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:10/18/2024

  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.

  A/C unit was installed ~2 years ago. Fan fell off twice and damaged the coils, per the tech that came out and reattached the fan no damage was reported. ~2 weeks ago the A/C stopped working blew hot air. Called another **** company who said it was shot due to multiple leaks and needed a replacement. Called ****************** for warranty work a tech was sent out, tech came to same conclusion and indicated to my husband that the unit needed to be replaced. We have been calling ****************** since their tech evaluated 10/12 and keep getting the run around. on 10/16 we were informed that a crew would be out between 6-10pm no one showed, and we were back to the same phone tag avoidance. My husband went to the ********** in person after work, to attempt to resolve the issue but was told that the manger was out for the day and that he would get a call tomorrow 10/18.

  

  Business Response

  Date: 10/30/2024

  Thank you for allowing us the opportunity to address this complaint. Our Customer Relations Manager has reached out to Mrs. ******* regarding her concerns about the installation completed at her home on May 17, 2022. We sincerely apologize for any miscommunication regarding the scheduled appointments. A follow-up appointment was successfully conducted on October 28, 2023. Our Customer Relations Manager has been in communication with the Service Manager to work towards a final resolution. We are committed to ensuring Mrs. ********* satisfaction and will continue to follow up until this matter is fully resolved.

• Initial Complaint

  Date:10/08/2024

  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.

  ****************** installed a new **** system in my home on January 8th 2024. After approximately four months after installation the outside fan broke and was replaced by Waychoffs. After the fan motor was fixed it was recommended to put a capacitor on the system to keep the system operating efficiently. The capacitor was installed. The service person also said it needed coolant, and it was added. Shortly after the capacitor was added the system began banging when it started. Several weeks later the system froze up and stopped working. The service person came out again and said we have a leak in our system and was going to order a part and schedule an appt to fix it. Several weeks went by and I called on status over concern I had a leak and the system was running low on coolant which is detrimental to the system. I was told the part was never ordered. Another Service person came out to look at the system and said it is low on coolant but can not fill due to government regulations and the banging noise is coming from the **** unit running on low coolant and straining the system. . I called the Service manager ******** several times over the following weeks and never got a call back until I called my Sales Person, *****, who called ******** and ******** finally called me back. I told both my Sales Person, *****, and the Service Manager, ********, that now that the system has been running low on coolant for over a month it has damaged the system and asked for it to be replaced. ******* said he would look in to it and needed to call the manufacturer. It has now been over a week and I have called him back twice and no response. My system has now been running on low coolant for well over a month and needs to be replaced. I have requested, but no response.

  

  Business Response

  Date: 10/21/2024

  Thank you for the opportunity to address this complaint. Our Customer Relations Manager has spoken with Mr. ****** regarding the heat pump installation completed by ******** on January 8, 2024. Mr. ****** expressed concerns about increased electrical usage, and we sincerely apologize for any inconvenience this has caused. We replaced the line set on October 16, 2024, and our Customer Relations Manager attempted to follow up with Mr. ******* October 18, 2024, to ensure that everything is functioning as expected. We are committed to continuing our follow-up with Mr. ****** to confirm his satisfaction with the resolution and to further discuss the additional electrical usage he previously mentioned.
   

• Initial Complaint

  Date:10/07/2024

  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.

  We had a brand new HVAC system installed on June 16, 2021. Since then we have had 17 service calls to repair our defective system. We have had to replace three blower motors, four control boards, a capacitor on the condensor, a contactor on the heat kit, the evaporator coil on the air handler, and 10 lbs of refrigerant at $105 per pound. We have spent nearly $5,000 out of pocket on AC repairs and our system is barely 3 years old. To make matters much worse, we recently discovered the air handler is leaking water through our ceiling which has caused severe water damage to our home. The system is still leaking and we have tried to contact Waychoff's three times in the last 2 weeks for help. We have been completely ignored. We have costly repairs still to make to our ceiling and walls and cannot proceed until the AC stops leaking. I have attached a document with the complete list of service calls and a description of each.

