ComplaintsforELM HVAC, LLC

• Initial Complaint

  09/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  **** of ************ Aug 18, 2023 Amount of money I paid the business: $4600 Business committed to provide to me: fix my HV**.What the nature of the dispute is: reduction of the charge.Whether or not the business has tried to resolve the problem: Yes, but they were trying to scam us by convincing us to buy a new unit stating that our compressor was hit by lightning the night before. We agreed to do the new unit. On Aug 18, 2023, the new unit was installed, and an hour later, ELM HVAC called us saying that it is not working because there was a hole in the coil. We were not convinced with his problem definition and decided to ask another HV** service provider - ******* ************* Solutions to troubleshoot the issue. ******* ************* Solution checked and found that actually the freon line was not holding the pressure due to a leak. The technician ************************* was able to fix the pipe and the ** started to work.1. ELM HVAC didn't not check the freon pipe and roughly decided that our 7 year old carrier ** unit was at fault. We don't believe that was the issue and Elm HVAC was trying to upsell us with a new until. They identified that the problem was firstly the ** unit and in addition to that the coil break, but it was actually a leak in Freon pipe which is never mentioned in the diagnosis. The Coil was working totally fine, and we were not able to get the data to support the ** unit break other than a statement in the invoice. We should not replace a new unit at all in the first place. 2. The new ** unit ELM HVAC installed doesn't have any freon on it, so we ended up paying ******* ************* Solution another 900 for Freon.

  Business response

  09/21/2023

  Thank you for taking the time to leave this complaint.  We spoke about this issue several times.  I apologize that your system needed additional repairs. I tried explaining in great detail and we still refunded you for the repairs.  We run an honest business and we have never been accused of any lack of integrity issues.  If there is something we can do to put this behind us.  We at ELM HVAC are more than happy to accommodate your request.  I pray you have a great day and continue to be blessed. 

  Customer response

  09/21/2023

   
  Complaint: 20636242
  
  I am rejecting this response because:
  
  1. the service technician diagnosed the wrong problem 

  2. He couldnt provide any data to prove that our original unit is in default

  3. the new unit doesnt have any Freon and we had to pay additional 900$ to another service provide

  
  Sincerely,
  
  *****************

• Initial Complaint

  09/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  ******************* Warrranty (****) assigned our HV** claim to ELM HVAC on 6/12/2023 to fix our air conditioning unit. *** came out on 6/16, 6/30, 7/6, and 7/13, but the the air conditioning stopped working within a few days each time. On 7/17, we reached out to ELM and **** because the air conditioning stopped working. My husband and I then called almost daily until 9/8, leaving messages that we still needed to have the air conditioning fixed. ELM did not return our call or send anyone out to our home. On 9/********* said they would be at our house on 9/11 to fix our air conditioning again at 9AM. They showed up at 7:30 AM, as I was getting ready to take my daughter to school. I let them in the attic and said I would be back in 30 minutes. When I returned, they were gone. I called ELM, and the owner said they ordered a coil that would be covered under a manufacturer warranty and would be back on 9/12 to replace it. On the evening of 9/11, **** sent a message that my HV** claim was reassigned to another company. ELM didn't come on 9/12. On 9/13, the 2nd company found the coil was missing so they couldn't do anything. On 9/16, *** replaced the coil then worked on the unit outside. I went out a little later to ask the guy if he wanted to come in from the rain, but he was gone, and so was our ** compressor. The fan and cover were on top of the unit. ELM returned 9/18, replaced the compressor, and said it was all fixed. Later in the afternoon, the ** stopped cooling again. The unit upstairs appears to be leaking air in two places, and the floor was wet. My husband doesn't want ELM to touch our air conditioning anymore. The second company **** assigned to our claim is going to call me to schedule an appointment for later this week.

  Business response

  09/21/2023

  *****************, we here at ELM HVAC deeply regret the issue that took place on your installation.  There is no excuse for the delay in getting your system up and running.  You have been more than patient with us and you are justified in leaving this complaint.  I understand that you would like a refund for your new system, however, the equipment came at such a discounted price being that it was a home warranty claim.  I stand behind the conversation that we had about some sort of accommodation for you and your family.  We at ELM HVAC, will make this right for you and your family.  Have a great day.  Once again, our deepest apology.  We will make this right for you.

  Customer response

  09/22/2023

   
  Complaint: 20625932
  
  Dear ****************,

  I am rejecting this response. Although I understand the work and equipment were at a discounted rate, we still paid close to $3,600 for equipment and labor that have still not fixed our air conditioning. We have not received a warranty for the parts from you, so we can't see if any of it would be covered under a manufacturer warranty. We have been without air conditioning for over 90 days and after seven attempts by your company to fix it. Our home warranty insurance company reassigned the claim to another company. When they came to our house on 9/20, they found that the unit upstairs was leaking fluid on the attic floor because it wasn't capped off, the pan was in the wrong place, and the unit was leaking air in two places. In addition, the unit outside isn't working. The company is trying to work with our home warranty company because they do not want us to be charged again for equipment, since we already paid your company for equipment. However, they still need to order new equipment because the ones your company installed do not work. I know you said you would make things right, but you also said our air conditioning was completely fixed when it wasn't. The work and equipment has actually caused more damage than when you started the work on it in June. At this point, making it right would be refunding the money we paid because the equipment and service you provided did not fix our air conditioning.
  
  Sincerely,
  
  ***************************

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