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Complaint Details
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Initial Complaint
08/16/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Air conditioner went out on July 6, 2023 and a service call was placed I'm providing invoices for all the times a technician came to include the "problem" each technician claimed to say needed to be fixed. The technicians names are ***, *** and *****. The last call made to Cool Connection was the first week of August 2023 and *** responded to the service request. He stated "the switch on the the fan inside the unit will need to be replaced and to accomplish that the unit needed to be drained of the refrigerant, install new switch and then add refrigerant back". After having this company's technician coming several times and still AC not functioning correctly. I've had to contact another HVAC company and the problem found was the blower was not revving up to speed, but running at a low speed, causing the module to fail even though blower stayed on. This should have been by any of the HVAC personnel from Cool Connection as this was the problem all all alone. I want all monies paid for service that didn't fix the problem.
Business response
09/21/2023
a service call was done on 07/06/23 at which time no problems were found with this system with refrigerant levels and supply differential found to be normal. our normal service call fee on $99.95 was charged and paid. On 07/21/2023, the customer called for another service call. A bad wire was found to be rubbing on the cabinet and was repaired. The system had normal pressures at departure. This call was charged a normal service call fee and 1/2 hour labor for a total of $179.95. on 07/22/2023 we were called again .Upon arrival the condenser was not running due to an error code on the defrost board. As the unit was in hard lock out and no other reason could be found for the hard lock out, a defrost board with capacitor was ordered. On 07/28/2023 the defrost board and capacitor were replaced and the unit was running to specifications when we left the home with normal readings. The cost of this repair was $525.00. On 08/02/2023 when again went to the home and reset the t-stat. This was the first problem with the t-stat and there was no charge for this call. On 08/03/2023 we again went out-no charge- and bypassed the low pressure switch to try and verify the problem. It is our position that if the defrost board had not been replaced and the low pressure switch had not been bypassed, the problem with the motor may have never been found. We were not given the opportunity to address this issue as another company apparently went out.
Our invoices that verify this information have already been submitted by the customer. We do not feel a refund is in order.
Business response
09/21/2023
a service call was done on 07/06/23 at which time no problems were found with this system with refrigerant levels and supply differential found to be normal. our normal service call fee on $99.95 was charged and paid. On 07/21/2023, the customer called for another service call. A bad wire was found to be rubbing on the cabinet and was repaired. The system had normal pressures at departure. This call was charged a normal service call fee and 1/2 hour labor for a total of $179.95. on 07/22/2023 we were called again .Upon arrival the condenser was not running due to an error code on the defrost board. As the unit was in hard lock out and no other reason could be found for the hard lock out, a defrost board with capacitor was ordered. On 07/28/2023 the defrost board and capacitor were replaced and the unit was running to specifications when we left the home with normal readings. The cost of this repair was $525.00. On 08/02/2023 when again went to the home and reset the t-stat. This was the first problem with the t-stat and there was no charge for this call. On 08/03/2023 we again went out-no charge- and bypassed the low pressure switch to try and verify the problem. It is our position that if the defrost board had not been replaced and the low pressure switch had not been bypassed, the problem with the motor may have never been found. We were not given the opportunity to address this issue as another company apparently went out.
Our invoices that verify this information have already been submitted by the customer. We do not feel a refund is in order.
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Contact Information
Customer Complaints Summary
2 total complaints in the last 3 years.
1 complaints closed in the last 12 months.