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Consumer Complaints

BBB Accredited Business since 12/30/1993

Helms Heating & Air Conditioning, Inc.

Phone: (704) 821-6255Fax: (704) 821-4378

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Customer Complaints Summary

1 complaint closed with BBB in last 3 years | 0 closed in last 12 months
Complaint TypeTotal Closed Complaints
Problems with Product / Service1
Advertising / Sales Issues0
Billing / Collection Issues0
Delivery Issues0
Guarantee / Warranty Issues0
Total Closed Complaints1

Complaint Breakdown by ResolutionAbout Complaint Details

Complaint Resolution Log (1)
08/20/2013Problems with Product / Service | Read Complaint Details
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Complaint
A/C unit not putting out air. ***** Co.said I was out of freon. To replace it was $100 a liter. Needed 5 liters which.Paid $599 24 hours I had no
air.
I telephoned ***** Heating & Air to check my air conditioning (A/C)unit. A technician came out on June 11, 2013. At the time of service I told the technician that my A/C unit was not putting out any cold air. the thermostat read 80 degrees in my house. The technician checked my A/C unit & said I was completely out of freon. He stated that obviously I have a leak but he can give me two options, 1). Get a new A/C unit which would be about $3,500 or her can replace the freon @ $100 a liter, in which I needed 5liters and he said this would get me through the summer. So I chose option 2 to get through the summer because I did not have $3500 up front for a new unit that day. Twenty-four hours later, I had no air again. So, I contacted the company and they sent someone out the next day to check my A/C unit. When the ***** representative came out the next day to check my A/C unit he said I have a bad coil and I needed a new unit. There was no quick fix like welding the hole where the unit was leaking. I asked the owner could they replace the part since it was their error for not checking for the bad coiled first & I could have saved $599. He said no, the only thing he could do is replace the coil if he could find the same model number without a warranty and it would cost me $2200 that's with the $599 subtracted. I explained I could not afford that plus with no warranty the part could go bad in 24 hours & I would be back in the same predicament as before with the $599 & would be out of money & service repair. I then asked the owner could he do a payment plan for a new A/C unit since it was their error. He said no, with no offense to me. but because he has been burned in the past by customers not paying. So, i was left with no other option. My kids & I have endured countless nights of being hot in this house because of no air. I did buy 1 A/C unit for the window from Lowes but it only cools 350 sq. ft., which is enough for only 1 room. I asked the owner to at least refund me so I can buy 2 or more A/C units for the window with the $599 that I'm out. He said unfortunately no, he can't do that either because they put in 5 liters of freon. If it was a part they could recover & refund me they would but not freon. I then asked for some of the money back and he said no he can't do that either. I called around to other heating & air business & told them my situation and experience with ***** Heat & Air. They said if the error was on their part with not checking the to see how bad the coil was first before adding freon they would try to work something out with me to make the customer happy. This is the first time I am truly not satisfied with ***** Heat & Air because I have always used them for my A/C repair issues in the past.

Desired Settlement
Refund part or all the money paid to them for unsatisfactory service($599), installed payment plan for a new unit, or warranty on R22 coil (no longer manuactured)

Business' Initial Response
One of our Service Technicians, Dion, responded to a service call from xxxxx ****** on June 11, 2013. When he arrived the air conditioner was not cooling because there was not enough R-22 in the system. He told Mrs. ****** she had a leak and gave her options for a leak search, replace the the old equipment, etc. She said she just wanted the most inexpensive fix at this time. xxxxx said he could recharge the system with R-22 but there was still a leak somewhere and there was no way to tell how long this repair would last. xxxxx collected $599 for the R-22 and the diagnostic. Two days later Mrs. ****** called back in and said her air conditioner was not cooling. A different technician, xxxxx, responded and the R-22 had "leaked out". We checked a few additional areas and determined that the evaporator coil was the source of the leak. We quoted $ 2080 to replace the coil. Mrs. ****** did call to discuss with me that she could not pay to have the repair done at this time and what were her options. I told her I could credit the $ 599 she had already paid us towards the coil repair to bring her amount to $ 1481. She explained she still did not have this much. She asked for a payment plan but we do not have that. I explained we take all major credit cards but do not do in house financing. I also explained I could not just refund her the $ 599 for the R-22. We explained the possibility that the repair would not last and we knew the system had a leak but she wanted to try the cheapest option for now. It is unfortunate that this repair did not last more than a couple of days but it certainly was not going to last more than a month but this is the option she choose. My offer to credit the $ 599 towards the new coil stands.

