ComplaintsforG. R. Freeman Heating & Air Conditioning, Inc

• Initial Complaint

  05/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We purchased a new furnace and A/C unit from this company in 2018 and every year since the install we have had to call because the A/C unit isn't working. Someone is sent each time to repair the unit which is for the same reason each time as the unit gives us an error code. We feel this unit should be replaced as we should not have to call every year because the unit isn't working when it is new and hasn't work correctly since purchasing the unit. Every time a service person comes to fix the unit they are there for hours and cannot seem to figure out a cause for the unit not working. Each time a part is replaced and stated that the problem is fixed and shouldn't have anymore issues. The unit will work for the remainder season and then when we turn the A/C unit on the next year the process starts all over again. It was already "fixed" in March and now has started happening again for the second time in 2022. All the company is doing is placing a "band aid" on the issue and not correcting the problem, the unit should be replaced as it has not worked correctly from the start. I have asked for a manager/owner to call me every year this happens but I have never received a call. I have attached a copy of the error code that keeps reoccurring.

  Business response

  06/08/2022

  Business Response We are very sorry that you have had these issues with your system that you had purchased from us back on 8/27/18. First off, I am very glad to see that you have not been burdened with any additional expenses on the repairs of the system because you have a 10-year parts and labor warranty that covers everything. If this is untrue, we will gladly correct. It is always frustrating when something new isn't working as smoothly as hoped. This was brand new technology to the residential market, and it has shown to have some stumbling along the way. For that, we are very sorry. Back on 4/19/19 through 6/7/19 we were out at your residence a couple times working through some error codes with the assistance of the manufacturer's tech support. These can be tricky things because the problem is not always what the error code states, it's often a starting point. I believe that we ended up replacing a circuit board and tried to find a leak that would cause an "OD Low Suction Pressure" code, to no avail. In 2020, we don't have record of you calling in with a problem... but that was in the thick of COVID and I'm pretty sure nobody went anywhere that they didn't have to or had anyone come to them that didn't have to. On 5/20/21 we came out because the air wasn't working and diagnosed that the high and low pressure transducers were out. We got the system running and had to order new transducers. Sadly, like most things around this time, it took forever to come in and was past cooling season when it did. On 3/24/22 we did come out before the season started to replace one of the two transducers. The other one was not changed at that time because it had a higher brass content on it and it had a warning statement attached to it about particular brazes to be used in specific. We decided to not change that one until we had better clarification from the factory on it. On 5/25/22 we went back out to replace the other transducer after getting clarification. That brings us up to date. It appears that we essentially had 2 service issues of concern. The first being in April through early June in 2019 and then the second being from May of 2021 diagnosing a problem and not receiving the parts the rest of that season and then trying to get it taken care of this March and May of this season. We are very sorry for any days that you have been without cooling. After speaking with the techs (mind you this is over 4 years of time) they lead me to believe that some of these calls were error codes that showed on the thermostat but still allowed you to have cooling. I hope that this is a case of being a nuisance and not leading to a lot of temperature discomfort in the home. I notice that we have no record of you having maintenances done on the system. Some of these nuisance calls may have been headed off early on if a technician had been able to go over the system, properly cleaning, looking for soft faults, etc., before they become issues (typically a month or two before the demand of the season). In regards to asking the techs to have a manager call you, we are sorry... and human. I didn't see where a tech noted for a call to be made. Techs often have the next call or what is remaining to be taken care of for that day rolling in their head. When techs have a lot on the schedule, they have been known to put the bare minimum of information in their service notes (I am guilty as well in this). This reveals an opportunity for better training in our meetings and re-emphasize the importance of a customer-centric culture in our company. In summation, you have an incredibly high efficient air conditioning system that has had 2 (embarrassingly drawn out) service issues over a 4 year period that has not left you without cooling in your house for any extended period of time, to our knowledge. You have a 10 year peace-of-mind parts and labor warranty to cover things such as these so that you are not out of pocket for anything. For our dropping the ball in the communication department, we would like to offer you a maintenance agreement ($199 value) for free. Consumer Response (The consumer indicated he/she ACCEPTED the response from the business.) Thank for addressing our concerns. I had called in asked for manager/owner to return call, all we wanted was an explanation and for someone other than a tech to speak to us about the problems because every tech would give us a different answer than the last. I will say that *****(tech) was very helpful and took the time to answer questions we had and if he was unable to provide the answer he was honest and said so, instead of giving us the run around. Fingers crossed all we need is just annual service and no other error codes to fix.

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