ComplaintsforLiberty Electric Heating & Cooling

• Initial Complaint

  03/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Liberty Electric installed a new furnace and heat pump along with a hot water heater on 7/29/19. Almost immediately the heat pump began making noise, but it was intermittent so we decided it would be difficult to call Liberty out and have them diagnose a problem that was intermittent. On 4/20/20, we called them out to clean the furnace. In the meantime, I had recorded the noise. When he came out, I was told the furnace didn't need cleaning since it was fairly new. I showed him the video and he said it sounded like a bearing, and guessed that the heat pump wasn't getting proper voltage. He said the next time it happened, call him and he would come out immediately. I called him around 5/31/20, told him it was making the noise, and he said he could come out in 3 days. Not at all helpful, so I said forget it, we would wait until the noise was more constant. Unit continued to make noise and finally got fairly constant leading up to 2/28/22, when I called and scheduled service for the next day. Tech came out and originally said he would do the cleaning that day, and look at the heat pump another time. I don't know why as the rep on the phone told me he would do the cleaning and diagnose the heat pump for the price of the cleaning. Finally agreed to look at the heat pump, diagnosed it as a compressor fan motor, and agreed to fix it, but I would have to pay an additional $125 service call. When I argued the heat pump had made the same noise since installation, and after talking to the co-owner, he agreed to "give me a break", and fix it for $320 IF ***** had the part. The co-owner also said there was no record of any complaints about noise from the heat pump, even though I had talked to him personally twice. I assume the price included $89 for cleaning, $125 for the service call, plus labor to replace the motor, as the part was under warranty. Where's the "break"? The tech called *****, and said they did not have the part, and didn't know when they would get it. It could be months before they got it. I said forget it, I would have someone else look at it. He seemed happy with this decision, and even encouraged me to check around as other companies might have the part in stock.

  Business response

  03/08/2022

  In Response to Consumer Complaint # ********.

  
  We began to work for *** ******** in 2017 on his old system and performed services on the outdoor heat pump only as a Cooling PM for the years of 2017 and 2018. In 2019 it was advised during another cooling PM that the system be replaced due to a large leak of old R-22 refrigerant. No charge was issued since the customer opted for system replacement instead.

  
  Upon installation on 7/29/2019 by the Owner and Co-Owner, no noises were detected from the new unit and if any noises were found the problem would have been fixed at that time. The estimate for this job and the final invoice #19-051 both state that the customer was to receive our included basic 10 Year Parts / 1 Year Labor warranty. We inform our customers that we do not push warranties on them but rather let them decide. They are given the option during the estimate to increase the labor warranty to 5 or 10 Years. These warranties do cost an additional amount. After the installation is complete the customer is informed again that they have 1 calendar year to increase their labor warranty if they so desire. A 10 Year Parts / 1 Year Labor Warranty certificate was given to *** ******** upon completion of work on 7/29/2019. This certificate states terms and conditions of the warranty and this warranty is also available on or website. The warranty certificate states that the warranty may be voided if ; Line ( C ) on the Warranty Certificate under THIS WARRANTY MAY BE VOID IF: If Seasonal Preventative Maintenance Agreements are not Kept. This appears on the original estimate as well as the Invoice as the Customer Agreement Line that was signed by *** ******** on 7/29/2019. *** ******** opted for the 10 Year Parts / 1 Year Labor Warranty and never called to inquire about extending his labor warranty within the first year or any year beyond to this date of 3/8/2022.  

  
  Following into the next year on 4/20/2020, the Owner of the company, who is also our Master Electrician, came out to diagnose an intermittent problem. The Owner found that improper voltage was being supplied to the house and therefore to the Heat Pump from the incoming Utility Company.  This was a likely cause of the motor making its noise. *** ******** was informed to have his local Utility Company come out and repair the problem that was on their side of the incoming service. He was told to call us back once a repair to his service was made so that we may check the unit again since the unit was not producing the sound at the time of the Heat Pump Service. The incoming call on 5/31/2020 by *** ******** for the returning noise was canceled by himself since he could not wait the 3 days until our schedule allowed one of our technicians to arrive to re-check the unit.  No mention of the repair to the incoming service was ever disclosed by *** ********.
  

  Present day, Our company was called on 2/28/22 by Mr. **** ******** due to a noise complaint from his heat pump unit. He was scheduled for the next day 3/1/22. The call was designated as a Heating PM with a noise complaint from the unit. Since 2 years had passed since the previous problems with no follow up complaints, the office staff believed the indoor unit was making noise and scheduled accordingly. Most indoor noise complaints can be resolved during a normal Heating PM. This type of call for our customers who have not used our services in over a year is 89.95 which is 10.95 above our discounted rate of 79.00 for our yearly returning customers for their PM. Furthermore, if no labor warranty is applicable then the charge becomes 125.00 additional for troubleshooting of problems. Upon arrival the technician was made aware the outdoor unit was making noise and that there was a miscommunication for service. The customer had agreed to the Heating PM as which is typically performed in the Fall/ Winter whereas the Cooling PM is performed in the Spring/ Summer. Before beginning the Heating PM, the technician went out to check the outdoor unit noise complaint first. The technician found the condenser fan motor was making noise. The technician was made aware prior to arriving to the call that the unit had no Labor warranty. The technician proceeded to call the Co- Owner for advice on the situation after *** ******** began to raise his voice and grow upset with the fact that there would be a charge for the labor on the part replacement. The Co-Owner agreed to waive the 125.00 Diagnostic Fee and the 35.00 Part Acquisition Fee as well as extend to *** ******** the discounted Heating PM Rate of 79.00 for the inconvenience. There would be a standard minimum rate of 250.00 for labor on replacing condenser fan motors. The total for the day would be 329.00. *** ******** was not happy but had agreed to the charge. The technician then proceeded to call ***** to find the motor, when at the time was told the part was not in stock. Our company uses OEM replacements only, never aftermarket replacement parts.  Due to the current world events we are not given exact dates for parts to be back in stock. With this information the technician told *** ******** the part was not able to be acquired for the repair that day and that due to the circumstances of his labor warranty being gone that he might want to try another ***** dealer who may stock this particular motor. *** ******** told him to forget doing the work and the technician packed up his belongings and left the job again waiving a minimum 35.00 Trip fee or even more a 125.00 diagnostic Fee. *********** had incurred $0.00 in charges from our company regarding this matter.
  