Consumer's Final Response
(The consumer indicated he/she DID NOT accept the response from the business.)
No, I do not accept their response because it is very inaccurate. The technician xxxxx did tell me I had no freon . He said I had two options: 1.) I could pay $100 a liter for freon to get me through the summer or I can pay $3500 for a brand new unit. I said I would pay for the freon because it was the cheapest route and if I can get through the summer that would be perfect. I called 24 hours later to say that I had no air not two days like the manager stated in his response. The office said they could not send anyone out the day I called but it would be the next day before a technician could come out. I had no cjoice but to wait. The next day they sent out a technician name xxxxx and he said he was going to check my coil to see how bad the leak or to see if the leak could be welded. At this point, I was told that the coil was really bad and could not be repaired. I need a new unit bottom line. Now, if I would have known this before hand I would not have spent $599 for 24 hours of air. I did not know anything about the coil until the second tech came out. I called at least two other heating and air repair service company to ask their opinion and they said if it was there company they would check how bad the coil was first before putting in freon & to see how bad the leak before putting freon in. And that it was an error on the company's part for not checking first. The manager of ***** was not there to hear what his technician told me. His technician xxxxx told me that he was really sorry and he felt bad and that he would talk to his boss to see if they can give me some of my money back or find the part for me.Which I thought was very thoughtful and sincere on his part. I told him to call me back the next day with an update after speaking with his boss. He called me back & said he found a part but it would cost $2022 for them to repair & they could not offer a warranty on a part not being made any more. I told him that was too much & then it does not give me a gaurantee that the part would not fail on me w/in 24 hours like the freon. That's too much money to risk with no warranty. He said he was sorry again and that his boss said he would not be able to finance a new unit either because of being burned in the past by other clients. I decided to call the manager myself & I asked him could he just give me all or even part of my money so that I could buy second window unit. This way we both would not be completely out.He stated no unfortunately he cannot because it was freon & it all leaked out. If it was a part that he could recover then maybe. Now, he doesn't want to be out of money as a company but as a customer I was out of $599 for just 24 hours of air. Not fair!Another heat & air company stated that as a professional company it is there job to check for major leak and/or a bad coilfirst & explain to the cusotmer after doing a diagnostics. If the coil has a major leak and cannot be welded or repaired they would tell the customer that it would not do any good to replace the freon because of the damage coil that the freon would leak right out.***** did not tell me this on the first visit.***** told me about the coil on the second visit. Why did they come out after I called 24 hours later with the complaint of no air? Because they came out to see what was really the problem which was the bad coil otherwise if they would have told me about this on the first day. There would not have been a second visit. I am not the professional they are & they should have known this information. Trust me, I would not have paid $599 if I knew that the coil was ba with a major leak that was not able to be repaired. Moreover, the manager was not there on either days that the techs came out, I have never seen him. So, his technicians told him their version after the incident & I am telling mines now after trying to resolve it with them first. I do not have $599 to throw away. The information the technician gave me was very convincing that I would have air for awhile & not for just 24 hours This is why I wrote them a check for $599.In my opinion, this is not resolve because I'm still out of air & money. I just wanted to tell my story so others will be careful that this does not happen to them.

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Heating & Air Conditioning, Air Conditioning Contractors & Systems

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