failure to repair AC after numerous attempts
On Sunday, we called AHS to report a broken air conditioning unit. AHS assigned A/C Wizards ("AC"). AC came out Monday. The tech failed to diagnois the issue and blindly changed the fan. On Monday late/Tues early, the A/C broke again. AC came out again late Tues (after 8 PM). On Wed (today), we came home at 3:30 and the A/C was broken again. AC said they would try to send someone but did not give a time. So, AC has been here 3 times and failed to fix the A/C. They have one job - fix the A/C. We paid $500 via AMEX for freon and we have been forced to eat dinner out everynight due to the heat. I have a3 and 6 year old and a dog. Everyone is suffering due to the extreme negligence and incompetence of AC.
I want $1000, a new A/C unit and lifetime warranty.
Contact Name and Title: ***** *******
Contact Phone: XXX-XXX-XXXX
Contact Email: ******@acwizard.com
This work order was sent to us via Mr. *********'s home warranty company, AHS. Our technician diagnosed a bad condenser fan motor. We ordered the part and returned the next day and installed it. Upon start up of the unit he found the compressor unable to start and that it would need to be replaced too. We informed AHS of the situation and had them expedite the compressor order through their supplier so we could return the following day to install it. Keep in mind that this process normally takes 2-4 business days. My office staff bent over backwards to help Mr. ********* even amid the barrage of insults. We returned on Wednesday and installed the compressor and as the ********* states, it cooled fine for a few hours and then stopped. We returned to find the fan motor running backwards and switched the reversible leads which temporarily worked but it turned out that the new motor that we installed had failed. We changed the motor a second time and checked the system again to find that the evaporator coil had a restriction in it. There is no way of knowing for sure what caused the restriction, but the condenser fan motor failed, which caused the compressor to fail, which can then deposit debris into the system and cause a restriction is a possible scenario and one that sometimes will take a day or two for the debris to make its way into the coil and cause a restriction. We have since changed the evaporator coil, AHS paid for $300 of his out of pocket cost which was $900, and we gave him a 25%($225) discount for his troubles. This is the extent to which I will give back to Mr. *********. I feel that we have done everything within reason to resolve the issues.
(The consumer indicated he/she DID NOT accept the response from the business.)
As Mr. ******* states, the evaporater coil was in working order prior to ** *** starting the process. Somewhere along the way, *** did something to cause the restriction. The restriction was not present or diagnosed by the first tech nor by the installer (who came several times). In fact, on Saturday, the installer clearly told me that when he left prior to Friday, the coil did NOT have a restriction. Therefore, *** caused the restriction. This cost me $375 out of pocket, which I am requesting refunded. Furthermore, I find it ironic that Mr. ******* brought up a "barrage of insults". On Saturday, Mr. *******'s employee yelled at me over the phone when she did not agree with my analysis of the cost. She went so far as to tell me that *** will never do work for us again. While AHS had already put *** on our "do not use list", her behavior and unprofessional actions reflects what occurred over the entire week. With air here and there, we went Sun-Sat w/o AC in the home. Dallas is around XX-XXX degrees. I have 2 small children and a dog. We had to eat out every night. We slept at other places. We are the customers. We did not choose **** AHS appointed this company to us, and as much as I tried, AHS would not bring in a second company. Also, Mr. ******* failed to mention that the first tech (on Monday) failed to conduct any diagnosis whatsoever. Instead, my wife mentioned that it may be the fan motor. He went ahead and changed the fan motor, had to go to and from a store for screws he broke, and he started the flurry of errors. The other tech and installers that came after him had to fix what he started. The installer was very upfront with me, and clearly stated that mistakes were made prior to him and that there was no restriction. ***** actions caused the restriction. Instead of owning its mistake, it shifted the responsibility to AHS and me, the homeowner, charging me an extra $375 (on top of the $500 for fluids). I paid $875, out of pocket, for a nightmare week for my family. Yes, I have and will continue to provide consumer reviews on this company, as nobody should have to go through what we went through. I am requesting full compensation from **** We are not happy with their work, attitude (front office) and defense of its actions (despite their on the ground contractors saying just the opposite). In conclusion, I do not accept the response.