Big Mountain Heating & Air, Inc.

After reviewing the information provided to me it appears that the information provided in your complaint has not been accurately stated. [redacted] worked with you to build an "estimate" that best fit uour needs and desires. There were lots of conversations outside of email and texting. The...

"estimate" was based primarily on three things. Your ability to qualify under one lender for the full amount desired, your ability to take advantage of all the available tax credits in one year, and then later qualify for a new loan at the stated rate........AFTER you received the tax credits. From the very beginning we advised you to go directly into a longer term loan that had interested and payments from day one. Upon the application process you did not qualify for the full amount desired. At this time we discussed alternative options with you. A portion of the amount was financed through another loan source at a rate even lower than the original quote. Also advising you at the time to look at a regular type loan that would provide lower long term payments. You did not want to because you wanted to delay interest and payment obligations. All loan disclosures are sent directly from the lending source to you. We are not able to see the terms and conditions until after you sign them.The lending companies do this directly with you to prevent this very accusation. All of this financial information was reviewed by you prior to solar installation.After a period of time you reached out to us because you did not like the loan you were in. We tried to work with you to get you into another loan per your request. You refused to run credit and so we were not able to give you additional options. In addition the 30% tax credit is available for solar installations. Whether or not you can use all of it in one year or over multiple years can only be determined by you and your tax advisor. The truth is you were fully aware that your loan would go into the high interest situation if it was not taken care of before the 18 months. In no way did Big Mountain try to hide or mislead you. [redacted] is not with us anymore because he took another job providing loans for large solar projects in the Agricultural arena. Not for the reasons you stated. I have not had any problems with [redacted] jobs except for yours. We truly do try our best to work with clients and make happy. That always happens through the long term result. We always are looking down that path when we advise our clients. The terms and conditions of the loans you have were what you wanted. I am sorry that you are not happy with the decision you made.

The work provided to you was delivered according to the agreed upon price. We did issue you a the rebate amount discussed. Check for $800 was sent to you on 1/5/16 for rebates indicated on your contract as agreed.

I am rejecting this response because: I am not twisting any truths to benefit myself. In every email with [redacted] which I have previously attached and in each phone call with him, we were told over and over that how we get the "free" A/C as part of your company's promotion of Go Solar with Big Mountain get free A/C or Windows. You are correct we did agree on a price for everything, and in that price we were told over and over that we would receive a rebate that would cover the A/C and thats how it works. We called him back to our house to go over this and to make sure this is how it works, in the email sent from him he even breaks it down on how to do it. If anyone had told us we are not sure if you get a rebate we would of JUST bought the A/C through you guys with no problems. This isnt about trying to rip you off or make up false claims, its about doing what was fair and promised. We were told one thing and now we have two loans for an A/C and Solar. Where was the promotion at? We tried contacting you so many times through out this process and it was always hard to get a call back, your only way of resolving any of this was to offer us into the program we didn't want in the first place. It's frustrating as a consumer to have the business sit here and tell me that their sales person ([redacted]) was on the up and up and did his job great, when in fact [redacted] told me on the phone the complete opposite. [redacted] made us promises and off of those promises we feel that as a business you should honor them. It's amazing that a business would treat their customers this way.

The work provided to you through Big Mountain was fulfilled as agreed upon. You directly communicated with loan providers to decide on loan options as well as terms and conditions. Again those terms and conditions were agreed upon between you and them. Through their policies they confirm those agreements directly to you. We do not. We are absolutely willing to help you in any way we can to obtain further loan options . In order for us to be able to do so you will have to let us run your credit again and the loan companies can talk to you about your options. You can even call them directly to run the application. You will have to talk to them about the options they will extend to you and the terms therof.

[redacted]  I had originally wrote a response and have now deleted it and written this one. I was attempting to respond to each and every accusation. As I did I found it very hard to respond to untrue statements....You know as well as I do that we were in full agreement that your curbs...

