72 Degrees Heating & Air Conditioning

I hired 72 Degrees for an HVAC install. They were prompt, professional, and reasonably priced. I highly recommend them.

SELLING A DEFECTIVE PRODUCT PRODUCT AND FAILING TO ADDRESS PROBLEMS IN SPITE OF REPEATED CALLS.We purchased a heating and cooling system from 72 Degrees in June, 2014. Description:3.0T 14.5S HP [redacted] Serial # [redacted] Model: # [redacted]Shortly after the installation, we started having problems with uneven air distribution in parts of the house - the Master bedroom area is extremely hot while the rest of the house is cooler - a problem we never had with previous old system.We called 72 Degrees a couple of times to address the problem. A number of techs have come to the premises to trouble shoot. The only answer they came up with is that the problem does exist and that they have tried to make adjustments to the system. The problem is yet to be resolved.Another tech recommended use of dampers to divert the heat to other parts of the house.This has not worked. In addition, a second problem now arises - very noisy vents in parts of the house and the heat in parts of the house,especially the Master bedroom remains unbearable. We paid 365 dollars for the dampers. We drove to the company's main office in Apex in a bid to see the owner ([redacted]) who initially was the point man for selling us the product but to no avail. We have not heard from him since the day the transaction was finalized. Reps we talk to over phone and in person promised to channel our complaints but up till nothing has been done. According to the techs, the ducts are in good shape and I asked why not utilize a device that will monitor air distribution, they replied: We do not have it and its expensive. We believe the system is defective and the company is dodging the problem rather than addressing.Desired SettlementReplace the current system with a reliable oneBusiness Response /[redacted]/In June 2014, we replaced their heating and air system for another system of the same size. Several diagnosis reveal that there is no defection with any of the equipment and that it has nothing to do with their air distribution problem. We learned from the customer that she keeps her master bedroom door shut. This prevents the airflow from properly circulating causing her bedroom to become extremely warm. The air has no where to go if the door is closed therefore increasing the room temperature. The dampers that were installed were an attempt to mitigate this problem, but are not a "total fix" if the bedroom door is being kept shut.The contract to install the heating and air system did not include any work to be done on their air distribution system. We are in no way dodging this problem and have offered two solutions to the customer if she wants to continue to keep her door closed; a zoning system, and a transfer duct system which is significantly less expensive than the former. Upon learning of this situation, the owner contacted this customer personally to see what we could do to appease her situation. All of us here empathize with this customer and have been courteous and prompt throughout our relationship with her. It would be our pleasure to continue working with this customer and honor all further warranty work. Consumer Response /[redacted]Document Attached[redacted]Final Business Response /[redacted]/As a 2nd response we wish to formally state:The customer is false in stating that they are due a $365 refund. They state that because they have a "10 Year Parts and Labor Warranty" on the HVAC system we installed for them, that the dampers we installed on their existing duct system should have been done under the warranty and not have costed them $365. This is false because the warranty only and strictly covers the brand name HVAC equipment we installed, NOT the pre-existing duct system in their home. That is standard warranty coverage. Furthermore, we explained this to them before we installed the dampers upon which they agreed to pay it. Since then, they have tried to again say that their warranty should have covered the dampers and demand a refund, which no one here has agreed to. Furthermore, due to the customer's repeated complaints we decided to remove the dampers free of charge out of kindness. The labor to do so incurred us expenses which we did not charge for. The document that the customer has uploaded has no relevance to this situation as we have met every guarantee stated. Their air distribution problem is due to their own choice to keep their master bedroom closed. We were never contracted to do any work regarding their duct system to affect air distribution. To help them, we have since offered 2 solutions to re-mediate their problem, neither of which the customer has agreed to pay for.

I'm exhausted. I have been calling XXX-XXX-XXXX starting back in May to get them to stop charging my automatic debt account authorization.I'm exhausted. I have been calling XXX-XXX-XXXX starting back in May to get them to stop charging my automatic debt account authorization. They have promised to stop taking money from my bank account since May but continue to do so. I have called and called. They said that they have an accountant that only comes in on one day per-week. I provide this person my information but did not get a response about a refund or if the funds withdrawls have been stopped from my account.They continuosly have given me the run around for over 3 months. I called this morning and they still had the 24hrs phone answering service taking there calls two hours after they should have been open. Not sure if they are lazy or avoiding customers on purpose?Please help if possible.Desired SettlementI would like to be contacted by 72 Heating and Air conditioning. They should research before calling why my banking account is still having funds withdrawn after three months of asking that my account be closed.Business Response Hello my name is [redacted] with 72 Degrees Heating and Air Conditioning. We have spoken with this customer and issued him a refund as well as compensation him for the repeated attempts to get this resolved. Mr. [redacted] was under the impression that he had a bank draft set up with us for his maintenance agreement. After reviewing our banking system we could find no record of him as using that particular system for payments. We did ultimately find that Mr. [redacted] was signed up through our Credit Card terminal system and not thru a Bank Draft system which created all of the confusion from the beginning. We humbly apologize for this mix up and have resolved this issue with Mr. [redacted].

