ComplaintsforLong Heating & Air Conditioning Inc

• Initial Complaint

  09/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The upstairs HVAC unit was not properly installed according to two different independent HVAC companies. There are several issues; primarily that it was not registered properly and thus not being eligible for a warranty repair now that it is not working properly. I have been told there is no liquid line dryer installed. Also, they installed a "spider system" of cooling ducts, which is an improper installation. These issues may have contributed to the failure of the compressor (according to the maker of the unit) which is not not covered due to their inaction as well. This unit is just over 6 years old and I purchased this house and lot from the very beginning. My hope would be that Long would either provide a new compressor or to repair it themselves. I have attempted to call and they have only wanted to communicate through email. I would wish to resolve this through BBB rather than small claims court or by finding any neighbors who may have had similar issues and seeking something further that way.

  Business response

  09/14/2023

  We have called and spoken with Mr. ******. We register equipment for homeowner when we perform a changeout but on a new construction build it is the homeowners responsibility to register his/her equipment.  With new construction we offer registration assistance but in order to assist the homeowner must reach out to us and let us know they have purchased the home. When we finish the HVAC in a new construction house it is unoccupied and we have no idea when someone purchases the home. Homeowner information is needed (name, phone number and Email address) before equipment can be registered. The builders do not give us this information therefore there is no way for us to register equipment unless the homeowner reaches out to Long Heating and Air and lets us know that they have purchased the home. All of this has to be done within the 1st 60 days of closing. The home and the HVAC equipment was installed per code 7 years ago and passed inspection. 

  Mr. ****** stated that he was not aware of needing to register his equipment so as a 1 time courtesy Long Heating and Air will replace his outdoor unit and coil at no charge. This will allow Mr. ****** to have his outdoor unit and coil registered and will give him a 10 year parts warranty. However, The manufacturer requires that the homeowner have proper and routine maintenance performed on the system or they do not have to honor the 10 year parts warranty. After we install the outdoor unit and coil it will be Mr. ******'s responsibility to have the proper and routine maintenance performed by a licensed HVAC contractor. The work is scheduled to be performed on September 20th 2023. 

   

  Thank You

  Jason W*****

  Customer response

  09/14/2023

  Better Business Bureau,
  
  I have reviewed the response made by the business in reference to complaint ID ********, and as long as they follow through with their promise it is satisfactory. I am happy to report back when the unit is replaced.  
  
  Regards,
  
  ******* ******

• Initial Complaint

  07/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Long Heating and Air Conditioning (Long) replace the compressor in our HVAC unit, which included new refrigerant and inline filter on January 24th 2023, for $1612. This replacement of the compressor was recommended after a service check up. March 27th 2023 we called Long because a water spot formed on our ceiling which is directly under the HVAC air handler and coils. This would be the location where the refrigerant lines would be connected from the new compressor. We call Long and he moved the pan to the correct position. He stated it was like that from the “original” install, but it has not leaked in 6 years. This was obvious that during the installation of the compressor Long moved the pan. I just wanted them to replace the pan and I offered to take care of painting the ceiling. During the visit to correct the pan location, Long found that the refrigerant levels needed to be adjusted. This was surprising since the compressor and refrigerant were just replaced 2 months earlier. Long recommended $3143.92 of additional service to the “upgrade” the unit. On 06/27/2023 we called Long because our HVAC was not working. Long’s assessment of the HVAC was that the coil and expansion valve needed to be replaced at a cost of $2500. This was surprising to us because, Long came and replaced the HVAC coil and expansion valve in April of 2022. We suspected that the installation of the compressor was not properly executed by Long in January. We contacted Long and they refuted our data. Long went as far as suggesting we should just replace the entire system for $8000. We felt we should obtain a 2nd opinion to confirm our suspicion that Long may have installed the coil, expansion valve and compressor incorrectly. We contacted ******** ******* Air Cond. and **** ******* ***** to obtain an assessment of our HVAC. Both companies indicated that the refrigerant was either over filled or dirty, a new filter and replacement of the refrigerant would be required.

  Business response

  07/26/2023

  The Compressor and filter drier were replaced January 24th 2023. The compressor and filter drier are outside. We do not go into the attic during a compressor installation. The Air Handler refrigerant lines are not disconnected during a compressor replacement so there is no possible way we could have caused the Air Handler pan to move because we had not performed any work on the Air Handler after the summer of 2022. 