  

  Business Response

  Date: 10/21/2024

  Thank you for the opportunity to address this complaint. Our Customer Relations Manager has been in contact with Mr. ***** regarding the heat pump installation completed on June 16, 2021. We sincerely apologize for the issues he has encountered, and our goal is to work towards a satisfactory resolution. We have scheduled an appointment for October 23, 2024, to further assess the system and evaluate the reported damage to his home. Should we determine that we are responsible for any of these issues, we assure you that we will take appropriate action to resolve them. We will continue to follow up with Mr. ***** until this matter is fully resolved.

  Customer Answer

  Date: 10/24/2024

  
  
  

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

  
  

   Complaint: ********

  
  

  I am rejecting this response because: The response is the first step in a lengthy resolution.  I would like this case to remain open until the matter is resolved.

  
  

  Regards,

  
  

  ***** *****

  
  

  
  

  
  

  
  
  

  

  Business Response

  Date: 11/04/2024

  On October 23, 2024, Waychoff's dispatched a technician to further evaluate the reported damage. On October 25, 2024, we returned to replace the TXV. Following the replacement, we determined that the customer would need to replace the ductwork, and we provided estimates for this, as it is not covered under warranty. Subsequently, we learned that Mr. ***** is pursuing repairs through his insurance. On November 4, 2024, we reached out to confirm that this is the intended course of action. We plan to inform him that his insurance company would contact us for any further steps. We will continue to follow up with Mr. ***** to ensure his satisfaction with our work and the proposed resolution.

  Customer Answer

  Date: 11/05/2024

  
  
  

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

  
  

   Complaint: ********

  
  

  I am rejecting this response because:  You were misinformed.  We are not pursuing repair through our insurance.   Waychoff’s is liable for the water damage and the mold remediation caused by the leaking AC.   We are reviewing quotes for the duct work.  

  
  

  Regards,

  
  

  ***** *****

  
  

  
  

  
  

  
  
  

  

  Business Response

  Date: 11/15/2024

  We have been in communication with Mrs. ***** and have agreed to cover the cost of an air quality test. Our Customer Relations Manager coordinated with an air quality assessment company and facilitated the scheduling of the test in collaboration with Mrs. *****. The assessment was conducted earlier this week, and we are currently awaiting the results. Throughout this process, our Customer Relations Manager has maintained consistent communication with Mrs. *****, who has expressed satisfaction with the steps being taken to address the issue. We remain committed to following up with Mrs. ***** and ensuring this matter is resolved to her satisfaction.

  Customer Answer

  Date: 11/20/2024

  
  
  

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

  
  

   Complaint: ********

  
  

  I am rejecting this response because:  We are actively working toward resolving this issue.   Thank you for your efforts thus far.   We will continue to communicate with the Customer Relations Manager as we progress.   

  
  

  Regards,

  
  

  ***** *****

  
  

  
  

  
  

  
  
  

  

  Business Response

  Date: 11/29/2024

  Our Customer Relations Manager has been in continuous communication with Mr. & Mrs. *****, working toward a resolution. Today, November 29, 2024, Mr. ***** reached out to inform us that they will be receiving a quote from a restoration company for our review. We will remain in contact with them and continue to collaborate until this matter is fully resolved.

• Initial Complaint

  Date:03/28/2024

  Type:Product Issues
  Status:

  ResolvedMore 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.

  We purchased a new high efficiency Lennox system from Waychoff's in June ****.
  
  This winter, it became apparent that the heating was only occurring through electric heating, not the higher efficiency heat pump. Three service calls by Waychoff's took place starting in December **** through February **** to correct the problem.
  
  I mentioned during the last two service calls that I had received thermostat reports demonstrating that the heating was not taking place in an efficient manner, and would like to bring that at the attention of management as our electricity costs were excessive. At the suggestion of the Waychoff technicians, I wrote a letter documenting the issue and requesting reimbursement to Courtney Unsen on February ***** ***** requesting a response by March ** ***** A copy of the letter is included as a supporting document.
  