Complaint1-Significantly building up bill unnecessarily.2-Double-charging for services.3-Unprofessional & unresponsive Customer Service.4-Won't give receipt1) Unethical business practice supported by 72-Degrees Customer Service having no problem whatsoever with their policy allowing a Technician to present a $160 solution as the sole mechanism to fix a dirty drain pan & clogged drain pipe. I have a big problem with that and fortunately was able to think quick and state that it is PVC pipe, can't it just be cleaned? Technician agreed and knocked costs down to $75.10. Why wasn't this presented to me as an option upfront vs. me having to?2) 72-Degrees double-charging me for services when during that same 10-minutes that the drain pan and pipe were cleaned, the AC Coils were cleaned (albeit less than satisfactorily). The AC Coil cleaning is already paid for vis a vis the $180 annual maintenance contract so we got hit for that cost again as it was done in that same 10-minutes we received a surplus charge of $75.10 under. And, we/the customers had to finish cleaning the coils after the service call as too much debris remained.3) 72-Degrees charging an exhorbitant amount of $75.10 for 10-minutes of simple elbow grease; Not replacing any part. And-d-d, charging extra to clean a standard drain pan/pipe with the AC unit itself? Really? Why isn't this standard maintenance VS a way to build-up the bill as am confident this is not an uncommon part of regular maintenance for which trusting consumers by a regular maintenance contract to cover such things.I was never provided a contract that stipulated such exclusions and should have been if this is the practice.4) Lack of responsiveness from 72-Degrees Customer Service in that it took 10-days to get a call back since the initial service appointment. I had to pursue getting a response .... Only to hear per Customer Service state that they don't have the time/intent to discuss with every customer the concerns they have over pricing/solutions proffered and stating that "we can join every other customer in NC who doesn't have A/C".5) Absolutely unprofessional behavior on Customer Service's part, wherein when they finally responded to my calls on May 26th - I was unknowingly placed on a conference call with more than the original "announced" communicant, the second party failing to announce themselves until pressed to announce who the new voice was, they apparently taped the call they placed to me without announcing it until mid-way through the call when they tried to scare me from exercising my remaining option after no satisfaction with them which was reporting to Revdex.com, [redacted]'s [redacted] etc.. And the call concluding by 72-Degrees Customer Service yelling "this conversation is over" and slamming the phone down.6) Failure of 72-Degrees to provide a receipt for service to-date; a receipt had been requested the day of the appointment.7) Lastly, if the Tech is going to be late, I get it, it happens. But don't deceive your customer by telling them they are on their way/on time per text to you 15-mins ahead of appointment and leave you hanging for an hour after that text - it messed up the rest of planned morning cause now you can't make another appointment and weren't able to give that second appointment a courteous heads-up.Desired SettlementAt a minimum, we are seeking to recover that $75.10 which reflects double-charging for AC Coil cleaning that had already been paid for under the Maintenance Contract; am not interested in what portion of that additional 10-minutes it took to do as it was poorly executed and required re-work on our part (we have pix). Ideally, refund of at least half of this year's $180 maintenance fee paid as it wasn't performed in Winter and this Spring one has unnecessarily taken time/which has monetary value just as much as yours does just dealing with the resultant issues of the May 15th appointment.Business Response /[redacted]/We, 72 Degrees, have reviewed the information and have decided to admit fault in this matter.We regret that all of this occurred, apologize for the matter, and will issue our apologies to the complainant. We will also issue a refund for the stated resolution.It should also be stated that we are working diligently improve customer relations so that matters like this do not arrive in the first place. Consumer Response /[redacted]/I fully accept 72-Degrees apology and appreciate their honesty and response to the issues raised. Everyone makes mistakes. Their expressed intention to ensure something like this doesn't happen again is well received by me as a consumer, it's the very best solution/response I could have hoped for. Thank you.

The whole experience was very tolerable from when [redacted] came out to walk me through my options to talking with [redacted] about financing and payment options to when [redacted] Matt and [redacted] came out to do the install. The guys were professional and kept us informed on what was going on and why things were taking longer than anticipated. And most importantly we are cool now!

We interviewed with 3 companies and by far [redacted] and his team out weighed the others. Instead of just looking to do a quick change out of units. They made several changes to the original installation as a whole and explained how the changes would benefit us. I could write a really long review explaining all the benefits and the differences I found between these three heating and cooling companies. However, I will just said if you are looking for a heating and cooling company to do it right and be more than competitive just give 72 Degrees a call and ask for [redacted]. See for yourself the difference this company will make over the others and you will see what we did. We made the right decision and I know you will too. The installers were great to work with and worked a very long day to ensure we had the comfort back in our home before leaving. First class company all the way!!! Thanks so much to everyone!!!

I have never written a testimonial before, but I felt compelled to share my experience. As homeowners, keeping up with repairs can be a challenge. Not only can it be costly, but which company to choose can be daunting. I have dealt with many businesses over the years. Some have been ok and some have been awful (which is why I have learned not to jump at the 1st one that promises me things).
If your HVAC unit has ever quit working, then you know that these systems are not cheap. I troubleshooted the problem, thinking that I could fix it myself. However, this was too big (even for me who has taken on the role of handy-woman). After I realized that I could not 'fix' the problem, I called around to get a quote. One of my many calls I made was to 72 degrees heating and air. [redacted] was very professional and prompt when answering my call. When 72 degrees president, [redacted], called I told him about going with another company. He suggested that he would like to come out in person to check out the HVAC system. I was impressed, so I said sure. He came out and explained the many options available to me. I decided to go with 72 Degrees, and I have not regretted my decision. I talked to [redacted] and he helped me get approved for financing, which was ½ the battle. It was not an easy installation, to say the least. From the furnace arriving damaged during transit, a faulty compressor, a switch replacement, and a faulty coil, the technicians stuck with the job until they got the system installed and running properly. Meanwhile,during the 3 visits it took for the HVAC installation, (the 1st day was 10 hours long!), I was able to utilize 2 AC window units (courtesy of [redacted] the supervisor). [redacted], and [redacted] deserve my special thanks for their perseverance throughout this ordeal. They were knowledgeable and very patient with me and my many questions. My contact with 72 Degrees did not stop after the installation process, however. About a week later [redacted]'s wife ([redacted]) called me to ensure that the HVAC unit was functioning properly. Everyone's work ethics and dedication are top notch and I would recommend this company to anyone (which I have!).