  It is Very common and often necessary to adjust the refrigerant charge when a major refrigerant component is replaced during the winter months. The reason for this is because there is no heat load on the system during winter months. When it is cold outside we weigh in our charge and come back to make any necessary adjustments when it gets above 65 degrees Fahrenheit because per factory recommendations you are not supposed to turn the AC on when temperatures are below 65 degrees outside or you have the potential of damaging your AC System. 

  When replacing a compressor and or coil we always replace the filter drier, Pull a vacuum to 500 microns to insure we do not have impurities or dirt in the line, use new virgin 410A refrigerant to charge the system. There is no way we could have added "Dirty Refrigerant" because the refrigerant that is used is from a factory container that has a check valve that will only allow refrigerant to flow outward. There is also no way we could have overcharged the system because the system was charged to factory Subcool specifications. I'm sure both companies did recommend a new filter drier as well as new refrigerant because both are required when replacing a major component on the AC system and that is also per factory recommendations. However Replacing the filter drier and adding new refrigerant will not resolve the issue unless the TXV is replaced in the process. It could possible buy some time but the TXV in the evaporator coil is not opening and closing properly.   

  As always when a customer has more than 1 major component fail we always give the option of unit replacement. The customer was never told or lead to believe that "you must replace your system"  we simply quoted the customer repair options as well as replacement options. We do the same for every customer with similar issues. 

  We stand behind our diagnoses that the TXV failed and also stand behind the fact that each repair that was made was made correctly and in accordance with factory recommendations and specifications. 

  Customer response

  07/27/2023

  I ask Long to address the assessments of the other professionals that provided their diagnosis. 

  Customer response

  07/28/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. 
  
  
  We reject the response by the business because they failed to address the assessment of the two other HVAC service professionals submitted with the complaint.
   In addition, Long performed semiannual maintenance on January 24, 2023.  At this time, they did go into the attic.  The compressor and coil were not replaced on this day.  
  We are currently without air conditioning upstairs, and have been since June 26, 2023.  This is in case BBB would like us to obtain additional assessments of Long’s workmanship.  

  Regards,
  
  *** ******

  Business response

  07/28/2023

  What tools were used to come to the conclusion the refrigerant was dirty or the system was over filled? While I agree that those things could potentially cause a Thermal Expansion Valve to fail however I'm still not clear on the other companies accusations. Did they say that the refrigerant is dirty or did they say that the system was over filled? Or did they simply say "These are things could potentially cause a Thermal Expansion Failure"? The only way to tell how much refrigerant is in a system is to remove all of the refrigerant in a recovery cylinder and weigh it.  

  The compressor was replaced in January due to it being electrically grounded (Electrical Fault).  After the compressor was replaced the filter drier was also replaced during the same process, then a vacuum was pulled to 500 microns and virgin refrigerant was added by weighing in factory charge of 7.67 pounds. When the technician went back on March 27th 2023 he added 0.6 pounds of virgin 410A refrigerant to get to the factory recommended subcool of 10 degrees. Once a system has been charged to factory subcool it is charged 100% charged to factory specifications. Again we only use new virgin refrigerant so every once that was added to the system was from a sealed drum of R410A refrigerant. 

  We did have a technician out on January 24th to perform a heating maintenance. However we do not do anything on a maintenance that could cause a 110 pound Air Handler to shift. We simply take the door off and then everything is checked using an 6.4oz voltmeter. You can see from the picture that was provided that the original Installer used 2 different size pans and left the front left corner of the Air handler slightly overhanging the pan. Any water that accumulated in the system would drip out of that corner. The original Installer also never added an emergency float switch to the secondary drain pan so there was no safety put in place during the original installation for any water issues. Long will always take responsibility if we are at fault however we can not be responsible for another companies installation issues. The system ran great for 5 months after compressor replacement until a mechanical failure of the Thermal Expansion Valve.        

   

  Customer response

  07/29/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. 
  

  Responses are below after each argument raised by Long.