  As of ******** no response was received. I called Sarah in sales with Waychoff, who informed me she would follow up with Courtney and get me a response in ***** business hours.
  
  As of *******, still no response had been received. I called Sarah in sales again. She said she had spoken to Courtney, the are pulling their records together and would call me back same day.
  
  As of *******, still no response/call had been received. She tried unsuccessfully to reach Courtney during our call, and informed me she would be referring the matter to their Customer Relations Manager, would be putting in a ticket and I would receive a reply within ***** business hours.
  
  As of *******, still no reply to my letter has been received.

  

  Business Response

  Date: 04/05/2024

  Thank you for the opportunity to respond to this complaint. Our Customer Relations Manager reached out to Mr. ******* to discuss his concerns with the Heat Pump installed on ********** Waychoff sent out a Senior Technician on 2/19/**** and confirmed the system was working per manufacturer specifications. Mr. ******* mentioned that he was concerned with the additional electric usage. After further review of his electric bills our Customer Relations Manager offered to refund $750.00 as a good faith effort and he was satisfied with the resolution. We encourage Mr. ******* to reach out to us if he experiences any further issues with his Heat Pump and we would appreciate the opportunity to discuss and resolve any outstanding concerns.

  Customer Answer

  Date: 04/08/2024

  Their Customer Relations Manager reached out to me promptly after filing the complaint and was a pleasure to work with. I accept the response to this complaint and will consider the matter closed upon receipt of the payment.  

  Customer Answer

  Date: 04/09/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

  
  

  Better Business Bureau:

  
  

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

  
  

  
  

  
  

  
  Regards,
  

  
  

  
  

  ******** *******

  
  

  
  

  
  

   

• Initial Complaint

  Date:10/18/2023

  Type:Sales and Advertising 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.

  I had an ac issue in September of 2021. My air handler was leaking water all over my garage and wall and had mold growing on the drywall. So I call ******** because I was referred to them as an ac company that had handles my familys ac problems. So they told me I needed a new handler or drain pan so I got the new unit and handler. Ive had to call about an issue with the new unit this summer of 23 due to the unit shutting off and not blowing cold air. It was longer than the advertised 24 hours to be seen and they had to come back 2 or 3 times due to the same issue happening and the technicians finding no problems. Finally we got a good technician and he found the issue. But now after all that headache we have, what looks to be mold in our vents. I take this very seriously, especially since we have a 6 month year old in the house with us. I called about two weeks ago with the complaint and I was told they were going to look into it. However after a few days passed I called them and asked and asked very nicely about what was going on. And either the ****** who was working my issue was busy or they couldnt transfer me or whatever excuse I got usually it was well send an email out. I was fed up so I called Sunday I believe, and complained and I was upset it had been two weeks since I had first complained. I get a call on Monday afternoon oct 16 2023 and all that they said was its still under review and the executives had to look at it. Its been two weeks my vents have mold in them and it seems that no one is caring. Its honestly so sad that a company gets the consumer to buy there product and when they buy the 7000$ product I can already barely afford they treat you like they dont even know you. Im frustrated and just want this problem fixed my kid is breathing this in everyday!! This is crazy and undeserving for anyone to go through. I know the unit is two years old but for 7000$ and mold in the vents they should be able to help asap.

  

  Business Response

  Date: 11/09/2023

  Thank you for the opportunity to respond to this complaint. Our Customer Relations Manager reached out to ************** to discuss this matter further. We scheduled a senior technician to go out to him home on October 20, 2023. ************** found the system to be operating as expected and we did not believe the equipment to be the cause of any growth in the home and recommended to have a mold remediation company out to assess. We followed up after the service and he was satisfied with the visit. To resolve his concerns with the previous service completed and the time taken to address this issue we offered $250.00 as compensation and a year of free maintenance to resolve this matter. He is satisfied with our response at this time. 

