Complaint Category: None of the Above - Repair Complaint Issue
Complaint: Nonstop problems from day one with HVAC
Since purchasing my home in 2007 I think every possible thing that could go out on my HVAC system has. Unfortunately after placing the system it is the responsibilty of the sub to register the unit which never took place. I have had thermostats go out, heat strips on one of the coldest days, compressor gone bad, low freon (which I was never given a receipt for this service call back in Jan/Feb of 2010 which was a late Sunday night nor was it ever documented they filled the unit with freon)... I have hired another company to do a complete assessment of the unit. At that time it was within a year of Taylors coming out and filling the unit with freon. When they checked everything it showed unit was not working to its compacitiy. They made some modifications but a few months ago as I was still having issues with the system went to the attic to find a freon leak on my coils which was over a $2000 repair (which I do have the receipt for). I feel it is the responsibility even though I had gone with another company that Taylor had never looked into why I had the leak and just chalked it up to it being low. (A neighbor of mine had the same issue where they had to rip a whole wall out)
Business' Initial Response
Contact Name and Title: ****** ****** GM
Contact Phone: XXX-XXX-XXXX
Contact Email: *****@taylorshvac.com
In response to customers complaint, case# XXXXXXXX, ****** ******. Mrs. ****** has had issues with her system in the past and we have always tried to rectify the problems each time. We have even gone as far as paying another Heating and Air company of her choice to repair the system, instead of her letting us do the repairs. As for the recent problems, she did not contacted us to evaluate the system, so we can not offer any support on that issue. We feel that we have been more than fair to Mrs. ****** in the past, and as she has decided to use a different Heating & Air company that she will need to speak with them regarding any issues with her system. We thank you for allowing us to respond to this matter and hope that any current or potential new customers who review this will see that we try to do everything we can to make them happy. We wish Mrs. ****** the best and hope that she doesn't have anymore problems. Please feel free to contact me if you have any other questions or concerns.
Thank you again,
******'s Heating & Air
Consumer's Final Response
(The consumer indicated he/she DID NOT accept the response from the business.)
The owners of the company had to be complained against for them to do anything for me. The manufacturer said this was xxxxx problem again for not registering the unit and had it been registered it would not have been a problem. The owners son responded on a Sunday evening again and told me the freon was low but never documented it anywhere. How many times do you give a company where the owner makes you feel like he is doing you a favor by fixing a lemon system and nobody wants responsibility. The problem at hand is the freon was never checked on why it was low they just refilled it and when I finally had enough of xxxxx to have another company come in to fix it was amazing they solved all "noticeable" problems. Because the freon was NOT low at this point it didn't show any problems. 2 times in 5 years my freon has been refilled. I am not the only ones in the development that have had problems with this company. Again over half of the homeowners refuse to use this company because of their customer service or lack there of skills and responsibility. This is not my responsibility and it is not the responsibility of the company that has been more than accommodating in getting this system where it can be at its max performance vs ****** feeling like they were doing me a favor by coming out and fixing heat strips on the coldest day, a bad compressor, bad this and that. Again the manufacturer stated it is xxxxx responsibility as I BBB them as well.
Business' Final Response
The business stated that they stand behind their original response; Mrs. Koffler has had issues with her system in the past and we have always tried to rectify the problems each time. We have even gone as far as paying another Heating and Air company of her choice to repair the system, instead of her letting us do the repairs. As for the recent problems, she did not contacted us to evaluate the system, so we can not offer any support on that issue. We feel that we have been more than fair to Mrs. Koffler in the past, and as she has decided to use a different Heating & Air company that she will need to speak with them reguarding any issues with her system.
Complaint Resolution: Company addressed the complaint issues. The consumer failed to acknowledge acceptance to BBB.