I purchased an air conditioner unit from Gene's. The unit has started to settle. Called for it to be leveled. Problem not fixed.
In 2009, I purchased an air conditioner/heat pump from Gene's Refrigeration. The exact cost of the unit was in excess of $5,600.00. It was installed in February 2009. This unit is rather large and very heavy. It was placed on a hollow piece of plastic at the time of installation. The weight of the unit and heat from the sun has caused the plastic base the unit was placed on to bow and began sinking toward my house. In the past three years the unit has shifted a large amount. I called for service to have the unit leveled. I was advised a new plastic base would be installed and the unit would be leveled. Friday, April 3, 2015, a service man came to my home from Gene's Refrigeration to level the unit. He came alone with not supplies to level the unit. He advised me he needed gravel or rocks to level the unit. He used bedrock from under my pool deck...a very large amount of bedrock. The unit is still not level, the plastic base was never replaced, and the plastic base is bowed so badly that it now holds water under the air conditioning/heat pump unit. Called and sent pictures to Gene's and was called back on Monday, April 6, 2015, by *** and advised that I haven't called for service in 6 years and that my ground around my house is settling. My house has been standing for 25 years...it's not the ground around my house that is the problem. I paid $178.00 on 4/3/15 and was advised by *** that it would be another $225.00 for them to come out with two (2) men to level the unit and replace the plastic base. He was argumentative and provided no customer service. I became so frustrated that I hung up. It should be noted that ***** the service man told me that these bases and units are always needing leveled. I think a charge in excess of $400.00 to replace a base that is inadequate to handle the weight of my unit is crazy.
I am seeking reimbursement of the $178.00 that was paid for the shotty workmanship that was provided with the use of my bedrock. Even the secretary, ***, there indicated that she was surprised that the base was not replaced and said the photographs that I provided her were sufficient to warrant them coming out and replacing the base. I wouldn't want this company on my property again or anywhere near my unit. I will look for another company to properly level the unit on a cement pad or stones. A child could have done a better job.
The unit was installed six years ago. According to the customer, the unit only started shifting within the last three years and it was shifting towards the house. It is our experience that (1) if a unit is going to shift from the installation, it would have shifted with the first change in temperature and (2) when a unit shifts TOWARDS the house, there is a foundation issue. If a unit shifts, it usually shifts away from the house because of the grade around the house.
The industry switched to plastic pads 20 years ago because patio stones do not hold up under the weight of the larger units. If the soil around the house is unstable, the plastic pad will bend to conform to the ground. It is common HVAC practice to install these units with a plastic pad.
Manufacturer warranties require annual maintenance and the customer admitted to never having the unit serviced (where shifting may have been noticed) and our records indicate that this is the first time the customer has contacted us for any issue including the shifting.
We did send a technician out to try to level the pad. He informed the homeowner that he needed gravel to place under the pad so the water will drain away and she agreed to him using the gravel under her deck. We would normally charge $425.00 for the service that has already been performed but we only charged her $178.00. When she wasn't satisfied with the result and sent photos, the install manager (***) reviewed the photos and spoke with the technician. The unit appeared to be level and the pad was flexing to the contour of the ground. The next step would have been to send two technicians out to completely disconnect and remove the unit and replace the pad with another plastic pad. Again, this is something that we would normally charge $425.00 but *** offered it to her for an additional $225.00.
Given that: through the homeowner's admission, the unit only started shifting within the last three years, the unit was shifting towards the house instead of away, the plastic pad is designed to adapt to the ground and will flex accordingly, we tried to resolve this issue at a reduced price, and the homeowner waited three years before contacting us, we do not feel that a refund is justified.