ComplaintsforLeslie Heating, Cooling, & Electric, Inc.

• Initial Complaint

  07/08/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought new heater / a/c unit from Premier Heating and Cooling. Premier sold company to Leslie Heating and Cooling. The unit is 5.5 years old of a 10 year warranty. 1 month ago no a/c, I called out Leslie, said i was down 3 pounds of Freon, charged me 500 dollars to recharge, said its "normal" for every 4 to 6 years to recharge your a/c. Didn't make sense so i called other companies, asked if true, both said the same thing, a/c units today are closed loop systems, should never need to be recharged. 3 weeks go by a/c out again, they came, said bad coupling, covered under warranty but I would need to pay 189.00 on up till Freon full. I said no, they charged me $33 for the service call. 1 week later, the a/c goes out again, they said i needed to pay $229 for leak test, 189.00 for Freon. I had another company come out, they showed me how bad install was done. I had unit replaced. Called 2 lawyers, said, no case. Where is the consumer protection agency?

  

  Business response

  08/03/2021

  Our records indicate the customer had a new system installed by Precision Plumbing in 2015. Leslie Heating & Cooling was called to service the customer’s rental property May 22, 2021 for an air conditioning unit that was not cooling. The invoice summary provided by our Service Technician indicates the refrigerant level was low and our Service Technician advised the customer. The customer declined a leak search and directed our Service Technician to recharge the system and therefore no further diagnostics were performed.

  
  On June 21, 2021 the customer again requested service for the air conditioner unit that was at his rental property. Our Service Technician indicates in his invoice summary he performed additional diagnostics and identified a problem with the Schrader valve and replaced the valve which was covered under warranty and also indicated the unit was operational at this time of service. Our Service Technician also advised that additional diagnostics may be necessary in the future if the refrigerant leakage persists.  The customer was charged $33 for a diagnostic fee.

  
  On July 12, 2021 the customer again requested service for the same unit at the rental property which was no longer cooling. The customer was advised by our Dispatcher additional diagnostics would be required to ultimately restore the air conditioning unit. An appointment was scheduled for service but the customer later cancelled the appointment.

  
  Adding refrigerant is often the least costly option and quickest solution to resume cooling for an air conditioning unit, however, it is rarely a sustainable solution. It is our practice at Leslie to perform additional diagnostics to identify the root cause of an air conditioning unit that is not properly cooling. Our Service Technicians are trained to present all options for diagnostics and repair at the time of service and it is at the customer’s discretion to select the option that best suits their needs and circumstances at the time.

  
  

  Customer response

  08/04/2021

   
  Complaint: 15632607
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** ****

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