would not be replaced at the time of your installation. In many circumstances existing curb are use with new systems. They provide a stand for the equipment and that's it. The pictures attached clearly show the terrible condition of your roof at the time. You also knew that it would be a rather easy job to replace them along with your roof at a later date. Nothing was withheld or lied about. Two years later you contacted our office and spoke  to Maggie, NOT myself and she quoted you $2000. A reasonable price. You responded with foul, rude and unacceptable language. She immediately asked me to talk to you and find out whats going on. In which I offered to remove the 2 units, supply new curbs, and re-install the units after the roof was done...NO CHARGE! You said your roofer would not do that so I suggested that you maybe get another bid. I have never heard of a roofer that will not work with a company to install a curb at the same time they are doing the roof. It makes no sense to cut into a brand new roof to install a curb. It will not come out nearly as nice or water tight. You said you would get back to me and here you have. You have completely altered the facts of this from start to finish. Customer satisfaction is Big Mountain's number one goal! Normally in a situation as this we would gladly do whatever it takes to resolve a misunderstanding. However this is not a misunderstanding....It simply not the truth. We absolutely tried to provide you with a solution at no cost to you! I will gladly pay you for the cost of 2 curbs and an invoice from our supplier to back it up.

Revdex.com:
I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.
Its ok I will look for another Business for future service for my AC and I will check with Revdex.com for any repair services with any company or businesses

I am rejecting this response because: As a business you are not doing what was promised. You say what I am saying isn't correct, but it is, as a consumer I could of went to any company I chose you based on what I was told and promised. Your program that you advertised was buy solar get a free A/C or windows, Joe said it in several emails that we would get the full rebate and not to worry that is how we get a free A/C, if that is the truth why do I have two loans now? Where is my free A/C? Regardless of what you want other people to see on this complaint, [redacted] promised a lot to many customers including us and [redacted] told us both about it and how he really left Blue Mountain, I just feel like we were misled, the only option you gave us was the Y-Green option after how many months of trying to get a hold of you, you never called us back, I can look on my phone to see how many times I tried to reach you. The worst part of this is we would of JUST bought the A/C through your company, now because of a false advertising we now have two loans for an A/C unit and solar. Never was it mentioned "depending" on the tax credit it was in so many emails from Joe and spoke on the phone about receiving it. Why advertise such a offer when it really isn't true to the buyer. We didn't go into this quickly we asked many questions, were re-assured and now were at this point where I want it to be fair. How can you treat customers this way, we spent 23,000.00 and this is what we are dealing with.

Review: Had furnace + AC installed by BMHA 4-17-2013. 2 ½ tow unit. Larger than original units $3995. Better unit total cost $7,145.00 installed + paid for. Out at least 7 times in 2013 re problems. Got permit 6-19-13 between 4-17-2013 and 8-19-13. Failed both in spent 8-1-13 passed 8-19-2013. After RC inspector completed #4 of 5 needed correction. (See all documents). On 5-25-16 had took out form [redacted] (See documents). Had them do the washer professional and my not doing future business much w BMHA due to the partial list of problems.Desired Settlement: They recinded their initial offer of $750.00 about 2 of my expense on 6-16-2016. My resource in Revdex.com, handful apparently by fees cad from area business going to Kurtis on channel 10 and small claim ct. $1,659 would be fair but $1,500 possibly more appropriate.

Business

Response:

Mr. [redacted],I apologize that your experience with Big Mountain hasn’t met your expectation as well as ours. We truly do strive to meet the needs of all of our clients. I will not be able to address all of the items you listed as it is very hard for me to make sense of what you have written. I did have a conversation with the phone room staff, reviewed all of your call history, and looked over the scope of the work on your contract. It appears there are many inconsistencies between what you have stated and what has happened, number of times it has happened, and stated building requirements. That being said I will try to address the typed items that came through the Revdex.com under Statement of the problem and Desired Settlement. At the time Big Mountain did have a system package at the price advertised. But as such it does require a site visit and further investigation. Every client is different with different needs. Some need ductwork, equipment relocation, electrical panel upgrades, ect., ect. The list can be very lengthy. In reviewing your contract replacing the lineset was not part of the scope of work to be done and you were therefore not charged for that. Our price to do that work is $738.00. We are willing to do any additional work you are willing to pay for. I believe we provided you with the work you were willing to pay for at the time. When it comes to Building Correction Notices that is very common. We are always happy to make corrections to work the “Building Department” deems necessary.

Business

Response:

[redacted],This is a delayed response due to the fact of me being on vacation and unreachable by cell phone or internet. I know you have been communicating to my office staff by telephone and email. I would like to just pay you your requested amount to put the issue to rest. The company since your install has not only changed staff but ownership also. Let me know how and when you would like to collect payment.

