Business ProfileforLunsford Air Conditioning & Heating

Our house is a new build, the unit is 18 months old. On Thursday, 9/15, our AC started pumping hot air. We shut the unit off and ran through basic troubleshooting. The next day a nice technician came out and said it was our TXV and the part would be in and installed Monday. Their website explicitly guarantees if you are under warranty and if they cannot get AC in your house within 24 hours they will provide portable AC or a hotel stay. We were not offered that even when we asked about it, they said it didn't apply to us. Monday we call to check on the status of the part and see when they would be out. Then we were told it would be Tuesday at the earliest. Once again, we asked for a portable AC or hotel as it had been 85 degrees in our house. We were rudely told that we weren't the only people waiting for AC. After making a review on their Facebook page that day as our dog had started throwing up from the heat and stress they sent someone out. The technician was once again very nice. Turns out the TXV valve was brazed improperly and loctite was used during installation. Barry mentioned that about 1 in 90 of these parts "go bad", which is an unacceptable answer after hearing that this part was installed incorrectly.

The first item I'd like to address is one of our Replacement Guarantees. If you have us replace your existing air conditioning system one of our guarantees is the 24 Hour Service Guarantee. We will get you up and running, provide temp cooling or a hotel within 24 hrs. This guarantee doesn't apply to new construction homes but only to customers who had us replace their existing systems.
Our calls are recorded and after listening to the call I think although it could have been said more delicately the fact is there are always people without air over the weekend and everyone understandably wants to be first in line for repair. We know this and always do everything we can to get to as many people as we can as quickly as we can. Our business depends on us doing this. We have no motivation to have anyone without ac.
The repair was moved up on the schedule before the review went up on Facebook. The homeowner wasn't notified of the change because we weren't sure if we could actually get the part and didn't want to create a false expectation. The part was supposed to be delivered Friday afternoon or Saturday but didn't arrive. We were also short two out of five techs that day so scheduling the time was an issue as well. When the part arrived, the technicians were already full but we pulled an installation crew off of their scheduled job to get the txv installed as soon as possible.
I'm not sure where the confusion is on the part being installed incorrectly initially since this is a factory installed part and is not part of our installation process. We replace them when they fail but the indoor unit comes with this part already installed when we receive it so it couldn't have been installed improperly by us and the only substance on the valve would have been from the factory.
We never enjoy a customer being inconvenienced but I think we provided as timely a service as possible and for a fair price that was discounted due to the inconvenience of being without air over the weekend which was out of our control.