Titan HVAC Inc.

On Friday, August 28, 2015, [redacted] contacted our officerequesting a service call for her home. Our dispatcher asked her if she wanted an appointment for Friday orMonday.  [redacted] elected for an 8 amappointment on Monday, August 31, 2015. During their discussion, she stated her problem...

was “poor cooling” anddid not mention a water leak.  As [redacted] stated in her letter, she had contacted multiple HVACcompanies to set up a service call.  Shedid have another company look at her system on Friday, August 28, 2015.  They recommended that her system remain offat that time due to a leaking coil. However, we were not aware of this information until our servicetechnician had already left the premises. Our technician arrived at her home on Monday and met with herboyfriend.  He again did not mention awater leak.  Since the air conditioninghad not been running, there was no water at the furnace.  Steve checked the filter and it wasclean.  Steve found the condenser coildirty and hosed it out.  He cycled the airconditioning system and found it was low on R22 refrigerant.  He added 2 pounds of Freon, cycled the unit, checkedthe pressures and unit operation. In response to the photos regarding the rust on the furnace,it could have been from a pre-existing condition that had been repaired at aprior date.  The unit being dirty and lowon refrigerant are also potential causes for water at the furnace.  Steve responded to the complaint of “poorcooling” and not a water leaking issue.  Neitherhe nor our dispatcher were given that information.  If they had been, it would have beenaddressed.  Steve has 30 years experiencein the HVAC field and takes pride in his customer service and workmanship.   [redacted] contacted our office inquiring about the work performedat her home that morning.  We had Stevecall her to discuss his findings and repairs made to avoid any miscommunication.  She was not satisfied with his answers andagain reached out to our office to discuss the situation.  The owner of Titan followed up with [redacted] afterspeaking to our dispatcher and service technician.  He explained to her that Steve’s approach toaddress the issue was based upon the original compliant of poor cooling and nota water leak.   As per [redacted]’s request, we have adjusted the invoice to reflecta refund of the $70.00 diagnostic fee. This is our minimum charge covering travel time and 15 minutes onsite.  Our service fees were explainedwhen the appointment was made.   We are a family owned and operated business with trainedinstallation teams and service technicians, knowledgeable comfort consultants,as well as, a full office staff.  TitanHVAC Inc. strives to exceed our customer’s expectations.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]

On Friday, August 28, 2015, [redacted] contacted our officerequesting a service call for her home. Our dispatcher asked her if she wanted an appointment for Friday orMonday.  [redacted] elected for an 8 amappointment on Monday, August 31, 2015. During their discussion, she...

stated her problem was “poor cooling” anddid not mention a water leak.  As [redacted] stated in her letter, she had contacted multiple HVACcompanies to set up a service call.  Shedid have another company look at her system on Friday, August 28, 2015.  They recommended that her system remain offat that time due to a leaking coil. However, we were not aware of this information until our servicetechnician had already left the premises. Our technician arrived at her home on Monday and met with herboyfriend.  He again did not mention awater leak.  Since the air conditioninghad not been running, there was no water at the furnace.  Steve checked the filter and it wasclean.  Steve found the condenser coildirty and hosed it out.  He cycled the airconditioning system and found it was low on R22 refrigerant.  He added 2 pounds of Freon, cycled the unit, checkedthe pressures and unit operation. In response to the photos regarding the rust on the furnace,it could have been from a pre-existing condition that had been repaired at aprior date.  The unit being dirty and lowon refrigerant are also potential causes for water at the furnace.  Steve responded to the complaint of “poorcooling” and not a water leaking issue.  Neitherhe nor our dispatcher were given that information.  If they had been, it would have beenaddressed.  Steve has 30 years experiencein the HVAC field and takes pride in his customer service and workmanship.   [redacted] contacted our office inquiring about the work performedat her home that morning.  We had Stevecall her to discuss his findings and repairs made to avoid any miscommunication.  She was not satisfied with his answers andagain reached out to our office to discuss the situation.  The owner of Titan followed up with [redacted] afterspeaking to our dispatcher and service technician.  He explained to her that Steve’s approach toaddress the issue was based upon the original compliant of poor cooling and nota water leak.   As per [redacted]’s request, we have adjusted the invoice to reflecta refund of the $70.00 diagnostic fee. This is our minimum charge covering travel time and 15 minutes onsite.  Our service fees were explainedwhen the appointment was made.   We are a family owned and operated business with trainedinstallation teams and service technicians, knowledgeable comfort consultants,as well as, a full office staff.  TitanHVAC Inc. strives to exceed our customer’s expectations.

Review: On Friday August 28, 2015 I contacted several companies to address an HVAC issue at my home. The issue I gave was a leak in the furnace unit and that the AC was not cooling.

A person did show up and diagnose the problem that Friday and indicated that a coil was cracked causing the leak and that there may be other issues but that he would need to get the parts and come back Tuesday to finish the job.

In the meantime, Monday comes and I forgot to cancel my appointment at 8am with Titan. A technician arrived and my boyfriend let him in to look at the unit. He performed some duties and left saying that the unit was "good to go". He did not address the leak even though I did mention it when I booked the appointment for every company I called on Friday and it was mentioned at the time he was in my home. At this time Monday morning the Titan repair man added coolant to the system and checked "pressure" and the removable filter.

