ComplaintsforSummer Breeze Heating & Air, Inc.

• Initial Complaint

  06/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had complete HVAC system installed at ***************************************************** on 4/22/22. The brand new system was randomly shutting off cooling for days and the technicians have been to the house 4 times and unable to fix the issue. On 6/11/22 **** came and bypassed the pressure valves and was going to order replacement part for defective part and let us know on 6/13/22 once he ordered the part when it will be in for installation. I did not hear from **** for over a week despite texting and emailed the manager with no response. I finally got in touch with someone at the office and was told a technician would come and install the replacement part on 6/27/22 but nobody showed up.

  

  Business response

  06/29/2022

  Thank you for your feedback. According to our dispatch system we had you scheduled for Tuesday June 28th, ********** June 27th. The appointment has always been set for Tuesday since It was assigned on 6/21/2022 @ 9:52 a.m. You got an alert about the scheduled date sent to your phone and by e-mail. We do apologize if this was mis-understood to you. On Tuesday 6/28/2022 we were advised by Trane that the part is on a national back order due to the on-going pandemic and shortage of supplies. Trane advised they are expecting a shipment by Thursday 6/30/2022 for the part to arrive sometime that day by freight. Trane originally told us it would be available by Tuesday 6/28 and that is why this was originally scheduled. We do apologize for any inconveniences and are working hard to get your system back cooling. Thank you. 

• Initial Complaint

  06/26/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 6/9 I requested service through my home warranty company to look at my AC unit that is continually running and not cooling the house as it should. On 6/15, Summer Breeze finally sent a technician (Erik) out who put 1.5 lbs of coolant in my AC and said it was low. I asked him how much life it had left and he said because of its efficiency it likely needed to be replaced but he would see if this helped. My house continued to be hot and AC run constantly with no change so later on 6/15 I requested a return visit as the issue was not fixed. Erik returned on 6/23 and said it was low again and he was marking my unit as an irreparable replacement and that they would be out next week with a new unit. He said I should hear something by 6/25. I've called and left messages, my warranty company called and left messages and sent emails. They've yet to return my calls since Thursday and Friday and today. I received a text from them saying they needed to come back out to look again. Lies & excuses

  

  Business response

  07/12/2021

  Business Response /* (1000, 5, 2021/06/28) */ Thanks for your feedback. On 6/15 per our technician Erik he stated he found a burnt capacitor on your package unit. He replaced the capacitor and found the system operating normally at that time. We received a recall work order the very next day on 6/16. Due to high volume of calls we were already booking a week out for service calls. We scheduled the home owner for 6/23. On 6/23 Erik indicated the system was frozen with ice on evaporator coil and condensing coils. Due to the build up of ice on the system we cannot properly perform any type of leak search on the system. This is very common in the HVAC field. If a system is frozen we need to wait at least 24-48 hours for defrost. We did not receive any missed emails or voice mails from the home owner. I check our messages daily and did not see anything the home owner is indicating. The only response I did see was on our messaging portal we have through our dispatch system which is very similar to texting back and forth on a mobile device. This is used for scheduling appointments and notifications from the contractor to the customer. Per Erik he advised the home owner due to the system being frozen we cannot perform a leak search at this time. We will need to come back after the defrost to then ultimately condemn the package unit un-repairable. This is what we submit to our home company. We sent out our other technician Chris today 6/28 to get her system leak checked. We had to book for a few days out since this was a weekend and we could not get a tech out sooner due to our weekend slots being pre-booked the week prior. We have the report today 6/28 the technician confirmed that both coils are leaking Freon and we can move forward with the authorizations process through the home warranty company. We will have this completed in a timely manner upon we are only moving as fast as the home warranty can process the claim and also order the equipment and have it shipped. We will do everything in our power to get this completed in a expedited process. Thanks for your patience in this process. Consumer Response /* (3000, 7, 2021/06/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) I first want to respond to the claim they have no missed calls for voice mails from me, which is not at all true. Voicemails were left in all instances when I could leave one, though sometimes the voicemail system said the voicemail was full and I was unable to leave one due to this. For example I called 3 times on 6/25, 4 times on 6/26 during business hours. Not one time did anyone pick up the phone. I will gladly supply my phone records and know that my warranty company also called repeatedly and emailed them. Summer Breeze has started to pick up the phone when I call and I've spoken with Matt twice today. He states that they are waiting for the unit to be ready for pick up from where they order it from. I'm asking for urgency on both Summer Breeze and their supplier to provide the unit and schedule the replacement of the unit in my home. My home warranty company told me today over the phone that Summer Breeze said that they would install the unit by 7/20, which is 20 more days from today, totaling 43 days with no air conditioning in the hot summer Georgia heat. Due to health and safety concerns with the extreme delays, I'm asking for both the supplier and Summer Breeze to apply urgency to this situation and install the unit by next Wednesday at the latest, which will be one full month from my first date of request for service. Business Response /* (4000, 9, 2021/07/01) */ Good afternoon, thanks for your response. In the hours between 8-12 p.m. our main line has a high call volume rate. We have 3 office associates answering all calls. There may be some times were we will miss a few calls. We check all messages and respond to callers accordingly. As for the equipment, it is all in the home warranty hands. I have called the purchasing department and have expedited the work order on our end. I was also advised that the only way to get moved to top of the list for orders if it were an emergency situation. The homeowner would have to call them to request that so the equipment will be ordered in faster time. We told the home warranty it could take up to the week of 7/20 for it to be ready. We did not determine that was the day we would do it. It is a time frame for how long it could take at the maximum. Of course if they get to it faster I would book the appointment for sooner. We here at Summer Breeze value your time and will be sure when the equipment is ready for pick up it will be installed in a quick and timely manner.

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