Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/04/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  AC (Kabran installed) 9 yrs old under warranty started to run consistently, blowing warm air. Kabran sent service rep. He looked at the roof condenser, then looked at air handler (never opened front of unit) and said we had a very small leak that he could not find. He then said he could fill 4lbs @ $89 per lb and service call $89 and see if it lasts another year. OR buy a new unit. We filled it and it emptied out in 20 hrs. He obviously knew it would run out. They sent Sales Rep, who didn't talk much, gave little information, had to ask questions to get some answers. Then said he had to go back to the office to write estimate and send email for a signature. During this time, he kept saying it would only take a couple of days for installation. We waited 4 days, called and they said it would be 14 days for installation. Enough, cancelled order immediately and called Goodman AC recommended specialist. He said he could be there at 12:00 same day. He arrived, checked roof condenser, opened air handler front panels, checked all and ran special fluid to find the leak He found leak immediately up on roof condenser. Said it would cost $1000, part and labor under warranty. We opted to buy a new Goodman AC.
  I was a customer of Kabran for 26 years and have lost all trust in this company. I would at least expect a refund of that service call and refrigerant cost, since they were not upfront or doing his job.

  

  Business Response

  Date: 04/10/2023

  Good morning, 

  In response to the complaint from Ms. *****, we dispatched a technician to her home on Saturday, 3/25/2023 to check her air conditioning system. Per the caller, the system would not cool down to temperature. Upon arrival, the technician found the system was almost void of refrigerant. He proceeded to check for leaks in the refrigerant lines and coils, but he was not able to locate the leak at that time. He explained that the system could be recharged at the homeowners expense, but that the leak was still present and we did not know how long the charge would last. We also explained that if they were to chose to try and charge the system for temporary use and they were to purchase a replacement system from us, we would refund the cost of that service call. The customer chose to try this option so we charged the system and made a note to follow up in a week to re-check for the leak. As the unit was 9 years old and located on beachside, it's overall condition was poor, so, we also provided an estimate for  replacement. At this time, our schedule is booked out about 2 weeks before our first opening for a complete system installation. Ms. ***** agreed to our proposal, which was provided the next day, and at that point we installed a portable a/c unit for them to use until the job could be completed. When it came time to get her job scheduled, she told us if we could not get it done right away, she would find someone else that could. Unfortu*****y, we did not have an opening that worked for Ms. ***** so she then chose to cancel the job. 

  If they had the work completed by us, the entire amount of the service call would have been refunded as stated above. Having chosen to use another company, the refund was not available. 

  It should also be noted that her system was NOT covered under a parts and labor warranty as stated in her complaint. There was a part warranty still available, but, it does not cover corrosion damage. 

  Had Ms. ***** taken the time to speak with a manager, it is possible we could have found a resolution to her issue. We always attempt to accommodate our customers as much as possible. Because she decided to cancel with us and go with another company without giving us the opportunity to solve the problem, we do not feel we owe a refund to Ms. ***** for the work we performed, even though it did not last. We were clear when we explained that there was a risk with recharging the system having not found and repaired the leak. 

  Please let me know if there is any further information needed from us. 

   

  Thank you, 

  James A. P********

  Service Manager