We had a defective part installed on our Air Conditioner unit and it went out.. HEC replaced it but charged us $449 in labor!
We had purchased an Air Conditioner unit from Home Depot in April of 2014, Home Energy Center installed the unit for us that month. The unit was only used for 3 months last year and then when we turned it back on in June of 2015, it was acting funny, not cooling down to the temp we set it at. I called HEC to have someone come out to look at it, I was told that since we were out of our 1 year Warranty (by barley 2month), that we would have to pay a $99 house call, plus labor, parts would be covered, but labor would not be. I had them come out and when the tech arrived, he was able to see that the unit was completely froze up, he thawed it and then was able to see that the TXV valve was bad.. The tech told me that these valves were defective, his words exact. He told me that the company, Rheem, had notified them that these TXV valves were defective and in order for them to not freeze up, they would need to put this special solution on them and once they did this, the valve would be fine. He was able to do that to our system and got it back up and running and assured us that this wouldn't happen again.. meanwhile, we were stuck with a $550 bill, $99 house call and a $450 labor charge! I paid him in shock and he left, the next week I called HEC and was directed to Jim *****, the manager of the heating and cooling department. I told him my story and how I thought that this was not our responsibility to pay the labor to fix a defective part. Jim agreed with me and was able to tell me again that the company had sent out bad valves but were able to tell them how to fix the problem. He told me that if we would have called last year, we would have still been under warranty and this would be a different story.. I don't believe it matters if the 12 months are past, the part is defective and didn't go out until month 14, we went back and forth multiply times and everything I said, Jim agreed with me and told me he understood that this was not our responsibility! This is a brand new unit! we used it only a few months! The part defect is not our fault! We should not have to be out $550 after just paying over $3000 to get the system installed just over a year ago. Home Energy Center does not stand behind their service and their products! If they knew this valve was defective, they should have fixed the problem free of charge. After going around and around with Jim, he told me his boss, would only ok a $225 refund! Not happy! I feel we deserve a FULL refund! we are still out $325 on an issue that was out of our control and HEC was completely aware of this issue and was able to bank on it at our expense. We will never ever do service with this company again and will make sure to tell everyone we know how this huge company screwed over a young family with two babies, living on a very tight budget. It is so completely unethical and downright sad.
We would like a FULL refund...It is the fair thing. I believe we are owed another $325
To Whom It May Concern,
The customer had an AC system installed by Home Energy Center in 2014. The system the customer purchased came with a 1 year labor and 10 year parts warranty.
This summer (over 1 year from installation) the customer called in and requested a service call because their AC was not working. We explained over the phone, (prior to sending a technician to the home) that they were past the 1 year mark from installation and their labor warranty had expired. We explained that they had a parts warranty but they would be responsible for the labor to fix the system, and the diagnostic fee. The customer agreed to those terms and we then sent out the technician to get the customers system up and running.
The tech fixed the customers system and charged the customer the labor and diagnostic charge.
After the repair was done the customer called and wanted a refund. We wanted to help out the customer so we did issue a refund of half of the labor that was charged to fix the system as a customer service. We believe this was a more then fair attempt to help out the customer, and was above and beyond what was need.
We stand behind our products and services. But this issue was not the result of faulty workmanship or the installation. It was a part that failed and falls under the manufactures warranty.
At the end of the day the customer needed a repair and was out of warranty. We completed the repair and charged what had been agreed on and what was not covered under warranty. As a customer service we issued a refund of half the amount that was charged. At this time we do not see a reason to do anything else.