Maintenance/Service agreement sold; however company failed to execute the terms of the agreementWe purchased a maintenance/service agreement contract when we purchased our home more than five years ago. Each month 72 degrees debits our bank account for $14.95, the services included are bi-annual check ups and routine maintenance on the HVAC system. Specific services are listed in the terms of the agreement that include cleaning and inspection of evaporator coils and monitor refrigerant pressure and many others. Scheduled service was performed on 3/4/15 by a technician. A maintenance/service invoice was prepared with discussion of what the technician inspected. The technician specifically states he checked the evaporator coils and the refrigerant levels. No recommendations were made to me indicating that there was a potential issue with my evaporator coils within the last 5 years. My AC failed to cool our home on 4/12/15. I contacted 72 Degrees to come to our home and diagnose and repair the problem. The technician on 4/14/2015 informs me that there was no refrigerant in my system, and that 9-10 pounds would be required to refill it, and more than likely the evaporator coil is cracked. After inspection of the evaporator coil, the technician showed my husband and I pictures of the damaged coil. According to the technician this is a problem that occurs over "5-7 years not in a month." To which I asked why we were not made aware that there was a potential problem occurring. The technician could not answer my questions, a decision could not be made on how to proceed. I contacted 72 Degrees immediately the following day. I confronted the manager and spoke with the owner of the business. The owner and the manager of the technicians state that a maintenance agreement does not constitute a guarantee that HVAC system will not eventually fail. While I agree with that sentiment, I specifically purchased this service to maintain a very costly item in my home in top shape. I expected that the HVAC professionals would alert me to potential problems, and would provide the maintenance and service that is in my agreement. Based on this experience it is evident that while 72 Degrees has shown up to my home twice per year, the technicians were not doing the maintenance or inspection of the unit they were contracted to do. If the technician had done a proper inspection on 3/4/2015 as he reported he completed, then I would have known that I had corrosion throughout the evaporator coils that "could" result in a leak. I also would have known what the refrigerant levels were reading. No measurement were provided to this customer: on the invoice, the technicians comments state "Ch'd evap coil...op pressures." As a result I will be contacting another HVAC company to repair/replace my existing unit, as my trust and confidence in this company cannot be restored. Customers purchase service/maintenance agreements with implicit trust that the company will do what it is contractually obligated to do. While 72 Degrees showed up to say they were there, clearly the service performed was not in line with what the contract states they were hired to perform.Desired SettlementRefund of service contract for the past 69 months, as this problems develops over 5-7 years.Business Response /[redacted]/To respond to this complaint we must first tell the complete truth. In regards to "failing to execute the terms of service agreement" 72 Degrees has honored the service agreement. We 72 Degrees maintained this client's systems as per contract. 72 Degrees serviced the system twice a year as per contract. 72 Degrees also made several recommendations to this client to help extend the life of the system and improve performance. On 1/13/10, during a service we advised the client of the benefits of a start assist to reduce the load on the compressor. This client declined the recommendation. On 8/17/10 on a service, we recommended to change a weak capacitor on the inside blower motor which we changed at no charge to the client (a $132 charge for free and notified this client that we did so). On 1/13/13 on a service we, 72 Degrees suggested to this client upgrading some of the duct system to balance air flow in the home, a concern of this client. The client declined the recommendation. Again, on 04/10/12 on a service call, we replaced a capacitor on this client's system at no charge (again a $132 charge for free). Again on 8/7/12 72 Degrees went out to client to make adjustments to the system and check it out. This was not a scheduled service which by contract a diagnostic charge applies. But again, we did not charge this client a diagnostic fee nor did we charge for any of the adjustments or checks that we, 72 Degrees made that day. On July 24, 2013 we again went out to this client for a scheduled service. We again made a recommendation to replace the capacitor which this client did replace and pay for but we again recommended the start assist and replace a contactor. This client declined the repairs.On 07/19/14 we, 72 Degrees responded to a "no cool" call for this client. On arrival the service tech found that the second floor damper motor was stuck closed not allowing air flow to that floor of the home. The client wanted the tech to disable the damper (manually opening the damper to allow airflow to the space and un-wire the damper). We, 72 Degrees also found the contactor that we told this client about on a earlier call was failed and some wires on that contactor had failed. This client did allow us to repair the contactor and wires at this time, but declined the repair to the damper motor.On 3/4/2015 on a scheduled service call, the service tech found a motor run capacitor that was operating but it was under the recommended draw level (recommended by the manufacturer). This was told to the client and this client declined the repair. On 4/14/15, we responded to a "no cool" call for this client and found that the system was out of charge. The service tech performed a leak test and found that this client's 12 year old system had developed a leak in the evaporator coil. Again, per contract this should have been charged call for the diagnosis and for the leak test. Again, this client was not charged a dime. We, 72 Degrees clearly went above and beyond our service contract in taking care of this former client's system by making recommendations, making repairs, and even making repairs at no charge to this former client. But, replacing the coil, adding R-22 refrigerant, changing the filter drier, performing nitrogen purge and pressure testing, and vacuuming the system down is a repair service that is 3 to 4 hours in time and over $1,000. Doing this for free on a 12 year old system is not logical. This former client must realize that systems break down and this client's system has no manufacturer warranty left, making this client responsible for the repair cost not the heating and air company's responsibility to cover the cost. In our conversation with this former client we expressed the fact that we have a solution to get the system back on line. But when 72 Degrees would not do this work for free. This former client filed this complaint that has no truth, no merit, and no common sense. Due to the falsification present, we we feel this is a misuse of what the Revdex.com system. Consumer Response /[redacted]/My original complaint listed the facts in their entirety. 