Complaint Category: Improper or inferior repair
TECH CAME OUT AND ASSESSED THAT AIR CONDITION COIL NEEDED CHEMICAL CLEANING AND THAT I HAD A LEAKING FRIGERANT LINE. COIL WAS CLEANED AND LINE WAS SUPPOSEDLY FIXED.
2 WEEKS LATER(8/25), AIR CONDITION FAILED AGAIN. CALLED TECH. HE CAME OUT AND TOLD ME THE VALVES ON COMPRESSOR WERE PROBABLY BAD. HE REFILLED UNIT WITH MORE FREON.
8/30 UNIT FAILED AGAIN. HAD 2 OTHER COMPANYS COME OUT AND TOLD ME THAT THE COIL WAS BAD AND LEAKED OUT ALL OF THE FREON AGAIN.
I PAID THE TECH $750 TO CLEAN THE COIL AND RECHARGE THE FREON THE FIRST TIME, WHICH IN THIS CASE THE PROBLEM WAS NOT A CLEANING ISSUE, BUT THAT THE COIL NEEDED TO BE REPLACED. I LEFT A VOICE MESSAGE AT THE COMPANY BUT NO RETURN MESSAGE. CALLED THE TECH'S CELL PHONE AND WAS TOLD VIA TEXT THAT HE WAS IN INDIANA AT A PUBLIC RIFLE RANGE AND COULD NOT RETRIEVE VOICE MAILS. BUT YET HE COULD TEXT? NO RETURN CALL HAS BEEN MADE TO ME AFTER BOTH LEAVING MESSAGE AND CALLING TECH'S CELL PHONE. WOULD LIKE THE $750 REFUNDED TO ME AS I HAVE HAD THE AIR CONDITION REPAIRED BY A MORE REPUTABLE COMPANY.
9/13/13 info from consumer:
HAVE NOT RECEIVED A RESPONSE BACK FROM COMPANY, BUT RECEIVED AN EMAIL ENTITLED " TIME FOR GOD" WHICH I THOUGHT WAS INAPPROPRIATE TO SEND OUT TO CUSSSTOMERS.
Initial Business Response
Fwd: BBB Complaint Case#XXXXXXXX - NLB HEATING & COOLING
**********@comcast.net <**********@comcast.net>Mon, Sep 16, 2013 at 1:53 PM
Cc: *******@chicago.bbb.org, ******** ******** <*********@chicago.bbb.org>, ******** ***** <*************@comcast.net>, "******** L. *****" <**********@gmail.com>
I have attached (2) .pdf files which pertain to this case that we spoke about on the phone this morning. The first .pdf file is a copy of the first invoice for the service call that we ran for ****** ******* on August 9th, 2013. It is one page. The second .pdf file is a copy of the second invoice for a follow-up service call that we ran for ****** ******* 16-days later on August 25th, 2013. This file has (2) pages. The first page of this file is a copy of the service invoice. I did not charge him anything for this return trip, although I could have because we have a "No Warranty" policy on freon and refrigerant leaks. The second page is our: "Refrigerant Leak/Loss Evaluation & Recommendation Form. Mr. ******* read and signed all of these documents.
I believe that Mr. ******* has been a customer of our since 2009 or 2010. The second time we did business with Mr. ******* was back on 06/06/2011 when he called requesting emergency service on his central air conditioner. We installed a new Magnetic Contactor on his air conditioner and gave him a 5-year warranty on that replacement part. He has been a satisfied customer ever since. That is why he called our company again on August 9th, 2013 when his ac quit cooling again.
As you will see; from the attached documents showing the work that we performed and our recommendations for ****** *******, speaks for itself. Mr. ******* also has copies of all of these documents, which ALL have been signed by him.
On Friday, August 9th, 2013 Mr. ****** ******* called our company to have us come and look at his 7-year old central air conditioning system that stopped cooling. Our last visit to his home was two years prior to this where we replaced a faulty part on his outdoor condensing unit. I myself, immediately responded to his service request and arrived at his home a short time after he called with his service request.
