Scottco was aware of a refrigerant leak but negligent in identifying the source as a defective cooling coil.
They refused to honor the warranty.
I bought a complete heating and air-conditioning system with maintenance agreement on March 15, 2007 from Scottco.
Model: ************ - High Efficiency Coil # *********** Serial # XXXXXXXXX
Invoice: XXXXXX-XXX dated 3/27/2007
Cost of job including humidifier and first year of maintenance agreement: $7,860.53, paid by check.
I was told on June 2, 2010 by Scottco that the unit was not cooling because it was low on freon.
That same reason was reported by Scottco in subsequent years with promise to isolate lines to determine source of leak.
It was not until April 24, 2014 that a Scottco technician isolated the lines and found the leak in the cooling coil copper line.
I was informed that the warranty on coil was for only five years. Cost to replace it would be $1,530.36.
Even though the coil became defective within the 5-year warranty period Scottco would not assume responsibility.
By recharging the unit yearly without a thorough test to isolate and fix cause of leak caused the warranty period to expire.
Expiration of the warranty period was due to Scottco's neglect.
I would like to recover the coil replacement cost.
The settlement I seek is the amount that Scottco wanted to charge me to replace a cooling coil that was in warranty when it failed. Amount $1,530.36
This correspondence is in regards to BBB Complaint Case #XXXXXXXX. First, Scottco would like to apologize for any inconvenience suffered by Mr. ******. It was never Scottco's intention to withhold services and let his warranty expire.
On March 15, 2007, Mr. ****** purchased a complete HVAC system with a maintenance agreement. The warranty for the HVAC system consisted of the following: 1 year on the furnace and 5 years on parts. On June 2, 2010, Scottco HVAC Service Technician ****** ***** was dispatched to the home of Mr. ******. At the time, the A/C unit was not cooling and the system was found to be low in Freon. The Technician proceeded to recharge the system with Freon. To determine if Freon was leaking from the system, Scottco would have needed to complete a Leak Test in order to isolate the area. After recharging, the system was found to be cooling properly. The customer, Mr. ******, was not ready for a Leak Test at this time.
Refrigerant leaks, especially "small" or "pin-hole" leaks, are often inaccessible and/or hard to detect until the leak becomes larger and detectable with an electronic leak detector which would lead a Technician to its exact location in a system. When the system was first found to be low on refrigerant in 2010, and if it could have been detected, the coil would have been warrantied by the manufacture. The manufacturer would have provided a coil, free of charge. Mr. ******; however, would have been responsible for the labor and material to replace the coil as Scottco warranties its labor in workmanship for 1 year from date of installation. The coil itself leaking is a manufacturer warranty. Since we have now pin pointed the leak and now know exactly what needs to be repaired, Scottco would like to offer the following solution: Scottco would be willing to absorb the cost of the evaporator coil ($610.00) with the understanding that Mr. ****** would be responsible for labor and materials. Another resolution would be to have a new coil delivered to Mr. ******, at no charge. Mr. ****** could then seek the services of another company to replace the coil for him at his expense.
On June 20, 2014, *** ****** Technical Training Coordinator, called Mr. ****** to discuss the issues with the coil. Mr. ***** apologized and explained the process of finding a pin-hole leak. Mr. ***** informed Mr. ****** that if Scottco had found the coil leaking in 2010, the warranty would have only covered the coil and that he, Mr. ******, would have been responsible for the cost of labor, materials and installation. Mr. ****** stated that he understood and that he was never provided with that option. As a resolution, Mr. ***** offered: 1.) to provide a new coil at Scottco's expense if Mr. ****** would pay for the installation or 2.) Scottco would provide a coil at no charge and he, Mr. ******, could seek a company of his choice to perform the installation.
At this time, Mr. ****** informed Mr. ***** that he had already had the coil replaced by another company at a cost of $1100.00. Mr. ***** then offered Mr. ****** a refund of the cost of the coil, $610.00, asking him if he thought that was fair. Mr. ****** stated that he was looking to get a refund of $ 1500.00. He further stated that he had estimates of $1100.00, $1500.00 and $2300.00. Mr. ***** reminded Mr. ****** that he had stated that he knew he would have to pay for the installation and that the retail price of the coil was $610.00 no matter who installed it. Mr. ***** stated that he believed it was fair to defer the installation cost of $1100.00. Mr. ***** informed Mr. ****** that Scottco wanted to refund the cost of his coil ($610.00). Mr. ***** would allow Mr. ****** time to think about it over the weekend and instructed Mr. ****** to call him on Monday June 23, 2014 with his decision.
Mr. ***** not hearing from Mr. ******, called him Monday June 23, 2014 at 4:45. Mr. ***** left a message to call him back.
As of 3:30 June 24, 2014, Mr. ***** has not heard from Mr. ******.
Scottco believes it fair to cover the cost of the coil, $610.00, as a resolution for the inconvenience suffered by Mr. ******.
(The consumer indicated he/she DID NOT accept the response from the business.)
June 29, 2014
Re: BBB Complaint Case XXXXXXXX
Correspondence from Scottco dated June 24, 2014
Mr. ******** resolution is to pay $610.00 with total denial of any responsibility whatsoever. He bases the amount on what he claims is the retail price of the coil. He says it would be to cover the inconvenience I have suffered. His offer was made on a Friday with insistence on my decision the following Monday.
The solutions and resolutions in the first part of Mr. ******** response are inferred as being presented to me on April 24, 2014 at a time when they might have been considered or accepted. That is a false statement. They came two months after I was told I would have to pay $1,530.36.
His statements that I knew the retail price of the coil and knew I had to pay for the installation are both false. I do not understand the sentence: "Mr. ***** stated that he believed it was fair to defer the installation cost of $1100.00."
I patiently allowed Scottco to postpone testing each year believing they would get it done when they weren't so busy. They repeatedly said that if system was low on freon the next season they would isolate and pinpoint the leak. They finally did the proper testing and found the source of leak - SEVEN-YEARS LATER.
On April 24, 2014 should I have accepted Scottco's "absolutely not in warranty statement" and the expected wait of 15 days or more for a replacement? Should I have resolved to endure the expected high temperatures during that period and immediately pay $1,530.36 for the privilege? Or, after Brad's second thought, pay the lower price that I had received in fair competitive bidding from two of his fellow competitors? "No, I think not!"
The company I chose replaced and recharged the system in less than one hour with two men. The coil came with a 10 year warranty.
I believe $1,530.36 is reasonable.
*** ** ******