ComplaintsforClarksville Heating & Air, LLC

• Initial Complaint

  07/27/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We had a repair done on our AC unit and it was inspected at that time. Exactly one week later, our AC unit had a clogged line and caused water to leak through my attic floor and damaged the ceiling in the bedroom below. I called the company to come back out to inspect. I was asking for some sort of compensation or for them to send someone to fix my drywall. The gentleman came out and took photos and then told me he would call me with a response to my request. I did not sign anything that day. They never called so we called back twice and left messages. They then sent us a document saying the incident was not as a result of then and it had a forged squiggled line as a customer signature stating that I had accepted their work.

  

  Business response

  08/11/2023

   Mr. and Mrs. ******,  we appreciate you reaching out to us about your concerns with the water leak and ceiling damage you have experienced. We are very sorry you have had to deal with this. We appreciate the opportunity to review the chain of events.
  On 6/27/2023 our technician, Andrew responded to a call for NO A/C at your home. Upon arrival he found the A/C was not cooling because the compressor in the outdoor unit overheated due to the run capacitor had failed and an extremely dirty coil on the outdoor heat pump.  Upon approval he completed the replacement of the capacitor, installed a start capacitor and cleaning of the dirty outdoor coil. He then started and tested the system for proper operation. He went to the indoor unit in the attic and performed a visual inspection and checked the  temperature drop across the indoor coil to make sure the system was cooling correctly.  
  At that time he did not notice any other problems or condensate leak at the indoor unit, so he completed the call. (See attached invoice)
  Ten days later on 7/5 you called about the ceiling damage.  After being able to connect by phone we schedule an appointment for us to return on 7/13 to assess the situation. 
  During that visit, when I asked what had happened you shared with me that the system had been cooling fine but all of a sudden started leaking water down through the ceiling and set off the snake detector, so you asked your neighbor to come over. Upon his inspection he found the drain was backed up and the clear part of the condensate trap was clear of any dirt or debris and the clog was found to be further down the drain line.  He then cleared the drain with his air compressor and everything has been fine since.  
  Upon our inspection on the 2nd visit, we found your system to still be cooling and draining  correctly. We also found the pre-existing condensate trap was outside of the emergency drain pan under the unit  and did not have a safety switch to shut the  system off in the event of water backing up into the emergency drain pan.  In addition, there should be a drain line from the emergency drain pan so it wouldn’t overflow and cause water damage below. We also found the pre-existing emergency pan float switch was installed in a way that it did not operate correctly to shut the system down.  These items were pre-existing and installed by another company. 
   In good faith we did not charge for the return visit nor were any repairs performed so we then returned to the office to review your service records compared to our findings.  At that time we determined that the water leak was not related to any work we performed nor could it have been predicted. We then emailed an invoice with our findings the same day. (see attached invoice)
  No repairs were performed so no signature was required, hence the “Squiggly line” Not a forgery of anyone's signature.
  We are very sorry this has happened. We are a company of very good standing in the area. We at Clarksville Heating & Air pride ourselves on integrity and customer satisfaction. If the damage was caused by our poor workmanship or negligence we would without hesitation take care of it. However in this instance of an unpredictable problem that occurred 10 days after our service repair was provided and the fact that the condensate safeties were not installed up to industry standards we strongly feel that in this case we are not responsible for the damage.

  sincerely,

  Mike R******

  Owner/President - Clarksville Heating & Air

  
  

  Customer response

  08/15/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  In the response you stated:

  “We also found the pre-existing condensate trap was outside of the emergency drain pan under the unit  and did not have a safety switch to shut the  system off in the event of water backing up into the emergency drain pan.  In addition, there should be a drain line from the emergency drain pan so it wouldn’t overflow and cause water damage below. We also found the pre-existing emergency pan float switch was installed in a way that it did not operate correctly to shut the system down.”

  However, when you came the first time my unit was inspected, I paid over $900 and none of this was noted and I was told my system was “good to go”. Then on 7/3, I had a leak through my ceiling. 
  

  You are the professionals. Inspections are done to prevent this type of incident. Since none of the items in your response were noted at the first visit, they were missed. 

  We have already had our ceiling repaired but are still seeking some sort of compensation. 
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  07/06/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I signed a preventive service agreement with Clarksville Heating and Air on 10/31/2022 for my (2) Heat Pump systems. In April 2023 I was called by Clarksville Heating and Air to schedule a spring preventive maintenance service on both. The technician, Andrew K****, came on April 12th, and checked both my inside and outside units, and charged me $1,007.85 for the service. The technician asked to see my unit in the attic, and I asked him if he would be able to go up my inside attic ladder (he was a very larger fellow). He stated it shouldn't be a problem. When he was done, he came back downstairs and presented me with his bill, which I promptly paid. He then told me that "he thought he had broken my attic ladder". We both went back upstairs to check, and he had in fact broken the stairs on the ladder, which made it unusable. I asked him if his company was going to be responsible for the repairs, and he told me to call the office tomorrow and ask to speak to the manager. I did so for the next couple of days, being told each time the manager would call me back. He never did.

  

  Business response

  07/13/2023

  Hello,

  We truly appreciate Mr. *******'s business and are sorry that voicemail messages left for him by our Technician Supervisor the couple days following the even were not received. 

  I have personally reached out to him by phone and left a VM today (7/13/23) in hopes to speak directly.

  Mr. *******'s Desired settlement of 1/2 the cost of the cost to replace the aging stairs seems to be fair.

  We will put a check in the mail to the customer 7/14/2023.

  If there is any further questions or concerns, please reach out to me directly.

  Mike R******

  Owner/President - Clarksville Heating & Air, LLC

   

   

  Customer response

  07/13/2023

  
  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.

  I have also attached pictures of the attic stair, and I forgot to send these in my initial complaint. 
  
  Sincerely,
  
  ****** *******

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