  Long Argument:

  What tools were used to come to the conclusion the refrigerant was dirty or the system was over filled? While I agree that those things could potentially cause a Thermal Expansion Valve to fail however I'm still not clear on the other companies accusations. Did they say that the refrigerant is dirty or did they say that the system was over filled? Or did they simply say "These are things could potentially cause a Thermal Expansion Failure"? The only way to tell how much refrigerant is in a system is to remove all of the refrigerant in a recovery cylinder and weigh it.  The compressor was replaced in January due to it being electrically grounded (Electrical Fault).  After the compressor was replaced the filter drier was also replaced during the same process, then a vacuum was pulled to 500 microns and virgin refrigerant was added by weighing in factory charge of 7.67 pounds. When the technician went back on March 27th 2023 he added 0.6 pounds of virgin 410A refrigerant to get to the factory recommended subcool of 10 degrees. Once a system has been charged to factory subcool it is charged 100% charged to factory specifications. Again we only use new virgin refrigerant so every once that was added to the system was from a sealed drum of R410A refrigerant. 

  Customer Response:

  Customer is not an expert at HVAC systems.  Customer paid two HVAC experts to assess the system and attached the service reports.  Long can refer to the service reports or contact the two professional services for an answer to their question.

  
  Long's Argument:

  
  We did have a technician out on January 24th to perform a heating maintenance. However we do not do anything on a maintenance that could cause a 110 pound Air Handler to shift. We simply take the door off and then everything is checked using an 6.4oz voltmeter. You can see from the picture that was provided that the original Installer used 2 different size pans and left the front left corner of the Air handler slightly overhanging the pan. Any water that accumulated in the system would drip out of that corner. The original Installer also never added an emergency float switch to the secondary drain pan so there was no safety put in place during the original installation for any water issues. Long will always take responsibility if we are at fault however we can not be responsible for another companies installation issues. The system ran great for 5 months after compressor replacement until a mechanical failure of the Thermal Expansion Valve.

  Customer Response:

  We have paid for Long to perform HVAC biannual service since 2018 (invoices attached).  None of the service visits indicated that the pans needed any service/attention.  It is ironic that when a problem caused by Long during the January visit, the customer now needs service/upgrade to the pans.  In addition, an employee of Long, Chuck A********, did install the original system (invoice attached).  

  The customer asks Long to take responsibility for their action by just refunding a portion of the money Long has charged the customer over the past 6 years.  The amount of energy and time Long has put into defending their mistake is a reflection of the type of business that they have become.  I hope no person has to go through this type of event in the future with a business like Long.

   

  
  
  Regards,
  
  *** ******

  Business response

  08/03/2023

  We never stated that we were not willing to help the customer. We have and are still willing to help. However I have not seen any previous message asking for help? I must have missed the message asking for help because only messages that I recall receiving were messages stating that the coil and or compressor installations were not done correctly. We have not taken any "time to defend ourselves". We simply wanted everyone involved to know that the proper steps and proper care was taken for both the compressor and the Coil replacement. Mr. and Mrs. Cooper have been great customers and we sincerely appreciate their business, We just disagree with the accusations of poor workmanship brought against us with no proof of wrong doing. HVAC companies are always going to blame the last company that was out there because they will do whatever it takes to gain a customer. That is why I ask to see the proof of the system being over charged or proof of dirty refrigerant in the system. Again we never stated that we would not help the customer in any way. We said that the failure of the Txv/Coil was not caused by poor installation on previous visits. If the customer would like us help please let me know what we can do to. 

   

  Thank You

  Jason 

  Customer response

  08/07/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. 
  
  Jason, we appreciate your willingness to resolve the issues that we have presented.  We have asked for help and your initial response was to replace the coil (@ $2500), then you recommended we replace the entire system (@ $9000).  You understand that we were skeptical about your recommendations, so we had two other professionals assess the failed HVAC system.  The two professionals concluded that the system was failing due to issues with the refrigerant, caused by recent repairs (Coil and Compressor replacement performed by Long).  The help we request from your company is a complete refund of the coil and compressor repairs performed by Long in April 2022 and January 2023, a total of $3237.12.
  
