Top Heating & Cooling

Review: I had purchased a heat pump from Top Heating a few years ago. I went to turn it on approx. 2.5 weeks ago and it did nothing. I called for service because I have a parts and labor warranty with the company on the unit. The receptionist stated they were booked for the next week and she would put me on a call list in case someone cancelled. I waited a week and no one called so I called back since the weather has taken a very cold turn. I got the run around for several days that I had called and when I finally said that I was going to send out complaints and let everyone I now how they were treating me I got a call back from the owner within the hour and he came out the next morning. He had to order a blower motor since no one had one locally and stated that it would take 3 days to ship and should be in by next Wed. or by Fri. at the latest (Nov 8th). I had not heard anything from them as of the 8th in the afternoon so I called and spoke with the receptionist again. She said she would call me back after finding out if it came in. She called back and stated that it had not. I asked for [redacted] to call me ASAP and to track the item and find out were it was at. I did not receive a call back and now it is Monday the 11th and going into the third week since I have initially contacted them. I called again this morning with more run around and still no call back from [redacted].Desired Settlement: I would like them to get the part and install it asap as I have talked to two other dealers in the area and they stated that I would have to pay a fee to have my warranty transferred to their company. It is now getting below freezing at night and I am afraid my pipes may freeze. I also have a tenant living in the house since I recently got married and she has not been able to stay there for the past week and a half because it is so cold in the house.

Business

Response:

When the customer called for emergency service, we told her that we are short staffed and over booked for repairs and that it would be at least two weeks before we could get a repairman to her house. We stressed that we did not want her to go without heat for that long, reminded her that her system was under full warranty, and advised her to contact another authorized Goodman dealer. She refused and said that she was willing to wait for us.

When our man did go out to check her heat pump (in less than two weeks), we discovered a short in the wiring and problems with two parts. The customer had installed a thermostat that is not compatible with heat pumps, it was wired wrong, and this caused a short to the transformer. We were able to replace the 24-volt transformer that day, but the blower motor was not stocked by either of the local Goodman parts distributors and had to be ordered from the manufacturer in Texas. The customer was advised that the part would be in by Wednesday, November 6, at the very earliest but could take up to a week. The motor arrived on Monday, November 11, at approximately 5:15 pm (within 6 working days after the part was ordered), and we repaired her system the following morning. The customer was advised that the replacement thermostat needed to be changed back to the original before the system would be fully functional. The system was working when our serviceman left the premises, and there was no cost to the customer because the parts and repair are under warranty.

On her last call, she claimed that 3 other heating companies had told her that she would have to pay hundreds of dollars to transfer her warranty to them. There is no charge for this by Goodman. The Goodman website lists two dealers in her own town who could have assisted her with this problem and honored her factory warranty. The dealers that she contacted are not listed on the Goodman website, and we have no information regarding their service policies. It wasn’t until the day the part arrived that she brought this issue to our attention.

Thank you,

[redacted]. [redacted]

Consumer

Response:

I have read the response. There are several things in his response that are incorrect. I was told one week not two and that they were booked not short handed and when asked they never gave me the names of any other repair companies in my area that could do the warranty work. Everytime I called I got the run around from the receptionist and no one would call me back. The monday that he states he got the part I had called to goodman company in Texas and put in a complaint with them so I'm not sure if that is the reason for the call several hours later that the part had finally arrived that evening. I am still waiting for the final repair to be done because after changing out the thermostat which was not hooked up incorrectly and putting back the old one he tested the outside unit and found it also faulty. He stated that he will be back out this week to do the leak test and to refill with Freon. As of today my unit is still not fully fixed and functioning properly. The unit will only heat the house up to 66 degrees and stops it will not get the temperature any higher. So I will wait again at their mercy to see if they will be out this week to finish this now month long problem that I have had.

Regards,