• Initial Complaint

  Date:09/25/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  Waychoffs installed a new unit in 2019, in 2021 I paid $1700 for repairs. In August 2023 I noticed water damage to my floors and call my licensed handyman who discovered my inside AC unit was leaking which has caused several thousands of dollars in damage. I called to have them find and fix the problem. Technician came and checked it out and charged me $216 and told me the leak was fixed. It was not fixed and a week later the came out again and said it was leaking because the floor under the unit was rotting, (well no kidding). He's said he balanced it and again I asked if that would stop the lake and was told it would. Well guess what, IT'S STILL LEAKING. The longer it leaks the more damage to my floors which I can't have repaired until the leak if fixed. Since I was charged $216 and was told the problem was solved I would like my money refunded. Not to mention how rude the technician was. I would not recommend this company to anyone in fact stay away from this place.

  Customer Answer

  Date: 09/25/2023

  The issue has been resolved. ******, the customer relations manager call and was very apologetic and after explaining the details is refunding the $216. Thank you so much for your help, and thank you ******.

• Initial Complaint

  Date:09/20/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  I purchased a new a/c system from Waychoff's in June 2022 and on August 31, 2023 the a/c stopped working. I contacted them on 8/31 and they sent a technician out on 9/1 who told me the compressor was bad and the wire housing fried. The quoted 5-7 days on the wire housing, and then I several times the following week and was given different times for the parts arrival. They said tracking numbers indicated the part would be in around 9/12 or 9/13. On 9/14 they told me the part was still not in and it would be another week. On 9/19 they told me they hoped to have the part by Friday, but could not confirm that. I have been without a/c for nearly three weeks now in Florida summer, when their original estimate was 5-7 days. Today the Service Manager was supposed to call to discuss, but never did, and when I called back was told they had an emergency and were gone for the day, along with everyone else above the Service Manager. I feel I am getting the short end here since this is warranty work.

  Customer Answer

  Date: 09/21/2023

  Good morning,

  I am writing this to let you know that Waychoff's has resolved this matter.  They called me Tuesday evening to tell me they had the parts and scheduled the repairs for yesterday.  Repairs were completed, and my a/c has been restored.

  Thank you for your involvement.  I believe this complaint can be considered resolved.

  Sincerely,

  **** *******

• Initial Complaint

  Date:09/01/2023

  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.

  My air conditioner broke and was under warranty by *** ******, who merged with Waychoff. A technician came out and determined it was just the blower motor. We were instructed to turn off the air conditioner until he returned with the part.
  
  The part did not arrive for a week with no communication. He installed the part and the air conditioner still did not work. Claimed now a panel was also broken despite the air conditioner being off since his last visit. Another part needed to be ordered and could be “expedited” at no additional cost.
  
  My husband called to speak to management about to situation, and was transferred to a manager with Snell Air Conditioning in VA, not Waychoff.
  
  So now it’s been over a week a half with a broken AC, no end in sight, and no time frame for a resolution. Nobody at this company appears to care about the poor service they provide. They do not care about fixing ACs in a timely manner either.
  
  I would recommend using ANY other company for your service.

  Customer Answer

  Date: 09/01/2023

  They told us they have the part and that nobody can come today, the weekend is for “emergencies only” and Monday is a holiday. 2 weeks without AC because of their incompetence should be considered an emergency. 

  

  Business Response

  Date: 09/19/2023

  We apprecaite the opportunity to review and ultimately resolve Mr. and Mrs. ****** concerns. Our Customer Relations Manager was able to reach them directly and resolve their concerns by making the repair to the system and coming to an amicable resolution. We appreciate Mr. and Mrs. ****** patience in the matter and value them as a customer.

• Initial Complaint

  Date:08/07/2023

  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.

  Purchased A/C for a home in Florida. We were promised that this expensive unit would solve out humidity problems. 4 months later with multiple visits by service techs the unit is still not performing. When we call Waycoff management they just hide behind the receptionist and and are never willing to take our calls. Based on other online reviews I can see we are not the only unhappy customer.
  We are not trying to use the Waycoff satisfaction guarantee which I uploaded. It is not even worth the paper its written on. They are refusing to honor their money back guarantee or their performance guarantee.

