ComplaintsforQuality Cooling and Heating

• Initial Complaint

  04/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On Wednesday, March 30, 2022 we had a technician come out to our residence to diagnose an issue we were having with one of our AC units. During the service call I was brought over to the heat pump on the south side of our property and was told that the unit was tripping due to low pressure in the coolant line. The tech would attempt to apply charge to the unit and we both smelled coolant and heard hissing coming from somewhere in or around the unit. The technician then went up into the attic to look at the air handler and I was told that there was also likely a leak in that unit as well. He then proceeded to tell me that I would likely need to replace the entire system as repairing would be too costly and that he would have his supervisor send me a quote the following morning. Based on this information, I contacted my home warranty company to come up with a plan. On Wednesday, April 6, 2022, a technician hired by my home warranty company arrived to perform an inspection and report the findings back to the company. 30-45 minutes later, the technician returned from looking at the heat pump and handler and turned the system on. It worked flawlessly. The description of work performed states the following: "Replaced contactors & low voltage fuse". In discussion with the technician, he stated that there was absolutely no leak in either unit and the unit is now working fine. In the interim we had to purchase two portable AC units priced at $389.00 each from **** ***** (SKU: **********; price is after veteran discount). Had the unit been properly diagnosed and repaired instead of looking to make a sale on an entire system, this purchase would not have been made. In my non-professional opinion this is tantamount to attempted fraud and had I not had a second company look at the situation I likely would have entered a contract for replacement of the system as recommended. How many other people didn't have the second look and were actually talked into replacing systems?

  

  Business response

  04/18/2022

  First and foremost, we appreciate our current and past veterans. We would like to opportunity to clear up some of your concerns stated in your feedback. Our team tries to provide the best diagnosis possible, and you have the right of getting a second opinion. However, a second opinion isn't a fair indication to suspect us of being dishonest. The technician confirmed the outdoor unit had a leak by visually inspecting it with the homeowner seeing and hearing the leak as well.
  While we cannot reimburse you for the window units purchased while waiting on your home warranty company to send out their technician. As part of our satisfaction guarantee a refund for the service call, we provided is already being processed for you. Our company prides ourselves on honest, professional, and transparent services. We believe reading through previous 5-star reviews left by our other valued clients reflects just that. Please reach out if you'd like to further discuss your situation and clear up any confusion.
  
  

  Customer response

  04/19/2022

  Better Business Bureau:
  
  
  I have reviewed the response made by the business in reference to complaint ID 16994416, and while I accept their refund as I feel there is no further reco.pence I can ask for from the company, it would be unfair to future customers to allow it to stop there. I don't believe the complaint should just simply be swept under the rug and their 5-star rating should hold, just because a person accepts their attempt to "make right". A leak in an HVAC system doesn't just disappear and it doesn't rebuild pressure on its own. Thebunit has been running perfectly fine since the second tech came out and on top of that, mixed in with their good reviews are reviews very similar to mine, same problems, same recommendation and same result from a second opinion. Sure, you'll get good reviews when the individual doesn't get a second opinion and just goes by what they're told, which most people do. Once the system is hauled away, no one is the wiser. In that regard, in no way should this be removed or set aside as my damages were small, but how many others installed new systems when they didn't need to? It's not right.
  
  
  Regards,
  
  
  ***** ******

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