ComplaintsforAirtech Service

• Initial Complaint

  02/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have been waiting for ***** from Air tech services to fix my AC/heater since September 2022. I live in an apartment complex and they contacted *****. He has been going back and forth with the "problems" being a thermostat, circuit board needs replacing, and then he's not sure what's wrong and needs to contact customer support. He finally got it to blow heat at the end of December/ beginning of January but now the fan continually runs( and blows cold air) He has said on 3 different occasions that it is just the model itself that is designed to continually blow, and there is nothing he can do. He just stated on Wednesday 2/15 after changing the thermostat again(4th thermostat) that customer support for Samsung told him it's just the way the unit is built and there is nothing he can do. Thursday 2/16 he came back to problem shoot once again(which why would he if it's designed to work this way)and now states it's the blower motor and assembly that needs to be repaired. He was supposed to originally change the motor blower in December but reinstated it was just the thermostat. I strongly believe this man does not know what he is doing, and the fact that he says one day it's broken, and one day it's designed this way is ridiculous to say the least and he needs to be replaced. I am at risk of losing my apartment now because I receive housing assistance and need a working heater/air-conditioning, and the timeframe they gave me and my apartment complex is up.

  

  Business response

  02/21/2023

  We understand and sympathize with the customer’s frustration in getting her AC/heater fixed.  We have been and are making every effort to repair the unit.  This is a Samsung unit that is being diagnosed with Samsung tech support directly because the parts in this unit are under warranty.  We trouble shoot the unit with them by giving them the error code, along with the description of the problem.  It is Samsung’s decision which parts to replace, since they are under warranty.  There have also been some de***s in getting parts due to supply chain issues that many manufacturers have had to deal with since the on-set of the COVID pandemic.  This unit has had more issues and de***s than most.  However, this is completely outside of our control.  We are persistent in following up with Samsung tech support on both the initial issues described by the customer and follow up on part orders.  ***** is our only technician that works on the Samsung units, and he is a competent technician.   We do come back to trouble shoot the unit any time there is a customer concern, whether we have been told by the manufacturer that something is normal for their equipment or not.   This time Samsung is asking us to change the motor.  We have followed up with our vendor and the part is expected either today or tomorrow.  As soon as we are able to get the part, we will be back out to replace it and verify that the unit is repaired.

  Best Regards,

  ******* ***

  Airtech Service  

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