Affordable Comfort Contracting, Inc.

Review: In 2004 we purchased a Heil heat pump/Central Air system from Affordable Comfort Contracting (recommended by them), which they installed. We had to call them back several times after they installed the system because we couldn't get the heat to go up past 50 degrees in the middle of winter and we had an infant. Weeks later after coming back several times they sent an electrician to fix the issue and it turned out that the wiring was hooked up wrong. The system functioned properly after that point until recently.

This January we were having issues with the heat and had "Affordable" come out and we were charged an $85 service fee and were told that the compressor was shot and they offered to replace the unit "because it was a piece of crap" (that they sold us) or if we'd like, because the compressor was under warranty, we could opt for them to install the new compressor which was supposed to include "recovery of refrigerant, install new compressor, evacuate system then charge system as well as to check for proper operation"- words taken from their invoice. We opted for them to just replace the compressor and not the entire 'piece of crap' unit. They charged us $950 in labor and miscellaneous materials needed (although it was under warranty).

This May when we put the Central Air on for the first time it just ran and ran and didn't cool at all. Freon was leaking into our office downstairs onto our equipment without our knowledge. We called the company out again only to be charged a service fee again and this time to be told that the Freon must have escaped ant that we would need 4 gallons of Freon @ over $50/gallon. After my husband didn't like that answer the technician told my husband that it only needed 1 gallon and that's what he put in We were charged for the Freon that was supposed to be 'captured' and he tried to get us to pay for more. Our system still isn't cooling. I called the company back several times and was told that I could possibly get another service charge if they come out again to fix it and it turns out to be something else. I called them because my Central Air isn't working, paid over $1,000 and am in the same position as when I first called them. I shouldn't have to pay for their guessing games.Desired Settlement: I just want my unit working without getting raked over the coals. They can either repair it correctly or refund my money so I can have someone else repair it correctly.

Business

Response:

---------- Forwarded message ----------

From: [redacted]

Date: Fri, Jul 26, 2013 at 11:59 AM

Subject: Re: [redacted]

To: [redacted]

Good Morning [redacted],I am responding to Complaint ID [redacted]... In response to [redacted]. [redacted]'s letter to you pertaining to her heat pump system.The heat pump in question was purchased and installed 12-3-04.Yes, there was a factory wiring issue that was not allowing the back up heat to function during defrost operation.This was corrected and as she stated ran until January of 2013.Our company has no record of any preventive maintenance, coil cleanings, filter changes, system evaluations at all since the install.At time of install and review of equipment it is always recommended to the customer that the system be cleaned and serviced once a year to keep system operating at peak efficiency.Clogged filters and dirty coils are the number one reason for compressor failure.[redacted]. [redacted]'s unit did have a compressor failure. In accordance with their warranty from Heil the manufacture.They were entitled to a new compressor only, The [redacted]'s would be responsible for labor, refrigerant and any additional items to complete compressor install. All prices for such were given prior to start of work for their approval.The [redacted]'s were also given an option to replace their system to a new model and start fresh with a new 10 year parts and compressor warranty.It was explained also that changing the compressor does not extend any warranty on the unit and they would have the remainder of the original warranty.The [redacted]'s choose to replace the compressor and the work was performed.It wasn't till four months later that they called and were having cooling issues.Our technician found a leaky shrader valve ( original to the system). The valve was repaired and lost freon added back to system. Less then a month later we received a call that the system was not keeping up with outdoor temperatures.Our company called to set an appointment with no return call. Our technicians stopped by on one occasion and no one was home but a card was left in door to call office. When [redacted] from the office finally did speak with [redacted]. [redacted] she stated that they did not expect to pay for any more service calls. It was explained that if it was malfunctioning due to our repair then there would be no charge. She felt that since she paid 1000.00 to have the compressor replaced that should cover any repair cost the unit would have. [redacted] again explained her warranty and we would need to evaluate the system first to determine cause. [redacted]. [redacted] then stated if we were unable to make her system work to their liking she would contact her lawyer. Since then there has been no attempt made on her behave to return phone calls or allow our technicians to examine system. It is unfortunate that we cannot find common ground to rectify this situation. I believe our A+ rating with the Revdex.com is an example of Affordable Comfort Contracting, Inc. commitment to customer satisfaction. [redacted]

General Manager

Affordable Comfort Contracting, Inc