Consumer

Response:

Thank you Mr [redacted]. My address is [redacted], Rancho Cordova, California 95670. If a check could be mailed to that address , I would consider the matter resolved. Respectfully, [redacted]

Review: In my 2015 we had Big Mountain Heating and air come to our home and explain the YGRENE program on having energy efficient appliance installed in our home.YGRENE was sacramento county who did the financing for this program, we did an energy audit with the salesman and an upgrade to a new HVAC would be energy efficient, so we was told.this program also included solar as well,we was approved for the program waited about a wekk or so then Big Mountain called and wanted to install the new HVAC, that was fine, then in June I called and asked about the status of installion of our solsr, no news, although it was in design at [redacted],we waited very patiently for this ,making calls and not getting very good response,spoke with maggie who told me they were so busy that they couldnt get our system set up just yet, I feel they were taking jobs ahead of ours and doing them, in July I received a copy of the permit needed to do the job from the city of Elk grove, great !!!we waited more!! finally I got a call one dayin august and maggie asked me for the final inspection for the HVAC, what I didnt know about this, no paperwork from these people ,just a complete sham, this system was marely minimum and didnt qualify for the rebates, not what we was told before we signed up!! we have been lied to falsely misrepresented by Big Mountain heating and air, this unit now needs repair, its no better than the unit I had in the house, this business has extremely poor service!!!!! truly a scamDesired Settlement: want either a refund on this system and or including my rebates or take this solar system off my roof and reinstall a different HVAC, I am tired of the lies and deceit from this company

Business

Response:

Our sales representative did make promises that were not specified on the contract and were in fact unknown to us. In resolution we have written an addendum to the original contract specifying details that were not previously listed. We have also increase his labor warranty, given a 3 year maintenance plan at no charge, and written him a $1,600 refund at his request. The representative in reference to this job has also been let go. This issue should be resolved to the clients satisfaction.

Review: Damaged a/c compressor while making damage assessment to my a/c unit.

The only problem I had with my a/c was that it was blowing hot air. there was no damage to the compressor. Tech took cover off of outside unit. We looked together at the compressor and entire unit. Tech then asked me to go in the house to turn switch on. When I came back outside he holds up a wire from the compressor and says, this the big problem, the wire blew out of the compressor causing major damage". I knew that wire was not blown out before I went into my house. Because I was not sure, I had my friend who looked at the a/c before Bib Mntain looked at it to come back to take another look at it. He agreed, the wire was not out of the compressor when he first inspected. I did not tell, Big Mntain this, but another company looked at the system before them and they did not see or mention that the wire was out of the compressor. So, we have three pairs of eyes that did not see a wire pulled out of the compressor as a problem. I can have the tech from the other company verify this, if need be.Desired Settlement: I want Big Mntain to own up to the fact that they damaged my compressor and replace it. If not, I am taking them to small claims court.

Business

Response:

Initial Business Response

[redacted] called us out to look at his system because it was not cooling. Our technician performed a diagnostic service and found a wire blown out of the compressor terminal. Technician advised Mr. [redacted] of the situation and he declined the necessary repair.

Review: Bait and switch practices when it came to sales and then no follow up when installers left pieces of piping that fell through my whole house fan vent.

Sales rep was [redacted] I called company after seeing them advertised on Sac and Company tv program. Advertised price was less than 4,000 for the whole system, price ended up over 8,000.

The first red flag was when installers left the left the opening to the attic open and light in attic on.I had been ill and called company about it but they said they could do nothing to help. System worked fine until summer came and I turned on my whole house fan. I heard loud sounds and about the 2nd or 3rd time I used it some large pieces of plastic piping came down through the vent onto the hall floor. There was very little power from the fan and it has been that way ever since.

I have called many times and they first sent sales rep out and he said it would need to be replaced. I kept calling and they sent a repair man out but he said he had to order parts.I tried calling his cell with no answer. Months went by and when I called the company again they said he had been let go as had all of the previous installers.

The woman who answers the phone always says the person in charge will call me back but it has never happened.

Original installation was early December 2012. Desired Settlement: I want the whole house fan repaired or replaced. It works as if on low speed vs on high.I do not trust this company to do it properly though.

Business

Response:

Business' Initial Response

We are scheduled to remove the whole house fan motor and get it replaced for [redacted]. With the management change and hot weather we have fallen behind. However we are happy to repair the fan that was damaged.

