ComplaintsforGary's Plumbing & Heating

• Initial Complaint

  08/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  11Jul2023 - I told the technicians that I would like to repair a fitting and refill my mini split with refrigerant. Without looking at the fitting, they indicated that they could return the following day to repair the fitting -- they were supposed to call to let me know.After several days of no contact, I called the business to request a follow-up. I was told they would call me back. Several more days later, I called again and got the same response with no follow-up. After several more days my wife called and requested an appointment and we were scheduled for 02Aug2023 at 8am.02Aug2023 - 2 technicians sent again at about 8:45am. They finally looked at the fitting and realized they would need to take the head unit back to their shop to repair. This was done and they returned some time later and re-installed the head unit (without using torque wrenches). They filled the system with Nitrogen, vacuumed it out, and refilled the system with refrigerant. The mini split worked correctly and was blowing cold air. Total cost so far: $110.9 in parts/gas, $594.50 in labor. They charged for 8 hours of labor. 1 hour for the repair (acceptable) and 2 people for 3.5 hours each for the rest -- ridiculous.03Aug2023 - unit no longer blowing cold air.14Aug2023 - They returned and found no refrigerant in the unit. They filled the unit with Nitrogen, but they couldn't find the leak, so they suggested I try and warranty the unit. Total cost this day: $117.35 26Aug2023 - using a $20 freon detector from Amazon I found the leak myself -- it was on the smaller line connection that the technicians had taken apart and re-connected when they serviced the head unit. This should be covered by their 30 day parts and labor guarantee.I asked multiple times if they would consider lowering the bill since they didn't not resolve the issue and in fact caused the current issue. I was told every time that they would call me back, but they never did.

  Business response

  09/12/2023

  We were contacted by the customer to come look at a mini-split that was not working properly.  The customer informed us that he had installed the unit himself and that while installing it, he had twisted the copper connection vapor line on the head unit.  We got on the roof and connected our refrigerant gauges to check the levels of refrigerant in the system, finding that the system had lost more than 90% of the refrigerant.  The customer was present the entire time of the service call and we informed him of the findings, as well as let him know we would have to return to repair the owner-installed system because if we continued that day it would run into overtime charges.  As with many businesses post pandemic, we were extremely busy and booked out several weeks.  Repair of this system was a time consuming job, partly due to the fact that it was an off-brand system and required two techs due to the position of the system.  The customer installed a system he was not qualified to install, and had twisted and cracked the suction line fitting on the copper due to over-tightening and not supporting the fitting.  The customer had removed the head unit inside on the day we returned.  At that time, he had completely separated the damaged line.  Repair required extra work to make an adapter to match the off-brand system.  After the repair and re-mounting the system we, as a trained and certified company, completed all steps to test and check the entire system before adding any refrigerant, charging the system with nitrogen to check for leaks at all exposed connections; we paid close attention to the fitting on the head unit.  Two techs were again required to support the unit, check for other leaks or faults and to also properly reinstall the unit.  Measures were taken to test, clean, and charge the system, per training and requirements of EPA standards.  We do not normally warranty work done on off-brand, owner-supplied merchandise for the simple fact that these appliances are very cheaply made.  I do not believe we are ever going to agree, but to settle the dispute, I am willing to discount the charges the customer listed by 30%, which is a large discount.  The balance due on the charges that the customer has listed would be $575.92.  I feel this is a more than fair solution to this problem.

  Customer response

  09/13/2023

  Better Business Bureau:
  
  It's upsetting that they will in no way acknowledge their subpar service while charging at a master level.  I maintain that they created the final problem and the fact that they refuse to warranty their work on a simple copper pipe connection speaks volumes.  I know they are busy enough to not miss my future business, but that's not an excuse to provide such poor service.  I don't agree that a 30% is *more* than fair, but I want this issue resolved as well.  They will have to send me a check as I've already paid the full balance; I am absolutely not interested in having credit with the company as I will not be doing business with them again.  I have reviewed the response made by the business, and find that this resolution is satisfactory to me.
  
  Regards,
  
  *********************

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