Arch Heating & Cooling, Inc.

Review: This company replaced my AC through my home owners insurance on Aug 7 2013. I had to pay $100 detuctable and $ 590 that was not covered through my home owner insurance. We used the AC a couple of days during the month of Aug and it seemed to be working fine. On Friday Sept 6 we noticed that the AC was not working but it was late Friday afternoon and I worked the rest of the weekend night shift. On Monday Sept 9, I noticed that there was no air blowing at all so I called my own furance guy thinking that the blower/fan went out on the furance. He came out and looked everything over and stated that the fan was working and I should call the company that installed the AC. He also pointed out pipes/wires that were touching and he stated that they were installed incorrectly. I called [redacted] that day (Monday Sept 9, 2013) and they sent someone else out the next day Tuesday Sept 10 to look at the AC, their own employee was upset about the way the AC was installed and stated that there were "kinks" in the line, I also showed him the pipes/wires that were touching and told him what my furance guy said and he shook his head and stated "he is right they should not be like that". He completed his inspection and told me that I could not use my AC because there was a leak, no coolant and parts that needed to be replaced. After many phone calls between the home owners insurance and this company I still do not have a working AC, the homeowners insurance stated that they had paid out the max for the year and [redacted] said the parts have a warrienty but I would have to pay an additional $500-$700 for labor. It is not my fault that I recieved a faulty unit that lasted less than 1 month and it is not my fault that the AC was not installed correctly. Why should I have to pay an additional fee to have the faulty parts replaced. If I would have paid the $1400 out of pocket right away to my own furance/AC guy he would come replace the parts for free and not charge me additional labor fee's. [redacted] agreed and stated that they do "wave the labor fee's for their own customers" but since they were hired through my homeowners insurance they could not wave the fee. How do they expect to gain more cutomers "of their own" when they treat people this way. So now I have paid $690 total to have my old AC that still worked some what removed from my home to be replaced with a "new" AC that does not work at all. This is both the homeowners insurance and [redacted] Heating cooling problem, it is poor cutomer service and I should not be charged anything additional. If the parts are under warrienty then they should be replaced plain and simple. If they would replace them for their "regular customers" with out charging them then why are they not replacing them for me.Desired Settlement: To have working centeral air at no additional coast to me

Business

Response:

This responses is in regard to a complaint which was filed against Arch Heating & Cooling, Inc. by [redacted]. [redacted]. I would like to share some additional information which will hopefully help you to understand the process of events which have taken place: