A & B Cooling & Heating Corp.

Thank you for the opportunity to respond to the complaint. We have serviced and maintained the system at the [redacted] 's house just about the entire time since the installation. The [redacted] 's did hire another service company to work on the system a couple of years, but came back to A&B for... the future service and maintenance requirements. The unit that was originally installed did have a history of problems gong thru the service records; there were multiple recordings of loss of refrigerant where it was finally traced to a leaking coaxial coil. The unit also had a bad circuit board which was replaced. Once we were hired back to perform the service we have work orders ##***,***, [redacted] all of which were for adding refrigerant and no charge was passed on to the customer. We have work order # [redacted] to replace a bad circuit board for the unit of which there was a $327.93 labor charge, the parts were covered under warranty. Then again in 8/2009 there was another low refrigerant charge lockout again no charge to customer, work order #***. It was at this time after the small but ever increasing refrigerant leaks that the factory was called to help out as it is a major job to replace the coaxial heat exchanger. It was proposed to the [redacted] ,s that the unit they had could be repaired or WaterFurnace would replace the entire unit with new for cost. The [redacted] 's decided to replace the entire unit with a new ten year warranty. A&B wrote to the factory to get the best possible deal for the [redacted] 's, the unit was ordered, and A&B scheduled to install. The unit was replaced on 10/8/2009 and A&B did not charge for labor again for the entire unit change out, even though this was well out of our one year workmanship warranty. Since that date we have annually maintained the system for the [redacted] s with no record of the temperature differentials Mrs. [redacted] s claims. We do have one work order (#***) showing the first floor being colder than the second floor. With the thermostat set to 73 upstairs the first floor near the thermostat was 70 degrees. This discrepancy was attributed to the large two story open foyer design of the home. The home is controlled by three separate zones; 1st floor, second floor, and bonus room. Since the unit was replaced we have not had a complaint of comfort issue other than the work order previously mentioned #***. We have been to the [redacted] s home annually for maintenance with two separate calls for bad zone damper motors one in 11/05/2009 # [redacted] and one in 3/08/2010 #***. The [redacted] s have had a humidifier installed by our company on 1/08/2010 and which has been maintained by A&B since installation. I thought we have put our best foot forward through the problems with the initial unit and that everything with the new unit was 100%. As a matter of fact Mr. [redacted] had inquired if A&B would travel to [redacted] to install a system at their summer home. It is true I was slow to respond to the [redacted] 's initial request, but I had the norovirus the previous three days and am just getting back on my feet. I have since answered the email request to Mr. and Mrs. [redacted] . Best Regards, [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** And *** ***

I will be contacting the ***'s shortly to sit and discuss with them their situationAs my last letter stated we have always put our best foot forward for the ***sMany, many service tickets and the unit replacement at no cost from A&B. Thanks for your time, ***

Thank you for the opportunity to respond to the complaint. We have serviced and maintained the system at the [redacted]'s house just about the entire time since the installation. The [redacted]'s did hire another service company to work on the system a couple of years, but came back to A&B for...

the future service and maintenance requirements. The unit that was originally installed did have a history of problems gong thru the service records; there were multiple recordings of loss of refrigerant where it was finally traced to a leaking coaxial coil. The unit also had a bad circuit board which was replaced. Once we were hired back to perform the service we have work orders ##[redacted],[redacted],[redacted] all of which were for adding refrigerant and no charge was passed on to the customer. We have work order #[redacted] to replace a bad circuit board for the unit of which there was a $327.93 labor charge, the parts were covered under warranty. Then again in 8/2009 there was another low refrigerant charge lockout again no charge to customer, work order #[redacted]. It was at this time after the small but ever increasing refrigerant leaks that the factory was called to help out as it is a major job to replace the coaxial heat exchanger.
It was proposed to the [redacted],s that the unit they had could be repaired or WaterFurnace would replace the entire unit with new for cost. The [redacted]'s decided to replace the entire unit with a new ten year warranty. A&B wrote to the factory to get the best possible deal for the [redacted]'s, the unit was ordered, and A&B scheduled to install. The unit was replaced on 10/8/2009 and A&B did not charge for labor again for the entire unit change out, even though this was well out of our one year workmanship warranty. Since that date we have annually maintained the system for the [redacted]s with no record of the temperature differentials Mrs. [redacted]s claims. We do have one work order (#[redacted]) showing the first floor being colder than the second floor. With the thermostat set to 73 upstairs the first floor near the thermostat was 70 degrees. This discrepancy was attributed to the large two story open foyer design of the home. The home is controlled by three separate zones; 1st floor, second floor, and bonus room.
Since the unit was replaced we have not had a complaint of comfort issue other than the work order previously mentioned #[redacted]. We have been to the [redacted]s home annually for maintenance with two separate calls for bad zone damper motors one in 11/05/2009 #[redacted] and one in 3/08/2010 #[redacted]. The [redacted]s have had a humidifier installed by our company on 1/08/2010 and which has been maintained by A&B since installation. I thought we have put our best foot forward through the problems with the initial unit and that everything with the new unit was 100%. As a matter of fact Mr. [redacted] had inquired if A&B would travel to [redacted] to install a system at their summer home.
It is true I was slow to respond to the [redacted]'s initial request, but I had the norovirus the previous three days and am just getting back on my feet. I have since answered the email request to Mr. and Mrs. [redacted].
Best Regards, [redacted]

Complaint: [redacted]
We are rejecting this response because the we have contacted the A B Cooling on numerous occasion about the unit not keeping up when outside temperatures start to drop in the lower double and single digits.   And why they do not have those in their records we are unsure.   A B Cooling has been out to review the unit annually and claimed unit was functioning properly and should be able to keep up to extreme cold temperatures.  [redacted] at one point even told [redacted] to shut down one of the three zones completely to see if the other two zones would be able to catch up.  In doing so it helped to so degree but never came up to temperature.  Temperature was set at 68 degrees at that time.   [redacted], in service for A B Cooling has been out several times to service unit.  Still unit not keeping up.  Suggestion from A B cooling was to have energy audit done on our home.  We have had that done.   [redacted] Consultants came and told us no deficiencies were with the home.  They told us the Geothermal Units need a back up source of heat for larger homes with higher ceilings.  We have now again asked for A B Cooling to sit down with us to figure out what can be done to keep the unit at a steady 68 degrees in our home.  Looking forward to a resolution.
Sincerely,
[redacted] And [redacted]

Review: We have had this GEOTHERMAL unit since the install of new home 2005 by AB Cooling and Heating [redacted]. We would not give out a referral for them ever again. Our Unit, when it hits about 12 degrees outside and single digits it just cannot keep up with the decreasing temperature. Our home stays at 58 degrees because the unit cannot keep up. We have small children in our home and this is unacceptable. We have put in a call to the Owner [redacted] he has not returned our call. We have sent email to him as well did not return our email we have no other choice but to go to the Revdex.com. Our first year with the unit within two years it was replaced by the MFG. Not working. Next install we have been dealing with 58 in our house when the outside temperatures drop year after year. In the summer we all have to wear sweaters because it is too cold in the house. AB Cooling told us it was the "House" to have an evalution done by CLP and we did as they asked. CLP contractors can in and tested the house the conclusion was "These GEOTHERMAL Units need back up units because they just cannot keep up" we were shocked to say the least. Had we known this information before install we would not have purchased. Now the unit is in and trying to get some solutions and resolution. They are not cooperating. We have done all we can do and are asking the Better Business people to get involved.Desired Settlement: We need a third party involved because we are getting no where with them. They need to tell us what other solutions, they are going to come up with. So our family is not freezing.

Business

Response:

Thank you for the opportunity to respond to the complaint. We have serviced and maintained the system at the [redacted]'s house just about the entire time since the installation. The [redacted]'s did hire another service company to work on the system a couple of years, but came back to A&B for the future service and maintenance requirements. The unit that was originally installed did have a history of problems gong thru the service records; there were multiple recordings of loss of refrigerant where it was finally traced to a leaking coaxial coil. The unit also had a bad circuit board which was replaced. Once we were hired back to perform the service we have work orders ##[redacted],[redacted],[redacted] all of which were for adding refrigerant and no charge was passed on to the customer. We have work order #[redacted] to replace a bad circuit board for the unit of which there was a $327.93 labor charge, the parts were covered under warranty. Then again in 8/2009 there was another low refrigerant charge lockout again no charge to customer, work order #[redacted]. It was at this time after the small but ever increasing refrigerant leaks that the factory was called to help out as it is a major job to replace the coaxial heat exchanger.