Review: we had the unit installed on 6/04/14 by Big Mountain and everything worked great. Shortly after installation the main motor went out I do not have the exact time for this but it was soon after the unit was put in, they replaced the motor in a timely manner, then on 10/23/14 they discovered that the wrong thermostat was installed and replaced it. On 4/27/15 the air stopped working called set up for a tech to come out and look at it on 4/29/15 at 5:00 pm but nobody showed up. We had to reschedule for 4/30/2015, the diagnosis was a bad coil. I spoke with [redacted] on 5/1/15, he said that it would take about a week to get the coil. I asked if he could at least fill my unit with coolant, he said no, because the representative from the manufacture, Day & Night needed to come out to evaluate the unit. On 5/4/15 [redacted] came out to add coolant and affirmed that the new coil would be in in about a week. On 5/15/15 we hadn't heard anything. My wife called and was told that they were still waiting on the part. On 5/26/15, no part and no contact from Big Mountain I called [redacted] at 3:30pm and he wasn't able to talk, so I left a message with the representative that I wanted to speak with him. At 6:15pm [redacted] called me back. When I told her who I was and what was going on she said she'd have to speak with [redacted]. She called me back and left voice mail that we were scheduled to have the coil replaced on 6/1/2015 at 8am. I had my wife call to confirm on 5/27/15. On 6/1/15 Big Mountain replaced the coil in the AM, the unit ran non-stop struggling to keep our indoor temperature at 76 when the outside temperature was only 80. At 3:30 that afternoon I was able to see the unit myself and noticed that it looked as though the wrong coil had been replaced. I immediately called Big Mountain to notify [redacted] of the error and he confirmed that Big Mountain's representatives had indeed replaced the wrong coil. As of today, 6/7/15, we are waiting again for the correct coil.Desired Settlement: I am concerned about the longevity of the unit I purchased, since in the first year of owning the unit, it has had to have a new motor, replacement of the thermostat and a new coil. I want a new unit with new service & equipment warranty or an extended service & equipment warranty with the repair of the current unit.

Business

Response:

Mr. [redacted] I apologize for what you have experienced with the leaking coil situation. We want more than anything for you to be happy with the service we provide. The reason I did not immediately agree to charge the system with refrigerant is due to laws surrounding refrigerant leaks and impact on the system. I was pushing the manufacturer to send out their rep hoping they would replace it. The unit can only be warrantied under their authorization. The manufacturer rep said they will not replace the unit on a coil leak. He agreed to order the coil sight unseen due to length of time it takes for them to get the coil here from back east. It takes them up to 6 weeks to get the coil here on a package unit system. These coils they do not stock but make on request. Upon this information I immediately sent someone out to charge the system so you would have cooling while waiting for the coil. When the coil arrived the manufacturer called and we cancelled an install for the day and rushed them straight to the manufacturer to pick up the coil and go straight to your house to install it. The installers only installed the part they were given. The manufacturer warranty rep authorized and ordered the wrong coil set. We should have picked up the coil, inspected it to make sure it was the right one and then called you. That is our fault.We were only trying to take care of you as soon as possible. The additional coil needed is still on order and has not arrived yet. Your system will continue to work and cool you fine until the new coil arrives. The manufacturer is not authorizing a unit replacement at this time. As a side note 13 seer systems are no longer able to be manufactured as of January 1st 2015. The current minimum seer system is now 14. I am aware that you had an electrical part go out and now a coil. One part operates independently of the other. Although coil failures are becoming very common industry wide, through all the manufacturers, you are in a great position with a packaged unit because you have a 10 year parts warranty. I have had coil failures from [redacted] and lots of other brands this year. [redacted] is the most commonly used coil and only has a 1 year warranty. Again I know this has not been the ideal situation for either of us but I will always do my best to take care of you. I have no problem extending your labor warranty an additional year. In the meantime if your unit stops cooling before the coil can get replaced please call me immediately!

Consumer

Response:

I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.

Approximately 3 years ago this company replaced an expensive part for my heater. $800 and 3 months later my heater quit again. After requesting three different times for a service person to come check the heater, I could not get a service person out without paying for a service call to check the expensive work they had already done. I gave up and bought several wall heaters which have done OK. I was not about to pay this company any further service fees. So I want my AC tuned up for the summer and called this company intending to ask about that plus the fact that my heater has not worked three years after they installed an $800 part. I was going to explain the situation again and ask them how much it would be to come look at my heating system plus to a AC time up. What did I get when I get when I called the company? An answering service who said office people had left at 4 and Website says this company is open until 5. The service from this company stinks.

