Complaintsfor5-Star Air

• Initial Complaint

  06/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In Nov 2021 I purchased a Goodman air conditioner from 5-Star Air. It was installed and the first time that I turned it on in May 2022, it did not work. No cold air was blowing and that was the first time it was turned on because it was winter. I put in a service call then on May 19, 2022, 5- Star Air came to repair the unit. It was defective, and the condenser does not work. This is a BRAND NEW AC THAT NEVER COOLED FROM THE DAY IT WAS TURNED ON. 5-Star replaced a piston, the freeon was low, and nothing worked. Repairman announced it was doa and defective. I contacted many people at Goodman, Johnstone Supply and 5-Star. I keep getting the run-around that Johnstone will replace the parts, but the service should be the responsibility of the contactor, 5-Star. 5-Star said it is not his responsibility and I would have to pay the service charges for approx 3 hours of work and the freeon costs. I paid $3,875 in full for the unit that NEVER WORKED one time! i have an email trail of messages from everyone that I contacted since May 19 and almost 2 wks later I still have a defective brand new unit sitting here and I do not have air! Someone needs to replace this and install new parts or unit free of charge to me. Goodman manufactured a defective unit, the defective unit was sold to Johnstone; and Johnstone sold the defective unit to 5-Star, who sold it to me. I need the AC fixed free or charge of parts and labor to me. IT IS BRAND NEW! It has not worked since it was turned on! I have a 13-year old dog and 2 senior citizens in my house and it is 87 degrees in here right now. Help! Thanks.

  Business response

  06/07/2022

  
      We received your email and wanted to acknowledge it and respond accordingly.  We installed a AC unit for this customer along with a furnace in November of 2021. She Called us in may of 2022 per our records which is 6 months later.  At the time of purchase, we advised the customer that they have to register the equipment with the manuf. to get the most out of the warranty within 30 days of installation. This customer did NOT register it within that time period.  While it is not crucial to do so, she missed out on enhanced warranty considerations from the manuf.  From the beginning when we were advised of the issue, we were very responsive BUT unfortunately the customer wanted to complain to the distributor(Johnstone Supply) and the manuf. Goodman/daiken in regard to the fact that she did not want the unit repaired but wanted them to provide her with a whole new unit and she wanted them to pay for the labor to remove the old unit, take it back to the distributor and install a new unit free of any costs.  After being in the loop with her and her forwarding the emails to us, it seems like they are not entertaining any of her demands since she was late on registering the equipment by a few months later than what it should be.  They will however give her a new compressor under warranty.  I tried to explain this to her but she was adamant about wanting a whole new unit and seeing we are a small company we cannot just give her a new 2000.00 plus unit for free as we did not make the unit from the beginning nor could we have done a run test when installed since it was around 20 degrees out.  We did turn it on and then off to make sure it worked but that was it.  So it was working when we installed it and we can say that 100%.  Also, our parts warranty on equipment installed and expressed to the customer at the time of purchase was a 90 day labor warranty and 5 year parts warranty.  What we can offer the customer now is: 
  1.) pull out all refrigerant
  2.) disassemble unit
  3.) we can remove the existing compressor and take it back for warranty
  4.) install a new compressor
  5.) add new refrigerant
  6.) test for proper operation.
  
  
  This was not included in the install pricing because this is not part of the install but is a repair, so the customer would be responsible for labor costs.  We also advised her since she has a home warranty she should contact them (and have us come out under her warranty )to minimize her out of pocket expenses.  Instead of this, she did have someone else come out and touch the system and we are unsure what they did to it and cannot be responsible for anything another company did after we looked at it as well.
  
  
  Her cost for the repair will be offered to her through us at a reduced rate for her if she choses to do the repair instead of trying to fight the manuf and distributor to give her a new unit.  Her cost would be a reduced labor rate of 120.00 per hour for 4 hours and 5lbs of refrigerant at 60/lb for a total of 780.00.  But we would need her to agree to this in writing as this is a one off issue and we would never discount repair work this cheap for anyone else.  Please let us know if you have any questions further and how you would like us to proceed.
  
  
  Thanks
  5 star air

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