We purchased a hearing/air conditioning unit from All American Heating and Air just over two years ago, and they installed it. In that time the unit has broken down three times, each time due to parts failure. I spoke with the owner of All American Heating and Air, and he told me these were quality problems by the manufacturer, Nordine, and I should complain to them. My answer was that I am his customer, not theirs, but I also called Nordine. The warranty is for replacement of parts, not for shipping and labor, and I understand that, but a new unit should not break down three times in two years. The most recent problem was failure of the condenser coil, and the owner of All American told me it was due to bad copper and that the replacement coil would be made of aluminum. Nordine tells me to take it up with All American and they tell me to go through Nordine, but no one wants to stand behind the product they sell. I believe this unit is a lemon and should be handled outside the warrant. They need to reimburse us for shipping and labor costs and install a new unit without cost to us. We've spent hundreds of dollars to repair a faulty product, and neither company wants to take responsiblity. The owner of All American told me the most recent repair would be done at a discount, no more than $250-300, but his technician charged us nearly $400. The automotive industry has a lemon policy, but neither of these companies is willing to accept responsility for this one.
Product_Or_Service: Westinghouse Gas Pack
We should be reimbursed for the money we've spent on shippping and repair, and they should install a new unit at no charge to us. We have spent $900 in repairs since we purchased the unit in 2011 and this is supposedly not including the parts that were covered under warranty.
So sorry for not responding in a more timely fashion(Email confusion on my part)
I personally, as well as the owner and service manager, are well aware of the problems you have had since the purchase of this unit, We contacted the Warranty holder, Nordine, on your behalf, at your request, on April 7, 2014 and started a ticket number for your warranty between you , the homeowner.,and warranty holder,Nordine
This was to be followed up by you the homeowner and the company you have the warranty through, Nordine (It is not customary practice for an HVAC contractor to contact a warranty company whom the homeowner has a warranty through. In fact many warranty companies will only speak with the policy holder)
We heard nothing else from you or Nordine until this BBB complaint.
So.... now for some background
9/26/2011 Installed 3Ton 14SEER Westinghouse Gas Pack $5500.00 One year labor 10 year parts 10 year Quality Pledge
5-16-2013 replaced a X-13 motor for $250
2-24-2014 replaced igniter $143.95 and offered a maintenance agreement(declined) two and a half years after installation
4-4-2014 evaporator coil leaking Deposit of $175
Informed customer the coil replacement would be between 300 and 400 dollars depending on shipping as shipping and handling is not covered by warranty The owner explained that the coils being made today are made of a better product than in 2011 The owner also agreed to charge only about one half the going rate for under warranty coil replacement in the Midlands
Customer not happy with these problems We talked at length with Mr *********** and All American agreed to contact the warranty company on his behalf.
April 6, 2014 an email letter voicing the homeowners discontent was received and read basically requesting that All American take this matter up with the manufacturer of the unit and work to get him a new unit as he felt this one was a lemon
April 7, 2014 A ticket # was initiated with the warranty company by All American on behalf of Mr ***********. Nordine Warranty Company and Mr ********** are in the warranty contract with each other . The Nordine representative's name and phone number were given to Mr ********** for him to follow up with.Representative's name and Nordine ticket Warranty number request are on file at All American as well.
This will be no consolation to Mr ********** but unfortunately this is not an isolated event .
Until the expense of paying shipping and handling and labor costs for new coil the expenses weren't too high
Again, unfortunately for this homeowner, after 2 and 1/2 years , the evaporator coil leaks.
On a given week in hot summer weather, All American finds 20 plus coils leaking that have to be replaced! This is not specific to All American or to any particular brand at this time. Industry wide this is a huge concern for all involved, particularly the homeowner.
We stress to the homeowners to purchase a yearly maintenance agreement to help take care of the unit during the year All American heating and Air will check the unit two times... cleaning the coils, changing filters, checking all connections and hookups and motors and levels . We even come out a third time during the contract year if needed for free.Mr Hufstetler declined a maintenance agreement. Mr Hufstetler stated in his email on April 6, 2014,that All American has the right to refuse his requests to replace his unit free of charge just as he states he "has the right to go on Angie's List or any where else that will listen and complain about this kind of service"
All American Heating and Air does stand behind the products we sale to the homeowners and we purchase the best products being manufactured at any given point in time.
We do encourage every homeowner to have a maintenance contract or yearly service plan with a qualified HVAC contractor. Many warranty companies require the warranty holder, the homeowner , to purchase a maintenance agreement and to keep it actively up to date in order for the warranty to remain in effect.
I am very sorry your unit has had issues in the first 2 and 1/2 years of your purchase.
Please consider getting a maintenance agreement with us or with some other licensed contractor so that a closer eye can be kept on your system's ongoing performance. We did install your unit and will help you maintain it properly if you choose to do so.
I read the response and found it duplicitous. It is true that All American told me to contact Nordine, and I did. Their response was that I should go back to All American. One of these companies manufactured what I believe is a lemon of a product, and the other sold it to me. Now, neither is willing to stand behind the product. The argument about a maintenance agreement is simply a ruse. We asked the technician and the service manager whether any of these expenses would have been covered by a maitnance agreement (cost of shipping and installation), and they said they would not. If the assumption is that they could've identified the problems in advance, I find that logic seriously flawed. The owner of All American told me the problem with the leaking coil was due to the manufacturer using poor grade copper. How would a technician identify and correct that in advance? On pricing, the owner told me that our cost for the leaking coil would not be more than $250 and then they charged us $400. We keep paying for a product that simply won't hold up, a lemon, and All American keeps making money on it. This is just bad business.
Final Business Response
All American Heating and Air does stand by their word
A business has to have integrity to remain in business.
We are sorry you have had some problems with your system
We remain available to help you with future concerns
By the way, I did get the transcript from your conversation with the warranty company, Nordine, and also Nordine is the Manufacturer in this case, Nordine basically reiterated what the Warranty company covers which is the cost of the part, the new coil
They did refer you back to us, All American heating and Air for labor shipping and handling.
The owner agrees to give you a refund back on what you remember him telling you, that is $250, for the coil replacement. You stated you paid $400
All American will today place a check to your home address in the amount of $150
This is not a refund for shipping and handling but a token to let you know that we are a company that stands behind our word.