Review: In June of 2013 we had two Central H/A units replaced on our duplex. After several bids, we decided to go with Big Mountain Heating and Air. These are roof mounted units and they needed replacing for both sides due to the age/condition of the old units. The salesmans name was [redacted] and my wife and I went through the entire agreement in our home. At one point, [redacted] stated he had to call the owner and inquire if he could authorize a specific request of ours. This involved replacement of the plenems or curbs which mount to the roof. The A/C units then are attached to these. We both specifically recall [redacted] being authorized by phone by the owner that these would be replaced. I distinctly recall asking, so this means everything will be replaced from the roof up? to which he stated he had authorization from the owner they would do just that. Not being savvy to the business, we were under the impression everything was done and everyone was satisfied.Last month we decided it was time to replace the roof, so we went through the process of acquiring estimates from multiple (5 total) contractors. Every single contractor stated we needed to replace the curbs since they were old and wouldnt outlast a new roof. Doing everything to contain myself, I immediately called Big Mountain and spoke to the owner, [redacted] and stated what the contractors all said regarding the curbs. I was advised by him that wasnt part of the deal, to which I argued all the above involving his salesman in our house and the agreement made. He further stated it would now cost us $2000.00 to replace the curbs. I stated that was unacceptable to which he stated the contractors didnt know what they were talking about. He even went as to offer a referral to a roofing contractor he knew who would do us a good deal. I advised him that again is unacceptable since we are getting a bad deal through him; we believe the referral would do just the same. We ended up going through Jaguar Heating and Air to the cost of $1500.00 to do what Big Mountain stated they would in the beginning. In fact, when the contractors foreman was performing the replacements, he stated he use to work for Big Mountain and this situation is only one of many why he no longer does. The work they did was very satisfactory however we are out the money due to Big Mountain. We are so livid with Big Mountain, what they say and their performance. It is past us how a company who we are subject to can say one thing and do just the other, take complete advantage of you then tell you lies. Simply unbelievable.Desired Settlement: Big Mountain Heat and Air knows they did us wrong and we demand a full refund of the $1500.00 we paid to have the curbs replaced.

Business

Response:

[redacted] I had originally wrote a response and have now deleted it and written this one. I was attempting to respond to each and every accusation. As I did I found it very hard to respond to untrue statements....You know as well as I do that we were in full agreement that your curbs would not be replaced at the time of your installation. In many circumstances existing curb are use with new systems. They provide a stand for the equipment and that's it. The pictures attached clearly show the terrible condition of your roof at the time. You also knew that it would be a rather easy job to replace them along with your roof at a later date. Nothing was withheld or lied about. Two years later you contacted our office and spoke to Maggie, NOT myself and she quoted you $2000. A reasonable price. You responded with foul, rude and unacceptable language. She immediately asked me to talk to you and find out whats going on. In which I offered to remove the 2 units, supply new curbs, and re-install the units after the roof was done...NO CHARGE! You said your roofer would not do that so I suggested that you maybe get another bid. I have never heard of a roofer that will not work with a company to install a curb at the same time they are doing the roof. It makes no sense to cut into a brand new roof to install a curb. It will not come out nearly as nice or water tight. You said you would get back to me and here you have. You have completely altered the facts of this from start to finish. Customer satisfaction is Big Mountain's number one goal! Normally in a situation as this we would gladly do whatever it takes to resolve a misunderstanding. However this is not a misunderstanding....It simply not the truth. We absolutely tried to provide you with a solution at no cost to you! I will gladly pay you for the cost of 2 curbs and an invoice from our supplier to back it up.

Consumer

Response:

I am rejecting this response because: For starters, we take pride in ourselves regarding honesty and integrity, so for anyone to make statement of what we say is untrue is completely non-credible. Further, we also believe in accountability and being held responsible for what we do or say. It’s a standard we can only wish others held as well.

Secondly, I admit when your company erred when only the new A/C units were originally installed and it took 9, yes 9 months along with more calls than I can remember for your company to provide the paperwork for the rebates, you know I used foul language, yet I haven't since. It went to the point of my threatening doing this exact action of contacting the Revdex.com and the CSLB for you to get it right. And just after that you yourself were personally knocking on our front door delivering the paperwork. Imagine that.