72 Degrees in their response validated those facts by providing a summary of our business transactions. In each of our business transactions listed in their reply NO mention was made about an evaporator coil or service recommended to the evaporator coil until it the service call on 4/14/15. I have documentation from their service technicians from the last 5+ years. No technician in 5+ years has ever said that the evaporator coils are dirty, showing signs of aging, or that rust is forming. I expected that a professional servicing my unit would communicate the condition of the unit to me. In fact one of the components of the bi-annual service/maintenance contract is to clean the evaporator coils. Which is the crux of our issue. I assumed the technicians were completing that task, and clearly they were not. I paid for services that were not rendered. Additionally, the services that were provided for "free" were actually warantee work. Each capacitor that was replaced for "free" was a replacement of a failed capacitor installed by 72 Degrees within 12 months of initial installation, for I which I paid for. As a consumer reading this rebuttal, please consider that I had two capacitors installed that failed within a year, what does that say about their parts and installation? Clearly 72 Degrees does not want to settle this dispute. Instead of reaching out to their customer and make some offer in good faith to settle this dispute, they have decided to resort to the default position of name calling- "This former client filed this complaint that has no truth, no merit, and no common sense. Due to the falsification present, we we feel this is a misuse of what the Revdex.com system." I would certainly ask any consumer looking for an HVAC company they can trust to review the multitude of Revdex.com complaints especially within the last 6 months. Less than 1% of a businesses clients will actually go through the hassle of filing a complaint. There was a complaint in January, 2 complaints in February, 1 complaint in March, and now mine in April. That is a total of 5 complaints in 4 months. The mission of the Revdex.com is to advance marketplace trust. They state the two primary factors of trust as integrity and performance. I take the accusation very seriously that I have misused the Revdex.com system. A system designed to look out for consumers and to give them confidence that the businesses that they interact with perform with integrity. I cannot say my experience with 72 Degrees has been a relationship built on trust, as every-time a service technician came to our home to do the bi-annual service they tried to sell us items that their technicians felt we needed, such as the "start assist". I have spoken with another HVAC company in the area since this dispute, who informed me that the start assist was not necessary, as I suspected. Final Business Response /[redacted]/We, 72 Degrees are not going to be argumentative in regards to this complaint made by this customer. We made several recommendations over the years (that were made to keep their system healthy and operational), most of which were denied. We have stated all the facts with regards to this situation and have sufficient records to back them.

We had purchased a new unit 1.5 years ago. The unit cost was approx. $16,000. Since our purchase, we have had at least 5 service calls for a number of different issues. The latest issue was that the unit was, is still, blowing cold air. That last service was conducted on Friday, February the 12th. And the company charged me $275.00 for the service call. It is now Sunday the 14th and I am still having the same issues. The only time the unit starts to warm up is when the temperature outside gets warmer. The unit runs constantly and is coasting me a lot of money on my electric bill.

After multiple service calls to our house, an A/C-attached pump was unplugged causing water damage to adjacent room. Company refuses responsibility.We had two A/C systems installed around 6 years ago, purchasing a 10 year service contract with 72 Degrees at the time. We have unfortunately had several problems with both the units and the service over time, but before now all have ultimately been resolved reasonably. This complaint is the result of both service problems and the attitude of the current service manager at this office.The unit in question is located in a basement storage room that is accessed infrequently by us, and then mainly just to walk through. The main path for the room runs by where the pump in question is located, but is still 2-3 feet away. In addition, the pump and its piping are in a recessed corner, so neither would be jostled by anyone just walking through for other reasons. Finally, the cord and plug for the pump is located in a recess behind the dehumidified unit and its intake. It cannot be reached easier, much less accidentally bumped. The side opposite the dehumidifier is a stack of stored microwaves, which have not been used for years.The pump in question was known to be working during this past summer, as the discharge on the outside was observed. In addition, the wet carpet would certainly have been noticed earlier if the pump were off before then. Prior to a recent series of 72 Degrees service calls, the last service call by any third party was several years ago (to replace our furnace in that room). Given the above points, it can clearly be ruled out as the cause. Neither my wife nor I have been around the unit or pump since last changing the filters a long while back. At that time, we also were on the opposite side of where the pump is located. In the last 6 months, we have however had 8 service calls from 72 Degrees to address several problems. In all calls, use of this unit was involved. The exact dates are:9/5/2014 - Bad compressor had to be replaced.11/19/2014 - Aux heat not engaging; dual fuel boards reconfigured.11/25/2014 - Same problem; fuel boards replaced.11/29/2014 - Outdoor coil freezing; defrost cycle not working.12/11/2014 - Same problem; replaced board and sensor.12/29/2014 - Same problem1/5/2015 - Same problem; relay added.2/2/2015 - Carpet found to be wet in adjacent room and floor wet near pump and unit.This last call is the source of this complaint. The technician found that the pump was unplugged. In addition to this, I had pointed out to him on arriving that the dehumidifier drain pipe was pulled out of the pump frame it appeared, though that was no thought to be the source of the water due to the season. The technician, we found later, incorrectly noted in his report that other service people had been in the room recently. This was apparently a misunderstanding of something my wife had said referring to other 72 Degrees service people. Later, my wife was called by the normal person we talk to. He was being told to refuse responsibility for the wet carpet saying that none of their people unplugged the unit. He also said it could have been the other people, though we repeatedly explained that there were no others. The manager involved