After assessment of his air conditioning system on my first visit; August 9th, 2013, I recommended to Mr. ******* that he replace his central air conditioning Condensing Unit, Evaporator Coil and Refrigeration Line Set, and that by doing so he would then be upgrading to the new #R-410a refrigerant (which is far less expensive than #R-22), and he would have a more efficient system with a full 10-year Warranty on all of the new equipment. He declined to do so and just wanted me to clean the dirty evaporator coil and try to locate and repair the refrigerant leak. This is the work that I performed on August 9th, 2013.
On August 25th, 2013 Mr. ******* called us back to say that his AC stopped cooling again. Talk about Exemplary Service!! This was a Sunday. I answered my phone. I spoke to Mr. *******. I told him that I would stop by after service was over at my church. I visited him that Sunday afternoon around 2:00PM. His system had again lost the better part of his refrigerant charge. Being that it was a Sunday, and it was very hot, and Mr ******* just wanted cooling ASAP; I offered to recharge his system free of charge! I also informed him that this WAS a chargeable service call, but since he was a good, regular customer, I would simply get him cooling with a recharge for now and he can call me back during the week to address any remaining leaks or required repairs.
Mr. ******* was in agreement with this. He followed me out to the air conditioner and watched as I recharged his system. While I was connecting my charging manifold I removed the caps on the service valves. I noticed immediately that there was liquid refrigerant bubbling out of the valves. I showed Mr. ******* the same, and he saw it. I re-tightened the caps as tight as I could without stripping the threads and showed Mr. ******* the same. I used my Digital Refrigerant Charging Scale and weighed in a total of 4-lbs.10-ozs. of #R-22 Refrigerant to get his system back to normal cooling at the "required" super-heat temperature of 22-degrees.
I then packed-up my tools, wrote up an Invoice and a "Refrigerant Leak/Loss Evaluation & Recommendation Form" and went into the house to check temperatures and have Mr. ******* read and sign all of the paperwork. He read everything and he signed everything too, as our documentation indicates. I also reminded him that "unit still has leaks." I wrote it on the ticket that he signed. I also told him that if he would have us replace his evaporator coil and condensing unit, we would apply the better portion of the $750.00 that he spent with us on August 9th as credit towards a new system, if WE replace it. He declined that offer again for a second time, and opted to see how long the recharge will last this time.
Mr. ******* called our company back 12-days later on Friday, September 6th, 2013. At the time that he called, I was out of town at an outdoor public rifle range in Indiana, where it was very loud and noisy I noticed on my cell phone that he had called and the had also left a message. I knew that it was him because I have many of my regular customers stored on my iPhone Contact List. I had earplugs in my ears, which I could not remove unless I left the range. So there was no way that I could listen to the voice mail message that Mr ******* left or return any phone calls until I leave the range for the day. So, to be cordial and NOT leave Mr. ******* hanging; I sent him a text message to let him know where I was and that I could not listen to messages or speak to him at that time. I text this message to him: "I cannot talk now or listen to voice mail. I am in Indiana at the public rifle range. You can text me a message." I still have this message on my iPhone along with the voice mail message that Mr. ******* left on my phone. Mr ******* never responded to my text message or called back. In this case, I figured that it was not an emergency and I would call him after I leave the range and get out of the noise.
Once I left the range and got away from all of the noise, I listened to the message that Mr ******* had left on my voice mail. He basically called to gripe and just let me know that the ac stopped cooling again and that he had called out another company who supposedly fixed it. He finished his message by saying; "I just wanted to let you know." He said nothing more. He did not ask for a refund, he did not make any indication that he was dissatisfied, he did not indicate that he was going to file a complaint with the BBB.
As all of our excellent documentation will show; we did everything in our power to accommodate Mr. *******. We responded to his emergency service needs, even on a Sunday at NO CHARGE. We did for him as HE asked us to do in addressing the issues on his air conditioning system. We feel that our company, which is an "A-rated" accredited member of the Better Business Bureau; did absolutely nothing wrong. We feel that Mr. ******* does not have e legitimate complaint and that there should be absolutely no posting of this so-called complaint or any information regarding this complaint on the BBB website that could tarnish our already time proven, excellent track record.