  *** ******** has stated in his complaint that the next company he called out on 3/3/2022 did clean the furnace and was unable to diagnose the heat pump noise. The other company based a diagnosis on a supplied video recording and told *** ******** that they could supply the part but did not want to install it since the unit was not making the noise on 3/3/2022. The other company told *** ******** that the part was in stock as of 3/3/2022 and had it in hand. We are not able to control as a company what information we are given by our suppliers and as 2 day had passed it is likely that a new shipment of motors could have been delivered.
  
  As a company it is our belief that we have done everything in our power to resolve this matter. We have upheld our end of the warranty and services. We have waived multiple standard fees for *** ******** throughout this process.
  
  Mike G.
  Co-Owner Liberty Electric Cooling and Heating

  Customer response

  03/09/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  Regards,
  
  **** ********
  

  Please see below and attached.

  Liberty Electric's response to my complaint simply confirms my perception of them as a lying deceitful company who has no interest in customer service or satisfaction. Below are some of the numerous lies included in the response:
  
      • They are given the option during the estimate to increase the labor warranty to 5 or 10 Years. These warranties do cost an additional amount. After the installation is complete the customer is informed again that they have 1 calendar year to increase their labor warranty if they so desire.
          * No warranty options were provided during the installation. In addition, no seasonal agreements were offered or mentioned during installation. After spending nearly $9000 on the furnace and water heater, it would only make sense to protect the investment with regular maintenance. After the installation, I became seriously ill and spent extended time in the hospital, along with many months of recuperation at home. Maintenance of the furnace quickly became the last thing on my mind. A gentle reminder, as most heating companies do when it is time for cleaning, would have been nice. In fact, when we had our other furnace installed in 1995, that company scheduled seasonal cleanings and followed up several times after the installation. We heard nothing from Liberty.
      • The Owner found that improper voltage was being supplied to the house and therefore to the Heat Pump from the incoming Utility Company.  This was a likely cause of the motor making its noise. *** ******** was informed to have his local Utility Company come out and repair the problem that was on their side of the incoming service.
          * The owner came out to clean the furnace at our request, he was notified of the noise. Mike told us it was probably a bearing, but since it wasn't making noise at the time, I could call back when it was making noise and he would immediately come back out. No voltage measurements were taken, and in fact, he barely looked at the unit. There was never any mention of contacting the utility company. In fact, he bragged about the fact that he was a master electrician and could fix the problem if it was a voltage issue. When I called back and was given a 3 day waiting period, there was no sense in keeping that appointment, since the unit would probably not be making noise.
      • The call was designated as a Heating PM with a noise complaint from the unit. Since 2 years had passed since the previous problems with no follow up complaints, the office staff believed the indoor unit was making noise and scheduled accordingly.
          ? No calls were placed in 2 years because it was obvious the company wasn't going to stand by their installation. If the unit has an intermittent problem, scheduling 3 days out doesn’t help at all. I wasn't going to keep scheduling service calls if the problem couldn’t be addressed. The office staff was told the noise was from the outside unit.
      • Furthermore, if no labor warranty is applicable then the charge becomes 125.00 additional for troubleshooting of problems.
          * I was told by Jennifer that the tech would look at the outside unit for the $89 fee. I specifically asked about this and was told the cleaning and diagnosis of the unit would be $89.
      • The technician then proceeded to call ***** to find the motor, when at the time was told the part was not in stock. Our company uses OEM replacements only, never aftermarket replacement parts.  Due to the current world events we are not given exact dates for parts to be back in stock. With this information the technician told *** ******** the part was not able to be acquired for the repair that day and that due to the circumstances of his labor warranty being gone that he might want to try another ***** dealer who may stock this particular motor. The other company told *** ******** that the part was in stock as of 3/3/2022 and had it in hand. We are not able to control as a company what information we are given by our suppliers and as 2 day had passed it is likely that a new shipment of motors could have been delivered. 
          ? The other company called ***** the same day and picked the part up the next day. The part was in stock the same day Liberty told me it was not.
      • *** ******** has stated in his complaint that the next company he called out on 3/3/2022 did clean the furnace and was unable to diagnose the heat pump noise. The other company based a diagnosis on a supplied video recording and told *** ******** that they could supply the part but did not want to install it since the unit was not making the noise on 3/3/2022.
          * I stated that the other company did not diagnose the problem, then they say that a diagnosis was based on a video recording. They need to get their story straight.
  
  Summary:
  I called Liberty back out hoping that they would be willing to stand behind their work and rectify what was obviously a defective unit when installed. As Liberty is unwilling to do anything beyond their standard business practices, I don’t see a resolution to this problem Apparently I gave them too much credit, and I have learned a valuable lesson during this process. I give my approval to close this complaint, as their response is much as I expected. but it is not to be considered resolved. The only thing I can do now is to make sure as many people as possible know of my experience.
  

  
  

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