Business ProfileforSun Kool Air Conditioning, Inc.

We need resolution to the issue of floor damage caused by incorrect installation of our air conditioning unit. We purchased a new Carrier A/C unit from Sun Kool in March, 2021. Prior to that date, we were customers of Sun Kool since 2018, and after the new unit installation, we continued to be regular maintenance customers. In July, 2022, our master bedroom and master closet were flooded by water backup from the A/C unit. Subsequently, we worked with Tim (whom I understand is no longer with the company) to get the A/C unit fixed and resolve the damage to our house. We continued to be regular maintenance customers. On June 30, 2023, in the early morning, we discovered water once again had flooded our master bedroom and closet. We immediately contacted Sun Kool, and a technician was sent to the house in the afternoon. His name was Christopher, and he had no idea how to fix the unit. Since it was a Friday afternoon before the long July 4th weekend, there was no one available to help us until Monday. We had to turn off our A/C to prevent more flooding until Don could get to us on July 3rd. On July 16th, we experienced more flooding and Robert Sundberg came oue out and installed an additional float and cleared the pipe. On 7-20-23, our A/C shut down and Travis Schuyler responded. He did a thorough investigation and discovered that when the unit was originally installed, the deck was tilted in stead of being level which had caused the water to drain into our house instead of draining properly. Travis had to pull 7 gallons of water from under the deck below the A/C unit. He subsequently contacted Adam of the retrofit department and on 7-31-2023, the retrofit department came to fix the unit. Zack who directed this process said it should never have been installed the way it was originally. The retrofit people left at 9:30 p.m. on 7-31-2023, and in the early A.M of 8-1-2023, the A/C unit shut off--I called Sun Kool emergency number and requested that an experienced person come to fix our situation. When he came, he discovered that pipe was jammed up with white sticky substance that he assumed was the glue used for the previous installation of the additional float, and he cleaned the pipe. All of this leads to the fact that the flooring in my master bedroom and closet is damaged and warped. When Travis was here, he took pictures and we gave him a copy of the quote for repair. We need immediate resolution from Sun Kool on replacement of our flooring. We have been loyal Sun Kool customers for years and none of this was caused by any negligence on our part.