  

  Business Response

  Date: 09/06/2023

  Thank you for providing us the opportunity to review and research Mr. ***** concerns. As he is tenant of the property we have reached out to the home owner to discuss the matter further and are currently reviewing with our executive managment team.

  Customer Answer

  Date: 09/06/2023

  I am the husband of the owner of the property. There has been no communication from Waychoff to me or my wife in a month. We have sent a letter on August 9th to Waychoff requesting our old equipment be returned under Waychoffs written satisfaction guarantee and written performance guarantee with no response. Letter attached. The company appears to have no plan to resolve this issue. 

  Customer Answer

  Date: 09/06/2023

  There has been no communication from Waychoff to me or my wife in a month. We have sent a letter on August 9th to Waychoff requesting our old equipment be returned under Waychoffs written satisfaction guarantee and written performance guarantee with no response. Letter attached. The company appears to have no plan to resolve this issue. 

  Customer Answer

  Date: 09/06/2023

  
  
  

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

  
  

   Complaint: ********

  
  

  I am rejecting this response because:

   

  There has been no communication from Waychoff to me or my wife in a month. We have sent a letter on August 9th to Waychoff requesting our old equipment be returned under Waychoffs written satisfaction guarantee and written performance guarantee with no response. Letter attached. The company appears to have no plan to resolve this issue. 

  
  

  Regards,

  
  

  ****** *****

  
  

  
  

  
  

  
  
  

  

  Business Response

  Date: 09/22/2023

  Our Customer Relations Manager has been in contact with the owner of the home, and we have come to an amicable resolution. She is completely satisfied with our response at this time. 

   

   

  ****** ******** Customer Relations Department Manager   P. ***** ******** F. ***** ********   Horizon Services *** ****** *** * ****** *** *****

  
  

• Initial Complaint

  Date:07/25/2023

  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.

  Waychoffs performed a repair by replacing freeon line set, Paid $919.35. Technicians were called out an additional 4 times. Each technician stated we have ZERO issues after we wasted 4 days of our time. I called another company who diagnosed the problem and fixed it quickly. The problem was the tech who installed line set did not remove all the moisture from system which then burnt up compressors motor and txv value.

  

  Business Response

  Date: 09/06/2023

  Please accept and add our response with regards to **********:  

   

  Our Customer Relations Manager reached out to Mr.******to discuss his concerns. We apologized for the number of visits to attempt to resolve the issue with the Heat Pump we installed for his home. We have addressed this matter internally to improve our services going forward. We reviewed the invoice from the company who made the necessary repairs for his unit and agreed with their assessment. We also sent out a technician to verify the use of OEM parts, which was confirmed and Mr.******'s parts and labor warranty remains intact with Waychoff's until August of 2026. We additionally agreed to reimburse the amount Mr.****** spent with another company to complete the necessary repairs and agreed on an amount for compensation due to the experience. Mr.******is completely satisfied with our response at this time. 

  Customer Answer

  Date: 09/11/2023

  
  
  

   

  
  

   Complaint: ********

  
  

  I am rejecting this response because:

  It has recently come to my attention that the unit is still not fixed. The additional repairs that need to be preformed are a result from waychoffs tech allowing moisture in the system. I have reached out to Marisa so that we can come up with a solution and I am awaiting her return call. I am extremely concerned about this issue as it appears the moisture is destroying the unit and we should honestly replace entirely so that we can ensure the situation is rectified as it should be.

  Please see quote attached.

  
  

  Regards,

  
  

  **** ******

  
  

  
  

  
  

  
  
  

  

  Business Response

  Date: 09/24/2023

  Our Customer Relations Manager reached back out to Mr. ****** to discuss his concerns. We sent out a technician to complete a moisture test on 9/21/21. Due to the results we will be returning to install a new liquid and suction line drier on the system. Once the parts are received and installed, we will complete another moisture test to ensure the issue is resolved. We will remain in contact with Mr. ****** until this is completed.