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Complaint Details
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Initial Complaint
12/11/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
2 years ago we had a brand new unit put in. The heat was not working well and they came out to diagnosis the problem. I was under a parts warranty and they told me the THX valve in the unit was bad, therefore, they sold me a unit with a faulty part which they admitted to. They also said I needed 6.5 pounds of refrigerant and a new filter. My unit does not even hold that much refrigerant. It holds 4lbs 11oz. Also, I did not need but one pound because it can cycle through. On top of that, it wasn’t the TXV valve that was bad. I had someone else come and give a second opinion because I knew North Ga Heating and Air were not being honest and obviously selling faulty equipment they do not back up. Thwy charged me 30 dollars to come out to assess the problem, tried to charge me for parts and labor that were not necessary. The man was also rude and stated I did not have a warranty on my nest thermostat and I stated that’s not what I called about however, you never gave me the thermostat I paid for with the unit and I would like to have it. He never said a word about it and did not offer to give it to me or advise where it was. This was something that was paid for in the initial installment of the unit and I would like to have it. The ethics of this company are terrible and they are preying on people. I’m thankful I knew how to read the sticker on the side of my unit and knew how to Google before I trusted them. I was able to get the problem fixed with another company who was honest and charged me $508 instead of $2200 which included prices for things I did not need nor could even use. I wish we would have never used them. I can’t imagine what they have charged other people for and got away with it. I would also like to know exactly why we needed a new unit and what we paid for it when it was installed because I am sure we were extremely ripped off for that was well.
Business response
01/03/2024
In regards to our company selling faulty equipment, this system was installed over 2 years ago and worked fine for 2 years. We are the installer and approved service provider for the manufacturer. However, especially post COVID, manufacturing isn't what it used to be. This system was diagnosed by one of our senior techs as having a stuck valve, he recommended the valve be replaced and new refrigerant installed. There are other ways of attempting to get the valve unstuck but in our experience they don't work, or are only temporary.
Regarding the refrigerant charge, it does appear that the tech mistakenly typed 6.5lbs instead of the correct system charge of 4.xx on the quote. Sometimes our techs take pictures of the data plates and make the quotes in their service vehicles. It seems he referenced the wrong picture when typing the quote out. However, when we do the actual repair, this amount would have been changed to the 4.xxlbs, we only charge for refrigerant based on the actual amount used at the time of service. When we perform refrigerant repairs we always reference the data tag on the unit. However, we do understand this is an issue and understand the customer's frustration regarding the quote for the refrigerant. Our fault 100%
If the customer found a long term repair solution that better fits their budget we completely understand, and if the unit breaks down again they are still more than welcome to call us for a second opinion on the work performed.
We understand our pricing and way of doing things is different than some other competitors in the market, we strive to maintain and good reputation and maintain a consistently high level of customer service. I would recommend the customer should get in touch with ************ and voice the concerns to them about the equipment failing per-maturely, we are on the customer's side here. We also agree that failures shouldn't be happening this soon after install. However, we see it more and more every day. From all HVAC manufactures, not just *****.
We would be more than happy to refund the customer's diagnostic service charge of $29.00 as well as contribute $200 towards the repair bill from the other company.
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Customer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.