was apparently there, but would not talk to her directly. She called me about this and I ask that he call me directly.When I talked with the manager, I clarified that there were no other people in that room during that time frame. Despite this, the manager adamantly refused to take any responsibility, claiming that we should have undeniable proof that it was one of their technicians or it was our fault and something to take up with our insurance instead. Despite having no explanation for how the pump state changed and blatantly ignoring the drain pipe also being dislodged (implying something happened), he continued to assert that it did not happen during any of the service calls. I informed him that this stance would force me to file a complaint. He expressed that he would file a rebuttal.Desired SettlementAll we sought here was acceptance of responsibility for the wet carpet and the resulting cleanup fees as there is no other plausible explanation for how the pump came to be disconnected. At this point, we do not actually believe the carpet even needs to be replaced, just dried out. Though the delay caused by the manager's attitude puts more damage at risk as the pad is currently soaked. It has always been our belief that the pump was likely just kicked or bumped during one of the many recent service calls. The power cord is stretched taught, so it does not surprise me that it could come out of the socket just from that. The dehumidifier pipe being dislodged also suggested that the pump had been jostled at some point recently (enough to dislodge it at least). Indeed, such a jolt appears to be the only plausible way it would have been unplugged since the plug is in a recessed area behind the dehumidifier unit and the stack of stored appliances beside it have not been moved for a few years. I don't think any of the recent work required the technicians to reach behind the dehumidifier. But most all of them involved use of the unit that the pump sits immediately beside. As noted earlier, we have actually had more serious issues with calls in the past, so we were surprised by this manager's attitude and refusal to take responsibility. This seems to us more a problem with this manager than a problem with the company. We have also generally not had issues with the technicians who come to our house or the person we typically speak with on the phone.The manager is unfortunately a different situation that we have little ability to provide feedback on beyond filing a complaint. If this will be the attitude of their management going forward, then we wanted to at least have a public record to warn others that their technicians should be chaperoned at all times instead of treated like the professionals we were expecting them to be. Business Response This customer has claimed that we have unplugged their condensate pump (attached to her HVAC system) and negligently left it that way therefore damaging their carpet. There is no factual evidence to support this claim. Our technicians are trained to check all of their work and ensure proper settings and operation of equipment they are working on. Furthermore, this customer has mentioned to several people in our company that they have had several other contractors working in area where condensate pump is located. They are unfairly assuming it was us, when they have had several other individuals, who are not trained to know that they cannot unplug such a pump and who might have unplugged it to plug in one of their extension cords to work in said area. Also, the work that has been recently performed by us was not related to the condensate pump, nor would our technician have had any reason to unplug it. Furthermore, the customer had deliberately retracted their statement that other contractors were working in the area. They first communicated that other contractors were there to one of our technicians and then validated this statement to one of our office staff. Upon our call to try and reconcile the situation, they said "no one has been in the said area". As recent as yesterday (February 3rd, 2015) they had admitted to other "third parties" working in this area. When we pointed this out in an attempt to reconcile the situation, they retracted their statement.We installed their heating and air system in 2008. Several years later they reported severe moisture/humidity problems with the air being supplied by the HVAC system. Site visits by company personnel have revealed that they have severe moisture problems with the land on their property. The land has been described as "soupy and inundated with water" and because the heating and air system had to be located in their crawlspace, air moisture problems resulted. We took it upon ourselves to install a "de-humidifier system" (not originally contracted with their install) at no charge to the customer to mitigate the problem. Our commitment to this customer has been unwavering.Additionally, the warranty coverage that this customer is entitled to does not cover any damage done to material, equipment, or structure unrelated to the HVAC system (their carpet). The 8 service calls noted in this complaint were all covered under warranty which we have stood behind. All of us here empathize with the customer and have been courteous and prompt throughout our relationship with them. In an attempt to help them, we have repeatedly suggested that they file the damages under a claim with their home owner's insurance. It is unfortunate that such damage occurred but there is no factual evidence to support their claim. We even have offered to install a drain pan (at no charge, out of kindness) under "said equipment" to prevent such accidents again. It would be our pleasure to continue working with this customer and honor all further warranty work. Consumer Response I believe my initial comments were clear on the points (1) that there have been no other people in that room since before Summer other than my wife and myself, and (2) that we do not believe that anyone intentionally unplugged the pump, including anyone from 72 Degrees. On the first point, we have repeatedly corrected (not retracted) those incorrect statements about what my wife said in reference to the other recent 72 Degrees service calls. Some apparently misunderstood her references to other technicians from their company to be referring to unknown third parties. But this has been explained already (repeatedly). We do not understand why these misrepresentations continue to be brought up as these were the mistake of the 72 Degrees employees, and not (as suggested) any evidence of other parties being involved here. Again, to be clear, the only people in that room (not counting cats, which were confined to a pen) during that period were myself, my wife and the 72 Degrees employees. When we were first informed that the pump had been unplugged, my wife and I discussed whether we might have accidentally done it somehow. But after discussion, we determined that none of our activities were around either the pump or plug, and hence could not have caused either issue. That left only the 72 Degrees employees, who had been on several occasions been working in close proximity to the pump during the recent calls. That coupled with the fact that the pipe was dislodged on the pump made it apparent that the pump had been struck at some point, accidentally we presume.On the second point, we have always contended that this was an accident, as just noted and as we believe the evidence suggests. The plug wire runs behind the dehumidifier, out of view, and had little slack in it. And for precisely that reason, we were not surprised that no one would have noticed the plug being out after bumping the pump as it is out of view from someone facing the main unit (where the technicians would have been). In addition, even a diligent worker would likely not bother to check the plugs on the other side of the dehumidifier before leaving when the service call did not involve them. So, while I respect the confidence in their employees' diligence, I think the belief that errors could not ever be missed during a service call is being overly idealistic, particularly since there is no other plausible explanation for how the plug could have come out. It certainly would not be worthwhile for my wife and I to concoct this as some way of getting 72 Degrees to handle a bill that is likely only around $100 or so (what we pay out of pocket for a handful of filters for these units). We do not actually fault any technician for either causing the situation or overlooking it. We believe it was a simple accident, for which the consequences of getting it cleaned up are being blown far out of proportion here. We were a little more surprised the dislodged pipe was not noticed, but it was still close enough to its proper position that it could easily be overlooked at a glance. So we suspect that is what happened: someone hit the pump accidentally during a call but either didn't notice or glanced down and saw nothing obviously different, and so just continued on.The history with the dehumidifier is not actually relevant here, so I am unsure why it was brought up. But since the history is incorrect and misrepresents the events at the time, I feel compelled to correct that. At the time the units were sold to us, W.M. (name can be provided if needed) was the Operations Manager at 72 Degrees. He was the one actually responsible for the dehumidifier (not the respondent), but no longer works there. In an effort to keep this brief, the situation was that I was running a standalone dehumidifier in our basement with the older units (that failed, causing the upsell). The humidity level was naturally below mold levels, but I ran it as a precaution due to having a book collection with old books down there. W. suggested we get high-end units with allergen filters and UV lights due to my wife's allergies, and also promised that they would control humidity and would allow us to shut off that standalone unit. We did so, but shortly after installation, the humidity in the basement shot up causing a mold outbreak. W. and the others were baffled by this as they genuinely understood the new units to be better in this respect than the old failed ones. Despite it likely not being any written part of a contract, * took full responsibility for his promise during the sales pitch that the units would control the humidity better than the old ones and not require us to run our standalone unit. He also accepted responsibility for the mold cleanup caused by the outbreak. He just asked for some patience while they attempted to reconfigure the units to make them control the humidity. But after several tries and no improvement, he offered to just have the company set us up with a free dehumidifier as a last resort. So this was not "out of kindness" as suggested above, but rather a step taken to ensure that the system would live up to the promises made when it was sold to us (whether written down or not). And it was an action that gave me a great deal of respect for *. and the company. I was sad to hear that he does not work there anymore, and none of the current people even seem to know who he was. The other notable point to this story is that *. was not able to find anyone in the region who knew how to clean up the mold. So we ended up coming to an arrangement on that where I just asked for compensation to replace the unsalvagable items: a low end couch set and a few bags of thrift store books. My wife and I then agreed to handle the rest of the cleanup and any additional problems that might be discovered later. So despite this situation being cited above, it is actually quite a contrast in reality. I do not know how much of this is in records, but certainly*. should be able to confirm the details. Other points presumably taken from the records above, like the comment about the type of ground, are probably from theories at the time. None of those actually panned out as explanations; they ultimately never figured out what the cause of the humidity was or why the old units did not have the same problem. But did mention having the same problem at another property around that time. To summarize, we cannot see any way that the pump not functioning during this event could have been caused by any party other than 72 Degrees. We believe the action that lead to this was accidental, not actually negligent or malicious. While we hold no ill feelings against whoever was involved, we do expect the company to accept that this was the only plausible way that the pump could have become unplugged given the evidence and assist in the water cleanup. We do not believe that this is unreasonable or even expensive, and certainly not something we would expect to rise to the cost of an insurance claim as has been suggested. Indeed, we would be just as happy if they had equipment in their office that could be used to clean up the water without even needing to engage a third party. We do not understand why the management of 72 Degrees is so resistant to accepting responsibility for this, particularly given that this has not been our past experiences with them. We originally believe that this simply stemmed from a misunderstanding over other parties possibly being involved. But even after explaining that to be incorrect repeatedly, the management has refused to accept what seems obvious to us: someone from 72 Degrees accidentally caused the situation that resulted in the wet carpet and hence they should be involved in the cleanup.Final Consumer Response One of the 72 Degrees technicians who was unintentionally involved in the situation offered to speak to the management to help clear up the situation. He was able to get agreement to have a fan sent over to dry out the carpet as we had requested. That has been done and the fan since picked up on a subsequent call to address an unrelated issue. We then cleaned the carpet to address the smell and mild discoloration, which appears to have worked reasonably. We have heard nothing further from the management oddly, and are still bothered by the handling of this situation by the management. But as our original request has been addressed, so we are fine with the complaint being marked resolved at this point.We do want to thank the technicians who worked at our home during the time of the complaint, particularly the one who assisted in getting it resolved (**.). Both were very polite and professional.