There is also contradiction from what I read in your response. First you say [redacted] quoted your company would do the replacement of the curbs for $2000.00. Then you state you offered to 'remove the 2 units, supply new curbs, and re-install the units after the roof was done...NO CHARGE!'. That never happened. Then a bit further it states 'It makes no sense to cut into a brand new roof to install a curb.' Is it me or is ‘after the roof was done’ a brand new roof? When there is contradiction, there is doubt in the credibility of statements.

Bottom line is you and your salesman while on the phone in our house made the promise to do the complete work including the curbs. My wife and I will continue to stand on that. We're not into dishing extra monies for what you and your salesman agreed to do. The final line says 'I will gladly pay you for the cost of 2 curbs and an invoice from our supplier to back it up.' You at no time offered any solution to us at no cost, only a referral to one of your contractors which wasn't going to take place. Just after that last phone call between us is when I submitted the attached letter to your office of final demand via certified mail, giving you until 9/24/15 to respond or we would move forward from there. So again, contradiction in you stating I didn’t get back to you, which I did with the letter. No response from you by that deadline is why it’s come to this.

We were forced to have the job done by another A/C company, have the receipt and as I said in my letter attached, will provide you a copy only upon your agreeing to reimburse us the $1500.00 (which is actually $500.00 less than what [redacted] quoted) we are out due to what you say opposed to what you do.

Additionally in the letter it again states wood shake roofs can be refurbished as our neighbors have done. So your statement as an A/C contractor regarding roofs holds no merit.

Finally, we aren’t settling for your offer of 2 curbs and an invoice from any supplier of yours, just as we wouldn’t accept the referral of your roofing contractor. I find it to be insulting not to think the invoice as well as you doesn’t hold any credibility with us and continues to whatsoever, since numbers can be altered to suit the means.

Review: We had a new system installed by Big Mountain Heating and Air in July 2011 specifically because we were having a new baby and needed AC $7,500. The initial installation was terrible they had no respect for our house and dirtied EVERYTHING! Our floors all had to be cleaned after install, my wife's entire closet of clothes had to be cleaned due to them getting insulation everywhere from the attic access. I had asked if I should move or cover the clothes out and they said "no, we will cover them." Lies. Covering a 41 weeks pregnant woman's entire wardrobe in insulation and having to wash entire closet full of clothes! Very unhappy at that point. The system was not approved for permit and needed a whole day's worth of adjustments to get the permit. Took weeks.In 2013, summer comes around and our brand new AC didn't seem to be working very well. Didn't think much of it at this point. Since it was such a new system.In 2014, the system completely stops working. Is blowing air same temp as outside. Schedule check up on it and they say, "Well you might have a leak." So early summer, blazing hot with a toddler and a NEW baby we have no AC! I call multiple times and finally they agree to test the system and refill it with refrigerant. Call us back in 4 months. So October comes along and they check for dye, find a leak in our coil, tell us that will not have AC next year unless we replace it for $2,100 minimum fix or recommended fix of about $3,200! Looked up the part (which is known for breaking quickly) and it is only $350. I feel scammed. We still owe over $4,000 on our system and it does not work. And they constantly advertise a brand new system for $6,500. Which makes us feel even more swindled.Desired Settlement: Ideally, I would like the coil replaced at Big Mountain's expense and refrigerant refilled so that they system is fully functional. Like a 3 year old system should be.

Business

Response:

I am sorry for the experience you have had with Big Mountain Heating & Air. It is most important to us that our customers are happy with the installations we provide. I understand that when things happen it can be difficult to call and let a company know the issues they are having. I wish I would have known about the installation problems you were having. It can be very difficult to remedy them at a later date. Again I am truly sorry.

I know the situation you are in is frustrating. You chose to purchase a system that comes with a 1 year Labor warranty. Evaporator coils are failing industry wide. To replace an evaporator requires almost as much time and manpower as installing a new system. We as well as many other contractors have repeatedly asked the manufacturers to help us with labor. They will not. We have asked because of the costs to do so make the end users angry at the contractor. If there was another alternative product EVERY contractor would jump on it immediately. We understand the situation you are in and want very much to work it out in a way that makes sense. Making the repair for free is not something that we would be able to do. Call me at ###-###-#### and I would be happy to work out a solution with you.