Air Experts Heating, Cooling, Inc

Purchased a new Carrier heat pump through Air Experts on September 6, 2013 and the unit has given us multiple issues since then. September 9, 2013 Unit InstalledOctober 2014 free checkup performed. Technician overfilled refrigerant and did not reconnect the defrost boardJanuary 2015 because the technician failed to reconnect the defrost board in October 2014, the unit did not heat properly by using the unit located outside. The home was heated on the emergency heat strips which ran the power bill from an average of $142 for January to $223.63. Once we discovered that the heat pump was not working properly, I called and asked for service. The technician that came out was under the home inspecting the unit and we overheard him call back to the office and ask who was out last time and tell them that the defrost board was not hooked back up. We had to wait a couple of days for the part to come in before it could be installed. I called the office to voice my disgust with the situation and asked for a manager to call me back, there was never a follow-up call returned by management. June 18, 2015 Once outside temperatures climbed to over 95 degrees the unit would shut off after 5 minutes of running due to the excess refrigerant installed. I had to call them back out and this is where it was discovered that the technician had overfilled the refrigerant. The technician drained the refrigerant and put the right amount in and the system performed normally. August 5, 2015, the outside unit would not switch on. It appeared to be locked up and you could smell a burning electrical burning smell. I called the 24 hour emergency line at 1:01am and even though the system states you will receive a callback within 15 minutes, I did not receive a call back until 7:11 am in the morning. I explained what was wrong and all the previous issues with the unit which led to a technician being dispatched that day around 12 pm. Technician found a bad dual run capacitor and replaced it. He noted the unit was not programmed to the proper air flow and he adjusted it accordingly. The technician also stated that the media filter was dirty and he replaced it.Desired SettlementI would like my Carrier factory warranty transferred to another authorized Carrier repair company of my choice. Final Consumer Response /[redacted]/Business contacted me directly and agreed to do whatever they need to do to get my factory warranty transferred to another Carrier repair company.

Sales rep made error in a quote, charging us more than quote we hadWe met with sales rep [redacted] on Feb. 22, 2014. He quoted us a 15 seer Carrier system for $6000. This price included several discounts. We also discussed a financing plan, which would be ~15% of the total cost paid over 60 months (so $6900 total with $115 monthly payments). We were then travelling on and off over the next few weeks. During this time (March 23) [redacted] sent a very brief email claiming he had a deal for us with an estimate attached. This estimate was for a 15 seer Lennox system priced at $5500 with the same financing plan of 15% of the total (so we calculated $6325 total, $105 a month). We decided to pick the Lennox, even though we preferred the Carrier, because of the price difference. For us, $575 is a significant amount right now. We called [redacted] and asked for the Lennox system to be installed. He asked, the 15 seer? We said yes, since this is what our $5500 estiamte was for, and Air Experts came and installed the unit. They then charged us $7000 (including the financing). After calling them (and having a huge hassle finding somone to talk to-we had to wait a week), we discovered that the second estimate [redacted] had sent us was for a 13 seer unit, but he had mistakenly written that it was a 15 seer. We never received a quote for the real 15 seer unit. We are unhappy that they installed a unit they never gave us a quote for and made us believe we were having a 15 seer unit installed for $5500 but then charged us more. Had we known the price for the two systems (15 seer Carrier and Lennox) would have been the same, we would have picked the Carrier system as we are more familiar with that company and it was the one initially recommended to us as the best choice. They did agree to drop the price from $7000 to $6900 to match our Carrier estimate, but that's just giving us that price without the system we would have chosen. Not to mention, the unit stopped working a few days after it was installed due to a part failure. The issue was fixed per their warranty, but the repairman did note that it wasn't installed properly the first time-the AUX heat was not wired to only be activated below 40 degrees as it should have been. He did fix this, but this was yet another hassle we had and another day home from work. They seem to think that because the price they charged us is still a "good deal" on the Lennox system, that they shouldn't have to make up the difference. Whether or not it is a good deal is irrelevant. The point is that they quoted us $5500 for a 15 seer Lennox, an estimate that changed our decision on which system to choose. That quote was a mistake due to an error their sales rep made and they are expecting us to pay for that error, which does not seem like they are acting in good faith towards their customers.Desired SettlementWe would very much like to be billed the amount we were quoted for this unit on our estimate. If the company refuses to do this, then please at least instruct the sales representatives to be more careful in creating their quotes and more respectful of customers' time. [redacted] was at our house for the initial estimate and stayed for 3 hours (after arriving late) during which he spent most of the time talking about his life story. While he seemed like a nice guy, perhaps if we had spent more time focusing on the estimate and financing options, a mistake could have been avoided.Business Response /[redacted]/I was able to speak with Mr. [redacted] today and discussed the pricing and confusion. We agreed that an error had been made and Air Experts will provide the requested credit to correct this error. Our goal is to insure all of our customers are 100% satisfied and appreciate the opportunity to make it right. I understand that both Mr. [redacted] and Air Experts are happy with this solution.Consumer Response /[redacted]/The owner of Air Experts contacted my husband. He seemed to indicate there had been some sort of administrative mix-up in which he thought our billing issue had been fixed. He said they would make up the difference between the bill and the estimate we were provided. We checked the loan statement today and it has been changed to reflect this promise. For us, the issue has been resolved. We are pleased that they agreed to honor the original estimate. It seems that there were just several unfortunate mistakes and misunderstandings in our experience and that this isn't reflective of their usual business practices.