Technician did not properly screw in panel when completing repair causing $1000 in damage.On June 17, 2015, 72 Degrees came to repair our upstairs air conditioning unit which was not working at the time. I paid $230 for them to replace the capacitor and the unit was functional again. Less than one month later, the unit was again not working. On July 16, 2015, we had a different repair company come out to look at the unit. They found that the 72 Degrees technician that repaired the unit failed to screw the panel back together. This left a gap in the unit that allowed a snake to crawl inside. When the snake crawled inside, it fried the capacitor and the motor resulting in an $1000 repair. Since the unit is 13+ years old, we are having to replace the entire unit, since it is not worthwhile to spend $1000 on an aging unit. Desired SettlementI am seeking a refund of the $230 that I paid for 72 Degrees to fix the unit on June 16, 2015. This is a small drop in the bucket of thousands of dollars that we are now having to shell out due to their technician's negligence. Business Response /[redacted]/Contact Name and Title: [redacted] - ManagerContact Phone: XXX-XXX-XXXXContact Email: [redacted]@cleanairnc.comIn response to this customer's complaint, we would first and foremost like to offer our sincere apologies. We deeply regret the customer's situation and hope for the best outcome possible.Our technician did indeed replace a capacitor on the customer's HVAC system so that their family could be comfortable in properly functioning air-conditioning.We have the utmost confidence in our technicians and are able to place enormous trust in them to do their absolute best. Having said that, it is hard for us to believe that our technician indeed left this panel off. To resolve this matter, we should act upon "What we do know", rather than "what we think we know or don't know". At 72 Degrees Heating and Air, we conduct ourselves according to these statements.What we do know is that after our technician performed a service for this customer, their air-conditioning functioned properly again. We also know that after it stopped working in July, a technician from another company stated that "a panel had been left off and that a snake had somehow crawled into the outdoor unit and fried a capacitor and motor."We don't know if the panel was left off to begin with, if our technician left it off, or if a snake had indeed fried these components. Nor could we factually elaborate on these happenings, but we do know that honest mistakes can happen, even to the best of us. In the effort of standing behind our work with integrity and pride, we will fulfill the customer's desired resolution of refunding them $230. In sum, we deeply regret the situation of this customer. We cannot verify whether or not this situation was truly "our fault", but due to not being able to, we will "stand up and take what responsibility we can" by issuing the customer the refund for services rendered. If it truly was our fault then our response is, "that honest mistakes can happen". We still have the utmost confidence in our highly-rated technicians and are proud to place our trust in them. Should the customer need anything in the future, we have offered that they are welcome to contact us at anytime for assistance. Again, we apologize for the situation and truly hope that the customer achieves the best possible outcome.Consumer Response /[redacted]/I am happy both with the prompt response and the refund. Thank you.Final Consumer Response

We contracted 72 Degrees to modify our HVAC system to improve the heat. They failed to fix the Issue and would not come out to reassess.Purchase 11/4. We called the company after the $4200 we spent failed to fix the issue. We tried on multiple occassions to have a technician come out to assess the issue but they wpukd not come out. We ppreviously told the owner we would not pay the balance until they honored the contract and came out to assess the issue, at which point he threatened us with legal action and threatened to put a lien on our house. However, they had already charged our credit card for the balance without our authorization. Per our contract, we are owed $500 because they failed to come fix the issue within 48 hours of our initial call, but they have not yet paid what we ate owed.Desired SettlementWe want, at a minimum, the $500 we are owed based on the "no frustration" clause in our contract that was not honored. However, given the owner threatened legal action and threatened to shut off our thermostat and put a lien on our house, this after our balance had already been paid, we should be refunded the full amount paid.Business Response The customer's home had airflow problems and complained that one or two of the upstairs rooms to be too hot in the winter and too cool in the summer. The entire home heating and cooling was controlled by a single thermostat located on the first floor. After a complete system evaluation of the 7 year old HVAC system, it was determined that the existing supply box in the attic space that provided air to the upstairs was not properly sized and would need to be increased, and that a zone control system to regulate the temperature was needed to resolve the problem. The contract with this customer was to provide thermostatic control for the 1st and 2nd floor of the home. A second return distribution box was installed in the crawlspace and a second floor supply box was installed. The supply and return main flex lines were replaced and increased to 16 inches. New collars with dampers in all 2nd floor supply runs were also replaced and the complete duct system was sealed. Finally, a wireless thermostat was installed on the 2nd floor of the home. It was clearly articulated to the customer that due to the construction of the home and current HVAC system, the air temperature in the upstairs bedrooms could not be regulated if the doors were closed and the remote thermostat was not in that room. It is scientifically impossible. The customer's allegations of threatening to shut off the thermostat, placing a lien on their home, and that charges were placed on their credit card without authorization are unsubstantiated and completely false. A deposit check for 45% of the contract was collected on October 31st and the work on the home was completed two business days later on November 3rd. The remainder of the invoice was collected on November 4th via a credit card. It is illegal for our company to keep credit card information on file so we would not have been able to process their credit card without speaking with the customer to get the CVV (Card Verification Value) number from the back of their credit card and have their authorization to process the charge.The 72 Degrees $500 No Frustration Guarantee states "if your furnace or air conditioner/heat pump fails to heat or cool your home during the first year, we will fix it FREE, including parts and labor. If the system cannot be fixed within 48 hour we will write you a check for $500 for your frustrations and aggravation." We did not replace their heating and air system. We simply added a zone control system to their existing HVAC system so that the upstairs could be controlled by a second control system. The client's HVAC system works as advertised and therefor, does not qualify for this guarantee.

Air conditioning unit isn't working properly.We purchased a new air conditioner unit from 72degrees in the fall of 2013. The new unit came with a 10yr parts and labor warranty As well a 1year free service contract. Over the last two weeks ( starting 7/22/15) we have been having issues with the air conditioning unit outside turning on to maintain the proper temperature inside our home. I've personally called them 3 separate times about this issue. They sent a technician out Monday the 25th of July. He stated that the main control panel inside the unit might need to be replaced and that he was going to order that part for us, but in the mean time if the unit acts up again just call them and they will send someone out again. Well, today the unit (outside) wouldn't cut on. So, I called 72degrees and spoke with [redacted] about this issue. At this time they wanted to charge me to come out to look at the unit for the same reason. When I stated I wasn't going to pay them because of the 10year parts and labor warranty, another gentleman that was listening to us came over the phone and told me that if I was going to pay they wasn't sending anyone out to look at unit. I then told him that if that's the case I would call and notify the Revdex.com about this issue. He then told me to call whomever I wanted to and far as he's concerned he's canceling our service agreement and the warranty on the unit. He stated that he name was [redacted] and he's the manager of the business. I asked to speak with the owner of the business and he wouldn't give me that information. I then stated that I would come by their business tomorrow to speak with the owner. At which time he told me if I did they would call the police.Desired SettlementFor them to repair the unit back to working conditions. By replacing the control panel inside the (outdoor) unit.Final Consumer Response /[redacted]/We've already resolved this with the company this morning and no further action is required. Thanks for your happy with this issue.