  Regards,
  
  *** ******

• Initial Complaint

  01/11/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In March 2022, we purchased a townhome from ******** ***** ** **** *****.   Since we bought the home only 10 months ago, we have had continuous problems with the AC and heating unit. Our record will show that we have filed several reports with Long Heating and Air, as the unit has not been working properly.   The first time we reported an issue (Summer 2022), we were left without AC for 5 consecutive days. We were told someone would come on a Monday to look at the unit. In order to be at the house for that, I took a day off from work. No one ever came, so in addition to being without AC during the summer, I lost a day of pay. Plus, our electricity bill skyrocketed from trying to cool our home.   We were later informed that the reason no one came was because the replacement part Long Heating and Air was waiting for had not arrived. However, had we been notified of that in a timely manner, I would not have had to miss a day of work, waiting for someone who never showed up.   The next day, someone did come to look at the unit. We were under the impression that a replacement was going to be made (hence the fact that we were waiting for the part to arrive). The replacement was not made. Instead, there was just a “repair” made, which is not as effective as a replacement, nor does it explain why no one showed up the previous day.   This repair did not solve anything, and we continued to have issues with the unit. We were later informed by Eric (of Long Heating and Air) that some of our unit’s cables were improperly placed. We believe this is contributing to the ongoing problems. In December 2022, during Christmas Week (when temperatures were well below freezing), the heat stopped working. Each time we file a report and have someone come is another day I’m having to take off work without pay, yet nothing is being resolved. It has become obvious that continuing to “repair” our unit is not the solution. A unit that has been repaired so many times is not going to work the same way it once did, and clearly, it will lead to more problems. Every time there are extreme weather temperatures (high or low), our unit has problems. It will even occasionally make sounds that a brand new unit certainly should not make. We bought a new house specifically to avoid this sort of issue. When we pay for something brand new, we expect it to work properly. Now we have a unit that’s been "repaired" or messed with more than 5 times in less than a year.   We have requested a record of each time a report has been filed with Long Heating and Air, along with a record of each time someone has come to look at the unit; however, Long Heating and Air refused to provide us with one. They say they will email the information yet never do. It is clear that our specific unit came defective from the beginning or with underlying issues. When the warranty runs out, if the unit is still causing problems, there is nothing that can be done for us, and that is unacceptable. Therefore, we kindly ask that the unit be replaced.

  Business response

  01/22/2023

  We spoke with ****** ****** (home owner)on 1/16.  We have them set up for a appointment to replace outdoor unit on 1/25. From my understanding we tried to go sooner but the only available time was 1/25. 

• Initial Complaint

  08/05/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Long Heating and Air Conditioning installed my HVAC unit in 2021 at the location of my new home. The new unit was caked in clay, not level and had an obvious refrigerant leak, and in addition to not being installed level developed a knocking sound of the fan blade against the fan housing. This was all obvious at install, raised by those onstie, inspectors that came by later and 3 house calls by Long Heating and Air Conditioning. In all those instances Long's team of crews were too incompetent and inexperienced to diagnose the problem or listen to others and solve the obvious problems outlined above. After 3 visits from Long who did nothing to fix the problem, we called ******* ******* Solutions who identified the issues above and came up with a short term and long term solution the same morning. All of these problems were a direct or indirect result of Long not knowing what they are doing and having incompetent staff installing HVAC equipment and management not caring about the outcome.

  Business response

  08/08/2022

  Mr. ****** is correct in that the system was installed in 2021. The house was done in 2 phases. We performed the inside work 1st in April of 2021 then months later in September 2021 upon the builders request we installed the outdoor Units. The evaporator coils come pre charged with nitrogen to ensure they are not leaking upon installation. That is not to say that they were not possibly  leaking when Mr. ****** moved into the home because they very well could have been. The units are leveled upon installation, however many time the ground around them will settle and the units can then become unlevel. The units are brand new when they are installed and do not have dirt or debris on them. We try our best to have the builders allow us to install the outdoor units as late as possible during the construction phase but they usually push us to do it as soon as possible so the floors don't buckle and the drywall and paint can dry. Once the outdoor units are set we typically do not return to the house unless the builder or homeowner has a complaint or issue. Once the house closes we give the new homeowner a 1 year labor warranty to address any concerns he or she may have. We only show being at the home 1 time since closing and that was because the homeowner a wanted different color soffit cap and a different color supply vent. Not saying Mr. ****** is incorrect, I just don't have any record of being there to address any of the issues that he is wanting addressed now. If the evaporator coil is leaking We will get it replaced and get the outdoor units leveled. I see where Mr. ****** included a maintenance contract and we encourage homeowners to have the maintenance done because the outdoor units will get very dirty, especially after construction. The manufacturer recommends having the maintenance done twice a year. We offer a maintenance plan, However We are not responsible for cleaning the outdoor units or general maintenance free of charge once the units are installed because it is the homeowners responsibility to maintain upkeep on the HVAC equipment. We are going out to Mr. ******'s property today and will do everything we can to resolve his issues. 

