Bassett Heating Cooling & Refrigeration

To Whom It May Concern,                                          We deeply apologize. It appears we have had a miscommunication in our correspondence with the customer. We did talk to our...

distributors and Billy, the owner, talked with the customer and let him know what his options were to fix this issue. We were under the impression the customer was contemplating the options we gave him and have been waiting for him to contact us and let us know how he would like to proceed.                           The customer called us out in 2012 and we replaced his evaporation coil for him. He had a 4 ton system on his mobile home at the time. He had stated that his system kept freezing up and Billy suggested that the customer install a 5 ton blower motor into his existing furnace to provide more airflow to help stop the unit from freezing up any more. The customer installed the blower motor himself. He called us out again in July 2017 and we found the condenser coil needed to be be replaced, but as it was a 10 seer system we could not replace the coil and the customer decide to replace the system. The customer wanted us to install a 5 ton system instead of a 4 ton like he had before. Billy suggested to the customer that he replace the existing furnace as well with one matching the new a/c system to provide the proper amount of airflow. Billy advised the customer that if he did not upgrade the furnace as well that he could possibly have problems with the system freezing again as it had before. The customer stated that he did not want to replace the furnace as the existing furnace is still in good working order. We installed the 5 ton A/C system as requested and the customer stated we did an excellent Job and he was happy with our work.                      Shortly after the installation the customer called us and said that the system was freezing up. We told him that we would contact our distributors to see if there were any other options to help prevent this. We did not mention replacing his furnace again as we had previously suggested to him for this purpose, because the customer had already made it clear he did not want to replace it. We spoke to our distributors they gave us 2 other options we could try. Billy let the customer know what those options were. One of which is the part the customer mentioned in his complaint. This part is a low ambient kit. We felt it was our responsibility to advise the customer of the possible side effects of installing this part before he agreed to have it installed. Although it has only happened once in our 10 plus years of business, we did have a case where a unit had to be replaced after only 7 years because the low ambient kit caused problems in the system that could not be repaired. The other option the distributors gave us was to move the expansion bulb, although they did not believe this would really help, it is just something we can try and see.                   We did replace the thermostat as the customer stated in his letter, but it was due to the fact that the existing thermostat was broken. It is my understanding that the customer installed the thermostat himself. We do not know if the thermostat broke during installation, or if he or someone else took it apart to trouble shoot it and it broke in the process. Regardless it was broken and not repairable, so we had to replace it.                 The best option to fix the problem of the system freezing is for the customer to upgrade the furnace to the matching furnace for his new A/C system so the unit will get the proper amount of airflow. If the customer does not want to replace the furnace than his other options are to install the low ambient kit, which we can do for roughly $240 (installation included) and as long as the customer understands the possible risks. Or move the thermostat bulb, which we would be happy to do at no charge. But again, this option is not guaranteed it will work.         When we discussed these options with the customer on the phone he asked us if we could just adjust the expansion valve. We explained to the customer that they do not make the expansion valves for this system adjustable. The customer stated that he feels because they don’t make the expansion valve adjustable that makes this equipment faulty and he does not believe he should have to pay for anything else to prevent freezing. We do not make the equipment we only install it. If the customer feels that the equipment is faulty because they do not make the expansion valves adjustable this is an issue he must bring up with the manufacturer’s. He has a manufacturer’s warranty for the equipment and parts that came with his purchase.          We guarantee our labor, which means that we guarantee our work. Our job was to install the system and we guarantee a good installation or we fix it at no charge. This is not an issue of the work we preformed. As stated above we had advised the customer that freezing was possible if he did not upgrade the furnace as well. He chose not to. We feel we are doing everything in our power to help him solve the problem of the system freezing without him having to replace the furnace, but our hands are tied. Other than the two other options we listed there is really nothing else we can do and do not know how else we can help him with this situation. The installation was a good installation and the equipment does not appear to be faulty. We believe this is just an issue of the new system needing proper air flow, which we can not get unless the he upgrades his furnace. The low ambient kit will not provide proper air flow, but will cycle off the condenser fan motor at night when the temperature drops preventing the unit from freezing. But with installing this part he runs the risk of his compressor and/or system going out earlier than it’s normal life expectancy.                We are more than happy to help the customer in any way that we can. It is very important to us to provide our customers with the best service possible and that our customers are satisfied with the services we provided. Unfortunately, in this situation, unless the customer wants to upgrade his furnace our hands are tied on how we can help to rectify the freezing problem, as he was warned ahead of time this was a possibility.                Please advise the customer we will do our best to help in any way that we can and to please let us know how he would like to proceed. If the distributors come up with any other options we will let him know immediately, but as of right now they are telling us the options above are our only possible options.             Thank you for taking the time to help us with resolve this dispute. Your time and efforts are very much appreciated. Thank you,Sabrina S[redacted]Bassett Heating, Cooling & Refrigeration LLC.[redacted]
[redacted]

My husband and I cannot say enough good about Bassett Heating and Cooling. Billy, the owner installed a new HVAC system to replace the old one three days before Christmas. We were without heat so he got to us as fast as he could. He does what he says, is honest and reliable. We would highly recommend him for any heating and cooling needs.

His wife, who is in the office is very polite and helpful also.

[redacted] & [redacted]

[redacted], Az.

My husband and I cannot say enough good about Bassett Heating and Cooling. Billy, the owner installed a new HVAC system to replace the old one three days before Christmas. We were without heat so he got to us as fast as he could. He does what he says, is honest and reliable. We would highly recommend him for any heating and cooling needs.

His wife, who is in the office is very polite and helpful also.

[redacted] & [redacted], Az.