We received a series of inadequate repairs that resulted in further damage to our ac unit. The owner was extremely disrespectful upon complaint. We contacted 72 degrees at the end of Jan/beginning of February to repair our ac unit. First trip we were told our refrigerant line was leaking and was going to be $1700 for repair. The unit ran for 2 or 3 weeks then quit. Upon 2nd trip they established it was actually the reverse valve that was leaking and they replaced and refilled unit. A week or 2 later the unit began making a loud noise upon start up. On 3rd trip they put a lubricant into the system as the compressor was making noise due to low refrigerant. Worked for a week or 2 and again began making noise again. We were told that the unit was operating effectively but in order to resolve sound the compressor would need replaced at the cost of an additional $2000. After our long list of repairs and a still dysfunctional unit we decided to get a second opinion. The second opinion established that there was 2 leaks in our evaporator coil and that the compressor did in fact need replaced. After I confronted 72 with this info, the tech stated he would put this issue to bed and perform a full evaluation of the unit to guarantee it was properly working and would compensate the replacement of the compressor if in deed it needed replaced. Upon final trip they established that the second opinion was correct and recommended to just replace the whole unit where he would take the nearly $2000 that we had paid in repairs off the price. His quote was the same price and in some cases more than the 5 other quotes I received in the area. He said the owner would call and would definitely take care of us. Well, he called and after 10 minutes of aggressive ranting over him not being responsible before I could even get a word in, I knew that not only was he not going to stand behind his techs guarantees but he also was going to do anything on price of a replacement. He also stated he has zero empathy for his customers as he is running a business. So now we are at square one with a different company looking at replacements and out nearly $2000. I like to think I am very reasonable and anyone in my position at the very least would be asking the same questions I was after spending that kind of money and it still not working. The disrespect and faulty service is disheartening to say the least.Desired SettlementI hope the company would refund our costs so we can use it towards replacing our unit that was damaged after 3 months of unresolved leaking.Business Response Hi my name is [redacted]. I am the owner and general manager of 72 Degrees Heating and Air Conditioning. I want to first say that it is very unfortunate that this homeowner has had so much trouble with their system. The most important day in the life of a system is the day it gets installed. In speaking with the homeowner, we learned that they have had a lot of problems with this system. At the three year mark of the system being installed by another contractor, they had another contractor replace the compressor. As I explained on the phone, moisture was most likely left in the system and is deadly when it comes to a refrigeration system. The repair that was mentioned in the review was to make a major refrigeration repair. I explained to her that with contaminants, there is no way to tell if additional damage could be in the system. At the 3 year mark the system developed more leaks that stemmed from the original installation and a premature compressor resulting from a poor repair that were all done by another heating and air company. Based on test studies, 90% of the systems installed today are not installed correctly. I understand that the client is very upset and is looking for someone to blame. However, as I explained to the client, we will do all we can to help but we cannot take responsibility for this systems failure. We explained to the client that we would return 100% of her repair investment to correctly install a new system exactly how the equipment engineers want the system to be installed so there would be no further problems. She informed me she called around and got cheaper prices. This is where the problems begin when consumers think that "cheaper is better" and then the homeowner ends up in the same position again. The homeowner got a little mad with me because I wouldn't take responsibility for all of the problems they were experiencing long before we were asked to come in and because I wouldn't return her money for the repairs so she could go with the contractor that gave her a cheaper price over the phone. I do wish her the best and caution her that if she ever has to install a system again, to know that an improperly installed system will always cost more than one that is installed correctly. If their current system had been installed correctly the first time she wouldn't be dealing with these major repairs at such a young age. Thank youConsumer Response First of all I want to start by saying that this is a scam. Yes we have had prior issues with the unit but all was installed and replaced by the same contractor up to calling 72 degrees. There was no premature replacement of the compressor, I dont even know where this guy is getting this stuff. We were never informed of the chance of having several other leaks or the chance that we could continue to develop problems based on their repairs. They came out told us what one issue was and said they could repair it. Period. They had no problem taking nearly $2000 and THEN informing us of this after we have had more issues. They said they guaranteed their work and we haven't stopped having issues since they "repaired" it. And as far as calling around to get other prices, yes obviously I would after what I had been through with this company already there is no way I would pay them another dime. This owner just upped his price only so he could say he was taking off what he owed me. And as far as me being "upset" and wanting someone to blame, that is not the case at all. This gentlemen called yelling immediately about he isn't responsible and doesn't have empathy for his customers before I even got a word out and informed me he has to have the same convo once a day, which in itself is mind blowing. I am not unreasonable and looking for someone to blame, I simply paid someone to fix my ac and I'm out a lot of money and a broken unit still. It's unethical and the customer service was beyond bad. I have never been treated so poorly from a business owner. If he would have been honest from the beginning about the repairs and been honest about a price to replace it and also treated me with a little respect this would be a totally different scenario. Based off this response I can tell honesty is not this man's strongsuit. Treating customers so poorly is the first way to lose business and word of mouth is everything, it's only a matter of time before ethics like that catch up with you. Thanks.