I purchased a Rheem air conditioning unit from Air West 7/7/10. I have had nothing but problems with this unit. 10/26/12 invoice states high side of motor is bad, for diagnostic test I was charged $50.00, then I was charged $150.00 invoice states pulled old blown motor and installed new motor, even though this was under warranty. 2/28/13 unit not working, service call, invoice states, checked and found unit 1 pound Freon, found suction service core leaking and missing cap, tightened core added Freon cost $136.50. 4/29/14-5/1/14, unit not cooling, service call, invoice states, found unit out of Freon due to leak in copper tube, fixed leak and charged unit, system not cooling, may have to flush lines. Technician stated it needed a expansion valve in handler d/t being out of Freon. Valve replaced 2 days later. Was told by owner cost would be $500.00. After much discussion with owner, and my disappointment with this unit, he called me back and stated he spoke to Rheem and they would pay half this cost, which I much appreciated. My complaint is, I have a family member who bought the same unit from Air West has had same numerous problems. I told owner you are selling a faulty product, he blamed Rheem. I feel Air West is making their money on this product with service calls. Charging me for parts that are under warranty. I explained to him I have a 93 year old aunt who lives with me, has breathing problems and cannot be without air. He stated he was doing all he could. I will never call them again for any repairs as I know they will charge me, no matter what the problem is. I don't feel they care about selling a faulty product as long as they can get their service calls in. And there are 2 owners, one owner was so rude to me, when I explained my disappointment with this unit, and stated I was going to BBB, he stated "I was threatening him". I did not appreciate this statement.
I feel I deserve all costs to be reimbursed, or unit replaced. When you are having problem after problem with something you have sold to a consumer and keep making money on fixing it, you are not treating your customer right.
******* ***** purchased a new Rheem Heat Pump system and had it installed on 7/9/10. This system came with a 1-year labor warranty and 10 year limited warranty on parts and compressor. Mrs. ***** has not had any maintenance performed on her system per our records. Warranty does not cover labor, diagnostic fees, or refrigerant only parts.
October 29, 2012 she was charged a diagnostic fee. (Not covered under any manufactures warranty) The blower motor was not running and needed to replaced. The part was covered under warranty. She was charged a flat fee for labor and any incidentals that were not covered under the warranty. This was 2 years after installation.
April 28, 2013 she requested an after hour call. We found a service core leaking and a missing the cap, we replaced the cap, tightened the core and replaced 1 pound of refrigerant that leaked out.
This was 2.5 years after the installation.
May 2, 2014 a service technician diagnosed that her no cool problem as a leaky expansion valve. Due to the valve, leaking her system was empty of refrigerant. The technician explained to her that he would return with the part.
At which point we ordered an expansion valve and coil combination. She called the office and yelled at the service coordinator, she asked to speak with the owner and proceed to yell and threaten him with the filling of complaints against Air West. She would not listen to anything he had to say. Air West called the distributer to confirm the necessary parts. The parts were not in stock. We ordered the parts to be over nighted to us. Mrs. ***** was contacted and the situation was explained. She was rude to ******; She yelled and demanded that we install the part immediately. ***** spoke with Mrs. ***** and found her in the same manner. We explained the warranty to her and that we were doing everything we could to get the part installed. She continued to yell saying she had a lemon and wanted a new system. We tried to explain to her that she did not have a lemon system. She wanted to know why we did not have the part in our shop. We explained to her that we are service and installation business not a distributer. She continued to yell at me that she felt we should have the parts in stock. Again, she was explained that the part was being flown in. She demanded I give her the part name and info so she could call around to see if she could get the part. As soon as we received the part, she was contacted and a service technician was sent to install the part. To help satisfy Mrs. ***** we contacted the distributor and requested that they cover a portion of the fees that she was being charged which they did. They do not typically do this but in this case, they did.
We offer maintenance options to all our customers. Our records do not indicate that she has had any maintenance on her system at all. We no longer wish to service an individual who bullies all of our employees. In her complaint, she states we were making money on service calls on equipment we installed for the purpose of breaking down, there are no such systems. Still no one works for free. It seems she would buy a system then ignore it for life and be done with it, it doesn't work like that. Again, there are no systems designed to break down for the purpose of service profit. We guarantee all our new installs for one full year. Her system is well out of the first year warranty therefore she was charged for any work. All our employees work hard to keep our customers happy, often going beyond what is expected of us, as we did in the case. Sadly, sometimes you just cannot satisfy some customers.
(The consumer indicated he/she DID NOT accept the response from the business.)
First, he has forgotten 2 other times he had to come out and since this complaint, I have had to call them again to come out because system was not working. Also, my daughter bought the same system from Air West, has had the same problems. Yes, I was very upset, but threatening ****, one of the owners, no. He yelled at me when I stated I felt I had a lemon, "**** stated, Are you threatening me?" I couldn't believe how rude he was, as far as yelling at the employees, I was told the part would be in the next day, nothing from Air West, I called the office, a receptionist answered, I stated, I haven't heard from you, she stated "we don't know when the part will be in", so another lie. Then I spoke to a different receptionist, she was very nice. I told her how upset I was, the way **** the owner talked to me, and her exact words were, "Yes, he can be like that". So,
Air West, **** and **** the owners can say all they want, but even there technicians stated, most units last atleast 10 years without all this work. As far as maintenance on the unit, would you have caught all the leaks, the same copper tubing leaking twice, I was told by one of your technicians, a perfectly installed unit, is a long lasting unit, you can look at the unit outside, all the wires are shaking, nothing looks solid. I am not the only one that has problems with this unit, and they can continue to sell products that need constant work, so they can make there money with service calls. I explained to them I take care of my 93 year old aunt who has breathing problems, and they never seemed to care. I believe what comes around goes around and someday everyone will know about Air West.