It was proposed to the [redacted],s that the unit they had could be repaired or WaterFurnace would replace the entire unit with new for cost. The [redacted]'s decided to replace the entire unit with a new ten year warranty. A&B wrote to the factory to get the best possible deal for the [redacted]'s, the unit was ordered, and A&B scheduled to install. The unit was replaced on 10/8/2009 and A&B did not charge for labor again for the entire unit change out, even though this was well out of our one year workmanship warranty. Since that date we have annually maintained the system for the [redacted]s with no record of the temperature differentials Mrs. [redacted]s claims. We do have one work order (#[redacted]) showing the first floor being colder than the second floor. With the thermostat set to 73 upstairs the first floor near the thermostat was 70 degrees. This discrepancy was attributed to the large two story open foyer design of the home. The home is controlled by three separate zones; 1st floor, second floor, and bonus room.

Since the unit was replaced we have not had a complaint of comfort issue other than the work order previously mentioned #[redacted]. We have been to the [redacted]s home annually for maintenance with two separate calls for bad zone damper motors one in 11/05/2009 #[redacted] and one in 3/08/2010 #[redacted]. The [redacted]s have had a humidifier installed by our company on 1/08/2010 and which has been maintained by A&B since installation. I thought we have put our best foot forward through the problems with the initial unit and that everything with the new unit was 100%. As a matter of fact Mr. [redacted] had inquired if A&B would travel to [redacted] to install a system at their summer home.

It is true I was slow to respond to the [redacted]'s initial request, but I had the norovirus the previous three days and am just getting back on my feet. I have since answered the email request to Mr. and Mrs. [redacted].

Best Regards, [redacted]

Consumer

Response:

Review: [redacted]

We are rejecting this response because the we have contacted the A B Cooling on numerous occasion about the unit not keeping up when outside temperatures start to drop in the lower double and single digits. And why they do not have those in their records we are unsure. A B Cooling has been out to review the unit annually and claimed unit was functioning properly and should be able to keep up to extreme cold temperatures. [redacted] at one point even told [redacted] to shut down one of the three zones completely to see if the other two zones would be able to catch up. In doing so it helped to so degree but never came up to temperature. Temperature was set at 68 degrees at that time. [redacted], in service for A B Cooling has been out several times to service unit. Still unit not keeping up. Suggestion from A B cooling was to have energy audit done on our home. We have had that done. [redacted] Consultants came and told us no deficiencies were with the home. They told us the Geothermal Units need a back up source of heat for larger homes with higher ceilings. We have now again asked for A B Cooling to sit down with us to figure out what can be done to keep the unit at a steady 68 degrees in our home. Looking forward to a resolution.

Sincerely,

[redacted] And [redacted]

Business

Response:

I will be contacting the [redacted]'s shortly to sit and discuss with them their situation. As my last letter stated we have always put our best foot forward for the [redacted]s. Many, many service tickets and the unit replacement at no cost from A&B. Thanks for your time, [redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Sincerely,

[redacted] And [redacted]

We have had this GEOTHERMAL unit since the install of new home 2005 by AB Cooling and Heating [redacted]. We would not give out a referral for them ever again. Our Unit, when it hits about 12 degrees outside and single digits it just cannot keep up with the decreasing temperature. Our home stays at 58 degrees because the unit cannot keep up. We have small children in our home and this is unacceptable. We have put in a call to the Owner [redacted] he has not returned our call. We have sent email to him as well did not return our email we have no other choice but to go to the Revdex.com. Our first year with the unit within two years it was replaced by the MFG. Not working. Next install we have been dealing with 58 in our house when the outside temperatures drop year after year. In the summer we all have to wear sweaters because it is too cold in the house. AB Cooling told us it was the "House" to have an evalution done by CLP and we did as they asked. CLP contractors can in and tested the house the conclusion was "These GEOTHERMAL Units need back up units because they just cannot keep up" we were shocked to say the least. Had we known this information before install we would not have purchased. Now the unit is in and trying to get some solutions and resolution. They are not cooperating. We have done all we can do and are asking the Better Business people to get involved.