ComplaintsforMid-State Heating and Air, LLC

• Initial Complaint

  03/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In December 2018, I purchased two Daikin Heat pumps from MidState. The cost of these installed units was $11,857. One unit has been nothing but trouble. It would not maintain the temperature set on the thermostat. Midstate came out several times and was never able to get the system to maintain a set temperature. Then in August 2021, the system stopped working because the R-410a had leaked out. Midlands replaced the coolant at a cost of $280. By early next year, the coolant had leaked out again. This time Midlands claimed the king valve in the outdoor compressor was bad. I had to pay $1440 to have this part replaced. One technician showed up and did the job in about 3 hours. This resulted in my being charged over $400 per hour. However, this did not even fix the problem. In about 8 months, the system again had no coolant. So Midlands came out and spent a couple of days trying to find the leak. The technician admitted that he had hooked the up the gauges wrong and the test was invalid. So Midstate looked at the indoor unit and saw a corroded pipe in the coil. They then sent me a bill for $500 for leak detection and an estimate of $3000 to replace the indoor coil (the part is under warranty so the $3000 was just for labor and supplies) I complained about this and they reduced the bill to $300 (which I paid) and the estimate to $1700. Midstate then came to do regular maintenance on the other system, which was still running. After they left, the unit did not work. I called Midstate, and they would barely talk to me. So I called another company which came out and found that Midstate had disconnected the outdoor unit and left it that way. I had to pay the other company $150 to reconnect my system. So here I am with a system that I have spent over $8000 on, and it still does not work. I will have to spend another $1700, and Midstate offers no guarantee that it will be fixed after this repair.

  

  Business response

  03/21/2023

  Mr. *****. I am deeply sorry you are upset. Mid-State has tried everything possible to render the issues with you. This was a Daikin issue and we were warranting the parts for Daikin. Labor was not included. We also encouraged you to contact them on the issue. I'm sorry for the confusion for the disconnect being left out. You told us that you would call us when you returned from the mountains to address this problem. We never stop trying to please our customers.

  

  Business response

  03/31/2023

  I have responded to him in the past of this matter. He did not except the price we offered him to repair the system. So I am being bothered with this because he does not want to pay. I owe him nothing but I did offer.   We honored our warranty of 1st year and even went beyond other service calls and did not charge him. He has to pay for the labor. It is out of warranty on my behalf. Daikin has reached out to me and was also trying to talk to him. They offered to pay the labor for him and get the work done. I have not heard anything lately. If he does not like out price then he needs to find someone else to do the work. I feel this is not a legit claim and I wish it to be removed. Thanks

  Owner Rick L******

  Customer response

  03/31/2023

  
  Complaint: ********
  
  I am rejecting this response because: this is indeed a legitimate claim, but one that I feel the court system may need to handle.  My initial complaint lists details that the owner is ignoring, primarily that I paid over $1400 for repairs that did not fix the problem. The owner also claims that Daikin tried to talk to me and offered to pay the labor.  I have heard nothing like that from them.  I gave them my cell phone, and have always carried it with me for the past several days.  I never heard from Daikin. If Daikin will indeed pay the labor chares, then we can put this issue behind us. I did call Daikin yesterday and today, and they told me that I had to talk with the owner and pay them to fix the problem.  I cannot afford $400 per hour, which is four times the normal service rate charged in the Columbia area. In addition, Midstate's own service techs have admitted to me that they didn't do things right when they were checking for leaks.  Another company who Installs Daikin products will not service the unit because they told me it never should have been installed in a residence.  It is a commercial unit that needs to be installed in a drop-ceiling with adequate ventilation above it.  I have no confidence that Midstate has the expertise to fix this problem.  Regarding the previous failed attempt by Midstate to fix the unit, I was told by Midstate that two technicians would spend an entire day working on the unit which is why I agreed to the labor charge of $1440.  What actually happened was one technician spent 3 hours on the labor and yet I was still charged the $1440 which constitutes over $400 an hour (even factoring out the cost of the refrigerant).  That is an exorbitant and unfair labor charge not based on what actually occurred. But the main problem with this repair is that it did not fix the problem.  Please be aware that this complaint was never about my thinking that labor would be free.  It's about a company that installed a unit that they had never installed before (which they have admitted), should never have installed, and do not have the ability to repair.
  It's about an Air conditioning and heating unit that never worked right. I have now spent over $8000 on this non-functioning unit.
  Sincerely,
  
  ****** *****

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