It took more than three weeks to resolve an HVAC complaint due to trucks not stock, technician not prepared, and lack of communication.
On 02/10/2014 I signed contract for Middle Tennessee Comfort to sell and install "ONE 2.5 TON ***** HIGH EFFICIENCY GAS PACKAGE SYSTEM ** ** ********
This unit was to replace a ~20 year old HVAC system in which the heating portion had failed.
The unit was installed as outlined in the contract, **** stated that he thought we could apply the value of the thermostat that was included with the unit towards an upgraded wifi model, and he guessed that it would be less that $50 difference.
After the installation and not hearing back about the thermostat, I emailed **** at the same address that he had previously used. After not hearing back from him, I emailed the office manager, ****** *********, at an address that she too had used to communicate with me previously. I received no responses.
Then, around June 10th, my air conditioning stopped working. I called Middle Tennessee Comfort because I had a 1 year labor warranty specific to them, as the installer. I was told that although they didn't know when they could come out, they would send someone "within 1 week." I promptly called them back, explaining to them that my house was already in excess of 80 degrees, and that it was unhealthy for my children, I was told that they had a "new guy" starting the next day, and that they would send him over first thing in the morning.
*** showed up and found a faulty valve stem in the compressor that was causing a loss of pressure and refrigerant leak. His service truck was not stocked with the required equipment to fix this problem, however, so he had to leave and come back after purchasing a valve stem puller and valve stems. Once he came back, he replaced the valve stem and attempted to add refrigerant, but his tank of refrigerant was empty, so he said he would have to come back the next day. (It was explained to me that it was not ***'s fault his truck was not properly stocked, and that he was just given the truck to use that morning and no one had checked to make sure that it was properly stocked.)
*** came back to finish the repair with the refrigerant, but the problem persisted and over the next weeks, we had to call multiple times a week and the problem would only come back a day or so after the service tech left. Multiple times, the service truck was found to not have the parts needed, including teflon tape and fuses.
At this point, after so many visits and never fixing the problem, *** stated that he would talk to **** **** and ***** ******* (the owner) about what was going on, and they would come back to fix the problem. After not hearing back from them after 24 hours, I called the office and was told that they were planning to call ***** to come up with a solution and that they would be out on Monday or Tuesday to fix the problem. I did not receive a call or a visit until I called back again, and **** **** came out to access the problem. He found a faulty part previously not noticed and special ordered a replacement part (that they did not have in stock.)
At this point, we had been forced to spend most days and evenings out of the house, traveling back and forth daily to transport my family and dogs to my in-laws house until we eventually temporarily moved in with them as the weather got hotter and the house stayed hotter than 80 degrees overnight.
Finally, once the part was installed, the unit seems to be consistently cooling again, after a month of hassle.
I would estimate that I drove an extra 400-500 miles due to this inconvenience during the month of June and early July. My electric bill was also higher due to the days that we ran the system non stop, tying to keep the house below 80 F. During this time, I asked to speak to ***** at least five times, each time being told that he was busy, but that he would give me a call back, I have yet to receive a phone call from him or speak to him in any way. I have e-mailed him, at *****@middletncomfort.com and I have emailed **** again as well, both on 7/3/14 w/ no responses.
Based on my situation, and the extra money and inconvenience I incurred for an issue that could have easily been resolved after one visit (two max) if the service trucks had been stocked appropriately:
I would accept an internet enabled ***** thermostat to resolve the majority of my complaint, including never receiving the included thermostat with the install and the subsequent lack of follow up, as well as the extra costs associated with vacating my home during the extended repair period.
I also ask that my 1 year labor warranty be transferred to a ***** comfort specialist that may be better prepared to meet immediate service needs, as Middle Tennessee Comfort does not have the staff or stock to adequately respond to service requests.
If this issue can not be resolved by the above, I am open to communication about alternate options.
Contact Name and Title: Middle Tennessee Comfort
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@middletncomfort.com
This customers a/c issues was taking care an fixed. Although it took several times of going to the customers house Middle Tennessee Comfort service guy got the problem taken care of.
(The consumer indicated he/she DID NOT accept the response from the business.)
Was my complaint even read? You did not address any of my issues.
Final Business Response
Middle Tennessee Comfort has made several attempts to contact Mr. ***** but have not been able to get any answer. We are planning or would like to go on Monday September 8, 2014 an replace the thermostat in the home of Mr. *****.