Purchased new HVAC system and it does not maintain temps in the house despite more than 20 service calls in 9 months.
On Dec 19, 2014, Airtime Climate Control was hired to remove our old but working HVAC unit and install a new 3.5 ton, 15 SEER, York HVAC unit for over $9,000. On the day of install, we were informed it would be 2 days instead of the 1 planned. It ended up taking 5 days to complete the install due to several problems along the way, including miswiring of zones leaving us without heat, and damaging the attic floor / upstairs ceiling. The first cold weather came Jan. 8, 2015, and we had no heat in our home. This started a nightmare of the house being unable to maintain the set temperature. Problems included: miswired zones, a "defective" and replaced circuit board, duct temp sensor in wrong ductwork, not enough airflow and installation of larger return line (after saying at install we wouldn't need it), re-routing of bypass ducts, air ducts connected to wrong zones, programming the control board wrong (2 errors), board not wired properly (aux. wire not installed properly to allow aux heat to work), and not filling the R-410A at install. We still had problems on Jan. 19th, and it was not until the very end of Jan. that our house maintained a set temperature. Even then, the Aux. heat needed to run excessively, keeping our bill higher than it should have been, but they stated that was not something they needed to address, as the unit "worked."
June 15, 2015, the start of a heat wave, and now our home could not remain cool. With the air conditioner running, the indoor temps were 88 degrees most days. This resulted in 13 service visits from June 15th through July 17th. Fixes included changing piston size, installing valve instead of piston, adjusting R-410A, adjusting dampeners, fixing leaks in ductwork, and finally replacing blower motor. This time, we had to get York involved directly, but Airtime was not helpful with that, as they stalled on paperwork and were an obstacle to trying to get York tech support involved. After the appointment on the July 17th, I was told the owner would be out to get more measurements on the unit. When he did not show, I called and informed him the unit was still not cooling the home, and was told he was not coming, as the other tech got the info (even though that tech told me he had not.) A week later, I get a call from the office that they still needed readings, but I was at work, and by the time I got the message, the office was closed. The following week I called them, as I had not heard back, and was told that the techs got all the readings they needed (when no one was home.) The owner confirmed this, until I informed him no one had been home, and then he started saying that they had all the numbers they needed. Again, I confronted him with info I had from the York tech rep, that they were waiting on him to get them readings to try to further troubleshoot this problem. He offered to send a tech out, but when asked what he would do, he admitted he had no idea, and no repairs would take place. I insisted they know what they need to do to fix it before wasting more of our time. It was August 11, 2015 before I heard back, and was informed that they still need to come get readings on the unit, but have to do so when they temps are over 95 out, which is not predicted in the next 10 days.
Meanwhile, our house still cannot maintain a set temp as of this past weekend. I have asked them several times to refund our money and take out the unit, as they cannot make it work as a unit should. When we purchased the unit, we paid extra for what we thought was a 10 year parts and labor warranty through York, but when we were talking with York to try to get it repaired by another company we were informed that their warranty does not cost extra, and that we do not actually have a warranty with them for this unit. Instead we were mis-lead about what we purchased, and cannot even get another company to fix this. In over 20 service visits, they still cannot get our unit to work properly.
I want a refund and for Airtime to take their equipment out of my home. All but one of the repairs was the direct result of their negligence, careless installation, lack of knowledge about the system, and poor workmanship. Despite more than 20 service calls to my house, the unit still does not work, and it is still only 9 months old! I do not think it unreasonable to expect a heating and air conditioning unit to maintain a reasonable temperature in the home, and that was what they were hired to do. At this time, they still cannot or refuse to provide us with a date of which we will have a properly working unit. I have asked several times for them to refund / return the equipment or exchange it out, and they have refused and even minimized my concerns saying that they don't have to do that.
They still have not repaired the damaged attic floor/ upstairs ceiling, and after seeing the rest of their work, I do not think they are capable of doing a proper job. I feel we should have to be reimbursed for the cost of a licensed professional to fix the damage to our home that they caused by the employee's carelessness. This is not even counting the broken personal items in our home from their careless behaviors.
Also, I feel we should get refunded for the false warranty we purchased. We were told York provided the warranty, thus the reason we chose that unit over the others that did not have the option to buy an extended warranty. When we tried to use it through York to get another contractor, we were informed that we did not have the warranty we thought we purchased, and believe we were deliberately misled and lied to about what we were buying.
First we would like to say that we are very sorry that Mrs. ********** did not come to us first to discuss her concerns. But some of the concerns are faults, to do an install it take about 2-5 day depending on how big the unit is and wealth or not we have to do ductwork or cut in returns and grills. We tried our best to make Mrs. ********** happy every time she called we came out to address the problem without charging her for any service calls. The problem was that Mrs. ********** unit came with a bad blower motor from the York factory, we could not understand why is brand new unit was not working right. So we called York support Tech to see if they would send somebody out to check Mrs. ********** unit and we had to wait until they get back in touch with us because the Tech travels all over the state it was not obstacle to get the Tech support involved we had to wait on their schedule to open up. Mrs. ********** have ten year parts warranty and she paid for ten year labor we contacted York company so that the labor warranty will be put in the system correctly. We were not informed about any personal items being broken or any careless behaviors. When we talk to **** ********** he said he was just concern about the warranty and he knew nothing about any personal items being broken. It is not up to us to replace the unit or we would that is up to York Company and that is what we is waiting on. We will try our best to make Mrs. ********** concerns a priority so we can get this resolve in a timely matter.