This repairman did not make any note of a crack and again left stating that the unit was "good" as indicated on the work order (along with the cleaning process performed on the outside unit andthat coolant was added).

I called Titan after I found out that I forgot to cancel the appointment and inquired why they did not see the same problem that the other service person from a company in Springdale PA had seen. They had no answers and I was left to wait for a call from the owner of Titan.

My service issue with this company is that the main and most severe problem was not diagnosed with my HVAC system. If I would have continued to run the AC with the cracked coil it would eventually have rusted out my entire system. In my opinion Titan treated the simple problem to add coolant first and didn't diagnose the severe problem of the crack in the coil.

I have photos of the furnace that I offered to send the owner of Titan to view the furnace ()leaking/rust/corrosion that the other repairman found immediately). He did not respond to this information, but continued to back the job done by his employee and attest that I did not report a leak on any of my calls to his company. Although I do sustain that I DID report the issue of a leak, I am not a trained HVAC repair person. I am not qualified to diagnose what is wrong with an AC system. I DO however rely on the companies I call to provide a complete inspection of the equipment and stay until a proper diagnosis has been made.

My main concern with Titan is that without the first inspection of my HVAC system on Friday the 28th by a second independent company, unknowingly I would have continued to use my system and cause further irreparable damage that required a whole new furnace.

This was my only point of contention with the service/ repair man AND the owner of Titan HVAC. I did not ask for a refund at that time since they did complete some work on the exterior part of the system with cleaning and adding coolant. I ONLY asked for an explanation of how 2 different companies can arrive at different conclusions. One of which could have been more costly to me, the customer if I had to completely replace my furnace.

Finally my conversations with the owner of Titan did not go well. It included him telling me I never discussed a leak with 2 office personnel who answered the phone when I called to book originally nor was the leak told to his repairman at any time during the whole incident.

Once again, I affirm that I reported a leak and lack of cooling in my system at the time of my original phone call on the 28th and was mentioned by my boyfriend at the time the appointment occurred on the 31st. The leak had been a long-time problem I was concerned about and was visible if the unit ran for approximately 10 minutes.

My continued discussion with the owner of Titan escalated into a verbal round-about which ended with his company doing nothing wrong and myself being incompetent at reporting the problem I was having.

In my opinion, the service provided by Titan is inadequate at best and the quick-fix method is not what is desired by the consumer. As a consumer, I want to all aspects examined and not a quick-fix that will cost me in the end.

The company from Springdale PA provided an complete inspection and a complete diagnosis. Titan did not.

I would like a refund for the diagnosis fee charged of $70 since the issue with the HVAC system (cracked coil) was not diagnosed by Titan due to an inadequate inspection of the system.

I would also appreciate an apology from this company since it is not wrong for me as a consumer to question the work or lack of work done by any contractor. However, I know that this will not occur after speaking to the employee who serviced my HVAC system as well as the owner of Titan, who informed me that he would not want any referrals from me nor would he ever want me as a customer again and wished me to "have a good life".Desired Settlement: Refund of $70 for "dia" as listed on the printed receipt which was not correct.

Business

Response:

On Friday, August 28, 2015, [redacted] contacted our officerequesting a service call for her home. Our dispatcher asked her if she wanted an appointment for Friday orMonday. [redacted] elected for an 8 amappointment on Monday, August 31, 2015. During their discussion, she stated her problem was “poor cooling” anddid not mention a water leak. As [redacted] stated in her letter, she had contacted multiple HVACcompanies to set up a service call. Shedid have another company look at her system on Friday, August 28, 2015. They recommended that her system remain offat that time due to a leaking coil. However, we were not aware of this information until our servicetechnician had already left the premises. Our technician arrived at her home on Monday and met with herboyfriend. He again did not mention awater leak. Since the air conditioninghad not been running, there was no water at the furnace. Steve checked the filter and it wasclean. Steve found the condenser coildirty and hosed it out. He cycled the airconditioning system and found it was low on R22 refrigerant. He added 2 pounds of Freon, cycled the unit, checkedthe pressures and unit operation. In response to the photos regarding the rust on the furnace,it could have been from a pre-existing condition that had been repaired at aprior date. The unit being dirty and lowon refrigerant are also potential causes for water at the furnace. Steve responded to the complaint of “poorcooling” and not a water leaking issue. Neitherhe nor our dispatcher were given that information. If they had been, it would have beenaddressed. Steve has 30 years experiencein the HVAC field and takes pride in his customer service and workmanship. [redacted] contacted our office inquiring about the work performedat her home that morning. We had Stevecall her to discuss his findings and repairs made to avoid any miscommunication. She was not satisfied with his answers andagain reached out to our office to discuss the situation. The owner of Titan followed up with [redacted] afterspeaking to our dispatcher and service technician. He explained to her that Steve’s approach toaddress the issue was based upon the original compliant of poor cooling and nota water leak. As per [redacted]’s request, we have adjusted the invoice to reflecta refund of the $70.00 diagnostic fee. This is our minimum charge covering travel time and 15 minutes onsite. Our service fees were explainedwhen the appointment was made. We are a family owned and operated business with trainedinstallation teams and service technicians, knowledgeable comfort consultants,as well as, a full office staff. TitanHVAC Inc. strives to exceed our customer’s expectations.

Consumer

Response: