Pro Air Conditioning & Heating

The following is an account of the job Pro Air performed for [redacted] On October we installed a [redacted] package air conditioning and heating unit that was SUPPLIED BY [redacted] This unit arrived pre assembledWe were only responsible for installation around the unit and we supplied labor only, with a one year labor warranty On September 15th [redacted] emailed us about a leak that the homeowner concluded was caused by improper installation of the unit Our technician found the source of the leak problem of which was a manufacturer issue not an installation issue At diagnostic the tech concluded that the plastic drain pan built into the inside of the unit became warped after years which then caused a leakOur tech leveled the drain pan which stopped the leak for nowThe customer call and said a permit was never pulled so we went down to the city an got a permit and called [redacted] for a duct test When he went to conduct the test he told the homeowner he had been out here before to do a duct test so he did not perform a test at that time He then supplied me with the permit numberThere had been a misunderstanding from the duct tester on his part due to a few jobs on that same street, apparently permit was never pulled on October 2015, The permit has now been pulled for the correct address and now we are waiting on authorization from the homeowner to finalize the permit at no cost to themWe will cover the cost for the permit, cat walk and duct testWe will be supplying the city inspector with papers from [redacted] stating it is the correct curb for this particular unitThe customer called back our office and requested that we repair the water damage on the ceiling caused by the AC unit We replied that the damage to the ceiling was not caused by the installation of the unit but due to a manufacturer defected unit supplied by their insurance Example : If the unit had been improperly installed a leak would ocuured the same day the unit was installedThe leak did not occur until years after the installation We have explained to the homeowners numerous times that the pre assembled unit that we installed became defective years after the installation date Sincerely, [redacted]

I am rejecting this response because: Pro Air's response contains misleading/informationAccording to [redacted] it is the installers responsibility to level the drain pan and to drain out toward the condensate pan (I can fax the documentation from [redacted] ) [redacted] also writes that the drain pan can crack if not lifted properly during installation In my initial complaint I wrote that [redacted] has had NO problems with the drain pan or any other issue with the unit in question - Mr [redacted] was told the same thing Pro Air is claiming two different excuses for the leak from the AC unit : 1) A manufacturer defect and 2) a warped drain pan after years - both excuses are completely without basis/proof Pro Air has since leveled the drain pan which stopped the leak Along with not leveling the drain pan at installation, there were additional "issues with the installation including the wrong guage wiring used and no safety platform/ladder installed (this is a requirement we were recently informed of by a City Inspector) The overall installation of the AC unit was done carelessly at best and has resulted in water leakage and damage to the ceiling, walls and carpet.With regard to the permit - Pro Air charged us $yet DID NOT PULL THE PERMIT (fraud?) There was no mix up on the part of the duct tester as written in Pro Air's response - the duct tester must be provided a permit number by the installer (ProAir) Pro Air gave the Duct Tester a number not from the City Inspection department (fabricated?) - The City Inspector's office maintains that no permit was pulled for the AC installation in In the response Mr [redacted] also states that he has now pulled the permit at "no cost" to us, this is untrue and frankly insulting - WE PAID $FOR THE PERMIT years ago!Pro Air is now attempting have the unit pass inspection by pulling a permit and installing the safety platform and ladder years post installation This issue of water damage from the leak from the unleveled drain pan is yet unresolved We are asking Pro Air to cover the repair costs of the water damaged walls, ceiling and carpet in the master bedroom( I can provide pictures of the damage as well).Thank you for your attention to this complaint[redacted]

The following is an account of the job Pro Air performed for [redacted] On October 2015 we installed a [redacted] package air conditioning and heating unit that was SUPPLIED BY [redacted] This unit arrived pre assembled. We were only responsible for...

installation around the unit and we supplied labor only, with a one year labor warranty.    On September 15th 2017 [redacted] emailed us about a leak that the homeowner concluded was caused by improper installation of the unit.   Our technician  found the source of the leak problem of which was a manufacturer issue not an installation issue.  At diagnostic the tech concluded that the plastic drain pan built into the inside of  the unit became warped after 2 years which then caused a leak. Our tech leveled the drain pan which stopped the leak for now. The customer call and said a permit was never pulled so we went down to the city an got a permit  and called [redacted] for a duct test.  When he went to conduct the test he told the homeowner he had been out here before to do a duct test so he did not perform a test at that time.  He then supplied me with the permit number. There had been a misunderstanding from the duct tester  on his part due to a few jobs on that same street, apparently permit was never pulled on October 2015, The permit has now been pulled for the correct address and now we are waiting on authorization from the homeowner to  finalize the permit at no cost to them. We will cover the cost for the permit, cat walk and duct test. We will be supplying the city inspector with papers from [redacted] stating it is the correct curb for this particular unit. The customer called back our office and requested that we repair the water damage on the ceiling caused by the AC unit  . We replied that the damage to the ceiling  was not caused by the installation of the unit but due to a manufacturer defected unit supplied by their insurance.  Example : If the unit had been improperly installed a leak would  ocuured the same day the unit was installed. The leak did not occur until 2 years after the installation.   We have explained to the homeowners numerous times that the pre assembled unit that we installed became defective 2 years after the installation date.          Sincerely,   [redacted]

I am rejecting this response because: Pro Air's response contains misleading/false information. According to [redacted] it is the installers responsibility to level the drain pan and to drain out toward the condensate pan (I can fax the documentation from [redacted]). [redacted] also writes that the drain pan can crack if not lifted properly during installation.  In my initial complaint I wrote that [redacted] has had NO problems with the drain pan or any other issue with the unit in question - Mr. [redacted] was told the same thing.  Pro Air is claiming two different excuses for the leak from the AC unit  : 1) A manufacturer defect and 2) a warped drain pan after 2 years - both excuses are completely without basis/proof.  Pro Air has since leveled the drain pan which stopped the leak.  Along with not leveling the drain pan at installation, there were additional "issues with the installation including the wrong guage wiring used and no safety platform/ladder installed (this is a requirement we were recently informed of by a City Inspector).  The overall installation of the AC unit was done carelessly at best and has resulted in water leakage and damage to the ceiling, walls and carpet.With regard to the permit - Pro Air charged us $650 yet DID NOT PULL THE PERMIT (fraud?).  There was no mix up on the part of the duct tester as written in Pro Air's response - the duct tester must be provided a permit number by the installer (ProAir).  Pro Air gave the Duct Tester a number not from the City Inspection department (fabricated?) - The City Inspector's office maintains that no permit was pulled for the AC installation in 2015.  In the response Mr [redacted] also states that he has now pulled the permit at "no cost" to us, this is untrue and frankly insulting  - WE PAID $650 FOR THE PERMIT 2 years ago!Pro Air is now attempting have the unit pass inspection by pulling a permit and installing the safety platform and ladder 2 years post installation.  This issue of water damage from the leak from the unleveled drain pan is yet unresolved.  We are asking Pro Air to cover the repair costs of the water damaged walls, ceiling and carpet in the master bedroom. ( I can provide pictures of the damage as well).Thank you for your attention to this complaint.[redacted]