used a condenser that wasnt made to work with your air handler. As such, we have no intention of issuing a refund of any amount. 
  

  Respectfully,

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

  Customer response

  08/12/2024

   
  Complaint: 22066355
  
  I am rejecting this response because:I was merely giving examples of parts of conversations from your staff.  If you listen to the recordings, you'll also hear that I spoke with ***** regarding a phone call I had with *****.  ***** asked me to contact your company and refer you to the local parts service coordinator/case manager who would have options since we had been without air for 5 weeks.  Again, I heard no response from your staff. Perhaps if you kept getting disconnected, and were unable to get a part for 6 weeks on a 2.5 year old AC, you might consider vetting your vendors differently.

  I also disagree that we wanted a quick fix.  It had been 6 weeks and you not only didn't have the part yet, you didn't have a timeframe for when the part might be in.  I'm simply flabbergasted about the lack of empathy and compassion from your company about being without air in the summer in ******* for 6 weeks while having to endure increased out of pocket expenses and inconveniences.  Again, anyone I've mentioned this to has been outraged and incensed for us.  

  Nevertheless, at this time, it seems we're only going to agree to disagree.  But I'm curious of how you would feel or respond if this was your own family who had to be without air indefinitely while incurring rent or hotel costs. Also, is the part even in yet? 

  At this point I can only ask for an apology. This is the first time since living in the **** community (25 years) that I've referred anyone to the BBB or given a 1 star rating.  Incidentally, I also referred RHEEM to the BBB.
  
  
  Sincerely,
  
  ***********************

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