Airtek Heating and Air Conditioning, Inc.

Review: Background and Summary:

I recently purchased and relocated to a home in [redacted], PA and paid for an [redacted] ([redacted]) service contract for appliances. On Tuesday July 16, 2013 the central air conditioning system was not cooling and as a result, contacted [redacted]. In turn, [redacted] dispatched AIRTEK—Heating and Air Conditioning, Inc. [redacted]. Their technician (“[redacted]”) arrived and attempted to repair the equipment. The invoice #[redacted] he provided stated “tightened spade connector and compressor ran.” I paid him $75.00 for the service call. Approximately two hours later the equipment again failed to cool. I contacted AIRTEK and the dispatcher scheduled another service call for Wednesday July 17, 2013. On Wednesday morning “[redacted]” and “[redacted]” arrived to repair the air conditioning equipment. They replaced a part and stated the system was continuing to run hot due to “high head pressure.” They suggested I use a garden house to clean the coils on the exterior unit. They left and I cleaned the coils as directed. Two hours later the equipment again failed with no cooling. I contacted AIRTEK and another service tech, “[redacted]” arrived on Thursday morning July 18. [redacted] again cleaned the coils, and I paid him $89.00 for the cleaning after challenging the need for a second cleaning following my earlier cleaning at the direction of the other AIRTEK technician. [redacted] again attempted to diagnosis the reason(s) for the recurring failure and stated the high head pressure (375# of pressure versus a system limit of 300#) was due to faulty compressor. The service invoice he provided (#[redacted]) stated: NEEDS REPLACEMENT COMPRESSOR. [redacted] told me he would report to [redacted] the need to replace the compressor and that it would be scheduled. The next day, Friday July 19, I called AIRTEK (three times) to ask the status of the replacement compressor and was not able to reach anyone. No one returned my calls. In turn, I contacted [redacted] and was told that AIRTEK had contacted [redacted] and stated that there was nothing mechanically wrong with my air conditioner and the equipment was the wrong size (i.e. too small) for the building. (Note: The air conditioning system was specified by a licensed architect, it was recently manufactured and installed in 2005, and has been regularly and professionally maintained. Similarly, there are other identical installations in our townhome community that have never had performance issues related to being “too small.”)

Review:

AIRTEK failed to repair my air conditioning in exchange for payments of $164. They have been non-responsive to my attempts to discuss a resolution. They have factually misstated their diagnosis “NEEDS REPLACEMENT COMPRESSOR” to [redacted].Desired Settlement: I am requesting a reasonable resolution by AIRTEK by refunding to me all payments made ($164) which I can then use to pay a competent and truthful air conditioning repair company. In addition, I expect them to contact [redacted] to correct their misstatement of the facts regarding the need to replace the compressor.

Business

Response:

id # [redacted]. We sent out three different tech's to try to find and fix the homeowners A/C problem. This was done for the deductible that they owe of $ 75.00 for a company to come out to the home one time. This fee is not a repair fee on the equipment , this is more of a diagnostic fee with no repairs made. If repairs are going to be made warranty comp pays the repair cost. We did make a suggestion to customer to have coil cleaned as a final attempt to bring freon high pressure down but that it would be at a cost to him and could only help us to rule out lack of maintenance on equipment. The homeowner agreed to the fee for the cleaning of $ 90 dollars before tech [redacted] continued. After cleaning the system pressure was still high. We reported findings to his warranty company and came to conclusion that this is caused by under sized / over worked compressor during high 90 deg weather, and that compressor is going out on internal thermal overload, not a mechanical failure. We are sorry that this equipment is not performing to homeowners needs and that the service fees paid will have to go to pay for three tech's labor ,gas, insurance and cleaning materials used.Thanks [redacted] , Airtek inc.

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Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:

Airtek failed to meet their contractual responsibilities as defined in the service agreement where they are the "Authorized Service Contractor."

1. Specifically they did not perform the repair their technician diagnosed and clearly stated on their invoice #[redacted]: "NEEDS REPLACEMENT COMPRESSOR." I paid Airtek all requested fees.

2. Further, they denied their own written diagnosis and communicated to the company they represented as their agent, the compressor was "under sized / over worked." Airtek's revised diagnosis, in their opinion, removed their obligation to perform repairs.

NOTE: I CONTACTED A FACTORY AUTHORIZED ([redacted]) AIR CONDITIONER REPAIR COMPANY THAT CONFIRMED THE ORIGINAL DIAGNOSIS "NEEDS REPLACEMENT COMPRESSOR." I, IN TURN, PAID $665 TO THE FACTORY AUTHORIZED REPAIR COMPANY TO REPLACE THE COMPRESSOR. THE AIR CONDITIONER NOW PERFORMS AS EXPECTED WITH ONGOING, EFFECTIVE COOLING.

I EXPECT AIRTEK TO REIMBURSE ME FOR FEES I PAID ($164) FOR SERVICES FOR WHICH THEY WERE CONTRACTUALLY OBLIGATED BUT FAILED TO PERFORM.

THANK YOU,

Regards,