   

  Thank You

• Initial Complaint

  06/30/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The date of the transaction was 6/29/2022. The following is the reason for my complaint. Long Heating and Air installed our units on a newly constructed home. One of our units went out, so we called them to come out and check to see what the issue was. We were told it would be a service charge and labor charge. This was understandable as the 1-year warranty for service and labor expired on 7/2021. The receptionist let us know that the parts would be covered. However, we were misled. Even though our parts were covered, they did not have the means to replace it with the original equipment for the unit. I was told they would have to file a warranty claim with the manufacturer of the AC unit and get the part from them and then they would come out to install it or we could use their generic brand of the same part but would have to pay for it out of pocket. If not, we would have to wait a week. This was very misleading and unethical. I think it is deliberate way of making money off of the customer. AC capacitors should last throughout the lifespan of your HVAC system, or around 20 years. We paid 305.00 total for this service so that we could be comfortable in our new home. It is summertime and due to health issues, I cannot be in high temperatures. I would like the total of the part back not the labor which is $195.00

  Business response

  07/05/2022

  We went out on 6/29/2022 and replaced a capacitor with the homeowners approval. The capacitor was in fact under warranty but the labor was not. The homeowner was given the option to (1) wait on the manufacturers part and pay the labor to replace it or (2) Install a generic brand capacitor that we keep on our trucks. In order for us to get credit back on a warranty part we have to have a direct replacement from the manufacturer before they will warranty an item. If the homeowner wanted us to replace the capacitor under manufacturers warranty we would have had to get a direct replacement from the manufacturer. The homeowner was given the option and they decided to pay the extra $30 to install a generic capacitor. We only charge $30 more for a non warranty capacitor vs a warranty capacitor. Once a warranty part is deemed bad we must go pick up the warranty item, replace the part, take the warranty part back to the shop and then it takes approximately 2 hours to file the warranty paperwork from start to finish. That's why there is a labor charge associated with the replacement of a warranty item. The homeowner decided to pay for the generic capacitor because they did not want to wait on the warranty part and she wanted her AC fixed that day. I spoke with the homeowner directly and tried my best to explain everything to her. I explained to her several times that she did not have to pay for the generic capacitor if she wanted to wait on the manufacturers replacement part and save $30. Her response was " I'm not sitting in this hot house so ya'll get my AC fixed but I'm turning ya'll in to the better business bureau."  As always This call was performed with honesty, integrity and with the homeowners best interest in mind. 
  

  
  
  
  

  Customer response

  07/06/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. 
  The reason I am rejecting this offer is this should have been explained prior to coming out to the residence. The appointment setter/receptionist should have said that even though the parts are under warranty if we have to use our parts on our truck that there would be an additional charge for the part. I do not understand how as the unit installer that they do not keep parts in stock for units that they install. The phone call was very misleading and I feel that this is intentional to get money from customers. This unit is only 2 years old and capacitors should last the life of the unit. I'm not asking for the labor or the service charge back. I am asking for the cost of the capacitor back. They have the old part which they can send in to the manufacturer to recoup the cost of their part. 
  
  Regards,
  
  ******* *********

  Business response

  07/08/2022

  We can not keep all manufacturer's parts on our vehicles because we install 5 different brands of equipment and that would require us to keep around 5,000 parts on our trucks which is impossible. Also the capacitor does not usually last the life of the unit. We can not "send the part in for warranty" because in order to do that we would have had to order a replacement part and would have had to wait and install that part on a different day and the homeowner did not want to wait for that. Again the homeowner was given the option to replace the capacitor with a generic brand or wait and get the replacement part from the manufacturer and the homeowner made the decision to use the generic capacitor. In order to resolve this issue I will refund the homeowner $30 for the cost of the part. Thank You

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