ComplaintsforDaffan Cooling & Heating

• Initial Complaint

  01/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 08/13/2021 we called ****** out to fix our 2 year old air conditioner. It was running continually but not cooling. Tech **** came out and reported that it was pulling in outside air, evap leaking, was low on Freon. He also washed the outside unit. He sold us a maintenance agreement for $168. We believed the unit was fixed. On 12/01/22 we called about having our system checked per maintenance agreement. Tech Zac came out and did the service, he found the unit to be low on Freon again and found a leak in the coil in inside unit. Coil would need to be replaced but part was not under warranty now. We asked why tech **** did not fix the coil last year? We believed he fixed it. A Daffan rep came out to give us an estimate on reparing the coil. We again asked why tech **** did not fix the problem or even tell us it had a leak that needed to be fixed. He is costing us money because they said part was out of warranty now. The rep quoted us a price of $3000-$4000 to repair the unit. The part is about $600. We asked him if the company was willing to work with us because it should have been repaired August of 2021. He said he would go back and ask the higher *** if something could be worked out. We never heard from him or Daffan again. We called our builder who refered us to the company that put the unit in. When we called, their office manager said the part should still be under warranty. She called Trane and found that the inside unit warranty had not been transferred and she got it reinstated. Their tech came out, did a diagnostic and found the leak in the coil, a cap that had been left off and cobwebs that had not been cleaned by the Daffan tech. He showed us pictures of what he found. He fixed the coil and added more Freon and charged us $705. We would like our $168 for the maintence agreement refunded as we do not want Daffan to come again. Over charging for service and tech not fixing problem.

  Business response

  01/27/2023

  *************,

  
  When looking into your account I did find your invoice for **** visit, #*****, just as you mentioned he did state there was a leak in the coil which is reflected on the invoice.Thus, the reason he added freon. Did he offer to have that coil repaired or replaced having identified the leak?   As you stated the unit was fixed by adding freon, but the permanent fix would have been to replace the part or repair it. Adding freon is more of a band-aid but sometimes preferred by customers due to the cost of repair or replacement. Warranties,as a general rule, are non-transferable from the original owner on the installation paperwork. BUT, that does not excuse your request for assistance not being addressed when you asked ****. We are happy the original installation company was able to get the warranty transferred to you by *****. That is unusual.Not having been the original installer we would not have access to warranty transfer. We would simply be advised the unit was not under warranty. Im sorry you were not happy with our services. We are more than happy to refund the money paid for the maintenance agreement. The amount is actually $186.00. That check will go out today. Thank you for letting us know about your experience.

  
  Regards,
  ***** Daffan
  Owner

  Customer response

  01/28/2023

  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.
  
  Regards,
  
  *********************

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