ComplaintsforJohn C. Cassidy Air Conditioning, Inc.

• Initial Complaint

  04/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a new HVAC unit In April of 2021 and have had ongoing problems with it Fist the condenser needed replacement Then the **** thermostat stopped working and I was told I needed a new thermostat I purchased a new one and they installed it and it blew again This time the diagnosed that I needed a new electronic board The part was under warranty but the labor charge was over $400 I had to also purchase a new **** thermostat for another $200 After the board was installed the third new thermostat blew They came out and determined that a low voltage wire was crimped and repaired that That seemed to do the trick I spent over $1000.00 on a new HVAC unit and **** Cassidy refused to consider and good will what so ever They came out last week to service the same unit and i explained to the technician the we had a unusual amount of water in the drip pan They checked it out and said everything was fine Last night I see water dripping from my kitchen ceiling under the unit The drip pan was overflowing and leaking the the wood for in my kitchen ceiling Still waiting for the 24 hour emergency service to arrive ************ does not care about there customers When I was disputing some of the charges it took a month for me to speak to a person with authority and I was denied any good will again This is just the wrong way to do business

  

  Business response

  05/01/2023

  We called ********************** addressed his issues and have corrected and refunded him. We reinstated his maintenance agreement and he is still a Cassidy Care customer.

• Initial Complaint

  08/21/2022

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I signed for a Cassidy Care program contract for one year at $220.00 and it was paid to ***** "*****" ********* on 5/21/2021 by credit card. Before the 2021-2022 contract expired, I cancelled the renewal with the company. In August, ************ Cassidy's accountant ********************* sent me a bill for $220.00 and I emailed him to get an explanation about the charge. He acknowledged that I cancelled but refused to explain why I still owed $220.00. Instead, ********************* sent me a letter that he would send it to collection if I didn't pay. I cancelled my contract which is allowable by either party and it's not fair the way that the company is threatening to send me to collection.

  

  Business response

  08/22/2022

  This was a miscommunication and *************** does not owe anything. My office called her this morning to discuss. 

  Customer response

  08/23/2022

   
  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.
  
  Sincerely,
  
  *************************

• Initial Complaint

  09/01/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We contracted with JCC to install central a/c in the ground floor of a three story townhouse, paying them $12,348. The contract required them to connect the condesate line to the existing drain. They failed to do so. A floating wall was built in front of where the connection was to be made. The system was fired up in November 2020. In March 2021 we discovered water on the floor 20' from the "connection." We contacted JCC, who asked to me there when the floated wall was openned. We obliged. There was no equipment or other debris to indicate the connection had been made. JCC admitted liability and asked us to send the bills. We had to replace the wainscotting on two 20' walls, replace floor tile, paint, and do carpentry and mold remedication.We sent JCC the bills, photos, and cancelled checks, as requested.. After going back and forth on what they should cover JCC decided to deny liabiity because we'd had the unit serviced and the pump replaced, which is 30' from the failed connection.

  

  Business response

  09/13/2021

  Business Response /* (1000, 5, 2021/09/01) */ Mrs. *****, as per your attached letter dated 8/6/2021. I was not that I was too busy to address, it was that we were waiting for all the information to determine how to resolve this issue. It is very clear to us that we do not have any responsibility for this leak. The facts: We installed the system in early November, and it ran with no issues. Taylor-Made worked on the system and replaced the condensate pump in January. After Taylor-Made's work was completed, you discovered the leak in March. It appears that when Taylor-Made installed the new pump they dislodged the connection and also never verified that the condensate was going outdoors after they told your husband that was the reason they replaced the pump (as per email 7/29/2021). Based on these facts, it is our position that we do not have any responsibility to this leak that started in January after Taylor-Made replace the condensate pump. I have not filed a claim with my insurance company because we were waiting for all of the information. I have been speaking to our agent during this entire process. Based on the facts, my agent has informed me that there is no reason to file a claim. Consumer Response /* (3000, 8, 2021/09/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) JCC posits two inconsistent positions. First, it argues, against both the video and its employee's observations, that it did connect the condensate line, and thus denies liability. This ignors what was readibly observable and the fact that the pump simply replaced what they originally installed and was over 30" from their "connection." Second, it argues that the company that replaced the pump should have seen that the line was not draining outside. This argument assumes that JCC failed to properly connect the condensate line to the drain line but maintains that a third party should be partially responsible for damages (i.e. additional undected flooding from November to January). The first argument is untenable. The second does not excuse their failure to pay for the damage their defective work caused. Business Response /* (4000, 11, 2021/09/03) */ We do not deny the the pictures and the video but we do believe it was disconnected by the other contractor when they replaced the condensate pump. Our position is very consistent as per first response. Consumer Response /* (4200, 13, 2021/09/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) As previously noted, there was no primer, sealant, coupling, adapter, adhesive, or other debris where the condensate drain met the dripline when the floating wall was openned in the presence of a JCC representive. JCC knows this. If the lines had been properly sealed 1) there would have been evidence of a proper seal; and 2) replacement of a pump with a similar pump 30' away could not have dislodged the seal. JCC did not claim it had properly connected and sealed the drains until it found out we had had the pump replaced. JCC has never claimed there was physical evidence of a proper seal. Indeed it cannot, since there is video evidendce to the contrary, which was witnessed by its rep. Complaint Response Date bumped because: Holiday

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