We feel that Mr. ******* may just be trying to get us to pay for a portion of the new system that he may have just purchased from a competitor of ours. Had we done anything wrong, or acted inappropriately, we would have certainly been willing to work with Mr. *******. But in this case, we believe we went above and beyond, as we always do and Mr ******* is simply trying to get us to pay for the new equipment that he had another company install. This is not fair to us and this is not how we do business. We do not validate bogus claims like this by refunding people money.
I would appreciate your expedient processing and dismissal of this frivolous waste of your time and our time. Please contact me with any questions. Also, please notify me as soon as this is reviewed. I will be sending a copy of this message to; ***** ****** and ******** ********* Thank you so much.
Sincerely, ******** L. ***** - President
NLB Heating Cooling & Home Repairs, Inc.
XXXXX So. *** ********** Drive
Plainfield, IL XXXXX-XXXX
Final Consumer Response
(The consumer indicated he/she DID NOT accept the response from the business.)
If the repair was properly fixed the first time,and the leak was in the suction line and fixed,why did the tech have to come out again 2 weeks later for a different leak. This was the first leak I had in 7 years, and all of a sudden I get 2 in 2 weeks!! I don't think so. At least refund me the $425 you charged for me for fixing the leak. A honest and church going company would do that!
Final Business Response
Dear Mr. ****
We are sorry that this process with your BBB Complaint against our company is taking so long. I don't know what has been holding up this whole process, but we just recently received your response to out last message to the BBB that we originally filed on September 16th, 2013.
We are more than willing to work with you regarding your complaint against us. Although it only appears to us that all you are trying to do is portray our company as something that we are not. We were more than honest and fair with you the entire time we were servicing your broken air conditioning system. We recommended to you from the first day we were at your home servicing your broken system that it is advisable to replace the Evaporator Coil, Condensing Unit and the Refrigeration Line Set, and to upgrade your system to the new R-410a type refrigerant. You chose not to and opted to have us try to repair your existing system.
After our initial repair, where we chemically cleaned the evaporator coil and repaired a leak on the suction line, the system functioned normally for about 16-days before you called us back. Upon our return, we again recommended replacing all the components (again) and also offered to apply the $750.00 that you already invested on repairs towards the cost of us installing new equipment for you. You chose not to. At this time we then refilled your system to capacity with fresh freon free of charge to get you emergency cooling until we could return and recheck your system for leaks.
You claim that a couple of weeks later, you had two other companies come out to look at the system because it stopped cooling again. You stated that both of the other companies told you that you still have leaks. You also stated that one of the other companies "fixed" the leaks. We also have that same statement, almost verbatim, on the phone message that you left on our voice mail. You never produced any documents to us supporting all of the claims that you are making about having the leaks "fixed" by another company. And, at that time you did not request any refunds from us or give us any indication to think that you wanted a refund.
Then several days later, you file a complaint against our company and are demanding $750.00 back. Again, all based on your claims against us and not producing any invoices or bills to support the claims that you are making against our company. We responded to you and the BBB with all of the signed documents that we have from your invoices for the work that we did, stating our "recommendations" which are also signed by you acknowledging your "satisfactory completion" of the work that we performed.
We did what you requested we do. We tried to fix your existing system, all the while telling you that the wise thing to do is replace it, not repair it. Now, as of November 22nd, 2013; you reduce your refund request from $750.00 down to $425.00. Why did you not allow us to come back and follow up by running another leak test free of charge? You were told that we would.
Either way, it does not matter. We want to be fair to You, and we expect you to be fair and honest with us. If you would please send us a copy of the invoice or bill from the "fix" that the other company did for you to eliminate all of the leaks in your system, we will be more than happy to try and work with you.
By the way, did they address those two leaking service shut-off valves on the outdoor unit that we showed you on our last and final visit to your home? I hope that those were taken care of, otherwise your system will still be losing refrigerant.
Please email us copies of the invoices or service tickets that the other company provided you with for charges that you incurred in order to completely repair all of the leaks in your central air conditioning system. This way we can review what it cost you, and come back to you with a fair and honest resolution.
Complaint Resolution: Company addressed the complaint issues. The consumer failed to acknowledge acceptance to BBB.